Welcome

Welcome to Your Hotel. You have joined a young, progressive, growing company in
the hospitality industry. To sustain the growth that we have enjoyed, however, we
must continue to successfully respond to the service needs of our guests. We can do
that only through you...gracious, friendly and professional employees.
Our guests expect Your Hotel staff to be polite and well groomed, to be responsive,
answer any uestions and to handle all transactions efficiently and in a positive
manner. !ecause House"eeping is wor"ing in view of our guests, you must exhibit
these characteristics at all times.
Our Mission
The House"eeping #epartment$s mission is to provide clean, comfortable guest
rooms in a manner, which will promote guest loyalty. This means that our guest will
find a consistently made, first class room every time he chec"s into Your Hotel. %f
there is a problem, it means that the guest&s concerns will be dealt with swiftly and
with a smile. Our role is not to determine right or wrong, or to assess blame, but
rather to ma"e the complaint go away, and restore the guest$s faith in our brand. Our
operating #epartmental motto is 'The Guest Is Always Right(.
What Is a Room Attendant?
) *oom )ttendant at Your Hotel could be defined as a House"eeping #epartment
employee who cleans guestrooms. While this definition is technically correct, it
doesn&t begin to describe the effect you and other *oom )ttendants have on guests.
+any studies have shown that clean rooms and public areas are the most important
factors in determining whether guests will return to a hotel. !y cleaning guestrooms,
you ma"e a difference in the success of your hotel and in the comfort of your guests.
You have a job to be proud of,without you, the hotel would be empty. -o one would
chec" into a room that had dirty sheets, damp towels, and a floor littered with
garbage.
You ma"e sure each guest has a room complete with all the comforts that amenities
can offer, and all the warmth that a clean room can bring.
You ma"e the difference.
Our Hotels Standards of Excellence
The condition of each guest$s room should enhance the guest$s overall experience.
+a"ing sure guestrooms are clean, neatly arranged, and inviting at all times is your
ultimate goal as a *oom )ttendant. *adisson /tandards of 0xcellence help you
achieve that goal.
You were hired for your ability to meet the /tandards of 0xcellence. What are some
of these standards1 You must2
3 Thoroughly clean mirrors, glass surfaces, windows 4inside and out5, ashtrays,
walls, telephones, and wastebas"ets
3 Thoroughly clean and dust baseboards, pictures, window sills, drapes, chairs
4legs and rungs5, dressers and drawers, des"s and drawers, night stands,
lamps, lamp shades, light bulbs, headboards, closet poles and hangers, closet
shelves, and televisions
3 -eatly ma"e beds, and ma"e sure there are no stains, holes, or loose threads
in bedding materials
3 Thoroughly vacuum guestroom carpeting, and ma"e sure it doesn$t have any
stains or holes
3 +a"e sure each guestroom$s electrical and mechanical functions are in proper
wor"ing order
3 6ollow 7Yes % 8an.7 standards2
9ive :ersonal )ttention Ta"e :ersonal *esponsibility
;se Teamwor"
;nusual 9uestroom /ituations
)s a *oom )ttendant, you will respond to a lot of different situations. While you
can$t predict everything, you can try to be as prepared as possible. That way you will
be able to respond calmly and reduce your stress level. %f you come across an unusual
situation, please contact your /upervisor immediately.
/ome examples of unusual guestroom situations are2
<. Flooded Bathroom - This may have happened from toilet overflow or lea"y
plumbing. =et +aintenance "now right away.
>. Sleeping Guest ? /ome guests are sound sleepers and won$t hear you "noc".
:rovide uality service by uietly leaving the room and mar"ing on your sheet
that you were unable to clean the room. *eport the situation to your
supervisor immediately.
@. Sick Guest ? )s" if the guest wants medical attention. %f so, call the 9uest
/ervice *epresentative and explain the situation to him or her right away. %f
you need to clean up vomit, remember to wear gloves, goggles, and aprons,
and follow the other blood borne pathogen safety procedures. Aomit is a body
fluid that can carry disease.
B. Dead Guest ? =eave the room right away. #on$t touch anything in the
guestroom. 8all /ecurity and the 9uest /ervice *epresentative. They will
handle the situation for you. Your supervisor will let you "now if you need to
do anything else.
C. Firearms illegal su!stances large sums o" cash ? You$ll want to protect
yourself by letting your supervisor "now right away when you find these
things.
D. Into#icated guest ? You could be in danger if you stay in a room with a
drun"en guest. :rotect yourself by leaving the room, and tell your supervisor
immediately why you weren$t able to clean it.
E. $nauthori%ed pet ? Tell the 6ront #es" about any unauthoriFed pets or signs
of pets. The hotel may be able to charge the guest. )lso, the 6ront #es" may
tell you what to do about the animal. %f you feel threatened by the animal,
leave the room. You don$t need to ris" a bite or scratch.
G. Guest who suggests a romantic encounter ? !e careful in this situation.
:olitely refuse the suggestion, and leave as soon as possible. %f you feel
threatened let your supervisor or /ecurity "now.
H. Abused guestroom - Some guests will destroy a room just for fun. This is costly to the
hotel, and it takes a lot longer to clean that room. Tell your supervisor about the
abused room. That way, someone else can clean some of your rooms while you work
on the damaged room. Also, the Front Desk may be able to charge the guests for the
damage.
Room Status Codes
Code What It Means
0arly ma"e?up
reuests
You can help ma"e a guest$s stay an excellent one. When a guest reuests an early ma"e?up, or
puts the 7ma"e up room7 sign on the door"nob, you have the opportunity to shine by cleaning
this room first.
A%: *ooms Our 7Aery %mportant :ersons7 always receive extra attention since they are our special guests.
You are a big part of ma"ing them feel at home.
!loc"ed *ooms These rooms have been set aside for guests with special reuests,connecting rooms, non?
smo"ing rooms, etc. When you clean these rooms together you are helping the 6ront #es"
meet guests$ special reuests.
Aacant and
dirty rooms
8leaning vacant rooms before stay?over rooms helps arriving guests get into their rooms more
uic"ly. You$re providing uality guest service by ma"ing rooms available as soon as possible.
These rooms are also called chec"?out roomsI their code is c/o.
/tayover rooms These rooms can be done later in your shift because the guest has already unpac"ed and
probably isn$t waiting for you to clean. The code for this room is s/o.
=ate chec"?out
rooms
You can save yourself time and energy by cleaning these rooms late in your shift. They do not
need to be cleaned until the guest has left.
#-# 4#o -ot
#isturb5 rooms
Your Hotel always respects the guests$ wishes in these rooms. %f the sign is still up after chec"?
out time, tell your supervisor and let her ma"e the decision about whether to clean it.
-o /ervice
rooms
%f a guest reuests that the room not be cleaned, tell your supervisor and mar" your sheet. The
supervisor will find out if there is another time to clean, or if there are any special reuests.
Early Chec!in "rocedures
In an e""ort to pro&ide our guests with the !est possi!le ser&ice and in an e""ort to
reduce stress le&els at our "ront desk and in housekeeping the "ollowing
procedures are to !e implemented'
#ay Room
%f a guest arrives loo"ing for a day room, the front des" should be getting in touch
with house"eeping as soon as possible to find a room that is clean. 6ront des" should
not be ta"ing reservations for day rooms since their availability depends on how soon
guests chec"?out that morning. 6or example, if a truc"er needs a room to sleep, front
des" can chec" with house"eeping to as" how soon a room may be available. %f there
are vacant rooms this will probably be between @J minutes to one hour.
$uest Arri%in& Early 'ith a Reser%ation(
When a guest with a reservation arrives before the regular chec"?in time,
communication between the departments will ma"e it easier to accommodate the
guest as uic"ly as possible. Yes, chec"?in time is still > p.m.I however, if it is possible
to accommodate guests sooner we should be doing so.
+ost of the house"eeping staff begins wor" at H2JJ am. #uring the summer, a
house"eeper arrives at E2JJ a.m. and during the winter at G2JJ a.m. %f the guest
arrives before H2JJ a.m. and there is no room clean and vacant, advise the guest that
it will ta"e time until the staff has a chance to clean the room. This is based on the
fact that chec"?out time is <<2JJ a.m. and usually people do not begin departing
before this time.
A $uest 'ith a Reser%ation Arri%in& After ))*++ a,m,
)fter <<2JJ am the following basic procedures will result in better communication,
faster service, and happier guests. 4That&s why we are here.5
When the guest arrives to chec" in, chec" if there may be a different room type
4perhaps a different floor5 which will satisfy the guest that is clean and available at
that time. %f so, feel free to chec" them in.
%f there are no clean rooms at that time, find out the type room needed. 0ither call or
page house"eeping immediately to let them "now what type of room the guest
reuires. House"eeping will not "now what is needed if front des" does not tell them.
4they are not psychic5. %f possible house"eeping should give front des" an
approximate time to advise the guest when to return for "eys.
When finished with a needed room, house"eeping should let front des" "now as soon
as possible.
-or A $uest Arri%in& Without A Reser%ation
6or a guest arriving without a reservation, the chec" in time is >2JJ p.m. 0arly chec"?
in depends on the situation. %f there are no guests with reservations waiting and it is
possible to have a room ready before chec" in, front des" should be chec"ing the
guest in.
6or house"eeping, calling the front des" with clean rooms is only reuired for rooms
which have been reuested. 6or all other rooms house"eeping should be updating the
computer every half hour or more if reuired.
%t is a matter of communication and team wor". We are here to provide the guest
with a comfortable stay as uic"ly as possible. We can do this together.
#o .ot #istur/ 0#.#1 Rooms
3 %f you come across a #-# room, please leave it and come bac" to it at the end of
your shift.
3 %f the room is still #-# at the end of your shift, please inform your /upervisor
and they will chec" with the 6ront #es" to see if the guest has decided to stay over
or has a late chec"?out.
3 %n case there is no information at the 6ront #es", then "noc" on the door. %f
there is no reply, then enter the room. %f there is a reply after you "noc", then as"
the guests if they have a stay?over or late chec"?out and inform your /upervisor
accordingly.
/tay?Over *ooms
3 %f you have a stay?over room, "noc" on the door to see if the guest would li"e to
have their room cleaned and follow the procedure.
=ate 8hec"?Outs
3 %f a guest has not chec"ed?out by <<am, please inform your /upervisor. They will
ma"e the 6ront #es" aware and the front des" will call the room to remind the
guest of the chec"?out time.
8omplimentary *oomKA%: :olicy
8omplimentary rooms can only be authoriFed by the 9eneral +anager, )ssistant
9eneral +anager or the #irector of /ales in hisKher absence. This includes tour
group complimentary rooms and staff house use.
)ll complimentary room guests will be treated as A%:$s with the exception of tour
group complimentary rooms and house use rooms.
%n order to upgrade our service, special attention has to be given to our A%:$/. The
following house"eeping standard amenities set up for A%:$/ and AA%:$/ are to be
implemented2
3 #eluxe soap bars to be used
3 =ights and radio to be turned on in the room
3 Turn down service to be provided each evening between D2JJ pm and E2JJ
pm. 6resh towels to be replenished and good night candy to be placed on
pillow at the same time.
3 /hoemit, lotion and ironing board placed in the room
*euest for *ooms
There may be times when a guest arrives early or wal"s?in and reuests a room as
soon as possible, the 6ront #es" will get in touch with the House"eeping #epartment
and let them "now what type of room is reuested and see how long before one is
ready.
=ost L 6ound /hipping :rocedures
The procedure for the shipping of items left in =ost L 6ound to our customers is as
follows2
When the guest claims the item and wishes it to be sent to him by any means of
conveyance, the Hotel must receive the shipping charges in advance.
(hy) %f we have to ship it 8.O.#. the guest will pay twice the normal shipping costs.
*ow Do (e Recei&e +ayment) The easiest way is to ta"e the guests credit card
information2 name of card, name of cardholder, card number and the card expiry
date. The guest will !e charged only the actual cost o" shipping.
(ho Does The Shipping) )ll shipping will originate at the =ost L 6ound. %f it is
:urolator, the item is to be pac"aged and all forms will be completed and the item
brought to the 6ront #es" who will phone :urolator and complete the charge to the
guest&s credit card. %f it is mail, the item will be pac"aged and brought to the 6ront
#es" who will complete the charge to the guest&s credit card and then put the parcel
at the mail station.
(hat I" The Guest (ill ,ot +ro&ide A -redit -ard ,um!er) :lease assure them that
they will receive their item 8.O.#. and that they will pay twice the costs of normal
shipping.
!rea"s
)ll house"eeping staff will be entitled to a half?hour paid lunch brea" at which time
you are not to leave the property unless permission has been given by your
/upervisor.
House"eeping staff will be entitled to a paid fifteen minute afternoon brea" when
they are reuired to clean fifteen or more rooms during that given day. However, if
there are less than <C guest rooms assigned, this brea" will be unpaid.
2ime 3reado'n to Clean a Room
)ccording to Our Hotel&s standards, the average time allowed for the house"eeper
and laundry personnel to clean a room is >H minutes.
!rea"down2 *oom cleaning <G minutes per room
:aid <C?minute brea" < minute per room
@J minute lunch > minutes per room
8art loading < minute per room
*oom chec"ing < minute per room
Hourly administrative supervision < minute per room
=aundry C minutes per room
>H minutes per room
The average number of rooms a house"eeper is expected to clean per day is from <D to
<G.
Aerifying *oom /tatus
Aerification of the room status by the 9uest /ervice *epresentative involves receiving
the House"eeper$s *eport and chec"ing for any discrepancies between this report
and the records at the 6ront #es". /ee end of section for copy of the /tatus *eport.
*oom 8hec"s
*oom attendants are reuired to return to a room if the room inspection shows that
something was missed or not completed properly. The room attendant will also be
reuired to initial the %nspector&s reuest and return to the room to complete the
wor". This is to ensure our guests are chec"ing into a comfortable, clean room.
$ar/a&e
)ll garbage must be removed from house"eeping and ta"en to the garbage containers
located at the rear of either the poolside building or the main building.
*ecycling
)ll *oom )ttendants are reuired to ta"e part in the recycling program. This means
you are reuired to sort all recycling and place in the appropriate recycling bin and
not leave recyclable items in the garbage bag.
)ny beer bottles you find in the rooms are to be ta"en to the house"eeping office. The
bottles will be returned and any money we get bac" will go into an account to reward
the House"eeping staff 4i.e. treated to dinner5.
:ersonal :rotective 0uipment
:ersonal protective euipment is provided 4i.e. gloves5. %f you cannot find
something, please as" your /upervisor.
2i4s
Tips left in the rooms belong to the *oom )ttendant that cleaned the room. %f there
is a tip left from a guest who was staying more than one night, the money will be
distributed to each house"eeper that cleaned the room during their stay.