Housekeeping - Room Attendant Sop.pdf 1n3y25

HOUSEKEEPING ROOM ATTENDANT Index

TASK

PAGE

TASK 01: Assignment Sheet .......................................................................................................... 4  TASK 02: Cleaning Supply Caddies............................................................................................... 5  TASK 03: Carts ............................................................................................................................... 6  TASK 04: "DND" Rooms ................................................................................................................ 8  TASK 05: Enter Room .................................................................................................................... 9  TASK 06: Position Cart................................................................................................................. 10  TASK 07: Room Cleaning Sequence ........................................................................................... 11  TASK 08: Check-Out Rooms ....................................................................................................... 13  TASK 09: Deep Cleaning Rooms ................................................................................................. 14  TASK 10: Empty Trash ................................................................................................................. 17  TASK 11: Room Service Trays/Tables ......................................................................................... 18  TASK 12: Remove Dirty Terry And Bed Linens ........................................................................... 19  TASK 13: Fresh Linen .................................................................................................................. 20  TASK 14: Clean Vanity/Sink/Mirror/Hair Dryer ............................................................................. 21  TASK 15: Sanitize Glasses/Mugs And Wash Coffee Pot ............................................................. 22  TASK 16: Clean Toilet .................................................................................................................. 23  TASK 17: Clean Shower/Tub ....................................................................................................... 24  TASK 18: Clean Shower Curtain/Liner ......................................................................................... 25  TASK 19: Facial/Toilet Tissue ...................................................................................................... 26  TASK 20: Refresh Towels ............................................................................................................ 27 

HOUSEKEEPING ROOM ATTENDANT Index

TASK

PAGE

TASK 21: Replace Bathroom Amenities ...................................................................................... 28  TASK 22: Clean Bathroom Door .................................................................................................. 29  TASK 23: Clean Bathroom Floors ................................................................................................ 30  TASK 24: Making A Bed ............................................................................................................... 31  TASK 25: Clean Under Bed ......................................................................................................... 34  TASK 26: Bathrobes/Slippers ....................................................................................................... 35  TASK 27: Straighten Guest Personal Items ................................................................................. 36  TASK 28: Clean Closet/Door/Safe ............................................................................................... 37  TASK 29: Clean Furniture ............................................................................................................ 39  TASK 30: Sofa, Chairs And Cushions .......................................................................................... 41  TASK 31: Clean Artifacts .............................................................................................................. 42  TASK 32: Clean Pictures/Mirrors/Frames .................................................................................... 43  TASK 33: Clean Television/VCR/Remote .................................................................................... 44  TASK 34: Clean Alarm/Clock Radio ............................................................................................. 45  TASK 35: Clean Lamps/Light Switches........................................................................................ 46  TASK 36: Clean Telephones ........................................................................................................ 47  TASK 37: Clean Ice Bucket/Tray .................................................................................................. 48  TASK 38: Clean Mini Bar.............................................................................................................. 49  TASK 39: Align Drapes And Clean Shutters/Blinds ..................................................................... 50  TASK 40: Replace Bedroom Amenities ....................................................................................... 51 

HOUSEKEEPING ROOM ATTENDANT Index

TASK

PAGE

TASK 41: Clean Balcony/Patio/Plants.......................................................................................... 52  TASK 42: Clean Windows ............................................................................................................ 53  TASK 43: Clean Entrance Door(s) ............................................................................................... 54  TASK 44: Clean Air Condition/Heating Unit ................................................................................. 55  TASK 45: Clean Baseboards/Ledges........................................................................................... 56  TASK 46: Vacuum Room ............................................................................................................. 57  TASK 47: Spray Rooms ............................................................................................................... 58  TASK 48: Inspect Room ............................................................................................................... 59  TASK 49: Making Up Cribs And Rollaway Beds .......................................................................... 60  TASK 50: ___ P.M. Report ........................................................................................................... 61  TASK 51: Return And Restock Cart ............................................................................................. 62  TASK 52: Clean Vacuum Machines ............................................................................................. 65 

HOUSEKEEPING ROOM ATTENDANT TASK 01: Assignment Sheet

PROCEDURE „ Go to the Housekeeping office to pick up

assignment sheet listing room numbers and status of cleaning. „ Write your full name on assignment sheet.

STANDARD „ All Room Attendants have written room

assignments showing date and assigned area/room numbers. „ Assignments are picked up at the start of the

shift. „ Review listed rooms for:

1) 2) 3) 4)

Check-outs Stay-overs Number of rooms listed Assignment area

„ Rooms cleaned according to the category

priority. „ Completion time is written as each room is

finished. „ Clean assigned rooms according to priority:

1) 2) 3) 4) 5) 6)

Early check-ins Guest requested service times V.I.P. rooms 12:00 noon arrivals Check-out rooms Service rooms

„ DND rooms that were unable to be cleaned

are noted on the sheet.

„ Note on assignment sheet:

1) Any rooms you were unable to complete and the reason 2) Any guest requests for the specific room 3) Any maintenance problem in the room to be repaired

Copyright © 198 6- 2011

4

HOUSEKEEPING ROOM ATTENDANT TASK 02: Cleaning Supply Caddies

PROCEDURE „ Pick up supply caddies from ____ and ensure

caddie is properly stocked with rags and chemical spray bottles.

STANDARD „ All bottles are full and clearly labeled;

sprayers are functioning. „ Bed linens or hotel terry are never used for

„ Ensure that spray bottles are full and function

cleaning.

properly. „ Rags and cloths are freshly cleaned. „ Cleaning chemicals/supplies:

1) 2) 3) 4) 5)

Window cleaner All-purpose disinfectant Room deodorizer Furniture polish Toilet bowl cleaner and disinfectant (noncorrosive) 6) Mold/mildew remover 7) Chrome polish 8) Mop 9) Vacuum 10)Broom 11)Dust pan 12)Dusting brush 13)Scrub brush 14)Grout brush 15)Scrub pad 16)Bucket 17)Pair of rubber gloves 18)Clean rags 19)Trash liners 20)Light bulbs

Copyright © 198 6- 2011

„ All chemicals handled according to MSDS

standards. „ Vacuum cleaner is:

1) Free of dust and dirt 2) Free of exposed wires 3) In working condition „ Vacuum bag is not full. „ Cleaning equipment is in good working

condition: 1) Bristles are firm and full 2) Scrubbers are not worn down 3) Buckets are free of dirt and cracks/holes „ Broken equipment is reported and returned to

Housekeeping.

5

HOUSEKEEPING ROOM ATTENDANT TASK 03: Carts

PROCEDURE „ Go to the linen closet where the carts are

stored and pick up assigned linen cart and vacuum cleaner.

STANDARD „ Carts contain the specified supplies prior to

removing carts from the linen room. „ All supplies are stocked on the cart in the

„ Stock the cart with sufficient amounts of the

specified location.

following items: „ Carts are restocked with supplies as needed „ LINEN/TERRY:

___ double sheets ___ king sheets ___ pillow cases ___ bath towels ___ hand towels ___ wash cloths ___ bath mats ___ bath rugs

throughout the shift. „ Carts are free of dirt and trash. „ Carts are balanced and not broken. „ Linen and terry are free of stains, spots and

not frayed or discolored. „ All bathroom amenities are full and:

„ BATHROOM AMENITIES:

___ toilet tissue ___ facial tissue - boutique ___ facial tissue - boxes ___ water conservation cards ___ glass covers ___ glasses ___ shower liners ___ shower curtains ___ shower caps ___ shampoo ___ conditioner ___ toothbrush kits ___ face soaps ___ body soaps ___ bath gels ___ lotions ___ fabric wash ___ vanity kits ___ aloe vera ___ sewing kits

1) Free of dust, dirt and tears or damages 2) Boxes are free of marks and dents „ Bedroom amenities are:

1) Free of stains, spots, marks, bent edges or tears 2) Current 3) Ashtrays, glasses and coffee cups are free of stains, chips and cracks

„ BEDROOM AMENITIES:

___ laundry bags ___ laundry slips Copyright © 198 6- 2011

6

HOUSEKEEPING ROOM ATTENDANT TASK 03: Carts

PROCEDURE

STANDARD

___ movie cards ___ matches ___ ashtrays ___ weekly flyers ___ comment cards ___ note pads ___ pens ___ postcards ___ envelopes ___ sheets stationery ___ telephone rate cards ___ DND signs ___ magazines ___ coffee cups ___ glasses

Copyright © 198 6- 2011

7

HOUSEKEEPING ROOM ATTENDANT TASK 04: "DND" Rooms

PROCEDURE „ In the afternoon, for all "Do Not Disturb"

rooms, have management call the Front Desk to see if guest is staying over, or is checking out after ___ p.m.

STANDARD „ All "Do Not Disturb" rooms are not disturbed

and called into Housekeeping by ___ p.m. „ Every room has to be entered at least once

daily by a member of the staff. „ Management calls rooms and asks if guest

would like their room serviced at this time, or if they are staying over.

„ Any DND room that was not cleaned is noted

on assignment sheet.

„ If no one responds to phone call, knock on

the door and enter to determine the status of the room. „ If occupied, continue to try to on PM

shift. „ If guest still declines service and is posting

"Do Not Disturb" sign, and unable to clean room: 1) Slip card under the door 2) Note on room assignment sheet "Do Not Disturb" and time still posted

Copyright © 198 6- 2011

8

HOUSEKEEPING ROOM ATTENDANT TASK 05: Enter Room

PROCEDURE

STANDARD

„ Leave DND rooms undisturbed.

„ Knock on the door twice before entering.

„ Knock on door with knuckles and announce

„ Announce yourself in a clear, moderate voice

pleasantly, "Housekeeping."

before entering room.

„ Wait 5 seconds for guest to respond.

„ Do not knock with keys or other objects.

„ Knock a second time. If no answer:

„ All guests greeted with eye , a smile

1) 2) 3) 4) 5)

Open door with key, six inches Announce "Housekeeping" again Enter room Place doorstop to prop open door If the guest is sleeping, quietly withdraw from room

and appropriate salutation. „ Door to guest room must always be open

when working inside; cart always blocks access to room entrance door. „ Linen may never be used for a doorstop.

„ If guest answers after you knock, politely ask

when they would like to have their room serviced.

„ Never allow other employees or friends in

room unless authorized by the floor supervisor.

„ If you are working and the guest returns,

politely ask guest to that they are ed to the room. 1) Inquire if the guest would like you to return later

„ Only guests whose key/card proves them as

the correct occupant are allowed to enter the room.

„ While working in the guest room, always

leave the guest room door open and blocked with your cart.

Copyright © 198 6- 2011

9

HOUSEKEEPING ROOM ATTENDANT TASK 06: Position Cart

PROCEDURE „ Pull the linen cart up to the door with the linen

side facing the entrance.

STANDARD „ The linen cart is placed at the door, as close

as possible to the room, with the linen side facing the room.

„ Place linen cart completely in front of the door

and flush with the wall. „ Keep vacuums and other equipment in the

„ Never leave cart, vacuum or other equipment

unattended in hallways. Return items to linen room when on break.

room/on the cart. „ Outside access to room is blocked while in

room cleaning.

Copyright © 198 6- 2011

10

HOUSEKEEPING ROOM ATTENDANT TASK 07: Room Cleaning Sequence

PROCEDURE „ Check room for bed type. Take in clean

linen; place on nearest chair. „ Open drapes and balcony/patio door.

STANDARD „ Rooms are cleaned in specified 14 step

sequence to maximize time. „ Rooms are aired out while cleaning.

„ Strip beds:

„ Correct size bed linens taken into the room. 1) Inspect condition of pillows, bedspread „ Fresh bed linens are free of stains, holes and and blankets and place on a chair. tears. 2) Shake bedding to look for lost and found items. 3) Place soiled sheets and towels in linen bag „ Clean bed linens never placed on the floor. on the cart. „ Damaged linens are kept separated from dirty 4) Place stained, torn or ruined linens on the linens. side of the cart and leave in the designated linen room container. „ Bathroom cleaning chemicals are allowed to „ Empty ashtrays into trash containers. Pick up soak in before scrubbing surfaces. all trash from bedroom and bathroom (to include coasters, flyers, etc.); deposit in trash „ Surfaces are dusted in a non-stop sequence from the first corner to the last corner of the bag on cart. room. „ Pick up dirty glasses, mugs, coffee pot, „ Burnt out light bulbs are replaced. ashtrays, trays; place on bathroom counter. „ Spray tub, soap dishes, toilet, sink, counter

„ Radios are left off in all rooms.

and glasses; allow chemicals to soak in. „ Rooms are vacuumed from farthest end to „ Make beds. Set aside linen with stains or

entrance door.

holes. „ Balcony/patio doors are closed when finished „ Dust room, starting with closet.

1) Check supplies and lights at the same time 2) Start at one corner and work your way around, creating a complete square 3) Service Rooms - Straighten guest's items 4) Check-Out Rooms - See next task

cleaning the balcony/patio. „ Sheers are left closed and drapes are pulled

half-way back. „ Status of room is called/dialed into

Housekeeping office. „ Clean the balcony/patio:

1) Wipe down chairs 2) Clean floor and walls

„ All maintenance requests are called/dialed

into Housekeeping office.

„ Clean the bathroom: Copyright © 198 6- 2011

11

HOUSEKEEPING ROOM ATTENDANT TASK 07: Room Cleaning Sequence

PROCEDURE

STANDARD

1) 2) 3) 4) 5) 6) 7) 8)

Sweep floor Scrub counter/sink Sanitize glasses/mugs Shower wall/tub Scrub toilet Finish glassware/sink area Wipe mirror Replace towels, amenities and trash can liners 9) Wipe floor „ Vacuum room, starting from far end and work

your way out. 1) Close balcony/patio door 2) Close sheers; align drapes 3) Turn air conditioner on low/heater to ____° F „ Inspect room, starting at one corner and work

your way around in a square. „ Spray room with air freshener. „ Call in status of room and work requests.

Copyright © 198 6- 2011

12

HOUSEKEEPING ROOM ATTENDANT TASK 08: Check-Out Rooms

PROCEDURE „ Follow procedures for room cleaning

sequence with the following additions: 1) Open all drawers and wipe with a damp rag. 2) Check under the bed. 3) Check inside the safe for items left by the guest. 4) Turn on television and radio; check that they are in proper working order; then turn off. 5) Check for any damages within the room or needed repairs and report it to the supervisor or Housekeeping office. 6) Turn in all items left behind by guests to "Lost and Found." 7) Replace bathroom and bedroom amenities. 8) Reset television to channel __. 9) Reset alarm clock to "Off." 10)Reset correct time on clock. 11)Set radio to station __ on low volume.

Copyright © 198 6- 2011

STANDARD „ All check-out rooms are cleaned with the

specified additional steps. „ Items left behind by guests are turned in to

"Lost and Found." „ Bathroom and bedroom amenities are

restocked to full par; partially used amenities are disposed. „ Television and radio reset to specified

stations. „ Correct time is shown on clock. „ Alarm is in "Off" position.

13

HOUSEKEEPING ROOM ATTENDANT TASK 09: Deep Cleaning Rooms

PROCEDURE PREP ROOM: „ Take extra supplies (bed pads, shower

STANDARD „ Rooms are deep cleaned __ times per month

in specified 19 step sequence to maximize time.

curtains/liners). „ All deep cleaned rooms are to be inspected. „ Check room for bed type. Take in clean

linen; place on nearest chair.

„ Rooms are aired out while cleaning.

„ Open drapes and balcony/patio door.

„ Correct size bed linens taken in to the room.

„ Strip bed:

„ Clean bed linens never placed on the floor.

1) Inspect condition of pillows, bedspread and blankets and place on a chair. 2) Shake bedding to look for lost and found items. 3) Remove the bed pad. 4) Place bed pad, soiled sheets and towels in linen bag on the cart. 5) Place stained, torn or ruined linens on the side of the cart and leave in the designated linen room container.

„ Bed pads are changed when deep cleaning a

room. „ Damaged linens are kept separated from dirty

linens. „ All bed linens (including skirting, spread,

blanket) are free of stains, holes and frays. „ No debris is left under beds, mattresses, chair

„ Empty ashtrays into trash container. Pick up

all trash from bedroom and bathroom (to include coasters, flyers, etc.); deposit in trash bag on cart. „ Pick up dirty glasses, mugs, coffee pot,

ashtrays, trays; place on bathroom counter. „ Inspect room for:

1) Change of bedskirting, bedspread or blanket 2) Check under beds 3) Items beyond reach behind the bureau 4) Re-hooking of drapes 5) Windows to be washed 6) Carpet to be shampooed 7) Change of chair cushions 8) Damaged furniture/fixtures

cushions or behind furniture. „ Drapes hang evenly with all hooks firmly

attached. „ Windows are free of streaks, spots, cracks

and mildew. Bathroom cleaning chemicals are allowed to soak in before scrubbing surfaces. „ Dusting is done in a square sequence around

the room. „ All surfaces are left free of dust, hairs, streaks

and stickiness. „ Safes are empty. „ All lights function; burnt out bulbs are

„ Make phone calls to order bedspreads and Copyright © 198 6- 2011

replaced. 14

HOUSEKEEPING ROOM ATTENDANT TASK 09: Deep Cleaning Rooms

PROCEDURE

STANDARD

place work orders. „ TV and remote function correctly. „ Spray tub, soap dishes, toilet, sink, counter

and glasses; allow chemicals to soak in. „ Sweep carpet edges, including under the bed.

1) Start from one corner and work around in a square. 2) Remove items behind the bureau with a broom.

„ Radios are left off in all rooms, except in V.I.P.

rooms only where they are turned on by the supervisor. „ Balcony/patio doors are closed when finished

cleaning. „ Bathroom surfaces are left free of mildew,

„ BEDROOM:

1) Make beds. 2) Do not make beds if waiting for bedskirts or bedspreads. Dust room, starting with closet and work your way around, creating a complete square. 3) Dust louvers with dust brush and wipe with rag if needed. Test louvers. 4) Wipe down all drawers with a damp rag. 5) Clean safe. 6) Wipe down door frames, picture frames, marks on walls. 7) Dust lamps and test light bulbs. 8) Clean under T.V. 9) Test T.V., remote and radio. 10)Wipe down air conditioner. 11)Clean telephone and radio with a toothbrush. 12)Clean chair rungs. 13)Clean wall outlets.

hairs, dust, streaks and dirt. „ Medicine cabinet is empty. „ All bathroom amenities are fresh, full and free

of marks. „ Sheers are left closed and drapes are pulled

halfway back. „ Rooms are vacuumed from farthest end to

entrance door. „ Status of room is called/dialed in to

Housekeeping and noted on the assignment sheet immediately as it is completed. „ All maintenance requests are called/ dialed in

to Housekeeping office.

BALCONY/PATIO: „ Clean the area:

1) 2) 3) 4) 5)

Spray walls, railing and bird droppings Wipe down chairs and table Wipe streaks off walls Clean door tracks Sweep and mop floor

BATHROOM: Copyright © 198 6- 2011

15

HOUSEKEEPING ROOM ATTENDANT TASK 09: Deep Cleaning Rooms

PROCEDURE

STANDARD

„ Clean the bathroom:

1) 2) 3) 4) 5)

Sweep floor Clean hairdryer; use toothbrush if needed Clean medicine cabinet Clean pipes under sink Clean counter, sink, ledge and amenity tray 6) Sanitize glasses/mugs 7) Clean shower wall 8) Clean tub 9) Clean toilet 10)Finish glassware and sink area 11)Clean spots off bathroom ceiling 12)Clean mirrors 13)Change shower curtain/liner (if needed) 14)Replace towels, amenities and trash can liners 15)Scrub bathroom floor, corners and edges; wipe dry CARPET: „ Vacuum the room, starting from far end and

work your way out. „ Inspect room, starting from one corner and

work your way around in a square. „ Replace compendium, memo pads, matches,

etc. „ Spray room with air freshener. „ Call in room status and work requests.

Copyright © 198 6- 2011

16

HOUSEKEEPING ROOM ATTENDANT TASK 10: Empty Trash

PROCEDURE „ Pick up all ashtrays and empty contents in

STANDARD „ No trash is left in the room.

trash container. „ Waste baskets are empty and clean with liner „ Double check that all butts in ashtrays are

inside.

extinguished before discarding them in trash. „ Waste baskets are dry, no streaks or „ Place all ashtrays on bathroom counter. „ In a right to left direction, pick up all trash

from the room and place in trash bag on linen cart.

fingerprints. No odors. „ All ashtrays are clean and dry, free of butts

and ashes, no chips or smudges. „ Ashtrays placed in correct locations with

„ Wipe out trash containers with damp cloth

matches sitting logo up next to the ashtray.

and dry. „ Matches are full, no marks, scratches. „ Place a liner in each trash container. „ Emptying trash can be a safety hazard. Do „ Place bath trash container on left hand side of

not put your hand inside the container.

sink without liner. „ Ashtray placements: „ Place bedroom trash container underneath

the desk/next to the dresser. „ Check condition of matches and place with

logo sitting up, next to ashtrays.

Copyright © 198 6- 2011

1) 2) 3) 4) 5)

___ on table ___ on dresser ___ on nightstands ___ on balcony/patio table ___ on bathroom vanity

17

HOUSEKEEPING ROOM ATTENDANT TASK 11: Room Service Trays/Tables

PROCEDURE „ Remove all Room Service items from the

room. Fold Room Service tablecloths neatly over the top of the tables. „ Call Room Service to pick up items. „ Pull table tray out of room and put in hallway.

STANDARD „ Room Service trays/tables pulled out of the

room and put in corridors for pick up by Room Service. „ All Room Service items (glasses, china,

silverware, condiments, etc.) removed from room and placed in service areas out of guest's view.

„ Notify supervisor if guest hallways become

cluttered with Room Service items. „ If necessary, remove to service elevator

landing. Never leave in guest hall areas.

Copyright © 198 6- 2011

18

HOUSEKEEPING ROOM ATTENDANT TASK 12: Remove Dirty Terry And Bed Linens

PROCEDURE „ Remove all dirty bath terry from the bathroom

and place in bag on linen cart. „ Strip beds:

1) Remove pillow cases from pillows and place with dirty bath linen. 2) Place pillows, bedspread and blankets on a chair; if these items are soiled, replace with fresh one. 3) Remove bed pad if soiled or when deep cleaning a room. 4) Shake bedding to look for lost and found items. 5) Place soiled sheets in linen bag on the cart. 6) Place stained, torn or ruined linens on the side of the cart and leave in the designated linen room container.

Copyright © 198 6- 2011

STANDARD „ All soiled terry and linens removed from the

room. „ Damaged linens kept separated from soiled

linens. „ Pillows, bedspreads and blankets on a chair,

never on the floor.

19

HOUSEKEEPING ROOM ATTENDANT TASK 13: Fresh Linen

PROCEDURE „ Bring fresh linen back into the room including:

1) Sheets of the proper size and color 2) One pillowcase for each pillow

STANDARD „ Never bring fresh linen into the room until all

dirty linen has been stripped. „ Fresh linen should be free of holes, tears,

„ Place clean linen on the chair or bench.

stains or wrinkles. „ Only the correct amount of linen brought into

the room. „ No clean linen placed on floor. „ Any bed disturbed in any way must be

changed with new linen.

Copyright © 198 6- 2011

20

HOUSEKEEPING ROOM ATTENDANT TASK 14: Clean Vanity/Sink/Mirror/Hair Dryer

PROCEDURE „ Spray sink and counter surfaces with all

purpose cleaner; allow chemicals to soak in. „ Scrub surfaces with a sponge and rinse with

hot water. „ Clean, dry glasses/mugs/ashtrays (see Task

STANDARD „ Cleaned daily; free of:

1) 2) 3) 4)

Scum, mold or soap build-up Smudges Hair Odors

„ No dripping faucets.

for procedures on this). „ No clogged drain. „ Dry the entire surface of the sink and vanity,

paying special attention to the chrome fixtures.

„ Stainless is free of spots and prints. „ Medicine cabinet checked in all check-out

„ Leave the sink drainstop in open position. „ Wipe down the hardware beneath the vanity

area.

rooms and cleaned thoroughly. „ Counter and sink are wiped down (dried)

while drying other surfaces of bathroom (tub, toilet, etc.)

„ Open medicine cabinet in check-out rooms.

Wipe down shelves and all surfaces.

„ Pipes under sink wiped down in all check-out

rooms. „ Wipe down mirror:

1) Spray with glass cleaner 2) Start at the top and work down to the bottom 3) Wipe until all glass cleaner has been removed 4) Use clean, dry, lint-free, soft cloth „ Wipe down hair dryer, use a toothbrush to

clean vents of hair dryer. „ Report any repairs as needed.

„ Mirror cleaned after sink and counter are

done. „ Mirror to be free of:

1) 2) 3) 4) 5) 6) 7) 8)

Hair Streaks Smudges Hair spray Debris Fingerprints Cracks Corrosion

„ NOTE: If guest is a stay-over and has left

toiletries on the vanity, clean under them and put back in a neat, orderly manner. Never touch any jewelry items or cases.

Copyright © 198 6- 2011

„ Hair dryer is free of dust, debris and vent are

clear.

21

HOUSEKEEPING ROOM ATTENDANT TASK 15: Sanitize Glasses/Mugs And Wash Coffee Pot

PROCEDURE „ After removing trash from the room, empty

dirty glasses and mugs in the bathroom sink. „ Set glasses/mugs in the sink and spray

thoroughly; allow chemicals to soak in. „ After rinsing bathroom counter/sink, rinse

glasses/mugs with hot water and wash with white mesh cloth.

STANDARD „ Dirty glasses, mugs and coffee pots cleaned

daily. „ Free of streaks, fingerprints, dirt; no chips or

cracks. „ Glasses and mugs are sanitized for __

minute. „ Triple rooms set with __ glasses and __

„ Place glasses/mugs face-up on bathroom

counter. „ Spray glasses/mugs with sanitizer; allow it to

set for __ minute. Proceed to clean the tub and toilet.

mugs; standard rooms set with __ glasses and __ mugs: 1) Two (2) mugs set on top of ice bucket tray, next to ice bucket 2) Two (2) glasses set in front of mugs on ice bucket tray 3) Two (2) glasses set on bathroom counter

„ Wipe glasses/mugs with _____. „ Glasses and mugs placed face down on top of „ Place glasses face down on clean coasters

(either on the ice bucket tray or on bathroom counter).

clean coasters. „ Coasters are free of stains, spots, tears and

bent edges. „ Place mugs face down on clean coasters on

the ice bucket tray.

„ Coffee pot and coffee maker are free of

stains, spots and moisture; turned off. „ Clean coffee pot:

1) 2) 3) 4) 5) 6)

Empty any contents in the sink Spray it with cleaner Rinse with hot water Wipe dry Return it to holder Wipe all surfaces of coffee maker

Copyright © 198 6- 2011

22

HOUSEKEEPING ROOM ATTENDANT TASK 16: Clean Toilet

PROCEDURE „ Use toilet bowl or all-purpose cleaner and

STANDARD „ Cleaned daily.

johnny mop. „ The toilet is free of: „ Squirt under rim of bowl and let chemicals

stand a few minutes. „ Starting under the rim, scrub the inside of the

toilet, being careful not to splash any chemicals on your skin or in your eyes. Clean all surfaces: 1) Rim 2) Seat 3) Hinges 4) Base

1) 2) 3) 4) 5) 6) 7) 8) 9)

Hairs Debris Scum Waste build-up Dust Stains Odors Spots Rust

„ The toilet works properly.

„ Use a pumice stone to remove stains on

porcelain. „ Flush until water in bowl is clean and to

ensure it functions properly. „ Wipe down all hardware. „ Thoroughly dry the outside of the toilet, while

drying other bathroom surfaces in sequence. „ NOTE: Do not use toilet bowl cleaner on any

other surfaces.

Copyright © 198 6- 2011

23

HOUSEKEEPING ROOM ATTENDANT TASK 17: Clean Shower/Tub

PROCEDURE „ Spray all surfaces of shower walls and tub

after putting dirty glasses/ashtrays in the sink. Allow chemicals to soak in. „ Return to clean shower/tub after making

beds, dusting and cleaning the balcony/patio. „ Place the dirty bathmat in the tub and stand

STANDARD „ Cleaned daily. „ Shower walls and tub are free of:

1) 2) 3) 4) 5)

Soap film, dirt, spots Hairs Mildew and mold Lime deposits Rust

on the mat while cleaning. „ All fixtures are shiny; free of spots. „ Use a sponge and water to wash down the

walls: 1) Begin at the top and work down towards the bottom. 2) Wash the tub starting with the inside, working high and on the sides to the drain, then to the exterior. 3) Scrub thoroughly, especially the sides of the tub, as this area accumulates the most soap residue. 4) Pay particular attention to corners and ledges. 5) Clean the shower head, soap dishes, faucets and chrome fixtures. 6) Remove bathmat.

„ Faucet is set for water to come out of the tap,

not the shower head. „ Clothesline is clean and works properly. „ Drain rim is clear and drain is not clogged. „ Drain stopper is left open.

„ Rinse all surfaces thoroughly with hot water. „ Dry all surfaces after cleaning the toilet, sink

and counter. „ Report any scratches, mold/mildew to

supervisor.

Copyright © 198 6- 2011

24

HOUSEKEEPING ROOM ATTENDANT TASK 18: Clean Shower Curtain/Liner

PROCEDURE „ Check shower curtain and liner for any stains,

STANDARD „ Checked daily.

mold or tears. „ Shower curtain/liner is free of: „ Remove soiled curtain/liner to be laundered

and replace with clean one when needed. Place curtain with seam facing inside tub.

1) 2) 3) 4)

Holes, tears and rips Soap film, dirt and stains Hairs Mildew/mold

„ Wipe down shower curtain/liner with dry cloth. „ There is a hook for every "eyelet" in the „ Place bottom of curtain outside of tub; bottom

shower curtain.

of liner inside of tub. „ All hooks face inward. „ Pull curtain/liner halfway towards shower

head end, leaving about ____" open from shower head end.

„ All seams face inward. „ Shower curtains are left open ___" from

„ Arrange curtain in pleats. „ Replace shower curtain with a clean one for

all V.I.P. check-ins.

shower head end. „ Shower curtain is left hanging outside of

tub/liner hangs inside tub.

„ Face the seam of plastic curtain rod cover

towards the shower wall.

Copyright © 198 6- 2011

25

HOUSEKEEPING ROOM ATTENDANT TASK 19: Facial/Toilet Tissue

PROCEDURE

STANDARD

FACIAL TISSUE:

„ Facial tissue is no less than ¼ full.

„ Check facial tissue supply. Replace if less

„ Facial tissue cover polished, free of stains and

than ¼ full. Fold top tissue into a "V".

dust.

„ Wipe the exterior surfaces of box.

„ Toilet tissues face out.

TOILET TISSUE:

„ Toilet tissue is always available for the guest.

„ Cascade toilet tissue over the roller, facing

„ Both facial and toilet tissue have a "V-Fold" on

the guest. Fold end into a "V". „ Replace toilet tissue upon check-out if the roll

the end. „ Replenished daily as needed.

is less than half full. „ Tissues are white. „ Emboss all "V-Folds" with hotel logo. „ Tissues are dry with no spots. „ If roll on holder is half used, set spare

packaged roll on tank.

Copyright © 198 6- 2011

26

HOUSEKEEPING ROOM ATTENDANT TASK 20: Refresh Towels

PROCEDURE „ Place towels on towel shelf/bar:

1) Bath towels folded neatly on shelf with hand towels folded neatly on top. 2) Bath towels folded and hanging on towel bar. Hand towels folded and hanging on top of towel rack. 3) Face towels folded and hanging on top of hand towels on towel rack. 4) Fold each face towel in half and roll before placing in amenity basket. „ Place bathmat over side of bath at opposite

STANDARD „ Towels set to par:

1) 2) 3) 4)

___ bath ___ hand ___ face ___ bathmat

„ Towels are placed in designated locations. „ All towels hung evenly lengthwise and in

width. „ No towel seams or tags exposed to the guest.

end to curtain. „ Towels free of stains, rips and tears. „ See diagram for placement. „ All towels show logo centered and facing right

side out.

Copyright © 198 6- 2011

27

HOUSEKEEPING ROOM ATTENDANT TASK 21: Replace Bathroom Amenities

PROCEDURE „ Set amenities to par and place as per

STANDARD „ Amenities set to pars in designated locations.

property instructions. „ Shortages replaced daily. „ Check the condition and cleanliness of each

amenity.

„ Used and exhausted amenities removed from

the room. „ Remove and dispose of exhausted amenities

in all rooms; remove used amenities from check-out rooms and replace with fresh ones. ___ large soap ___ small soap ___ shampoo ___ conditioner ___ bath gel ___ bubble bath ___ body lotion ___ loofa sponge ___ shower cap ___ shaving cream ___ razor ___ toothbrush kit ___ nail file ___ cotton balls ___ Q-tips ___ sewing kit ___ shoe cleaner ___ disposal bags ___ hairdryer ___ tray ___ cup per person ___ saucer per person ___ spoon per person

„ Amenities are free of stains, dirt, dust, marks

and damages.

„ NOTE: See attached for amenity placement.

Copyright © 198 6- 2011

28

HOUSEKEEPING ROOM ATTENDANT TASK 22: Clean Bathroom Door

PROCEDURE „ Clean both sides of the door with a

dampened cloth using the all-purpose cleaner. „ Remove all scuff marks. „ Dust the entire door, including the hinges and

doorknob.

STANDARD „ Check daily. „ The door, hinges and doorknob are free of:

1) 2) 3) 4) 5) 6)

Fingerprints Smudges Dust Stains Streaks Marks

„ Keep bathroom door open after finished

cleaning the bathroom.

„ No dust on ledges or in corners.

„ Report any damages to supervisor.

Copyright © 198 6- 2011

29

HOUSEKEEPING ROOM ATTENDANT TASK 23: Clean Bathroom Floors

PROCEDURE „ Sweep away debris and dust, paying

particular attention to corners and behind the toilet. „ Use damp rag to pick up hairs. „ Remove any scuff marks. „ On hands and knees using a sponge and all-

purpose cleaner, wash entire bathroom floor.

STANDARD „ All floors swept and cleaned daily. „ Floors to be free of:

1) 2) 3) 4) 5) 6) 7)

Dirt Dust Hair Footprints Marks Spots Stains

„ Wipe floor dry. „ Inspect floor for cleanliness and pick up any

hairs.

Copyright © 198 6- 2011

30

HOUSEKEEPING ROOM ATTENDANT TASK 24: Making A Bed

PROCEDURE „ Strip bed.

STANDARD „ All linen is clean, pressed, free of rips, tears

and stains. „ Call Housekeeping to have any bedboards

removed.

„ Blanket, bedspread and pillows never placed

on floor. „ Make sure box springs and mattresses are

properly aligned.

„ Mattress pad is not stained or soiled and is

placed evenly on top of bed. „ Check that mattress pad is clean and place it

flush with head of bed. „ Check bed skirting condition and alignment.

„ Correct sheet size is placed on beds. „ Damaged linens kept separated from dirty

linens. „ Select appropriate size sheet for bed and

open out over top of bed, making sure all sides fall evenly. „ Check condition of sheets while placing them

on beds. „ Standing at the foot of the bed, place the wide

hem of the bottom sheet toward the head of the bed. 1) Make sure all sides hang evenly. 2) Tuck sheet under mattress at the foot of bed to hold it firmly. 3) Miter the corner and tuck the sheet under mattress along that one side. „ Place second sheet, seam side facing up and wide hem aligned at headboard, in line with head of mattress. Make sure sides hang evenly.

„ Box spring and mattress are flush against the

headboard wall. „ Sheets, blanket, dust ruffle and bedspread

hang evenly on each side of the bed. „ Bottom sheet is completely tucked under the

mattress on all sides. „ Top edge of blanket is aligned 6" from the

headboard and is covered by the second sheet (and top sheet in rooms where used). „ Third (top) sheets are used on V.I.P. rooms

only. „ Sheets and blanket are completely tucked

under 3 sides of the mattress (both sides and the foot of the bed).

„ IF USING A THIRD (TOP) SHEET:

1) Center third sheet on top of blanket, allowing a 2" overage at the head of blanket. 2) Wrap the overage around the blanket, covering the blanket edge. 3) Fold bottom sheet over both blanket and top sheet.

„ All bed corners are mitered. „ No linen tags showing. „ Pillows are completely covered by the

bedspread. „ All pillows on a bed are the same size, height

Copyright © 198 6- 2011

31

HOUSEKEEPING ROOM ATTENDANT TASK 24: Making A Bed

PROCEDURE „ Fold top edge of second sheet over the top

STANDARD and fluffiness.

edge of blanket. „ Pillows are flush against the headboard. „ Tuck sheets and blanket tightly under

mattress at the foot of bed. „ Miter the corner at the foot of bed and tuck in

the rest for that side of the bed. „ With bed finished on one side, move to the

opposite side and starting at the foot of the bed, miter the corner. „ Move to the head of the bed and lay back the

top sheet, blanket and second sheet. „ Tuck in bottom sheet. Pull this sheet very

tightly before tucking under the mattress. „ Straighten out the top bedding so that it

„ Pillows are never placed under your chin

when putting on the pillow cases. Pillow placement: 1) ___ on a king bed 2) ___ on a double bed 3) ___ on a twin bed „ Bed is realigned after it is made up. „ Finished bed has a smooth, even appearance,

no lumps or wrinkles. „ Soiled sheets and linens on cribs/rollaways in

occupied rooms are changed daily. „ Cribs are free of dust, soil and smudges.

hangs down the side. „ Tuck all very tightly under mattress. „ Center bedspread at the foot of the bed.

1) Make sure the corners at the foot of the bed fit snugly on each corner. 2) Make sure all sides hang evenly. 3) Leave the top end at the headboard open for pillows. „ Open the pillow case and slide it over the

pillow towards you. 1) Tuck in both ends of pillow case to make an envelope fold. 2) Shake the pillow to evenly distribute the feathers. 3) Lay pillows flush to the headboard, smoothing them from middle to outer edges. „ Fold top end of bedspread over the pillows Copyright © 198 6- 2011

32

HOUSEKEEPING ROOM ATTENDANT TASK 24: Making A Bed

PROCEDURE

STANDARD

and tuck it under them snugly. „ Straighten corners of bedspread, and smooth

out surface. „ Cribs/Rollaways:

1) If present in the room, change the sheets and any soiled linens; make up the bed. 2) Wipe down the surfaces of the crib.

Copyright © 198 6- 2011

33

HOUSEKEEPING ROOM ATTENDANT TASK 25: Clean Under Bed

PROCEDURE „ Check under the beds for trash and any items

left over. Remove all trash and any additional linen.

STANDARD „ All check-out and deep cleaning rooms

checked. „ No trash left under bed or between mattress

„ Carefully reach between the mattress and

and box springs.

box springs and remove any trash. „ All dust ruffles hang even to floor and well„ Make certain boxspring fabric is not torn or

maintained.

hanging. „ Check centering of dust ruffles. „ Turn any items left into "Lost and Found."

Copyright © 198 6- 2011

34

HOUSEKEEPING ROOM ATTENDANT TASK 26: Bathrobes/Slippers

PROCEDURE „ Inspect condition and cleanliness of robe(s)

and slippers.

STANDARD „ Robes/slippers are clean, free of stains, tears,

holes and strings.

„ If soiled or damaged, replace items.

„ One robe card in left pocket of each robe.

„ If check-out room, replace soiled items with

„ Robe card is not bent or torn; free of spots

clean, fresh ones. „ Hang one robe per person on pants hanger in

closet. 1) Place one robe card in left pocket of each robe. 2) Neatly tie belt around waist of robe and let ends fall in front.

and marks. „ Robes tied and hung neatly in closet. „ One robe and one pair of slippers per person

are set in: 1) Deluxe ocean view rooms 2) V.I.P. rooms 3) All suites

„ Place one pair of slippers (wrapped in plastic)

per person on closet floor, beneath hanging robe.

Copyright © 198 6- 2011

35

HOUSEKEEPING ROOM ATTENDANT TASK 27: Straighten Guest Personal Items

PROCEDURE „ Straighten up guest belongings which are

laying around the room: 1) Pick up clothing from floor, fold neatly and place on chair 2) Align shoes neatly in pairs (outside of closet only) 3) Align chairs to proper positioning 4) Neatly arrange guest's toiletries 5) Put caps back on bottles 6) Close closet door and bureau drawers (if left open by guest)

Copyright © 198 6- 2011

STANDARD „ Guest clothing is picked up from the floor and

neatly folded. „ Do not place anything inside drawers. „ Do not open any drawers or the closet. „ Do not touch any money, jewelry, other

valuables or any business papers/computer equipment.

36

HOUSEKEEPING ROOM ATTENDANT TASK 28: Clean Closet/Door/Safe

PROCEDURE

STANDARD

„ NOTE: If guest is a stay-over, do not clean

„ Only closets in check-out rooms are cleaned. closet, just replace laundry bag (if necessary). „ Hangers are free of chips and paint spots, and Close closet doors if guest items are not in not broken. the way.

INSIDE CLOSET:

„ The closet is neat, organized and free of

debris and dust. „ Check hangers. Remove any broken ones.

Replace to par and hang evenly.

„ ___ laundry bags on shelf with ___ laundry

slips neatly folded on shelf/hanger. „ Remove any wire or plastic hangers in check-

out rooms only. „ Place one extra pillow on closet shelf.

„ Hangers at par and hung evenly.

1) ___ skirt hangers 2) ___ satin hangers 3) ___ pants hangers

„ Check the walls and wipe down any marks. „ Pillows neatly stacked on closet shelf and „ Wipe down shelf/rack using cleaning solution.

covered with pillow case in envelope fold.

„ Report the walls which are in need of repair.

„ Luggage rack is free of dirt and rust.

„ Wipe down the luggage rack and place it

„ No marks on wall.

closed against the back wall of closet. „ No dust on shelves or in corners. „ Check laundry bags, slips and shoe bags;

replace as needed to par. „ CLOSET SAFE:

1) Check inside the safe and turn any items left by guest in to Lost and Found 2) Remove any debris 3) Dust the exterior surface, paying particular attention to the top of the safe „ CLOSET DOOR:

„ Safe is free of dust and dirt. „ In check-out rooms, key is in the door lock of

the safe. „ Door of safe is left closed. „ Doors function properly and are clean:

1) No marks 2) No dust 3) No fingerprints

1) Clean the doors, inside and out, using a dampened cloth with all-purpose cleaner 2) Dust louvers and all surfaces of door with a „ The mirrors are clean with no cracks, streaks, fingerprints, smudges or smears. dust brush 3) Remove any scuff or soil marks on door „ Hinges are polished and dust free. 4) Polish the hinges with a dry cloth Copyright © 198 6- 2011

37

HOUSEKEEPING ROOM ATTENDANT TASK 28: Clean Closet/Door/Safe

PROCEDURE „ DOOR TRACKS:

1) Clean the tracks using the cleaning solution and a cloth 2) Vacuum all debris from inside of tracks 3) Clean the mirrors using glass cleaning solution and dry them with a clean cloth 4) Wipe the doorknob with clean soft cloth

STANDARD „ Doorknobs are clean and shiny. „ The tracks are clean:

1) No debris 2) No dust 3) No corrosion „ Doors are closed when finished cleaning the

„ Close closet doors.

closet.

„ Report any damages to supervisor.

Copyright © 198 6- 2011

38

HOUSEKEEPING ROOM ATTENDANT TASK 29: Clean Furniture

PROCEDURE „ Use a clean dust cloth with polishing solution

to clean all furniture pieces: 1) Armoire 2) Dresser 3) Nightstands 4) Headboard 5) Bed posts 6) Coffee table 7) Desk 8) Non-fabric chairs and sofas 9) Wooden legs/arms

STANDARD „ Furniture dusted daily; free of:

1) 2) 3) 4) 5) 6)

Dust Dirt Fingerprints Smears Smudges Marks/scratches

„ The furniture is in good repair, sturdy and

stable. „ Crevices in rattan furniture free of soot, dirt

„ Wipe, dry and buff to a high luster, removing

all dust, smudges and fingerprints. Pay attention to tops, sides, legs, arms and intricate woodwork on all furniture.

and debris. „ Bed frames and headboard are free of dust. „ Check-out rooms:

„ In all check-out or vacant rooms, open all

drawers/doors and remove any items left by guest. Dust inside, paying attention to corners and ledges.

1) Drawers are empty and free of hair/debris 2) Any items left by guest are turned in to lost and found „ Any damage reported immediately.

„ Use feather duster for inside shelves and all

high places.

„ Furniture positioned to floorplan.

„ Brush cloth covered areas of upholstered

furniture. „ Use a damp rag to wipe off the vinyl cushion

section of any furniture (i.e., headboards). „ Wipe down bed frames once every ___

weeks as scheduled. „ Use toothbrush to clean crevices in rattan

furniture. „ Report any damaged furniture or repair needs

to supervisor. „ Set furniture straight to floorplan (see

attached). Copyright © 198 6- 2011

39

HOUSEKEEPING ROOM ATTENDANT TASK 29: Clean Furniture

PROCEDURE

Copyright © 198 6- 2011

STANDARD

40

HOUSEKEEPING ROOM ATTENDANT TASK 30: Sofa, Chairs And Cushions

PROCEDURE „ Pull out pillows and cushions from the chairs

STANDARD „ Checked daily.

and the sofa. „ No trash under sofa or between cushions. „ With a damp cloth, remove all debris, dust

and foreign particles. „ Check under the chair and sofa for trash.

„ Dust and debris removed. „ All cushions free of rips, tears and stains.

Remove if present. „ Pillows are fluffed. „ Fluff up pillows and replace on couch. „ Inspect pillows and cushions for tears, rips

and stains. „ Report any damage to the supervisor. „ Clean with hand vacuum monthly.

Copyright © 198 6- 2011

41

HOUSEKEEPING ROOM ATTENDANT TASK 31: Clean Artifacts

PROCEDURE „ Use clean, slightly damp, soft cloth to wipe

STANDARD „ Cleaned daily.

artifacts. „ No dust. „ Do not remove from holder or wall mount

unless necessary for cleaning purposes.

„ No breakage.

„ NOTE: Extreme caution should be used

when cleaning all artifacts because of value of items.

Copyright © 198 6- 2011

42

HOUSEKEEPING ROOM ATTENDANT TASK 32: Clean Pictures/Mirrors/Frames

PROCEDURE

STANDARD

„ Dust all sides of frame using clean soft cloth.

„ Dusted daily.

„ Take a clean cloth, dampened with window

„ Do not spray solution directly onto framed

cleaning solution and wipe the entire glass surface of the pictures/mirrors; start at the top and work down to the bottom. „ Dry the glass surface with a clean dry cloth

until all glass cleaner is removed. „ Check for smears, smudges and streaks.

pictures/mirrors. „ Pictures/mirrors/frames are free of:

1) 2) 3) 4) 5) 6)

Dust Cracks/chips/dents Streaks Smears Fingerprints Mildew

„ Report any damaged or missing pictures to

supervisor.

„ Do not stand on chairs to reach items; attach

rag to broom instead.

Copyright © 198 6- 2011

43

HOUSEKEEPING ROOM ATTENDANT TASK 33: Clean Television/VCR/Remote

PROCEDURE „ NOTE: Always have the television off and

never spray directly on television (may cause shock to you or damage to set). „ Check that television is working properly.

Report any malfunctions to supervisor. Set to in-house channel _____.

STANDARD „ Checked daily. „ Television/VCR/remote free of dust and dirt. „ Screen clean, no streaks. „ Television off during cleaning.

„ With a cloth, dampened with cleaning

„ Television set to in-house channel. solution, wipe the outside of the television set, „ Television stand, vents and base clean and VCR and remote control unit. free of dust. „ Dampen cloth with window cleaning solution „ Television/VCR/remote in working order. and wipe down television screen. „ Clean and dust underneath set and back

vents. „ Place remote control on _____:

1) Ensure that the channel labels are properly attached to the back of the unit. 2) Check condition and legibility of channel labels.

„ Remote control unit placed on top of T.V.,

next to cable box. „ Current T.V. Guide placed on ____. „ Current movie rental insert positioned evenly

in cable box. „ Clocks reset to correct time in check-out

„ Place current weekly T.V. Guide on ___.

rooms only.

„ Place current movie rental insert on ___. „ Check clock time and reset if inaccurate

(check-out room only).

Copyright © 198 6- 2011

44

HOUSEKEEPING ROOM ATTENDANT TASK 34: Clean Alarm/Clock Radio

PROCEDURE „ NOTE: Do not spray all-purpose cleaner

STANDARD „ Clean daily.

directly on radio. „ Clock free of dust and dirt. „ Clean and wipe alarm clock. „ Correct time shown in check-out rooms. „ Use a toothbrush to clean vents. „ Alarm left in "Off" position in check-out rooms. „ Make sure alarm is set to "off" position

(check-out rooms only).

„ Station set to channel _____ in check-out

rooms. „ Set correct times if inaccurate (check-out

rooms only).

„ Alarm, clock and radio in working order.

„ Turn on radio to check that it is in working

order. Set to station ___, and turn it off. „ Report any non-functioning units to

supervisor.

Copyright © 198 6- 2011

45

HOUSEKEEPING ROOM ATTENDANT TASK 35: Clean Lamps/Light Switches

PROCEDURE „ Dust, using a cleaning cloth dampened with

STANDARD „ Clean daily.

all-purpose cleaner. „ Lamp clean and dust free. „ Wipe down all parts (harp, finial, base, cords

and shades).

„ Shades clean, no rips or stains and set

straight. Seams face the wall. „ Clean the inside of the lamp shade. „ Switches and bulbs in working order and dust „ Dust all bulbs with a dry cloth. „ Remove all dust, spots and fingerprints on

free. „ Burnt out bulbs replaced.

light switches. „ Ensure 60 watt bulbs (minimum) are used. „ Turn on all lights to make sure bulbs and

switches are in working order. Replace as needed. Make sure wattage is correct.

„ Three-way bulbs (50-75-100) used in

___lamps.

„ Use a toothbrush to clean pleated shade. „ Straighten lamp shades. Face seams to wall.

Copyright © 198 6- 2011

46

HOUSEKEEPING ROOM ATTENDANT TASK 36: Clean Telephones

PROCEDURE „ NOTE: Do not spray cleaner on phone. „ Inspect working condition of all phones.

Report any malfunctions to supervisor. „ Using a cloth dampened with all-purpose

cleaning solution, wipe the entire telephone (hand set, cradle, cord and base). „ Remove the phone from the cradle; pay

attention to ear and mouthpiece and remove any build-up of grease from hair oils and make-up that may be on piece.

STANDARD „ Telephone cleaned daily, free of:

1) 2) 3) 4) 5)

Dust Grease Hair Sticky spots Mildew

„ Cord must hang properly. „ No exposed wires. „ All phones function properly. „ Telephones properly placed in designated

„ Use a toothbrush to clean vents.

locations.

„ Ensure that the correct room number is on

the phone and that the face plate is legible and undamaged. „ Ensure placement of telephones are as

follows: 1) One on night stand, parallel to right edge of stand 2) One on desk 3) One in bathroom „ Wrap cord around telephone in bathroom so

the cord does not touch the toilet paper.

Copyright © 198 6- 2011

47

HOUSEKEEPING ROOM ATTENDANT TASK 37: Clean Ice Bucket/Tray

PROCEDURE „ Empty any liquid from the ice bucket into the

sink. „ Wipe entire surface, inside and out with a

STANDARD „ Ice bucket and tray free of stains, mildew,

water spots and fingerprints. „ Placed in room on top of _____.

clean cloth. „ Wipe tray surface, removing any spills or

stains. „ Dry thoroughly and place _____. „ Make sure ice tongs are clean and placed

next to ice bucket.

Copyright © 198 6- 2011

48

HOUSEKEEPING ROOM ATTENDANT TASK 38: Clean Mini Bar

PROCEDURE „ Use a cloth dampened with all-purpose

STANDARD „ Checked daily.

cleaner to wipe down all surfaces of mini bar. „ Free of marks, dust, spills and dirt. Not sticky. „ Make sure unit is plugged in and door is

locked shut.

„ Mini bars are securely locked and functioning.

„ Report any damages to supervisor.

Copyright © 198 6- 2011

49

HOUSEKEEPING ROOM ATTENDANT TASK 39: Align Drapes And Clean Shutters/Blinds

PROCEDURE DRAPERY:

STANDARD „ Drapes and sheers in good working order,

pressed and free from holes, stains and dust. „ Test drapes and shears by opening and

closing completely. „ Make sure they meet when closed and hang

„ Hang evenly. „ All hooks in place.

evenly. „ Daytime alignment: „ Check condition and cleanliness.

1) Check that all hooks are in place 2) Report any damage or repairs needed to supervisor „ Remove dust on drapes with a small vacuum

1) Sheers closed 2) Drapes open „ Nighttime alignment:

1) Sheers closed 2) Drapes closed

once every two weeks. „ Shutters/blinds in good working order. „ Beat drapes daily to remove dust. „ Shutters/blinds free of dust and debris.

SHUTTERS: „ Using a high duster, dust shutters starting

from the top and ending at the bottom. Make sure slates are open to get inside grooves and corners. „ Report any loose or broken shutters to

Housekeeping.

Copyright © 198 6- 2011

50

HOUSEKEEPING ROOM ATTENDANT TASK 40: Replace Bedroom Amenities

PROCEDURE „ Set amenities to par and place as per

STANDARD „ Amenities set to pars.

property instructions. „ Shortages replaced daily. „ Check the condition of cleanliness of each

amenity.

„ Used and exhausted amenities removed from

the room. „ Remove and dispose of exhausted amenities

in all rooms. ___ current hotel promotion cards ___ Health Club brochure ___ Preferred Hotel brochure ___ Hotel brochure ___ American Express brochure ___ Guest Services directory ___ Room Service menu ___ Door Knob menu ___ Daily Activities sheet ___ T.V. Guide ___ movie rental insert ___ envelopes ___ stationary paper ___ postcards ___ pens ___ tablets/notepads ___ in-house telephone directory ___ telephone rate card ___ Gideon Bible ___ laundry bag ___ laundry slip ___ shoe bag ___ comment card ___ matches

„ Amenities are free of stains, bent edges, tears

and marks. „ All literature is current. „ Pen has enough ink to write; pencils are

sharpened and with full eraser head intact.

„ Refer to attached property diagram.

Copyright © 198 6- 2011

51

HOUSEKEEPING ROOM ATTENDANT TASK 41: Clean Balcony/Patio/Plants

PROCEDURE „ Turn on light switches to make sure they work

STANDARD „ Checked daily.

properly. Check for correct wattage (___). „ Balcony free of: „ Spray walls, railings, and bird droppings with

cleaner; allow chemical time to set in. „ Wipe and clean all railings and light fixtures

with a damp cloth or sponge. „ Using cloth and all-purpose cleaner, wipe

down patio furniture: 1) Chair back, seat, legs 2) Tabletop, underside, legs

1) 2) 3) 4) 5)

Trash Cobwebs Debris Dust Bird droppings

„ Light fixtures in working order and clean. „ No debris is pushed over edge of balcony. „ Patio furniture free of debris, crumbs,

„ Clean glasstop tables with window cleaner

cobwebs, stains, spots and tears.

and wipe dry. „ Furniture sturdy and not damaged. „ Sweep floor with broom. Use dustpan to

scoop up dirt. Do not sweep over edge.

„ Plants and planters free of dead leaves and

debris. „ Using hose, wash down balcony weekly. „ Balcony/patio floor hosed down weekly. „ Clean patio door tracks. „ Spot clean fingerprints/smudges on glass

doors. „ Remove all dead leaves and debris from

plants and planters. „ Close patio door when finished cleaning. „ Notify supervisor of any dead plants and

repairs to be made.

Copyright © 198 6- 2011

52

HOUSEKEEPING ROOM ATTENDANT TASK 42: Clean Windows

PROCEDURE „ Spray or wipe windows with a window

STANDARD „ Spot-cleaned daily.

cleaning solution. „ Windows free of dust, dirt, spots, streaks, „ Start at the top and work down.

smudges or fingerprints.

„ Wipe with a dry rag until clear and dry.

„ Windows closed and locked.

„ Remove all dust, spots and smears.

„ Window frames free of dust, dirt and

smudges. „ Inspect condition of windows and report any

damage to supervisor.

„ No cracks.

„ Use glass cleaner to wipe down the frame of

window.

Copyright © 198 6- 2011

53

HOUSEKEEPING ROOM ATTENDANT TASK 43: Clean Entrance Door(s)

PROCEDURE „ Wipe both sides of door and door frame,

STANDARD „ Checked daily.

using cloth dampened with cleaning solution. „ Door free of fingerprints, smudges, scratches, „ Remove any marks.

dust, dirt, stains and marks.

„ Wipe vinyl track. Vacuum any debris.

„ Track free of dirt, debris and stains.

„ Clean all hinges and area where the door hits

„ Hinges, door knob and hardware clean and

the casing.

polished.

„ Wipe the doorknob.

„ Lock system functioning properly.

„ Check all locks and dead bolts to ensure

„ Peep hole is clean and clear.

working condition. „ Fire safety rate cards (where required) are „ Ensure fire safety procedures and rate cards

current and posted clearly.

are clean and in good condition. „ Door cards are clean, free of smudges, rips „ DOOR CARDS:

1) Wipe both sides of cards with dampened cloth. 2) Replace sign if damaged, dirty or missing. 3) Put sign on inside door knob or dead bolt with the "Do Not Disturb" side facing the room.

and frayed edges; placed on inside of entrance door, facing the room.

„ Report any damages to supervisor.

Copyright © 198 6- 2011

54

HOUSEKEEPING ROOM ATTENDANT TASK 44: Clean Air Condition/Heating Unit

PROCEDURE „ Wipe and clean entire unit, including vents

and grids, using a cloth dampened with allpurpose solution.

STANDARD „ Air conditioning/heating unit free of rust,

smudges, dirt, dust and streaks. „ Air temperature set to ____° F.

„ Set air temperature control to ___° F. „ Thermostat control free of dust, rust, smudges „ If room is too hot or unable to regulate, report

and dirt.

to Engineering services. „ Clean vents and grid with a toothbrush.

Copyright © 198 6- 2011

55

HOUSEKEEPING ROOM ATTENDANT TASK 45: Clean Baseboards/Ledges

PROCEDURE

STANDARD

„ Move furniture away from wall.

„ Cleaned daily.

„ Using a damp cloth, dust along baseboards

„ Baseboards free of dust, spots, stains and

moving clockwise around room, including behind furniture.

scuff marks. „ Corners and ledges free of dust and debris.

„ Remove all dust, spots, stains and scuff

marks. „ Pay particular attention to corners and

crevices.

Copyright © 198 6- 2011

56

HOUSEKEEPING ROOM ATTENDANT TASK 46: Vacuum Room

PROCEDURE „ Close the patio/balcony door before starting

STANDARD „ All carpeted areas vacuumed daily.

to vacuum. „ Carpets are free of dust, debris, stains and „ Start at the corner farthest from the entrance

door and work your way out of the room (avoid running over vacuum cords).

spots. „ Patio/balcony door closed when vacuuming

room. „ Pay close attention to corners and crevices. „ All lights turned off by the time the room is „ Use toy broom to bring dirt from corner of wall

finished.

and tight areas between furniture. „ All vacuums cleaned and bags replaced at the „ Use _____ to remove spots and stains.

end of shift.

supervisor if unable to remove them. „ Only pull cord from wall by grasping the plug „ Do not run vacuum into furniture.

at the socket.

„ Move small pieces of furniture and vacuum

under each. „ Turn off lights as you work toward the door

using wall switch, not lamp switch. „ At end of shift, empty vacuum bag and wipe

off vacuum. Check roller for build-up debris.

Copyright © 198 6- 2011

57

HOUSEKEEPING ROOM ATTENDANT TASK 47: Spray Rooms

PROCEDURE

STANDARD

„ Follow proper procedures for entering room.

„ Spray entire room.

„ Carefully spray room with deodorizer or

„ Upon request.

disinfectant being certain not to leave marks on furniture, glass, etc.

„ No marks left on furniture or glass.

„ Notify supervisor if any strong odor remains.

Copyright © 198 6- 2011

58

HOUSEKEEPING ROOM ATTENDANT TASK 48: Inspect Room

PROCEDURE „ Double check presentation of room, starting

from closet and working your way around entire room.

STANDARD „ Rooms left neat and tidy. All cleaning

supplies removed. „ Temperature set to ___ ° F.

„ Ensure that the room has a neat and tidy

appearance and that all cleaning supplies have been removed from the room. „ Pick up telephone and enter code for clean

room. Refer to maid dial-in card for code to use for occupied and vacant/clean. „ Pull the door closed tightly on your way out.

Ensure that door is locked. „ Update clean status on assignment sheet.

„ Balcony/patio doors are securely locked

closed. „ All lights are turned off. „ Entrance door closed completely and locked. „ Proper room status written beside room

number. „ Room number circled on assignment sheet to

note it as complete. „ Room status called/dialed in to Housekeeping

prior to leaving the room.

Copyright © 198 6- 2011

59

HOUSEKEEPING ROOM ATTENDANT TASK 49: Making Up Cribs And Rollaway Beds

PROCEDURE „ Upon request proceed to designated crib

STANDARD „ Requests are delivered within ___ minutes.

storage area. „ All cribs and rollaways to be free of dust, „ Dampen cleaning cloth with all-purpose

smudges and debris.

cleaner. „ All cribs and rollaways to have clean sheets, „ Wipe crib with cleaning cloth removing soil,

with no holes, tears or stains.

dust and hand grease. „ All cribs and rollaways are made up and „ Transport crib/rollaway via service elevator to

stored with freshly made sheets.

room. „ Take proper size sheets, blanket and pillows.

Make up bed inside the guest room.

Copyright © 198 6- 2011

60

HOUSEKEEPING ROOM ATTENDANT TASK 50: ___ P.M. Report

PROCEDURE „ When assigned a floor for p.m. count, start at

one end of the hall and physically check each room on the floor. 1) Knock and announce "Housekeeping" according to procedure. 2) Enter room and check bathroom, closet and guest room for guest presence. 3) Record the status of the room on night count sheet: a) vacant clean b) vacant dirty c) picked up d) occupied and clean e) occupied and dirty 4) Turn reports in to Housekeeping office promptly after completion.

STANDARD „ All night counts completed by ___ p.m. „ All rooms found occupied and dirty reported to

Housekeeping office immediately. „ All night counts turned into Housekeeping

office immediately upon completion.

„ Call into Housekeeping immediately any

rooms found occupied and dirty.

Copyright © 198 6- 2011

61

HOUSEKEEPING ROOM ATTENDANT TASK 51: Return And Restock Cart

PROCEDURE „ Check with supervisor before leaving

floor/section. „ Return cart to linen room:

1) Remove any dirty linen or trash from cart and drop down appropriate chutes. 2) Wipe off cart removing any debris or dirt.

STANDARD „ Supervisor is asked for permission to leave

floor. „ All carts returned to designated area. „ All dirty linen and trash removed from cart and

disposed in proper locations.

„ Place dirty glasses in glass rack.

„ Cart free from trash or debris, smudges or dirt.

„ Restock cart for next day with:

„ No dirty ashtrays to be brought back to the

linen closet. „ LINEN/TERRY:

___ double sheets ___ king sheets ___ pillow cases ___ bath towels ___ hand towels ___ washcloths ___ bath mats ___ bath rugs (check-out rooms) ___ bathrobes „ BATHROOM AMENITIES:

___ toilet tissue ___ facial tissue - boutique ___ facial tissue - boxes ___ water conservation cards ___ glass covers ___ glasses ___ shower liners ___ shower curtains ___ shower caps ___ shampoo ___ conditioner ___ toothbrush kits ___ face soaps ___ body soaps ___ bath gels ___ lotions ___ fabric wash ___ vanity kits Copyright © 198 6- 2011

„ Cart restocked to par. „ Cart tidy and well-organized for the next day. „ Cart stored in linen closet. „ Carts are balanced and not broken. „ Carts are not overloaded with linen. „ Linen and terry are free of stains, spots and

not frayed or discolored. „ All bathroom amenities are full and:

1) Free of dust, dirt and tears or damages 2) Boxes are free of marks and dents „ Bedroom amenities are:

1) Free of stains, spots, marks, bent edges and tears 2) Current 3) Ashtrays, glasses and coffee cups are free of stains, chips and cracks „ Bottles of cleaning supplies are clearly labeled

and full; all sprayers function. „ All chemicals are handled according to MSDS

guidelines. 62

HOUSEKEEPING ROOM ATTENDANT TASK 51: Return And Restock Cart

PROCEDURE ___ aloe vera ___ sewing kits

STANDARD „ Bed linens or hotel terry are never used for

cleaning. „ BEDROOM AMENITIES:

___ laundry bags ___ laundry slips ___ movie cards ___ matches ___ ashtrays ___ weekly flyers ___ comment cards ___ note pads ___ pens ___ postcards ___ envelopes ___ sheets stationery ___ telephone rate cards ___ DND signs ___ magazines ___ coffee cups ___ glasses

„ Vacuum cleaner is:

1) Free of dust and dirt 2) Free of exposed wire 3) In working condition „ Vacuum bag is not full. „ Cleaning equipment is in good working

condition: 1) Bristles are firm and full 2) Scrubbers are not worn down 3) Buckets are free of dirt and cracks/holes

„ CHEMICALS/SUPPLIES:

1) Furniture polish 2) All-purpose disinfectant 3) Toilet bowl cleaner 4) Window cleaner 5) Room deodorizer 6) Mold/mildew remover 7) Chrome polish 8) Mop 9) Vacuum 10)Broom 11)Dust pan 12)Brown dusting brush 13)Scrub brush 14)Grout brush 15)Buckets 16)Rags 17)Trash liners 18)Light bulbs 19)Gloves Copyright © 198 6- 2011

63

HOUSEKEEPING ROOM ATTENDANT TASK 51: Return And Restock Cart

PROCEDURE

STANDARD

„ Wipe down vacuum cleaner surface and

replace bag as needed.

Copyright © 198 6- 2011

64

HOUSEKEEPING ROOM ATTENDANT TASK 52: Clean Vacuum Machines

PROCEDURE „ Empty vacuum bag or container directly into a

plastic bag, preferably in an open area. „ Replace bag or canister. Include carpet

fresh. „ Wipe outside of vacuum cleaner with a

STANDARD „ Bags/containers empty and replaced in

vacuum after ___ rooms. „ Vacuum cleaner wiped clean and free of dirt

and smudges. „ Each vacuum is in working order.

dampened cloth, including cords. „ Any malfunctioning machines must have a „ Check cords for frays or visible wires. If there

are none, properly wind onto machine.

work order written and attached to vacuum. Deliver to Engineering.

„ Report faulty equipment immediately to

supervisor.

Copyright © 198 6- 2011

65