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Guest Bathroom Cleaning Procedure in Hotel Housekeeping |SOP

When cleaning a guest bathroom, it is important to follow a sequence of cleaning to ensure that no areas or surfaces are forgotten. Warmth and moisture in bathroom areas encourage the spread of bacteria, and could also cause mould or mildew and unpleasant smells. All surfaces must be thoroughly cleaned to ensure that bathroom and toilet areas are hygienic and free from harmful bacteria and chemicals.

Following the correct procedures will also ensure that cleaning is carried out in a logical manner, to avoid waste of time and waste of chemicals. Guest bathroom cleaning training is usually conducted at the job to help you perform your job effectively. Mr. Samkeliso Nkwanyane, our hospitality coach, speaker and consultant breaks it down for below. 

Here are the steps you need to follow when cleaning guest bathrooms:

Prepare the Bathroom for Cleaning

Following are typical procedures for starting to clean a bathroom in a guest bedroom area:

 

Check the room

• Check the general condition of the bathroom. Should you notice marks or stains that need deep cleaning, apply the relevant cleaning agents to the appropriate surfaces and then continue with other cleaning until you are ready to clean the bathroom area.

 

Glassware and crockery

• Take dirty glasses, cups, ashtrays etc to the bathroom and place in the basin to soak.

 

Wrappings

• Use additional wrapping such as newspaper or bags to pick up and wrap items such as sanitary pads, nappies, glass, razors, blades, syringes and other potentially harmful items.

 

Bins

• Empty bins by turning upside down into your dirt bag on your trolley. Use the closed end of the bin if you need to push rubbish down into the bag. Never use your hands.

 

• Place bins in the bathroom for cleaning.

 

Guest property 

• Check for guest belongings or lost property. 
• Report lost property for a departure room according to procedures.
• Guest items and belongings must be handled carefully and placed aside to allow for cleaning of bathroom and surfaces

 

Dirty linen

• Remove all dirty linen and place in your linen bag, according to procedures
• Take cleaning supplies into the bathroom to start cleaning.

 

• Fill your bucket with clean water for rinsing of cloths and sponges.
• Flush the toilet to ensure that it is operating properly and to remove any residues in the bowl.

 

Toilet

• Place the toilet brush in the toilet and spray the toilet cleaner onto the brush, the sides of the bowl, and under the rim.  Leave for a minimum of 5 minutes while proceeding with other tasks. This will allow time for the chemical to work on stains and to sterilise and clean the toilet bowl.

The bathroom is now ready for cleaning. 

Cleaning a Guest Bathroom

Following are typical procedures for cleaning a guest bathroom and toilet area. These may differ according to the type of bathroom and the fixtures and fittings, and the procedures of the establishment.

 

Cleaning high areas

• Remove all dust and dirt from air vents, extractor fans or light fittings using a duster, dry cloth, small broom or dry brush.
• Make sure that no streaks are left on the walls or ceiling around the fixtures.

 

Vents and extractor fans

• Use a feather duster or dry cleaning cloth on a broom to remove hair, dust, lint and cobwebs from the ceiling – especially the corners.

 

Ceilings/ ledges

• Where necessary, spray neutral detergent onto a damp, clean cloth to remove dirt or dust that cannot be dislodged by dusting.
• If you need specific equipment (step ladder, long feather duster, long broom to do this task correctly), refer to your supervisor, housekeeper or houseman for assistance.
• Remember to clean other high horizontal areas, such as the top ledge of the shower, the tops of doors etc.
• Do not stand on the edge of the bath or toilet to clean, and do not use chairs from the guest bedroom area.
• Follow safe working practices when cleaning high surfaces: do not clean extractor fans that do not have covers, and do not clean loose light fittings. Never work with a damp cloth on electrical fittings unless they are well covered, and wires or cords are not exposed.
• Report any stains, damage or problems to your supervisor.
• Clean around the room, from the door, back to the door.

 

Cleaning the shower area

• Place guest clothing and toiletries out of the way until you have finished cleaning (place clothing on the bathroom chair or on the closed lid of the toilet, and toiletries should be carefully moved to the sink/vanity area).
• Wear protective gloves
• Remove hair from the drain with a tissue.
• Check that the shower head is operating correctly: no blockages and enough water pressure.
• Clean and descale shower head.
• Spray your neutral detergent directly onto the tiles and walls of the shower. Pay special attention to grout, taps, shower head, corners, shower rails, soap dish etc.
• Scrub stubborn stains and grouting with a sponge or brush.
• Wipe with the correct (colour-coded) damp cloth or sponge, cleaning a small area at a time.
• Clean shower doors and panels (inside and out) with a sponge/cloth and neutral detergent. Pay special attention to the shower frame and corners.
• Clean the shower tracks with a brush and neutral detergent.
• Rinse all surfaces, as required, and wipe with a dry cloth.
• Check that there are no water stains or marks or soap residues.
• Spray the shower floor with neutral detergent, and wipe and dry as for tiles.
• Replace guest belongings/toiletries neatly
• Follow establishment procedures for leaving the shower door open or closed.
• Report any calcium deposits or stubborn stains to your housekeeper or supervisor.

 

Cleaning the bath area

Proceed as follows:

• Place guest belongings and toiletries left on the bath on the sink/vanity area to avoid breakage or loss.
• Wear protective gloves
• Remove hair from the drain and overflow with a tissue.
• Spray neutral detergent onto the tiles, taps, grout, soap dishes, fixtures, rails etc.
• Wipe all surfaces with the correct, damp (colour-coded) cloth or sponge, paying special attention to plugs and plug holes, overflow, taps and soap dish and underneath the soap dish.
• Scrub stubborn stains and grouting with a sponge or brush.
• If the bath/shower are combined, check and clean the shower attachment, and replace correctly.
• Spread out shower curtains and wipe down from top to bottom using a damp cloths and neutral detergent. This is easier if you place one hand on the inside of the curtain and the other hand on the outside of the curtain so that they are touching through the curtain. Move hands down the curtain to wipe both sides at once.
• Spray the inside of the bath with neutral detergent and wipe or sponge to remove dirt and residues.
• Check that the bath is draining freely.
• Rinse and dry the inside of the bath.
• Clean the outside of the bath in the same manner.
• Check that there are no water spots, stains or marks on any of the surfaces.
• Check again that the plug and plug hole and vents are free from hair, lint, dust or other residues.
• Polish metal fixtures with a dry cloth, ensuring that taps, shower heads, rails, plugs and plug holes shine and are free from water marks.
• Replace guest toiletries as you found them.
• Arrange the shower curtain according to your procedures. (Curtains should not be pulled to one side if they are damp – this will cause mould and mildew, and unpleasant smells.)
• Report any stains, damage or problems to your supervisor.
• Clean around the room, from the door, back to the door.
• Do not balance on the edge of the bath to clean the far side of the bath, since you may slip and injure yourself.
• Follow safe working practices when cleaning baths – kneel down rather than bending your back to prevent back strain or injury.  Never step into the bath as wet surfaces might also cause falls and serious injury.
• Report any stains, damage or problems to your supervisor.

 

Cleaning toilet appliances

• Remove guest items on the toilet cistern and place on the sink/vanity surface.
• Wear protective gloves
• Raise the lid and seat of the toilet.
• Use the toilet brush to scrub the inside of the toilet bowl, taking care to scrub all around the rim and the ‘S’ bend because dirt and residues can easily be trapped in these areas. (You have already sprayed your toilet cleaner into the bowl to soak stains and dirt)
• Flush the toilet and ensure the brush is rinsed in the flow of clean water.
• Check that the toilet is flushing correctly and check the inside of the bowl for stains or marks.
• Spray toilet cleaning solution on the outside of the toilet, taking care to spray the lid, the seat and the under side of the seat, the cistern and the sides and back of the toilet appliance.
• Wipe these surfaces with the specific (colour coded) cloth used for cleaning toilets.  
• Use the same cloth to wipe the holder for the toilet brush and replace the clean, rinsed toilet brush in the holder.
• Spray and wipe the tiles/walls around the toilet area with neutral detergent and a separate damp cloth.
• Ensure surfaces are dry and free from marks, stains and residue.
• Close the lid of the toilet when cleaned.
• Use a dry cloth to polish handles and pipes.
• Cloths, sponges and brushes used to clean the toilet appliances must not be used to clean any other surfaces and appliances.
• Follow safe working practices when cleaning toilet appliances: bend your knees and not your back when leaning down to clean.
• You may be required, on a regular basis, to use an acid-based cleaner or disinfectant to clean toilet appliances. Take care to follow instructions for using these chemicals. They may not be used on stainless steel or other surfaces.
• You may be required, on occasions, to clean the inside of the cistern according to your company procedures.

 

Cleaning basin and vanity areas

• Move guest toiletries and belongings, as necessary, to a space at the end of the vanity. Handle guest items with care to avoid breakage or damage.
• Wear clean, rinsed protective gloves
• Use a tissue to remove hair or other materials from the plug/stopper, plug hole and overflow.
• Spray neutral detergent onto the surfaces around the vanity area,
• Wipe surfaces with a clean, damp cloth, taking care to wipe all rails, racks, low light fittings and other fixtures.
• Wipe out the sink with a damp cloth and fill with clean water to wash glasses, ashtrays and other crockery items, according to your procedures. Rinse items in clean water and dry with a clean dry cloth. Place items not for use in the bathroom in the guest bedroom area, according to your procedures.
• Wipe out the inside and outside of the waste bin and rinse in the basin. Dry with a clean dry cloth.
• Remove the plug/stopper and empty the basin. Spray your neutral detergent into the basin, plug, overflow and the vanity surface.
• Use glass cleaner and a dry cloth to clean mirrors, and check that they are dry and free from marks and streaks.
• Wipe basin and vanity surfaces with a damp cloth.
• Check that the overflow, plug/stopper and plug hole are clean and free from hair and other materials.
• Dry all surfaces
• Use a dry cloth to polish fittings such as taps to ensure that they shine and are free from water marks.
• Replace plugs/stoppers according to procedures.
• Remember to clean surfaces and areas under the vanity, including pipes and shelves.
• Pay special attention to grouting and corners. Use a brush or sponge as necessary.
• Replace guest toiletries neatly, and clean the surface area where you moved them.
• Note any damaged items or problems to report to your supervisor.

 

Cleaning the bathroom floor

• Only clean the bathroom floor when all other tasks have been completed in the bathroom.
• Start cleaning at the farthest corner and work toward the door.
• Using the bucket of water and your neutral detergent, wipe or scrub the floor area, a section at a time. Pay special attention to areas behind doors, skirting, corners, and areas under or behind appliances.
• Dry the floor with a clean dry cloth.
• Follow safe working practices when cleaning floors.
• Kneeling on a condemned towel while you wash the floor will protect your knees and prevent you from slipping.
• Remove all cleaning equipment and materials and place on your trolley/caddy.
• Avoid going back into the bathroom until the floor is completely dry.

 

Replenish and Arrange Guest Supplies and Accessories

Guests expect a range of clean, attractive and neatly presented supplies and accessories. If these are not supplied, the guests will feel that service or standards are not satisfactory, and may complain or simply take their business elsewhere. Correctly replenished and well- presented supplies and accessories add to the image of the hotel.

 

The following are typical procedures for replenishing guest supplies and accessories. The types of supplies, and the method of presentation will differ according to the type of establishment.  Higher-priced hotels or establishments generally offer a larger range of supplies and accessories, or more expensive bathroom items.

 

Linen (Towels)

• Place all clean linen in the bathroom area according to procedures, and according to occupancy, so that the correct number of items is supplied for the correct number of guests, specific to the type of room.
• Remember to check that all linens are clean and undamaged
• Fold and hang towels on towel rails according to specific procedures
• Place extra folded towels according to standards
• If logo items are used, ensure that logos are displayed correctly
• Place bath mats correctly according to procedures
• Where applicable, place face cloths according to your standards
• Where applicable, hang clean dressing gowns for guest use
• Where applicable, switch on the towel rail, and ensure that it is warm

 

Soaps

• Place clean and unused soaps according to the standards of the establishment
• Check that packaging is undamaged and unopened
• Place the correct size and number of soaps according to procedures
• Make sure that you have supplied enough soaps for the type of room and the occupants

 

Toilet paper

Each establishment will have its own standards regarding replenishing of toilet rolls.

• Check toilet roll to ensure that it is more than half full (some establishments replace all toilet rolls with new ones)
• Ensure that there is a toilet roll on each holder, and sufficient extra unused rolls according to room type and occupancy
• Check that the toilet roll is the correct type (usually 2-ply)
• Fold or present the edge of the toilet roll according to your procedures (stickers where applicable)

 

Tissues

Tissues and tissue holders must be replenished according to specific procedures of the hotel/ lodge:

• Check tissue holders/boxes
• Remove empty boxes
• Replace new boxes or refill holders according to procedures
• Fold the edges of the first tissue according to requirements

 

Shampoo/ conditioner, foam bath, shower gels, body lotions etc.

• Remove all used bottles and containers
• Check that new stock is unopened and undamaged, and that bottles are not leaking or dirty
• Replace the correct number of bottles and supplies according to your procedures
• Labels should always face towards the guest

 

Shower caps

• Check that packaging is undamaged
• Check that caps are clean and unused
• Place according to your hotel requirements

 

Sanitary bags

• Check that these are clean and undamaged
• Place according to the standards of your establishment

 

Additional items

• You may need to replenish additional complimentary items according to the standards of your establishment.
• Check that packaging is correct, clean, unopened and undamaged
• Check amount of cotton wool/cotton buds and replenish according to procedures
• Replace sewing kit according to procedures
• Check that flowers are fresh, and that there is sufficient water in the vase
• If glasses are placed in the bathroom, ensure that these are clean and dry, and in plastic covers, if applicable
• Where applicable, replace clean ashtrays
• Replace clean toilet seat seals, if applicable
• Check and replace bathroom signage, if applicable
• Labels should always face up or towards a guest standing in front of the vanity area.

 

Final check

• Once all items have been placed, do a final check of the bathroom/toilet area to make sure that everything is correct, and that you have not forgotten anything
• Place all empty or used soaps, containers, toiler rolls, tissue boxes etc. on your trolley to return to the housekeeping office for control purposes.

 

Dealing with Guests

As a member of the housekeeping department you will be required to come into contact with guests. It is important that you follow your hotel’s procedures for meeting, greeting and acknowledging guests and responding to their requests.

 

Guests staying in your establishment expect the following:

• courteous and efficient service from all staff members
• respect for the privacy of the guest
• not to be inconvenienced or embarrassed
• respect for guest property

 

Failure to meet the guest expectations will result in unhappy guests, and may affect return business or the reputation of the hotel.

 

Here are some guidelines when dealing with guests:

• Always smile and greet the guest – say “Good morning / afternoon / evening, Sir / Madam”.
• If a guest talks to you – listen carefully to what he says, look him in the eye, smile and answer him.
• Stop doing whatever you are doing while the guest is speaking to you.
• If you do not understand what the guest is saying, say “Pardon”, or politely ask the guest to repeat what has been said.
• If the guest asks you to do something for him/her, say “Certainly, Sir/Madam” and do it straight away.
• If the guest asks you for something you can’t help him with, refer him/her to someone who can – tell the guest that you will report the matter to the supervisor immediately, and make sure that the request has been followed up.
• Always try your best to keep the guest happy and comfortable.
• You should always be polite and courteous to customers.
• Before entering a guestroom, always knock and announce yourself by saying, ‘Good morning/afternoon, housekeeping’.
• Listen carefully for a reply from the guest.
• You should knock at least 3 times. 
• If there is no answer, knock again and then open the door, calling out ‘housekeeping’ before entering the room.
• If you enter the room and the guest is in the room, give the guest the option of having the room made up at a later time. 
• If the guest agrees, ask what time will be convenient.
• If the guest returns to the room while you are cleaning, apologise for the inconvenience, and ask if you should come back at a later stage to complete your tasks
• You should never knock if there is a ‘Do Not Disturb’ sign on the door.
• If the sign is still on the door at the end of your shift, report it to your supervisor.
• Never disturb airline crews. The work schedule may tell you which airline crews occupy rooms or your supervisor will inform you.

 

Waste Disposal

The following are sound reasons why waste should be disposed of correctly:

• Prevent the spread of infection
• Prevent the risk of contamination
• Eliminate breeding grounds for bacteria
• Prevention of food poisoning
• Flies, pests and rodents will not be attracted
• There will be no foul odours
• Tidy appearance
• Standards of hygiene will be maintained
• Neat, tidy and hygienic working environment for staff 
• Image and reputation of the establishment
• Guest satisfaction
• Reduce the risk of fire
• Prevent injuries or accidents
• Compliance with the law and with environmental requirements
• Increased safety for staff and guests

 

Below are procedures to follow in the handling and sorting of different types of waste materials:

 

Soiled Nappies/ Sanitary Dressings

• Seal in plastic bags before putting them in waste bins.
• Wear gloves when handling these items or put an undamaged plastic bag over your hand.
• In some cases, special scented plastic bags are available for this purpose, which will prevent unpleasant odours.
• Sealing these items in plastic bags help prevent any liquid from spilling
• Sealing them in plastic bags also lessens the possibility of cross-contamination of germs
• These items must then be disposed of in the rubbish bag or bin
• In many establishments, she-bins are provided for disposal of these items. These should be emptied according to procedures.

 

Glass

• Broken glass must first be wrapped in paper/newspaper before discarding it, to prevent cuts or injuries to staff handling the waste.
• Plastic bags are not suitable disposal items for broken glass as they will be torn by the sharp edges
• Glass items are usually disposed of separately in a bin specially provided for recycling purposes

 

Needles and razors

A BIG health hazard as they contain human blood/bodily fluid that can be infected by diseases and germs

• These items must be wrapped in paper or newspaper and then sealed in plastic bags
• Do not touch or pick up the with your bare hands, always wear gloves
• The wrapped and sealed item should then be placed in the rubbish bags and then waste bins for collection by the external collection company

 

Paper

• Dispose of paper items in your rubbish bag according to procedures
• In some establishments, newspapers and magazines are placed neatly on a shelf of the trolley, and disposed of in the paper waste container
• Paper items such as newspapers and scrap paper can be separated from all other waste materials and placed in the designated containers provided for paper collection and recycling
• Keep paper waste away from hot ash, cigarettes or matches

 

Cigarettes, matches and ash

• Make sure all cigarettes and matches are completely dead before disposal as it can be a fire hazard
• Ash must be allowed to cool down completely before disposal
• Do not put hot ash into rubber/plastic rubbish bins
• It is advisable to place cigarette waste in a separate tin or fire-resistant container on the trolley, for correct disposal
• Ash must always be covered as it is very light and can be blown away with the slightest breeze
• This fireproof container or tin can then be emptied into the correct waste bins for later collection by the external collection company

 

Food waste

• Food waste may contain bacteria that could make people sick, it is therefore usually disposed of separately
• Food waste can attract flies and other pests which spread germs and diseases, and should be disposed of promptly
• Leftover food should be removed and placed in rubbish bags on the trolley, or according to your procedures
• Food leftovers must never be taken to store rooms or left open on trolleys or carts

Pressurised containers

• These items must be kept away from heat or flames as the gas in them expand when exposed to heat and cause them to explode
• The rubbish bags or waste bins into which they are disposed must thus be kept in a cool place
• If your unit uses incineration as a means of waste disposal, these containers must be separated from the waste that is going to be burnt
• Pressurised containers, e.g. deodorant cans, must never be punctured or pricked with a sharp item, they must thus also be kept away from glass, needles and/or razors
• Wear your protective gear e.g. gloves, mask or goggles when handling items containing strong chemicals

 

Chemicals

• Chemicals, such as disinfectants, oven cleaners, degreasers, etc., must be sealed off securely to prevent any spills
• Chemicals may be poured into outside drains depending on the composition
• Read the instructions very carefully and do exactly as they say
• Wear your protective gear when handling chemical waste, e.g. goggles, gloves, plastic apron, safety shoes, etc.
• Work away from direct heat or flames with chemicals
• Chemicals can be disposed of in a separate marked container for collection by company who specifically deals with the removal of chemical waste
• Ensure that all collected chemical waste is placed into containers that will prevent the likelihood of exposure during handling

 

Clean and Store Cleaning Equipment and Materials

Below are general guidelines for cleaning and storing cleaning equipment and materials.

 

Chemicals and cleaners

• Ensure bottles and containers are correctly closed and sealed
• Check that all bottles and containers are labelled correctly and that they contain the correct chemicals as specified on the label
• Damp wipe the outside of bottles and containers to remove drips
• Clean all spouts and nozzles regularly to prevent blockage

 

Electrical equipment

• Check that all appliances are switched off and unplugged before cleaning
• Vacuum cleaners: empty contents of vacuum cleaners according to specifications, clean and empty bags and replace. Ensure that the vacuum cleaner is free from fluff, thread and fibres. Damp wipe the outside of the appliance. Check for worn brushes, loose belts or damaged cord or plugs. Wind cord neatly before storage.
• Polishers/buffers: Remove pads and wash in warm soapy water, rinse and allow to dry. Damp wipe the outside of the appliance. Check for damage. Wind the electrical cord neatly before storage.
• Ensure that there is no water on electrical cables or plugs
• Check that all appliances are switched off and unplugged before cleaning.

 

Manual equipment

• Wash cloths, sponges and scourers and gloves in warm water with detergent, rinse well and allow to dry. Clothes should be spread out to ensure they dry correctly
• Wash squeegees, mops, brushes and brooms in warm soapy water, rinse well and with sponge, brush, bristle or mop side up
• Remove trolley items, damp wipe, dry, and then replace all items neatly
• Wash out buckets with warm soapy water, and rinse and dry thoroughly. Ensure there are no residues left in the bucket

 

Storage

• Store all chemical, materials and equipment neatly according to your procedures. Ensure that storage areas are secure to prevent theft, loss or possible accidents.

 

Torn or Stained Towels

• The following are general guidelines for dealing with damaged or stained towels or bathroom linen. Procedures may vary in each hotel.
• Sub-standard linen will give the guest a poor impression of the establishment and the services it offers. Guests expect linen to be clean and of a high quality, and will complain if this is not provided.
• Linen should be checked when it is folded and when it is issued from linen stores
• Check all linen before placing in the guest bathroom area
• Any damaged, torn, stained or sub-standard linen must be removed from the guest bathroom and placed separately on the trolley
• These items must be noted on the appropriate documentation for control purposes, and to enable requisitioning of replacement linen items
• Report to your supervisor or housekeeper, according to procedures
• Replace these items as quickly as possible, otherwise you may forget to do so later
• Hand in damaged or stained items to your linen keeper, supervisor or housekeeper

 

Blocked Toilet or Drains

The cost of accommodation is expensive: guests expect that rooms will be well maintained, clean and comfortable. Problems in the room will result in complaints, lack of confidence in the company, and possible loss of business or revenue.

 

Blocked toilet

• Toilets should be checked as soon as you enter a guest bedroom to begin cleaning
• Flush the toilet when you first enter the room, and again after cleaning, to ensure that it is flushing properly

 

Blocked drain

• Always check that water drains quickly
• Water that does not flow quickly down drains or outlets will indicate a problem. Unpleasant smells in a bathroom may also indicate a problem with water drainage 

 

Reporting

• Use the appropriate reporting procedure according to your establishment
• Problems must be reported to Housekeeping and Maintenance
• Use the correct documents to record the fault – room number, fault, date, person reporting the problem etc.
• If the room needs to be blocked off for maintenance work, make a note of this on your reports, and continue to clean other rooms
• Always check that maintenance faults have been attended to

 

Shortage of Customer Supplies

Guests expect well-supplied bathrooms, according to the price they are paying for the room. Lack of supplies will make guests feel that they are not getting value for their money, and that service is poor. This will reflect badly on your department, and on the hotel as a whole.

• Always check that you have sufficient supplies before you start cleaning rooms
• Report missing or short items according to your procedures
• Requisitions and/or issues of extra supplies must be recorded for control purposes
• Replenish supplies quickly and efficiently, to avoid inconveniencing guests

Summary

In order to provide a quality and consistent housekeeping service, you will be required to do the following:

• You are required to complete the allocated number of rooms as specified in your department
• You are required to follow procedures as directed, to ensure that work is performed and completed to the standard required by the hotel.
• Organised and thorough cleaning of bathroom areas

These requirements may vary from one hotel to the next, according to the number and type of guest rooms to be cleaned. Efficient working methods and adherence to the procedures of your hotel will ensure that work schedules are completed and deadlines met. This will have a direct impact on customer satisfaction and repeat business.

 

Are you working in the housekeeping department in a resort, hotel, lodge, cruise ship or guest house? Did you find this article helpful? In which country are you from? Please leave a comment.