The document provides information about cleaning procedures for guest rooms, including what cleaning entails, the types of soils cleaned, cleaning standards, principles of cleaning, tools and processes used, and placement of guest supplies. It discusses cleaning tasks like dusting, vacuuming, bed making, bathroom cleaning, and turndown service. Frequency of cleaning and special cleaning projects are also covered.

1. GUEST ROOM CLEANING

2. What is Cleaning
Cleaning is the process of removal of dust, dirt, foreign
matter, tarnish, and stains from various surfaces with the
aid of certain cleaning agents and equipment. Dust, dirt
and foreign Matter are together referred to as soil.
Soil such as sand, mud, pollutants, smoke, and fumes
is brought into the building from outside. Some soil,
such as fibers shed from the clothing and sewage is
generated by the occupants of the building.

3. Why is Cleaning Done?
1) Aesthetic Appeal
2) Hygiene
3) Maintenance
4) Safety

4. Types Of Soil
• Dust- Composed of loose particles deposited from the
air. Maybe organic and inorganic
• Dirt- Dust held together firmly by moisture or grease
on rough surfaces
• Tarnish- discoloration on metal or alloy surfaces
caused by chemical reaction, from substances found
in air, water and foodstuff.
• Stain- Discoloration of hard or soft surface by a
substance containing dyes, proteins, acids or alkalis
• Foreign matters- Dead flowers, substances in
ashtrays, waste in waste bins

5. Nature of soil
All the above types of soil may be categorized under at least one of
the following heads, depending on the nature of the substance
responsible.
1) Inorganic or mineral: A homogeneous chemical element or
compound, solid, liquid or gaseous substance, having a chemical
composition resulting from the inorganic processes of nature.
2) Organic: A substance that has a plant or animal origin. Organic
compounds are basically hydrocarbons, that is, they essentially
contain the elements carbon, hydrogen & oxygen.
3) Osmological: these are substances containing either organic or
inorganic matter that emit an unpleasant odour.
4) Bacterial: some soils may contain live bacteria or their spores,
which may cause diseases or infections.
5) Entomological: These soils harbor insects, especially those that
are carriers of disease & infection

6. STANDARD OF CLEANING
Depending on the purpose of the area & surfaces to be
cleaned, various standards of cleaning may be imposed. Once
a standard has been established, there should be strict
adherence to the cleaning methods required, & efficient training
& supervision is called for. There may be different standards of
cleaning for different surfaces and areas, as follows:
1) Physically clean: when the standard is set, the area or surface is supposed
to be free from apparent dust & dirt, as when wiped by hand.
2) Chemically clean: This standard means that the area should be free from
harmful chemicals on the surfaces & in the surrounding air.
3) Bacteriologically clean: To meet this standard, the surfaces should be
cleaned so as to be free from any harmful bacteria that may cause disease or
infection. This is referred to as ‘clinical standard’ as most hospitals follow
this standard for their general wards.

7. STANDARD OF CLEANING
4) Entomologically clean: this means that the area should
be free from harmful insects or pests.
5) Osmologically clean: This cleaning standard demands
that the surfaces & areas should be free from any organic
or inorganic matter that may emit an odour.
6) Terminally clean: this refers to the standard of
cleaning usual in operation theatres & intensive care units
in hospitals, where surfaces need to be constantly
sanitized against all kinds of pathogenic microbes.

8. PRINCIPLES OF CLEANING
1) All soil should be removed.
2) Soil should be removed without harming the surface being cleaned or
the surrounding surfaces.
3) The surface should be restored to its original state after the cleaning
processes.
4) The cleaning process should be efficient, using a minimum of
equipment, cleaning agents, labor & time.
5) The simplest method should be tried first, using the mildest cleaning
agent.
6) The cleaning methods least harmful for the surface should be used.
7) Cleaning should proceed from high to low wherever possible.
8) When cleaning an area, start with the cleaner surfaces & then go on to
clean the more heavily soiled ones, so as to prevent the spread of soil
from dirty to cleaner surfaces.
9) While wet –cleaning an area or polishing the floor, the cleaner should
walk backwards while cleaning in front of him.

9. PRINCIPLES OF CLEANING
10) Suction cleaning should be preferred over sweeping wherever
possible.
11) sweeping should be done before dusting, and dusting before suction
cleaning.
12) Noise levels while cleaning should be kept as low as possible.
13) Stains should be removed as soon as they occur.
14) The cleaner should take all safety precautions while cleaning. In
particular cleaning agents & equipment should be stacked neatly to
one side.
15) The cleaner should start cleaning from the farthest end of an area,
working towards the exit.
16) After the cleaning process is over, all equipment should be washed or
wiped as applicable, dried, & stored properly; cleaning agents should
be replenished & stored; waste discarded; &the area left neat & tidy.

10. CLEANING PROCEDURE
Tools
•Sweeping- Dustpan, broom, dustbin
•Dusting- cloth/feather duster & dusting
solution
•Damp dusting- Cloth duster, water,
plastic bowl and neutral detergent
•Dust mopping/dry mopping/ mop
sweeping- dust control mop, dustpan,
dust collection bag and dust bin
•Spot Mopping/wet mopping/damp
mopping- mop and bucket or mop
wringer trolley, cold water, dilute
solution of neutral detergent/ squeegee
•Manual Scrubbing- scrubbing brush,
mild detergent, bucket, squeege, water
& mop
•Manual Polishing-Proprietary polish &
cotton rags

11. CLEANING PROCEDURE
Tools
•Suction- Wet/dry vacuum cleaner & a mild
detergent for wet cleaning
•Spray buffing- 175- or 300 rpm buffing
machine with buffing pad, spray bottle,
detergent and finish solution
•Polishing-175-or 300 rpm floor machine and
soft pad or brush
•Burnishing- 1500-2500 rpm floor machine
•Scrubbing- Floor Scrubbing machine
•Stripping- Floor maintenance machine with
black pad

12. CLEANING PROCEDURE
Frequency Cleaning
•Daily- work that has to be done daily. Eg
servicing guest rooms
•Weekly- Cleaning that is done once a week. Eg
metal surfaces or hard to reach areas
•Periodic- cleaning that is done on a monthly,
quarterly, half yearly or annual basis

13. CLEANING PROCEDURE
Organization of Cleaning
•Orthodox/conventional/traditional cleaning
•Block Cleaning
•Team Cleaning
•Deep Cleaning and special projects- eg
shampooing of carpets, cleaning of signage
boards, rotating and turning mattresses
•Spring Cleaning- same as deep cleaning

14. CLEANING PROCEDURE
The Cleaning Process
Room Service and Inspection- Order of cleaning guest
room
1. Guest request for early make up rooms
2. VIP rooms (before 11:00 am)
3. Arrival/ Departure Rooms
4. Departure Rooms
5. Occupied rooms( with make up my room sign
posted)
6. Stayover
7. Re –Check DND

15. CLEANING PROCEDURE
Bed Making
OBJECTIVE
•The appearance of the well-made bed is fresh, crisp and free
of creases, stains and tears.
•Pillowcases are well pressed with no folds and creases.
•Duvet cover is cantered and placed on bed with no creases.
•Linen is changed daily ( on request)

16. CLEANING PROCEDURE
Bed Making
PROCEDURE
Preparation
•Remove all the pillowcases and place pillow on chair, not on the floor.
Check the pillow covers / pillow protectors for stains and dirt.
•Remove duvet cover and fold duvet. Place duvet on the chair. Place
soiled duvet cover on the bed.
•Remove sheets one by one and place all dirty linen in a tidy pile on the
bed.
•Ensure the mattress cover and topper is clean and straightened out
tightly. Ensure that the mattress label is according to the month specified.
•Ensure the bed is in proper position.
•Visually check the mattress for any wear and tear marks.
•Make sure under the bed is clean.

17. CLEANING PROCEDURE
Bed Making
Bed Making
•Place the mattress protector on the bed. Fix the elastic straps
properly on the edges of the mattress.
•Place the mattress topper on the bed and make sure elastic
straps are properly fitted in the corners of the bed mattress.
•When placing the first sheet, throw the sheet from the side of
the bed over to the opposite side. Place it on the bed with the
edges facing down.
•At each corner pull the sheet under the mattress in a tidy
manner and miter the corners to 45 degrees.
•Tuck all edges tightly under the mattress.
•The sheet should be tight on the bed with no creases..
•Open the duvet cover on the bed.

18. CLEANING PROCEDURE
Bed Making
Bed Making
•Place the duvet in the duvet cover, by first inserting one end.
Tie the duvet cover tight to the duvet in a rosette. Tie both
ends and middle of duvet with cover in a similar manner.
•Set the corners in proper position.
•Throw the duvet over the bed.
•Fold the duvet with second sheet on the bed head side. Make
sure the fold size is 8 inches wide and neat. Do not tuck either
side.
•Set the duvet neatly over the bed.
•¾ part of bed skirting should be visible rest all should cover
with duvet.

19. CLEANING PROCEDURE
Bed Making
Bed Making
Final placement
•Place the bed runner over the bed in a neat and tidy manner,
free of creases.
•Place 2-2 pillows (A and B) on each side one over the other
with flap position inwards.
•Check position of pillow placement from the foot of the bed
to ensure pillows are evenly placed.

20. CLEANING PROCEDURE
Cleaning of an Occupied Room
•Enter the guest room by knocking and announcing
“Housekeeping”
•Do not enter “DND”
•Open all curtains and windows to air the room
•Clear the dustbins.
•Remove and collect the used linen and put it in the linen bag.
•Carrying out the guest room dusting.
•Checking the functionality of light bulbs, television, electric
kettle, and intercom device
•Making the bed.
•Tidying of guest personal belonging in room
•Cleaning the bathroom and replenishing the bathroom supplies.
•Vacuuming of carpet and bedside mats.

21. CLEANING PROCEDURE
Cleaning of an Departure/Arrival Room
•Enter the guest room by knocking and announcing “Housekeeping”
•Do not enter “DND”, inform supervisor and HK desk.
•Once all clear proceed and enter room
•Open all curtains and windows to air the room
•Clear the dustbins.
•Remove and collect the used linen and put it in the linen bag.
•Carrying out the guest room dusting.
•Checking the functionality of light bulbs, television, electric kettle, and
intercom device
•Making the bed.
•Tidying of guest personal belonging in room
•Cleaning the bathroom and replenishing the bathroom supplies.
•Vacuuming of carpet and bedside mats.
•Finally check for any quest request and prepare the room

22. CLEANING PROCEDURE
Turndown Service
Turndown Service involves preparing the room
for the night.
So the guest will feel:
Comfortable
Relaxed
Pampered
.

23. CLEANING PROCEDURE
Turndown Service
Guidelines
Provided from 5:30pm to 9:00pm
Carried out with minimal disturbance to guest
Should not take too long
Guest informed when service attempted but could not be
provided.
Guests names are to be used at all times

24. CLEANING PROCEDURE
Turndown Service
Procedure
Entering the room
Check for Privacy “DND” sign
Knock firmly/press doorbell and announce yourself
Repeat knock 3 times before entering the room
Allow the guest time to answer the door.

25. CLEANING PROCEDURE
Turndown Service
Procedure
Smile and greet the guest by name
Ask if they would like Turndown Service
If not, offer basic service & amenity
Minimise disturbance to the guest
Stay safe
Good Evening
Mr Wang,
Would you like me to
complete your
turndown service now?

26. CLEANING PROCEDURE
Turndown Service
What to do when giving turn down
Room Service Trays removed
Remove rubbish
Empty & wash ashtrays
Wash glassware
Close curtains
Tidy the room

27. CLEANING PROCEDURE
Turndown Service
What to do when giving turn down
Bed Cover & Decorative Cushions removed & stored
Tidy/Remake Bed & turndown bed sheets
Pillows fluffed
Return PJ’s & Fold Clothes
Night Mat / Slippers / Robes
Breakfast Menu (if applicable)
Evening Amenity & Good Night card

28. CLEANING PROCEDURE
Turndown Service
What to do when giving turn down
Remove Rubbish
Wipe out shower Cubicle if used
Wipe vanity and sink area
Replace used towels
Rearrange/Replenish Amenities
Toilet Paper/Tissues re-pointed

29. CLEANING PROCEDURE
Turndown Service
What to do when giving turn down
Turn on lamps to create subtle lighting
Farewell guest
Complete paperwork

30. CLEANING PROCEDURE
• 12 areas in a guest room that may miss the eye of the room
attendant during their daily cleaning schedule
• Areas Include
1. Top of the door edges and ceiling.
2. Air-conditioning ducts and diffuser grills.
3. Under bathroom counters.
4. Behind the WC bowl- the s-trap.
5. In the toilet roll niche
6. Faucet nozzle filter/ taps/ shower heads
7. Top of the picture frames & Mirrors
8. Area above head board 11. Interior surface of drawers
9. Toilet vents 12. Area above pillow racks
10. Rear surface of doors

31. PLACEMENT OF GUEST SUPPLIES
BEDROOM & SEATING AREA
BEHIND DOOR
•Make up my room
•DND CARD
•FIRE EXIT PLAN
WRITING TABLE
•STATIONARY
•COMPENDIUM
•WASTE PAPER BASKET UNDER THE TABLE
•CHAIR WITH BACK REST
•HOLY BOOKS

32. PLACEMENT OF GUEST SUPPLIES
BEDROOM
BEDSIDE TABLE
•TELEPHONE
•NOTE PAD AND PENCIL
•PILLOW MENU
•ALARM CLOCK WITH DOCKING STAND FOR
IPHONE AND CHARGING CODES
•COMPLIMENTARY
BOTTLES OF WATER

33. PLACEMENT OF GUEST SUPPLIES
BEDROOM
COFFEE TABLE
•WELCOME AMENITIES/TURN DOWN AMENITIES
•MAGAZINES
•WELCOME LETTER FROM THE HOTEL
IN THE DRAW AND CUPBOARD
•SEWING KIT
•BATH SLIPPERS
•LAUNDRY BAG
•HANGERS
•IRON AND IRONING BOARD
•SAFE
•SHOE MIT

34. PLACEMENT OF GUEST SUPPLIES
BEDROOM
ON THE BED
•ONLY BEDDING AND BED LINENE
MINBAR
•WATER
•MINIATRUE ALCHOLIC
DRINKS
•SNACKS
•KETTLE/ MUGS/SPOONS/
GLASSES
•TEA/COFFEE/SUGAR/
WHITENER SACHETS
•ICE BUCKET WITH TONGS

35. PLACEMENT OF GUEST SUPPLIES
BATHROOM
VANITY COUNTER
•UPHOLSTERED STOOL
•WALL MOUNTED MIRRIR
•HAND AND FACE TOWEL
•DENTAL KIT
•SHAVING KIT
•TISSUE BOX
•SAN BIN
•GARGLE GLASSES
•HAND AND FACE LOTION
•HAIR DRYER
•WALL MOUNTED SHAVING MIRROR
•MOISTURIZERS/SOAP WITH SOAP TRAY/FACEWASH

36. PLACEMENT OF GUEST SUPPLIES
BATHROOM
BATHROOM DOOR
•FULL LENGTH MIRROR
•BATHROBES
BATHROOM
•TOWEL RACK WITH TOWELS
•BATHTUB WITH AMENITY
TRAY(
BATHSALTS/SOAP/SHAMPOO/SHOWERCAP/AROMA
CANDLES)
•BATHMAT(OUTSIDE BATHTUB & SHOWER
CUBICAL)
•SHOWER CLOSET( SOAP/SHAMPOO)

37. PLACEMENT OF GUEST SUPPLIES
BATHROOM
BATHROOM
•WC( TOILET ROLL/ SANI BIN)