Resource 2 1 Clean Bedrooms and Public Areas

Resource 2. 1: Clean Bedrooms and Public Areas

Objectives At the end of this learning resource trainees should be able to: üIdentify accurately at lest three (3) equipment needed for carrying out cleaning services after viewing Power. Point presentation at 100% accuracy according to industry standards üList at least three (3) suitable cleaning agents needed for carrying out a cleaning task at 100% accuracy according to industry standards after engaging in Power Point presentation. üOutline step by step the proper procedure for accessing a guest room according to industry standards after engaging in presentation and interactive activity at 100% accuracy. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 2

Introduction A Housekeeper or a Room Attendant plays a key role in the functioning of a hotel. This individual is important for a number of reasons. It may not be regarded as a glamorous position like working in a bar or on the reception desk; however a customer experience is certainly impacted, in a positive or negative way, depending on how well a room attendant performs their job. The job of a room attendant quite often goes unnoticed as their job is performed when the guest is not in the room. That said, the services they provide are experienced by every guest who stays in the hotel. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 3

Prepare for Cleaning Duties Learning Resource: 2. 1 Clean Bedrooms and Public Areas 4

It is pertinent that before you begin any cleaning task for the day you need to check to ensure you have adequate supplies to service all the rooms on your servicing sheet. It is a waste of time to go back and forth to get items and this can waste valuable time needed to complete your task. In some cases, storage rooms on different floors may contain different supplies to service the rooms on that block in case you run out of supplies. Depending on the type of organization, some supplies may be stored in suitable linen rooms or directly on trolleys. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 5

Do the checks to make sure that you have all the necessary equipment needed to carry out the cleaning task to be undertaken. Some rooms will require refreshing, while others might require full servicing. If refreshing; you might only need a broom and a mop while for full servicing you might need a vacuum. Ensure all equipment needed is stocked on your trolley based on the task to be completed. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 6

Check your equipment to be used to ensure they are clean and in good working condition. Various pieces of equipment are needed to service a guest room. These are usually stored on a housekeeping store room on each floor – or in some central location. Equipment that needs to be correctly selected and prepared before it is used may include: Learning Resource: 2. 1 Clean Bedrooms and Public Areas 7

üHousekeeping Trolley/Maids Trolley-There should be no jagged bits, nothing should protrude to present a potential hazard, and the wheels should move easily and smoothly. Ensure to stock garbage bags for the disposal of garbage. The floor housekeeping store room must be locked after you have taken your trolley and supplies out of it. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 8

ü Vacuum-This must be checked to see it is empty at the start of the shift, spare bags are available (where appropriate), that the machine is fully functional and that there are no frayed cords or other safety problems, as frayed cords can result in electrocution. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 9

üBrooms and brushes- All required brooms and brushes according to the task to be completed should be placed on the trolley. The most common types of brooms and brushes are: § Carpet brush § Scrubbing brush § Sink brush § Silk brush § Toilet brush § Wall brush § Soft broom § Hand brush. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 10

üMops: Ensure the mop head looks presentable as guests will be able to see this and may infer a lack of cleanliness in other or all cleaning from seeing a dirty mop head. Also ensure it has been sanitized to kill bacteria. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 11

All trolleys should have a dust pan and brush set. ü Bucket-These should be fully operational, not leaking, easy to operate, and not smelly. Buckets may be required for wet mopping and most room servicing trolleys will also feature a couple of plastic bucket-type containers used to hold cleaning materials, cloths, chemicals and used to carry items into a guest room. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 12

üProtective Gloves-A good supply of disposable gloves should be on each trolley. Specific house requirements in relation to individual Occupational Health and Safety (OHS) issues may require other, more substantial protective clothing (including gloves) be worn. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 13

üHousekeeping uniform üCloths- Used for cleaning, polishing and dusting, every trolley will need to have lots of these. Some are made from material and some are disposable. ü Warning signs -These are safety signs used when a public area is being cleaned as part of the overall room preparation process. ü Dust pan- A dust pan is vital to collect dirt, dust and rubbish. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 14

Most room attendant carts have 3 shelves; the lower 2 for linen and the top for supplies Learning Resource: 2. 1 Clean Bedrooms and Public Areas 15

Cleaning Agents and Chemicals Learning Resource: 2. 1 Clean Bedrooms and Public Areas 16

Cleaning agents and other chemicals are used to perform various tasks and clean various surfaces. Depending on what is in each room you may be required to have: § Polishes § Detergents § Glass cleaner § Multi-purpose cleaners § Oven cleaners § Stainless steel cleaners § Leather cleaners § Porcelain and ceramic cleaners Learning Resource: 2. 1 Clean Bedrooms and Public Areas 17

§ Toilet and urinal cleaners § Dishwashing detergent § Sanitizers § Disinfectants § Deodorizers and air sprays § Pest control sprays and similar. These products are supplied by industrial chemical companies. Ensure to wear appropriate PPE when using chemicals and carrying out cleaning task. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 18

Loading Trolleys Learning Resource: 2. 1 Clean Bedrooms and Public Areas 19

When loading the trolley, ensure it is loaded safely and cannot endanger persons. Remember that all items should be positioned on the trolley so they won’t fall over or fall off; nothing should protrude. If more supplies are needed than the trolley can hold, you will have to refill the trolley during the shift by returning to the floor storeroom. Trolleys should never be overloaded. It is standard industry practice that no “extra” bags are hung off housekeeping trolleys. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 20

Confirm the equipment needed based on the service to be provided and load accordingly. Ensure the equipment is functioning well and is suitable for the service being done. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 21

The following items when servicing might be on your trolley: üCaddy-This is a container with your chemicals, cleaning rags, duster etc. üBedding- Clean linen including a range of pillowcases and various sized sheets will be needed to service the sizes of beds that have been allocated. Trolleys are usually loaded with sheets and pillowcases and other limited supplies of other bed linen are usually stored in the floor housekeeping storeroom. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 22

Bed linen might include: § Pillows § Pillow protectors § Blankets § Doonas, duvets or bedspreads § Mattress protectors § Electric blankets Learning Resource: 2. 1 Clean Bedrooms and Public Areas 23

Doonas: A type of bedding where a soft flat bag is traditionally filled with down or feathers, or a combination of both and used on a bed as a blanket. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 24

üToiletries- These may include: soaps, shampoos, conditioners, powder, gels, toothpaste, toothbrushes, mouthwash, facial lotions, perfume, aftershave, razors, sewing kits, shoe shine kits. üStationery- Some properties place reading material or stationery in rooms. This is done at business hotels in particular. These are normally placed in the room on bedside tables or near the telephone. These can include pen, paper, envelopes, forms, notebooks or fax sheets. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 25

üPaper products- Paper products include any items that need to be replaced in the guest room. The nature and type of these items can be expected to change with the style and standard of the property. Examples of these include toilet paper, tissues, sanitary bag and toilet hygiene strip. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 26

üPromotional & Informational Material Advertising, promotional and service-related material including Do Not Disturb’ Please Make Up My Room‟ cards), service directories, tent cards, magazines, television program guides, sample menus from in-house dining outlets, promotional flyers, as well as room service menus either in the traditional menu format or as a doorknob hangar menu (for breakfast orders). Learning Resource: 2. 1 Clean Bedrooms and Public Areas 27

Door Knob Menu-This is a menu that is hung on the door that is normally used for breakfast. Guest tick the items needed for breakfast and hang it on the door on the outside. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 28

üBags- Guest laundry and dry-cleaning bags and lists are to be placed in the room. These bags may be collected on a periodic or on-going basis throughout the shift by porters who take them to the laundry for sorting and washing. Rubbish bag for stowing rubbish collected from guest rooms and other public areas should be on the trolley. This may be “built into” the trolley. Linen bags should be present, whether cloth or calico bag, for placing used linen from guest rooms into. This may be also “built into” the trolley. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 29

üGive away items- Give-away portion-controlled food items such as coffee, tea, sugars, sugar substitutes, biscuits or milk. Where the room features a kitchen, the trolley may contain extra food items, but such items are usually serviced by room service staff, porters or some other department rather than housekeeping staff. Check with your supervisor to see what applies where you work if you are preparing a room that has a kitchen. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 30

üReplacement items-Batteries to replace worn or stolen batteries in remote control units. Light globes to replace blown globes in, for example, bedside lamps. Most properties will get the Maintenance department (or porters) to replace any globes or starters that are in ceiling light fittings. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 31

Key Points to Note Learning Resource: 2. 1 Clean Bedrooms and Public Areas 32

üWhen identified, immediately report any damage or faults with the trolley. üAlways push the trolley, don’t pull it - it is important for you to see where you are going üAlways stock items in their designated place on the trolley - it is best to position heavy items on the bottom to prevent the trolley from overturning üPay keen attention to safe lifting procedures Learning Resource: 2. 1 Clean Bedrooms and Public Areas 33

üBe prepared to ask for help when needed – this may be a request for help such as to do a “team lift” or a request for information. You must also be prepared to provide help when required. Trolleys are large items and when fully loaded can be extremely heavy. The primary concern when handling trolleys is to ensure the safety of the room attendant. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 34

Pay attention to your check in and out time on your list or rooms to be cleaned for the day and work according to priority. A room to be refreshed will take a shorter time, thus making the room that a guest checked out of, a priority as front desk might need this room to be resold. If there happens to be unforeseen circumstances that might have delayed the completion of tasks and the housekeeper might run behind schedule, the Supervisor as well as Front Desk should be notified so a delay can be placed on the sale of rooms. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 35

Prioritize according to which room is required to be resold by Front Desk and Housekeeping works close together and as such is a requirement from Housekeeping that as soon as a room is ready to be resold Front Desk should be notified. There might be situations where there might be a “rush room” request meaning that room was not scheduled to be resold, however a guest might have requested a change or there might be a mechanical complaint meaning that something in the room might be broken. At this point the Housekeeper has to prioritize and hurry to clean that room to get it ready for immediate sale. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 36

Access Room For Servicing Learning Resource: 2. 1 Clean Bedrooms and Public Areas 37

Opening Learning Activity Watch the following video by Curriculum Wadhwani (2015), Hospitality Entering a Guest Room in Hotel Old, retrieved November 14, 2019 from https: //www. youtube. com/watch? v=g 12 c 7 YIz 2 Gg Have fun learning Learning Resource: 2. 1 Clean Bedrooms and Public Areas 38

Learning Activity Learning Resource: 2. 1 Clean Bedrooms and Public Areas 39

Learning Activity How many times should you knock and announce Housekeeping before entry? Click a response A At least TWO (2) times B At least THREE (3) times C At least FOUR (4) times Next Question Learning Resource: 2. 1 Clean Bedrooms and Public Areas 40

CORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 41

INCORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 42

Learning Activity What should be done when there is a “DO NOT DISTURB SIGN “ on the door? A B C Click a response Make a note on the sheet, inform your Supervisor and move on to another room, then the supervisor will call to find out when is an appropriate time to return. Announce Housekeeping and entire quietly and clean quietly Move to another room and just continue cleaning your assigned rooms Next Question Learning Resource: 2. 1 Clean Bedrooms and Public Areas 43

CORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 44

INCORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 45

Learning Activity Before servicing rooms it is important that the Housekeeper looks over and verifies which of the following documents? Click a response A Door Knob Menu B Room Assignment Sheet/Status Sheet C Occupancy Report Next Slide Learning Resource: 2. 1 Clean Bedrooms and Public Areas 46

CORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 47

INCORRECT GO BACK TO PREVIOUS Learning Resource: 2. 1 Clean Bedrooms and Public Areas 48

Room Status Sheet- This is a sheet showing the status of a room, thus a determination then can be made as to what service to provide by Housekeeping. A room status could be vacant or occupied. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 49

Key Points to Note Learning Resource: 2. 1 Clean Bedrooms and Public Areas 50

Security Keys or cards (using magnetic-strip or RFID technology) are commonly used to access guest rooms. Keys or cards can be produced to open one or more doors. For the purpose of this manual the term “key‟ will refer to either a key or card. Commonly the following are produced: ü Guest key– provides access to guest’s rooms and some restricted public areas ü Floor master key– opens every door on a particular floor or in a particular corridor ü Department-specific master – opens every door in the housekeeping area ü Venue master – opens every door in the property. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 51

Room attendants usually receive a Floor Master Key. Where cards are not used they may be issued with a wristband instead of a card. After the room attendant has signed for their keys, they are responsible for their security until returned to the housekeeping department, and signed back in. The room attendant should never let the key out of their sight. The key must never be lent to another room attendant, employee or guest without the correct official authorization. Keys should never leave the premises. Keys must never be used to let a guest into their room. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 52

If a guest complains to you that they have lost their room keys, direct them to the Front Desk who will verify their information before distributing a new key. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 53

Standard Procedure to Access Rooms üKnock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door announce, “Housekeeping!” üCount to five ; If no answer, knock again, and then use your key to enter. üTake one step into the room and greet the guest by saying“Good morning/afternoon, Housekeeping to service your room. ” üIf the guest is still in bed, undressed or distressed, quickly and quietly leave the room. üIf the guest is awake and up, say “Housekeeping, would you Learning Resource: 2. 1 Clean Bedrooms and Public Areas 54

üComply with their request – you may be invited to service the room, just do a quick tidy, replace the towels, soap and leave, or asked to come back at a later time. üOnce you have gained access to the room, the door should be left wide open to provide notice to a returning guest that someone is in their room. üThe trolley should be parked across the entrance, or near the entrance to the room. It is standard procedure in the majority of establishments for trolleys to be left outside the room being cleaned, and never to be taken inside a guest room Learning Resource: 2. 1 Clean Bedrooms and Public Areas 55

üWhere the trolley is allowed to be taken into the room, a large sign should be placed outside the door, reading “Cleaning in Progress”. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 56

Congratulations! You have completed Learning Resource 2. 1. You may now move on to Learning Resource 2. 2. Learning Resource: 2. 1 Clean Bedrooms and Public Areas 57

References Wadhwani (2015), Hospitality Entering a Guest Room in Hotel Old, retrieved November 2019 from https: //www. youtube. com/watch? v=g 12 c 7 YIz 2 Gg William Anglis Institute (2010). Clean and Prepare Room for Incoming Guests D 1. HBS. CL 5. 10. Trainee Manual. Pub. Asean Australian AID. Retrieved 2019 from file: ///E: /ETMU/Housekeeping/Clean%20 bedroom%20 and% 20 Public%20 Areas/TM_Clean_&_prepare_rooms_for_incomin g_guests_270812. pdf Learning Resource: 2. 1 Clean Bedrooms and Public Areas 58