Cleanliness and Condition Guidelines DTCM has an exemplary reputation for its management of the standards of Hotel Establishments in Dubai and Cleanliness play a major part in this. Cleanliness expectations

2014 – VERSION 1

Cleanliness and Condition Standards Cleanliness Guidelines DTCM has an exemplary reputation for its management of the standards of guest accommodation in Dubai and Cleanliness plays major a part in this. Cleanliness expectations mean the following: The cleanliness of the inside of the establishment, specifically All finishes including glass, mirrors, wood etc., Furniture, fixtures and fittings including bathrooms, dressing areas Special attention must be given to ensure everything is dust free and no evidence of marks or staining Safety of the guest is paramount and therefore the establishment must be completely hazard free Assessors should note that‘ADEQUATE’ is not sufficient. Any imperfections must bedocumented,reported and correctedby the establishmentwithin a specific timeframe

Condition Guidelines DTCM promises its visitors an exceptional experience and servicesecond to none. It is therefore imperative that Condition standards aremaintained. Conditionexpectations mean the following: The condition of the inside of the establishment, specifically The finishes of fabric and other material i.e. Leather, Drapes, Covers etc., The condition of the furniture, fittings and equipment All equipment fully functioning and free from hazards Assessors should note that‘ADEQUATE’ is not sufficient. Any imperfections mustbe documented, reported and corrected by the establishment within a specific timeframe

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1

General Areas

Cleanliness Standard

1.1

Lobby Hallways Restaurant area Reception area

2

Soft Furnishings

2.1

Mattresses & Bed linen

Clean and no evidence of spots or stains. All fabric must be stain resistant and washable Housekeeping records to show regular inspection for insect infestationand/or deep cleaning programmes

No tears, snags, holes, frayingor signs of discolouration. Mattresses appear new with noevidence of wear, sagging, stains or springs. Child cots/beds to be free from any defects which could cause injury e.g. screws or splinters etc…

2.2

Carpets

Clean and no evidence of spots or stains. All fabric must be stain resistant and washable Housekeeping records to show regular inspection for insect infestation and/or deep cleaning programmes

No fraying or patchy areas to fitted carpets Any visible edgesmust be properly boundand stretched with no ripples

No dust, dirt, litter, dirty ashtrays etc., Housekeeping proceduresshould be in placeand implementation checked to ensure regular cleaning and monitoring takes place Schedules should showthe frequency of cleaning and insect infestation prevention methodsi.e., bed bugs No hazards in all areas, i.e., wet floors, debris etc.,

Cleanliness Standard

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Condition Standard All fixtures and equipmentto be functional Maintenance contractto be in place All finishes, furniture must show no signs of chipping, cracking, or signs of wear and tear or discolouration All public areas to be clear from clutter and organised

Condition Standard

2

Soft Furnishings

Cleanliness Standard

2.3

Upholstery Fabric & foam

Clean and no evidence of spots or stains. All fabric must be stain resistant and washable Housekeeping records to show regular inspection for insect infestationand/or deep cleaning programmes

2.4

Leather items

Clean and no evidence of spots or stains. Housekeeping records to show regular inspection for insect infestationand/or leather treatment

3

Hard Furnishings

Cleanliness Standard

Condition Standard No tears, snags, holes, fraying Seams to be in tact No fading, worn appearance or any signs of discolouration. All foam and fabric must meet civil defence codes for flame resistance including lamp shades. Fabrics must beflame resistant or pre-treated. Seating upholstery mustnot be sagging Scatter Cushions must be in shape and no broken zips or openings No scratches or holes.

Condition Standard

(including outdoor furniture)

3.1

General Hard Furnishing & Case Goods

Clean and free from stains, dust, and dirt.

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Any glue or joining material must be hidden Any cabinets must be intactand stable, without damage (e.g. no cracks etc..) Frames, cornices, and skirtingmust be level andfixed correctly There must be no gaps between the skirting and the floor

3

Hard Furnishings

Cleanliness Standard

Condition Standard

(including outdoor furniture)

3.2

Doors

Clean and free from stains, smears, and dirt Housekeeping records to showperiodic inspection for insect infestation (termites)

Correctly sealed and finished All metal fixings including handles must be in place and installed correctly (e.g. no missing screws) Doors must be correctlyaligned, and open/close with ease

3.3

Cabinets & wardrobes

Clean and free from stains, smears, and dirt Housekeeping records to show periodic inspection for insect infestation (termites)

Smooth surfaces including any exposed sides Drawers should open and close with ease No chips, cracks, or scratches

3.4

Chairs & tables

Clean and free from stains, smears, and dirt Housekeeping records to show periodic inspection for insect infestation(termites)

Secure and stable with even legs No chips, cracks, or scratches.

4

Finishes

4.1

Wood finishes

Clean and free from stains, dust, and dirt

No chips, cracks or deep scratches or undulations / warping.

4.2

Glass & Mirrors

Clean and free from stains, spots,and smudges.

No distortion, cracks or chips Wall or door mirrors to be securely fixed Mirror surrounds must be free from tarnish

Cleanliness Standard

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Condition Standard

4

Finishes

Cleanliness Standard

4.3

Paint

Clean and free from dust, dirt and scuff marks

No scratches, chips, or peeling Colour must be consistent

4.4

Metal finishes

Clean and free from spots and smears.

No corrosion, rusting,tarnish, or denting Smoothnesswith no sharp edges.

4.5

Tiles

Clean and free from spots, stains, dust, and dirt Grouting is clean with no evidence of mildew

Level surfaces. No cracks or chips.

4.6

Wallpaper Wall coverings Veneers

Clean and free from stains, blemishes, and marks

Free from tears or fading No peeling Uniform application (e.g. no uncovered areas) Patterns aligned

4.7

Plastic Nylon Rattan

Clean and free from dust and dirt

Free from scratches, rips and other evident damage

4.8

Stone

Clean and free from dust, dirt, scuff marks and stains

Evidence of sealant usedto protect porous stone from staining Smooth, level surface No chips or cracks

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Condition Standard

5

Windows

Cleanliness Standard

5.1

Window Panels

Clean and free from stains, spots, blemishes, and smudges. Contract or program in place for exterior window cleaning.

No scratches, marks, or cracks No clouding orcondensation between double glazed panels. Handles/levers/locks/hinges ingood working order. Window Frames show no chipping, scratches, and do not have signs of discolouration or wearand tear.

5.2

Window Coverings Curtains Blinds

Clean and no evidence of spots or stains. All fabric must be stain resistant and washable Housekeeping records to show regular inspection for insect infestationand/or deep cleaning programmes

Tracking intact and working properly Tie Backs in place where relevant No tears, snags or holes. No fading or signs of wearing

6

Bathrooms

6.1

General

Particular attention to be paid to toilets (no detritus), drainage points/plug holes(no hair) and extractor fans (no dust) Evidence that bathrooms and toilets are cleaned, stocked and frequently checked Where Glass & Mirrors & Shower Doors, must be clean and free from smears and water stains

Ventilated and odourfree No mould on shower curtains/glass/sinks/bath Shower Doors(where applicable)are properly aligned, and open and close easily WC cistern flushes correctly WC seat is fixed correctly

6.2

Towelling

Clean and free from spots and stains Evidence of laundering and change frequency

No fraying, rips, or holes No discolouration

Cleanliness Standard

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Condition Standard

Condition Standard

6

Bathrooms

Cleanliness Standard

6.3

Sanitary Ware Ceramics Taps

7

Food & Beverage

7.1

Operating Equipment Cutlery Crockery

Clean and free from stains,spots, tarnishes, and smudges.

Pristine condition(in original condition, no missing parts etc…) No chips ,cracks or tarnish

7.2

Buffet Area

Surfaces must be clean and free from stains,dirt, food remains and spills

No chips, cracks or tarnish Permanently fixedareas are secured Moveable tables are safe and secured

7.3

Linen

Clean and free from spots andstains.

No tears, snags, holes, frays or fading No signs of discolouration.

7.4

Kitchen Taps

Clean, polished and free fromlime scale and water marks

No corrosion, rusting, tarnish, or denting

Clean and free from spots and stains Taps cleaned and polished and free from lime scale or watermarks Evidence of cleaning frequency

Cleanliness Standard

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Condition Standard No cracks or chips or stains to sinks or toilets Fully functionaltoilet flush No corrosion, rusting, tarnish, or denting evide nt.

Condition Standard

8

Lighting

8.1

Ceiling Lights Lamps Table Lights Strip Lights

9

AC & Ventilation

9.1

AC units Vents Extraction units

10

Electrical Equipment

10.1

TV, Kettle, Lamps Hair dryer, Fridge etc…

Cleanliness Standard Clean and free from stains, dirt, and dust

Cleanliness Standard Grills/fans/vents/filters are clean andfree from mould, dust, and dirt

Cleanliness Standard Clean and free from dirt , stains and dust

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Condition Standard In workingorder No cracks or damages Bulbs in proper working order(no flickering) Wardrobe lights(i.e. strip lights) to function with stability (i.e. continuous) Lamp shades must be free from scorch marks or and damages (e.g. no holes, or tears)

Condition Standard In working order Remote control or wall control in place and working Grills/fans/vents/filters are intact without chips or cracks Maintenance contractis in place with details of the last visit report

Condition Standard In working order and pristine condition(i.e. no missing parts etc,,,) All cables in place withno exposed wires Lengthof cables are minimised, secured andhidden from view where possible Safety instructions for use arerelevant and in place Evidence of periodic maintenance

11

Vending Machines

11.1

For F&B items For Sanitary Items Etc…

12

Signage

12.1

Interior Exterior

13

Literature

13.1

Leaflets Pamphlets Hotel information

Cleanliness Standard Clean and free from dust and dirt Evidence of sanitisation and last maintenance visit

Cleanliness Standard Clean, polished if appropriate and free from dust and dirt

Cleanliness Standard Clean and free from spots and stains and dust

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Condition Standard In working order Instructions are legible inboth Arabic & English All noted products are stocked and available Service contract in placeand evidence of last visit

Condition Standard No tears, chips, cracks, or scratches No fading Permanent Signage is securely fixed Not Falling or unstable Signage iscorrect

Condition Standard Current up to date Information Intact with no dog eared cornersor tears No signs or fading

14

Landscaping

14.1

Grounds Gardens

15

Decorative Items

15.1

Artworks Floral Arrangements Sculptures Vases

Cleanliness Standard Clean and free from litter and debris Grass and plant cuttings are removed from sight and disposed of

Cleanliness Standard Clean and free fromdust

Condition Standard Landscaping contract must be in place Landscaping company mustbe licensed Copy of licence to be visibleOR Private Gardener with relevant Landscaping Certification

Condition Standard Artwork: Securely fitted i.e. installed with security mounts. No evidence of damage (chips, scratches)

Floral Arrangements: Flowers are not wiltingand plants are not dry or dead.

Sculptures and Vases: No evidence of damages (chips, scratches)

16

Elevators

16.1

Guest Elevator Staff Elevator Escalator

Cleanliness Standard Clean and free from dust Mirrors to be cleaned with no smears

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Condition Standard Evidence of maintenance contractin place Alarm is fully functional Fire emergency instructionsclearly displayed(i.e. no fading)

17

Emergency Equipment

17.1

First Aid Kit Automated External Defibrillator

Cleanliness Standard Clean and free from dust, dirt, mould, and stains

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Condition Standard First Aid Items are new and haveno missing, used, or broken parts All items are within their use by date Evidence of rotation practice to replace all items before their expiry date. Automated External Defibrillator is in working order and there is evidence of regular qualified maintenance checks