HSK Core2

SESSION PLAN
Sector : TOURISM
Qualification Title : HOUSEKEEPING NC II
Unit of Competency : CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
Module Title : CLEANING AND PREPARING ROOMS FOR INCOMING GUESTS
Learning Outcomes:
LO 1 Set up equipment and trolleys
LO 2 Access rooms for servicing
LO 3 Make up beds
LO 4 Clean and clear rooms
LO 5 Clean and store trolleys and equipment
A. INTRODUCTION:
The unit deals with the skills and knowledge required from housekeeping attendants to clean and prepare rooms for incoming guests in a commercial
accommodation establishment.
B. LEARNING ACTIVITIES
LO 1: Set up equipment and trolleys
Learning Content Methods Presentation Practice Feedback Resources Time
 Load housekeeping  Modular (self-paced)  Read information  Self  Key answer  Self-Check 6
trolley with supplies  Electronic learning sheet 2.1 check 2.1 self check (written
hrs
for service  Industry Immersion  Viewing slides  Task sheet 2.1 questions)
 Check housekeeping  Film viewing  Films 2.1 and answer
trolley prior to use  Lecture – Discussion key
 Interaction  LCD
 Journals projector
 Oral presentations  Teamskills
 Role plays Module
 Log books  Hand-outs
 Group projects
 Practical demonstration
LO 2: Access Rooms for Servicing
 Identify rooms to be  Modular (self-paced)  Read information  Self  Key answer  Self-Check 6
cleaned for the shift  Electronic learning sheet 2.2 check 2.2 self check (written hrs
 Access and enter  Industry Immersion  Viewing slides  Task sheet 2.2 questions)
guest room  Film viewing  Films 2.2 and answer
appropriately  Lecture – Discussion key
 Replenish linen room  Interaction  LCD
supplies  Journals projector
 Teamskills
 Complete required  Oral presentations Module
records and  Role plays  Hand-outs
notification  Log books
  Group projects
LO 3 Make up beds
 Strip and re-make  Modular (self-paced)  Read information  Self  Key answer  Self-Check 6
bed with fresh bed  Electronic learning sheet 2.3 check 2.3 self check (written
hrs
linen  Industry Immersion  Viewing slides  Task sheet 2.3 questions)
 Re-make bed using  Film viewing  Films 2.3 and answer
existing bed linen  Lecture – Discussion key
 Interaction  LCD
 Journals projector
 Oral presentations  Teamskills
 Group projects
LO 4 Clean and clear rooms
 Follow in-house  Modular (self-paced)  Read information  Self  Key answer  Self-Check 6
requirements and  Electronic learning sheet 2.4 check 2.4 self check (written hrs
policies in relation to  Industry Immersion  Viewing slides  Task sheet 2.4 questions)
room cleaning  Film viewing  Films 2.4 and answer
 Clean fixtures and  Lecture – Discussion key
fittings  Interaction  LCD
 Vacuum floors and  Journals projector
other areas  Oral presentations  Teamskills
 Clean kitchenette  Role plays Module
area, where  Log books  Hand-outs
applicable
 Group projects
 Replenish guest
supplies
 Check operational
readiness of all items
and equipment
 Report and remedy
room defects and
damaged items
 Report suspicious
items or situations
 Handle guest
property left in room
from which the guest
has departed
LO 5 Clean and store trolleys and equipment
 Dispose of rubbish  Modular (self-paced)  Read information  Self  Key answer  Self-Check 6
 Clean and store  Electronic learning sheet 2.5 check 2.5 self check (written hrs
trolleys  Industry Immersion 2.5 questions)
 Replenish stock  Film viewing  Viewing slides  Task sheet and answer
items as necessary  Lecture – Discussion 2.5 key
 Clean housekeeping  Interaction  Films  LCD
equipment prior to  Journals projector
storage  Oral presentations  Teamskills
 Group projects
C. ASSESSMENT PLAN
Written Test: Supplies used by a room attendant , Types of rooms , Status of room
Performance Test: Practical demonstration on room make up service
D. TEACHER’S SELF-REFLECTION OF THE SESSION
As each of the above activity is completed, the student will document the action performed (in writing, on tape or in a Trainee Record Book/Journal) for assessment
purpose
MODULE CONTENT
UNIT OF COMPETENCY : CLEAN AND PREPARE ROOMS FOR

INCOMING GUESTS
MODULE TITLE : CLEANING AND PREPARING ROOMS FOR

INCOMING GUESTS
MODULE DESCRIPTION : This unit deals with the skills and knowledge required to
Clean and prepare rooms for incoming guests in a range of settings within the hotel
and travel industries workplace context.
NOMINAL DURATION : 30 hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Set up equipment and trolleys

2. Access rooms for servicing
3. Make up beds
4. Clean and clear rooms
5. Clean and store trolleys and equipment
ASSESSSMENT CRITERIA:
1. Demonstrated ability to organize and carry out the complete guest room services
2. Demonstrated ability to provide room service within the timeframe required by a
commercial accommodation establishment
LEARNING OUTCOME NO 1. SET UP EQUIPMENT AND TROLLEYS
Contents:
1. Load housekeeping trolley with supplies for service

2. Check housekeeping trolley prior to use
Assessment Criteria:
1. Describe the services delivered by a room attendant

2. Locate the position of room attendants within the enterprise
3. Identify the personal characteristics required of a room attendant
4. Describe grooming and personal presentation standards for a room attendant
5. Interpret enterprise policies and procedures for the provision of housekeeping services
6. Identify and explain the role of communication in the provision of housekeeping services
Conditions:
The participants will have access to:
Cleaning supplies and Furniture, fixtures and Room supplies

equipment fittings
 Cleaning agents,  floor surfaces  stationery and
disinfectant and chemicals  mirrors and glassware compendium
 Vacuum cleaner  wardrobes and luggage  bed and bathroom linen
 Mops rack  enterprise promotional
 Brushes  desks and chairs materials
 Buckets  coffee table and sofa  local tourist information
 Caddy  light fittings and table lamp  magazines and
 Carpet sweeper  bedside table newspapers
 Cleaning and polishing  telephones  mini-bar supplies
cloths  televisions  glass ware and cutlery
 Protective clothing  mini fridge  tea, coffee, sugar, milk and
 Brooms  shelving water
 Dust pans  air conditioning controls  discretionary supplies and
 Squeegee  safety deposit box gifts such as fruit,
beverages, chocolates,
flowers
 slippers
 flashlight
 laundry bags and list
 shoe shine kit and
basket/sewing kit
 personal hygiene kit (e.g.
toothbrush, toothpaste,
cotton buds, shampoo,
etc.)
 emergency exit plan
 hanger
Methodology:
 Modular ( self paced)

 Electronic learning
 Industry immersion
 Film viewing
 Demonstration
 Discussion
Assessment Methodology:
 Interview ( oral/ questionnaire)

 Observation
 Demonstration of practical skills
 Written examination
Learning Experiences
Learning Outcome 1: SET UP EQUIPMENT AND TROLLEYS
Learning Activities Special Instructions
Read and understand the information

Read information sheet 2.1
sheet and check yourself by answering
the self check. You must answer all
questions correctly before proceeding
to the next activity.
Perform Task sheets 2.1 Job sheets will help you practice your
skills
Answer performance criteria checklist Performance criteria checklist will guide

you and help you evaluate your work
as you are practicing your skill.
Evaluate your own work using the

performance criteria. After doing all the
activities you may now proceed to the
next lessons.
Information Sheet _2.1
LO 1. Set up Equipment and Trolleys
Learning objectives: after reading this INFORMATION SHEET, YOU MUST be able
to:
1. Clean, supplies and equipment required for servicing rooms are correctly selected and
prepared for use
2. Identify supplies for trolleys are accurately selected or ordered in sufficient numbers in
accordance with enterprise procedures
3.Load trolleys safely with adequate supplies in accordance with enterprise procedures
1.1. Load Housekeeping Trolley with Supplies for Service
Introduction
In the last section we identified all items that need to be replenished. Depending on the
organization these items will be placed in the linen store or loaded directly onto the
housekeeping trolley.
Therefore this section will look at health and safety issues to be addressed when loading
housekeeping trolleys.
Occupational health and safety is an on-going concern in all properties, especially in the
housekeeping area.
Manual handling activities are the main cause of injuries in the workplace and the
housekeeping department traditionally gives rise to the majority of OHS injuries.
What is manual handling?
Manual handling activities include:

 Lifting – of stock, cartons and boxes
 Carrying – items from storage areas to trolleys, moving stock from place-to-place
 Pulling – boxes and cartons forward in storage areas
 Pushing trolleys.
You have an obligation to safeguard your own safety and welfare, to follow safety
procedures and to use safety equipment that is provided when directed to do so.
Your initial on-site training should make you aware of the safety aspects that relate to your
role.
The employer has a legal obligation to provide this training and to monitor your activities to
ensure you are working safely.
Loading trolleys
When loading the trolley, ensure it is loaded safely and does not prevent any danger to
others.
Remember that all items should be positioned on the trolley so they won‟t fall over or fall off:
in addition, nothing should protrude.
If more supplies are needed than the trolley can hold, you will have to refill the trolley during
the shift by returning to the floor storeroom: trolleys should never be overloaded.
It is standard industry practice that no „extra‟ bags are hung off housekeeping trolleys.
Key points to remember when stocking or handling trolleys:
 When identified, immediately report any damage or faults with the trolley – all
housekeeping departments should have periodical checks done on equipment by
Maintenance department
 Always push the trolley, don‟t pull it - it is important for you to see where you are going
 Always stock items in their designated place on the trolley - it is best to position heavy
items on the bottom to prevent the trolley from overturning. If you are not sure where
things go, ask!
 Never lift anything on your own that weighs over 16 kg – this is a recommendation from
OHS authorities. There are no maximum weight restrictions as the current approach is to
assess every lifting need on an individual basis and use the most appropriate technique
depending on the type of load, how far it has to be moved or the size of the load
 Be prepared to ask for help when needed – this may be a request for help such as to do
a „team lift‟ or a request for information. You must also be prepared to provide help
when required.
Trolleys are large items and when fully loaded can be extremely heavy.
The primary concern when handling trolleys is to ensure the safety of the room attendant.
Equipment
Various pieces of equipment are needed to service a guest room.

These are usually stored on a housekeeping store room on each floor – or in some central
location.
Equipment that needs to be correctly selected and prepared before it is used may include:
Housekeeping trolley
A housekeeping trolley is sometimes called a „Maids‟ trolley‟.
Check to see it is clean, presentable, and safe. There should be no jagged bits, nothing
should protrude to present a potential hazard, and the wheels should move easily and
smoothly.
The trolley and all the equipment listed below are usually stored in a floor housekeeping
store or linen room that also contains stocks of trolley supplies such as give-away items,
spare light globes and toilet paper.
It is a standard industry requirement that nothing that is not part of the original design of the
trolley is allowed to hang from the trolley such as plastic or other bags. Hanging extra items
off the trolley certainly spoils and cheapens the appearance of the trolley as well presenting
a possible obstruction or hazard. The trolley may be fitted with one or two large bags that are
part of the original design – one bag for used linen and one bag for rubbish.
The floor housekeeping store room must be locked after you have taken your trolley and
supplies out of it.
Vacuum cleaner
This must be checked to see it is empty at the start of the shift, spare bags are available
(where appropriate), that the machine is fully functional and that there are no frayed cords or
other safety problems. Check should also be made to ensure that all the vacuum machine
tools/accessories that need to be used are available.
Mops
Ensure the mop head looks presentable as guests will be able to see this and may infer a
lack of cleanliness in other or all cleaning from seeing a dirty mop head. Also ensure it has
been sanitized to kill bacteria. Mops may include wet mops for washing floors and dry mops
for polishing and dusting, depending on the areas to be cleaned.
Brooms and brushes
These should be sufficient in number as dictated by the establishment, clean, and sufficiently
bristled.
The most common types of brooms and brushes are:

 Carpet brush
 Scrubbing brush
 Sink brush
 Silk brush
 Toilet brush
 Wall brush
 Soft broom
 Hand brush.
Not all types will be required on all trolleys. It will depend on the facilities to be cleaned, and
what exists elsewhere in the property for staff to use such as brushes or brooms available in-
room.
All trolleys should have a dust pan and brush set.
Buckets
These should be fully operational, not leaking, easy to operate, and not smelly.
Buckets may be required for wet mopping and most room servicing trolleys will also feature
a couple of plastic bucket-type containers used to hold cleaning materials, cloths, chemicals
and used to carry items into a guest room.
Protective gloves
A good supply of disposable gloves should be on each trolley. Specific house requirements
in relation to individual Occupational Health and Safety (OHS) issues may require other,
more substantial protective clothing (including gloves) be worn.
It is standard procedure in all premises that room attendants wear protective gloves when
cleaning and handling chemicals
Housekeeping uniform
The housekeeping uniform is also regarded as „protective clothing‟.
Cloths
Used for cleaning, polishing and dusting, every trolley will need to have lots of these. Some
are made from material and some are disposable.
Warning signs
These are safety signs used when a public area is being cleaned as part of the overall room
preparation process.
Dust pan
A dust pan is vital to collect dirt, dust and rubbish.
Cleaning agents and chemicals
Cleaning agents and other chemicals are used to perform various tasks and clean various
surfaces.
Depending on what is in each room you may be required to have:

 Polishes
 Detergents
 Glass cleaner
 Multi-purpose cleaners
 Oven cleaners
 Stainless steel cleaners
 Leather cleaners
 Porcelain and ceramic cleaners
 Toilet and urinal cleaners
 Dishwashing detergent
 Sanitizers
 Disinfectants
 Deodorizers and air sprays
 Pest control sprays and similar.
These products are supplied by industrial chemical companies.
Some Floor housekeeping stores have their own supply of chemicals while in other
instances the supply of chemicals is central (often near the Executive Housekeeper’s office)
and you will have to go there to replenish supplies.
Most chemicals in use feature a „closed system‟ meaning that you don’t need to make
physical contact with the chemical. Colour-coding to identify different products plus
instructive wall charts assist in selecting and using the right chemical.
Other supplies
Bedding
Clean linen including a range of pillowcases and various sized sheets will be needed to
service the sizes of beds that have been allocated.
Trolleys are usually loaded with sheets and pillowcases and other limited supplies of other
bed linen are usually stored in the Floor housekeeping store (or central store).
These other items of bed linen again will vary between departments depending on the make-
up of the room but could include:
 Pillows
 Pillow protectors
 Blankets
 Doonas, duvets or bedspreads
 Mattress protectors
 Electric blankets.
Toiletries
Towels to replenish items in the bathroom may include supplies of hand towels, face towels,
bath towels, and floor mats.
Toiletry giveaways – a wide variety of items are available. Most trolleys will be loaded with
one packet of each however there is nearly always a set number of these items that should
be placed into each room.
Most house policies, however, allow housekeeping staff to freely provide extras of these
items on request by guests.
Items include soaps, shampoos, conditioners, talcum powder, gels, toothpaste,

toothbrushes, mouthwash, facial lotions, perfume, aftershave, razors, sewing kits, shoe
shine kits.
Stationery
Stationery needs for the in-room compendium or for placement elsewhere in the room such
as bedside table or near the telephone. These can include pen, paper, envelopes, forms,
notebooks or fax sheets.
Paper products
Paper products include any items that need to be replaced in the guest room.
The nature and type of these items can be expected to change with the style and standard
of the property. Examples of these include toilet paper, tissues, sanitary bag and toilet
hygiene strip.
Promotional & Informational Material

Advertising, promotional and service-related material including doorknob cards („Do Not
Disturb – Please Make Up My Room‟ cards), service directories, tent cards, magazines,
television program guides, sample menus from in-house dining outlets, promotional flyers,
as well as room service menus either in the traditional menu format or as a doorknob hangar
(for breakfast orders).
Bags
Guest laundry and dry-cleaning bags and lists are to be placed in the room. These bags may
be collected on a periodic or on-going basis throughout the shift by porters who take them to
the laundry for sorting and washing.
Rubbish bag for stowing rubbish collected from guest rooms and other public areas. This
may be „built into‟ the trolley.
Linen bags whether cloth or calico bag, for placing used linen from guest rooms into. This
Give away items
Give-away portion-controlled food items such as coffee, tea, sugars, sugar substitutes,
biscuits or milk.
Where the room features a kitchen, the trolley may contain extra food items but such items
are usually serviced by room service staff, porters or some other department rather than
housekeeping staff. Check with your supervisor to see what applies where you work if you
are preparing a room that has a kitchen.
Replacement items
Batteries to replace worn or stolen batteries in remote control units.
Light globes to replace blown globes in, for example, bedside lamps.
Most properties will get the Maintenance department (or porters) to replace any globes or
starters that are in ceiling light fittings.
Ordering and receiving supplies

Linen stores and housekeeping trolleys can be stocked at the beginning or end of each shift,
but it is preferable that they are fully re-stocked at the end of the day’s work, so they are
prepared for the next shift, and so that missing items are able to be bought in before the next
shift.
When supplies in the floor housekeeping store room run low, further supplies can be brought
up from the housekeeping department where there is usually some form of central store
purely for housekeeping supplies.
When requesting supplies you may be required to complete a requisition form.
Requisition form
The requisition form is an internal stock ordering form that you fill in and give to the Head
Housekeeper (or other nominated person).
It will identify:
 Person requesting the items
 Type of items needed
 Quantity
 Date.
The majority of housekeeping departments will have a standard order or requisition form.
Requisition forms that are completed and forwarded to the Head Housekeeper at the end of
shift today, should result in the supplies that have been ordered (or „requisitioned‟) being
supplied to the appropriate floor housekeeping store room later that day or early the next day
before the next shift starts work.
1.2. Check Housekeeping Trolley prior to Use
Introduction
Before leaving the housekeeping office or linen store it is vital that you have all the
necessary supplies on your housekeeping trolley.
It is always advised to do a last check to ensure you have everything you need.
Additional items
Besides the supplies identified in this manual to date, there are a couple of other items that
you may need to take with you:
 Keys for floors and rooms

 Communication walkie-talkie
 List of rooms to clean and alternate rooms if allocated rooms are unavailable for cleaning
at that time
 Personal drink container.
In the last section we discussed the importance of manual handling when dealing with
trolleys.
In this section we will look at security and safety of both staff and customers.
Security of housekeeping trolleys and supplies
Trolleys contain many valuable items and care must be taken to ensure these items are not
stolen. Normally when a room attendant is working in the room or bathroom, with the trolley
remaining in the corridor, it is often out of view of the room attendant. This means that items
can easily be taken by anyone walking by, if the trolley is not securely locked.
It is vital that the security measures used in each organization are adhered to. Use a lock if
one exists. This means room attendants must carefully consider and take the necessary
items from the trolley required to service the room as having to regularly unlock trolleys can
take up valuable time. By careful selection, time can be saved through efficient movement
and reduced time required to go back and forth from the trolley.
Naturally the theft of keys poses an immediate threat as it allows immediate access to
rooms; however room lists contain valuable information including room numbers and names,
which could be used by potential thieves who can impersonate guests with this information.
Position of trolleys on guest floors
When on the guest floors the location of where to place the housekeeping trolley is also vital.
Security and safety or both customers and room attendants must be considered.
Always position the trolley near the wall and out of the guest’s way. Don’t leave them in the
middle of the corridor as:
 It makes it harder for movement of people in the corridor

 It makes it more appealing for theft
 It helps avoid injuries by people bumping into them. This is especially true for children
who often run in corridors and at times may not be concentrating on where they are
going
 In the event of an emergency including fire where smoke reduces visibility, it is important
that corridors remain clear.
So where do you place the trolley?
The trolley will normally be parked across the guest’s door to prevent any unauthorized
person accessing the room. This procedure will depend on house policies and procedures.
LEARNING OUTCOME NO 2. ACCESS ROOMS FOR SERVICING
Contents:
1. Replenish linen room supplies

2. Load housekeeping trolley with supplies for service
3. Check housekeeping trolley prior to use
4. Identify rooms to be cleaned for the shift
5. Access and enter guest room appropriately
.
1. Rooms requiring service are correctly identified based on information supplied to

housekeeping staff
2. Rooms are accessed in accordance with the establishment’s customer service and
security procedures
Conditions:

equipment fittings
 Cleaning agents,  floor surfaces  stationery and compendium
disinfectant and  mirrors and glassware  bed and bathroom linen
chemicals  wardrobes and luggage  enterprise promotional materials
 Vacuum cleaner rack  local tourist information
 Mops  desks and chairs  magazines and newspapers
 Brushes  coffee table and sofa  mini-bar supplies
 Buckets  light fittings and table  glass ware and cutlery
 Caddy lamp  tea, coffee, sugar, milk and water
 Carpet sweeper  bedside table  discretionary supplies and gifts such as
 Cleaning and polishing  telephones fruit, beverages, chocolates, flowers
cloths  televisions  slippers
 Protective clothing  mini fridge  flashlight
 Brooms  shelving  laundry bags and list
 Dust pans  air conditioning controls  shoe shine kit and basket/sewing kit
 Squeegee  safety deposit box  personal hygiene kit (e.g. toothbrush,
toothpaste, cotton buds, shampoo, etc.)
 hanger
Methodology:
 Film viewing
 Demonstration
 Discussion

 Observation
 Written exam
Learning Outcome 2. ACCESS ROOMS FOR SERVICING

skills


next lessons.
Information Sheet _2
2.1. Replenish linen room supplies
Introduction
For most activities performed by a room attendant there are clear and precise instructions on
how to perform the tasks.
In this section we will identify all the activities that will need to be performed before rooms
are cleaned. As you will see, preparation is the key in ensuring rooms are cleaned in an
efficient and timely manner. As room attendants often work in remote locations, not in close
proximity to supplies, they must ensure they have all the necessary items at their disposal
before they enter and clean rooms.
Before guest rooms are serviced, there is a need to prepare the linen room supplies and
trolley that will be used to cart the cleaning materials and the room supplies to those rooms.
This section will also identify the equipment that needs to be selected and prepared, and
identify the „rooms‟ that may be involved when preparing guest rooms.
Need for Adequate Supplies
Having a well-equipped linen store is vital to efficiently and effectively servicing a guest
room.
Supplies must be accurately identified and selected in sufficient numbers in order to service
all necessary rooms. It is a waste of time to have to return to the housekeeping area for
extra stock during cleaning and service duties.
In some cases, storage rooms on different floors may contain different supplies where for
example, all rooms on the top two floors are „Penthouses‟ and are stocked with better, more
or different supplies.
Depending on the type of organization, some supplies may be stored in suitable linen rooms
or directly on trolleys. For the purpose of this manual these items will be explained in detail
in this section.
Equipment
Various pieces of equipment are needed to service a guest room.

These are usually stored on a housekeeping store room on each floor – or in some central
location.
Equipment that needs to be correctly selected and prepared before it is used may include:
Housekeeping trolley
A housekeeping trolley is sometimes called a „Maids‟ trolley‟.

Check to see it is clean, presentable, and safe. There should be no jagged bits, nothing
should protrude to present a potential hazard, and the wheels should move easily and
smoothly.
The trolley and all the equipment listed below are usually stored in a floor housekeeping
store or linen room that also contains stocks of trolley supplies such as give-away items,
spare light globes and toilet paper.
It is a standard industry requirement that nothing that is not part of the original design of the
trolley is allowed to hang from the trolley such as plastic or other bags. Hanging extra items
off the trolley certainly spoils and cheapens the appearance of the trolley as well presenting
a possible obstruction or hazard. The trolley may be fitted with one or two large bags that are
part of the original design – one bag for used linen and one bag for rubbish.
The floor housekeeping store room must be locked after you have taken your trolley and
supplies out of it.
Vacuum cleaner
This must be checked to see it is empty at the start of the shift, spare bags are available
(where appropriate), that the machine is fully functional and that there are no frayed cords or
other safety problems. Check should also be made to ensure that all the vacuum machine
tools/ accessories that need to be used are available.
Mops
Ensure the mop head looks presentable as guests will be able to see this and may infer a
lack of cleanliness in other or all cleaning from seeing a dirty mop head. Also ensure it has
been sanitized to kill bacteria. Mops may include wet mops for washing floors and dry mops
for polishing and dusting, depending on the areas to be cleaned.
Brooms and brushes

These should be sufficient in number as dictated by the establishment, clean, and sufficiently
bristled.
The most common types of brooms and brushes are:

 Carpet brush
 Scrubbing brush
 Sink brush
 Silk brush
 Toilet brush
 Wall brush
 Soft broom
 Hand brush.
Not all types will be required on all trolleys. It will depend on the facilities to be cleaned, and
what exists elsewhere in the property for staff to use such as brushes or brooms available in-
room.
All trolleys should have a dust pan and brush set.
Buckets
These should be fully operational, not leaking, easy to operate, and not smelly.
Buckets may be required for wet mopping and most room servicing trolleys will also feature
a couple of plastic bucket-type containers used to hold cleaning materials, cloths, chemicals
and used to carry items into a guest room.
Protective gloves
A good supply of disposable gloves should be on each trolley. Specific house requirements
in relation to individual Occupational Health and Safety (OHS) issues may require other,
more substantial protective clothing (including gloves) be worn.
It is standard procedure in all premises that room attendants wear protective gloves when
cleaning and handling chemicals.
Housekeeping uniform
The housekeeping uniform is also regarded as protective clothing‟.
Cloths
Used for cleaning, polishing and dusting, every trolley will need to have lots of these. Some
are made from material and some are disposable.
Warning signs
These are safety signs used when a public area is being cleaned as part of the overall room
preparation process.
Dust pan
A dust pan is vital to collect dirt, dust and rubbish.
Cleaning agents and chemicals

Cleaning agents and other chemicals are used to perform various tasks and clean various
surfaces.
Depending on what is in each room you may be required to have:

 Polishes
 Detergents
 Glass cleaner
 Multi-purpose cleaners
 Oven cleaners
 Stainless steel cleaners
 Leather cleaners
 Porcelain and ceramic cleaners
 Toilet and urinal cleaners
 Dishwashing detergent
 Sanitizers
 Disinfectants
 Deodorizers and air sprays
Pest control sprays and similar.
Some Floor housekeeping stores have their own supply of chemicals while in other
instances the supply of chemicals is central (often near the Executive Housekeeper’s office)
and you will have to go there to replenish supplies.
Most chemicals in use feature a „closed system‟ meaning that you don’t need to make
physical contact with the chemical. Colour-coding to identify different products plus
instructive wall charts assist in selecting and using the right chemical.
Other supplies
Bedding
Clean linen including a range of pillowcases and various sized sheets will be needed to
service the sizes of beds that have been allocated.
Trolleys are usually loaded with sheets and pillowcases and other limited supplies of other
bed linen are usually stored in the Floor housekeeping store (or central store).
These other items of bed linen again will vary between departments depending on the make-
up of the room but could include:
 Pillows
 Pillow protectors
 Blankets
 Doonas, duvets or bedspreads
 Mattress protectors
 Electric blankets.
Toiletries
Towels to replenish items in the bathroom may include supplies of hand towels, face towels,
bath towels, and floor mats.
Toiletry giveaways – a wide variety of items are available. Most trolleys will be loaded with
one packet of each however there is nearly always a set number of these items that should
be placed into each room.
Most house policies, however, allow housekeeping staff to freely provide extras of these
items on request by guests.
Items include soaps, shampoos, conditioners, talcum powder, gels, toothpaste,

toothbrushes, mouthwash, facial lotions, perfume, aftershave, razors, sewing kits, shoe
shine kits.
Stationery
Stationery needs for the in-room compendium or for placement elsewhere in the room such
as bedside table or near the telephone. These can include pen, paper, envelopes, forms,
notebooks or fax sheets.
Paper products
Paper products include any items that need to be replaced in the guest room.
The nature and type of these items can be expected to change with the style and standard
of the property. Examples of these include toilet paper, tissues, sanitary bag and toilet
hygiene strip.
Promotional & Informational Material

Advertising, promotional and service-related material including doorknob cards („Do Not
Disturb – Please Make Up My Room‟ cards), service directories, tent cards, magazines,
television program guides, sample menus from in-house dining outlets, promotional flyers,
as well as room service menus either in the traditional menu format or as a doorknob hangar
(for breakfast orders).
Bags
Guest laundry and dry-cleaning bags and lists are to be placed in the room. These bags may
be collected on a periodic or on-going basis throughout the shift by porters who take them to
the laundry for sorting and washing.
Rubbish bag for stowing rubbish collected from guest rooms and other public areas. This
Linen bags whether cloth or calico bag, for placing used linen from guest rooms into. This
Give away items

Give-away portion-controlled food items such as coffee, tea, sugars, sugar substitutes,
biscuits or milk.
Where the room features a kitchen, the trolley may contain extra food items but such items
are usually serviced by room service staff, porters or some other department rather than
housekeeping staff. Check with your supervisor to see what applies where you work if you
are preparing a room that has a kitchen.
Replacement items
Batteries to replace worn or stolen batteries in remote control units.
Light globes to replace blown globes in, for example, bedside lamps.
Most properties will get the Maintenance department (or porters) to replace any globes or
starters that are in ceiling light fittings.
Ordering and receiving supplies
Linen stores and housekeeping trolleys can be stocked at the beginning or end of each shift,
but it is preferable that they are fully re-stocked at the end of the day’s work, so they are
shift.
Requisition form
It will identify:
 Quantity
 Date.
The majority of housekeeping departments will have a standard order or requisition form.
shift today, should result in the supplies that have been ordered (or requisitioned‟) being
supplied to the appropriate floor housekeeping store room later that day or early the next day
before the next shift starts work.
2.2: Load Housekeeping Trolley with Supplies for Service
Introduction
In the last section we identified all items that need to be replenished. Depending on the
organization these items will be placed in the linen store or loaded directly onto the
housekeeping trolley.
Therefore this section will look at health and safety issues to be addressed when loading
housekeeping trolleys.
Occupational health and safety is an on-going concern in all properties, especially in the
housekeeping area.
Manual handling activities are the main cause of injuries in the workplace and the
housekeeping department traditionally gives rise to the majority of OHS injuries.
What is manual handling?
Manual handling activities include:
 Lifting – of stock, cartons and boxes

 Carrying – items from storage areas to trolleys, moving stock from place-to-place
 Pulling – boxes and cartons forward in storage areas
 Pushing trolleys.
You have an obligation to safeguard your own safety and welfare, to follow safety
procedures and to use safety equipment that is provided when directed to do so.
Your initial on-site training should make you aware of the safety aspects that relate to your
role. The employer has a legal obligation to provide this training and to monitor your
activities to ensure you are working safely.
Loading trolleys
When loading the trolley, ensure it is loaded safely and does not prevent any danger to
others.
Remember that all items should be positioned on the trolley so they won‟t fall over or fall off:
in addition, nothing should protrude.
If more supplies are needed than the trolley can hold, you will have to refill the trolley during
the shift by returning to the floor storeroom: trolleys should never be overloaded.
It is standard industry practice that no „extra‟ bags are hung off housekeeping trolleys.
Key points to remember when stocking or handling trolleys:
When identified, immediately report any damage or faults with the trolley – all housekeeping
departments should have periodical checks done on equipment by Maintenance department
Always push the trolley, don’t pull it - it is important for you to see where you are going
Always stock items in their designated place on the trolley - it is best to position heavy items
on the bottom to prevent the trolley from overturning. If you are not sure where things go,
ask!
Never lift anything on your own that weighs over 16 kg – this is a recommendation from OHS
authorities. There are no maximum weight restrictions as the current approach is to assess
every lifting need on an individual basis and use the most appropriate technique depending
on the type of load, how far it has to be moved or the size of the load
Be prepared to ask for help when needed – this may be a request for help such as to do a
„team lift‟ or a request for information. You must also be prepared to provide help when
required.
Trolleys are large items and when fully loaded can be extremely heavy.
The primary concern when handling trolleys is to ensure the safety of the room attendant.
2.3: Check Housekeeping Trolley prior to Use
Introduction
Before leaving the housekeeping office or linen store it is vital that you have all the
necessary supplies on your housekeeping trolley.
It is always advised to do a last check to ensure you have everything you need.
Additional items
Besides the supplies identified in this manual to date, there are a couple of other items that
you may need to take with you:
 Keys for floors and rooms
 Communication walkie-talkie
 List of rooms to clean and alternate rooms if allocated rooms are unavailable for
cleaning at that time
 Personal drink container.
In the last section we discussed the importance of manual handling when dealing with
trolleys. In this section we will look at security and safety of both staff and customers.
Security of housekeeping trolleys and supplies
Trolleys contain many valuable items and care must be taken to ensure these items are not
stolen. Normally when a room attendant is working in the room or bathroom, with the trolley
remaining in the corridor, it is often out of view of the room attendant. This means that items
can easily be taken by anyone walking by, if the trolley is not securely locked.
It is vital that the security measures used in each organization are adhered to. Use a lock if
one exists. This means room attendants must carefully consider and take the necessary
items from the trolley required to service the room as having to regularly unlock trolleys can
take up valuable time. By careful selection, time can be saved through efficient movement
and reduced time required to go back and forth from the trolley.
Naturally the theft of keys poses an immediate threat as it allows immediate access to
rooms; however room lists contain valuable information including room numbers and names,
which could be used by potential thieves who can impersonate guests with this information.
Position of trolleys on guest floors
When on the guest floors the location of where to place the housekeeping trolley is also vital.
Security and safety or both customers and room attendants must be considered.
Always position the trolley near the wall and out of the guest’s way. Don’t leave them in the
middle of the corridor as:
 It makes it harder for movement of people in the corridor
 It makes it more appealing for theft
 It helps avoid injuries by people bumping into them. This is especially true for
children who often run in corridors and at times may not be concentrating on where
they are going
 In the event of an emergency including fire where smoke reduces visibility, it is
important that corridors remain clear.
So where do you place the trolley?
The trolley will normally be parked across the guest’s door to prevent any unauthorized
person accessing the room. This procedure will depend on house policies and procedures.
2.4 Identify Rooms to be Cleaned for the Shift
Introduction
In order to service rooms in a timely fashion and to control labour costs, every property will
allocate specific rooms to individual staff for room preparation duties.
You may be regularly involved in preparing rooms on the same floor or floors, or you may be
required to prepare any rooms in the establishment as occupancy levels dictate and as
required on the basis of things such as staff absenteeism.
The primary role of a room attendant is to clean rooms.
Most room attendants are required to clean approximately 12-20 rooms a day depending on:
 Organization standards
 Types of rooms
 Status of the room
 Other considerations.
These points will be discussed in more detail in this section.
Housekeeping Briefing Session
At the beginning of each shift, most housekeeping departments will hold a short staff briefing
session.
This session is an opportunity for the Head Housekeeper to:

 Verify the staff who have attended for work
 Discuss up-coming information that is of relevance – such as future occupancy levels
for certain dates, special events, Very Important People (VIPs) who are expected
 Address room servicing problems – by discussing the results of room inspections
undertaken by Floor Housekeepers or Head Housekeepers that have identified
instances of sub-standard cleaning
 The discussion will identify what the problem was, re-state what the standards are
and remind staff of what needs to be done to achieve the required standard
 Address complaints received by guests in relation to the preparation of their rooms –
this can include complaints about poor cleaning, lack of supplies or equipment that
are not working properly
 Identify up-coming training sessions and known staff absences
 Allocate rooms to individual staff for the shift – this usually takes the form a print-out
of rooms that indicates (sometimes by name, sometimes by colour-coded highlighter)
which staff are responsible for which rooms.
These print-outs are either generated by Reception as a Housekeeper’s Report, or
generated by the Head Housekeeper on the basis of information provided by Reception that
indicates the rooms where guests are leaving and the rooms where they are staying.
 Every room attendant receives their own print-out

 It is not standard practice to be verbally informed of the rooms they are required to
clean.
The briefing session is also an opportunity for housekeeping staff to raise any issues they
have relating to their role, problems they are encountering, things they have identified that
could impact on guest service delivery etc.
Organizational Standards
Each organization will have their own expectations on how long it will take to clean a room.
This is commonly based on the following points, but also takes into consideration the actual
cleaning activities to be performed.
Types of rooms
Generally it is „guest rooms‟ that will need to be prepared. These rooms can include:
 Single rooms
 Doubles
 Twins
 Suites.
These rooms can contain their own spaces that require servicing such as:
 Bathroom
 Bedroom
 Lounge/living area
 Kitchen/kitchenette
 Balcony area
 Lobby or vestibule.
Status of room
The Head Housekeeper (known also as the Executive Housekeeper) or their appointed
associate generally distributes the list of rooms to be cleaned.
There are usually two types of rooms that need to be cleaned:
Check out rooms

These are the rooms where guests are expected to check-out. They may be known as
„departing rooms‟, „going rooms‟ or „vacated rooms‟.
These rooms will take longer to clean than a room that continues to be occupied because a
full service is required. Approximately thirty minutes is allocated.
The actual time required will depend on:
 The size of the room

 The furniture, features and facilities in the room
 The condition the room has been left in by the departing guests
 The standards that the property has relating to room preparation.
Occupied rooms
These are rooms where the guest will be staying for another night. They may also be known
as stay rooms‟.
Generally these rooms won’t take as long to clean as a check-out room, and approximately
twenty minutes will be allocated.
Vacant rooms
You will also be required to inspect and provide basic service to vacant rooms.
Vacant rooms are rooms that are not being used and which have been prepared ready for
sale by Reception.
These rooms, even though not being used, still require some attention such as:
 Inspection – to identify anything that might have happened or gone wrong with or in
the room
 General dusting
 Flushing of the toilet
 Checking that the refrigerator is working properly
 Ensuring the room has not been occupied by a guest for whom no information exists.
Other considerations
When your rooms are allocated to you may also be advised in relation to:
 Which rooms need to be cleaned first – some rooms may have had a special request
from a staying guest to have their room serviced quickly or by a certain time
 Special cleaning tasks or stain removal tasks for certain rooms – based on
yesterday’s inspection of the room by the Executive Housekeeper
 Time constraints that apply – there is nearly always pressure on room attendants not
just to do their job and do it properly but also to do it quickly or as fast as possible
 Other areas in the venue that need to be cleaned – such as public areas, offices.
It is vital for you to follow your allocated room list/work schedule precisely, or rooms that
need to be cleaned may be missed and timelines that need to be met may be missed.
Identifying the rooms to be serviced
Which rooms are cleaned first?
You need to check with your employer for their preferences in this regard but the general
rule is that the departing rooms are cleaned before the stay rooms.
This is to allow the check-out rooms to be placed back on the board by Reception for sale to
guests and to enable guests with bookings to be shown directly to their rooms rather than
have them wait while the room is readied, or be re-roomed.
You can be contacted during your shift and asked to clean a specific room immediately as
the guest is waiting at Reception for their room.
You can be contacted during your shift and asked to attend a certain room and perform
supplementary cleaning duties. These may be required because the initial room preparation
was not up to standard or because there has been an accident or spillage in the room that
requires immediate attention.
You must always respect „Do Not Disturb‟ (DND) signs. Where a „Do Not Disturb‟ sign
has been displayed on a room throughout your entire shift you must notify the Head
Housekeeper of this so they can take the appropriate action.
There may not be a problem, but a check may be made to ensure that the guest is not ill.
Please Make Up My Room‟ signs can provide some guidance as to what rooms can be
cleaned. It is standard procedure to clean these stay rooms before trying to clean stay rooms
that do not display this sign.
You should monitor use of rooms that are shown on your list as ‟Vacant‟. If you see guests
using these rooms then the relevant internal procedures must be followed.
These may include notifying the Floor Housekeeper or head Housekeeper, notifying
Reception or notifying Security.
It is not your job to challenge guests who are using these rooms. Not only is this rude as the
person could be a legitimate walk-in guest who has just been checked in and roomed, but it
may jeopardize your personal safety.
You may be required to check guest numbers in occupied rooms – for example, you may be
required to advise Reception or Housekeeping if a room designated as „S” (single appears
to be occupied by two or more people).
2.5 Access and Enter Guest Room Appropriately
Introduction
All guest rooms must only be accessed after following the house procedures that apply.
These procedures relate to service delivery and security.
They also function to help avoid embarrassment to both guests and staff.
Keys and cards
Keys or cards (using magnetic-strip or RFID technology) are commonly used to access
guest rooms. RFID means Radio Frequency Identification Device. It is used to identify
information on a hotel room key card. The RFID device (in the door) serves the same
purpose as a bar code or a magnetic strip on the back of a credit card or ATM card. It
provides a unique code for that object. And, just as a bar code or magnetic strip must be
scanned to get the information, the RFID device must be scanned to retrieve the identifying
information.
Keys or cards can be produced to open one or more doors. For the purpose of this manual
the term „key‟ will refer to either a key or card.
Commonly the following are produced:

 Guest key– provides access to guest’s rooms and some restricted public areas
 Floor master key– opens every door on a particular floor or in a particular corridor
 Department-specific master – opens every door in the housekeeping area
 Venue master – opens every door in the property.
Room attendants usually receive a Floor master key. Where cards are used they may be
issued with a wristband instead of a card.
Security
After the room attendant has signed for their keys, they are responsible for their security until
returned to the housekeeping department, and signed back in. The room attendant should
never let the key out of their sight.
The key must never be lent to another room attendant, employee or guest without the
correct official authorization.
Keys should never leave the premises.

Keys must never be used to let a guest into their room. This is one of the oldest tricks used
by thieves! “Oh dear, I’ve forgotten my key. Would you please let me in to my room?”
Accessing rooms
Every establishment will have its own standard procedures for accessing and entering a
guest room. Even if these are not provided in writing, they will nonetheless exist in practice.
You must find out what applies where you work and adhere to their protocols.
The process for entering a room listed on your work sheet as a Vacant room or a Departed
room should be the same as for entering a Stay room. Just in case someone is in the room:
we don’t want to disturb or embarrass anyone in any room just be entering without notice or
entering with almost no notice.
Standard Procedure to Access Rooms
The following describes the procedures for entering a guest room:
1. Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark
the door and call out, “Housekeeping!”
2. Count to five
3. If no answer, knock again, and then use your key to enter
4. Take one step into the room and announce out “Good morning/afternoon, Housekeeping
to service your room.”
5. If the guest is still in bed, undressed or distressed, quickly and quietly leave the room
6. If the guest is awake and up, say “Housekeeping, would you like your room serviced?”
7. Comply with their request – you may be invited to service the room, just do a quick tidy,
replace the towels, soap and leave, or asked to come back at a later time
8. Once you have gained access to the room, the door should be left wide open – to provide
notice to a returning guest that someone is in their room
9. The trolley should be parked across the entrance, or near the entrance to the room
(according to house policy). This allows the Floor Housekeeper or other management staff to
identify where room attendants are and makes it easier to obtain items from the trolley
10. It is standard procedure in the majority of establishments for trolleys to be left outside the
room being cleaned, and never to be taken inside a guest room
11. Where the trolley is allowed to be taken into the room, a large sign should be placed
outside the door, reading „Cleaning in Progress‟. This prevents the guest from returning to
their room and being startled to find an employee in there and again to enable easy location
of staff by management.
LEARNING OUTCOME NO 3. MAKE UP BEDS
Contents:
1. Strip and re-make bed with fresh bed linen

2. Re-make bed using existing bed linen
1. Checked for stains and damage rooms are checked whether guests left any valuables
2. Items with stains are immediately segregated and forwarded to the Laundry Department
for proper processing
3. Bed linens are replaced in accordance with enterprise standards and procedures
Conditions:

equipment fittings
 hanger
Methodology:

 Film viewing
 Demonstration
 Discussion

 Observation
Information Sheet_ 3
LO 1: Strip and Re-make bed with Fresh bed linen
Learning objectives: After reading this INFORMATION SHEET, YOU MUST be able to:
1. Stripped beds and mattresses, pillows and linen are checked for stains and damage
rooms are checked whether guests left any valuables
2. Segregate items with stains and forwarded to the Laundry Department for proper
processing
3. Replaced bed linens in accordance with enterprise standards and procedures
3.1 Strip and re-make bed with fresh bed linen
Introduction
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at nominated intervals for staying
guests.
Standard procedures for this process will apply in every establishment as this is one of the
most common tasks that room attendants are required to perform.
Bed making tasks give rise to many injuries to staff and some properties use two room
attendants to service each room so that, amongst other things, bed-making tasks can be
completed with less chance of injury.
When should the bed be stripped?

House policy will dictate what applies and there is usually a connection between the service
provided and the room rate being charged.
Options include:
 Daily – in high-priced rooms, prestige establishments: full change
 Every second or third day – full change
 Change when the condition of the linen requires it – such as situations where linen is
dirty or damaged.
Some properties will replace nothing if the guest is a short stay – which may be defined as
three nights or less. In this case, a guest who is known to be checking out after three days
may not have their bed linen changed even though standard practice is to change bed linen
every two days.
Some properties use fitted bottom sheets but where they are not used, you may be required
every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet
and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed.
These can be individual to the property depending on whether one or two staff are being
used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. – inspect and air, or replace as required. All bedspreads etc
are washed or dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace as required. All blankets
are washed or dry-cleaned periodically
3. Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to
determine if they require attention or replacement
4. Remove sheets - place into soiled linen bag
5. Check mattress protector – spot clean as necessary or replace if required due to staining
or damage
6. Inspect electric blanket – safety check and for signs of staining. Replace as per house
protocols.
Items that have been stripped from the bed should not be placed on the floor. Check what
applies in your establishment but options include placing them on chairs, tables, couches in
the room.
Not only does it look bad for guests to see these items on the floor if they enter the room
while you are cleaning it, or they walk past the door on the and look in) but it is also
unhygienic.
Damaged or soiled bed items
When damaged items are found they must be replaced, with the damaged item either
forwarded to the appropriate department for repair or by notifying the appropriate person so
that they can pick it up.
If damage appears intentional contact your supervisor so that a decision can be made about
charging the guest for the damage.
Where what appears to be deliberate soiling of items has occurred, the same procedure
applies.
A similar arrangement may also apply where „excess‟ mess is left by guests.
There are many approaches taken by different establishments to the removal of stains in
guest rooms.
Some properties will require you to remove the stained item replace it and forward it to the
Laundry or some other nominated department for their attention
Some venues will ask you to identify what the stain is and follow their established guidelines
for stain removal.
Other establishments will ask you to involve the Head Housekeeper and obtain their advice
about what to do.
Types of stains
Common stains found on carpets, mattresses, bed linen and chairs and couches made with
fabric are:
 Urine and faeces
 Blood
 Beverage – tea, soft drinks, alcohol of all types
 Shoe polish
 Food
 Mud, dirt, grease and oil.
What action may be taken?

The first step is to develop the ability to identify the stain. Trial and error coupled with some
coaching from experienced staff are the keys to this.
You cannot expect to effectively treat a stain unless you have correctly identified what has
caused the stain.
In most cases a stain will require bed linen to be exchanged for fresh items. There are
virtually no occasions when spot-cleaning of these items is appropriate for room attendants.
Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the
trolley is selected and applied according to manufacturer’s instructions, which can commonly
be via a spray bottle applicator, or rubbed directly onto the stain.
The stained area is then rubbed/brushed to remove the stain, rinsed and then dried.
Most establishments will have a chart to guide in the removal of stains. These charts are
specific to the chemicals provided by the chemical supplier being used at the property, and
will identify which cleaner is to be used for which stain on which fabric or surface, together
with how to apply the cleaner, and other relevant tips and information.
Remember that the „correct‟ action to take when dealing with stains will depend on
interaction of:
 The type of material where the stain has occurred
 The cause of the stain
 The chemicals available to remove the stain.
This essentially means that providing generic advice on stain removal is not only impossible,
but potentially misleading as it can prove dangerous, damaging and expensive.
You need to know to the best extent possible:

 What the material or surface is that has been stained
 What the stain is
 What chemical options you have for treatment.
Remaking bed with fresh linen
As with stripping of beds, individual properties have their own standards, procedures and
requirements for making beds.
Making beds is a common activity that needs to be practiced and undertaken with great care
as many injuries have resulted from moving the bed in order to make it.
The importance of bed making
Making the bed „properly‟ is an extremely important part of servicing any room because the
bed is often the focal point of the room and one of the first things in the room that the guest
looks at.
The final appearance of the made bed must therefore make the right impression – neat, tidy,
balanced, crisp, clean, attractive and inviting.
Special points in relation to final presentation of the bed can include:

 The use of an overlay placed across the end of the bed to enhance eye appeal
 Number of pillows provided – standard procedure may be to place only one pillow per
person on the bed with additional pillows available in the wardrobe of the room for
guests to help themselves to: in a stay room, if the guest has used two pillows per
person then the bed should be re-made following their preference
 Use of decorator pillows – to enhance presentation
 Placement of the pillows – the property may lie the pillows down, stand them up or
arrange them in some unique way
 Number of blankets used – most properties use one blanket on a bed with extra
blankets available in the wardrobe or on request
 Placement of a complimentary item on the bed – this may be done as part of the
turn-down procedures but may also be a standing requirement when servicing the
room.
Bed making styles
Your workplace may have its own bed making style but there are three styles of bed making
commonly used in the hospitality industry:
Standard style
This uses:
 Mattress protector
 Bottom sheet
 Top sheet
 Blanket
 Bedspread
 Pillows
 Pillowcases.
American style
This features:
 Bottom sheet
 Top sheet
 Bedspread
 Pillows
 Pillowcases.
Norwegian style
This uses:
 Bottom sheet
 Quilt
 Quilt protector
 Quilt cover
 Pillows
 Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket
security straps must be checked to ensure the blanket is straight and in place.
Bed making steps
Use the following steps as a guideline for making a standard style bed where no house
requirements apply:
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet – all four corners by:
 Tucking cover along foot and head of mattress
 Lifting corner flap – about 30cm from corner
 Tucking in remaining portion of cover
 Dropping flap and tucking in
5. Smooth out creases
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
 Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couch
while you are making the bed – it must never be left on the floor
 When you have finished making the bed, step back and inspect it to make sure it is
right:, then adjust as required
 The way you make your bed at home is probably not going to be what is required at
work
 The way you made beds at your last employer is probably not going to be the same
as what is required with your current employer.
3.2 Re-make bed using existing bed linen
Introduction
Section 3.1 provided detailed instruction in how to make strip and make a bed. If a guest has
departed the room, it is vital that fresh bedding is used. But what if it is an „occupied‟ room
where the guest is staying for more than one day?
Depending on the type of organization you are, and the level of service provided, it is
becoming more common for bedding not to be changed on a daily basis. As environmental
awareness increases, many hotel managers and customers alike, do not feel the need for
sheets to be changed on a daily basis. However this cannot always be assumed. Therefore
many hotels have „Request Cards‟ which allow the guest to decide if they require their
bedding to be changed. These cards are commonly found in hotel rooms throughout the
world.
Simply, guests place this card on the bed, which identifies that the guest would like their bed
linen changed. If this card is not placed on the bed, the existing bed linen will be used.
This practice has a number of benefits:
 It is environmentally friendly – as less washing is required

 It reduces expenses for a hotel.
Most guests do not expect their linen to be changed every day, unless it requires it due to
stains or damage. It is standard practice for most venues to change linen after 3 days.
So what do we do differently when making the bed for an occupied room as opposed to a
departure room?
Remaking a bed using existing bed linen
Whilst the instructions may reflect those previously given in Section 3.1, it is important that
clear procedures are identified when making a bed for an occupied room.
1. Remove pillows and place them on a clean surface, checking for stains or need for
replacement
2. Remove or pull back any blankets or duvets, again checking for stains or need for
replacement
3. Straighten bottom sheet, again checking for stains or need for replacement. If a new sheet
is required, change accordingly
4. Re-tuck in sheet
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Take special note of the preferences of the guest. Before making the bed check to identify
preferences including:
 If they have removed the blanket or duvet, you may wish to place this in the
cupboard or folded back at the end of the bed
 If they have more pillows, make the bed and position the pillows accordingly
 If items such as books, magazines, glasses, clothes or other personal items were
found on the bed, place them neatly back on the bed in a similar position.
Learning Outcome : Clean and clear rooms

skills


activities you may now proceed to
sauce making lessons.
LEARNING OUTCOME NO 4. CLEAN AND CLEAR ROOMS
Contents:
1. Follow in-house requirements and policies in relation to room cleaning
2. Clean fixtures and fittings
3. Vacuum floors and other areas
4. Clean kitchenette area, where applicable
5. Replenish guest supplies
6. Check operational readiness of all items and equipment
7. Report and remedy room defects and damaged items
8. Report suspicious items or situations
9. Handle guest property left in room from which the guest has departed
1. Demonstrated ability to organize and carry out the complete guest room services
2. Demonstrated ability to provide room service within the timeframe required by a
commercial accommodation establishment
Condition:

equipment fittings
 hanger
Methodology:
 Film viewing
 Demonstration
 Discussion
 Observation
Learning Outcome 4. CLEAN AND CLEAR ROOMS

skills


next lessons.
4.1 Follow In-House Requirements and Policies in Relation to Room Cleaning
Introduction
Housekeeping has an extensive list of requirements and policies relating to what tasks a
room attendant should perform and how they should be performed.
The different sections in this manual will explain in detail the correct steps required in
cleaning different aspects of a room, however a „correct order‟ for cleaning must be
determined.
Cleaning in the correct order
All guest rooms that are allocated to you must be cleaned in the correct order.
The „correct order‟ may be determined as a result of one or more of the following:
 As directed by the Executive Housekeeper
 As requested by guests
 So that vacated rooms can be put back on the (Front Office) board for
sale/occupancy as soon as possible.
Factors impacting on the ‘correct order’
In some cases, room attendants from different floors may be required to go to a nominated
floor and combine their efforts to clean rooms on that floor where, for example, a group has
just vacated the rooms on that floor and another group is expected in to fill them.
This will delay the cleaning of their allocated rooms on their floors.
In other cases, guests may be late checking out so the „going rooms‟ may not be able to be
cleaned when anticipated.
There will be guests who affect your intended order of cleaning rooms by displaying a „Do
Not Disturb‟ sign on their door.
This highlights that there is never any strict „correct order‟ because of the fluid and
unpredictable nature of the business and the guests who use the accommodation: there may
be a preferred order but this rarely translates into what actually happens.
Minimizing disruption to guests

When cleaning rooms you must always strive to keep the disruption caused to guests to an
absolute minimum.
Cleaning duties can disrupt guests:

 As a result of noise caused during the cleaning activities and when moving about ion
the corridors
 By providing a physical obstruction to them when they are moving about the corridors
etc
 Through unwanted interruption to their activities in the room when you knock to offer
„Housekeeping‟.
Ways to minimize disruption to guests
When you understand the causes of a problem you are better placed to solve the problem,
so practical ways in which to minimize interruptions to guests are:
 Always respect „Do Not Disturb‟ signs
 Keep noise when moving around the floor to a minimum
 Converse quietly with other staff and guests
 Avoid knocking equipment into things
 Keep trolleys and equipment away from guest traffic areas
 Always allow guests right of way in a corridor or lift.
Remember too that guests do not always keep regular hours. Room guests may have flown
in on a late flight and be sleeping in or they may have had a late night.
Other room guests may be using their room for business purposes and not want to be
disturbed.
Preparing guest room prior to cleaning

When you have entered the guest room following the steps described in later sections which
will provide a guide as to what should take place in order to clean a room.
Remember, where the house procedures are different to the following guidelines, always
adhere to your enterprise procedures.
Cleaning a Check-out room

If the guest is still there after check-out time and in the process of leaving, use your
discretion about whether to leave and come back later, or whether to excuse yourself and
begin cleaning.
In situations where Reception is expecting a quick turn-around of rooms due to full

occupancy it may be acceptable to begin cleaning a check-out room while the guest is still
there if they have passed the advertised check-out time and no late check-out has been
arranged.
In a check-out room the following procedures are applicable:

 Turn on all lights and check the bulbs – replace where necessary
 Open all blinds and curtains
 Open windows or doors to let in fresh air – if applicable, and if weather permits
 Turn off fridge for defrosting purposes and leave door open – if applicable
 Collect and remove dirty towels, dishes, bottles and rubbish - any broken glass
should be wrapped safely in newspaper or similar
 Remove any room service trays and cover them with a napkin as exposed stale food
is not a pleasant sight. These trays are usually placed in the corridor outside the
room for collection by the porter or room service staff.
Preparing a room for cleaning
As soon as you have completed the above tasks the cleaning proper can begin. This
procedure should be the same for every room.
Following a standard procedure and routine helps to avoid any areas being missed, and is
more time effective.
The exact detail of how to complete each of these steps will be detailed through the manual.
Although the exact procedure may vary from establishment to establishment, there are
eleven general steps to cleaning any guest room.
Where your premises vary from these, adhere to house policy:

1. Enter and prepare room
2. Strip and make bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorize
11. Do a final inspection.
Cleaning an occupied room
Key points to remember when cleaning an occupied room:

 Never throw out any items like magazines and newspapers belonging to the guest,
no matter how old they are
 Always replace items where they were found
 If business papers are out on the desk or table and obviously being used, avoid
cleaning or tidying that area, apart from emptying the waste paper bin
 Respect the guest’s privacy and don’t be nosy
 Take special care with all guest’s items
 Hang guest’s clothing up appropriately
 All cloths used in cleaning should be housekeeping issued – room towels and linen
should never be used for cleaning but check your house practices relating to the use
of bath towels for drying bathroom areas.
For detailed information how to perform different tasks by a room attendant when cleaning a
room please refer to the appropriate section in this manual.
4.2 Clean fixtures and fittings
Introduction
All rooms will have furniture, fixtures and fittings to some extent.
These relate to all the items in the room that may be used by a guest during their stay.
Furniture commonly refers to items in the room that are movable including beds, couches,
desks, television, clock radios etc.
Fixtures refer to items that are attached that are used by the guest including air conditioning
and light switches.
Fittings refer to taps, pipes and electrical aspects of the room.
This section will explain some methods used to clean fixtures and fittings.
Dusting and polishing
The main purpose of dusting is to collect small particles of dust.
The main purpose of polishing is to clean the item and leave a shiny, reflecting finish.
Dusting may be done with a duster or a damp lint-free cloth.
It is important to use common sense when choosing which piece of equipment to dust with.
Don’t use a damp cloth if the moisture could ruin the object being cleaned and remember to
change the cloth when soiled.
Your on-the-job training, which will probably include being teamed up with an experienced
room attendant for a period of time, will provide the workplace guidance you need in this
regard.
When polishing an item, make sure to:
 Spray the cleaning agent onto the cloth - not onto the surface to be cleaned
 Buff the surface after cleaning to remove any streaks.
When dusting and polishing a room, it is best to start in one spot and work around the room,
say, in a clockwise direction. This routine should be followed in every room. Some small
items may need to be picked up in order to dust or polish underneath.
The following areas will need either dusting or polishing. Some will need cleaning on a daily
basis, while others may only need to be cleaned weekly.
Remember that check-out rooms will need more intensive cleaning than occupied rooms,
however all rooms must be cleaned to establishment standards, including the following:
 Air conditioning vents

 Doors – including top ledge and handles
 Picture frames – facing glass as well as frame
 Mirrors – frame and mirror
 Skirting boards
 Dressing table and drawers
 Side tables and ledges
 Wardrobe and internal shelving
 Windows – glass and frames
 Window sills
 Walls – check for cobwebs and marks
 Lamps – base, shade and cord
 Telephone – main unit and hand receiver
 Seat furniture – don’t forget to remove cushions and check sides, legs, back and
underneath
 All furniture – top, sides, legs, and underneath each item; don’t forget to clean inside
the drawers
 Outside/balcony areas – furniture, ash trays.
Cleaning bins
You should always wear protective gloves when cleaning the bin and should be extra careful
when handling the bin as many hazardous items may have been thrown out by the guest –
such as broken glass, razor blades and syringes.
Always be vigilant for items that could cause any health or safety risk.
Broken glassware or bottles should be wrapped up in newspaper and disposed of separately

and safely.
Waste bins should be properly cleaned by:

 Tying the bin liner around the rubbish or emptying the bin directly into your waste bag
on the trolley
 Spraying bin with appropriate multi-purpose cleaner, inside and out
 Cleaning with the appropriate cloth
 Fitting a new bin liner in the manner approved by the establishment.
4.3 Vacuum Floors and Other Areas
Introduction
All carpeted areas should be vacuumed and many non-carpeted areas including wooden
floors, tiled bathroom area, linoleum floors in kitchenette may also require vacuuming.
It is essential that all surfaces are clean and free from dirt, dust and other items.
Vacuuming
Any stains on carpeted areas should be removed using the appropriate stain removal
method for your property that relates specifically to the type of carpet, the active ingredients
of the chemical and the type of stain. Where this does not remove the stain, a maintenance
report may need to be completed or the supervisor notified.
Try to vacuum the room starting at the furthest corner from the door and work back toward
the exit.
Ensure you vacuum around and under all furniture, and under the bed.
Particular attention should be given to the corners of the room, including the skirting boards.
To avoid injury when vacuuming, bend your knees when cleaning under items.
Try to avoid „bending over‟ the machine. Keep it behind you where possible, moving it
forward as you vacuum from a point furthest from the room entry door towards the entrance
door of the room.
4.4. Clean kitchenette area, where applicable

Introduction
Some venues may have a kitchenette included in the accommodation. This may come in
various shapes or forms and have different inclusions.
In apartment and self-catering style accommodation, the products included might be detailed
and include:
 Refrigerator
 Cook top and oven
 Microwave oven
 Dishwasher
 Tea and coffee making facilities
 Pots and pans
 Crockery and cutlery
 Clothes washer and dryer.
This section will explore the best way to undertake cleaning of some of these items.
Cleaning the refrigerator

All food items left by guests should be handled in accordance with house policy – this may
mean returning all unused items left by guests to the housekeeping office. Guests have been
known to call and inquire about their food items, which they have wanted to reclaim.
Other policies may allow you to discard any partially used food items that are found in the
refrigerator or elsewhere in a check-out room.
The refrigerator is usually cleaned on regular basis (that is, not daily but weekly or other), or
on a needs-only basis.
When cleaning the refrigerator you may be required to turn it off, depending on the cleaning
procedure to be applied before the cleaning starts.
The recommended procedure is:

 Clean the inside of the refrigerator, including seals, with either hot soapy water or a
designated spray-on cleaner. Dry with a cloth when the cleaning has been done
 Make sure food products and glasses are protected from chemical contamination
during the cleaning process. Covering them or removing them are the only safe
options. Adhere to what applies where you work
 Items in the refrigerator such as cold water in jugs and milk sachets should be
replenished as required. Always remember to check the ice cube trays in the freezer
 Switch refrigerator back on if it has been turned off prior to cleaning. Set the control
to the required setting, check that the light works (replace where required – or notify
Maintenance department), and close door
 Don’t forget to check the refrigerator door seals for splits and cracks
 Seals found in need of repair should be reported to the floor supervisor.
Cleaning the stove

Regardless of the type of stove you will be cleaning, always use gloves.
For a gas stove:

 Remove burner caps, grates, and control knobs
 Put them in your sink filled with very hot water and dishwashing detergent
 As these soak, dip a scrubbing sponge into the sink water and wring
 Go over the stovetop, paying extra attention to any stains around the burners
 Rinse with clean water; let dry
 Wipe down each of the items in the sink with your sponge
 Rinse and dry the parts; reassemble the cook top.
For an electric stove:
 For a coil electric stovetop, do this soaking method with the drip pans and knobs but
not the burners, which shouldn't be submerged and are self-cleaning
 For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad
and a liquid cook top cleaner. Finally, dip a sponge in hot soapy water, wring well,
and wipe the controls. Rinse and let dry.
Cleaning the oven
Inside oven
 Cooked food stuck on the bottom, sides or glass of ovens can give off odours and
smoke.
 Try to remove large or deep stuck food items with a metal spatula and gently chip off
any loose pieces
 Spray a cleaning agent on all sides on the inside or an oven
 Wipe away
 For hard to remove stains, use baking soda with a few drops of white vinegar. Let it
bubble for a minute or two, and then whisk away the grime with a scrub sponge
 Rinse with a clean, wet, regular sponge.
Oven glass window

 Spray the inside of the window with appropriate cleaning agent
 Let it soak
 After a few minutes, rub down the glass with a nonabrasive scrubbing pad
 Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
 Give the glass on the outside of the door a quick spray and wipe as well.
Cleaning dishwashers, washing machines and dryers

 These pieces of equipment usually self clean on the inside, due to their method of
operation. However it is important that they are not only clean but safe to use.
 Wash the outside of the appliance, removing stains, dirt and dust.
Dishwashers
When cleaning dishwashers, ensure:
 That all items have been removed and placed away in cupboards
 That any water inside has drained away
 To clean around area where detergent has been used
 To fill the rinse aid dispenser, if fitted.
Washing machines
When cleaning washing machines, ensure:
 That they are empty
 That if items are found in a machine, they are processed as lost property if the guest
has departed, or neatly laid out for a stay over guest
 To clear away any leftover clothing strands from inside the machine.
Dryers
When cleaning dryers, ensure:
 That they are empty
 That if items are found, they are processed as lost property if the guest has departed,
or neatly folded for a stay over guest
 To Clear away lint from filters and catchment areas.
Cleaning other items

Once the major pieces of equipment have been cleaned there are other tasks to perform.
These may include:
 Washing and drying pots, pans, crockery and cutlery
 Placing clean items in cupboards
 Cleaning inside cupboards and doors
 Refilling ice trays
 Cleaning kettles
 Restocking complimentary items such as tea, coffee and biscuits
 Changing drying towels and cleaning sponges
 Replenishing detergents, washing powder and cleaning agents
 Placing fresh milk in the fridge or other items as dictated by regulations
 Cleaning the microwave
 Wiping down benches and sinks
 Cleaning the floor.
Follow organizational SOP‟s when performing these tasks.

Depending on the organization, other items may also be re-stocked or stored.
When you have finished cleaning the kitchen, have a final look to ensure it is clean, tidy, dry
and fully stocked.
4.5. Replenish Guest Supplies
Introduction
Guest supplies are an important part of many guest’s stay with a property, and an on-going
source of concern for venue owners and managers.
The best advice in relation to them is „find out what the rules are … and stick to them‟.
What are ‘guest supplies’?

Depending on the establishment, there can be a number of items that will qualify as guest
supplies.
The simplest definition is „any small item that can be used, and in some cases taken, by a
guest is a guest supply‟.
Examples include:
 Compendium items
 Pens
 Paper
 Stationery
 Envelopes
 Fax or e-mail forms
 Promotional material
 Room service menus – in traditional menu format and doorknob hangers
 Sewing and shoe polishing kits
 Guest dry-cleaning bag
 Guest laundry list
 Tea, coffee, milk and biscuits
 Iron
 Fly spray
 Additional blankets and pillows
 Remote control units
 Hair dryer
 Electric jug
 Basic cups, mugs, saucers, glasses, tea-spoons, bottle opener.
As mentioned in a previous section, where the room has a kitchen/kitchenette, the concept
of room supplies expands enormously to include:
 A set number and range of cutlery and crockery

 Pots, pans and general cooking utensils
 Cleaning materials – detergent, scourers, cloths etc
 Serving plates and bowls.
Room supply basics
An integral part of preparing a guest room involves checking, replenishing or replacing room
supplies.
Set numbers for these giveaway items are set by management and these must be adhered
to.
This is to control costs.
Despite this set quantity of give-aways per room, most properties give room attendants
discretionary power to issue extras of certain items including tea, coffee, shower caps and
shampoo to guests on request. Check what applies where you work and adhere to it.
If the control of give-aways is a critical issue for management, it is necessary to locate these
items on your trolley in such as way that discourages unauthorised acquisition by guests.
This can mean locating them on the trolley so they are not easily seen and less of a
temptation.
Room supplies are for guest rooms, not for private use by staff. Using these items at work or
taking them home for your personal use is theft.
Tea, coffee and sugar items as well as shampoos and conditioners must always be checked
because these are items that guests seem to take with them even if they don‟t use them in-
room.
Pens and pads are a close second.
A double-check should be made when replenishing these items to ensure that other items
have not gone missing – such as cups, saucers, bottle openers, glasses and batteries from
the remote controls.
4.6 Check Operational Readiness of all Items and Equipment
Introduction
Enterprise standards as they apply to preparing rooms for guests can relate to issues such
as:
 Physical placement of items in the room
 Levels of cleanliness and tidiness
 Time allocated for servicing different types of rooms – for example, the time allocated
for cleaning a standard double check-out room, as opposed to the time allocated for
servicing a suite that is staying on
 Number of guest supplies of each type to be replenished
 Re-setting items in the room
 Checking the operational readiness of items.
This Section addresses the physical placement, resetting and checking the operational
ability of items in a guest room
Checking operational readiness
When cleaning a check-out room, there will be standards for checking the operational
readiness of items.
These standards aim to achieve uniformity and consistency across the establishment.
Even small things can be subject to these resetting standards. For example, some properties
will require the telephone to be placed in the cradle a certain way and the telephone cord to
fall to a nominated side of the unit.
In stay rooms, house policies may require that the settings set by the guest are allowed to
remain (with the possible exception of air conditioning temperatures).
For example, in an occupied room if the guest has light dimmers on a certain setting, the
television on a certain channel and the volume of the radio at a certain setting – leave them
as they are.
By comparison if the room is a departing room, things will need to be checked and where
necessary re-set to the house standard settings.
Items included in this aspect of room servicing will include:
 In-room air conditioning set at a predetermined temperature level

 Refrigerator left at a nominated setting
 Television set to a particular volume or channel
 Clock set to the correct time
 Alarm clock checked to ensure the alarm is not active
 Radio tuned to nominated channel and set at desired volume
 Dimmers set to medium setting
 Toaster set to desired setting
 Pens and message pads are located conveniently as required – next to bed, near
telephone. All pads and pens should be laid in identical position throughout the
venue.
It is vital that all items in the room are:

 Where they are meant to be
 In the correct quantity
 Operationally ready.
There is nothing more frustrating for a guest to have to ask for and then wait for something
to be fixed, when it should have already been checked. This is even more frustrating for a
guest who has arrived on a long flight.
4.7 Report and remedy room defects and damaged items
Introduction
Regardless of how well a room is maintained, general wear and tear will happen, equipment
will break down and other problems will occur.
It is natural and while it may be annoying, guests will have a level of understanding. That
said any problems with a room should be indentified and rectified before a room is allocated
to a guest.
Every property wants their current guests to return to them as repeat guests and to tell their
friends about how great their stay with us was so that their friends become guests who are
referred to us.
It is difficult to cultivate repeat and referral guests if their room has defects of any kind. We
must always remain very much aware that in nearly all cases „guests have options‟. If we
don’t deliver the service, facilities, and standard that they want and expect, they can very
easily stay somewhere else next time.
It can be a sobering research activity to check the local phone book and count the number of
businesses that offer accommodation, all of which are your competitors trying to take your
guests and therefore your job.
Checking for defects

Another task when servicing a guest room is to check the room for any defects in equipment,
appliances, furniture or fittings.
This inspection should also check for equipment damage.
What are defects, what is damage?

Defects or damage can result from normal wear-and-tear, accidental damage or deliberate
and malicious action by guests.
Where you suspect damage has been intentionally caused by guests and even guests that
have already checked-out, you should reports your beliefs to your supervisor and ask them
to view the damage for themselves to make a decision about what action or claims may
need to be made.
In some cases, guests may be charged for the damage and clean up costs and placed on a
„Do Not Room List‟ that automatically flags a guest for refusal when their name is entered
into the reservation system as a result of a query or a booking.
Defects or damage include:

 Broken fridge door seals
 Chipped or broken glasses
 Flickering fluorescent lights
 Blown light globes
 Remote controls with flat, or no, batteries
 Broken fixtures or fittings
 Refrigerators that make „too much‟ noise – which can prevent the guest from
sleeping
 Noisy air conditioning
 Dripping taps
 Ripped curtains and drapes that do not properly close – allowing others to see in and
unwanted light to come into the room
 Ripped, tired-looking or stained furnishings
 Fuzzy television reception
 Electric jugs and hair dryers that don‟t work
 Room cards that do not easily integrate with the power controls in-room
 Irons where the temperature control settings are not working.
If a guest finds a defect in their room they may let you know about it but they may not.
If they don’t, we have just disappointed one guest and unless we identify the problem that
has caused this we risk disappointing every other guest who uses that room!
Obviously this does little to generate repeat and referral guests.
What to do?
When a defect or damage to fixtures or fittings is identified, two courses of action present
themselves.
The course of action chosen will depend on the seriousness of the damage and whether or
not someone could be harmed because of the problem.
All action taken should be in accordance with enterprise procedures.
The two possible courses of action are:
1. The item must be taken out of service immediately and replaced if possible – for example,
it may be possible in the immediate short-term to replace a hair dryer that is not working (or
is missing) in an occupied room with one from the floor housekeeping store or from another
room that shows as vacant on your room list.
2. The item is reported on a maintenance report and submitted to the appropriate person for
action to be taken – where the item presents a physical danger to guests it must be removed
from the room, tagged as „Out Of Service‟ according to house procedures and stored
appropriately so that it will not be returned to service before being serviced.
The motto to remember is: „If in doubt, have it checked out.
Record damaged items
Damaged items need to be recorded for many operational reasons.

Every property will have its own procedures for recording damaged items and room
attendants are expected to comply with these where they identify such items in any guest
room, and regardless of who damaged the items and how they were damaged.
Properties need to be aware of damaged items for the following reasons:
 Monitoring costs
 Determining supplies that need to be ordered
 Evaluating the usefulness of products - and determining whether or not to continue
using a certain item or whether a better alternative needs to be sourced
 Identifying high damage products – to develop policies and procedures to reduce and
prevent damage
 Removing them from service for OHS and duty of care reasons.
Identifying damaged items
You can become aware that an item is damaged through personal observation when you
service a room – the basics are to:
 Look for damaged items – a visual inspection such as drips
 Listen for equipment that sounds as if it is damaged or not working as intended
 Be alert to smells that indicate problems – such as „electrical smells‟
 Heed advice from guests who report such problems.
Your personal experience in the workplace will build up over time to provide you with an idea
of what to look for and what items are commonly associated with damage.
Reporting the damage
Damaged or defective items must be reported so that appropriate remedial action can be
taken.
Options in reporting damage include:

 Speaking face-to-face with the supervisor, Floor Housekeeper or relevant other
person
 Using the in-room phone to contact and notify directly either the maintenance
department or the housekeeper. Some properties have a ban on the use of guest
room phones so check to see what applies in your workplace
 Using other internal communication methods (pager, mobile phone) to contact and
notify directly either the maintenance department or the housekeeper
 Using the in-room phone to contact reception and leave a message – see above
 Completion of a Maintenance Report identifying the damaged item, the room
number, your name, and the nature of the damage.
Identifying pests
All properties should have some form of standard and establishment-wide pest control
program in place.
This program usually combines the services of an external, professional pest control
company with regular internal efforts at pest control.
Regular checks of rooms done by the external pest control service (with their vehicle parked
around the back of the building – most people see the presence of a pest control vehicle as
evidence of a pest problem as opposed to regarding it as prevention) should be at the centre
of this program.
Where the established pest control program has not worked effectively and you identify
pests in a guest room, immediate action needs to be taken.
Besides being undesirable from an aesthetic point of view, pests in a guest room can pose a
serious health risk as well as present the potential for damage to walls and wires from
gnawing.
Types of pests
Pests include:
 Flies
 Cockroaches
 Silverfish
 Fleas
 Spiders
 Mice, rats and ants.
Signs of the presence of pests include:

 Seeing them
 Hearing them
 Seeing evidence of their presence such as droppings, spots on walls and surfaces,
eggs, webs and cocoons.
Action to take
The exact action to take when pests have been sighted or are suspected must be in
accordance with the house procedures that apply.
You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using an
aerosol spray but it is important to remember that some guests may be allergic to insect
sprays so use them sparingly.
Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live one.
Make sure you also remove any other evidence of the pests – webs, droppings.
Other pests may have to be notified to your supervisor, Head Housekeeper or the
Maintenance department for them to action. This notification should be immediate to enable
action to be taken as soon as possible.
Action to prevent a pest problem
An effective pest control program requires you to do whatever you can to keep the pests out
in the first place – in practice this means:
 Keeping doors and windows to guest rooms closed

 Making sure fly wire screens are fitted and in good condition
 Making sure that anything provided to a guest room is free from pests
 Control any pests you see – using aerosol sprays or other approved internal or
external methods; this can be baits, traps, fogging and commercial spraying.
Apply good housekeeping techniques to deny food and drink to pests and maintain hygienic
conditions – this includes:
 Never leaving food out on benches or tables

 Checking to ensure food scraps are not lying on the floor anywhere in the room – in
the kitchen under the stove; under the bed
 Keeping bins clean and in good repair
 Cleaning premises thoroughly and disinfecting when necessary
 Removing all rubbish on a regular basis.
The section has highlighted the fact that problems in a guest room, whilst mostly will
comprise defects and damage to physical items, there are other issues that need to be
addressed to ensure the guest has a positive experience.
4.8. Report Suspicious items or Situations
Introduction
Accommodation establishments are the setting for many illegal activities and all room
attendants must be alert for signs this is happening or may take place.
The role of a room attendant is this regard is only to „report‟ – it is not to intervene, take
action or put themselves in harm’s way.
Members of the public can target floors and rooms with a view to breaking and entering. If
the thief has watched their target leave the property to go on a three-hour tour they know the
target’s room will be ‟safe‟ for that period and it is a relatively easy target.
Other guests will use their room for illegal activities that they do not want to undertake at
home.
Is the activity illegal or immoral?
Individual establishments can have different approaches this.

Most properties are not prepared to allow illegal activity and also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that what guests do in the privacy of
their own room is their business.
You need to speak to your supervisor to determine what applies where you work and accept
the position taken by the establishment: if you ever have any concerns about differentiating
between „illegal‟ and „immoral‟ seek guidance on the distinctions from your supervisor and
be guided by them and their experience.
Taking action
If you notice an item that looks unusual or suspicious, or see an occurrence that is
suspicious, appropriate action should be taken immediately.
The appropriate action may be spelled out in the standard Emergency Procedures for your
venue.
The action may be to:

 Advise the floor supervisor, the Floor Housekeeper or the Executive Housekeeper
 Contact venue security.
Always adhere to workplace policies and procedures when dealing with such matters, as
they are potentially dangerous and serious.
An unusual item or situation may include:

 A package left unattended in corridor or stairwells
 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room – whether the room is a stay room or a departed room
 Drugs – or packages thought to contain drugs
 Explosives
 Evidence of drug taking in a room – including the presence of drug paraphernalia.
Suspicious occurrences or people may include:
 Person behaving nervously or anxiously in a corridor, stairwell, near a store room, in
the guest laundry etc
 Person in an area they shouldn’t be in – such as areas members of the public in
areas restricted for „Staff Only‟ access
 Person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter on a floor, along corridors, in public areas
 Person asking you to let them into a room.
If you see or hear anything that is suspicious, unusual or appears illegal you should:
 Not say anything to the persons involved
 Try not to alert them to the fact you have noticed something suspicious or unusual.
 Try to remember as much detail as possible – write down notes when safe to do so
 Alert the relevant person as soon as possible in such a way that others (those
involved and other guests) cannot hear what is being said.
It is rare for you to have the authority to call police so you should refrain from doing this in all
but the most extreme cases of actual or imminent danger.
4.9. Handle Guest Property Left in Room from which the Guest has Departed
Introduction
From time to-time departing guests leave items in their rooms.

Sometimes this is an over-sight on their part and sometimes it is intentional.
Regardless, all guest property found in a check-out room must be handled in accordance
with house policy.
Dealing with lost property
There may be times when you come across items in check-out rooms that have been left
behind by the guest.
Such items should be treated as valuable in the first instance, no matter what the actual
dollar worth of replacing such an item may be.
For example, a simple, partially used bottle of facial foundation, a camera, piece of clothing
or an item of jewellery. They are all the same in terms of being a „lost and found‟ item.
All such items should be taken to the housekeeping department and recorded in the „Lost
and Found‟ log book.
It is the housekeeping department’s responsibility to keep accurate records of all items found
in guest rooms or public areas.
Information that needs to be recorded about the item may include:

 Date found
 Room number – or other location as appropriate (corridor, guest laundry etc.)
 Exact location in room where item was found – „under the bed‟, „in the bathroom‟
 Description of item – such as „Gent’s briefcase, brown, locked, Avon brand‟, „ladies
Seiko watch, gold with leather strap‟
 Name of person who found the item
 Date item was returned to the owner - after item has been claimed or sent to the
rightful owner.
Generally, lost property is kept for three months, however during that time the establishment
may attempt to contact the owner, especially if the item appears valuable or the guest is a
regular.
Where forwarding address or phone number is available, the guest is contacted and asked if
they would like the item returned.
The guest may be asked to forward postage before the item is sent.
A „With Compliments‟ letter generally accompanies the return of the item and a copy of this
letter should be filed in the lost property correspondence file.
Some items that have not been claimed within a three-month period, after all channels to
contact the owner have been exhausted, will be given back to the finder or handed to police
depending on the value of the item and what it is.
Lost property should never be taken off the premises without the correct authorisation. You
cannot assume that an item is yours simply because you found it and the owner has
departed.
Is it ‘lost’ or has it been left on purpose?
Where the lost property is clothing (especially lingerie) or other items of a delicate nature,
the decision about whether or not to contact the guest must be made with due consideration
to all the possible ramifications. Tact and diplomacy may dictate that no contact is made in
order to avoid embarrassment and other potential problems.
This highlights that not all items left in a guest room are „lost‟. They may have been
deliberately left there.
Perishable food
Where perishable foods are found, two options are commonly available.
The first option is that you may have discretionary powers to deal with any perishable food
you find.
This may include minor quantities of things such as leftover takeaway foods, a few biscuits in
an open packet, or a couple of slices of cheese, a tomato and some slices of bread left in the
fridge.
If the items have been left by a departed guest, you may elect to throw out such items.
Naturally the food would be left where it is if the guest was staying on.
The second option is that Standard Operating Procedures require all staff to take all found
perishable food to the Executive Housekeeper’s office, and to allow that person to make the
decision.
Liquor
Again, specific house practices will vary between establishments.

Commonly, any unopened bottle of liquor – spirits, wine, beer or whatever else is logged in
the standard way, and the liquor may then forwarded to the central liquor store for safe-
keeping or retained in the Housekeeping office for three months.
Opened bottles may be stored in the normal Lost and Found store, or can be forwarded to
another department.
It is useful to remember that what is actually inside a bottle of open beverage could be
anything.
What is on the label may not be what is in the bottle so you should definitely guard against
having a drink from any bottle, alcoholic or non-alcoholic, that has been already opened.
Other items
There is really no end to the nature of items that can find their way into the Lost and Found
area from the very ordinary to the highly exotic!
In general terms, however, they can include:
 Inexpensive items – these must still be handed in as, despite being inexpensive, they
may still have significant sentimental value. These items may include cheap pens,
disposable items, handkerchiefs and socks
 Expensive items – objects of obvious worth such as cameras, lap top computers,
electric razors, jewellery, cash, or clothing
 Documents – this can cover a wide range of papers including business and personal
documents, as well as related items such as passports and credit cards.
Given this wide variety of items that could be found it is worth checking house rules
in regard to the following:
 Newspapers, magazines and books – while it is common practice for staff to dispose
of newspapers from check-out rooms, check your house rules to make sure.
Also, find out about the house rules that relate to the disposal of magazines and books. Can
they be thrown out, or is there a requirement to hand them in?
What criteria apply, if any, to making the decision about keeping or throwing out these
items?
 Cash – check to see if your venue has a special rule about cash that is found.
Regardless of what is considered is to be lost or found; it must be reported and recorded

according to organizational requirements.
LEARNING OUTCOME NO 5. CLEAN AND STORE TROLLEYS AND
EQUIPMENTS
Contents:
1. Clean and store trolleys
2. Replenish stock items as necessary
3. Clean housekeeping equipment prior to storage
6. Provide turn-down service
7. Carry out rotational cleaning duties
8. Lend equipment to guests, as requested in accordance with house policies
Assessment/Performance Criteria:
1. Trolleys and equipment are cleaned after use in accordance with safety and enterprise
procedures
2. All items are correctly stored in accordance with enterprise procedures
3. Supplies and items are checked and replenished or re-ordered in accordance with
enterprise procedures
4. Additional housekeeping services is provided as requested in accordance with enterprise
procedures
5. Turn over procedure for next shift is carried out in accordance with enterprise procedures
Condition:
equipment fittings
 hanger
Methodology:
 Film viewing
 Demonstration
 Discussion
 Observation
5.1. Clean and Store Trolleys
Introduction
Your work as a room attendant does not finish when you complete servicing the last room
allocated to you.
Before you leave, there are several end-of-shift duties that will need to be completed.
This Section looks at the need to clean your housekeeping trolley that was used during the
room servicing procedures
After every use you are responsible for cleaning and restocking the trolley you have used
during the cleaning activities.
Cleaning the housekeeping trolley
Generally a wipe over assisted by a general purpose cleaner should suffice, with extra spot-
cleaning as required.
The intention is to remove any marks that the trolley may have and to maintain its attractive
appearance. You may need to replace used or dirty linen and rubbish bags that are provided
at end of the trolley to maintain eye appeal.
Attention should also be paid to:

 Removing any soiled items
 Removing any empty packages.
Restock the housekeeping trolley

The trolley is not unloaded at the end-of-shift. Items that are on the trolley when it returns to
the storeroom are left on it.
It is important that you restock your trolley so that it is ready for the next shift.
Each organization will have different items that need to be placed on the trolley.
5.2 Replenish Stock Items as Necessary
Introduction
One of the last tasks you will be required to do at the end of a shift is to check the supplies
that exist in the housekeeping store.
You may be required to order extra supplies, or replenish them.
Reordering stock and supplies

Your experience coupled with any management guidelines relating to the levels of stock to
be kept in a housekeeping storeroom will assist in determining whether or not stock or
supplies need to be ordered.
The aim of maintaining stock and supplies in a housekeeping store is that you never run out
of anything but you don’t over-stock
Housekeeping trolleys can be stocked at the beginning or end of each shift, but it is
preferable that they are fully re-stocked at the end of the day‟s work, so the trolley is
shift.
When supplies run low during a shift, further supplies may be accessed from the
housekeeping store room. There is generally one on each floor which must be kept locked to
prevent unauthorized access.

It will identify:
 Quantity
 Date.
The majority of housekeeping departments will have a standard order/requisition form.

shift today, should result in the supplies that have been ordered or „requisitioned‟ being
supplied to the appropriate floor housekeeping store/linen room later that day or early the
next day before the next shift starts work.
What should be checked to replenish or reorder?
In short, everything‟.
The housekeeping store often contains a multitude of items over and above the room and
guest supplies that have been mentioned elsewhere in these notes.
It is not uncommon to find one or a few of the following in most housekeeping stores:
 Light globes
 Batteries for remote controls
 Ash trays
 Glasses
 An assortment of cutlery and crockery – plus an assortment of cooking items where
rooms have a kitchenette
 Safety pins and drawing pins
 Spare electric blankets, irons, ironing board covers, hair dryers, electric jugs etc
 Ice cube trays.
Where you have run out of any of the above or you suspect stocks are below what can
reasonably be needed, you should requisition or reorder them.
5.3. Clean Housekeeping Equipment Prior to Storage
Introduction
Now that the storage areas are maintained and restocked it is important to ensure that all
housekeeping equipment is clean and ready for the next shift.
Following is a brief description of how different equipment can be cleaned and stored.
Equipment to be cleaned
Mops
Procedures for cleaning of the three main types of mops are as follows:
 Dusting mops – after use, shake thoroughly in appropriate location (outside) then
wash in hot soapy water, and hang out to air dry
 Polishing mops – on a regular basis, remove fluff and rinse mop in turpentine, which
will remove the polish – after the mop has been squeeze-dried, re-coat with polish
 Washing mops – on a regular basis mops should be washed in hot soapy water,
rinsed thoroughly, squeeze-dried, and then hung up to air dry.
Dusters
Cleaning of dusters involves:

 Shaking clean regularly in an appropriate outside location
 Washing in accordance with the manufacturer’s instructions – the laundry will be
responsible for this: you will be required to leave all used dusters and cleaning cloths
in a nominated location for the laundry porter to pick up.
Brooms and brushes
Cleaning of brooms and brushes may vary with special items but the general approach is:
 Shake clean in an outside location
 Wash with designated detergent – some properties will also require sanitising
 Hang to air dry
Cloths and sponges

 Clothes may be given to the laundry for cleaning, or you may have to do your own:
the increasing use of disposable cloths has reduced the need to clean these.
 Where you have to clean your own:
 Wash with designated detergent – some properties will also require sanitising
 Air dry.
Buckets
A dedicated bucket wash area complete with purpose-built sink and grate (for resting the
bucket on) may be available – buckets may also be filled at this location.
Cleaning involves:
 Tipping out the dirty water into the sink or gully trap identified for this purpose –
buckets should not be emptied in the guest room
 Removing or rinsing out any dirt and material
 Washing with designated detergent – some properties will also require sanitizing
 Checking rollers and removing debris as required – clean rollers with cloth
 Turning upside down and leaving to air dry.
Vacuum cleaners
 All vacuum cleaners must be cleaned out at the end of the shift and the bag replaced
if required.
 The machine and its attachments must be wiped clean using a damp cloth.
 The power cord should be wrapped correctly and safely.
 All cleaning of vacuum cleaners must be done in accordance with manufacturer’s
instructions.
Where does this happen?
 This cleaning is usually done in the room where the trolleys are kept at the end of
shift. The floor housekeeping store, or there may be a need to take the trolley to
some remote dedicated cleaning area.
 Equipment is cleaned after use so as to:
 Maintain a high level of appearance –equipment is seen by many guests who may
reach a decision about our cleaning procedures based on the trolleys they see in the
corridors
 Maximize their operational effectiveness
 Leave the items ready for use.
Location for storing equipment
In general:
 Large items – vacuum cleaners, brooms, buckets – go on the floor
 Smaller items go on shelves – shelves often have labels to show what goes where.
 Everything has its nominated position in the storeroom to:
 Make it easy to see what is left and how much is left
 Allow all room attendants to quickly obtain what they want – remember that others
will also be using this store
 Facilitate stocktaking activities.
Checks to make when storing equipment
When storing equipment, check the following:
 All minor or major faults and repair needs have been identified and acted upon
 All equipment has been cleaned – and where appropriate, dried
 Electrical cords are rolled up and positioned safely and securely
 Every piece of equipment and every cleaning item is stored safely (that is, so as not
to pose a risk to staff) and in the appropriate location
 The door to the storeroom is locked when you leave.
Finally
Go to the Head Housekeeper’s office and:
 Advise that you have finished and about to go – this is a good practice because it
allows you to be informed about other needs. It is also polite and expected staff
behaviour.
 Don’t just go home without telling anyone you are going
 Notify the office of any problems you have identified or any suspicions etc you have.
 This includes submitting any requisitions, requests, reports, forms etc.
 Hand back and sign in your room keys or cards
 Complete your time sheet.
Once you have completed this task you have successfully completed your shift.
As this manual demonstrates, the role of a room attendant is a hard job requiring a special
person with a wide range of knowledge, skills and attributes.
The room attendant is truly the spine of the hospitality industry.
5.4. Complete Required Records and Notifications
Introduction
The role of a room attendant is relatively free from paperwork and reports; however there are
some records that need to be updated by room attendants as part of their job.
As room attendants work alone or in pairs for the majority of their shift, written
communication is vital to ensure information is recorded and shared with other
housekeeping team members.
Types of records and notifications
Some of the records and notifications written by room attendants on a daily basis include:
 Recording status of rooms

 Lost property reports
 Ordering of supplies
 Handover reports – information required for the next shift, including turn-down rooms
to complete and incidents that occurred that day
 Records of items that were loaned to guests
 Maintenance requests
 Time sheets.
Each workplace may have additional forms that need to be completed to suit the
requirements of their role.
Provide Additional Housekeeping Services
6.1: Provide turn-down service
Introduction
Turn down service is service commonly found in four and five star hotels. It is a service that
prepares the room at the end of the day for the comfort of the guest. It is designed to make
the room soothing and inviting for rest and relaxation.
Quite often a guest will be using the room during the day and by the afternoon it may be dirty
or in need of fresh amenities.
„Living‟ in a hotel is different from home. Normally at home a person has a variety of rooms
that they use, with clutter being spread. This is not the case in a hotel room, where only one
room is used, with all activities contained within this one room.
This service is normally provided in the late afternoon or early evening and is performed at a
time when it is expected that the guest is not in the room.
Turn-down steps
Preparation
The first step is to prepare the items that may be used as part of turn-down including:
 Linen – bed sheets, bath towels and pillows
 Amenities – shampoo, conditioner, hand lotion, moisturiser, sanitary items, toilet
paper, tissues
 Give-aways – newspapers, chocolates, fruit, messages, flowers.
Enter the room
There will be a good chance the guest is in the room and may request:
 No service
 Supply of more and replacement items whilst not allowing you to enter the room
 Turn-down service as normal.
Regardless of their request it is your job to complete your tasks with minimal disruption to
the guest. Time is of the essence in this situation, therefore clever thinking is required. The
aim is to minimize movement and unnecessary trips in and out of the room. Plan what you
are going to need.
Complete turn-down service
Normally turn-down includes:

 Closing of curtains
 Turning on lights to a soothing level
 Playing appropriate music through the radio or television
 Preparing the bed by removing or folding back display quilts and blankets making
access to bed easier
 Placing items on the bed including fruit, messages, flowers or chocolates Replace
dirty towels
 Clean basic and bathroom surfaces
 Clean used crockery and cutlery
 Clean bins
 Conduct a general clean and tidy.
Complete turn-down service
Once you have completed the turn-down service:

 Ask guest if they require any additional services – they may have laundry for
submission
 Excuse yourself and leave the room at the earliest possible convenience.
Do Not Disturb (DND) Rooms
A number of rooms may have their DND signs out. In this case you must not knock on the
door or enter the room. You should:
 Record the time
 Go back after you have completed other rooms to check if the room is ready for
service
 If the DND sign is still there, slip an appropriate card under the door, requesting the
guest to call housekeeping if they require turn-down at an appropriate time.
If performed correctly the turn down process should take approximately 10 minutes per
room.
6.2 Carry out Rotational Cleaning Duties
Introduction
In the course of a normal day, room attendants will clean rooms as required to get a room
ready for a new arrival, or to clean an occupied room. This activity is normally allocated a
nominal time from between 20-40 minutes per room.
At times though, rotational cleaning duties will need to be performed which will take longer to
undertake.
These activities may be classified as:
 Preventative maintenance – activities to ensure equipment furniture, fixtures and
fittings are operation and effective
 Deep cleaning – activities to ensure equipment furniture, fixtures and fittings are
clean.
Regardless of the activity normally these are completed at times with lower occupancy,
requiring management to find tasks for full time staff that would otherwise be cleaning
rooms.
Preventative maintenance
Some of these activities may include:

 Turning of mattresses – most people will sleep on one side of the mattress so
mattresses will be turned around and over to ensure even use and wear
 Replacement of items – curtains, shower curtains, bedding, pillows, replacement of
old appliances.
Deep cleaning
In the normal daily cleaning process whilst the guest room is cleaned, it may be „surface
clean‟ requiring a „deep clean‟ on a regular basis.
This may include a deep cleaning of all surfaces in a room including:
Room cleaning
 Moving all furniture and ensuring it is clean underneath
 Steam cleaning of floors, furniture and curtains
 Extensive glass cleaning
 Closer attention to the baseboards ensuring all dirt is wiped clean
 Dust and clean blinds, valences or shutters
 Vacuum or clean high shelves.
Bathroom Cleaning
 Bleaching of all surfaces
 Extra attention to grouting of shower, wall and floor tiles.
Kitchen Cleaning
 Pull stove and other appliances away from wall and clean behind and under them
 Detail cabinets and pantry
 Detail kitchen drawers
 Refrigerator should be cleaned under and behind. Vacuum under the refrigerator grill
and clean out hair, lint and dirt in coils
 Disinfect countertops, backsplash, front of cabinetry and under countertop appliances
 Disinfect grooves in dishwasher and stove using a small brush
 Defrost freezers
 Disinfect kitchen tidy bins.
Deodorizing and spraying
All rooms should be deodorized and sprayed for insects on a regular basis.
Normally this will require a professional service with specialized equipment and may involve
strong smelling or harmful chemicals. Adequate time is required for all odours to dissipate
before the room can be allocated to guests.
Detail room check
After any major cleaning activity it is important that the room is ready for use.
Therefore before leaving a guest room the following items should be checked, visually
inspected and confirmed:
 All equipment is in correct operational order

 All equipment is re-set – clock radio, video, telephone volume, etc. Always check the
alarm clock and re-set where necessary to „Off‟; many guests have had a good
night’s sleep interrupted at 4:30AM by an alarm set by the previous guest!
 All crockery, cutlery and glassware is clean and replaced
 All light bulbs are operational
 Bed has been made properly and looks attractive
 All picture frames are straight
 All furniture is in the correct location
 Bathroom is clean and all stock replenished
 Refrigerator is clean, turned on and restocked as required (fresh water, milk, ice
cubes)
 All guest supplies (give-aways) have been restocked
 Bin liners have been replaced
 All windows are closed
 External doors to balconies are locked
 All blinds and curtains are in place
 Floor has been vacuumed
 All lights are turned off.
Anything not conforming to the standards set by the house must be addressed. There is no
point doing a final check, finding a problem or area that isn’t right and then just ignoring it!
6.3 Lend equipment to guests, as requested in accordance with house policies
Introduction
It is impossible for a hotel to provide all items the guest could possibly need in all rooms.
Firstly the cost would be substantial, the room would become more cluttered and the
opportunity for theft would greatly increase.
Therefore most hotels will have items available for loan to guests, upon request.
Types of loan items
Items that are commonly loaned to customers may include:

 Special pillows
 Extra bedding
 Extra crockery and cutlery
 Cots
 Extra beds / rollway beds
 Extra furniture
 Ice buckets
 Extra towels
 Telephone chargers
 Power boards
 Internet cables
 Video players and consoles
 Children games & toys
 DVD‟s
 Books
 Iron and ironing board
 Electrical adapters
 Bath robe and weight scales
 Hair dryer
 Extra coat hangers
 Portable fans or heaters
 Picnic baskets
 Clothes drying racks.
Each operation will have its own items that it loans to guests, whether on a free of charge
basis or for a fee.
Procedures for loaning items to guests
Depending on the item there are a number of steps that could be taken:
 Record item – this is to ensure that once the guest has departed the item is still in the
room and accounted for and that the appropriate action is taken to return it to its
appropriate storage location
 Give the item in a timely manner; this is an important service aspect. It is important to
get the item as soon as possible to the guest
 Get a guest signature if an item is expensive or if there is a charge involved
 Record charges where appropriate; this is often completed at Front Office
 Ensure items have been returned.
Prepare for next shift
7.1 Complete Required Records and Notifications
Introduction
The role of a room attendant is relatively free from paperwork and reports; however there are
some records that need to be updated by room attendants as part of their job.
As room attendants work alone or in pairs for the majority of their shift, written
communication is vital to ensure information is recorded and shared with other
housekeeping team members.
Types of records and notifications
Some of the records and notifications written by room attendants on a daily basis include:
 Recording status of rooms

 Lost property reports
 Ordering of supplies
 Handover reports – information required for the next shift, including turn-down rooms
to complete and incidents that occurred that day
 Records of items that were loaned to guests
 Maintenance requests
 Time sheets.
Each workplace may have additional forms that need to be completed to suit the
requirements of their role.
7.2: Dispose of Rubbish
Introduction
Housekeeping is all about cleanliness and tidiness and this should not stop at the end of the
day.
The general cleanliness and hygiene of a hospitality business is vital to the health of all
stakeholders including staff, guests, owners and the community in general.
In reality, taking care when handling and disposing of rubbish is vital for a number of reasons
including:
 A clean environment is aesthetically pleasing
 Reduction of accidents caused by people tripping and falling over
 Reduction of the chance of contamination
 Reduction of unpleasant odours
 Attraction of fewer insects and rodents
 Reduced likelihood of contamination.
All staff have a responsibility to dispose of rubbish in a way that poses minimal hazards to all
stakeholders. Anyone who handles rubbish is at risk or injury and illness if it is not handled
correctly.
Types of rubbish
There are two main types of rubbish in hospitality environments:
General Rubbish
This is similar to household rubbish and is the type of rubbish most found in hospitality
organizations and guest rooms. It includes:
 Paper and boxes
 Bottles
 Plastic containers
 Food and beverage related trash.
Hazardous Rubbish
This is rubbish that can be harmful and should be treated carefully. It includes:
 Chemicals
 Broken glass
 Cleaning products
 Disinfectants
 Unknown bottles and liquids.
Handling rubbish
Staff should handle rubbish as little as possible before disposal. Special care must be taken
when handling hazardous rubbish. It may require special bags or boxes (in the case of
broken glass).
It is always advisable to:
 Wear gloves when handling rubbish

 Not overload rubbish bags or bins
 Use safe manual handling techniques
 Use a trolley to move rubbish where necessary
 Dispose of rubbish in a timely manner
 Move rubbish to disposal areas during quiet times or on quiet routes
 Place rubbish in suitable disposal areas – this includes the separation of paper, glass
and plastic based products.
The efficient and effective removal of rubbish is key to maintaining a clean and tidy
workplace.
7.3 Clean and Store Trolleys
Introduction
Your work as a room attendant does not finish when you complete servicing the last room
allocated to you.
Before you leave, there are several end-of-shift duties that will need to be completed.
This Section looks at the need to clean your housekeeping trolley that was used during the
room servicing procedures
After every use you are responsible for cleaning and restocking the trolley you have used
during the cleaning activities.
Cleaning the housekeeping trolley

Generally a wipe over assisted by a general purpose cleaner should suffice, with extra spot-
cleaning as required.
The intention is to remove any marks that the trolley may have and to maintain its attractive
appearance. You may need to replace used or dirty linen and rubbish bags that are provided
at end of the trolley to maintain eye appeal.
Attention should also be paid to:
 Removing any soiled items
 Removing any empty packages.
Restock the housekeeping trolley
The trolley is not unloaded at the end-of-shift. Items that are on the trolley when it returns to
the storeroom are left on it.
It is important that you restock your trolley so that it is ready for the next shift.
Each organization will have different items that need to be placed on the trolley.
7.4 Replenish Stock items as Necessary
Introduction
One of the last tasks you will be required to do at the end of a shift is to check the supplies
that exist in the housekeeping store.
You may be required to order extra supplies, or replenish them.
Reordering stock and supplies Your experience coupled with any management guidelines
relating to the levels of stock to be kept in a housekeeping storeroom will assist in
determining whether or not stock or supplies need to be ordered.
The aim of maintaining stock and supplies in a housekeeping store is that you never run out
of anything but you don’t over-stock
Housekeeping trolleys can be stocked at the beginning or end of each shift, but it is
preferable that they are fully re-stocked at the end of the day’s work, so the trolley is
shift.
When supplies run low during a shift, further supplies may be accessed from the
housekeeping store room. There is generally one on each floor which must be kept locked to
prevent unauthorized access.
It will identify:
 Person requesting the items

 Type of items needed
 Quantity
 Date.
The majority of housekeeping departments will have a standard order/requisition form.

shift today, should result in the supplies that have been ordered or „requisitioned‟ being
supplied to the appropriate floor housekeeping store/linen room later that day or early the
next day before the next shift starts work.
What should be checked to replenish or reorder?
 In short, „everything‟.
 The housekeeping store often contains a multitude of items over and above the room
and guest supplies that have been mentioned elsewhere in these notes.
It is not uncommon to find one or a few of the following in most housekeeping stores:
 Light globes
 Batteries for remote controls
 Ash trays
 Glasses
 An assortment of cutlery and crockery – plus an assortment of cooking items where
rooms have a kitchenette
 Safety pins and drawing pins
 Spare electric blankets, irons, ironing board covers, hair dryers, electric jugs etc
 Ice cube trays.
Where you have run out of any of the above or you suspect stocks are below what can
reasonably be needed, you should requisition or reorder them.
7.5: Clean Housekeeping Equipment prior to Storage
Introduction
Now that the storage areas are maintained and restocked it is important to ensure that all
housekeeping equipment is clean and ready for the next shift.
Following is a brief description of how different equipment can be cleaned and stored.
Equipment to be cleaned
Mops
Procedures for cleaning of the three main types of mops are as follows:
 Dusting mops – after use, shake thoroughly in appropriate location (outside) then
wash in hot soapy water, and hang out to air dry
 Polishing mops – on a regular basis, remove fluff and rinse mop in turpentine, which
will remove the polish – after the mop has been squeeze-dried, re-coat with polish
 Washing mops – on a regular basis mops should be washed in hot soapy water,
rinsed thoroughly, squeeze-dried, and then hung up to air dry.
Dusters
Cleaning of dusters involves:

 Shaking clean regularly in an appropriate outside location
 Washing in accordance with the manufacturer’s instructions – the laundry will be
responsible for this: you will be required to leave all used dusters and cleaning cloths
in a nominated location for the laundry porter to pick up.
Brooms and brushes
Cleaning of brooms and brushes may vary with special items but the general approach is:
 Shake clean in an outside location
 Wash with designated detergent – some properties will also require sanitizing
 Hang to air dry.
Cloths and sponges
Clothes may be given to the laundry for cleaning, or you may have to do your own: the
increasing use of disposable cloths has reduced the need to clean these.
Where you have to clean your own:
 Wash with designated detergent – some properties will also require sanitizing
 Air dry.
Buckets
A dedicated bucket wash area complete with purpose-built sink and grate (for resting the
bucket on) may be available – buckets may also be filled at this location.
Cleaning involves:
 Tipping out the dirty water into the sink or gully trap identified for this purpose –
buckets should not be emptied in the guest room
 Removing or rinsing out any dirt and material
 Washing with designated detergent – some properties will also require sanitizing
 Checking rollers and removing debris as required – clean rollers with cloth
 Turning upside down and leaving to air dry.
Vacuum cleaners
 All vacuum cleaners must be cleaned out at the end of the shift and the bag replaced
if required.
 The machine and its attachments must be wiped clean using a damp cloth.
 The power cord should be wrapped correctly and safely.
 All cleaning of vacuum cleaners must be done in accordance with manufacturer’s
instructions.
Where does this happen?
This cleaning is usually done in the room where the trolleys are kept at the end of shift. The
floor housekeeping store, or there may be a need to take the trolley to some remote
dedicated cleaning area.
Equipment is cleaned after use so as to:

Maintain a high level of appearance –equipment is seen by many guests who may reach a
decision about our cleaning procedures based on the trolleys they see in the corridors
Maximize their operational effectiveness
Leave the items ready for use.
Location for storing equipment
In general:
 Large items – vacuum cleaners, brooms, buckets – go on the floor
 Smaller items go on shelves – shelves often have labels to show what goes where.
Everything has its nominated position in the storeroom to:

 Make it easy to see what is left and how much is left
 Allow all room attendants to quickly obtain what they want – remember that others
will also be using this store
 Facilitate stocktaking activities.
Checks to make when storing equipment
When storing equipment, check the following:

 All minor or major faults and repair needs have been identified and acted upon
 All equipment has been cleaned – and where appropriate, dried
 Electrical cords are rolled up and positioned safely and securely
 Every piece of equipment and every cleaning item is stored safely (that is, so as not
to pose a risk to staff) and in the appropriate location
 The door to the storeroom is locked when you leave.
Finally
Go to the Head Housekeeper’s office and:

 Advise that you have finished and about to go – this is a good practice because it
allows you to be informed about other needs. It is also polite and expected staff
behaviour. Don’t just go home without telling anyone you are going
 Notify the office of any problems you have identified or any suspicions etc you have.
 This includes submitting any requisitions, requests, reports, forms etc.
 Hand back and sign in your room keys or cards
 Complete your time sheet.
Once you have completed this task you have successfully completed your shift.
As this manual demonstrates, the role of a room attendant is a hard job requiring a special
person with a wide range of knowledge, skills and attributes.
The room attendant is truly the spine of the hospitality industry.

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SESSION PLAN

UNIT OF COMPETENCY : CLEAN AND PREPARE ROOMS FOR

MODULE TITLE : CLEANING AND PREPARING ROOMS FOR

NOMINAL DURATION : 30 hours

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

1. Set up equipment and trolleys

1. Load housekeeping trolley with supplies for service

1. Describe the services delivered by a room attendant

The participants will have access to:

Cleaning supplies and Furniture, fixtures and Room supplies

 Modular ( self paced)

 Interview ( oral/ questionnaire)

Learning Outcome 1: SET UP EQUIPMENT AND TROLLEYS

Learning Activities Special Instructions

Read and understand the information

Answer performance criteria checklist Performance criteria checklist will guide

Evaluate your own work using the

LO 1. Set up Equipment and Trolleys

1.1. Load Housekeeping Trolley with Supplies for Service

What is manual handling?

Manual handling activities include:

Key points to remember when stocking or handling trolleys:

Various pieces of equipment are needed to service a guest room.

Brooms and brushes

The most common types of brooms and brushes are:

All trolleys should have a dust pan and brush set.

Cleaning agents and chemicals

Depending on what is in each room you may be required to have:

These products are supplied by industrial chemical companies.

Items include soaps, shampoos, conditioners, talcum powder, gels, toothpaste,

Promotional & Informational Material

Ordering and receiving supplies

When requesting supplies you may be required to complete a requisition form.

1.2. Check Housekeeping Trolley prior to Use

 Keys for floors and rooms

Security of housekeeping trolleys and supplies

Position of trolleys on guest floors

 It makes it harder for movement of people in the corridor

So where do you place the trolley?

1. Replenish linen room supplies

1. Rooms requiring service are correctly identified based on information supplied to

The participants will have access to:

Cleaning supplies and Furniture, fixtures and Room supplies

 Interview ( oral/ questionnaire)

Learning Outcome 2. ACCESS ROOMS FOR SERVICING

Learning Activities Special Instructions

Read and understand the information

Answer performance criteria checklist Performance criteria checklist will guide

Evaluate your own work using the

2.1. Replenish linen room supplies

Need for Adequate Supplies

Various pieces of equipment are needed to service a guest room.

A housekeeping trolley is sometimes called a „Maids‟ trolley‟.

Brooms and brushes

The most common types of brooms and brushes are:

All trolleys should have a dust pan and brush set.

Cleaning agents and chemicals

Depending on what is in each room you may be required to have: