Procedure - Cleaning Etiquette
Section: Human Resource Procedures
Procedure Owner: Ignition633 Ministries Nigeria Human Resources
Policy Name: Cleaning Etiquette Procedure
Origination Date: October 2024
Purpose
The Cleaning Etiquette Procedure aims to establish professional and courteous cleaning practices that promote a respectful and welcoming environment for guests. This procedure ensures that all housekeeping staff maintain high standards of cleanliness and professionalism, contributing to a positive guest experience and upholding the hotel's reputation for quality and care.
Scope
This procedure applies to all housekeeping staff cleaning guest rooms, public areas, and other hotel facilities. It includes essential etiquette and specific cleaning tips to maximize efficiency and thoroughness. All staff must adhere to these guidelines to ensure high service, cleanliness, and guest satisfaction.
Cleaning Etiquette
Appearance
The way you present yourself is very important. As a housekeeper, remember to keep clean and tidy and have a positive and welcoming attitude. Please refrain from wearing strong cologne, perfumes, or any strong scents that would linger in an area.
Knock First
At your scheduled cleaning time, please remember to knock! Before entering a residence, bedroom, bathroom, or office space, wait 10 seconds before knocking again and announcing "housekeeping." If there is no response after three knocks, open the door slightly to ensure the room is empty before slowly entering.
Be Discrete
You will be working in private residences as well as visitor's quarters. Be mindful that you are working quickly, quietly, and discreetly to not disturb or interfere with those occupying the space (residents, visitors, or staff). Do not take personal phone calls during work hours; phones should be silenced. Respect residential and office spaces. It is inappropriate to "hang out" in residence; activities like napping, watching TV, eating, making personal calls, sitting on couches, laying on beds, using the restroom, etc are not permitted.
Confidentiality
Housekeepers see and hear many things while on duty, including government officials and people of high status. Please remember that any information you may hear is private and should not be repeated, shared with anyone, or broadcast on social media. Discussing personal items in a home or person's room is also inappropriate.
Off Limits
Wardrobes, drawers, dressers, cabinets, and other closed storage units will not be opened. Please only clean surfaces that are open spaces, such as bookshelves, tabletops, and open cubbies. This excludes unoccupied visitor residences and bedrooms, which must be checked for items left behind and cleaned.
Cleaning Tips
Be Prepared
Come to the house with all of your cleaning supplies and restock supplies. This will prevent you from going back and forth to the housekeeping office.
"Clock Work" Efficiency
Picture a clock. Imagine the entry/exit is noon (12:00) on the clock. Work your way around the room in a circle, ensuring each section is attended to.
Top to Bottom
Dust, dirt, and debris fall. Always clean from the top (cleaning ceilings and dusting tops of shelves), working your way down, and cleaning the floors last.
Hot Water
You will need hot water for proper cleaning. When you first arrive to clean, turn on one of the water heaters. Set a timer for 15 mins. After 15 minutes, the water heater MUST be shut off.
Communicate
If you notice any Maintenance issues, it is imperative that you communicate that to your supervisor. Maintenance issues such as lights not working, water heater malfunctions, leaky sinks/toilets, or broken doors impact your job and the people using the space. Although it is not your job to fix the problem, you must communicate any issues.
Proper Sanitation
Ensure you have the proper cleaning materials. This will help ensure the task is completed easily and correctly.
Training Video
https://youtu.be/m3oTx5KHGls
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This procedure will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.
For any questions or further assistance regarding this procedure, employees should contact the HR department at hr.nigeria@ignition633.org.