PREPARE ROOMS FOR GUESTS

SET UP EQUIPMENT AND

TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
SET UP EQUIPMENT AND
TROLLEYS
 Assembling Supplies:

A room attendant requires a special tool to

do his/her job. For the professional room
attendant, these tools come in the form
of the various cleaning supplies and
equipment, linens, room accessories,
and amenities that are necessary for
preparing a guest’s room.
In a sense, the room attendant cart could be regarded as
a giant tool box stocked with everything necessary to
do an effective job. A well-organized and well-stoked
cart is a key to efficiency. It enables the room
attendant to avoid wasting time looking for a cleaning
item or making trips back to the linen room for more
supplies. The specific amounts of items loaded onto a
cart vary according to the types of rooms being
cleaned, the amenities offered by the property, and, of
course, the size of the cart itself. A room attendant’s
cart is generally spacious enough to carry all supplies
needed for a half-day’s room assignments.
 Stocking the cart:
Carts are typically stored in the linen room along
with the housekeeping supplies. In large
properties, supplies are often centralized in a
particular area and issued to room attendants
each morning. Most carts have three shelves –
the lower two for linen and the top for supplies.
It is just as important not to overstock a cart,
as it is not to understock. Overstocking
increase the risk that some items will be
damaged, soiled, or stolen in the course of
cleaning.
 Items typically found on a room
attendant’s cart include:

 Clean sheets, pillowcases, and mattress

pads
 Clean towels and washcloths
 Clean bath mats
 Toilet and facial tissue
 Fresh drinking glasses
 Soap bars
 Clean ashtrays and matches
Stocking the Room Attendant’s Cart:

 Check the list of assigned room;

 Refer to the list of room cleaning
supplies specified by the property;
 Begin loading cart from the bottom up.
Stock according to recommended
quantities;
 Place mattress pads, sheets, and
pillowcases on bottom shelf;
 Place bath mats, towels, face cloths, and wash
cloths on middle shelf;
 Place room supplies and amenities on top
shelf;
 Stock hand caddy with cleaning supplies such
as all-purpose cleaner, cloths and sponges,
bowl brush, glass cleaner, and dusting
solution. Position on top shelf.
 Position vacuum, broom, and other sweeping
supplies on side of cart.
In most cases, all the cleaning supplies for
the guestroom and bathroom are
positioned in a hand caddy on top of the
cart. This way, the room attendant does
not have to bring the entire cart into the
room in order to have easy access to
supplies.
Items conveniently stocked in the
hand caddy include:
 All-purpose cleaner
 Spray window and glass cleaner
 Bowl brush
 Dusting solution
 Cloths and sponges
 Rubber gloves
A laundry bag for dirty linens is usually
found at one end of the cart and a trash
bag at the other. A broom and vacuum
are also positioned on either end of the
cart for easy access. For safety and
security reasons, personal items and
room keys should not be stored on the
cart.
Housekeeping Terminologies
Acute Hazard

 Something that could cause immediate harm.

For example, a chemical that could cause
burns on contact with the skin is an acute
hazard
Amenity

 A service or item offered to guests or placed

in guestrooms for convenience and comfort,
and that at no extra cost.
Chronic Hazard

 Something that could cause harm over along

period; for example, a chemical that could
cause cancer or organ damage with
repeated use over a long period.
Deep Cleaning

 Intensive or specialized cleaning undertaken in guestrooms or

public areas. Often conducted according to a special schedule
or on a special project basis. Involves moving heavy furniture,
high dusting, turning mattresses, vacuuming draperies and
curtains, and other cleaning functions not normally performed in
the day-to-day servicing of a guestroom. Synonymously with
general cleaning.
Double - Locked

 An occupied room for which the guest has refused

housekeeping service by locking the room from the
inside with a dead bolt. Double-locked rooms cannot
be accessed by room attendant using a standard
pass key.
Early Makeup

 A room status term indicating that the guest

has reserved an early check-in time or has
requested his/her room to be cleaned as
soon as possible.
Emergency Key

 A key which opens all guestroom doors,

even when they are double-locked.
Face Fibers

 Yarns which form the pile of the carpet.

Face Weight

 The measure of a carpet’s pile. Equal to the

weight of the face fibers in one square yard
of a carpet.
Finish

 A liquid applied to floors that dries to a

protective coating and enhances the
appearance of the floor. Finishes come in
wax-based or polymer types.
Floor Par

 The quantity of each type of linen that is

required to out-fit all rooms serviced from a
particular floor linen closet.
Guestroom Key

 A key which opens a single guestroom door

if it is not double-locked.
Hand Caddy

 A portable container for storing, holding, and

transporting cleaning supplies Typically
located on the top shelf of the room
attendant’s cart.
Hard Floor

 Floors made from natural stone or clay. These floors

are among the most durable of all floor surfaces, but
also the least resilient. Types of hard floors include
concrete, marble, and terrazzo, ceramic tile, and
other natural stone.
HAZCOMM Standard

 Hazard Communication Standard; OSHA’s

regulation requiring all employers to inform
employees about possible hazards related to
chemicals they use on the job.
House Rule

 Any published company-wide rule for which

violation can result in immediate discharge.
House Setup

 The total number of each type of linen that is

needed to outfit all guestrooms one time.
Also referred to as one par of linen.
Housekeeping Status Report

 A report prepared by the housekeeping

department which indicates the current
housekeeping status of each room, based on
a physical check.
Linen Room

 Area in a hospitality operation which is often considered the

headquarters of the housekeeping department. This is the area
where the employee typically reports to work, receives room
assignments, room status reports, and keys; assembles and
organizes cleaning supplies; and checks out at the end of
his/her shift.
Master Key

 A key which opens all guestroom doors

which are not double-locked.
Mitering

 A method for contouring a sheet or blanket to

fit the corner of a mattress in a smooth and
neat manner. The results are sometimes
referred to as “square corners” or “hospital
corners”.
MSDS (Material Safety Data Sheet)

 A form containing information about a

chemical that is supplied by the chemical’s
manufacturer.
Occupancy Report

 A report prepared each night by a front desk

agent which lists rooms occupied that night
and indicates those guests expected to
check out the following day.
OSHA (Occupational Safety and Health Act)

 A broad set of rules that projects workers in

all trades and professions from a variety of
unsafe working conditions.
pH Scale

 A scale that measures the acidity or alkalinity

of a substance to the scale, a pH of 7 is
neutral, acids have values of less than 7 to 0,
and alkalies have values of more than 7 to
14.
Pile

 The surface of a carpet; consists of fibers or

yarns that form raised loops that can be ut or
sheared.
Pile Distortion

 Face fiber condition such as twisting, pilling,

flaring, or matting caused by heavy traffic or
improper cleaning methods.
Preventive Maintenance

 A systematic approach to maintenance in which situations are

identified and corrected on a regular basis to control costs and
keep larger problems from occurring. Preventive maintenance
consists of inspection, minor corrections, and work order
initiation.
Primary Backing

 The part of the carpet to which face fibers are

attached and which holds these fibers in
place.
Resilient Floors

 A type of floor that reduces noise and is

considered easier to stand or walk on. Types
of resilient floors include vinyl, asphalt,
rubber, linoleum, and wood.
Room Attendant’s Cart

 A lightweight, wheeled vehicle used by room

attendants for transporting cleaning supplies,
linen, and equipment needed to fulfill a block
of cleaning assignments.
Room Inspection

 A detailed process in which guestrooms are

systematically checked for cleanliness and
maintenance needs.
Room Status Discrepancy

 A situation in which the housekeeping

department’s description of a room status
differs from the room status information at
the front desk.
Room Status Report

 A report which allows the housekeeping department

to identify the occupancy condition of the property’s
rooms. Generated daily through a two-way
communication between housekeeping and the front
desk.
Rotary Floor Machine

 Floor care equipment that accommodates both brushes and

pads to perform such carpet cleaning tasks as dry foaming
cleaning, mist pad cleaning, rotary spin pad cleaning, or bonnet
and brush shampoos. On hard floors, these machines can be
used to buff, burnish, scrub, strip, and refinish.
Routine Maintenance

 Activities related to the general upkeep of the property that

occur on a regular (daily or weekly) basis, and require relatively
minimal training or skills to perform. These activities occur
outside of a formal work order system and include such tasks
as sweeping carpets, washing floor, cleaning guestrooms, etc.
Scheduled Maintenance

 Activities related to the upkeep of the

property that are initiated through a formal
work order or similar document.
Secondary Backing

 The part of a carpet that is laminated to the

primary backing to provide additional stability
and more secure installation.
Turndown Service

 A special service provided by the housekeeping

department which a room attendant enters the
guestroom in the early evening to restock supplies,
tidy the room, and turn down the guest bed.
Area Responsibility Plan

 A document that geographically defines physical

areas of a facility and assigns responsibility for
cleaning among the various departments of a hotel
or hospitality organization, usually developed from
the division of work document.
Bed and Bath Linen

 Items such as sheets, pillowcases, hand

towels, bath towels, washcloths, and cloth
bath mats.
Bedding

 All bed linens such as sheets and

pillowcases, and all blankets, shams, dust
ruffles, pillow quilts, comforters, coverlets,
mattress pads, and bed spreads.
Buffing

 The act of polishing the surface of a floor with

a low-speed (175-350 rpm) floor machine.
Burnishing

 The act of polishing the surface of a floor with

a high-speed (350+ rpm) floor machine to
achieve an extremely high gloss (wet look)
surface.
Daily Work Assignment Sheet

 Form that indicates special work tasks

required for a given day and are assigned to
a specific worker.
Damp Mopping

 The use of a damp (not wet) mop for spot

cleaning of spills and overall cleaning of light
dirt from floors. This technique is not
intended to remove heavily embedded dirt or
old floor finish.
Dilution Ratio

 Comparison of the amount of water that is, or must

be, added to a specific cleaning agent that is
recommended for a specific cleaning task. For
example, a 20:1 dilution ratio means 20 parts water
to a 1 part cleaning agent.
Guest Essentials

 Guest supplies that are essential in guestrooms but

that the guest would not normally be expected to use
up or remove upon departure. Examples include
water glasses, ice buckets, and cloth hangers.
Guest Expendables

 Guest supplies that guests would normally

be expected to use up or take away upon
departure. Examples include stationery, toilet
tissue and soap.
Guest Loan Items

 Guest supplies not normally found in a guestroom

but available upon request. Examples include hair
dryers, razors, ironing boards, and irons. Guest
signs a receipt and specify a time that the item may
be picked up by the housekeeping department.
Guest Request

 Any special request not normally included in

the regular servicing of a guestroom, such as
for extra towels, hair dryers, razors roll-away
bed or baby crib.
Guest Supplies

 Supplies specifically needed because guests

are staying in a hotel.
Housekeeper’s Report

 A report made daily to the front desk by the housekeeping

department and signed by a manager indicating the correct
status of all guestrooms. Compilation of all results obtained
from afternoon room checks conducted on the entire
guestroom. Specifies what rooms are ready for occupancy,
occupied by guests, and/or on-change, etc.
Maintenance Checklist

 Document used as a guide in the

performance of a maintenance inspection.
Maintenance Work Request Form

 A three-part document used for repairs; is

transmitted to the engineering department. Form
allows for the control and processing of work and the
recording of man-hours and materials involved in the
repairs performed.
Padding

 A layer of material placed under carpet to

increase resiliency. It can be made from a
number of natural and synthetic materials.
Room Inspections

 Periodic inspections of guestrooms to ensure

that standards of cleanliness and servicing
are being maintained.
Spray Buffing

 The application of a finish solution while

polishing a floor’s surface to retouch worn
spots and to restore a glossy look to the
floor’s surface.
GUESTS' SAFETY AND SECURITY
MAKE UP BEDS
CLEAN ROOMS