Housekeeping
What a guest expects - Hotel must be ______at all times, inside and out! Hotel reception area gives a guest their first impression, it must be ______; warm, airy and welcoming; ______.
What you should expect - A hotelier must continually assess the state of readiness to accept guests, look at your property from a ______to see if it looks appealing and inviting. Check the ______, & ______!
Make sure the staff working in the hotel is aware of your standards for cleanliness and order.
The housekeeping staff “______” of the hotel!
______- Good sanitation and cleaning prevent the spread of diseases and infection.
Clean is the state of being ______
Sanitary is the state of being ______or having a safe level of pathogens
Cleaning –
- ______the carpeting and draperies
- ______the furniture
- ______the desk area
- ______, an odor causing fungus
Mildew grows on damp surfaces, such as shower curtains, damp sheets, bathroom fixtures, floors, window sills
Sanitizing –
Must use a ______to kill all germs and bacteria (pathogens)
Surfaces are sanitized by ______.
- Telephones and television remotes must also be sanitized daily too!
Executive Housekeeper a/k/a ______
Oversees the largest department of a hotel, perhaps up to ______are in the department
The logistics of servicing a large number of rooms with a large staff on a daily basis can be very challenging.
Guest surveys consistently rank ______!
Skills needed for the Exec. Housekeeper job
•______– oversee a large number of people often from varied backgrounds, hires & fires employees; interacts with other departments; maximize loss prevention
•______– scheduling employees, insuring room standards, ordering and tracking use of supplies, forecast number of rooms to be used each night, record keeping….
•______– personal and your staff, hold Daily Standups
•______- to maintaining high standards, training staff
INSPECT WHAT YOU EXPECT!
Assistant Executive Housekeeper - The ______under the Executive Housekeeper, the duties include:
•______the housekeeping office, room inspectors and room attendants
•______on room occupancy & departures
•______to the room attendants
•Answers phone calls
•Processes ______of guest rooms
•Issues ______
•Keeps and files all ______from Room Attendants
•Controls all ______used by Room Attendants
•______deemed Clean by Room Inspectors
•______- dust high areas, clean AC vents, remove toilet bowl stains, rust spots, shampoo carpeting, vacuum draperies
Housekeeping Personnel
Room Inspector
•A member of the housekeeping team who checks the room after it is cleaned, ______(Book of Mormon)
•Makes certain the room is ______
•Keeps records ______
•Inspects every VIP Room
Room Attendants
•Cleans an average ______
•Approximately ______
(longer time allotted for checkout rooms vs. stayovers)
Room Attendants “______” when it is cleaned and ready for Resale.
Rooms are ready by ______, hotel check-in time
Checkout time is anywhere from 11 AM – 1 PM
Daily duties
Enter the guest room
Clean the guest room
Provide the proper supplies
Report problems
Limit guest access
Provide turndown service
Entering a Guest Room
•Always knock and say “Housekeeping” a ______before entering a room slowly
•If the room is empty the room attendant can begin working; if the room is occupied, the room attendant ______.
•Place cleaning ______
Procedure for cleaning a guest room
•Turn on lights, open drapes, set air conditioner (72° F Marriott standard)
•______, noting room number
•______ashtrays, mirrors, furniture
•______furnishings
•______trash
•Vacuum
•______the beds
•Clean & Sanitize the bathroom – tub, sink, floor and toilet
•______supplies
•______
•______
•Close drapes, reset AC, spray room freshener
•______
•Leave room and lock the door
Linens
______is the term used to identify all guest room items made of cloth, such as sheets, bedspread, comforter, towels, floor mats, bathrobes
Linens are ______in-house in the Laundry.
Linens should be discarded & replaced when they are: ______
Clean Linens are stored in a ______on each guest floor.
Dirty Linens are removed from the Room Attendants cart and taken to laundry by the floor supervisor.
Evidence of Bed Bugs
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*
Housekeeping Carts
Helps Room Attendants work ______b/c it holds all cleaning supplies, equipment, guest room supplies and linens
Items are often ______due to varying levels of knowledge of English language
Cart has a small basket (caddie) for carrying all cleaning sprays, rags, etc.
Cosmetics and small amenities are usually stored ______to prevent guests from taking souvenirs!
Carts also have a ______
______for collecting dirty linens
______
Housekeeping carts should be cleaned and sanitized at the end of each shift
Carts are refilled by night shift employees
Guest Supplies a/k/a Consumables
Most properties supply:
toilet paper, facial tissue, writing tablet and ink pen
______- small bars of soap, small shampoo, hair conditioner, mouthwash, body lotion, shoe shine cloths, disposable shower caps are often provided by limited and full-service hotels
______-coffee, tea, bottled water & condiments
City & Restaurant guides
______
Book of Mormon
______
Non-consumable amenities
Iron, ironing board
______
Alarm clocks
Housekeepers must check
irons to make sure they are ______!
closets for ______
Time on the alarm clock, must be w/i______of actual time
Most Frequently Stolen Stuff
ashtrays, ______, ______
Problems??
Since Room Attendants are in the guest rooms every day, they are responsible for noticing problems.
- ______should be brought back to Housekeeping Office. From there the item will go to Loss Prevention
Supervisor must keep a log of ______, ______each item was found, description of item & ______, name of ______, where it is stored
Room attendants check the rooms for damaged items or items that need repair.
◦soiled, torn linens
◦______
◦broken air conditioning/furnace
◦broken television or mini-fridge
◦______
◦burnt out lightbulbs
Blitz and RPM
Marriott employs 2 housekeepers to Blitz and two to Rooms Preventative Maintenance (RPM)
Blitz – ______, move furniture to vacuum, shampoo carpets, etc.
RPM – ______paint, tub caulk, cover nicks in furniture, and make ______to the room
Room attendants must also report:
______- blankets, bathrobes, pictures, remotes, Bibles, etc.
______– large amounts of blood
“Cooking equipment” either food or Meth
______of the property
bomb or incendiary device components
Room attendants’ daily schedule has codes that indicate ______, ______& out of order rooms. If a room is supposed to be occupied and appears vacant, the Executive Housekeeper must be called.Unfortunately guests sometimes “______!” but with credit cards on file that are verified at check-in this is less of a problem
Limiting Guest Access
The Room Attendant is responsible for making sure that no unauthorized people enter a guest room (______) or a physical ______of the Room Attendant
Strangers must not be allowed to enter the room while they are working
Often the attendant will use ______while cleaning the room
______are issued to Room Attendants!
What should a Room Attendant Do?
Question: A guest asks to be “let back into his room?”
Answer:______to obtain a new key. Hopefully the Front Desk employee will verify the identity of the guest before issuing the key!
OR ______before allowing guest to enter the room.
A Do Not Disturb sign (DND) placed on door handle prevents Room Attendants from ______. After ______, a message is left on guest’s phone explaining the DND prevented Housekeeping. After 3 days (______) ______allows staff entry into room.
Turn Down Service
Housekeeping work that is performed in the evening
Includes ______, ______and restocking the guests supplies
Turning down of the bedding or corner folding and placement of a cookie, chocolate, etc. on the pillow
Turn on ______
Place a “______” next to bed
Public Areas of the Hotel
These areas must be clean, presentable and sanitary as well:
hallways, lobby, restaurants, meeting rooms, banquet halls, lounges, Business Centers, business offices, and public restrooms
______,House-staff,Public-Area Housekeeper or clean these areas by vacuuming, dusting, sanitizing hand-rails, cleaning all glass surfaces, etc.
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