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Unit of Competency: CLEAN AND PREPARE ROOMS FOR INCOMING GUEST
INFORMATION SHEET NO. 2.2.1 Identify Rooms Requiring Services Learning objectives: After reading the information sheet, you should be able to identify: Introduction In order to service rooms in a timely fashion and to control labor costs, every property will allocate 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 room Other considerations Services delivered by a room attendant Room attendants are located are located in any tourism or hospitality business that provides accommodation to their guests. Hotel and resort guests have their expectations of how a room should be cleaned and presented prior their arrival. Every trace of past guests must be removed, down to single strands of hair and finger prints. Role of room attendant Clean guest rooms Facilitates the comfort and satisfaction of guests ensuring that their “home away from home” is clean, safe and presented in an appealing manner Must also be friendly. Informative and discreet, and handle any requests or problems relating to their guest room.
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 1 of 13
2
Their department Room attendant is in Housekeeping Department. The Housekeeping Department is the spine of the hotel, employing the most of the people and is responsible for; The cleanliness of the hotel Lost property Laundry and dry cleaning In many hotels and resorts, the Housekeeping Department is part of the Room Division. This division is responsible for all activities relating to accommodation including; Reservations – taking individual and group booking Switchboards – handling incoming and outgoing calls, transfers and inquiries Reception – responsible for checking in and out of guests, payments Concierge and bell service – handling guest luggage, inquiries and valet service Their supervisor A room attendant will report to Senior Room Attendant or a Housekeeping Supervisor. This person is responsible for the allocation of rooms to room attendant and to check rooms upon completion of cleaning by room attendant The head of Housekeeping is called the Executive Housekeeper. This person will report to the Room Division Manager. Area of Responsibility There are number of areas of responsibility room attendants must manage as a part of their role. They are responsible for: Cleanliness and overall appearance of guest rooms Security of guest rooms and privacy of guests Guest Relations Warmly greet guests and to be friendly and professional Work independently from pother colleagues and must handle any problems that may arise Handle issues about the room or its furnishings or fixtures Furniture –movable objects like sofa, table and chairs, tv..etc Fixtures – objects/appliances attached to the wall like airconditioning unit istration & Communication Ensure they understand what rooms they are to clean and in which order. istration and communication is vital to ensure rooms are returned “clean” ready for new guests Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 2 of 13
3
Daily activities Following is a list of activities a room attendant may be required to complete on a daily basis A. Prepare for work Collect master keys Collect daily room allocation sheets Stock housekeeping trolleys Stock and store supplies Determine the order of cleaning of rooms Identify any special requests B.
Enter room Knock on door in compliance with policy Open door Place trolley in door path
C.
Clean room Open curtain and windows for ventilation Remove used guest amenities and rubbish Clean shower, tubs, sinks and bathroom items Change linen and make beds Check for damaged linen items Inspect rooms for safety hazards and for the operating condition of equipment and report defects to the maintenance department Dust and clean room decorations, appliances and structural surfaces (wall, fixtures, window sills and vents) Dust, brush, polish vacuuming furniture Replenish guest amenities and supplies Check. Record and replenish mini bar Prepare room for guest arrival and respond to special guest request Deliver and retrieve items on loan to guests Perform rotation cleaning duties Vacuum and sweep carpets and other floor surfaces Mop floor surfaces as needed Record room status on work assignment sheets Phone supervisor or reception updating status of room Close door Fittings – objects attached on the wall like electrical wiring, lavatory fiitings, plumbing materials
Maintain storage areas and trolleys Return trolleys to storage room Remove used and soiled linen from housekeeping cart Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 3 of 13
4
Dispatch soiled linen to the laundry Replenish linen and guest amenities to normal stock levels on trolleys Handle lost property Clean cleaning equipment including mops and vacuum cleaners Remove rubbish Clean storage room floor
Close shift Return work allocation sheets Return keys Personal characteristics required of a room attendant A. Knowledge Of working condition of all items Of hotel and room facilities Of the cleaning equipment and chemicals Of correct procedures of cleaning Of safety and security B. Skills To be able to perform cleaning duties in thorough and efficient manner To perform manual handling safely and efficiently C. Attributes Hardworking Physically strong Ability to follow instructions Good time management Attention to detail Professional attitude Ability to work independently Previous customer service experience is an advance Good communication skills Good organizational skills Grooming and personal presentation standards A. Clothing Clean at the start of each day Replaced if soiled to a unsuitable standard Worn in the correct manner Shoes to be suitable for the role B. Name badge Must wear their name badge at all times Normally worn on chest on the left Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 4 of 13
5
C. Hair Short and neat cut for men Tight or pulled back hair for women Natural hair color Men to have well trimmed facial hair or clean shaven D. Nails Short and well trimmed No bright nail polish Clean on a regular basis E. Jewellery One dress ring or wedding ring Suitable watches On other jewellery such as bracelets, earing, nose rings or necklaces F. Make-up No excessive make-up No visible tattoos G. Odor No excessive perfumes Should use deodorant on a regular basis H. Personal hygiene Bath or shower before work Teeth must be brushed Hands and face must be washed and cleaned I. Personal belongings No personal bags on work areas No mobile phones Enterprise policies and procedures for the provision of housekeeping services Policies and procedures are very important and must be adhered to. They help to ensure health, safety, security and privacy of the organization, its staff and guests, including their assets and belongings. Policy – rule or code of conduct Procedure – step by step instructions Examples of housekeeping policies Zero tolerance on theft Guest room doors must be open while cleaning is in progress Protective clothes to be worn when cleaning Guest information is confidential Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 5 of 13
6
Examples of housekeeping procedures Accessing a room Making a bed Cleaning a window Cleaning a bathroom Mopping a floor Handling lost property Who creates policies and procedures? Policies and procedures may be created by: Housekeeping department –for specific use in that location Head office – for use throughout the chain of properties Manufacturer – to identify the correct methods for use and maintenance of products Types of policies and procedures Policies and procedures in housekeeping normally relates to the correct handling, use, cleaning, storage and use of protective items relating to: Equipment – cleaning equipment Chemicals – cleaning products Furnishings – beddings, tables, couches, kitchens, tv, carpets Fittings – lights, electrical appliances, air conditioners Clothing – uniforms and protective clothing The role of communication in the provision of housekeeping services Most staff will never enter a guest room except for a room attendant. It is important that room attendant s are the eyes and ears for the hotel, either to update the status of the rooms or co-ordinate any appropriate services to be performed, including maintenance, in a timely manner. It is also their duties to report any illegal activities and incidents that maybe incurred inside the room. Positions room attendants communicate with Receptionists – to identify vacant rooms and clean rooms, especial requirements and requests of incoming guests, and coordinates internet access House attendants- to replenish items like cleaning products, equipment, linen, room supplies, removal of dirty items and collection and return of laundry and dry-cleaning Maintenance – to fix, replace items, faulty furnishings and others that required fixing. Mini bar – for replenishing items in the mini bar Room service – for collection of used room service trays Security –if there are issues which they cannot resolved Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 6 of 13
7
At the beginning of each shift, most housekeeping departments will have a short staff briefing session with the Head Housekeeper to the staff who have attended for work, discuss updates, address room servicing problems, address guest complaints, housekeeping standards, trainings and room allocations for each staff. Types of rooms
Single room – a room single bed, good for one
Doubles – a room by two persons with double bed
Twins – room with two or single beds, good for 2 persons
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
with person
occupied one
more
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 7 of 13
8
Suites – room with a parlor or living room connected to one or more full sized bedrooms, equipment with luxury amenities, and sold a higher price than standard rooms. It contain:
Bathroom Bedroom Lounge/living area Kitchen Balcony area Lobby or vestibule
Status of room Check out room – also known as “departing room”, takes longer to clean since a full service is required. Approximately 30 minutes is allocated. Occupied room – also known as “stay room” where guest will be staying for another night. It won’t take long to clean, approximately 20 minutes is allocated. Vacant room – rooms that are not being used and ready for sale by reception. It still require some attention like inspection, general dusting, flushing of toilet, checking if the refrigerator is working properly and ensuring that the room has not been occupied by a guest for whom no information exists. Identifying the rooms to be serviced Which room are cleaned first? General rule: departing room are cleaned before stay room to allow the check-out rooms to be placed back on the board by Reception for sale and to enable guests with booking to be shown directly to their rooms rather than have them wait while the room is readied. You can be ed during your shift and asked to clean a specific room immediately as the guest is waiting at Reception for their room. You can be ed during your shift and asked to attend a certain room because the initial room preparation was not up to standard or because there has been an accident in the room that requires immediate attention You must always respect “Do not Disturb”(DND) signs, but if the sign has been displayed on the room throughout your entire shift, you must notify the Head Housekeeper to check if the guest is not ill. Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 8 of 13
9
“Please Make Up My Room” signs can provide some guidance as to what rooms must be cleaned. It is a standard procedure to clean these 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 procedure must be followed. These may include notifying the Floor Housekeeper or Head Housekeeper, notifying Reception or the Security. It is not your job to challenge guests who are staying 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 number 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) CODES
DESCRIPTION
OCC VR VD OOO
Occupied Vacant Ready Vacant Dirty Out-Of-Order
BLO
Blocked
NS
No Show
SO his VC
Slept Out
DL DND MUR
Double Lock Do not Disturb Make Up Room
Vacant Clean
Occupied by paying guest Ready for occupancy still being made up; on change room is under renovation or not fit for occupancy Reserved for a guest who is expected to arrive the day room is reserved but not used or reservation has been cancelled guest is assigned a room but did not sleep on bed Room is vacant and clean; ready for new occupants room is double lock room is on a do not disturb sign guest is requesting to make up his room
INFORMATION SHEET 2.2.2 Access and Enter Guest Room Appropriately Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 9 of 13
10
Learning objective After reading this information sheet, you should be able to demonstrate proper procedure in accessing and entering rooms. Introduction All guest rooms must only be accessed after following the house procedures that apply. Theses 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. It can be produced to open one or more doors. Guest key – provide access to guest’s room and some restricted area Floor master key –opens every door on a particular floor or corridor Department-specific master – opens every door in the housekeeping area Venue master – opens every door in the property Standard procedure to access rooms Knock on door quietly – use knuckles not keys or any other items as it could mark the door and call out ”Housekeeping!” Count to five If no answer, knock again, and then use your key to enter Take one step into the room and announce out “Good Morning/afternoon, housekeeping to service your room” If the guest is still in bed, undressed or distressed, quickly and quietly leave the room If the guest is awake and up, say “Housekeeping, would you like your room serviced?” 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 Once you have gained access to the room, the door should be left wide open – to provi9de notice to a returning guest that someone is in their room 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 It is a standard procedure for trolleys to be left outside the room being cleaned, and never to be taken inside a guest room Where the trolley is allowed to be taken inside 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 Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 10 of 13
11
an employee in there and again to enable easy location of staff management.
Daily Productivity Report for Room Attendant Room No.
123 124 130
Room Status
OD VR VD
Time In
Time Out
8:05 8:28 8:40
8:25 8:30 9:10
Bed Made-Up
Bathroom Made-Up
√
√
√
√
ACCOMPLISHMENT Replenish Floor Linen/ Cleaned/ Supplies vacuumed
Other task accomplished
√ √
√
√ √
Room Status Code: OD OC VR OOO DL
Occupied Dirty Occupied Clean Vacant Ready Out of Order Double Lock
VD VC DND BLO SO
Vacant Dirty Vacant Clean Do not Disturb Blocked Slept Out
Prepared by:
Verified/Noted by:
_______________________ Room Attendant
______________________ Supervisor
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 11 of 13
12
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 12 of 13
13
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 13 of 13
Unit of Competency: CLEAN AND PREPARE ROOMS FOR INCOMING GUEST
INFORMATION SHEET NO. 2.2.1 Identify Rooms Requiring Services Learning objectives: After reading the information sheet, you should be able to identify: Introduction In order to service rooms in a timely fashion and to control labor costs, every property will allocate 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 room Other considerations Services delivered by a room attendant Room attendants are located are located in any tourism or hospitality business that provides accommodation to their guests. Hotel and resort guests have their expectations of how a room should be cleaned and presented prior their arrival. Every trace of past guests must be removed, down to single strands of hair and finger prints. Role of room attendant Clean guest rooms Facilitates the comfort and satisfaction of guests ensuring that their “home away from home” is clean, safe and presented in an appealing manner Must also be friendly. Informative and discreet, and handle any requests or problems relating to their guest room.
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 1 of 13
2
Their department Room attendant is in Housekeeping Department. The Housekeeping Department is the spine of the hotel, employing the most of the people and is responsible for; The cleanliness of the hotel Lost property Laundry and dry cleaning In many hotels and resorts, the Housekeeping Department is part of the Room Division. This division is responsible for all activities relating to accommodation including; Reservations – taking individual and group booking Switchboards – handling incoming and outgoing calls, transfers and inquiries Reception – responsible for checking in and out of guests, payments Concierge and bell service – handling guest luggage, inquiries and valet service Their supervisor A room attendant will report to Senior Room Attendant or a Housekeeping Supervisor. This person is responsible for the allocation of rooms to room attendant and to check rooms upon completion of cleaning by room attendant The head of Housekeeping is called the Executive Housekeeper. This person will report to the Room Division Manager. Area of Responsibility There are number of areas of responsibility room attendants must manage as a part of their role. They are responsible for: Cleanliness and overall appearance of guest rooms Security of guest rooms and privacy of guests Guest Relations Warmly greet guests and to be friendly and professional Work independently from pother colleagues and must handle any problems that may arise Handle issues about the room or its furnishings or fixtures Furniture –movable objects like sofa, table and chairs, tv..etc Fixtures – objects/appliances attached to the wall like airconditioning unit istration & Communication Ensure they understand what rooms they are to clean and in which order. istration and communication is vital to ensure rooms are returned “clean” ready for new guests Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 2 of 13
3
Daily activities Following is a list of activities a room attendant may be required to complete on a daily basis A. Prepare for work Collect master keys Collect daily room allocation sheets Stock housekeeping trolleys Stock and store supplies Determine the order of cleaning of rooms Identify any special requests B.
Enter room Knock on door in compliance with policy Open door Place trolley in door path
C.
Clean room Open curtain and windows for ventilation Remove used guest amenities and rubbish Clean shower, tubs, sinks and bathroom items Change linen and make beds Check for damaged linen items Inspect rooms for safety hazards and for the operating condition of equipment and report defects to the maintenance department Dust and clean room decorations, appliances and structural surfaces (wall, fixtures, window sills and vents) Dust, brush, polish vacuuming furniture Replenish guest amenities and supplies Check. Record and replenish mini bar Prepare room for guest arrival and respond to special guest request Deliver and retrieve items on loan to guests Perform rotation cleaning duties Vacuum and sweep carpets and other floor surfaces Mop floor surfaces as needed Record room status on work assignment sheets Phone supervisor or reception updating status of room Close door Fittings – objects attached on the wall like electrical wiring, lavatory fiitings, plumbing materials
Maintain storage areas and trolleys Return trolleys to storage room Remove used and soiled linen from housekeeping cart Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 3 of 13
4
Dispatch soiled linen to the laundry Replenish linen and guest amenities to normal stock levels on trolleys Handle lost property Clean cleaning equipment including mops and vacuum cleaners Remove rubbish Clean storage room floor
Close shift Return work allocation sheets Return keys Personal characteristics required of a room attendant A. Knowledge Of working condition of all items Of hotel and room facilities Of the cleaning equipment and chemicals Of correct procedures of cleaning Of safety and security B. Skills To be able to perform cleaning duties in thorough and efficient manner To perform manual handling safely and efficiently C. Attributes Hardworking Physically strong Ability to follow instructions Good time management Attention to detail Professional attitude Ability to work independently Previous customer service experience is an advance Good communication skills Good organizational skills Grooming and personal presentation standards A. Clothing Clean at the start of each day Replaced if soiled to a unsuitable standard Worn in the correct manner Shoes to be suitable for the role B. Name badge Must wear their name badge at all times Normally worn on chest on the left Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 4 of 13
5
C. Hair Short and neat cut for men Tight or pulled back hair for women Natural hair color Men to have well trimmed facial hair or clean shaven D. Nails Short and well trimmed No bright nail polish Clean on a regular basis E. Jewellery One dress ring or wedding ring Suitable watches On other jewellery such as bracelets, earing, nose rings or necklaces F. Make-up No excessive make-up No visible tattoos G. Odor No excessive perfumes Should use deodorant on a regular basis H. Personal hygiene Bath or shower before work Teeth must be brushed Hands and face must be washed and cleaned I. Personal belongings No personal bags on work areas No mobile phones Enterprise policies and procedures for the provision of housekeeping services Policies and procedures are very important and must be adhered to. They help to ensure health, safety, security and privacy of the organization, its staff and guests, including their assets and belongings. Policy – rule or code of conduct Procedure – step by step instructions Examples of housekeeping policies Zero tolerance on theft Guest room doors must be open while cleaning is in progress Protective clothes to be worn when cleaning Guest information is confidential Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 5 of 13
6
Examples of housekeeping procedures Accessing a room Making a bed Cleaning a window Cleaning a bathroom Mopping a floor Handling lost property Who creates policies and procedures? Policies and procedures may be created by: Housekeeping department –for specific use in that location Head office – for use throughout the chain of properties Manufacturer – to identify the correct methods for use and maintenance of products Types of policies and procedures Policies and procedures in housekeeping normally relates to the correct handling, use, cleaning, storage and use of protective items relating to: Equipment – cleaning equipment Chemicals – cleaning products Furnishings – beddings, tables, couches, kitchens, tv, carpets Fittings – lights, electrical appliances, air conditioners Clothing – uniforms and protective clothing The role of communication in the provision of housekeeping services Most staff will never enter a guest room except for a room attendant. It is important that room attendant s are the eyes and ears for the hotel, either to update the status of the rooms or co-ordinate any appropriate services to be performed, including maintenance, in a timely manner. It is also their duties to report any illegal activities and incidents that maybe incurred inside the room. Positions room attendants communicate with Receptionists – to identify vacant rooms and clean rooms, especial requirements and requests of incoming guests, and coordinates internet access House attendants- to replenish items like cleaning products, equipment, linen, room supplies, removal of dirty items and collection and return of laundry and dry-cleaning Maintenance – to fix, replace items, faulty furnishings and others that required fixing. Mini bar – for replenishing items in the mini bar Room service – for collection of used room service trays Security –if there are issues which they cannot resolved Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 6 of 13
7
At the beginning of each shift, most housekeeping departments will have a short staff briefing session with the Head Housekeeper to the staff who have attended for work, discuss updates, address room servicing problems, address guest complaints, housekeeping standards, trainings and room allocations for each staff. Types of rooms
Single room – a room single bed, good for one
Doubles – a room by two persons with double bed
Twins – room with two or single beds, good for 2 persons
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
with person
occupied one
more
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 7 of 13
8
Suites – room with a parlor or living room connected to one or more full sized bedrooms, equipment with luxury amenities, and sold a higher price than standard rooms. It contain:
Bathroom Bedroom Lounge/living area Kitchen Balcony area Lobby or vestibule
Status of room Check out room – also known as “departing room”, takes longer to clean since a full service is required. Approximately 30 minutes is allocated. Occupied room – also known as “stay room” where guest will be staying for another night. It won’t take long to clean, approximately 20 minutes is allocated. Vacant room – rooms that are not being used and ready for sale by reception. It still require some attention like inspection, general dusting, flushing of toilet, checking if the refrigerator is working properly and ensuring that the room has not been occupied by a guest for whom no information exists. Identifying the rooms to be serviced Which room are cleaned first? General rule: departing room are cleaned before stay room to allow the check-out rooms to be placed back on the board by Reception for sale and to enable guests with booking to be shown directly to their rooms rather than have them wait while the room is readied. You can be ed during your shift and asked to clean a specific room immediately as the guest is waiting at Reception for their room. You can be ed during your shift and asked to attend a certain room because the initial room preparation was not up to standard or because there has been an accident in the room that requires immediate attention You must always respect “Do not Disturb”(DND) signs, but if the sign has been displayed on the room throughout your entire shift, you must notify the Head Housekeeper to check if the guest is not ill. Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 8 of 13
9
“Please Make Up My Room” signs can provide some guidance as to what rooms must be cleaned. It is a standard procedure to clean these 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 procedure must be followed. These may include notifying the Floor Housekeeper or Head Housekeeper, notifying Reception or the Security. It is not your job to challenge guests who are staying 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 number 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) CODES
DESCRIPTION
OCC VR VD OOO
Occupied Vacant Ready Vacant Dirty Out-Of-Order
BLO
Blocked
NS
No Show
SO his VC
Slept Out
DL DND MUR
Double Lock Do not Disturb Make Up Room
Vacant Clean
Occupied by paying guest Ready for occupancy still being made up; on change room is under renovation or not fit for occupancy Reserved for a guest who is expected to arrive the day room is reserved but not used or reservation has been cancelled guest is assigned a room but did not sleep on bed Room is vacant and clean; ready for new occupants room is double lock room is on a do not disturb sign guest is requesting to make up his room
INFORMATION SHEET 2.2.2 Access and Enter Guest Room Appropriately Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 9 of 13
10
Learning objective After reading this information sheet, you should be able to demonstrate proper procedure in accessing and entering rooms. Introduction All guest rooms must only be accessed after following the house procedures that apply. Theses 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. It can be produced to open one or more doors. Guest key – provide access to guest’s room and some restricted area Floor master key –opens every door on a particular floor or corridor Department-specific master – opens every door in the housekeeping area Venue master – opens every door in the property Standard procedure to access rooms Knock on door quietly – use knuckles not keys or any other items as it could mark the door and call out ”Housekeeping!” Count to five If no answer, knock again, and then use your key to enter Take one step into the room and announce out “Good Morning/afternoon, housekeeping to service your room” If the guest is still in bed, undressed or distressed, quickly and quietly leave the room If the guest is awake and up, say “Housekeeping, would you like your room serviced?” 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 Once you have gained access to the room, the door should be left wide open – to provi9de notice to a returning guest that someone is in their room 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 It is a standard procedure for trolleys to be left outside the room being cleaned, and never to be taken inside a guest room Where the trolley is allowed to be taken inside 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 Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
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an employee in there and again to enable easy location of staff management.
Daily Productivity Report for Room Attendant Room No.
123 124 130
Room Status
OD VR VD
Time In
Time Out
8:05 8:28 8:40
8:25 8:30 9:10
Bed Made-Up
Bathroom Made-Up
√
√
√
√
ACCOMPLISHMENT Replenish Floor Linen/ Cleaned/ Supplies vacuumed
Other task accomplished
√ √
√
√ √
Room Status Code: OD OC VR OOO DL
Occupied Dirty Occupied Clean Vacant Ready Out of Order Double Lock
VD VC DND BLO SO
Vacant Dirty Vacant Clean Do not Disturb Blocked Slept Out
Prepared by:
Verified/Noted by:
_______________________ Room Attendant
______________________ Supervisor
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 11 of 13
12
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 12 of 13
13
Competency-based Learning Material for HOUSEKEEPING NCII Module Title: Clean and Prepare Rooms for Incoming Guest
Date Developed: April 10, 2017
Document No.
Developed by: BUENA D. JARO
Revision No.
Issued by:
Page 13 of 13
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