SERVICING A GUESTROOM-OCCUPIED

To ensure that occupied guestrooms are cleaned thoroughly to the highest standard within the required time frame to make sure guests returning to their room find it clean and welcoming.

The items are all in excellent condition and clean whilst being free of dirt, chipping, streaks, stains, cobwebs, hair, smudges, dust and odor.  Servicing of occupied rooms should be completed by 4.00pm each day or within 2 hours of the request or notification for the room to be serviced sign appearing.

HOW/ STANDARDS

• Check the housekeeping trolley to ensure all the necessary supplies required to service the guestroom are present and stocked.

• Guestrooms displaying the “Do Not Disturb” (DND) sign are not to be entered to be cleaned and are to be followed up as per the standard operating procedure for “Room - Do Not Disturb”.

• 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.

• Upon arrival at the rooms, knock on the room door, ring any door bells and make an announcement by saying: “Good Morning/Afternoon/Evening, this is housekeeping.”  If no replies are heard from guests inside the rooms after 10 seconds, knock on the door, ring any door bells and make the same announcement again.  If still no replies are heard after another 10 seconds, open the room doors using the master key and make the same announcement again upon entering the room.

• As the guestroom is entered take your vacuum cleaner, chemical bucket and cleaning supplies from the trolley

• If the guest returns to the room whilst it is being serviced ask the guest if they would like you to continue with the service or if they would prefer you to return at a later time. Establish what time the guest would like you to return.

• If guest/s are inside the room:

1. Smile and introduce yourself with genuine warmth by saying:  “Good Morning/Afternoon/Evening Mr./Mrs./Ms./Mr. and Mrs. <guests’ last names>,may I clean your room.”

2. If the guest does not wish to have their room cleaned at that time then ask them as to what time would be suitable to have their room cleaned.  Ensure this time is noted and that you return to clean the room at this time. If this is not possible then ensure the housekeeping supervisor is notified.

• 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 room to be aware that the room is being serviced.

• Enter the guestroom as per the standard operating procedure.  If the guests’ room key card is in the socket do not remove it.

• Should the guestroom door require to be kept open at any stage whilst the guestroom is being serviced then ensure a proper door-stop 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:

1. 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 circulate the guestroom.

2. Open all curtains and turn on all lights to be able to see within the room more clearly.  Should you notice a light is not working then follow the operating procedure for reporting maintenance?

• If the guests are in the room at the time the room is being serviced do not adjust any controls for any items or equipment unless it is being checked at that time only.  Return the control or item to the exact location the guest had it in.

• 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 circumstances can clean or soiled guestroom linen be used for drying and cleaning of items to ensure health and hygiene practices are adhered to.

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

• Check the iron board and cover to ensure there are no marks or stains on it.  Check the iron to ensure the faceplate is clean and free of any marks and stains.  If there are stains on either then contact the housekeeping office to arrange to change the cover and/or iron.

• If the guest has placed the “Green Room” card on their bed it indicates that they would like their bed linen changed.  Remove all linen from the bed and pillows that have been used and all linen which has 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.

• If the guest has not placed the “Green Room” card on their bed to have the linen changed then make the bed as per the standard operating procedure with the exception of using new linen.

• Guest clothing must be neatly draped over furniture if it is not already arranged neatly; personal papers, documents, computers, etc. On the desk or table must not be re-arranged.

• 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 a Guestroom.

• 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

• If the guests’ bathrobe has been used, then ensure this is replaced every 3 days of use and sent with the other linen for laundering.

• Check the in-room compendium all stationery items and amenities 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 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 the guest has been using the kettle then ensure there is water within it to the required level as a convenience for when the guest uses it the next time.

• Check all magazines within the room to ensure they are current editions and lay out correctly in the right location.  If the magazines are marked or creased 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 handling of rubbish and recycling.  Do not remove rubbish from the waste bin with your hands.  Empty it into your housekeeping rubbish bag as necessary.

• 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.  Ensure the guest is advised of the repair required so they can be asked if maintenance can attend to the issue to repair or replace in the guests room.

• 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.

• If guest/s are inside the room:

1. Ask guests if there is anything else you can assist them with and wish them an enchanting stay.  If this is the first time you have met these guests, then give them your name as a reference and invite them to contact you if ever they need assistance from housekeeping during their stay.

2. Leave the guests’ room ensuring you close the room door quietly and properly behind you.

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

• Ensure to check throughout the day guestrooms that do have a DND on them so that servicing of the room can be coordinated.  For any DND rooms that still have their sign out or on after 2.00pm, have a “Missed You” card placed under the door of these rooms and advise the housekeeping supervisor or office accordingly.