OUT OF ORDER ROOM PROCEDURE

Why is this task important for you and our guests?

Answers: 

1. I understand the importance of a proper procedure to put rooms out of order.

2. I can demonstrate my professionalism.

3. I know that rooms have to be put “O-O-O” for cleaning or repairs to keep them looking fresh.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Coordinate between departments	To take a room out of order requires advance planning and careful coordination between Housekeeping, Front Office and Engineering Departments. Engineering will establish the amount of time needed (per room), for preventative maintenance to be carried out and will keep records of rooms which have been completed.	Why does this need to have proper planning and coordination? Why do I need to know the timeframe?
Guideline of room blocking	Rooms are taken out of order on a weekly basis, for the following week. Consideration must be given to the Hotel occupancy forecast. The Executive Housekeeper will coordinate with Front Office and Engineering when establishing which rooms are to be taken out-of-order and for how long.    Cleaning must be done after Engineering have completed their work. It must be included in the out-of-order period.	Why has this to be done 1 week in advance? Why do we have to take care of occupancy? When do I clean the room? Why cannotengineer clean right away?
Process control	Rooms that have been put into out-of-order must be beyond the guest checkout date and will not be assigned to a Room Attendant to make up.  The room will be stripped of soiled linen, garbage and amenities. When painting, all furniture and carpet must be covered with discarded sheets and the curtains must be removed.  The Assistant Executive Housekeeper will monitor the out-of-order date and extend it if necessary to coordinate with Front office and Engineering. All out-of-order rooms are coordinated in Housekeeping and the reason and date released input into the system. This includes rooms that have to be taken out-of-order for emergency. No equipment may be left in the guest corridor while Engineering are working in guestrooms and the door is to be kept closed. If in an area where Engineering work is carried out produces noise, adjacent areas are to be taken out-of-order.  Prior to Housekeeping cleaning the room, the Engineering Supervisor will inspect the room to check if the defects have been fixed.	Why is the process control so important? Why does the room need to strip? Do I really need to cover carpets or sofas with sheets? Why does this process need to be monitored? Why does HK manage this process? Why can the door not be kept open into the guest corridor? Can I take whole areas OOO?  Can we clean earlier to speed up?
Room releasing	. The room will be assigned to the Room Attendant and inspected by the Supervisor before entering it into the system as “vacant clean”	Why do we have to clean the room and inspect the room before assigning it to a guest?

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

Summary questions:

1. Who co-ordinates the “OOO”? 

2. Who establishes the time frame for preventative maintenance?

3.  Why has this to be done 1 week in advance?

4. Why do we have to take care of occupancy?

5. When do I clean the room?

6. Why cannot engineer clean right away?

7. How do you strip a room?

8. Can I take whole areas “OOO”?

9. Can we clean earlier to speed up?