I Clean - The Manual

THE ONE AND ONLY WAY
THE MANUAL
We Know What It Takes To Make It Clean
InterContinental Hotels Group 2004
THE MANUAL
Table of Contents
Page 2 3 45 48 49 52 54 55 56 57 66 The One and Only Way Sequence Methods - DAILY CLEANING Methods SPECIAL CLEANING IClean Soft Furnishing Cleaning Frequency Guidelines Prevention and removal of mould / mildew Care and cleaning of natural stone surfaces Room Audit Form Example Maintenance Checklist Summary of Johnson Diversey cleaning materials Risk Assessments Glossary of Terms

THE MANUAL
The One and Only Way Sequence

Below is a high-level summary of our One and Only Way sequence. After a Room Attendant has gone through the initial learning curve and is familiar with the sequence, methods, tools and chemicals, the time taken to clean a room should be approximately the same, if not slightly less, than was taken prior to the implementation of . It is important to follow the detail in the daily cleaning methods in the following pages.
Task 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Activity Check trolley/equipment Enter room & open curtains & windows Flush toilet & apply toilet cleaner evenly under rim & around bowl Collect all rubbish, check for lost property/debris Maintenance check & report, visual check on standards Collect china/glass soak in sanitiser Strip bed and remove all soiled linen from room Make bed(s) Clean china/glass/ashtrays/bins/appliances replace in location Clean basin, vanity areas, tiles, walls & doors Clean tiles, shower, bath, fixtures & mirror Clean toilet Replace bathroom linens and supplies Clean bathroom floor Clean furnishings - damp dusting high/low & inside/outside Clean mirrors & artwork Clean windows Replenish guest room supplies Vacuum bed/bathroom floors Report room as ready using your normal hotel procedure, switch lights off & close door

THE MANUAL
Methods DAILY CLEANING

TASK 1 : Check trolley & equipment
Methods
1. Check all cleaning materials are present and in correctly labelled dispensers.
Tips/why? - Procedure
Tools & Chemicals
Being prepared and organised with sufficient items for Cleaning cloths all cleaning tasks will ensure the most efficient use of Floor cloth time. Tea towel Sponge High level duster Toilet brush Swivel mop and heads R1 Toilet Cleaner R2 Hygienic hard surface neutral cleaner R3 Glass/multi surface. R4 Furniture polish Titan sanitiser
2.
Check vacuum for: - cord - plug - bag - tangles - broken parts Always keep china/bathroom/bedroom cloths separate.
Empty/replace bag as needed. Do not use any Vacuum equipment that is not functioning properly; follow hotel repair guidelines. Proper maintenance of equipment is a key factor of a clean and wellmaintained property.
3.
To ensure that the cleaning is hygienic.

THE MANUAL
TASK 2 : Enter room & open curtains & windows

OPERATIONAL DEFINITION: Entering guest room following correct procedure to ensure guest privacy and security at all times.
Methods
1. If Do Not Disturb card is not present, knock or ring bell; wait; announce yourself or say Housekeeping. Pause and wait response. Knock/ring bell, announce yourself again and if no Guest privacy response insert key and enter announcing yourself once again. If Do Not Disturb present follow hotel specific standards 3.
Tips/Why
Tools & Chemicals
2.
Place trolley across doorway; enter room carrying All cleaning materials placed in room conveniently. cleaning materials and clean cloths and place in Use door wedge to keep door open to ensure airflow. bathroom.
Door Wedge R1 Toilet Cleaner R2 Hygienic hard surface neutral cleaner R3 Glass/multi surface. R4 Furniture polish Titan sanitiser Clean cloths High level duster Swivel mop and heads Tea towel
4.
Turn on all lights and open curtains/windows. See Curtains & Nets below.
Allows natural light for cleaning and air to circulate.

THE MANUAL
TASK 2 : Curtains & nets

OPERATIONAL DEFINITION: Curtains & nets are free of dust, dirt, marks, smears, smudges, discolouration, snags, threads, odour, tears and frayed edges. Nets are hung evenly, secured with a wand/pull.
Methods
1. Check curtains and nets to ensure cleanliness and proper working order. Check curtains and nets to ensure that they meet in the centre of the window. Then leave curtains and nets open. If dust is visible then vacuum with attachment. 2. Open windows and double glazing if applicable
Tips/Why
Tools & Chemical
Follow hotel specific reporting procedures if broken, High level dusting tool or torn, or stained. To ensure uniform appearance and vacuum. consistent lighting in guestrooms, a property specific standard should be developed for consistent placement throughout the hotel. Leave curtains open to allow natural light for cleaning. Fresh air circulates. Check windows do not fully open and double-glazing is operational. Follow hotel instructions for reporting any faults.

THE MANUAL
TASK 3: Flush toilet & apply toilet cleaner evenly under rim & around bowl
OPERATIONAL DEFINITION: Apply correct cleaning chemical to toilet to allow chemical time to attack surface soils.
Methods
1.
Tips/Why
Tools & Chemical
Flush toilet and reduce water by repeatedly plunging Reducing the water lowers the water line and allows toilet brush into water to lower level. easier cleaning of tide mark. Toilet cleaners need a wet surface for total surface contact to aid cleaning.
2.
Place soiled linen outside bathroom door. Apply toilet cleaner under rim, around toilet bowl and Allow the chemical time to dwell to begin attacking the R1 & Toilet brush under water line for dwell time. Leave toilet brush in surface soils so that less aggressive cleaning is required. toilet bowl.
3.
Turn on basin tap and adjust plug to determine if basin Follow hotel specific reporting procedures. holds water, drain flows easily and that there are no leaks or dripping. Apply sanitiser to basin, clean and rinse. Ensure plug is in open position. Titan Sanitiser & Cloth
4.

THE MANUAL
TASK 4 : Collect all rubbish, check for lost property / debris

OPERATIONAL DEFINITION: The guest room should be completely free of rubbish and debris. All wastebaskets are empty. Wastebaskets are free of odour, stains, spots, streaks, scratches, dents, hair and tears. Ensure that all areas are checked thoroughly for lost property, including under the bed and other furniture. In departure rooms all items of lost property should be dealt with in accordance with the hotel policy.
Methods
1.
Tips/Why
Tools & Chemical
Collect all rubbish and dispose of in the bag / container Customer feed back indicates that removal of all according to the type of rubbish e.g. bottles / cans / evidence of the previous guest is a critical indicator of paper should be segregated. cleanliness. Place both bins in bathroom. Do not place hands inside waste bins.
2. 3.
Lost Property and debris to be checked in all following Lost property should be labelled following hotel policy in areas: drawers, wardrobe, beneath all the furniture, readiness for guest inquiry to reclaim. inside trouser press, safe, all books/literature & behind doors. Never dispose of any guest item Also check carefully under the bed. In occupied rooms report to your supervisor if large amounts of money or valuables are left in the room.

THE MANUAL
TASK 5 : Maintenance check & report; visual check on standards

OPERATIONAL DEFINITION: The television is operational when the picture is clear, the sound is without interference, and the television operates properly through the remote control. Remote control is in good condition and batteries are in working order. The lamps are in operational condition when the light bulbs are the correct wattage, and switches / bulbs are operational. Lampshade is clean and properly secured. The telephone is operational when the dial tone is clear, without static or interference and the faceplate is secure and reflects the proper room number. NEVER DAMP CLEAN ANY ELECTRICAL ITEM WHEN PLUGGED IN OR SWITCHED ON.
Methods
1.
Tips/Why
Tools & Chemical
As the batteries wear, the remote may operate next to Perform a visual check of the room. Stand next to the bed table, using the remote control the TV but not at the distance where guests normally operate it. Checking the remote next to the TV may turn the television on and check for proper operation. lead us to think the batteries are fine when in fact they are not. TV to be left on standby. TV Volume should be set according to Brand Standard. TV Volume set to minimize guest disturbances e.g. Holiday Inn maximum 45%. If applicable, reset the clock. If the TV or remote control has a malfunction, follow hotel specific reporting procedures.
2.
To ensure that all lamps are working. Turn on all lights. Ensure that bulbs are correct wattage. Switches and Replace/report according to hotel specific procedures. bulbs are functioning. Check telephone to ensure that dial tone is clear and If phone has two lines, ensure the line #1 is depressed. audible. Cord should be 5 metres and knot free.
3.
THE MANUAL
Methods
Tips/Why
Tools & Chemical
Faceplate is clean, secure and reflects correct room Follow hotel specific procedures to replace/report nonfunctioning telephones. number. Telephone charges instructions in place. 4. Turn on radio to test that the sound volume is clear, Replace if needed. audible, and without static. Ensure clock display is clear, readable, and set to correct time. Radio in departure rooms should be set at a low volume, on the hotel specific classical station. The alarm should be in the off position in all departure rooms. 5. Open trouser press and ensure that the inside is clean Always open and check as this is a common place and damage free. Close trouser press and turn on for guest lost property. If Lost Property is found, follow hotel procedures. timer, check function and turn off. AC filters should be cleaned and maintained by Report defects as per hotel procedure. Engineering on a separate programme. Switch on AC unit to check it is fully operational. AC temperature should be as per hotel policy
6.

THE MANUAL
TASK 6 : Collect china & glass & soak in sanitiser

OPERATIONAL DEFINITION: All china, glass and ashtrays should be free of dust, dirt, marks, smears, smudges, discolouration and odour.
Methods
1. 2. 3. Collect all the china, glass and ashtrays from the room. Dispose of cigarettes into the metal container provided.
Tips/Why
Tools & Chemical
The disposal of butts into the rubbish bags could create Metal container a fire hazard.
Empty the contents of the china and glass in the Sanitiser cleaning agent acts on glass and china Titan sanitiser bathroom basin and rinse basin. Place all items, leaving surfaces hygienically clean. excluding the ashtrays, in the bathroom basin with water and sanitiser (including tray if applicable). Leave to soak.
4.

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THE MANUAL
TASK 7 : Strip bed & remove all soiled linen from room
OPERATIONAL DEFINITION: All soiled linen should be removed from the room and handled according to hotel policy.
Methods
1. Remove soiled linen from bed.
Tips/Why
Any linen stained with body fluids should be handled in accordance with Health & Safety procedures. See special cleaning section.
Tools & Chemical
2.
Place clean bedspread/throw/duvet/blanket and pillows on a chair. Blanket/spreads should be off the bed in order to view the mattress pad and to look under the bed to assure all debris is collected. In bathroom shake shower curtain thoroughly and To remove hairs and check condition: change if soiled. remove if soiled. Check that shower curtain is clean and fully hooked in all eyelets. Remove soiled bathroom linen, leaving behind one soiled towel/bathmat. Place all soiled linen in appropriate container/trolley. Return into room with clean linen. Place clean linen on Clean linen is placed on a chair to avoid picking up Clean linen. a chair. debris/hairs.
3.
4.
5. 6.

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THE MANUAL
TASK 8 : Making the bed DUVET

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change should be as per brand/environmental Company policy.
Methods
1.
Tips/Why
Tools & Chemical
Check linen and separate out stained or torn linen and Properties should maintain collection sites for room Clean linen handle according to hotel specification. attendants to place torn or stained linen. This linen should be reviewed by the laundry manager / linen keeper Reject contracted hire linen must always be returned to the Hire company and never rugged. Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed. Ensure that mattress pad is correct size and in good condition, or replace. Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy / airy duvet and pillows.
2.
3.
Take duvet, spread evenly and place the short side (in Check duvet for cleanliness and damage and follow width) near the foot of the bed where you are standing. Hotel practices for cleaning. Ensure duvet cover is inside out. Enables a smooth operation and save time. Place your hands into the duvet top corners until you reach the hand holes. Put your hands through the hand
4.
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THE MANUAL
Methods
holes and hold the two corners of the duvet. Reverse the cover onto the duvet while holding each corner. Shake and stretch the cover down over the duvet. 5. Repeat bottom two corners the same way as the top, and then close the slipcover.
Tips/Why
Tools & Chemical
6.
Arrange the opening of the duvet to the bottom of the Duvet should be arranged as per hotel standard. bed, right side up, make sure the sides are equal and Duvet should drop a minimum of 20cm each side. tuck-in open end under mattress as per hotel standard Place the bedspread/throw on the bed, centre the Check for stains, rips or tears. spread, making sure the sides are also equal. Place the pillow on the bed and the pillowcases next to Check pillowcases for cleanliness, condition and pressing them Fold the pillow lengthwise for quicker insertion. Place pillow inside the clean pillowcase. Adjust the corners with your hand inside the pillowcase Tuck in the loose ends and push out the hands towards the far sides. Place the pillows in the correct position.
7.
8.

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THE MANUAL
TASK 8 : Making the bed TRADITIONAL

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed, even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change: as per brand/environmental Company policy.
Methods
1.
Tips/Why
Tools & Chemical
Check linen and separate out stained or torn linen and Properties should maintain collection sites for room Clean linen attendants to place torn or stained linen. This linen handle according to hotel specification. should be reviewed by the laundry manager / linen keeper. Reject contracted hire linen must always be returned to the Hire company and never rugged. Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed. Place second sheet at the head of the mattress. Place the blanket on top of the sheet one foot away from the head of mattress. Fold sheet over at edge of blanket. Smooth out any lumps and tuck in both sides. Place bedspread over and fold back top and place pillows in correct position. Ensure that mattress pad is correct size and in good condition, or replace. Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy/airy duvet and pillows.
2.
3.

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Methods
4. 5. At bottom of bed make mitre/hospital corners. Place the pillow on the bed and the pillowcases next to them. Place pillow inside the clean pillowcase. Adjust the corners with the hand inside the pillowcase. Tuck in the loose ends and push out the hands towards the far sides. Fold bedspread over and smooth out.
Tips/Why
Tools & Chemical
Check pillowcases for cleanliness, condition and pressing Fold the pillow lengthwise for quicker insertion, as above.
6.
Check for cleanliness and presentation.

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THE MANUAL
TASK 8 : Making the bed - TRIPLE SHEET STYLE

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed, even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change: as per brand/environmental Company policy. Methods
1.
Tips/Why
Tools & Chemical
Check linen and separate out stained or torn linen and Properties should maintain collection sites for room Clean linen attendants to place torn or stained linen. This linen handle according to hotel specification. should be reviewed by the laundry manager / linen keeper. Reject contracted hire linen must always be returned to the Hire company and never rugged. Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed. Ensure that mattress pad is correct size and in good condition, or replace. Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy / airy duvet and pillows.
2.
3.
Place second sheet at the head of the mattress. Place the blanket on top of the sheet one foot away from the head of mattress. Place third sheet over the blanket and in line with Blanket is neatly sealed between two sheets. second sheet. Fold third sheet under top of blanket, and second sheet over blanket edge.

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THE MANUAL
Methods
4. At bottom of bed mitre/hospital corners and fold sheet over at edge of blanket. Smooth out any lumps and tuck in both sides. Place the pillow on the bed and the pillowcases next to them. Place pillow inside the clean pillowcase. Adjust the corners with the hand inside the pillowcase. Tuck in the loose ends and push out the hands towards the far sides. Place bedspread over and fold back top and place pillows in correct position. Fold bedspread over and smooth out.
Tips/Why
Tools & Chemical
5.
Check pillowcases for cleanliness, condition and pressing. Fold the pillow lengthwise for quicker insertion, as above.
6.
7.
Check for cleanliness and presentation.

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THE MANUAL
TASK 9 : Clean china & glass

OPERATIONAL DEFINITION: All china and glassware should be shiny, free of dust, scratches, chips, spots, streaks or fingerprints. Coasters for glassware should be upside down unless stan-caps for upright glassware are used. The number and type of china/glassware should be as the brand standard Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical
All glassware and china should be in the basin soaking Do not include the ashtray here. in sanitiser. Wash, rinse thoroughly and dry. cleaned later: see below.
2.
This should be Titan sanitiser Sponge/cloth Dry cloth Replenish used or soiled glassware with sanitized Handle chipped or cracked glassware properly by glassware as per hotel policy. disposing in the correct bin. See special cleaning for periodic sanitising. Replace coasters or stan-caps if used or soiled. Return all items to original vicinity.
3. 4.

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THE MANUAL
TASK 9 : Clean ashtrays

OPERATIONAL DEFINITION: All ashtrays are shiny, free of debris and ashes, chips, smudges and dust. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical

Titan Sanitiser & cloth
Place ashtrays in the basin. Wash thoroughly with Wash ashtrays separately from other china. sanitiser and water. Dry completely. Return ashtrays to original vicinity.
2.

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THE MANUAL
TASK 9 : Clean ice bucket & tray

OPERATIONAL DEFINITION: Entire ice bucket and tray are free of odour, dust, dirt, smears, smudges, scratches, tears, water, ice, debris, mould, mildew, water spots and discolouration and placed appropriately in room. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical

Titan sanitiser (interior only) R3 (exterior) Clean cloth / sponge
Using a damp cloth, wipe ice bucket inside with Never use an alternate chemical on the inside of ice sanitiser & out side with general cleaner bucket, as the plastic liner of the bucket will hold Rinse thoroughly. chemical residues. Sanitiser is used as ice is classed Dry all surfaces. as food substance. Never use scourers on exterior or interior, as this will cause scratches that will absorb chemical residue.
2.
Using a damp cloth, wipe the tray and buff dry with clean cloth.
Clean cloth

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THE MANUAL
TASK 9 : Clean filter coffee maker

OPERATIONAL DEFINITION: Coffee makers sparkling, shiny, sanitary and free of hair, discolouration, water spots, stains, lime/water deposits, coffee grounds, chips and cracks. Cords have no frays. Each arrangement laced in accordance with hotel standards. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1. Turn coffee maker off and unplug.
Tips/Why
NEVER CLEAN ELECTRICAL EQUIPMENT WITH WATER.
Tools & Chemical
2.
Remove empty filter basket and pot and place in basin to soak in diluted Titan sanitiser. Clean the outside of the coffee maker. Never use scourers on exterior or interior, as this will cause scratches that will absorb chemical residue.
Titan sanitiser
3.
R2 & sponge
4. 5.
Soak glass receptacle in sanitiser. Scrub filter basket and pot with the appropriate tool. Rinse filter basket and pot with hot water, dry and replace.
Titan Sanitiser & cloth Sponge Clean dry cloth

21
THE MANUAL
TASK 9 : Clean kettle

OPERATIONAL DEFINITION: Kettle sparkling, shiny, sanitary and free of hair, discolouration, water spots, stains, lime/water deposits, coffee grounds, chips and cracks. Cords in good condition. Each arrangement placed in accordance with hotel standards. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1. Turn kettle off, and unplug.
Tips/Why
NEVER CLEAN ELECTRICAL EQUIPMENT WITH WATER.
Tools & Chemical
2.
Clean outside kettle. Wipe cord. Reposition kettle on tray and arrange cleaned china. See special cleaning for de-scaling.
Do not use scourers as these will scratch and Either R2 or R3 Cloth damage kettle.
3.

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THE MANUAL
TASK 9 : Clean bathroom pedal bin & waste paper bin

OPERATIONAL DEFINITION: Pedal bins should be emptied and clean, free of odour stains spots streaks, scratches, hairs, dents. The inside plastic insert / container should be clean as above. The pedal bin should be in good condition with the flip top lid operational. Replace when rust appears.
Methods
1. Remove plastic insert / container from bathroom pedal bin and place in bath. Fill with sanitiser and water. Thoroughly clean the plastic insert and dry.
Tips/Why
Tools & Chemical

Titan Sanitiser
2.
Sponge Clean dry cloth
3.
Damp wipe exterior of pedal bin, paying special Check pedal bin is fully operational and that lid lifts and Sponge attention to mechanism and foot pedal. closes securely. Take waste paper bin and damp wipe exterior and Removes odour and residue. interior with cleaning chemical applied to sponge. Wipe dry. R2 & sponge
4.

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THE MANUAL
TASK 10 : Clean basin, vanity, tiles, walls & doors

OPERATIONAL DEFINITION: Vanity area, basin and Mastic will be free of hair, dirt, dust, streaks, smudges, fingerprints, hard water marks, lime deposit, mould, soap build-up, water spots, residue, discolouration, chips and peeling. Mastic will be consistently smooth, even, and consistent in colour. Fixtures will be sparkling, shiny, polished, free of hair, unpitted, unscratched, turn easily and without visible rust. Basin plug will hold. Taps and handles function properly, with no drips or leaks. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical
In an occupied room move items so that all areas can Never mix up bedroom and toilet cleaning cloths: R2 & sponge be cleaned thoroughly. always keep cloths separate. Spray cleaning chemical directly onto sponge and Never use a scourer on chrome. proceed to clean surfaces. Scrub and wipe down entire surface of vanity and basin, including hardware under basin and all fixtures.
2.
Dry and polish all surfaces with clean, soft cloth. Make sure drain stop is in open position. Dry and buff chrome. In occupied rooms, replace guests personal items and straighten as per Brand standard.
Clean dry cloth
3.

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THE MANUAL
TASK 11 : Clean tiles, shower areas, bath, fixtures & mirror

OPERATIONAL DEFINITION: Tiles, walls, shower curtain rod and grouting will be free of hair, debris, scum, stains, discolouration, rust, odour, mould, scratches, chips, cracks, soap film, lime and/or hard water deposits. Grouting will be smooth, even and consistent in colour. Fixtures will be sparkling, shiny, polished, free of hair, unpitted, unscratched, turn easily, with water temperature flow according to fixtures markings and with no visible rust. Bath plug / strainer mechanism operates effectively and both hold and release water. Bath drains freely. Tap handles function properly with no drips or leaks. Shower curtain and liner are crisp, clear, clean, free of wrinkles, mould, soap scum, hair, tears, rips, and frayed edges. Hooks are present for every eyelet. Curtain is presented as hotel specific standards dictate. Mirrors to be smear and finger print free, not de-silvered. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical
In occupied rooms, place guest items left in bath or To ensure that all surfaces are cleaned. shower on the vanity. Open soap should be removed from the soap dish to facilitate cleaning. Replace If departure room follow lost property procedure for items found in the bath area. according to Hotel Brand standards. Apply cleaning agent to swivel mop head and clean tiles from top to bottom. OR Place used towel / rubber mat in the bath to stand on to clean the tile walls. Apply cleaning chemical onto sponge and clean the paintwork, bath, surfaces, chrome fittings, shower curtain and fixtures. When cleaning tiles above shoulder height use a long R2 Telescopic cleaning mop handled tool to prevent strains from overreaching. or NEVER USE STEPS OR LADDERS FOR BATHROOM Swivel head flat mop CLEANING. R2 & sponge
2.
3.

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THE MANUAL
Methods
Scrub all fixtures including shower head, taps, bath stopper, shower curtain liner, and soap dish(es). See special cleaning for quarterly descaling and disinfection. This is a fire life safety / legal requirement. 4. Rinse walls/tiles, all fixtures including shower head, taps, bath stopper, shower curtain liner, and soap dish(es) with clean water. Use shower hose to rinse if applicable. See special cleaning for weekly sanitising and for Jacuzzi cleaning. 5.
Tips/Why
Tools & Chemical
Follow steps as above for rooms with separate showers When bathroom contains separate shower. Apply cleaning chemical to sponge, clean shower doors and tracks etc. Use showerhead to rinse, wipe down and dry thoroughly.
R2 and sponge. Dry cloths
6.
Dry and polish all fixtures and surfaces (including Customer feedback indicates that a bathroom free of Dry cloths shower curtain rod) with a clean cloth. mould/mildew is a critical indicator of cleanliness. Prevention of moulds/mildew requires the elimination of moisture, soap scum and body oils. Check drain closure is working properly. Leave drain Follow hotel specific reporting procedures. open. Check clothesline for cleanliness and proper working order. Check for leaks and drips.
7.

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THE MANUAL
Methods
8.
Tips/Why
Tools & Chemical
9.
In occupied rooms replace any personal items and/or amenities originally removed from the shower/bath area. Return opened soap to the cleaned, dry soap dish. Hooks are present for every eyelet and hook closures Present shower curtain as Hotel standard. face into the bath. Remove soiled curtain as needed. Ensure that curtain is placed with seams facing inside of bath. Recommended to leave curtain in middle to allow air circulation. Spray clean cloth with cleaning chemical and clean mirrors from top to bottom, then buff. Replace shower curtain if removed. R3 & clean cloth
10.
11.

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THE MANUAL
TASK 12 : Clean toilet

OPERATIONAL DEFINITION: Toilet is free of hair, debris, scum, waste build up, stains, discolouration, dust, odour, mould, burns, scratches, chips and cracks. Toilet will flush properly, seat is secured and in place. No leaks, no running water. Fixture is shiny, sparkling and sanitary. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1. 2. Listen for running water and look for leaks.
Tips/Why
Follow hotel specific reporting procedures.
Tools & Chemical
Cleaning chemical already poured around toilet bowl in This time also allows the chemical to begin attacking step 3 and has now had time for cleaning agent to the surface soils so that less aggressive cleaning is work. required. Clean inside bowl with toilet brush thoroughly, pay special attention under rim. Toilet brush
3.
4.
Apply cleaning chemical to sponge and wipe all exterior Clean toilet seat and lid with non-aggressive cleaner. R2 & sponge surfaces including handle pipes and fixtures. Ensure all Special attention should be paid to hinges. Soft Separate cloths for toilet parts of toilet / seat are secure, dry and in good cloths should be used on all chrome seats and chrome. condition. Flush to remove all chemicals. Lid and seat are to be left down on completion.
5.

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THE MANUAL
TASK 13 : Replenishing bathroom linen & supplies

OPERATIONAL DEFINITION: Linens should be fresh, clean and stain free. All standard supplies should be fresh, clean, and free of stains, cracks, dents, spots, discolouration and arranged according to hotel specifications. Partially used items are left in occupied rooms and replaced upon departure. See Brand standard and manual for minimum amenities for all configurations of guest rooms. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1. Replace all bathroom linen and present as per Hotel standard/specification
Tips/Why
Tools & Chemical
2.
Remove amenity packages from tray / basket. Empty Ensures daily quality and cleanliness. amenity holder, damp dust, clean and restock. Check amenities to determine usage and condition. Replace any package that does not meet operational definition. In departure rooms, replace all items as per Brand Standard. In occupied / stayover rooms, leave used items and replace as necessary.
R2 Clean cloth
3.
4.
5.
Arrange amenities according to Brand standards.

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THE MANUAL
TASK 13 : Cleaning and replacing facial tissues and toilet tissue

OPERATIONAL DEFINITION: Facial tissue will be maintained with point-fold on top tissue. Facial tissue is dry unmarked by water spots, in a covered and wall mounted or mobile container. Container is free of hair, scratches, cracks discolouration, stains, dust, dirt, chips and residue. Toilet tissue faces out, rolls freely from the top, point facing down, and never with less than 1/3 of roll in place, unmarked by water spots. Toilet tissue dispenser / holder shall be secured, shiny, polished, free of dust, scratches, dents, smudges, discolouration and marks. A minimum of two rolls of toilet paper per room is required. Follow safety guidelines for all cleaning products and wear gloves. Methods
1. Using a cloth dampened with cleaning chemical, wipe facial tissue holder. When coloured flag sheet is visible replace tissue. Fold top tissue in a V point fold. Toilet tissue should cascade over the roll, facing the guest. Replace toilet tissue if roll is less than full. Fold end of tissue into a V (point fold) with edges folded underneath. Damp wipe toilet tissue holder. Ensure toilet tissue is Follow hotel specific reporting procedures. secured. Part used toilet rolls may be utilised in the employee restrooms and locker rooms. Place an additional roll of toilet paper for replacement. Place according to property specifications. Remove unused toilet/facial tissue according to hotel procedures. R2 & cloth
Tips/Why
Tools & Chemical

R2 & cloth
2.
3.
4.

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THE MANUAL
TASK 14 : Clean bathroom floors

OPERATIONAL DEFINITION: Floor should be shiny, sparkling, sanitary, free of hair, debris, dirt, towels, scuff marks, footprints, spots, stains, discolouration, chips, cracks, broken tile, mould, mildew, water, and missing grout. Mastic and grout will be smooth, even, and consistent in colour. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1. Spray floor with chemical cleaner and wipe with cloth or swivel head flat mop, starting from the farthest corner and working towards the bathroom door. Scrub skirting boards as you go, paying special attention to areas around toilet, behind doors, and in corners.
Tips/Why
Tools & Chemical

R2 & cloth Or Swivel head flat mop R2 & cloth Or Swivel head flat mop
2.
3.
Use a clean cloth and dry the entire floor, moving from Thorough removal of moisture, body oils and soap Cloth farthest corner and working toward the bathroom door. scum is critical to prevention of mould / mildew growth. Replace bin. Any broken chipped tiles, caulking or grout that is not consistent smooth, even, should be reported using hotel specific reporting procedures. Customer feedback indicates that total removal of hair in the bathroom is critical indicator of cleanliness.

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THE MANUAL
TASK 15 : Clean furnishings DAMP DUSTING

OPERATIONAL DEFINITION: All furnishings including all vents, nightstands, headboards/posts/frames, tables, desks, chairs, sofas, clothes/valet stands, alarm clock / radios, televisions and telephones are free of dust, dirt, smudges, spots, frayed edges, scratches, discolouration and tears. All corners and crevices are free of dust and debris. Furniture is positioned according to hotel floor plan. Follow safety guidelines for all cleaning products and wear gloves. Methods
1.
Tips/Why
Tools & Chemical
Walking the room in a circle use a cloth dampened with Cleaning solution should be applied lightly and evenly R2 (hard surfaces only) cleaning chemical to damp dust all non-wood surfaces. onto dusting cloth rather than directly on to the surface. Clean cloths Start at the highest level i.e. the tops of all artwork and Report any furniture damaged or in need of repair, work down to skirting boards. following hotel specific reporting procedures. Damp dust inside all drawers, top of minibar and so on In occupied rooms, straighten guests personal items as R2 & cloth you clean. Do not disturb valuables such as laptop, around the room briefcase, mobile phones, jewellery and money, etc. Damp dust all skirting boards and wall coverings. Scour pads are not recommended for paper or cloth Remove any visible high dust and cobwebs. Report wall coverings on baseboards. Pink spots and buckling reveal humidity and mould growth behind the wallpaper. tears, damage and discolouration. Follow hotel specific reporting procedures. Pay special attention to the corners and skirting boards. For edges of carpeting along skirting boards and furniture use vacuum. For wood finishes polish should be used.
Vacuum
The cleaning product should be applied lightly and R4 & clean cloth
32
THE MANUAL
Methods
Tips/Why
evenly to the dusting cloth rather than directly on the furniture. For removal of heavy wax build up see special cleaning section.
Tools & Chemical
2.
Damp dust both sides of all doors, doorframes and hinges to remove any marks. Polish all hinges, doorknobs, hardware, tracks and door number, if present.
Check entry door closes easily by
R4 for wood surfaces & cloth R2 & cloth
Check all locks and deadbolts to ensure proper working Follow hotel specific reporting procedures. condition. Check that the peephole is clean, clear, and secured. Check that fire instructions safety and exit information relevant to floor are present. Report if permanently stained, missing, or damaged. Check that safety chains, dead bolts and spy holes are present and in good order. Ensure that the Do Not Disturb card, the Special Assistance card and Conserving for Tomorrow card (if applicable) are on the inside doorknob. Replace if worn. 3. Lampshade: The seam should be level and facing the NEVER DAMP DUST A LIGHT BULB. back Television: When cleaning television use caution not to hit the off button. Do not spray cleaner directly onto the television surface; spray cleaner onto
R3 & cloth
33
THE MANUAL
Methods
cleaning cloth. Ensure that the television literature is placed according to property specific standards. TV to be left on stand-by. Never attempt to lift TV, always slide across surface to ease cleaning. Damp wipe all remote controls. Telephone: Damp dust all surfaces and cable, paying special attention to the handset and the buttons on the base. Remote control & telephones: should be sanitized in departure rooms. Trouser press: Damp dust top, front and sides Plasma screen TV: Damp wipe with cloth and water AC Unit: Damp dust or feather flick grill 4. 5. Replace all literature in its original position.
Tips/Why
Tools & Chemical
Pull out pillows and cushions from the chairs and sofa Always wear rubber gloves or use a thin nozzle Vacuum edging tool & to vacuum and damp wipe. Check all cushions for vacuum attachment when checking grooves in soft damp cloth. tears, frayed areas and stains. furnishings. Report any upholstered furniture in need of deep cleaning or shampoo according to hotel specific reporting procedures.
6.
Fluff cushions and replace.

34
THE MANUAL
TASK 15 : Clean furnishings HAIRDRYER

OPERATIONAL DEFINITION: Hairdryer cord should be wrapped and not frayed. Unit is free of hair, screen free of lint, there are no chips, fingerprints, smears, smudges, discolouration, cracks, or marks. When switched to the on position, unit produces a warm to hot airflow. Follow safety guidelines for all cleaning products and wear gloves. NEVER USE WATER DIRECTLY ON ELECTRICAL EQUIPMENT.
Methods
1. Switch on hair dryer and check operational. Check filter not clogged with hair and debris.
Tips/Why
If not operating correctly, follow hotel specific reporting procedures.
Tools & Chemical
2.
TURN OFF and unplug if applicable. Use damp cloth As a safely precaution unit should be unplugged with cleaning chemical to wipe down entire unit, prior to cleaning. including cord.
R2 or R3 & cloth

35
THE MANUAL
TASK 15 : Clean furnishings - WARDROBE

OPERATIONAL DEFINITION: All surfaces of the wardrobe, including the carpet/floor, walls, shelf, rod, hook, luggage rack, hangers and doors, are free of dust, smudges, smears, scuff, frays, stains, discolouration, debris, chips, and broken pieces. Coat hangers are visible and follow hotel quantity standard. Laundry bag and lists are as per hotel specific standard. As per Brand standards each wardrobe will contain an iron that heats properly and is free of water, hard water deposits and full-sized ironing board that opens and closes easily, without burns. The shelf, rod, rail and hooks are secured firmly to the wall. Door opens smoothly and easily, and closes completely. Door hardware and tracks are clean and shiny. Follow safety guidelines for all cleaning products and wear gloves.
Methods
1.
Tips/Why
Tools & Chemical
For departure rooms, check for guest objects left in If any items are found in departure rooms follow hotel specific procedures for lost property. wardrobe. If the room is occupied do not disturb guest items. Check that two laundry bags are present and replace if necessary. Also ensure two sets of laundry and dry cleaning lists are present as per Hotel specific standard
2.
Damp dust the top shelf, bar, walls, and inside the For high dusting use a duster or vacuum cleaner with wardrobe using a cloth dampened with cleaning attachments. chemical. Check the walls and wipe down with a cloth dampened To remove scuffs, marks, and dirt smudges. with cleaning chemical. For stubborn stains see special cleaning
R2 & cloth Vacuum cleaner with attachments R2 & cloth
3.

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THE MANUAL
Methods
4.
Tips/Why
Tools & Chemical
Empty water from the iron if applicable and wipe it free Residual water will stain clothes. If iron is damaged from any spots. Hang the iron in the organizer. Ensure then remove from room and follow reporting that cord is wrapped around iron and safety catch on procedures. iron is secure. Refer to special cleaning section for de-scaling.
5.
Check the ironing board and wipe it clean of any Replace broken ironing boards, and stained or burned smudges. Check the cover for stains or burns. Place covers. iron and board on organizer for storage. Check that the luggage rack is in good working condition. Wipe it down with a cloth dampened with cleaning chemical. In departure rooms, fold it and store it in closet. In occupied rooms, do not disturb the placement of luggage racks.
R2 & cloth
6.
R2 & cloth
7.
Check hangers. Replace any broken ones. Remove wire or plastic hangers in departure rooms.
8.
Place an extra pillow in pillowcase with an envelope fold on shelf in plastic zip bag as per Brand standard Close doors after process is complete. Report any malfunctions, inoperative equipment, or maintenance needs according to hotel specific reporting procedures.
9.

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THE MANUAL
TASK 15 : Clean furnishings - SAFE BOX

OPERATIONAL DEFINITION: Safe box should function properly and be left open in departure rooms. Box will be free of scratches, dust, marks, smudges, fingerprints, debris and spots. Follow safety guidelines for all cleaning products and wear gloves
Methods
1. Check safe box in working order in departure rooms.
Tips/Why
If the safe is locked or items left inside box, follow hotel specific reporting guidelines.
Tools & Chemical
2.
Apply cleaning solution to cloth and damp dust the exterior and interior of the safe box. Check instructions for operating safe are available in Guest has details on how to operate to hand. safe. Leave door ajar.
R2 & cloth
3.

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THE MANUAL
TASK 16 : Clean mirrors & glass surfaces including artwork & tables
OPERATIONAL DEFINITION: All surfaces are shiny, clear, free of spots, fingerprints, hair, de-silvering, dust, cracks, smudges, and dirt.
Methods
1.
Tips/Why
Tools & Chemical
Spray cleaning cloth with glass cleaner, walking the Never spray chemical directly onto artwork as this R3 & cloth room in a circle clean all glass and mirrors. Clean may damage the art piece. Always use minimum chemical on a lint free cloth. Never wash cloths with surfaces from top to bottom. fabric conditioners as this will cause streaking. Sponge pad can be used for heavy build up.
2. 3.
Dry surfaces from top to bottom with soft cloth. Report any safety, security, or maintenance needed, Follow hotel specific reporting procedures. including de-silvering, if not already reported.
Clean cloth

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THE MANUAL
TASK 17 : Clean windows, double-glazing & sills

OPERATIONAL DEFINITION: All surfaces are shiny, clear, free of streaks, fingerprints, dust, cracks, scratches, smudges, and dirt.
Methods
1. Damp dust / wipe window, frames, and tracks.
Tips/Why
Smooth operation of double-glazing.
Tools & Chemical

R3 & cloth
2.
Damp wipe inside window with glass cleaner & buff dry. Reach to arms-length only. Remove heavily soiled marks
If window needs thorough cleaning report as per hotel R3 & cloth procedures.
3.
Check that window restrictors are present and Follow hotel specific reporting procedures. operational, if not follow Fire, Life and Safety procedures. DISCLAIMER NOTICES MUST BE VISIBLE. Report any safety, security, or maintenance needs.

40
THE MANUAL
TASK 18 : Replenish guest room supplies

OPERATIONAL DEFINITION: All standard supplies are at par, fresh, clean, and free of stains, dust or tears and arranged according to hotel specifications daily. All literature is current and up to date. See Brand standards for supplies and quantities.
Methods
1. Based on hotel standards, place each amenity in its proper place. Replenish and arrange all condiments, literature and writing supplies. All items should be clean, free of tears, marks, spots, and stains. See Brand Standards Operating Manual for correct amenities and quantities.
Tips/Why
Tools & Chemical

Guest room amenities
2.
3.

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THE MANUAL
TASK 19 : Vacuuming floors

OPERATIONAL DEFINITION: All carpeted areas, including the closets are vacuumed daily. All carpets are free of dust, debris, stains, spots, burns, threads, bald spots, discolouration, without buckles or wrinkles, and free of visible footprints. Refer to Manual Handling Procedures when moving furniture.
Methods
1.
Tips/Why
Tools & Chemical
Start at corner farthest from entry door and vacuum out To avoid trips and falls always push and pull vacuum Vacuum & edging tool. including edges and corners and tight areas between with one hand while holding the cord safely out of the furniture. way. Maintain continuous eye contact with the surface The task is not just simply to pass the vacuum cleaner being vacuumed. If some debris is not being picked over the carpet but remove dirt and debris from the up by vacuum, re-vacuum (even using the edge tool) or carpet. pick up by hand, using care. Use edging tool of vacuum or piping tool to clean the edges of carpeting along skirting boards and behind and along base of furniture.
2.
Vacuum under beds, move or tip lightweight pieces of Remove foreign objects first. furniture including chairs, tables, and lamps and vacuum underneath. Note spots: remove or report spots or stains For additional information, see notes in special cleaning section. immediately. If carpet is heavily soiled follow hotel reporting procedures.
Vacuum & edging tool
3.

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THE MANUAL
Methods
4.
Tips/Why
Tools & Chemical
Arrange curtains and nets so that they are neat and Allows maximum natural light into room. tidy. Vacuum bathroom floor, paying particular attention to To remove hairs and debris corners, skirting boards and edges. Vacuum & edging tool
5.

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THE MANUAL
TASK 20 : Report room as ready using your normal hotel procedure, switch lights off & close door
OPERATIONAL DEFINITION: Check that all surfaces are free of dirt, dust, fingerprints, smears, smudges, dirt, cracks, scratches, and scuff marks. All mechanisms work easily and securely; entry doors are self-closing and non-slamming. All fittings and tracks are shiny, free of dust, scratches, discolouration and marks. Lights are switched off. Follow safety guidelines for all cleaning products and wear gloves Methods
1. Conduct final visual check. Switch off lights. If energy savers in situ follow hotel specific guidelines. 2. Key in telephone room completed status if applicable. Do not dial a room back if there is a maintenance issue or repair required. For example, if a light bulb is If anything is present that may cause the guest not working, or the TV is out of order, if the bed is broken, or the toilet seat is broken, if there is a flood or discomfort then the room should not be dialled back. the carpet is stained. All rooms should be dialled back by the end of the day; the Housekeeping office should have been made All maintenance defects should be reported to the aware of any rooms that have not been dialled back Engineering / Maintenance Dept., and the room only dialled back when the problem has been rectified. and why. Anything more significant than equipment not working or a fixture broken should also be reported to the Housekeeping office. Close door ensuring self-closing mechanism works. Check door closed securely. For guest safety and security.
Tips/Why
Tools & Chemical
3.

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THE MANUAL
Methods SPECIAL CLEANING

IF IN DOUBT ALWAYS CONTACT YOUR JOHNSON DIVERSEY REPRESENTATIVE FOR ADVICE, OR CUSTOMER SERVICES ON FREE PHONE 0800 525525.
Task Skirting Boards Surface All Chemical R2 Tool(s) White/blue Soft Scour Pad and Drying Cloth Bonnet, 175 RPM Floor Machine, Pump Sprayer Background Green pads may be too aggressive for vinyl baseboards. The soft scour pad wont scratch the baseboards. Vacuum area thoroughly. Spot Clean any stubborn stains. Pre-Spray; leave for a few seconds. Rake Bonnet Buff with floor cleaner. Rake. If necessary, revacuum, especially new carpets. Permanent staining of polished marble may require aggressive resurfacing method using diamond grinding or a poultice. Only as last resort. If dust is found use vacuum cleaner with upholstery tool. If spots are found, send down to laundry. Hand wash in mild detergent and line dry. Allow 10 minutes dwell time for pre-spray. Make first pass with solution, brush, and vacuum on. Make second pass with only the vacuum on to pick up excess water. Gum Remover comes in either aerosol or liquid form. Use the one that best meets your needs. First treat by holding bag of ice on gum to freeze and remove with knife prior to treating.
Bonnet Buffing
Carpet
Enhance Foam cleaner
Coffee, Soda or Orange Juice Stains Curtains and Nets
Polished Marble
Jon Stone
Cloth and clean, warm water to rinse Resurfacing Vacuum Cleaner with Upholstery Tool
N/A
Taski Fresh
Extraction Cleaning
Carpet
Enhance Carpet Extraction cleaner Taski Tapi Antigum
Pump Sprayer and self-contained Extractor Putty Knife
Gum
Carpet

45
THE MANUAL
Task Hair dye
Surface All
Chemical Speak to your Johnson Diversey Representative R2 R8
Tool(s)
Background
Hairdryer Iron
All Teflon Faceplate
Damp cloth To remove hard water build up that can cause clog in steam vents and stain guests clothing. Brush Empty the Jacuzzi. Put 125 ml in 5l of water, or equivalent dosage, apply solution to brush and remove tidemarks. Apply with brush to all remaining areas and leave for 5 minutes. Rinse with clean water. See special mildew section.
Jacuzzi
Taski San Z15
Mould / Mildew Rust Removal All (except marble) All All Speak to your Johnson Diversey Representative
Body Fluid Sharps (needles, syringes etc.) Kettle De-scaling
Refer to Risk Management Information Site, Staff Safety Refer to Risk Management Information Site, Staff Safety
R8
Pour 100ml of R8 into kettle. Add cold water to maximum fill mark. Leave overnight then empty and rinse thoroughly with cold water. Put all glassware and china through dishwasher using sanitiser.
Dishwasher
TBC

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THE MANUAL
Task Showerhead Descaling and Disinfecting
Surface
Chemical Titan Chlor Tab
Tool(s)
Background Remove showerhead from water supply hose. Disassemble showerhead. Rinse rubber seals with clear water and keep secure Fill a clean bucket with 5 Litres of fresh water and dissolve 1 tablet (minimum 300 PPM of available chlorine) Rinse filters or screens to remove grit or debris. Place showerhead, body and all parts in solution. DO NOT soak seals. Allow to soak for up to 30 minutes. Thoroughly rinse all parts with clear water. Use a soft brush to remove any scale residues Using a lint free cloth dry all parts and re-assemble the showerhead. Refit all seals. Re-connect shower head to water supply hose Dry and polish surrounding fittings with a cloth to avoid water spots. Descale and disinfect every 3 months. To be documented. Fire life safety / legal requirement.
Vents Handset/remote
All
R2
Cleaning Cloth
To remove any build-up of dust, soil, and grime from vents.

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THE MANUAL
IClean Soft Furnishing Cleaning Frequency Guidelines

Always read cleaning instructions or specifications carefully Mattress Underblanket Blankets Duvets Pillows Nets / sheers Heavies Carpets Cushion Cushion cover Shower curtains Vacuumed quarterly. Water extract / sanitised if soiled. Dispose of in extreme circumstances, for example in the case of evidence of Bed Bugs Clean quarterly and sooner if soiled. Purchase new if cleaning cost higher than replacement cost Clean quarterly and sooner if soiled. Purchase new if cleaning cost higher than replacement cost Clean twice per annum. Dispose of if soiled. Purchase new if cleaning cost higher than replacement cost Clean twice per annum. Dispose of if soiled. Purchase new if cleaning cost higher than replacement cost Clean bi annually or sooner if soiled (dependent on Smoking / Non Smoking Rooms and type of sheer) Clean annually or sooner if soiled Extracted annually, bonnet buff as and when required Clean annually or sooner if soiled Clean quarterly or sooner if soiled, dependent on fabric. Purchase new if cleaning cost higher than replacement cost Wash a minimum of 4 weekly, sooner if soiled / stained / marked

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THE MANUAL
Prevention and removal of mould / mildew

What is Mildew / Mould?
Mildew/mould is a live fungus. It needs three things to survive: dark conditions, damp conditions and a food source. Humidity and moisture are key to the growth of mould/mildew. The typical guest bathroom provides the perfect environment for growth (reproduction); dark, moist surfaces, a humid environment and lots of food (i.e., soap scum and body oils). Moulds/mildews will grow in the grout or on paint. Usually common cladosporium is found in these areas. The growth occurs when washing neutralizes the grout or the mildecides found in mildew resistant grouts are leached out through aging.
Prevention
Speak to your Cleaning Representative for the appropriate cleaner Johnson Diversey Grout RESTORER. Treating and removing moulds and mildews is more difficult than preventing them. Mildew starts out in a vegetative state. (In many cases you cant visually see it). In this state, it can be controlled with cleaners such as R2 and physical agitation. Using the proper tool is critical. A white hand pad may be aggressive enough, or you may have to use a green pad. If the grout line is recessed, a brush will be necessary. Daily cleaning with a disinfectant cleaner that has been allowed to dwell on the surface for approximately ten minutes is the most effective step to prevent the growth of mould/mildew. Thorough drying along grout lines and in corners, to eliminate the moisture, is also a critical preventive step. Steam Cleaning is also a good method to remove mould / mildew from tough corners grouting. Proper housekeeping procedures are key to the prevention of mould/mildew. Through proper daily cleaning you can keep the mildew in check. The cleaning process itself eliminates the food source (soap scum and body oils). Thorough drying removes the moisture source. Once mould/mildew is visible, you have a special cleaning task at hand.

49
THE MANUAL
Removal
If not controlled through proper daily cleaning, disinfecting and drying, mildew goes into a spore state (very visible, typically seen as discolouration in the grout or pink red staining on shower curtains). In this state, mildew is extremely hard to remove. There are two options: 1. Bleach-type product (Titan Sanitiser) 2. Re-grouting of tiles in mildew areas
1. Bleach Type Product (Titan Sanitiser):

Bleach-type products work very effectively on mild infestations of mildew. Regular use of bleach or similar products is not recommended. These products should be used for problem situations or deep cleaning program. There are some strong negatives associated with using bleach: a. Dissipating bleach fumes in poorly ventilated area is difficult. Typically guest bathrooms are small, confined areas with ventilation that is inadequate to dissipate bleach fumes. Even in very well ventilated areas (with doors and windows open) the bleach fumes can make the room unpleasant for sometime. b. Room Attendant personal hazards:
!
Bleach fumes are unpleasant and may irritate a room attendant. Proper protective equipment including gloves and eye/face protection must be issued. Bleach cannot be mixed with acids. When mixed, bleach and acid give off a dangerous gas which is hazardous to staff. It is not uncommon to have residual acid in the drain trap. This could remain from previous cleaning efforts. Mixing bleach with ammonia-based product will produce a toxic and lethal gas.

50
THE MANUAL
c. Most professionals believe that long term use of bleach on calcium based grout can dry it out causing premature decay. In the long term, this could actually encourage the re-growth of mould/mildews. d. If accidentally spilled on the floors or carpet, bleach will permanently discolour the surface.
2. Re-grouting (Johnson Diversey Regrout):

When proper cleaning and disinfecting techniques have not been followed and mould/mildew growth is prevalent, bleach and acids may not be effective. Re-grouting may be the only option. The key to re-grouting is thorough removal of all old grout so that no mildew spores remain. This is a time consuming and expensive option. Proper disinfecting* and cleaning techniques are critical to the prevention of moulds and mildew.

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THE MANUAL
Care and Cleaning of natural stone surfaces:

CARE AND CLEANING FOR NATURAL STONE SURFACES. JD JON STONE SYSTEM
Know your stone Natural stone can be classified into two general categories according to its composition: siliceous stone or calcareous stone. Knowing the difference is critical when selecting cleaning products. Siliceous stone is composed mainly of silica or quartz-like particles. It tends to be very durable and relatively easy to clean with mild acidic cleaning solutions. Types of siliceous stone include granite, slate, sandstone, quartzite, brownstone, and bluestone. Calcareous stone is composed mainly of calcium carbonate. It is sensitive to acidic cleaning products and frequently requires different cleaning procedures than siliceous stone. Types of calcareous stone include marble, travertine, limestone, and onyx. What may work on siliceous stone may not be suitable on calcareous surfaces. How to tell the difference A simple acid sensitivity test can be performed whether a stone is calcareous or siliceous. You will need a few drops of vinegar and an eyedropper. Because the test may permanently etch the stone, elect an out of the way area (a corner or closet) and several inches away from the mortar joint. Apply a few drops of vinegar to the surface of the stone on an area about the size of a quarter. If the stone is calcareous, the vinegar will etch the stone. If little or no reaction occurs, the stone can be considered siliceous. Rinse the area thoroughly with clean water and wipe dry. This test may not be effective if surface sealers or liquid polishes have been applied to surface. If an old sealer is present, chip a small piece of the stone away and apply the vinegar to the fractured surface. If in doubt, contact your stone installer. Floor Surfaces Dust mop interior floors frequently using a clean non-treated dust mop. Sand, dirt, and grit do the most damage to natural surfaces due to their abrasiveness. Mats or area rugs inside and outside an entrance will help to minimize the sand, dirt, and grit that will scratch the stone floor. Be sure that the underside of the mat or rug is a non-slip surface. Normally, it will take a person about eight steps on a floor to remove dirt from the bottom of their shoes.
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THE MANUAL
Other Surfaces
Clean stone surfaces with a few drops of neutral cleaner, stone soap (available at hardware stores or stone dealers) or a mild liquid dishwashing detergent and warm water. Do not use products that contain lemon or orange or other acids on marble or other calcareous stones. Use a clean rag mop on floors and a soft cloth on other surfaces. Too much cleaner or soap may leave film and cause streaks. Rinse the surface thoroughly after washing with the soap solution and dry with a soft cloth. Change the rinse water frequently. Do not use scouring powders or creams; these products contain abrasive that may scratch stone. To remove soap scum, use a non-acidic soap scum remover or a solution of ammonia and water (half cup to a gallon of water). Frequent or over-use of an ammonia solution may dull the surface of the stone. Vanity tops may need to have a penetrating sealer applied. Check with your installer for recommendations. Blot the spill with a paper towel immediately. Dont wipe the area, it will spread the spill. Flush the area with plain water and a mild soap and rinse several times. Dry the area thoroughly with a soft cloth. Repeat as necessary. If the stain remains, refer to the stain section. Oil based: (grease, tar, cooking oil, milk, cosmetics) An oil based stain will darken the stone and normally must be chemically dissolved so the source of the stain can be flushed or rinsed away. Clean gently with a soft, liquid cleanser with bleach or household detergent or ammonia or mineral spirits or acetone. (At no time should these products be mixed!) Organic: (coffee, tea, fruit, tobacco, paper, food, urine, leaves, bark, bird droppings) May cause a pinkish-brown stain and may disappear after source of the stain has been removed. Outdoors, with the sources removed, normal sunlight and rain action will gently bleach out the stains. Indoors, clean with 12% hydrogen peroxide and a few drops of ammonia. Biological: (algae, mildew, lichens, moss, fungi) Clean with dilute (1/2 cup in a gallon of water) ammonia or bleach or hydrogen peroxide. Do not mix bleach and ammonia. This combination creates a toxic and lethal gas! Ink: (magic marker, pen, ink) Clean with bleach or hydrogen peroxide (light stone only!) or lacquer thinner or acetone (dark stones only!)
Bath and other wet area
Vanity top surfaces Spills and Stains
Stain removal

53
54
Example Maintenance Checklist

As part of the One and Only Way system the responsibility for reporting maintenance moves from the Housekeepers to the Room Attendants. This is an example checklist that can be used by the Auditors when they are auditing cleaned rooms to make sure that all key items of maintenance have been reported. You should amend this checklist to reflect key issues in your own hotel.
Item 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. Door not self-closing Shaving mirror loose Soap dispenser loose Toilet blocked Toilet flush plate loose Shower hose/head damaged Bathroom door pelmet loose Bedlights OOO Bedlight shade damaged Standard lamp OOO Standard lamp shade damaged Table light OOO Remote control OOO Remote control missing TV OOO Iron/board missing Iron needs cleaning Carpet dirty Throw missing Damp smell
Date item reported To Maintenance (dd/mm/yy)
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THE MANUAL
Summary of Johnson Diversey Cleaning Chemicals

Product
R1
Purpose
Daily toilet bowl cleaner
Method
Apply undiluted to wet surface. Allow at least 10 minutes contact time and then use brush or sponge pad to remove difficult stains. Apply undiluted to cloth or sponge. After cleaning rinse area with water and dry with clean cloth. Apply undiluted to a soft, lint-free cloth and wipe surface clean. Buff for extra shine. Apply undiluted to a soft, lint-free cloth and clean. Buff for high gloss. For kettles: pour 100ml into kettle. Add cold water to maximum fill mark. Leave overnight then empty and rinse thoroughly with cold water. For coffee machines: pour 100ml into reservoir and add 500ml of cold water. Switch machine on, allow half the liquid to run through and switch off. Leave for 2 hours. Boil through remaining liquid and then boil through twice with clean water. For hard surfaces: apply to a damp sponge. Rub gently and rinse off immediately. Care must be taken with bath enamels.
R2 R3 R4 R8
Hygienic hard surface cleaner Glass / multi surface cleaner Furniture polish Kettle de-scaler
Titan Sanitiser
Sanitiser
For soaking glass and china, make up warm 1% solution (10g/litre) in basin and leave to soak. Then wash as normal. Remove items and rinse thoroughly. Change solution every 15-20 minutes depending on soiling. For baths, basins and shower cubicles, apply neat from shaker directly on to damp cloth. Clean all parts thoroughly and rinse well with clean water.
Taski San Z15
Jacuzzi cleaning
Empty the Jacuzzi. Put 125 ml in 5l of water, or equivalent dosage, apply solution to brush and remove tidemarks. Apply with brush to all remaining areas and leave for 5 minutes. Rinse with clean water.

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THE MANUAL
RISK ASSESSMENT
Task
People at risk Hazards
Hotel:
Date:
Making a bed
Room Attendant 1 2 3 4 1 2 3 4

Turning a mattress
Room Attendant 1 2 3 4 1 2 3 4
Changing a light bulb

Room Attendants 1 2 3 4 1 2 3 4

Movement of the bed Moving parts on bed Weight of bed Injury to others in vicinity Back injury Muscle strain. Crush injury to hands/legs Slips, trips or fall Room Attendants to be trained in principles of manual handling Ensure any moving parts are secured before making the bed When pulling out beds remember to keep back straight and ask for assistance if needed Do not put blankets or linen on the floor Be aware of tripping over loose or overhanging bed covers
Movement of the bed Moving parts on bed Weight of bed Injury to others in vicinity Back injury Muscle strain. Crush injury to hands/legs Slips, trips or fall Minimum of two people to turn the mattress. Ensure the task is properly co-ordinated Room Attendants to be trained in principles of manual handling Ensure any moving parts are secured before making the bed When pulling out beds remember to keep back straight and ask for assistance if needed Do not put blankets or linen on the floor Be aware of tripping over loose or overhanging bed covers
Heat Uneven floor area Glass Electricity Burns Slips/trips/falls Cuts to hands and feet Electrocution Ensure light is switched off before changing the bulb Gloves or a cloth must be used when removing the bulb Care should be taken while carrying the bulb to ensure no breakage
Risk to user
Controls to reduce risk

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THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Use of portable electrical appliances

Room Attendant 1 2 Electric shock Slip, trip or fall
Preparing a vacuum cleaner for use

Room Attendant 1 2 3 1 2 3

Vacuuming
Room Attendant 1 2 3 1 2 3

Electric shock Slip, trip, fall Manual handling injury Electrocution Trip / entanglement Cuts to hands Ensure vacuum cleaner is switched off and unplugged Ensure cable and plug are in good repair and free of knots and twists
Electric shock Slips, trip or fall Manual handling injury Muscle strain Electrocution Trip / entanglement Do not stretch cable across a walkway in use Display warning signs Do not touch plug with wet hands. Do not pull vacuum or plug out by cable Ask for assistance to move beds, bed settees and other large items of furniture
Risk to user
1 2
Electrocution Trip / entanglement
The Room Attendant should carry out a visual check on plugs and cables Have equipment electrically tested annually, plus ensure regular socket and cable examination are completed by staff

58
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Setting up linen room service cupboard.

Room Attendant / Porter 1 2 3 Fall from height. Trip, slip or fall Weight of linen etc.
Transport of linen
Room Attendant / Porter 1 2 3 4 5 1 2 3 4 Movement of the trolley Moving parts on trolley Weight of trolley Injury to others in vicinity Falling objects Back injury Muscle strain Crush injury to hands/legs Slips, trips or fall
Moving work trolleys in/out of areas

Room Attendant / Porter 1 2 3 4 5 1 2 3 4 5
Movement of the trolley Moving parts on trolley Weight of trolley Injury to others in vicinity Falling objects Back injury Muscle strain Crush injury to hands/legs Slips, trips or fall Crushed fingers/arms Ensure the lift and floor are at the same level, before entering or leaving Use switch in lift to keep doors open Do not overcrowd the lift with people or equipment Room Attendants to be trained in principles of manual handling Ensure any insecure loads are secured before moving the linen Avoid obstructing lifts with linen etc.
Risk to user
1 2 3 4
Back injury Muscle strain Crush injury to hands/legs Slips, trips or fall
Lighter towels / linen to be on upper shelves, heavy items on lower shelves Lights must be fitted with diffusers. Racking must be secured to the wall Use stepladder or kick stool to access upper shelves Keep floor areas free of any obstruction Report all defects to Maintenance
Use linen skips or bags; ask for assistance if needed Do not throw linen down stairs or out of windows. Room Attendants to be trained in principles of manual handling Ensure any insecure loads are secured before moving the linen Do not put blankets or linen on the floor Avoid obstructing corridors with linen

59
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Pushing Trolleys
Room Attendant / Porter 1 2 3 4 5 1 2 3 4

Emptying bins
Room Attendant / Porter 1 2 3 Weight of bin Falling objects Sharp objects
Carrying Refuse Bags

Room Attendant / Porter / Guest Cuts Slip, trip or fall
Movement of the trolley Moving parts on trolley Weight of trolley Injury to others in vicinity Falling objects Back injury Muscle strain Slips, trips or fall Crushed fingers/arms Ensure trolley evenly loaded Do not overload Make sure clear view of where trolley is being pushed Report any defects to Supervisor Room Attendants to be trained in principles of manual handling Ensure any insecure loads are secured before moving the linen Avoid obstructing lifts with linen etc.
Risk to user
1 2 3 4

Cuts Muscle strain Crush injuries to hands/arms/legs Slips, trips, falls Never put hands into bin Any glass or blades to be put into separate metal container Report any needles to Supervisor
Muscle strain, back injury
Do not place sharp objects or broken glass into plastic refuse bags. Check refuse bags for splits or sharp protrusions Use correct lifting skills Hold refuse bag away from body and legs Make full journey to the refuse storage area, do not leave bags to obstruct walkways or stairs

60
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Needle disposal
Room Attendant Infection
Emptying ash trays

Room Attendant 1 2 Fire Breakage
Cleaning TV stands
Room Attendants / Guests 1 2 3 4 5 1 2

Movement of the stand / TV Weight of TV Injury to others in vicinity Falling objects Entrapment Crushed fingers/arms Back injury Ensure that the turntable does not overhang the edge of the cabinet TV must be central on the turntable and free to rotate fully
Risk to user
Puncture, injury or infection
1 2
Burn Cut Dispose of ashtray into lidded metal container
Wearing suitable protective clothing dispose of needle to sharps box Sanitise gloves and bin after disposal On no account must needle be handled directly See guidance on Blood Borne Pathogens

61
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Transportation of heavy loads including "z" beds and cots

Room Attendant / Porter 1 2 3 4 5 1 2 3 4 Movement of the load Moving parts on load Weight of load Injury to others in vicinity Entrapment Back injury Crush injury to hands/legs Cuts Slips, trips or fall
Making a Sofa Bed
Wet Mopping Hard Floors
Room Attendant 1 2 3 4 5 1 2 3 4 5

Room Attendant and those in vicinity 1 2 Water on floor Chemicals
Movement of the bed Moving parts on bed Weight of bed Injury to others in vicinity Entrapment Back injury Crush injury to hands/legs Cuts Slips, trips or fall Muscle strain Room Attendants to be trained in principles of manual handling Take care to keep fingers out of springs, hinges or bars Ensure any moving parts are secured before making the bed When pulling out beds remember to keep back straight and ask for assistance if needed Do not put blankets or linen on the floor Be aware of tripping over loose or overhanging bed covers
Risk to user
1 2 3
Slip, trip or fall Skin irritation Contact with hot water
Room Attendants to be trained in principles of manual handling For the bed: Push; do not lift to transport bed

Use PPE while carrying out task and handling chemicals All wet surfaces to be clearly highlighted with warning sign Do not leave cleaning equipment unattended Clean during quiet periods
Take care when going through doorways Take care when folding bed down Ensure bars and springs are safely in place. Keep fingers out of hinges, bars etc. Guests should not be allowed to assemble cots or Z beds

62
THE MANUAL
RISK ASSESSMENT
Task
People at risk
Hotel:
Date:
Cleaning of crockery and glassware

Room Attendant
Window cleaning
Room Attendant / Porter / Window cleaner / Guest Fall
Window opening
Room Attendant / Porter / Guest
Hazards
1 2 1 2 3 4

Spillage's onto floor Chemicals Cuts Slips, trips or fall Skin irritation Contact with hot water Only Company approved glassware to be used Use PPE while carrying out task and handling chemicals Take care when washing, use sanitiser Dry carefully using dry cloth specific for purpose Ensure that any breakage's are fully cleared away
Fall
Risk to user
Injury
Injury
Ensure guidance outlined in Health & Safety Procedures and Records Book, Window Safety is implemented
Ensure window opening is restricted to 100mm by Room Attendants to childproof window retention device. The window must be closed and the lock in place after servicing the room Report any defects to Supervisor

63
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Use of cleaning chemicals

Room Attendant 1 2 Spillage onto floor Chemicals
De-scaling kettles
Room Attendant / Guest 1 2 Spillage Chemicals
Use of laundry equipment

Laundry Attendant 1 2 3 4 1 2 3 4 5

Entrapment Electric shock Noise Fire Cuts Burns Muscle Strain/Back injury Electric shock Deafness Report defects to Supervisor Check cables and plugs daily for damage Machines to be serviced as recommended by Manufacturer Only trained operators to use machines Do not overload machines Do not touch plugs with wet hands Refer to Hazardous Substances Assessments for chemical safety
Risk to user
1 2
Chemical burns Skin irritation
1 2
Chemical burns Skin irritation
Refer to Departmental Hazardous Substances Assessments Use PPE while carrying out task and handling chemicals
Refer to Departmental Hazardous Substances Assessments Use PPE while carrying out task and handling chemicals

64
THE MANUAL
RISK ASSESSMENT
Task
Hotel:
Date:
Cleaning a bathroom
Room Attendant/Guest 1 2 3 4 1 2 3 4 5 6 7
Use of Bath and Shower

Guest 1 2 3 4 1 2 3 4 5 6 7 Chemicals Hot water Spillage's Entrapment Back injury Crush injury to hands/legs Cuts Slips, trips or fall Muscle strain Skin irritation Scald Ensure bath mat provided regularly and frequently check the condition of mats Replace all damage or perished mats immediately Ensure that all chemical residues are washed away after cleaning and the bath is dried Display near shower control, safety sign on mat and shower curtain use.
Hot Towel Rail

Room Attendant /Guest Heat from towel rail when on
Chemicals Hot water Spillage's Entrapment Back injury Crush injury to hands/legs Cuts Slips, trips or fall Muscle strain Skin irritation Scald
Risk to user
Burn
When cleaning do not overreach or stand on the bath, WC or washbasin Do not over wet floor; ensure floor is dry following service of bathroom If a telephone style showerhead is part of the design of the bath tap fitting, ensure that the head is facing towards the bathroom wall after servicing the bathroom PPE to be worn

Display warning sign by heated towel rail Ensure rail turned off after servicing the room

65
THE MANUAL
Glossary of Terms
Amenity Holder Beemis Handy Helper A container/ receptacle used to display the soaps, shampoo, shower cap, etc. in a neat and orderly manner. A brand name of a tool that is compromised of a roller attached to a telescopic handle. The roller is made up of layers of sticky paper. The tool is used to pick up hair and light debris from dry, hard or soft surfaces. The roller is cleaned by peeling away and disposing of the soiled layers and revealing clean, fresh layers of sticky surface. Your distributor of cleaning chemicals (such as Johnson Diversey) can assist you in developing a Blood Borne Pathogen Plan. A carrier of disease or viruses from contamination by bodily fluids that may be transmitted upon contact. (Items soiled with faeces, blood or other bodily fluids, syringes, broken glass, razors etc.). Documented training staff on the proper method to handle and dispose of such material is required by law. A clean white cloth made of terry or other absorbent materials used for soil and stain removal from carpets. A substance used to seal the area around the tub, toilet, shower and the surrounding surfaces to prevent water seepage into the wall or the floor. Proper cleaning and drying of the caulking area is critical to the prevention of mould/mildew growth. Colour coded cloths should be used to prevent cross contamination from bedroom to bathroom to toilet. All cloths are to be kept separate. A cloth made of a terry or other absorbent material used for light scrubbing when removing soils from a surface.
Bio Hazards / Blood Borne Pathogens
Blotting Cloth Caulking
Colour Coded Cloths Cleaning Cloth

66
THE MANUAL
COSH Damp Dusting Debris De-silvering Digital Display Disinfectant/Sanitize
Health and Safety legal Data for the containment of chemicals When cleaning solution is applied to a clean cloth and surfaces are wiped with cloth. This process is used rather than applying cleaning materials straight onto surface. Any fragment, rubbish, trash or other item in a room / lobby / hallway that remains after cleaning and leaves an untidy, unclean appearance. When the backing of a mirror begins to fade, leaving a dark, discoloured, non-reflective area in the mirror. The face of the clock that displays the time. A chemical, when properly used, leaves a surface free of infectious matter, or harmful bacteria. For proper disinfecting, a chemical must remain on the surface for a minimum of ten minutes (see Dwell Time). A cloth of a terry or other absorbent material used for drying and polishing cleaned surfaces. A cloth made of a terry or other absorbent material that has a light, even application of SCP or Lemon Polish. A dusting cloth is used to clean all furnishings that are non-fabric, non-glass surfaces. Actual time allowed for a chemical to remain on a surface before starting to clean. Stand time allows the chemical to begin the breakdown of soils and soap scum so that less aggressive scrubbing is required to clean the surface. When cleaning with a disinfectant cleaner, dwell time is critical. To insure that surfaces are properly sanitized a minimum dwell time of ten minutes is required. A thin attachment to the vacuum that is used to clean hard to reach spaces and crevices such as along the base of furniture and baseboards.
Drying Cloth Dusting Cloth
Dwell Time / Standing Time
Edging Tool
67
THE MANUAL
Evaporation Feather Duster / Lambswool Duster
The removal of moisture. As a cleaning chemical remains on a surface, the chemical slowly dries (evaporates) as moisture is absorbed in the air. These are dusting tools with long or extension handles that make it easy to reach corners and high locations when dusting. Feather dusters are made up of real or synthetic feathers attached to a handle. Lambswool dusters are made up of wool or a synthetic material. Feather dusters can tend to move dust into the air where it can be re-deposited on other surfaces. Lambswool dusters tend to trap dust without allowing it to move to other surfaces. The information your hotel provides to guests that explains the details of the fire alarm system at your property. This information is typically posted on the inside of the guest room door. It should include a map of the floor plan of the hotel and a room location indicator, along with exit stairway locations. Referred to in the methods as bathroom taps, handles, towel racks, robe hooks, shower curtain rods, etc. Fire, Life and Safety To wear, rub, or become worn. As fabric covered furniture ages, the fabric may become visibly worn. Made up of a cement material, the grout is the material between the tiles on the floor or wall. A storage rack that is mounted on the wall. A metal caddie that holds the iron and ironing board during storage. A cloth used for cleaning mirrors and glass. Often made of a cotton material that is tightly woven material. Some hotels use cloth diaper material or recycled pillow cases, sheets or disposable cloths. Any fungus growth that forms a dark, spotty coating in moist, warm places. Typically seen in the bathrooms along grout lines as a black discolouration, or on walls as a pink stain that indicates 68
Fire Safety Information
Fixtures FLS Fray Grout Iron Organiser Lint-Free Cloth
Mould / Mildew

THE MANUAL
moisture is present information.) Odour Peephole / Spy-hole Polished Rust Toiletry Holder Skirting board Sanitary Scourer Pads
(see special section on mould / mildew for prevention and removal
An offensive, stale, distasteful smell or scent that leaves an impression of questionable cleanliness. A hole in the door that allows a person inside a guestroom to view the area in front of the entry door. The condition of a hard surface that has a clean, smooth, shiny, glossy surface without any marks, smudges or stains. A corroded spot, often reddish-brown or black on any metal caused by moisture and oxidation. If left untreated, rust will destroy the metal surface. A container/ receptacle used to display the soaps, shampoo, shower cap, etc. in a neat and orderly manner. The decorative border/ edging at the bottom of the wall that is next to the floor. A surface that has been properly cleaned with a disinfectant cleaner and is free of dirt: is clean and hygienic. Cleaning pad made of a synthetic material, often attached to a sponge. Scour pads are made in a variety of colours and strengths. The softest scour pads are white and blue. A white scour pad is safe to use on solid surfaces such as tubs/ tiles/and glass/mirrors. A blue scour pad (may be used with a handle) will not scratch the surface of glass/mirrors, but should be saved for heavy build-up. Green pads or other dark colour pads are too aggressive for use in cleaning tubs and tiles. Continued use of green or other dark coloured pads will scar and damage the surface of tubs, basins etc. Scour pads should never be used when cleaning fibreglass surfaces. A soap residue that is greasy, soapy or tacky to the touch. A film or haze that remains on the surface of tiles, tub, basin, etc. Resulting from improper cleaning or a failure to thoroughly rinse
Scum
69
THE MANUAL
cleaning products. A surface with soap scum is dull in appearance. Stain Tarnish Thinning A blot or spot of soil or foreign matter. Stains remaining on furnishings, carpeting and other surfaces ruin the character of cleanliness and quality. The discoloured film on the surface of an unpolished metal. Tarnished metal is lacking in shine and lustre, and is dull is appearance. As linen becomes worn through usage, areas become visibly transparent and less dense in sections of the fabric. This thinning state is an unacceptable quality level. Before linen is visibly transparent, it should be removed from circulation. This thinning linen could be recycled and used as lint free drying cloths. A surface that is smooth, free of marks, dents or rust. A covered cord or strip of material that is applied to a seam to cover or strengthen it. Example: the edge trim on a mattress is referred to as a welt.
Unpitted Welt

70

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THE ONE AND ONLY WAY

InterContinental Hotels Group 2004

THE ONE AND ONLY WAY

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

The One and Only Way Sequence

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

Methods DAILY CLEANING

Tools & Chemicals

To ensure that the cleaning is hygienic.

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 2 : Enter room & open curtains & windows

Tools & Chemicals

Allows natural light for cleaning and air to circulate.

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 2 : Curtains & nets

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 4 : Collect all rubbish, check for lost property / debris

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 5 : Maintenance check & report; visual check on standards

Tools & Chemical

THE ONE AND ONLY WAY

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 6 : Collect china & glass & soak in sanitiser

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 8 : Making the bed DUVET

Tools & Chemical

THE ONE AND ONLY WAY

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 8 : Making the bed TRADITIONAL

Tools & Chemical

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

Tools & Chemical

Check for cleanliness and presentation.

We Know What It Takes To Make It Clean

THE ONE AND ONLY WAY

TASK 8 : Making the bed - TRIPLE SHEET STYLE

Tools & Chemical

We Know What It Takes To Make It Clean