Housekeeping Operation Processes Unit 7 Housekeeping Operation Processes

7.1 Processes and Quality Developed work process Name and describe objects Assign responsibilities Identify resources Describe activity process Explain how to carry them out Communicated work process Controlled work process

Process Review Determine whether they are effective Analyze the trends/tendencies (Ex. Sick leave percentage) Better the process, to adapt to the unseen clients needs

7.12 Process Assessment Direct economic cost Indirect economic cost (bill laundry department with the wrong room number) Indirect economic cost (repetition) Apology cost Misused materials cost Loss of prestige

7.2 Activities prior to cleaning the rooms Incorporation of the job position (grab the control sheet, skeleton key, in uniform, sign the key control sheet) Preparation of materials and cloths Prepare the supply cart Priorities when starting to clean the room Factors that are taken into account in establishing preference Rooms in which the guest has requested early service. Early morning checkouts that are specially requested by front desk. Factors for cleaning the rooms at the end of the shift (guest is going to check out and didn’t prepare his luggage) Unforeseen situations (DND sign is up, guest is sleeping and doesn’t answer the door)

While you are cleaning the room….. Room access See if the light’s on, deadbolt locked. The GRA should knock softly with knuckles, not with the key. If there is still no answer, she should open the door announcing “housekeeper, may I come in please?” Cart location - The RGA should pull the cart across the doorway, positioning the linen side towards the room and as close to the wall as possible. The cart should be positioned in such a way that no one could enter the room without be discovered. Room door

Take into consideration when cleaning a room Don’t strain yourself Don’t waste time Don’t repeat what you have already done Don’t forget what you have left to do

Cont. Cleaning a guest’s room Cleaning a check-out room Less time to clean the room Avoid touching personal items Check to see if there is laundry to clean Don’t take their money Take care of written requests the guest may leave Report anything abnormal in the room the head housekeeper Turn off the TV and radio while your cleaning Cleaning a check-out room

7.3.2 Blockades and unblocking What we can do with a blocked room. What we can do when unblocking a room

7.3.3 Room touch-up/ Check to see if the bed needs to be made Add toiletries if needed

7.3.4 Mini-bar Service Cleaning Stocking the mini-bar Consumption control Control of outdated products Controlling the stock

7.4 Room Cleaning Process Air out the room Tidy up the room Open the windows Work with the door open Take out the garbage, pick up dirty glasses and dishes, ashtrays, etc.

Check for faulty devices Laundry Check for faulty devices Clean laundry, new toiletries Check for forgotten objects in a check-out room Change towels, sheets etc Check lights: report any burned out bulbs. faucets/taps, curtains, TV and phone. Check shower, toilet and sink for leakage. Look in drawers, closets, underneath the bed, etc. Either turn it in or sell it on EBay

Laundry Service Fruit Service Pick up the guests personal belonging off the floor. See if the guest has left clothes to be washed Pick up dirty plates and left over fruit Pick up their clothes and put them on chairs, etc.

7.2 Making the Bed Check that mattress, bed frame/base are ok. Spread the sheets out on the bed Square up the sheets, blankets. Tuck in the sheets on the appropriate sides Put the Comforter/bed spread (duvet cover) on the bed. Put the pillow in its place.

7.3 Cleaning the Bathroom Clean the toilet, bidet and bath tub Empty the waste bin Change the glasses Clean the rest of the bathroom Restock the toiletries Wipe the door clean with a damp rag.

MITERING OR HOSPITAL CORNER

7.4 Dusting What can we dust? Dust the high areas Doors and walls Pictures and mirrors Dresser, tables Mini-bar Furniture Light switches

7.5 Cleaning the Floor Vacuum/sweep Wash Use a mop

7.6 Finishing Touch Welcoming products Room presentation Air freshener Self check Close the door Fill out control sheet Communicate the rooms status Fill out the laundry control sheet

Final inspection of the bedroom The RA should move to the front of the room next to the entrance door and observe the entire room. Remember, what is now seen is what the guest will see as they enter the room.

7.7 Room check-up (turndown service) Go to the room when the guest isn’t there Take a look around the room and bathroom Ready the bed Place their pyjamas (pajamas) Place the pillow Candy Liven up the room

7.8 Forgotten Objects Procedure Pick up the item Identify it Turn it in Label it Register it Return it Safe keep it Person who found it may keep it after some time

7.10 Common area cleaning process Clean the high areas and walls Clean the furniture Floors Rugs Lifts Windows Bathrooms Exercise room Restaurants and Bars

glosary Turndown service: A special service in which a RA enters the guestroom in the early evening to restock supplies, tidy the room and turn down the guest bedsheets.