The document outlines the procedures and responsibilities for cleaning guest rooms in a hotel, emphasizing hygiene, maintenance, and organization. It details the classification of various types of cleaning needed, the tools and supplies required, and step-by-step processes for tasks such as making beds and cleaning bathrooms. Special procedures for handling guests' requests, maintaining cleanliness, and managing lost and found items are also included.

1. CLEANING
GUESTROOMS
By: Mumtazul Ilyani

2. PURPOSE OF CLEANING:
1) To maintain a safe and clean environment
2) To preserve furniture and fittings in good condition.
3) To maintain an attractive environment

3. Good cleaning organization may leads to:
1. Appearance – create favorable impression and
indication of the operational efficiency of staff
2. Hygiene – create pleasant and hygienic
environment
3. Planned maintenance – prolong the working
life of furnishing and equipment

4.  Organic - plant or animal/human origin or compound, solid
liquid, gaseous substances
 Inorganic – chemical elements or compound, solid liquid or
gaseous substances
 Osmological – either organic or inorganic that emit an
unpleasant odor
 Bacterial – live bacteria or spores, may cause disease or
infections
 Entomological – insects or pests carries disease or
infections

6.  Organic (loose, dry) - Usually referred to as dust. It can generally
be removed with direct mechanical act, as long as it stays dry. It
can be swept, dusted, mopped, wiped, vacuumed or wet mopped
with minimal or no chemical action required. Any surface that has
not been cleaned in 12 hours will have dust gathered on it. The
longer it remains on a surface, the better chance it has of
becoming oily, sticky soil from stain with other substances, even
from moisture in the air or from air-conditioning units.
 Inorganic (oily, sticky) - soil or dirt is about always mixed with
grease or other oily resources which make the dirt glue to a
surface. The extent to which dirt remains on a surface, the more it
happens to bond to the surface and the harder it is to get rid of.

7.  Physically clean – free from apparent dust and dirt when
wiped by hand
 Chemically clean – free from harmful chemicals on surfaces
and in the surrounding air
 Bacterlogically clean – free from any harmful bacteria that
may caused disease or infections
 Entomologically clean – free from harmful insects or pests
 Osmologically clean – free from any organic and inorganic
soil
 Terminally clean – surface need to be
constantly sanitized

8.  HK have to service between 13-18 bedrooms in a day
 Not take more than 30 minute to accomplish service 1 room.
 Inform floor supervisor that prepared guestroom can be
inspected.

9.  Room that guest has requested early service
 VIP rooms (before 11 am)
 Early morning checkouts – requested by front desk
 Other checkout (VD rooms)
 Occupied rooms with ‘please make my rooms’ sign on
doorknob
 Rooms that has DND card displayed earlier in the
morning
 Request for late service (4-5 pm)

10. 1. Procedure should be set up for dealing with rooms
with DND signs is after 2.30 pm
2. Rooms attendant will inform the supervisor, then
supervisor will check the room status with front desk
by phone or in person
3. Usually the DND slip will be placed under the door to
inform the guest that their room is not serviced yet
4. In most cases, room attendant should not knock on a
door with DND sign

11. The room attendant’s workday begins in the linen
room (headquarters of the HK).
◦ 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. A room attendant requires special tools (e.g.
cleaning supplies and equipment, linens, room
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. 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 sheets, pillowcases, and mattress pads
◦ clean bath mats
◦ toilet and facial tissue
◦ fresh drinking glasses
◦ soap bars
◦ clean ashtrays and matches

15. Hand Caddy: a kind of box to carry all the cleaning
supplies for the guestroom and bathroom. May include;
Glass Cleaner
Floor Cleaner
Wood Polisher
Multi Purpose Cleaner
Toilet Bowl Cleaner
Air Freshener
Insect Sprayer
bowl brush
cloths and sponges
rubber gloves
A laundry bag for dirty linen, trash bag, a broom and
vacuum are also positioned on the cart.

16.  Prepared by supervisors
 Done manually in the Room Assignment Log Book
 The assignment sheet includes the name of the attendant
to whom the room is assigned, a list of room numbers
assigned to each room attendant or any special
instruction to any rooms
The room status report (or the housekeeping report);
 provides information on the occupancy or condition of the
hotel’s rooms on a daily basis.
 uses simple codes to indicate room status.

19. 1.Entering Guestroom:
 Knock on guestroom door 3 times using your knuckles/ring the
doorbell and announce yourself.
 Observe whether the guest place DND sign on the knob. If DND has
been on the door after 2 pm, inform supervisor.
 If no answer insert key card and open door slightly, proceed with
room cleaning. If it is chained (double lock) quietly closed back.
 When entering any room, enter slowly and with caution. Listen for
clues such as the shower running or a hair dryer, as these things can
prevent your knock from being heard. If something is heard,
immediately but slowly close the door and attempt knocking again, if
entry must be made at that time. If not, wait a few minutes to return.
 If the guest is asleep or in the bathroom, quietly closed and leave the
room.
 Leave the door open and place service cart blocking the entrance for
security purposes.
 Reasons for knocking guestroom before entering:
• To protect privacy of the guest
• To prevent embarrassment of employee

20. 2. Prepare the room for cleaning by:
a) turn on the lights
b) draw back curtains and check the cords or hooks for damage
c) open the windows and air the room
d) check the air conditioning and heater
e) take a good look at the room, check for damaged and missing items
f) replace dirty ashtrays and glasses
g) collect any room service trays
h) empty waste basket
i) in occupied rooms, straighten newspapers & magazines
j) in check-out rooms, check for lost property

21. 3. PROCEDURE OF MAKING A
BED

22. PROCEDURES:
1. Strip the bed by removing bed sheets one by one to ensure no lost
and found items are left behind by the guest. Place everything on
the floor.
2. Smoothen the mattress protector. Change mattress protector if it is
stained.

23. 3. Put on the first bed sheet, right side up with the center fold as a
guide. Tuck in top side and bottom side of bed and mitre corners.
• Pick up the edge of bed sheet about 10” up side of bed.
• Tuck in the corner of sheet.
• Drop the sheet down and tuck in sheet to form a mitre.

24. 4. Put second bed sheet with the wrong side up and pull up sheet to
reach the edge of mattress at the head. Do not tuck in yet.
5. Put duvet/blanket on the bed with the top about 4” to 5” below edge
of mattress at the head.
6. Put third bed sheet with the top reach 3” below edge of mattress at
the head. Fold in the third sheet top under blanket. Fold over second
sheet.
7. Fold down bed sheets and blanket about 6” in width to room for
pillow.
8. Go to the foot of bed at the side, tuck the blanket and bed sheets
together at one go and mitre corner at both sides neatly.
9. Put pillow cases on pillows. Position pillow evenly on bed with the
open ends away from the guests sights/door, if possible.
10. Smoothen bed with your palm.

27. 4. Proceed to clean the room:
a.Brush lampshades with a dry cloth or feather duster.
b.Spray doors, furniture & fixtures with cleaning solution and
damp-wipe with dust cloth.
c.Wipe air vents, windowsills, light bulbs, telephones & other
surfaces with a damp cloth. Wipe out drawers. Clean or replace
all recycled items. Spray mirrors & TV screen & wipe with dry
glass cloth. Center all drapes, lamp shades & pictures.
d.If the room have balcony, dust the furniture and sweep the floor

28. 5. Wiping and dusting
6. Replenish room amenities and guest supplies.
7. Wash glasses ashtray and trays.
8. Cleaning the bathroom:
1) Clean the toilet bowl
2) Clean the bath tub/shower room
3) Scrub bathroom floor
4) Clean sink counter and mirror
5) Replenish bath linen and bathroom supplies/amenities
9. Vacuum the carpet
10. Spray air freshener.

29. 11. Final check
a) take a look at the room form the guest’s perspective,
start at one point in the room, and look in a circular
fashion
b) smell the room for any unusual odors
c) close the door, check that it is locked
d) update the status of the room on the assignment
sheet

30. • Simple maintenance task
• increase working life mattress
• each mattress is turned 4 times a year, one complete
rotation annualy.
• Prolongs the life and durability the mattress.
• Should be cleaned with vacuum
• Mattress inspection - floor supervisor
October
July
January
April

31.  Special request by the guest after the guestroom has
already been serviced earlier in the day.
 Chargeable service - had visitors, meeting, party.
 Procedures:
1. Remove empty bottles and dirty glasses
2. Empty and clean ashtray and waste paper basket
3. Replenish any used guest supplies
4. Arrange furniture in its proper place
5. Vacuum carpet
6. Wipe all dirty spots on the table or other surface
7. Replace soiled towels
8. Clean the sink and toilet bowl if dirty
9. Wipe the bathroom floor if wet
10. Decoration (if requested by guest)

33.  Refers to the practice of staff entering a guest's room
and "turning down" the bed linen of the bed in the room,
preparing the bed for use.
 The purpose is to ensure that guest feels at home and
can easily go to bed upon returning to his/her room.
 Always carried out between 5.00 to 9.00pm, just before
the guest return for the night.
 An item of confectionery such as a chocolate or a mint is
typically left on top of a pillow in the bed that has been
turned down.

34. 1. Housekeeping trolley cart (towels, linens,
amenities)
2. Cleaning caddy (cleaning agents/materials)
3. Complimentary products (chocolates, mints,
others)

35.  Turndown 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 a 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)

36.  Enter the guest room:
• Find out if the guest is in the room.
• Announce yourself before entering the
guest room.
• In case the guest is wants you to come
back later then, politely as the time for
Position the maids cart in front of the guest
room.

37.  Turndown the bed:
• Enter the room, empty dustbin and ashtrays.
• Remove the bedcover, 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 of foot mat.
• 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.

38.  Place turndown amenities:
• According to the hotel procedure place the
turndown amenities on the bed. (Eg:
Flower, Chocolate etc.)
• Place the Breakfast menu knob on the fold.
• Put on the bedside lamp.

39.  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, dusting,
dusting)
• Remove any room service tray, dishes and
move them to the service pantry.
• Empty the trash cans and replace the
wastebasket liners.
• Do a quick vacuum if required.

40.  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

41.  Create a pleasant 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 A/C temperature to what was set by
the guest.
• Double check everything, lock the room and
leave the guest room.
• Update the status report.

44.  Important as preparing to clean
 The equipment, agents and other supplies should
be stored properly
 Work area should neat and tidy for next shift.

45. 1. When items are found, they must be taken to the housekeeping
department and adequately tagged & logged for identification.
2. The lost & found logbook must include:
i. The date on which the item was found
ii. Its description
iii.The person who found it
iv.The number assigned to the tagged item
3. Items containing multiple articles should be inventoried. The
content described & verified by two person.
4. All tagged items must be kept under lock for security reasons.
5. All inquiries regarding lost & found items should be addressed to
the housekeeping office.
6. Items not claim within a reasonable period of time, are given to
the employee who found or given away to a charitable
organization.

46. 1) VALUABLE ITEMS :
- expensive or incur sum of amount
- HK personnel will handle this missing item.
- handle case under Housekeeper law.
2) NON VALUABLE ITEMS:
- small amount
- HK attendant should record down the item missing item
report or logbook.