HOW TO RELEASE A GUEST ROOM

Why is this task important for you and our guests?

Answers: 

1. We can increase our GSI score.

2. I can show my professionalism.

3. I want to make our guests feel comfortable.

4. I want to show our guests that we take care when entering a guest room.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Check room	Check the room in ether a clockwise or anti-clockwise order, starting from the entrance door.	How do I check a guest room?
Entrance door	Check the entrance door and carpet to ensure it is clean and the lock is working. Ensure the emergency exit plan is in place.	What is important about the entrance door?
Closet	Check the closet door, wall and carpet to ensure it is clean.  Check the correct number of hangers as per standard， 4 Female Hangers 4 Male Hangers  2 Silk hanger  the laundry list,  bags and bathrobes  Ensure they are replaced and light is working.	Why do I need to check the entrance door? How many hangers need to be in the room?
Writing table	Check mirror, writing table, chair and drawers to ensure it is clean and Stationery is replaced as: Letter A4 envelopeA4 Note pad Ensure these items are replenished and placed as per the standard; telephone is clean and placed in the correct position. Check waste bin to make sure it is emptied and clean.	Why does a guest need paper and envelopes?
TV/Cabinet	Check to ensure that the TV and cabinet is clean, TV program and folder are placed in the correct position. Turn on TV to check the channel, picture and color. Check the TV program to ensure it is up to date and without stains.	Why does the remote control need to function? Why does the TV program need to be in order and up to date?
Sofa	Check sofa and coffee table to ensure that it is clean; remove the cushions to check underneath. For stains. Ensure the following are available: Coffee bag Tea bag Sugar Sweetener Cups Spoons	Why does the guest need sugar? How many coffee bags, tea bags, sweetener and sugar does the guest need? How many spoons need to be in the room?
Window/drapes	Check window and drapes, ensuring that the curtain can be closed completely and are not damaged.	In what position do the curtains need to be?
Bed	Check bed to make sure that it is made up, as per standard, linen and bedspread is clean and placed neatly. Check bed headboard to ensure it is clean and not damaged.  Standard: 2 Pillows  per person 1 or 2 Duvets Slippers	In what condition does the bed need to be? How many pillows and duvets does the guest room need? How many slippers are needed per room?
Lamps and shades	Check lamps to ensure that they are working and clean. Check lampshades to make sure that they are dust free.	Why is it important that the bulbs are clean and not dusty?
Bathroom – vanity top	Check vanity top, make sure that hand basin, soap dish, ashtray, amenity tray, taps, towel holder and mirror are clean and placed in the correct position.  Check if amenities and toilet paper is replenished as per standard. Refer to “Turn Down Procedure”.	Why does the Bathroom need to be cleaned and replenished?
Toilet	Check toilet bowl, tank, seat lid, toilet paper holder and pipes to ensure that they are clean and there is no hair. Ensure toilet paper has been replaced if it is less than half a roll.	Is it important that the toilet bowl is clean?
Shower/Bathtub area	Check bathtub, handrail, clothes line, taps, towel rack, shower-head and soap holder to ensure that they are clean.  Ensure metal parts are clean and free from watermarks or stain. Check towels to make sure that they are folded and placed properly and neatly. Standard refer to “Turn down procedure”	What do I have to check when looking into the Shower and bath tub? What is important when checking metal? Have towels to be replaced when used?
Telephone	Check telephone and ensure that it is clean and the plate or sticker is in good condition.	Why does the telephone need to be cleaned?
Final inspection	When inspection is completed, stand at the door and have a final check before releasing the room.	Is a final inspection really necessary? What does the control sheet look like?
Report defects	Defects should be reported immediately of any maintenance problems.	Why do I have to report immediately?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important when checking the closet?

2. What is important when checking the writing table?

3. What is important when checking the sofa? 

4. What is important when checking the lamps and shades?  

5. What is important when checking the bathroom? 

6. What is important when checking the toilet?

7. What is important when checking the Telephone?

8. What is important when checking the Final inspection?