Prepare
rooms
for
guests
Slide 1
Key responsibilities of Room Attendants
• Clean rooms
• Make up beds
• Replenish room supplies
• Check furniture, fixtures
and fittings
• Set up and clean trolley.
2
Health and safety in housekeeping work
Housekeeping injuries
What common injuries can room attendants get?
• Strained muscles and joints
• Back injuries
• Neck, shoulder, arm and wrist injuries.
3
What movements can cause those injuries?
• lift and carry heavy things
• push and pull things
• work high (above shoulder height, stretch)
• reach awkward places (stretch, twist)
• work low (squat, bend, kneel)
• make repetitive arm, wrist and hand movements (do the same
action many times)
• carry out the task for long periods of time
• work in a slippery, uneven or restricted work space?
4
Safe work practices and procedures
Safe work practices are the way we try to prevent injuries
caused by work.
• how to use the personal protective equipment (PPE)
• correct manual handling techniques
• handling chemicals safely
• how to identify and report hazards
5
Set up and clean the trolley
Room attendants need equipment and materials to clean
rooms and make up beds.
They carry everything they need on their trolleys. Then they
wheel the trolley to the cabins or rooms to do the bed
making and cleaning
www.youtube.com/watch?v=MhdVEqt4RZM
6
Look at the 3 photos of trolleys. What items are on them?
7
Trolley safety
8
Accessing rooms
Now that you are
ready to start cleaning
the cabins or rooms.
Check your
housekeeping
worksheets to see what
tasks need to be done
in each room.
9
Type of room
10
Accessing rooms
Most accommodation
businesses have a standard
operating procedure (SOP) for
accessing (entering) guest
rooms.
You should always follow this
procedure.
11
Standard Operating Procedure for accessing
rooms
12
Standard Operating Procedure for accessing
rooms
https://www.youtube.com/watch?v=ZOWL2uRgjRM
13
Key control
14
Key control
15
Make beds
Slide 16
Make beds
Performance Criteria for this Element are:
• Strip and re-make bed with fresh bed linen
• Re-make bed using existing bed linen.
Slide 17
Strip and make a bed
• Once you have successfully
entered the room, it is now
time to start cleaning the room
• One of the first tasks is
normally to make the beds
• Beds will need to be stripped in
all departing rooms and at
nominated intervals for staying
guests.
Slide 18
Strip and make a bed
When should the bed be stripped?
Options include:
• Daily – in high-priced rooms, prestige
establishments: full change
• Every second or third day – full change
• Change when the condition of the
linen requires it – such as situations
where linen is dirty or damaged.
Slide 19
Strip and make a bed
Steps to strip a bed:
1. Remove
bedspread or duvet. – inspect
and air, or replace as required. All
bedspreads etc. are washed or drycleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace
as required. All blankets are washed or dry-cleaned periodically
3. Remove pillowcases – place into soiled linen bag. Inspect pillow
and pillow protectors to determine if they require attention or
replacement
Slide 20
Strip and make a bed
Steps to strip a bed:
4. Remove sheets - place into
soiled linen bag
5. Check mattress protector
– spot clean as necessary or
replace if required due to
staining or damage
6. Inspect electric blanket – safety check
and for signs of staining. Replace as per
house protocols
Slide 21
Strip and make a bed
Damaged or soiled bed
items
When damaged items are
found they must be replaced or
forwarded for repair or disposal.
• Beverage – tea, soft
drinks, alcohol
• Shoe polish
Types of stains:
• Food
• Urine and faeces
• Mud, dirt, grease and
oil.
• Blood
Slide 22
Strip and make a bed
Remaking bed with fresh linen
• Making the bed ‘properly’ is an extremely important part of
servicing any room because the bed is often the focal point of
the room and one of the first things in the room that the
guest looks at
• The final appearance of the made bed must therefore make
the right impression – neat, tidy, balanced, crisp, clean,
attractive and inviting.
Slide 23
Strip and make a bed
Bed making styles
The standard style to make a bed involves:
• Mattress protector
• Bottom sheet
• Top sheet
• Blanket
• Bedspread
• Pillows
• Pillowcases.
Other styles include ‘American’ and ‘Norwegian’.
Slide 24
Strip and make a bed
Bed making steps
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet
5. Smooth out creases
6. With seams up, position top sheet
(Continued)
Slide 25
Strip and make a bed
Bed making steps
7.Position blanket – seams up
8.Turn head of top sheet over blanket
9.Smooth out creases
10. Tuck in top sheet and blanket
on sides
11. Mitre all corners, top sheet and
blanket together
12. Smooth out creases
(Continued)
Slide 26
Strip and make a bed
Bed making steps
13. Position bedspread so it is
Straight and all corners are even.
14. Fold back bedspread at bedhead
end.
15. Place pillowcases on fluffed up pillows.
16. Position pillows on the bed as required.
17. Fold bedspread over pillow and
neatly tuck in.
Slide 27
Strip and make a bed
What do you do differently when making a bed using
existing linen instead of fresh linen?
Remember guest preferences:
• If they have removed the blanket or duvet, you may wish to
place this in the cupboard or folded back at the end of the bed
• If they have more pillows, make the bed and position the
pillows accordingly
• If items such as books, magazines, glasses, clothes or other
personal items were found on the bed, place them back on the
bed in a similar position and in a neat state.
Slide 28
Videos
Maid's Trolley plus
www.youtube.com/watch?v=MhdVEqt4RZM
Accessing the room
https://www.youtube.com/watch?v=ZOWL2uRgjRM
Bed Stripping Off
https://www.youtube.com/watch?v=jywd5NC3hF4
Traditional Bed Make up plus
https://www.youtube.com/watch?v=FmOXPGhNGTw
Duvet Bed Make up plus
https://www.youtube.com/watch?v=Qy_NObHCQF4
29
Cleaning rooms
Guests staying in
hotels expect a clean
and tidy room. Look
at these remarks from
guests who were
unhappy about the
state of the rooms
they stayed in.
30
Cleaning different types of rooms
Rooms need different levels of cleaning, depending on what is
happening with them.
31
Cleaning different types of rooms
32
Cleaning procedures
All hotels have their own cleaning procedures so that everyone does
things in the same way, and to the same standard.
33
Cleaning procedures
34
Cleaning procedures
35
Cleaning procedures
36
Cleaning rooms
37
Cleaning rooms
38
Cleaning rooms
39
Cleaning rooms
40
Cleaning rooms
41
Clean bathrooms
42
Clean bathrooms
43
Clean bathrooms
44
Clean bathrooms
45
Clean bathrooms
46
Clean bathrooms
47
Clean bathrooms
Bathroom Cleaning (more)
https://www.youtube.com/watch?v=mfQqdPrVhz0
48
Pests and other problems
This section deals with some of the
less common situations you may
come across in housekeeping. They
include:
• pests
• unusual or suspicious items or
activity
• lost property.
49
Pests and other problems
Pests include:
• Flies
• Possums
• Cockroaches
• bed bugs
•
•
•
•
•
•
Silverfish
Moths
Fleas
Ants
mice or rats
wildlife e.g. lizards, snakes
50
Pests and other problems
Pests can cause discomfort and also spread diseases. Guests will be
very upset if they find pests in their rooms. They may leave, or ask
to be moved to another room. They might also complain to
government public health departments and the media, which is
very bad for the hotel’s reputation.
It is the responsibility of the hotel to keep the place clean and
healthy.
51
Here is the procedure for pest control
52
Unusual or suspicious items or activities
Room attendants
have access to rooms
where many different
people stay.
Sometimes you may
come across
something that seems
unusual or suspicious –
not quite normal.
53
Lost property
Guests often leave things behind in
rooms. Some of the things guests have
left behind include:
•
•
•
•
•
sunglasses, reading glasses
mobile phones and chargers
books and magazines
shampoo and conditioner
medicine
• Alcohol
• Food
• valuables (cameras, money,
watches, jewelry, wallets, keys)
• clothing (underwear, pyjamas,
jackets, shoes, hats).
54
Lost property
55