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North Carolina State University
Setting up a Successful Residence Hall Cleaning Program
By: Tammy Parker, Linda Schlabach, Gail Hinton & Carlos Gutierrez
NCAAPA March 2016
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Agenda:
1. Creation of Service Agreement
2. Buildings and Floor Plans
3. Work Schedules
4. Google Doc Communication
5. Quality Assurance Program
6. Specialized Services
a. Deep Cleaning
b. Guest Room Cleaning
c. Conference Services
d. Summer Cleaning
e. Floor Care
f. Window Cleaning
7. Pre/Post Summer Meetings
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Creation of Service Agreement with University Housing
• Provide housekeeping services for Residence Halls 7 days a week that will serve as a
working document for all basic services provided by University Housekeeping
• To create a service agreement that will strive to provide continuous improvements to the
level of cleaning, soil prevention, employee success, and customer satisfaction in your
facility
• Highlights responsibilities of both University Housekeeping and University Housing
• Identifies area where University Housekeeping and University Housing can work together
to resolve any issues that may arise
• This agreement addresses
• Routine services, special services and other services provided during the fall and
spring semesters
• Cleaning of hotel and apartment style services at Avent Ferry Complex, Wolf
Village, Western Manor, E.S. King Village,
• Detailed summer cleaning, summer conferences & summer school
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Buildings and Floor Plans
➢ West Campus
○ Consists of three Residence Halls
○ Total number of students 2223
○ Mixed Occupancy
○ Total Cleanable Square Footage 421,009
○ Total housekeepers = 15
➢ East Campus
○ Consists of 17 Residence Halls
○ Total number of students 2218
○ Mixed occupancy
○ Total Cleanable Square Footage 509,967
○ Total housekeepers = 19
➢ Wolf Ridge - Centennial
○ Consists of 6 Residence Halls - Apartment style
○ Total number of students
○ Mixed Occupancy
○ Total Cleanable Square Footage - 351,033
○ Total housekeepers = 6
➢ Western Manor
○ Consists of 17 apartment style buildings
○ Public/university occupied
○ Cleaned upon occupant move in/move out
○ Total Cleanable Square Footage - 69,820
➢ Central Campus
○ Consists of three Residence Halls
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Total number of students 2,130
○ Mixed Occupancy
○ Total Cleanable Square Footage = 326,017
○ Total housekeepers = 14
➢ Wolf Village
○ Consists of 8 Residence Halls
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Total number of students
○ Mixed occupancy
○ Total Cleanable Square Footage 282,607
○ Total housekeepers = 8
➢ ES King Village
○ Consists of 17 apartment style buildings
○ Public/university occupied
○ Cleaned upon occupant move in/move out
○ Total Cleanable Square Footage - 223,486
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Wolf Village Campus
Built: 2004 - 2005
East Campus
Built: 1968
West Campus
Built: 1958
Pictures of Buildings from Each Campus
Avent Ferry Complex
– East Campus
Built: 1973
North Residence Hall – East
Campus
Built: 1974
Wood Residence Hall
East Campus Built:
1983
North Hall – East Campus
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Lee/Sullivan/Tri-Tower Halls
West Campus
Avent Ferry/Wood Hall Residences Halls
East Campus
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Examples of 3D Floorplans
Wolf Village & Wolf Ridge
Apartment Buildings
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WORK SCHEDULES
● Clearly outline daily cleaning for
individual housekeepers
● Provide information for Routine and
Detail Cleaning
● Identify project work
● Number individual spaces to be
cleaned for easy identification
● Matches tasks performed with the
information in the Service Agreement
Matrix
● Identifies productivity with time,
indicating time allowed for each task.
Information verified by Time Studies
and APPA Level 1 & 2 standards
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Google Documentation Communication
➢ These documents are designed to help us communicate better across all levels within University
Housing and University Housekeeping – RD’s, RA’s, SCA’s, RFM’s, Housekeeping Zone
Manager, Housing Senior leadership and Housing Facilities Maintenance Director
➢ It has fostered better communication between our two divisions and reduced confusion and/or
unnecessary work from both sides. Still room for improvement, but much better than even a few
years ago
➢ Assists with tracking the following processes
○ check-in/check-out’s during summer cleaning (summer school)
○ summer conferences
○ floor care contractor work
○ mid-term graduation,
○ transitional students used during summer months
○ room cleaning during academic year in apartment style buildings
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Quality Assurance Program
The Quality Assurance Program is critical to University Housekeeping accomplishing its goal. This is
a program that solicits and takes into consideration all team members input. Everyone’s
contribution is important and worthwhile to University Housekeeping.
Why do we need a quality assurance program?
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To identify employees strengths and development needs
To encourage and reward improvement
To accurately and consistently assess our employees performance
To utilize documented employee current status throughout the
year for consideration in the Performance Management System
♦ To have a standardized method of review
♦ To assure employees success
♦ To improve the level of cleaning (appearance, disinfection, air
quality), soil prevention, employee success and customer
satisfaction
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Specialized Services
A. Deep Cleaning Process
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The purpose of Deep Cleaning is to:
∙ Clean common areas and restrooms inside student apartments during the winter
months when areas are still occupied. This service is only provided in the apartment
style buildings, not suite style or guest room buildings.
∙ Coordinated by Housing and University Housekeeping
∙ Helps to keep areas clean that Housekeeping traditionally does not have access to
during the academic year
∙ Incorporates the Housing Maintenance staff , allowing them to make minor repairs
to units during this period
Deep Cleaning Process
Student Responsibilities:
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Empty the common areas of as much stuff as they
reasonably can,
Securing all valuables inside their apartment room.
completely empty their bathroom of all personal items
Empty all cupboards in the kitchen that they desire to
be clean
Empty stove, keeping the existing racks and trays
Move items away from the windows
Cooperation Needed:
• The resident must demonstrate a good faith effort to
remove all personal items and Housekeeping
communicates any concerns in this area with RD’s and
Associate/Assistant Directors of the Hall
Housekeeping Cleans:
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Clean the sink and fixtures if no dishes are present.
Clean stove completely
Clean all cupboards in the kitchen
Clean floor tile in kitchen area.
Clean counter-tops free of personal items.
Vacuum carpet area in common area and hallways
Wipe down washer and dryer unit
Dust university furniture
Clean underneath the pillows of the sofa. Clean the
upholstery of the chairs.
Windows, blinds and window ledges.
Dust overhead vents
Detail clean showers, fixtures, mirror and sink area in
restroom.
Mop floor in restroom.
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Pictures of Room and Apartment Cleaning
BEFORE
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Pictures of Room and Apartment Cleaning
AFTER
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Guest Room Cleaning
Housekeeper will use the following equipment:
• Back-pack vacuum and/or upright vacuum
• Kaivac Restroom Cleaning Machine
• Micro-fiber mop system
• Housekeeping cart with standard and specialty cleaning supplies,
chemicals and PPE (personal protective equipment)
Housekeeper checks room assignment log for vacant rooms and
gathers necessary replacement linen for beds and bathrooms
Once rooms are cleaned they are checked off on sheet and turned
into the manager for verification and inspection
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➢ How is this coordinated / communicated?
○ Created Google Doc in partnership with Housing to capture content
related to room vacancy/occupancy through the summer and the
rest of the academic year.
○ This document is designed to help us communicate better across all
levels within Housing and University Housekeeping – RD’s, RA’s,
SCA’s, RFM’s, Housekeeping Zone Manager, Housing Senior
leadership
○ It has fostered better communication between our two divisions
and reduced confusion and/or unnecessary work from both sides.
Still room for improvement, but much better than even a few years
ago
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Conference Services
● NCSU hosts a number of conferences each summer
● Special Olympics of NC and New Student Orientation are
two of the largest conferences held at NCSU
● Continuous cleaning of student rooms 1 - 2 day turn around
time
● Average of 10,000 attendees per summer between May and
July.
● Wolf Ridge Apartments have year-round conference groups
in several of their buildings
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Summer Cleaning
1.
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3.
4.
Prepare rooms for the return of the students for fall semester
After all the conferences
After the renovation of buildings
Detailed cleaning of all spaces within each building, including common
and student use areas
5. Exterior cleaning of buildings, including
a. Pressure washing breezeways and stairwells, dumpster pads and
main entrance concrete
b. Cleaning of glass on breezeway apartments
c. Removal of exterior cobwebs on covered walkways, sitting areas
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Floor Care
● Schedule contractors to strip/refinish floors and deep clean carpets
● Approximately 770,000 square feet of hard surface and 352,000 square feet of
carpet
● Use of Google Doc that shows
○ progress of the floors and provides means of accountability for vendor
performance. Also ties in with invoicing for work performed
○ Maintenance items that need repairing
○ Show time frame building to be completed by
● Floor Care Protocol sets forth basic instructions that mirror the RFP and serves as
a reminder to the contractor prior to the start of any type of floor work that is to
be performed in each building
● Pre/Post meetings with contractors to outline plan for summer floor work and
overall performance expectations per the stipulations in the RFP.
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Contracted Window Cleaning
● To enhance the appearance of Residence Halls, we schedule window
cleaning annually and cycle all buildings to be completed in a 3 year cycle
● Contractors handle all hi-rise buildings and everything above 4 floors for
safety/liability reasons
● Running document that tracks when and how much of a building is
cleaned each summer
● Forecasts costs involved and helps University Housing budget accordingly
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EQUIPMENT THAT UTILIZES SUSTAINABLE/GREEN TECHNOLOGY
CRI Certified Vacuums/Backpacks
Orbio Aqueous Water Systems
Mondo-Vapor Steam Cleaner
Micro-Fiber Cleaning Systems
Equipment using less or no chemicals
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Pre/Post Summer Meetings
University Housing and University Housekeeping
Keeping the Lines of Communication Open
• How to improve things going forward
• What worked and what did not work with scheduling of various
activities
• Floor Progress – what was not completed and how to accomplish
this moving forward
• Window Washing Updates
• Campus Updates by Zones for Housekeeping items
• Summer Conference Updates
• Move In/out concerns
• Housing observations
• Housekeeping observations
• Renovation Updates from Associate Directors of individual Housing
campuses.
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