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We Know What It Takes To Make It Clean THE ONE AND ONLY WAY T

We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean THE ONE AND ONLY WAY T HE

THE ONE AND ONLY WAY

We Know What It Takes To Make It Clean THE ONE AND ONLY WAY T HE
We Know What It Takes To Make It Clean THE ONE AND ONLY WAY T HE

THE MANUAL

© InterContinental Hotels Group 2004

We Know What It Takes To Make It Clean THE ONE AND ONLY WAY T HE
THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

Table of Contents

Page

 

2

The ‘One and Only Way’ Sequence

3

Methods - DAILY CLEANING

45

Methods – SPECIAL CLEANING

48

IClean Soft Furnishing Cleaning Frequency Guidelines

49

Prevention and removal of mould / mildew

52

Care and cleaning of natural stone surfaces

54

Room Audit Form

55

Example Maintenance Checklist

56

Summary of Johnson Diversey cleaning materials

57

Risk Assessments

66

Glossary of Terms

57 Risk Assessments 66 Glossary of Terms We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

Assessments 66 Glossary of Terms We Know What It Takes To Make It Clean © InterContinental

1

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

The ‘One and Only Way’ Sequence

Below is a high-level summary of our ‘One and Only Way’ sequence. After a Room Attendant has gone through the initial learning curve and is familiar with the sequence, methods, tools and chemicals, the time taken to clean a room should be approximately the same, if not slightly less, than was taken prior to the implementation of . It is important to follow the detail in the daily cleaning methods in the following pages.

in the daily cleaning methods in the following pages. Task Activity 1 Check trolley/equipment 2

Task

Activity

1

Check trolley/equipment

2

Enter room & open curtains & windows

3

Flush toilet & apply toilet cleaner evenly under rim & around bowl

4

Collect all rubbish, check for lost property/debris

5

Maintenance check & report, visual check on standards

6

Collect china/glass soak in sanitiser

7

Strip bed and remove all soiled linen from room

8

Make bed(s)

9

Clean china/glass/ashtrays/bins/appliances replace in location

10

Clean basin, vanity areas, tiles, walls & doors

11

Clean tiles, shower, bath, fixtures & mirror

12

Clean toilet

13

Replace bathroom linens and supplies

14

Clean bathroom floor

15

Clean furnishings - damp dusting – high/low & inside/outside

16

Clean mirrors & artwork

17

Clean windows

18

Replenish guest room supplies

19

Vacuum bed/bathroom floors

20

Report room as ‘ready’ using your normal hotel procedure, switch lights off & close door

normal hotel procedure, switch lights off & close door We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

switch lights off & close door We Know What It Takes To Make It Clean ©

2

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

Methods – DAILY CLEANING

TASK 1

: Check trolley & equipment

 

Methods

Tips/why? - Procedure

Tools & Chemicals

1.

Check all cleaning materials are present and in correctly labelled dispensers.

Being prepared and organised with sufficient items for all cleaning tasks will ensure the most efficient use of time.

Cleaning cloths Floor cloth Tea towel Sponge High level duster Toilet brush Swivel mop and heads

R1 Toilet Cleaner R2 Hygienic hard surface neutral cleaner R3 Glass/multi surface. R4 Furniture polish Titan sanitiser

2.

Check vacuum for:

Empty/replace bag as needed. Do not use any equipment that is not functioning properly; follow hotel repair guidelines. Proper maintenance of equipment is a key factor of a clean and well- maintained property.

Vacuum

- cord

- plug

- bag

- tangles

- broken parts

 

3.

Always keep china/bathroom/bedroom cloths separate.

To ensure that the cleaning is hygienic.

 
To ensure that the cleaning is hygienic.   We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

that the cleaning is hygienic.   We Know What It Takes To Make It Clean ©

3

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 2
TASK 2

: Enter room & open curtains & windows

OPERATIONAL DEFINITION: Entering guest room following correct procedure to ensure guest privacy and security at all times.

 

Methods

 

Tips/Why

Tools & Chemicals

1.

If ’Do Not Disturb’ card is not present, knock or ring bell; wait; announce yourself or say “Housekeeping”. Pause and wait response.

   

2.

Knock/ring bell, announce yourself again and if no response insert key and enter announcing yourself once again.

Guest privacy

 

If Do Not Disturb present follow hotel specific standards

3.

Place

trolley

across

doorway;

enter

room

carrying

All cleaning materials placed in room conveniently. Use door wedge to keep door open to ensure airflow.

Door Wedge R1 Toilet Cleaner R2 Hygienic hard surface neutral cleaner R3 Glass/multi surface. R4 Furniture polish Titan sanitiser Clean cloths High level duster Swivel mop and heads Tea towel

cleaning

materials

and

clean

cloths

and

place

in

bathroom.

 

4.

Turn on all lights and open curtains/windows. See ‘Curtains & Nets’ below.

 

Allows natural light for cleaning and air to circulate.

 
natural light for cleaning and air to circulate.   We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

cleaning and air to circulate.   We Know What It Takes To Make It Clean ©

4

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 2
TASK 2

: Curtains & nets

OPERATIONAL DEFINITION: Curtains & nets are free of dust, dirt, marks, smears, smudges, discolouration, snags, threads, odour, tears and frayed edges. Nets are hung evenly, secured with a wand/pull.

 

Methods

Tips/Why

Tools & Chemical

1.

Check curtains and nets to ensure cleanliness and proper working order. Check curtains and nets to ensure that they meet in the centre of the window. Then leave curtains and nets open.

Follow hotel specific reporting procedures if broken, torn, or stained. To ensure uniform appearance and consistent lighting in guestrooms, a property specific standard should be developed for consistent placement throughout the hotel. Leave curtains open to allow natural light for cleaning.

High level dusting tool or vacuum.

If dust is visible then vacuum with attachment.

2.

Open windows and double glazing if applicable

Fresh air circulates. Check windows do not fully open and double-glazing is operational. Follow hotel instructions for reporting any faults.

 
hotel instructions for reporting any faults.   We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

for reporting any faults.   We Know What It Takes To Make It Clean © InterContinental

5

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 3
TASK 3

: Flush toilet & apply toilet cleaner evenly under rim & around bowl

OPERATIONAL DEFINITION: Apply correct cleaning chemical to toilet to allow chemical time to attack surface soils.

 

Methods

Tips/Why

Tools & Chemical

1.

Flush toilet and reduce water by repeatedly plunging toilet brush into water to lower level.

Reducing the water lowers the water line and allows easier cleaning of ‘tide’ mark.

 

Toilet cleaners need a wet surface for total surface contact to aid cleaning.

2.

Place soiled linen outside bathroom door.

   

Apply toilet cleaner under rim, around toilet bowl and

Allow the chemical time to dwell to begin attacking the surface soils so that less aggressive cleaning is required.

R1 & Toilet brush

under water line for dwell time. toilet bowl.

Leave toilet brush in

3.

Turn on basin tap and adjust plug to determine if basin holds water, drain flows easily and that there are no leaks or dripping.

Follow hotel specific reporting procedures.

 

4.

Apply sanitiser to basin, clean and rinse. Ensure plug is in open position.

 

Titan Sanitiser & Cloth

is in open position.   Titan Sanitiser & Cloth We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

  Titan Sanitiser & Cloth We Know What It Takes To Make It Clean © InterContinental

6

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 4
TASK 4

: Collect all rubbish, check for lost property / debris

OPERATIONAL DEFINITION: The guest room should be completely free of rubbish and debris. All wastebaskets are empty. Wastebaskets are free of odour, stains, spots, streaks, scratches, dents, hair and tears. Ensure that all areas are checked thoroughly for lost property, including under the bed and other furniture. In departure rooms all items of lost property should be dealt with in accordance with the hotel policy.

 

Methods

Tips/Why

Tools & Chemical

1.

Collect all rubbish and dispose of in the bag / container according to the type of rubbish e.g. bottles / cans / paper should be segregated.

Customer feed back indicates that removal of all evidence of the previous guest is a critical indicator of cleanliness.

 

2.

Place both bins in bathroom.

Do not place hands inside waste bins.

 

3.

Lost Property and debris to be checked in all following areas: drawers, wardrobe, beneath all the furniture, inside trouser press, safe, all books/literature & behind doors.

Lost property should be labelled following hotel policy in readiness for guest inquiry to reclaim.

 

Never dispose of any guest item

Also check carefully under the bed.

In occupied rooms report to your supervisor if large amounts of money or valuables are left in the room.

large amounts of money or valuables are left in the room. We Know What It Takes

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

of money or valuables are left in the room. We Know What It Takes To Make

7

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 5
TASK 5

: Maintenance check & report; visual check on standards

OPERATIONAL DEFINITION: The television is operational when the picture is clear, the sound is without interference, and the television operates properly through the remote control. Remote control is in good condition and batteries are in working order. The lamps are in operational condition when the light bulbs are the correct wattage, and switches / bulbs are operational. Lampshade is clean and properly secured. The telephone is operational when the dial tone is clear, without static or interference and the faceplate is secure and reflects the proper room number.

NEVER DAMP CLEAN ANY ELECTRICAL ITEM WHEN PLUGGED IN OR SWITCHED ON.

 

Methods

Tips/Why

Tools & Chemical

1.

Perform a visual check of the room. Stand next to the bed table, using the remote control turn the television on and check for proper operation.

As the batteries wear, the remote may operate next to the TV but not at the distance where guests normally operate it. Checking the remote next to the TV may lead us to think the batteries are fine when in fact they are not.

TV Volume set to minimize guest disturbances

 

TV to be left on standby. TV Volume should be set according to Brand Standard. e.g. Holiday Inn maximum 45%.

If applicable, reset the clock.

If the TV or remote control has a malfunction, follow hotel specific reporting procedures.

2.

Turn on all lights. Ensure that bulbs are correct wattage. Switches and bulbs are functioning.

To ensure that all lamps are working.

 

Replace/report according to hotel specific procedures.

3.

Check telephone to ensure that dial tone is clear and audible. Cord should be 5 metres and knot free.

If phone has two lines, ensure the line #1 is depressed.

 
has two lines, ensure the line #1 is depressed.   We Know What It Takes To

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

ensure the line #1 is depressed.   We Know What It Takes To Make It Clean

8

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
   

Methods

 

Tips/Why

Tools & Chemical

 

Faceplate is clean, secure and reflects correct room number.

Follow hotel specific procedures to replace/report non- functioning telephones.

 

Telephone charges instructions in place.

 

4.

Turn on radio to test that the sound volume is clear, audible, and without static. Ensure clock display is clear, readable, and set to correct time.

Replace if needed.

 

Radio

in

departure

rooms

should be set

at

a

low

volume, on the hotel specific classical station.

The

alarm should be in rooms.

the off position in all departure

5.

Open trouser press and ensure that the inside is clean and damage free. Close trouser press and turn on timer, check function and turn off.

Always open and check as this is a common place for guest lost property. If Lost Property is found, follow hotel procedures.

 

6.

AC filters should be cleaned and maintained by Engineering on a separate programme. Switch on AC unit to check it is fully operational. AC temperature should be as per hotel policy

Report defects as per hotel procedure.

 
policy Report defects as per hotel procedure.   We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

defects as per hotel procedure.   We Know What It Takes To Make It Clean ©

9

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 6
TASK 6

: Collect china & glass & soak in sanitiser

OPERATIONAL DEFINITION: All china, glass and ashtrays should be free of dust, dirt, marks, smears, smudges, discolouration and odour.

 

Methods

Tips/Why

Tools & Chemical

1.

Collect all the china, glass and ashtrays from the room.

   

2.

Dispose of cigarettes into the metal container provided.

The disposal of butts into the rubbish bags could create a fire hazard.

Metal container

3.

Empty the contents of the china and glass in the bathroom basin and rinse basin. Place all items, excluding the ashtrays, in the bathroom basin with water and sanitiser (including tray if applicable).

Sanitiser cleaning agent acts on glass and china leaving surfaces hygienically clean.

Titan sanitiser

4.

Leave to soak.

   
Titan sanitiser 4. Leave to soak.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

4. Leave to soak.     We Know What It Takes To Make It Clean ©

10

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 7
TASK 7

: Strip bed & remove all soiled linen from room

OPERATIONAL DEFINITION: All soiled linen should be removed from the room and handled according to hotel policy.

 

Methods

Tips/Why

Tools & Chemical

1.

Remove soiled linen from bed.

Any linen stained with body fluids should be handled in accordance with Health & Safety procedures. See special cleaning section.

 

2.

Place clean bedspread/throw/duvet/blanket and pillows on a chair. Blanket/spreads should be off the bed in order to view the mattress pad and to look under the bed to assure all debris is collected.

   

3.

In bathroom shake shower curtain thoroughly and remove if soiled. Check that shower curtain is clean and fully hooked in all eyelets.

To remove hairs and check condition: change if soiled.

 

4.

Remove soiled bathroom linen, leaving behind one soiled towel/bathmat.

   

5.

Place all soiled linen in appropriate container/trolley.

   

6.

Return into room with clean linen. a chair.

Place clean linen on

Clean linen is placed on a chair to avoid picking up debris/hairs.

Clean linen.

on a chair to avoid picking up debris/hairs. Clean linen. We Know What It Takes To

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

picking up debris/hairs. Clean linen. We Know What It Takes To Make It Clean © InterContinental

11

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 8
TASK 8

: Making the bed – DUVET

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change should be as per brand/environmental Company policy.

 

Methods

Tips/Why

Tools & Chemical

1.

Check linen and separate out stained or torn linen and handle according to hotel specification.

Properties should maintain collection sites for room attendants to place torn or stained linen. This linen should be reviewed by the laundry manager / linen keeper Reject contracted hire linen must always be returned to the Hire company and never rugged.

Clean linen

2.

Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed.

Ensure that mattress pad is correct size and in good condition, or replace.

 

Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy / airy duvet and pillows.

3.

Take duvet, spread evenly and place the short side (in width) near the foot of the bed where you are standing.

Check duvet for cleanliness and damage and follow Hotel practices for cleaning.

 

4.

Ensure duvet cover is inside out. Place your hands into the duvet top corners until you reach the hand holes. Put your hands through the hand

Enables a smooth operation and save time.

 
hand Enables a smooth operation and save time.   We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

operation and save time.   We Know What It Takes To Make It Clean © InterContinental

12

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

 

holes and hold the two corners of the duvet. Reverse the cover onto the duvet while holding each corner. Shake and stretch the cover down over the duvet.

   

5.

Repeat bottom two corners the same way as the top, and then close the slipcover.

   

6.

Arrange the opening of the duvet to the bottom of the bed, right side up, make sure the sides are equal and tuck-in open end under mattress as per hotel standard

Duvet should be arranged as per hotel standard. Duvet should drop a minimum of 20cm each side.

 

7.

Place the bedspread/throw on the bed, centre the spread, making sure the sides are also equal.

Check for stains, rips or tears.

 

8.

Place the pillow on the bed and the pillowcases next to them Place pillow inside the clean pillowcase. Adjust the corners with your hand inside the pillowcase Tuck in the loose ends and push out the hands towards the far sides. Place the pillows in the correct position.

Check pillowcases for cleanliness, condition and pressing Fold the pillow lengthwise for quicker insertion.

 
Fold the pillow lengthwise for quicker insertion.   We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

for quicker insertion.   We Know What It Takes To Make It Clean © InterContinental Hotels

13

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 8
TASK 8

: Making the bed – TRADITIONAL

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed, even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change: as per brand/environmental Company policy.

 

Methods

Tips/Why

Tools & Chemical

1.

Check linen and separate out stained or torn linen and handle according to hotel specification.

Properties should maintain collection sites for room attendants to place torn or stained linen. This linen should be reviewed by the laundry manager / linen keeper. Reject contracted hire linen must always be returned to the Hire company and never rugged.

Clean linen

2.

Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed.

Ensure that mattress pad is correct size and in good condition, or replace.

 

Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy/airy duvet and pillows.

3.

Place second sheet at the head of the mattress. Place the blanket on top of the sheet one foot away from the head of mattress. Fold sheet over at edge of blanket. Smooth out any lumps and tuck in both sides. Place bedspread over and fold back top and place pillows in correct position.

   
top and place pillows in correct position.     We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

in correct position.     We Know What It Takes To Make It Clean © InterContinental

14

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

4.

At bottom of bed make mitre/hospital corners.

   

5.

Place the pillow on the bed and the pillowcases next to them. Place pillow inside the clean pillowcase. Adjust the corners with the hand inside the pillowcase. Tuck in the loose ends and push out the hands towards the far sides.

Check pillowcases for cleanliness, condition and pressing Fold the pillow lengthwise for quicker insertion, as above.

 

6.

Fold bedspread over and smooth out.

Check for cleanliness and presentation.

 
out. Check for cleanliness and presentation.   We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

cleanliness and presentation.   We Know What It Takes To Make It Clean © InterContinental Hotels

15

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 8
TASK 8

: Making the bed - TRIPLE SHEET STYLE

OPERATIONAL DEFINITION: The bed appears smooth, neat, and crisp, with a fluffed, even pillow line. Bed is made with clean, bright, unstained sheets, pillows, pillow covers and cases, bedspread, blankets, and mattress pad, which are free of hair, not torn or wrinkled. Bed is made with mitred corners, tucked under the mattress at foot and sides. Frequency of linen change: as per brand/environmental Company policy.

 

Methods

Tips/Why

Tools & Chemical

1.

Check linen and separate out stained or torn linen and handle according to hotel specification.

Properties should maintain collection sites for room attendants to place torn or stained linen. This linen should be reviewed by the laundry manager / linen keeper. Reject contracted hire linen must always be returned to the Hire company and never rugged.

Clean linen

2.

Select correct size sheet and open over bed using top welt at foot of mattress as your guiding point. The bottom edge of sheet #1 should be even with the top welt at the foot. Starting at the top of the bed, using mitred corners, tuck sheet #1 tightly around all sides of the bed.

Ensure that mattress pad is correct size and in good condition, or replace.

 

Our guests expect a clean well-made bed with crisp well-pressed linen and fluffy / airy duvet and pillows.

3.

Place second sheet at the head of the mattress. Place the blanket on top of the sheet one foot away from the head of mattress. Place third sheet over the blanket and in line with second sheet. Fold third sheet under top of blanket, and second sheet over blanket edge.

Blanket is neatly sealed between two sheets.

 
Blanket is neatly sealed between two sheets.   We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

sealed between two sheets.   We Know What It Takes To Make It Clean © InterContinental

16

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

4.

At bottom of bed mitre/hospital corners and fold sheet over at edge of blanket. Smooth out any lumps and tuck in both sides.

   

5.

Place the pillow on the bed and the pillowcases next to them. Place pillow inside the clean pillowcase. Adjust the corners with the hand inside the pillowcase. Tuck in the loose ends and push out the hands towards the far sides.

Check pillowcases for cleanliness, condition and pressing. Fold the pillow lengthwise for quicker insertion, as above.

 

6.

Place bedspread over and fold back top and place pillows in correct position.

   

7.

Fold bedspread over and smooth out.

Check for cleanliness and presentation.

 
out. Check for cleanliness and presentation.   We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

cleanliness and presentation.   We Know What It Takes To Make It Clean © InterContinental Hotels

17

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean china & glass

OPERATIONAL DEFINITION: All china and glassware should be shiny, free of dust, scratches, chips, spots, streaks or fingerprints. Coasters for glassware should be upside down unless stan-caps for upright glassware are used. The number and type of china/glassware should be as the brand standard

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

All glassware and china should be in the basin soaking in sanitiser. Wash, rinse thoroughly and dry.

Do not include the ashtray here. This should be cleaned later: see below.

Titan sanitiser

Sponge/cloth

   

Dry cloth

2.

Replenish used or soiled glassware with sanitized glassware as per hotel policy.

Handle chipped or cracked glassware properly by disposing in the correct bin. See special cleaning for periodic sanitising.

 

3.

Replace coasters or stan-caps if used or soiled.

   

4.

Return all items to original vicinity.

   
Return all items to original vicinity.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to original vicinity.     We Know What It Takes To Make It Clean © InterContinental

18

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean ashtrays

OPERATIONAL DEFINITION: All ashtrays are shiny, free of debris and ashes, chips, smudges and dust.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Place ashtrays in the basin. Wash thoroughly with sanitiser and water. Dry completely.

Wash ashtrays separately from other china.

Titan Sanitiser & cloth

2.

Return ashtrays to original vicinity.

   
2. Return ashtrays to original vicinity.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to original vicinity.     We Know What It Takes To Make It Clean © InterContinental

19

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean ice bucket & tray

OPERATIONAL DEFINITION: Entire ice bucket and tray are free of odour, dust, dirt, smears, smudges, scratches, tears, water, ice, debris, mould, mildew, water spots and discolouration and placed appropriately in room.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Using a damp cloth, wipe ice bucket inside with sanitiser & out side with general cleaner Rinse thoroughly. Dry all surfaces.

Never use an alternate chemical on the inside of ice bucket, as the plastic liner of the bucket will hold chemical residues. Sanitiser is used as ice is classed as food substance.

Titan sanitiser (interior only) R3 (exterior) Clean cloth / sponge

Never use scourers on exterior or interior, as this will cause scratches that will absorb chemical residue.

2.

Using a damp cloth, wipe the tray and buff dry with clean cloth.

 

Clean cloth

tray and buff dry with clean cloth.   Clean cloth We Know What It Takes To

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

with clean cloth.   Clean cloth We Know What It Takes To Make It Clean ©

20

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean filter coffee maker

OPERATIONAL DEFINITION: Coffee makers sparkling, shiny, sanitary and free of hair, discolouration, water spots, stains, lime/water deposits, coffee grounds, chips and cracks. Cords have no frays. Each arrangement laced in accordance with hotel standards.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

 

Tips/Why

Tools & Chemical

1.

Turn coffee maker off and unplug.

NEVER

CLEAN

ELECTRICAL

EQUIPMENT

WITH

 

WATER.

2.

Remove empty filter basket and pot and place in basin to soak in diluted Titan sanitiser.

 

Titan sanitiser

3.

Clean the outside of the coffee maker.

Never use scourers on exterior or interior, as this will cause scratches that will absorb chemical residue.

R2 & sponge

4.

Soak glass receptacle in sanitiser.

 

Titan Sanitiser & cloth

5.

Scrub filter basket and pot with the appropriate tool. Rinse filter basket and pot with hot water, dry and replace.

 

Sponge Clean dry cloth

water, dry and replace.   Sponge Clean dry cloth We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

  Sponge Clean dry cloth We Know What It Takes To Make It Clean © InterContinental

21

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean kettle

OPERATIONAL DEFINITION: Kettle sparkling, shiny, sanitary and free of hair, discolouration, water spots, stains, lime/water deposits, coffee grounds, chips and cracks. Cords in good condition. Each arrangement placed in accordance with hotel standards.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

 

Tips/Why

Tools & Chemical

1.

Turn kettle off, and unplug.

NEVER

CLEAN

ELECTRICAL

EQUIPMENT

WITH

 

WATER.

2.

Clean outside kettle. Wipe cord.

Do not use scourers as these will scratch and damage kettle.

Either R2 or R3 Cloth

3.

Reposition kettle on tray and arrange cleaned china.

   

See special cleaning for de-scaling.

    See special cleaning for de-scaling. We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

See special cleaning for de-scaling. We Know What It Takes To Make It Clean © InterContinental

22

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 9
TASK 9

: Clean bathroom pedal bin & waste paper bin

OPERATIONAL DEFINITION: Pedal bins should be emptied and clean, free of odour stains spots streaks, scratches, hairs, dents. The inside plastic insert / container should be clean as above. The pedal bin should be in good condition with the flip top lid operational. Replace when rust appears.

 

Methods

Tips/Why

Tools & Chemical

1.

Remove plastic insert / container from bathroom pedal bin and place in bath. Fill with sanitiser and water.

 

Titan Sanitiser

2.

Thoroughly clean the plastic insert and dry.

 

Sponge Clean dry cloth

3.

Damp wipe exterior of pedal bin, paying special attention to mechanism and foot pedal.

Check pedal bin is fully operational and that lid lifts and closes securely.

Sponge

4.

Take waste paper bin and damp wipe exterior and interior with cleaning chemical applied to sponge. Wipe dry.

Removes odour and residue.

R2 & sponge

Wipe dry. Removes odour and residue. R2 & sponge We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

odour and residue. R2 & sponge We Know What It Takes To Make It Clean ©

23

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 10
TASK 10

: Clean basin, vanity, tiles, walls & doors

OPERATIONAL DEFINITION: Vanity area, basin and Mastic will be free of hair, dirt, dust, streaks, smudges, fingerprints, hard water marks, lime deposit, mould, soap build-up, water spots, residue, discolouration, chips and peeling. Mastic will be consistently smooth, even, and consistent in colour. Fixtures will be sparkling, shiny, polished, free of hair, unpitted, unscratched, turn easily and without visible rust. Basin plug will hold. Taps and handles function properly, with no drips or leaks.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

In an occupied room move items so that all areas can be cleaned thoroughly.

Never mix up bedroom and toilet cleaning cloths:

R2 & sponge

always keep cloths separate.

Spray cleaning chemical directly onto sponge and proceed to clean surfaces. Scrub and wipe down entire surface of vanity and basin, including hardware under basin and all fixtures.

Never use a scourer on chrome.

2.

Dry and polish all surfaces with clean, soft cloth. Make sure drain stop is in open position. Dry and buff chrome.

 

Clean dry cloth

3.

In occupied rooms, replace guest’s personal items and straighten as per Brand standard.

   
and straighten as per Brand standard.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

as per Brand standard.     We Know What It Takes To Make It Clean ©

24

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 11
TASK 11

: Clean tiles, shower areas, bath, fixtures & mirror

OPERATIONAL DEFINITION: Tiles, walls, shower curtain rod and grouting will be free of hair, debris, scum, stains, discolouration, rust, odour, mould, scratches, chips, cracks, soap film, lime and/or hard water deposits. Grouting will be smooth, even and consistent in colour. Fixtures will be sparkling, shiny, polished, free of hair, unpitted, unscratched, turn easily, with water temperature flow according to fixtures’ markings and with no visible rust. Bath plug / strainer mechanism operates effectively and both hold and release water. Bath drains freely. Tap handles function properly with no drips or leaks. Shower curtain and liner are crisp, clear, clean, free of wrinkles, mould, soap scum, hair, tears, rips, and frayed edges. Hooks are present for every eyelet. Curtain is presented as hotel specific standards dictate. Mirrors to be smear and finger print free, not de-silvered.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

In occupied rooms, place guest items left in bath or shower on the vanity. Open soap should be removed from the soap dish to facilitate cleaning. Replace according to Hotel Brand standards.

To ensure that all surfaces are cleaned.

 

If departure room follow lost property procedure for items found in the bath area.

2.

Apply cleaning agent to swivel mop head and clean tiles from top to bottom. OR Place used towel / rubber mat in the bath to stand on to clean the tile walls.

When cleaning tiles above shoulder height use a long handled tool to prevent strains from overreaching.

NEVER USE STEPS OR LADDERS FOR BATHROOM CLEANING.

R2

Telescopic cleaning mop or Swivel head flat mop

3.

Apply cleaning chemical onto sponge and clean the paintwork, bath, surfaces, chrome fittings, shower curtain and fixtures.

 

R2 & sponge

shower curtain and fixtures.   R2 & sponge We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

and fixtures.   R2 & sponge We Know What It Takes To Make It Clean ©

25

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
   

Methods

 

Tips/Why

Tools & Chemical

 

Scrub all fixtures including shower head, taps, bath stopper, shower curtain liner, and soap dish(es).

   

See special cleaning for quarterly descaling and disinfection. This is a fire life safety / legal requirement.

4.

Rinse walls/tiles, all fixtures including shower head, taps, bath stopper, shower curtain liner, and soap dish(es) with clean water. Use shower hose to rinse if applicable.

   

See special cleaning for weekly sanitising and for Jacuzzi cleaning.

5.

Follow steps as above for rooms with separate showers Apply cleaning chemical to sponge, clean shower doors and tracks etc.

When bathroom contains separate shower.

R2 and sponge. Dry cloths

Use

showerhead

to

rinse,

wipe

down

and

dry

thoroughly.

 

6.

Dry and polish all fixtures and surfaces (including shower curtain rod) with a clean cloth.

Customer feedback indicates that a bathroom free of mould/mildew is a critical indicator of cleanliness. Prevention of moulds/mildew requires the elimination of moisture, soap scum and body oils.

Dry cloths

7.

Check drain closure is working properly. Leave drain open. Check clothesline for cleanliness and proper working order. Check for leaks and drips.

Follow hotel specific reporting procedures.

 
. Follow hotel specific reporting procedures.   We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

specific reporting procedures.   We Know What It Takes To Make It Clean © InterContinental Hotels

26

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

 

Tips/Why

Tools & Chemical

8.

In occupied rooms replace any personal items and/or amenities originally removed from the shower/bath area. Return opened soap to the cleaned, dry soap dish.

   

9.

Present shower curtain as Hotel standard.

Hooks are present for every eyelet and hook closures

 

face into the bath.

Remove soiled curtain as needed.

Ensure that curtain is placed with seams facing inside of bath. Recommended to leave curtain in middle to allow air circulation.

10.

Spray clean cloth with cleaning chemical and clean mirrors from top to bottom, then buff.

 

R3 & clean cloth

11.

Replace shower curtain if removed.

   
11. Replace shower curtain if removed.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

curtain if removed.     We Know What It Takes To Make It Clean © InterContinental

27

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 12
TASK 12

: Clean toilet

OPERATIONAL DEFINITION: Toilet is free of hair, debris, scum, waste build up, stains, discolouration, dust, odour, mould, burns, scratches, chips and cracks. Toilet will flush properly, seat is secured and in place. No leaks, no running water. Fixture is shiny, sparkling and sanitary.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Listen for running water and look for leaks.

Follow hotel specific reporting procedures.

 

2.

Cleaning chemical already poured around toilet bowl in step 3 and has now had time for cleaning agent to work.

This time also allows the chemical to begin attacking the surface soils so that less aggressive cleaning is required.

 

3.

Clean inside bowl with toilet brush thoroughly, pay special attention under rim.

 

Toilet brush

4.

Apply cleaning chemical to sponge and wipe all exterior surfaces including handle pipes and fixtures. Ensure all parts of toilet / seat are secure, dry and in good condition. Flush to remove all chemicals.

Clean toilet seat and lid with non-aggressive cleaner. Special attention should be paid to hinges. Soft cloths should be used on all chrome

R2 & sponge Separate cloths for toilet seats and chrome.

5.

Lid and seat are to be left down on completion.

   
and seat are to be left down on completion.     We Know What It Takes

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

down on completion.     We Know What It Takes To Make It Clean © InterContinental

28

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 13
TASK 13

: Replenishing bathroom linen & supplies

OPERATIONAL DEFINITION: Linens should be fresh, clean and stain free. All standard supplies should be fresh, clean, and free of stains, cracks, dents, spots, discolouration and arranged according to hotel specifications. Partially used items are left in occupied rooms and replaced upon departure. See Brand standard and manual for minimum amenities for all configurations of guest rooms.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Replace all bathroom linen and present as per Hotel standard/specification

   

2.

Remove amenity packages from tray / basket. Empty amenity holder, damp dust, clean and restock.

Ensures daily quality and cleanliness.

R2

Clean cloth

3.

Check amenities to determine usage and condition. Replace any package that does not meet operational definition.

   

4.

In departure rooms, replace all items as per Brand Standard.

   

In occupied / stayover rooms, leave used items and replace as necessary.

5.

Arrange amenities according to Brand standards.

   
amenities according to Brand standards.     We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to Brand standards.     We Know What It Takes To Make It Clean © InterContinental

29

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 13
TASK 13

: Cleaning and replacing facial tissues and toilet tissue

OPERATIONAL DEFINITION: Facial tissue will be maintained with point-fold on top tissue. Facial tissue is dry unmarked by water spots, in a covered and wall mounted or mobile container. Container is free of hair, scratches, cracks discolouration, stains, dust, dirt, chips and residue. Toilet tissue faces out, rolls freely from the top, point facing down, and never with less than 1/3 of roll in place, unmarked by water spots. Toilet tissue dispenser / holder shall be secured, shiny, polished, free of dust, scratches, dents, smudges, discolouration and marks. A minimum of two rolls of toilet paper per room is required.

Follow safety guidelines for all cleaning products and wear gloves.

   

Methods

Tips/Why

Tools & Chemical

1.

Using a cloth dampened with cleaning chemical, wipe facial tissue holder. When coloured flag sheet is visible replace tissue. Fold top tissue in a “V” point fold.

 

R2 & cloth

2.

Toilet tissue should cascade over the roll, facing the

   

guest.

Replace toilet tissue if roll is less than ¼ full.

Fold end of tissue into a “V” (point fold) with edges

folded underneath.

3.

Damp wipe toilet tissue holder. Ensure toilet tissue is secured.

Follow hotel specific reporting procedures.

R2 & cloth

Part used toilet rolls may be utilised in the employee restrooms and locker rooms.

4.

Place an additional roll of toilet paper for replacement.

Place according to property specifications. Remove unused toilet/facial tissue according to hotel procedures.

 
tissue according to hotel procedures.   We Know What It Takes To Make It Clean ©

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to hotel procedures.   We Know What It Takes To Make It Clean © InterContinental Hotels

30

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 14
TASK 14

: Clean bathroom floors

OPERATIONAL DEFINITION: Floor should be shiny, sparkling, sanitary, free of hair, debris, dirt, towels, scuff marks, footprints, spots, stains, discolouration, chips, cracks, broken tile, mould, mildew, water, and missing grout. Mastic and grout will be smooth, even, and consistent in colour.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Spray floor with chemical cleaner and wipe with cloth or swivel head flat mop, starting from the farthest corner and working towards the bathroom door.

 

R2 & cloth Or Swivel head flat mop

2.

Scrub skirting boards as you go, paying special attention to areas around toilet, behind doors, and in corners.

 

R2 & cloth Or Swivel head flat mop

3.

Use a clean cloth and dry the entire floor, moving from farthest corner and working toward the bathroom door.

Thorough removal of moisture, body oils and soap scum is critical to prevention of mould / mildew growth.

Cloth

Replace bin.

Customer feedback indicates that total removal of hair in the bathroom is critical indicator of cleanliness.

Any broken chipped tiles, caulking or grout that is not consistent smooth, even, should be reported using hotel specific reporting procedures.

be reported using hotel specific reporting procedures. We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

hotel specific reporting procedures. We Know What It Takes To Make It Clean © InterContinental Hotels

31

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 15
TASK 15

: Clean furnishings – DAMP DUSTING

OPERATIONAL DEFINITION: All furnishings including all vents, nightstands, headboards/posts/frames, tables, desks, chairs, sofas, clothes/valet stands, alarm clock / radios, televisions and telephones are free of dust, dirt, smudges, spots, frayed edges, scratches, discolouration and tears. All corners and crevices are free of dust and debris. Furniture is positioned according to hotel floor plan.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

Walking the room in a circle use a cloth dampened with cleaning chemical to damp dust all non-wood surfaces.

Cleaning solution should be applied lightly and evenly onto dusting cloth rather than directly on to the surface.

R2 (hard surfaces only) Clean cloths

Start at the highest level i.e. the tops of all artwork and work down to skirting boards.

Report any furniture damaged or in need of repair, following hotel specific reporting procedures.

Damp dust inside all drawers, top of minibar and so on around the room

In occupied rooms, straighten guest’s personal items as you clean. Do not disturb valuables such as laptop, briefcase, mobile phones, jewellery and money, etc.

R2 & cloth

Damp dust all skirting boards and wall coverings. Remove any visible high dust and cobwebs. Report tears, damage and discolouration.

Scour pads are not recommended for paper or cloth wall coverings on baseboards. Pink spots and buckling reveal humidity and mould growth behind the wallpaper. Follow hotel specific reporting procedures.

Pay special attention to the corners and skirting boards. For edges of carpeting along skirting boards and furniture use vacuum.

Vacuum

For wood finishes polish should be used.

The cleaning product should be applied lightly and

R4 & clean cloth

should be applied lightly and R4 & clean cloth We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

lightly and R4 & clean cloth We Know What It Takes To Make It Clean ©

32

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

   

evenly to the dusting cloth rather than directly on the furniture. For removal of heavy wax build up see special cleaning section.

 

2.

Damp dust both sides of all doors, doorframes and hinges to remove any marks.

Check entry door closes easily by

R4 for wood surfaces & cloth

Polish all hinges, doorknobs, hardware, tracks and door number, if present.

R2 & cloth

Check all locks and deadbolts to ensure proper working condition. Check that the peephole is clean, clear, and secured.

Follow hotel specific reporting procedures.

Check that fire instructions safety and exit information relevant to floor are present. Report if permanently stained, missing, or damaged.

Check that safety chains, dead bolts and spy holes are present and in good order.

Ensure that the ‘Do Not Disturb’ card, the ‘Special Assistance’ card and ‘Conserving for Tomorrow’ card (if applicable) are on the inside doorknob. Replace if worn.

3.

Lampshade: The seam should be level and facing the back

NEVER DAMP DUST A LIGHT BULB.

R3 & cloth

Television: When cleaning television use caution not to hit the off button. Do not spray cleaner directly onto the television surface; spray cleaner onto

directly onto the television surface ; spray cleaner onto We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

television surface ; spray cleaner onto We Know What It Takes To Make It Clean ©

33

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

 
 

cleaning cloth. Ensure that the television literature is placed according to property specific standards. TV to be left on stand-by. Never attempt to lift TV, always slide across surface to ease cleaning. Damp wipe all remote controls.

   

Telephone: Damp dust all surfaces and cable, paying special attention to the handset and the buttons on the base.

Remote control & telephones: should be sanitized in departure rooms.

Trouser press: Damp dust top, front and sides

Plasma screen TV: Damp wipe with cloth and water

AC Unit: Damp dust or feather flick grill

4.

Replace all literature in its original position.

   

5.

Pull out pillows and cushions from the chairs and sofa

Always wear rubber gloves or use a thin nozzle

Vacuum

edging

tool

&

to vacuum and damp wipe. Check all cushions for tears, frayed areas and stains.

vacuum attachment when checking grooves in soft furnishings.

damp cloth.

 

Report any upholstered furniture in need of deep cleaning or shampoo according to hotel specific reporting procedures.

 

6.

Fluff cushions and replace.

   
  6. Fluff cushions and replace.     We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

cushions and replace.     We Know What It Takes To Make It Clean © InterContinental

34

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 15
TASK 15

: Clean furnishings – HAIRDRYER

OPERATIONAL DEFINITION: Hairdryer cord should be wrapped and not frayed. Unit is free of hair, screen free of lint, there are no chips, fingerprints, smears, smudges, discolouration, cracks, or marks. When switched to the “on” position, unit produces a warm to hot airflow.

Follow safety guidelines for all cleaning products and wear gloves.

NEVER USE WATER DIRECTLY ON ELECTRICAL EQUIPMENT.

 

Methods

Tips/Why

Tools & Chemical

1.

Switch on hair dryer and check operational. Check filter not clogged with hair and debris.

If not operating correctly, follow hotel specific reporting procedures.

 

2.

TURN OFF and unplug if applicable. Use damp cloth with cleaning chemical to wipe down entire unit, including cord.

As a safely precaution unit should be unplugged prior to cleaning.

R2 or R3 & cloth

be unplugged prior to cleaning. R2 or R3 & cloth We Know What It Takes To

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to cleaning. R2 or R3 & cloth We Know What It Takes To Make It Clean

35

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 15
TASK 15

: Clean furnishings - WARDROBE

OPERATIONAL DEFINITION: All surfaces of the wardrobe, including the carpet/floor, walls, shelf, rod, hook, luggage rack, hangers and doors, are free of dust, smudges, smears, scuff, frays, stains, discolouration, debris, chips, and broken pieces. Coat hangers are visible and follow hotel quantity standard. Laundry bag and lists are as per hotel specific standard. As per Brand standards each wardrobe will contain an iron that heats properly and is free of water, hard water deposits and full-sized ironing board that opens and closes easily, without burns. The shelf, rod, rail and hooks are secured firmly to the wall. Door opens smoothly and easily, and closes completely. Door hardware and tracks are clean and shiny.

Follow safety guidelines for all cleaning products and wear gloves.

 

Methods

Tips/Why

Tools & Chemical

1.

For departure rooms, check for guest objects left in wardrobe.

If any items are found in departure rooms follow hotel specific procedures for lost property.

 

If the room is occupied do not disturb guest items.

Check that two laundry bags are present and replace if necessary. Also ensure two sets of laundry and dry cleaning lists are present as per Hotel specific standard

2.

Damp dust the top shelf, bar, walls, and inside the wardrobe using a cloth dampened with cleaning chemical.

For high dusting use a duster or vacuum cleaner with attachments.

R2 & cloth Vacuum cleaner with attachments

3.

Check the walls and wipe down with a cloth dampened with cleaning chemical.

To remove scuffs, marks, and dirt smudges. For stubborn stains see special cleaning

R2 & cloth

For stubborn stains see special cleaning R2 & cloth We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

see special cleaning R2 & cloth We Know What It Takes To Make It Clean ©

36

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

4.

Empty water from the iron if applicable and wipe it free from any spots. Hang the iron in the organizer. Ensure that cord is wrapped around iron and safety catch on iron is secure.

Residual water will stain clothes. If iron is damaged then remove from room and follow reporting procedures.

 

Refer to special cleaning section for de-scaling.

5.

Check the ironing board and wipe it clean of any smudges. Check the cover for stains or burns. Place iron and board on organizer for storage.

Replace broken ironing boards, and stained or burned covers.

R2 & cloth

6.

Check that the luggage rack is in good working condition. Wipe it down with a cloth dampened with cleaning chemical.

 

R2 & cloth

In departure rooms, fold it and store it in closet.

In

occupied rooms, do not disturb the placement of luggage racks.

7.

Check hangers. Replace any broken ones.

   

Remove wire or plastic hangers in departure rooms.

8.

Place an extra pillow in pillowcase with an envelope fold on shelf in plastic zip bag as per Brand standard

   

9.

Close doors after process is complete.

Report any malfunctions, inoperative equipment, or maintenance needs according to hotel specific reporting procedures.

 
according to hotel specific reporting procedures.   We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

reporting procedures.   We Know What It Takes To Make It Clean © InterContinental Hotels Group

37

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 15
TASK 15

: Clean furnishings - SAFE BOX

OPERATIONAL DEFINITION: Safe box should function properly and be left open in departure rooms. dust, marks, smudges, fingerprints, debris and spots.

Box will be free of scratches,

Follow safety guidelines for all cleaning products and wear gloves

 

Methods

Tips/Why

Tools & Chemical

1.

Check safe box in working order in departure rooms.

If the safe is locked or items left inside box, follow hotel specific reporting guidelines.

 

2.

Apply cleaning solution to cloth and damp dust the exterior and interior of the safe box.

 

R2 & cloth

3.

Check instructions for operating safe are available in safe.

Guest has details on how to operate to hand.

 

Leave door ajar.

on how to operate to hand.   Leave door ajar. We Know What It Takes To

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

to hand.   Leave door ajar. We Know What It Takes To Make It Clean ©

38

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

TASK 16

: Clean mirrors & glass surfaces including artwork & tables

OPERATIONAL DEFINITION: All surfaces are shiny, clear, free of spots, fingerprints, hair, de-silvering, dust, cracks, smudges, and dirt.

 

Methods

Tips/Why

Tools & Chemical

1.

Spray cleaning cloth with glass cleaner, walking the room in a circle clean all glass and mirrors. Clean surfaces from top to bottom.

Never spray chemical directly onto artwork as this may damage the art piece. Always use minimum chemical on a lint free cloth. Never wash cloths with fabric conditioners as this will cause streaking.

R3 & cloth

Sponge pad can be used for heavy build up.

2.

Dry surfaces from top to bottom with soft cloth.

 

Clean cloth

3.

Report any safety, security, or maintenance needed, including de-silvering, if not already reported.

Follow hotel specific reporting procedures.

 
Follow hotel specific reporting procedures.   We Know What It Takes To Make It Clean ©

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

specific reporting procedures.   We Know What It Takes To Make It Clean © InterContinental Hotels

39

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 17
TASK 17

: Clean windows, double-glazing & sills

OPERATIONAL DEFINITION: All surfaces are shiny, clear, free of streaks, fingerprints, dust, cracks, scratches, smudges, and dirt.

   

Methods

 

Tips/Why

Tools & Chemical

1.

Damp dust / wipe window, frames, and tracks.

 

Smooth operation of double-glazing.

R3 & cloth

2.

Damp wipe inside window with glass cleaner & buff dry. Reach to arms-length only.

If window needs thorough cleaning report as per hotel procedures.

R3 & cloth

Remove heavily soiled marks

 

3.

Check

that

window

restrictors

are

present

and

Follow hotel specific reporting procedures.

 

operational,

if

not

follow

Fire,

Life

and

Safety

procedures.

 

DISCLAIMER NOTICES MUST BE VISIBLE.

 

Report any safety, security, or maintenance needs.

  Report any safety, security, or maintenance needs. We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

safety, security, or maintenance needs. We Know What It Takes To Make It Clean © InterContinental

40

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 18
TASK 18

: Replenish guest room supplies

OPERATIONAL DEFINITION: All standard supplies are at par, fresh, clean, and free of stains, dust or tears and arranged according to hotel specifications daily. All literature is current and up to date. See Brand standards for supplies and quantities.

 

Methods

Tips/Why

Tools & Chemical

1.

Based on hotel standards, place each amenity in its proper place.

 

Guest room amenities

2.

Replenish and arrange all condiments, literature and writing supplies. All items should be clean, free of tears, marks, spots, and stains.

   

3.

See Brand Standards Operating Manual for correct amenities and quantities.

   
for correct amenities and quantities.     We Know What It Takes To Make It Clean

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

and quantities.     We Know What It Takes To Make It Clean © InterContinental Hotels

41

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 19
TASK 19

: Vacuuming floors

OPERATIONAL DEFINITION: All carpeted areas, including the closets are vacuumed daily. All carpets are free of dust, debris, stains, spots, burns, threads, bald spots, discolouration, without buckles or wrinkles, and free of visible footprints.

Refer to Manual Handling Procedures when moving furniture.

   

Methods

 

Tips/Why

Tools & Chemical

1.

Start at corner farthest from entry door and vacuum out including edges and corners and tight areas between furniture.

To avoid trips and falls always push and pull vacuum with one hand while holding the cord safely out of the way.

Vacuum & edging tool.

Maintain continuous eye contact with the surface being vacuumed. If some debris is not being picked up by vacuum, re-vacuum (even using the edge tool) or pick up by hand, using care.

The task is not just simply to pass the vacuum cleaner over the carpet but remove dirt and debris from the carpet.

Use edging tool of vacuum or piping tool to clean the edges of carpeting along skirting boards and behind and along base of furniture.

2.

Vacuum under beds, move or tip lightweight pieces of furniture including chairs, tables, and lamps and vacuum underneath.

Remove foreign objects first.

Vacuum & edging tool

3.

Note spots: remove

or

report

spots

or

stains

For additional information, see notes in special cleaning section.

 

immediately. If carpet is heavily soiled follow hotel reporting procedures.

carpet is heavily soiled follow hotel reporting procedures. We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

follow hotel reporting procedures. We Know What It Takes To Make It Clean © InterContinental Hotels

42

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
 

Methods

Tips/Why

Tools & Chemical

4.

Arrange curtains and nets so that they are neat and tidy.

Allows maximum natural light into room.

 

5.

Vacuum bathroom floor, paying particular attention to corners, skirting boards and edges.

To remove hairs and debris

Vacuum & edging tool

To remove hairs and debris Vacuum & edging tool We Know What It Takes To Make

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

and debris Vacuum & edging tool We Know What It Takes To Make It Clean ©

43

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –
TASK 20
TASK 20

: Report room as ‘ready’ using your normal hotel procedure, switch lights off & close door

OPERATIONAL DEFINITION: Check that all surfaces are free of dirt, dust, fingerprints, smears, smudges, dirt, cracks, scratches, and scuff marks. All mechanisms work easily and securely; entry doors are self-closing and non-slamming. All fittings and tracks are shiny, free of dust, scratches, discolouration and marks. Lights are switched off.

Follow safety guidelines for all cleaning products and wear gloves

   

Methods

Tips/Why

Tools & Chemical

1.

Conduct final visual check.

   

Switch off lights. specific guidelines.

If energy savers in situ follow hotel

2.

Key in telephone room completed status if applicable.

Do not dial a room back if there is a maintenance issue or repair required. For example, if a light bulb is not working, or the TV is out of order, if the bed is broken, or the toilet seat is broken, if there is a flood or the carpet is stained.

 

If anything is present that may cause the guest discomfort then the room should not be dialled back.

All rooms should be dialled back by the end of the day; the Housekeeping office should have been made aware of any rooms that have not been dialled back and why.

All maintenance defects should be reported to the Engineering / Maintenance Dept., and the room only dialled back when the problem has been rectified. Anything more significant than equipment not working or a fixture broken should also be reported to the Housekeeping office.

3.

Close door ensuring self-closing mechanism works. Check door closed securely.

For guest safety and security.

 
closed securely. For guest safety and security.   We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

For guest safety and security.   We Know What It Takes To Make It Clean ©

44

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

Methods – SPECIAL CLEANING

IF IN DOUBT ALWAYS CONTACT YOUR JOHNSON DIVERSEY REPRESENTATIVE FOR ADVICE, OR CUSTOMER SERVICES ON FREE PHONE 0800 525525.

Task

Surface

Chemical

Tool(s)

Background

Skirting Boards

All

R2

White/blue Soft Scour Pad and Drying Cloth

Green pads may be too aggressive for vinyl baseboards. The soft scour pad won’t scratch the baseboards.

Bonnet Buffing

Carpet

Enhance Foam cleaner

Bonnet, 175 RPM Floor Machine, Pump Sprayer

Vacuum area thoroughly. Spot Clean any stubborn stains. Pre-Spray; leave for a few seconds. Rake Bonnet Buff with floor cleaner. Rake. If necessary, re- vacuum, especially new carpets.

Coffee, Soda or Orange Juice Stains

Polished

Jon Stone

Cloth and clean, warm water to rinse Resurfacing

Permanent staining of polished marble may require

Marble

aggressive resurfacing method using diamond grinding or

a

poultice. Only as last resort.

Curtains and Nets

N/A

Taski Fresh

Vacuum Cleaner with Upholstery Tool

dust is found use vacuum cleaner with upholstery tool. If spots are found, send down to laundry. Hand wash in mild detergent and line dry.

If

Extraction

Carpet

Enhance Carpet

Pump Sprayer and self-contained Extractor

Allow 10 minutes dwell time for pre-spray. Make first pass with solution, brush, and vacuum on. Make second pass with only the vacuum on to pick up excess water.

Cleaning

Extraction

cleaner

Gum

Carpet

Taski Tapi Antigum

Putty Knife

Gum Remover comes in either aerosol or liquid form. Use the one that best meets your needs. First treat by holding bag of ice on gum to freeze and remove with knife prior to treating.

on gum to freeze and remove with knife prior to treating. We Know What It Takes

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

remove with knife prior to treating. We Know What It Takes To Make It Clean ©

45

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

Task

Surface

Chemical

Tool(s)

Background

Hair dye

All

Speak to your Johnson Diversey Representative

   

Hairdryer

All

R2

Damp cloth

 

Iron

Teflon

R8

 

To remove hard water build up that can cause clog in steam vents and stain guests clothing.

Faceplate

Jacuzzi

 

Taski San Z15

Brush

Empty the Jacuzzi. Put 125 ml in 5l of water, or equivalent dosage, apply solution to brush and remove tidemarks. Apply with brush to all remaining areas and leave for 5 minutes. Rinse with clean water.

Mould / Mildew

     

See special ‘mildew’ section.

Rust Removal

All

Speak to your Johnson Diversey Representative

   

(except

marble)

Body Fluid

All

   

Refer to Risk Management Information Site, Staff Safety

Sharps (needles, syringes etc.)

All

   

Refer to Risk Management Information Site, Staff Safety

Kettle De-scaling

 

R8

 

Pour 100ml of R8 into kettle. Add cold water to maximum fill mark. Leave overnight then empty and rinse thoroughly with cold water.

Dishwasher

 

TBC

 

Put all glassware and china through dishwasher using sanitiser.

all glassware and china through dishwasher using sanitiser. We Know What It Takes To Make It

We Know What It Takes To Make It Clean

© InterContinental Hotels Group 2004

through dishwasher using sanitiser. We Know What It Takes To Make It Clean © InterContinental Hotels

46

THE ONE AND ONLY WAY THE MANUAL –

THE ONE AND ONLY WAY

THE MANUAL –

THE ONE AND ONLY WAY THE MANUAL –

Task

Surface

Chemical

Tool(s)

Background

Showerhead De- scaling and Disinfecting

 

Titan Chlor Tab

 

Remove showerhead from water supply hose. Disassemble showerhead. Rinse rubber seals with clear water and keep secure Fill a clean bucket with 5 Litr