Memo for the maid to clean the room. Cleaning standards for maids. There are general rules for all types of cleaning.

Most hotels adhere to the following sequence of room cleaning:

First of all, rooms are cleaned with a sign posted on the door "please clean my room"

Then cleaning in free, booked, waiting for guests rooms, as well as in rooms temporarily not in use

After that, the rooms occupied by the guests are cleaned. When cleaning a room, there is a principle “from clean to dirty, from top to bottom.” This sequence of cleaning rooms is not accidental and was adopted for a number of reasons.

It is clear that in the first case, the client's desire is the law, so it is logical that the maids, first of all, clean the rooms with a sign "please clean my room." It is advisable to remove it as soon as possible (no more than 20 minutes).

Further, it is advisable to clean the free booked rooms before check-in, since it is too early to clean residential rooms at 7-9 am. It is better to devote this time to monitoring the condition of the rooms awaiting guests, especially since guests can drop in at any minute. In the free rooms, the maids daily ventilate, wipe the dust, check the serviceability of all appliances. In addition, it is the duty of the maid to drain the water in all plumbing fixtures, and then wipe them dry. This is done so that the rubber and plastic parts of plumbing fixtures do not dry out and crack and there is no stagnation of water.

The condition of the room prepared for check-in must be controlled by the Supervisor. Check-in of a guest in an uncleaned room is considered a gross blunder. Booked rooms must be cleaned before 12.00.

Then the sequence of cleaning the rooms depends on the nature of the employment of the room stock, the specifics of a particular working day, an unforeseen situation and may vary due to various circumstances.

Current housekeeping

The maids clean the rooms in the absence of the residents, except when there is a sick person in the room or with the personal permission of the guest in his presence and at a convenient time for him.

For the convenience of guests and staff in hotels, special signs (Door signs) are provided: “Please clean my room” or “Do not disturb”, which are hung out by residents on the door handles from the side of the corridor. The text is written in different languages.

The task of the maid is to remove all the rooms marked in her personal task. If there is a Do Not Disturb sign on the door handle, do not knock on this number, it should be removed later. Under no circumstances should you make noise near this room. In a room that does not have any signs, you need to gently knock 2-3 times. In this case, you can not use any objects and not create unpleasant sounds. Next, you should say “Maid” or “housekeeping” loudly and clearly, after about 15-20 seconds you should repeat your actions. If there is no answer, the maid can open the room and start cleaning, if the guest simply responds from the back of the room, it is better to move on to cleaning the next room. In the event that the guest of the room opens the door himself, the maid should greet the guest and ask if he wants his room to be cleaned now or a little later. If the guest does not mind, the maid can get to work. If the guest returns while the maid is at work, she should ask if it would be better for her to return to work later. Housekeepers must be adequately trained to clean residential rooms.

Staff must be prepared to say the guest's name and greet them in a language they understand when necessary. It happens that guests come to rest with children, in this case, the organization of extra beds in the room is required.

Sometimes guests come to the hotel with animals. In this case, the maid must be instructed on the specifics of cleaning in rooms occupied by guests with their pets.

When it comes to cleaning rooms that have a Do Not Disturb sign on the door handle, there are different approaches. In some hotels, such rooms are not cleaned until about 14.00. If by this time the sign has not been removed, then the Supervisor must:

Call the number

If the guest is in the room and picked up the phone, greet him, call him by name, introduce himself

Ask about a convenient time for cleaning the room.

After waiting for a response, thank the guest

Answers may vary:

Refusal to clean

Please remove now

The desire to clean up later or at a certain hour.

Depending on the answer, the number will be removed on the day shift, or the Supervisor will transfer this task to the evening shift.

When cleaning a residential room, the maid positions her trolley in such a way as to prevent unauthorized persons from entering the room, this prevents possible theft from the room. The maid working in the room is fully responsible for the personal belongings of the guests.

Theft from the room is a big blow to the reputation of the hotel. If this happens, the hotel may lose customers. In many leading hotels, the administration obliges to clean the room with the door closed. At the same time, the maid hangs a sign “Maid in the room” or “The room is being cleaned” on the door handle of the room being cleaned, and the door closes. The trolley in this case is located at the door of the room as close as possible to the room, it should not block the passage of guests and hotel employees. The maid should take with her the most necessary items for cleaning. Every time the maid needs to take something from the cart, she must open and immediately close the door behind her. Sometimes inexperienced maids keep the doors slightly ajar. An experienced supervisor can always prove that theft can happen at any moment, in seconds. For training purposes, a manager or supervisor may quietly enter the room and take a valuable item, then ask the maid: “How could this happen?” Often the maid cannot give an intelligible answer. To prevent this from happening, it is necessary to teach the maid to make as few approaches as possible to the work cart for the necessary things for cleaning.

Sequence in the process of cleaning the room.

In the process of work, the maid should be as concentrated as possible, attentive, observant, so as not to waste time.

In a simplified form, the process of cleaning a room consists of a sequence of actions:

Room ventilation

Cleaning and washing dishes

Removing dust from all surfaces

Cleaning of upholstered furniture and carpets

Cleaning the bathroom

When cleaning a room, there is a principle “from clean to dirty, from top to bottom”. Cleaning is carried out in strict accordance with sanitary standards. The cleanliness of the premises should be almost like in operating rooms. The use of gloves, disinfectant detergents, gauze bandages in the work of the maid testifies to the sterility and high level of hygiene when cleaning the room.

At the beginning, the maid checks the operation of all the lamps in the room, opens the curtains and the window, thereby ventilating the room. While the room is ventilating, she wets the plumbing fixtures in the bathroom and applies detergents and cleaners to them, thereby facilitating her work in the future. If the guests ordered food to the room (this is done by the restaurant service), the task of the maid is to sort the restaurant dishes, from which the room is equipped with dishes, and wash them thoroughly (tray, glasses, ice bucket) and temporarily cover the dishes with a clean napkin until the end of cleaning.

Next, the maid throws out the garbage from all wastebaskets (containers, urns) and ashtrays into a bag located on the work cart, puts empty containers in the bathroom. When emptying ashtrays, the maid must be careful, as the guest can leave valuables in it (jewelry, coins), and also moisten it with water to prevent a fire. When cleaning residential rooms, only the contents of wastebaskets and empty bottles can be thrown away.

The next step is to make the beds. In hotels of category 4-5 * bed linen is changed daily, regardless of the status of the guest, room category, length of stay.

Change of bed linen in hotels of the lower categories is carried out within the terms specified in the regulatory document "Qualification system for hotels and other accommodation facilities" (Order No. 86 of 07/21/2005 (RSTOURISM)).

Based on this document, linen is changed in the following order:

1* - every five days

2* - every three days

3* - every three days

4*- daily

5*- daily

Towels:

1-2* - every three days

3*,4*,5* - daily.

The maid puts the used bed linen and towels into a special laundry bag located on the work trolley. At the same time, it is necessary to ensure that the bag is not overfilled with dirty laundry. This is monitored not only by maids, but also by housemen (corridors), who collect dirty linen in special containers on all floors and transport it to the laundry. The word housemen from English. - janitor, servant Housemen are responsible for replenishing residential floors with clean linen, for timely delivery of linen to maids during work, for replacing blankets and pillows. They fulfill the requests of guests in case of need for additional accessories, control and record the use of linen. If the maid finds any stains of biological origin on the linen, she needs to be especially careful. Such linen should be placed in a separate bag, in the laundry room it will be put in order in a special way, in a separate hygienic washing machine, in compliance with all sanitary and hygienic standards.

When cleaning the bed, bedding is temporarily placed on a chair or armchair, they should not lie on the floor.

When covering the bed with clean linen, it is necessary to check the cleanliness of the mattress pad.

Bedding standards may differ in different hotels, but one thing is the same: the linen must be spotlessly clean, fresh, well-ironed, and the presence of hair is unacceptable.

The quality of the bed is one of the important criteria for the level of hotel service.

After making the bed, the maid neatly lays out the clothes of the guests; arranges the furniture as it was originally. The maid is forbidden to touch the personal belongings of the guests, it is only allowed to take the shoes out of the room and put them in the hallway, at the entrance to the room, next to the closet. Also, the maid is forbidden to unpack the suitcases of guests, put their things there.

Next, dust and furniture contamination are removed. It is better to carry out this work in a circle, while there is no fundamental difference in clockwise or counterclockwise. Dust is wiped daily from all surfaces, both vertical and horizontal, as well as from all items of room equipment. As for the multi-room suites, the cleaning starts from the farthest rooms and ends in the hallway. Polished wood furniture should be dusted and polished to a high shine. Also, one should not forget about hard-to-reach places, these are cabinet shelves, ventilation grilles, heating radiators, etc.

The maid is obliged to check if there is any debris under the beds, armchairs, behind the curtains, behind the chest of drawers. Pay attention to the condition of the furniture, in case of breakage, damage, report this to the Supervisor.

Before the departure of the guest, nothing should be thrown out of the room. Rubbish is only what is thrown into the wastebasket by the guest. And at the same time, you need to pay attention to what is thrown out. It happens that a guest accidentally or mechanically, by mistake, could throw away valuables.

Returning to the sequence of cleaning the room, the next stage is the cleaning of carpets and upholstered furniture. With modern hotels, an individual vacuum cleaner is most often used.

The maid begins to vacuum from the farthest corner of the room, gradually cleaning all corners, as well as under all furniture. She pushes not very heavy furniture away on her own, and with the help of housemen, she moves towards the exit. When working with a vacuum cleaner, it is necessary to remember safety precautions.

Further, upholstered furniture, a telephone set are put in order, it is unacceptable that its wire be twisted and tied into knots. The TV is also wiped and tuned to a specific channel. If the room has a radio, it tunes in to a classical music channel. When cleaning the room, you also need to pay attention to the windows. They must be clean both inside and out. The cleanliness of the balconies is also important.

When starting to clean the bathroom, the maid also adheres to the principle of "from clean to dirty, from top to bottom." Consistently putting in order: a toilet bedside table (a table with a mirror), a sink, tiles on the walls, a bathtub, a bidet, a toilet bowl, a floor.

The surface of the dressing table is wiped daily, while taking care of guests' cosmetic accessories. After cleaning, put them in their original places. The maid is forbidden to touch and shift the jewelry of the guests, as well as use their perfume.

The sink is washed with a detergent with a disinfectant component and wiped dry. Taps, mixers (chrome or nickel-plated) are rubbed to a shine. There should be no stains on the mirror.

The most difficult and not convenient to clean is the bath. First of all, contaminants are removed from the drain, then it is washed with a special detergent starting from the bottom and going up, paying special attention to the sides. Next, the bath is disinfected and rubbed dry "so that it creaks."

The last plumbing fixture in cleaning is the toilet bowl, the maid cleans its inner walls with a detergent composition, while using a separate brush (not the one in the room). After cleaning several rooms, such a brush is thoroughly washed and disinfected. External parts are also washed and wiped dry. Excluded in the toilet of any rusty smudges, this indicates a defect in the tank, which must be reported to the supervisor. As well as soap suds, hair, muddy water. After cleaning, the toilet lid must be closed.

The cleaning of the bathroom is completed by mopping the floor. It is also unacceptable to have traces of shoes, hair, dried water.

Next, the maid hangs up clean towels, terry bathrobes, and perfume products are laid out. According to the regulatory document (Reg. No. 86 of 21.07.2005) “Classification system of hotels and other accommodation facilities”.

So, according to this document, it follows that in the rooms of the increased category "suite", "apartment", "luxury", "studio" and in the rooms of the 1st category (4 * 5 *) towels, including bath towels, are laid out from calculation of at least 4 per guest. Towels are laid out in such a way that the symbolism of the hotel or its logo is visible.

Terry towels must meet a number of requirements:

Tough, wear-resistant and durable

Economical when washing

Soft to the touch

White or pastel color

Withstand 90 degrees when washing.

Standard towel sizes: 50/70; 50/100;70/140 cm.

Terry products should look very attractive. Towels should lie or hang "facing" the guest, with the edges facing the wall.

We should not forget about bathrobes for guests, most often bathrobes have universal sizes: L, XL, XXL, children's bathrobes. The bathrobes are the property of the hotel, but some guests take them away as a souvenir. This is a good advertisement for hotels, but not for domestic ones. For our hotels, even the most upscale - luxury. Therefore, the guest is tactfully informed that the textiles are the property of the hotel. The text of such a reminder may look different:

Dear Guest!

The towels you use are the property of the hotel. But if you like them, then you can purchase them by calling ……

The text of such a card is written in different languages, and is in a prominent place in the bathroom.

Slippers are also an important high-service accessory. They go in addition to the robe. Slippers are made of waffle fabric, strictly correspond to the feet (right - to the right foot, left - to the left), have the logo of the hotel.

They also have a refrain sole to prevent falls. Slippers are disposed of after the guest's departure.

In this section, it is necessary to mention toilet paper. Toilet paper is placed in such a way that it is unwound towards the guest. The end of the toilet paper is folded into a V (corner). In the living room, the roll is changed if it is less than 1.2 cm. In the room "on arrival" there must be a completely new roll in the paper holder and one spare in the bathroom.

Also, the number is completed with paper napkins, they are also folded with the letter V, the napkins are replaced when a color indicator appears; hygiene items, floor scales.

The doors in the bathroom are left slightly ajar, this is done so that air circulates.

The optimum air temperature in a hotel room is considered to be 20-22*C.

At the end of the cleaning, the maid refreshes the air in the room with a special deodorant.

When cleaning the room, the maid should not forget the basic rules of conduct:

1. never let strangers into the room during cleaning, including employees.

2. Never call from a private number.

3. never answer calls in the room while cleaning.

4. you can not watch TV while cleaning the room.

5. do not touch the personal belongings of the guests. Some maids are tempted to try something on, to use something. This is strictly prohibited. If such a signal is received from the guest, or the manager finds the maid doing such an activity, this will be followed by either a severe reprimand or dismissal.

6. Do not use the room for personal purposes, such as a place to relax.

This is a severe violation of house rules, usually in hotels with a very low level of service. This is also followed by dismissal.

Single use hospitality items.

These are hospitality items used in hotels as personal hygiene products. The set of personal hygiene items includes all items of sanitary and hygienic supplies. Storage and receipt of sanitary and hygienic supplies takes place centrally. They are usually stored in the office of the administrative and economic service and in the rooms of the maids.

With such "little things" guests feel great. The range of such products is quite wide, it includes both basic items: soap, shampoo, conditioner, and additional items: a sewing kit, shower caps, a dental kit (a disposable brush and a tube of paste), sponges for shoes, paper handkerchiefs.

The most acceptable for hotels are mini-packages of soap weighing 12, 13.20, 25, 45 grams. The most common are:

Soap in a floppack

Soap in corrugated packaging

Soap in a cardboard box

Soap in a plastic soap dish

LIQUIDS

Shampoo

Hair conditioner

Shower gel

Body lotion

Elixir for teeth

The volume of such packages is from 8 - 50 ml.

ACCESSORIES

Toilet paper

Shower cap

Shaving set (disposable razor and cream)

Shoe care products

Dental kit (disposable brush and tube of paste)

Matches, toothpicks

Refreshing wipes

Items for individual use should be designed in the same style and emphasize the individuality and prestige of the hotel.

If the guest stays for several days, then there is no need to change accessories every day, but only replenish.

Information folder for guests.

The guest information folder should be placed in a visible place in each room, usually next to the telephone.

The booklet contains information:

About the capacity of the hotel with the description of the rooms,

Information about hotel services, indicating their location, opening hours and phone numbers

Information about television

List of contents of the minibar

Breakfast order form

writing paper

Envelopes, etc.

A branded pencil or pen is attached to the booklet.

Also, some office supplies provided in the room contribute to the convenience of the guest's stay at the hotel: folders for papers, files, paper clips.

All kinds of printed publications help to make guests more informed:

Phone directories

City guides

Hotel corporate magazines

Room cleaning after the guest leaves the floor

Cleaning of rooms after the departure of the guest is carried out in the same sequence in which the cleaning of residential rooms is carried out. However, this cleaning has some specifics. When cleaning the room after the guest checks out, the additional work of the maid in comparison with the work in the occupied room includes the complete replacement of hospitality items of one-time use and, if necessary, reference, informational and promotional materials. It is no coincidence that more time is spent on cleaning the room after the guest leaves than on cleaning the room of the same category. As a result of such cleaning, the room should look perfect, look as if no one had lived in this room before.

During the cleaning of the room after the departure of the guest, it is necessary, first of all, to make sure that:

Nothing was missing from the hotel property in the room (and if this happened, then act according to the instructions available in each hotel in this regard).

There are no things forgotten or left by guests in the room (otherwise, you should act in accordance with the procedure established in the hotel for such cases)

All technical equipment is working properly (if not, then submit requests for repairs to the hotel's engineering and technical service).

After that, the maid performs a thorough cleaning of the room. Close attention after the departure of guests requires a bed. It is necessary to gently feel under the mattress, remove debris, feel the springs, determine if they are damaged. Every time during cleaning, and especially when cleaning after the departure of guests, you should pay attention to whether the curtains are in order, whether there is debris behind the chest of drawers or wardrobe, whether all drawers slide out well, whether cabinet doors creak, whether balconies and windows are clean.

Often, after the departure of smoking guests, a persistent specific smell of tobacco remains in the room for a long time. Air purifiers help to combat this in the hotel.

When preparing the room for a new arrival of guests, the maid covers the glasses that the bathroom is equipped with with special disposable corrugated paper lids or place the glasses in special disposable bags so that they do not get dust and microorganisms. Paper napkins that are placed under the glasses are also subject to replacement. At the bottom of the washed, disinfected and wiped dry bathtub, a notification is placed for guests that this plumbing fixture has been disinfected.

The lid and seat of the toilet bowl are connected and fitted together with a special plastic tape with the inscription “disinfected” on it.

Spare toilet paper roll must be sealed. One option is when one end of the toilet paper is formed into a very effective tourniquet and secured with a special seal with the hotel logo. Another option is to wrap the spare paper roll with paper or plastic tape. Upon arrival, guests easily remove this tape and at the same time understand that no one has touched this paper before them.

These seemingly simple details should convince guests that everything is prepared for them, taking into account the highest sanitary and hygienic standards. When cleaning rooms after guests check out, it is very important to check the availability of clothes hangers in the closet.

At the end of cleaning, the maid checks the contents of the information folder for guests. Crumpled, dirty, torn forms and sheets marked by previous guests are not allowed. They are unconditionally replaced, and saving in this case only harms the cause, it is not appropriate here.

Sometimes, when guests leave, they lose or forget their belongings at the hotel.

If such things are found, the maid is obliged to inform the Supervisor about the find or to the security service. It is advisable to find the owner of the forgotten item as soon as possible before the guest leaves the hotel. If the guest has already left the hotel, then the found things go to the economic department for storage. All finds are recorded in a special journal by a manager or supervisor.

When describing things, you need to know certain rules, to act in this matter extremely carefully and very professionally. It is recommended to make only an external, visual description of forgotten things, especially for jewelry and furs. Let's say, at first glance, a golden bracelet is found. It would not be correct to write that a gold bracelet was found, but correctly - a bracelet made of yellow metal. Or, for example, the guests forgot the ring and it looks like a ring made of platinum or silver with a diamond. In this case, this thing should be registered as follows: a white metal ring with a colorless, transparent stone was found.

After registration, forgotten things are placed in special bags of appropriate sizes, to which a small card is glued with information transferred from the register of forgotten things:

Registration number

Guest name

The place where the item was found

Item name

The name of the person who found the item

Notes

Manager's or Supervisor's signature.

These cards help organize the search for forgotten things.

As a rule, in hotels, the period of storage of forgotten things is a year and one day. After the expiration of the established period, in the event that the thing was not claimed by the owner or authorized person, the hotel takes ownership of it. The hotel management makes a decision on the disposal of the thing within two weeks. As a rule, the thing is transferred to the person who found it. This is a very sensible move, as the hotel staff has an additional incentive to return the items found.

As well as gifts to hotel employees from guests, as well as things forgotten and not claimed by guests transferred to employees, must be specially decorated. In the journal of abandoned and forgotten things, a note is made about which employee the thing was given to and a pass (permit) is issued for the removal of things. The pass indicates: date, full name of the employee, position, department, name of things and items allowed for removal, signature of the service manager. The pass is issued in three copies: the original is presented to the security officers, the other remains with the employee, the third is kept by the person who allowed the removal. Also, when cleaning the room, special attention should be paid to an individual safe for storing valuables. If after the departure of the guest the safe is closed, it is necessary, together with the manager and two witnesses, to open the safe, draw up an appropriate act and act according to the instructions.

If a key card is left in the room after the guests check out, it must be brought to the office of the housekeeping department.

Spring-cleaning.

General cleaning is carried out periodically at least once every 10 days.

Its goal is to cover with cleaning those places for which, as a rule, there is no time during the daily routine cleaning.

During the general cleaning, the walls are cleaned and washed, both in the rooms and in the corridors, doors, baseboards, false ceilings, etc. All pointers, signs, lamps are also wiped, ventilation grilles are cleaned. General cleaning also includes wet cleaning of carpets.

It is necessary to pay attention to the bed: duvet covers, pillows, mattress cover, bedspreads. It is unacceptable that there are dips in mattresses and duvet covers, and that there are any spots or holes on pillows and bedspreads. During cleaning, the mattresses are carefully cleaned with a vacuum cleaner.

In the bathroom, the seams between the tiles are washed, thanks to these actions, the air in the bathroom becomes fresher.

Frequency of cleaning large items of equipment in the room:

Blankets, (as soiled), 4 times a year

Blankets, (as soiled), 6 times a year

Curtains in the room - once a year

Curtains in the bathroom - once a month

The schedule of general cleaning is made by the manager of the economic department. The maids must strictly follow this schedule, and the supervisors must supervise the performance of the maids' work.

Troubleshooting procedure in the room stock

During cleaning, the maid may detect any technical problems. It is the duty of the maid to check the operation of all the technical equipment of the room. If she finds any defects and malfunctions, she reports this to the Supervisor. He, in turn, fixes this fact in the corresponding floor sheet and draws up an application for repairs to the engineering department. The repair application form is a document consisting of three copies of special paper of different colors, which, when filled out, provides a copy effect. In the application, the supervisor indicates the room number, the object of the malfunction, the date, time, puts his signature. In addition, the degree of urgency of the repair is often indicated:

Very urgent, do it immediately

Make it within the next 24 hours

There are situations when the problem is difficult to fix in a short time. Sometimes it happens that a technical problem cannot be solved only by the engineering department of the hotel. In this case, they resort to the help of city repair services and organizations. Then the number is temporarily under repair and receives the status of LLC (out of order), in other words, the number is temporarily out of service. The engineering and technical service should, if possible, carry out repairs as soon as possible and report the results to the ACS in a timely manner, thereby reducing the downtime of the room stock. Also, the guest himself can let the hotel staff know that one or another technical malfunction needs to be fixed in his room.

Standard 6.1. Responsibility for the property of the Guest

The maid remembers that during the cleaning of the room she carries
responsibility for the safety of the property of the Guests staying in the room. That's why:

a) does not take personal belongings of the Guest (even for a few minutes to show Colleagues, etc.);
b) does not "try on";
c) does not smell perfume;
d) does not let strangers into the room in the absence of the Guest;
e) does not transfer the service key to any of the Colleagues
(in case of loss, the responsibility is borne by the employee in whose name the key is issued);
f) locks the door with a key after cleaning the room (if the Guest is not in the room) or tightly closes the door, but does not slam it (if the Guest is in the room).

Standard 6.2. Guest money, open safe

If during cleaning the maid finds money, she should not touch it and / or shift it to another place; all the more so - to assign to yourself (even if he considers them a tip).

If during cleaning the maid finds that the safe in the room is open, she does not touch the safe or its contents.
And does not inform the Guest that the safe is open. But he leaves after cleaning, not forgetting to lock the door.

With a probability of 99%, the Guest will find the open safe by himself (Guests usually open it every day). After making sure that everything is in place, he will close the safe himself. Informing a Guest ("Your safe is open") may provoke some people to accuse them of a theft that didn't happen.

Standard 6.3. Forgotten things of the Guest

If, during the cleaning of the room, the maid discovers the Guest’s things left/forgotten/lost by him in the room, she never takes them for herself (even items of insignificant value, even badges,
ballpoint pens, etc.), but she:

a) promptly informs the reception and accommodation service (porter on duty) about the finding of things;
b) transfers the found items to the porter on duty to return them to the Guest (if the Guest has not left the Hotel yet);
c) if the Guest has already left the Hotel - transfers the found things to the administrator according to the inventory.

The maid also registers the found left/forgotten/lost things of the Guest in a special "Journal of Forgotten Things"; enters mandatory information indicating the list of things, date, time and place of discovery, his name; makes a note about the transfer of things to the administrator according to the inventory.

Hotel staff do not always understand correctly what is possible during regular room cleaning and what is not. Of course, each hotel has its own standards, but in practice, employees do not always follow them. Ultimately, incorrect service becomes a reason for dissatisfaction with guests, many of whom leave negative reviews about the hotel.

Here are some basic cleaning tips that will help your hotel build a positive reputation. The list will be especially useful for small hotel structures that do not have strict cleaning rules.

What you can do when cleaning:

Garbage collection:

It is necessary to throw away the garbage accumulated in special baskets, the contents of all urns are considered unnecessary by default, and therefore require elimination. In addition, near the baskets, customers often leave large items of garbage (for example, food containers) that do not fit inside. All this is also subject to cleaning. If during the cleaning process there are doubts about whether the client needs any thing, it is better not to touch it. Customers can leave empty boxes next to the dumpster, in order to avoid misunderstandings, they do not need to be thrown away.

An example is the following case. In one hotel, a cardboard box from a laptop purchased by a client was thrown away by a maid. Subsequently, a defect was found in the product, the person decided to return it to the store, but the lack of a box from under the laptop made the return impossible. As a result, the client requested damages from the hotel.

Clothing items:

If during the cleaning process a thing thrown on the floor was found, it should be carefully placed on the cabinet, back of a chair or bed. Scattered shoes should be placed along the baseboard, but this must be done so that the client does not inadvertently stumble over it. The main recommendation is that all things should be in front of the guest. It is unacceptable to pack them in bags, fold and hang them in cabinets, and so on.

Hygiene items:

As for hygiene items, the staff can only touch them up a little during the cleaning process. For example, a toothbrush left on a cabinet can be placed in a special glass; shampoos and bathing products can be placed on the side of the bathroom; combs and cosmetic accessories can be put on a toilet towel. In no case should you put any hygiene and cosmetic products in the owner's cosmetic bag, this is fraught with unwanted incidents. It is not uncommon for customers to accuse hotel employees of missing expensive cosmetics. Subsequently, it turned out that the maid simply shifted the cosmetics to another place.

What not to do when cleaning:

When cleaning by hotel staff, it is important to understand the boundaries of what is acceptable. So, the maid should in no case touch the following things:

Electronic devices, medicines, valuable items:

Moving money, various valuables, keys, jewelry can cause concern to the owner. The client can accuse the hotel staff of unseemly intentions. Of course, hotels have a warning that the hotel administration is not responsible for the loss of things left outside the safe without supervision. Nevertheless, as practice shows, hotel guests often complain about the disappearance of personal belongings, money, jewelry left in the room. Some clients knowingly falsely accuse of theft in the hope of getting compensation, it is better not to provoke such incidents.

There is a case when in one hotel the maid threw away the packaging from under a rare and expensive drug. The box seemed empty to the maid, but there were still a few pills left. Great efforts were required from the hotel to ensure the delivery of vital medication to the client in the future. However, such a story can end very badly. When it comes to electronics, it's still not uncommon for customers to complain about staff moving and using devices.

Bags, suitcases, wallets:

In no case should the hotel staff move these things of the guests, you should not put wallets and purses in furniture drawers. Such actions can be regarded as theft, and, therefore, lead to conflict situations. Unnecessarily, you should not open the cabinets used by the client. This can only be done to replace any household items (for example, laundry bags). You can also put in place an iron, ironing board.

In one of the hotels, during the cleaning process, the maid put the client's evening bag in a dresser drawer. However, the client did not use these boxes and subsequently forgot to pick up the purse containing the precious earrings. Earrings were specially matched with an evening dress for the celebration of the anniversary, the hotel was accused of disrupting the event.

Mugs, cups, glasses:

Staff should not take dishes in the room that contain contents. The thing is that customers often leave contact lenses and jewelry in the cups. By inattention, the maid can throw away the necessary and expensive things. There were situations when the maids poured out of the glasses, as it seemed to them, water. However, the contents of the container turned out to be a solution with the guest's contact lenses or a drug. To avoid such stories, each hotel needs to prescribe its own internal recommendations for staff regarding cleaning rules, this will help prevent unpleasant situations.

Not so long ago, a sensational video posted by a guest of one of the American hotels was discussed on social networks. The client left the room for a walk, but left the video camera on his laptop turned on. During the subsequent viewing of the video, it turned out that the maid managed to get acquainted with the contents of his suitcase, use a game console and laptop, and view a personal package. Subsequently, the client sent the video to the hotel management, and also posted a video on Youtube, where this video gained more than 15 million views. Not surprisingly, the video received a large number of negative comments from Internet users. Vince Stravix, the author of the scandalous video, did not advertise the name of the hotel, pointing only to the fact that this hotel chain is very popular.

All this cannot but affect the reputation of hotels in general. One commenter wrote: "This is the reason why I don't use hotels." Another user commented on the video: “In the hotel, I do not allow strangers to enter the room even for cleaning, I take towels at the reception myself.” It is not known how this story turned out for the employee featured in the video, but the video clearly did not add reputation to the hotel business.

In light of the foregoing, it should be understood how important well-defined standards are for hotels, including in matters of cleaning. Uniform rules will help staff to do their job properly, which will enhance the reputation of the hotel and help to minimize the occurrence of undesirable situations. After all, it is much easier to control the adherence of personnel to standards than to solve problems that have arisen in service.

01/14/2016 Similar news:

Most hotels adhere to the following sequence of room cleaning:

first of all, rooms are cleaned with a sign posted on the door "Please clean my room" (eng. "Please make up my room");

then cleaning in free, booked, waiting for guests rooms, as well as in rooms that are temporarily not in use for any reason (under renovation);

after that, the rooms occupied by the guests are cleaned.

Organization of service on the floors.

The purpose of the process of organizing service on the floors is: maintenance of the hotel premises in accordance with sanitary requirements; providing guests with a complex of paid and free services; ensuring the culture of behavior and business communication of the hotel staff.

To properly ensure cleaning and maximum cleanliness of the premises, as well as the items of equipment located in them, with minimal effort and time, it is necessary to follow a certain sequence in work.

The sequence of cleaning a multi-room suite:

1. living room;

   dining room;

2. hallway;

The sequence of the types of cleaning:

booked rooms;

current daily cleaning;

after departure;

express cleaning.

When performing cleaning work, it is recommended to adhere to the following principle: cleaning is carried out clockwise or counterclockwise in order not to miss a single piece of furniture. The main types of cleaning work are presented in Table 1.

Table 1 - Characteristics of the main types of cleaning work

Type of cleaning		Periodicity	Scope of work performed
Booked room cleaning	Ensure that the room is fully prepared for the arrival of the guest who booked this room	Produced on the eve of the day of arrival in the evening or at night, on the day of arrival of the guest early in the morning, daily 1 time per day for a certain number of days before the arrival of the guest	The cleaning service for the booked rooms includes: dry wiping; wet wipe; wet floor cleaning.
Daily routine cleaning	Ensuring cleanliness in the room	Daily	It is necessary to start cleaning the room with airing. Cleaning in a one-room suite should begin with a dining table. If there is food left on the table, it should be removed in the refrigerator or covered with a napkin. Bed cleaning includes dressing and changing bed linen. Bed linen is changed within the time limits specified in the regulatory document "The system of classification of hotels and other accommodation facilities", approved by Order No. 86 of the Federal Agency for Tourism (ROSTURISM) dated July 15, 2005. After cleaning the bed, the maid proceeds to clean the desk. Textbooks, manuscripts, business papers may lie on the table, which in no case should be touched and examined. The maid then proceeds to clean carpets, rugs, bedside rugs, curtains, draperies, upholstered furniture, and remove dust from walls and floors with a vacuum cleaner. After working with a vacuum cleaner, the maid should wipe dust off baseboards, window sills, and radiators. The wardrobe should be opened and ventilated daily, make sure that there are enough clothes hangers in it. There should always be brushes for clothes and shoes, a key for opening bottles in a certain place in the room.
Spring-cleaning	Carry out a thorough thorough cleaning with the use of cleaning equipment, materials, machines; to cover with cleaning those objects and places of the living room that are not subject to daily cleaning and cleaning after the departure of the guest; to carry out sanitary and hygienic measures that, according to the standard terms, coincide with the general cleaning; carry out cosmetic repairs in the room; make sure the room is habitable by inspecting and identifying problems with various communication systems.	1 time in 7-10-14 days	General cleaning work includes: washing the walls, wiping them dry; cleaning of ventilation grilles; cleaning of draperies, mattresses, railings; cleaning, washing windows and doors; additional work: washing floors, carpets, rubbing floors; mechanized cleaning of the ceiling, walls, ventilation grilles; washing window inner frames 2 times a year; mechanized cleaning and cleaning of curtains; washing curtains; washing lighting fixtures.
Express - cleaning	Ensuring cleanliness in the room	This type of cleaning is carried out at the request of the resident for a fee.	Express cleaning services include: removal of garbage from the room; cleaning and washing dishes; wiping the dining table; change of bed linen; cleaning in the bathroom for individual use: washing sinks, bathroom, toilet bowl; bath preparation; change of towels; floor washing or mechanized floor cleaning.
Evening turndown service	Ensuring cleanliness in the room	Daily	Room cleaning: ventilate the room, empty the ashtrays, wastebaskets and buckets, wipe the dust in the room, clean the bathroom. Preparing beds for sleep.

Lecture 11 Work technology and functions of dry cleaning laundry employees

The laundry-dry-cleaner in the hotel processes its own hotel and restaurant linen, uniforms of employees. This subdivision also performs laundry, cleaning, ironing and minor repairs of belongings of residents, which is an additional paid service. There is a laundry service available. In addition, the laundry-dry-cleaner performs laundry and cleaning of personal belongings of employees for a fee.

Let us dwell in more detail on the functions of supervisors associated with guest orders for laundry, dry cleaning, and ironing. In order not to create inconvenience for guests and to fulfill their orders in the shortest possible time, it is necessary to collect guest orders and transfer them to the laundry-dry-cleaner as soon as possible. As a rule, supervisors working on residential floors begin their work shift by collecting guest orders for laundry and dry cleaning services.

If guests find laundry, dry cleaning or ironing items in the room, the supervisor must comply with a number of formalities. First, check that the laundry package contains a completed and signed guest order form for laundry and dry cleaning services. Secondly, be sure to check the compliance of the items entered in the order form (price list) and their quantity with the actual contents of the package.

The order form for laundry and dry cleaning services is a technological document consisting of at least three copies of special paper of different colors, which provides a copy effect when filled out. The form contains a list of men's and women's items that the laundry-dry cleaner accepts for washing, dry cleaning and ironing. Here are the prices for a particular service.

The Laundry/Dry Cleaning Order Form also contains lead time information, including rush service information and related surcharges. A mandatory item of the order form is information about the hotel's responsibility to the client for damage or loss of their belongings. Guests are asked to mark the number of items to be handed over in the left column of the form in accordance with the name of the items and the type of processing. The form must contain an indication of the room number, the guest's last name, the date of filling, as well as the guest's signature. The order form always contains the hotel logo, the maximum possible details and a telephone number for obtaining additional information about the laundry and dry cleaning services.

The supervisor checks the contents of the laundry bag and the accuracy of filling in the order form. If everything is in order, he puts his signature on the form and indicates the corresponding room number, the name of the guest, the date on the laundry bag. This data is very important at work.

The inscriptions on the laundry bag must be understandable to representatives of different countries. It is necessary to provide that the package can be tightly tied. In this form, the supervisor takes guest orders to the laundry-dry-cleaner. There is a secondary control of the correspondence of the real number of things in the package with the data entered in the order form. When accepting a guest order, the laundry and dry cleaning employee puts his signature on the order form and the time the items are received for processing. Next, the guest linen is sorted, labeled and processed in accordance with the care instructions indicated on the products.

The question of the responsibility of the hotel to the guest for damage to things handed over for processing to the laundry-dry-cleaner is very acute in Russian hotels. While guaranteeing the quality of the service, the laundry staff cannot guarantee the quality of the products themselves. Products often have defects of various kinds or are produced in an artisanal way. To avoid conflict, the hotel management must protect itself as much as possible already at the initial stage of the service. The law “On Protection of Consumer Rights” (Article 35, paragraph 3) states that “the contractor is relieved from liability for the complete or partial loss (damage) of the material (thing) received from the consumer, if the consumer is warned by the contractor about special properties of the material (thing), which may entail its complete or partial loss (damage) or if the specified properties of the material (thing) could not be detected upon proper acceptance by the contractor of this material (thing)”. This wording allows the administrative and economic service of the hotel and, in particular, the laundry-dry cleaner, to develop their own technological document, which reflects the presence (absence) of marking, the presence (absence) of operational defects, warnings about the manifestation of possible shortcomings during processing. All manufacturing and operational defects of the product must be reflected in the document in the most detailed way.

Cleaning in the rooms is subject to certain standards adopted for such organizations and fixed in the regulations of hotels. These documents determine the frequency, time and duration of room cleaning, they list cleaning and detergents used for cleaning, maid behavior standards and many other nuances.

Routine cleaning of standard occupied rooms is carried out once every two days, before checkout time (for example, until 12.00). A certain amount of time is allotted for cleaning one room of the maid (according to the standard of the organization).

Routine room cleaning usually includes the following procedures:

• Ventilation of premises.
• Cleaning in the bathroom: wiping mirrors, furniture, shelves and handles in the bathroom, cleaning and disinfecting plumbing fixtures, changing the solution in the brush container, changing the trash bag and taking out the garbage, replacing / adding, if necessary, hygiene items, hygiene consumables and hospitality items, wet cleaning of the floor, the use of an air freshener. The change of towels is also included in the current cleaning of the room - the maid is obliged to replace all towels, except for those that are on towel holders, so if the Guest needs to change towels, it is recommended to remove them from the towel holder before cleaning and put them, for example, on the sink, on the tank, on the edge of the bathroom, or better - on the floor.
• Cleaning in the rooms: changing bed linen, making the bed, washing ashtrays and dirty dishes, caring for flowers (if any), wiping furniture, household appliances and interior items, washing and polishing mirrors, removing dust from carpets and upholstered furniture with using a vacuum cleaner, wet cleaning of baseboards and mopping the floor.

Our company offers the following products for hotels and hotels:

• Detergents for cleaning rooms "HOTEL LINE"
• Equipment for cleaning, washing and wiping

The behavior of the maid during cleaning in the Guest's room:

• Room cleaning should be carried out in the absence of the Guest, except for the case when the Guest is not going anywhere and asks to be cleaned in his presence. In this case, the maid must clean in such a way as to disturb the Guests who are in the room at that time as little as possible.
• If the Guest returns to the room during cleaning, the maid must politely inform the Guest of the end time of the cleaning. If the Guest is not satisfied with this, he can ask the maid to come back later to finish cleaning.
• If there is a "Make up room" sign on the outside door of a room, the maid will clean those rooms first.
• The maid is not allowed to enter or knock on the room if the sign "Do not disturb" has been posted on the outside of the door by the Guest.

When cleaning the maid's room, it is strictly forbidden: let strangers into the room (with the exception of hotel employees, for them to carry out repair or plumbing work), be idle in the room, lock themselves in the room, be distracted by any personal affairs, slam doors, sit or stand on tables, sofas, armchairs and other furniture , watch TV, listen to music, use the bathroom or room equipment for personal purposes, touch the Guest’s things hung or laid out in the closet, move the Guest’s valuables from the place where they were found.

Note. The article provides a general cleaning procedure for standard occupied rooms. The rules may differ depending on the category of hotel or hotel. The guest can always ask the administrator of his hotel for clarification of the behavior of the maid or the procedure for cleaning.