The Workflow in Service Delivery on the Example of Guestroom Cleaning

Guestroom cleaning is a duty designated for the housekeeping department of a hotel. The department is involved in preparing the guest rooms daily and time to ensure that there is no inconvenience when guests arrive for a booking. The department is also involved in maintaining everything within the hotel premise (Tesone, 2010; Field, 2009). The tasks performed by this department are crucial as they set an immediate and attractive scene for customers. This paper examines the steps involved in the room cleaning process, policies and related technologies.

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Guestroom Cleaning Workflow

Figure 1 below shows a flow chart displaying steps involved in cleaning guest rooms. The chart specifically focuses on a hotel room.

Guest rooms in a hotel should always be kept clean, remain as comfortable as possible and dusted always. Trash, stains, and spots have to be removed as well as ensuring that there is a complete guest amenity provided (Tesone, 2010). The flow chart above displays nine main steps that are followed when cleaning the guest room as sequentially listed below:

Enter the Guest Room

This is the first step done by the cleaner or the caretaker of the hotel guestroom service provider. The step involves first knocking and announcing to the occupants about housekeeping process to alert them about the event. The cleaner can proceed to another room if the room is occupied, otherwise can go to the next step (Field, 2009). Once in the room, it is important to pull the cart so that no intruders come in to interfere with the cleaning process. It is necessary to record the time for starting the cleaning.

Prepare Room for Cleaning

Preparing the room for cleaning involves checking across the room and turning all the lights on. Wear cloves so that it is comfortable when collecting trash and place them into the wastebaskets. The trash from the guestroom is then dumped into the maiden trash. Strip bed linen but avoid placing the bedding on the floor. Proceed to strip the bathroom towels and spread them using disinfectant.

Clean Room Area

Clean the area by ensuring the floor, sits and tables if present is well organized and clean as appropriate. Tables and chairs, including any other furniture, should be kept clean. The floor should be cleaned using water and dried using a rag.

Dust the Room

Dusting begins from room corners using feather dusters and a dusting rag. Walk around clockwise and from top to bottom. Ensure that the room is wiped to remove anything that is on the way. Clean all mirrors and windows should be cleaned using blue cleaners.

Make the bed

Straighten the bed sheets and the pillowcase. Leave them organized and sprayed.

Clean the bathroom

Proceed to the bathroom and start by cleaning the walls of the shower. This should begin from one corner and work throughout the whole shower (Becker, Huselid & Ulrich, 2001). Soft cloth materials and chrome cleaners should be used. Clean the taps, rinse residues from the walls by scrubbing them, then dry them appropriately using a dry rag. All the chrome pieces that remain the bathroom should be cleaned off.

Replenish Supplies and Guest Room Amenities

All supplies like toothpaste, soap and tissue papers should be replenished.

Vacuum Guest Room Area

The process begins from the farthest point of the room and works all the way towards the entrance using a broom. Start again from the farthest point in the room vacuuming everywhere except on the cord. The vacuum in the back of the doors.

Exit Guest Room

Once cleaning is completed, leave the guestroom for to prepare it for inspection. Inspection is done through the entire guestroom, and if there is any correction needed, it is important to return and ensure it is amended. Leave all the lights and electronics turned on. Drawers should be left open and lock the balcony windows and doors.

Metrics Used in Measuring the Guestroom Cleaning

The measuring metrics utilized to ascertain the performance of the guestroom cleaning is based on the experience of the supervisor (Becker, Huselid & Ulrich, 2001). The hotel selects an experienced personnel. The individual investigates the area after cleaning and, based on past experiences, it is possible to conclude if the cleaning process meets the desired standards of the hotel (Tesone, 2010). Further, by understanding that cleaning serves to satisfy the customers, a rating scales is always placed in the room where customers can rate the tidiness of the room of 15 scale. The data is then collected and analyzed to help make appropriate changes if necessary, in the future.

Although the method is effective, there are some areas that require improvement. Customer opinions are always the best (Tesone, 2010). However, by simply using the scale alone may not adequately be reliable. The hotel requires adding space where customers can present their opinions about the services offered.

Summary

As presented in the discussion, understanding once the workflow is the most imperative aspect towards achieving efficiency in any service delivery. It helps the individual to work without getting confused and sometimes leaving duties unfinished. Considering the case if for business, lack of proper understanding of working procedures may be detrimental to the performance business.

References

Becker, B., Huselid, M. & Ulrich, D. (2001). The HR scorecard: linking people, strategy, and performance. Boston, MA: Harvard Business School Press.

Field, S. (2009). Career opportunities in casinos and casino hotels. New York: Ferguson.

Tesone, D. (2010). Principles of management for the hospitality industry. Amsterdam London: Elsevier/Butterworth-Heinemann.