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Learning objectives:
After reading the information sheet, you should be able to identify:
Introduction
In order to service rooms in a timely fashion and to control labor costs,
every property will allocate rooms to individual staff for room preparation
duties. You may be regularly involved in preparing rooms on the same floor or
floors, or you may be required to prepare any rooms in the establishment as
occupancy levels dictate and as required on the basis of things such as staff
absenteeism.
The primary role of a room attendant is to clean rooms. Most room
attendants are required to clean approximately 12-20 rooms a day depending
on:
Organization standards
Types of rooms
Status of room
Other considerations
Their department
Room attendant is in Housekeeping Department. The Housekeeping
Department is the spine of the hotel, employing the most of the people and is
responsible for;
The cleanliness of the hotel
Lost property
Laundry and dry cleaning
In many hotels and resorts, the Housekeeping Department is part of the Room
Division. This division is responsible for all activities relating to accommodation
including;
Reservations – taking individual and group booking
Switchboards – handling incoming and outgoing calls, transfers and
inquiries
Reception – responsible for checking in and out of guests, payments
Concierge and bell service – handling guest luggage, inquiries and valet
service
Their supervisor
A room attendant will report to Senior Room Attendant or a
Housekeeping Supervisor. This person is responsible for the allocation of rooms
to room attendant and to check rooms upon completion of cleaning by room
attendant
The head of Housekeeping is called the Executive Housekeeper. This
person will report to the Room Division Manager.
Area of Responsibility
There are number of areas of responsibility room attendants must
manage as a part of their role. They are responsible for:
Cleanliness and overall appearance of guest rooms
Security of guest rooms and privacy of guests
Guest Relations
Warmly greet guests and to be friendly and professional
Work independently from pother colleagues and must handle any
problems that may arise
Handle issues about the room or its furnishings or fixtures
Furniture –movable objects like sofa, table and chairs, tv..etc
Fixtures – objects/appliances attached to the wall like airconditioning
unit
Daily activities
Following is a list of activities a room attendant may be required to
complete on a daily basis
A. Prepare for work
Collect master keys
Collect daily room allocation sheets
Stock housekeeping trolleys
Stock and store supplies
Determine the order of cleaning of rooms
Identify any special requests
B. Enter room
Knock on door in compliance with policy
Open door
Place trolley in door path
C. Clean room
Open curtain and windows for ventilation
Remove used guest amenities and rubbish
Clean shower, tubs, sinks and bathroom items
Change linen and make beds
Check for damaged linen items
Inspect rooms for safety hazards and for the operating condition of
equipment and report defects to the maintenance department
Dust and clean room decorations, appliances and structural surfaces
(wall, fixtures, window sills and vents)
Dust, brush, polish vacuuming furniture
Replenish guest amenities and supplies
Check. Record and replenish mini bar
Prepare room for guest arrival and respond to special guest request
Deliver and retrieve items on loan to guests
Perform rotation cleaning duties
Vacuum and sweep carpets and other floor surfaces
Mop floor surfaces as needed
Record room status on work assignment sheets
Phone supervisor or reception updating status of room
Close door
Fittings – objects attached on the wall like electrical wiring, lavatory
fiitings, plumbing materials
Close shift
Return work allocation sheets
Return keys
C. Hair
Short and neat cut for men
Tight or pulled back hair for women
Natural hair color
Men to have well trimmed facial hair or clean shaven
D. Nails
Short and well trimmed
No bright nail polish
Clean on a regular basis
E. Jewellery
One dress ring or wedding ring
Suitable watches
On other jewellery such as bracelets, earing, nose rings or
necklaces
F. Make-up
No excessive make-up
No visible tattoos
G. Odor
No excessive perfumes
Should use deodorant on a regular basis
H. Personal hygiene
Bath or shower before work
Teeth must be brushed
Hands and face must be washed and cleaned
I. Personal belongings
No personal bags on work areas
No mobile phones
Types of rooms
Suites – room with a parlor or living room connected to one or more full
sized bedrooms, equipment with luxury amenities, and sold a higher
price than standard rooms. It contain:
Bathroom
Bedroom
Lounge/living area
Kitchen
Balcony area
Lobby or vestibule
Status of room
Check out room – also known as “departing room”, takes longer to clean
since a full service is required. Approximately 30 minutes is allocated.
Occupied room – also known as “stay room” where guest will be staying
for another night. It won’t take long to clean, approximately 20 minutes
is allocated.
Vacant room – rooms that are not being used and ready for sale by
reception. It still require some attention like inspection, general dusting,
flushing of toilet, checking if the refrigerator is working properly and
ensuring that the room has not been occupied by a guest for whom no
information exists.
“Please Make Up My Room” signs can provide some guidance as to what rooms
must be cleaned. It is a standard procedure to clean these rooms before
trying to clean stay rooms that do not display this sign.
You should monitor use of rooms that are shown on your list as “Vacant”. If
you see guests using these rooms, then the relevant internal procedure
must be followed. These may include notifying the Floor Housekeeper or
Head Housekeeper, notifying Reception or the Security.
It is not your job to challenge guests who are staying these rooms. Not only is
this rude as the person could be a legitimate walk-in guest who has just
been checked-in and roomed, but it may jeopardize your personal safety
You may be required to check guest number in occupied rooms – for example,
you may be required to advise Reception or Housekeeping if a room
designated as “S” (single appears to be occupied by two or more people)
CODES DESCRIPTION
Learning objective
After reading this information sheet, you should be able to demonstrate
proper procedure in accessing and entering rooms.
Introduction
All guest rooms must only be accessed after following the house
procedures that apply. Theses procedures relate to service delivery and
security. They also function to help avoid embarrassment to both guests and
staff.
_______________________ ______________________
Room Attendant Supervisor