Prepare Guest Rooms PDF

LG THHHOK0921A PREPARE GUEST ROOMS
LEARNERS GUIDE
PREPARE GUEST ROOMS
Published by
HEART TRUST/NATIONAL TRAINING AGENCY
Produced by
Learning Management Services Department

Gordon Town Road
Kingston 7
Jamaica W.I.
This material is protected by copyright. Copying this material or any part of it by any means,
including digital or in any form is prohibited unless prior written permission is obtained from
the HEART Trust/NTA
*** 2003***
Version 1 LRDU JAN.04

TABLE OF CONTENTS
PAGE
Introduction.......................................................................................................................... 1
Welcome ................................................................................................................... 1
This Competency Unit.................................................................................................... 1
Before You Start ............................................................................................................. 2
Planning Your Learning Programme ............................................................................. 2
Self-Assessment Checklist ............................................................................................. 3
How To Use This Learners Guide ................................................................................ 6
Using the Computer and Other Resources..................................................................... 8
Method of Assessment.................................................................................................... 8
Element 1: Prepare for room service .................................................................................. 9
Self-Assessment Checklist ........................................................................................... 15
Element 2: Access rooms for servicing ............................................................................... 17
Element 3: Make beds ........................................................................................................... 25
Element 4: Clean and arrange bedroom furniture and furnishings.............................. 29

Element 5: Prepare bathrooms ............................................................................................ 41
Element 6: Clean and store trolleys and equipment......................................................... 47

LG THHHOK0921A
PREPARE GUEST ROOMS
INTRODUCTION
Welcome
Welcome to the Learners Guide for Unit of Competency Prepare Guest Rooms. This
is just one of a number of Learners Guides produced for the Linen Room Attendants
Skills stream of the Tourism and Hospitality Industry, and it is designed to guide you, the
learner, through a series of learning processes and activities that will enable you to
achieve the specified learning outcomes for the competency unit.
The content of this guide was developed from the Competency Standard
THHHOK0921A, which is one of the basic building blocks for the National Vocational
Qualification of Jamaica (NVQ-J) certification within the industry. Please refer to your
Learners Handbook for a thorough explanation of standards and competencies, and how
these relate to the NVQ-J certification.
You are also advised to consult the Competency Standard and Assessment Instrument for
a better understanding of what is required to master the competency.
This Competency Unit
Prepare guest rooms addresses the knowledge and skills required for effectively
preparing guest rooms. The competency unit is comprised of the following elements:
Element 1: Prepare for room service
Element 2: Access rooms for servicing
Element 3: Make beds
Element 4: Clean and arrange bedroom furniture and furnishings
Element 5: Prepare bathrooms
Element 6: Clean and store trolleys and equipment
As you go through each element, you will find critical information relating to each one.
You are advised to study them carefully so that you will be able to develop the necessary
knowledge, skills and attitudes for preparing guest rooms.
Version 1 LRDU JAN.04 1

Before you start
Before you start this Learners Guide, you need to:
a. Obtain a Learners Logbook that will be used to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and
have your learning facilitator sign off on them. This will allow you provide evidence
of your competence when you are being assessed against the competency standard.
b. Ensure that you have access to the facilities and equipment necessary for learning.
c. Ensure that your learning resources are available.
d. Know and observe the occupational health and safety standards/practices for the
industry. For example, ensure that you are wearing suitable clothing, that tools and
equipment are safe, and that the correct safety equipment is used.
e. Plan your learning programme (see below)
f. Understand how to use this Learners Guide (see below)
Planning your learning programme
The following self-assessment checklist will assist you in planning your learning
programme as it will help you to think about the knowledge and skills needed to
demonstrate competency in this unit. As you go through the checklist will be able to find
out what elements you have already mastered which ones you will need to pay more
attention to as you go through the learning process.
To complete the checklists simply read the statements and tick the Yes or No box.

Self-Assessment Checklist
- Prepare guest rooms
Element 1 Prepare for room service Yes No
1. I can select and prepare equipment required for servicing

rooms correctly for use ( ) ( )
2. I can identify and select or order supplies for trolleys in

sufficient numbers in accordance with property procedures ( ) ( )
3. I can load trolleys safely with adequate supplies in

accordance with property procedures ( ) ( )
4. I can adhere to check-in times and dress codes at all times ( ) ( )
5. I can communicate inability to meet time schedule

promptly to the appropriate person ( ) ( )
6. I can prioritize and promptly act on requests from Front

Office for room availability and status ( ) ( )
Element 2 Access rooms for servicing Yes No
1. I can correctly identify rooms requiring service from

information supplied to housekeeping staff ( ) ( )
2. I can access rooms in accordance with property customer

service and security procedures ( ) ( )
3. I can greet guests in a pleasant manner ( ) ( )

Element 2 Contd Yes No
4. I can respond to guests politely and provide them with

correct information about the hotel as requested ( ) ( )
5. I can demonstrate respect for guests privacy ( ) ( )
6. I can keep emergency exits clear ( ) ( )
7. I can refuse requests to open doors for guests who have lost
their keys and refer them to the front desk in a friendly
manner ( ) ( )
Element 3 Make beds Yes No
1. I can strip beds and mattresses and pillows and check linen
for stains and damage ( ) ( )
2. I can remove stained items in accordance with property

procedures ( ) ( )
3. I can replace bed linen in accordance with property

standards and procedures ( ) ( )
4. I can make beds consistent with the approved method ( ) ( )
Element 4 Clean and arrange bedroom furniture and

furnishings Yes No
1. I can clean rooms in the correct order and with minimum

disruption to guests ( ) ( )
2. I can clean and check all furniture, fixtures and fittings in

accordance with property procedures and hygiene/safety
guidelines ( ) ( )
3. I can set all times in accordance with property standards ( ) ( )
4. I can check, replenish and replace room supplies in

accordance with property standards ( ) ( )

Element 4 Contd Yes No
5. I can identify pests promptly and take appropriate action in

accordance with safety and property procedures ( ) ( )
6. I can check rooms for any defect and report all defects
promptly in accordance with property procedures ( ) ( )
7. I can record damaged items in accordance with property

procedures ( ) ( )
8. I can report unusual or suspected items or occurrences

promptly in accordance with property procedures ( ) ( )
9. I can change or effectively clean drapes and curtains in

accordance with property standards or given instructions ( ) ( )
10. I can collect and store guests items, which have been left
in vacated rooms in accordance with property procedures ( ) ( )
11. I can deal with problem situations correctly ( ) ( )
Element 5 Prepare bathrooms Yes No
1. I can observe all relevant safety procedures in carrying out

cleaning operations ( ) ( )
2. I can make bathroom fixtures, equipment and furnishings, free

of stains, spots, debris and smudges ( ) ( )
3. I can repair fixtures and equipment ( ) ( )
4. I can expedite maintenance requests ( ) ( )
5. I can replenish and display bathroom amenities and supplies

according to property standards ( ) ( )
6. I can handle guests personal effects according to given

instructions ( ) ( )

Element 6 Clean and store trolleys and equipment Yes No
1. I can clean trolleys and equipment after use in accordance

with safety and property procedures ( ) ( )
2. I can store all items correctly in accordance with property

procedures ( ) ( )
3. I can check supplies and replenish or re-order items in

If you ticked all or most of the Yes boxes then you might not need to go through the
entire guide. Ask your learning facilitator to assist you in determining the most
appropriate action you should take.
If you ticked a few of the Yes boxes or none at all then you should work through all of
the guide, even though some of the material may be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator
in the planning process.
How to use this Learners Guide
This Learners Guide is designed to assist you in working and learning at your own pace.
We suggest that you:
Go through the sections/elements as they are presented (starting at Section 1)
Check your progress at each checkpoint to ensure that you have understood the
material
Observe the icons and special graphics used throughout this guide to remind you of
what you have to do to enhance your learning. The icons and their meanings are as
follows:

Complete Assessment Exercise

This exercise requires you to think about the knowledge
and skills that you have or will develop in this
competency unit.
Definition Box
Words/phrases are defined or explained in this box. The
words/phrases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.
Activity
This denotes something for you to do either alone or with
the assistance of your learning facilitator.
Reference
Points you to the reference materials and other support
documents or resources used in compiling the unit content.
Ask your learning facilitator for help if you have any problems with the interpretation
of the contents, the procedures, or the availability of resources
Stop and complete each activity as you come to it. If the activity requires you to
perform an actual task, be sure to tell your learning facilitator when you get to that
activity so that he/she can make any arrangements
Get your learning facilitator to sign and date the Learner Logbook when you have
completed an activity

Read the summary and complete the self-assessment checklist at the end of each
section or element.
When you have worked through all sections of the guide, complete the assessment
exercise at the end of the document. When you can tick every Yes box, you are ready
for assessment and should ask your learning facilitator to assist you in making the
arrangements to have your performance assessed.
Using the Computer and Other Resources
Where your activities refer you to the library, computer and Internet resources, ask your
learning facilitator to assist you with locating these resources. If you are getting your
training in an institution, there may be a library and computer laboratory. If this is not
the case, visit the local library and find out what resources are available.
If you are new to the computer and the Internet, someone should be able to show you
how to use these resources.
Please note that in many of your activities you have been referred to information on the
Internet. This is because the Internet has a vast amount of information that can help you
in acquiring the particular competencies. We would like to advise you, however, that we
cannot guarantee that all the sites will be available when you need them. If this happens,
ask your learning facilitator to assist you with locating other sites that have the
information you require.
Method of Assessment
Competency will be assessed while you are actually performing the tasks and related to
this competency, this may be in a real work place or a simulated situation that accurately
relates to the work situation. You are advised to consult the associated competency
standard and assessment instrument for further details relating to the assessment
strategies.
You may now start your learning. Have fun while you work!

ELEMENT 1: PREPARE FOR ROOM SERVICE
LEARNING OUTCOMES
As you go through this element you need to ensure that you acquire the knowledge, skills
and attitudes necessary for preparing for room service. This element will prepare you to:
1. Select and prepare equipment required for servicing rooms.

2. Identify and order sufficient supplies for trolleys in accordance with property
procedures.
3. Load trolleys safely with adequate supplies in accordance with property
procedures.
4. Adhere to check-in times and dress codes.
5. Communicate inability to meet time schedule to the appropriate person.
6. Prioritize and act on requests from front office for room availability and status.
SELECTING PROPER EQUIPMENT FOR SERVICING ROOMS
A guests opinion of a hotel or other accommodation facility may be influenced by the

quality of service that is provided. It is important that you pay attention to detail when
preparing for your guests.
You should select and prepare the required equipment for servicing the room before
hand. Use a medium to large sized trolley to stack bed linen and towels. Ensure that
trolley compartments are clearly separated so that clean linen does not come in contact
with dirty ones. A smaller trolley may be used for carrying cleaning agents, mops and
brooms etc. When you have selected your trolley, dust it properly and make sure it is in
good working order before use.
CHECKPOINT:
Why should you ensure that proper equipment is selected for

servicing rooms?

ACTIVITY:
Call a local hotels housekeeping department. Find out how

equipment are selected for servicing rooms and the type of trolleys
that are available.
IDENTIFYING AND ORDERING SUPPLIES FOR TROLLEY
It is important that you ensure that the supplies for your trolley are properly identified
and sufficient quantities are selected and ordered. Be organized and keep an inventory of
the items that are required for the trolley. This will help you to keep a track when you
need to order supplies.
Be aware of the procedures and standards of the establishment to which you are offering
your services. For example, many hotel guidelines require the use of only white bed
linen, rags and towels. In addition, guidelines may require the use of specific cleaning
agents such as bleach, air freshener, liquid soap, and toilet bowl cleaner. Please bear this
in mind when selecting supplies.
CHECKPOINT:
How can keeping an inventory help you with identifying and

ordering supplies?

ACTIVITY:
Find out how local hotels identify and order supplies for trolleys.
LOADING TROLLEYS SAFELY AND IN ACCORDANCE WITH PROPERTY

PROCEDURES
When loading, be organized and ensure that adequate supplies and the correct items are
on your trolley. Never over stack: have enough to keep you from going back and forth
to the supplies room. Get information on the number of rooms that you need to service
before doing the rounds. This will help you to stack items appropriate to the task at hand.
Remember to correctly position items in the various sections of the trolley. Your trolley
should look clean and attractive. Observe safety procedure when loading trolleys. For
example, if you are loading chemicals such as bleach, toilet bowl cleaner, soap, do so
carefully and use a safe container. In addition, you may need to load other items such as:
Toiletries
Deodorizers
Linen bag
Trash bag
CHECKPOINT:
How can you ensure that you load trolleys safely and with adequate
supplies?

ACTIVITY:
Call or visit a local hotel. Find out what their standards are regarding
trolley supplies for room service. Discuss with your learning
facilitator.
ACTIVITY
Visit a local hotel and observe how trolleys are loaded with supplies for
room service. After the demonstration you will be required to practise
loading a trolley to standard.
ADHERING TO CHECK-IN TIMES AND DRESS CODE
Always adhere to the check-in time for your shift. Being punctual is a good attribute. It
shows how professional you are in conducting your job.
Remember to ensure that you have the correct information on when your guest will
check-in so that you can prepare the room in time for their arrival.
You should also adhere to guidelines regarding dress code.

Always wear appropriate uniforms, nametags, footwear and
headgear in accordance with hotel standards.
Hair should be properly groomed and jewelry and cosmetics

worn in accordance with property guidelines.
CHECKPOINT:
What are the implications of not being on time and properly attired?

ACTIVITY:
Visit at least two (2) hotels in your area. Observe the attire of the
housekeeping staff. Discuss similarities and differences with your
facilitator
COMMUNICATING INABILITY TO MEET TIME SCHEDULES
In the event that you are unable to meet time schedules or carry out room service because
your guest doesnt want to be disturbed, report this to your supervisor so that other
arrangements can be made.
As part of good team spirit and co-operation you may also communicate with your co-
workers in some instances. They can assist you with meeting your time schedule.
CHECKPOINT:
What is the importance of meeting time schedules?
ACTIVITY:
Ask a facilitator and peers who work in the hospitality industry about
the benefits of teamwork on the job. Discuss with your peers.

PRIORITIZING AND ACTING ON FRONT OFFICE REQUESTS
A lot of the requests that you will receive will come from the front office. You will
definitely receive requests for rooms to be cleaned in anticipation of guests arrival.
When you receive such requests, prioritize according to the time that the room is needed.
Inform persons in the office when each room is ready or provide information on how
soon it will be ready.
CHECKPOINT:
What is the relationship between housekeeping and front office?
ACTIVITY:
Discuss with your learning facilitator/peers in the industry the

importance of communicating with front office personnel

READY TO PROVE YOUR COMPETENCY?
Now that you have completed this element, see if you have fully grasped all the
components by doing the following Self-Assessment:
Checklist 1 Yes No
1. I know how to correctly select required equipment for

servicing rooms for use ( ) ( )
2. I understand how to identify and select or order supplies

for trolleys in sufficient numbers in accordance with
property procedures ( ) ( )
3. I know how to load trolleys safely with adequate

supplies in accordance with property procedures ( ) ( )
4. I understand how to adhere to check-in times and dress

codes at all times ( ) ( )
5. I know how to communicate inability to meet time

schedule promptly to the appropriate person ( ) ( )
6. I know how to prioritise and act promptly on requests

from Front Office for room availability and status ( ) ( )
Checklist 2 Yes No
1. Equipment required for servicing rooms are correctly

selected and prepared for use ( ) ( )
2. Supplies for trolleys are accurately identified and

selected or ordered in sufficient numbers in accordance
with property procedures ( ) ( )
3. Trolleys are safely loaded with adequate supplies in


Checklist 2 Contd Yes No
4. Check-in times and dress codes are adhered to at all

times ( ) ( )
5. Inability to meet time schedule is promptly

communicated to the appropriate person ( ) ( )
6. Requests from Front Office for room availability and

status are prioritized and promptly acted on ( ) ( )

ELEMENT 2: ACCESS ROOMS FOR SERVICING
LEARNING OUTCOMES
and attitudes necessary for accessing rooms for servicing. This element will prepare you
to:
1 Identify rooms requiring service according to information supplied to housekeeping

staff.
2 Access rooms in accordance with property customer service and security procedures.
3 Greet guests in a pleasant manner.
4 Respond to guests politely and provide them with correct information about the hotel
as requested.
5 Demonstrate respect for guests privacy.
6 Keep emergency exits clear.
7 Politely refuse requests to open door for guests who have lost their keys and refer
them to the front desk in a friendly manner.
IDENTIFYING ROOM FOR SERVICING ACCORDING TO INFORMATION

RECEIVED
Housekeeping staff is responsible for cleanliness of guest facilities and any other areas
that are assigned to them. It is important that you verify all information that you receive
and correctly identify rooms that need service. This will help you to carry out your job
efficiently.
Rooms that may require servicing include:
Bedroom
Bathroom
Dining Room
Patio
Public Areas
Rooms may be occupied or unoccupied. Once you have identified the room to be
serviced, be organized and select the appropriate materials and equipment.
Refer to: The website www.campspofford.org/info/staff/housekeeping is a

good place to find further details on some housekeeping responsibilities.

CHECKPOINT:
Why is it important to correctly identify rooms that need servicing?
ACTIVITY:
Find other websites that highlight housekeeping responsibilities and

discuss these with your facilitator and peers.
ACCESSING ROOMS IN ACCORDANCE WITH PROPERTY CUSTOMER SERVICE

AND SECURITY PROCEDURES
When accessing guest rooms, do so in accordance with property policy. You should
check for appropriate signs such as do not disturb etc. These signs must be observed
and respected.
When entering guest room, knock or press doorbell lightly. If there is no answer, repeat,
and then open door. Allow sufficient time to elapse then enter the room by opening the
door slightly. If your guest is present, be courteous and announce your presence by
asking permission. Respect the guests privacy. You may have to leave and return at a
more convenient time.
Refer to: HEART (1996). housekeeping training guide is a good place to

find guidelines on accessing rooms.
It is important the guests feel safe and secure when they stay at the hotel. Safety
precautions must be taken on entering and leaving rooms. Ensure that no one follows
you into the room. Lock doors once you have entered and again when you are leaving.

As housekeeping personnel, you must be aware of security

guideline regarding key control. Know the types of keys
used by your department and the difference between an
ordinary key and a master key. Key racks should be numbered
according to how rooms are numbered for the proper filing of keys.
Duplicate keys to guest rooms must not be left lying around. Keep
them with you or in a safe place. After use, return all keys to your
supervisor, the front desk or security personnel.
Some areas of the hotel may need to be secured at all times; know these areas well.
These areas may include storage, utility, and other out of bounds areas.
CHECKPOINT:
Why is customer service and security important to accessing rooms?
ACTIVITY:
Talk to someone who has been a guest at a hotel. Find out what
his/her impressions are of the quality of room service that was
provided. Discuss with your peers and learning facilitator.
GREETING GUESTS IN A PLEASANT MANNER AND RESPONDING POLITELY

WITH CORRECT INFORMATION ABOUT THE HOTEL
It is important that you display good human relations attitude on the job. This includes:
Building team spirit and co-operation Displaying courtesy

Showing respect for others Effective communication
Honesty Following instructions

These attitudes will help you to effectively relate to your co-workers and most
importantly to your guests. Remember, customer service is important. Always greet
your guests in a polite and pleasant manner regardless of who they maybe.
Different types of guests include:
In-house guests New arrivals

Departing guests Day guests
Refer to: HEART (1996). Housekeeping training guide is a good place to

find tips on attitudes that enhance good customer service.
CHECKPOINT:
Why should guests be greeted in a polite manner?
Know all that you need to know about the hotel. This will enable you to have relevant
and correct information about the hotel so that you can adequately respond to questions
and queries from your guests. Refer your guests to the appropriate personnel when you
are unable to provide answers to their queries.
In addition, comments from guests must be

politely acknowledged and promptly communicated
to the relevant persons. When dealing with guests
it is important that you be prompt, helpful, patient, tactful and courteous in your response.
ACTIVITY:
Talk to someone who has been a guest at a hotel. Find out his/her
impressions of how polite and helpful the hotel staff was in providing
assistance to them. What is the likely effect of this on future business
at the hotel? Discuss with your facilitator and peers.

DEMONSTRATING RESPECT FOR GUESTS PRIVACY
Observing ones privacy is an important element of dealing with guests. There will be
times when your guests may wish not to be disturbed. Respect their privacy and
reschedule your duties for a more convenient time.
Some indications that your guest may need privacy are:
Do not disturb sign on door

Locked doors
Verbal requests
Some attitudes to display when demonstrating respect for guests privacy are:
Concern
Understanding
Tact
CHECKPOINT:
How should you show respect for your guests privacy? Discuss
these with your peers and learning facilitator.
ACTIVITY:
Make a DO NOT DISTURB sign like the ones displayed in hotel

rooms.
You should practise showing respect for the privacy of your family
and friends.
KEEP EMERGENCY EXITS CLEAR
It is important that you observe safety policies and procedures established by the hotel.
When in doubt, clarification on all policies and procedures should be sought from the
relevant personnel before any action is taken.

Once you have understood the policies and procedures, adhere to them. Adhering to
established safety guidelines and procedures would prevent unfortunate consequences.
Keep all emergency exits clear of obstacles

(such as trolleys, boxes, mops and brooms) that may
get in the way if guests need to leave the hotel in
emergency situations.
Objects that may not be from your department may

also block emergency exits. Report this immediately to
the relevant persons to have the exit cleared.
CHECKPOINT:
Why is it so important to keep emergency exits clear?
ACTIVITY:
Visit or call your local hotel. Find out what the safety guidelines are
regarding emergency exits. Discuss with your facilitator and peers
POLITELY DECLINING REQUESTS TO OPEN DOORS FOR GUESTS WHO HAVE

LOST THEIR KEYS
Guests should always be dealt with in a polite and helpful manner. Guests who have lost
or misplaced their keys will sometimes ask housekeeping staff to help them gain access
to their rooms. You should maintain a pleasant demeanour while remaining safety and
security conscious. Politely decline their requests and direct them to the front office
where they can get assistance.

CHECKPOINT:
Why should you direct guests who have lost their keys to the front
office?
ACTIVITY:
When you call your local hotel, find out the guidelines regarding
guests who have lost their room keys. Discuss with your learning
facilitator and peers.
components by doing the following Self-Assessment:
Checklist 1 Yes No
1. I understand how to identify rooms requiring service

correctly from information supplied to housekeeping staff ( ) ( )
2. I know how to access rooms in accordance with property

customer service and security procedures ( ) ( )
3. I know how to greet guests in a pleasant manner ( ) ( )

Checklist 1 Contd Yes No
4. I know how to respond to guests politely and provide them

with correct information about the hotel as requested ( ) ( )
5. I know how to demonstrate respect for guests privacy ( ) ( )
6. I know how to keep emergency exits clear ( ) ( )
7. I know how to refuse requests to open doors for guests

who have lost their keys and to refer guests to the front
desk in a friendly manner ( ) ( )
Checklist 2 Yes No
1. Rooms requiring service are correctly identified from

information supplied to housekeeping staff ( ) ( )
2. Rooms are accessed in accordance with property customer

service and security procedures ( ) ( )
3. Guests are greeted in a pleasant manner ( ) ( )
4. Guests are responded to politely and provided with correct

information about the hotel as requested ( ) ( )
5. Respect for guests privacy is demonstrated ( ) ( )
6. Emergency exits are kept clear ( ) ( )
7. Requests to open doors for guests who have lost their keys
are refused and guests referred to the front desk in a
friendly manner ( ) ( )

ELEMENT 3: MAKE BEDS
LEARNING OUTCOMES
and attitudes necessary for making beds. This element will prepare you to:
1. Strip beds and check mattresses, pillows and linen for stains and damage.
2. Remove stained items in accordance with property procedures.
3. Replace bed linen in accordance with property standards and procedures.
4. Make beds consistent with the approved method.
STRIPPING BEDS AND CHECKING FOR STAINS AND DAMAGE
There are different types of beds that will be present in a hotel. These include, twin,
double, queen and king sized beds. Accessories for bed include: sheet, pillows,
pillowcases, bedspread, bed pad and blankets.
Observe safety and sanitation guidelines when stripping beds. Have your trolley ready to
receive soiled linen. Move the bed away from the wall if necessary and strip of all linen
and accessories. Carefully check linen and mattresses for stains or any signs of damage.
Remove stained and damaged items for treatment and report promptly to your supervisor.
CHEKPOINT:
Why is it important to check for stains when making beds?
Refer to: The website www.ecobedroom.com is a good place to view

bedding care instructions.
ACTIVITY:
Ask your learning facilitator to demonstrate the best method of

stripping hotel beds. You will then be required to practise doing this
exercise.

REMOVING STAINED ITEMS IN ACCORDANCE WITH PROPERTY PROCEDURES
Stained items must be removed according to property guidelines. Soiled or stained linen
must be placed in a laundry bag and into your trolley. Keep soiled linen away from clean
ones. Take stained items away in your trolley to laundry area.
CHECKPOINT:
Why should stained items be removed in accordance with property

procedures?
ACTIVITY:
Check your local library or hotel or the references below for details
on removing stained items. Make notes and discuss these with your
peers and learning facilitator
Refer to: Dunford R (1993) Clean your house safely and effectively without
harmful chemicals Magni Group Inc. Ch.3 & Ch.8
REPLACING BED LINEN IN ACCORDANCE WITH PROPERTY PROCEDURES
A good way to care for beds is to expose them to sunlight at least once a month. This
will allow moisture to be evaporated from the bed fibre and also freshen the bed from
body odours. You can also put pillows and comforters in a dryer on cold air for 10-15
minutes to help to fluff the fibres.
Bed linen must be clean, fresh and free from stains and damage. Replace bed linen
according to hotel standards. Work carefully and correctly and replace linen in sequential
order. That is, place bottom sheet, second sheet and then blanket.
CHECKPOINT:
How should bed linen be replaced?

ACTIVITY:
Find out the consequences of not replacing linen in accordance with

property standards and discuss this with your peers and learning
facilitator .
MAKING BEDS CONSISTENT WITH APPROVED METHODS
Always make beds consistent with approved methods. Bottom sheet corners must be
mitred. Top sheet and blanket must be tucked in. Bedspread must be placed on the bed
with opening away from the floor. In addition to covering pillows, bedspreads must also
be tucked under pillows and allow to hang about 1.5 cm from the ground all around.
Pillows must be placed in pillowcases with the corners filled and the open and neatly
folded. Pillows must be correctly positioned and the bed smooth and well made.
CHECKPOINT:
How should beds be made?
ACTIVITY:
Make your own bed following the approved method. When stripping
your own bed, check thoroughly for stains and damage.

ACTIVITY:
Ask learning facilitator to demonstrate the correct procedure for

making beds. Following demonstration you will be required to
practise making beds to the approved standards.
components by doing the following self-assessment:
Checklist 1 Yes No
1. I know how to strip beds and mattresses and pillows

and linen checks for stains and damage ( ) ( )
2. I know how to remove stained items in accordance with

3. I know how to replace bed linen in accordance with

property standards and procedures ( ) ( )
4. I know how to make beds according to the approved

method ( ) ( )
Checklist 2 Yes No
1. Beds are stripped and mattresses, pillows and linen are

checked for stains and damage ( ) ( )
2. Stained items are removed in accordance with property

procedures ( ) ( )
3. Bed linen is replaced in accordance with property

standards and procedures ( ) ( )
4. Beds are made consistent with the approved method ( ) ( )

ELEMENT 4: CLEAN AND ARRANGE BEDROOM FURNITURE AND

FUNISHINGS
LEARNING OUTCOMES
and attitudes necessary for cleaning and arranging bedroom furniture and furnishings.
This element will prepare you to:
1. Clean rooms in the correct order with minimum disruption to guests.

2. Clean and check all furniture, fixtures and fittings in accordance with property and
hygiene/safety guidelines.
3. Reset items in accordance with property standards.
4. Check and replace room supplies in accordance with property standards.
5. Identify pests and take appropriate action in accordance with safety and property
standards.
6. Check rooms and report all defects in accordance with property procedures.
7. Record damaged items in accordance with property procedures.
8. Report unusual or suspicious items or occurrences in accordance with property
procedures.
9. Clean and change drapes and curtains in accordance with property standards.
10. Collect and store guests items left in vacated rooms.
11. Deal with problem situations.
CLEANING ROOMS IN THE CORRECT ORDER AND WITH MINIMUM

DISRUPTION TO GUESTS
Remember, when you receive information for rooms to be cleaned from front office,
prioritize according to when the rooms are required. You should also make a schedule of
occupied rooms that also need cleaning. Follow this list of priorities when carrying out
your task. Gathering the relevant information and preparing a schedule will help you to
clean rooms in the correct order.
When cleaning rooms, it should not be an inconvenience to your guests. You may
consider cleaning occupied rooms when guests have left the room to participate in other
hotel activities.

CHECKPOINT:
What is the importance of creating a schedule of rooms to be

cleaned?
ACTIVITY:
You receive a request from the front office to prepare three (3) rooms
for guests arrival at 3:15 pm, 4:00 pm and 5:30 pm. In addition, you
have two occupied rooms to clean.
How would you prioritize the cleaning of these rooms? Discuss this
with your learning facilitator
CLEANING AND CHECKING FURNITURE, FIXTURES AND FITTINGS
Observe property, hygiene and safety guidelines when cleaning furniture and fixtures.
Work in an organized and efficient manner. Clean both hard and soft furnishings. Soft
furnishings include sofas, chairs, hassocks, stools. Hard furnishings include wood,
marble, glass, metal, wicker.
Select appropriate cleaning agents and tools.

Remove dust, dirt and stains. Follow instructions
carefully when cleaning soft furnishings. Apply deodorizer
as necessary and clip off loose threads. Vacuum to achieve a
good finish.
Hard furnishings should be dusted and polished or waxed. Remove furniture from its
position if necessary to ensure good cleaning. Clean all drawers, handles and other
fixtures such as mirrors, clocks, wall hangings, lamps and radios thoroughly.

CHECKPOINT:
What types of furniture should be cleaned?

What are some of the things you look for when cleaning
furniture?
You should check and verify that all necessary items of furniture are in the bedroom.
Check for damage or faults during the cleaning process. Look out for loose objects such
as screws or nails and any peeling, chipping and stripping of furniture, fixtures or fittings.
You may count, name and record the items present and their physical condition. In
addition, check air conditioning unit to ensure that it is in good working order and vents
are free from dust.
Observe safety precautions when checking for damage.
ACTIVITY:
Call your local hotel. Find out their hygiene/safety guidelines

regarding the cleaning of furniture and fixtures. Discuss these with
your learning facilitator and peers.
Refer to: Martin (1998) John Wiley & Sons, Inc. New York Ch.10
RESETTING ITEMS IN ACCORDANCE WITH PROPERTY STANDARDS
Being observant when cleaning furniture and fixtures will help you to replace items
temporarily removed, to their appropriate places. If drawers were removed for cleaning,
they should be properly relined and restocked. Furniture that has been moved should be
returned to its original place after cleaning.
Furniture must be reset according to hotel standards. Standards may state that you
arrange furniture to suit the dcor of the room or according to a certain style.
Exercise care and creativity when replacing items.
Be mindful of the disabled when arranging rooms

ACTIVITY:
Discuss stylistic convention with your facilitator. Find out the

stylistic convention of three (3) hotels in your area.
CHECKING AND REPLACING ROOM SUPPLIES IN ACCORDANCE WITH

PROPERTY STANDARDS
Before leaving the room, check to ensure that the relevant supplies as directed by hotel
standards are sufficient. Room supplies may include:
Stationery such as pens, pencils, notepads.

Brochures about the hotel and its facilities.
Magazines
Travel guide
Extra linen
Fresh flowers
Replenish room items as necessary.
CHECKPOINT:
Why is it necessary to have promotional items and other supplies in

the hotel room?
ACTIVITY:
Talk to someone who has been a guest at a hotel. Find out the
various items were supplied with the room.
Visit 2 hotels in your area and check the amenities placed in

guestrooms. Discuss with your facilitator the importance of having
adequate supplies of amenities in guestrooms.

IDENTIFYING PESTS AND TAKING APPROPRIATE ACTION
The presence of pests can be very unhygienic. Pests carry germs and other bacteria that
can be harmful to the health of individuals. In addition, pests can become a nuisance to
your guests. It is very important that you check rooms for any signs of pests. Pests
include:
- Roaches - Lizards
- Flies - Mice
- Mosquitoes - Ants
When cleaning, check corners and crevices for roaches, ants etc. Lizards tend to hide
behind wall hangings and in patio area. You should also look out for the larvae or
excrement of pests. These will indicate the presence of pests though you may not see
them.
Once pests have been identified, arrange for spraying to be done according to property
guidelines. When spraying, ensure that guests are out and the room is properly
ventilated. Wear protective gear such as gloves and mask. If the problem is beyond your
control, report immediately to your supervisor.
CHECKPOINT:
Why is it so important to get rid of pests?

List 4 types of pests that may be present in a hotel
ACTIVITY:
Call your local pest control company. Find out ways in which we
can avoid pest infestation. Discuss with your peers and learning
facilitator.

CHECKING ROOMS AND REPORTING AND RECORDING DEFECTS/DAMAGE
Remember to check rooms thoroughly. Observe safety and sanitation guidelines when
doing so. Check:
Furniture - record the number of pieces of furniture in the room. Examine and record
details concerning their condition.
Appliances - record the number and condition of appliances in room, balcony, patio etc.
Appliances include radios, television, fans, lamps, clocks etc.
Closets - check inside closet and closet doors and record any defects.
- Floors - Walls and Ceilings - Windows and doors

- Drapes and Curtains - Lighting - Locks
Record all damage and defects by listing the items and stating defect of each. Give a full
report to your supervisor according to property standards.
Be careful when handling and treating common hazard in the checking of rooms
CHECKPOINT:
Why is it important to record and report defects to the

relevant persons?
List 4 defects common in guest rooms.
Refer to: Kappa M; Mitschke A ; Schappert .P (1997) Managing

Housekeeping Operations Educational Institute Ch.8
ACTIVITY:
Practise checking your own room and properly recording defects.

Compare notes with your peers

REPORTING UNUSUAL OR SUSPICIOUS ITEMS AND OCCURRENCES
Any activity outside of the normal day-to-day course of business can be interpreted as
unusual or suspicious. Contribute to maintaining a safe and secure working environment
by being observant on the job. Being observant will help you to recognize suspicious
situations.
Suspicious items may come in the form of bags, parcels, packages or suitcases. These
may be left unattended or come in unusual deliveries.
Items may have unusual sounds or odours. Be careful when

handling such items and display sound judgment when
identifying items. If items are suspected according to
your judgment, remain calm but report promptly to the relevant
property authorities.
CHECKPOINT:
How do you identify suspected packages?

Why should you keep an eye out for suspected situations?
ACTIVITY:
Call or visit a local hotel. Find out if there were any unusual
occurrences.
How was it detected?
How was the situation handled?
Discuss these with your peers and learning facilitator.

ACTIVITY:
You are an employee in the rooms division department of a hotel and

you notice a suspeited package in the lobby. State how you would
address this situation. Discuss with your learning facilitator and
peers.
CLEANING AND CHANGING DRAPES AND CURTAINS
To clean drapes and curtains you may need the following:
- Vacuum cleaner - stepladder - feather duster

- Wall broom - soft brush - container for hooks and rings
- Spray - polish - cleaning equipment
Wearing dust mask and carefully using a stepladder, remove curtains, drapes and
valances along with hooks and tape. Send to linen room for cleaning. Ensure that all
dust is removed from rail and valance and that rails are wiped and lubricated. The
surrounding wall should also be cleaned. Replace with fresh clean drapes or curtains.
Drapes and curtains may be cleaned while in the hanging position. Use hand vacuum and
soft brush to remove dust.
Always select the appropriate cleaning tools and supplies according to type of fabric and
whether curtain is lined or unlined. Curtains and drapes may be washed or dry-cleaned.
Follow safety precautions and manufacturers instructions when cleaning. Keep work
area clean and free from chemicals that may damage the fabric.
CHECKPOINT:
Why is it important to clean and change drapes and curtains?

Why should you use a dust mask when cleaning drapes?

ACTIVITY:
Find out hotel property standards for cleaning and changing drapes
and curtains. Discuss this with your peers and learning facilitator.
COLLECTING AND STORING GUEST ITEMS LEFT IN VACATED ROOMS
From time to time, guests may check out of the hotel and leave their personal effects
behind. Articles that may be mislaid by guests include, jewelry, clothing, shoes, bags,
purses. Know and adhere to property procedures concerning lost articles.
Collect items, correctly label them and store in a secured area. Labels must be clearly
written and easily read. Keep a record of the items found and report to the relevant
authorities. It is important that you display honesty and a sense of responsibility by
reporting all items left behind by guests. Guest property should be returned to them in a
polite and courteous manner when a claim is made.
CHECKPOINT:
What are some common items left in vacated rooms?

Why should they be collected and stored?
ACTIVITY:
Find out the process of dealing with lost and found items at a hotel.
Discuss this with your peers and learning facilitator.

DEALING WITH PROBLEM SITUATIONS
Remember that during the course of your work, problems may arise. Be professional.
Try as far as possible to please your guests. Suggest possible alternatives or solutions
that will be of benefit to the guests. Some problem situations may be:
Guest complaints regarding hotel service - listen with interest and care. Record
complaints and assure guests that their concerns will receive immediate attention.
Guest dissatisfaction with the room - display courtesy, tact and

patience in attending to guests special needs.
Request for room change - be prompt in handling transfer.

Check alternative room and transfer guests belongings carefully.
Dealing with emergency situations - remain calm and determine the nature of the
emergency. Quickly seek professional help.
Whatever the problem may be, try to have it solved quickly and in the interest of the
parties involved. If problems are outside of your control, refer to your supervisor or other
relevant personnel.
CHECKPOINT:
How should problem situations be handled?
ACTIVITY:
Discuss with your learning facilitator the importance of dealing with

problem situations professionally.

Checklist 1 Yes No
1. I know how to clean rooms in the correct order and

within minimum disruption to guests ( ) ( )
2. I know how to clean and check all furniture, fixtures

and fittings in accordance with property procedures and
hygiene/safety guidelines ( ) ( )
3. I know how to set all items in accordance with property

standards ( ) ( )
4. I know how to check, replenish or replace room

supplies in accordance with property standards ( ) ( )
5. I know how to identify pests promptly and take

appropriate action in accordance with safety and
6. I know how to check rooms for any defect and report

all defects promptly in accordance with property
procedures ( ) ( )
7. I know how to record damaged items in accordance

8. I know how to report unusual or suspected items or

occurrences promptly in accordance with property
procedures ( ) ( )
9. I know how to change drapes and curtains or

effectively clean them in accordance with property
standards or given instructions ( ) ( )
10. I know how to collect and store guest items, which

have been left in vacated rooms in accordance with
11. I know how to deal with problem situations correctly ( ) ( )

Checklist 2 Yes No
1. Rooms are cleaned in the correct order with minimum

disruption to guests ( ) ( )
2. All furniture, fixtures and fittings are cleaned and

checked in accordance with property procedures and
hygiene/safety guidelines ( ) ( )
3. All items are reset in accordance with property

standards ( ) ( )
4. Room supplies are checked, replenished or replaced in

accordance with property standards ( ) ( )
5. Pests are promptly identified and appropriate action is

taken in accordance with safety and property
procedures ( ) ( )
6. Rooms are checked for any defect and all defects are
promptly reported in accordance with property
procedures ( ) ( )
7. Damaged items are recorded in accordance with

8. Unusual or suspected items or occurrences are

promptly reported in accordance with property
procedures ( ) ( )
9. Drapes and curtains are changed or effectively cleaned

in accordance with property standards or given
10. Guest items, which have been left in vacated rooms are
collected and stored in accordance with property
procedures ( ) ( )
11. Problem situations are correctly dealt with ( ) ( )

ELEMENT 5: PREPARE BATHROOMS
LEARNING OUTCOMES
and attitudes necessary for preparing bathrooms. This element will prepare you to:
1. Observe safety procedures when carrying out cleaning operations.

2. Clean bathroom fixtures, equipment and furnishings.
3. Ensure that fixtures and equipment are in good repair.
4. Expedite maintenance requests.
5. Replenish and display bathroom amenities and supplies according to property
standards.
6. Handle guests personal effects.
OBSERVING SAFETY PROCEDURES WHEN CARRYING OUT CLEANING

OPERATIONS
When carrying out the cleaning process, you should be able to identify different cleaning
agents and tools. Proper usage of cleaning supplies must be observed and the correct
quantities used. It is also important to properly store cleaning chemicals.
Observe safety procedures. Wear gloves to protect your hands from cleaning chemicals,
dust mask to prevent inhalation of dust and fumes and overall to protect clothing from
damage. Maintain a clean and sanitized work area. Keep floors as dry as possible to
prevent slippage. In addition, remember to follow manufacturers instructions carefully.
CHECKPOINT:
What safety precautions should be taken when carrying out cleaning

operations?

ACTIVITY:
Visit your local supermarket. Read the labels of different cleaning

agents. What are the manufacturers safety precautions.
CLEANING BATHROOM FIXTURES, EQUIPMENT AND FURNISHINGS.
When cleaning bathroom, observe safety and sanitary precautions. Wear gloves and
mask as needed. You will need supplies such as:
Detergent Disinfectant Toilet bowl cleaner

Bucket Sponge Toilet brush Mop
Clean all fixtures and fittings such as toilet, urinal, bathtub, basin, water closet, faucets,
soap container, tissue holder, trash container and cupboards.
Ensure that the room is well ventilated. Automatic flushing system must be turned off
and inside and outside of toilet bowls cleaned, removing all mineral deposits. Basins
must be thoroughly cleaned. Clean fittings including soap holder, taps, mirrors, inside
and outside of the basin including the surrounding tiles.
Tub fixtures and equipment must be cleaned to eliminate dirt and grime. Ensure that
water runs freely by removing hair and debris. Remember to clean shower heads and
aim them in the correct position.
Clean water closets and bathroom cupboards. Cupboards must be odourless and free of
dust and smear. Polish all pipes, valves and fittings. All exterior surfaces must be of
high lustre. Clear trash containers of refuse then wash and deodorize.
CHECKPOINT:
Why is it important to ensure that bathroom fixtures are promptly

cleaned and maintained?

ACTIVITY:
Make a list of all bathroom fixtures, equipment and furnishings that

should be thoroughly cleaned. Discuss with your peers why it is
important to thoroughly clean and maintain them .
ENSURING THAT FIXTURES AND EQUIPMENT ARE IN GOOD REPAIR AND

EXPEDITING MAINTENANCE REQUESTS
As you go through the cleaning exercise, examine items for faults and damage. Fixtures
should be in good working condition. Also exercise care when cleaning fragile areas to
prevent damage. Basins, toilets and glass should be firmly secured and free from cracks
and scratches. Cupboard shelves and doors must be fully functional. Faucets must also
be checked for leaks.
Report all faults and damage promptly to the relevant persons. Record your request for
repairs and the person(s) to whom the damage was reported. You should also have a time
schedule as to when repairs will be made. Follow up to ensure that your request for
repair and maintenance is expedited.
CHECKPOINT:
Why is it important to check that items are in good repair?
ACTIVITY:
Call your local hotel. Find out how quickly maintenance repairs can
be carried out. Discuss this with your peers and learning facilitator.

REPLENISHING AND DISPLAYING BATHROOM AMENITIES AND SUPPLIES

ACCORDING TO PROPERTY STANDARDS
Bathroom amenities should be replenished and displayed according to the standards of

the hotel. Know the procedure for sorting and arranging bathroom accessories and the
different areas where each item should be placed. Exercise care and accuracy when
replenishing items. Locate and select all the required amenities including, towels, soap,
shampoo, tissue, curtains, waste paper basket and glassware. Have adequate number of
items neatly displayed in bathroom.
Clean towels must be properly placed on rack

Shower curtains must be neatly arranged on rack
Glassware must be properly sanitized and displayed.
Mats must be in the appropriate place.
Waste paper basket must be lined with plastic liner.
Soap must be placed in soap dish.
Shampoo must be placed in dispenser or appropriate container.
CHECKPOINT:
List six (6) bathroom amenities that should be displayed.
ACTIVITY:
Talk to someone who was a guest at a hotel. What were the different
amenities displayed there? Discuss with your peers and learning
facilitator.

HANDLING GUESTS PERSONAL EFFECTS ACCORDING TO GIVEN

INSTRUCTIONS
Be careful and responsible when handling guests personal effects. Carry out your duties
with respect for privacy.
Do not remove guests belongings such as jewelry,

briefcases, cameras, purses, business documents, valuables
and other items left lying around. In addition, display
honesty and report lost items to the relevant persons.
CHECKPOINT:
Why is it important that you carefully handle guests personal

effects?
ACTIVITY:
Discuss the implications of removing guests personal effects with

your peers and learning facilitator.

Checklist 1 Yes No
1. I know how to observe all relevant safety procedures

when carrying out cleaning operations ( ) ( )
2. I know how to make bathroom fixtures, equipment and

furnishings, free of stains, spots, debris and smudges ( ) ( )
3. I know how to repair fixtures and equipment ( ) ( )
4. I know how to expedite maintenance requests ( ) ( )
5. I know how replenish and display bathroom amenities

and supplies according to property standards ( ) ( )
6. I know how to handle guests personal effects

according to given instructions ( ) ( )
Checklist 2 Yes No
1. All relevant safety procedures are observed in carrying

out cleaning operations ( ) ( )
2. Bathroom fixtures, equipment and furnishings are

clean, free of stains, spots, debris and smudges ( ) ( )
3. Fixtures and equipment are in good repair ( ) ( )
4. Maintenance requests are expedited ( ) ( )
5. Bathroom amenities and supplies are replenished and

displayed according to property standards ( ) ( )
6. Guests personal effects are handled according to given


ELEMENT 6: CLEAN AND STORE TROLLEYS AND EQUIPMENT
LEARNING OUTCOMES
and attitudes necessary for cleaning and storing trolleys and equipment. This element
will prepare you to:
1. Clean trolleys and equipment after use in accordance with safety and property
procedures.
2. Store items in accordance with property procedures.
3. Check and re-order supplies in accordance with property procedures.
CLEANING TROLLEYS AND EQUIPMENT AFTER USE IN ACCORDANCE WITH

SAFETY AND PROPERTY PROCEDURES
After servicing rooms, you should remove items and then clean your trolley and other
equipment used for cleaning. This will ensure that equipment remains in good working
condition. Dust and clean up spills and stains on your trolley. Ensure that all
compartments are cleaned. Equipment such as vacuum cleaners should be dismantled
and the components properly cleaned. Polishers should be clean and free from dust, wax
and other residue. Remember to wash mops and dusting cloths. Clean all other
equipment such as washing machine, dryer, linen carts etc. Take safety precautions and
observe manufacturers guidelines when cleaning trolley and other equipment.
CHECKPOINT:
What is the importance of cleaning trolleys and other equipment used

for cleaning?
ACTIVITY:
Talk to someone who works in the housekeeping of a hotel. Find out

how much time and resources are spent on cleaning trolleys and
equipment. Discuss with your learning facilitator and peers.

STORING ITEMS CORRECTLY AND IN ACCORDANCE WITH PROPERTY

PROCEDURES
Store trolley and equipment according to property guidelines. This may require you to
use a storage closet for the items. Storage area may have different sections. One area for
the storage of equipment such as vacuums, polishers, etc., another for mops, brooms,
buckets, and shelves for storing cleaning chemicals. Ensure that you store items in their
correct places.
Do not store wet items in closets; allow them to dry first.
CHECKPOINT:
How should cleaning items be stored?
ACTIVITY:
Find out different storage methods for cleaning equipment.
CHECKING AND RE-ORDERING SUPPLIES IN ACCORDANCE WITH PROPERTY

PROCEDURES
Display a sense of responsibility and keep an inventory of your cleaning supplies. This
will help you to track the quantity of supplies that you need to order. Also, when items
are stored in groups and properly displayed on the shelf, depleting stock is easily visible.
Check your stock periodically and in accordance with hotel procedures to ensure that you
have sufficient supplies for servicing. Re-order supplies as necessary.
CHECKPOINT:
What are some good ways to keep track of supplies for re-ordering?

ACTIVITY:
Visit the website www.2janitorialsupplies.com and view some

popular cleaning supplies and equipment.
Checklist 1 Yes No
1. I know how to clean trolleys and equipment after use in

2. I know how to store all items correctly in accordance

3. I know how to check supplies and replenish or re-order

items in accordance with property procedures ( ) ( )
Checklist 2 Yes No
1. Trolleys and equipment are cleaned after use in

2. All items are correctly stored in accordance with

3. Supplies are checked and items replenished or re-

ordered in accordance with property procedures ( ) ( )

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LG THHHOK0921A PREPARE GUEST ROOMS

HEART TRUST/NATIONAL TRAINING AGENCY

Learning Management Services Department

Version 1 LRDU JAN.04

Element 1: Prepare for room service .................................................................................. 9

Self-Assessment Checklist ........................................................................................... 15

Element 2: Access rooms for servicing ............................................................................... 17

Self-Assessment Checklist ........................................................................................... 23

Element 3: Make beds ........................................................................................................... 25

Self-Assessment Checklist ........................................................................................... 28

Element 4: Clean and arrange bedroom furniture and furnishings.............................. 29

Self-Assessment Checklist ........................................................................................... 39

Version 1 LRDU JAN.04

Element 5: Prepare bathrooms ............................................................................................ 41

Self-Assessment Checklist ........................................................................................... 46

Element 6: Clean and store trolleys and equipment......................................................... 47

Self-Assessment Checklist ........................................................................................... 49

Version 1 LRDU JAN.04

This Competency Unit

Element 1: Prepare for room service

Element 2: Access rooms for servicing

Element 3: Make beds

Element 4: Clean and arrange bedroom furniture and furnishings

Element 5: Prepare bathrooms

Element 6: Clean and store trolleys and equipment

Version 1 LRDU JAN.04 1

Before you start

Before you start this Learners Guide, you need to:

c. Ensure that your learning resources are available.

e. Plan your learning programme (see below)

f. Understand how to use this Learners Guide (see below)

Planning your learning programme

Version 1 LRDU JAN.04 2

Element 1 Prepare for room service Yes No

1. I can select and prepare equipment required for servicing

2. I can identify and select or order supplies for trolleys in

3. I can load trolleys safely with adequate supplies in

4. I can adhere to check-in times and dress codes at all times ( ) ( )

5. I can communicate inability to meet time schedule

6. I can prioritize and promptly act on requests from Front

Element 2 Access rooms for servicing Yes No

1. I can correctly identify rooms requiring service from

2. I can access rooms in accordance with property customer

3. I can greet guests in a pleasant manner ( ) ( )

Version 1 LRDU JAN.04 3

Element 2 Contd Yes No

4. I can respond to guests politely and provide them with

5. I can demonstrate respect for guests privacy ( ) ( )

6. I can keep emergency exits clear ( ) ( )

Element 3 Make beds Yes No

2. I can remove stained items in accordance with property

3. I can replace bed linen in accordance with property

4. I can make beds consistent with the approved method ( ) ( )

Element 4 Clean and arrange bedroom furniture and

1. I can clean rooms in the correct order and with minimum

2. I can clean and check all furniture, fixtures and fittings in

3. I can set all times in accordance with property standards ( ) ( )

4. I can check, replenish and replace room supplies in

Version 1 LRDU JAN.04 4

Element 4 Contd Yes No

5. I can identify pests promptly and take appropriate action in

7. I can record damaged items in accordance with property

8. I can report unusual or suspected items or occurrences