Laundry Manager

Supervisor Orientation & Training

Job Description

Ocean Partners Hospitality

Job Description

Job Title: Laundry Manager or Supervisor

Department: Housekeeping

Reports To: Executive Housekeeper

FLSA Status: Non exempt

Prepared By: Human Resources

Prepared Date: June 15, 2013

SUMMARY

Oversees and works within the laundry area by monitoring the activity of the laundry

staff; the laundering process; oversees the linen inventories and storage areas, and

oversees the distribution of bed and table linen and towels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following. Other duties may be assigned.

Oversees the collection and processing of soiled linen properly

Sorts, washes, dries and folds linen properly

As laundry is sorted, stains are spot treated appropriately

Only use chemicals as instructed

Monitor the proper use of chemicals within the laundry area

Use and monitor the staff use of proper washer settings at all times

Sets and monitors the setting of dryers to the correct time and temperature

according to charts

Pull linen from dryers as soon as drying is complete. Monitor the cleaning of the

dryer(s) around noon and before closing for the day

Uses sink area to spot dirty linen. Make sure soak sink is empty and processed

before leaving shift.

Be aware of the electrical shut off and fire exiting locations; be prepared to

oversee the evacuation of the laundry area in event of an emergency.

Maintain and Clean dryer lint screens 2-4 times per day

Monthly Linen Inventories due by 5th

of every month for prior month

At the time of closing, monitor that floors have been swept and rugs vacuumed; garbage

has been emptied; and pull in laundry bins. Check that all fans are off. Turn in keys and

clock out.

QUALIFICATIONS

To perform this job successfully, and individual must be able to perform each essential

duty satisfactorily. The requirements listed are representative of the knowledge, skill,

and/or ability required. Reasonable accommodations may be made to enable individuals

with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma; or a minimum of 1 year experience in laundry/housekeeping; or a

combination of education and experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this job, the employee is regularly required to stand, bend

and lift, use hands to finger, handle, or feel; and reach with hands and arms. The

employee frequently is required to walk and stand for extended periods of time. The

employee is also required to sit, climb or balance, talk and hear. The employee must

continuously lift and/or move up to 40 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an

employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this job, the employee is frequently exposed to fumes or

airborne particles. Rubber gloves and face mask are available when needed or required.

The employee is occasionally exposed to extreme heat. The noise level in the work

environment is usually moderate.

RECEIPT OF ACKNOWLEDGEMENT

I have read the above job description and am capable of performing in a reasonable

manner the activities involved in the job occupation for which I have been employed. I

understand this job description does not constitute a contract or employment agreement.

Signature and Date Signed

Employee Printed Name

Recruiting Staff

Ideas for Recruiting Housekeeping Staff

Housekeeping is one of the hardest working departments in a hotel. Housekeeping

demands of the business require that employees of this department be on their feet for

long periods of time and have a sharp awareness of high standards of cleanliness.

One of our largest challenges in the industry is to recruit and retain quality staff for this

department. The following is a list of ideas you may use to help find housekeeping

employees. Not all labor markets are the same so we suggest that you track each source,

keep tabs on how many applicants each one produces and, most importantly how many

you actually hire.

1. Newspaper Advertisements- This can be a costly endeavor and should only be

used when it has been proven as a viable source in your market.

2. Internet – We recommend the following sites that you can post on:

a. Craigslist.com – Free!

b. Hospitalityonline.com- $$

c. HCareers.com-$$

d. Local Newspaper online

e. Local job services online

3. Job Services-Most cities or counties have a local job bank that allows you to post

your job for free!

4. Local trade schools or community colleges-Students need part time work

5. Senior groups-Many senior citizens are looking to supplement their income with

work.

6. Other Hotels-You can steal employees from other hotels. You should be discreet

and careful about how you do this, but it is a viable option.

7. Other service industries-Restaurants, department stores, etc. all have entry level

people that may be interested in getting to a new career.

8. Referral- Good people usually know good people. Reward you staff for sending

you a new employee.

9. Employment Agencies- These firms usually supply staff for a fee. If you want to

keep the employee then at the end of a certain period of time you typically pay an

additional premium to keep the employee.

Internal candidates-Some employees within your hotel may be interested in picking up

the extra hours you need in another department. Always post jobs and hours needs

internally.

New Hire Orientation

New Hire Orientation

Part One –Orientation and completion of New Hire Paperwork

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Completion on all New Hire Paperwork

Application

Background Check Authorization Form

I-9

W-4

Employee Handbook Receipt of Acknowledgment

Uniform Contract *Uniform Issued

Direct Deposit

Review of Job Description-Signed and Dated

Review of the Employee Handbook

Explanation of Employee Benefits:

Health Insurance

Life Insurance

Paid Holidays (review of qualifying holidays)

Paid Vacation Guidelines

Review of upcoming training-what to expect

Satisfying your Customers

1. The Hotel Guest

2. Your Fellow Employees

. 3. Your Management Staff

Recap and Review-Question and Answer session

Part 2: Management Staff & Orientation to Property

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Meet Management Staff

General Manager

Assistant General Manager

Department Heads

Supervisors

Tour of Property:

Front of House

Back of House

Laundry/Housekeeping

Meeting Space and Restaurant/Lounge (if applicable)

Fitness Center/Pool/Recreational Facilities

Tour of Guestrooms

Employee Break Room

Time Clock and Payroll

Location of Time Clock

Review punch in/out procedures

Review meal break options

Employee Lunches (if applicable)

Pay Periods and Pay Dates

Overtime Policy

Policy for Calling Off

Training

Laundry Manager/Supervisor Training Schedule

Day One: Department Overview

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

New Employee Orientation (BWI – Internal)

I Care Training (BWI)

Laundry Manager / Supervisor Training Schedule Review:

◦ Provide Training Packet or Manual

◦ Provide Skill Breakdowns

◦ Introduction

◦ Quality Guest Services

Housekeeping Department Overview & Communication Tools:

◦ Attend Daily Line up

◦ Storage Rooms & Closets

◦ All Room Types

◦ Laundry

◦ Room Assignments

◦ Room Inspection Sheets

◦ Employee Mail box

◦ Scheduling – Request off Procedures

◦ Time Clock

◦ Log Book

◦ Housekeeping Office

◦ Assistant Executive HK workstation or desk

◦ Discuss Department SOP’s on website

Receive User Login & Password information for all systems

*BWI__________________________________________________

*My Best Western________________________________________

*My Portal (Days Inn)_____________________________________

*SOP Site______________________________________________

Review Uniform & Appearance Standards

Laundry Manager/Supervisor Training Schedule

Day Two: Knowledge for all Housekeeping Employees

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Working as a Team With Co-Workers and Other Departments

Telephone Etiquette

Housekeeping Key Control System-Signing Out Keys

Safety Within the Laundry Area

Blood Borne Pathogens

Bed Bug – (must be done within 90 days of hire)

Chemical Training and Awareness

Linen Storage Areas

Keeping your Work Area Organized and Tidy

Housekeeping Inventories

The Flow of Products:

Linen

Trash

Guest supplies

Cleaning supplies

Shift Checklists for all positions

Notes:

Laundry Manager/Supervisor Training Schedule

Day Three: All about Linens---Using Commercial Washers

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Linen Types

Sheets-by Type and Size; Pillow Covers and Pillow Cases

Blankets, Bedspreads, Mattress Covers and Duvets

Towels: Bath, Hand, Washcloth, Bath Mat

Table Linens-F & B

Guestroom Robes

Employee Uniforms

Review Storage Room Setups and inventory process

Sorting Soiled Linens and Uniforms

Pre-Treat and/or Rewashing Heavily Soiled Items

Reading the Fabric Care Chart for Proper Washer Use

Filling the Washers to Capacity for Efficient Energy Usage

Load, Use, and Unload Washers

Notes:

Laundry Manager/Supervisor Training Schedule

Day Four: Using the Commercial Dryers; Folding, Ironing,

Mending and Processing Linens;

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Load, Use, and Unload Dryers

Importance of Folding/Ironing Linens as Soon as They are Dry

Ironing Linens Using a Mechanical Flatwork Ironer

Using Mechanical Linen-Folding Equipment

Folding Linens by Hand

Ironing Linens by Hand

Importance of Rotating Linen Supplies

Proper Handling of Stained/Damaged Linens

Cleaning the Dryer/Lint Traps

Mend and Sew Linens and/or Uniforms

Clean and Maintain Laundry Work Areas

Fill Banquet and Restaurant Linen Requisitions

Processing Contract-Cleaned Linens and Uniforms

Restocking Housekeeping Closets and Carts

Providing Towel Service to Recreation Areas

Notes:

Laundry Manager/Supervisor Training Schedule

Day Five: Supervising/Managing the Laundry Area

Trainee

Initials

Trainer

Initials

Date

Reviewed

Task

Reviewed

Staffing & Scheduling Guidelines

Being Prepared for an Emergency-Electrical Shut-off and Fire

Escape Route

Taking and Maintaining Linen Inventories

Loss Prevention and Awareness in the Laundry Area

Blood Borne Pathogens-Awareness and Precautions

Overseeing All Processes in the Laundry Department

Scheduling

Inventories-Loss Prevention

Sorting, Washing, Drying, Folding, and Ironing Linens

Dryer Vents maintained and cleaned on regular basis

Proper Storage and Rotation Practices

Delivering of Soiled Linens to the Laundry Area

Distribution and Restocking of Clean, Processed Linen

Laundry Staff Performance and Motivation

Houseman staff & Duties

Notes:

Life Safety

Ocean Partners Hospitality Bloodborne Pathogens Control Program

Table of Contents

I. Policy Statement

A. Policy

B. Definitions

II. Methods of Compliance

A. Universal Precautions

B. Engineering and Work Practice Controls

C. Hand washing Facilities

D. Handling of Contaminated Needles and Sharps

E. Personal Hygiene

F. Personal Protective Equipment

G. Housekeeping

III. Hepatitis B Vaccinations

IV. Communication of Hazards

A. Labels

B. Signs

C. Employee Training

V. Post Exposure Evaluation and Follow-up

VI. Recording Keeping

Appendix A: Universal Precautions

Appendix B: Hand Washing

Ocean Partners Hospitality.

Bloodborne Pathogens Control Program

I. POLICY STATEMENT

Bloodborne diseases can be transferred from source to source. The risk of transmittal can

be reduced by following the guidelines provided in OPH's Bloodborne Pathogens Control

Program. At OPH, we feel that it is crucial to control exposures to blood borne pathogens

through proper work practices, employee training and engineering controls.

It is the policy of OPH that you can work in the printing and bindery industry with

minimal risk of contracting any blood borne diseases by following the correct work

practices.

A. Purpose

It is the purpose of this Bloodborne Pathogens Exposure Control Program to

minimize exposure to blood borne diseases from body fluids encountered during

the work day.

B. Definitions

Blood - means human blood, human blood components and products made from

human blood.

Bloodborne Pathogens - mean pathogenic microorganism that are present in

human blood and that can cause disease in humans. These pathogens include, but

are not limited to, Hepatitis B Virus (HBV) and the human immunodeficiency

virus (HIV).

Contaminated -- means the presence or reasonably anticipated presence of blood

or other potentially infectious materials on an item or surface.

Contaminated Laundry -- means laundry that has been soiled with blood or other

potentially infectious materials or may contain sharps.

Contaminated Sharps -- means any contaminated object that can penetrate the

skin including, but not limited to needles, scalpels, broken glass, broken

capillary tubes, and exposed ends of dental wires.

Decontaminated -- means the use of physical or chemical means to remove,

inactivate, or destroy the blood borne pathogens on the surface or item to the

point where they are no longer capable of transmitting infectious particles and

the surface or item is rendered safe for handling, use or disposal.

Disposable -- means any item indicated as single use only.

B. Definitions (continued)

Engineering Controls -- mean controls that isolate or remove the blood borne pathogen

hazards from the workplace.

Exposure -- Any non Exposure Incident contact with blood or potentially infectious

materials. Direct skin contact with intact skin.

Exposure Incident -- means a specific mouth, eye, other mucous membrane, and non

intact or parenteral contact with blood or other potentially infectious materials that result

from the performance of an employee’s duty.

Handwashinq Facilities -- means a facility providing an adequate supply of running

potable water, soap and single use towels or air drying machine.

Hazard -- means an actual or potential exposure to risk.

HBV -- means Hepatitis B Virus

HIV -- means Human Immunodeficiency Virus

Occupational Exposure -- means reasonably anticipated skin, eye, mucous membrane or

other parenteral contact with blood or other potentially infectious materials that may

result from the performance or an employee’s duty.

Other Potentially Infectious Materials -- mean semen vaginal fluids, cerebrospinal fluid,

synovial fluid, pleural fluid, pericardial fluid, peritoneal fluid, amniotic fluid, saliva in

dental procedures, and any fluid contaminated with blood, and all body fluids when it is

difficult to distinguish.

Parenteral -- means piercing mucous membranes or the skin barrier through such events

as needle sticks, human bites, cuts and abrasions.

Personal Protective Equipment -- is specialized clothing or equipment worn by an

employee for protection against a hazard. General work clothes not intended to function

as protection against a hazard are not considered PPE.

Regulated Waste -- means liquid or semi liquid blood or potentially infectious materials,

contaminated items, that would release blood or potentially infectious materials in a

liquid or semi liquid state if compressed, items that are caked with dried blood or OPIM

and are capable of releasing these materials during handling, contaminated sharps, and

pathological and microbiological wastes containing blood or OPIM.

B. Definitions (continued)

Sterilize -- means the use of physical and or chemical procedures to destroy all

microbial life including highly resistant bacterial endospores.

Universal Precautions -- is an approach to infection control where all human

blood and body fluids are treated as if known to be infectious for HIV, HBV and

or other blood borne pathogens.

Work Practice Control -- Means controls that reduce the likelihood of exposure

by altering the manner in which a task is performed.

Ocean Partners Hospitality

Bloodborne Pathogens Control Program

II. METHODS OF COMPLIANCE

The following sections are intended to give guidelines for working with exposures to

potentially infectious materials at OPH.

A. Universal Precautions

It is OPH's policy to treat all first aid patients and body fluids equally by

following the standards for Universal Precautions outlined in the Infection

Control Protocols.

The term "Universal Precautions" refer to a system of infectious disease control

which assumes that every direct contact with body fluids is infectious and

requires every employee exposed to direct contact to bodily fluids to be protected

as though such fluids were HBV or HIV infected. Therefore, universal

precautions are intended to reduce risk to OPH employees from parenteral,

mucous membrane and non-intact skin exposures to blood borne pathogens.

In addition to the body fluids falling under the Universal Precautions, at OPH all

sharps and any other items potentially contaminated will be treated using

Universal Precautions.

For more information refer to the Appendix A

B. Engineering and Work Practice Controls

At Ocean Partners Hospitality several engineering and work practice controls

have been implemented to help reduce exposure to potential blood borne

pathogens.

Work practice Control -- Means controls that reduce the likelihood of exposure

by altering the manner in which a task is performed. Some work practice controls

that are used by Ocean Partners Hospitality include:

Potential Exposure

Contact with Fluids during

first aid treatment

Contact with sharps in room

CPR and Stomach Contents

Body Fluid Spills

Work Practice Control

Gloves, Glasses and CPR

Masks

Sharps disposed of at

housekeeping cart

CPR Masks

Maintenance employees

will wear gloves and use an

EPA approved disinfectant

to clean the area.

Ocean Partners Hospitality will review operations on a periodic basis to determine if

additional exposures need to be addressed.

Engineering Controls -- mean controls that isolate or remove the blood borne pathogen

hazards from the workplace. At OPH there are several engineering controls utilized

including:

Potential Exposure

Contaminated Sharps

Engineering Control

All sharps will be placed in sharps containers impervious to stick through from needles,

etc. Hand washing is one of the most important procedures for preventing infection.

Hands must always be washed after first aid treatment contacts (following removal of

gloves), after touching inanimate objects likely to be contaminated by blood and any time

there is a potential of contamination. The rationale for hand washing after the removal of

gloves is that gloves become perforated, knowingly or unknowingly, during use and

allow bacteria to enter and beneath the glove materials, multiply rapidly.

C. Hand Washing Facilities (For more information refer to Appendix B)

D. Handling of Contaminated Needles and Sharps

At Ocean Partners Hospitality there are limited types of sharps which employees may

encounter. These include, but are not limited to needles and other objects found in

guest rooms that may become contaminated with blood or OPIM and have the potential

of puncturing skin.

In order to prevent accidental parenteral contact with sharps in use at OPH the

following procedures and guidelines have been developed.

Disposable Sharps -- Disposable sharps such shall be removed from the room. Sharps

will be placed into puncture resistant Sharps containers by the original housekeeper.

Sharp surfaces which are contaminated and that cannot be removed will be disinfected

by the original user. An EPA approved disinfectant shall be used.

Personal Protective Equipment -- PPE will be required to be worn when working with

any potentially contaminated sharps. Gloves are available at the first aid stations

throughout OPH.

E. Personal Hygiene

NO EATING, DRINKING OR SMOKING IN ANY OF THE FIRST AID

TREATMENT AREAS. In addition, never eat, drink or smoke in any area where there

are contaminated items or risk of exposure to potential blood borne pathogens.

Always wash you hands, using the procedures identified in section C, before and after

work, as well as before and after meals, even if no patient contact took place.

F. Personal Protective Equipment

Personal Protective Equipment (PPE) at OPH is a crucial part of our prevention program.

The following protection is required.

Patient Contact (First Aid) -- Personnel must be equipped with Gloves, Glasses

(equipped with non-perforated side shields if there is a risk of splashing) or goggles, and

masks at a minimum. Personnel falling into this category include First Aid Providers.

Housekeeper Contact -- Personnel must be equipped with Gloves, Glasses (equipped

with non-perforated side shields if there is a risk of splashing) or goggles at a minimum.

Personnel falling into this category include room attendants and housekeepers

G. Housekeeping

Cleanliness is one of the most important aspects to this program and the prevention

of contraction of Bloodborne Pathogens from occupational exposures. At OPH,

there are definite procedures for cleaning and housekeeping. The following is a

synopsis of those procedures.

1. After each First Aid case

a. Sharps shall be placed in the puncture resistant container

throughout the facilities.

b. Disposable items shall be placed in appropriate waste containers.

Disposable items include gauze, towels, cotton products, gloves,

masks and all barriers.

c. The spray, wipe, and spray technique shall be used on all touch

and splash surfaces. An EPA registered surface disinfectant

shall be applied to the surfaces to be cleaned, wiped off, and

then a second coat shall be applied to these same surfaces and

allowed to remain in a moist state for the recommended time

per manufacturer. Although the areas should remain moist,

they should not be dripping wet.

Ocean Partners Hospitality

Bloodborne Pathogens Control Program

III. HEPATITIS B VIRUS VACCINATIONS

A. All employees who have had a potential exposure to blood borne pathogens will

be offered a HBV vaccine within 24 hours of notice of exposure at no cost. This

will be communicated to employees during orientation.

Although it is not a condition of employment, Ocean Partners Hospitality strongly

encourages you to protect yourself from Hepatitis B by having and keeping your

immunization current if there is an exposure. A simple blood screening test is

available to determine if you require the vaccine.

B. Prior to receiving the vaccine, all employees will be provided with a copy of the

Bloodborne Pathogens Standard and Ocean Partners Hospitality Bloodborne

Pathogens Program.

C. If an employee refuses the vaccine, documentation must be completed. See below for a sample refusal form:

Ocean Partners Hospitality has made available to me the screening and or vaccination for HBV without cost to me.

Although I realize I am working in a position with potential risk of exposure to HBV, I

do not wish to have the blood screening or vaccination at this time.

Signature Date

Return to General Manager

Ocean Partners Hospitality

Bloodborne Pathogens Control Program

IV. COMMUNICATION OF HAZARDS

A. Labels

Universal markings (red containers) or BIOHAZARD Labels will be affixed to all containers with potentially infectious materials contained within them. Some of the containers include: Sharps Container RED CONTAINERS

B. Signs

As no laboratories or research facilities exist at OPH no signs will be posted

indicating potential exposures areas. This is due to the fact that signs are intended

for higher risk operations and to help control patient unease.

C. Employee Training

All first aid designee employees will receive initial and annual Bloodborne

Pathogens training. Training will also be given in the event of change of

assignment or process changes. This training will be completed annually by the

Workers' Comp Carrier, or internally with assistance from the local preferred

providers.

Training topics will include:

1. Copy of standard and explanation of contents

2. General explanation of epidemiology, symptoms and modes of transmission

of blood borne diseases.

3. Explanation of Exposure Control Plan with copies or where to get copies

4. PPE Information on use, storage and maintenance, disposal and

decontamination.

5. How to recognize tasks that may involve exposure

6. HBV Vaccination information

7. How to handle emergencies involving occupation exposure.

8. Exposure incident management

9. Labeling requirements

10. Question and Answer

Ocean Partners Hospitality

Bloodborne Pathogens Control Program

v. POST EXPOSURE EVALUATION AND FOLLOW-UP

Exposure Incident -- means a specific mouth, eye, other mucous membrane, and non

intact or parenteral contact with blood or other potentially infectious materials that result

from the performance of an employee’s duty.

A. Medical Evaluation and Follow-Up Procedures Immediately after an exposure incident,

the employee is required to report the exposure to their supervisor or designated person.

Designated Person will document the exposure using the Accident Investigation Form

and the exposure Incident Report. The Exposure Incident Report will at the minimum

identify: Route of Exposure Circumstances of Exposure Identification of Source

Individual

B. After the exposure incident has been filed, Designated Person will contact the source

patient to obtain consent for blood testing. Designated Person will explain the purpose of

the test (to protect employee) and that testing will be performed cost free. A follow up

letter shall also be sent with the same information. The source patient will sign a written

consent form for testing or a written denial of testing form.

C. Exposed Worker

1. If source individual consents to testing the exposed worker shall be offered

information about HIV and HBV infection, methods of preventing infection and the

HIV/HBV tests.

2. If source individual denies testing, the employee will be notified by Designated

Person and advised to obtain a blood test. OPH will pay all costs associated with the

blood tests. The appropriate forms will be provided to the employee regarding these

tests.

3. Employees will also have Evaluation of Reported Illnesses, Counseling and other

medical assistance upon need or request.

D. Health Care Provider

1. All health care professionals will be provided with a copy of this regulation and the

exposure control plan.

2. Additional information will be provided to the health care professional including:

Description of exposed employees duties

Documentation of route of exposure

Results of source individual testing’s

All relevant medical records.

3. The health care professional will provide OPH a copy of his written opinion which

will be supplied to the employee.

Ocean Partners Hospitality

Bloodborne Pathogens Control Program

VI. RECORDKEEPING

A. Medical Records

1. OPH will maintain an accurate record for each employee with occupational

exposure including:

a. Name and Social Security Number

b. Copy of HBV Vaccination Status and medical records relative to the

employee's ability to receive vaccination.

c. A copy of all results of examinations, medical testing and follow up

procedures for any exposure incidents.

d. Employer's copy of Written Opinion

e. A copy of the information provided to health care professionals for

exposure incident evaluation.

2. All employee medical records shall be kept confidential and will not be

discussed, disclosed or reported without the employee's express written

consent to any person.

3. All medical records will be maintained for a minimum of 30 years.

B. Training Records

1. Training records will include the date of training session, summary of the

contents of the training session and the names and qualifications of the

persons presenting the training.

2. All attendees to training will sign a log with name and job title.

3. Training records will be maintained for three years from the date on which

the training occurred.

C. Availability

1. All records will be available to the Assistant Secretary and the Director

for examination and copying.

2. Training records will be available upon request for examination and

copying to employees, their representatives, to the Director and Assistant

Secretary.

3. Medical records will be provided upon request to subject employees and

to anyone having the written consent of the subject employee.

APPENDIX A

UNIVERSAL PRECAUTIONS

Blood and other body fluids shall be considered potentially infectious materials. These

precautions are intended to prevent contact exposure to blood borne pathogens by an

employee via parenteral, mucous membrane and/or non-intact skin. All

consumers/clients/patients will be assumed to be infections.

It is the company's policy to treat all patients equally by following the standards for

Universal Precautions outlined in the Infection Control Protocols.

The term "universal precautions" refers to a system of infectious disease control which

assumes that every direct contact with body fluids is infectious and requires every employee

exposed to direct contact with body fluids to be protected as though such body fluids were

HBV or HIV infected. Therefore, universal precautions are intended to prevent health care

workers from parenteral, mucous membrane and non-intact skin exposures to blood-borne

pathogens.

Universal Precautions apply to:

Human blood

Human blood products

Human blood components

Human unfixed tissue and organs (living or dead) other than intact skin

All body fluid visibly contaminated with blood

All body fluids if differentiation is difficult/impossible

APPENDIX B

HAND WASHING

Hand washing is the single most effective barrier to microbial transfer.

Components of hand washing:

Water

Agent

Friction

Time

Hand Washing Technique:

Begin water flow

Remove jewelry

Moisten hands, other skin surfaces

Apply cleansing agent

Apply friction (rub)

Finger planes

Web Spaces

Fingernails

Time: Dependent upon exposure

Rinse thoroughly under running water

Dry thoroughly with disposable towels

Utilize drying towel to turn faucet to OFF position

Discard drying towel in designated container

Material Data Safety Sheets:

The Federal and state offices of OSHA require full disclosure to employees about any

hazardous substances with which they are required to work. Clearly, this specifically

applies to your Housekeeping, Food & Beverage, and Maintenance staff and could apply

to others should they come into contact with any hazardous substances in the course of

their job.

You have the Material Safety Data Sheets on the chemicals you order. These come with

the chemicals you receive. However, we are required to do more with respect to full

disclosure than simply having these sheets available and training the employees on their

use. This memo explains the extent of our obligation. Here is what you need to be doing

and you MUST document it when you do it.

1. List all hazardous substances; be sure to keep the list current.

2. Make sure that you have a Material Safety Data Sheet for all of the hazardous

substances on your list. The manufacturer will send you those you are missing.

Make sure to get one when you get anew hazardous substance.

3. Make sure all hazardous substance containers are labeled.

4. Train all of your employees on proper and safe use of all hazardous substances

before they begin to work with them. All of this information is found on the

Material Safety Data Sheets. Training is to include:

a. Chemical and physical properties of materials and methods that can be

used to detect the presence or release of chemicals (including chemicals in

unlabeled pipes).

b. Physical hazards of chemicals(e.g. potential for fire, explosions, etc)

c. Health hazards, including signs and symptoms of exposure, associated

with exposure to chemicals and any medical condition known to be

aggravated by exposure to the chemical.

d. Procedures to protect against the hazards (e.g. personal protective

equipment required its proper use, and proper maintenance, work

practices, procedures for emergency response).

e. Work procedures to follow to assure protection when cleaning hazardous

chemical spills and leaks.

f. Where Material Safety Data Sheets are located, how to read and interpret

the information on both the labels and these sheets, and how employees

may obtain additional hazard information. This would be to contact their

direct supervisor and/or the General Manager who will contact the

manufacturer if necessary.

5. Be sure you document this training (who, what, when) -everything is lost if you

fail to document this training.

6. Make sure that the Material Safety Data Sheets are easily accessible to all

employees working with these substances. The location of the documents should

be close to their immediate work area.

Key Control Program:

In order to maintain a high level of security in all areas of the hotel, management must

have a solid key control program in place. There are fundamental components to a well

managed and implemented key control program. To determine if those fundamentals are

established at your property, just answer these quick questions:

1. Are all hotel keys kept at the property?

2. Are key sign-in/out sheets used daily in all departments?

3. Are keys kept in a lockbox; and the lockbox is located in a back-of-house area?

4. Are storage room doors and closet doors kept locked?

5. Are keys labeled with a coding system, not the actual location they open?

If you answered “No” to any or all of the questions above then your hotel does not have a

well managed or implemented key control program. Listed below are steps to take in

order to ensure that your hotel has the best key control system in place to keep your

employees and guests safe. We have broken this down into two sections:

1. Implementing Property Key Control

2. Key Control for Housekeeping

Property Key Control

Follow these steps in order to organize and manage the entire properties key control

system.

Step 1. A locked key cabinet and emergency key box will need to purchased,

unless one already exists, for each hotel and placed in the back office on

the wall. Each department has its own color coded zone.

Green – Engineering

Blue – Housekeeping

Yellow – Front Office

Orange – F&B / Breakfast

Red – Administrative & All Manager / Supervisor Keys

Step 2. All of the keys used for each department (zone) listed above need to be

placed on the Key / Location Identification Sheet. See Exhibit A as an

example. You will need to walk around the property and identify every

area that each department needs access to in order to do their job.

Exhibit A:

Key / Location Identification Sheet

Zone Location Type of Key Key #

Green Maintenance Shop Metal Key #1

Green Boiler Room Metal Key #2

Green Pool Pump Room Metal Key #3

Green 5th

Floor storage Electronic Key #4

Blue Linen Closet Metal Key #1

Blue Laundry Room Electronic Key #2

Blue Luandry Chute Metal Key #3

Red

Maintenance

Engineer File

Cabinet

Metal Key #1

Red Housekeeping Office Metal Key #2

Step 3. Now that you have completed the Key/Location Identification Sheet you

can recognize what keys are being used in each department and how many

keys need to be placed on shift key rings.

Step 4. Every key that is listed on your key/ location identification sheet needs to

be put on one key ring and labeled A shift, B shift, C Shift; or how ever

many key rings you would need at one time during a day. As an Example

housekeeping will probably need 12 key rings during A shift so the

housekeeping key rings should be numbered 1-12 vs. Shift A, B or, C.

When your employees sign in for the day they will go to the front office at

each hotel and sign out which ever shift they are working. They should be

able to use that shift key ring to open everything they would need. When

they are done working it will be signed back in.

IMPORTANT: KEYS ARE NEVER TO LEAVE THE PROPERTY!

THEY MUST BE SIGNED BACK IN EVERY SHIFT. THIS IS

EVERY KEY WITHOUT EXCEPTION.

For example: Housekeeping will need to make 12-15 shift key rings for

the room attendants to use each day. Each key ring would contain an

electronic key, laundry chute key and linen closet key. These are the only

keys that the room attendants need to do their job. Once they are finished

working for the day the shift key rings will be signed back in at the front

office of the appropriate hotel. All key rings need to be attached to a

lanyard so the keys stay on the employee and are not lost. The employees

are required to keep the lanyard around their neck while they are working.

Keys should never be left on carts, in guest rooms or left out in the open.

See Housekeeping & Maintenance Key Control further below in this PAP

Step 5. All of the keys on the Shift key ring need to be color coded according to

their zone. For instance all of the keys on the housekeeping shift key rings

need to have a blue plastic cap (for metal keys – see Exhibit B) or a blue

circle sticker (applied on electronic keys). You never want to label keys

with the location that they open. Using this color coded system will be

easy for employees to recognize and no one else will understand your

system. Refer to the color zones in Step 1.

Exhibit B

Step 6. Each manager in the department will also need a key ring made with each

key listed on the key / location identification sheet in their zone and, they

will also need keys for other areas that line level employees do not have

access to. These key rings are labeled red. For example:

The chief engineer at the hotel will have a key ring with every key listed

on the key/ location identification sheet listed in the green zone (see

exhibit A above) plus a key to his / her filling cabinet and any other area

that the maintenance employees should not have access to. All of the

metal keys on this key ring will have red plastic covers; all of the

electronic keys will have a red circle sticker applied to them.

Check Point

Recap: Now you should have following:

List of all keys needed for each zone

Shift key rings created and color coded by zone

Manager key rings created by zone and color coded red

Step 7. Now that all of the employees have keys to work with and the keys are

organized and color coded, we need to talk about backups and the key

cabinet. In Step 1. we mentioned that there should be one locked key

cabinet at each hotel behind the front office. If you opened the key cabinet

you would see each of the shift key rings color coded by zone. Now you

need to create at least one back up for every key in each zone. The backup

keys should be separated by the colored zones. For instance: when you

open the lock box you will see all of the individual backup keys for the

green zone and then the green zone shift key rings and so on with the other

zones. Blue, yellow, orange, red. See Exhibit C for a suggested key

cabinet and color coded tags. The key cabinet will come with white key

tags that can be color coded with color circle stickers, however, we

suggest that you purchase the color key tags to keep things extremely easy

to use, identify and, organize. The inside panel of the key cabinet should

be used for all zone backups and they will be separated by colored zone.

The hooks on the cabinet door should be used for shift key rings again,

arranged by colored zone.

Exhibit C

Step 8. In Step 1. we mentioned that there should be one emergency key box

located at each hotel in the back office. See Exhibit D for a picture of this

key box. Inside this key box should contain a key ring with one set of

emergency keys. These keys would be used for extreme emergencies only.

The box is designed so that the glass can be broken and the keys obtained

quickly vs. searching for a key or key ring in the key cabinet. The key ring

should contain at a minimum the following:

Electronic Key Master – this key will override the deadbolt on guest

rooms and should be programmed as the emergency master in your

electronic key system

Metal key master to all storage rooms and closets

Elevator Key

Main Fire Pump Room

Fire Alarm Testing Systems

Exhibit D

Step 9. A key sign out sheet needs to be used daily for each property. All keys

taken out of the box need to be signed out at the front office and signed

back in at the end of the day. See the standard key sign out sheet. At the

beginning of every MOD shift, the manager on duty must audit each key

box and ensure that all keys are accounted for in the key cabinet with the

exception of what has been signed out at the time of the audit. The MOD

is responsible for all keys on their shift and must make sure they are all

accounted for prior to departing. If an employee or manager has left

without returning their keys, the MOD should call that employee and have

them immediately return the keys back to the property.

Step 10. This step is about organizing your electronic key masters. Each hotel has a

programming which is used to create electronic key masters. These units

are able to label in detail each and every electronic key master. It is

important that you label the Master Keys that are created because if a

guest room lock ever has to be audited we will be able to identify who was

in the room when by what key was used. Most electronic key systems will

allow you to write out a full name, if not then create a coding system of

some kind. Their should only be two people allowed to program master

keys at the property and one of those people should be the chief engineer.

Everyone that uses the key machine (front office employees, management,

and engineering) should have their own individual codes to access the

machine and perform functions. This will eliminate a lot of confusion if a

lock ever has to be audited. There should be master keys for these

positions / uses:

General Manager

Manager On Duty

Executive Housekeeper

2 to 3 Housekeeping Supervisor or Room Inspector

10-15 Section Masters – these would be programmed for specific guest

room access and are the keys room attendants would use

Chief Engineer

5 – Gen Maint

Front Office Master

Sales Master

Key Control for Housekeeping

The housekeeping department has access to many restricted areas at the hotel. For their

own safety and the safety of guests, it is important that all staff understand the

appropriate policies and procedures for all keys used in the department. The items listed

below are basic procedures that take place at almost every hotel.

When staff start work each day they should be assigned a key with a number or

code on it. They should always sign their name, key number and the time they

checked-out the key on a key sign out sheet. At the end of their shift all keys

should be returned to the manager and employees need to sign their name and

time stating what time the key was returned. Keys should never be taken home.

Keys should never be labeled with the location or description of the area they

open. If the keys are dropped and found by guests, then guests have access to

restricted areas.

While employees are working through out the hotel all keys should be kept in

their uniform pocket and or attached to their uniform. Having keys attached to the

uniform is the best way to ensure the keys are not left in the open and keys are not

lost. Keys should never be left on maid’s carts or work carts.

If keys are left in guest rooms after the guests have departed, the room attendant

should put the keys in their uniform pocket. During their lunch break all keys

should be returned to the supervisor or front desk. This is extremely important

since some keys may be programmed for a longer period of time then the guests

decided to stay, so they will still work. If these keys are left on maids cart any one

could access a guestroom with out anyone knowing.

What to do if a guest states they are locked out of there room? Even if a person

claims to be a guest and is walking around the hallways trying to get into a room

you should never let them into any restricted areas especially guest rooms. Tell

them that for their safety they need to go to the front office to verify their

identification before receiving another guest room key. This may make the guest

irritable and frustrated so you must apologize for the inconvenience and reinforce

that they must go to the front office for their safety.

What to do if a person approaches the room you are cleaning and says it is there

room? You must not allow the person to enter the room. You do not know if they

really are the guest occupying that room. You must ask the guest for their key and

open the door using their key. If the key works then they may be allowed to enter

the room.

What to do if a person, such as visitor, approaches you in the hallway and needs

to enter a guest room? You should never ever let people into any restricted areas

of the hotel. You must tell the person that they need to go to the front office and

be announced as a visitor.

Other Key procedures for Housekeeping Management:

All keys should be labeled with a code not the actual location or space the key

opens.

Key rings should have only the minimum keys required for that employee to use.

For example a room attendant’s key ring should only have a guest room key,

laundry chute key and, storage room key. They do not need access to maintenance

closets or other areas of the hotel that are not used to perform their job.

Housekeeping management will need to define what keys should be assigned to

each key ring.

All keys should be on a lanyard or key extender ring. These two options allow the

keys to be on the employee’s person and are more likely not left on maid’s carts

or in rooms. It is also helpful especially for room attendants that the uniforms

have pockets to keep keys on their person.

Keys should never leave the property. All keys should be inventoried and locked

in a secure place at the end of each day. It is important that a manager or

supervisor inventory the locked box for all of the keys in your department. To do

this a Key Audit sheet must be created which is a list of all of the keys used in the

department and a date column so you have a record that the keys were inventoried

each day. The list should be typed. If any of the keys are missing they must be

found immediately or locks must be re-keyed or changed completely.

A new key sign out sheet should be used daily. The sign out sheets should be filed

by date for one month and kept in an immediate area such as the housekeeping

office. After one month the key sign out sheets should be removed and stored

with other hotel records for that month.

Overview

The resurgence of bed bugs is a growing problem for the hotel industry. Over the past

decade, bed bugs have begun to make a comeback across the United States. They are

most frequently found in dwellings with a high rate of occupant turnover; such as hotels,

dormitories, apartments, prisons and health care facilities. Bed bug activity can result in

customer dissatisfaction, lost business and lawsuits.

In this section you will learn about the following:

Bed Bug Basics

Bed Bug Life Cycle

What to do if you think you found bed bugs?

Inspecting the room for Bed Bugs

Clean Up Tips

Inspection Forms

Bed Bugs

Bed Bug Basics:

Bed bugs are wingless insects that live in cracks of furniture, folds of mattresses and

box springs, and behind walls. Adult bed bugs can live up to a year and a half,

frequently feeding on your guests.

Their bodies are broad and flat. Adults are 4-5 millimeters in length, 3 millimeters

wide and reddish brown in color. Their eggs are white, oval and about 1mm in length.

They feed mainly on the blood of humans, but will seek a blood meal from other

animals as well. Bed bugs do not attach themselves to pets. They will only feed on

pets if they are starved. They prefer to feed at night and are able to live several

months without a meal.

The adult female requires a blood meal prior to laying eggs. There is no specific

pattern to where the eggs are laid, but most often they are found near the bed bug’s

harborage site. Female bugs can lay up to 500 eggs in their lifespan. Fertile eggs

hatch approximately 10 days after being laid but can be viable for up to 28 days.

Under consistently moderate room temperatures and an adequate food supply, bed

bugs will live over 300 days. Low temperatures and inconsistent food supply can

actually extend the life span of stressed bed bugs. In these conditions, bed bugs enter

a semi-hibernation period that may extend their lifespan up to a year and a half.

Temperatures held at 111 -113◦ F for 15 minutes will kills bed bugs. Sixty minutes is

required to kill eggs at this temp.

Bed bugs are spread through travel, as they hitchhike with luggage, clothing, bedding

and furniture. They prefer to live in walls, mattresses and furniture. Signs of a bed

bug infestation include rusty spots of blood stains on bed linens, mattresses and

headboards. They do not occur naturally away from man and typically will be found

only in structures occupied by man (home & businesses)

Life Cycle of the Bed Bug

*Actual Adult

Size

Image from www.entm..purdue.edu/publichealth/resources.html

What to do if you think you found bed bugs? Notify your supervisor immediately. These pests are very hard to identify as there are

other species that resemble bed bugs.

Inspecting the room for bed bugs:

Inspect furniture, mattresses, box springs, closets and bed lines for possible

infestations Use the attached inspection charts to sweep every inch of the room.

Remember bed bugs are millimeters and they are flat so they can fit almost

anywhere.

If a suspected infestation occurs, contact your pest control provider immediately

for further planning and guidance.

Clean Up Tips:

Remember that your pest control provider will have detailed instructions for you to

follow. These are additional tips to remember. These tips are not to be followed as a full

extermination or treatment of bed bugs:

Once the room is deemed as clear the cleaning process may begin starting with

brushing all furniture and bedding with a strong bristly brush, focusing on cracks

and crevices in all furniture, corners, base boards, carpet joints, bed rails, fixtures

and so on.

Vacuum room utilizing a wand attachment focusing on all mattress tufts, folds,

cracks and crevices

Vacuum all carpets completely three times.

Vacuum all picture frames, head boards, door frames, outlets, light fixtures, and

fire suppression systems.

All items that can be laundered need to be removed this would include: mattress

pads, sheets, blankets, comforters, drapes, sheers, towels, rugs, furniture covers,

bed skirts etc. Some items may be needed to be thrown away or you can choose to

throw them away. If these items are not thrown away then they need to be washed

in dried in a hot cycle.

Discard old pillows in sealed plastic bags.

Remove old bedding, furniture, fixtures, and so on when suggested by pest

control provider (usually in severe infestations)

Steam cleaning mattresses may be in order depending on the severity of the

problem. (blood stains may be observed on the mattress)

Mattress and box spring may have to be discarded if so these items should be

encased in plastic bags and sealed. The mattress and box spring should be encased

in the plastic bags inside of the room and then discarded. If you move the

mattresses before you encase them you are opening up many areas of your hotel

for infestation. Your pest control provider should be able to offer you information

on mattress and box spring bags.

Inspection Form Room # Date / Time: Completed By:

Inspection Summary

Done = Inspection & Evidence Key Location

No Evidence Found

Live Insects = L

Dead Insects = D

Skin Castings

Eggs = E

Fecal Matter = S

Blood Stains = B

Inspection Detail

Done = Bed 1 Evidence

Bedspread

Blanket

Top Sheet

Pillow Case

Pillow

Fitted Sheet

Mattress Cover

Mattress

Bed Frame

Box Spring

Head Board

Done = Bed 2 Evidence

Bedspread

Blanket

Top Sheet

Pillow Case

Pillow

Fitted Sheet

Mattress Cover

Mattress

Bed Frame

Box Spring

Head Board

Done = Head Board Wall Evidence

Lamps/ Lampshades

Night Stands

Clock/ Radio

Telephone

Bible

Hotel Literature

Base Board

Picture/ Mirror/ Frames

Wall Paper

Ceiling

Done = Far Wall Evidence

Closet

Suitcase Rack

Base Board

Wall Paper

Ceiling

Armoire

Dresser

Desk

Chair

Base Board

Picture/ Mirror/ Frames

Wall Paper

Ceiling

Done = Exterior Wall Evidence

Draperies

Base Board

Chairs

Tables

Picture/ Mirror/ Frames

Wall Paper

Ceiling

Done = 4th Wall Evidence

Picture/ Mirror/ Frames

Base Board

Wall Paper

Ceiling

Sofa

Chairs

Table

Done = Bathroom Evidence

Sink Cabinet

Mirror and frame

Base Board

Wall Paper

Ceiling

Terry

Shower Curtain

Floors

Done = Guest Belongings Evidence

Suitcases

Hanging Items

Dresser Items

Computer Bag/ Briefcase

Done = Housekeeping Items Evidence

Rollaway

Cribs

Spare Bedding (pillows / blankets)

Maids Cart

Code Red Procedures

Our Business operates twenty-four hours a day, seven days a week. The Code Red

procedures include the very basic general information necessary in the event of most

emergencies at your hotel. The hotels Emergency Handbook has more complete and

detailed instructions for you to follow in the case of an emergency. It is important that

these procedures be thoroughly understood to ensure competent performance regardless

of the nature of the emergency with which you and/or other employees are responsible

for.

There is a Code Red stand in each department at the hotel. The stand contains ten

different emergencies cards that can happen and the steps that you need to take. Please

review each of the cards with your department head so you understand the steps

completely.

Cost Controls

Staffing & Scheduling Guidelines

The key controllable expense in housekeeping is payroll. There is a specific formula for

managing this expense and if it is followed then this department will be profitable.

The formula works as follows:

One Room Attendant for 15 rooms to be serviced, with a maximum of 16

rooms in 8 hours

30 minutes average POR (Per Occupied Room)

No more than 7 minutes for laundry POR (Per Occupied Room)

The first opportunity is when the schedule is produced. All schedules should be

based on occupancy. This is critical to managing proper staffing levels. To do this

an accurate forecast must be done by the Front Office Manager. We recommend

the format as shown in Exhibit (1). As soon as the forecasted number of rooms

can be established then the schedules should be based on this demand. Once again

use the above ratio of one Room Attendant per fifteen occupied guest rooms.

Every process in housekeeping is designed to meet this formula. The quicker the

staff can get into the rooms and clean them, then the less payroll hours that are

consumed.

Management must monitor this on a daily basis. When room assignments are

given out then the expected time of completion should be noted on the Room

Assignment Sheet. As the Inspectors work throughout the day, they should check

to make sure each Room Attendant is on schedule. If someone is “lagging” behind

then additional help can be directed his or her way.

The housekeeping hours should be tabulated and the minutes per occupied room

calculated. This should be done on a weekly basis at a minimum. If problems

exist it may be done daily. This will allows managers to make adjustments to

upcoming schedules so as to maintain a targeted budget.

Example

Total housekeeping hours= 800

Multiplied by 60 minutes per hour = 48000

Divided by Number of occupied rooms 1600

= Average Minutes POR (Per Occupied Room) 30

Exhibit (1) 10-Day Forecast

HOTEL NAME:

HOTEL CITY:

NUMBER OF ROOMS:

10 DAY FORECAST

DAY Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday

DATE 06/07/02 06/08/02 06/09/02 06/10/02 06/11/02 06/12/02 06/13/02 06/14/02 06/15/02 06/16/02

OCCUPIED ROOMS NIGHT BEFORE 0 0 0 0 0 0 0 0 0 0

CHECK-OUTS 0 0 0 0 0 0 0 0 0 0

RESERVATIONS 0 0 0 0 0 0 0 0 0 0

ESTIMATED WALK-INS 0 0 0 0 0 0 0 0 0 0

FORECASTED OCCUPIED ROOMS 0 0 0 0 0 0 0 0 0 0

OCCUPANCY PERCENTAGE #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

ESTIMATED ADR 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

FORECASTED ROOM REVENUE 0 0 0 0 0 0 0 0 0 0

FOR FOOD & BEVERAGE:

AVERAGE # GUESTS PER ROOM 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

FORECASTED GUESTS 0 0 0 0 0 0 0 0 0 0

FOR HOUSEKEEPING:

CHECK-OUT ROOMS 0 0 0 0 0 0 0 0 0 0

STAYOVER ROOMS 0 0 0 0 0 0 0 0 0 0

GROUPS ARRIVING DURING 10 DAY FORECAST PERIOD

Name Arrival # Nights # Rooms

VIPs ARRIVING DURING 10 DAY FORECAST PERIOD

Name Arrival # Nights # Rooms

Some additional key points about controlling housekeeping labor:

Make sure no one clocks in before their scheduled time.

Once clocked in, Room Attendants should report immediately to work with no lag

time for socializing.

Meal breaks need to be kept on time.

When the shift is over ladies need to promptly finish up and clock out. Once again

do not allow time for lagging and chatting about the days work.

If you have a challenge of getting the team focused on their time, display a chart

and track their time on a daily basis. Make it fun with a prize for “most improved”

or an over all “Team Goal”

We recommend that you pay an incentive for reaching targeted time. The Room

Attendants at American Hospitality Management are paid a $.10 an hour bonus

for every minute under 35 minutes (including laundry) that the team achieves

during a month. This is a great incentive for the staff to perform and with a

payroll that is running that efficiently, there is enough savings to pay the bonus

and still maintain departmental profit.

Look for “Time Robbers”. This can be watching TV in the rooms or listening to

the radio, visits from friends or families, telephone calls, wandering around

“looking for supplies”. A work culture that has a sense of urgency should exist

and this has to be woven into the daily operation.

Make sure that all systems are in place and adhered to. If the Houseman does not

stock the carts properly or at all, then the whole system fails, inspect what you

expect!

Introduction to Purchasing

Efficient purchasing practices can make a significant contribution to the Executive

Housekeeper’s role in controlling housekeeping expenses. In fact, the most controllable

expenses under the Executive Housekeeper's responsibility involve the various items

whose inventories are maintained by the housekeeping department.

Inventory control procedures enable the Executive Housekeeper to know when to buy

and how much to buy for each inventoried item. Deciding what to buy, whom to buy it

from, and exactly how to purchase it requires careful consideration on the part of the

Executive Housekeeper. Although the actual purchasing may be done by the hotel's

purchasing department, quantities and specifications are submitted to the purchasing

department by department heads. When ordering items for the housekeeping department,

the Executive Housekeeper will need to fill out and sign a purchase order. This order

form then has to be approved by the controller and general manager. For all items

purchased for the housekeeping department, the recommendation of the content,

quantities and source of a purchase is made by the Executive Housekeeper. Although

various properties have various procedures for processing and approving purchases the

evaluation of what's needed, when it's needed, how much is needed, and from whom it is

needed fall under the responsibility of department heads. The Executive Housekeeper

needs to know how to obtain the best value when purchasing the items needed by the

housekeeping department.

Purchasing Linen

The Executive Housekeeper is expected to carefully select suppliers and linen products to

ensure that the hotel receives good value for money spent. The most important

considerations are the suitability of the products for their intended uses and whether the

products are economical. Regarding linen, the expected useful life of the linen is often

more important than purchase price in determining whether alternative products are

economical or not. The cost of laundering linens over their useful life is usually much

greater and more important than their initial price. The life span of linen is measured in

terms or how many times it can be laundered before becoming too worn to be suitable for

guestroom use. Linen that is purchased at bargain prices but that wears out after only

moderate laundering will damage guests' perceptions of quality, increase annual usage

rates, and increase costs in the long run. Durability, laundry considerations, and purchase

price are the main criteria to use in selecting linen. A cost per use can be calculated in

order to evaluate alternative linen purchases using the following formula:

Cost per use =

Purchase Cost + Life span Laundering Costs

Number of Life span Laundering

The laundering costs over the life span of a linen product can be determined by multiplying the item's weight by the hotel’s laundering cost per pound-and then multiplying again by the number of launderings the item can withstand before showing excessive wear.

When orders of new linens are received, shipments should be checked against purchase orders and inspected to ensure that the linens meet all quality and quantity specifications. Newly received linen orders should be immediately moved to the main linen room for storage. In the main linen room, new linens that have not yet been put into service should be stored separately from linens that are already in use.

Inventories for all new linen received and issued at the hotel should be kept on a perpetual basis. This means that a running count should be kept for on-hand quantities of every type of new linen stored in the main linen room. The inventory record should show the linen type, specific item, price, storage location, and dates of ordering and receiving. As linen items are put into service to replace worn, dam-aged, lost, or stolen linen, the quantity recorded on the perpetual inventory record should be adjusted accordingly. See Exhibit A for a linen inventory Sheet. The Executive Housekeeper is responsible for placing new linen in use on an as-needed basis to maintain the par level for each linen item. Issuing new linen to be used in daily operations typically occurs each month on the basis of shortages revealed by a physical inventory. New linen may also be issued between physical inventories to replace discarded linens. Some hotels inject a predetermined quantity of new linen into circulation at pre-established intervals based on past usage rates. New linens should be placed into service all. A "first-in, first-out" basis. New linen not in service should be under the control of the Executive Housekeeper or laundry manager in the main linen room or another secure place. Purchasing Operating Supplies

Some hotel chains have centralized, national purchasing systems for major house-

keeping items in order to achieve quantity discounts. Other hotels may join together in

purchasing groups to achieve savings on bulk purchases of commonly used items. But,

for the most part, operating supplies are purchased by the individual property and with

the direct involvement of the Executive Housekeeper.

Inventory tracking forms can be used to create an exhaustive list of operating supplies

that the Executive Housekeeper will need to purchase on a regular basis. Inventory

control procedures will show how often and in what quantities supply items will need

to be purchased to maintain par levels. Usage rates and cost-per-occupied-room

figures can be determined from the inventory records. This information can form the

basis for an effective purchasing system. By following careful purchasing procedures,

the Executive Housekeeper can help the hotel control costs while ensuring that

adequate supply levels are maintained.

Before buying any product, the Executive Housekeeper should obtain samples in order

to test the product and determine whether it meets specifications. Suitability for the

intended task, quality, ease of handling, and storage requirements are just as important

as the price in determining whether a product is economical.

Value-not price-should be the leading consideration in making purchase decisions. An

inexpensive cleaning agent that has to be used in much larger quantities than a more

expensive one may actually cost more in the long run.

Bidding Process

The crucial concern is to obtain the best value for the money, selecting the right

vendors can often make the Executive Housekeeper's purchasing systems more

efficient. The Executive Housekeeper needs to competitively shop suppliers and

vendors for the products to be purchased on a regular basis. When asking for price

quotations, the Executive Housekeeper needs to be as precise as possible regarding

such specifications as weight, quality, packaging, size, concentration, quantities, and

delivery times. In evaluating alternative suppliers, the Executive Housekeeper needs to

be concerned with how well the supplier will service the hotel's account. It is impor-

tant that the vendors selected appreciate the operations of a hotel's housekeeping

department, fully understand the products they sell, and be able to provide dem-

onstrations and even training in how to use the products. It is not unusual for the

Executive Housekeeper to select one vendor for all guest supply items, another for

cleaning products, and still another for all paper products. By limiting the number of

suppliers with whom the housekeeping department has to deal, the Executive

Housekeeper can streamline the purchasing process, reduce paperwork, and use time

more efficiently.

All housekeeping supplies, linens, and equipment are to be bid out every six months.

This will provide the best pricing for the hotel and keep the current vendors of the hotel

working competitively to keep your business. This also makes the Executive

Housekeeper aware of any alterations in pricing. Bidding should come from three

different vendors so that the hotel has a sampling of a variety of vendors. Make sure

that new vendors are considered and put in the mix. Quite often our hotel management

gets comfortable with a specific vendors or a particular sales person and is reluctant to

bring in new companies. The responsible Executive Housekeeper always remember

that they are obligated to control expenses and controlling purchasing and getting the

best possible value from vendors is one of the essential ways to make this happen.

The bidding is done via a Vendor Pricing Analysis spreadsheet so that all products are

listed on the left and a column for each vendor is listed next to it. This pricing method

should be done every six months and maintained on file.

We suggest the following example:

Vendor Pricing Analysis

Date:

Hotel:

Product Weight Pack Vendor #1 Vendor #2 Vendor#3

In addition, concentrating business with a limited number of suppliers often achieves greater purchasing-and thereby bargaining-power, resulting in improved quantity discounts and better service. Another consideration in selecting vendors is whether they will be able to stock the products the hotel purchases at their own warehouse facilities and drop ship the products to the hotel on an as-needed basis. This enables the Executive Housekeeper to achieve savings by purchasing products in bulk whenever possible and, at the same time, solve the problem of limited storage space. In the process of reordering operating supplies, the Executive Housekeeper needs to periodically reevaluate the suitability of existing products for their intended purposes. Meeting with housekeeping staff who use the product can help determine any problems that may lead to a reconsideration of quality or functionality. The functionality of the product should be tested, and the Executive Housekeeper should determine whether the existing specifications for the product should remain the same. Alternative products should be investigated and compared to existing products in terms of performance, durability, price and value. Worksheets can be used to monitor usage rates and costs for the various types of operating supplies kept in inventory. Exhibit 6 illustrates one such worksheet for tracking the use of various chemical cleaners. For each product the Monthly Chemical Use Report identifies the vendor, the product name, and its intended use. Each month, physical inventories provide the Executive Housekeeper with information concerning how many purchase units of each chemical cleaner have been used. Multiplying the number of units used by the cost per unit yields the total cost of the product used during the month. Dividing the total cost by the number of occupied rooms yields a cost per occupied room figure for each product. By reducing the size of each purchase unit (e.g., gallons, cans, pints, quarts) to a common-sized unit (e.g., ounces) and multiplying the number of purchase units used by the common sized amounts, the total amount used for each product can be determined in terms that render the different-sized products comparable.

After using a common measure to calculate the actual amounts used, the Executive Housekeeper can divide by the number of occupied rooms to determine the usage of each product per occupied room. In this way the Monthly Chemical Use Report enables the Executive Housekeeper to compare the relative efficiency of using various products for similar tasks. By comparing the costs per occupied room and the usage per occupied room achieved by alternative products, the Executive Housekeeper can evaluate which products yield greater cost savings and make purchasing decisions accordingly.

Managing Inventories Establishing Par Levels for Linens

The first task in effectively managing linens is to determine the appropriate inven-

tory level for all types of linen used in the hotel. It is important that the inventory

level for linens is sufficient to ensure smooth operations in the housekeeping

department. Shortages occur when the inventory level for linens is set too low.

Shortages disrupt the work of the housekeeping department irritate guests who have

to wait for cleaned rooms reduce the number of readied rooms, and shorten the

useful life of linens as a result of intensified laundering. Although housekeeping

operations run smoothly when inventory levels are set too high, management will

object to the inefficient use of linen and to the excessive amount of cash resources

tied up in an overstock of supplies. The par number established for linen inventories

is the standard stock level needed to accommodate typical housekeeping operations.

One par of linens equals the total number of each type of linen that is needed to

outfit all guestrooms one time.

One par of linen is also referred to as a house setup. Clearly, one par of linen is not

enough for an efficient operation. Linen supplies should be several times above what

is needed to outfit all guestrooms just once. Two par of linens is the total number of

each type of linen needed to outfit all guestrooms two times; three par is the total

number needed to outfit all guestrooms three times; and so on. The Executive

Housekeeper must determine how many par of linens are needed to support efficient

operations in the housekeeping department.

When establishing a par number for linens, the Executive Housekeeper needs to

consider three things: the laundry cycle, replacement linens, and emergency

situations. The hotel's laundry cycle is the most important factor in determining

linen pars. Quality hotels change and launder linens daily. At any given time, large

amounts of linen are in movement between guestrooms and the laundry. When set-

ting an appropriate linen inventory level, the Executive Housekeeper must think

through the laundry cycle in terms of the hotel's busiest days-when the hotel is at

100 percent occupancy for several days in a row. If housekeeping manages an effi-

cient on-premises laundry operation, the laundry cycle indicates that housekeeping

should maintain three par of linens: one par-linen laundered, stored, and ready for

use today; a second par-yesterday's linens which are being laundered today; and a

third par-linens to be stripped from the rooms today and laundered tomorrow.

Executive Housekeepers also need to figure in guest requests for extra linens, and

linens for rollaway beds, sofa beds, and cribs.

The second factor to consider when establishing linen par levels is the replacement

of worn, damaged linen, or stolen linen. Since the linen losses vary from

property to property, Executive Housekeepers will need to determine a

reasonable par level for linen replacement based on the property’s history. The

need for replacement stock can be determined by studying monthly, quarterly, or

annual inventory reports on which losses and replacement needs are

documented. A general rule of thumb is to store one full par of new linens as

replacement stock on an annual basis. Finally, the Executive Housekeeper must

be prepared for any emergency situations. A power failure or equipment damage

may shut down a hotel’s laundry operation and interrupt the continuous

movement of linens through the laundry cycle. The Executive Housekeeper may

decide to hold one full par of linens in reserve so that housekeeping operations

can continue to run smoothly during an emergency.

Exhibit 1 Sample Par Calculation

Therefore, the hotel's laundry cycle, linen replacement needs, and reserve stock for

emergencies suggest that a minimum of five par of linen should be maintained on an

annual basis. Properties using an outside commercial laundry service will need to

add a sixth par to cover linens in transit.

Exhibit 1 illustrates a sample par calculation for the number of king-size sheets

required for a hotel with 300 king-size beds. In this example, 3,000 king-size sheets

should be in the hotel linen inventory at all times. Similar calculations need to be

performed for every type of linen used in the hotel. Both Properties are to maintain

a 2.5 Par Level.

See the following exhibits in the Housekeeping Checklists & Forms section at the end of

this document:

Exhibit A for a Linen Inventory

Exhibit B for a Lost Linen form

This is a sample calculation of how to establish a par stock level for king-size sheets for a

hotel that uses an in-house laundry operation and supplies two sheets for each of the

property's 300 king-size beds.

300 king-size beds x 2 sheets per bed = 600 per par number

One par in guestrooms 1 x 600 = 600

One par in floor linen closets 1 x 600 = 600

One par soiled in the laundry 1 x 600 = 600

One par replacement stock 1 x 600 = 600

One par for emergencies 1 x 600 = 600

Total number 3,000

3,000 sheets / 600 sheets/par = 5 par

Housekeeping Storage & Back of House Areas

Any storage room, closet, laundry room or, office is typically labeled as a “back of

house” area at a hotel. The back of the house should be kept just as tidy, clean and,

organized as the front of house area at a hotel for two reasons.

1.) Time is wasted when things are not organized and clean

2.) Guests may see into these restricted spaces as they are passing by.

Any front of house areas would be places such as, lobby, front desk, breakfast room, etc.

Basically any area that is in guest view or a guest has access to during their stay. Even a

glimpse into a storage closet can leave a lasting impression on a guest. It is your

responsibility to make sure these areas are always clean, organized, safe and, are in good

appearance. Many of these areas become so unorganized that they are wasting space and

time instead of doing there actual job of storing department products in an organized

fashion for quick and easy access. They also become dirty and if left without attention for

very long can become dangerous for employees to work out of.

In order to manage the back of house areas at your hotel there are a few key steps that can

be taken. These steps are outlined below

1. First identify all back of house areas. Take a blue print of your property and

number or label all of the storage rooms and closets.

2. Determine what the best use of the space is for each room or closet. As you

determine what the space will be used for it is important to note if any of the

rooms have structural items that can not be moved and or require specific

attention. For example electrical breaker boxes, these sorts of items require a

certain amount of free space to be withheld around the box. That may impact your

storage management.

3. Clean out the space. Remove all objects from the space to clean and repair

necessary items. This is also a good time to paint things if necessary and throw

away old junk that has collected over time and the hotel doesn’t need or use

anymore.

4. Re-stock the space with the appropriate supplies or equipment that was

determined in step two.

5. Label the storage room door and place an inventory sheet on the inside of the door

which notifies all employees of what is in the space. The shelves should also be

labeled with the specific items located in the storage room. These inventory sheets

should be updated as things are removed and used.

6. Create a cleaning schedule to ensure that the storage rooms are cleaned and

inspected daily or weekly as needed.

Housekeeping Guest Room Floor Storage:

Typically there are storage rooms on each guest room floor of a hotel. These spaces

should be set up and used to service the guest rooms for that floor or immediate space.

Remember housekeeping is measured and graded on efficiency so the quicker and easier

it is for the room attendants, houseman and, other staff to turn around guest rooms the

better the department will look as a whole. A big component to cleaning a guest room is

the flow of linen and product to and from the guest room. This particular process can eat

away lots of time if the department does not have organized systems and functional

storage rooms. In order to setup your guestroom floor storage you need to decide how

many rooms will be serviced from each storage room. Once you have decided that then

you can figure what the minimum linen supplies, cleaning supplies, guest supplies and,

maids cart supplies, if necessary, are needed in the room. After you have figured these

numbers then you can stock the space and maintain a PAR Level sheet on the back of the

door. This sheet will let the houseman know which items and how many need to be in the

storage room at the beginning and ending of each day.

The following are keys items that need to be used and remembered when setting up

housekeeping guest room floor storage.

o All storage rooms on a guest room floor should be labeled (named) and have

an inventory sheet on the inside of the door indicating what the supply and

linen par levels are. The doors to these spaces should always be kept locked.

o During housekeeping department hours (8:00AM – 4:00PM) these spaces

should only house a certain amount of linen, cleaning supplies and guest

supplies for the room attendants to service an amount of guest rooms within

the immediate area. They should also be set up as the drop off and pick up

points for dirty laundry and trash. If the hotel has a laundry chute then all

laundry should be dropped down the chute. If the hotel doesn’t have a laundry

chute then the storage rooms should contain two linen trucks one for dirty

laundry and one for trash. This keeps dirty laundry and trash from piling up in

the hallways which is in the guest view.

o The linen/trash trucks should be placed in the storage rooms after

housekeeping has start cleaning in the morning and they have removed their

maids cart from the room. The linen / trash trucks need to be removed from

the storage closet when the last round of trash and laundry has been picked up

from the space and before the room attendants stock and store their maids cart

for the evening.

o The houseman’s responsibility is to make rounds to these pick up points and

remove the soiled linen and trash and drop off fresh clean supplies for the

room attendants to use. Remember the room attendants should never stop

cleaning rooms to run dirty laundry or trash or retrieve fresh supplies. They

must continuously clean guest rooms.

o During non housekeeping hours these rooms should house the maid’s carts.

When a room attendant has finished everything on his / her room assignment

the cart should be taken to the storage room and re-stocked completely with

linen and guest supplies. The cleaning caddy should be taken the central

location where chemicals can be refilled.

Additional housekeeping storage needs:

o Master Linen Closet - This closet would house all new purchased linen that has not

been opened. Only one to two people should have access to the room and strict

inventories need to be kept over the room. Anything that goes in or out of the room

should be recorded on a linen / supply request sheet.

o Rollaway & Crib Storage – depending on the size of your guestroom floor storage

areas you may have room for roll-away beds in these spaces.

o Pillows, blankets, mattress pads, comforters – only a limited number of each of these

items should be placed in each of the guest room floor storage spaces. If you separate

these items over the various guestroom floor storage spaces you will not have to

waste one storage closet with just these items.

Laundry

Program

Laundry Schedule

Staff members in this position process all the laundry for the hotel This includes the

filling and operation of the machines, the quality control of the preparation of the linen,

and the control of the stock and inventory of linen.

Below is an example of a typical day for a laundry attendant:

11:00am - Laundry Attendant arrives and checks with the Executive Housekeeper

for any key items or projects for the day.

11:15am- Checks all chemicals for laundry machines, then sorts and loads

machines to capacity.

11:45am- While the first load is washing, start stain treatment on any linen to be

reclaimed. Make sure carts are in place and shelves are prepared to process linen

after washing.

12:00pm- Process laundry

1:00pm- Restock maid’s carts while Room Attendants are at lunch

2:00pm- lunch

3:00pm- Clean Dryer filters and continue to process laundry

4:00pm- Start restocking carts for days end. Make sure all carts are wiped clean

prior to stocking and all carts are stocked identically.

6:00pm- Check with front desk for any special services or guest assistance needs

7:00pm-Complete all laundry and finish restocking store rooms and maid carts

8:00pm- Shift ends

The key to the laundry operations is efficiency. Wasted steps equal wasted time, and

wasted time equals wasted money. This means that everything processed is done with the

idea of getting the rooms cleaned as quickly as possible so that they can be returned for

rental and done with the least amount of payroll used.

Exhibit (A) the Flow of Laundry

The Restocking Operation

(For this entire section refer to diagrams below)

The physical layout of the two Ocean Partners Hospitality Hotels requires that all

movement of operating product be done in an efficient manner. If not great amounts of

time is wasted running around the complex to restock and retrieve linens and supplies.

Remembering that time is money, the following process is to be used to maintain the

operation in an efficient manner.

Storage Rooms

Around the various building there are located storage rooms. These rooms are to be used

as holding areas to service the rooms in their immediate area. This means that each room

must be able to have in storage:

o Linens

o Guest supplies (shampoo, toilet paper, etc)

o Cleaning supplies (Ecolab products used to clean the room)

o Roll away beds for guest use

o Cribs for guest use

Additionally, it is the place where soiled linens and trash are kept until it is ready to be

moved at the end of the day.

The specific schedule for this program is as follows:

Beginning of the day

o After receiving their room assignments the Room Attendants go to their

Maid’s closet and retrieve their already fully stocked cart.

Throughout the day

o The Houseman makes routine checks to restock the cart from the closet, and

to deliver soiled linen and trash to the bins in the closet.

o At lunch the maid’s cart is placed in the closet and the houseman restocks

again.

Days End

o The Maids return their carts to the closets.

o The Houseman removes all soiled linen and trash from the closets

o The Maids Carts are restocked for the next day (this is typically the night

maid, laundry, or night houseman)

o

STORAGE ROOM LOCATIONS

9

1 5

3 4 2 6 7

8

10

11

1 = A Bldg-Up 5 = B Bldg-Up 9= Tower 3rd

- 8th

Floor

2 = A Bldg-Down 6 = B Bldg-Down 10 = Tower 6th

Floor

3 = A Bldg-Down 7 = B Bldg-Down 11 = Suites 2nd

– 5th

Floor

4 = A Building-Up/Down 8 = C Bldg-Up/Down

STORAGE ROOM LOCATIONS

1

4 3

2

1 = Main Bldg-Down 2 = Main Bldg-Up

3 = Efficiencies-Up 4 = South Bldg-Up/Down

5500 NORTH CORP

TRASH

LINEN SETS

DIRTY

LINEN

GU

ES

T

SU

PP

LIE

S

SPACE FOR

ROLLAWAYS

AGAINST WALLS

Layout for Typical Maid’s Closet *

*Exact Placement may vary depending on exact dimensions

of the closet.

Laundry (continued)

There are some basic standards that should be followed to make this efficiency happen:

All laundry is done to completion every day. Not only is it good for the operation,

but this helps maintain the quality and life of the linen. Observe the basic flow of

laundry in Exhibit (A) “The Flow of Laundry”:

The Laundry Attendant and/or the Houseman stock the Maid’s carts for them.

That way their time is spent cleaning rooms and not looking for stock and loading

carts.

All carts should have spring-loaded bottoms to keep the laundry close and to save

on the wear and tear on the staff.

All laundry is to be sorted into terry (towels, wash cloths, hand cloths) or percale

(sheets, pillow cases).

Washing machines should be stuffed full. Linen will clean very well this way and

you get maximum production out of your cycles.

Bed linens should be folded into sets. A set includes a top sheet, a bottom sheet,

and pillowcases needed for each bed type. This allows for all linen to be carried to

the bed in one trip and easily made on the bed.

All carts should have canvas bags on each end of the cart. One is for dirty laundry

and one is for trash.

Since all laundry is done to completion each day the laundry shift starts at

11:00am. This later time allows for the first load of dirty laundry to come down

from the rooms. This also allows for extra time after the completion of the rooms

for the laundry attendant to complete all laundry and stock the carts for the next

days work.

When processing laundry, observe proper fabric care and handling. This will best

preserve the life of the linen and prevent unnecessary destruction of linen.

Laundry Room Procedures

Repairs By using a work order, report all mechanical problems to the

Chief Engineer.

Major Repairs Problems of a more serious nature such as electrical, water

spillage, machine breakdown, etc. must be reported

immediately to the Engineering Department.

Lint Build Up Lint build up on dryers, folders, and ironer should be

reported to the Laundry Manager for cleaning. This should

be done as often as necessary to keep the equipment

relatively free of lint.

Chemicals Chemical vendor comes once a week to check all dispensing

machines and/or answer any washing questions you may

have.

Fire In the event of fire, evacuate IMMEDIATELY and then

report it to the hotel operator by dialing “0”. In the event of a

fire, the gases dryers can cause sever explosions.

Visitors There is to be no unauthorized personnel in the laundry room

at any time.

Floors All clean and dirty linen must be kept off of the floor.

House Count Call the Housekeeping Department to find out the house

count for the day.

Carts Laundry carts are for laundry room use only; they cannot and

will not be used for any other purpose. Housekeeping has

one old white linen cart that will remain in Housekeeping for

their use. Banquets use five laundry carts to transport their

dirty banquet linen.

Breaks/Lunch At the discretion of the Laundry Manager, breaks/lunch is to

be taken. The laundry room must never be left unattended

Monday through Friday with out the door being locked.

Pre-Sorting Dirty housekeeping linen is to be sorted with rubber gloves

on during the day by taking one sheet at a time and placing

60 individual sheets into a cart. (Do not fold or roll the

sheets into a ball.)

Dump the terry out of pillow cases, placing the terry into one

cart and all pillow cases into another cart.

Laundry Housemen Duties It is the responsibility of the Housemen to collect the dirty

linen from the maid carts often enough to keep the laundry

bags from over filling. Dirty laundry must never be left in

the hallways.

It is also the responsibility of the Laundry Runner to keep the

maid’s carts stocked throughout the day by pulling linen from

the store rooms or carts and restocking the maid’s carts as

they clean rooms.

Bedspreads Whenever a bedspread is damaged by a guest and they are

billed for the damages, the following information needs to be

pinned onto the spread:

Guest Name

Room Number

Folio Number

Date

Description of Damages

The spread will be then sent to the laundry where it will be

stored on a shelf and held for the guest (in case he/she should

want it) for a period of three (3) months. If after this time,

the guest does not request the spread, it will be pulled and put

onto the “For Sale” shelf.

Laundry Duties Performed by Housekeeping

Rubber Gloves are to be worn whenever handling soiled linen

Sheets The maid is to place all sheets into the laundry bag on the

maid’s cart.

Terry The maid is to take one pillow case and stuff all terry and

remaining pillow case into that one pillow case.

Rags Dirty rags are never to be placed into the laundry bag on the

maid’s cart.

Trash Laundry will not tolerate used soap, trash, glasses, ash trays,

etc., in the maid’s dirty laundry bag.

Stains If a stain is found on a CLEAN sheet or pillow case, it should

be tied in a knot and placed in the maid’s laundry bag.

Blood, Vomit Linen that has blood or vomit on it should be put in a red

plastic bag and placed in the maid’s laundry bag.

Never put clean folded linen in your dirty laundry bag.

Please re-fold the clean linen and place back on your cart.

Bedspreads Whenever a bedspread is damaged by a guest and they are

billed for the damages, the following information needs to be

pinned onto the spread:

Guest Name

Room Number

Folio Number

Date

Description of Damages

The spread will be then sent to the laundry where it will be

stored on a shelf and held for the guest (in case he/she should

want it) for a period of three (3) months. If after this time,

the guest does not request the spread, it will be pulled and put

onto the “For Sale” shelf.

Weekend Duties It is the responsibility of the Weekend Laundry Housemen to

collect the dirty linen from the maids carts often enough to

keep the laundry bags from over filling. Dirty laundry must

never be left in the hallways.

Weekend Sorting Weekend sorting is to be done during the day by taking one

sheet at a time and placing it in the six carts that are in the

corner by the fire escape door. Once the six carts are full,

continue stocking piling on top. No sheets are to be put on

the floor.

Weekend sorting of terry should be done by dumping the

terry out of pillow cases and placing the terry into one cart

and the pillow cases into another.

Bin Carts The weekend laundry person responsibilities are to fill the

empty Bin Carts with clean linen from the laundry room

shelves.

The weekend laundry person will take bin carts from the

laundry room and exchange these racks with the empty or

partial racks in the housekeeping rooms. All housekeeping

rooms must have full carts in them. The reason for having all

housekeeping rooms with full carts is to ensure that the maids

have enough clean linen to complete their rooms. Each room

must be maintained at its designated par level.

When exchanging bin carts never put dirty linen on the rack

with clean linen.

A bin cart with clean linen on it MUST never be left

unattended. Leaving this cart unattended is inviting the linen

to sprout legs and walk out the door.

Quality

The Daily Line Up:

The purpose of the daily line up is to review your staff’s appearance and to focus their

attention toward the days work. It is also an opportunity for staff to provide valuable

feedback back to the supervisory team about equipment or product needs that may be

impacting the department.

Each morning the housekeeping manager or person filling in as that role is required to

conduct “The Daily Line Up” with all of the housekeeping staff that are scheduled for the

day. The meeting should be no more than 10-15 minutes long and should start before the

room attendants begin cleaning rooms. The meeting should be in the general working

area; such as, around the time clock, break-room or, housekeeping offices. There are Five

Key items that should be on the agenda every morning to be reviewed and they are:

1. Staff Appearance

2. Discuss Any VIP’s, Groups or, Tours

3. Service Point for the Day

4. Cleaning Focus Point or Special Cleaning Projects for the Day

5. Room Assignments & Keys Distributed

Each of the items is listed below in detail and offers examples. The items on the agenda

should be reviewed in that order to keep the attendants concentration and focus during the

meeting. If you give them their room assignments first, then they may be reviewing the

rooms they were assigned and thinking or planning instead of, listening to other critical

items on the agenda.

Appearance: The first thing the manager needs to review is the appearance of each

room attendant from top to bottom. If any of the employees do not comply with the

items on the list below they will not be allowed to work until the issue is resolved.

This may result in them being sent home for the day. Make sure you check:

o All employees are wearing the approved uniform with a nametag and closed toe

shoes. Their uniform needs to be clean, neat & ironed; No modifications added.

o Hair is groomed and neat, unnaturally colored hair and extreme hairstyles are not

appropriate or professional. Mustaches and beards (if permitted) must be clean

and well trimmed.

o Excessive makeup is not permitted. Perfume, cologne and aftershave is used in

moderation or avoided altogether.

o Offensive body odor and poor personal hygiene are not permitted

o Jewelry should not be functionally restrictive, dangerous to job performance, or

excessive.

o Facial Jewelry such as, eyebrow rings, nose rings, lip rings and tongue studs are

not allowed. Torso body piercings with visible jewelry or jewelry that can be seen

through or under clothing must not be worn during business hours.

o Visible excessive tattoos and similar body art must be covered during business

hours.

Discuss Any VIP’s, Groups or, Tours staying at the hotel: The staff likes to be

involved and aware with what is going on at the hotel. Making them aware of VIP’s

and groups will also help them prepare when cleaning those particular rooms. For

instance a soccer team may have numerous rooms and require more time to remove

trash or they may require more towels which can help the room attendant bring more

towels on her cart.

Service Point for the Day: It is important for the staff to remember that they are

guest service agents. They interact and engage the guests just as other employees of

the hotel do. In order to maintain a high level of guest service throughout the hotel

where your employees are working, the department should have a Service Point

Calendar which has service points that will be reviewed with the staff each day during

the line up. During your daily line up the service point should be discussed openly

with the staff. Use examples of how they can interact and engage the guests using

your daily service point. Get feedback from the staff on there exchanges with the

guests. There should be any where from 10-20 different service points and they

should be rotated after 10 or 20 days back to the beginning. Below are list of example

service points that could be on your calendar:

o Welcome the guest to our hotel and geographic location. Tell them something

about the area, an attraction or historic area.

o Smile & use appropriate, professional language when speaking with guests. Use

the guest’s name.

o Make sure your appearance is professional.

o Take Pride in your work area! The most likely place for you to interact with a

guest will be over or near your maid’s cart. Be sure your cart is neat and tidy!

Cleaning Focus Point or Special Project for the Day: Each of the room attendants

should be advised if there are any special cleaning projects for the day or focus points

in the guest rooms that should be addressed. You should review the project with the

team and instruct them on how to clean the item or space and what chemicals to use.

This may require adding additional tools or cleaning supplies to the carts. The

cleaning focus or cleaning project should be also be written or typed on the room

assignment sheets. Examples of cleaning focus points or special cleaning projects

would be:

o Bathroom Tile grout

o Door Tracks

o Bathroom Vents

o AC Vents

o High dusting

o Low dusting

o Adding or removing a piece of collateral from the room

o Moving the location of something in the room, such as furniture or amenity

placement

Room Assignments & Keys Distributed: Before the attendants are released, the

room assignment s should be distributed and keys should be signed out for the day.

See the following Exhibits in the Housekeeping Checklists & Forms section at the end of

this document:

Exhibit D – Room Attendant Key Sign Out Sheet

Exhibit E – Management Key Sign Out Sheet

Room Assignments:

Assigning rooms to the Room Attendants to clean is done by using a Room Assignment

Forms. These Room Assignment Forms are a very important document and tool that are

used every single day in the housekeeping department. A room assignment is a list of

rooms with the house status of each that is given to a room attendant for them to

complete each day. The property management system (PMS) at your hotel most likely

has a housekeeping module capable of printing room assignments automatically vs. prior

methods of hand writing the room assignments onto a form. This prior method of writing

everything out is very time consuming and is not error proof. You may miss pertinent

information by transferring the printed data to written data such as, the status of a room

or you may miss writing an entire room number down and that would result in a very

unhappy guest because their room did not get cleaned. To insure accuracy, all of the

room assignments distributed at your hotel should be printed directly from the PMS. One

thing you need to be sure of is that no guest information is shown on the printout. Room

assignments are most likely left on the maids cart out in the open and anybody that walks

by can read it and gain guests location. To assign the room for housekeeping service you

must identify the status of the room. A guest room will be identified with one of the

following status labels each day:

Checkout: The guest is departing for the day and the room requires full

service

Stay Over: The guest is remaining in the room for another day and requires

partial/stay over service.

There are many different PMS and they often have various codes to note these status

labels so make sure you and your team are familiar with what codes are used.

Once you have a printed room assignment sheet you must assign one attendant to a list

and record a “target time.” A target time or ending time shows a room attendant when

they must have all of the rooms on their room assignment sheet finished. This is a critical

task and must be done each day and on each room assignment sheet. The housekeeping

department is measured on efficiency and how many minutes are spent cleaning in each

occupied room. The industry standard minutes per occupied room (Min POR) is 30.

Calculating the target time is a simple formula which is 30 minutes allowed for each

due out (check-out) and stay over. Once you have figured how much time it would

take the room attendant to complete there list, plus their lunch break, you can use this

formula to determine what time the room attendant should be finished working for the

day and this time becomes your target time.

The room assignment sheets are to be prepared early each day before the room attendants

arrive and are to be distributed to the room attendants at the Daily Line Up. Please be

sure you have checked the following items before you distribute your room assignments:

Each of the room attendants should have a room assignment sheet pre-printed and

placed on a clipboard w/ a pen ready for distribution. All of the room attendants

should have a clipboard with a pen so it is easy for them to update their sheets and it

keeps the papers organized and less crumpled. All of the room assignment sheets are

saved and may be referred to in the future so it is important that they are not

crumpled, stained or illegible. The boards should be kept clean and professional. No

stickers, doodles, etc.

Room Attendant’s Name

Target Time has been recorded.

Be sure there is a space for the room attendant to write the starting and ending time

for each room.

List of the rooms and the status for each

A place to right life safety or maintenance issues for the corresponding room or

location

Special Projects or cleaning focus point for the day should be written on the sheet

A place for the room attendant to sign the sheet at the end of their shift

Reminder!!!! No Guest Name or information should be on the room assignment

sheets

Reminder!!!! Any Room with a Do Not Disturb or No Service Requested must be

reported to the section supervisor.

All room assignment sheets should be filed by date and kept for one month in the

immediate housekeeping office area. This will help you offer an immediate answer to any

guest or room number issues.

How to Clean a Guest Room:

There are many different types, shapes and sizes of hotel rooms. Many hotels have

features in their guest rooms that make their rooms unique and require special cleaning

procedures and chemicals. However, almost all hotel rooms can be separated into two

areas which have basic cleaning procedures. Those two areas are the Bedroom and the

Bathroom. It is important for the entire housekeeping team to clean the guestrooms at

your hotel the same way each time they go into a room. This will ensure efficiency and

safety for the employees as well as the guests. We have separated the basic guest room

cleaning procedures into 6 categories. Those categories are, from start to finish:

Entering the Guest Room

Cleaning Preparation - Remove All Trash & Linen

Making the Bed

Clean Bathroom

Wipe Down & Dust

Vacuum

Leaving the Guest Room Ready for Inspection

Each step in the guest room cleaning process is further explained below. These

procedures are the basic procedures used in a typical hotel guest room. All HVS/AHMC

managed hotels are required to use ECOLAB products. The processes described below

reference the colored ECOLAB cleaning supplies designed for hotel guest rooms. The

housekeeping manager at your hotel may want to expand any of these processes further

and add more details. Before you start cleaning a guest room you will have received a

room assignment sheet, keys and, fully stocked maids cart.

Entering the Guest Room

It is important that you following these steps when entering the guestroom:

1. Knock twice announcing “housekeeping” after each knock. Do not knock with

anything but your hands.

2. As you open the door announce “housekeeping” one last time. This gives the

guest three announcements of who is at the door. If no one is in the room apply

your wedge or sandbag to the bottom of the door. If someone is in the guestroom

see the next section.

3. Pull your cart up to the door frame as close as possible. You will do this for the

following reasons: blocks intruders from entering the room while you are

cleaning, lets guests know you are cleaning the room, allows for easier traffic in

the hallway around your cart and, allows easier and quicker access to your

supplies.

4. If necessary record what time you entered the room and began cleaning.

5. Be sure your keys are secured to your uniform or in your pocket. Your room

assignments should be kept in an inconspicuous place on your cart or kept in the

guestroom.

If a guest is in the room after you have knocked twice and announced yourself three

times:

1. Apologize and ask the guest if they would like the room cleaned later?

2. Show the guest where the Do Not Disturb sign (DND) is located in the room so

that they are not disturbed again in the future.

3. Fulfill the guest’s request either coming back later or proceeding with your

normal routine. Keep the door and windows open if you stay and clean the room

with the guest in the room.

4. Note on your room assignment sheet if you need to come back later or if the

DND was placed on the door.

Cleaning Preparation - Remove All Trash & Linen:

The following items should be the first items completed once you enter the room:

1. Walk around the room turning all of the lights on. Make sure lamp shades are

tight and seams are towards the wall

2. While wearing gloves collect all trash throughout the room and place in the

wastebaskets. As you make your way back around to the entrance door, dump the

trash from the guest room wastebaskets into your maids cart trash bag.

3. Remove AC Vents – wipe them off into your maids cart trash bag.

4. Clean the trash cans inside and out with the appropriate cleaner.

5. Strip the bed linen: do not place any pillows, blankets or, comforters on the floor

6. Strip the bathroom towels

7. Spray the bathroom down with disinfectant: Spray the shower walls from one

corner, top to bottom, to the opposite corner; spray the tank, seat and, base of the

toilet.

Making the Bed

1. All Sheets should be folded into packs for easy cart stocking and quick access to a

full set of bed sheets.

2. The corners should be squared off

3. Pillow cases should not be put on the pillows by placing the pillow under your

chin

4. King beds should always have three pillows

5. Leave edges and bottom of comforters pulled onto the bed for vacuuming

Cleaning the Bathroom

1. Start with cleaning the shower walls; start in one corner, top to bottom, and work

your way around the entire shower surround. A soft scrub brush should be used

on the entire bath and shower surround. Do not use any scrubbing or abrasive

material on the chrome handles or tub plug.

2. Use a soft cloth and blue cleaner on any chrome in the tub

3. Clean showerhead; leave the showerhead facing the inside shower wall.

4. Clean bathtub walls and floor. Be sure to scrub all around the soap dishes.

5. Remove the tub stopper and clean thoroughly. Remove any hair attached to it.

6. Rinse the residue off the walls with rinse cups. By scrubbing you will have a

residue on the walls and tub that will need to be rinsed.

7. Dry, by wiping down with dry rag, the entire shower walls and bathtub of the

rinsing water.

8. Wipe down the shower liner. If the liner is stained or has mildew it needs to be

replaced

9. Clean the toilet; wipe from top to bottom including tank, seat and, base. Use a

toothbrush to clean around the hinges of the toilet seat. Use a toilet brush to clean

inside the bowl. Flush once you are finished cleaning and leave the seat down.

10. All chrome pieces in the bathroom should be cleaned with the blue cleaner. These

items would include: towel bars / racks, toilet flusher, robe hooks, toilet paper

holder, shower handles and shower heads.

11. Fold the toilet paper into triangles. If roll is ¼ or less it needs to be replaced.

12. Spray and clean the vanity with pink cleaner. Be sure not to spray the sink fixture

with the pink spray. The fixture needs to be cleaned with blue cleaner.

13. Clean the mirror with blue cleaner. Start in one corner, top to bottom and work

your way to the bottom corner.

14. Fold facial tissue into triangle.

15. Clean the ice bucket in the sink – Use appropriate chemicals

16. Clean the coffee pot in the sink – Use appropriate chemicals

17. Wipe down the inside, outside and, cord of the hairdryer – be sure it is plugged in

18. Sweep the floor. Start at the farthest point into the bathroom and sweep towards

the carpet. Do not sweep debris onto the carpet; sweep debris into a dust pan

19. Re-stock all towels and amenities in the bathroom. The towels should look fresh,

clean and fluffy. The presentation of both the towels and amenities should be

appealing.

20. Clean bathroom floor and grout; start at the farthest point into the bathroom and

work your way out to the carpet. Scrub the tile grout with a soft scrub brush and

wipe the tiles down with a soft rag. Be sure to wipe behind the door, under vanity

and, behind / around toilet base.

21. Use adhesive (sticky) roller on tile floor and shower/ tub surround to remove any

remaining hairs.

Wipe Down & Dust

1. Start in a corner of the room with your feather duster and dusting rag. As you

walk around the room clockwise dust from top to bottom, wiping down anything

that comes in your way. Be sure to move objects and wipe under and behind

them. This will ensure the entire room is covered. If you come across electronics

turn them on or check to make sure they are working. For instance: TV remote,

TV, phone, alarm clock, etc.

2. Be sure to wipe down the hand set, cord and, base of the phone

3. Open all drawers and wipe down the insides and outsides

4. All Mirrors need to be cleaned with blue cleaner and soft rag. Start in one corner,

top to bottom, and work your way to the bottom corner.

5. All windows need to be cleaned with blue cleaner and soft rag. Start in one

corner, top to bottom, and work your way to the bottom corner.

6. Wipe down windowsill

7. Wipe down top, control panel, sides and, grill of PTAC unit.

8. The AC needs to be left on low cool around 1:00

9. Check under chair cushions and wipe down.

10. Wipe down lamp shades and bases.

11. Bundle cords neatly and hide them out of the guests view.

12. Dust and wipe down top shelve or bars in closet.

13. Wipe down all light switches and outlets

14. Wipe down both sides of door and door handles, check view finder, be sure the

door closes from the half way point. Check deadbolt and secondary lock and wipe

them down. Check for fire evacuation signage

15. Make sure all collateral in the room is crisp and fresh. If any pieces are stained or

damaged they must be replaced.

Vacuum

1. Start from the farthest point in the room, working your way back to the entrance

of the room with a broom, edging all of the carpet.

2. Then start from the farthest point in the room again, working your way back to the

entrance of the room by vacuuming. Do not vacuum over the cord.

3. Move objects such as chairs, waste baskets and, lamps to vacuum underneath

them. Do not vacuum around items.

4. vacuum behind doors that are open

Leaving the Guestroom Ready for Inspection:

1. As you are finishing cleaning the room you need to leave the guest room ready for

inspection. All guest rooms are inspected and you should be prepared to return for

correction if things are not done accurately.

2. All lights should be left turned on. Shades need to be positioned so seams are

hidden

3. All electronics need to be left turned on. This would include: TV and clock radio.

The alarm on the clock radio needs to be turned off. Be sure the TV remote works

4. All drawers need to be left open

5. All bed comforter edges need to be flipped up

6. All Balcony Doors and windows need to be locked

7. The last thing you should do is check the room one last time. Step back and take

an overview shot of the room to see if anything looks out of place or is missing.

8. If necessary record the time you finished cleaning the room on your room

assignment sheet.

Additional Tips & Reminders

You may be required to vacuum the carpet immediately outside of each guest room you

clean. If you work at an exterior corridor property you may be required to sweep the

balcony immediately outside the guest room.

Many hotels have private balconies off of guest rooms that require cleaning. This may

fall under room attendant responsibilities.

Other common items in hotel rooms that need to be cleaned: microwave, refrigerator,

dishes, sofa beds etc.

As you are cleaning rooms your cart will fill up with trash and dirty laundry. You may

also run low on amenities and clean linen. It is important that your housekeeping

department have a procedure in place so that you do not have to stop cleaning to run and

empty your cart of dirty linen and trash or run and get fresh supplies. All of your time

should be spent cleaning guest rooms. You need to work efficiently to achieve your target

time. (See Room Assignments SOP)

At the end of the day maid’s carts and caddies are fully stocked and stored for the next

day. This responsibility may be for the room attendants at your hotel.

Keeping A Quality Maids Cart The maid’s cart is important to the housekeeping process. A well-organized cart can

provide better efficiency to the Room Attendant and allow them to gain access to their

supplies quickly and neatly. Since the guest in hallways also observe this cart it is

extremely important that it is maintained in good repair and a professional manner. A cart

that is in need of paint, is dirty or is in disarray reflects poorly on the housekeeping

department. Like wise, a clean well-organized cart gives our guest confidence that the

same quality care we use on the cart is also being used in their room. The following is a

format for stocking the maid’s cart:

The type of cart varies and some have glass racks on the bottom some have no glass racks

at all. But the inventory above is a solid reference.

Additional items that should be on the Maids Cart and their use

Utility Items for Carts Use

Scissors Trim loose threads on bedspreads and carpets.

Light bulbs Replace burnt out bulbs

2” Paint brush Clean bathroom vents

Long handled hair roller To finish off bathrooms and remove loose hair

Screwdriver & screw

assortment

Replace old or missing screws in light plates, grab bars,

etc.

Long handled duster To clean around vanity lights, room corners, ceiling, and

drapery tops.

Two-step step ladder To assist Room Attendants in hard to reach spots.

The extra care in preparing the maid’s cart makes this an ideal responsibility for the

Laundry Attendant. They are centrally located with all of the supplies and they have

ample opportunity to provide this service later in the day after the Room Attendants have

completed their work.

There are some Don’ts that you should be aware of in reference to Maid’s Carts:

Don’t tie plastic bags around the edge of the carts. A proper container can be found for

every possible need. It looks cleaner and more professional.

Don’t allow stickers or personal items to be attached to the carts. They trash the

appearance and look dirty and ragged with time.

Don’t allow food to be consumed on the cart and while cleaning rooms. Once again it

looks bad to the guest.

Don’t allow vacuums to look trashy either. Fix or replace broken trim pieces and clean on

a regular basis.

Don’t leave carts unattended in hallways. Once again this looks bad to the guest, and you

could have items taken from the cart.

Don’t get carts with black or dark wheels. These wheels will scuff and mark the walls of

the hotel. Always order white or gray non-marking pneumatic wheels.

Don’t hang garbage and dirty rags on the same side as clean linen.

Don’t store chemicals above or near coffee products or coffee cups

Don’t hang chemicals from the end of the cart - they should be placed in a separate caddy

/ container on top of the cart in case of leaks.

Do contain all dirty rags and not thrown all over the cart.

Guest Service for Housekeeping:

All positions at the hotel need to offer excellent service to all guests. Your appearance

and interactions with the guest could be the first or last our guest has with the property.

You should always make sure you look, act and, talk professionally. You are a

representative of our business and we trust you to follow through on these key items:

Always acknowledge guests when you encounter them.

Be polite and answer questions to the best of your ability. Use appropriate

language.

Welcome them to the hotel and area location. Tell them something about the area

that they may not know such as a historic district or major attraction.

Two things every guest wants to see are eyes & teeth. Make sure you look at them

when you are talking to them and smile.

Take Pride in your Work Area! The most likely place for you to interact with a

guest will be over or near your maid’s cart. This means you must keep an

exceptionally tidy cart. The cleanliness of our cart is a reflection of you and hotel

management

All employees need to be in the appropriate uniform and follow all personal appearance

standards of the company. Those standards are:

All employees wear the approved uniform with a nametag and closed toe shoes.

The uniform needs to be clean, neat & ironed; No modifications added.

Hair is groomed and neat, unnaturally colored hair and extreme hairstyles are not

appropriate or professional. Mustaches and beards must be clean and well

trimmed.

Excessive makeup is not permitted. Perfume, cologne and aftershave is used in

moderation or avoided altogether.

Offensive body odor and poor personal hygiene are not permitted

Jewelry should not be functionally restrictive, dangerous to job performance, or

excessive.

Facial Jewelry such as, eyebrow rings, nose rings, lip rings and tongue studs are

not allowed. Torso body piercing with visible jewelry or jewelry that can be seen

through or under clothing must not be worn during business hours.

Visible excessive tattoos and similar body art must be covered during business

hours.

Phone Etiquette

The kind of service that our guests receive over the phone is as important as the service

they get in person at your hotel. It is important that every phone interaction reflect high

standards of friendliness and efficiency and be a positive impact on the guest perception

of the quality of service at your hotel. Not only does it make a positive impression, it

helps business because guests who feel positive about your service will select your hotel

to stay at.

Techniques

All phones are to be answered within three rings.

When the phone is answered, you should speak clearly and slowly, and have a

welcoming upbeat tone to your voice. Remember you want them to feel like they

are getting service. Smile when you talk. A smile helps you sound more relaxed

and pleasant

Always Speak Clearly into the receiver

Always tell the caller your name and try to get theirs, then use it throughout the

call

Answer using the appropriate greeting appointed by your hotel management. It

may be something like “It’s a beautiful day at the (Name + Location of your

hotel), how may I assist you?”

If you have to transfer the call to a room, or to an in-house extension, you should

always confirm where you are transferring them and us the following line: “ I am

transferring you to Room 425, it is my pleasure to connect you”

If you are answering an in-house line from a guest in the room, use the guest

name if your system shows the room number and name along with the following

greeting: “Good evening/morning Mr. Smith, this is (your name) in Housekeeping

How may I assist you?”

If you have to place a call on hold, make sure you inform them and ask them if it

is OK. When you take them off of hold, you must thank them. The exchange

should go like this: “Mr. Smith I will need to put you on hold just for a minute,

will that be OK with you?” Then when coming back “Mr. Smith thank you very

much for holding, here is the information you asked for….”

Always take the time to give proper phone service, even if you are really busy.

The guests on the phone expect it, and the actual physical time it takes to do it

right is only the matter of a few seconds. Do it right every time. Talk to only the

person on the phone, not to anyone else around you. If you absolutely have to

speak to someone else in the room ask permission to place the caller on hold.

Do not use slang or lazy vocabulary like, “Huh? Yeah,” etc.

Do not use technical terms or hospitality words that callers may not understand

Do not argue with guest. Transfer them to the MOD using the same protocol

defined above.

If you are on a call and another call comes in, you must “stack” the calls. This is

done by placing the caller you are with on hold, and answering the incoming call.

You must immediately transfer the call (remember the script above!) or get their

callback information and offer to call them back. You then go back to your

original call and complete that call. It is never OK to not answer every call within

three rings.

Someone must man the phone at all times. During breaks, and busy times, no

matter what. If you feel can not give great service on the phone then ask your

manager for assistance.

Closing a call is just as important as the opening and greeting of the call. Always

say thank you or you are welcome. Try to use the callers name whenever possible

and say “good bye” not “bye-bye” or “buh-bye”

Radio Etiquette

Each property and department is staffed with a radio. This allows each department

throughout the properties to communicate with each other. Using radios at a hotel should

be done in a professional and discreet manner. Please remember the following:

Each hotel should create and use their own form of radio terminology

Each radio should be equipped with an earpiece for the employee to wear in order

to keep hotel communications silenced from guests and other clients that are

visiting. If ear pieces are not available then all radios should be kept at medium

volume.

Radio’s should be numbered and signed out, just like any other piece of hotel

equipment

Don’t forget to charge your radio at the end of your shift.

If there is something that you don’t think should be said over radio

communication then ask the appropriate manager to call you back on a land line.

Radio Terminology

Radio Codes:

* CODE 0 – ARMED ROBBERY

* CODE 1 – TOILET OVERFLOW

* CODE 2 – INTOXICATED PERSON

* CODE 3 – ELEVATOR

* CODE 5 – BUGS

* CODE 6 – BED BUGS

* CODE 9 – EMPLOYEE HURT

* CODE 11 – TRESPASSING ISSUE

* CODE WHITE – MEDICAL EMERGENCY

* CODE RED – CALL FIRE DEPARTMENT

* CODE BLUE – CALL POLICE DEPARTMENT

* CODE YELLOW – AMBULANCE

* CODE GREEN – EMERGENCY ACCIDENT AT POOL

* CODE ADAM – MISSING CHILD

* CODE FOX TROT – CHILD WITH NO PARENT

Department names:

Maintenance for Days Inn – 103

Maintenance for Best Western – 203

Front Desk for Days Inn – 101

Front Desk for Best Western – 201

Housekeeping for Days Inn – 102

Housekeeping for Best Western – 202

Managers – Unit #’s

Words not to be said over the radio: (When ever there is a situation that is sensitive to

guest’s ears, please ask the department to give you a land line)

Toilet

Toilet Paper – instead say TP

Bad Language

Bugs, Insects, Roaches, etc

Elevator not working jammed, etc

Room Inspections:

Room inspections are a necessary and critical component to the housekeeping operation

at any hotel. The room inspection process is our last chance to make a perfect first

impression on guests. The responsibility of room inspections may be under the

housekeeping manager or supervisor. In larger hotels there may be designated room

inspector positions. However, at all hotels all rooms must be inspected each day and the

department must have a good process in place for completing this serious task. The room

inspection process is outlined below in chronological order, as it would happen in a

typical housekeeping day:

1. Room inspections must start within the first hour room attendant’s start cleaning.

It is not affective to wait 2-5 hours, towards the end of the day, to inspect rooms.

2. All rooms (due-outs and stay-overs) must be inspected every day and a room

inspection form must be used. The form should have a space for: the property, the

inspector, the room number, who cleaned the room; if the room passes or fails, a

list of each item to be inspected in the room and five columns to do five room

inspections on one sheet. An “X” should be placed on the sheet next to the item

that needs attention.

3. As rooms are inspected, room attendants must be sent back to rooms where

cleaning was not done correctly. As the room inspector you must do this

immediately after you inspect the room. You also must remember that you are not

helping the room attendant by fixing their mistakes. You will only continue to

find mistakes as you keep inspecting.

4. When you send a room attendant back to a room, you must go into the room with

s/he and coach them by showing them where the mistake is and explaining how to

fix the problem(s). Never just tell a room attendant about an issue in a room and

expect them to go back and find exactly what you are talking about and take care

of it. If you find life safety or maintenance issues you should bring the room

attendant back and show them what you have found and how to proceed with

maintenance request orders or life safety orders.

5. Once the room has been inspected it must be entered back into the Property

Management System as clean – vacant if a due out or just clean if a stay-over.

This helps the front desk employees check –in guests without having to interrupt

the housekeeping manager or room inspector to ask if a room has been clean.

They will already know and can check the guest in without making the guest wait.

6. The room inspection forms should be kept and filed for one month with other

paperwork for the day such as room assignment sheets, key sign out sheets etc. At

the end of the month the all of the room inspection forms should be stored with

other hotel financial records for the month.

The housekeeping manager or person filling in as that role needs to inspect what they

expect! This means they need to inspect the rooms that the room inspectors have already

checked. If there are items in the room that require attention then the room inspector

should be brought back to the room and coached on the issue. The room inspector will

then make sure the room attendant has taken care of the issue.

The General Manager also needs to inspect what they expect and should inspect 5 rooms

a day that have been double inspected, by the room inspector and housekeeping manager,

if there are issues in the room the housekeeping manager should be coached and then

notify the appropriate staff to fix the problem.

Remember if there ever is a problem in the room it is not the room attendants fault, it is

the room inspectors.

See the following exhibit under the Housekeeping Checklists & Forms section at the end

of this document:

Exhibit G – Room Inspection Form

Public Space Cleaning & Inspection:

Cleanliness of the hotel is housekeeping’s ultimate responsibility. All areas of the hotel

need to be kept clean all of the time. In addition to guest rooms there are other areas that

guests use and gather in. These areas are known as the public spaces and could include:

fitness room, pool area, business center, guest laundry, public restrooms, lobby, breakfast

room and, meeting rooms. All of these areas need to be cleaned each day just like the

guest room, and just like the guest room these areas need to be inspected. This task could

fall to many different positions within the housekeeping department but, whoever

completes this task must know how important it is. Our last inspection is a guest’s first

impression of the property. Each of the public spaces at your hotel needs to have an

inspection checklist form. This specific form will ensure that all components of that area

have been cleaned and are ready for the guest to use.

Below are basic items that need to be on every public space checklist and inspection

form:

The appearance of the space is clean, neat and organized. Make sure the space

smells fresh and clean. All of the lighting should work, cords should be bundled.

The temperature should be comfortable.

Trash has been removed. All trash receptacles are clean.

All surface areas have been wiped down and or dusted.

If there is furniture with cushions, the cushions have been removed and inspected

for debris.

If there is hard surface furniture such as breakfast room tables and chairs or pool

furniture, each piece has been wiped down from top to bottom.

The flooring is free of debris, has been swept and wiped down or, vacuumed.

All windows and mirrors have been wiped down and no streaks are left behind

All electronics and equipment work such as telephones, TV’s, fitness equipment

or, vending equipment, guest laundry equipment

All collateral is fresh and crisp

All linen and supplies are stocked and clean. For example; pool towels, fitness

center towels, toilet paper, facial tissue, soap, etc.

Public Space Cleaning Checklist:

Name:

Date:

Hotel and Cleaning Locations: (put a checkmark next to the hotel/ cleaning location)

□ Best Western Lobby □ Best Western Tower □ Best Western Suites □ Best Western A&B Buildings □ Days Inn Lobby (Main Building) □ Days Inn Efficiency Building □ Days Inn South Building

Cleaning Location: Check what location you are using this checklist for. A separate Checklist should be used for each hotel to ensure all items are completed. Please Mark Not Available (N/A ) if there is a section on the checklist that is not included in the particular building you are cleaning. Please put your initials by each section and a checkmark in the box for each task after each item has been completed. Do not mark an item if it was not completed.

Section Task

Initials

Starting Shift Tasks

□ Retrieve full stocked cart and gather any remaining supplies

□ Sign out Keys

Lobby / Vestibule Areas

□ Dust and straighten all furniture, lamps, pictures □ Wipe down window sills □ Wipe down glass on all entrance doors □ Remove rugs – shake out □ Move furniture away from the walls and

windows to sweep and mop or vacuum the floor □ Wipe down the luggage carts □ Wipe down coffee station and re-organize

contents □ Wipe down all telephone banks

Public Restrooms

□ Wipe down the door and both handles □ Take trash out □ Wipe down inside, outside and lid of trash cans □ Wipe down vanity / sink / faucet □ Wipe down the mirror □ Clean the toilet – inside stool, seat and the base □ Sweep and mop the floor □ Restock towels, soap, tissue and toilet paper as

needed

Elevator

□ Vacuum carpet or sweep and mop flooring □ Wipe down walls and stainless steel panels □ Clean lighting panels (as needed) □ Sweep and clean elevator tracks

Hallways & Stairwells

□ Spot check the Hallways – Vacuum or sweep and mop where needed

□ Check Stairwells – Vacuum or sweep and mop where needed

□ Wipe down all window sills in stairwells □ Wipe down all window sills at end of each

corridor □ Wipe down the blinds on any windows □ Check AC Settings and reset to 72 degrees □ Wipe down top and sides of all vending

machines. Check underneath and on sides for trash.

□ Wipe down top and sides of all ice machines. Check underneath and on sides for trash.

Guest Laundry

□ Take trash out □ Wipe inside and outside of trash can □ Wipe down folding table □ Wipe down the outsides of all machines □ Check Vending machines and make sure they are

full □ Check and clean the insides of the machines □ Check and clean the lint trap in the dryer □ Sweep and mop the tile floor

Fitness Room

□ Take trash out □ Wipe inside and outside of trash can □ Wipe down machines □ Turn TV on to CNN □ Vacuum carpet □ Stock towels and cups as needed □ Wipe down mirrors and windows

Pool Area

□ Take trash out □ Wipe down tables and chairs □ Stock towels □ Clean the windows

Meeting of Conf. Rooms □ Wipe down all furniture □ Vacuum carpet or sweep and mop floors

End of Shift Tasks □ Clean and restock cart for next □ Make sure all areas are locked and secured

Check with your supervisor when you have finished this list. They will inspect your work before you are allowed to leave for the day.

Mattress Rotation

To insure the longest wear possible on all mattresses and box springs, all mattresses

should be rotated. This requires that the mattress be physically rotated on the bed so that

the wear from body pressure is spread evenly around the mattress set.

To complete this process please see that:

1. Mattresses are turned every 90 days. Numbering the ends of the mattresses 1

to 4 and requiring the same number to be up at the top left hand side of the

bed each quarter is the simplest method.

January, February and March - 1

April, May and June - 2

July, August and September - 3

October, November and December - 4

2. Turn box springs twice a year using a similar method

All rotation of mattresses should be recorded on a log sheet and this log sheet should

be maintained in the Executive Housekeepers office. It should always be available for

inspection and for many franchised hotels this log is a requirement of the quality

inspection they perform for your hotel.

Lost & Found Procedures

Any Lost and Found article found at the hotel (inside or outside) by a member of the staff

(or given to a staff member by a non-employee such as a guest or visitor), must be turned

over to a Supervisor, Department Head, Assistant Manager or General Manager. This

would include, but not be limited to, items found in guest rooms, in public spaces, food

and beverage outlets and on hotel grounds.

Below are standard lost and found procedures to be followed:

Use a standard lost and found tag. Tags should be generally available in various

offices throughout the hotel for easy access and use.

A logbook must be available and used. The logbook should be available to the

Manager on Duty or other Supervisor when the Housekeeper is not available.

Another option is to keep the book available in the Front Office area in a manner

where it is accessible but will not get lost.

Describe the article found on the tag and in the book. If the item is an unlocked

container, such as a pocketbook or suitcase, the contents should be inventoried

also. Two people should take an inventory, one acting as a witness. State where

the article was found by the nearest room number or in relation to a specific

facility landmark.

List when the article was found, including the day, time, and date.

Identify the person who found it.

Record the date and method of disposition for any item that is not claimed.

If a guest calls looking for a lost article, calls should be referred to the

housekeeping department or the location where the lost and found book is kept. If

the person taking the call cannot resolve the question for the guest in an

immediate or timely manner, the guest's telephone number should be taken and

arrangements made for someone to call the guest without fail.

All items should be stored to prevent damage and labeled so they can be easily

located in the storage area.

Valuable items, such as credit cards, jewelry, cameras, or airplane tickets should

be turned over to the General Manager, who personally should record it in the lost

and found log. After packaging and identifying the item, it is to be stored in the

safe. These items are to be kept for 90 days or at the discretion of the General

Manager.

All other items are to be locked securely in a cabinet to which only the

Housekeeping Supervisor, General Manager or Manager-on-Duty have access.

These items are to be kept for 60 days at which time the General Manager will

offer the item to the person who found it. Guests are not to be called and informed

that they left an item behind except at the discretion of the General Manager for

items of obvious monetary or sentimental value.

Items of little or no value should not be saved; this is at the discretion of the

Supervisor. No food items are to be stored in Lost and Found.

When inquiries are received about an item, the person should be asked for a

specific description of the item. Log description and details should never be

provided to the caller.

Alcohol, beer and wine are to be disposed of by pouring the remaining contents

down the drain. Unopened bottles are to be disposed of in the same fashion. These

items are never to be given to staff or other guests.

When the owner picks up items, the individual should sign the log book to

acknowledge that the item has been returned. Items should be mailed only when

the owner requests it; the item should be sent to the address given by the owner.

The address should be logged.

Lost and found articles are never to be taken from the property except as provided

above. Employees may not accept gifts other than normal cash tips from guests

without the specific permission in advance from the General Manager.

Housekeeping

Checklists & Forms

EXHIBIT A:

# Of King Beds

# Of Queen Beds

# Of Full Beds

# Of Rooms

LINEN INVENTORY

PROPERTY:

MONTH:

TYPE OF LINEN GUEST MAID LAUNDRY LINEN

Total

this

Total

last Loss/

ROOMS CARTS ROOM ROOM month Month Gain

SHEETS

KING FLAT 0 0

FULL FLAT 0 0

QUEEN FLAT 0 0

QUEEN FITTED 0 0

KING FITTED 0 0

FULL FITTED 0 0

PILOW CASES

STANDARD 0 0

PROTECTORS 0 0

PILLOWS

STANDARD 0 0

MATTRESS PADS

KING 0 0

QUEEN 0 0

FLAT 0 0

BLANKETS

KING 0 0

QUEEN 0 0

FULL 0 0

TOWELS & BATH

BATH 0 0

HAND 0 0

WASH CLOTH 0 0

BATH MATS 0 0

POOL TOWELS 0 0

CLOTH SHOWER COURTAIN 0 0

PLASTIC SHOWER CURTAINS 0 0

EXHIBIT B:

LOST LINEN

PROPERTY:

MONTH:

DATE BT HT WC BM PC MISC SPREADS SHEETS BLANKETS

K Q D K Q D K Q D

TOTALS 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

EXHIBIT C:

STORE ROOM PAR LEVELS

STORE ROOM COUNT GIVEN NEEDED TO REACH PAR

A UP

A DOWN

B UP

B DOWN

C UP

C DOWN

3RD FLOOR

4TH FLOOR

5TH FLOOR

6TH FLOOR

7TH FLOOR

8TH FLOOR

MAIN UP

MAIN DOWN

SOUTH UP

SOUTH DOWN

SUITES 2ND

SUITES 3RD

SUITES 4TH

SUITES 5TH

EXHIBIT E:

HOUSEKEEPING MANAGEMENT KEY SIGN OUT SHEET

Date: Day:

KEY TIME OUT: SIGNATURE TIME IN: SIGNATURE:

EXHIBIT G:

ROOM INSPECTION SHEET

DATE: PROPERTY: INSPECTOR:

Room Item Rm # Rm # Rm # Rm # Rm #

Guest Room

Doors: Locks, Self-Closure, Door Viewer, DND

Fire Evacuation route, rate cards, State Laws

Connecting Doors: Locks

Lights: switches, plates

Lamps: shades, bulbs, cord covers, cords bundled

Walls, electric outlets

Ceiling, wood work and trim

Pictures, Mirrors, Frames

Carpet

Drapes: rods, hooks

Windows: sills, balcony sliding doors

Telephones: message lights, cords, memo pad, pen, phone book

Television and remote control

Alarm clock radio

Headboards & Night Stands

Mattress, box spring, frame

Spreads, linens, pillows, mattress pad

Credenza / armoire/ dresser

Chairs / sofa / desk chair

Table / desk

HVAC Unit: vents, room temperature at 72degrees

Smoke Detector

Iron / Ironing Board

Closet: clothes rack, shelf, hangers, laundry bag, luggage rack

Collateral: directory, comment card, LD carrier tent

Ice Bucket & Coffee Maker: tray, liner, cups, condiments

Ash trays or non smoking tents

Wastebasket: liner

Bathroom

Doors, robe hook, door stopper, hinges

Lights & Ventilation: switches, plates

Walls, Ceilings, Floor: vinyl, paint, tile, trim

Tub, caulking, grab bar, non skid protector, soap dish

Tub: fixtures, drain, shower head, curtain rod, curtain liner

Vanity / Sink: fixtures, drain

Bath Linen cleanliness & presentation, towel racks

Toilet Tissue and Facial Tissue: holders, tissue folded

Hairdryer

Wastebasket: liner

Bathroom Amenities: replaced and proper placement

Mirror