Nature and scope of Guest room

1. ACTIVITY
Pictures will be flash on screen, then
you will Identify the phases or step
by step process of cleaning the
guest room using numbers 1 – 6.

2. PHASE 1 PHASE 2

3. PHASE 3
PHASE 4

4. PHASE 6 PHASE 2

5. PHASE 4 PHASE 1

6. NATURE AND SCOPE
OF GUEST ROOM

7. WHAT IS THE NATURE OF
HOUSEKEEPING?
- Housekeeping means performing all
the duties towards cleaning,
maintaining orderliness and running a
house or a business property. The
housekeeping duties involve
maintaining the hotel to the best
possible state in terms of cleanliness
and keeping at highly desirable
ambience.

8. What are the scope of
housekeeping services covers?
- Thorough cleaning, sweeping, washing,
mopping with disinfectant cleaners of all floors,
staircases and toilets. Scrubbing of all floors
and ceramic tiles base. Cleaning of ceiling and
high walls, removal of wash stains of walls, and
cleaning roofs.

9. GUESTROOM CLEANING, CARE
AND MAINTENANCE
Guests want their hotel room to be clean
and to smell good. To be able to efficiently
perform the job as a housekeeper, one is
expected to complete a series of cleaning
and sanitizing procedure. It is also
expected that cleaning of room are
finished within the given time frame.

10. Points to Remember When Doing
Cleaning Service To a Guest's Room:
 Clean in one direction
 Clean from top down
 Clean from farthest point out
 Check damage, if there is something that
requires maintenance, or if a property is
lost
 Use correct equipment and cleaning
agents to clean surfaces

11. PREPARING TO CLEAN
- The room attendant's workday begins in linen
room (headquarters of the housekeeping)
 The employee reports to work
 Receives room assignments, room status
reports and keys
 The room attendant prepares for the workday;
assembles and organizes the supplies
necessary for cleaning
 Checks out at the end of his/her shift

12. ASSEMBLING SUPPLIES
- A room attendant requires specials tasks
(e.g cleaning supplies and equipment, linens,
rooms, accessories, and amenities) to
prepare a guestroom.
 The room attendant cart is regarded as a
tool box stocked with everything
necessary to do an effective job (for a half
day) to;
 Enable the room attendant to avoid
wasting time looking for a cleaning item or
supplies

13. STOCKING THE CART
- Most room attendant carts have 4 shelves; the
lower 3 for linen and the top for supplies. Avoid
over and under stocking. Items found on a cart
includes:
 Clean sheet, pillow cases, and mattress pads
 Clean bath mats
 Toilet and facial tissue
 Fresh drinking glasses
 Soap bars
Clean ashtrays and matches

14. PERFORM MINOR MAINTENANCE FOR
GUESTROOM
 Bath tab leaking
 Air-conditioner leaking
 Broken furniture
 Problem in lighting
 Heater

15. WORK ORDER FORM
- When writing in work order form to the
maintenance department, housekeeping staff should
state reasons clearly: e.g. air condition 0000-very
noisy
- There must be an understanding on how to define
work clearly or description of work e.g: require
painting only, this means maintenance are required
to paint only, no cleaning or wiping involved
- Both departments should know each others nature
of work, for example, it is impossible for maintenance
to paint a room in a day required by housekeeping

16. CLEANLINESS AND
ORDERLINESS

17. CLEANING GUEST ROOM PROCEDURES
 Firstly, room attendant must make sure all
supplies and equipment's are in the trolley
 Pull trolley next to the door, check for "double
lock" or "do not disturb" sign. If there is none,
knock on the door and announce presence
 Record the time you enter the room in room
occupancy report and bring along the maid's
caddy
 Make sure all air-conditioning and lights are
turned on. If there is fused bulb, replaced it with
the new one immediately

18.  Open windows to air the room. Collect all
rubbish
 Remove all food trays and put outside so that
the room service will them up
 Check lost and found item
 Change all linens such as bed sheets, pillowcases,
bath towels, face towels, hand towels and bath
mats, gather all soiled linens and take them
immediately to the cart
 Make the bed and clean the bathroom
 Dusting from high places first
 Replace all missing amenities and supplies

19.  Vacuum from inside to outside of
the room and spray the air
freshener
 Turn off all power and all
windows curtains
 Lastly, close and lock the door

20. DUSTING PROCEDURES
 Spray dusting solution and dust all items on the
wall such as lamp, pictures frames and light bulb
 Dust and polish mirrors, use glass cleaner on a
clean glass cloth and wipe the mirror
 Check all the windows and clean with glass
cleaner, if necessary
 Dust and clean the telephone, check the receiver
by listening to the tones
 Dust each table, all woods or chrome surface on
chairs, beginning from top

21. Clean the closet, make sure all
smudges are removed on the surfaces
 Clean and wipe all switches
 Clean both sides of the door

22. CONDUCTING ROOM CHECK, TURN DOWN, AND MAKE
UP BEDS
- The bulk of cleaning in hotels is done mostly in the
morning shift but there are exceptions like the
rooms with a DND or "Do not Disturb" sign, rooms
which are occupied by late night guests, and early
morning arrivals by guests with international flights.
- These are cases when evening service or turn down
service is needed. Turn-Down Services (TDS) is a
special service provided by the housekeeping
department in which a housekeeper enters a guest
room early in the evening to do second cleaning or
tidying up the room, re-stocking supplies, and
turning down the bed.

23. The procedure for turn down service involves
preparing the room for guest to sleep
comfortably.
An item is typically left on top of the pillow
that has been turned down.
This is usually any of the following: flowers, a
chocolate, candies, cookies etc. Other hotels
have more elaborate turn down amenities
and services such as bedtime stories for
children and cocktails served for couples.

24. PROCEDURE IN TURN DOWN SERVICE
 The evening staff takes the status report of
the floor from the front desk. (VC, VD, OC,
OD, OOO, OOS).
 Takes the floor key/card and sign for it
 Take s round of the floor corridor to
maintain it clean and tidy. Take out trolley
 Departure rooms have to be cleared as per
requirements. (VD rooms)

25. ENTER THE GUEST ROOM
Find out if the guest is in the
room.
 Announce yourself before
entering the guest room.
 In case the guests wants you to
come back later, then, politely as
the time.

26. TURN DOWN THE BED
 Enter the room, empty dustbin and ashtrays
 Remove the bed cover, fold it and place in the
luggage rack drawer
 Remove pillow from luggage rack and place it on the
head of the bed
 Make 90 angles with the second sheet, quilt and
third sheet
 Spread the foot mat on the side of the bed. And put
slipper on top foot mat

27.  Always give turndown from the telephone
side or inner side of the bed
 For double occupancy, both corner to be
made
 Replace soiled linen when needed

28. PLACE TURN DOWN AMENITIES
 According to the hotel procedure place
the turndown amenities on the bed
(e.g. flower, chocolate etc.)
 Place the breakfast menu knob on the
fold
 Put on the bedside lamp

29. TIDY THE GUEST ROOM:
 Look around the room and straighten or
tidy anything that is out of order
 If a room is messy it may require more
extensive cleaning (sweeping and dusting)
 Remove any room service tray, dishes and
move them to the service pantry
 Empty the trash cans and replace the waste
basket liners
 Do a quick vacuum if required

30. TIDY THE BATHROOM
 Neatly fold used towels
 Wipe the vanity area if required
 If required replace the bathing towel
 Clear the dustbin if used
 Fold toilet paper, and replace if necessary
 Replace bathroom amenities as needed

31. CREATE A PLEASENT ATMOSPHERE
 Turn on the bedside lamps
 Close the drapes
 Draw the curtains so that there is no light
coming from the corners or center
 Set the housekeeping temperature to what was
set by the guest
 Double check everything, look the room and
leave the guests room
 Update the status report

32. CLOSING DOWN
 Important as preparing to clean
 The equipment, agents and other
supplies should be stored properly
 Work are should neat and tidy for
next shift

33. SAFEKEEPING OF LOST AND FOUND ITEMS
 Every lost and found item discovered at hotel
(either inside or outside) by a member of the
staff (or by a non-employee such as guest or a
visitor to a member of the staff) must be
forwarded to the supervisor, head of
department, assistant manager or general
manager. This will include but is not limited to,
items found in guest quarters, public areas,
food and beverage outlets, and on hotel grounds.

34. Below are standard lost and found procedure in a hotel
to be followed:
 An item left behind by guest either in the room or in
the public area identified by any staff and brought
under the notice of housekeeping is turned as "lost
and found" item
 There should be a designated place to collect missing
objects, whether located in guestrooms, meeting
rooms, public areas, or restaurant
 Lost items must be stored in a locked closet or in a
very restricted area
 Employees are told to carry items to the lost and found
area to provide prompt attention to valuables

35.  All items received to be recorded in a lost and
found register
 All items, irrespective of whether they are
valuable, non-valuable, and perishable products,
must be registered in the lost and found register
 Items should be put in a plastic bag with a serial
number from the tag, the location found, the
date, the name of the individual who found the
object, etc.
 Valuable items like jewelry, mobile, wallets,
laptops, pads etc. must be stored in a locker

36.  If the property management system has auto
trace capability then put a trace on the guest
profile of the missing object kept by the
housekeeping department
 Send email to the guest to notify the guest about
the lost item (as per the hotel policy) If a guest
calls the hotel to inquire about the missing object,
only the person carrying the lost and found lists
will respond to the call. If the item has been
submitted to the guest/collected by the guest
approved individual, an appropriate entry will be
made to the system

37. PROVISION FOR OTHER SERVICES TO
HOUSEGUEST LIKE:
 Baby Sitting
 Request for seamstress
 Extra beds, linen, pillow
 Provision of facilities like hair dryer,
adaptors, etc
 Shoe shine service

38. ACTIVITY:
Make a comic strips
showing the six phases of
cleaning the guest room.

39. THANK YOU FOR
LISTENING ☺