SERVICING A GUESTROM-CHECKOUT

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 present and stocked.

• Ensure that the housekeeping trolley is parked in front of the door of the guestroom that you will be servicing for ease of access items on the trolley such as linen, amenities, etc. required to clean the guestroom. It will also act as a barrier for anyone trying to access the room when you are working there

• Take your vacuum cleaner, chemical bucket and cleaning supplies from the trolley 

• Place the housekeeping service sign on the front of the door handle or in the key card lock to alert anyone who may try and access the rooms by that the room is being serviced.

• Should the guestroom door require to be kept open at any stage whilst the guestroom is being serviced then ensure a proper door-stopper is used to keep the door open.  Do not use a towel, newspaper, equipment, etc. to keep the door open to prevent from damage and unnecessary markings being caused to the floor and/or door or items.

• Once you enter the room and close the door behind you check the room to ensure the departing guest has not left any items behind.  At the same time complete the following actions:

• Turn on the air conditioner to circulate the air within the guestroom.  If the room has a window which can open and weather permitting, then do so to enable fresh air to circulatethe guestroom.

• Open all curtains and turn on all lights to be able to see within the room moreclearly.  Should you notice a light is not working then follow the operating procedure or “Maintenance requests”

• Check the bathroom, wardrobes, drawers, bed, desk, table in-room safe carefully for any items which may have been left behind by the departing guest.If any items are left behind by any guest/s then follow the Lost and Found standard operating procedure accordingly, which will require the item to be reported to the housekeeping department and logged within the lost and found log book immediately, so if the guest contacts Lost and Found then the information will be the latest information.

• Collect all used and dirty crockery, glassware, cutlery, etc. that belongs in the guestroom to be cleaned and soak in the hand basin using dishwashing liquid and warm/hot water.  When it is time to clean the bathroom, then the items are to be washed and cleaned thoroughly.  They must be dried with a tea-towel, which is only used for drying crockery, glassware and cutlery when cleaning guestrooms.  Under no circumstance can clean or soiled guestroom linen be used for drying and cleaning to ensure health and hygiene practices are adhered to.

• All other crockery, glassware or cutlery belonging to In-Room Dining or other departments should be passed onto them or removed and held in the service area and contacted for the collection.

• Remove all linens from the bed and pillows that have been used and all linens which have been used within the bathroom and place into the linen bag or dispense via the linen chute in the back of house area.  If there is any linen that is heavily soiled then ensure this is separated so the laundry can be advised of for special treatment.  Leave the bed to be able to air for a period of time before it is made.

• All areas such as, sideboards of beds, chairs (including the legs and lower rungs), desk, table/s, window sills, door frames, lamps, dressers, inside drawers, etc. should be dusted and cleaned thoroughly as per the standard operating procedure for “Dusting fixtures, fittings, equipment and surfaces”

• Move furniture out from the wall/s as necessary in order to be able to clean behind and underneath it.  Ensure furniture is positioned as per the design and layout intent with a neat appearance and that all lamp shades and picture frames are straight and in place on the appropriate walls.

• Clean and prepare or arrange the following items as per the relevant standard operating procedures:

• Cleaning a Telephone

• Cleaning a Bathroom

• Handling Syringes, Sharps & Blood

• Handling and usage of Chemicals

• Cleaning different surface types

• Collecting of rubbish & recycling

• Vacuuming a guestroom

• Ensure the in-room safe is unlocked and open.  Check to see that the departure guest has not left any items within it.  If the safe is found to be locked contact the housekeeping office immediately so they can arrange for it to be opened by security, as soon as possible.  Any items left within the safe should then be recorded as lost and found as per the standard operating procedure.

• Check the iron board and cover to ensure there are no marks or stains on it.  Check the iron to ensure the face plate is clean and free of any marks and stains, whilst removing any water that may be in the iron and wrapping the cord as per the relevant housekeeping room standard.  If there are stains on either then contact the housekeeping office to arrange to change the cover and/or iron.

• Prepare the relevant linen for the bed and make as per the standard operating procedure for “Making a bed”.

• Check the television to ensure all TV and audio channels are working correctly for picture and sound in the guestroom.

• Ensure the clock radio has the correct time and that the alarm function is switched off.  Have the radio channel placed on the correct channel relevant to the brand standard and check the volume to ensure it is at the correct setting for when the next guest occupying the room may turn on the radio.

• Check the in-room compendium all stationery items that require replenishment in the desk area and replace as necessary.  Also check to ensure any stationery there has not been used and if so it needs to be discarded or recycled as per the hotel standard.

• Replace any consumed coffee and tea amenities in the correct layout order, as per the hotel standard which has the relevant number for each item that there should be within the amenities tray.  Check the kettle inside and outside to ensure it is clean and in good working order.  If there is water within the kettle then empty it out into the wash basin and have the electrical cord placed in the correct position in relevant allocated area as to where the tea and coffee amenities are located.

• Check all magazines within the room to ensure they are current editions and are not marked or crumpled and creased.  If so then they are required to be removed from the room and replaced immediately.

• All rubbish is to be cleared and removed from the waste bin in the bedroom and bathroom as per the standard operating procedure for “Removal of rubbish from guestrooms”.  Do not remove rubbish from the waste bin with your hands.  Empty it into your housekeeping rubbish bag as necessary or use tons and/or gloves to prevent any injury.

• Vacuum the guestroom and corridor entrance to the guestroom as per the standard operating procedure for vacuuming.

• Check the room of any damages or missing items and report to the Housekeeping Office immediately.  Check carefully for any repairs and malfunctions in the guestroom and report to the housekeeping office immediately so it can be repaired prior to the room being cleared to be used again for a new guest.  Any room with a maintenance issue that cannot be repaired must be placed out of order until the repair is completed.

• On leaving the room ensures the air conditioning control unit is set to the required room temperature setting of 21 degrees Celsius as per the hotel brand standard.

• Check the back and front of the guestroom entrance door for any marks or stains that need to be removed and clean off with the recommended chemicals to ensure they are clean.

• On completion of cleaning the guestroom check all areas to ensure that nothing from your trolley, equipment, supplies or cleaning materials have been left in any area of the guestroom.

• Ensure that any periodical cleaning program tasks assigned are carried out as per the direction of the housekeeping department on the required scheduled basis.