Cleaning Support Portfolio - Hotel Management

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Stewarding: Exercise 1 Case Study 2: Penny Wise and Pound Foolish With Linens Washing costs 148 rooms Dish washing exercise Step by Step OPL Calculations Textile Knowledge Exercise Exercise Restaurant Inventory Choice of Linen in Hotel Business Inn Linen Inventory Analysis Standard Operating Procedures Manual Seasonal Hotel Standard Operating Procedures Manual City Hotel Cleaning Procedures: Ecole Hoteliere de Lausanne – Student Dorms Lesson Notes PART TWO – Competences 1.

Define the structure, the role and activities of maintenance sectors according to establishment categories 2.

Plan the work and need of staff in the Housekeeping Sector 3. Justify the choice of products, equipment and material in a hotel applying a sustainable concept 4.

Establish effective interdepartmental communication channels 5. Define the optimal capacity of the equipment in an OPL 6. Compare the costs of the OPL and out-sourcing 7. Evaluate the impact of cleaning controls on the guest and the staff 8. Compare decisive elements when choosing the hotel linen 9. Interpret a linen inventory and dismantle its impact on the daily operations 10.

Summarize different technologies in terms of stewarding equipment 1 11. Interpret the restaurant inventory 12. Search for and analyse waste sorting and recycling possibilities 13. Analyse the need of deep cleaning and its impact on guest comfort Stewarding: Exercise 1 and 2 Exercise 1: Classification in hotel: Exercise Which of these areas are open to the guests in a hotel? With which of these sections departments do the guests have direct contact? Division Departement Areas Contact Revenue center Rooms Front office Infront of guests Back Back Infront of guests Yes Support center

Food and beverage Other Stewarding Accounting Back Back Yes Yes Food and beverage Rooms Kitchen Concierge Back Infront of guests Back Infront of guests yes Yes Other Maintenance Back Infront of guests Yes Other Rooms Sales and Marketing Housekeeping Back Infront Guests of Infront of guests Yes Yes Other Human Resources Back Yes Food and beverage Restaurants Infront guests Back of Infront of guests Yes Rooms Reservations Phone – Front Yes 2 Case Study 2: Penny Wise and Pound Foolish With Linens 1.

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Do you think the hotel really saved $ 20’000 by reducing the linen budget line? Why or why not? No, the hotel didn’t end up saving $20,000 by reducing the linen budget line. They may have saved money on the profit and loss statement, but in reality and looking at the whole picture, they destroyed their customers’ loyalty, which, in the future, would lead to fewer customers due to the bad management and organisation of the hotel. Within the year period that the hotel “saved” $20,000, there were a lot of problems.

Here is a list of what may have occurred:
• Guest complaints increased significantly
• Employees were being de-motivated
• Room attendants productivity goes down
• No linen on hand ? dirty linen in the morning
• Laundry efficiency decreases as the hotel wants to have clean and ironed linen as soon as possible but this may mean that the washing machine is not full all the time ? waste of electricity, money and not being sustainable 2. What short-term solutions can Penny suggest? What long-term solutions?

Short Term Solutions:
• Ask a hotel to borrow their linen
• Review the budget set on linen for next year
• Ask the management to look at the budget again and re-think it Long Term Solutions:
• Review management
• Look at guest complaints and reviews and push that forward to management to see in which areas they could improve on
• Look at par levels at the end of year
• Review all financial statements, reports and statistics
• Doing an inventory check more frequently to see which type of linen is used the most ? try to reduce the same problem as before 3 Washing Costs 148 Rooms 1. Number of yearly labour hours in the laundry 6 persons X 8. hours/day X 230 days= 11730 hours 2. Average hourly wage, all charges included 5 X 4080 + 4320=24720 (combined salaries/month) 24720 X 12= 296640 (combined salaries/year) 299640/11730= 25. 3 CHF/hour 3. 90% 4. Amortization and repair of the equipment: 10% of the machines and the linen stock 0. 1 5. Yearly cost of detergents 6 CHF/L % of time really spent on: sorting, washing, etc….. 80L/day 80 X 365=29200 29200 X 6= 175200 CHF/year 6. Various costs (50% of the yearly detergent costs) 0. 5 X 175200= 87600 CHF 7. Yearly replacement cost of linen (15 to 30% of the total purchase amount) 2500 CHF 8.

Cost for repair on damaged linen 3300 CHF 9. Interest on investment (X% of the purchase value on equipment and stock of linen less 1 par) 6% 10. Number of yearly opening days x number of rooms x effective occupancy rate of rooms 4 365 days X 148 rooms X 0. 9= 48618 Formula : (1 x 2 x 3) + (4 + 5 + 6 + 7 + 8 + 9) = laundry cost per sold room 10 (11730hours X 25. 3 CHF/hour X 0. 9) + (0. 1+175200 CHF/year+87600CHF+2500CHF+3300CHF+0. 06)/48618= 11 CHF Exercise Restaurant Inventory Before answering the following questions: Please compare and analyze the inventory figures for year 2008 and 2009. . Please circle the figures which are over passing the acceptable limit of breakages. N° article 512000 512259 512160 512566 512152 512250 512153 512154 512064 512056 512055 512260 512278 512258 512257 512120 512116 511037 514026 514206 514049 512265 511036 511035 511001 511002 514154 Articles Plates dinner white 28 cm Plate large dinner white 32 cm Plates dessert 24 cm Plates FUSION 29. 5 cm Plates PACIFIC FUSION 23 cm Plates ATLANTIDE 29. 50 cm Plates SHOGUN 29. 50 cm Plates JING QING 31 cm Plates ASSBORNEO-APILCO 21cm Plates Opera 16 cm Plates presentation 32 cm Plates, GALA FIDJI, 27. cm Consomme bowl Plates Bread 18 cm Teapot large Teapot small Cream pot Coffee cup Teacup Espresso cup Coffee saucer Tea saucer Espresso saucer Dinner knife Dinner fork Soup spoon Dessert knife Jan-08 52 89 81 12 56 79 83 74 40 49 137 57 80 90 14 20 20 40 20 35 45 25 40 130 140 100 260 Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Jan09 52 89 75 10 50 90 70 70 40 45 110 55 55 82 14 15 18 30 18 30 44 22 50 125 140 98 250 514100 514160 511006 512066 511012 511061 511015 511013 511016 511021 514004 514141 511023 511027 310000 514062 514063 514015 511062 514064 514017 514022 512104 512067 514028 512091 514034 514087 514250 514036 512063 512060 512111 512059 512065 513074 513052 513016 513054 513027

Dessert fork Dessert spoon Butter knife Fish knife Fish fork Gourmet spoon Oyster fork Coffee/tea spoon Espresso spoon Carving knife Salmon carving knife Bread knife Cheese knife Soft cheese knife Cheese slicer Salt mill Pepper mill Wine cooler Stand for wine cooler Candle holder Serving tray Mustard container Vinegar and oil set Wine basket Bordeaux red wine glass Burgundy red wine glass Open up Kwarx 37cl Open up Kwarx 27cl Open up Kwarx 17cl Water glass Cognac glass Whisky tumbler Chamgagner glass Chamgagner prestige glass Beer glass Grappa glass Vodka glass Irish coffee glass Decanters Water pitcher 50 245 130 50 70 30 30 120 62 4 1 3 3 2 1 10 10 10 6 15 20 4 4 6 30 40 60 60 40 120 24 14 46 36 7 8 13 10 4 10 Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces Pieces 244 240 125 50 68 30 25 80 40 4 1 3 2 2 1 9 8 9 6 15 18 4 3 5 20 33 50 40 38 80 24 12 40 30 6 7 10 8 2 8 2. As F&B manager your duty is to report to your managing director.

One of your objectives given by your manager is to reduce the amount of breakages, so make a proposal of three options which will resolve the amount of breakages. a. Knowledge of which rack to use with which cutlery, glasses and plates is fundamental to ensure less damages and breakages when the rack is put in the dishwasher. By avoiding overloading and by treating the plates correctly, fewer damages will occur. 6 b. Store the cutlery and glasses properly, trying to avoid breaking, scratching or knocking them over. Have the glassware in an appropriate place which is easily accessible and reachable. . Teach staff how to properly maintain the cutlery and glassware to avoid breakages and damages. This may take time and more money to train, but in the long run, fewer glasses will be ruined. 3. Please bring forward other reasons that could justify the fact that breakages are not the only explanations on the poor result of your stocktaking?
• Staff being reckless and mishandling the stock
• Slippery floors
• Putting too much cutlery/glasses/plates on one rack
• Breakages by guests 7 Dish Washing Exercise 1. What criteria are decisive when choosing a professional dishwasher? Speed
• Efficiency
• Durability
• Easy to clean
• Long lasting
• Price
• Number of stacks per wash
• Budget
• Staff training
• User friendly
• Economically friend
• Environmentally friendly
• How many staff are needed
• Warranty
• Hygiene
• Quality 2. What are the consequences of an oversized selected dishwasher?
• Costly
• Takes up a lot of space
• Only good for a very large establishment
• Environmentally unfriendly
• A lot of electricity waste 3. What are the consequences of an undersized selected dishwasher?
• More dirty plates than clean plates
• Durability and quality might not be as ood as an expensive dishwasher
• More breakages
• More staff needed
• Less efficient 8 STEP BY STEP OPL CALCULATIONS 1. What should the capacity of washing be if 320 kg linen has to be washed? 320 x 130% = 416kg 130% = 30% x 320 2. As an average, a hotel uses 550 kg of linen per day. The laundry operates 5 days a week. What should the daily washing capacity of this laundry be? 550kg x 130% x 7 days / 5 = 1,001kg (amount of laundry washed in 5 days, for the 7 days of laundry consumption) 3. The laundry in the previous question is open 8 hours per day. The average washing cycle lasts 80 minutes.

How many cycles could the washing machine handle during a day? 8 hours = 480 minutes 480 / 80 = 6 cycles per day 4. By using your answer in question 2, what should the washing capacity per cycle be? 1,001 kg / 6 cycles per day = 167kgs per cycle 5. Your answer in question 4 represents 100% of one washing cycle. 40% is bed linen, 30% is bathroom linen, 20% is restaurant linen and 10% represents washable uniforms and cleaning cloths. As these types of linen cannot be washed together in the same washing machine, what should the capacity of each machine be? Bed linen – 40 % of 167 is 66. 8 ? 7kgs Bathroom linen – 30% of 167 is 50. 1 ? 50kgs Restaurant linen – 20% of 167 is 33. 4 ? 33/34kgs Uniforms and clothes – 10% of 167 is 16. 7 ? 17kgs 9 1 X 6kg, 1 X 11kg 6. For which reasons, can the linen in the previous question not be washed together in the same machine? Different department, different fabrics, different colours, different degrees of soil, different temperatures 7. The cycle of the tumble dryer lasts 30 minutes. What should the capacity of this machine be? 8 x 60 = 480 / 30 = 16 300 / 16 = 22kg per cycle (dried) (1 x 19) = (1 x 3) = 22kgs Textile Knowledge Exercise

You have received a bag with 10 samples of different fabrics. Each sample has a number from 1 to 10. The fabrics in the bag are all mentioned in the table below. Linen Linen jersey Cotton Silk Cotton – Silk Jute Viscose Polyester Nylon Wool – Alpaca Acetate – linen – polyester Cotton terry Could you please identify the 10 fabrics and write the name on the appropriate line here below. 1. Acetate – linen- polyester 2. Polyester – very slippery, very glossy 10 3. Silk – if it wrinkles, it is natural silk 4. Linen – wrinkles 5. Viscose 6. Cotton terry – cotton the fabric, terry the way of weaving 7.

Wool – Alpaca 8. Linen Jersey 9. Cotton 10. Cotton Silk Which two fabrics are not in the bag? Jute and Nylon CHOICE OF LINEN IN OTEL BUSINESS INN Hotel Business Inn is located nearby a Swiss business town. The hotel is well-known for its modern design and comfortable 148 rooms. The hotel has a **** business classification. The occupancy rate is above average and the target market is individual and group business women and business men. Hotel Business Inn needs to choose new linen for the rooms, restaurants, stewarding and kitchen. You are in charge of making this choice.

Below the types of linen needed. Justify your choice. Type Rooms Bed sheets Quality of fabric Justification Cotton/Polyester blend Polyester ? durable, crease resistant, little or no ironing, dries rapidly, can be laundered easily, resist soiling, Light and dries easily ? reduces water and time taken to wait for drying Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization)
• Cheaper
• Good appearance, quality and durability
• Comfortable and pleasant feel
• Withstand hot ironing temperatures
• Cotton is good at absorbing sweat 1 Duvet covers Cotton Blended fabric Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization) Polyester ? durable, crease resistant, little or no ironing, dries rapidly, can be laundered easily, resist soiling Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization)
• Cheaper
• Good appearance, quality and durability
• Comfortable and pleasant feel
• Withstand hot ironing temperatures
• Cotton is good at absorbing sweat Cotton terry ? ood absorption, soft, comfortable, quick dry Pillow cases Cotton/Polyester blend Cotton terry Bath towels Cotton terry Hand towels Cotton terry ? good absorption, soft, comfortable, quick dry Bath mats Cotton Terry Pure cotton Highly absorbent, catches drips and splashes ? chances of slipping are reduced. Can be laundered frequently cotton ? High quality appearance, high strength, easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization) Polyester cotton ? strong, wrinkle resistant, absorbent, easy to launder, light weight, dries fast Cotton ?

High quality appearance, high strength, easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization), soft and wipes stains Polyester cotton ? strong, wrinkle resistant, absorbent, easy to launder, light weight, dries fast Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization) Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures, Organic, soft material Restaurants Table cloths Cotton Cotton polyester Cotton silk

Napkins Service towels Polyester cotton Cotton Cotton Glass cloths 12 Kitchen Chef jackets Polyester cotton Cotton is lightweight, versatile , absorbent, crease resistant Polyester is insulating and cushioning Polyester ? durable, crease resistant, little or no ironing, dries rapidly, can be laundered easily, resist soiling, Light and dries easily ? reduces water and time taken to wait for drying Cotton ? High quality appearance, high strength, easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization) Polyester cotton ? trong, wrinkle resistant, absorbent, easy to launder, light weight, dries fast Cotton Cook’s towels Polyester/cotton blend Cheese cloths Cotton Stewarding Dish towels Absorbs water and maintains shape Cotton ? easy to launder, good conductor of heat, durable, can stand very hot was temperatures (good for sterilization) Linen Inventory Analysis 1. What do the “Transformed” pillow cases stand for? Transformed pillow cases are pillow cases that are made from discarded bed linen. 2. Is Hotel Business Inn equipped with traditional or Scandinavian beds?

Hotel Business Inn is equipped with Scandinavian beds. 3. How do you explain the amount of 308 bath and 308 terry towels “In rooms”? By looking up the chart where the bath and terry towels intersect with the ‘In room’ column. 4. Where do you find the information to be able to establish the figures “In rooms”? By checking the rooms while taking daily inventory. 5. What is the difference between “Total linen in use” and “Total linen on hand”? The “total linen on hand” is how much linen in all is available on the premises, whether they are being used, laundered, or in stock. Total linen in use” is only the linen being used in the rooms. 13 6. How do you explain -35 “Loss” of pillowcases rectangular in shape? It is a mistake made the previous year in the inventory so it has to be retaken. 7. If Hotel Business Inn offers “Turn down” service, what should the amount of 4 pars of bathroom linens be, assuming the average change in the evening is half of the quantity being used in the morning? 304 people morning + 152 (304/2) people evening =456=1 par 456X 4= 1824* 8. A piece of linens can be washed approximately 250 times before being worn out.

How many par levels are then considered yearly, ordinary wear and tear? Use as an example this 148-room hotel at an occupancy rate of 90%. 0. 9 (90%) X 148 X 2= 266 people/day X 365 days= 97236/250 times = 388 sheets/year* 9. How do you explain the “Amount needed” of 577 bath towels? The discards were a little over 1 par, which is higher than ordinary wear and tear therefore more bath towels are needed for the next year. 10. If you open the new Inventory form for September next year, which row will you copy from this year’s inventory to the line “Last inventory”? The row that says “total linen on hand”. 1. If you do not get the needed budget to buy the missing items, how could you solve the problem still being certain you can operate smoothly during the following year? Utilize linens from previous year and/or negotiate with suppliers. 14 STANDARD OPERATING PROCEDURES MANUAL SEASONAL HOTEL MODULE: 3. 0 Cleaning a Room SUPPORT MATERIALS Reference TASK: 3. 010 DEEP CLEANING IN SEASONAL HOTEL Any session support materials required or instructions to trainers ATTENTION What Prepare colleagues for the training An Intensive cleaning process which the hotel schedules in periods e. . monthly, quarterly, half-yearly or annually (depends on the type of hotel and occupancy) Reasons for deep cleaning is to maintain an environmentally fresh and clean hotel, for the exterior and interior to remain attractive, to reduce any bacteria (cross-contamination) and also for hygiene reasons (health and safety) For a hotel to be able to function at the same time as the deepcleaning process, they must maintain a very good relationship with the maintenance department, as the maintenance department helps them move furniture and fix items which may have been damaged.

The maintenance department also uses big, special equipments to deep–clean the carpets. The effort that they use on deep-cleaning is very time consuming and expensive, and needs a lot of special knowledge, but at the end of the day, the customers appreciate the cleanliness of the hotel more, which in leads to more customers in the future. Interest Need BREAKDOWN Demonstrate and explain the steps and standards, allowing the trainee to practice at intervals QUESTIONS STANDARDS PROCEDURE STEPS 15 Walls and Doors: 01 ? Cleaning of walls and windows ? leaning difficult places that usually aren’t cleaned properly daily (hard to reach) such as fans, air-conditioner vents and ceilings. 1. Why do we have to move from the bottom up? 2. How are the walls dried, once cleaned? 1. Start from the dirtiest place (the floor lining) and move from bottom up. This avoids marking and staining 2. After a wash from down to up, rinse again, keeping an eye on the areas in which the most dust could have collected 3. Once washed, leave the wall to dry Furniture: 02
• Cleaning of furniture and possibly the polishing of wooden furniture, for example. 1.

What is the point of moving all the furniture? 2. Ask the maintenance department, along with the housekeeping department to move the furniture away from the walls and into the middle of the room 3. Use a wet cloth to remove all dust, paying attention to areas where most dust could have been collected (wheels, legs) 4. For deep stains, special detergent can be used to try to remove. Leave for about 10 minutes before rinsing it off with cold water 5. Dry with a duster and then polish 1. Use a ladder for easy accessibility to the lamp, and carefully remove the shade from the lamp or light. . Use a solution with little acidity and alkaline (neutral) and soak in warm water before gently cleaning with a soft toothbrush (it may be a used one) 3. Rinse the shade in cold water, then leave in the shade to air dry (not in the sun, as the colour Lamp Shades: 03
• Washing and laundering lamp shades which are of soft material To clean hard to reach places such as fixed lamp shades hanging from the ceiling The possibility of cleaning and polishing fragile lamps such as chandeliers and
• 1. How do we access the lamp shade if it is unreachable? 2.

Why should the lamp shades be rinsed with cold water ?
• 16 ballroom lamps. BREAKDOWN Continued QUESTIONS 1. Why is it necessary to shampoo carpets ? 2. What do we do when the shampooing process is complete ? may die away. ) PROCEDURE STEPS Carpets: 04
• Shampooing and deep-cleaning the carpets STANDARDS 1. Get some help and try to remove all the furniture which is moveable out of the room 2. Vacuum the carpet to remove any rubbish/dust/food that may still be on the carpet 3. Look for any spots which may need to be spot cleaned and if so, remove it 4.

Using about 8/9 water and 1/9 shampoo, prepare the solution for the carpet edges and corners. 5. Using a shampoo machine, clean small sections of carpet, trying to work the machine in a logistic way (backward and forward in a straight line, and overlapping to make sure that the carpet really is clean afterwards) 6. After shampooing is complete, empty out and rinse the tank of the machine, refill with clean, warm water, and rinse the entire carpet 7. Leave to air dry 8. After drying, vacuumed again and restore furniture to their places BREAKDOWN Continued QUESTIONS 1.

Why is it necessary to rotate and flip the mattress? STANDARDS 1. About 4 times a year, room attendants should have a protocol to turn and rotate the mattress ? this allows the PROCEDURE STEPS Mattress: 05
• Turning the mattress upside 17
• down and rotating the head area to the other side Cleaning the bed frame and linen (bed protector) mattress to balance out (the body shape of the guests may have created a crater like shape) CHECK Question 1. 1 Question 1. 2 Question 2 Test recall and understanding of the task and the standards To avoid streaking and marking.

By the natural air To be able to access the furniture better (have a 360 degree view) and to avoid damaging walls and staining them Use a ladder or if use a elevating machine if it is in a ballroom (high ceilings) – may be accessible from the top To remove the stains from the shades. To remove any bacteria or dust which may be trapped in the carpet. The particles can create allergies and cleaning the carpet will make the room more hygienic and healthy. Leave the carpet to air dry before moving all furniture back into the room.

Do no move furniture into the room when the carpet is still a little bit damp To make sure the springs don’t get ruined and destroyed by the weight of guests Question 3. 1 Question 3. 2 Question 4. 1 Question 4. 2 Question 5. 1 STANDARD OPERATING PROCEDURES MANUAL CITY ATTENTION Preparing employees for training 18 What Intensive cleaning tasks scheduled at regular intervals i. e. monthly, quarterly, half-yearly and annually. Interest To reduce human error through cross-contamination, to maintain an attractive and efficient work environment and maintain high levels of hygiene and therefore safety.

Need Requires constant communication between the maintenance department and housekeeping as well as special equipment, techniques, skills and group effort as it is time-consuming and may be complicated. Demonstrate and explain the steps and standards, allowing the trainee to practice at intervals PROCEDURE STEPS Doors and walls
• • Through cleaning of walls, windows and curtain tracks Cleaning hard to reach areas such as ceilings, top edges of doors, fans and air conditioning vents A. Why do we wash from the bottom, moving upwards? QUESTIONS 1. 2. 3.

STANDARDS Wash from the bottom, moving up wards, to avoid streaking and marking Rinse from top to bottom, paying special attention to the baseboards Leave to air-dry B. How do we dry the walls? 6. 7. Shift all furniture away from the walls Damp-dust thoroughly, paying particular attention to the backs and caster wheels Cane and wicker furniture should be vacuumed first and then damp-dusted with a well wrung-out micro fibre cloth. A neutral detergent may be used. The final rinse should be of cold saline water. Dry thoroughly and then polish Furniture
• Sanitary cleaning of furniture and polishing of metal and wooden A.

Why should we shift all furniture away from the wall? 8. 9. 19 Continued PROCEDURE STEPS Fabric lamp shades: Sending soft furnishing to the laundry Carpets:
• • Shampooing carpets QUESTIONS A. How do we dry the lampshade s? A. What is the approximat e correct dilution of shampoo to water for carpets? STANDARDS 1. Damp micro fibre cloth wrung out in neutral detergent solution 2. Rinse and leave to air dry 9. 10. 11. 12. Remove all movable furniture Vacuum the carpet Remove any stains by spot cleaning Prepare the correct dilution of shampoo (usually 1 part shampoo to 8 parts water).

Shampoo the corners and edges of carpet manually Use a carpet shampooing machine, cleaning small sections of carpet at time. Work the machine in forward and backward straight lines overlapping the preceding line by a few inches on each stroke After shampooing is complete, empty out and rinse the tank of the machine, refill with clean, warm water, and rinse the entire carpet Leave to air dry After drying, vacuum again and restore the furniture to its original places 13. A. After shampooin g is complete what do we do? 14. 15. 16.

Fans:
• Cleaning hard to reach areas such as fans and air conditioning units A. What is the first thing you have to do before you clean a fan? B. Why do we use a neutral detergent? 1. Turn off the power 2. Avoid over stretching by using a height adjustable step ladder 3. Damp micro fibre cloth over the blades wrung out in a solution of neutral detergent 4. Dry and finish with a duster Seasonal Hotel ? Will need to be deep-cleaned after the seasonal peak e. g. in Thailand, the end of the seasonal peak would be in summer (December) ?

Needs to make sure that the demand for rooms is high and time allows for deep-cleaning ? time grabbing ? Cleaning processes need special detergents, special staff and training ? Might be the case that each hotel may need a deep-cleaning process to suit their hotel e. g. a hotel may have carpet, while the other may have wood. City Hotel ? A city hotel has a lot of customers throughout the year compared to a seasonal hotel, where customers mainly only go there in high season ? the hotel may need constant deep cleaning ?

Mostly done by outsourcing deepcleaners ? Done more regularly than seasonal hotels as there are more guests going in and out 20 The preparation procedures to clean an EHL studio It is essential that before starting to clean a studio, correct uniforms, equipment and materials are gathered and prepared for usage. Wearing the correct shoes and adhering to the uniform standards will ensure that hygiene is maintained and that nobody gets hurt or injured. The preparation procedure for cleaning an EHL studio is divided into 5 different categories hich are uniform standards and appearance, equipment and materials, entering a studio, laying the bed and cleaning the bathroom. We as Room Attendants, need to always keep in mind that we have to create a lasting impression to the guests and that if we were staying at the hotel, we would appreciate it if the Room Attendants were nice, friendly, dressed properly, smiling, hygienic, respectful and most importantly, if they knew our names. This all adds a personal touch to the service, which in the end of the day, creates a memorable and unforgettable experience. . Uniform Standards and Appearance: ? ? ? ? ? Hair tied back No jewellery A white coat Dark coloured, closed shoes – heels no higher than 4cm No sport shoes or jeans are allowed! 2. Equipment and Materials: Room Attendants Trolley ? Toilet rolls ? Knee pads ? First aid kit ? Mattress protector ? Bed sheets ? Duvet covers ? Pillow cases ? Hand or disk cloths ? Bath mats ? Face towels ? Bath towels Refill the linen trolley according to ergonomic principles – to protect your back and to make the task easier and more efficient.

For your convenience, have the towels stored on the top rack and the bed sheets on the bottom, to make it easier for you. b) 3 Laundry Carts a) 21 All contain a netting case: ? ? ? c) 1 for cloths and 1 for micro-fibre cloths 1 for bed sheets, duvet covers and pillowcases ? they require ironing. 1 for towels and mattress protectors ? linen to be folded The Cleaning Trolley ? 1 metallic cigarette container ? 1 box disposable gloves ? Light bulbs ? Disinfectant ? One container holding wet mops ? One grey container for collecting recyclable rubbish e. g. glass and plastic bottles ? telescopic duster ? 1 Johnny mop broom ? 1 blue container with control material ? Lid of container holds small tools such as a checklist Hand Caddy ? 3 micro-fibre cloths for different purposes o Red = toilet and walls around the area o Blue = dust around the rooms o Yellow = sink and shower cubicle ? Red cloth and green micro-fibre cloth to clean the toothbrush holder ? need to be thoroughly wet to remove the toothpaste stains ? Bottle of sterilium – to disinfect hands ? Neutral detergent – used on tiled walls, the mirror and floors of the bathroom ? Acid detergent – used on all wet surfaces ?

Bottle brush – to clean the over-air vent ? Blue disposable slippers – used to walk into the shower ? Kit of small pliers d) 3. Entering a studio: ? Knock on door twice and announce housekeeping ? Knock 3rd and use key to open door ? Switch on all the lights to make sure they are in working order and replace light ? ? ? ? bulbs if necessary Pull the curtains back, wind the stalls back and open the windows Empty the wastepaper baskets and ashtrays – sort out so that glass and bottles go into recycling container Line with clean new plastic bag and tie a knot around the edges.

Leave both bins outside the door (be sure to not obstruct the door way) Empty the ashtray and clean the ashtray with the white sponge and dry with toilet paper 22 ? ? ? ? ? ? Remove dirty towels and place in corresponding carts Remove toilet rolls and place on shelves by the door Flush toilet and push water in the bowl – leave brush in toilet Remove all objects around the sink to make cleaning easier Hang up shower curtain Take acid detergent and apply it on the bottom tiles of the toilet, inside the toilet, around basin, on walls of showers, on the mirror – leave them to react and go clean the rest of the room . Laying the bed: ? Pull the bed into the middle of the room ? ? ? ? Walk around it and remove any objects which may obstruct the passage or cause accidents Remove any personal items which may be placed on the bed and put them on the chair Place yourself at the foot of the bed – the bed is stripped from the bottom and made from the head Remove the pillow case and place it on the bed – take the pillow and the protective case and place it n the chair Do the same with the duvet – fold into three and make sure the label is facing you Remove all linen from bed and place them in corresponding laundry carts The duvet cover must be placed the right way around and not inside out to make the ironing easier Disinfect the gloves and take a piece of item back into the room and place them on the chair ? ? ? ? 5. Cleaning the bathroom: ? Take the pink cloth, wet it thoroughly and fold it – use sweeping motions to make sure that all the surfac