Guestroom Maintenance

The Guest Room

The Guest Room

A hotel offers different types of guest rooms for sale, which may have different sizes, decor, views, facilities and services

Guest Room Classification

A hotel guests room preferences are defined by his/her choice of: 1. Room Type 2. Room Configuration 3. Room Designation

Room Type
Room types are based on the intended number of occupants.
1. Single Occupancy 2. Double Occupancy 3. Triple Occupancy 4. Quad Occupancy

Room Configuration
Room configurations characterize the physical makeup of the guest room.
1. Standard configuration 2. Enhanced configuration 3. Suite configuration 4. Disabled access configuration

Room Designation
The room designation identifies whether it is:
1. A smoking or nonsmoking room. 2. View of the guest room: Park view or Bay View

Layout of a Standard Room

Layout of a Suite Room

Guest Room Status Reconciliation

Room Status Categories

Room status categories are grouped by the ff: state of occupancy state of cleanliness state of exception.

State of Occupancy
1. Occupied (OC) Applies to a room that has been assigned to a guest and the guest has checked in. 2. Vacant (VA) The guest has checked out of the room.

State of Cleanliness
1. Dirty (DI) - room has not been cleaned yet by housekeeping. 2. Clean (CL) - room has been cleaned and ready for sale.

State of Exception
1. Out-of-Order (OO) - room was removed from inventory for a specific reason (e.g. repairs or renovation) 2. Out-of-Service (OS) - room was removed from inventory for a specific reason (e.g. no remote control for tv or no hair dryer)

Guestroom Amenities and Supplies

Guestroom Amenities
ROOM

1. Bed Linen 2. Mini-fridge 3. Safety Deposit Locker 4. Shoe shine 5. Room Service 6. Television 7. Channel Music 8. Security 9. Fire Safety

10. Pot Pourrie 11. Coffee maker 12. Clothes Iron BATHROOM 1. Hair Dryer 2. Hot and Cold water 3. Bathroom Linen 4. Soaps 5. Vanity Sets 6. Shoe mitts 7. Sanitary Disposals

Guestroom Supplies (Bedroom)

Stationery with pen Sewing kit Bible Telephone directory Service directory Ashtrays Bedside Telephone Notepad with pen Clothes hangers Candles & match box Laundry bags Do not Disturb Card Breakfast Card Laundry Forms and bags Guest comment forms Room service menu and tent cards Make up room Sign Slippers Umbrella Shoe horn Ash tray Iron/Iron board

Guestroom Supplies (Bathroom)

Water tumblers Shoe mitts Soaps/Soap dish Toilet rolls Toilet Tissues Blade dispenser Shower cap Vanity kit Disposal bags Tooth brush
Toothpaste Razor/Shaver Cotton buds Shampoo/conditioner/ lotion Hair dryer Sanitary bag Facial Tissue Tissue Roll

Guest Loan Items

Hand Iron Hair Dryer Ironing board Cribs Sewing kits Roll away beds Voltage adaptor Hot water bottles Extra pillows Orthopedic mattress Vanity sets

Hazards Associated with Loaning Items

1. Theft 2. Damage 3. Misplaced 4. Misuse

The Mini Bar

Mini Bar
A mini-bar is a convenience feature which can be found in hotels around the world. It consists of a stocked refrigerator with items such as drinks and snacks. If guests want to take advantage of the minibar, they open it and remove whatever they want to use. The hotel, in turn, charges for these items at a higher price upon checkout of guest.

Mini Bar
To track mini-bar consumption, the mini bar attendant manually counts the contents of the mini-bar, which can be done when restocking. Other hotels use radio or infrared tagging, which can immediately send a message to the front desk when a product is removed.

Procedures in Managing the Mini Bar

1. A guest room must be equipped with a mini bar and the mini bar must be stocked with snacks and beverage items before check-in of guest. 2. Mini bar consumption must be monitored and checked on a day to day basis, usually in the morning before check-out time. 3. Replenishment must be done once a consumption has been monitored and recorded by the mini bar attendant. 4. Once inventory level for mini bar items is low, the mini bar attendant must do a requisition of low inventory items to the Central Storeroom by filling out the mini bar requisition form. 5. When requested stocks are being issued, the receiving mini bar runner/attendant must counter check quantity and condition of issued items. 6. Spoilage, losses and breakages must be properly documented using their appropriate form (Mini Bar Spoilage Report, Mini Bar Losses and Damages Report).

Guestroom Cleaning Procedures

When are rooms made up or serviced?

1. DAILY, unless the guests refuses a room make up as when a DO NOT DISTURB sign is hanged on the door knob of the guest room. 2. Whenever a room is vacated through checkouts. 3. Whenever there is a make-up request. The guest usually hangs in the doorknob the sign PLEASE MAKE-UP THE ROOM

Make Up of Check Out Rooms

Materials needed: Housekeepers cart, equipped with amenities and supplies. Steps 1. Check for the items left by guests. 2. Pull the curtains or blinds. 3. Adjust aircon to desired temperature. 4. Remove soiled dishes used during room service.

Make Up of Check Out Rooms

5. Empty all ashtrays and waste basket. 6. Wash and wipe dry drinking glasses. 7. Clean thermo jug then refill with cold water. 8. Strip the bed of its soiled linen and pillow cases and replace them 9. Make up bed 10. Vacuum or shampoo the carpet and upholstered furniture.

Make Up of Check Out Rooms

11.Dust all furniture 12. Polish mirror and other metaled fixtures. 13.Replenish all guestroom supplies. 14.Make up the bathroom. 15.Fix the curtains. 16.Check the overall condition of the room, including installed fixtures and appliances. 17.Close the door.

Make Up the Bed

1. 2. 3. 4. 5. Lay down the bed pad on the bed. Lay down the first bed sheet. Lay down the second bed sheet. Lay down the blanket. Lay down the bed cover.

Make Up the Bathroom

1. Remove all the soiled towels and hand towels. 2. Start cleaning the tiles, shower, down to the bath tub. 3. Clean and sanitize the toilet bowl.* 4. Scrub the faucet , lavatory sink, stopper, floor tiles and shower curtains. 5. Clean the bathroom wall.** 6. Clean the mirror. 7. Wash the drinking glasses (if this is installed in the bathroom).

Make Up the Bathroom

8. Clean the shelves and cabinet. 9. Polish all chrome fixtures. 10. Clean the lavatory stopper then rinse it with water. 11. Rinse lavatory sink. 12. Dry and polish the faucet and lavatory sink. 13. Install the faucet knobs.

*Cleaning the Toilet Bowl

1. Flush the toilet bowl. 2. Pour the toilet bowl cleaner. 3. Leave toilet bowl cleaner to soak (at least for 2 minutes). 4. Clean the toilet bowl. 5. Flush it again. 6. Clean the toilet seat and cover. 7. Clean the outside part of the bowl. 8. Dry and polish the bowl. 9. close the toilet bowl cover.

**Cleaning of Bathroom Walls

1. Wet the surface. 2. Apply all-purpose cleaner. 3. Rinse the surface. 4. Dry and polish the surface.

Other Guestroom Maintenance Procedures

Turn Down or Night Service

1. Roll the room boys cart complete with supplies towards the guest room. 2. Active the door bell or knock gently. 3. Hang the make-up sign. 4. Turn-down the bed. 5. Draw the heavy curtains back. 6. Refill the jug. 7. Remove room service tray if there is any. 8. Replenish the towels.

Turn Down or Night Service

9. Check the garbage can. 10. Empty and wash ashtrays. 11. Wash used drinking glasses. 12. Check the bathroom. 13. Turn off the lights but leave one lamp on.

Inspecting a Vacant Check-Out Room

Have pen and paper ready. Activate the doorbell or knock gently. Proceed with the chain lock. Do the inspection clockwise or counterclockwise. Check the shoehorn inside the closet. (If available). Proceed to the luggage rack.

Inspecting a Vacant Check-Out Room

Check the condition of the TV set. Check the writing table for cleanliness. Check the laundry paraphernalia. Check the coffee table. Check the NTL (if any), telephone, radio and alarm clock. Check the beds. Check the air-con.

Inspecting a Vacant Check-Out Room

Check the bathroom. Release or declare the room vacant, ready for sale. Make a room status report.

Handling Lost and Found Items

Operating Procedures 1. Any service personnel who finds any item left behind by guests in guestrooms and conference rooms shall bring the said item to the housekeeping office for safe keeping. 2. The office staff shall fill up the L and F receipt slip. 3. Wrap the item and attached the original receipt 4. Lost and found items shall be kept in the designated housekeeping vault.

Lost and Found Receipt Slip

End of Lesson