2. • Big event key message
• District Meetings this week to review with all hotel managers
New materials…utilise folders (we still aim for perfect rooms!)
1. Reception and Management
• Clarified Procedures, Templates & Guides
2. Perfect Room folder
• Clarified Procedures, Templates & Guides
3. Perfect Room records file
• New Room check process
4. New training material and approach to training
Background
3. Do Check ReviewPrepare
Room Standards
2) Perfect Room Folder
• Contents removed
• Replace with Prepare & Do
3) Perfect Room Records File
• Contents removed
• Replace with Check & Review
1) Reception & Management Docs
• Store front of Perfect Room
folder
• Materials for you to use and keep
• Utilising Perfect Room folders
4) Training folder
• New folder & materials
• Replace DVD & Workbook
4. Do Check Review
• Allocating Rooms
• Key Management
• Night Duty Task sheet
• BOSS Ordering
guide/list
• Room Clean Task
Sheet
• Room clean
preparation
Prepare
• Cleaning chemicals
• Linen rejects
• Room cleaning
• Prepare
• Clean
• Finishing standard
• Equipment usage
• Maintenance reporting
• Off line rooms
• Training
• Room Check
• Cleaning observation
• Rooms feedback
• Maintenance Follow up
Clarity on these process and procedures will lead to right first time standards
Room Standards
5. Procedure Template / Support Guide
1
2
3
Reception pack
Perfect Room folder
Perfect Room Record File
What & Why?
Do Check ReviewPrepare
6. Allocating Rooms
• Pre allocating rooms is the assigning of a
particular room to a customers booking/s before
their expected arrival
• The process is on going to enable the
housekeeping team to have the room occupancy
information so they can set up rooms to standard
• It is also important to allocate single females
and families for safety reasons and efficiency of
room set up
Templates
• Early Check In manual form
• Late check out manual form
Reference Guides
• Allocating rooms quick
reference guide
Key points
• Pre allocating rooms is a key
activity that will prepare the
hotel for an efficient start to
the following day
Procedure Template / Support Guide
1 Reception &
Management
Prepare
7.
8.
9.
10. Key Management
• All individuals who sign for keys in the key log
accepts the responsibility, keys at site are only to
be issued to authorised personnel. All keys must
be individually identifiable
• The safety and security of our customers and
teams is a high priority and responsibility of all
Templates
• Key log sheet
Reference Guides
• Working Safe
Key points
• Keys are to be kept on you
at all times
• Keys must be locked away
securely when not in use
• Ving keys must be cut with
the correct expiry time
Procedure Template / Support Guide
1
Prepare
Reception &
Management
11.
12. Night Duty Task Sheet
• The night duty role is an essential role that
supports the preparation and smooth running of
the housekeeping team the following day
• To support this, the Task Sheet helps the night
duty undertake these specific tasks
• If the night duty is not utilised this will lead to
potential overspend in wages and drop in room
standards due to the room cleaners time being
utilised elsewhere
Templates
• Night duty task sheet
• Key log sheet
Reference Guides
• Room standards quick
reference guide
• Allocating rooms quick
reference guide
• Trolley kit list
Key points
• Refer to the room standards
quick reference guide for
correct trolley/caddy set up
Procedure Template / Support Guide
1
Prepare
Reception &
Management
13.
14.
15. .
Templates
• None
Reference Guides
• Room products list and
order numbers summary
Key points
• Contact your DM if your
order is ever rejected
• Contact your DM if you need
to confirm your BOSS log on
details
Procedure Template / Support Guide
1
Ordering Consumables
• It is important that managers order the correct
products for the expected hotel occupancy for
the coming month
• Remember to stock take and order the right
products you need
• A summary of the room product list is
available
Prepare
Reception &
Management
16. .
Templates
• Room clean task sheet
Reference Guides
• Room standards quick
reference guide
Key points
• Task sheets are to be stored
for 1 week then disposed
• Use these sheets when room
checking to confirm accuracy
of housekeeping logging
issues and set up.
Procedure Template / Support Guide
2 Perfect Room FolderRoom Clean Task Sheet
• The room clean task sheet provides the
housekeeping team with all the necessary
information they need
• It helps them to clean and set up rooms and
record linen, lost property and maintenance
issues
Prepare
17.
18. .
Templates
• Room clean task sheet
Reference Guides
• Trolley kit list
• Room set up support guide
• Room standards quick
reference guide
Key points
• Rubber gloves are to be
stored in the cleaning caddy
when not in use
Procedure Template / Support Guide
2 Perfect Room FolderRoom Clean Preparation
• Before the cleaning of any room it is important
that all the correct cleaning materials, equipment
and information is available as this will lead to an
efficient room clean
Prepare
19. .
Templates
• None
Reference Guides
• Room standards quick
reference guide
• Zenith materials
• Working Safe folder
Key points
• Zenith cleaning chemicals
are the agreed business
cleaning chemicals and are
the only products that are to
be used
• All the products that are
stored in the caddy are used
daily
Procedure Template / Support Guide
2 Perfect Room FolderCleaning Chemicals
• It is essential to use the appropriate cleaning
chemicals, in the correct way during the room
clean process
Do
20. .
Templates
• Room clean task sheet
Reference Guides
• None
Key points
• Do not use linen to clean
the rooms with as this will
cause more rejects
• Raise issues with linen
supplier and DM if ongoing.
Procedure Template / Support Guide
2 Perfect Room FolderLinen Rejects
• The linen used needs to be clean, stain free
and without holes or tears, otherwise it must be
classed as reject
• Reject linen should not be used as it would
spoil the overall standard of the room
• Sheet holes (tucked in)
• Sheet marks top 2/3rds nothing to be seen
• Towels marks and frayed edges
Do
21. .
Templates
• Room clean task sheet
Reference Guides
• How to make a bed
• Room standards quick
reference guide
• Room set up support guide
Key points
• For a stay over strip and
make the bed on the 4th
morning.
• Clean the room working
around customers belongings
Procedure Template / Support Guide
2 Perfect Room FolderProcess – Depart/ Stay over
• The way housekeeping clean a room must
follow the Saturn routine/ process
• Room door to be propped open whilst working
• A single room cleaner can clean a stay over
room on their own with the door propped open
• This will ensure that the way the room is
cleaned is as efficient as possible and gives
confidence that nothing is missed and the room
• White linen
Do
22.
23. .
Templates
• None
Reference Guides
• Vacuum cleaner quick
reference guide
• Room standards quick
reference guide
Key points
• Never use a hoover with wet
hands/ hoover a wet floor
• Never tie up the vacuum
cleaner wire when in use
• Always report any hoover
not working properly
Procedure Template / Support Guide
2 Perfect Room FolderVacuum Cleaner
• Using equipment in the right way will ensure a high
standard is maintained.
• All depart rooms should be vacuumed and stay
over rooms checked during the room clean and
vacuumed if required.
• Can you fix it, if not…
• Record it
Do
24.
25. .
Templates
• Room clean task sheet
Reference Guides
• Room set up support guide
• Room standards quick
reference guide
Key points
• Night duty we re-allocate
family rooms back to family
where possible
• Cots are to be set up in the
room ready for the customers
(if required)
Procedure Template / Support Guide
2 Perfect Room FolderRoom Set Up - linen
• Travelodge has a specific occupancy level to
ensure the customer has everything for their
stay and nothing more.
• This will ensure that we can keep are prices
low and ensure we have hotels available to
everyone.
Do
26.
27. .
Templates
• Room clean task sheet
Reference Guides
• Room standards quick
reference guide
• Room set up support guide
Key points
• These checks are carried out
during the room clean
Procedure Template / Support Guide
2 Perfect Room FolderRoom Finishing Standards
• As well as cleaning rooms correctly they are
to be set up and left to the correct standard.
• So that the customers room experience
from Scotland in the North to Cornwall in the
South is exactly the same.
Do
28. .
Templates
• Room check sheet
• Room clean task sheet
Reference Guides
• Room check guidelines
• Room standards quick
reference guide
Key points
• Room checks are to be filed
away for 3 months, these will
be requested on DM and
Brand Standards Audits.
Procedure Template / Support Guide
3 Perfect Room
Records File
Room Check
• Are standard checks to ensure rooms
are cleaned to a consistent level.
• Room checks need to be completed between
1pm and 3pm and a minimum of 3 rooms need to
be checked per cleaner per day.
• Rooms are our core product and our customers
expect a clean and tidy room at the absolute
minimum.
Check
29.
30.
31. .
Templates
• Room clean task sheet
• Room check sheet
• Key log sheet
Reference Guides
• Room check guidelines
• Room standards quick
reference guide
• Rooms training material
Key points
• Keep a record of the
feedback, refer to the room
training material for guidance.
Procedure Template / Support Guide
3 Perfect Room
Records File
Rooms Feedback
• An efficient and effective manager, manages his
or her team to the brand standard through setting
clear expectation and follows up to ensure the
Travelodge standard is met.
• The manager must provide feedback to celebrate
success or resolve issues and improve ways of
working.
Review
32. Training materials
• Updated Room standards training – team and management
• First phase of Team Development Programme
33. Training Materials
• Effective training = good standards = satisfied customers
• Materials help train correct procedures – consistently
• Materials allow observation for feedback and performance
management
• Sustainable for the future
• Modular approach, includes Night Duty room tasks
• Materials:
• Briefing Guides
• Training Session Plans
• Observation Sheets
34. Briefing Guides
• Overview prior to on the job training
• Explains procedures - what, where, how and why
• Accelerates team member learning
35. Training Session Plans
• Used for on the job training
• Front of plan – visual reference for key steps
• Reverse – Training Session
• ABC
• Attention - information
• Breakdown – demonstration
& explanation
• Check – practice and feedback
36. Observation Sheet
• Room Cleaning
• Night Duty
room tasks
• Completed by
managers
• Thorough
observation
• New team
members
must pass
• Observation
every six months
37. Feedback
• After observation and ongoing as required
• Appropriate time and place
• Praise procedures completed well
• Honest, specific and fact based – give examples
• Focus on behaviour not person
38. Managing performance
• If observation not passed
• Placed on file as record
• Feedback & re-training required
• Second observation
• If failed – feedback, re-training and informed of consequences of
third failed observation
• Third observation
• If failed – investigation meeting – re-training/disciplinary action
39. Training records
• Training recorded on individual training record, in file
• Completed observations on file
• Passed observations recorded on individual training record, in file
• Passed observations recorded on hotel training record, in folder
• Training record transition
41. Actions
• Existing team members to be observed
• Room cleaning observation sheet – 22nd Feb
• Any feedback, re-training and passed observation – 14th March
• Current staff observation sheets on file
• Passed observations recorded on hotel training record
• Remove Housekeeping Workbook / DVD / How to clean sheets / Housekeeping
observation sheets
•Tracking sheet to help you
manage progress to completion
when you have observed current
staff
42. Next Steps
The plan;
• Review and absorb documentation given to you today
• Ensure files are set up in the standard way back at hotel
• Use Manager Implementation Pack to outline all next steps, on email from your
District Manager tomorrow
To re confirm
• 1st Observation of all room cleaners to be completed by 22nd February
• All room cleaners to have been observed (and re-trained and observed again
if required) by 14th March. All observations on file. Passed observations
recorded
• Train as you go, or plan in time to train on specific topics individually or if
group requirement, plan in group training. Use Room Standards Training
tracker to help track completion
• Project Team reviews will be conducted from 3rd March
