Guestroom Attendant/Inspector

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OHIO FCCLA LODGING EVENT
Guestroom Attendant/Inspector
Description of Event
Participants will follow lodging industry standards to efficiently clean and inspect a guestroom. In this
event, the participants will demonstrate triple sheeting and bed making procedures, techniques for
vacuuming a guestroom, safe use of cleaning supplies, and lodging sanitation. The participants will also
inspect a hotel guestroom.
This skill event supports and integrates the following Hospitality and Tourism/Lodging and Travel
Services Career Field Standards.
OHIO DEPARTMENT OF EDUCATION CAREER FIELD STANDARDS
Hospitality and Tourism Core Body of Knowledge
2.3
2.4
14.1
14.3
Apply active listening skills.
Use verbal skills.
Acquire self-development skills.
Implement time management skills.
Lodging & Travel Services Pathway
37.1
37.2
37.4
38.3
Describe the role of housekeeping operations in lodging.
Maintain safety and security standards in housekeeping.
Monitor the use of standards for effective housekeeping operations.
Clean guestroom to industry standards.
Resources
American Hotel & Lodging Association Educational Institute. Managing Housekeeping Operations, 2nd
ed., 1997
American Hotel & Lodging Association Educational Institute. Skills, Tasks, and Results Training
(START), 2003.
Ohio Department of Education (2007). Hotel and Resorts Content Standards www.ode.state.oh.us
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Guestroom Attendant/Inspector
Eligibility
1. Participants are an affiliated member of the state and national FCCLA organizations.
2. Participants are enrolled in a Lodging Pathway program under the Hospitality and Tourism.
3. An entry will consist of 1 participant.
Purposes
1.
2.
3.
4.
5.
6.
To exhibit appropriate grooming, attire, and hygiene acceptable for a guestroom attendant.
To demonstrate stripping bed linen and remaking the guest bed to meet industry standards.
To properly inspect a guestroom to ensure customer satisfaction and quality control.
To demonstrate safety and sanitation procedures, good body mechanics, and efficient work habits.
To demonstrate proper use of a vacuum cleaner
To demonstrate skills and knowledge in the housekeeping department.
Competitors Procedures
1. On the day of the event, register and find the assigned competition rooms.
2. Report to competition rooms 30 minutes before the scheduled competition time.
3. In the “skill demonstration guestroom,” each participant will introduce himself/herself, use supplies from the
“provided by participant” list to complete the linen stripping , bed making (bed must be triple sheeted using 2
flat and 1 fitted), vacuuming, dusting, and sanitizing portions of the event, and answer 5 questions from the
prepared list.
4. In the “inspection guestroom” the participant will inspect a guestroom for obvious cleaning and maintenance
issues.
5. Judges will evaluate professional appearance, quality skill demonstration, thorough room inspection, time
allotment, and public speaking.
Timing
Skill Demonstration Guestroom
Introduction
2 minutes
Skill Demonstration
Stripping and re-making a bed
Vacuuming
Dusting
Sanitizing a telephone
20 minutes - use timer
Questions/Discussion
3 minutes
Inspection Guestroom
Room Inspection
10 minutes- use timer
Judge Scoring
5 minutes
Total Time for Event*
40 minutes
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Guestroom Attendant/Inspector
Chairperson’s Procedures
1. Secure judges for the event. Provide event packet and score sheet to judges prior to the event.
2. Secure a monitor for the inspection room.
3. Provide a Co-Chair for the purpose of collecting score sheets, grading the inspection sheet, tallying scores,
and breaking ties as needed.
4. On day of competition, orient judges prior to event.
5. Secure one or two guestrooms for skill demonstration. One room should include 2 full-size beds.
6. Secure one guestroom for inspection. Inspection will take place in the guestroom and bathroom.
7. Allow contestant to bring supplies into skill demonstration room and introduce himself/herself prior to timing
the event. (Do not allow any unpacking or organizing.)
8. .Chairperson will collect score sheets from both competition rooms and compile the final score for each
contestant. In case of a tie, refer to the tie breaking notation on the rubric.
9. This is a closed event. Only the competitor, chairperson, monitor, and judges will be permitted in the rooms
during competition.
Judge’s and Monitor’s Procedures
Skill Demonstration Room
1. After introductions, instruct the participant (which bed to make, area to vacuum, dusting, and sanitation
items) and then start the timer. Provide timing update half way through the skill demonstration
competition. (Ex. “10 minutes remaining”)
2. Ask the participant 5 questions from the list supplied.
3. Judges will then collaborate and grade the finished product according to the rubric.
Inspection Room
1. The monitor will supply a room inspection sheet and clipboard for the contestants.
2. Provide timing update half way through inspection competition. (Ex. “5 minutes remaining”).
3. Collect the completed inspection sheet and clipboard. Give inspection sheet to the chairperson.
4. Assure that no-one tampers with the items to be inspected.
Supplies and Equipment
Provided by Participant
1.
2.
3.
4.
5.
6.
7.
8.
One fitted and two flat sheets for a full-size bed
Four standard pillow cases
One full-size blanket
Container for soiled linen
Vacuum cleaner with bag
Supplies (sanitizing solution and equipment to clean Formica/vinyl surfaces and telephone)
Hand sanitizer
Disposable gloves
**** Subject to change depending on hotel site. Participants will have notification of changes if any.
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Guestroom Attendant/Inspector
Provided by Rally Site
In Skill Demonstration Room-one or two complete guestroom(s) including:
1. One full-size bed
2. Four standard pillows
3. Linens for the bed to be made in advance (mattress pad, flat and fitted full-size sheets, pillow cases,
blanket, and comforter or bedspread)
4. Clipboards and chairs for 3 judges
5. Pencils, paperclips and calculator
6. Timer
In Inspection Room-one complete guestroom including:
1. Guestroom, including bathroom
2. Clipboards
3. Room monitor
4. Guestroom inspection sheets
5. Timer
Items to be inspected should be in a mix of conditions. Item should either be in perfect condition or have
one very obvious flaw, defect, or dirty spot. While these flaws may vary from district to district, care
must be taken to ensure that the condition is the same for each contestant in that district, and obvious to
the observer.
Examples of Flaws:
Any of the following could be obviously dirty or...
Mirror could have a damaged frame.
Picture could have cracked glass or damaged frame.
Lamp could have a burned out bulb, missing finial or just be unplugged.
Lampshade could have an obvious stain or a hole it.
Nightstand or end table could be damaged, scratched, or broken.
Chair could be stained, ripped, or broken.
TV could be unplugged.
Remote batteries could be dead or missing
Bible cover damaged or pages written on
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Participant’s Name_
School District _
________________
_________________
GUESTROOM INSPECTION SHEET
Check the condition of each item listed below. Mark the condition of the item in the
appropriate column on this inspection sheet. You may make notes as needed about the
condition or cleanliness of any item.
__
__
___ Guestroom Number
___ Date of Inspection
Inspection Item
OK
Poor
Condition
Item is
Missing
Notes
Example: dirty or damaged
Lamp
Lamp Shade
Light Bulb
Television
TV Remote
Pictures/artwork
Bedspreads
Drapes
Bathroom Floor
Sink
Tub/Shower
Shower Curtain
Chrome/Fixtures
Bathroom Mirror
Toilet
Toilet Paper
Telephone Book
Trash Cans
Clock Radio Alarm
Ice Bucket
Inspection Score __
___ of 20
(To be recorded on judges score sheet)
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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GUESTROOM ATTENDANT/INSPECTOR
QUESTIONS AND ANSWERS FOR REGIONAL AND STATE SKILL
COMPETITIONS
To Skill Event Judges:
All participants are to be asked 5 questions from the following list of 20. The same 5 questions do not
have to be given to each participant. Answers from the participants will vary. Use your judgment as to
whether it is close to the answer supplied. Select the appropriate performance level and mark it on the
rubric.
You are encouraged to write positive and constructive comments in the appropriate column on the rubric.
The participant and instructor welcome your comments and may use them to improve performance.
Whenever lower performance levels are selected they need to be justified with written comments.
QUESTIONS AND ANSWERS
1. Q.
A.
2. Q.
A.
In what order would you as a room attendant do the following tasks: dust, vacuum, make the
bed, and straighten the room?
A room attendant should; straighten the guestroom, make the bed, dust, and then vacuum.
Some lodging establishments offer a turndown service. Please name at least four (4) of the
services that might be performed.
Folding back the bed linen
Leave a flower or mint on the pillow
Fluffing the pillows
Straightening the guestroom
Emptying wastebaskets
Cleaning the bathroom
Closing the drapes
Restocking amenities
3. Q.
A.
Give three (3) examples of amenities you might place in a hotel guestroom.
Soap
Shampoo
Laundry service bag
Shower cap
Coffee and tea
Pen & paper
4. Q.
A.
Please explain the procedure a room attendant needs to follow when entering a guestroom.
1. Do not knock on a door with a "Do Not Disturb" Sign.
If there is no “Do Not Disturb” sign--2. Knock once and say “Housekeeping”
3. Knock again and say “Housekeeping”
4. If there is no answer, open the door slightly and say “Housekeeping” a third time.
5. Q. What is triple sheeting and why is it used in the lodging industry?
A. Triple sheeting is a bed making procedure that uses a fitted sheet and two flat sheets surrounding
a blanket. This procedure will keep the blanket from touching the guest. This also is helpful to
the hotel because they do not have to wash the blanket each day.
6. Q.
A.
What do the letters “OSHA” represent?
Occupational Safety and Health Act.
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Guestroom Attendant/Inspector
7. Q.
A.
What does the term “concentrated” mean to you when you see it printed on a label?
It means that the cleaner must be diluted with water before using it.
8. Q.
What are some of the precautions you should be aware of and follow when handling cleaning
chemicals? (Give at least 3 from this list)
1. Read and follow all directions on the label.
2. Leave the cleaning product on a surface long enough to be effective, but not so long as to
damage the surface.
3. Use only the amount as directed.
4. Scrub with the correct tool for the surface being cleaned.
5. Wear rubber gloves to protect your hands from the solution.
A.
9. Q. What happens when ammonia and chlorine are mixed?
A. When ammonia and chlorine are mixed they form a deadly gas.
10. Q. Part of the executive housekeeper’s job is to set the performance standards for the department.
Please explain a performance standard.
A. A performance standard states the expected quality of the work. It describes a job that needs
done, describes how the job is done, and to what degree.
11. Q. Productivity standards are set to help properly staff the housekeeping department and to stay in
budget. Please explain a productivity standard.
A. A productivity standard is the amount of work that and employee should be able to do in a given
time. (i.e.: Clean a guestroom in 27 minutes.)
12. Q. What is the reason when you, as a room attendant, might not make the bed in a guest room, and
what should you do as a follow up procedure?
A. If there were a lot of the guests’ papers or other personal items on the bed, I would not move
them to change the sheets. I would tell the supervisor so the guest could be contacted later for
this service.
13. Q. Where in a guest room should a room attendant begin dusting?
A. Dust the highest surface first so the dust does not fall on already cleaned items.
14. Q. Why should a room attendant avoid overstocking their cleaning cart?
A. A room attendant should avoid overstocking their cleaning cart to prevent items from being
soiled, damaged, or stolen.
15. Q. Why is it important for a room attendant to make a final check of the guest room after cleaning?
A. A final check of the guestroom makes the difference between just cleaning the room and doing a
professional job. It may help the employee see cleaning supplies that were left behind or
something that was overlooked.
16. Q. What is the purpose of a room inspection?
A. The purpose of a room inspection is to find any problems that were overlooked during cleaning
before a guest checks into the room.
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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Guestroom Attendant/Inspector
17. Q. When should a check-out room be inspected?
A. A check-out room should be inspected as soon as possible after a room attendant reports the
room has been cleaned. This allows the room attendant to correct any problems or receive
positive feedback. Once the room has passed inspection, it is ready to be sold by the front desk.
18. Q. Name at least four (4) things to do to prepare a room for nonsmokers?
A. 1. Clean all bath linen, bed linen, and drapes.
2. Clean or replace pillows.
3. Clean or replace lampshades.
3. Clean or replace the air conditioning filters.
5. Shampoo the carpets and upholstered furniture.
6. Wash down the walls and the furniture
19. Q. Deep cleaning a guest room removes the dirt that can accumulate from everyday wear. Name at
least four (4) tasks that may be included in your deep cleaning assignment.
A. Wiping down walls and furniture
Flipping mattresses
Cleaning vents and fans
Cleaning carpet edges
Cleaning doors & windows
Vacuuming under heavy furniture that needs moving
Guestroom Attendant/Inspector- Ohio FCCLA- 2012
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GUESTROOM ATTENDANT/INSPECTOR RUBRIC
Name of Participant
__________________________________________ School _______________________________________________________________________
Region
__________________________________________
Instructions: Check the indicators demonstrated by the student. Circle the score that best describes the level of the performance based on the printed indicators for each element.
Write positive, constructive comments whenever points are lowered to help participants identify their strengths and areas for improvement.
SELF INTRODUCTION:
 States name
 Maintains eye contact

Maintains comfortable space between people
 States school
 Uses appropriate indoor voice

Demonstrates good posture
 States project
 Speaks clearly

Offers hand and gives firm handshake
Does not attempt
Attempts introduction Introduction lacks
Confident, clear self-introduction exhibiting 8-9
COMMENTS:
self-introduction.
and/or exhibits 5 or
confidence and/or
indicators.
exhibits 6-7 indicators.
fewer indicators.
0
SCORE
SCORE
SCORE
1
2
3
SCORE
4
5
PROFESSIONAL APPEARANCE/ATTIRE/GROOMING:
 Spotless, pressed uniform according to industry standards.
 No jewelry.

 Uniform appropriately sized to body.
 Light makeup or no makeup, if appropriate.

 Uniform pants hemmed to an appropriate length.
 Hair is controlled, clean, and away from face.

 Shoes are clean and safe.
Appearance, attire, and grooming
Appearance, attire, and grooming
Professional appearance, attire, and grooming
needs improvement and/or
lacks a professional image and/or
exhibiting all 10 indicators.
exhibits 4 or fewer indicators.
exhibits 5-9 indicators.
Clean nails, short nail length, and no nail polish.
Body is free of odors.
Breath is free of noticeable odors.
COMMENTS:
SCORE 0 1 2 3 4
SCORE 5 6 7 8 9
SCORE 10
SAFETY AND SANITATION:
 Blanket and comforter/bedspread removed without touching the floor.
 Stores chemicals separately from cleaning rags in carrying container.
 Removes linen by placing corners of sheets toward center of bed.
 Sprays chemicals away from face and on designated surfaces only.
 Avoids contact with body uniform when disposing of soiled linens.
 Keeps clean linen from being contaminated.
 (Upon removal of linen) Immediately places soiled linens in designated container.
 Carries supplies into room and places on surface within reach, but not on floor.
 If hands become contaminated during event (touching hair, face, body, etc.) re Bends at knees when appropriate during bed making.
sanitize with dry hand sanitizer.
Disregard of safety and
Safety and sanitary concerns need to
Safety and sanitary practices Maintains safe and sanitary
COMMENTS:
sanitary practices create
be addressed and/or exhibits 7 or
need to be strengthened
conditions during the event
unsafe and unsanitary
and/or exhibits 8-9
exhibiting all 10 indicators.
fewer indicators.
situations.
indicators.
SCORE
0
SCORE
1
2
3
4
Guestroom Attendant/Inspector Rubric-Ohio FCCLA- 2010
5 6
7
SCORE
8
9
Page 1
SCORE
10
PAGE TOTAL ____________
GUESTROOM ATTENDANT/INSPECTOR RUBRIC
Name of Participant
__________________________________________ School _______________________________________________________________________
COMPLETED BED*:
 Fitted sheet is placed over mattress correctly on the first attempt and is smooth and
wrinkle free.
 First flat sheet is placed even with top of mattress and is smooth and wrinkle-free.
st
 Blanket is placed evenly over the 1 sheet, approximately 18” from top of mattress,
and is smooth and wrinkle-free.
 Second flat sheet is placed even with top of blanket and is smooth and wrinkle-free.
 Top of first flat sheet is folded down evenly over blanket and second flat sheet with
smooth side up.

First sheet, blanket and second sheet are tightly mitered at foot at 90 degree angles.
 First sheet, blanket and second sheet are tightly tucked under mattress on all three
sides.
Bed making not
attempted.
Bed making lacks necessary
steps and/or exhibits 1-7
indicators.
SCORE 1 2 3 4 5 6 7
Completed bed but lacks
professional neatness and/or
exhibits 8-10 indicators.
SCORE 8 9 10
SCORE
0
TELEPHONE:
 Sprays cloth with appropriate cleaning solution for telephone.
 Cleans handset with attention to receiver and mouthpiece.
 Holds down the hook switch button while cleaning the dialing buttons.
Telephone cleaning lacks
Completed telephone lacks
attention to details and/or
cleanliness and/or exhibits
exhibits 2 or fewer indicators. 3-4 indicators.
SCORE 0
SCORE 1
2
SCORE 3
4
NIGHTSTAND***: (VINYL/FORMICA SURFACE)
 Selects appropriate cleaning supplies for nightstand with a vinyl/Formica surface.
 Sprays cleaning cloth with sanitizer.
 Cleans surface of nightstand.
 Cleans sides and front of nightstand.
Fails to clean
Nightstand cleaning lacks
Completed nightstand lacks
nightstand.
attention to details and/or
cleanliness and/or exhibits
exhibits 4 or fewer indicators. 5-6 indicators.
0
Name of Participant
SCORE
1
2
3
4
SCORE
5

6
Comforter presents a smooth appearance with an equal amount of side hangover
Comforter is folded back from top of bed to avoid touching turned down sheet.
Pillows are set up on edge against headboard.
Pillowcases are wrinkle-free with seam facing outsides of bed.
Open edges of pillowcases are tucked inside pillowcases.
Open edges of pillowcases are touching and facing the inside of bed.
Standing pillows present an attractive symmetrical appearance and do not touch
the folded down sheet or comforter.
Bed skirt hangs freely from bed and avoids being caught up under the mattress as
a result of tucking blanket and sheets.
Professional, neat, completed bed
maintains freshly made appearance
exhibiting 11-15 indicators.
SCORE 11 12 13 14 15



Fails to clean
telephone.
SCORE







Listens for dial tone and notifies judges if dial tone is absent..
Telephone is returned to original position with cord on correct side.
Telephone is clean and shows no dust, streaks, or dirt.
Clean, completed, professional-looking
telephone exhibiting 5-6 indicators.
SCORE



COMMENTS:
COMMENTS:
5
Cleans drawer and handle.
Cleans shelf if present.
Nightstand shows no crumbs, streaks or dust.
Clean, completed, professional-looking
nightstand exhibiting all 7 indicators.
SCORE
7
8
9
COMMENTS:
10
__________________________________________ School _______________________________________________________________________
Guestroom Attendant/Inspector Rubric-Ohio FCCLA- 2010
Page 2
PAGE TOTAL ____________
GUESTROOM ATTENDANT/INSPECTOR RUBRIC
VACUUMING:
 Unwinds and lays out cord loop by loop to avoid tangling.
 Vacuum is adjusted according to carpet height.
 Cord is plugged in near doorway to guestroom.
 Begins by vacuuming in far area of room and moving toward the doorway.
 Uses a back and forth rocking method during vacuuming.
Fails in vacuum.
Vacuuming lacks efficiency and
thoroughness and/or exhibits 5 or
fewer indicators.
SCORE 0
SCORE 1 2 3 4 5
EXIT EVALUATION:
 Visually inspects all assigned work.
 Makes minor corrections of work as required.





Completed vacuuming but lacks
professional appearance and/or
exhibits 6-8 indicators.
SCORE 6 7 8
Cord is handled safely during vacuuming (such as: refrains from vacuuming over
cord and from pulling vacuum by cord).
Cord is removed from socket using the plug.
Cord is wrapped neatly on vacuum.
Vacuum stored out of the walking area, against a wall, and clear of the entry door.
Carpet has no visible dirt or crumbs remaining.
Efficient, thorough vacuuming
exhibiting 9-10 indicators.
SCORE
9
COMMENTS:
10



Neatly packs all supplies into carrying device.
With minimum amount of moves/actions, removes all supplies from room.
Removes equipment without hitting walls or doors.
Thoroughly and efficiently completes the
COMMENTS:
exit evaluation and makes necessary
adjustments exhibiting all 5 indicators.
SCORE 5
Completes tasks without exit evaluation
Exits room and fails to make final
or visual inspection and/or exhibits 2 or
adjustments and/or exhibits 3-4 indicators.
fewer indicators.
SCORE 0 1 2
SCORE 3 4
RESPONSE TO EVALUATORS’ QUESTIONS:
Fails to answer
Partial or incomplete answers
Answers 4 questions correctly in Complete, accurate answers are given for COMMENTS:
questions.
are given for all questions and/or a clear, audible voice or answers all 5 questions in a clear, audible voice.
answers are unclear or inaudible. questions but demonstrates
limited knowledge.
SCORE 0
SCORE 1 2 3 4 5
SCORE 6 7 8
SCORE 9 10
ROOM INSPECTION SHEET**:
Fails to submit room Number of room inspection items marked Number of room inspection items
Number of room inspection items
COMMENTS:
inspection sheet.
correctly.
marked correctly.
marked correctly.
SCORE 0
SCORE 1 2 3 4 5 6 7 9 10
SCORE 11 12 13 14 15
SCORE 16 17 18 19 20
For tiebreaker use total score for category: *1st Tiebreaker, ** 2nd Tiebreaker, *** 3rd Tiebreaker.
Regional/State Rating
PAGE 1 TOTAL ________
Total (Evaluators please initial after rating event)
PAGE 2 TOTAL ________
Verification of total score (please initial)
90-100 pts.
3 STAR Rating
PAGE
3
TOTAL
________
Room
Consultant (Event Chairperson)
2 STAR Rating
70-89 pts.
Lead
Consultant
(Tally Room)
1 STAR Rating
1-69 pts.
EVENT TOTAL ________
Final Verification
Guestroom Attendant/Inspector Rubric-Ohio FCCLA- 2010
Page 3
_____________________________
_____________________________
_____________________________
_____________________________
_____________________________
PAGE TOTAL ____________
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