Clean and Prepare Rooms for incoming Guests - CBLM - HSK UC 2

COMPETENCY - BASED LEARNINGMATERIAL

Sector

TOURISM Qualification Title

HOUSEKEEPING NCIIUnit of Competency

CLEAN AND PREPARE ROOMS FOR INCOMING GUESTModule Title

Cleaning and Prepare Rooms for Incoming Guest

POLYTECHNIC COLLEGE OF DAVAO DEL SUR, INC. Mac Arthur Highway, Brgy. Kiagor, Digos City

iiCBLM

Housekeeping NCII

“Clean and Prepare roomsfor incoming guests”

Date Developed: May 2015Date Revised: May 2015

Document No. HKNC11-001Issued by:

PCDS

Developed by:MOISES, JR. D. BAULA REVISION # OI

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in HOUSEKEEPING NCII QUALIFICATION.This module contains training materials and activities for youto complete.

The unit of competency “CLEAN AND PREPARE ROOMS FORINCOMING GUESTS” contains knowledge, skills and attituderequired for TRAINEES.

You are required to go through, a series of learningactivities in order to complete each learning outcome of themodule. In each learning outcome are Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then follow theseactivities on your own. If you have questions, don’t hesitateto ask your facilitator for assistance.

The goal of this course is the development of practicalskills in supervising work-based training. Tools in planning,monitoring and evaluation of work-based training shall beprepared during the workshop to support in the implementationof the training program.

This module is prepared to help you achieve the requiredcompetency, in “HOUSEKEEPING NCII”.

This will be the source of information for you to acquireknowledge and skills in this particular competencyindependently and at your own pace, with minimum supervisionor help from your facilitator.

Remember to:

Work through all the information and complete theactivities in each section.

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Read information sheets and complete the self-check.Answer keys are included in this package to allowimmediate feedback. Answering the self-check will helpyou acquire the knowledge content of this competency.

Perform the task sheets and job sheets until you areconfident that your output conforms to the performancecriteria checklist that follows the sheets.

Submit outputs of the task sheets and job sheets to yourfacilitator for evaluation and recording in theAccomplishment Chart. Outputs shall serve as yourportfolio during the institutional competency evaluation.

A certificate of achievement will be awarded to you afterpassing the evaluation. You must pass the institutionalcompetency evaluation for this competency before moving toanother competency.

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HOUSEKEEPING NCII400 Hours

Contents of this Competency – Based Learning Materials

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

1Provide

HousekeepingServices to Guests

ProvidingHousekeepingServices to

Guest

TRS5123111

2 Clean and preparerooms for incoming

guests

Cleaning andprepare roomsfor incoming

guests

TRS5123112

3 ProvideValet/Butler

Service

ProvidingValet/Butler

Service

TRS5123113

4 Laundry Linen andGuest Clothes

Laundering Linenand GuestClothes

TRS5123114

5 Clean Public Cleaning Public TRS51231155

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Areas, Facilities& Equipment

Areas,Facilities &Equipment

6 Deal with/handleintoxicated guests

Dealingwith/handleintoxicated

guests

TRS5123122

MODULE CONTENT

HOUSEKEEPING NCIIUnit of Competency

CLEAN AND PREPARE ROOMS FOR INCOMING GUESTSUnit of Competency

CLEANING AND PREPARE ROOMS FOR INCOMING GUESTSModule Title

Introduction:

The unit deals with the skills and knowledge requiredfrom housekeeping attendants to clean and prepare rooms forincoming guests in a commercial accommodation establishment.

NOMINAL DURATION: 100 Hours

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LEARNING OUTCOMES: At the end of this module you MUST be able to:

LO 1. Set up equipment and trolleys

LO 2. Access rooms for serving

LO 3. Make up beds

LO4. Clean and clear rooms

LO5. Clean and store trolleys and equipment

Learning Outcome # 1 Set up equipment and trolleys

CONTENT:

1. Hotel codes and regulations2. Interpersonal skills: Communication and listening Skills3. Up selling and selling techniques4. Basic operational skills on facilities and equipment5. Personal hygiene6. Hotel organization structure: departments and its functions “Rank and

File”7. Preparing requisitions for maintenance services

ASSESSMENT CRITERIA:

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1. Guest arrival list and guest history are reviewed based on guestfolio.

2. Guest is greeted and acknowledged by use of name whenever possible.3. Up selling and selling techniques are prepared in accordance with

industry policy and procedure4. Guests are courteously advised on correct usage of equipment5. Malfunctions are promptly reported in accordance with Standard

Operating Procedures, and where possible, alternative arrangementsare made to meet guest needs.

6. A collection time for requested equipment is agreed upon whereappropriate.

7. Coordination with other department is done in accordance with hotel’sorganizational structure and its function.

8. Guest requests are noted and coordinated with other departmentconcerned

CONDITIONS:

Student/ trainee must be provided with the following:

Tools Equipment Materials/ SuppliesTapes Telephone Pen and paperBrochures/ manuals Computer Housekeeping/ FO formsGuest folio, guest list Shower (with hot and

cold)operating manuals

caution signs refrigerator room supplies and amenities

electric fanair conditioning unitshelvesalarm clocktelevision and video player

METHODOLOLGY: Modular (self-paced) Electronic learning Industry Immersion Film viewing Demonstration Discussion

ASSESSMENT METHOD: Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

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Learning Experiences / Activities

Learning Outcome # 1

SET UP EQUIPMENT AND TROLLEYSLearning Activities Special Instructions

Definition of Terms

Read: Information Sheet 1.1-1RECEIVE HOUSEKEEPING REQUEST

1. Accept housekeeping request from

guest

2. Accept housekeeping requests from

staff

3. Records housekeeping requests

according to enterprise requirements

4. Advise on time for provision/delivery

of identified service or items to

guest room.

Perform: Task Sheet 1.1-1

Answer: Self Check 1.1-1

This Learning Outcome deals with thedevelopment of the InstitutionalCompetency Evaluation Tool whichtrainers use in evaluating theirtrainees after finishing a competencyof the qualification.

Go through the learning activitiesoutlined for you on the left columnto gain the necessary information orknowledge before doing the tasks topractice on performing therequirements of the evaluation tool.

The output of this LO is a completeInstitutional Competency EvaluationPackage for one Competency ofHousekeeping NCII. Your output shallserve as one of your portfolio foryour Institutional CompetencyEvaluation for Clean and preparerooms for incoming guest.

Feel free to show your outputs toyour trainer as you accomplish themfor guidance and evaluation.

This Learning Outcome deals with thedevelopment of the InstitutionalCompetency Evaluation Tool whichtrainers use in evaluating theirtrainees after finishing a competency

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of the qualification.

Go through the learning activitiesoutlined for you on the left columnto gain the necessary information orknowledge before doing the tasks topractice on performing therequirements of the evaluation tool.

After doing all the activities forthis LO1: set up equipment &trolleys:, you are ready to proceedto the next LO2: access rooms forservicing .

Definition of Terms

Term Explanation

Chemical A product, normally in liquid format, used to clean a surface

Clean Free from dirt; unsoiled; unstained

Defect A shortcoming, fault, or imperfection

Disinfectant

Any chemical agent used chiefly on inanimate objects to destroy or inhibit the growth of harmful organisms

Dry Cleaning The cleaning of garments, fabrics, draperies, etc., with any of variouschemicals rather than water:

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Term Explanationgarments for cleaning in this way

Fittings Anything provided as equipment, parts, supply

FurnishingsFurniture, carpeting, etc., for a house or room

HousekeepingThe maintenance of a house or domestic establishment.

Kitchenette A small kitchen or part of another room equipped for use as a kitchen

Laundry Articles of clothing, linens, etc., that have been or are to be washed

Malfunction Failure to function properly

Manual handling The act of pushing, pulling or lifting

Planning The act or process of making a plan or plans

Policy A rule, a definite course of action

Polish To make smooth and glossy, especially by rubbing or friction

ProcedureA particular course or mode of action

Provision of suppliesProviding housekeeping items including equipment, cleaning products and cloths

RepairTo restore to a good or sound condition after decay or damage; mend

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Term Explanation

Request

The act of asking for something to be given or done, especially as a favour or courtesy; solicitation or petition

Strip To remove bed linen from a mattress

Suite Hospitality accommodation containingmore than one room

TrolleyA transport vehicle used in housekeeping to move supplies from room to room

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INFORMATION SHEET 2.1-1

RECEIVE HOUSEKEEPING REQUEST

1.Accept Housekeeping Request from Guest

IntroductionHousekeeping is an important area in any accommodationproperty.

Most people see housekeeping as simply ‘cleaning guest rooms’but from an operational perspective there is a lot more tohousekeeping than just that.

The role of housekeeping is to ensure the comfort and safety ofguests whilst they are staying at a hospitality organisation.

This is the guest’s 'home away from home'. It is essential thatthat a guest is able to enjoy their room in the same manner andwith the same ease as they would enjoy in their own house. Theaim of housekeeping is to strive to enable guests to accessitems as easily as in their own home.

It is therefore important that housekeeping staff maintain aprofessional level of integrity, especially staff who cleanrooms. Housekeeping staff must have high levels of integrity,honesty and discretion as a guest needs to feel that what takesplace or what is left in their room must be safe and remainconfidential.

Understandably an accommodation room is considerably smaller insize than the customer's normal residence and therefore itemsthat they may need might not be in immediate access.

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A hotel cannot provide all the necessary items acustomer may need inside each andevery room for a number of reasons:

The room size is too small It would become cramped for space Not all customers need all items The capital outlay for a business

would be considerable It reduces the chance of damage and

theft. Therefore it is vital that housekeeping are able to get a

requested item to a room in the shortest possible time.

Types of accommodation properties The items included in a room or upon request differ

depending on the type of accommodation provided.

Housekeeping requests by guests can be made across a rangeof accommodation properties for a wide variety of reasons.

A housekeeping department exists in any property thatoffers in-house accommodation.

Housekeeping departments operatewithin:

Hotels, motels and clubs Resorts, chalets and hostels Passenger ships and trains Serviced apartments.

Types of guest requestsThere may be many times during a shift whenthe room attendant will have to handleguest requests and the reasons can vary.Need for item sent to the room

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A guest may request services or products such as: Additional equipment in their room – because they have

needs during their stay that are not accommodated by thenormal in-room items

Valet or laundry service – common among long stay guests Additional bedding – where the existing bedding is

unsuitable, uncomfortable orinsufficient

Extra tea, coffee, sugar and milksachets – a common request where theguests spend a lot of time in theirroom

Extra crockery or cutlery – where theroom features a kitchen or kitchenettethis is also a common requestespecially where guests want toentertain in their rooms

Vases – for flowers that have been delivered to them Replacement items such as hair dryers, toasters, irons and

electric jugs to replace items that are not working Extra bathroom guest supplies – another common request for

long-term guests: guests with long hair often ask forextra shampoo and conditioner

Additional items in compendium –such as letterhead paper, envelopes,postcards, pens, note paper

Additional towels – to accommodateextra showers or baths taken by theguests: where the property has aswimming pool this is a commonrequest Extra hangers for clothes,extra pillows, extra blankets

A power conversion board – to adapttheir electrical equipment to the power supply of the

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venue: common where the property caters to someinternational guests Ice and ice buckets.

Servicing of room Rectification cleaning - guests may request an improvement

in the servicing of room. They require housekeeping staffto provide remedial service to the room when the originalroom service is deemed by the guest to be sub-standard

Clean-up after an in-room party or entertainment A special room service where they have spilled something

on the floor.

Repairs Repair or removal of broken

equipment – such as controls for theTV, DVD player, air conditioner,broken bedside lights, free-standinglamps

Instructions to enable them to workequipment – such as the TV, in-roomsafe, lights (especially where roomcards are needed to activate thepower to a room), heating andcooling controls.

Lost and foundGuests may also contact housekeeping when making a Lost andFound enquiry. They may have found an item in a room they havejust been roomed in or they may contacthousekeeping after they have departed toenquire about something they have lost.

Housekeeping is often the departmentthat operates the Lost and Foundfacility for a venue because most Lostand Found items come from guest rooms.

Handling complaints

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Ensuring guest comfort may relate not just to issues that canbe handled quickly by housekeeping (such as rectificationcleaning, a replacement jug for one that’s not working or extratea and coffee supplies) but also handle or direct guestrequests relating to:

Noisy people in the room next doors Poor views from the balcony Noisy pigeons outside the room which stop guests getting

to sleep Noisy elevators near the room Lack of facilities in the room Quality of facilities that is below guest expectations Advertising that has created expectations that are not

being met.In most cases housekeeping may not be able to rectify thesecomplaints personally, but they should ensure the appropriateperson is contacted in a timely manner.

Handling guest requests promptlyGiven that housekeeping staff are usually very busy trying toachieve the tasks set for them by the Executive Housekeeper ona daily basis (which are essentially the servicing of departingand staying guest rooms), they must still ensure they handleany requests from in-room guests in addition to their allocatedworkload and do so in a polite and friendly manner, inaccordance with all relevant house policies and procedures.

If the room attendant cannot assist the guest immediately,they should at least acknowledge the guest’s request andadvise them when assistance willbecome available.

There may also be times when aguest makes a request and theroom attendant cannot provide animmediate answer as to whether ornot the request can be fulfilled.

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In such instances, the room attendant should seek outaccurate information to satisfy the guest’s requests, orpass on the request to the appropriate department (or theFloor Housekeeper) for action and follow up.

The guest should always be told of how their request is tobe dealt with and kept informed about the progress of therequest.

The basis for providing excellent levels of customerservice in housekeeping

In order to ensure the comfort and wellbeing of guests,housekeeping must develop a good relationship with guests.

This can be achieved by: Good personal presentation – as

determined by house requirementsthat apply to uniforms and personalhygiene

Greeting guests by name when known Providing excellent service at all

times Not giving the guests the

impression that serving their needsis a chore/imposition

Not rushing service delivery as andwhen it is required

Enquiring “Is there anything else Ican do for you?”

Finishing service delivery with appositive statement:“It’s been a pleasure”

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Providing information to guests (about the property, thelocal area, tourist attractions, transport, local customs,currency etc) – and not just providing service in terms ofspecific housekeeping duties

Assisting guests in public areas (such as the corridors oftheir floors or in lifts) or in-room when they see themstruggling with their luggage. The assistance may simplyinvolve offering to call a porter to assist

Smiling Handling complaints in a professional manner Providing a safe and secure environment for the guests

while they are staying in the establishment Respecting the guest’s need for confidentiality and

privacy Having excellent product knowledge about the appliances,

items, features in guest rooms. For room attendant to provide

excellent service, they must knowthe importance of making guestsfeel safe, secure and welcomewhile they are away from home.

Handling guest complaintsUnfortunately, even with the best ofintentions, things can sometimes gowrong and result in a guest complaint.As identified before, some requestsare in fact complaints.

The following are guidelines to assist in dealing with acustomer complaint:

Remain pleasant at all times, but do not smile when theguest is complaining

Listen without interruption Know the correct procedure and the establishment policy on

dealing with customer complaints

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Ask the guest how they would like you to resolve theproblem

Focus on the issue and don’t take the complaint personal Apologise to the guest for any inconvenience Advise your supervisor and get their feedback as to how

they feel you handled the situation.

Use guest name where possibleWhen dealing with a guest’s request, the room attendant shouldacknowledge the guest by addressing them by their name, ifappropriate and possible.

It is said that a person likes nothing better than to hear thesound of their own name.

Using the guest’s name is an excellent way of personalising theservice and showing that the individual guest is valued.

Make sure however that you follow any house policies that mightapply to the use of guest’s names.

These usually reflect generally applicable standardsof courtesy, such as:

Avoid using first names – only use last names Never use nicknames Get the pronunciation right – if you are not sure you can

do this, use ‘Sir’ or ‘Madam’ If you don’t know the guest’s name or have forgotten it

address the guest by ‘Sir’ or ‘Madam’. How will I know the guest’s name to

begin with?

Most requests from guests for itemsfor their room come about from:

A phone call to housekeeping from theguest

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A face-to-face conversation with the guest as they arewalking down the corridor and see you cleaning rooms.

In either situation they usually begin the conversation byidentifying themselves and the room they are staying in – “Hi,I’m Greg Jones from 377. I was wondering if you could …”

This provides the perfect opportunity to find out the guest’sname but you have to be alert to the possibility it is going tohappen and be ready to listen for it and remember it.

If you forget the guest’s name it is easy enough to find out aname from the internal rooming system using the room number asthe basis for the search: where there is more than one personin the room (for example, a twin room may have 2 males or 2females) and you are not sure who is who, use ‘Sir’ or ‘Madam’.

2. Accept Housekeeping Requests fromStaff

IntroductionHousekeeping not only services the needs of the guest. As thedepartment responsible for the cleanliness of a property, it isoften called upon to handle requests made by other departments.

Therefore all departments will have requests of housekeeping.Similar to dealing with requests from guests, these requestsmust be handled in a professional and timely manner.

Types of staff requestsThe types of requests may be varied depending on each specificsituation, however there are somecommon staff requests including:

Cleaning

Cleaning duties - of items such asfurniture, carpets, equipment,windows, floors and bench surfaces

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Cleaning of in-house facilities – including public areas,change rooms and offices

Emergency cleaning – unexpected cleaning requests Cleaning and servicing of staff changing rooms.

Staff Uniforms

Order and supply of staff uniformsProviding laundry service – many

properties operate their own on-premise laundry whilst other venueswill use the services of an outsidecommercial laundry. Most staffuniforms will be cleaned through thehousekeeping department. Provision of Supplies

Cleaning products, rags & equipment Chemicals Clean linen for F&B departments Towels for gymnasiums. Security

Check rooms and floors for safetyconcerns

Ensure guest room and emergencydoors are shut

Close storerooms Participate in emergency and

evacuation procedures. Other tasks

Move room service trays from rooms or corridor toappropriate store area

Check mini bars for departing guests Check actual status of a room – whether a guest has

actually left the room or if it is occupied.

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As mentioned, when handling requests made by staff, they mustbe handled in a timely manner. These requests are made to helpprovide a better experience for guests and must be treatedseriously. All staff members are part of a team, each with arole to play. Housekeeping has many requests for otherdepartments and would also expect their requests to be handledin an efficient manner.

3.Record Housekeeping Requests according t0Enterprise Requirements

IntroductionAny contact that housekeeping has with aguest has the potential for a request tobe made by the guest.

The reality is that guests rarely speakwith housekeeping staff unless they have aneed to do so, so be aware of this and beready to respond appropriately.

Confirm and note details of therequest

Confirming what is needed

The key to this is repeating back to the guest what it is theyhave told you they want, using your establishment knowledge toclarify any areas that are not clear.

For example, if a guest phones and says they want more towels,you need to determine what size towels they want. If the guesttells you they have spilled something in their room and want itcleaned up, you should ask the nature of the spill (what wasspilled, what it was spilled on, and how big the spill is) soyou can prepare for what is needed.

Sometimes the guest will ask questions about what is availableto suit their need, so you need to respond accurately andhonestly to these questions. It is important that honesty is

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used so that you avoid creating false expectations in the mindof the guests.

Noting details of what is needed

The key to this is to not rely on your memory but rather towrite down the relevant details.

This advice applies whether the request comes in person or overthe phone. There should always be notepaper and a pen near the phone in thehousekeeping department and a roomattendant should always have a notebookand pen as standard items when they areworking.

When a guest makes a request simplywrite down:

Guest name Room number Specifics of the request – type of item or service

required, number involved (where appropriate – ‘6 wineglasses’)

Time for delivery to the room that was agreed to.It is always wise to confirm the details to save time, effortand guest frustration if the wrong item or service isdelivered. There may often be communication difficulties causedby different languages, lack of local knowledge, tiredness andunfamiliarity with the property.

4.Advise on time for provision/delivery ofidentified service or items to guest room.

IntroductionAfter a request has been received, recorded and confirmed, youshould provide the guest with an estimated timeframe as to whenthe request will be met.

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Keys to agreeing on a timelineThe timeframe for meeting any guest request must be reasonableand achievable.

It is best if the guest agrees that the time given by you isagreed to by them, but sometimes they place unrealistictimelines that simply can’t be met. Obtain agreement wherepossible and where you can’t, do your best and be as quick asyou can.

Remember you will probably have othertasks to do and other guest needs toprovide so the Golden Rule is ‘Under-promise and over-deliver’.

For example, if you tell the guest theitem or service they have requested willbe there in 5 minutes and it actuallytakes 10 minutes they will bedisappointed and annoyed. If you promisethe item in 10 minutes and have it therein 5 minutes, they will tend to beimpressed with your fast response.

Never allow yourself to be forced or intimidated into atimeline that you know can’t be met. It is far better topolitely explain this timeframe cannot be met, explaining thereasons why, where applicable, and re-assuring the guest youwill act as quickly as possible.

Sometimes you don’t need agreementIn many cases where a guest makes a request for additional roomservicing requirements, they are happy to be informed“Certainly, Mr Adams. That’s half-a-dozen extra teas, coffees,sugars and milk for Room 583. I’ll be there in 5 minutes withthose for you. Is there anything else I can do for you?”

By supplying this timeframe, the room attendant is showing thatthe request has been taken seriously, and is giving the guestan expectation about the service to be provided. The 5 minutetimeframe may also take into account other things the room

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attendant has to do both to finish their allocated work andmeet the unexpected guest request.

However, should this timeframe change for any reason, the roomattendant must inform the guest of the progress being made withtheir request and supply the guest with a new revisedtimeframe, and the reason for the change in time. By doingthis, the guest will then be able to adjust their expectations:they may not like the revised timeframe but at least they areaware of it (and can plan accordingly) and know that somethingis being done to satisfy them.

This will help ensure greater customer satisfaction.

If you personally are unable to action a request for guestservice that you agreed to, make an attempt to see if someoneelse can assist. This may mean asking another room attendant, aporter or a room service person.

Time delays Despite your best efforts there will probably be times when abreakdown arises in relation to services provided by thehousekeeping department.

In all instances the guest should receive an apology for thislapse in service and appropriate remedial action should betaken immediately, where appropriate, to try to retrieve thesituation to the best extent possible.

Examples of breakdown in providing housekeepingservices to roomsThis breakdown in service provision mayresult from:

Sub-standard servicing of the guestroom when the room was prepared –someone may have missed cleaning anitem, an area or item may not havebeen properly cleaned, guest suppliesmay not have been re-stocked

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A previous promise to deliver a service may not have beenfulfilled – a guest who was promised a replacement hairdryer may not have been supplied with one. The task couldhave been forgotten or a message for another staff membermay have been misplaced

A room displaying a ‘Do Not Disturb’ sign and the roomattendant responsible for that room not notifying theFloor Housekeeper that, at the end of the shift the signwas still in place and the room hadnot been serviced

A promise to deliver something to aroom by a certain time may not be ableto be met – perhaps the item requiredis out-of-stock or there areinsufficient staff to meet thepromised timeline

An item that was promised to a guestturns out to be unavailable and can’tbe supplied as promised.

In essence, anything that:

Fails to deliver the service that either we promised Fails to deliver the service the guest expected Fails to meet house service delivery standards. can be said to be a breakdown in service delivery and

should be apologised for.

Keys to making apologiesWhere there has been a delay you must apologise for this. Youmust be sincere in your apology but also brief. You must makesure you apologise not only for the lack of service or itemthat wasn’t delivered but you must include an apology for anyinconvenience that has been caused.

The apology should never:

Blame anyone else Discredit the establishment

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Commit the establishment to making some form of recompenseor compensation.

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Task Sheet 2.1-1

Title:

WORK PROJECT

Performance Objectives:

It is a requirement of this Unit you complete Work Projectsas advised by your Trainer. You must submit documentation,suitable evidence or other relevant proof of completion ofthe project to your Trainer by the agreed date.Supplies:

Suitable evidence or other relevant proof of completion.

Equipment:

NONE

Steps/Procedure:

1. Research and Identify 2. Guests request3. How to provide

Assessment Mthod:

Use the Performance Criteria Checklist

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Performance Criteria Checklist for

Task Sheet 2.1-1

Criteria

YES

NO

1. To fulfil the requirements of this Work Project you are asked to research and identify:

What types of housekeeping requests guests make

How we can provide for these requests.


What types of housekeeping requests staffmake

How we can provide for these requests.

3. To fulfil the requirements of this Work Project you are asked to research and

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identify:

How to record housekeeping requests.


The importance of timely delivery of items to guests

Possible causes of a delayed delivery The process of informing guests if there

is a delay.

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Self Check 2.1-1

Multiple Choice:1. They needs during their stay that are not accommodated by

the normal in-room items.a. Additional equipment in their roomb. Additional beddingsc. Extra bathroom guest suppliesd. Valet or laundry service

2. A common request where the guests spend a lot of time in their room.

a. Additional equipment in their roomb. Additional beddingsc. Extra bathroom guest suppliesd. Vases

3. A guests may also contact housekeeping when making a _________ enquiry.

a. Lost and foundb. Reparis c. Servicing of room d. Conversion board

4. As determined by house requirements that apply to uniformsand personal hygiene.

a. Handling complaintsb. Good personal presentationc. Guests requestd. Standards courtesy

5. Unexpected cleaning requesta. Cleaning duties

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b. Cleaning and servicingc. Shine upd. Emergency cleaning

Answer Key 2.1-1

MULTIPLE CHOICES:

1.A2.D3.A4.B5.D

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Learning Outcome # 2 Access rooms forservicing

CONTENTS:1. Housekeeping and Front Office forms2. Codes and regulations3. Handle queries through telephone, fax machine, internet and e-mail4. Interpersonal skills: Communication and listening skills5. Upselling and selling techniques

ASSESSMENT CRITERIA:1. Requests are handles in a polite and friendly manner in accordance

with the establishment’s customer service standards and security procedures.

2. Guest is acknowledged by use of name whenever possible3. Details of requests made are confirmed and noted in accordance with

industry procedures4. Appropriate apologies are made when requests has arisen from

breakdown in room service5. Timeliness fro meting requests are agreed upon with guests6. Requested items are promptly located and delivered within agreed

timeframes.7. Items for pick-up are collected within agreed timeframes

CONDITIONS:Student/ trainee must be provided with the following:

Tools Equipment Materials/ Suppliesbrooms Telephone Pen and papersqueegees Computer Housekeeping/ FO formsdust pans guest room (complete and

operational laboratory)operating manuals

rugs for various purposes

refrigerator room supplies and amenities

toilet bowl brush electric fan brochures and ratestoilet pump air conditioning unit cleaning chemicalsgloves shelves first aid kitmop squeezer alarm clockstep ladder television and video

playerbuckets vacuum cleanerssorting baskets carpet sweeper

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brushes baby’s cribroll-away beds/ cotscaddy/ trolley

METHODOLOGY: Modular (self-paced) Electronic learning Industry Immersion Film viewing Demonstration Discussion

ASSESSMENT CRITERIA Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination



ACCESS ROOMS FOR SERVICINGLearning Activities Special Instructions

Read: Information Sheet 1.2-

1SERVICE HOUSEKEEPING REQUEST

1. Liaise with other staff to obtain and

or deliver identified service or

items

2. Locate and deliver required items to

guest room

3. Set up equipment in guest rooms

4. Items from guest rooms a required

Perform: Task Sheet 1.2-1

Answer: Self Check 1.2-1

This Learning Outcome deals withthe development of theInstitutional Competency EvaluationTool which trainers use inevaluating their trainees afterfinishing a competency of thequalification.

Go through the learning activitiesoutlined for you on the left columnto gain the necessary informationor knowledge before doing the tasksto practice on performing therequirements of the evaluationtool.

The output of this LO is a completeInstitutional Competency Evaluation

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Package for one Competency ofHousekeeping NCII. Your outputshall serve as one of yourportfolio for your InstitutionalCompetency Evaluation for Clean andprepare rooms for incoming guests.




After doing all the activities forthis LO2: access rooms forservicing:, you are ready toproceed to the next LO3: Make upbeds.


SERVICE HOUSEKEEPING REQUEST

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1. Liaise with other staff to obtain and or deliver identified service or items

IntroductionAs identified in the past section, guests or staff may haverequests which must be addressed. In some cases these tasks canbe performed by yourself or within the housekeeping department.

In many cases, in order to respond to a guest request itrequires the involvement of other people or departments.

A guest is not concerned who handles their request. Theirconcern is that it is simply handled in a satisfactory andtimely manner.

The need for teamworkOn some occasions, there will be aneed for teamwork and the personreceiving the request forhousekeeping services may need toobtain assistance from anotherstaff member to comply with therequest.

For example, a large spill in aroom may be better dealt with by 2 people rather than just one.A large piece of equipment or furniture that needs moving willrequire a ‘team lift’ approach.

Where you feel that you are unable to fulfil the request onyour own, you should always be prepared to ask others for theirhelp. You should also be prepared to help others when they askfor your assistance.

Safety and securityWhere you receive a request from a guest for extra serviceprovision and the guest appears annoyed, upset, affected bydrugs or alcohol then you should always obtain help fromanother staff member.38





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Certainly it is important to let someone know the room you aregoing to.

When you are servicing a room, others can tell where you are bythe location of your trolley and looking at your room chart,but when you respond to a call to take an item to a room it isimpossible for others to know where you are should you needhelp.

All it takes is a quick call to another staff member “Hi it’sJohn here on the 7th floor: just taking some extra guestsupplies to Room 1010. Should be back on station in 5 minutes.”

ResponsibilityRegardless if the request has beenforwarded to another person forcompletion it is important that youensure that the request is actioned.

Keep track of what is happening andwhere required keep the guest informedof what is happening and expected timefor completion.

Once the request has been fulfilled, it is a good idea to checkwith the guest to ensure they are satisfied with the outcome.

2. Locate and deliver required items to guest room

IntroductionIn most cases, it will be the responsibility of housekeeping tocarry out any guest requests that they receive.

This is generally fairly easy to do because moist requestsrelate to items that the room attendant has ready access to –guest supplies are on the housekeeping trolley and most otherthings requested are either in a Floor Housekeeping storeroomor can be ‘borrowed’ from a vacant room.

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In other cases, however, some requests may involve a bit moretime and effort.

“It’s not my job!”No staff member should ever use thephrase ‘It’s not my job” whenresponding to a request from a guest.

In a service industry, it is alwaysyour job to assist guests.

If the request is outside your normalwork responsibility, you should:

Record and confirm the request Pass the details on to the relevant person for them to action.Never, ever tell a guest “You’ll have to ring the Maintenance

department – we don’t handle replacing light globes” or“Sorry, Room Service do that – perhaps if you ring 22someone there can help you”.

Action is the key to responding to a requestOnce a request is received, you mustpromptly seek out the item or equipmentnecessary to complete the requestwithin the agreed timeframe.

The key to any request from a guest isto take action on their request.

To do this, you will most likely just go to your trolley (or tothe nearest housekeeping storeroom), grab what is needed andtake it to the guest room.

Passing on requests

In other cases , where the request fallsoutside you ability to fulfil it, the

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appropriate person must be notified and the request passed onimportant points when doing this are:

Pass on all the relevant details including the name and roomnumber of the guest is vital. This information allows theperson to get back in contact with the guest to clarifythings or amend the promised delivery time

Make sure the person you give the message to understands it.Get them to repeat it back to confirm it. Make specialmention of any important bits including the need forurgency.

Stress any agreed time that have been given. If you promisedthe item in 10 minutes, you must let the other person knowwhen that 10 minutes is up.

Requests for informationIt is sometimes more time consuming toprovide certain things to guests.Requests for information are amongstthese.

Requests for information can cover:

Information on the products andservices offered by theestablishment – even though guestshave an in-room compendium they canstill want more detail than what isthere and there is always thepossibility that this information isout-of-date.

Use your product knowledge about theproperty to answer these questions, and where you don’tknow the answer, apologise, tell them you will find outthe answer and get back to them, then do so.

Availability of services, hours, location of meals,services and equipment – you might be able to inform aguest that there is an ice machine at the end of thecorridor but perhaps you don’t know when the spa opens orwhat the treatments are how much they cost.

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How various types of equipment works– you are expected to know how tooperate all the in-room facilities(this should be one of the firstthings you are trained in as part ofyour on-the-job training) but guestsmay ask you about other items ofequipment throughout the propertythat you know nothing about. This isto be expected if your are the firstperson they see as they walk back totheir from not being able to operatea piece of gym equipment, not beingable to get the vending machine to work.

Requests for information about local services,attractions, transport, shopping, entertainment, bars,places to eat. While is probably more a reception orconcierge role, once again, guests can ask you because‘you are there’.

In these situations:Never say “I don’t know” and leave it at thatNever tell them it’s not your job to provide that sort of

informationNever tell them to look it up in their in-room information

compendium.Never give them the impression that asking for the information is animposition or a stupid thing for them to do.

3. Set up equipment in guest rooms

IntroductionFrom time to time the housekeeping department may be asked to helpset up items requested by guests.

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These requests need to be accommodated as quickly as possiblebecause when such requests are made, guests are usually waiting touse the items.

What items might be involved?The items that may need setting up could include:

Table and chairs – for meetings orto assist with the provision ofroom service meals

Internet connectionTelevision DVD playerData projectorPortable bedPortable cot. In-room meetings

Guest rooms are sometimes hired by companies for businesspurposes to hold a small meeting make presentations or displaygoods and in such instances it may be your responsibility tomove furniture around, set up tables and chairs before themeeting commences.

Directions will be given by the person hiring the room aboutwhat they want, where they want it set and the time by which itneeds to be ready.

Elderly people

Elderly people can often have problems with technologically-based items in their rooms.

They may be perfectly well able to operate their TV or DVD athome but the one in their room may be different and they maynot be able to make it work.

Don’t make them feel stupid for asking,take time to make sure they haveunderstood what you have told them and43





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check to see they are able to operate it properly on their ownbefore you leave. A call to the room 15minutes later to checkeverything is fine would also be appreciated and shows evidenceof excellent service.

Elderly people may also seek your regular assistance in:

Moving heavy items – which can include their personal luggageGetting items down from high placesObtaining things from low placesObtaining a wheelchair to access other facilities in the venue.Portable beds and cots

Setting up portable beds and cots is atask that many in housekeeping hate!

They are often cumbersome to move, anddifficult to set up. Lots of injurieshave resulted from moving and settingup these items.

Where possible, it is advisable to place them into rooms andget them set up prior to the guests arriving – so no-one canhear or see what goes on!

Tips that may assist include:

Be careful – they bite: watch your fingersPractice before having to do it front of a guest – it’s

embarrassing to have problems with people looking on Follow the instructionsDon’t rushHave an experienced person with you when you do your first one.

You never know when you’ll need help even though you’ve doneloads of practice.

It should be a standard house rule that guests are neverallowed to set up a portable bed or cot. Not only is allowing

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them to do this very bad service but there is a great risk theymay injure themselves.

Know the house rulesIt is important for you to be well-versed on the different types ofequipment that need to be set upand the steps to take to actuallyset up the equipment in a safe,secure and fully-operationalmanner.

You must also adhere to all healthand safety regulations when moving items about, especiallyheavy items.

You must also follow any establishment policies on setting upequipment.

Where appropriate, agree on suitable time to collect equipment

There may be times when the guest will only require anadditional piece of equipment for a certain time span – ashort-term loan.

When this item is placed in the room, it may be a good idea foryou to reach an agreement with the guest about the collectiontime for that item.

The main reasons to identify a time for collection for theseitems are:

To allow the guest to be able to plan their stay with us –it saves them wondering what is going to happen inrelation to the item: they know what’s going to and happenand can plan accordingly

To prevent the situation where the guest may place theitem in the corridor outside their door – minimising thechance of damage to the item, or theft

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To give the guest space in their room – unwanted itemstake up space that the guest may want to use for somethingelse

To allow the asset to be put back into inventory andavailable for use by another guest if the need arises.

In relation to agreeing on a time for collection of theseshort-term (or other) loan items:

The arrangement to pick up should bemade as a suggestion rather than arequirement – the central idea is toprovide service not to setlimitations or ‘tell the guest whatto do’

Guests should be encouraged tocontact housekeeping and arrange foran extension of the pick-up timewhere they want the item for alonger period

Where housekeeping staff will be offduty when the pick-up time arrives, arrangements need tomade with another department to collect the item. It isnot acceptable for the guest to have to ‘put up with’ anitem in their room that they don’t want there simplybecause we can’t pick it up. Room service staff, porters,or staff from any department could be asked to assist.

Log booksSome establishments will have a log book to record informationabout when and where extra items were delivered and when theyneed to be collected.

When an item is recovered from a guest room and returned to thestore (or the vacant room from where it was borrowed), this logis signed to demonstrate that return.

The log book assists in tracking assets and making sure allrooms have their necessary items. 46





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4. Items from guest rooms as required

IntroductionWhilst the majority of requests involve items to be taken tothe room, there are times when requests involve items beingtaken from the room.

These items may be:

Types of items for collectionTo service a guest request effectively, you may need to pick upitems from the guest room such as:

Room features including furniture, appliances or amenitiesnot being used

Housekeeping items and equipment that have been left behind

Towels, face washers and bath mats that are now dirty and need replacing

Toilet paper, tissues and otherbathroom and guest supplies thathave run out

A replacement item – to take theplace of something that isn’tworking

Items that are no longer neededbut which have been speciallyrequested previously.

Guest items requiring further action such as dry cleaning,storage or repair.

Keys in collecting itemsIt is vital to understand that if youhave made a promise to pick something up

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at an appointed time, the guest is expecting you to arrive atthat time.

They have probable changed their plans, re-arranged things toaccommodate this, and are waiting: and every minute they waitpast the scheduled time seems like an hour and their level offrustration etc rises and rises. They can’t get on with whatthey want to get on with until you arrive!

So make sure you are there when you said you’d be.

If you are going to be late:

Get someone else to collect it – and make sure they do iton time

Contact the room, apologies and arranged a revised time. Never just be late and fail to

notify the guest. If the item you are picking up is

heavy or awkward, take someone elsealong or a trolley.

When you arrive to collect the item:

Knock on the door and announce“Housekeeping”

Greet the guest by name

Apologise, if applicable

Tell them why you are there – “I’ve come to pick up the …

Ask for permission to enter the room

Thank the guest for their permission to do so

Keep your eyes and ears to yourself

Pick up the item and walk to the door

Apologise again, if appropriate

Make arrangements for a replacement item, where appropriate and a time for its delivery

Thank the guest again48





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Depart the room.

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Task Sheet 2.2-1

Title:

WORK PROJECT

Performance Objectives:

It is a requirement of this Unit you complete Work Projectsas advised by your Trainer. You must submit documentation,suitable evidence or other relevant proof of completion ofthe project to your Trainer by the agreed date.Supplies:

Suitable evidence or other relevant proof of completion.

Equipment:

NONE

Steps/Procedure:

1. Research and Identify 2. Guests request3. How to provide

Assessment Mthod:

Use the Performance Criteria Checklist

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Performance Criteria Checklist for

Task Sheet 2.2-1

Criteria

YES

NO


When you would need to liaise with other staff to obtain or deliver services or items

What services or items they could provide.


What items are commonly delivered to rooms

Where these items are normally stored

3. To fulfil the requirements of this Work 51





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Project you are asked to research and identify:

What items are commonly set up in the rooms

Items required for a meeting What assistance can you provide to

elderly persons What equipment and other items are

required when setting up a cot.


What items are commonly removed from rooms

Where these items are taken.

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Self Check 2.2-1

TRUE or FALSE

1.Staff members should ever use the phrase its not my job.

2.Never, ever to tell a guest or sorry, room service do that – perhaps if you ring 22 someone there can help you.

3. Grab what is needed and take it to the guest room.

4.Use your product knowledge about the property to answer.

5.Might be able to inform the guest always.

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Answer Key 2.2-1

TRUE or FALSE

1.F2.T3.T4.T5.T

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Learning Outcome # 3 Make up Beds

CONTENTS:1. Housekeeping and Front Office forms2. Codes and regulations3. Handle queries through telephone, fax machine, internet and e-

mail4. Interpersonal skills: Communication and listening skills5. Upselling and selling techniques

ASSESSMENT CRITERIA:1. Requests are handles in a polite and friendly manner in

accordance with the establishment’s customer service standards and security procedures.

2. Guest is acknowledged by use of name whenever possible3. Details of requests made are confirmed and noted in accordance

with industry procedures4. Appropriate apologies are made when requests has arisen from

breakdown in room service5. Timeliness fro meting requests are agreed upon with guests

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6. Requested items are promptly located and delivered within agreed timeframes.

7. Items for pick-up are collected within agreed timeframes

CONDITIONS:


Tools Equipment Materials/ Suppliesbrooms Telephone Pen and papersqueegees Computer Housekeeping/ FO formsdust pans guest room (complete

and operational laboratory)

operating manuals



toilet bowl brush electric fan brochures and ratestoilet pump air conditioning unit cleaning chemicalsgloves shelves first aid kitmop squeezer alarm clockstep ladder television and video

playerbuckets vacuum cleanerssorting baskets carpet sweeperbrushes baby’s crib

roll-away beds/ cotscaddy/ trolley

METHODOLOGY:

Modular (self-paced) Electronic learning Industry Immersion

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Film viewing Demonstration Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

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MAKE UP BEDSLearning Activities Special Instructions



The output of this LO is a completeInstitutional Competency EvaluationPackage for one Competency ofHousekeeping NCII. Your outputshall serve as one of yourportfolio for your InstitutionalCompetency Evaluation for Clean andprepare rooms for incoming guests.


This Learning Outcome deals withthe development of theInstitutional Competency Evaluation

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Tool which trainers use inevaluating their trainees afterfinishing a competency of thequalification.


After doing all the activities forthis LO3: Make up Beds:, you areready to proceed to the next LO4:Clean ad Clear rooms.

Information Sheet 2.3-1

1. Strip and re-make bed with fresh bed linen

IntroductionOnce you have successfully entered the room, it is now time to startcleaning the room.

Usually one of the first tasks is to make the beds.

Beds will need to be stripped in all departingrooms and at nominated intervals for stayingguests.

Standard procedures for this process willapply in every establishment as this is one ofthe most common tasks that room attendants arerequired to perform.

Bed making tasks give rise to many injuries tostaff and some properties use two room attendants to service each

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room so that, amongst other things, bed-making tasks can be completed with less chance of injury.

When should the bed be stripped?House policy will dictate what applies and there is usually a connection between the service provided and the room rate being charged.

Options include:

Daily – in high-priced rooms, prestige establishments: full change

Every second or third day – full change

Change when the condition of the linen requires it – such as situations where linen is dirty or damaged.

Some properties will replace nothing if the guest is a short stay – which may be defined as three nights or less. In this case, a guest who is known to be checking out after three days may not have their bed linen changed even though standard practice is to change bed linen every two days.

Some properties use fitted bottom sheets but where they are not used, you may be required every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet and fit a fresh top sheet.

Stripping a bedThe room attendant should follow house procedures tostrip a bed. These can be individual to the propertydepending on whether one or two staff are being used,and what linen is involved.

The following is a representative guide of what isinvolved:

1. Remove bedspread or duvet. – inspect and air, or replace as required. All bedspreads etc are washed or dry-cleaned periodically

2. Remove blankets (where provided) - inspect and air, or replace as required. All blankets are washed or dry-cleaned periodically

3. Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to determine if they require attention or

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replacement

4. Remove sheets - place into soiled linen bag

5. Check mattress protector – spot clean as necessary or replace if required due to staining or damage

6. Inspect electric blanket – safety check and for signs of staining. Replace as per house protocols.

Items that have been stripped from the bed should not be placed on the floor. Check what applies in your establishment but options include placing them on chairs, tables, couches in the room.

Not only does it look bad for guests to see these items on the floorif they enter the room while you are cleaning it, or they walk past the door on the and look in) but it is also unhygienic.

Damaged or soiled bed itemsWhen damaged items are found they must be replaced, with the damageditem either forwarded to the appropriate department for repair or bynotifying the appropriate person so that they can pick it up.

If damage appears intentional contact your supervisor so that a decision can be made about charging the guest for the damage.

Where what appears to be deliberate soiling of items has occurred, the same procedure applies. A similar arrangement may also apply where ‘excess’ mess is left by guests.

There are many approaches taken by different establishments to the removal of stains in guest rooms.

Some properties will require you to remove the stained item replace it and forward it to the Laundry or some other nominated department for their attention

Some venues will ask you to identify what the stain is and follow their established guidelines for stain removal.

Other establishments will ask you to involve the Head Housekeeper and obtain their advice about what to do.

Types of stains

Common stains found on carpets, mattresses, bed linen and chairs andcouches made with fabric are:

Urine and faeces61





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Blood

Beverage – tea, soft drinks, alcohol of all types

Shoe polish

Food

Mud, dirt, grease and oil.

What action may be taken?

The first step is to develop the ability to identify the stain. Trial and error coupled with some coaching from experienced staff are the keys to this.

You cannot expect to effectively treat a stain unless you have correctly identified what has caused the stain.

In most cases a stain will require bed linen to be exchanged for fresh items. There are virtually no occasions when spot-cleaning of these items is appropriate for room attendants.

Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the trolley is selected and applied according to manufacturer’s instructions, which can commonly bevia a spray bottle applicator, or rubbed directlyonto the stain.

The stained area is then rubbed/brushed to removethe stain, rinsed and then dried.

Most establishments will have a chart to guide inthe removal of stains. These charts are specific tothe chemicals provided by the chemical supplier being used at the property, and will identify which cleaner is to be used for which stain on which fabric or surface, together with how to apply the cleaner, and other relevant tips and information.

Remember that the ‘correct’ action to take when dealing with stains will depend on interaction of:

The type of material where the stain has occurred

The cause of the stain

The chemicals available to remove the stain.

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This essentially means that providing generic advice on stain removal is not only impossible, but potentially misleading as it canprove dangerous, damaging and expensive.

You need to know to the best extent possible:

What the material or surface is that has been stained

What the stain is

What chemical options you have for treatment.

Remaking bed with fresh linen As with stripping of beds, individual properties have their own standards, procedures and requirements formaking beds.

Making beds is a common activity that needs tobe practiced and undertaken with great care asmany injuries have resulted from moving the bedin order to make it.

The importance of bed making

Making the bed ‘properly’ is an extremelyimportant part of servicing any room because the bed is often the focal point of the room and one of the first things in the room thatthe guest looks at.

The final appearance of the made bed must therefore make the right impression – neat, tidy, balanced, crisp, clean, attractive and inviting.

Special points in relation to final presentation of the bed can include:

The use of an overlay placed across the end of the bed to enhance eye appeal

Number of pillows provided – standard procedure may be to place only one pillow per person on the bed with additional pillows available in the wardrobe of the room for guests to help themselves to: in a stay room, if the guest has used two pillows per person then the bed should be re-made following their preference

Use of decorator pillows – to enhance presentation

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Placement of the pillows – the property may lie the pillows down, stand them up or arrange them in some unique way

Number of blankets used – most properties use one blanket on a bedwith extra blankets available in the wardrobe or on request

Placement of a complimentary item on the bed – this may be done aspart of the turn-down procedures but may also be a standing requirement when servicing the room.

Bed making stylesYour workplace may have its own bed making style but there are threestyles of bed making commonly used in the hospitality industry:

Standard style

This uses:

Mattress protector

Bottom sheet

Top sheet

Blanket

Bedspread

Pillows

Pillowcases.

American style

This features:

Mattress protector

Bottom sheet

Top sheet

Bedspread

Pillows

Pillowcases.

Norwegian style

This uses:

Mattress protector64





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Bottom sheet

Quilt

Quilt protector

Quilt cover

Pillows

Pillowcases.

Electric blankets are used in some hotels and where they are fitted,the electric blanket security straps must be checked to ensure the blanket is straight and in place.

Bed making stepsUse the following steps as a guideline for making a standard style bed where no house requirements apply:

1. Check electric blanket is straight and secured

2. Position mattress protector and secure strings

3. With seams down, position bottom sheet

4. Mitre bottom sheet – all four corners by: Tucking cover along foot and head of mattress Lifting corner flap – about 30cm from corner Tucking in remaining portion of cover Dropping flap and tucking in

5. Smooth out creases

6. With seams up, position top sheet – top edge even with mattress at bed head

7. Position blanket – seams up

8. Turn head of top sheet over blanket


10. Tuck in top sheet and blanket on sides

11. Mitre all corners, top sheet andblanket together

12. Smooth out creases65





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13. Position bedspread so it is straight and all corners are even

14. Fold back bedspread at bed head end

15. Place pillowcases on fluffed up pillows

16. Position pillows on the bed as required

17. Fold bedspread over pillow and neatly tuck in.

Points to remember

Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couchwhile you are making the bed – it must never be left on the floor

When you have finished making the bed, step back and inspect it tomake sure it is right:, then adjust as required

The way you make your bed at home is probably not going to be whatis required at work

The way you made beds at your last employer is probably not going to be the same as what is required with your current employer.

2. Re-make bed using existing bed linen

IntroductionSection 3.1 provided detailed instruction in how to make strip and make a bed. If a guest has departed the room, it is vital that freshbedding is used. But what if it is an ‘occupied’ room where the guest is staying for more than one day?

Depending on the type of organisation you are, and the level of service provided, it is becoming more common for bedding not to be changed on a daily basis. As environmental awareness increases, manyhotel managers and customers alike, do not feel the need for sheets to be changed on a daily basis. However this cannot always be assumed. Therefore many hotels have ‘Request Cards’ which allow the guest to decide if they require their bedding to be changed. These cards are commonly found in hotel rooms throughout the world.

Simply, guests place this card on the bed, which identifies that theguest would like their bed linen changed. If this card is not placedon the bed, the existing bed linen will be used.

This practice has a number of benefits:

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It is environmentally friendly – as lesswashing is required

It reduces expenses for a hotel.

Most guests do not expect their linen to bechanged every day, unless it requires it due tostains or damage. It is standard practice formost venues to change linen after 3 days.

So what do we do differently when making thebed for an occupied room as opposed to a departure room?

Remaking a bed using existing bed linenWhilst the instructions may reflect those previously given in Section 3.1, it is important that clear procedures are identified when making a bed for an occupied room.

1. Remove pillows and place them on a clean surface, checking for stains or need for replacement

2. Remove or pull back any blankets or duvets, again checking for stains or need for replacement

3. Straighten bottom sheet, again checking for stains or need for replacement. If a new sheet is required, change accordingly

4. Re-tuck in sheet


6. With seams up, position top sheet – top edge even with mattress at bed head

7. Position blanket – seams up

8. Turn head of top sheet over blanket


10. Tuck in top sheet and blanket on sides

11. Mitre all corners, top sheet and blanket together


13. Position bedspread so it is straight and all corners are even

14. Fold back bedspread at bed head end

15. Place pillowcases on fluffed up pillows67





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16. Position pillows on the bed as required

17. Fold bedspread over pillow and neatly tuck in.

Points to remember

Take special note of the preferences of the guest. Before making thebed check to identify preferences including:

If they have removed the blanket or duvet, you may wish to place this in the cupboard or folded back at the end of the bed

If they have more pillows, make the bed and position the pillows accordingly

If items such as books, magazines, glasses, clothes or other personal items were found on the bed, place them neatly back on the bed in a similar position.

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Task Sheet 2.3-1

It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

3.1 To fulfil the requirements of this Work Project you are asked to submit evidence of you making a bed with fresh bed linen:

Correctly stripping a bed

Selecting correct bed linen

Making a bed with fresh bed linen

3.2 To fulfil the requirements of this Work Project you are asked to submit evidence of you making a bed using existing bed linen:

Correctly stripping a bed

Checking for bed linen needing replacement due to spoiling or damage

Making a bed with existing bed linen

Placing guest personal items in an appropriate location

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Make up Beds

Strip and re-make bed with fresh bed linen When should the bed be stripped?

Stripping a bed

Damaged or soiled bed items

Remaking bed with fresh linen

Bed making styles

Bed making steps.

Remake bed using existing bed linen

Remaking a bed using existing bed linen.

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PROVIDE ADVICE TO GUESTS

1. Advice guests on services and items available through the housekeeping department

IntroductionMany guests will have direct requests and are clear as to whathousekeeping can provide.

For some guests however this may be the first time in a hoteland are unsure what is available for use in the room.

It is your role to provide assistance and information that maybe suitable to their needs. At times the guest may not directlytell you their need to be aware of signs that may indicatetheir requirements.

Items or services that may be requiredThe guest may require any of the following directly related tothe housekeeping department:

Additional equipment in their roomFold-away bed – usually stored in the housekeeping department,

this bed is portable and already made upAdditional beddingExtra blankets – where these are requested it is a good idea to

advise the guest that an extra blanket is provided in thewardrobe just in case they don’t knowthis

Extra pillows – as above71





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Extra towelsHand towelsFace washersBath towelsFloor matsImprovement in the servicing of roomRoom to be re-vacuumed Area to be re-cleanedBed to be remadeItems in compendium Extra stationery – determine what is needed and how manyBathroom suppliesExtra shampooExtra soapExtra shower capsItems for beverage makingExtra tea, coffee, sugar and milk sachets Extra crockery or cutleryRepair or removal of broken equipment Electrical water jug / kettleHair dryerToaster Iron and ironing boardLight bulb changedAir conditioning/heating system fixedInstructions on how to work equipmentInstructions on how to work entertainment

equipmentInstructions on how to work heating system

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Instructions on operating the in-room safe.

Advising on hotel services and itemsIt is quite common for guests to ask you questions whilst youare in the room handling a separate request. As you are face toface with the guest, they may use this opportunity to ask youquestions relating to the products and services provided in thehotel.

As the ‘face of the business’ it is your role to:

Provide information directly Arrange for someone more suitable to come in person to

provide information Follow up a request including dinner reservations Arrange copies of information sought including maps,

brochures, menus or contact information.For most guests, they are new to the hotel and as aprofessional staff member you should be equipped to provideguests with advice, information or suggestions to help maketheir stay more enjoyable.

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2. Advise guests on the use of items delivered to guest room, if required

IntroductionFrom time-to-time you will be required tohelp guests use items delivered to oralready in their room.

This may be because guests have had noexperience with this sort of item orbecause they have no experience with thetype or model of equipment in the room.

It should be remembered that in most situations the guest islikely to feel embarrassed at having to ask for help so thismust be taken into account when providing advice andassistance.

Keys to providing advice

The prime requirement is that you, yourself, can operate theequipment effectively.

It is imperative that you make sure that you find out how tooperate all the in-room items where you work and you have toknow all the features of very piece of equipment.

In addition to this operational knowledge, important aspects ofproviding advice are:

Explain the functions and operations of all aspects of the itemthat the guest wants to know about – including what all theswitches, knobs do. Note that it may notbe necessary to explain all aspects ofthe item. Just focus on what the guestswant to know about or be able to do

Make sure all health and safetyrequirements are covered – remember theproperty has a duty of care to all its guests

Use clear terminology, simple words – stay away from jargon

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Use some simple questions to test their understanding of whatyou have explained to them.

Instructional sheets in different languagesMany guests will not be familiar with equipment in the room as:

They are not the same as they use at homeThey may be more technologically advanced They may be connected to a in-room system – for example the

lighting system may be controlled by a master panelIt is in a different language.Regardless of why they may not be familiar with items, it isimportant they we are able to communicate instructions in amanner which they can understand.

A very good way of doing this is through instruction sheetswhich are in different languages or use symbols and pictures toexplain how they are used.

3. Demonstrate the use of items delivered to guest room, if required

IntroductionWhilst providing advice is very helpful in helping a guest touse and enjoy items in a rooms, quite often you will berequired to demonstrate how an item is used.

As mentioned in the previous section, quite often a guest maynot speak your language and the only way to get your messageacross is to demonstrate.

Whilst it is important that you demonstrate an item in a clearand concise manner, it is vital that the guest understands thedemonstration and is able to perform the task themselves.

Keys to providing a demonstrationWhen providing a demonstration:

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Demonstrate the operations and functions – so that guests cansee what you have been talking about

Show the guests where the in-room instructions are – point outthe instructions in the in-room compendium, or posted on thewalls of the room. If relevant operating instructions arenot available in-room, make an effort to getthem from somewhere else in the premises

Take your time – don’t rush the explanations. Beprepared to explain things twice. Be prepared toexplain things a different way, using differentwords or phrases if necessary

Give them an opportunity to try things out while you are there– to give them confidence and to allow you extra opportunityto assist

Encourage them to contact you again if they have furtherproblems.

As an effective and interested staff member it is wise toensure that the guest is competent in the operations of itemsthey want to use before you leave the room. However, you mayfind that guests may want to practice without you watching, asthey may be embarrassed. Use your judgement when determininghow much demonstration and instruction they require.

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4. Liaise with other staff and departments to provide supplementary advice where appropriate

IntroductionEach housekeeping staff member will be required to have a soundbasic understanding of the items in the guest room and how theyoperate. It is important to remember that their role, first andforemost, is to ensure the room is clean and tidy.

Items

There are many items that are either located in the room oravailable to be sent to the room. Some ofthese items may be:

Technologically advanced such as computers,data projectors and internet access

Mechanically advanced – such as televisions,fridges and air conditioners.

A staff member is not expected to understand the inner workingsor components of all items in the room and therefore will notalways be able to demonstrate or explain how touse it.

Services

Likewise, staff members will have a basicunderstanding of all the items and servicesprovided in the hotel but will not be able toprovide detailed descriptions.

In addition, many guests will require information on events oractivities in the local community which the staff member cannot fully describe in detail.

Access ‘experts’ to provide adviceWhen guests require information which is beyond your level ofknowledge or understanding it is important that the mostappropriate person is sought to provide further information andadvice.

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This must be done in a timely manner. It may involve gettingthe ‘expert’ to:

Come and explain or demonstrate to the guest personally or overthe phone

Providing explanation to the housekeeping staff member, whowill relay the information to the guest

Providing information in a written format including brochures,maps, user manuals or guides.

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Task Sheet 2.4-1

It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date..

3.1 To fulfil the requirements of this Work Project you are asked to research and identify:

Items available through housekeeping Services available through housekeeping The best methods to advise customers on information relating

to items and services.


Tips to advise guests on the use of items delivered to the guest room.


Tips to demonstrate to guests how to use items delivered to the guest room.


Examples where housekeeping staff members will not be able to provide sufficient advise or demonstrations to guests

Types of departments and ‘experts’ who can provide assistance to guests.

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Learning Outcome # 5 Clean and store trolleysand equipment

CONTENTS:1. Housekeeping and Front Office forms2. Codes and regulations3. Handle queries through telephone, fax machine, internet and

e-mail4. Interpersonal skills: Communication and listening skills5. Upselling and selling techniques

ASSESSMENT CRITERIA:1. Trolleys and equipment are cleaned after use in accordance with

safety and enterprise procedures2. All items are correctly stored in accordance with enterprise

procedures3. Supplies and items are checked and replenished or re-ordered in

accordance with enterprise procedures4. Additional housekeeping services is provided as requested in

accordance with enterprise procedures5. Turn over procedure for next shift is carried out in accordance

with enterprise procedures

CONDITIONS:


Tools Equipment Materials/ Suppliesbrooms Telephone Pen and papersqueegees Computer Housekeeping/ FO

formsdust pans guest room (complete

and operational laboratory)

operating manuals



toilet bowl brush electric fan brochures and ratestoilet pump air conditioning

unitcleaning chemicals

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gloves shelves first aid kitmop squeezer alarm clockstep ladder television and video

playerbuckets vacuum cleanerssorting baskets carpet sweeperbrushes baby’s crib

roll-away beds/ cotscaddy/ trolley

METHODOLOGY:

Modular (self-paced) Electronic learning Industry Immersion Film viewing Demonstration Discussion

ASSESSMENT METHOD:

Interview (oral/ questionnaire) Observation Demonstration of Practical Skills Written examination

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CLEAN AND STORE TROLLEYS AND EQUIPMENTLearning Activities Special Instructions

This Learning Outcome deals withthe development of theInstitutional Competency EvaluationTool which trainers use inevaluating their trainees afterfinishing a competency of the

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qualification.


The output of this LO is a completeInstitutional Competency EvaluationPackage for one Competency ofHousekeeping NCII. Your outputshall serve as one of yourportfolio for your InstitutionalCompetency Evaluation for Clean andprepare rooms for incoming guests.




After doing all the activities forthis LO5: Clean and store trolleysand equipment:, you are ready to

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proceed to the next Competency.

Information Sheet 2.5-1

1. Follow in-house requirements and policies in relation to room cleaning

IntroductionHousekeeping has an extensive list of requirements and policies relating to what tasks a room attendant should perform and how they should be performed.

The different sections in this manual will explain in detail the correct steps required in cleaning different aspects of a room, however a ‘correct order’ for cleaning must be determined.

Cleaning in the correct orderAll guest rooms that are allocated to you must be cleaned in the correct order.

The ‘correct order’ may be determined as a result of one or more of the following:

As directed by the Executive Housekeeper

As requested by guests

So that vacated rooms can be put back on the (Front Office) board for sale/occupancy as soon as possible.

Factors impacting on the ‘correct order’

In some cases, room attendants from different floors may be required to go to a nominated floor and combine their efforts to clean rooms on that floor where, for example, a group has just vacated the rooms on that floor and anothergroup is expected in to fill them.

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This will delay the cleaning of their allocated rooms on their floors.

In other cases, guests may be late checking out so the ‘going rooms’ may not be able to be cleaned when anticipated.

There will be guests who affect your intended order of cleaning rooms by displaying a ‘Do Not Disturb’ sign on their door.

This highlights that there is never any strict ‘correct order’ because of the fluid and unpredictable nature of the business and the guests who use the accommodation: there may be a preferred order but this rarely translates into what actually happens.

Minimising disruption to guests

When cleaning rooms you must always strive to keep the disruption caused to guests to an absolute minimum.

Cleaning duties can disrupt guests:

As a result of noise caused during the cleaning activities and when moving about ion the corridors

By providing a physical obstruction to them when they are moving about the corridors etc

Through unwanted interruption to their activities in the room when you knock to offer ‘Housekeeping’.

Ways to minimise disruption to guests

When you understand the causes of a problem you are better placed to solve the problem, so practical ways in which to minimise interruptions to guests are:

Always respect ‘Do Not Disturb’ signs

Keep noise when moving around the floor to aminimum

Converse quietly with other staff and guests

Avoid knocking equipment into things

Keep trolleys and equipment away from guest traffic areas

Always allow guests right of way in a corridor or lift.

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Remember too that guests do not always keep regular hours. Room guests may have flown in on a late flight and be sleeping in or they may have had a late night.

Other room guests may be using their room for business purposes and not want to be disturbed.

Preparing guest room prior to cleaning

When you have entered the guest room following the steps describedin later sections which will provide a guide as to what should take place in order to clean a room.

Remember, where the house procedures are different to the following guidelines, always adhere to your enterprise procedures.

Cleaning a Check-out roomIf the guest is still there after check-out time and in the process of leaving, use your discretion about whether to leave andcome back later, or whether to excuse yourself and begin cleaning.

In situations where Reception is expecting a quick turn-around of rooms due to full occupancy it may be acceptable to begin cleaninga check-out room while the guest is still there if they have passed the advertised check-out time and no late check-out has been arranged.

In a check-out room the following procedures are applicable:

Turn on all lights and check thebulbs – replace where necessary

Open all blinds and curtains

Open windows or doors to let in freshair – if applicable, and if weatherpermits

Turn off fridge for defrostingpurposes and leave door open – ifapplicable

Collect and remove dirty towels, dishes, bottles and rubbish - any broken glass should be wrapped safely in newspaper or similar

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Remove any room service trays and cover them with a napkin as exposed stale food is not a pleasant sight. These trays are usually placed in the corridor outside the room for collection by the porter or room service staff.

Preparing a room for cleaningAs soon as you have completed the above tasks the cleaning proper can begin. This procedure should be the same for every room.

Following a standard procedure and routine helps to avoid any areas being missed, and is more time effective.

The exact detail of how to complete each of these steps will be detailed through the manual.

Although the exact procedure may vary from establishment to establishment, there are eleven general steps to cleaning any guest room.

Where your premises vary from these, adhere to house policy:

1. Enter and prepare room

2. Strip and make bed

3. Clear and clean bathroom

4. Replenish all bathroom supplies

5. Dust and polish

6. Replenish guest supplies

7. Clean bins

8. Clean fridge

9. Vacuum

10. Deodorise

11. Do a final inspection.

Cleaning an occupied roomKey points to remember when cleaning an occupied room:

Never throw out any items like magazines and newspapers belonging to the guest, no matter how old they are

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Always replace items where they were found

If business papers are out on the desk or table and obviously being used, avoid cleaning or tidying that area, apart from emptying the waste paper bin

Respect the guest’s privacy and don’t be nosy

Take special care with all guest’s items

Hang guest’s clothing up appropriately

All cloths used in cleaning should be housekeeping issued – room towels and linen should never be used for cleaning but check your house practices relating to the use of bath towels for drying bathroom areas.

For detailed information how to perform different tasks by a room attendant when cleaning a room please refer to the appropriate section in this manual.

2. Clean fixture and fittings

IntroductionAll rooms will have furniture, fixtures and fittings to some extent.

These relate to all the items in the room that may be used by a guest during their stay.

Furniture commonly refers to items in the room that are movable including beds, couches, desks,television, clock radios etc.

Fixtures refer to items that are attachedthat are used by the guest including airconditioning and light switches.

Fittings refer to taps, pipes andelectrical aspects of the room.

This section will explain some methods used to clean fixtures and fittings.

Dusting and polishingThe main purpose of dusting is to collect small particles of dust.89





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The main purpose of polishing is to clean the item and leave a shiny, reflecting finish.

Dusting may be done with a duster or a damp lint-free cloth.

It is important to use common sense when choosing which piece of equipment to dust with. Don’t use a damp cloth if the moisture could ruin the object being cleaned and remember to change the cloth when soiled.

Your on-the-job training, which will probably include being teamedup with an experienced room attendant for a period of time, will provide the workplace guidance you need inthis regard.

When polishing an item, make sure to:

Spray the cleaning agent onto the cloth -not onto the surface to be cleaned

Buff the surface after cleaning to removeany streaks.

When dusting and polishing a room, it is best to start in one spotand work around the room, say, in a clockwise direction. This routine should be followed in every room. Some small items may need to be picked up in order to dust or polish underneath.

The following areas will need either dusting or polishing. Some will need cleaning on a daily basis, while others may only need tobe cleaned weekly.

Remember that check-out rooms will need more intensive cleaning than occupied rooms, however all rooms must be cleaned to establishment standards, including the following:

Air conditioning vents

Doors – including top ledge and handles

Picture frames – facing glass as well as frame

Mirrors – frame and mirror

Skirting boards

Dressing table and drawers

Side tables and ledges

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Wardrobe and internal shelving

Windows – glass and frames

Window sills

Walls – check for cobwebs and marks

Lamps – base, shade and cord

Telephone – main unit and hand receiver

Seat furniture – don’t forget to remove cushions and check sides, legs, back and underneath

All furniture – top, sides, legs, and underneath each item; don’t forget to clean inside the drawers

Outside/balcony areas – furniture, ash trays.

Cleaning binsYou should always wear protective gloves when cleaning the bin and should be extra careful when handling the bin as many hazardous items may have been thrown out by the guest – such as broken glass, razor blades and syringes.

Always be vigilant for items that could cause any health or safety risk.

Broken glassware or bottles should be wrapped up in newspaper and disposed of separately and safely.

Waste bins should be properly cleaned by:

Tying the bin liner around the rubbish or emptying the bin directly into your waste bag on the trolley

Spraying bin with appropriate multi-purpose cleaner, inside andout

Cleaning with the appropriate cloth

Fitting a new bin liner in the manner approved by the establishment.

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3. Vacuum floors and other areas

IntroductionAll carpeted areas should be vacuumed and manynon-carpeted areas including wooden floors,tiled bathroom area, linoleum floors inkitchenette may also require vacuuming.

It is essential that all surfaces are clean andfree from dirt, dust and other items.

VacuumingAny stains on carpeted areas should be removed using the appropriate stain removal method for your property that relates specifically to the type of carpet, the active ingredients of the chemical and the type of stain. Where this does not remove the stain, a maintenance report may need to be completed or the supervisor notified.

Try to vacuum the room starting at the furthest corner from the door and work back toward the exit.

Ensure you vacuum around and under all furniture, and under the bed.

Particular attention should be given to thecorners of the room, including the skirtingboards.

To avoid injury when vacuuming, bend your knees when cleaning under items.

Try to avoid ‘bending over’ the machine. Keep it behind you where possible, moving it forward as you vacuum from a point furthest from the room entry door towards the entrance door of the room.

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4. Clean kitchenette area, where applicable

IntroductionSome venues may have a kitchenette included in the accommodation. This may come in various shapes or forms and have different inclusions.

In apartment and self-catering style accommodation, the products included might be detailed and include:

Refrigerator

Cook top and oven

Microwave oven

Dishwasher

Tea and coffee making facilities

Pots and pans

Crockery and cutlery

Clothes washer and dryer.

This section will explore the best way to undertake cleaning of some of these items.

Cleaning the refrigeratorAll food items left by guests should be handled in accordance withhouse policy – this may mean returning all unused items left by guests to the housekeeping office. Guests have been known to call and inquire about their food items, which they have wanted to reclaim.

Other policies may allow you to discard any partially used food items that are found in the refrigerator or elsewhere in a check-out room.

The refrigerator is usually cleaned on regular basis (that is, notdaily but weekly or other), or on a needs-only basis.

When cleaning the refrigerator you may be required to turn it off,depending on the cleaning procedure to be applied before the cleaning starts.93





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The recommended procedure is:

Clean the inside of the refrigerator, including seals, with either hot soapy water or a designated spray-on cleaner. Dry with a cloth when the cleaning has been done

Make sure food products and glasses are protected from chemicalcontamination during the cleaning process. Covering them or removing them are the only safe options. Adhere to what applieswhere you work

Items in the refrigerator such as cold water in jugs and milk sachets should be replenished as required. Always remember to check the ice cube trays in the freezer

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Switch refrigerator back on if it has been turned off prior to cleaning. Set the control to the required setting, check that the light works (replace where required – or notify Maintenancedepartment), and close door

Don’t forget to check the refrigerator door seals for splits and cracks

Seals found in need of repair should be reported to the floor supervisor.

Cleaning the stoveRegardless of the type of stove you will be cleaning, always use gloves.

For a gas stove:

Remove burner caps, grates, and control knobs

Put them in your sink filled with very hotwater and dishwashing detergent

As these soak, dip a scrubbing sponge intothe sink water and wring

Go over the stovetop, paying extra attentionto any stains around the burners

Rinse with clean water; let dry

Wipe down each of the items in the sink with your sponge

Rinse and dry the parts; reassemble the cook top.

For an electric stove:

For a coil electric stovetop, do this soaking method with the drip pans and knobs but not the burners, which shouldn't be submerged and are self-cleaning

For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad and a liquid cook top cleaner. Finally, dip a sponge in hot soapy water, wring well, and wipe the controls. Rinse and let dry.

Cleaning the ovenInside oven95





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Cookedfoodstuck on the bottom, sides or glass of ovens can give off odours and smoke.

Try to remove large or deep stuck food items with a metal spatula and gently chip off any loose pieces

Spray a cleaning agent on all sides on the inside or an oven

Wipe away

For hard to remove stains, use baking sodawith a few drops of white vinegar. Let itbubble for a minute or two, and then whiskaway the grime with a scrub sponge

Rinse with a clean, wet, regular sponge.

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Oven glass window

Spray the inside of the window with appropriate cleaning agent

Let it soak

After a few minutes, rub down the glass with a nonabrasive scrubbing pad

Rinse with a wet sponge, and dry with a paper towel or microfiber cloth

Give the glass on the outside of the door a quick spray and wipe as well.

Cleaning dishwashers, washing machines and dryersThese pieces of equipment usually self clean on the inside, due totheir method of operation. However it is important that they are not only clean but safe to use.

Wash the outside of the appliance, removing stains, dirt and dust.

Dishwashers

When cleaning dishwashers, ensure:

That all items have been removed and placed away in cupboards

That any water inside has drained away

To clean around area where detergent has been used

To fill the rinse aid dispenser, if fitted.

Washing machines

When cleaning washing machines, ensure:

That they are empty

That if items are found in a machine, they areprocessed as lost property if the guest hasdeparted, or neatly laid out for a stay overguest

To clear away any leftover clothing strandsfrom inside the machine.

Dryers

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When cleaning dryers, ensure:

That they are empty

That if items are found, they are processed as lost property ifthe guest has departed, or neatly folded for a stay over guest

To Clear away lint from filters and catchment areas.

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Cleaning other itemsOnce the major pieces of equipment have been cleaned there are other tasks to perform. These may include:

Washing and drying pots, pans, crockery andcutlery

Placing clean items in cupboards

Cleaning inside cupboards and doors

Refilling ice trays

Cleaning kettles

Restocking complimentary items such as tea, coffee and biscuits

Changing drying towels and cleaning sponges

Replenishing detergents, washing powder and cleaning agents

Placing fresh milk in the fridge or other items as dictated by regulations

Cleaning the microwave

Wiping down benches and sinks

Cleaning the floor.

Follow organisational SOP’s when performing these tasks.

Depending on the organisation, other items may also be re-stocked or stored.

When you have finished cleaning the kitchen, have a final look to ensure it is clean, tidy, dry and fully stocked.

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5. Replenish guest supplies

IntroductionGuest supplies are an important part of many guest’s stay with a property, and an on-going source of concern for venue owners and managers.

The best advice in relation to them is ‘find out what the rules are … and stick to them’.

What are ‘guest supplies’?Depending on the establishment, there can be a number of items that will qualify as guest supplies.

The simplest definition is ‘any small item that can be used, and in some cases taken, by a guest is a guest supply’.

Examples include:

Compendium items

Pens

Paper

Stationery

Envelopes

Fax or e-mail forms

Promotional material

Room service menus – in traditional menuformat and doorknob hangers

Sewing and shoe polishing kits

Guest dry-cleaning bag

Guest laundry list

Tea, coffee, milk and biscuits

Iron

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Additional blankets and pillows

Remote control units

Hair dryer

Electric jug

Basic cups, mugs, saucers, glasses, tea-spoons, bottle opener.

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As mentioned in a previous section, where the room has a kitchen/kitchenette, the concept of room suppliesexpands enormously to include:

A set number and range of cutlery and crockery

Pots, pans and general cooking utensils

Cleaning materials – detergent, scourers, clothsetc

Serving plates and bowls.

Room supply basicsAn integral part of preparing a guest room involves checking, replenishing or replacing room supplies.

Set numbers for these giveaway items are set by management and these must be adhered to. This is to control costs.

Despite this set quantity of give-aways per room, most properties give room attendants discretionary power to issue extras of certain items including tea, coffee, shower caps and shampoo to guests on request. Check what applies where you work and adhere toit.

If the control of give-aways is a critical issue for management, it is necessary to locate these items on your trolley in such as way that discourages unauthorised acquisition by guests. This can mean locating them on the trolley so they are not easily seen and less of a temptation.

Room supplies are for guest rooms, not forprivate use by staff. Using these items at workor taking them home for your personal use istheft.

Tea, coffee and sugar items as well as shampoosand conditioners must always be checked becausethese are items that guests seem to take withthem even if they don’t use them in-room.

Pens and pads are a close second.

A double-check should be made when replenishingthese items to ensure that other items have not gone missing – such

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as cups, saucers, bottle openers, glasses and batteries from the remote controls.

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6. Check operational readiness of all items and equipment

IntroductionEnterprise standards as they apply to preparing rooms for guests can relate to issues such as:

Physical placement of items in the room

Levels of cleanliness and tidiness

Time allocated for servicing different types ofrooms – for example, the time allocated forcleaning a standard double check-out room, asopposed to the time allocated for servicing asuite that is staying on

Number of guest supplies of each type to bereplenished

Re-setting items in the room

Checking the operational readiness of items.

This Section addresses the physical placement, resetting and checking the operational ability of items in a guest room

Checking operational readinessWhen cleaning a check-out room, there will be standards for checking the operational readiness of items.

These standards aim to achieve uniformity andconsistency across the establishment.

Even small things can be subject to theseresetting standards. For example, someproperties will require the telephone to beplaced in the cradle a certain way and thetelephone cord to fall to a nominated side of the unit.

In stay rooms, house policies may require that the settings set bythe guest are allowed to remain (with thepossible exception of air conditioningtemperatures).104





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For example, in an occupied room if the guest has light dimmers on a certain setting, the television on a certain channel and the volume of the radio at a certain setting – leave them as they are.

By comparison if the room is a departing room, things will need tobe checked and where necessary re-set to the house standard settings.

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Items included in this aspect of room servicing will include:

In-room air conditioning set at a predetermined temperature level

Refrigerator left at a nominated setting

Television set to a particular volume orchannel

Clock set to the correct time

Alarm clock checked to ensure the alarm is notactive

Radio tuned to nominated channel and set atdesired volume

Dimmers set to medium setting

Toaster set to desired setting

Pens and message pads are located conveniently as required – next to bed, near telephone. All pads and pens should be laid in identical position throughout the venue.

It is vital that all items in the room are:

Where they are meant to be

In the correct quantity

Operationally ready.

There is nothing more frustrating for a guest to have to ask for and then wait for something to be fixed, when it should have already been checked. This is even more frustrating for a guest who has arrived on a long flight.

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7. Report and remedy room defects and damaged items

IntroductionRegardless of how well a room is maintained, general wear and tearwill happen, equipment will break down and other problems will occur.

It is natural and while it may be annoying, guests will have a level of understanding. That said any problems with a room should be indentified and rectified before a room is allocated to a guest.

Every property wants their current guests to return to them as repeat guests and to tell their friends about how great their staywith us was so that their friends become guests who are referred to us.

It is difficult to cultivate repeat andreferral guests if their room has defects ofany kind. We must always remain very muchaware that in nearly all cases ‘guests haveoptions’. If we don’t deliver the service,facilities, and standard that they want andexpect, they can very easily stay somewhere else next time.

It can be a sobering research activity to check the local phone book and count the number of businesses that offer accommodation, all of which are your competitors trying to take your guests and therefore your job.

Checking for defectsAnother task when servicing a guest room is to check the room for any defects in equipment, appliances, furniture or fittings.

This inspection should also check for equipment damage.

What are defects, what is damage?

Defects or damage can result from normal wear-and-tear, accidentaldamage or deliberate and malicious action by guests.

Where you suspect damage has beenintentionally caused by guests and evenguests that have already checked-out, you107





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should reports your beliefs to your supervisor and ask them to view the damage for themselves to make a decision about what action or claims may need to be made.

In some cases, guests may be charged for the damage and clean up costs and placed on a ‘Do Not Room List’ that automatically flags a guest for refusal when their name is entered into the reservation system as a result of a query or a booking.

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Defects or damage include:

Broken fridge door seals

Chipped or broken glasses

Flickering fluorescent lights

Blown light globes

Remote controls with flat, or no, batteries

Broken fixtures or fittings

Refrigerators that make ‘too much’ noise –which can prevent the guest from sleeping

Noisy air conditioning

Dripping taps

Ripped curtains and drapes that do not properly close – allowing others to see in and unwanted light to come into the room

Ripped, tired-looking or stained furnishings

Fuzzy television reception

Electric jugs and hair dryers that don’twork

Room cards that do not easily integrate withthe power controls in-room

Irons where the temperature control settings are not working.

If a guest finds a defect in their room they may let you know about it but they may not.

If they don’t, we have just disappointed one guest and unless we identify the problem that has caused this we risk disappointing every other guest who uses that room!

Obviously this does little to generate repeat and referral guests.

What to do?When a defect or damage to fixtures or fittings is identified, twocourses of action present themselves.

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The course of action chosen will depend on the seriousness of the damage and whether or not someone could be harmed because of the problem.

All action taken should be in accordance with enterprise procedures.

The two possible courses of action are:

1. The item must be taken out of service immediately and replaced if possible – for example, it may be possible in the immediate short-term to replace a hair dryer that is not working (or is missing) in an occupied room with one from the floor housekeeping store or from another room that shows as vacant onyour room list.

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2. The item is reported on a maintenance reportand submitted to the appropriate person foraction to be taken – where the item presentsa physical danger to guests it must beremoved from the room, tagged as ‘Out OfService’ according to house procedures andstored appropriately so that it will not bereturned to service before being serviced.

The motto to remember is: ‘If in doubt, have it checked out.

Record damaged items Damaged items need to be recorded for many operational reasons.

Every property will have its own procedures for recording damaged items and room attendants are expected to comply with these where they identify such items in any guest room, and regardless of who damaged the items and how they were damaged.

Properties need to be aware of damaged items for the following reasons:

Monitoring costs

Determining supplies that need to be ordered

Evaluating the usefulness of products - and determining whetheror not to continue using a certain item or whether a better alternative needs to be sourced

Identifying high damage products – to develop policies and procedures to reduce and prevent damage

Removing them from service for OSH and duty of care reasons.

Identifying damaged itemsYou can become aware that an item is damaged through personal observation when you service a room – the basics are to:

Look for damaged items – a visualinspection such as drips

Listen for equipment that sounds asif it is damaged or not working asintended

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Be alert to smells that indicate problems – such as ‘electricalsmells’

Heed advice from guests who report such problems.

Your personal experience in the workplace will build up over time to provide you with an idea of what to look for and what items arecommonly associated with damage.

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Reporting the damageDamaged or defective items must be reported so that appropriate remedial action can be taken.

Options in reporting damage include:

Speaking face-to-face with the supervisor, Floor Housekeeper orrelevant other person

Using the in-room phone to contact and notify directly either the maintenance department or the housekeeper. Some properties have a ban on the use of guest room phones so check to see whatapplies in your workplace

Using other internal communicationmethods (pager, mobile phone) to contactand notify directly either themaintenance department or the housekeeper

Using the in-room phone to contactreception and leave a message – see above

Completion of a Maintenance Report identifying the damaged item, the room number, your name, and the nature of the damage.

Identifying pestsAll properties should have some form of standard and establishment-wide pest control program in place.

This program usually combines the services of an external, professional pest control company with regular internal efforts atpest control.

Regular checks of rooms done by the external pest control service (with their vehicle parked around the back of the building – most people see the presence of a pest control vehicle as evidence of apest problem as opposed to regarding it as prevention) should be at the centre of this program.

Where the established pest control program has not worked effectively and you identify pests in a guest room, immediate action needs to be taken.

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Besides being undesirable from an aesthetic point of view, pests in a guest room can pose a serious health risk as well as present the potential for damage to walls and wires from gnawing.

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Types of pests

Pests include:

Flies

Cockroaches

Silverfish

Fleas

Spiders

Mice, rats and ants.

Signs of the presence of pests include:

Seeing them

Hearing them

Seeing evidence of their presence such as droppings, spots on walls and surfaces, eggs, webs and cocoons.

Action to take

The exact action to take when pests have been sighted or are suspected must be in accordance with the house procedures that apply.

You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using an aerosol spray but it is importantto remember that some guests may be allergic to insect sprays so use them sparingly.

Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live one.

Make sure you also remove any other evidence of the pests – webs, droppings.

Other pests may have to be notified to your supervisor, Head Housekeeper or the Maintenance department for them to action. Thisnotification should be immediate to enable action to be taken as soon as possible.

Action to prevent a pest problem

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An effective pest control program requires you to do whatever you can to keep the pests out in the first place – inpractice this means:

Keeping doors and windows to guest rooms closed

Making sure fly wire screens are fitted and ingood condition

Making sure that anything provided to a guestroom is free from pests

Control any pests you see – using aerosol sprays or other approved internal or external methods; this can be baits, traps, fogging and commercial spraying.

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Apply good housekeeping techniques to deny food and drink to pestsand maintain hygienic conditions – this includes:

Never leaving food out on benches or tables

Checking to ensure food scraps are not lying on the floor anywhere in the room – in the kitchen under the stove; under the bed

Keeping bins clean and in good repair

Cleaning premises thoroughly and disinfecting when necessary

Removing all rubbish on a regular basis.

The section has highlighted the fact that problems in a guest room, whilst mostly will comprise defects and damage to physical items, there are other issues that need to be addressed to ensure the guest has a positive experience.

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8. report suspicious items or situations

IntroductionAccommodation establishments are the setting for many illegal activities and all room attendants must be alert for signs this ishappening or may take place.

The role of a room attendant is this regard is only to ‘report’ – it is not to intervene, take action or putthemselves in harm’s way.

Members of the public can target floors androoms with a view to breaking and entering.If the thief has watched their target leavethe property to go on a three-hour tour theyknow the target’s room will be ’safe’ forthat period and it is a relatively easytarget.

Other guests will use their room for illegal activities that they do not want to undertake at home.

Is the activity illegal or immoral?Individual establishments can havedifferent approaches this.

Most properties are not prepared to allowillegal activity and also frown on immoralactivity.

Some turn a blind eye to immoralactivities deeming that what guests do inthe privacy of their own room is their business.

You need to speak to your supervisor to determine what applies where you work and accept the position taken by the establishment:if you ever have any concerns about differentiating between ‘illegal’ and ‘immoral’ seek guidance on the distinctions from your supervisor and be guided by them and their experience.

Taking action

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If you notice an item that looks unusual orsuspicious, or see an occurrence that issuspicious, appropriate action should be takenimmediately.

The appropriate action may be spelled out in thestandard Emergency Procedures for your venue.

The action may be to:

Advise the floor supervisor, the FloorHousekeeper or the Executive Housekeeper

Contact venue security.

Always adhere to workplace policies and procedures when dealing with such matters, as they are potentially dangerous and serious.

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An unusual item or situation may include:

A package left unattended in corridor or stairwells

An item that is heavily bloodstained

A package left in a check-out room

A weapon found in a room – whether the roomis a stay room or a departed room

Drugs – or packages thought to contain drugs

Explosives

Evidence of drug taking in a room – including the presence of drug paraphernalia.

Suspicious occurrences or people may include:

Person behaving nervously or anxiously in a corridor, stairwell, near a store room, in the guest laundry etc

Person in an area they shouldn’t be in – such as areas members of the public in areas restricted for ‘Staff Only’ access

Person using excessive force againstanother person

Loud voices and swearing

Sounds that indicate damage is beingdone

Person seeming to loiter on a floor, along corridors, in publicareas

Person asking you to let them into a room.

If you see or hear anything that is suspicious, unusual or appearsillegal you should:

Not say anything to the persons involved

Try not to alert them to the fact youhave noticed something suspicious orunusual.

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Try to remember as much detail as possible – write down notes when safe to do so

Alert the relevant person as soon as possible in such a way that others (those involved and other guests) cannot hear what is being said.

It is rare for you to have the authority to call police so you should refrain from doing this in all but the most extreme cases of actual or imminent danger.

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9. Handle guest property left in room from which the guest has departed

IntroductionFrom time to-time departing guests leave items in their rooms.

Sometimes this is an over-sight on their part and sometimes it is intentional.

Regardless, all guest property found in a check-out room must be handled in accordance with house policy.

Dealing with lost propertyThere may be times when you come across items in check-out rooms that have been left behind by the guest.

Such items should be treated as valuable inthe first instance, no matter what theactual dollar worth of replacing such anitem may be.

For example, a simple, partially used bottleof facial foundation, a camera, piece ofclothing or an item of jewellery. They are all the same in terms of being a ‘lost and found’ item.

All such items should be taken to the housekeeping department and recorded in the ‘Lost and Found’ log book.

It is the housekeeping department’s responsibility to keep accurate records of all items found in guest rooms or public areas.

Information that needs to be recorded about the item may include:

Date found

Room number – or other location asappropriate (corridor, guest laundryetc.)

Exact location in room where item wasfound – ‘under the bed’, ‘in thebathroom’

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Description of item – such as ‘Gent’s briefcase, brown, locked,Avon brand’, ‘ladies Seiko watch, gold with leather strap’

Name of person who found the item

Date item was returned to the owner - after item has been claimed or sent to the rightful owner.

Generally, lost property is kept for three months, however during that time the establishment may attempt to contact the owner, especially if the item appears valuable or the guest is a regular.

Where forwarding address or phone number is available, the guest is contacted and asked if they would like the item returned.

The guest may be asked to forward postage before the item is sent.

A ‘With Compliments’ letter generally accompanies the return of the item and a copy of this letter should be filed in the lost property correspondence file.

Some items that have not been claimed within a three-month period,after all channels to contact the owner have been exhausted, will be given back to the finder or handed to police depending on the value of the item and what it is.

Lost property should never be taken off the premises without the correct authorisation. You cannot assume that an item is yours simply because you found it and the owner has departed.

Is it ‘lost’ or has it been left on purpose?Where the lost property is clothing (especially lingerie) or otheritems of a delicate nature, the decision about whether or not to contact the guest must be made with due consideration to all the possible ramifications. Tact and diplomacy may dictate that no contact is made in order to avoid embarrassment and other potential problems.

This highlights that not all items left in a guest room are ‘lost’. They may have been deliberately left there.

Perishable food

Where perishable foods are found, two options are commonly available.

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The first option is that you may have discretionary powers to dealwith any perishable food you find.

This may include minor quantities of things suchas leftover takeaway foods, a few biscuits in anopen packet, or a couple of slices of cheese, atomato and some slices of bread left in thefridge.

If the items have been left by a departed guest,you may elect to throw out such items.

Naturally the food would be left where it is if the guest was staying on.

The second option is that Standard Operating Procedures require all staff to take all found perishable food to the Executive Housekeeper’s office, and to allow that personto make the decision.

Liquor

Again, specific house practices will varybetween establishments.

Commonly, any unopened bottle of liquor –spirits, wine, beer or whatever else is loggedin the standard way, and the liquor may thenforwarded to the central liquor store for safe-keeping or retained in the Housekeeping officefor three months.

Opened bottles may be stored in the normal Lost and Found store, or can be forwarded to another department.

It is useful to remember that what is actually inside a bottle of open beverage could be anything.

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What is on the label may not be what is in the bottle so you should definitely guard against having a drink from any bottle, alcoholic or non-alcoholic, that has been already opened.

Other items

There is really no end to the nature of items that can find their way into the Lost and Found area from the very ordinary to the highly exotic!

In general terms, however, they can include:

Inexpensive items – these must still be handedin as, despite being inexpensive, they may stillhave significant sentimental value. These itemsmay include cheap pens, disposable items,handkerchiefs and socks

Expensive items – objects of obvious worth suchas cameras, lap top computers, electric razors,jewellery, cash, or clothing

Documents – this can cover a wide range ofpapers including business and personal documents, as well as related items such as passports and credit cards.

Given this wide variety of items that could be found it is worth checking house rules in regard to the following:

Newspapers, magazines and books – while it is common practice for staff to dispose of newspapers from check-out rooms, check your house rules to make sure.

Also, find out about the house rules that relate to the disposal of magazines and books. Can they be thrown out, or is there a requirement to hand them in?

What criteria apply, if any, to making the decision about keeping or throwing out these items?

Cash – check to see if your venue has a special rule about cashthat is found.

Regardless of what is considered is to be lost or found; it must be reported and recorded according to organisational requirements.

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Task Sheet 2.5-1

It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

5.1 To fulfil the requirements of this Work Project you are asked to submit evidence of you being able to:

Identify the correct order to clean a room

Understand requirements and policies relating to cleaning rooms

5.2 To fulfil the requirements of this Work Project you are asked to submit evidence of you being able to explain or demonstratehow to:

Clean fixtures and fittings, identifying the items and their purpose

Vacuum floors and other areas

Clean kitchenette area

5.3 To fulfil the requirements of this Work Project you are asked to submit evidence of you being able to explain or demonstratehow to:

Identify and replenish guest supplies

Check operational readiness of five items in a room

Identify and report common defects and damaged items

Identify and report suspicious items or situations

Handle guest property in the correct manner

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Performance Criteria Checklist

Task Sheet 2.5-1

Follow in-house requirements and policies in relation to room cleaning

Cleaning in the correct order

Cleaning a Check-out room

Preparing a room for cleaning

Cleaning an occupied room.

Clean fixtures and fittings

Dusting and polishing

Cleaning bins.

Vacuum floors and other areas

Vacuuming.

Clean kitchenette area, where applicable

Cleaning the fridge

Cleaning the stove

Cleaning the oven

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Cleaning other items.

Replenish guest supplies

What are ‘guest supplies’?

Room supply basics.

Check operational readiness of all items and equipment

Checking operational readiness.

Report and remedy room defects and damaged items

Checking for defects

What to do?

Record damaged items

Identifying damaged items

Reporting the damage

Identifying pests.

Report suspicious items or situations

Is the activity illegal or immoral?

Taking action.

Handle guest property left in room from which guest departed

Dealing with lost property

Is it ‘lost’ or has it been left on purpose?

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COMPETENCY ASSESSMENT TOOL

Evidence Plan

Competency standard:

Unit of competency:

Ways in which evidence will be collected: [tick the column]

Obse

rvat

i

Dem

onst

r

Third

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on &

Que

stio

ning

atio

n &

Ques

tioni

ngpa

rty R

epor

t

Writ

ten

The evidence must show that the trainee…

The trainee must know how to select proper chemicalsand clean potable water for cleaning and sanitizing,equipment utensils, and working surfaces.

The trainee must know the proper cleaning andsanitizing of equipment and utensils safely usingpotable water according to manufacturer’sinstructions..

The trainee must know on how to store and stacked cleanequipment and utensils safely in the designated place.

The trainee must know how to use cleaning equipmentand supplies safely in accordance with manufacturer’sinstructions.

The trainee must know how to assemble and disassemblecleaning equipment safely.

The trainee must know where to store cleaningequipment safely in the designated position and area.

NOTE: *Critical aspects of competency

QUESTIONING TOOL

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4.

Safety Questions

1.2.3.4.

Contingency Questions

1.2.Job Role/Environment Questions1.2.3.Rules and Regulations1.2.

The candidate’s underpinning knowledge was: Satisfactory Not

Satisfactory

Demonstration with Questioning Checklist

Trainee name:Trainer name:Qualification:

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Unit of competency:Date of assessment:Time of assessment:Instructions for demonstration

Given the necessary tools, the candidate will be able to demonstrate, preparing and producing bakery products following standard procedures within 15 minutes.

DEMONSTRATION to show ifevidence isdemonstrated

During the demonstration of skills, did the candidate:

Yes No N/A

The candidate’s demonstration was:

Satisfactory Not Satisfactory

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Demonstration with Oral Questioning Checklist

Questions Satisfactoryresponse

The trainee should answer the following questions: Yes No

1.

2.

3.

4.

5.

The trainee’s underpinning knowledge was:Satisfactory Not Satisfactory

Feedback to trainee:

The trainee’s overall performance was:


Assessor’s signature: Date:

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Suggested Questions with Answers for Oral Questioning

Questions with Answers

1.

Answer:

2.

Answer:

3.

Answer:

4.

Answer:

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Oral Questioning Checklist

Trainee name:Trainer name:Qualification:Unit of competency:Date of assessment:Time of assessment:Instructions for Oral Questioning

The candidate will be assessed based on his/her answers to the given questions. The assessor should not deviate from the standardquestions provided herein. Oral Questions Satisfacto

ryresponse

The trainee should answer the following questions: Yes No

1.

2.

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3.

4.

5.

The trainee’s underpinning knowledge was:


Feedback to trainee:

The trainee’s overall performance was:Satisfactory Not Satisfactory

Assessor’s signature Date:The candidate’s responses were:


Suggested Questions with Answers for Oral Questioning

Questions with Answers

1.

Answer:

2.

Answer:

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3.

Answer:

4.

Answer:

5.

Answer:

THIRD PARTY REPORT

Candidate name:Name of third

party:Contact

no.

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Position:Relationship with

candidate:□ employer □ supervisor □ colleague □ otherPlease specify ________________________________________________Please do not complete the form if you are a relative, close friend or have a conflict of interest]

Dates the candidate worked with you

From: To:

Competency Standards:

Unit of Competency:

The candidate is being assessed against the competency standards for

We are seeking your support in the judgment of this candidate’s competence.Please answer these questions honestly as a record of the candidate’s performance while working with you. Thank you for your time.Comments regarding candidate performance and experienceI can verify the candidate’s ability to: (tick the correct response]

Yes No Not

sure

Comments to support my responses:

□ □ □ □ □ □ □ □ □ □ □ □ □ □ □

□ □ □

□ □ □Third party signature: Date:Send to:

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Clean and Prepare Rooms for incoming Guests - CBLM - HSK UC 2

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Transcript of Clean and Prepare Rooms for incoming Guests - CBLM - HSK UC 2