1. Hotel Management Hospitality Services
Housekeeping
Hotel Management
Hospitality Services

2. What a guest expects
Hotel must be clean, sanitary and presentable at all times, inside and out! Hotel reception area gives a guest their first impression, it must be clutter-free and fragrant-smelling; warm, airy and welcoming; dust-free and litter-free.

3. What you should expect
A hotelier must continually assess the state of readiness to accept guests, look at your property from a guest’s eyes to see if it looks appealing and inviting. Check the outside entry, public areas, & guest rooms! Make sure the staff working in the hotel is aware of your standards for cleanliness and order. The housekeeping staff “delivers the product” of the hotel!

4. Cleanliness and Sanitation
Good sanitation and cleaning prevent the spread of diseases and infection. Clean is the state of being free of dirt and bad odors Sanitary is the state of being free from disease-causing pathogens or having a safe level of pathogens

5. Cleaning Vacuuming the carpeting and draperies Dusting the furniture
Wiping the desk area
Prevention of mildew, an odor causing fungus
Mildew grows on damp surfaces, such as shower curtains, damp sheets, bathroom fixtures, floors, window sills

6. Sanitizing
Must use a chemical agent and/or heat to kill all germs and bacteria (pathogens) Surfaces are sanitized by washing them with a sanitizing solution. Telephones and television remotes must also be sanitized daily

7. Executive Housekeeper a/k/a Director of Services
Oversees the largest department of a hotel, perhaps up to 50% of employees are in the department The logistics of servicing a large number of rooms with a large staff on a daily basis can be very challenging. Guest surveys consistently rank Room Cleanliness as #1 Priority!

8. Skills Needed to be an Executive Housekeeper
Exceptional Leadership – oversee a large number of people often from varied backgrounds, hires & fires employees; interacts with other departments; maximize loss prevention
Organization – scheduling employees, insuring room standards, ordering and tracking use of supplies, forecast number of rooms to be used each night, record keeping….

9. Skills Needed to be an Executive Housekeeper
Motivation – personal and your staff, hold Daily Standups
Commitment - to maintaining high standards, training staff; Inspect what you expect!

10. Assistant Executive Housekeeper
The second in command under the Executive Housekeeper, the duties include:
Manages the housekeeping office, room inspectors and room attendants
Runs daily reports on room occupancy & departures
Allocates the room schedules to the room attendants
Answers phone calls

11. More responsibilities
Processes check-in and check-out log of guest rooms
Issues cleaning supplies
Keeps and files all worksheets from Room Attendants
Controls all pass keys used by Room Attendants
Inspects several rooms deemed Clean by Room Inspectors
Schedule and assign Deep Cleaning projects - dust high areas, clean AC vents, remove toilet bowl stains, rust spots, shampoo carpeting, vacuum draperies

12. Housekeeping Personnel
Executive Housekeeper
Assistant Executive Housekeeper
Housekeepers
Lobby Attendants
Laundry Manager
Laundry Staff

13. Room Inspector
A member of the housekeeping team who checks the room after it is cleaned, pays attention to details that might have been overlooked (Book of Mormon)
Makes certain the room is ready for the next guest
Keeps records of Room Attendant Performance
Inspects every VIP Room

14. Room Attendants Cleans an average 12 – 16 rooms each day
Approximately 18 – 25 minutes per room
(longer time allotted for checkout rooms vs. stayovers)
Room Attendants “Turn A Room” when it is cleaned and ready for resale.
Rooms are ready by 3 PM, hotel check-in time
Checkout time is anywhere from 11AM – 1PM

15. Room Attendants
Daily duties Enter the guest room Clean the guest room Provide the proper supplies Report problems Limit guest access Provide turndown service

16. Entering a Guest Room
Always knock and say “Housekeeping” a minimum of three times before entering a room slowly
If the room is empty the room attendant can begin working; if the room is occupied, the room attendant must wait to clean that room.
Place cleaning cart across the doorway
Wear a “safety button”

17. Procedure for Cleaning a Guest Room
Turn on lights, open drapes, set air conditioner (72° F Marriott standard)
Gather items left behind, noting room number
Clean ashtrays, mirrors, furniture
Dust furnishings
Empty trash
Vacuum
Marriott fines guest $ for smoking in guest room!

18. Cleaning procedure continued
Make the beds
Clean & sanitize the bathroom – tub, sink, floor and toilet
Restock supplies
Inspect the room
Record comments on worksheet; call into PMS
Close drapes, reset AC, spray room freshener
Turn lights off
Leave room and lock the door

19. Linens
Linens is the term used to identify all guest room items made of cloth, such as sheets, bedspread, comforter, towels, floor mats, bathrobes Linens are washed and sanitized in-house in the Laundry. Linens should be discarded & replaced when they are: stained, torn, normal wear and tear, improper use

20. Linens
Clean Linens are stored in a linen closet on each guest floor. Dirty Linens are removed from the Room Attendants cart and taken to laundry by the floor supervisor

21. Movie Time Dr Oz and Bed Bugs Evidence of bedbugs –
you will see small black dots on the sheets
you will see small dots of blood on the sheets from the bites
There is no direct compensation from Marriott for claims of bedbugs. Customer must file a complaint with Claims Dept.

22. Housekeeping Carts
Helps Room Attendants work efficiently b/c it holds all cleaning supplies, equipment, guest room supplies and linens
Items are often color-coded due to varying levels of knowledge of English language
Cart has a small basket (caddie) for carrying all cleaning sprays, rags, etc.

23. Housekeeping Carts
Cosmetics and small amenities are usually stored on bottom to prevent guests from taking souvenirs!
Carts also have a trash bag to collect room trash

24. Housekeeping Carts Laundry bag for collecting dirty linens
Room Standards Charts
Housekeeping carts should be cleaned and sanitized at the end of each shift
Carts are refilled by night shift employees

25. Guest Supplies a/k/a Consumables
Most properties supply:
toilet paper, facial tissue, writing tablet and ink pen
Toiletries - small bars of soap, small shampoo, hair conditioner, mouthwash, body lotion, shoe shine cloths, disposable shower caps are often provided by limited and full- service hotels

26. Consumables Beverage station -coffee, tea, bottled water & condiments
City & Restaurant guides
Holy Bible
Book of Mormon
Television menu

27. Non-Consumable Amenities
Iron, ironing board
Hair dryer
Alarm clocks
Housekeepers must check
irons to make sure they are empty!
closets for laundry bags
Time on the alarm clock, must be w/i 5 mins of actual time

28. 2 Most Frequently Stolen Things from a room!!
Towels Ashtrays iPad Docking station/alarm clock

29. Problems??
Since Room Attendants are in the guest rooms every day, they are responsible for noticing problems.
Items left behind by guest should be brought back to Housekeeping Office. From there the item will go to Loss Prevention
Supervisor must keep a log of when, where each item was found, description of item & its condition, name of finder, where it is stored

30. Problems??
Room attendants check the rooms for damaged items or items that need repair.
soiled, torn linens
damaged furniture
broken air conditioning/furnace
broken television or mini-fridge
leaky toilet or sink
burnt out lightbulbs

31. Blitz and RPM
Marriott employs 2 housekeepers to Blitz and two to Rooms Preventative Maintenance (RPM)
Blitz – deep clean the room top to bottom, move furniture to vacuum, shampoo carpets, etc.
RPM – refresh paint, tub caulk, cover nicks in furniture, & make minor repairs to the room

32. Problems?? Room attendants must also report:
missing furniture or other items- blankets, bathrobes, pictures, remotes, Bibles, etc.
suspicious activity – large amounts of blood
“Cooking equipment” either food or Meth
diagrams and schematics of the property
bomb or incendiary device components

33. More problems!!
Room attendants’ daily schedule has codes that indicate occupancy, vacancies, & out of order rooms. If a room is supposed to be occupied and appears vacant, the Executive Housekeeper must be called.
Unfortunately guests sometimes “forget to check-out!” but with credit cards on file that are verified at check-in this is less of a problem

34. Limiting Guest Access
The Room Attendant is responsible for making sure that no unauthorized people enter a guest room (prevents theft) or a physical attack of the Room Attendant
Strangers must not be allowed to enter the room while they are working
Often the attendant will use the cart to block the open doorway while cleaning the room
EMERGENCY buttons are issued to Room Attendants!

35. What should a Room Attendant do?
Question: A guest asks to be “let back into his room?” Answer: redirect the guest to the Front Desk to obtain a new key. Hopefully the Front Desk employee will verify the identity of the guest before issuing the key! OR Ask for the guest’s key and verify that it opens the room door before allowing guest to enter the room.

36. What should a Room Attendant do?
A Do Not Disturb sign (DND) placed on door handle prevents Room Attendants from entering the room. After 24 hours, a message is left on guest’s phone explaining the DND prevented Housekeeping. After 3 days (72 hrs.) TX Innkeepers’ Law allows staff entry into room.

37. Turndown Service between 6 PM and 9 PM
Housekeeping work that is performed in the evening
Includes straightening up of the room, closing draperies and restocking the guests supplies

38. Turndown Service
Turning down of the bedding or corner folding and placement of a cookie, chocolate, etc. on the pillow
Turn on soft corner lights
Place a “breakfast menu hanger” next to bed

39. Public Areas of the Hotel
These areas must be clean and sanitary as well: hallways, lobby, restaurants, meeting rooms, banquet halls, lounges, Business Centers, business offices, and public restrooms Lobby Attendants, House-staff, Public-Area Housekeeper or clean these areas by vacuuming, dusting, sanitizing hand-rails, cleaning all glass surfaces, etc.

40. Time for a Movie
Watch Ten Minute Trainer on Housekeeping
YouTube:

41. Project Time DO NOT DISTURB HOUSEKEEPING REQUESTED
Each student will create two room signs for guests to hang on their room door indicating
DO NOT DISTURB
HOUSEKEEPING REQUESTED
A template is provided; hotel logo, simple artwork and your name are required on both signs!