Guest Expectation: General cleaning should be arrange on every day, to show our care for our staff. Why is this task important for you and our guests? Answers:  I understand the importance of having clean staff lockers.  This represents our cleanliness and image behind the scene.  This shows our professionalism.  STEPS HOW/ STANDARDS TRAINING QUESTIONS Check the material Test the wallpaper by cleaning a hidden part, e.g. behind the bed headboard, or at a little corner.  Why d

STEPS HOW/ STANDARDS TRAINING QUESTIONS Check the material Test the wallpaper by cleaning a hidden part, e.g. behind the bed headboard, or at a little corner.  The daily cleaning of vertical ashtray   Update of the small white gravel in the ashtray, make it no sputum stain or trash, the log on the               gravel is clear.   Trace the dust of the ashtray surface every day, often maintains the ashtray non-dust, non-dirt  Carries on the replacement in to in the ashtray gar

Guest Expectation: I expect cleaning equipment to be out of my sight.  I expect there to be a storage facility in the hotel which is used. Why is this task important for you and our guests? Answers:  I understand the importance of properly storing equipment. It is important for us to take good care of our equipment, so we can save money for the hotel We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Storing Ensure that all tools, equipment and cleaning

Why is this task important for you and our guests? Answers:  I understand the importance of using the right chemical for the right material It is important for us to take good care of our material, as this shows our professionalism. Shine up SHINE UP is a furniture polish that comes in an aerosol can. To be used in diluted form. Are there other brands which do the same job? Forward FORWARD is a general-purpose cleaner used for daily cleaning of most surfaces To be used 1:10 p

Guest Expectation: I expect Restaurants to be clean.  I want to enjoy my food and beverage in the comfort of hygienic and sanitized environments. Why is this task important for you and our guests? Answers:  I understand the importance of having clean restaurants. It is important for us to take good care of our restaurants, as this keeps our image high. We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS  Entrance Check to ensure that doors are clean and w

Guest Expectation: Even though I don’t see back of house, I expect back of house areas to be as clean, and organized as front of house areas.  I don’t understand how the front of house can be clean and sparkling if the back of house is dirty. Why is this task important for you and our guests? Answers:  I understand the importance of having clean back of house. This represents our cleanliness and image behind the scene. This shows our professionalism. It shows my professionali

Guest Expectation: I expect that carpets are clean and not worn. I don’t like observing spots after breakfast which are still there the next day.  I expect people who work in upscale hotels to be detail oriented. Why is this task important for you and our guests? Answers:  I understand the importance of spot cleaning. I understand that it is not always necessary to clean the whole carpet. It is important for us to take good care of our material, as this shows our professional

Guest Expectation: I expect floors to be clean in a hotel.  Special care needs to be taken on stone floors, as dirt cannot easily be seen on this material. Why is this task important for you and our guests? Answers:  I understand the importance of having clean stone floors. It is important for us to take good care of floors, as this shows our professionalism STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation equipment Prepare a bucket of diluted all-purpose cleaner in hot wa

Guest Expectation: I expect public area restrooms to be clean and regularly checked. Why is this task important for you and our guests? Answers:  I understand the importance of having clean sanitary areas. I can increase the GSI score. It shows my professionalism. I understand that cleanliness is important for the image of our hotel. It shows my professionalism. I understand that cleanliness is important for the image of our hotel. STEPS HOW/ STANDARDS TRAINING QUESTIONS Entr

Guest Expectation: I expect brass items to be well polished and free of fingerprints. Why is this task important for you and our guests? Answers: I understand the importance of having polished brass It is important for us to take good care of our material, as this shows our professionalism We can increase our GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare some damp and dry cloths. Chemical: Use BRASSO for solid brass only.  Don’t use it on any other me

Guest Expectation: I expect the hotel lobby to be impressive. I expect it to be clean and the ambiance enhanced by pleasant people and surrounds such as music, candles and flowers in accordance with the design. I expect to be greeted in the Lobby. Why is this task important for you and our guests? Answers:  I understand the importance of having a clean Lobby. It is important for us to know how we can create such a great first impression. We can increase the GSI score. STEPS H

Guest Expectation: I expect toilets to be regularly cleaned Why is this task important for you and our guests? Answers:  I understand the importance of having clean sanitary areas. It is important for us to take good care of toilets, as this shows our professionalism. We can increase our GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare all the cleaning tools and chemicals that are required. Why do I need to prepare all this items for cleaning a toilet? C

Guest Expectation: I expect the hotel to be regularly vacuumed. I recognize a dirty hotel and the image of the hotel suffers when this is the case. Why is this task important for you and our guests? Answers:  I understand the importance of having vacuumed carpet. This is part of our image. It is important for us to know, how we have to vacuum. We can increase the GSI score.  We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Make sure the mac

Guest Expectation: I expect cushions, upholstery and materials in public areas to be cleaned to a high standard, particularly those in high traffic areas like lobby bar areas.  Why is this task important for you and our guests? Answers:  I understand the importance of having clean cushions and upholstery. This is part of our image. It is important for to know, how we have to shampoo. We can increase the GSI score. We can show our professionalism STEPS HOW/ STANDARDS TRAINING

Guest Expectation: I expect hotels to polish their wooden furniture. I cannot understand hotels, who have unpolished wooden floors as it makes the hotel look dull and lifeless. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor as it enhances the image of a hotel. I understand the importance of a polished wooden floor, as it enhances the image of the hotel. It is important for me to know, how we have to polish a floor, es

Guest Expectation : I expect floors, like walls and windows, to be free of dirt. I expect there is a regular cleaning program in hotels of high quality. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor as it enhances the image of a hotel. It is important for me to know, how we must scrub a floor, especially if it is really dirty.   We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDARDS TRAI

Guest Expectation : I expect windows to be sparkling. 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 windows to the image of the hotel. People really do notice clean windows! It is important for our guests have a memorable view from our hotel. We can increase the GSI score. We can show our professionalism. We can increase the GSTS

Guest Expectation : I expect staircases to be immaculately presented like the rest of the hotel.  Staircases generally get a lot of traffic so I expect them to be regularly cleaned. Why is this task important for you and our guests? Answers:  I understand the importance of the presentation of a hotel staircase to our guests. We can increase the GSI score. We can show our professionalism. It is important for us to know how we must clean walls. STEPS HOW/ STANDARDS TRAINING QUE

Guest Expectation : I expect walls to be clean in keeping with the image of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of having clean walls. This is part of our image. It is important for us to know how we must clean walls. We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Collect all cleaning tools and cleaning chemicals. Put “Work in progress sign” in

Guest Expectation : Like all other areas, I expect floors to be clean and if they are marble, to be polished.  It assists in displaying a high image of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor, as this represents the image of the hotel. It is important for our guests and ourselves that we have clean and polished floors. We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDAR