Housekeeping Workbook
Action Plan To begin your training, you will need this workbook and the Sunrise Basic Training Series Housekeeping DVD.
As you view the DVD, complete the corresponding activities in this workbook.
Once the training has been completed, you will need to logon on to the LMS and complete the Econo Lodge and Rodeway Inn Housekeeping skill check.
This workbook will guide you through exercises designed to help you understand what the guest expectations are for their guest room and how to deliver basic customer service effectively -anywhere in your hotel. This training will help you raise your GIS scores specific to “Cleanliness of the room” and “Likelihood to Recommend.” In order to see lasting results, you will need to complete all of the activities in this workbook and put them into practice while you are on the job. Information covered in this workbook will train on the following topics: • Service • Prioritization • Loading your Cart • room access • opening and straightening • General Cleaning Strategies Turn to page 1 in this workbook and start the DVD.
© Copyright 2007 Choice Hotels International
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NOTES • NOTES • NOTES
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The Housekeeping DVD is broken out into various sections (the first of which is Service). As you watch each section, fill in the blanks on the corresponding workbook page. Service The number one expectation of every guest is a clean room with Working in housekeeping isn’t as
at is sounds. You must:
• Be organized and • Pay attention to details • Understand how to safely use the
and chemicals
• Communicate effectively with other hotel departments and
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Prioritization Which rooms do you clean first? Cleaning Prioritization: • •
Check-Outs
•
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Loading Your Cart
Cart supplies: • •
Bath amenities
• •
amenities Replacement items
• •
Housekeeping tools
Pause the DVD and complete the activity on page 4.
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Loading Your Cart When does your hotel load carts?
According to your brand’s Rules &Regulations, how many glasses should be in a guest room?
Where is the MSDS information located at your property?
What is the procedure at your property when you see you are running low on supplies?
Once finished, check your answers with your GM. Then turn to page 6 and continue the DVD.
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Room Access •
and say, “Housekeeping”
•
If there is no answer, knock a
•
If there is still no answer, enter slowly and turn on the lights. the room is empty
•
If a guest is there, apologize and ask when it’s ok to return
•
Position the cart either in the
•
If the guest returns while you’re in the room, shut the door and have the guest use his/her key
or in front of the
Pause the DVD and complete the activity on page 6.
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Room Access
What is your hotel’s policy on where to place your cart when cleaning a room?
What do you do if the guest wants to go into their room, but doesn’t have their key?
Once finished, check your answers with your GM. Then turn to page 7 and continue the DVD.
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Opening and Straightening •
Open the curtains and turn on all of the lights (check for
•
Organize toiletries to one side of counter to allow for cleaning
•
If the guest has checked out, dispose of all non-hotel items (check drawers and closets)
•
Dispose of all partially used soaps and
•
For smoking rooms, properly clean
•
Never push down on the trash with your broken glass or needles
•
Handling the bedspread or damage • Inspect for • Wash or replace if necessary lay the bedspread or blankets on the floor •
• •
)
products
-- you may
yourself on
the sheets Remove all
linens
Pause the DVD and complete the activity on page 8.
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Opening and Straightening What is your hotel’s policy on items the guest has left behind? What do you need to do with them?
Once finished, check your answers with your GM. Then turn to page 9 and continue the DVD.
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General Cleaning Strategies •
Cleaning in a circular motion, from
•
Using the right tool for the job • • Safety glasses
•
Use cleaning fluids properly
•
Report damaged
•
Make every trip to the cart
•
Be
to
and furniture
Pause the DVD and complete the activity on page 10.
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General Cleaning Strategies You are cleaning a room and notice that the lampshade on the lamp by the bed is torn. What do you do?
You check the remote while cleaning the room and notice that it is not working. What do you do?
The a/c unit is leaking onto the floor. What do you do?
Once finished, check your answers with your GM. Then turn to page 11 and continue the DVD.
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Dusting and Surface Cleaning
•
Begin cleaning by dusting
•
Work the room in a circular pattern
• •
first
the dust rag and then wipe down all surfaces Straighten the
and replace the laundry bag if necessary
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Making the Bed •
Quickly and neatly
What is your hotel’s policy on tucking the blankets on the side of the bed? Do you tuck or not?
•
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use your chin when changing the pillow cases
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Showers and Tubs •
Since the bathroom surfaces are shiny and bright, the easy for the guest to see
•
Safety concerns • Place a clean rag in the tub to protect the surface and to give you •
•
Use a
of your work is
or towel to protect your knees when kneeling
to remove stains but do not use abrasive cleaners that can harm the surfaces
•
to remove the cleaning solutions
•
Wipe with a
•
Don’t forget the
rag
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Vanity, Sink and Mirror
•
Use glass cleaner and a
rag
•
Wipe the
•
Spray countertop and sink with the right solution
fixtures
•
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•
Wipe with a
•
Use the
rag cleaning rag to polish chrome fixtures
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Toilets •
to clear the bowl of any residue
•
Spray cleaner into the bowl and under the
•
You may want to let the chemicals sit while you clean something else
•
Use the
•
Flush to rinse
•
to scrub the bowl
the entire unit
•
Wipe tank, cover and seat and top and exterior of bowl with clean rag
•
Wipe again and leave in accordance with your properties
Pause the DVD and answer the question below. What is your property’s policy on how to leave the toilet?
Once finished, check your answers with your GM. Then turn to page 16 and continue the DVD.
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Restocking Supplies and Guest Amenities After watching the DVD section on Restocking supplies, pause the DVD and answer the questions below. What are your property’s standards for guest amenities in the room?
How many towels should be in a king room?
What guest literature should be in your guest rooms?
Once finished, check your answers with your GM. Then turn to page 17 and continue the DVD.
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Bathroom Floor Surfaces •
Harsh cleaners can damage the
•
Sweep first, then put down cleaning chemicals
•
Clean around and behind the
•
Start at the opposite end of the bathroom and work your way toward the
Pause the DVD and answer the question below. What cleaning product do you use at your property for cleaning the bathroom floors?
Once finished, check your answers with your GM. Then turn to page 18 and continue the DVD.
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Vacuuming •
Plug the vacuum into the plug nearest the
•
Start at far end of room and work your way toward the door
•
Vacuum under furniture, in the
and behind the door
Pause the DVD and answer the question below. How often should the furniture be moved at your hotel?
Once finished, check your answers with your GM. Then turn to page 19 and continue the DVD.
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Final Tasks and Inspecting the Room •
Turn off the lights and do a quick final
•
Putting yourself in the place of the
•
Let others know the room is
of your work. - would you be happy with the room?
Pause the DVD and answer the question below. Who do you notify at your property?
What are the benefits of having an inspection system?
Once finished, check your answers with your GM. Then turn to page 20 and continue the DVD.
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Special Situations Be aware of cleaning and safety concerns for the following items: •
Coffee Makers
• •
In-Room Spas and Hot Tubs
•
Mini Fridges
•
Carpet
Pause the DVD and answer the question below. What special situations does your property have?
Once finished, check your answers with your GM. Then turn to page 21 and continue the DVD.
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Public Area Cleaning After watching the DVD section on public area cleaning, answer the questions below. If you are cleaning in the hallway or lobby, what do you do if a guest comes up to you?
While cleaning in the hallway, you notice that the baseboard is loose. What do you do?
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The last step Logon on to the LMS and complete the Econo Lodge and Rodeway Inn Guest Service skill check.
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Answers
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Page 1 fresh linens simple efficient tools guests Page 2 Early Service Stayovers Page 3 Linens Guestroom Cleaning fluids Page 4 Answers will vary by hotel 4 glasses per room Answers will vary by hotel Answers will vary by hotel Page 5 Knock second time make sure room door Page 6 Answers will vary by hotel Let the guest know for their safety, they will need to go to the front desk and ask for another key.
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Page 7 bad bulbs hair care ashtrays hands injure stains Never Strip used Page 8 Answers will vary by hotel Page 9 top bottom Gloves fixtures count efficient Page 10 Answers will vary by hotel, but should include something about notifying maintenance Answers will vary by hotel Answers will vary by hotel, but should include something about notifying maintenance Page 11 high objects Spray hangers
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Page 12 Answers will vary by hotel Never Page 13 quality traction folded rag Scrub Rinse dry shower curtain Page 14 fresh lighting Rinse clean glass Page 15 Flush rim brush Spray policies
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Page 16 One (1) Wastebasket Two (2) Soap: 1.0 oz. wrapped facial bar and 1.0 oz. wrapped bath bar One (1) Shampoo: 0.75 oz. bottle shampoo One (1) Lotion: 0.75 oz. bottle lotion One (1) Amenity Presentation Mat: Shampoo bottle, lotion bottle, and one (1) bar of facial soap are to be positioned on the mat, located on the bathroom vanity or shelf. One (1) bar of bath soap may be positioned on the presentation mat or in closer proximity to the bathtub. Two (2) Toilet Tissue: Two-ply toilet tissue. One roll must be in the toilet tissue dispenser. Spare rolls must be wrapped and placed on the toilet tank top. One (1) Box Facial Tissue A king room should have 2 bath towels, 2 hand towels, 2 washcloths, 1 bath mat Items that go in the in-room organizer can include: • • • • • • • • •
Local magazine Monthly calendar of events Travel and Vacation Directory card Guest Services Directory Television programming guide Local restaurant menus List of local restaurants that offer delivery to the hotel List of travel services (e.g. airlines, taxi/shuttle services) List of places of interest, including local restaurants, entertainment venues, places of worship, and other area attractions • EA$Y CHOICE® material • Comment card • Other collateral/marketing materials
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Page 17 finish toilet door Page 18 door closet
Page 19 inspection guest clean Answers will vary by hotel A fresh set of eyes may see something that you have missed. It is good to have a final check before the guest gets to the room. Page 20 Irons Stains Answers will vary by hotel Page 21 Smile and greet them. See if there is any way that you can assist them. Report it to maintenance
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