Welcome Guest Room Attendant As a Guestroom Attendant

Welcome!

Guest Room Attendant As a Guestroom Attendant, you are responsible for: • • • Ensuring guests have a comfortable, clean guestroom Providing clean linens and surfaces Providing a neat, clean bathroom Ensuring the guestroom is comfortable and that everything is functional and free from inconveniences Providing superior performance standards to enhance the guest’s overall experience Providing security by keeping room keys secure, watching for suspicious people and keeping guests’ belongings safe Preventing theft of linens, supplies and other items Reporting any suspicious activity or other issues that could impact safety, such as burned-out light bulbs, broken windows and locks, people who look suspicious or out of place, and other problems or possible problems Following your property’s guidelines for key control Participating in housekeeping inventories as required by your property Following OSHA regulations Appropriately responding to various types of unusual guestroom situations

1. All Employee Knowledge Course Structure 2. Position-specific knowledge: Guest Room Attendant 3. Job breakdowns: Guest Room Attendant

All Employee Knowledge: Learning Objectives

Understand Identify Understand List • Understand property standards for personal appearance. • Identify property standards and policies regarding uniform. • Understand your property’s social media policy. • List employee policies that affect you.

List • List property policies regarding parking, pets, and guest reservations. Identify • Identify airport and local transportation options. Explain • Explain the purpose of the Manager on Duty (MOD). Define • Define guidelines for the use of property facilities. Differentiate

Discuss • Discuss property lost and found procedures. Explain • Explain property recycling programs and procedures. Explain • Explain your role in your property’s security. Understand Identify • Understand procedures to follow in case of emergency.

Describe Understand Describe Recall Understand • Describe OSHA regulations that pertain to your position at the property. • Understand safe lifting guidelines. • Describe best practices for assisting guests with disabilities. • Recall ways to provide exceptional guest service.

Identify • Identify best practices for working with your team and other departments. Explain • Explain policies on guest communication, including telephone and elevator courtesy. Identify List Explain Identify • Identify ways to handle and resolve guest requests and complaints. • List the locations of points of interest guests might inquire about on and off your property. • Explain the significance of VIPs.

1. Employee Responsibilities All Employee Knowledge 2. Your Property Safety Regulations Quality Guest Service

Employee Responsibilities

Personal Appearance Uniforms Social Media and Phone Policies Employee Policies

Your Property

Your Property’s Fact Sheet Property Policies Airport/Local Manager Transportation on Duty Use of Property Facilities Lost and Found Recycling

Safety Regulations

Security and Safety Awareness Emergencies Bloodborne OSHA Safe The Pathogens Regulations Work Habits Americans with Disabilities Act

Quality Guest Service

The Power of the Guest Story Reputation Management Teamwork and Communication with Other Departments Guest Communication Handling and Resolving Guest Requests and Complaints Escorting Guests and Giving Directions VIPs Dealing with Guests Under the Influence of Alcohol

Position-Specific Knowledge: Learning Objectives

Discuss Review Discuss Explain Review • Discuss why guestroom attendants are so important to a lodging operation. • Review the superior performance standards that guestroom attendants strive to meet and the list of tasks that guestroom attendants perform. • Discuss the role of guestroom attendants in keeping guest’s belongings and the property secure. • Explain how guestroom attendants can practice key control.

Identify • Identify OSHA regulations pertaining to housekeeping and laundry areas. Discuss • Discuss how to respond to unusual guestroom situations. Explain • Explain how to use a room assignment sheet. Define • Define common room status codes. Review

Identify • Identify ways to use cleaning supplies and chemicals correctly and safely. Discuss • Discuss ways guestroom attendants keep their carts and work areas organized. Explain • Explain why a cleaning sequence is important. Review • Review the steps for cleaning the bathroom and guestroom closet. Discuss

Explain Understand Explain List • Explain how to vacuum a guestroom. • Understand the purpose of deep cleaning tasks at your property. • Explain why tip sharing among guestroom attendants is important.

1. Getting to Know the Guestroom Attendant Position-Specific Responsibilities 2. Beginning and During Your Shift 3. End of Shift

Getting to Know the Guestroom Attendant

What is a Guestroom Attendant? Superior Performance Standards Security Key Control Housekeeping Inventories OSHA Regulations Unusual Guestroom Situations

Beginning of Shift

Room Assignment Sheet Room Status Codes Guest Amenities Cleaning Supplies and Equipment Using Cleaning Supplies Correctly and Safely Keep Carts and Work Areas Organized

During Your Shift

Cleaning Enter Sequence a Guestroom Prepare the Guestroom for Cleaning Begin to Clean the Bathroom Clean the Tub and Shower Area Clean the Toilet Clean the Sink and Vanity Clean the Bathroom Floor Finish Cleaning the Bathroom Clean the Guestroom Closet Make the Bed Dust the Guestroom Clean Windows, Tracks and Sills Vacuum Status Exit the Guestroom and Report Room the Guestroom Special Deep Cleaning Requirements Cleaning Assignments

End of Shift

Tip Sharing End-of-Shift Duties

Job Breakdowns

Use Beginning of Shift Your Room Assignment Sheet Guest Amenities for Assigned Rooms Get Cleaning Supplies for Assigned Rooms Keep Your Cart and Work Areas Organized

Enter the Guestroom Prepare During Your Shift the Guestroom for Cleaning Begin to Clean the Bathroom Clean the Tub and Shower Area Clean the Toilet Clean the Sink and Vanity Clean the Bathroom Floor Finish Cleaning the Bathroom Clean the Guestroom Closet Make the Bed Dust the Guestroom Clean Put Windows, Tracks and Sills Finishing Touches on Guestroom Vacuum Exit the Guestroom and Report Room Status the Guestroom Rotate and Flip the Mattress Set Up or Remove Special Guest Service Equipment Clean Multi-Room Guest Suites Provide Evening Turndown Service

End of Shift Complete End-of-Shift Duties