1. Housekeeping Operation Processes
Unit 7
Housekeeping Operation Processes

2. 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

3. 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

4. 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

5. 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)

6. 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

7. 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

8. 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

9. 7.3.2 Blockades and unblocking
What we can do with a blocked room.
What we can do when unblocking a room

10. 7.3.3 Room touch-up/ Check to see if the bed needs to be made
Add toiletries if needed

11. 7.3.4 Mini-bar Service Cleaning Stocking the mini-bar
Consumption control
Control of outdated products
Controlling the stock

12. 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.

13. 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

14. 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.

15. 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.

16. 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.

17. MITERING OR HOSPITAL CORNER

18. 7.4 Dusting What can we dust? Dust the high areas Doors and walls
Pictures and mirrors
Dresser, tables
Mini-bar
Furniture
Light switches

19. 7.5 Cleaning the Floor
Vacuum/sweep
Wash
Use a mop

20. 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

21. 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.

22. 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

23. 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

24. 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

25. 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.