HOW/ STANDARDS Use a damp soft cloth for dusting and dust from the highest point to the lowest point within the guestroom. Start at the entrance of the guestroom and move in one direction around the room to ensure nothing is overlooked that requires dusting. Clean and dust all; door frames, door closer, hinges, front/back parts of doors, pictures,  ledges, lamps, television, tables, chairs and legs and other furniture and fittings, headboard, side tables, window sill, skirtin

HOW/ STANDARDS Any spillages, stains or marks made on carpet should be cleaned immediately before the stain has a chance to set in over time making it more difficult to have removed and to ensure the carpet can be kept in good condition.  Subject to the level of marking and staining a carpet cleaning machine may be required to be used to ensure the carpet is kept in good condition. Burn marks need to be treated very carefully and subject to their size it is recommended to adv

HOW/ STANDARDS The housekeeping coordinator will be advised, as to which room numbers will be the show rooms for the day or the week, subject to occupancy levels, as advised by the reservations or the front desk. Once the housekeeping supervisor has been informed of the show rooms they must proceed to the rooms and check that they are suitable to be used as show rooms for items and areas such as: Check for any visible maintenance problems which may result in the room not bein

To ensure guests who have been given or are entitled to a VIP (Very Important Person) status when they are staying at the hotel receive all amenities and entitlements for the VIP status level that they have.  It is essential to ensure that their guestroom or suite has been prepared to the highest standard and that all guest amenities are ready and in place prior to the guests arrival. STEPS HOW/ STANDARDS QUESTIONS Information .Before 8:00am every morning, the FO will inform

To ensure that colleagues will neither use nor answer telephones in occupied guestrooms to maintain the privacy of guests who are occupying that room.  Should a telephone be required to be used then this must be done in the service area or in a vacant dirty room to communicate urgent messages for internal calls only. HOW/ STANDARDS When in an occupied guestroom and you hear the telephone ring, DO NOT ANSWER the guest telephone. In an occupied guestroom the telephone must not

To ensure that occupied guestrooms are cleaned thoroughly to the highest standard within the required time frame to make sure guests returning to their room find it clean and welcoming. The items are all in excellent condition and clean whilst being free of dirt, chipping, streaks, stains, cobwebs, hair, smudges, dust and odor.  Servicing of occupied rooms should be completed by 4.00pm each day or within 2 hours of the request or notification for the room to be serviced sign

To ensure that checkout guestrooms are cleaned thoroughly to the highest standard within the required time frame so the next guest to occupy the guestroom will feel that the room has never being used before.  The items are all in excellent condition and clean whilst being free of dirt, chipping, streaks, stains, cobwebs, hair, smudges, dust and odor. HOW/ STANDARDS Check the housekeeping trolley to ensure all the necessary supplies required to service the guestroom are presen

To ensure on every occasion a guestroom bathroom is serviced that any used wet or dry bathroom amenities are replaced to the correct par level.  For checkout rooms all used amenities must be replaced and for occupied rooms dry amenities used each day should be replaced and wet amenities which have less than one third in the bottle should be replaced with a new amenity.  This will ensure our guests will always have a full supply of bathroom amenities. HOW/ STANDARDS Identify w

To ensure every time a guestroom is serviced all rubbish and waste from the waste basket/bins is removed and either discarded or recycled in the correct manner as per the hotel standard in a safe and hygienic manner.  Under no circumstances are any items or personal belongings of any guest to be discarded unless it is under the direction of the guest staying in the guestroom to do so. STEPS HOW/ STANDARDS Occupied Room:  Newspapers are to be laid or folded neatly and placed o

To ensure the guestroom is prepared for any guests who may have any particular allergy and require special attention or needs in regards to the allergy that they may have a reaction to.  It is necessary to get as much information as possible from the guest or person making the booking for the room to be prepared according to their requirements, so their guestroom can be prepared and made as comfortable as possible for the guest/s throughout their stay. HOW/ STANDARDS Subject

Guest Expectation: To ensure the confirmation of the vacant status of a guestroom if the room has been allocated as an arrival on the day prior and the guest has not arrived to occupy the guest room after it has already being checked in to the property management system. HOW/ STANDARDS A “No Show” occurs when a room is booked and fully guaranteed by a company or guest but the guest does not show up and occupy the guestroom. Front Office checks the room into the property manag

STEPS HOW/ STANDARDS BLOOD/VOMIT/BODILY FLUIDS When stripping the bed and it is obvious the occupant of the room may have lost blood, bodily fluid or was unwell it is necessary to ensure that the linen that has been soiled is separated to other linen and placed in a plastic bag (not a garbage bag) to ensure it is not discarded with other rubbish.  The bag is then required to be sent to the linen room, which in turn will advise the laundry of the arrival of special laundry for

Why is this task important for you and our guests? Answers:  I understand the importance of a proper procedure to put rooms out of order. I can demonstrate my professionalism. I know that rooms have to be put “O-O-O” for cleaning or repairs to keep them looking fresh. STEPS HOW/ STANDARDS Finding a maintenance Once an area or item within a guestroom is identified as damaged or requiring repair it must be reported immediately via the hotel maintenance request system through th

Guest Expectation: I expect everything in hotel is clean. I pay a good room rate for cleanliness and I expect this in all aspects of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of clean sparkling floor to the image of the hotel. People really do notice clean floor! It is important for our guests have a memorable view from our hotel. We can increase the GSI score. We can show our professionalism. . STEPS HOW/ STANDARDS WO

Guest Expectation: I expect the telephone in my room to be clean Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the telephone When the telephone is clean, I am able to satisfy our guests and increase the GSTS score. I can show my professionalism.      STEPS HOW/ STANDARDS TRAINING QUESTIONS Daily cleaning Using a cleaning cloth spray it with the recommended glass cleaner so it is damp enough to have marks and sta

Why is this task important for you and our guests? Answers:  1. Ensure all consumption and late charges are posted in a timely manner. STEPS HOW/ STANDARDS TRAINING QUESTIONS Par Stock All guest rooms are equipped with refrigerator containing Minibar items as listed in the Mini bar price check. A par stock is set up on two floors under the control of the floor supervisor and room attendant. The par is to be replenished on a daily basis.    Why need a par stock in the pantry?

Why is this task important for you and our guests? Answers:  It is important that we return all keys and the worksheet to ensure proper recording and security. Keys are hotels belonging. Respecting guests need for privacy. We are able to follow the guest request. I know what to do when the guest has not removed his/her sign after 24 hours.  STEPS HOW/ STANDARDS TRAINING QUESTIONS Return key and worksheet The Floor Supervisor collects the key and Work Sheet from the Room Atten

Why is this task important for you and our guests? Answers:  It is important, that we have certain times to use the linen chute to prepare for the Laundry. If the Laundry is not prepared, all the linen and towels will land in a loading bay and nobody would take care of the linen and towels. STEPS HOW/ STANDARDS TRAINING QUESTIONS Purpose of the linen chute The linen chute is for staff to send down soiled linen and guest laundry. Do not throw other things into the linen chute,

Guest Expectation: I like it when I employees respect me and treat me with friendliness – but are not overly friendly towards me.  I expect employees to respect each other. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. STEPS HOW/ STANDARDS TRAINING QUESTIONS A guest you don’t know asks you to open a room door. When a guest asks you to open the door on the f

Guest Expectation: I expect there to be a proper procedure in place to ensure I cannot see damaged equipment in the guest areas.  I expect equipment to be in full working order during my stay. Why is this task important for you and our guests? Answers:  It is important that loss or items broken get immediately reported. We can control expenses. We can plan procedures and training to avoid breakage and losses. STEPS HOW/ STANDARDS TRAINING QUESTIONS Report to Housekeeping offi