飯店管理實務英語課程教學支持資源

飯店管理實務英語課程教學支持資源主編:郭淑梅副主編:李松柏杜宗斌HOTELOPERATIONSANDMANAGEMENT

DIALOGSBETWEENATRAINERANDATRAINEE

CONTENTSChapterOne:HotelHistoryandHotelOrganization

ChapterTwo:FrontOfficeDepartment

ChapterThree:HousekeepingDepartment(1)

ChapterFour:HousekeepingDepartment(2)ChapterFive:HousekeepingDepartment(3)ChapterSix:Food&BeverageDepartment(1)ChapterSeven:Food&BeverageDepartment(2)CONTENTSChapterEight:Food&BeverageDepartment(3)ChapterTen:Sales&MarketingDepartmentChapterEleven:AccountingDepartmentChapterTwelve:EngineeringDepartmentChapterThirteen:HumanResourcesDepartmentChapterFourteen:TrendsforHospitalityIndustry

ChapterOne:HotelHistoryandHotelOrganizationUnit1:EvolutionofHotelIndustryUnit2:CategoriesofHotelsUnit3:HotelOutlineandItsOrganizationChartUnit1:EvolutionofHotelIndustry

EvolutionofhotelindustryA.Firstlodgingchainin1769inNorthAmericaB.Multi-unitlodgingchainin20thcenturyC.AmericanhoteltycoonsEllsworthStatlerErnestHendersonConradHiltonKenmmonsWilsonUnit1:EvolutionofHotelIndustry

D.Conceptoftime-sharingE.TravelandtourismcontributiontotheeconomiccloutintheworldUnit2:CategoriesofHotelsHotelsclassificationaccordingtotheirlocationsDowntownhotelResorthotelSuburbanhotelMotelAirporthotelUnit2:CategoriesofHotelsHotelsclassificationaccordingtotheirratesBoutiquehotelLuxury/deluxehotelUpscalehotelMid-tierhotelandmotelEconomy/limitedservicehotelUnit2:CategoriesofHotelsHotelsclassificationaccordingtotheirroomstructure,configurationandfacilitiesAll-suitehotelExtended-stayproperties/apartmenthotelResortsandtime-sharepropertiesInnsCasinohotelCruiseshipsUnit3:HotelOutlineandItsOrganizationChartBasicfunctionsofeachdepartmentFrontOffice

FrontDeskConciergeBusinessCenterPABXTransportationKioskDutyManagerorAssistantManagerExecutivefloorUnit3:HotelOutlineandItsOrganizationChartHousekeepingFloorLaundryMini-barLostandFoundHealthClub/FitnessCenteretc

Unit3:HotelOutlineandItsOrganizationChartFoodandBeveragedepartment

OutletsKitchensandetcUnit3:HotelOutlineandItsOrganizationChartSales&MarketingDepartmentfocusonanalyzingthemarketingplantoreachpotentialcustomers,thensellandbookreservations.AccountingDepartmenttracksallincomingrevenueandoutgoingcash.ItbalancesthebooksandhasclosecommunicationwiththeGeneralManagerandotherswithpowertodecidehowmoneyismadeandspent.Unit3:HotelOutlineandItsOrganizationChartUnit3:HotelOutlineandItsOrganizationChartHumanResourcesDepartmentoverseesallmattersrelatingtostaff,fromrecruitingandhiringtosettingsalaryrangesandbenefits.Unit3:HotelOutlineandItsOrganizationChartUnit3:HotelOutlineandItsOrganizationChartHotelorganizationchart(Seepage17)ChapterTwo:FrontOfficeDepartmentUnit1:GuestCheck-inandCheck-outProcedureUnit2:JobDescriptionsforConciergeStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresUnit4:JobDescriptionsforOperatorsandWorkingProceduresChapterTwo:FrontOfficeDepartmentChapterObjectives:Guestcheck-inandcheck-outprocedureJobdescriptionsforconciergestaffWorkingproceduresforconciergestaffJobdescriptionsforBusinessCenterstaffWorkingproceduresforBusinessCenterstaffJobdescriptionsforOperatorsWorkingproceduresforOperatorsUnit1:GuestCheck-inandCheck-outProcedureCheck-inprocedureGuestarrivesatthehotel.Guestwithoutreservation-walk-in

GuestwithreservationGroup/meetinggroupGreetaguestandaskhim/herwhetherhe/shehasareservationornot.Introduceroomtypesplusspecialattractions,includingtheroomrateFindthereservationforthisguest,andconfirmtheparticularsviacomputerConfirmthegroupname,no.ofrooms,anychanges.Distributekeystothelocalguide/organizerandaskhisorhersignatureandcontactno.Confirmtheneedforwake-upcalls,breakfasttime,andluggagepick-uptimeandotherdetails.Allocatetheroom(s)AssisttheguestinfillingtheRegistrationCardandconfirmthemodeofpaymentandhandleaccordingly.Maketheroomkey,fillinthewelcomecardAskthebellboytoescorttheguesttohis/herroom,updatetheinformationinthecomputeranddothefilingaccordingly.Unit1:GuestCheck-inandCheck-outProcedureUnit1:GuestCheck-inandCheck-outProcedureUnit1:GuestCheck-inandCheck-outProcedureSurname姓Name名Sex性別Nationality國籍DateofBirth出生年月日TypeofIdentification證件種類No.號碼TypeofVisa簽證種類Validity有效期Yr年Mth.月Day日PermanentAddress永久住址DateofArrivalDateofDepartureRoomNo.房號抵達日期離店日期Hostedby接待單位PurposeofStay停留事由Travel旅行Business商務Official官方活動MethodofPaymentCash現金CreditCard信用卡付款方式Traveler’sCheck旅行支票Company公司Others其它Remarks備注Therateissubjectto15%surchargeandanyotherapplicablegovernmenttax.SafeboxprovidedattheFrontDeskorintheguestroomisavailableforusefreeofcharge.房價另加收15%服務費及有關政府稅款。酒店前臺及房間內的保險箱可免費供您使用。FrontDeskStaff員工簽名GuestSignature客人簽名Unit1:GuestCheck-inandCheck-outProcedureWelcomecardThedetailssuchastheguest’sname,roomno.,dateofarrival/departure,staffonduty,roomrateareusuallyprintedonthecard,meanwhiletheroomkeyandbreakfastcouponarealsoinsertedinit.Unit1:GuestCheck-inandCheck-outProcedureCheck-outprocedurePolitelyasktheguesttoreturntheroomkeyInformHousekeepingtolookintheroomsformini-barconsumptionandforgottenitems.PresentthebilltotheguestWriteaninvoicewithinformationprovidedbytheguestSettletheaccountaccordingtomodeofpaymentSayfarewellusingtheguest’snameandextendaninvitationtocomeagainSortoutanychecks,creditcardslipsorcashSettletheaccountinthecomputerUnit1:GuestCheck-inandCheck-outProcedurePaymentauthorizationformIfaguest’sbillispaidbyanothergueststayinginthehotel,confirmwiththeguestwhowillpay,lookatthepaymentauthorizationformtomakesurethesepreviousarrangementshavebeenmade,printthebillandgetthe“paidfor”guesttosignit.Transfertheamounttothepayingguest’sroomaccountinthecomputer.

Unit1:GuestCheck-inandCheck-outProcedureUnit1:GuestCheck-inandCheck-outProcedureincurredby指定消費者為ofRoomNo.ofRoomNo.ofRoomNo.intomyaccount.Iwillberesponsiblefortheexpensesincurredbytheaboveguests.本人愿意承擔以上指定消費者的費用。

DateandTime 日期和時間 GuestSignature授權人簽名JobdescriptionsforconciergestaffPick-upaguestatairport,trainstation,passengerharbourorbusterminalOpenthecardoorforaguestOpenandclosethedoorBellserviceInquiryCarrentalserviceHandleticketssuchastheater,sportseventsetc.LuggagestorageETC.Unit2:JobDescriptionsforConciergeStaffandWorkingProcedures

EscortaguesttohisroominsidethehotelGettheroomkeyfromtheFrontDeskcolleagueorguestandconformtheroomno.Holdtheelevatordoorandinvitetheguesttogoinfirst,standneartheelevatorcontrolpanelStartasmalltalkiftheguestisnottootiredInvitethegueststogoouttheelevatorfirstPressthedoorbellthenknockonthedoorbeforeenteringtheroomPuttheluggageontherackoranyplacetheguestwishesIntroducetheroomfacilitiesiftheguestcomestothehotelthefirsttimeLeavetheroombymovingbackwardtwoorthreestepsiftheguesthasnootherrequirements,meanwhilewishtheguest“Haveapleasantstaywithus.”Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresAttention:

Hereismoredetailaboutshowingfacilitiesintheguestroom:Windowcurtains:closeifdarkoutside,leaveitopeniflight.Locationsofair-conditionerandtemperatureregulator.Safeboxinsidethecabinet.Theitemsinsidethewritingtabledrawers,especiallythehotelservicedirectory.Mini-barselection.Bedcontrolpanel.Powersocket,hair-dryerandshowersprinklerinsidethebathroom.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresHandleagroup’sluggageatarrivalTaketheluggagefromthebusVerifythetotalamount,checkfordamageandinformtheguide/organizerimmediatelyifany.Onthegroupluggagesheet,youalsonoteactualamountofluggageandcompareittothenumberrecordedbynightshiftstaff,thenwritethebusnumberandaskthedrivertosignhisnameforconfirmation.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresAttachluggagetagsoneachitemfordistribution.ConfirmassignedroomnumberswithFrontDeskanddistributeeverythingtoeachguestroomaccordingtotheroominglist.Makeanoteofwhereeachpiecegoesincaseofmix-upandneedtocorrectitlater.Ifluggagearrivesfirstbeforetheirowners,itshouldbeheldtogetherwithaluggagenetoraropeandputinfrontoftheluggagestoreroom.Unit2:JobDescriptionsforConciergeStaffandWorkingProcedures

Handleluggageatcheck-outWhenaguestaskstopickupsuitcasesdownstairs,askforhisnameandroomnumber,howmanypiecestocarry,andtimeheplanstocheckout.Writetheseparticularsontheworksheet.Decidewhetheryouneedatrolleyandwhichsizebasedonnumberandbulkofarticles.Ifacolleaguecallsyoutopickupluggagefromtheguest’sroom,askforguest’sname,roomnumber,yourcolleague’snameanddepartment.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresBeforeyouentertheguest’sroom,pressthedoorbellandannounceyourdepartment’sname.Ifononeisintheroom,checkwhethertheluggageisreadytogo,alsocheckwhethertheguestforgotanything.Attachtheluggagetag-departureandputeverythingnearthestoreroom.Iftheguestisstillintheroom,askwhetherhe/shewantstocheckoutorstoretheitems.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresForstorage,fillintheluggagetag-storage（行李臨時寄存卡）,asktheguesttosignhisname,andpresentonecopytohim/her.Tellhim/hertoshowthiscopytotheconciergewhenhe/sheisreadyforpickup.Forimmediatecheckout,telephonetheFrontDesksotheycanhandlethecheck-outformalities.EscorttheguesttoFrontDeskandwaitinanappropriateplaceuntilcheck-outiscompleted.Carryluggagetothecarandputitinthetrunk,courteouslyclosethecardooraftertheguestisinsidewhilewishinghimanicetrip.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresUnit2:JobDescriptionsforConciergeStaffandWorkingProceduresHandlegroupluggageondepartureCollectitemsaccordingtothegrouproomlist.Meanwhilelookforanydamageortearsoneachpieceoftheluggage.Putthegroup’sluggagetogetherinanappropriateplacesotheguideororganizercancheckeverything,thenaskhimorhertosignthegroupluggagesheet.Putsuitcasesandtravelinggear(suchascameras,sportsequipmentorotheroddshapeditems)intothebusaftertheFrontDeskstafffinishcheckout,thendoublecheckamountofpieceswithdriverandaskhimtosignhisnameontheworkingsheet.Comebacktothecountertofinishsortingouttherelevantdocumentsandfileitallproperlyaccordingtothefilingsystem.Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresUnit2:JobDescriptionsforConciergeStaffandWorkingProceduresHandleluggagestorageNomatterhowfamiliaryouarewiththeguest,askhimorhertofillintheluggagetag-storage.Explaintotheguesttheconditionsregardingthestorage.Storetheluggageproperlyinthestoreroom,andthenrecorditintheluggagestoragebook.WhentheguestcomestotheConciergetofetchhis/herluggage,asktheguesttoshowthevalidIDcardandverifyit,asktheguesttosignaccordingtotheworkingprocedure,thenrecordit.

NOGuestName客人姓名Receivedby接收人Date日期Remarks備注LuggageTag-Storage行李/物品暫時寄存卡NOGuestName客人姓名Receivedby接收人Date日前Remarks備注Description品名No.ofPCs件數XXXHotelNameConditionsofStoragePleasedonotleaveanyvaluablesattheConcierge.Thehotelisnotresponsibleforanylossofdamageofthedepositedarticleanditscontents.Thehotelhasfulllegalright,threemonthsafterthedateshownonthestoragetag,todisposeofanystoreditemsnotclaimed.Priorarrangementinwritingisrequiredtokeepstorageitemsbeyondthreemonths.請勿將貴重物品寄存在行李部。本酒店對寄存物品的損失或遺失概不負責。逾期三個月,酒店有權處理無人認領的行李。若欲寄存行李超過三個月，請提前用書面形式向酒店提出申請。ConditionsofStoragePleasedonotleaveanyvaluablesattheConcierge.Thehotelisnotresponsibleforanylossofdamageofthedepositedarticleanditscontents.Thehotelhasfulllegalright,threemonthsafterthedateshownonthestoragetag,todisposeofanystoreditemsnotclaimed.Priorarrangementinwritingisrequiredtokeepstorageitemsbeyondthreemonths.請勿將貴重物品寄存在行李部。本酒店對寄存物品的損失或遺失概不負責。逾期三個月,酒店有權處理無人認領的行李。若欲寄存行李超過三個月，請提前用書面形式向酒店提出申請。GuestSignature客人簽名Unit2:JobDescriptionsforConciergeStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresJobdescriptionsforBusinessCenterstaffPhotocopying,Sendingfaxes,Tyingdocuments,Meetingroomrental,Printingnamecards/businesscardsforhotelguests,Translationandinterpretationservices,EquipmentrentalsuchasVCR,VCD,printerandnotepadcomputeretcHandlingairlineticketsinsomehotelsetc

HowtoprovidephotocopyserviceforaguestGreettheguestAsktheguesthowmanycopieshewantstomake,Confirmno.ofcopiesandmakethecopiesaccordinglyConfirmroomno.withtheguestafterphotocopyingFilloutabillaccordingtotheBusinessCentertariffAsktheguesttosignonthebillPostthechargetohisroomaccountinthecomputerImprintthecreditcardandasktheguesttosignontheimprintedbill,thenKeyinthetypeofcreditcard,cardno.andexpirydateaswellasguest’sroomno.inthecomputerUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresHowtosendafax

TheprocedureinsendingafaxMakesuretheinformationincludescountrycodeandcitycodeaswellasthefaxno.Ifitisnotclear,alwaysasktheguestforclarification.Meanwhileinformtheguestthatthechargeisbasedontransmissiontime.Iftheguestisinahurry,askhimorhertosignthebillfirstandsaythatwhenyoufinish,youwillsendtheoriginaldocuments,fax-sendingreportandbilltohisorherroom.Notedowntheguestname,roomno.,countrycode,citycode,andfaxnumberonthefaxsendingrecordsheet.Writeabillbyusingthefaxreportandtariffsheetforpropercharges.Postthebillintoguest’sroomaccountbycomputer.Unit3:JobDescriptionsforBusinessCenterStaffandWorkingProcedures

Attention

Ifthefaxcannotbesentoutaccordingtothenumberprovided,tryatleastthreetimes,ifitdoesnotwork,contacttheguest,informhimorherofthesituationandaskforfurtherinstructions.Iftheguestisnotinhisroom,leaveavoicemessagetocontactBC.Unit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresAlwaysrememberthefollowingpointsAskcolleaguesforhelpifyoucannotrecognizetheguest’shandwriting.Donotbothertheguestwithoneortwowordsatonetime,noteallthedifficultiesandthenask.Practicerecognitionofhandwritingwheneveryouhavefreetime.Alwayskeepyourhandscleanotherwisethedocumentshandledbyyoubecomedirty.HowtoprovidemeetingroomrentalfortheguestUnit3:JobDescriptionsforBusinessCenterStaffandWorkingProceduresGetthefollowingdetailsfromthehotelguest:nameandroomnumber,time,dateandhowmanyhoursforusingthemeetingroom,no.ofpersons,ifanyequipmentisneeded,ifdrinksaretobeprovided,andthemethodofpayment.Getthefollowingdetailsfromtheguestinacommunity:time,dateandhowmanyhoursforusingthemeetingroom,no.ofpersons,ifanyequipmentisneeded,ifdrinksaretobeprovided,andthemethodofpaymentaswellasthecompany’sname,contactno.GooveralltherequirementstomakesurenothinghasbeenleftoutthenquotearateaccordingtoBCtariffsheet.Halfanhourbeforethemeetingstarts,preparethemeetingroomaccordingtotheguest’srequest.GuidethegueststothebookedmeetingroomwhentheycometotheBCandservetheguestsduringthemeeting.Asktherentertosignandpaythebill,thenpostittothecomputer.Cleanthemeetingroomandresetupthemeetingroomaccordingtothehotelstandard.Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Ifthelineisbusy,say“Sorry,thelineisbusy,wouldyouliketoleaveamessageorcallbacklater?”Ifnobodyanswersthephoneafterwetransferit,“Sorry,thereisnobodyansweringthephonecall,wouldyouliketoleaveamessageorcallbacklater?”Ifsomebodyphonesthehotelbymistake,respondPolitelytellthecaller,“Sorry,youdialedawrongnumber.”Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Whatiftheguestisnotintheroom?Suggestthecallerleaveavoicemailmessage.Reasons:Thisismoreconvenientforthecaller,meanwhileitleavesyoufreetodealwithotherincomingcalls.Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Howtotakeamessage?Askthecaller’sname,his/hercompany’sname,acontactnumberandthemessageitself.Repeateverythingtomakesureitiscorrect.Besuretoaskwhetheritisurgentornot.Ifitis,printthemessageandsendittotheguestroomimmediately.Unit4:JobDescriptionsforOperatorsandWorkingProcedures

AtelephonemessageslipTo: Date:Department/RoomNo.: Time:From:Co.NameTelNo.Content

Takenby:

Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Unit4:JobDescriptionsforOperatorsandWorkingProcedures

HowtoprovideWake-upcallservicefortheguestRemarks:Awake-upcallisveryimportant,ithastobeexactlyaccordingtorequest,otherwisepeoplewillbelateforthemeetings,flightsorappointmentsanditwillreflectbadlyonthehotel.Unit4:JobDescriptionsforOperatorsandWorkingProcedures

Automaticwake-upcallsPersonalwake-upcallAsktheguest’sname,roomno.andthetimeforwake-upcallRepeatthefactsandwishtheguestapleasant“GoodNight”.Notethedetailsonthewake-upcallrecordsheetSetthewake-upcalltimeonthemachine.Atthecorrecttimecalltheguestsaying,“GoodMorning,Mr./Mrs.ThisisyourXXXhourwake-upcall.Haveaniceday!”Makeamarkonthewake-upcallrecordsheettoshowitwasdone.Unit4:JobDescriptionsforOperatorsandWorkingProcedures

ChapterThree:HousekeepingDepartment(1)

Unit1:MakingabedUnit2:CleaningtheGuestBathroomUnit3:CleaningtheGuestRoomandPestControl

Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoomChapterThree:HousekeepingDepartment(1)ChapterObjectives:KnowhowtomakeabedKnowtheproceduresincleaningtheguestbathroomKnowtheproceduresincleaningtheguestroomCriteriainselectingthepesticideinpestcontrolKnowhowtocleanthepublicareaKnowhowtodothecarpetspotcleaningKnowtheprocedureincleaningtheofficesandlockerroomsGroomingstandardforhotelstaffUnit1:MakingabedItemsrequiredinmakingabedApieceofcleansheetAcleanquiltcoverOneortwopillowcasesAcleanbedspreadetc.Unit1:MakingabedHowtomakeabedPullthebedawayfromtheheadboardandstripthebedLaybottomsheetrightsideupChangequiltprotectorPutpillow(s)intothepillowcase(s)andputthemitinthemiddlenearheadboardPutbedcover/spreadPushthebedagainsttheheadboardandmakesurealllooktidy.Unit1:MakingabedAttention:Takeguest’sbelongsoffthebedandhangtheguest’sclothesintheclosetorfoldthemproperlyandplacethemonatableorachair.Thesheetandquiltmustbestrippedonebyonetopreventwrappingguest’sclothinginthem.Bedshouldbeairedforafewminutes.Putquiltandpillowsonachairinsteadofcarpetforhygienereasons.Putsoiledlinenintothelaundrybag.

Unit1:MakingabedChangemattresspadifitisstained.Turnmattressaccordingtoschedule,usuallyonceinaquarter,andrecorditifitisdue.Beforeturningthemattress,removeanyitemsonornearthebedtomakesurenothingisbroken.Noticethecleanlinessofthemattresspad,changeitifnecessary.Makesuremattressisplacedcorrectlyonboxtopreventdamage.Regularlycheckmattressandbedspringboxtoseeiftheyarecorrectlyplaced.Unit2:CleaningtheGuestBathroomItemsrequiredincleaningtheguestbathroomall-purposecleanerspongedryanddampclothsfordustingtoiletbowl,bathtub,andfloor(identifiedbythecolorsofcloth)brushbasketgloves,andscrubbingpad

Unit2:CleaningtheGuestBathroomHowtocleantheguestbathroomCleanthebasin,vanitytopandmirrorsCleanthebathtubCleantheshowerstallCleanthetoiletbowlCleanthebathroomfloorUnit2:CleaningtheGuestBathroomRemembertoreplenishtheguestamenitiessuchastoothbrushtoothpastecombglasssoapbodylotionshampooshowercap,etc.Unit3:CleaningtheGuestRoomandPestControl

HowtocleantheguestroomDrawthesheercurtainsandblack-outcurtainsRubbishdisposalRemoveusedlinenandmakebedDustingCleanthebathroomReplenishsuppliesVacuumthefloorSelfcheckStartcleaningthenextguestroomUnit3:CleaningtheGuestRoomandPestControlAttention:Alwayscleantheguestroominonedirection,eitherclockwiseorcounter-clockwisetoeliminatecriss-crossingtheroom.

Unit3:CleaningtheGuestRoomandPestControlII.CriteriainpesticideselectionNoodor(ornotfragrantodor)HighlyeffectiveHarmlesstothehumanbeingsUnit3:CleaningtheGuestRoomandPestControlMethodsusedincontrollingpestsSpraypesticideonfloorandfurnituresurfaces.Weonlydothiswhenguestsarenotpresent.Cleanthesurfacesafterawaitingperiod.Leavethepesticideincertainareaswherepestsorinsectsarefound.Machinesthatattractandkillthefliesandmosquitoesarealsoeffective.Rat-trapscanbeplacedincertainareaswhereratsareknowntobe.Adhesivepapercanbehungtocatchflyinginsectsinstaff/storageplacesthatareofflimitstoguests.Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoom

DefinitionofPublicArea

Itincludestwoparts,oneisfortheguestuseandtheotherisforthestaffuse.Theguestareaisthelobby,guestlavatories,liftsandescalators,outlets,andbanquetareas.Thestaffareaistheentrance,elevators,andstaircaseusedonlybystaffpluslockersandstaffcanteen.ProceduresincleaningthehotellobbyEmptyandcleanthestandingashtraysaswellastheashtraysspreadaroundthelobbysuchasontheDutyManager’sDeskandnearthepublictelephone.Cleantheentranceconstantlythroughouttheday.Ifitsnowsorrains,putafootmatorapieceofnarrowcarpetneartheentrancesoguestswon’tsliponthewetsurfaceandtoprotectthefloor.Replaceanyfurnituremovedelsewherebyguests.Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoom

HowtocleantheguestlavatoriesBeforeenteringguestlavatoriestocleanthem,knockonthedoorandsay“Housekeeping”.Ifthereisnoreply,youmayenter.Ifaguestisusingthetoilet,waitoutsideuntilitisvacant.Remembertoplaceaplasticconeattheentrancewhileyouarecleaning.

Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoom

Theprocedureforcleaningpublicrestrooms:RefillallsoapdispenserandtoweldispensersEmptyalltrashcansUseaclothdippedindiluteddisinfectantsolution,dampwipeallfixturessuchasmirror,pipes,faucetsanddispensers.Spotcleancubiclepartitionsanddoorhandlesifnecessary.Rinsecleanedsurfaces,wringingtheclothunderthetapasneeded.Usethesamediluteddisinfectant,cleantopsandbottomsoftoiletseatsandallexteriorsurfaces.Drythesesurfaceswithasoftcloth.Dothesameforexteriorsurfacesofurinals,includingpipes.Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoom

Usecleansersforthewashbasins.Donotuseabrasivesbutcleantoiletbowlsandinsideurinalswiththeappropriatedetergent.Becarefulnottodriponthefloorsorchromeparts.Thesolutionmuststayonthefixtureforseveralminutes.Forfloors,useaverywetmoptoapplydisinfectantsolution.Donotwringthemop,allowexcessivesolutiontodripbackintothebucket.Allowthefloortoremainwetforseveralminutestomaximizetheeffectivenessofthesolution.Useasqueegee,pushexcesssolutiontowardthefloordrainthenrinsewithcleanwaterstoredinabucketwithwringer.Unit4:CleaningPublicArea/CarpetSpotCleaning/CleaningtheOfficeandLockerRoom

ProceduresincleaningtheoutletsUnit4:CleaningPu