CLEANING OF DIFFERENT SURFACE TYPES

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: 

1. I understand the importance of clean sparkling floor to the image of the hotel.

2. People really do notice clean floor!

3. It is important for our guests have a memorable view from our hotel.

4. We can increase the GSI score.

5. We can show our professionalism.

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STEPS	HOW/ STANDARDS
WOOD	All wooden surfaces or furniture are required to be cleaned with a damp cloth to remove dust and surface marks.  This should then be followed up with a dry cloth to avoid any streaks or markings being visible.  It is not recommended to use furniture spray as the high content of oil leaves a layer on the surface which attracts dust again and can mark guest/s clothing.  Restoring any damages surfaces or furniture needs to be attended toby a qualified and trained wood polisher.
LEATHER	Should be wiped with soft damp cloth and dried immediately with a soft dry cloth.  Any marks or scratches should be repaired by the hotel’s polisher or a qualified external contractor.
GLASS	Spray Glass cleaner on a soft clean cloth and wipe mirrors and/or glass tops in a  circular motion.  This should then be followed up with a dry cloth to avoid any streaks or markings being visible. Glass tops also need to be cleaned from time to time underneath so any visible marks cannot be seen from the top side. To do so, remove all items sitting on top of the glass pane and turn it over for cleaning. If the piece of glass is too large, then arrange the assistance of another colleague to turn the glass onto the other side to ensure it is not damaged. Make sure the surface is completely dry before returning it to the top of the furniture or area again.
MARBLE	No harsh detergents should be used on marble as it is a very porous stone and could seriously damage the surface of the marble immediately or over time. Use the recommended chemical to remove any marks otherwise a very small amount of dishwashing liquid if it is very dirty, ensuring it is cleaned quickly, rinsed thoroughly and dried immediately. Marble showing grey patches or rings from water, cosmetics or other, needs to be treated by a contractor specializing in marble restoration.
PAINTED	Identify if the painted area is washable.  If so then clean the marks carefully with a damp sponge and dry it with a soft cloth.  If the paint is acrylic or you cannot determine thetype of paint then check with the engineering department of the hotel to determine the most appropriate way to clean any marks. For soft surfaces: such as leather, let the hotels polisher remove the paint marks.  Any fabrics with paint on then take them to the laundry, as they should have the appropriate chemical/s to remove them from the fabric or garment.
CARPET	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 iskept in good condition. Burn marks need to be treated very carefully and subject to their size it is recommended to advise the housekeeping office so it can be assessed if assistance is required from engineering or an external contractor, as the section of the carpet may be required to be replaced. Any small paint spots can be cleaned in House, large areas need a specialized Companyto remove the paint. If a guestroom is flooded with water on the carpet, ensure the housekeeping office is notified immediately, should a charge be required to be followed up with the guest occupying the room or who has/is departing for relevant damages.  It is a priority for the excess water to be removed immediately to reduce the absorption into the carpet and underlay.  A carpet cleaning machine should be used to extract as much water as possible and a commercial high powered fan blower to dry the carpet also.  To remove the moisture and odor in the room if  there are windows which open within the area then ensure they are opened to circulate the air in the room and also use an air-ionizer to filterthe air.  The area or room would be required to be placed out of order during this period. Any noticeable damages on any surfaces must be reported to the housekeeping office so they can be followed up with the engineering department or relevant external contractor or repairs as necessary.
Report defects	To report immediately of any maintenance problem is found while cleaning.