Cppclo244a prepare rooms for guests and residents april 2015

Cleaning Operations

CPPCLO2044A Prepare rooms for guests and residents

Industry Skills Training Centre

Š Australian National Training Authority (ANTA), 2003 Published by Australian Training Products Ltd GPO Box 5347BB, MELBOURNE, Victoria 3001, Australia Telephone:

+61 3 9630 9836 or 9630 9837

Facsimile:

+61 3 9639 4684

All rights reserved. This work has been produced initially with the assistance of funding provided by the Commonwealth Government through ANTA. This work is copyright, but permission is given to trainers and teachers to make copies by photocopying or other duplicating processes for use within their own training organisation or in a workplace where the training is being conducted. This permission does not extend to the making of copies for use outside the immediate training environment for which they are made, nor the making of copies for hire or resale to third parties. For permission outside of these guidelines, apply in writing to Australian Training Products Ltd. The views expressed in this version of the work do not necessarily represent the views of ANTA. ANTA does not give warranty nor accept any liability in relation to the content of this work.

First published mmmm, 2003 STOCKCODE: xxxx Printed for Australian Training Products Ltd by

Revised April 2015 Version 4

Contents Introduction

1

Who Could Use this Resource

2

How to Use this Resource

3

Competency Checklist

4

Knowledge summary

6

Information for Learners

7

Training

7

Assessment

8

Recognising skills already learnt

8

Tips for learners

9

Workplace Examples Prepare rooms for guests Fact Sheets

10 10 11

Fact Sheet 1: Features of accommodation establishments

12

Fact Sheet 2: Standard procedures

18

Fact Sheet 3: Making beds

24

Fact Sheet 4: Cleaning furniture and fittings

28

Fact Sheet 5: Preparing the bathroom for cleaning

31

Fact Sheet 6: Cleaning the bathroom

38

Fact Sheet 7: General duties

43

Activities

45

Questions

56

Sample Assessment Activities

57

Assessment 1 Assessment 2 Assessment 3

57 57 57

INTRODUCTION

This Training Resource will help you develop skills and knowledge for the unit of competency CPPCLO2044A Prepare rooms for guests and residents.

It deals with the skills and knowledge required by housekeeping attendants to prepare rooms for guests in a commercial accommodation establishment.

This unit must be assessed with or after the following units, which describe the skills and knowledge that are essential to this unit of competence: ν

Follow workplace hygiene procedures

ν

C1ean premises and equipment.

WHO COULD USE THIS RESOURCE

This a flexible delivery resource and is designed to be used by learners, trainers and assessors. It contains fact sheets, activities, questions and sample assessment items which can be used in a variety of training situations. Training may be undertaken on or off the job or a combination of both. These materials may also be adapted for delivery in distance mode.

Learners undertake their training in different situations and may be known as students, trainees or participants. They may be beginners in the industry or have some or considerable industry experience.

Trainers, similarly, may be teachers, facilitators, supervisors, managers or mentors and be working in the industry or in a training organisation.

Assessors who undertake the formal assessment must be qualified or accredited assessors.

Trainers and assessors should read the Companion Guide for further advice on using this resource and must refer to the Training Package and the individual competency standard.

LEARNERS

Learners could use this resource to:

TRAINERS

Trainers could use this resource to:

Study at their own pace

ν

ν

Review topics covered by their trainer

ν

Provide learners with additional information

ν

Prepare for assessment .

ν

Set practical activities for training

ν

Keep a record of the training that has been done.

ν

Plan and deliver training

ASSESSORS

Assessors could use this resource to: ν

Plan assessments

ν

Show learners where improvement is needed

ν

Keep a record of evidence used in the assessment.

HOW TO USE THIS RESOURCE As a Trainer you could: ν

Use the checklists to develop course programs, RPL learners, check progress or record assessment.

ν

Use the fact sheets to make handouts, overheads or reading assignments.

ν

Use the activities to develop training sessions or projects.

ν

Use the fact sheets and activities to develop distance learning programs.

ν

Use the activities or assessment activities for formative or final assessments.

As an Assessor you could: ν

Use the assessment activities and competency checklist to support assessment following a training program.

ν

Use the checklists for a recognition of prior learning assessment.

ν

Use the checklists to record progress.

ν

Use the questions as part of formative or summative assessment.

As a Learner you could: ν

Work through all the information and complete the activities, as directed by your trainer.

ν

If your training is off the job, use this workbook as a study guide and companion for materials delivered in classroom-style sessions.

Knowledge summary

To be competent, you must also have knowledge of and skills in: ν

correct cleaning chemicals, equipment and procedures for cleaning various surfaces and materials, including wet and dry

ν

safe work practices relating to use of cleaning chemicals and equipment, bending and manual handling;

enterprise procedures and standards in relation to presentation of guest rooms; ν

ν

security and safety issues for guest rooms.

INFORMATION FOR LEARNERS Training

Competence means that you have the required knowledge and skills to do your job. These are described in ‘competency standards’. Your training will be based on these competency standards to make sure it is relevant to the needs of your job and yourself. After your training, your competence will be assessed against the standards. The competency checklist and knowledge summary in this Training Resource are from the competency standards.

Your training may take place in the workplace on the job, or in a classroom as part of a training program or course, or a combination. The purpose of the training is to develop your workplace competence, so you will be expected to practise your skills whenever you can. This can be done through work experience, practical sessions in a training organisation or through your full time or part-time job. It is important that you have both theoretical and practical knowledge and skills.

Traineeships If you are undertaking a traineeship whilst working or at school, much of your learning will take place on-the-job. This will be supported by training sessions in a college or training organisation.

Courses If you have enrolled to do a course, you will be provided with both practical training and theory. Make sure you do all the exercises and reading you are directed to. Use your work experience to practise and expand your skills.

On-the-job training Your training may consist of on-the-job coaching and/or formal training sessions.

Make sure you ask lots of questions, complete the exercises, and do additional research to ensure you know everything listed in the competency checklists and knowledge summary.

Assessment Once you have completed your training and practised your skills, you will be ready to have your skills and knowledge assessed. The purpose of this is not to see if you can pass a test, but to determine if you can perform work tasks competently.

Assessment usually involves a number of assessment activities over a period of time. In addition, your skills and knowledge might be assessed during a final practical demonstration. Sometimes assessment in this unit might be combined with assessment in another related unit.

When you feel ready to show you are competent in the unit, ask you trainer or assessor to organise for your skills to be formally assessed. When you have successfully completed your assessment, you will receive a Statement of Attainment to show you have achieved competence in the unit.

During the assessment, you may be assessed by a range of methods, depending on the nature of the skill. This range could include: ν

observation of you carrying out work tasks;

ν

role plays of real work scenarios;

ν

projects;

ν

completing case studies and problem-solving exercises to assess the application of your knowledge and skills to different work situations and contexts;

ν

questions to assess your knowledge;

ν

combination of these methods.

Recognising skills already learnt You may already have some or all of the skills and knowledge covered in this unit. Perhaps you have: ν

been in this or other related industries for some time, and/or

ν

already completed training in this area, and/or

ν

acquired skills through life or community activities.

If you have already learnt a skill and have the required knowledge, you don't have to learn it again. You will need to successfully demonstrate your skills and knowledge to your trainer who will assess you as competent. This is called RPL which stands for Recognition of Prior Learning.

Look at the Competency Checklist and see if you feel confident about doing and knowing some or all of these things already. Also check yourself by reading through the fact sheets and test yourself by completing the activities.

If you feel that you have some or all of the skills and knowledge, talk to your trainer about having them formally recognised. Your trainer or assessor will then assess you against the unit of competence.

If you have a relevant qualification, Statement of Attainment or any documentation from previous related training, then you can show this to your trainer as proof of your competence. You may also have documentation of your past work experience. All of these documents can be presented as evidence for your RPL assessment.

Tips for learners ν

Discuss your training with your trainer and make sure you understand what is required and how the training will be organised.

ν

Ask for feedback on your progress as you work through the activities.

ν

Ask for help when you need it. Talk to more experienced colleagues or your trainer and ask for their guidance.

ν

Listen, take notes, ask questions and practise your new skills as often as possible. This way you will improve both your speed, your memory, and also your confidence.

ν

During your training, you should seek other sources of information as well, e.g. text books, the Internet.

ν

When you have successfully completed the requirements, check yourself against the Competency Checklist to see if you are ready for assessment.

ν

Once you have completed training and have practised your skills, ask your trainer to arrange an assessment by a qualified assessor. (Your trainer might also be your assessor).

WORKPLACE EXAMPLES

It is important to remember that this unit applies to all tourism and hospitality establishments offering accommodation.

Prepare rooms for guests If you are to be successful in this unit, it is critical that you can: ν

organise and carry out the complete servicing of a guest room; and

ν

complete servicing within the timeframe required by a commercial accommodation establishment.

Typically, you will either be working within an environment that comprises fullyequipped guest rooms (which require cleaning), housekeeping storage areas and all housekeeping equipment required for room cleaning. This equipment may include cleaning agents and chemicals, vacuum cleaners, mops, brushes, buckets, cleaning and polishing cloths, gloves and protective clothing Within guestrooms you will be required to clean furniture, fixtures and fittings including floor surfaces, mirrors and glassware, wardrobes, soft furnishings, desks, light fittings, telephones, televisions, refrigerators and shelving.

You will also have to clean and/or restock room supplies which may include stationery, linen, bathroom supplies, enterprise promotional material, local tourist information, magazines and newspapers, mini-bar supplies, glassware, crockery, cutlery, tea, coffee, sugar and milk, biscuits, discretionary supplies and gifts such as fruit, beverages and chocolates.

FACT SHEETS

Fact Sheet 1: Features of accommodation establishments Have you ever wondered why your establishment is popular with your guests? What is it that attracts them to your establishment, as opposed to another? Is it the friendly atmosphere, a great restaurant, or the cleanliness of their guestrooms? If you were to do a survey of all your guests you would find that room cleanliness rates highly on their list of priorities. To be successful, this means that people cleaning guestrooms must keep consistently high standards.

In Australia, commercial accommodation houses are given a star rating. This is done by motorist associations in each State. The number of stars your establishment has is determined by factors, such as: ν

the services available, e.g. portering, concierge, dry cleaning, 24 hour room service;

ν

the range of facilities, e.g. sporting and gym facilities, number and type of restaurants and bars, meeting rooms, etc.;

ν

the standard of presentation;

ν

the range of rooms available;

ν

the standard of floor coverings, e.g. carpet, tiles, vinyl;

ν

standard of furniture and soft furnishings;

ν

range of appliances, e.g. TV, video, refrigerator, clock radio;

ν

standard of lighting, use of dimmers, bedside control panels or remote equipment for controlling lights, air conditioning, and the TV or radio;

ν

size of the room, and its location in the establishment;

ν

size of the bathroom;

ν

range of bathroom facilities, e.g. shower, combined shower and bath, separate shower and bath, spa baths;

ν

range and sophistication of amenities and toiletries.

Housekeeping terminology When you start work in the Housekeeping Department you will hear some new terminology. Listed in the following table are some common terms that are used. In the last column make a note of how your establishment differs from what is listed, or what your establishment offers.

TERMINOLOGY Standard, deluxe or executive rooms

Double

DEFINITION Related to how the establishment rates its rooms by size and how the furniture and fittings are presented, and sometimes related to where they are located in the establishment - the higher up you are the more you may pay for the view.

A bedroom that has one bed to take two people.

Twin

A bedroom that has two beds.

Suite

A set of rooms, with a separate bedroom and a lounge.

Villa

Up-market free-standing unit with bedroom, lounge, bathroom and kitchen facilities.

Unit

A bedroom and lounge with bathroom and kitchen area.

Minibar supplies

Items such as soft drinks, spirits, wines and liqueurs, and food items such as crisps, peanuts and chocolates which are charged on consumption.

YOUR ESTABLISHMENT

TERMINOLOGY Giveaway items

Laundry items Toiletries

Stationery

DEFINITION ν Stationery items ν

Matches

ν

Sewing kits

ν

Shoe shine kits

ν

Toiletries

ν

Bottled water (only in some establishments)

ν

Tea and coffee supplies

ν

Laundry dockets and bag

ν

Dry cleaning dockets and bag

ν

Tissues and toilet paper

ν

Bath, shower and basin soaps

ν

Shampoo/conditioner, bath gel and shower cap

ν

Toothbrushes, toothpaste and mouthwash

ν

VIP amenities pouch

ν

Perfume, aftershave, razor and talcum powder

ν

Letterhead/envelopes

ν

Postcards

ν

Airmail letters

ν

Note pads

ν

Fax cover sheets

ν

Pens

ν

Luggage labels

YOUR ESTABLISHMENT

TERMINOLOGY Advertising material

Linen

Electrical equipment

DEFINITION ν Tent cards ν

Room service menus

ν

Breakfast door hanger cards

ν

Directory of services

ν

Magazines

ν

Bed linen including extras in cupboard

ν

Towelling

ν

Mattress protectors

ν

TV

ν

Video

ν

Refrigerator

ν

Hair dryer

ν

Iron and ironing board

ν

Electrical jug

ν

Air conditioning

YOUR ESTABLISHMENT

Other terminology includes: TERMINOLOGY Room status reports

DEFINITION Indicate the status of every room in the establishment

Room maintenance reports

Indicate rooms that cannot be sold due to maintenance being done on them

Check-out

Guests are leaving the establishment and the room needs to be totally cleaned for the next guest; any lost property must be removed from the guestroom and sent to the housekeeping office

Bedboard

Piece of wood, usually plywood, that fits between the base and the mattress to provide extra support for the back

DNA

The guest did not arrive

Pre-reg

The room has been pre-registered with the previous night’s accommodation paid for; usually when a guest is arriving early in the morning wanting immediate access to the room

Turndown

The bed has been turned down ready for the guest to retire; chocolates or other items are sometimes placed on the pillow, guests’ bed clothes may be laid out

VIP

Very important person

VC

Vacant clean

CO/VD

Check-out, or vacant and dirty

Rollaway

Bed which can be moved into and out of a room, may be of a folding type

Skipper

A person who has ‘skipped through’ without paying the account

Stayover/service/stay put

Guests are staying on; when cleaning, the guest property will be in the room

Interdepartmental coordination That a guest gets a clean room on the day requested and that it is available at the time the guest arrives is not a matter of chance. It requires close coordination between Housekeeping, Front Office and Maintenance. Imagine the chaos if Front Office did not tell Housekeeping which rooms were vacant and dirty or if Housekeeping did not let Front Office know that certain rooms were out of order (000) or if Maintenance did not tell Housekeeping that it had finished repairs in a certain room and that the room was ready to be sold! If any item in a room is malfunctioning then that room cannot be sold. It is very important that all departments work together to have rooms ready and at the industry standard.

Fact Sheet 2: Standard procedures

When a customer purchases a product, that person expects it to be of a certain quality. Customers are happy to buy a product at the price advertised because they believe that they are receiving value for money. The same is true when someone buys accommodation at your establishment. Guests also want value for money and you have to deliver the goods in tip-top condition. If guests are satisfied on their first visit, this often means they will return in the future.

Having a set standard also means that your job will be easier. You will notice if any items are missing from a guestroom as all the equipment, furnishings and fittings will be in the same place. In addition, your efficiency when cleaning will be improved.

There are a number of aids to maintaining standards. These include: Work sequences This means that you develop a cleaning order. It helps to save time and energy when cleaning. For example, there are a number of steps to cleaning a guest room. (These will be covered in detail in a later fact sheet.)

Job procedures These give you a breakdown of how to do a particular job. For example, how to make beds. (These will be covered in detail in a later fact sheet.)

Room checklists These lists are often used by the person who checks your work. For example, the list covers all the surfaces in the room. Spaces are allowed for, so that comments can be made on whether the surfaces are cleaned to the appropriate standard.

Guest questionnaires This is a list of questions asking guests to rate how they found their stay. The questions may cover such topics as standard of cleanliness of the room, attitude of staff and comments about the quality and service of food.

Work trolleys What type of equipment does your establishment use to carry around guest supplies and room linen? Most establishments have a trolley or room cart of some kind.

All good trolleys should: ν

have space for you to store the amount of items you need;

ν

be constructed of a sturdy lightweight material;

ν

have large wheels that make maneuvering the trolley easy;

ν

have rounded edges so that you do not injure yourself or damage property.

Ordering, receiving and returning trolley supplies When working in the Housekeeping Department one thing you will notice is that you have a lot of work to do within a very strict time limit. For this reason the trolley can be a valuable tool that will save you a great deal of time, if you stack it correctly.

Most establishments have standard forms for trolley stock and room attendants are asked to fill these in on a weekly or fortnightly basis. It saves time and helps with stock control if this is done. A supervisor or house person usually prepares the order for you to pick up the next day.

When you receive supplies use the shelves in the storeroom to organise stock so you know where it is and can access it easily. It is important to make sure the stock is not damaged because every item costs money. If you have too much stock or some of the stock is faulty or in poor condition, return it to your central store location. Remember, when using your trolley, be sure to: ν

keep the trolley close to the wall and out of the guests’ way;

ν

push the trolley. DO NOT attempt to pull it;

ν

DO NOT overload the trolley. You must be able to see where you are going;

ν

keep the trolley close to where you are working;

ν

keep the trolley tidy with items in appropriate places.

Extra guest services Besides the items you normally have on a trolley, guests may ask for other items which could include: ν

a cot;

ν

hair dryer;

ν

extra blankets or pillows;

ν

rollaway beds.

If there are any extra services that you have been asked for in your workplace, write them down here.

These guest services are important and guests will expect you to deliver them immediately. When delivering these items ensure whatever you are supplying to the guest is in good condition and in working order.

Cleaning the guest room This is one of the most important activities in any establishment. No matter what star rating the accommodation is, guests have a right to expect a clean room.

Before you start cleaning you will need to collect all the equipment you need for servicing a guest room. Some items that you will need are: ν

room status report;

ν

keys;

ν

bed linen and toweling;

ν

cleaning supplies;

ν

cleaning equipment, including a vacuum cleaner.

List any other items that you need or use in your establishment.

There are two types of rooms that need to be cleaned. These are either: Occupied or occupied/dirty

Where the guest is still in the establishment and will stay for at least one more night.

Check-out or vacant/dirty

Where the guest has departed from the establishment.

How do you know, or how can you find out, which rooms in your establishment you have to clean? Write your answer here.

We have previously mentioned that following a set order for cleaning rooms saves time and energy, and money for an establishment. The standard of the establishment and the type of fittings and furnishings will determine how long is allowed to clean each room.

Ask your Trainer how long standard room cleaning should take at your establishment.

OCCUPIED ROOM

CHECK-OUT ROOM

Set these times as your goal. You may be slower right now, but with plenty of practice you should reach the targeted times set by your establishment.

Every establishment has its own way of cleaning rooms. The way in which your establishment recommends you clean a guestroom is usually decided after careful consideration and you should follow the recommended method.

However, some establishments leave it up to you to find the best way.

Steps to cleaning a room 1. Enter and prepare the room and bathroom for cleaning.

2. Make the bed.

3. Clean the bathroom.

4. Replace the towels and bathroom supplies.

5. Clean the bathroom floor.

6. Dust and polish.

7. Replace guest supplies in the room.

8. Vacuum the room.

9. Deodorise the room and give it a final check.

Steps 3, 4 and 5 are covered in a separate fact sheet on servicing bathrooms.

If you have been cleaning rooms for some time, and you feel confident of your ability to service a guestroom competently, you may be ready for assessment.

Can you show your competence in all the required areas? If so, then arrange for your assessment with your Trainer.

Preparing the guestroom You need to enter the room with courtesy and care. Knock at the door and announce yourself by saying, ‘Housekeeping’ and then wait for a reply. If there is no reply then knock again and announce, ‘Housekeeping’, and if there is no reply to this, use your key to enter the room while announcing once again, ‘Housekeeping’.

At this point spending a little time preparing the room will save you time.

Preparing a guestroom involves looking around. Look for things that need to be done: ν

turn on all the lights and check them. Replace faulty or blown light globes;

ν

ensure adequate ventilation;

ν

open the curtains and check that they run smoothly;

ν

collect the rubbish taking care not to place your hands in the rubbish bin.

Simply remove the bin liner and secure it;

ν

place the furniture in its correct position;

ν

remove room service trays and trolleys;

ν

place used crockery and cutlery in the correct place for cleaning;

ν

strip the bed ensuring that you check for items of lost property;

ν

collect all used towels and place these, used linen and rubbish on the cleaning trolley.

If during this process or when you are cleaning the room you notice any minor repairs, use the maintenance book or logbook to make a note of what needs to be done. In some instances you may need to notify Housekeeping immediately so that Maintenance can come and repair the item. This ensures the room can be sold straight away.

If you are unsure, discuss with your Trainer what action needs to be taken for reporting maintenance items.

Fact Sheet 3: Making beds As you are aware, people all over the world sleep in different types of beds and use different types of linen to make them. Three different bed-making styles are used in Australia. These are: AMERICAN STYLE mattress protector

STANDARD STYLE mattress protector

NORWEGIAN STYLE mattress protector

bottom sheet

bottom sheet

bottom sheet

top sheet

top sheet

quilt

blanket

blanket

quilt protector

cover sheet

bedspread

quilt cover

bedspread

pillows

pillows

pillows

pillow cases

pillow cases

pillow cases

An establishment may use a combination of these styles or use a style of their own. What style does your establishment use? Write it in the space below.

On the following pages the standard bed making style is explained in detail.

Check these instructions with your Trainer because your establishment may use a different method. Whenever making a bed, remember the rules to avoid back strain and injury. Can you list these rules here?

Standard bed-making style 1.

Place the mattress protector on the bed securing all four corners. Smooth out all the wrinkles and creases. Place the bottom sheet on the bed with the edge seams down.

Centre the sheet in the middle of the bed. Use the middle of the sheet as a guide.

2. Miter the bottom sheet starting at the corner nearest to you. To miter a corner you: ν

tuck the sheet, or blanket and sheets, along the foot or head of the mattress;

ν

lift a flap of sheet from a point along the side, roughly 30 cm from the corner;

ν

tuck in the remaining portion of the sheet;

ν

drop the flap and tuck it in.

3. Work around the bed to miter all four corners of the bottom sheet. Smooth out all creases.

4. Place the top sheet on the bed with the seam side up. Centre this on the bed. The sheet edge should be even with the mattress at the bedhead.

5. Place the blanket on the bed. Centre the blanket on the bed. Use the different markings on the blanket to identify the correct side.

6. Turn the head of the top sheet over the blanket. Smooth out all creases.

7. Tuck in both the top sheet and the blanket at the top sides of the bed.

8. Miter the bottom corners of the top sheet and blankets together. Smooth out the top surface.

9. Tuck in the sheet and blanket along each side of the bed.

10. Place the bedspread on the bed.

11. Make sure the corner flaps of the bedspread are even.

12. Straighten the bedspread over the bed.

13. Fold back the bedspread at the bedhead.

14. Fit each pillow into a pillow case and place it on the bed. The open side of the pillow should be facing away from the bedroom door, or towards the wall on a single bed and both open sides towards the middle on a double bed.

15. Fold the bedspread over the pillow.

Remember If you come across linen items that are heavily soiled or contain fecal matter or vomit, place them in a separate bag, or place them in a bin liner. Whenever you do this, make sure you use protective clothing, such as gloves. Do not put heavily soiled linen in with the general dirty linen as it will require special treatment prior to washing. It will also ensure your fellow employees are not subject to hygiene risks or unpleasant experiences. Check with your Trainer if you do not know what to do in these circumstances.

Fact Sheet 4: Cleaning furniture and fittings How often do you clean?

Even though you have standard work procedures that save time and energy, you will never have time to clean every item in a room every day. There is no need to vacuum under the bed, wash the walls or wash the curtains every day, but all these activities will need to be done on a regular basis. Spring cleaning is a once- a-year, very detailed cleaning of all furniture, fixtures and equipment in a guest room. It is scheduled for the least busy time for the establishment.

Alternatively, detailed cleaning can be done on an on-going basis, one room at a time, if your establishment is busy all year around.

Guidelines for good cleaning practice When cleaning you need to use strong and sometimes harsh chemicals.

Always remember to: ν

carefully read the instructions on all cleaning agents and equipment so that you understand how to use them. Use the right equipment and product for the activity;

ν

wear protective clothing, including gloves, closed shoes, and an apron;

ν

measure the correct amount of cleaning agent you need for the activity.

Too much or too little and it will not be efficient;

ν

clean all areas correctly the first time. Move in one direction around the room, working from top to bottom. This is the most efficient system and it will save you time and energy;

ν

maintain good posture when cleaning and DO NOT stand on beds, stools, or other surfaces in order to clean a place that’s difficult to reach.

If you need to, make a note of what needs to be cleaned and hand it in to Housekeeping who will ensure the area is cleaned in a safe manner.

Dusting the guestroom Dust the furniture from top to bottom using a slightly damp cloth. This will pick up all the dust particles. Use common sense and do not dust articles with this cloth if the moisture is likely to ruin them, e.g. lampshades. Remember to change the cloth when it gets very dirty.

When cleaning mirrors, glass or glass table tops, glass-covered paintings or prints, make sure you spray the cleaning liquid on the cloth, not on the surface directly. This ensures the surface will not be damaged. In the case of pictures, it means that prints or paintings may be damaged if the frames are not tightly sealed. When cleaning these types of surfaces, including the TV screen, make sure there are no streaks. Always buff with a dry cloth to avoid streaking.

A handy hint if you have large areas of glass is to clean in one direction on one side of the pane of glass and the opposite direction on the other side. If there are streaks, you will know which side you have to buff.

As you continue to dust the room, remember to work from top to bottom.

When you need to pick up small articles, such as lamps, telephones and clock radios, dust underneath them, and remember to dust the item itself before you replace it. If it is a check-out room, reset the TV, clock/radio, air conditioner, telephone volume, light setting, etc., to your established standard. As you dust each item make sure it is working correctly. If not, make a note and follow your established procedure for reporting it.

You will need to check for any stains as you are cleaning and remove them with the appropriate cleaning product. If you are ever in doubt as to how to remove a stain, consult your Supervisor before attempting to remove it.

Replacing guest supplies Now that you have completed dusting the room, check and re-stock the room supplies and giveaways that your establishment offers. Ensure the correct quantity is replaced so as not to cause the guest any inconvenience.

Cleaning floor surfaces There may be a variety of floor surfaces within the guestroom. This depends on the standard of your facilities. These may include: ν

carpeting

ν

parquet

ν

ceramic tiling

ν

vinyl.

If you have the correct attachments on your vacuum cleaner all these surfaces may be vacuumed first then cleaned with the recommended product for the surface type. If you are not sure what product to use, check with your Trainer.

When vacuuming, start at the corner furthest from the door and work back towards the door. Vacuum around and under all furniture, paying attention to corners and edges. Vacuum under the bed once a week. Make sure the vacuum does not damage any of the furniture.

To avoid back injury, maintain an upright posture when vacuuming. If you are using a canister-type vacuum cleaner and the tubing is too short, ask your Supervisor to purchase an extension tube. This will save your back, as you will not have to bend over to vacuum. Remember to bend your knees as you stoop down to vacuum under beds, tables, chairs, etc.

Defrosting the refrigerator This should be done on a weekly basis or when there is a build-up of ice. If servicing a check-out room, remember to check the refrigerator as you clean it and remove any food items that a guest may have left behind. Return all items to the Housekeeping office. If you are required to replace minibar items, always replace beverages with labels showing and wipe any moisture from the bottles.

Reset the refrigerator at the correct temperature (again, check with your Trainer if you’re not sure of the correct temperature).

Deodorising the room and the final check When you have finished cleaning the guestroom, make a final check of your work and the impression that it leaves. The final check is the last look around before you leave the room. Remember your last check will be your guest’s first!

Look and ask yourself these questions: ν

Are the pictures and curtains straight?

ν

Are all the lampshades in the correct position with the seams hidden?

ν

Is all the furniture in the correct place?

ν

Are all the guest supplies replaced?

ν

Does the room look fresh and clean?

ν

Are there any stains on the carpet or dirty marks, fingerprints to be seen?

ν

Would you be happy to stay in this room?

If you feel all is satisfactory, spray the room with air freshener (not too much as it may irritate the guest), switch off the light and close the guestroom door as you leave.

Fact Sheet 5: Preparing the bathroom for cleaning A bathroom in accommodation establishments can be anything from a communal or shared bathroom at the end of a hall to an en suite with shower and toilet, or even a luxury spa bath with a telephone next to the bidet.

Whatever type of establishment, bathrooms needs to be hygienically clean.

This means not just looking clean and smelling fresh, but free from harmful bacteria.

The cleaning of a bathroom is a difficult responsibility. It is wet and sometimes smelly, so strong chemicals have to be used in a restricted space. The bathroom is a potential source of cross-infection and it is a Room Attendant’s responsibility to prevent this from happening. It is also the most intimate space where the guest’s bare skin makes contact with surfaces you clean, so surfaces (and accessories) must be smooth and pleasing to the touch.

A guest will usually decide to return to your establishment if their guestroom is clean and comfortable. Whether a guest stays one night or many nights, the bathroom must be maintained to the same high standard set down by your establishment. In doing so, the Room Attendant - you - plays an important part in customer service and comfort.

Bathroom fixtures and fittings What needs to be cleaned in a bathroom? It can vary between establishments. Put a tick () beside the items you have to clean at work.

 Toilet  Walls  Bidet  Waste paper

 Bathtub  Flooring  Shower screen  Shower

 Taps  Mirrors  Shelves  Drain grate

 Hand basin  Vanity unit  Light fixtures  Crockery

 Glassware

 Cutlery

 Ashtrays

 Bathroom

 Electric jug

 Hairdryer

 Bathroom

 Telephone

 Pictures

 Ornaments

 Paintwork

 Lamp shades

bin

curtain rail

door

supply stand

For persons with disabilities:



Shower seat  Sliding door  Hand rails  Hand shower Are there any other things you have to clean that are missing from the list? If so, write them here.

Ask your Trainer to check your list to make sure nothing has been forgotten.

Cleaning equipment for the bathroom The equipment you use to clean the bathroom also varies between establishments.

Put a tick () beside the items you use to clean bathrooms in your establishment.

 Toilet cleaner  Multi-purpose  Bicarbonate of  Apron cleaner

soda

 Window

 Small brush

 Toilet brush

 Feather duster

 Toilet cloth  Tea towel  Floor polisher  Pen  Polishing

 Chamois  Gloves  Toilet cleaner  Scourer  Sponge

 Large brush  Small brush  Stainless steel  Bucket  Plastic bags

 Rags  Brass cleaner  Disinfectant  Mop  Air-freshener

cleaner

cloth

Are there any other things you clean with that are missing from the list? If so, write them here.

Again, ask your Trainer to check your list to ensure nothing’s been forgotten.

Most establishments use a bucket or basket to carry these items around.

Remember, it is not a good idea to place bathroom supplies, such as soap and shampoo, into the container with the cleaning equipment because they may be spoiled or damaged. In order to reduce the risk of cross-infection it is also important to keep the toilet brush and cleaning cloths separated, perhaps in a bag, from the rest of your cleaning kit.

Guidelines for good cleaning practices When you clean a bathroom, you are doing more than just removing the dust and residue from soaps, shampoo or shaving cream. You are sanitising the bathroom. The bathroom is the place where a guest maintains his/her personal cleanliness and so it must be sanitary, that is hygienic and clean.

When cleaning you may need to use strong chemicals. Therefore, always remember to: ν

carefully read the instructions on all cleaning agents and equipment so that you understand how to use them correctly. Ask your Trainer for a demonstration if you are unsure;

ν

wear protective clothing while cleaning. This includes closed shoes and rubber gloves and a uniform or apron to protect your clothes;

ν

measure the correct amount of cleaning agent for the activity. The instructions may recommend a dilution of 1:10. This means one part of the cleaning agent to 10 parts of water. This makes for a weaker solution. Check the labels or instructions again for the dilution ratio;

ν

clean all areas correctly the first time. Start at the highest point and work your way down to the floor. Work in one direction around the room.

Develop a systematic way of cleaning the bathroom ensuring you have cleaned it all;

ν

rinse off cleaning agents with plenty of water before drying each area;

ν

care for your equipment by not bending, stretching or twisting it beyond its limits;

ν

clean all your equipment after use and store it correctly.

Important Never use guest linen or guest towels for cleaning.

Before you start

Every establishment has its own way of cleaning bathrooms. The way in which

your establishment recommends you clean bathrooms is usually decided after careful consideration and you should follow that method. However, some establishments leave it up to you to find the best way to clean a bathroom.

Here is a suggested order for cleaning the guestroom, including the bathroom: 3. Entering and preparing the room and bathroom for cleaning.

4. Making the bed.

5. Cleaning the bathroom.

6. Replacing bath linen, bathroom supplies and the shower curtain if it is dirty.

7. Cleaning the bathroom floor.

8. Cleaning, dusting and polishing the guest room.

9. Replacing guest supplies in the room.

10. Vacuuming the room.

11. Deodorising the room and giving it a final check.

Steps 1 and 2 and 6 to 9 are in a separate unit on Servicing Bedrooms.

Preparing the bathroom for cleaning requires an overview on what needs to be done. By spending a little time tidying up before starting to clean, you will clean the bathroom quicker without having to stop between activities.

Preparing the bathroom includes: ν

look around: What needs to be done? Is anything damaged? Is there any danger, i.e. broken glass?

You need to be very careful if you find a needle or syringe. Follow these steps to remove it safely: 1. Avoid touching the needle with your fingers or hands and do not panic.

2. Find a rigid plastic container with a secure lid (e.g. a plastic drink container).

Do not use glass which might shatter or aluminium drink cans which may be squashed. Bring the container to the needle or syringe, not the needle to the container and avoid unnecessary handling.

3. Pick up the needle or syringe by the blunt end (away from the needle point), preferably using gloves, or a brush and pan or barbecue tongs.

4. Do not attempt to re-cap the needle.

5. Place the container on the ground and put the needle or syringe in the container - never hold the container as you are disposing of needle, because the needle might pierce the side or bottom, then prick your skin.

When you have deposited the needle, make sure the container is tightly sealed.

6. Wash your hands.

7. Contact your Local Council’s health department to arrange safe collection and disposal: 

collect dirty linen;

 collect

waste and used bathroom supplies, take the rubbish bin to your trolley and empty without touching the rubbish;



check the shower curtain or screen for damage or stains; check hooks.

Stain removal There are many types of stains and surfaces. It is almost impossible to learn all the right ways to solve every problem. However, you should always follow this procedure: 1. Remove all excess matter. Scrape it off if necessary.

2. Identify the surface and the stain.

3.

Apply the recommended cleaning agent.

4. Wash away the cleaning agent with lots of water (if appropriate to the surface).

5. Dry and polish the surface (if appropriate).

6. If your treatment is unsuccessful, refer the problem to your Supervisor.

A small amount of bleach in water will remove most new stains, but ALWAYS check with your Supervisor before applying any bleach-based products.

Common stains and the treatment for their removal STAIN

TREATMENT

Mould

For dark/black grouting, use a bleach-based germicidal product. Do not use on fibreglass.

Dripping taps

For rust or green stains, use lemon juice and salt or a bleach-based product.

Nail polish

Use acetone or nail polish remover.

Coffee, tea

Use warm water and neutral liquid detergent or, if dried, water and white vinegar.

Watermarks

White vinegar.

Grass and ink stains

Use warm water and neutral liquid detergent or shampoo; use methylated spirit if persistent.

Lipstick or other make-up

Bleach and water mixture.

Blood

Cold water and salt.

Chewing gum

Freeze and then chip off.

Developing a cleaning order If you clean the bathroom in the same order every time, you make sure everything and each area are cleaned only once. This is how you become more efficient in your work, and at the same time, save energy.

There are many different ways to clean bathrooms. Your workplace will have a recommended work routine.

Fact Sheet 6: Cleaning the bathroom After determining your cleaning order, the equipment to use, and right cleaning agents for the different surfaces to be cleaned, you’re ready to start cleaning bathrooms. Each step in your cleaning order has a number of smaller tasks, the nature and order of which are done dependent on your establishment’s preferred method.

Listed below are some of the tasks associated with each step in the example cleaning order from Activity 4. The lists are guidelines only. If you were using this cleaning order in your establishment, you might have to do more things (or less), and/or you may have to do them in a different order. When you have read through all of the steps, move straight on to Activity 6.

1. Clean and dry the toilet and walls around the toilet.

a. Flush the toilet with the lid closed. b. Open the toilet and spray disinfectant around the bowl. Close the lid. c. Wipe the outside and base of the toilet. d. Wipe the seat and lid with disinfectant. Give the disinfectant time to work. Pay special attention to the hinges. e. Wipe all walls surrounding the toilet and the flush button with disinfectant. f. Using the toilet brush, clean the toilet bowl and under the rim. g. Flush the toilet again. h. Dry the toilet lid, seat and outside. i. Close the toilet lid. j. Polish any chrome fittings. k. Check your work. If it is satisfactory, move on to the next step.

2. Clean and dry waste paper bin.

a. Wash all bins in the bathroom. b. Dry bins with a soft, lint-free cloth. c. Check your work. If it is satisfactory, move on to the next step.

3. Clean the bath, walls around the bath, and dry and polish the taps, walls and bath.

a. Wet the tiles and shower curtain or screen, while the bathroom is steamed. b. Clean all, including the soap dish. c. Rinse the tiles and curtain with clean water and dry. d. Drain the shower head of water. e. Check the plug hole for hair or other foreign objects. f. Clean the bath, rinse and dry. g. Dry the walls, shower screen and bath. h. Polish chrome fittings including the shower curtain rail. i. Position the shower curtain or screen. j. Check your work. If it is satisfactory, move on to the next step.

4. Clean and dry trays and a. Unplug, empty and clean electric jug and rinse any removable items. well. b. Wash the dirty cups, glasses, saucers and spoons from the guest room and dry them. Look for cracks or chips and replace if necessary. c. Wash and dry bathroom supply stand if one is used. d. Wash and dry ashtrays. e. Check your work. If it is satisfactory, move on to the next step.

5. Clean and dry the basin, vanity unit and walls.

a. Clean the vanity unit, the vanity shelves and the light. b. Check the drain grate is clean. c. Wash the basin and bath plugs. d. Clean the basin, rinse and dry. e. Polish the basin chrome fittings. f. Wipe all surrounding walls and dry. g. Check your work. If it is satisfactory, move on to the next step.

6. Clean and polish all mirrors.

a. Clean and polish mirrors, telephones, pictures, ornaments and paintwork. Wipe hairdryer as well as lights, switches and lamp shades. b. Clean the bathroom door (inside and out), door frame, hinges and handles. c. Check your work. If it is satisfactory, move on to the next step.

7. Replace bath linen and bathroom supplies.

Generally speaking, to be satisfied, a guest expects certain standards of presentation and consistency.

Therefore, attention to detail in carefully placing bath linen and bathroom supplies is very important to the establishment.

The placement of bath linen can make the bathroom look attractive. All bath linen should be checked for cleanliness and damage before folding and carefully placing in the bathroom. Each establishment has its own rules on how it likes the bath linen to be placed, and how to fold and place the facewasher.

Similarly, the amounts and placement of bath linen and bathroom supplies varies greatly, depending on the type of establishment and the design of the bathroom. In all cases they should be placed neatly so the guest can see and use them. Even the way toilet paper is folded is important. An example of a neat ‘V shape’ fold is shown in the diagram below:

After placing the bath linen and bathroom supplies, check your work. If it is satisfactory, move on to the next step.

8. Clean and dry the bathroom floor.

The last thing to do in the bathroom is to clean the floor. Most establishments will use a special cloth instead of a mop and bucket. A Room Attendant may be required to clean the floor on hands and knees.

This is probably the best way to get the floor clean, but don’t forget to use something to pad your knees so you don’t hurt yourself. a. Wipe with a damp cloth to remove any hair and dirt. b. Using germicidal cleaner, wipe the floor, including all corners, edges and around the plumbing under the basin and behind the toilet. c. Check your work. If it is satisfactory, move on to the next step.

9. Do a final check.

You have completed the bathroom and everything is sparkling and smells fresh. Do a final check of these points: a. Does the bathroom look clean and tidy? b. Are all the bath linen and bathroom supplies in the right places? c. Is the toilet paper folded and are tissues neat? d. Are all the electrical appliances working (the phone, hairdryer, fan, lights)? e. Are all the surfaces clean, dry and smooth?

All clean? Happy with what you’ve done? If so, spray the bathroom with air freshener (not too much as it may irritate the guest), switch off the light and close the door if it is to be closed.

Fact Sheet 7: General duties Reporting maintenance problems While you are cleaning the bathroom, you may notice broken or faulty equipment and appliances or items which look like they may break.

Important It is your responsibility to report any damage or faulty equipment to your Supervisor, or the Housekeeping office, as soon as possible.

Your establishment may also have a special procedure for reporting maintenance problems, such as filling out a maintenance reports or slips.

Pest control Pest control is an area of concern for all hospitality establishments. No one wants to be greeted by cockroaches, mice, flies, silverfish, bed bugs or rats when they come to stay. You may not see the actual pest but you must be on the lookout at all times for evidence of their presence. This may include droppings, spots on walls and surfaces and cocoons or egg sacs. Regular fumigation by a reputable pest control company should be carried out. In between times, you may be required to be the exterminator using a range of products that are readily available on the market.

Important It is better to prevent pests than to fight them. Check if you follow these preventative measures: ν

remove all food and drinks from the bathroom;

ν

clean out the bins and wash them every day;

ν

clean up any spills immediately;

ν

remove any stains when you first notice them;

ν

clean the bathroom carefully and according to your establishment’s standards.

Report any signs of pests immediately to your Supervisor or the Housekeeping office.

Ordering and storing bath linen and supplies Everything you require to service a bathroom usually comes from Stores.

Stores is the place where all stock for guest rooms is kept. This includes cleaning equipment, towels, facewashers and bathmats, toilet paper and tissues. Your cleaning trolley will be specially designed to carry your guest supplies and bath linen on different levels, and a soiled linen bag will be positioned at one end.

As you’ll be working some distance from Stores you will need to order the amount of bath linen and bathroom supplies you’ll need for an entire day’s work. You can determine the correct amount by multiplying what you’ll need for one room by the number of rooms you have to clean for the day.

Good stock control is vital. Towels and bathroom supplies are expensive items, so look after them carefully. Order only what you need, return what you don’t need, and follow establishment procedures for keeping stock tidy and secure. Remember, the costs all add up.

ACTIVITIES

Activity 1 (refers to Fact Sheet 2) How do you order stock for your trolley in your establishment?

Make a note here of the items and quantities that you require and where to position them on your trolley.

ITEM

QUANTITIES REQUIRED

POSITION ON TROLLEY

Check with your Trainer if you are unsure of what items are standard for your establishment, or where the best position for them is on the trolley.

Activity 2 (refers to Fact Sheet 2) There are usually some differences between cleaning a check-out room and an occupied room. What are the differences in your establishment? List them in the space below. The first difference is done as an example.

CHECK-OUT ROOM OCCUPIED ROOM 1. Drawers and wardrobes checked for Do not clean inside guest’s drawers and lost property. wardrobe.

2.

3.

4.

5.

Activity 3 (refers to Fact Sheet 3) As you can see, there is a lot to consider when making beds. This is an important section of this unit and you will need plenty of practise to achieve the standard and speed required for assessment. Have your Trainer demonstrate the bed- making style used in your establishment and how evening turndown is carried out. Practise making beds and turndown service until you are confident you can achieve the desired standard every time. Ask your Trainer to check your work and give you feedback. Only move on to the next topic when your Trainer indicates you have mastered the tasks of making beds and evening turndown.

Activity 4 (refers to Fact Sheet 4) Indicate if the activities listed below need to be done daily, weekly, monthly, quarterly, half-yearly or yearly by placing a tick in the box. Once you have completed this activity check your answers with your Trainer.

ACTIVITY

turn mattress linen stock take change shower curtains defrost mini bar vacuum under bed clean balconies wax floors shampoo carpets change video programs clean out drawers check light bulbs clean the telephone

DAILY

WEEKLY

MONTHLY

QUARTERLY

HALF YEARLY

SPRING OR YEARLY

dust picture frames dryclean bedspread clean air vents wash walls dust skirting boards clean crevice corners remove cobwebs change the furniture

Activity 5 (refers to Fact Sheet 4) While you should now be proficient at making beds, you need to practise the other steps in cleaning bedrooms, i.e. Steps 1, 6, 7, 8 and 9. On a piece of butcher’s paper draw the standard room layout in your establishment. Then, with an arrow, show the work sequence you follow for cleaning the guest room.

Check your drawing with your Trainer to see if you are correct. When your work sequence is approved, have your Trainer organise for you to begin practising cleaning bedrooms from start to finish.

Activity 6 (refers to Fact Sheet 5) Maria is a Room Attendant at the Holiday Hotel on the Gold Coast. She knew it would be tough day when she saw the state of her first bathroom. What a mess!

Maria’s eyes went straight to the bath linen. One of the bath towels had a 15 cm by 10 cm burn mark from an iron. The bathmat had been used to soak up a coffee spill. A facewasher was spotted with blood stains and a hand towel was badly soiled with lipstick and other make-up.

How you would remove the stains from the:

a. bathmat

b. facewasher

c. hand towel

Ask your Trainer to check your answers and give you feedback.

Maria thinks the bath towel is ruined. What is the procedure in your establishment for handling condemned linen which must be discarded? Write the procedure here.

Ask your Trainer to demonstrate how to remove stains like those described in this Activity. Then practise removing stains under their supervision. Only remove stains on your own when your Trainer has approved your methods.

Activity 7 (refers to Fact Sheet 5) Compare the cleaning order below with what you normally do. Renumber it to match what you do at your establishment. If it is different, think about the order of cleaning. Can it be changed or improved to give you a better result?

Discuss with your Trainer the preferred order of cleaning for your establishment.

CLEANING ORDER 1. Clean and dry the toilet and walls around the toilet.

AT WORK

2. Clean and dry the waste paper bin.

3. Clean the bath, walls around the bath, and dry and polish the taps, walls and bath.

4. Clean and dry the trays and any removable items.

5. Clean and dry the basin, vanity unit and walls.

6. Clean and polish mirrors.

7. Replace bath linen and bathroom supplies.

8. Clean and dry the bathroom floor.

9. Do a final check.

Activity 8 (refers to Fact Sheet 5) Different cleaning agents and chemicals are used for different jobs. For each of the products listed below fill in the brand names used by your establishment. If you use products which are not listed, add them to the end of the list.

CLEANING AGENT Hard surface cleaner Disinfectant Germicidal cleaner Glass cleaner Detergent Deodoriser All-purpose cleaner

YOUR BRAND

CLEANING AGENT Air freshener

YOUR BRAND

Degreaser or organic solvent Metal polish

Ask your Trainer which cleaning agents are used for the different surfaces in your establishment’s bathrooms. Write these down here.

SURFACE

CLEANING AGENT

SURFACE

CLEANING AGENT

The bathroom will get very wet while you are cleaning, so take special care not to slip or fall. Never step on the edge of the bath. Also, remember to keep any electrical cords away from the water supply. Never use a vacuum cleaner or any other electrical appliance on a wet bathroom floor.

Activity 9 (refers to Fact Sheet 6) Using your establishment’s preferred cleaning order (as agreed with your Trainer in Activity 3), discuss with your Trainer all the tasks that have to be done in each step. Using the notes pages at the back of this workbook, write all the tasks down in the order in which they should be done. Also, identify the different pieces of equipment and the cleaning agents required to complete the different tasks. When you have completed this, ask your Trainer to check your work.

Activity 10 (refers to Fact Sheet As you can see, there is a lot to consider when cleaning a bathroom. You will need plenty of practice to achieve the speed required for assessment. Ask your Trainer to demonstrate all the tasks in the cleaning order for your establishment and organise for you to practise cleaning and sanitising bathrooms one step at a time. Until you are confident, have your Trainer check your progress at the end of each step and give you feedback. Keep practising until you are confident you can consistently meet the standard for cleaning bathrooms from start to finish.

Activity 11 (refers to Fact Sheet 6) List how many items are supplied in a standard bathroom in your establishment.

BATHROOM SUPPLIES Hand soap

NUMBER IN BATHROOM

BATH LINEN

NUMBER IN BATHROOM

Bath towel

Bath soap

Hand towel

Shampoo

Facewasher

Conditioner

Bathmat

Toilet paper

Bathrobe

Tissues Matches

With regard to bath linen, does your establishment differentiate between check- out rooms and rooms that are staying over? For example, to conserve water, some establishments request that guests use towels a second day or will only change towels that have been put into the bath or shower recess.

Activity 12 (refers to Fact Sheet 6) Draw the arrangement for bathroom supplies preferred by your establishment.

The diagram (next page) can be used to demonstrate the top of a vanity and/or a supply stand. Sufficient space has been provided to allow for the varying setups for different room types in your establishment.

Activity 13 (refers to Fact Sheet 7) Find out the procedure your establishment uses for reporting maintenance problems. Write it down here. If a maintenance report is used, obtain one and attach it to this page.

Activity 14 (refers to Fact Sheet Your establishment may use a pesticide. Find out what the pesticide is and describe how you should use it safely.

Discuss with your Trainer the pests that you might have to deal with. List each pest and the method of control in the following table.

PEST 1.

2.

3.

4.

5.

CONTROL MEASURE

Activity 15 (refers to Fact Sheet 7) Write the correct procedure for ordering stocks of bath linen and bathroom supplies.

Write the correct procedure for storing your stock of bath linen and bathroom supplies: a. on your trolley

b. at the end of your shift

Verbal Questions

Assessor to tick

List the features of your establishment.

Why is interdepartmental coordination important? How do you stock and position your trolley?

What equipment do you need to clean your establishment’s guestrooms?

Explain the difference between the two types of rooms that need to be cleaned. What are the different styles of bed-making?

What equipment do you need to clean the bathrooms at work?

What do you do if you find a needle or syringe while you are cleaning?

What is your establishment’s preferred order of cleaning?

How do you report pests in your establishment? How do you report maintenance problems?

What are your establishment’s procedures for good stock control in terms of bath linen and bathroom supplies?

SAMPLE ASSESSMENT ACTIVITIES

Use the Performance Criteria from the Competency Checklist to assess your work and help you prepare for assessment by a qualified Assessor.

(Assessor to tick selected

Assessment 1

Assessment)

Your Assessor might ask you to assume the role of a room attendant and demonstrate the following: 1. Clean and turndown an occupied room.

2. Clean a check-out room, including defrosting the refrigerator.

3. Handle special requests, e.g. it is noted on the room status sheet that a cot is required in the stay over room and that the next guest checking into the vacant room requires six pillows.

4. Stock or re-stock the Housekeeping trolley and clean equipment prior to storing it away.

5. Correctly use the establishment’s procedures for reporting maintenance problems, e.g. while cleaning with the vacuum cleaner you notice that the flex is frayed at the wall socket join.

Assessment 2 Using your establishment’s preferred cleaning order, your Assessor might ask you to clean and sanitise a bathroom. This implies that you are able to: ν

identify and use cleaning equipment, chemicals and other cleaning agents in a safe manner and according to manufacturer’s specifications;

ν

calculate the required quantities of linen and bathroom supplies.

Assessment 3 In simulated situations, your Assessor might ask you to: ν

identify and treat a range of stains;

ν

identify a range of pests and report their presence and/or eradicate them according to establishment practice;

ν

record and report damaged fixtures and fittings to the relevant person in accordance with establishment practice.

CPPCLO2044A Prepare Rooms for Guests and residents

Observation Checklist This unit deals with the skills and knowledge required by housekeeping attendants to prepare rooms for guests in a commercial accommodation establishment.

Did the Student/Trainee?

•

Select and prepare correct equipment for servicing rooms

•

Identify supplies for trolleys accurately & in sufficient numbers

•

Load trolleys safely with adequate supplies

•

Identify rooms requiring servicing

•

Access rooms in accordance with enterprise standards

•

Strip beds, checking linen for stains or damage

•

Remove stains or otherwise deal with contaminated laundry

•

Replace bed linen in accordance with enterprise standards

•

Clean rooms in the correct order, minimum disruption to guests

•

Clean and check all furniture, fixtures and fittings

•

Reset all items

•

Check, replenish or replace room supplies

•

Identify pests promptly and report them

•

Check rooms for defects and report them

•

Report damaged items in accordance with enterprise standards

•

Report promptly any suspicious occurrences or people

•

Collect items left by guests and store appropriately

•

Clean trolleys and equipment

•

Store all items appropriately

•

Check supplies and items and replenish or re-order

•

Answered all verbal questions on Page 56 correctly

Assessor sign

Date

Verification of Competency CPPCLO2044A Prepare Rooms for Guests and residents Observation



Demonstration



Third party assessment



Records of training sighted



Discussion and questioning



Students Signature

Assessor Name: Assessor Signature:

Assessor Comments:

Date:

I ……………………………………….…………………………………………….… student’s name) certify that all work submitted for this Assessment is my own and any work that has been completed as part of a group has been noted to the Assessor.

Student comments: