Guestroom Attendant/Inspector

Transcription

1 OHIO FCCLA LODGING EVENT Guestroom Attendant/Inspector Description of Event Participants will follow lodging industry standards to efficiently clean and inspect a guestroom. In this event, the participants will demonstrate triple sheeting and bed making procedures, techniques for vacuuming a guestroom, safe use of cleaning supplies, and lodging sanitation. The participants will also inspect a hotel guestroom. This skill event supports and integrates the following Hospitality and Tourism/Lodging and Travel Services Career Field Standards. OHIO DEPARTMENT OF EDUCATION CAREER FIELD STANDARDS Hospitality and Tourism Core Body of Knowledge 2.3 Apply active listening skills. 2.4 Use verbal skills Acquire self-development skills Implement time management skills. Lodging & Travel Services Pathway 37.1 Describe the role of housekeeping operations in lodging Maintain safety and security standards in housekeeping Monitor the use of standards for effective housekeeping operations Clean guestroom to industry standards. Resources American Hotel & Lodging Association Educational Institute. Managing Housekeeping Operations, 2 nd ed., 1997 American Hotel & Lodging Association Educational Institute. Skills, Tasks, and Results Training (START), Ohio Department of Education (2007). Hotel and Resorts Content Standards Guestroom Attendant/Inspector- Ohio FCCLA

2 Guestroom Attendant/Inspector Eligibility 1. Participants are an affiliated member of the state and national FCCLA organizations. 2. Participants are enrolled in a Lodging Pathway program under the Hospitality and Tourism. 3. An entry will consist of 1 participant. Purposes 1. To exhibit appropriate grooming, attire, and hygiene acceptable for a guestroom attendant. 2. To demonstrate stripping bed linen and remaking the guest bed to meet industry standards. 3. To properly inspect a guestroom to ensure customer satisfaction and quality control. 4. To demonstrate safety and sanitation procedures, good body mechanics, and efficient work habits. 5. To demonstrate proper use of a vacuum cleaner 6. To demonstrate skills and knowledge in the housekeeping department. Competitors Procedures 1. On the day of the event, register and find the assigned competition rooms. 2. Report to competition rooms 30 minutes before the scheduled competition time. 3. In the skill demonstration guestroom, each participant will introduce himself/herself, use supplies from the provided by participant list to complete the linen stripping, bed making (bed must be triple sheeted using 2 flat and 1 fitted), vacuuming, dusting, and sanitizing portions of the event, and answer 5 questions from the prepared list. 4. In the inspection guestroom the participant will inspect a guestroom for obvious cleaning and maintenance issues. 5. Judges will evaluate professional appearance, quality skill demonstration, thorough room inspection, time allotment, and public speaking. Timing Skill Demonstration Guestroom Introduction Skill Demonstration Stripping and re-making a bed Vacuuming Dusting Sanitizing a telephone Questions/Discussion Inspection Guestroom Room Inspection Judge Scoring Total Time for Event* 2 minutes 20 minutes - use timer 3 minutes 10 minutes- use timer 5 minutes 40 minutes Guestroom Attendant/Inspector- Ohio FCCLA

3 Guestroom Attendant/Inspector Chairperson s Procedures 1. Secure judges for the event. Provide event packet and score sheet to judges prior to the event. 2. Secure a monitor for the inspection room. 3. Provide a Co-Chair for the purpose of collecting score sheets, grading the inspection sheet, tallying scores, and breaking ties as needed. 4. On day of competition, orient judges prior to event. 5. Secure one or two guestrooms for skill demonstration. One room should include 2 full-size beds. 6. Secure one guestroom for inspection. Inspection will take place in the guestroom and bathroom. 7. Allow contestant to bring supplies into skill demonstration room and introduce himself/herself prior to timing the event. (Do not allow any unpacking or organizing.) 8..Chairperson will collect score sheets from both competition rooms and compile the final score for each contestant. In case of a tie, refer to the tie breaking notation on the rubric. 9. This is a closed event. Only the competitor, chairperson, monitor, and judges will be permitted in the rooms during competition. Judge s and Monitor s Procedures Skill Demonstration Room 1. After introductions, instruct the participant (which bed to make, area to vacuum, dusting, and sanitation items) and then start the timer. Provide timing update half way through the skill demonstration competition. (Ex. 10 minutes remaining ) 2. Ask the participant 5 questions from the list supplied. 3. Judges will then collaborate and grade the finished product according to the rubric. Inspection Room 1. The monitor will supply a room inspection sheet and clipboard for the contestants. 2. Provide timing update half way through inspection competition. (Ex. 5 minutes remaining ). 3. Collect the completed inspection sheet and clipboard. Give inspection sheet to the chairperson. 4. Assure that no-one tampers with the items to be inspected. Supplies and Equipment Provided by Participant 1. One fitted and two flat sheets for a full-size bed 2. Four standard pillow cases 3. One full-size blanket 4. Container for soiled linen 5. Vacuum cleaner with bag 6. Supplies (sanitizing solution and equipment to clean Formica/vinyl surfaces and telephone) 7. Hand sanitizer 8. Disposable gloves **** Subject to change depending on hotel site. Participants will have notification of changes if any. Guestroom Attendant/Inspector- Ohio FCCLA

4 Guestroom Attendant/Inspector Provided by Rally Site In Skill Demonstration Room-one or two complete guestroom(s) including: 1. One full-size bed 2. Four standard pillows 3. Linens for the bed to be made in advance (mattress pad, flat and fitted full-size sheets, pillow cases, blanket, and comforter or bedspread) 4. Clipboards and chairs for 3 judges 5. Pencils, paperclips and calculator 6. Timer In Inspection Room-one complete guestroom including: 1. Guestroom, including bathroom 2. Clipboards 3. Room monitor 4. Guestroom inspection sheets 5. Timer Items to be inspected should be in a mix of conditions. Item should either be in perfect condition or have one very obvious flaw, defect, or dirty spot. While these flaws may vary from district to district, care must be taken to ensure that the condition is the same for each contestant in that district, and obvious to the observer. Examples of Flaws: Any of the following could be obviously dirty or... Mirror could have a damaged frame. Picture could have cracked glass or damaged frame. Lamp could have a burned out bulb, missing finial or just be unplugged. Lampshade could have an obvious stain or a hole it. Nightstand or end table could be damaged, scratched, or broken. Chair could be stained, ripped, or broken. TV could be unplugged. Remote batteries could be dead or missing Bible cover damaged or pages written on Guestroom Attendant/Inspector- Ohio FCCLA

5 Participant s Name_ School District GUESTROOM INSPECTION SHEET Check the condition of each item listed below. Mark the condition of the item in the appropriate column on this inspection sheet. You may make notes as needed about the condition or cleanliness of any item. Guestroom Number Date of Inspection Inspection Item Lamp Lamp Shade Light Bulb Television TV Remote Pictures/artwork Bedspreads Drapes Bathroom Floor Sink Tub/Shower Shower Curtain Chrome/Fixtures Bathroom Mirror Toilet Toilet Paper Telephone Book Trash Cans Clock Radio Alarm Ice Bucket OK Poor Condition Item is Missing Notes Example: dirty or damaged Inspection Score of 20 (To be recorded on judges score sheet) Guestroom Attendant/Inspector- Ohio FCCLA

6 GUESTROOM ATTENDANT/INSPECTOR QUESTIONS AND ANSWERS FOR REGIONAL AND STATE SKILL COMPETITIONS To Skill Event Judges: All participants are to be asked 5 questions from the following list of 20. The same 5 questions do not have to be given to each participant. Answers from the participants will vary. Use your judgment as to whether it is close to the answer supplied. Select the appropriate performance level and mark it on the rubric. You are encouraged to write positive and constructive comments in the appropriate column on the rubric. The participant and instructor welcome your comments and may use them to improve performance. Whenever lower performance levels are selected they need to be justified with written comments. QUESTIONS AND ANSWERS 1. Q. In what order would you as a room attendant do the following tasks: dust, vacuum, make the bed, and straighten the room? A. A room attendant should; straighten the guestroom, make the bed, dust, and then vacuum. 2. Q. Some lodging establishments offer a turndown service. Please name at least four (4) of the services that might be performed. A. Folding back the bed linen Leave a flower or mint on the pillow Fluffing the pillows Straightening the guestroom Emptying wastebaskets Cleaning the bathroom Closing the drapes Restocking amenities 3. Q. Give three (3) examples of amenities you might place in a hotel guestroom. A. Soap Shampoo Laundry service bag Shower cap Coffee and tea Pen & paper 4. Q. Please explain the procedure a room attendant needs to follow when entering a guestroom. A. 1. Do not knock on a door with a "Do Not Disturb" Sign. If there is no Do Not Disturb sign Knock once and say Housekeeping 3. Knock again and say Housekeeping 4. If there is no answer, open the door slightly and say Housekeeping a third time. 5. Q. What is triple sheeting and why is it used in the lodging industry? A. Triple sheeting is a bed making procedure that uses a fitted sheet and two flat sheets surrounding a blanket. This procedure will keep the blanket from touching the guest. This also is helpful to the hotel because they do not have to wash the blanket each day. 6. Q. What do the letters OSHA represent? A. Occupational Safety and Health Act. Guestroom Attendant/Inspector- Ohio FCCLA

7 Guestroom Attendant/Inspector 7. Q. What does the term concentrated mean to you when you see it printed on a label? A. It means that the cleaner must be diluted with water before using it. 8. Q. What are some of the precautions you should be aware of and follow when handling cleaning chemicals? (Give at least 3 from this list) A. 1. Read and follow all directions on the label. 2. Leave the cleaning product on a surface long enough to be effective, but not so long as to damage the surface. 3. Use only the amount as directed. 4. Scrub with the correct tool for the surface being cleaned. 5. Wear rubber gloves to protect your hands from the solution. 9. Q. What happens when ammonia and chlorine are mixed? A. When ammonia and chlorine are mixed they form a deadly gas. 10. Q. Part of the executive housekeeper s job is to set the performance standards for the department. Please explain a performance standard. A. A performance standard states the expected quality of the work. It describes a job that needs done, describes how the job is done, and to what degree. 11. Q. Productivity standards are set to help properly staff the housekeeping department and to stay in budget. Please explain a productivity standard. A. A productivity standard is the amount of work that and employee should be able to do in a given time. (i.e.: Clean a guestroom in 27 minutes.) 12. Q. What is the reason when you, as a room attendant, might not make the bed in a guest room, and what should you do as a follow up procedure? A. If there were a lot of the guests papers or other personal items on the bed, I would not move them to change the sheets. I would tell the supervisor so the guest could be contacted later for this service. 13. Q. Where in a guest room should a room attendant begin dusting? A. Dust the highest surface first so the dust does not fall on already cleaned items. 14. Q. Why should a room attendant avoid overstocking their cleaning cart? A. A room attendant should avoid overstocking their cleaning cart to prevent items from being soiled, damaged, or stolen. 15. Q. Why is it important for a room attendant to make a final check of the guest room after cleaning? A. A final check of the guestroom makes the difference between just cleaning the room and doing a professional job. It may help the employee see cleaning supplies that were left behind or something that was overlooked. 16. Q. What is the purpose of a room inspection? A. The purpose of a room inspection is to find any problems that were overlooked during cleaning before a guest checks into the room. Guestroom Attendant/Inspector- Ohio FCCLA

8 Guestroom Attendant/Inspector 17. Q. When should a check-out room be inspected? A. A check-out room should be inspected as soon as possible after a room attendant reports the room has been cleaned. This allows the room attendant to correct any problems or receive positive feedback. Once the room has passed inspection, it is ready to be sold by the front desk. 18. Q. Name at least four (4) things to do to prepare a room for nonsmokers? A. 1. Clean all bath linen, bed linen, and drapes. 2. Clean or replace pillows. 3. Clean or replace lampshades. 3. Clean or replace the air conditioning filters. 5. Shampoo the carpets and upholstered furniture. 6. Wash down the walls and the furniture 19. Q. Deep cleaning a guest room removes the dirt that can accumulate from everyday wear. Name at least four (4) tasks that may be included in your deep cleaning assignment. A. Wiping down walls and furniture Flipping mattresses Cleaning vents and fans Cleaning carpet edges Cleaning doors & windows Vacuuming under heavy furniture that needs moving Guestroom Attendant/Inspector- Ohio FCCLA

9 GUESTROOM ATTENDANT/INSPECTOR RUBRIC Name of Participant School Region Instructions: Check the indicators demonstrated by the student. Circle the score that best describes the level of the performance based on the printed indicators for each element. Write positive, constructive comments whenever points are lowered to help participants identify their strengths and areas for improvement. SELF INTRODUCTION: States name Maintains eye contact Maintains comfortable space between people States school Uses appropriate indoor voice Demonstrates good posture States project Does not attempt self-introduction. Attempts introduction and/or exhibits 5 or fewer indicators. Speaks clearly Introduction lacks confidence and/or exhibits 6-7 indicators. Confident, clear self-introduction exhibiting 8-9 indicators. Offers hand and gives firm handshake SCORE 0 SCORE 1 SCORE 2 3 SCORE 4 5 PROFESSIONAL APPEARANCE/ATTIRE/GROOMING: Spotless, pressed uniform according to industry standards. Uniform appropriately sized to body. Uniform pants hemmed to an appropriate length. Shoes are clean and safe. Appearance, attire, and grooming needs improvement and/or exhibits 4 or fewer indicators. Appearance, attire, and grooming lacks a professional image and/or exhibits 5-9 indicators. No jewelry. Light makeup or no makeup, if appropriate. Hair is controlled, clean, and away from face. Professional appearance, attire, and grooming exhibiting all 10 indicators. Clean nails, short nail length, and no nail polish. Body is free of odors. Breath is free of noticeable odors. SCORE SCORE SCORE 10 SAFETY AND SANITATION: Blanket and comforter/bedspread removed without touching the floor. Removes linen by placing corners of sheets toward center of bed. Avoids contact with body uniform when disposing of soiled linens. (Upon removal of linen) Immediately places soiled linens in designated container. If hands become contaminated during event (touching hair, face, body, etc.) resanitize with dry hand sanitizer. Disregard of safety and Safety and sanitary concerns need to Safety and sanitary practices sanitary practices create be addressed and/or exhibits 7 or need to be strengthened unsafe and unsanitary fewer indicators. and/or exhibits 8-9 situations. indicators. Stores chemicals separately from cleaning rags in carrying container. Sprays chemicals away from face and on designated surfaces only. Keeps clean linen from being contaminated. Carries supplies into room and places on surface within reach, but not on floor. Bends at knees when appropriate during bed making. Maintains safe and sanitary conditions during the event exhibiting all 10 indicators. SCORE 0 SCORE SCORE 8 9 SCORE 10 Guestroom Attendant/Inspector Rubric-Ohio FCCLA Page 1 PAGE TOTAL

10 GUESTROOM ATTENDANT/INSPECTOR RUBRIC Name of Participant School COMPLETED BED*: Fitted sheet is placed over mattress correctly on the first attempt and is smooth and wrinkle free. First flat sheet is placed even with top of mattress and is smooth and wrinkle-free. Blanket is placed evenly over the 1 st sheet, approximately 18 from top of mattress, and is smooth and wrinkle-free. Second flat sheet is placed even with top of blanket and is smooth and wrinkle-free. Top of first flat sheet is folded down evenly over blanket and second flat sheet with smooth side up. First sheet, blanket and second sheet are tightly mitered at foot at 90 degree angles. First sheet, blanket and second sheet are tightly tucked under mattress on all three sides. Comforter presents a smooth appearance with an equal amount of side hangover Comforter is folded back from top of bed to avoid touching turned down sheet. Pillows are set up on edge against headboard. Pillowcases are wrinkle-free with seam facing outsides of bed. Open edges of pillowcases are tucked inside pillowcases. Open edges of pillowcases are touching and facing the inside of bed. Standing pillows present an attractive symmetrical appearance and do not touch the folded down sheet or comforter. Bed skirt hangs freely from bed and avoids being caught up under the mattress as a result of tucking blanket and sheets. Bed making not attempted. Bed making lacks necessary steps and/or exhibits 1-7 indicators. Completed bed but lacks professional neatness and/or exhibits 8-10 indicators. SCORE 0 SCORE SCORE TELEPHONE: Sprays cloth with appropriate cleaning solution for telephone. Cleans handset with attention to receiver and mouthpiece. Holds down the hook switch button while cleaning the dialing buttons. Fails to clean telephone. Telephone cleaning lacks attention to details and/or exhibits 2 or fewer indicators. SCORE 1 2 Completed telephone lacks cleanliness and/or exhibits 3-4 indicators. SCORE 3 4 SCORE 0 NIGHTSTAND***: (VINYL/FORMICA SURFACE) Selects appropriate cleaning supplies for nightstand with a vinyl/formica surface. Sprays cleaning cloth with sanitizer. Cleans surface of nightstand. Cleans sides and front of nightstand. Fails to clean nightstand. Nightstand cleaning lacks attention to details and/or exhibits 4 or fewer indicators. Completed nightstand lacks cleanliness and/or exhibits 5-6 indicators. Professional, neat, completed bed maintains freshly made appearance exhibiting indicators. SCORE Listens for dial tone and notifies judges if dial tone is absent.. Telephone is returned to original position with cord on correct side. Telephone is clean and shows no dust, streaks, or dirt. Clean, completed, professional-looking telephone exhibiting 5-6 indicators. SCORE 5 Cleans drawer and handle. Cleans shelf if present. Nightstand shows no crumbs, streaks or dust. Clean, completed, professional-looking nightstand exhibiting all 7 indicators. SCORE 0 SCORE SCORE 5 6 SCORE Name of Participant School Guestroom Attendant/Inspector Rubric-Ohio FCCLA Page 2 PAGE TOTAL

11 GUESTROOM ATTENDANT/INSPECTOR RUBRIC VACUUMING: Unwinds and lays out cord loop by loop to avoid tangling. Vacuum is adjusted according to carpet height. Cord is plugged in near doorway to guestroom. Begins by vacuuming in far area of room and moving toward the doorway. Uses a back and forth rocking method during vacuuming. Cord is handled safely during vacuuming (such as: refrains from vacuuming over cord and from pulling vacuum by cord). Cord is removed from socket using the plug. Cord is wrapped neatly on vacuum. Vacuum stored out of the walking area, against a wall, and clear of the entry door. Carpet has no visible dirt or crumbs remaining. Fails in vacuum. Vacuuming lacks efficiency and thoroughness and/or exhibits 5 or fewer indicators. SCORE 0 SCORE EXIT EVALUATION: Visually inspects all assigned work. Makes minor corrections of work as required. Completes tasks without exit evaluation or visual inspection and/or exhibits 2 or fewer indicators. SCORE SCORE 3 4 RESPONSE TO EVALUATORS QUESTIONS: Fails to answer questions. Partial or incomplete answers are given for all questions and/or answers are unclear or inaudible. SCORE 0 SCORE ROOM INSPECTION SHEET**: Fails to submit room inspection sheet. Completed vacuuming but lacks professional appearance and/or exhibits 6-8 indicators. SCORE Exits room and fails to make final adjustments and/or exhibits 3-4 indicators. Number of room inspection items marked correctly. Answers 4 questions correctly in a clear, audible voice or answers questions but demonstrates limited knowledge. SCORE Number of room inspection items marked correctly. Efficient, thorough vacuuming exhibiting 9-10 indicators. SCORE 9 10 Neatly packs all supplies into carrying device. With minimum amount of moves/actions, removes all supplies from room. Removes equipment without hitting walls or doors. Thoroughly and efficiently completes the exit evaluation and makes necessary adjustments exhibiting all 5 indicators. SCORE 5 Complete, accurate answers are given for all 5 questions in a clear, audible voice. SCORE 9 10 Number of room inspection items marked correctly. SCORE 0 SCORE SCORE SCORE For tiebreaker use total score for category: *1 st Tiebreaker, ** 2 nd Tiebreaker, *** 3 rd Tiebreaker. Regional/State Rating 3 STAR Rating pts. 2 STAR Rating pts. 1 STAR Rating 1-69 pts. PAGE 1 TOTAL Total (Evaluators please initial after rating event) PAGE 2 TOTAL Verification of total score (please initial) PAGE 3 TOTAL Room Consultant (Event Chairperson) Lead Consultant (Tally Room) EVENT TOTAL Final Verification Guestroom Attendant/Inspector Rubric-Ohio FCCLA Page 3 PAGE TOTAL