GUEST FLOOR RULES

GUEST FLOOR RULES

1.     The staff should be calm and polite to the guest, greeting them according to the time of the day

2.     A GRA should not knock on the door or try to access a guestroom when the DND card is displayed on the door knob. If the card has been displayed for a long time, the matter should be referred to the supervisor.

3.     GRA’s should follow the standard procedure for entering a guestroom. A GRA should knock softly on the door with the knuckles and announce in a steady, soft voice ‘house keeping’. If there is no answer, the GRA should wait for a few moments and knock again. He/she should announce house keeping again. If there is no answer, the door should be held slightly ajar and the announcement house keeping repeated. If the guest does not respond, it can be assumed that the room is empty and the GRA can enter and proceed to clean it.

4.     In case the guest answers the knock, the GRA should introduce himself/herself and ask if they would like their room serviced. If yes, the GRA should proceed to clean the room. Alternatively the guest might not want service immediately. In this case ask for their convenient time.

5.     GRA should keep the door wide open when doing the cleaning

6.     GRA should keep their cart parked in such a way that the guest corridor is free for movement. The room service tray should not be kept in the guest corridor. The staff should not leave any kind of notes to the guest

7.     The staff should not leave any kind of notes for the guest

8.     If a guest acts in a strange manner or one that makes a GRA un comfortable, the GRA should make an excuse to leave and contact the supervisor

9.     GRA should not throw any paper or item found in check out rooms. All the items found should be reported to the supervisor and handed over to the lost and found section.

10.  The staff should communicate with each other in low tones on the guest floors, and only when necessary. Unnecessary speech, especially gossips, is to be avoided

11.  The staff should always remain calm in front of the guest- running about in haste or due to panic must be avoided.

12.  The staff should keep an eye open for any suspicious and untoward activity being indulged in by a guest on the guest floor. They should remain alert at all times and display presence of mind

13.  Staff should readily offer assistance and relevant information to the guest. However when they do not have the requisite knowledge, they should consult their supervisor

14.  The staff should not accept tips. When accepting gifts from guest, they should also request a letter stating this gift and explaining the guest’s action

15.  The staff should at no time argue with a guest, however unreasonable he/she may be. They should refer the problem to a supervisor when such a situation presents itself

Guest Floor Reportables

1.     NB/ NL - No baggage or no luggage refers to a room in which the guest with no luggage is registered. The GRA should note this down on the room assignment sheet when servicing the room. This is important, as such a guest may ‘skip’ easily without paying bill. Alternatively, the room may have such a status due to unauthorized occupation.

2.     SB – Scanty baggage refers to a room that has a guest with light luggage. Such a guest, if he/she is a ‘premeditator’ can easily skip without settling his/her account with the hotel. These guests who arrives with a small piece of luggage and stay in a hotel with the prior intention of skipping without paying the bills.

3.     DND – GRA also need to inform supervisors about DND rooms that have displayed the same status for a long time

4.     Change in number of persons (‘PAX’) –GRA can easily gauge the number of people occupying the room by the number of beds that has been slept in and the amount of bath linen used.

5.     Damaged or missing hotel property – when a GRA enters the guestroom to service it, he/she should cast a keen eye around to check whether there is any damage to any guestroom fixtures or fittings or if any standard items are missing

6.     Pets – hotel do not allow pets to be kept in guestroom

7.     Illegal items – some guest may take undue advantage of the privacy of the hotel guest room and indulge in certain illegal activities

8.     Sickness – GRA should inform the house keeper if they notice a guest is in ill health as they may require medical aids

Preparing to Clean

1.     Reports to work at the desk

2.     Receives room assignments, room status reports and keys.

3.     In the floor pantry, the room attendant assembles and organizes the trolley with required linen, guest supplies and cleaning supplies

The order in which he/she cleans rooms will be determined by the room status report. Usually departure rooms are cleaned first so that the rooms are made ready for sale at the earliest. However, occupied rooms may be done earlier, if the guest requests. Rooms blocked for arrivals are cleaned before the expected arrival time. Rooms with DND and DL are not disturbed until 2 o’clock. A call may be made to such rooms after 2p.m. to check if the room could be cleaned. Many hotels have a policy whereby, no room is left unattended more than 24 hours

Cleaning the Guestroom

1.     Entering the Guestroom

It is important to follow certain procedures when entering the guestroom that show respect for the guest's privacy. When approaching a guestroom, first observe whether the guest has placed a "Do Not Disturb" sign on the knob.  Also, be sure to check that the door is not double-locked from the inside.  If either condition exists, respect the guest's wishes and return later to clean the room.  If this is not the case, knock on the door and announce 'Housekeeping.'  Never use a key to knock since it can damage the surface of the door.  If a guest answers, introduce yourself and ask what time would be convenient to clean the room.  Note that time on your status sheet or schedule.  If no answer is heard, wait a moment, knock again, and repeat "Housekeeping'.  If the guest does not respond after this third announcement, you can be fairly certain that the room is empty and can begin to enter

2. Air the room. Draw back the draperies and check the cords and hooks for any damage.  Open the windows so the room can air out while you are cleaning.  Check the air conditioning and heater to make sure they are working properly and are set according to property standards.

3. Next, take a good look at the condition of the room.  Make note of any damaged or missing items such as linens or wastebaskets.  If anything of value is gone or if something needs repair, notify your supervisor. In rooms where the guest has checked out, visually scan the room and check the dresser drawers for personal items which may have been left behind.  Report these items to your supervisor, or hand them in to the lost and found depending on the hotel's policy

4. Remove or replace dirty trays, bottles, dishes, ashtrays, newspapers and glasses. Call room service for pickup.  Empty the trash and replace any wastebasket liners.  In occupied rooms, straighten any newspapers and magazines.  Never throw out anything in an occupied room unless it is in the wastebasket. 

5. Make the bed. It is important to start here-especially in stay over rooms.  If the guest returns while you are elsewhere in the room, the freshly made bed will give the room a neat appearance - even if other areas have not been touched.  In check-out rooms, some properties recommend that you strip the bed shortly after entering and remake it near the end of your cleaning.  This way the bed has a chance to air out.

Before you begin, remove any personal items from the bed and place them aside. Remove the bedspread and blanket and place them on a chair to keep them clean and free from dust and dirt.  If the blanket or bedspread is dirty - or if you notice any holes or tears - be sure to replace it.  Strip the bed of dirty linen and place the pillows on the chair with the bedspread and blanket.

Once the bed is stripped, you should check the mattress pad and the mattress.  Make a note to inform your supervisor if the mattress shows any stains, burns, or damage.  If the mattress pad needs changing, remove the old pad and lay a fresh one.

The most efficient way of making a bed is to completely finish one side before beginning on the next.  This system saves time walking back and forth around the bed.  

2.     Place the bottom sheet on the mattress and mitering that sheet on both the sides.

3.     Place the second sheet on the bed, wrong-side up. This sheet must reach up to the head end.   Then, place the blanket on top of the sheet, approximately 6” below.

4.     Place the night spread over the blanket. The top part of the night spread should be in line with the second sheet.

5.     Tuck the night spread under the blanket at the head end.

6.     Turn the second sheet over the blanket and night spread, and turn it once more.

7.     Tuck this fold under the mattress.

8.     Tuck the sheets and blanket at the foot end and miter the corners neatly.

9.     Move around the bed to smoothen out wrinkles.

10.  Center the bedspread evenly and unfold over the bed leaving enough room to cover the pillows.  Fluff the pillows and put on the pillowcases Pull the bedspread over the pillows and tuck in the bedspread. 

6. Dusting: requires a systematic and orderly approach for efficiency and ease.  Work clockwise or anti-clockwise around the room.  This reduces the chance of overlooking a spot.  In all cases, begin with the highest surfaces so that dust does not fall on the items you have already cleaned.  If your property uses a dusting solution, spray a light amount into the dust cloth.  As a general rule, the following should be dusted and/or polished:

1.     Picture frames

2.     Mirrors

3.     Headboards

4.     Lamps, shades, and light bulbs

5.     Bedside tables

6.     Telephone

7.     Windowsills

8.     Window and sliding glass door tracks (if applicable)

9.     Dresser - including inside the drawers

10.  Television and stand

11.  Chairs

12.  Closet shelves, hooks and clothes rod

13.  Top of doors, knobs, and sides

14.  Air conditioning and heating units, fans, or vents

7. Replenish supplies: As you dust your way around the room, note any bed room supplies and amenities which may be needed and replenish.

8. Cleaning the Bathroom: Bathrooms are usually cleaned in the following sequence: shower/tub area, vanity counter, toilet, walls and fixtures, and floor.  Like most cleaning tasks, it is important to work from top to bottom to avoid spotting or dirtying areas already cleaned.  The necessary cleaning items should be conveniently stocked in the hand caddy. 

If the tub has a drain trap, be sure to check it for hair.  After cleaning the tub itself, clean the shower head and tub fixtures.  Make sure to leave the shower head aimed in the correct position.  To prevent spotting, and to add sparkle, immediate wipe and polish the fixtures with a dry cloth.  Also clean the shower curtain or shower door.  Pay special attention to the bottom where mildew may accumulate.  Always reposition the door or curtain when you are finished cleaning.

You should exercise the same exacting care when cleaning the vanity and mirror as you do when cleaning the shower area.  Clean the countertop and basin, making sure that you remove any hair from the sink stopper and drain.  Wipe up any spillage or spots from toothpaste or soap.  Rinse and polish the chrome fixtures so they shine.  Finish the vanity area by cleaning the mirror with glass cleaner.

Next, clean the toilet bowl and exterior surfaces.  Some cleaning procedures recommend applying the toilet cleaner before any other cleaning task.  This way, the cleaner has time to act while you clean other bathroom areas.  .Regardless of the method followed, flush the toilet to remove any residue and apply the cleaner around and under the lip of the bowl.  Scrub the toilet with the brush around the insides and under the lip - then flush again.  Use a cloth damp with cleaning solution to clean the top of the seat, the lid, and the sides of the tank.  Finally, clean the exterior of the bowl, working down the sides to the base.

Towels, washcloths, bath mats, toilet and facial tissue, and guest amenities should be replenished according to property standards.  Spot-clean for fingerprints and other obvious smudges on the walls, especially around light fixtures and electrical outlets.  Wipe down the walls and clean both sides of the bathroom door. 

Starting with the far corner of the bathroom and working back toward the door, mop or wipe down the floor - including the baseboards.  Then, gather your things and make your final check of the bathroom.  Stop for a moment and visually scan all surfaces from the ceilings to the fixtures to the floor.  Check that you've left the bathroom in the best possible condition before turning out the lights.

9. Vacuuming: Before vacuuming, loosen dirt around baseboards with a broom or rag so it is easier to pick up.  Run the vacuum over all exposed areas of the carpet that you can reach, including under the tables, chairs and in the closet.  Vacuuming under heavy furniture, require lifting or moving and is usually done only on a periodical basis.  However, check under beds and furniture for guest belongings or for any debris which must be removed.

Start at the farthest end of the room and vacuum your way back.

11.  Final Check: The final check is a critical step in guestroom cleaning.  It makes the difference between just cleaning the room and doing a professional job. Take a few moments to give the room a careful look from the guest's perspective.  Start at one point in the room and trail your eyes in a circular fashion from one corner to the next until you have visually inspected each item.  By doing so, you may discover something you overlooked or that was difficult to spot on the first cleaning.

Cleaning a check out room

A check out or a departure room is a room from where the guest has checked out. It is dirty and not ready for sale.

1.     Check the condition of the room.

2.     Check for pilferage and damage to hotel property.

3.     Check if the guest has left behind any of his belongings. This must be done as quickly as possible, so that possible action can be taken before the guest check outs.

4.     The room is thoroughly cleaned for the next guest. All used linen and supplies are removed and replenished.

5.     The W.C. is disinfected and a band indicating that it has been disinfected is slipped on to the W.C. seat.

Cleaning Stay over/ occupied rooms

1. Clean as above. 
2.  Be careful not to treat as rubbish something the guest may want again, e.g., a re-sealed, half-finished container of drink.  If a bathroom glass is part filled with a dental solution, leave it.
3. Clean under all guest belongings and replace.
4. Tidy guest clothing, footwear as necessary:  follow workplace guidelines and your own judgment of how much tidying to do.
5. Do not open drawers as guest would have kept his personal belongings.
6. In some hotels, beds are remade with clean linen each day; otherwise this is done every 2 to 7 days of a long stay (depending on prices charged/policy).
7. Clean the bathroom.  Replace damp or soiled towels.
8. Top up supplies of soap, drink sachets, etc.  Follow hotel policy on whether to replace partly-used soap.
9.  Excuse yourself if guest returns and tell them that you shall return later to complete the room. Respect the fact that this room is the guest’s temporary 'Home".
10.  Report to your supervisor if:

-         the guest is ill

-         the "Do not disturb" sign is still displayed in the afternoon.

11. Anticipate guest’s needs, eg. If you note that they have placed the spread on their bed-leave extra blanket etc

Don't:

·         open drawers

·         touch money or valuables (if in doubt-ask your supervisor)

·         dispose of any newspapers or other items unless they are in the waste bin

·         try on guest's clothing or experiment with perfumes etc.

·         answer the telephone (according to house policy)

·         use the guest room facilities, e.g. Toilet

Servicing a Vacant Room

A vacant room is one in which is clean and ready for sale.

A bedroom vacant for one or two nights- check dust, and flush toilets.

If long term: treat as for checkout

Evening turn-down service:

Is the term given to the service of a guest bedroom in preparation for a good night's sleep.

It is a service normally given in 5 star properties and for VIPs.

Procedure:

·         Tidy up room; replenish water flasks, empty dustbins, if needed.

·         Clean bathrooms and replace wet towels and replenish used supplies, if needed.

·         Remove bed spread and place in the wardrobe.

·         Turn back sheets and blankets on side guest is most likely to use, for e.g. nearest the telephone.

·         Place breakfast card or give away, eg. Chocolate where instructed.

·         Draw curtains close.

·         Switch on a light. (bedside)

·         Adjust air conditioner control.

Closing Down

Just as 'setting up and preparation for work' is important, so too is the 'closing down'.

Room Attendant’s Trolley:

§  Empty rubbish and linen bags.

§  Strip trolley shelves and damp wipe

§  Restock as required.

Vacuums: Empty vacuum bags and replace, damp wipe exterior of machine, remove fluff from brushes, store neatly with flex loosely and tidily placed

Brooms and Brushes: Remove fluff from brooms and brushes; wash in a warm neutral detergent, rinse and leave to dry.  Store upside down to avoid distorting the bristles.

Toilet Brushes: Wash toilet brushes in flushing toilet after use, weekly wash in hot water 65C for ten minutes.

Mops: Wash mops and cleaning cloths in very hot water and neutral detergent, rinse thoroughly and hang to dry.

Mop buckets: Wash and rinse mop buckets, turn upside down to dry.

Wringers:  Remove mop threads. Clean rollers, castors, wipe down

Pantry: Tidy pantry store linen round side out.  Damp wipe shelves as appropriate. Wash floor

Reports: Hand over room attendant’s report to the supervisor.

Keys: Return keys to the control room supervisor before signing off duty.

Do's and Don'ts

Do:

·         remember that dirty equipment/cloths can and will spread harmful bacteria

·         Make sure that the caps are securely tightened on all the chemical agents.

·         Include the trolley wheels when cleaning.

·         Dispose off rubbish carefully.

·         Periodically remove all guest supplies from trolley and damp wipe containers.

·         Wash your hands before going off duty.

Don't

·         be the cause of spreading infection-be professional

shake dry mops of soiled linen