1 housekeeping training manual
2 contents how to clean a suite – 3. weekly or on departure daily refresh 8. suite cleaning checklist 9. public area task sheet 11. daily housekeeping guide 12. all the stuff you need for ordering and inventory checks appendix 1: daily housekeeping 16. appendix 2: in room stationery 17. appendix 3: kitchen inventory 18. appendix 4: first night kit 19. appendix 5: Staybridge Suites inspection 20. appendix 6: pre-opening stock order 22. appendix 7: ordering inventory 23. appendix 8: linen count 25. appendix 9: cleaning products 26. appendix 10: cleaning products 28.
3 how to clean a suite – weekly or on departure 1. entering a suite Knock on the door. Knock again, wait for a response. If no response, enter the suite announcing “Housekeeping Good Morning / afternoon”. a) Always be aware of “leave me alone” signs on the guest suite doors and never knock on these doors. Leave a housekeeping “please call us card” so the guest can contact reception when they are ready to have their suite cleaned. If you are unable to service a room by 2pm, then call Guest Services who will contact the guest and advise you. At no time must we break the “leave me alone” sign. b) On entering to clean, hang a “We are servicing your room card” on the suite door. The front door must remain closed. This is to prevent anyone entering the room whilst you are cleaning. c) Check the guest room door is free of scuffs, marks and nicks. Any maintenance must be written on the Oops card and handed to the supervisor / manager in charge. d) Door locks and dead bolts must function smoothly and will be in excellent condition – check the door closure is functioning properly. 2. cleaning the room a) Turn on entry light switch and put the fan on or open the windows. b) Carry the vacuum, supplies and cleaning caddy into the suite and place the cleaning supplies in the bathroom. No products are to be placed directly onto the floor. (This is so products do not stain the floor). c) Open the curtains, before starting the room. d) If dirty dishes are present, remove and place in the dishwasher. Remove all dirty glasses, coffee mugs, coffeepots etc from all the rooms for cleaning in the dishwasher. Once the dishwasher cycle is complete, dry and then restock cupboards. e) Any items from the gathering table area must be returned. f) Check for any items the guest may have left and take to the House Keeping office immediately. g) Collect rubbish from all rooms put in a clear bag. h) Remove soiled linen from the bathroom; strip the bed checking that no items have been left in the bundle (e.g. teddy bear or nightwear). Check the cleanliness of the mattress protector and pillow protectors. Replace if required.
4 2. cleaning the room continued i) Any damaged linen items must be placed in the DISCARDED linen discard bags provided in the floor service areas, ready for the housekeeping manager to assess. **No linen is to be disposed of at any time without the approval of the housekeeping manager, or in absence the General Manager. (See appendix 8: linen count, page 25) j) When removing soiled linen and rubbish from the suite, check for bedding and bath linen needed to re-supply the room. Make one trip to the linen cupboard collecting all the items you require. Bring all the items back at the same time. k) Clean and soiled linen should NEVER be in the suite at the same time. l) All maintenance issues must be written on the Oops card and passed to the supervisor or maintenance. m) Make the bed. Ensure the mattress protector is secure and fitted properly. Place the flat sheet on the bed and make sure that the corners are hospital corners and the sheet is secure. Put your duvet corners to the corners of the duvet and roll the duvet inside. Hold by the two corners to ensure that the duvet is smoothed. Replace pillowcases and ensure that the protector is clean. n) Go around the room in a clockwise direction, dusting and cleaning all the furniture. Preventing an accumulation of dust makes cleaning easier. Inspect the undersides of tables, and dust, as necessary. All collateral should be neatly arranged and current. (See appendix 2: in room stationery, page 16) Do not overlook: • Entry doors. • Pictures and tops of pictures. • Window ledges at the base of double glazing. • Headboards on top. • Vents. • Under the bed. • Inside drawers. • Mirrors. • Under the sofa cushions. • Lamps. • Televisions – dust on the back of set. • Furniture must be in very good condition, free of visible wear, tear and be free of debris and stains. o) When cleaning light bulbs and shades, test all bulbs and replace if burnt out. All lamp and telephone cords must be cleaned, then neatly coiled and tied up. NO CABLE TIES. p) Replace supplies according to standards. Staybridge Suites first night kits are only placed in the suite on arrival. Guests can purchase extras from the pantry. (See appendix 4: first night kit, page 19) q) Only on check out of suites, wipe out the inside of the drawers. Do not do this in occupied rooms. Never disturb a guest’s personal belongings when you are cleaning the room, unless it is to hang up the guest’s clothing. Put slippers in the wardrobe / bathrooms and fold nightwear and place it on the end of the bed. It is to be tidy but not intrusive. r) In wardrobe replace used laundry bags (the standard is one). Close the door and wipe down the door, front and back, to remove any fingerprints, hangers to be stacked neatly. Make sure wardrobe shelves are clean and free of dust. All in-room safes should be clean and functional with the instruction card inside. how to clean a suite – weekly or on departure
5 On every check out, the carpet in the safe should be checked under. 2. cleaning the room continued s) Before leaving the room, take a last look to ensure the furniture is arranged properly, that lamp shades are sitting correctly etc. t) After cleaning the suite, turn off the lights, make sure the air conditioning is off and close the entry door. u) Check the hallway for any debris. v) When the room is completed call the housekeeper on duty to come and inspect the room. (See appendix 5: Staybridge Suites inspection, page 20) note: Ensure that carpet / flooring throughout the suite is in good condition, free of visible wear, loose seams, and threads and completely free of debris and stains. Walls, woodwork and ceilings should be in very good condition, free of nicks, marks and soil. All surfaces, fixtures and equipment throughout the room must be free of any dust or debris. Entire room must be fresh and odour free and give an impression of good ventilation. Televisions will be in good, clean condition, and fully functioning (including remotes). If a baby cot has been used in the suite, contact the linen porter who will return it to the store cupboard – as with any extra linen that may be present if the sofa bed has been used. If your daily task sheet states that a baby cot or sofa is to be made up, collect all extra linen items from the store cupboard not forgetting extra towels – 2 per person. Leave the sofa linen neatly folded on the sofa. Ensure the cot is safely assembled and linen is placed inside. how to clean a suite – weekly or on departure
6 3. cleaning the bathroom **Rubber gloves must be used at all times while cleaning the bathroom. This is for your health and safety. a) Place the caddy on the bathroom floor, with soiled towelling already removed, wash out bathroom bins with bathroom cleaner, wipe them dry and replace all bin liners. b) Check the vent over shower, clean with rag if necessary. c) Put toilet cleaner in toilet and leave to work. d) Clean the shower / bathtub tiles spray the tiles with bathroom cleaner and use the yellow / green sponge. Leave the chemical to work, rinse well with hot water and wipe dry with a rag or squeegee. (Never use bathroom towelling. This is a disciplinary matter if used.) e) Polish all chrome, making sure it is free of water spots. Showerhead handle should face down. Soap dish should be free of scum and be highly polished (underneath as well as on top). f) Shower doors should be highly polished with no spots or lime scale this also includes the chrome hinges. Place clean bathmat, folded, on the floor in the shower stall along the door base / or bathmat to be placed on the side of the tub. Showerhead should tilt slightly towards the wall to ensure that the guest is not completely drenched on entering the shower room. g) Spray shower floors with bathroom cleaner and scrub then clean. Polish all chrome fixtures free of water spots. The walls and floors of the shower stall should be wiped dry to prevent mildew. 3. cleaning the bathroom continued h) For the toilet, scrub the inside of the toilet bowl with the toilet brush and heavy-duty toilet cleaner. Wipe the outside of the toilet, including tank, base and flush valve with your BLUE CLOTH. Wash the seat, top and bottom with heavy duty all-purpose bathroom cleaner. Put seat and lid down. i) Check behind the toilet that tiles are cleaned, free from any dust or splashes. Using your PINK CLOTH. j) Check all walls, corners, doors skirting boards and door frames are clean of all dirt, dust and fingerprints. k) In an occupied room, the counter top still needs to be cleaned, lift and replace the items. l) All guest amenities should be re-stocked – body wash, shampoo, conditioner and soap x 2 bars. how to clean a suite – weekly or on departure
7 4. cleaning the kitchen a) Empty the dishwasher that you switched on earlier once clean. b) Begin by cleaning inside all the cupboards making sure that all items are taken from the shelves and cleaned. A guest could easily have dirtied the plates etc and put them at the bottom of the pile. c) Wipe the extractor fan of any grease and check the controls are fully working. CIF Cream, scourer and J Cloth. d) Clean the cooker hob top with the special cooker top cleaner ensuring that there are no marks on the surface. This includes the outside rim edge of the cooker. e) Open up the microwave door and heat up a bowl of water until it steams. Clean the inside with your kitchen cloth and sanitiser spray. f) Wipe all of the drawers out, lifting all the kitchen utensils out. Replace the items as per the photograph. g) Ensure that the dishwasher is clean and smells fresh, checking the filter is not clogged. The control panels should be polished. h) Empty the fridge and freezers making sure that the iceboxes are clean and replenished. No ice from the previous guest should be in the room. i) All glassware is to be highly polished and placed back into the correct cupboard as per the photographs. j) Clean under the sink ensuring that the green dishcloth is in place with the washing up liquid – refill if necessary. k) Clean the inside of the rubbish bin with the sanitiser and replace liner.
8 5. corridor cleaning Corridors are to be cleaned on a daily basis to include the following: a) Dust all mirrors, pictures, furniture and lamps. b) Vacuum all carpet and edges daily. c) Mop all wooden floors and skirting boards. d) Check and clean stairwell daily. Fire staircase weekly. e) Clean all service areas. f) Clean all skirting boards and thresholds weekly, including the lift runners. g) Clean light fixtures according to spring clean schedule. h) Report all deficiencies to Housekeeping immediately. i) Carpet spots should be removed immediately. j) Sweep and damp mop any wooden and tiled floor areas. k) Clean and dust any vents on the corridor. l) NO Items to be left in the corridor at any time. 6. cleaning materials (See appendix 9: cleaning products, page 26) a) Rubber gloves – for cleaning bathroom. b) Vinyl gloves – for cleaning all other areas. c) Blue micro fibre cloth for toilet. d) Pink for sink. e) Yellow for damp dusting hard surface areas. f) Scourers for bathroom and kitchen (1 each area). g) Rags for drying. h) Oasis Pro 40 – glass cleaner. i) Fairy – washing up liquid. j) Regain – hard floor surface cleaner. k) Chromal – stainless steel cleaner and protector. l) Oasis Pro 56 – air freshener. m) Oasis Pro 63 – bathroom cleaner. n) Oasis Pro 64 – toilet cleaner. o) Oasis Pro 10 – multipurpose cleaner / degreaser. p) Mikro chlor – sanitiser. q) CIF – Kitchen cleaner. r) Furniture polish. s) Spill kit – body fluids. how to clean a suite – weekly or on departure
9 daily refresh 1. entering a suite a) Knock on the door, Wait for a response. Knock on the door again, wait for a response. If no response, enter the suite announcing “Housekeeping good morning / afternoon”. b) Always be aware of “leave me alone” signs on the guest room doors and never knock on these doors. Leave a housekeeping “please call us card” so the guest can contact reception when they are ready to have their suite cleaned. If you are unable to service a room by 2pm, then call Guest Services who will contact the guest and advise you. At no time must we break the “leave me alone” sign. c) On entering to clean hang a “We are servicing your room card” on the suite door. The front door must remain closed. This is to prevent anyone entering the room whilst you are cleaning. d) Door locks and dead bolts must function smoothly and will be in excellent condition – check the door closure is functioning properly. e) Check for any dry cleaning and ensure it is taken to the supervisor immediately. f) Empty rubbish from kitchen and bathroom bin. g) Replace bathroom towels if necessary. h) Clean toilet with toilet cleaner / brush – wipe with blue cloth. i) Clean sink area with pink cloth and bathroom cleaner. j) Check for messages on notice board. k) Make bed. l) Return any gathering table area cutlery / crockery. m) Report any maintenance issues with an Oops card.
10 suite cleaning checklist always ensure housekeeping in room card is on suite door and the door is shut materials: caddy tray containing: • Yellow scourers. • Pink micro fibre cloth – for sink, bath and shower. • Blue micro fibre cloth – for toilet. • Yellow for every where else. • Yellow duster. • Rags for drying. • Henry vacuum cleaner and spare bag. • Toilet brush. • Rubber gloves. • Oasis Pro 40 – glass cleaner. • Oasis Pro 56 – air freshener. • Oasis Pro 64 – toilet cleaner. • Oasis Pro 63 – bathroom cleaner. • Oasis Pro 10 – disinfectant (kitchen). (See appendix 9: cleaning products, page 26) stayover – refresh (15 mins) • Empty all bins. • Make the bed. • Fold towels or if they are in the bath or shower replace. • Put dishes in dishwasher. • THAT’S IT! due out (45 mins) changing the bed: • Remove duvet cover, bottom sheet, all pillow cases. • Ensure all pillows have protectors on and are clean – if not replace. • Ensure mattress protector is in place and is clean and secure – if not replace. • Place clean sheet on bed ensuing all sides are neatly tucked in. • Put duvet inside cover, place on bed ensuring both side drops are equal and it is pulled tight with no creases, tuck the bottom in. • Fold the throw in half length ways and place across bottom of bed. • Put pillows in case and place at top of bed 2 in front of 2. • Place the coloured cushions in front of these.
11 cleaning the kitchen • Put all cutlery / crockery in dishwasher use tablet and wash. • Microwave set to right time. • Clean microwave inside and out with Oasis Pro 10 / 20 and stainless steel maintainer. cleaning the lounge / bedroom • Alarm clock set to the right time next to left side of the bed. • Curtains open and neat. cleaning the bathroom • 1 Hand towel placed on the side of the sink – bar of soap on top (1 in the wardrobe). • Soap dish, tissues and 2 glasses to be placed next to sink. • Spare toilet roll and sanitary bags to be placed in basket or on floor. • Toilet roll on holder end pointed. • Chrome toilet brush next to toilet. • White bin under sink. • Shampoo, conditioner and body wash on first glass shelf – ENSURE BOTTLES ARE FULL. • 1 Bath sheets on bottom shelf (1 in the wardrobe) • Ornament / vase on top glass shelf. collateral • “Housekeeping in room” card. • “Leave me alone” card on back of door. • Notepad and pen by phone. • Make yourself at home guide on coffee table and insert minimum four pantry pad order sheets. • Phone card on notice board 6 pins. • 3 Oops cards on table. • Monthly calendar on notice board. • Beer bottle sign on bottle in fridge (if the hotel provides beer as an optional standard). • 2 laundry list and bags on skirt hanger in wardrobe. (See appendix 2: in room stationery, page 17) first night kit • Place 3x coffee sachets, tea bags, sugar and sweetener sticks into a plain mug from kitchen inventory or in a glass jar. (See appendix 4: first night kit, page 19) • 6 milk cartons. (See appendix 4: first night kit, page 19) • Bottle of beer in fridge with hanger (if the hotel provides beer as an optional standard). Vacuum cleaners must not be on corridor. Trolleys must be put in service or room when on your break suite cleaning checklist
12 public area daily task sheet the den • Damp dust all areas including skirting boards. • Vacuum all areas including sofas. • Tidy up taking cups / plates etc back to gathering table area. fitness room • Wash down all equipment. • Replace hand towels. • Vacuum all areas. • Damp dust all areas including skirting boards. lobby / living room • Remove any rubbish. • Vacuum all areas. • Damp dust. • Mop tiled areas. • Clean glass areas. • Clean lifts inside and out. public toilets • Clean all toilets, urinals and sinks. • Mop all floors. • Replenish toilet roll and soap in dispensers. • Empty bins. laundry room • Damp dust all areas. • Empty bins. • Ensure irons and boards are neat. • Mop floor. patio • Remove all rubbish. • Clean glass area. • Brush decking. gathering table area • Clean all tables and chairs. • Vacuum floors. • Mop tiled area. back entrance / staff area • Remove all rubbish. • Damp dust. • Mop floors. • Clean glass doors. other • Report any maintenance issues to guest service with an Oops card
13 • Take any lost property to housekeeping office.
14 daily housekeeping guide 1. housekeeping guide a) Log onto computer [ctl] [alt] [delete] (together) then username & password. b) Double click Opera – username / password. c) [Shift] [f3], search note how many stays, due outs, clean and dirty in pink book. d) Close miscellaneous reports, type reservation traces, search, click reservation traces the ok. Click all boxes EXCEPT due out and VIP only, then print, close. e) In report box type arrival and click search, click on arrival & checked in today, ok. Print, close. f) In report box type departures, search, click on departures individual and group, ok, print, close. g) Room’s management, housekeeping, housekeeping management, print 2 copies. Click expanded, click facility tasks, all ok, attendants – put in number of staff, ok. h) Sheets will appear [*] means stayover [!] means arrival. Click on room number until x appears and drag to different section if required. i) WEEKENDS do not service stayovers. Click all [*] roomed and move to individual section. Any dirty rooms not being serviced put into own section. Print. Close, close again. j) Allocate staff to sections. Fill in housekeeping daily sheet with staff to rooms. From housekeeping detail report fill in out of order rooms and clean rooms highlight in different colours. k) Check trace report for any sofa beds, cots or any other housekeeping traces. Allocate these rooms and issue to staff to resolve. l) To allocate – click on front desk, arrivals, put guest surname in and enter, click on guest name and click edit. Click on room box a room will then be allocated, save and close. 2. handover / lost property a) Check with reception for any handovers. b) Check for any lost property requests from reception if you have it mark in book that it has been taken to reception. 3. first night kit With second housekeeping detail report highlight all stayovers – these do not need replenishing for first night kit. All other rooms to be replenished with 3 sachets of coffee, tea, sugar and splenda.
15 4. laundry a) Check all stays for dry cleaning before 8.30am, take to reception. b) Wash previous day’s cleaning cloths on 60°c wash, separate wash for previous day’s suite tea towels on 40°c wash. Monitor time place in time on auto dry as soon as cycles are finished remove from laundry. Iron tea towels. 5.rooms a) Check all clean rooms once staff are in. Report any discrepancies to guest services. b) Liaise with maintenance over out of order rooms and maintenance issues. c) Input clean rooms into the system as soon as they are checked. Click in rooms management, housekeeping, housekeeping management, click on the room number and change to clean. 6. orders a) Log on to www.buyfruition.com username… password… (See separate sheet for codes). b) Type in item and enter, put in quantity then buy. Continue this process until you have selected all items you require. Click process then next. Print a copy of the order. Complete purchase order book with all details. Take to GM to be authorised – ensure signature is obtained. Input purchase order number into box then place order. c) Once order is delivered pass delivery note to GM. 7. public areas Continuously check the public areas including lifts, toilets and gathering table area. Walk around before leaving. 8. timesheets a) To be completed daily, faxed to HCS on Fridays. Staybridge timesheets to be completed daily and emailed to GM on Monday for previous week. Double click on shared documents, common documents, timesheets, housekeeping, current month and open previous week. b) Overwrite start and finish times only. Overwrite name if you have a new member of staff. 9. linen a) Count linen coming in and tally to delivery note, put away into store rooms. Note linen numbers on record sheet. b) All linen to be sorted into section i.e. Towels, sheets etc and counted. Enter figures into linen book as you count them. Total up at the end of the day and complete laundry supplier (UK-Sunlight) paper work leaving pink sheet in the cage ready for collection. daily housekeeping guide
16 10. end of day a) Ensure all service rooms are clean and tidy, cages and linen sorting area must be tidy with nothing left out. b) All equipment – vacuum cleaners etc to be put away. Dirty cloths to be bagged up ready to wash next morning. All trolleys stocked up ready for the next day. c) Collect in all work sheets and input into the system ensuring all rooms tally i.e. if leaving rooms dirty these are in the system. daily housekeeping guide
17 all the stuff you need for ordering and inventory checks
18 appendix 1: daily housekeeping stock Staybridge Suites launch materials Origin Reference number Item description All TBC HH SBS/EN/1016/1 Letterhead 2000 HH SBS/EN/1015/1 Comp slip 2000 HH SBS/EN/1017/1 Continuous paper 2000 HH SBS/EN/1030/1 C4 envelope 2000 HH SBS/EN/1014/1 DL envelope 2000 HH SBS/EN/1001/1 Door hanger 500 HH SBS/EN/1014/1 Rack brochure 1000 HH SBS/EN/1023/1 Key card wallet 3000 HH SBS/EN/1005/1 Note pad 1000 pads HH SBS/EN/1024/1 Message cards 500 HH SBS/EN/1031/1 Staybridge A4 folder sage (generic folder) 500 HH SBS/EN/1034/1 A6 Embossed note card 1500 HH SBS/EN/1037/1 Cookie bag label 3500 HH SBS/EN/1002/1 Make yourself at home guide 2000 HH SBS/EN/1010/1 Branded ball pen 5000 HH SBS/EN/1011/1 Beer bottle hanger (optional) 500 HH SBS/EN/1029/1 Unpacked your shopping card 500 HH SBS/EN/1033/1 A5 laundry form 2000 HH SBS/EN/1025/1 The pantry order pads 1000 HH SBS/EN/1015/1 Newsletter registration card 1000 HH SBS/EN/1009/1 Please call us – housekeeping card 500 HH SBS/EN/1038/1 Oops card 1000 HH Telephone tariff card 1000 HH SBS/EN/1039/1 Maintenance door hanger 500 HH Cookie bags 1200 HH SBS/EN/1022/1 Laundry bags In stock at HH HH SBS/EN/1041 & 1042 Coffee cup sleeves x 2 designs In stock at HH
19 appendix 2: in room stationery Collateral name Reference number Recommended initial order quantities Door Hangers – Leave me alone SBS/EN/1001/1 300 Monthly Calendar in Suites SBS/EN/1004/1 Make yourself at home guide SBS/EN/1002/1 250 In-suite notepad SBS/EN/1005/1 300 Pen SBS/EN/1010/1 300 Laundry Bags SBS/EN/1022/1 500 Laundry Cards SBS/EN/1033/1 500 HK in room card Oops card
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 20. appendix 3: kitchen inventory Item & minimum quantity Studio 1 Bed 2 Bed 3 Bed Knife block and knives 1* 1* 1* 1* Kitchen scissors 1 1 1 1 Can opener 1 1 1 1 Cheese grater (Chrome 3 dimensional) 1 1 1 1 Tongs 1 1 1 1 30cm Olive wood spatula 1 1 1 1 30cm Olive wood spoons 2 2 2 2 Vegetable peeler 1 1 1 1 Bottle opener/ corkscrew 1 1 1 1 Pizza wheel 1 1 1 1 Stainless steel colander 1 1 1 1 Tray 2 2 2 3 25cm Plates 4 6 6 8 15cm Plates 4 6 6 8 25cm Pasta/cereal bowl 4 6 6 8 10oz Mugs 4 6 6 8 4-cup Cafetiere 1 1 – – 6-cup Cafetiere – – 1 – 8-cup Cafetiere – – – 1 Table knife 4 6 6 8 Table fork 4 6 6 8 Dessert spoon 4 6 6 8 Teaspoon 4 6 6 8 Slated spoon 1 6 6 8 Ladle 1 1 1 1 8oz Red wine glass 4 6 6 8 10oz Highball glass 4 6 6 8 6oz Tumbler glass 4 6 6 8 18cm Saucepan with lid 1 1 1 1 16cm Saucepan with lid 1 1 1 1 Item & minimum quantity Studio 1 Bed 2 Bed 3 Bed 24cm Frying pan 1 1 1 1 20cm Saucepan – – – 1 22cm Saucepan – – – 1 30cm Circular pizza tray 1 1 1 1 Baking sheet 1 1 1 1 20cm Casserole dish 1 1 1 2 16cm Mixing bowl 1 1 1 1 1 litre measuring jug 1 1 1 1 Seal fresh container 1L 2 2 2 2 Seal fresh container 1.5L 1 1 1 – Seal fresh container 0.75L – – – 2 Seal fresh container 2.5L 1 1 1 2 White polypro chopping board 1 1 1 1 Kitchen roll holder 1 1 1 1 Electric kettle 2.5L 1 1 1 1 Electric 2 slice toaster 1 1 1 – Electric 4 slice toaster – – – 1 Butchers stripe oven gloves 1 1 1 1 Navy kitchen cloths set of 3 1 1 1 1 Silicon trivet 1 1 1 1 Pedal bin 1 1 1 1 Glass utensil jar 1 1 1 1 20cm Glass storage jar 1 1 1 1 Ice cube tray 1 1 1 1 Fish slice 1 1 1 1 Egg cups 2 2 4 6 Mixing bowl 1 1 1 1 Placemats and coasters 4 6 6 8 *1 knife block with minimum of 3 knifes; bread, vegetable and carving
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 21. appendix 4: first night kit Item Quantity Product description Hot drink Tea 3 x bags Tetley tea bags tag enveloped Coffee 3 x sachets Kenco really smooth sticks Milk 6 jiggers UHT semi skimmed milk portions Sugar 6 sticks White sugar sticks Presentation coffee, sugar etc in coffee mug x 1 Standard coffee mug, from suite inventory
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 22. appendix 5: Staybridge Suites inspection Employee name: ________________________________________________________________________ Date:__________________________________________________________________________________ Possible score Your score entry Door. 1 DND sign on door knob clean, free of marks and stains. 0.5 Room number sign free of fingerprints. 0.5 Hallway Hallway walls to be free of marks and stains, any damage to be reported to the housekeeping OR maintenance manager. 1 kitchen Hob To be clean and free from grease. No food marks to be present. 2 Extract The extract to be free from grease, the controls to be in good working order. 5 Fridge To be clean and sanitised, ice compartment defrosted, with a fresh ice tray inside. 2 Fridge The ice compartment to be defrosted monthly and wiped out on checkout. Using your sanitiser spray, clean the inside of the fridge. Ensuring the shelves are dishwashed monthly. 1 Microwave To be free from smell and stains. Clean plate by putting a bowl of water in and heat very hot until steams and then take out and wipe, it kills all germs. 2.5 Dishwasher Ensure that the inside is free from water and that it is drained. Monthly check the dishwasher for salt. 1 Fire blanket Outer packaging to be clean and free from dust. 2 Kitchen pack Ensure all drawers clean and free from dust. Ensure all items are clean and polished in good working order. Bin Bin is to be clean and sanitised inside and out. Using sanitiser spray. 2 Glassware To be polished and free of any marks and chips. 2 Cutlery To be counted and in a full set, clean and polished. 3 Crockery To be polished and checked in between every dish, plate etc. 1.5 Pans To be free from food stains, in good working order. 1 Utensils To be counted and in a full set, clean and polished. 2 Kettle To be emptied on checkout and descaled monthly. Polished on the outside. 1 Toaster To be emptied of crumbs on checkout and polished on the outside. 1 Drawers – all clean. 1 Chairs pulled out with corner nearest wall under desk, no stains, no scratches; wastebasket empty. 2 Phone table – phone clean and Oops card, note pad and pen in place. 0.5
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 23. Possible score Your score sitting room Windows Curtains, window ledges, cushions, inside window glass clean and free from finger prints. 1 Sofas and chairs Sofas and chairs – cushions, under cushion, behind and below chair, no stains, no loose threads. 2 Coffee table Table – top, below, no scratches or nicks. 1 TV All TVs to be clean and free from dust and smears. 1 bedroom Bed Headboard to be dust free, throw pillows cleaned and in good repair, bedspreads free from stains, fresh sheets, under bed to be free from dust and lost property. Sheeting to all free from marks. 2 Side tables Lamp, shade, bulb, clock radio. Alarm clock on correct time. The shade should be clean and sitting correctly on the lamp. 1 Hairdryer Hairdryer neatly placed in drawer of TV cabinet. Carpet Vacuumed, no spots or stains, no loose seams and threads, no debris. Under the bed should also be free from stain. 2 Chest of drawers Ensure clean inside and out. Especially bottom drawers in the corners. Behind the drawers should be free from dust. 1 bathroom Door ajar 6", hinges, door handle clean and polished. 0.5 All light bulbs on good working order. 1 Vanity top, clean and free from marks and stains. Tissue box full (tissue peaked). Two hand towels rolled on the vanity top with soap on each. 2 Basket restocked with neatly folded extra toilet roll and paper sanitary bags. 2 Sink area highly polished sink, faucet chrome, sink stopper all polished. Free from any debris. 3 Towel rail ok. 0.5 2 x Large fluffy bath towels neatly folded on the shelf. 0.5 Shower stall, no soap scum on the soap dish, drain free of hair and debris, chrome highly polished, glass door polished free from marks and stain. Bath mat folded carefully at the base of the stall. 6 Toilet seat, bowl, hinges, flushes quietly, paper peaked (not less than a half), chrome highly polished. 6 Bathroom floor, clean, sanitised and free from debris, especially in the corners. 5 Tub – no soap scum, amenities stopper handle down, bath mat folded neatly at the base of the bath. 4 Floor to be clean and free from debris, sanitised in all areas. 3 Vents All are clean and dust free. 2 Cords All are neatly hidden and properly wrapped. 1 First impressions cleanliness / appearance. 3 Dusting. 3 Placement. 3 Walls, woodwork and ceiling – In very good condition, free of nicks, marks and soils. 3 Freshness – odour free, good ventilation, temperature at medium heat and low fan. 2 Lighting – all operational and dust free. 3 appendix 5: Staybridge Suites inspection
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 24. Possible score Your score 100 Perfect Suite score / 85 Good Apt / below 75 retrain All your scores count towards your Quarterly Suite score. 100 appendix 6: pre-opening stock order delta groom purchase order number: Description Unit size Unit price Quantity per case Price per case Order qty (cases) Order value ex VAT Delivery date 1 Bottle of Body Wash 300ml £5.00 24 £120.00 10 £1,200.00 2 Bottle of Shampoo 300ml £5.10 24 £122.40 10 £1,224.00 3 Bottle of Conditioner 300ml £5.50 24 £132.00 10 £1,320.00 4 Handsoap, white, embossed, wrapped 50g £0.29 72 £20.88 25 £522.00 5 body wash refill 5 litre £26.49 4 £105.96 6 £635.76 6 Shampoo refill 5 litre £27.59 4 £110.36 4 £441.44 7 Conditioner refill 5 litre £29.99 4 £119.96 2 £239.92 8 Pump; refill dosing, 30ml each £4.50 1 £4.50 6 £27.00 £5,610.12 Note: Unit price includes carriage to hotel, excludes VAT Confirm delivery date with General Manager prior to despatch Conditions of contract as per IHG terms and conditions Delta Groom contact - John Dilley - (0) 7771 611 366 / (0) 1983 522 004 / [email protected]
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 25. appendix 7: kitchen stock order Product code Product description Pack size Product price* Knife block150161 Vegetable knife 4" 10cm E5301 (EACH) 1 £2.75 150849 19cm scissors budget kitchen E4684 1 £2.92 F06036 Can opener E9700 1 £3.72 150672 Cheese grater- 3.75" grater S/S box E2789 1 £5.67 147431 Tongs- 30.5cm tongs kitchen S/S 2PC E1122 1 £2.73 F06040 Olive wood spatula 30cm E9996 1 £1.29 Olive wood spoon 30cm potato peeler E3665 (each) 1 £1.21 F04228 Bottle opener/ corkscrew waiters friend 1 £1.68 1" dia pizza cutter black handle E1216 1 £ 147872 Stainless steel colander 30cm S/S E2763 1 £5.73 F08007 wooden serving tray D9608 1 £10.87 F02123 Dinner Plate- Alchemy balance Coupe plate size 23cm 6 £20.13 F02439 Side plate- Alchemy Coupe plate size 16.5 cm 6 £14.71 F02121 Pasta/ Cereal bowl- Alchemy balance bowl size 16oz 12 £39.32 899486 Mug- 10oz Alchemy white mug 24 £80.36 Cafetiere 4 Cup Cafetiere 6 Cup- MEA only Cafetiere 8 Cup- MEA only F07087 Table Knife- Windsor 12 £6.39 F01950 Table Fork - Windsor 12 £3.74 F01953 Dessert spoon- Windsor 12 £3.77 F01954 Teaspoon- Windsor 12 £2.33 143429 Slotted spoon- Perforated ss serv spoon 1 £2.17 Ladle- S/S & black nylon E9256 £ T00483 Red Wine glass- Princesa 8 oz 48 £43.50
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 26. appendix 7: kitchen stock order Product code Product description Pack size Product price* T00592 High ball- Islande 11oz 48 £17.47 T00409 Tumbler glass- Islande old fashioned 10.5 oz 48 £20.46 Saucepan with lid 18cm Saucepan with lid 16cm Frying pan Saucepan with lid 20cm Microwave plate min size 25cm Baking sheet/ tray F07889 1.5L casserole round 0843R0356 3 £14.40 F07071 16cm (min size) mixing bowl- 22cm clear poly carb bowl 08602200 1 £3.21 F07734 1L measuring jug E6518 1483008 6 £7.10 F07733 1L sealfresh container E4456 1376008 6 £6.60 132278 23.5x17x8 stewart food box pop E4297 6 £10.08 Seal Fresh containers- 3 various sizes White polypro chopping board F06046 Kitchen roll holderElectric kettle F06031 Electric 2 Slice toaster E9993 1 £17.73 F08083 Electric 4 Slice toaster HE8919 1 £31.35 Double oven glove F06049 Tea towel- 3 Navy/ Blue stripy Kitchen towels F0015 3 £7.81 F06045 Trivet- heat resistant silicone trivet E9701 1 £3.73 F05545 40x25cm pedal bin chrome 123405 F3575 1 £14.99 F06047 Utensil- glass utensil jar E9997 1 £3.42 F08003 20cm glass storage jar C7108 1 £5.20 127069 Ice cube tray- 14 cubes ice cube tray L7660 D2182 1 £0.88 F08005 Fish slice- S/S black nylon slotted turner E9255 1 £1.24 135114 egg cup white ECWHG B1844 1 £1.13 F08393 Coasters- 4 faux brown leather coasters D2367 4 £3.86 F08394 Place mats- Faux leather brown leather table mats D2268 4 £6.07 P03014 dust pan & brush blue soft WPSOBU 1 £1.34 F07864 Hand whisk 1 £1.64
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 27. Product code Product description Pack size Product price* Tea pot 127043 Rapid cork ext. brass plt D3020 (each) 1 £30.95 142161 Metal table tidy D0029 (each) 1 £17.88 143429 12" perforated ss serv.spoon E2900 1 £2.17 149044 22x16x5" grey tote boxes 8010012 E3041 1 £3.62 C01424 Samark date and price label gun S26 1 £57.72 R00528 plain labels for samark gun 20x1500 20 £47.79 F09466 4 Comp cutlery box grey E3040 8930012L 1 £2.29 F00169 10" black cooks knife E5309 1 £8.14 F02349 5.25" alchemy square plate QH APRASP5 6 £16.54 F05495 36x47x74 mahogany stand D3274 91001 1 £35.85 F06039 S/S & black slotted spoon E9327 1 £1.24 F06475 1/2 size g/norm lid no handle 20CWC135 1 £2.57 F07690 10" slicer serrated edge E5318 P1655 1 £6.66 F07691 18cm kitchen scissor black 763633 1 £6.03 F08004 S/S black nylon solid spoon E9326 1 £1.24 T00437 vigne stemmed glass 71604 12 £6.03 P03269 small sponge scourer SP001410P 10 £3.64 N04115 fairy lemon w/up liq 80991998 21 x 500ml £20.54 N05405 sun professional tablets 7515207 100 £11.03 N05553 fairy liquid original 80913928 3 x 5L £26.81 F06502 11oz princesa goblet 31CL 254334 48 £53.45 P00052 rasant / combitex floor tool 8112 1 £16.02 *Price correct as of September 2008
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 28. appendix 8: linen count Staybridge Suites linen delivery Monday Tuesday Wednesday Thursday Friday W/C King duvet King sheet Pillow case Bath towel Hand towel Bath mat Cloths Staybridge Suites linen collection Monday Tuesday Wednesday Thursday Friday W/C King duvet King sheet Pillow case Bath towel Hand towel Bath mat Cloths
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 29. appendix 9: cleaning products ecolab Qty Price Product Description Pack size Fruition code Unit cost* 1 £55.53 Regain Floor, wall and surface cleaner 4 x 5L 900725 N04615 £55.53 1 £24.26 Chromol Stainless steel cleaner and protector 6 x 500ml 902939 N04625 £24.26 1 £65.43 Oasis Pro 40 Ultra concentrated glass and hard surface cleaner. For use with Oasis Pro dispenser 2 x 2L 900869 N04177 £65.43 1 £92.16 Oasis Pro 56 Ultra concentrated fabric-safe fresh odour counteractant. For use with Oasis Pro dispenser 2 x 2L 902438 N04621 £92.16 1 £52.53 Oasis Pro 63 Ultra concentrated bathroom cleaner disinfectant. For use with Oasis Pro dispenser 2 x 2L 900881 N04182 £52.53 1 £45.16 Oasis Pro 64 Ultra concentrated toilet cleaner. For use with Oasis Pro dispenser 2 x 2L 900883 N04183 £45.16 2 £19.44 Pro Shine Special Concentrated furniture polish and protector for wood, painted and polished surfaces 6 x 500ml 302999 N04731 £9.72 1 £35.82 Indur Brillant Plus Super concentrated cleaner maintainer for all polished floors with polymer – starter kit 3 x 1L 301814 N00703 £35.82 1 £14.87 Mikro chlor shakers Chlorinated powder for general and equipment sanitising 12 x 500gm 1202 N00675 £14.87 1 £42.5 Spill Kit Safe decontamination and removal of body spills 4 x 1L 7000-0691 P00051 £42.50 1 £0.93 Flip Top Caps Blue Directional flip top. For use with spray bottles Each PKF005 N01273 £0.93 1 £2.53 Oasis Pro 64 Screen Printed Bottle Bottles Each 417103281 P04947 £2.53 1 £2.53 Oasis Pro 63 Screen Printed Bottle Bottles Each 417103280 P04946 £2.53 1 £2.53 Oasis Pro 56 Screen Printed Bottle Bottles Each 419800522 P07246 £2.53 1 £2.53 Oasis Pro 40 Bottles Each 417103275 P04941 £2.53
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 30. Qty Price Product Description Pack size Fruition code Unit cost* Screen Printed Bottle 1 £4.79 Trigger Foamers Produces a clinging foam ideal for washroom products. Each 9265-3088PK P01066 £4.79 4 £19.16 Spray Trigger – Green Spray head for use with spray bottles Each 7000-0993 P07624 £4.79 1 £47.92 Oasis Pro 10 Ultra concentrated multi purpose cleaner degreaser. For use with Oasis Pro dispenser 2 x 2L 900853 N04172 £47.92 1 £2.53 Oasis Pro 10 Screen Printed Bottle Bottles Each 417103273 P04939 £2.53 £533.15 Total Epicare 1 Mild cleansing lotion with a fresh scent and gentle foam, pH-neutral and oil-replenishing. Ideal for the gentle cleansing of hands and body. With perfume and dye 3 x 5L 900301 N01765 £33.27 Clear Dry Classic Liquid rinse additive for spotless warewashing in soft / medium water Each 901366 N04612 £43.50 * Price correct as September 2008 appendix 9: cleaning products ecolab
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 31. appendix 10: cleaning products Bunzl Product code Product description Pack size Product price* Order Qty Order value ex VAT* P03149 Rubber gloves 12 prs £2.05 5 £10.25 P01029 Vinyl gloves 100 £1.98 2 £3.90 P00779 J Cloths – dishcloths 100 £4.03 1 £4.03 P04824 Yellow duster 10 £1.26 5 £6.30 P07737 Non scratch scourer 10 £3.89 15 £58.35 P01129 Scourers 10 £6.27 3 £18.81 P01453 Dustpan and Brush each £1.05 7 £7.35 P01456 Toilet brush set each £0.63 15 £9.45 P00693 Handle – green each £2.91 1 £2.91 P00694 Handle – blue each £2.91 1 £2.91 P00695 Handle – red each £2.91 P00696 Handle – yellow each £2.91 1 £2.91 P00716 17" midi loop mophead – blue each £3.36 2 £6.72 P00717 17" midi loop mophead – yellow each £3.36 2 £6.72 P00718 17" midi loop mophead – red each £3.36 P00715 17" midi loop mophead – green each £3.36 2 £6.72 P01829 Cobweb brush each £5.00 6 £30.00 N01689 Ultra white powder 7.5kg £20.38 1 £20.38 P01660 18 x 29 x 39 Clear sack 200 £23.20 2 £46.40 M00525 Kleenex cube tissue 12 x 90 £7.10 12 £85.20 M02004 Scott bulk pack toilet roll 36 x 260 £12.15 2 £24.39 P02150 Sani bag 500 £12.39 2 £24.78 P00606 Pillow bags 200 £9.91 2 £19.82 P01388 Flick duster each £1.08 6 £6.48 P00413 Caddy tray each £1.66 12 £19.92 P00025 Pedal bin liner 1000 £6.48 1 £6.48 M02009 Kleenex Ultra toilet roll 40 x 240 £11.16 8 £89.28 P04078 Excel microfibre cloth – blue 10 £7.23 3 £21.69 P04079 Excel microfibre cloth – red 10 £7.23 3 £21.69
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 32. Product code Product description Pack size Product price* Order Qty Order value ex VAT* P04080 Excel microfibre cloth – green 10 £7.23 P04081 Excel microfibre cloth – yellow 10 £7.23 3 £21.69 P00725 8 litre bucket & wringer – blue each £6.62 1 £6.62 P00724 8 litre bucket & wringer – green each £6.62 1 £6.62 P00726 8 litre bucket & wringer – red each £6.62 P00727 8 litre bucket & wringer – yellow each £6.62 1 £6.62 P01951 12" soft broom head – green each £4.77 P01958 12" soft broom head – red each £4.77 P01959 12" soft broom head – yellow each £4.77 P01819 12" soft broom head – blue each £4.77 1 £4.77 M01141 2ply Kitchen roll 24 x 64 £17.25 8 £138.00 P07272 Henry hoover bags 10 £3.03 5 £15.15 M03503 1ply white Z fold hand towel 12 x 250 £13.82 Co1190 Henry hoover each £102.45 6 £614.70 NO5405 Dishwasher tablets 100 £11.92 3 £35.76 NO4115 Fairy 21 x 500ml £20.25 7 £141.75 N05553 Fairy refill 3 x 5l £26.71 1 £26.71 F06049 Tea towels 3 pack £7.81 Liquid soap – public toilet Total £1582.23 * Price correct as September 2008 appendix 10: cleaning products bunzl
© 2009 Staybridge Suites House keeping Manual EMEA Effective Date 7 October 2009 33. contacts PHS Anne Yates 07730 811 427 Ecolab Mark Bailie 07879 433 558 Premier Clean (carpets) Phil 07802 834 335 Bunzl Sandra Adams 01524 541 190 Vida (window cleaning) Thom Pallett 07971 280 538 Sunlight (linen) Gill Cosgrove 07966 215 686 / 01257 264 981 HCS (HK staff) Jan Flynn 07960 165 806 Wash & press centre Collin Eldridge 01512 800 283 / (dry cleaning) 07717 495 301 Bunzl Order day: Friday by 3pm Delivery day: Tuesday 3663 Central Distribution Tel: 0161 622 2233 Coors Tel: 0845 6001 777 Office Depot Tel: 0870 403 2279 Mico Tel: 01132 567117 Wallace & Cameron Tel: 01698 354600 ID Data Tel: 01730 235716 Hot AV Tel: 0845 130 6161 HHA Tel: 0870 803 1838