Guest Room Attendant Servicing.pdf

8/11/2019 Guest Room Attendant Servicing.pdf

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Guest Room Servicing

What is a Guest Room Attendant?

A Guest Room Attendant or GRA, also known as housekeeper, commonly employedby hotels, motels and resorts is responsible for the cleaning and maintenance of guestrooms. A GRA's work directly affects the image of the establishment. As a GRA, you areconcerned with the cleanliness, orderliness and sanitation of guestrooms.

The GRA should also be skilled to look after the proper use, maintenance andstorage of cleaning equipments.

The GRA should also attend to the needs and additional requests of the guest. Moreover, handling guest complains and unusual incidents reporting lost and found item ispart of your responsibility.

Guest Room Attendant

Good Grooming and Hygiene Greatest care should be exercised when it comes to personal appearance because it

serves as a form of communication for the business establishment. A well-groomed GRAwith good personal hygiene can help to promote positive and professional image of onesself and the establishment.

1. Uniform Your uniform should be properly ironed and cleaned with no stains and smell. Youshould wear well polished, non-slip, and closed-toe shoes. This will help in building yourself-confidence to present yourself well to the guest. Remember that your grooming willexhibit a positive and professional image of yourself and the establishment.

2. Hair


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Your hair must be neatly tied and completely covered with the hair net. Women GRA hair must be styled attractively, tied back into a pony tail or bun.

Hairnets must be work at all times. Male GRA should maintain short hair with no hair touching the collar of the uniform

3. Name Plate/IDs A Name Plate/IDs should be worn at all times while the GRA is inside the establishment.It should be displayed properly on the left chest for easy reading of guests.

4. Accessories Jewelry should be worn to the bearest minimum, meaning only watches, wedding ringand simple earrings for female staff may be worn.

5. Make-up(Female)/Perfume Apply cosmetics like lipstick, blush and eye makeup neatly and moderately. Use ofheavy perfume is not allowed.

6. Personal Hygiene Personal hygiene is very important because the GRA is always in direct contact withguests. The following should be strictly observed:

- Take a daily bath/shower - Wash and shampoo your hair regularly - Wash your hands regularly - Keep hands clean and fingernails short - Use deodorants and mouthwash.

Maintaining Good Grooming as a Guest Room Attendant

Uniform
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Hair, Accessories and Make up Name Plate/IDs

Responsibilities It is time to learn your main responsibilities as a Guest Room Attendant.

1. Housekeeping Cart The housekeeping cart is used for stocking cleaning supplies such as room amenities,bath and bed linens, cleaning supplies, materials and equipment. Stocking the cartproperly helps you to finish your tasks faster and easier. You need to prepare yourhousekeeping cart.

2. Cleaning the room When a guest chooses to stay in your hotel, they expect to enjoy a comfortable, cleanand a beautiful room. You play an essential role in providing the conform they desert toensure they are satisfied and happy.

Your duties and responsibilities in guestroom maintenance involve maintainingcleanliness and orderliness in the guestrooms. This includes furnishing the guestroomwith the necessary amenities and supplies such as bed, linen, and appliances, as wellas keeping the room free of safety hazards.

3. Bathroom cleaning The bathroom needs to be cleaned thoroughly and perfectly because it reflects theoverall standard of quality and cleanliness of your hotel. Remember, cleanliness of thebathroom is extremely important to guests.

When cleaning the bathroom, the GRA should follow basic rules.

Respons ibilit ies as a Guest Room Attendant
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Housekeeping Cart Cleaning the room and bathroom

The Room Assignment Sheet The Room Assignment Sheet is a standard form which provides information on the

room number, room status, par allocation, and cleaning time.

The column will tell you the rooms you will clean, the status of the rooms, andsupplies that you will need.

The Guestroom Attendant uses the Room Assignment Sheet to schedule theworkday and to report the condition of each assigned room at the end of the shift. Afterthorough review of the Room Assignment Sheet you will have a sense of where to start yourday. You have to keep in mind that in setting your priority in cleaning the room, you shouldalways consider the order that best helps the guests.

The order in which room to clean is determined by the status of the rooms listed on

each Room Attendant's assignment sheet. The Room Assignment Sheet generally usessimple terms to indicate room status using codes. This is used to avoid double booking orassigning out-of-order rooms to guests.

Codes used in the Room Assignment Sheet:

C/O - Check-out-rooms. The guest has settled his/her account, returned the room keys,and left the hotel. One exception to this is the room where the guest is requesting for anearly makeup of the room.

The C/O rooms are usually cleaned first so the front office can resell the room as aguest arrives.

MUR - Make up room.

Occ - Occupied Room where guest is requesting service

VD - Vacant Dirty.

OOO - Out-of-Order. The room needs immediate repair
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VC - Vacant Ready. The room has been cleaned and inspected.

S/O - Stay Over. The guest is not scheduled to check out that day.

D/O - Due out. The room is expected to become vacant within the day.

DND - Do not Disturb. The guest has requested not to be disturbed.

C/I - Check in. The guest has registered

When you receive your Room Assignment Sheet from your Supervisor, write downimportant information such as: your name, floors where rooms are to be cleaned, workschedule, comments about each room and room items needing repair.

Maintenance of the Room Attendant's Cart

The Room Attendants Carts are usually stored in the linen room. It carries allsupplies for a half-day room assignment. A well organized, well stocked cart is theGuestroom Attendants key to efficiency. It is therefore important that you clean and checkyour cart condition before loading the necessary items in cleaning the guestrooms.

When using your Room Attendants cart you should quickly carry out the following:

Clean the dust shelves and containers before placing the guestroom supplies inside thetrolley

Check for threads that might have twirled around the wheels. These threads will make ithard for the cart to be pushed or pulled. It can also cause body strain and injury

Check the rubber bumper if they are worn out Check the screws or sharp edges that could catch your clothing and can cause cuts Remove soiled linen from the canvass Remove garbage and replace the liner on the trash canvass

Empty Housekeeping Cart


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Side Bumpers Wheels

Arranging the supplies The following are the steps in preparing the housekeeping cart:

1. With your Room Assignment Sheet, check the number of supplies you need to orderfrom the custodian.

2. Ask the custodian for the supplies needed. Make sure that there would be enough for allthe rooms that you will clean in your shift.

3. Arrange the supplies on the cart. The amenities go on the top shelf, towels on thesecond shelf, and sheets or linens on the second shelf. The cleaning tools caddy shouldgo under the trash canvass.

Here is a quick summary of the items on your cart:

Equipment Vacuum cleaner Cleaning tools caddy Linens Bath linens

Tools Cleaning towels Toilet tools (toilet bowl cleaner) Dusting tools

Materials Chemicals (disinfectant, air sanitizer, toilet bowl cleaner) Room amenities (mini bar food and drinks, toiletries, stationeries)

Remember, early make up rooms are the highest priority followed by occupied roomrequesting for service.

Entering a Guest Room


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The following are the steps to perform before entering a guest room:

1. Knock on the door and announce, Housekeeping! . 2. Open the door and peek inside to make sure that there is no guest. 3. Position the housekeeping cart in front of the door as if to block it. 4. Fill in the Room Assignment Sheet with your details:

Name Floor of rooms to be cleaned Shift Date

And place this sheet inside the vanity table drawer 5. Check if there is enough light to easily see the room. Open the lights if they are not yet

opened. 6. Bring in your cleaning materials. The vacuum should be placed at the far end of the

room. The cleaning tools caddy should be placed inside the bathroom.

Handling lost and found items The following are the steps in handling lost and found items left by the guest:

1. Search the room for items possibly left by the guest. Take these items to the vanitytable.

2. Get the ziplock bag clipped together with the Room Assignment Sheet. 3. Place the items inside the ziplock bag. 4. Fill up the lost and found form with the details of the lost and found items. 5. Place the lost and found form inside ziplock bag and seal it. 6. Place the ziplock bag back inside the drawer.

Removing the trash The following are the steps in removing out the trash from the room:

1. Take out the trash bag and close the bag by tying the top. 2. Drop the trash bag inside the trash canvass. 3. Get a new trash bag and place it inside the trash can.

Checking for damages

The following are the steps in checking stains and damages:

1. Wear disposable gloves. 2. Carefully check the linens for any stains or damages. 3. If there are any lost and found items found on the bed, follow the same procedures as

before.


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Collecting the soiled linens The following are the steps in collecting the soiled linens:

1. Pick up the dirty towels around the room. 2. Place these on one dirty towel and wrap. 3. Remove the pillow cases. 4. Take one pillow case and hang it on the back of a chair. Place other pillow cases inside

it. 5. Collect the dirty linens using the square method.

Square Method: a. Pick up the sheet near the foot of the bed. b. With your other hand, pick up the edge of the sheet and cross it over to the other

end. c. Lift the sheet up and put together the two corners. Remember that the sheet should

fold away from you.

d. To fold into a smaller square, drape the sheet over your arm to easy fold in half. 6. Take the pillow case with dirty linens and drop it to the linen canvass.

Types of linens There are four sheets that go in the bed and these are:

1. Bed Pad The bed pad is a soft, thin layer of padding that go directly on top of the mattress. This issecured with a band attached on its four corners. This is used to protect the mattress aswell as give extra comfort to the guest.

2. Flat Sheet A typical bed which usually has three sheets. The top sheet, second sheet and bottomsheet. These are soft, thin sheets that the guest will directly come in contact with that iswhy it is important that they are soft and well-cleaned.

3. Blanket The blanket is a heavy type of sheet that go in between two flat sheets. This is toprovide the guest with additional comfort, as well as keep or maintain the correct bodythermostat.

4. Bed Cover Lastly, a bed cover is put on top of the bed. This is a heavy sheet used to protect thelinens and at the same time, makes the bed look more presentable.


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Bed Pad Flat Sheet

Blanket Bed Cover

Correct Postures

Making the bed is a long task to do that is why it is essential for you to keep theproper posture and prevent any body aches that may arise during the process.

When tucking the sheets in, it is important that you bend your knees and not yourback. This is to help strengthen the knees and at the same time, prevent you from having aslip disc.

Placing bed pads The following are the steps in placing bed pads:

1. Get the new linens from the third shelf of the cart and place on top of a flat furniture. 2. Get the bed pad and place it at the center of the bed. 3. Spread the bed pad by unfolding one-by-one. 4. Secure the bed pad to the mattress by hooking the attached bands.

Spreading the sheets
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The following are the steps in spreading sheets:

1. Pull the bed away from the headboard. 2. Spread the bottom sheet using the fishermans throw

Fishermans Throw a. Make sure that the label of the sheet is at the foot of the bed b. Unfold and slowly gather each side on each of your hands, as if you are gathering a

fishing net c. Fluff the sheets from time to time d. When all of it is gathered in your hands, stretch your arms with the sheets. e. Throw the sheet onto the bed but be careful not to let go of the ends f. Lastly, use the Swim and Pull method to flatten the sheet across the bed

3. Flatten the sheet using the swim and pull method

Swim and Pull

a. Open your palm and slide it quickly across the bed to eliminate the air underneath b. Pull the edges of the sheet to further eliminate the air

Tucking and Mitering The following are the steps on tucking and mitering:

1. Miter all four corners of the bed.

Mitering a. Check if the flat sheet is centered on the bed

b. Go to one side of the bed, measure 1 foot away from the corner and take the edgeof the sheet from that point

c. Align your other arm to the edge of the bed and lift the flat sheet up d. Use the same arm to tuck the sheet that is hanging e. Bring down the lifted sheet and tuck this in

2. Spread the second sheet with the wrong side up. Make sure that the top edge of thissheet is spread only until the edge of the bed.

3. Spread the blanket. The edge of the blanket should only be about 6 to 8 inches awayfrom the top edge of the bed.

4. Spread the top sheet. Fold 2 inches of the top sheet under the blanket.

5. Tuck the sheets in the upper part of the bed and miter the corners at the foot of the bed. All three sheets are to be tucked together.

Remember to tuck sheets using half of your palm only. Do not slide your armunderneath the mattress as this can be damaging to your skin.


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6. Spread the bed cover. Make sure that the edge of the bed cover is 1 inch away from thefloor. Smooth out the bed cover until it reaches the point where the blanket starts. Here,fold over the remaining bed cover.

Tucking and Mitering

Putting the pillow case The following are the steps in preparing the pillows:

1. Fold out half of the pillow case by talking the middle part of the two sides from theinside.

2. Divide the pillow to two by placing one palm in the middle and using the other hand tofold one side of the pillow to the other.

3. Slide the folded pillow into the case. 4. Release and hold on the pillow, spread and fluff the pillow. 5. Align the pillows to the bed cover. Make sure that the opening of the pillow cases face

away from the door. 6. With one hand under the bed cover and the other on top of the pillow, quickly flip over tothe headboard to hide the pillows. Tuck the excess bed cover.

Now you are done making the bed!

Putting the pillow case


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Cleaning the room The following are the steps in cleaning the floor and furniture:

1. Wear work gloves. 2. Wipe surfaces with a dry cloth. 3. Vacuum the floor from the far end of the room until the front door. 4. Dust the furniture. One rule to remember is to dust from Top to Bottom. This means

that you should dust the wall corners first before dusting the lampshades and telephoneamong others.

5. Polish the windows using a glass cleaner and wiping it dry with a dry cloth.

The Mini-Bar Form The Mini Bar Form contains the list of all the amenities in the room that have a fee.

These are usually food items such as bottled water, soda and snacks. Check the Mini Bar ifthere are some items missing. These should be reported to the front desk immediately sothat the charges could be added to the guests bill. After that, take out the remaining itemson the Mini Bar and place them on your cart.

In bigger establishments, there is a separate Mini Bar Attendant.

The Mini-Bar Form

Replenishing the Mini Bar The following are the steps in setting up the Mini Bar:

1. Replenish the drinking water that is placed inside the water jug. 2. Replace the drinking glasses by placing them upside down on top of coasters.


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3. Set-up the cup and saucer set on the table. Make sure that the handle of the cup is inthe 5 o clock position.

Replenishing Room Amenities

The following are the steps in replenishing room amenities:

1. Replace the room amenities. These include: Stationery and envelope Menu card Memo pad Ash tray Testament book or bible Directory of hotel services

Replace the slippers and laundry bag. Place these inside the closet cabinet. Also,include a laundry list.

Collecting dirty bath towels The following are the steps in removing used towels:

1. Wear work gloves. 2. Pick up the dirty towels. 3. Wrap all the towels inside one dirty towel. 4. Drop the towels inside the linen canvass.

Cleaning the bathroom The following are the steps in disinfecting and cleaning the bathroom:

1. Check the drain for hair. If there is hair, take it out using the tweezers. 2. Flush the toilet once. Flush it three times when it is really dirty. Pour some toilet bowl

cleaner in it. 3. Wipe the fixtures with a cleaning cloth. The cleaning cloth should be sprayed with a

disinfectant. Make sure to wipe all objects that could possibly have been touched by theguest.

4. Replace your dirty gloves for new ones. This is to prevent bacteria from spreadingfurther.

5. Brush the toilet bowl using the toilet bowl brush. 6. Get the air sanitizer and spray it around the bathroom. 7. With a rag sprayed with disinfectant, wipe the floor. Wait for it to dry. 8. Finally, remove your gloves.

Replenishing bathroom amenities


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The following are the steps in replenishing bathroom amenities:

1. Replenish the bath amenities. The amount of amenities for each type of room varies somake sure that you place only the correct amount. Bathroom amenities include: Shampoo and conditioner Shower cap Soap Toilet tissue Facial tissue Morning kit Shaving kit Sanitary bag among others

2. Check the overall condition and cleanliness of the bathroom. 3. Close the lights and leave.

Moving out the supplies The vacuum equipment should be properly placed back to its shelf in the cart. Get

the cleaning materials caddy and place them below the trash bag.

Checking the overall condition 1. Get the lost and found items and Room Assignment Sheet from the vanity table drawer

and transfer it to the housekeeping cart. Keep the lost and found items hidden if there isno lock box on the cart.

2. Check the working conditions of knobs (sink and tub) and electronic gadgets (tv, lamps,telephone)

3. Check the condition of the whole room. Keep in mind that the room should lookpresentable again.

4. Check the door knob for fingerprints, both from inside and outside. 5. Finally, exit the room.


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TV

Outlet Knob

Final task Do not forget that you must record the time you finished cleaning the room in the

Time Out column of your Room Assignment Sheet.

Documents

Guest Room Attendant Servicing.pdf