HOUSEKEEPING QUALITY GUIDELINES
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OCTOBER 2019-HK Quality Guidelines V1 HOUSEKEEPING QUALITY GUIDELINES ABOUT THESE QUALITY GUIDELINES: These quality guidelines are designed to give all employees an overview of the Housekeeping standards and should be used, rotated and incorporated into the daily 15-minute training.
Transcript of HOUSEKEEPING QUALITY GUIDELINES
OCTOBER 2019-HK Quality Guidelines V1
HOUSEKEEPING QUALITY
GUIDELINES
ABOUT THESE QUALITY GUIDELINES:
These quality guidelines are designed to give all employees an overview of the Housekeeping standards and should be used, rotated and incorporated into the daily 15-minute training.
OCTOBER 2019-HK Quality Guidelines V1
TABLE OF CONTENTS
SECTION 1 HOW TO CLEAN A HOTEL ROOM
1. HK TROLLEY SET UP AND DAILY PREPARATION
2. ENTERING THE GUESTROOM
3. HOW TO REMOVE WASTE
4. HOW TO SANITIZE DRINKING GLASSES AND CUPS (VIDEO)
5. HOW TO CLEAN THE TOILET (VIDEO)
6. HOW TO STRIP A BED (VIDEO)
7. HOW TO MAKE UP THE BED (VIDEO)
8. DUSTING AND POLISHING
9. HOW TO CLEAN THE WARDROBE AND DRAWERS (VIDEO)
10. WINDOW AND GLASS CLEANING
11. HOW TO SET UP THE MINIBAR
12. HOW TO CLEAN THE BATHTUB (VIDEO)
13. HOW TO CLEAN THE SHOWER (VIDEO)
14. HOW TO CLEAN THE WASH BASIN AND FAUCET (VIDEO)
15. HOW TO CLEAN THE OVERHEAD SHOWER
16. MIRROR AND GLASS CLEANING (VIDEO)
17. BATHROOM FLOOR CLEANING (VIDEO)
18. HOW TO SET UP THE AMENITIES
19. VACUUMING THE CARPET AND SOFA (VIDEO)
20. SPRAYING AIR FRESHENER (VIDEO) 21. HOW TO CLEAN RUBBER FLIP FLOPS/SLIPPERS
SECTION 2 PUBLIC AREA HK TASKS
1. GENERAL CLEANING CHEMICALS AND EQUIPMENT
2. HOW TO DAMP A MOP (VIDEO) 3. CARPET CLEANING 4. HOW TO CLEAN SUN UMBRELLAS 5. HOW TO CLEAN PUBLIC RESTROOMS (VIDEO) 6. HOW TO CLEAN PUBLIC SHOWERS(VIDEO) 7. HOW TO CLEAN A WINDOW (VIDEO) 8. HOW TO CLEAN WINDOW BLINDS (VIDEO) 9. CLEANING ELEVATORS (VIDEO) 10. HOW TO CLEAN FITNESS ROOMS (VIDEO) 11. HOW TO CLEAN MARBLE FLOORS (VIDEO) 12. HOW TO CLEAN FLOOR TILES 13. HOW TO WAX HARD SURFACES 14. HOW TO CLEAN GUEST CORRIDORS – Outdoor 15. HOW TO CLEAN GUEST CORRIDORS – Indoor 16. HOW TO CLEAN FURNITURE (VIDEO)
SECTION 3 HK CHECKLISTS AND TEMPLATES
SECTION 4 HK SERVICE DIALOGUES
OCTOBER 2019-HK Quality Guidelines V1
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SECTION 1
HOW TO CLEAN A HOTEL ROOM
1. HK TROLLEY SET UP AND DAILY PREPARATION
PROCEDURE:
All room attendants must first check the trolley or cleaning bucket before moving into the room. The following items must be checked:
• Chemicals
• Cleaning equipment
• Replacement materials
Daily preparation
• Linen shelves have to be filled with fresh linen as per the set stock.
• Room attendants must refill all cleaning chemicals and set up the cleaning bucket to be ready for the next day.
• The maid trolley must be cleaned on a daily basis.
• The vacuum dust bag must be emptied and cleaned after finishing cleaning each day.
CHEMICALS/EQUIPMENT:
Daily cleaning chemicals • Forward DC – Multi-purpose cleaner for both
bathroom and floor
• Crew Lime and Scale Remover- Toilet bowl and floor
• Glance 101 – Window, glass surfaces and mirror
• Suma Bac – Sanitizer+ Detergent Drinking glasses, coffee cups, cutlery and other equipment in room
• Good sense – Air freshener
• Shine up-Furniture Maintainer
Equipment
• Cleaning bucket
• Cleaning cloth/ Micro fiber cloth
• White pad
• Rubber gloves
• Mop set
• Vacuum cleaner
OCTOBER 2019-HK Quality Guidelines V1
Maid Trolley Set Up
Daily preparation
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2. ENTERING THE GUESTROOM
CLEANING STEPS:
• Knock on the door or ring the bell, announce
“Housekeeping” and wait for the guest to reply about 10 seconds). If there is no reply then knock again.
• Enter the room quietly/gently and announce yourself once again.
• Leave the door open.
• Enter the room.
• Open the curtains before you start to clean the room.
• Open the door or window if that room is a smoking room.
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3. HOW TO REMOVE WASTE
CLEANING STEPS:
• Remove the room service leftovers, crockery, cutlery, etc.
• Remove waste from the bathroom and bedroom.
• Remove empty guest supplies /amenities.
• Separate the used soap bar into waste for recycling (Soap 4 Hope).
CHEMICALS/EQUIPMENT USED:
Chemicals:
• N/A Equipment:
• Garbage bag
• Hand gloves
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4. HOW TO SANITIZE DRINKING GLASSES AND CUPS
PROCEDURE:
• Use SUMA BAC from the dispenser for glass cleaning and sanitizing.
• Clean items with the glass cleaning sponge.
• Rinse the glasses with fresh water.
• Leave items to dry or wipe them with a clean towel.
CHEMICALS/EQUIPMENT USED:
Chemicals:
• Suma Bac -Sanitizer+ Detergent for drinking glasses, coffee cups, cutlery and other equipment in room
Equipment:
• Hand gloves
• Cleaning cloth
• HOW TO SANITIZE DRINKING GLASSES AND CUPS VDO
CLICK HERE
OCTOBER 2019-HK Quality Guidelines V1
BACK TO TABLE OF CONTENTS 5. HOW TO CLEAN THE TOILET
PROCEDURE:
1.Flush the toilet bowl. Apply CREW LIME to the toilet bowl and leave it until the bedroom cleaning is completed. This is to allow the chemical to work. 2. Clean the toilet bowl, scrub the inside thoroughly. 3. Clean the bowl and the cover, use a scouring pad with FORWARD DC and clean the seat cover. 4. Clean the outer part of the bowl and the water tank. 5. Flush away the contents of the bowl. Use a wet cloth to wipe the bowl and seat. 6. Dry the toilet bowl and use a wet cloth to wipe clean. Then, with a dry cloth, ensure it is dry and shiny. 7. Close the cover, leave the toilet seat cover in the CLOSED position. Ensure it is dry and shiny.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC -Multi-purpose cleaner for both bathroom and floor
• Crew Lime Toilet bowl and floor
Equipment:
• Hand gloves
• White cleaning pad
• Cleaning cloth
• HOW TO CLEAN THE TOILET VDO
CLICK HERE
OCTOBER 2019-HK Quality Guidelines V1
BACK TO TABLE OF CONTENTS 6. HOW TO STRIP A BED
PROCEDURE:
• Remove the pillowcases and place them amongst the soiled linen. Place the pillows on the sofa, and do not put them on the floor.
• Remove the duvet cover and place the duvet on the sofa. Ensure there are no particles on the soiled duvet cover.
• Remove the bedsheet amongst the soiled linen, ensuring there are no particles.
• Change the bed pad only if necessary. Ensure it is free of stains, hair and dust.
• Remove all used bath linen, towels and bathrobes.
• Make up the bed with the same linen for daily guestroom cleaning (As per Brand Standard).
• Replace new linen if necessary or check out room (As per Brand Standard).
• Make sure all linen is clean and not damaged.
• HOW TO STRIP A BED VDO
CLICK HERE
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7. HOW TO MAKE A BED
PROCEDURE:
• Prepare clean bed linen.
• Adjust the mattress, the mattress topper, and the mattress protector in the proper position.
• Put the bedsheet on the bed.
• Tuck the sheet equally in the four corners of the bed.
• Insert the duvet into the clean duvet case.
• Put the duvet in place, straighten the crease.
• Tuck the duvet in the bottom corners of the bed.
• Put the pillows in the clean pillowcases.
• Put the pillows by the headboard of the bed.
• Recheck and ensure that there are no creases, no stains and it is free of any dust particles such as hair, threads, etc.
• Place show cushions in front of the pillows.
• HOW TO MAKE A BED VDO
CLICK HERE
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8. DUSTING AND POLISHING
PROCEDURE:
• Damp dusting with multi surface cleaner with disinfectant FORWARD DC.
• Polish wood furniture with SHINE UP.
• Polish TV frames /telephone and remote control with GLANCE 101.
*** For daily routine jobs use only Forward DC for
all surfaces.
Attention!
• SHINE UP: For wooden surfaces - use only once a week.
• TV Screen/ TV Frame: Do not use chemicals, only microfiber cloth.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC- Multi-purpose cleaner for both bathroom and floor
• Glance 101 – Window, glass surfaces and mirror
• Shine up-Furniture Maintainer
Equipment:
• Cleaning cloth
• Microfiber cloth
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9. HOW TO CLEAN THE WARDROBE AND DRAWERS
PROCEDURE:
• Remove unused articles.
• Dust and wipe from top to bottom.
• Check the cabinet, shelf, drawers and safe deposit box, etc. Ensure all are in good condition.
• Set the hangers and the unused articles as per the hotel standards.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC Multi-purpose cleaner for both bathroom and floor
Equipment:
• Cleaning cloth
• Long hand brush
• HOW TO CLEAN THE WARDROBE AND DRAWERS VDO
CLICK HERE
OCTOBER 2019-HK Quality Guidelines V1
BACK TO TABLE OF CONTENTS 10. WINDOW AND GLASS CLEANING
PROCEDURE:
• Spray glass cleaner GLANCE101 on the cleaning cloth.
• Wipe the glass window, mirror or glass table with a glass cleaning cloth or colour coded Microfiber cloth.
• Do not spray chemicals directly on the surface.
CHEMICALS /EQUIPMENT:
Chemicals:
• Glance 101 window cleaner Equipment:
• Cleaning cloth
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11. HOW TO SET UP THE MINIBAR
PROCEDURE:
• Clean the refrigerator with FORWARD DC.
• Set up the Minibar.
• Set up clean glasses and coffee cups.
• Clean and remove scale in the kettle with scale remover SUMA CALC.
CHEMICALS/EQUIPMENT:
Chemicals:
• Forward DC Multi-purpose cleaner for both bathroom and floor
• Suma Calc-De-scaler Equipment:
• Cleaning cloth
• Hand gloves
• White cleaning pad
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BACK TO TABLE OF CONTENTS 12. HOW TO CLEAN THE BATHTUB
PROCEDURE:
• Remove all the dirt from the wall or bathtub with water.
• Spray FORWARD DC for cleaning.
• Clean the surface with a cleaning pad.
• Rinse well.
• Wipe the surface with a cleaning cloth.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• Hand gloves
• White cleaning pad
• Cleaning cloth
• HOW TO CLEAN THE BATHTUB VDO
CLICK HERE
OCTOBER 2019-HK Quality Guidelines V1
BACK TO TABLE OF CONTENTS 13. HOW TO CLEAN THE SHOWER
PROCEDURE:
• Remove all dirt from the wall with water.
• Spray FORWARD DC for cleaning from top to bottom.
• Clean the surface with a cleaning pad or cleaning brush.
• Rinse.
• Wipe the surface with a cleaning cloth.
• Use a squeegee for glass surfaces.
• Use EMEREL cream cleanser to remove scale left over on shower taps or glass.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
• Emerel cream -General purpose cleaner
Equipment:
• Hand gloves
• White cleaning pad
• Cleaning cloth
• HOW TO CLEAN THE SHOWER VDO
CLICK HERE
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14. HOW TO CLEAN THE WASH BASIN AND FAUCET
PROCEDURE:
1. Remove soiled towels, if any, from the
counter top.
2. Wipe the mirror with FORWARD DC and a clean glass cloth.
3. Lift all guest items / supplies and toiletries
from the vanity counter to wipe.
4. Arrange all guest items and toiletries neatly. Move items carefully to avoid breakage.
5. Use EMEREL cream cleanser to remove rust or scale on faucet.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC– Multi-surface cleaner
• Emerel cream- General purpose cleaner
Equipment:
• Hand gloves
• White cleaning pad
• Cleaning cloth
• HOW TO CLEAN THE WASH BASIN AND FAUCET VDO
CLICK HERE
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15. HOW TO CLEAN THE SHOWER HEAD
PROCEDURE:
• It is suggested to have spare shower heads available then this process can be done more frequently and handled in the back of the house.
• The frequency of cleaning is based on the water hardness and calcium buildup of the shower head and might be required monthly.
• Take out the overhead shower and handheld shower and shake out any excess water.
• Combine SUMA CALC with water in a bucket. Dilution rate = 1-part SUMA CALC to 20 parts water.
• Put both shower components in the bucket and let them soak for 30 minutes or longer depend on the calcium build up.
• Use a toothbrush to scrub the shower head and rinse the shower head thoroughly.
• Dry it with a cloth and then reattach the showerhead and make sure it fits properly.
• This must be completed based on the water hardness
CHEMICALS /EQUIPMENT:
Chemicals:
• Suma Calc-De-scaler
Equipment:
• Bucket
• Toothbrush
• Cleaning cloth
• Gloves
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16. MIRROR AND GLASS CLEANING
PROCEDURE:
• Spray glass cleaner GLANCE 101 on the cleaning cloth.
• Wipe the glass or mirror with glass cleaning cloth or colour coded microfiber.
• Do not spray chemicals directly on the surface.
• Use EMEREL cream cleanser to remove scale left over on glass or mirror.
CHEMICALS /EQUIPMENT:
Chemicals:
• Glance 101 -Window cleaner
Equipment:
• Hand gloves
• Cleaning cloth
• HOW TO CLEAN THE MIRROR AND GLASS VDO
CLICK HERE
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17. BATHROOM FLOOR CLEANING
PROCEDURE:
• Spray FORWARD DC for cleaning.
• Clean the surface with a floor mop.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC– Multi-surface cleaner Equipment
• Floor mop
• BATHROOM FLOOR CLEANING VDO
CLICK HERE
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18. HOW TO SET UP AMENITIES
PROCEDURE:
• Replace used amenities
• Arrange guest supplies
• Set out new bath linen
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19. VACUUMING THE CARPET & SOFA
PROCEDURE:
• Make sure the vacuum machine is in good order.
• Use the vacuum cleaner to remove dust from the carpet or hard floor.
• Change the nozzle to vacuum the sofa.
CHEMICALS /EQUIPMENT:
Equipment
• Cleaning cloth and vacuum nozzles
• VACUUM THE CARPET & SOFA VDO
CLICK HERE
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20. AIR FRESHENER
PROCEDURE:
• Last step of the room cleaning procedure: Recheck the room cleanliness and make sure nothing is left over on any surface.
• Close the window and curtains.
• Spray air freshener to finish the room cleaning process.
CHEMICALS /EQUIPMENT:
Chemical
• Good Sense air freshener
• AIR FRESHENER VDO
CLICK HERE
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21. HOW TO CLEAN RUBBER FLIP-FLOPS/ SLIPPERS
PROCEDURE:
Daily
• Wash flip-flops using the water spray gun or shower.
• Let the water run dry.
• Spray FORWARD DC on the surface of flip-flops and clean them with a cleaning cloth.
Deep-cleaning
• Soak rubber flip-flops in a bucket full of warm water mixed with a FORWARD DC solution. Scrub clean with a brush or scouring pad.
• Wipe the slippers with a dry-cleaning cloth and place neatly into the cabinet.
CHEMICALS/EQUIPMENT:
Chemicals:
• Forward DC– Multi-surface cleaner
Equipment:
• Cleaning cloth
• Old toothbrush
• Scrubbing brush
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SECTION 2
GENERAL HK TASKS
AND
PUBLIC AREA CLEANING
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1. GENERAL CLEANING CHEMICALS AND EQUIPMENT
PROCEDURE:
Chemicals:
• To identify the purpose of each area and chemicals used and apply it as per the instructions from Diversey.
• To have a Safety Data Sheet in place.
Equipment
• All cleaning equipment must be clean and dry, plus free of dust and debris, with no moisture.
• The vacuum cleaner must be clean and dry with no bad odors, and a vacuum bag which is clean and empty.
CHEMICALS /EQUIPMENT:
Daily Cleaning Chemicals:
• Forward DC
• Glance 101
• Crew Lime
• Emerel cream
• Carpet spotter
Daily Cleaning Equipment:
• Bucket
• White cleaning pad & sponges
• Hand brush
• Cleaning rags & cloth
• Vacuum cleaner
• Floor mop set
• Wet Floor sign
• Broom & dustpan
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2. HOW TO DAMP A MOP
PROCEDURE:
Always ensure that the floor has been dust mopped or swept before damp mopping.
• Fill the bucket with water and add FORWARD DC.
• Erect the floor sign on the floor to be mopped. When mopping a high traffic area, divide the area into half so that the other half is still available for traffic and to ensure the floor just recently mopped has sufficient drying time.
• Soak the mop in the bucket and lightly squeeze the excess water before mopping. The mop should not be too dry or wet that it will be hazardous.
• Soak the mop in the cleaning solution again before proceeding to another area.
• Change the mop water if necessary.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• 1 x twin or single mopping buckets & wringer
• 1 x damp mop
• Wet Floor sign
• Neutral cleaner
• HOW TO DAMP A MOP VDO
CLICK HERE
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3. CARPET CLEANING
PROCEDURE:
• Ensure the machine is complete with the necessary attachments and in good working condition.
• Prepare the BONNET solution.
• Vacuum the carpet.
• Pre – Spotting: Apply the Pre - Spotter to heavily soiled areas and lightly agitate the stain with a soft brush.
• Bonnet carpet cleaning must be completed on a weekly/monthly basis to make the carpet appear brighter and cleaner.
• Extraction carpet cleaning will expand carpet life. This should be done quarterly or semi-annually depending on use.
• Dry by air, blower or fan and ensure the carpet is properly dry before using the area.
Attention!
- Deal with a stain as soon as it occurs. - Soak up as much of the stain as
possible before using any other procedures and without rubbing.
- Identify the stain first before removing it as this can save time spent in trying inappropriate methods and prevent the use of methods that might damage a surface.
CHEMICALS /EQUIPMENT:
Chemicals:
Bonnet Shampoo Spotter
Equipment:
• Hand brush
• Vacuum cleaner
• Floor scrubbing machine
• Bonnet pad
• Carpet extraction machine
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4. HOW TO CLEAN SUN UMBRELLAS
PROCEDURE:
• Prepare the cleaning equipment and close the umbrella. The fabric can be cleaned without being removed from the installation.
• Check for stains and vacuum the umbrella.
• Clean the stains with FORWARD DC chemical.
• Vacuum the cushions.
• Ensure the umbrellas are working properly, and open the umbrella.
• Set up the equipment as per the hotel standards.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• Hand brush
• Vacuum cleaner
• Cleaning cloth
• Bucket
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5. HOW TO CLEAN PUBLIC RESTROOMS
PROCEDURE:
• Prepare cleaning equipment.
• Check status of the restroom, knock firmly on the door and say “Housekeeping”.
• If the washroom is occupied, excuse yourself and close the door.
• If the washroom is unoccupied, prop the door open with the doorstop and position the approved floor sign that indicates the room is being cleaned.
• Flush toilets and urinals. Apply FORWARD DC around and under the lip of the bowl, and around and under the rim and drain holes of the urinal.
• Empty trash containers.
• Clean sinks and countertop areas using FORWARD DC solution.
• Clean mirrors with GLANCE 101.
• Clean toilets and urinals, scrub the inside of the toilet or urinal with the bowl brush. Flush.
• Using a clean rag for each unit, clean exterior surfaces from top to bottom.
• Wipe dry all exterior surfaces. Polish handles.
• Dust furniture and fixtures.
• Restock dispensers for toilet paper, tissue, paper towels and soap. Dust or polish dispensers to remove any fingerprints or smudges.
• Clean the floor.
• Sweep all exposed floor areas. Run the edge of the broom along baseboards.
• Mop the floor with warm water and FORWARD DC solution.
• Dry-mop floor. Before leaving the restroom;
• Make one final check. Visually scan all areas of the public restroom for areas you may have overlooked.
• Smell the air for any unusual odors.
• Reassemble cleaning supplies and close the door.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC
• Glance 101
• Crew Lime
• Emerel cream
Equipment:
Cleaning bucket contains;
• White cleaning pad and sponges
• Bowl brush
• Supplies for paper, tissue and soap dispensers
• Broom and dustpan
• Floor mop
• HOW TO CLEAN PUPLIC RERSTROOMS VDO
CLICK HERE
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6. HOW TO CLEAN THE PUBLIC SHOWERS
PROCEDURE:
• Prepare the equipment with CREW LIME. Remove the floor mat from the shower area.
• Spread the water on the sand floor.
• Put the CREW LIME on the floor, especially on the green mold in corners.
• Scrub with a hand brush covering all the area. Ensure all the green mold has been removed.
• Rinse the floor well with water.
• Let it dry, then clean the faucet and showerhead with EMEREL cream cleanser.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC
• Crew Lime
• Emerel cream
Equipment:
Cleaning bucket contains;
• White cleaning pad
• Hand gloves
• Hand brush
• Floor mop
• Cleaning rags and cloth
• HOW TO CLEAN THE PUBLIC SHOWERS VDO
CLICK HERE
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7. HOW TO CLEAN WINDOWS
PROCEDURE:
• Prepare the equipment and GLANCE 101 chemical.
• Place the cleaning cloth to protect the surface.
• Soak the mop head in the GLANCE 101 chemical.
• Apply it to the glass in a horizontal or vertical movement.
• Wipe the squeegee until the entire glass is covered.
• Wipe the side of the glass frame with a cleaning cloth to ensure the glass is clear of water.
CHEMICALS /EQUIPMENT:
Chemicals:
• Glance 101 -Window cleaner
Equipment:
• Bucket
• Squeegee
• Cleaning cloth and rags
• HOW TO CLEAN WINDOWS VDO
CLICK HERE
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8. HOW TO CLEAN WINDOW BLINDS
PROCEDURE:
• Tilt the blinds.
• Clean the slats one by one with a cleaning cloth on a daily basis.
• Vacuum the slats one by one on a monthly basis.
• Pull and adjust the cord and pulley to test.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• Cleaning cloth
• HOW TO CLEAN WINDOW BLINDS VDO
CLICK HERE
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9. CLEANING ELEVATORS
PROCEDURE:
● Wipe down the interior of the elevator.
● Sweep or vacuum the floor, as per the surface.
● Mop the floor with FORWARD DC solution.
● Wipe down the exterior of the elevator.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• Cleaning cloth
• Bloom and dustpan
• Floor mop
• CLEANING ELEVATORS VDO
CLICK HERE
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10. HOW TO CLEAN FITNESS ROOMS
PROCEDURE:
• Prepare the equipment bucket.
• Refill fresh towels and other amenities.
• Empty all the trash bins.
• Wipe the cabinet from top to bottom.
• Wipe the screen surface of all equipment with a microfiber cloth and the FORWARD DC chemical.
• Dust and clean the gym equipment.
• Tidy up the yoga mats.
• Vacuum the floor.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
• Glance 101-Window cleaner
Equipment:
Cleaning bucket contains;
• Cleaning cloth
• Tongs
• Supplies of fresh towels, tissues, and cone paper
• Vacuum cleaner
HOW TO CLEAN FITNESS ROOMS VDO
CLICK HERE
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11. HOW TO CLEAN MARBLE FLOOR TILES
PROCEDURE:
• Spray the SNAPBACK SPRAY BUFF chemical on the floor, but do not overuse.
• Follow the machine usage instruction manual carefully while using the scrubbing machine.
• While scrubbing ensure the entire area is equally shiny and dry.
CHEMICALS /EQUIPMENT:
Chemicals:
• Diversey Snapback Spray Buff
Equipment:
• High speed disc machine for hard floor polishing
HOW TO CLEAN MARBLE FLOOR TILES VDO
CLICK HERE
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11. HOW TO CLEAN FLOOR TILES
PROCEDURE:
• Prepare the floor scrubber machine, mix the proper amount of chemicals into the solution tank (if using the tank) and please follow the directions on the label of the bottle exactly.
• Floor pad/brush; ➢ Pad for smooth resilient tiles. ➢ Brushes for uneven tiled floors with grout lines.
• Set up your caution and wet floor signs.
• Remove all debris, dirt, and large objects.
• Sweep or vacuum the floor.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
Equipment:
• Wet Floor signage
• Floor scrubber machine – low speed
• Rubber shoes
• Floor squeegee
• Floor mop
• Cleaning rags and cloth
OCTOBER 2019-HK Quality Guidelines V1
• Mop the floor.
• Scrub the floor.
• Wet vacuum with squeegee.
• Damp mop.
• Dry mop with clean cloth.
• Leave to air dry.
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13. HOW TO WAX HARD SURFACES
PROCEDURE:
• Set up caution and wet floor signs.
• Remove all debris, dirt, and large objects.
• Sweep or vacuum the floor.
• Mop the floor.
• Scrub the floor.
• Wet vacuum with squeegee.
• Damp mop.
• Dry mop with clean cloth.
• Leave the floor to dry/make sure it’s free of dust.
• Directly spray the Complete solution on the back of the brand-new mop.
• Apply wax in sections with the mop, working in sections from one end of the room to the other.
• Let the wax dry completely.
• Apply additional layers in the same way.
• Allowing each layer to dry completely before applying the next keeps the wax even and avoids buildup of excess wax.
• Buff the floor if necessary.
CHEMICAL /EQUIPMENT:
Chemicals:
• Complete-Floor finish
Equipment:
• Wet Floor signage
• Floor mop with a brand-new pad
• Spray bottle
• Rubber gloves
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14. HOW TO CLEAN GUEST CORRIODRS – Outdoor
PROCEDURE:
Work in sections from one end of the room to the other.
• Set up caution and wet floor signs.
• Work in sections from one end of the room to
the other. Brush cobwebs and then wipe with a damp cloth from top to bottom.
• Dust and clean all walls and artworks (if any).
• Dust and clean baseboards.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
• Glance 101-Window cleaner
Equipment:
• Wet Floor signage
• Cleaning cloth/ damp cloth
• Cobwebs brush
• Vacuum cleaner
• Floor mop
OCTOBER 2019-HK Quality Guidelines V1
• Vacuum the floor and damp mop the floor using
FORWARD DC.
• Dry mop to ensure the floor is dry & shiny.
• Clean mirrors & glass walls with GLANCE 101 (if any).
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15. HOW TO CLEAN GUEST CORRIODRS – Indoor
PROCEDURE:
• Work in sections from one end of the room to the other.
• Brush cobwebs and then wipe with a damp cloth from top to bottom.
• Dust and clean all decorative wall and artworks.
• Clean the floor:
➢ Carpet: Vacuum the floor. ➢ Floor tiles: Vacuum the floor and damp mop
the floor using FORWARD DC.
• Clean mirrors & glass walls with GLANCE 101 (if any).
Remark : Ensure no bad odors are in the corridor area.
CHEMICALS /EQUIPMENT:
Chemicals:
• Forward DC – Multi-surface cleaner
• Glance 101-Window cleaner
Equipment:
Cleaning bucket contains;
• Cleaning cloth/ damp cloth
• Cobwebs brush
• Vacuum cleaner
• Floor mop
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16. HOW TO CLEAN FURNITURE
PROCEDURE:
• Spray the extraction cleaner chemical only on the stain.
• Use a toothbrush to remove the stain.
• Use a damp cloth to absorb the stain.
• Spray the extraction cleaner chemical on the fabric.
• Suction clean the furniture.
• Clean the chair legs using a cleaning cloth.
• Ensure that it is completely dry.
CHEMICALS /EQUIPMENT:
Chemicals:
• Extraction cleaner -Carpet cleaner Equipment:
• Toothbrush
• Cleaning bucket
• Cleaning cloth
HOW TO CLEAN FURNITURE
CLICK HERE
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SECTION 3
CHECKLIST AND TEMPLATES
• HK CHECKLIST AND TEMPLATES ENGLISH CAN BE FOUND UNDER EACH BRAND: TEMPLATES QA
• HK CHECKLIST AND TEMPLATES ENGLISH/THAI CAN BE FOUND UNDER EACH BRAND: TEMPLATES QA
OCTOBER 2019-HK Quality Guidelines V1
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SECTION 4
HOUSEKEEPING SERVICES DIALOGUES Step Position Procedure Service Dialogue
Turn Down
Service
Maid 1.Knock on the door and wait. 2.Acknowledge guest. 3.Greeting & offer turn down service. 4. Guest does not need turn down.
Maid: Knock on the door 3 times "Knock Knock Knock" and acknowledge by saying "Housekeeping" and wait. Maid: Good evening Ms./Sir. May I turn down the bed for you? May I enter the room Sir/Ms.? Guest: Yes, come in! Guest: It’s okay I don’t need a turn down service. Maid: Certainly Sir/Ms. May I clear the garbage for you. Guest: Yes, please. Maid: Thank you, have a good night.
Step Position Procedure Service Dialogue Laundry
Service
Maid 1.Laundry pick up service 2.Ask for laundry bag and list
Maid: Knock on the door 3 times "Knock Knock Knock"
and acknowledge. Maid: Would you like to send your laundry Sir/Ms. Guest: Yes, how long will it take to get it back? Maid: It will be returned by tomorrow morning around 10
am. Sir/Ms. Guest: Do you have a laundry bag and list? Maid: There is a laundry bag and list in a basket under the safety box. The daily laundry service hours are 8.00 AM- 5.00
Step Position Procedure Service Dialogue Request
Amenities
Maid Service upon request Drinking water Tissue paper/toilet roll/toilet paper
Guest: Do you have a toothbrush and toothpaste? Maid: Yes, Sir/Ms. Do you need one or two? It will be delivered shortly. Guest: Thank you! Maid: You're welcome and have a good day. Guest: Can I have some more water? Maid: Certainly, just a moment, please and I will bring one for you Sir/Ms. Guest: Can I have a toilet roll? Maid: Certainly, just a moment please and I will get one for you.
OCTOBER 2019-HK Quality Guidelines V1
Step Position Procedure Service Dialogue Make up
the room
Maid 1.Knock on the door and wait 2.Identify yourself
3. Offer to service the room
Maid: Knock on the door 3 times "Knock Knock Knock" and identify yourself "Housekeeping" and wait. Good afternoon Sir/Ms. Would you like me to make up your room Sir/Ms.? Guest: Yes, but can you come back in ten minutes. Maid: Certainly Sir/Ms. I will be back in ten minutes.
Step Position Procedure Service Dialogue Product
knowledge
Maid Swimming pool Guest: Do you have a swimming pool in the hotel? Maid: Yes Sir/Ms. Guest: How I can find it please? Maid: From the lobby you turn right and walk straight towards the river. You will find the pool on left hand side near the restaurant.
Step Position Procedure Service Dialogue Luggage
Service
Maid Offer assistance Maid: Good morning Sir/Ms. May I help you with your luggage? Guest: Thank you Maid: You’re welcome.
Step Position Procedure Service Dialogue Problem
with the
light
Maid Service coordination Guest: My room has a light broken. Can you send someone to fix it now? Maid: I apologise for that. I will call the engineering team for you immediately & someone will be here shortly Sir/Ms.
