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Make beds
Strip and re-make bed with fresh bed linen
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at nominated intervals for staying guests.
Standard procedures for this process will apply in every establishment as this is one of the most common tasks that room attendants are required to perform.
Bed making tasks give rise to many injuries to staff and some properties use two room attendants to service each room so that, amongst other things, bed-making tasks can be completed with less chance of injury.
When should the bed be stripped?
House policy will dictate what applies and there is usually a connection between the service provided and the room rate being charged.
Options include:
Daily – in high-priced rooms, prestige establishments:
full change Every second or third day – full change Change when the condition of the linen requires it – such as situations where linen is dirty or damaged.
Some properties will replace nothing if the guest is a short stay – which may be defined as three nights or less. In this case, a guest who is known to be checking out after three days may not have their bed linen changed even though standard practice is to change bed linen every two days.
Some properties use fitted bottom sheets but where they are not used, you may be required every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed. These can be individual to the property depending on whether one or two staff are being used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. – inspect and air, or replace as required. All bedspreads etc are washed or dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace as required. All blankets are washed or dry-cleaned periodically
3. Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to determine if they require attention or replacement
4. Remove sheets - place into soiled linen bag
5. Check mattress protector – spot clean as necessary or replace if required due to staining or damage
6. Inspect electric blanket – safety check and for signs of staining. Replace as per house protocols.
Items that have been stripped from the bed should not be placed on the floor. Check what applies in your establishment but options include placing them on chairs, tables, couches in the room.
Not only does it look bad for guests to see these items on the floor if they enter the room while you are cleaning it, or they walk past the door on the and look in) but it is also unhygienic.
Damaged or soiled bed items
When damaged items are found they must be replaced, with the damaged item either forwarded to the appropriate department for repair or by notifying the appropriate person so that they can pick it up.
If damage appears intentional contact your supervisor so that a decision can be made about charging the guest for the damage.
Where what appears to be deliberate soiling of items has occurred, the same procedure applies. A similar arrangement may also apply where „excess‟ mess is left by guests.
There are many approaches taken by different establishments to the removal of stains in guest rooms.
Some properties will require you to remove the stained item replace it and forward it to the Laundry or some other nominated department for their attention
Some venues will ask you to identify what the stain is and follow their established guidelines for stain removal.
Other establishments will ask you to involve the Head Housekeeper and obtain their advice about what to do.
Types of stains
Common stains found on carpets, mattresses, bed linen and chairs and couches made with fabric are:
Urine and feces
Blood
Beverage – tea, soft drinks, alcohol of all types
Shoe polish
Food Mud, dirt, grease and oil.
What action may be taken?
The first step is to develop the ability to identify the stain. Trial and error coupled with some coaching from experienced staff are the keys to this.
You cannot expect to effectively treat a stain unless you have correctly identified what has caused the stain.
In most cases a stain will require bed linen to be exchanged for fresh items. There are virtually no occasions when spot-cleaning of these items is appropriate for room attendants.
Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the trolley is selected and applied according to manufacturer‟s instructions, which can commonly be via a spray bottle applicator, or rubbed directly onto the stain.
The stained area is then rubbed/brushed to remove the stain, rinsed and then dried.
Most establishments will have a chart to guide in the removal of stains. These charts are specific to the chemicals provided by the chemical supplier being used at the property, and will identify which cleaner is to be used for which stain on which fabric or surface, together with how to apply the cleaner, and other relevant tips and information.
Remember that the „correct‟ action to take when dealing with stains will depend on interaction of:
The type of material where the stain has occurred
The cause of the stain
The chemicals available to remove the stain.
This essentially means that providing generic advice on stain removal is not only impossible, but potentially misleading as it can prove dangerous, damaging and expensive.
You need to know to the best extent possible:
What the material or surface is that has been stained
What the stain is
What chemical options you have for treatment.
Remaking bed with fresh linen
As with stripping of beds, individual properties have their own standards, procedures and requirements for making beds.
Making beds is a common activity that needs to be practiced and undertaken with great care as many injuries have resulted from moving the bed in order to make it.
The importance of bed making
Making the bed „properly‟ is an extremely important part of servicing any room because the bed is often the focal point of the room and one of the first things in the room that the guest looks at.
The final appearance of the made bed must therefore make the right impression – neat, tidy, balanced, crisp, clean, attractive and inviting.
Special points in relation to final presentation of the bed can include:
The use of an overlay placed across the end of the bed to enhance eye appeal
Number of pillows provided – standard procedure may be to place only one pillow per person on the bed with additional pillows available in the wardrobe of the room for guests to help themselves to: in a stay room, if the guest has used two pillows per person then the bed should be re-made following their preference
Use of decorator pillows – to enhance presentation
Placement of the pillows – the property may lie the pillows down, stand them up or arrange them in some unique way
Number of blankets used – most properties use one blanket on a bed with extra blankets available in the wardrobe or on request
Placement of a complimentary item on the bed – this may be done as part of the turn-down procedures but may also be a standing requirement when servicing the room.
Bed making styles
Your workplace may have its own bed making style but there are three styles of bed making commonly used in the hospitality industry:
Standard style
This uses:
Mattress protector
Bottom sheet
Top sheet
Blanket
Bedspread
Pillows
Pillowcases.
American style
This features:
Mattress protector
Bottom sheet
Top sheet
Bedspread
Pillows
Pillowcases.
Norwegian style
This uses:
Mattress protector
Bottom sheet
Quilt
Quilt protector
Quilt cover
Pillows
Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket security straps must be checked to ensure the blanket is straight and in place.
Video # 1: Bed Making (Duvet)
Video # 2: Traditional Bed Make UP
Bed making steps (STANDARD)
Use the following steps as a guideline for making a standard style bed where no house requirements apply:
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Miter bottom sheet – all four corners by:
Tucking cover along foot and head of mattress
Lifting corner flap – about 30cm from corner
Tucking in remaining portion of cover
Dropping flap and tucking in
5. Smooth out creases
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
9. Smooth out creases
10. Tuck in top sheet and blanket on sides
11. Miter all corners, top sheet and blanket together
12. Smooth out creases
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couch while you are making the bed – it must never be left on the floor
When you have finished making the bed, step back and inspect it to make sure it is right:, then adjust as required
The way you make your bed at home is probably not going to be what is required at work
The way you made beds at your last employer is probably not going to be the same as what is required with your current employer.
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