STANDARD OPERATING PROCEDURE HOW TO PREPARE A ROOM ATTENDANT’S TROLLEY TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: HKFL-0009 Housekeeping January 2005 I expect my room to be clean, functional and comfortable I expect amenity supplies to be replenished daily I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay 25 minutes Why is this task important for you and our guests? Answers: Make your job more efficient and less time consuming You won’t have to keep returning to the store to replace missing items Guest supplies and textiles will be fully replaced to standard without any delays Trolley will look professional and portray the correct image to the guest Task – Preparing a Room Attendant’s Trolley Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Prepare your cleaning supplies bucket for the day The bucket must be clean and dry with no old pieces of soap, shampoo etc inside from the previous days work! What condition must the bucket be in? Why? 2) Inside the bucket put a bottle of R1, R2, R3 & R5 R1 – toilet cleaner, R2 – multi surface cleaner, R3 – glass cleaner, R5 – air conditioner Ensure all bottles are full - fill up from the dispensers in the Housekeeping Office What are R1, R2, R3 & R5? Where you refill the bottles from? 3) Put a sponge for the toilet and a sponge for other cleaning purposes in the bucket along with a toilet brush Toilets carry harmful bacteria so it is essential that the sponge used to wash the outside of the toilet bowl and lid is separate from the sponge used to clean the sink, bath, glasses etc Why is it important to have a separate sponge for the toilet? 4) Place the bucket on the trolley As per the photo index #1 5) Ensure the trolley shelves and the top of the trolley which is allocated for guest supplies is clean and debris free No dust or non-relevant items What is R4? Why is this important? What impression could it give to the guests? 6) Check the soiled linen bag for Task – Preparing a Room Attendant’s Trolley Page of cleanliness, ensure there are no newspaper bags in the bottom! WHAT/ STEPS 7) Stock the trolley with linen supply 8) Stock the trolley with guest supplies Task – Preparing a Room Attendant’s Trolley No Stain of dirt visible, clean and odor free Do not fill the soiled linen bag higher than the top of the bag A pile raised to excessive levels looks untidy and unprofessional Furthermore you are likely to lose items HOW/ STANDARDS What would a guest feel if the trolley smells of old dirty linen? What can you if the bag is dirty? Where are the clean ones stored? How much dirty linen can be placed in the soiled linen bag? TRAINING QUESTIONS Stock the trolley with linen for rooms, this enables you to work up until lunch time when a replenishment can be made Place the following items on the trolley as per the photo: index #1 - Double sheets - Single sheets - Pillow cases - Pillow protectors - Mattress protectors - Bath towels - Hand towels - Bath mats - Face cloths How many rooms should the trolley be stocked for? Place the following items on the trolley: - Toilet paper - Facial tissues - Soaps (bath & hand) - Shampoo What should you check the supplies for before packing them? What should we check the linen items for as we place them on the trolley? Name the items that I have mentioned? How many of each you think you should pack? What could be a common mistake when packing the guest supplies? Page of - WHAT/ STEPS HOW/ STANDARDS - 9) Final Check Task – Preparing a Room Attendant’s Trolley Bath gel Body lotion Sewing kits Shoe polish Nail file Cotton pads Cotton tips Soap leaves Sanitary bags TRAINING QUESTIONS Stationery paper/envelopes Post cards Brochures Telephone pads Laundry bags Laundry lists Guest questionnaire DND/Make up room sign Shopping bags (big & small) Shoe horn Back scratcher (if standard) Room service menus Your trolley should always remain neat and organised at all times as it is in the eye of the guest Any maintenance should be done straight away Why must the trolley look neat and tidy at all times? Page of Summary questions: What was important to consider about the bucket?? What are R1, R2, R3, & R5? Why is it important to have a “special” sponge for the toilet? What is important to remember about the shelves on the trolley? What is important to remember about the soiled linen bag? How many rooms should you stock for at one time? What were the linen supplies that you need to stock the trolley with? What were the guest supplies that you need to stock the trolley with? Now ask the trainee to practice the task from start to end to test competency PHOTO INDEX #01 PHOTO INDEX #02 Task – Preparing a Room Attendant’s Trolley Page of ... Cotton pads Cotton tips Soap leaves Sanitary bags TRAINING QUESTIONS Stationery paper/envelopes Post cards Brochures Telephone pads Laundry bags Laundry lists Guest questionnaire DND/Make up room. .. Shopping bags (big & small) Shoe horn Back scratcher (if standard) Room service menus Your trolley should always remain neat and organised at all times as it is in the eye of the guest Any maintenance... straight away Why must the trolley look neat and tidy at all times? Page of Summary questions: What was important to consider about the bucket?? What are R1, R2, R3, & R5? Why is it important to