Answer Book. Survey. Self- Inspect. Service. Stage. Shine IHG WAY OF CLEAN 5-S CLEANING PROGRAM STAYBRIDGE SUITES

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1 Survey Self- Inspect Service Stage Shine IHG WAY OF CLEAN 5-S CLEANING PROGRAM STAYBRIDGE SUITES Answer Book The content of this material is proprietary to InterContinental Hotels Group and may not be reproduced, distributed, or used without the express permission of an authorized representative of IHG. 06. IHG. All rights reserved. Most hotels are independently owned and operated.

2 . Introduction to the IHG Way of Clean. Introducing the IHG Way of Clean 5-S Process FILL IN THE 5 STEPS OF THE IHG WAY OF CLEAN 5-S PROCESS. Survey Self- Inspect Service Stage Shine

3 IHG Way of Clean 5-S Cleaning Program Answer Book 3 CONNECT THE PICTURE TO THE CORRECT STEPS. STEP : Survey STEP : Service STEP 3: Shine STEP 4: Stage STEP 5: Self-Inspect

4 IHG Way of Clean 5-S Cleaning Program Answer Book 4.3 Introducing the IHG Way of Clean 5-S Process Prep then Clean CONNECT THE PICTURE TO THE CORRECT STEPS. STEP : Survey STEP : Service STEP 3: Shine STEP 4: Stage STEP 5: Self-Inspect

5 IHG Way of Clean 5-S Cleaning Program Answer Book 5 WHY ARE STEP : SURVEY AND STEP : SERVICE PERFORMED AT THE SAME TIME? The Prep phase of the Prep then Clean process provides you and your team with the opportunity to assess the needs of the suite so you may prioritize your cleaning. It also provides the engineer with the opportunity to perform maintenance and repairs to any items that require it. By performing Step : Survey and Step : Service at the same time, your team ensures that the suite is thoroughly prepared, so that it can be cleaned efficiently and effectively in Step 3: Shine.

6 IHG Way of Clean 5-S Cleaning Program Answer Book 6.4 All About Clean CONNECT THE CORRECT PICTURE TO THE WORD. Using heat, steam, or hot air AESTHETICALLY CLEAN An area that has been disinfected thoroughly HYGIENICALLY CLEAN Using chemicals; specific contact time of 0 minutes CLEAN An area that looks beautiful and inviting DISINFECT Using soap, detergent, and water to remove soil SANITIZE

7 IHG Way of Clean 5-S Cleaning Program Answer Book 7 CONNECT THE CORRECT SURFACE TO THE MICROFIBER CLOTH AND CHEMICAL. Remote controls Shower or tub Artwork or glass

8 IHG Way of Clean 5-S Cleaning Program Answer Book 8.5 Tools and Products IDENTIFY THE FOLLOWING CLEANING TOOLS.. Black light.5 Multi surface disinfectant and cleaner. Microfiber cloths.6 Glass cleaner.3 Odor neutralizer.7 Duster with extendable pole.4 Bathroom disinfectant and cleaner.8 Lint removing tool IN WHICH STEP DO YOU HAVE TO USE THE BLACK LIGHT TO CHECK FOR CLEANLINESS? Step 3: Shine 3 IN WHICH STEP IS IT OPTIONAL TO USE THE BLACK LIGHT TO CHECK FOR CLEANLINESS? Step 5: Self-Inspect

9 IHG Way of Clean 5-S Cleaning Program Answer Book 9.6 Effective Cleaning Tips WHY IS IT IMPORTANT TO FOCUS ON KEY VALUE DRIVERS? Circle the correct letter. A. These items make guests think they are valued. B. These items may cause the guest to think the room is dirty. C. These items are touched most by the guest. CONNECT THE KEY VALUE DRIVER ICON TO THE CORRECT PHRASE. Upholstery is stain-free Lampshades are straightened; all light bulbs work TV operates; remote is clean and working Carpet or floor is free of stains Kitchen is clean and staged properly; appliances operate Door and lock operate fully HVAC or PTAC is clean and working No hair is on bed, pillows, bathroom floor, sink, tub, or shower

10 IHG Way of Clean 5-S Cleaning Program Answer Book 0 3 CONNECT THE HIGH TOUCH AREAS ICON TO THE CORRECT PHRASE. Toilet and back or splash wall Remote controls Telephones handset and dial pad Handles doors, closets, drawers Curtains, sheers, blackout drapes and pull cords Switches lights, lamps, coffee maker HVAC or PTAC control panel Bathroom handles toilet flush, shower control, sink faucets Bedside tables

11 . The IHG Way of Clean 5-S Process. Step Survey WHAT ARE THE TWO MAIN PROCEDURES TO FOLLOW IN STEP : SURVEY, AS SEEN IN THE PICTURES BELOW? Entering the guest room and assessing the guest room WHY IS IT IMPORTANT TO ASSESS THE ROOM PROPERLY IN STEP : SURVEY? Taking the time to survey a room properly will help to avoid missing any areas that require cleaning, allowing you to prioritize your tasks. It also provides you with the opportunity to report any issues to the maintenance department immediately. Any Lost and Found items can also be reported immediately.

12 IHG Way of Clean 5-S Cleaning Program Answer Book. Step Service WHAT ARE THE FOUR MAIN PROCEDURES TO FOLLOW WHEN SERVICING THE ROOM, AS SEEN IN THE PICTURES BELOW? Strip the bed Clear trash and debris Pre-treat surfaces Dust high surfaces WHY IS IT IMPORTANT TO REMOVE ALL THE DIRTY ITEMS FROM THE ROOM BEFORE PERFORMING STEP 3: SHINE? By clearing all the dirty items from the room in this step, you prevent the risk of contaminating any clean items brought into the room during Step 3: Shine. A room that is free of all trash and debris will be easier to clean in Step 3: Shine.

13 IHG Way of Clean 5-S Cleaning Program Answer Book 3.3 Step 3 Shine (Bathroom) LIST THE BATHROOM SURFACES IN THE ORDER IN WHICH THEY SHOULD BE CLEANED. Bathroom counter Mirrors and artwork Bathroom sink Tub Toilet bowl Exterior of toilet

14 IHG Way of Clean 5-S Cleaning Program Answer Book 4 WHY IS IT IMPORTANT TO CLEAN THE EXTERIOR OF THE TOILET LAST, THEN PLACE THE YELLOW MICROFIBER CLOTH INTO THE MESH BAG? The toilet is an area that can easily become contaminated. You should never use the same cloth used to clean the toilet on any other surface. You need to avoid any chance of cross contamination from occurring. 3 WHY SHOULD YOU NEVER USE THE SAME MICROFIBER CLOTHS USED TO CLEAN THE BATHROOM, TO CLEAN SURFACES IN THE GUEST ROOM? This will avoid any chances of cross contamination from occurring. The spreading of germs can happen very easily. By placing all used microfiber cloths in a mesh bag, you can contain the germs in one area.

15 IHG Way of Clean 5-S Cleaning Program Answer Book 5.4 Step 3 Shine (Sleeping Room and Living Area) PLACE A CHECK MARK NEXT TO THE CLOTH AND CHEMICAL THAT SHOULD NOT BE USED TO CLEAN THE SLEEPING ROOM. LIST THREE HIGH TOUCH AREAS THAT NEED TO BE CLEANED IN THE LIVING AREA. The learner may list any of the following examples: Switches lights, lamps, coffee maker Handles doors, closets, drawers Remote controls Toilet and back or splash wall Telephones handset and dial pad Carpets specifically in pet friendly Bedside tables locations HVAC or PTAC control panel Bathroom handles toilet flush, shower control or sink faucets Curtains, sheers, blackout drapes and pull cords

16 IHG Way of Clean 5-S Cleaning Program Answer Book 6 3 LIST THREE KEY VALUE DRIVERS THAT NEED TO BE CLEANED IN THE LIVING AREA. The learner may list any of the following examples: Door and lock operates fully Toilet and back or splash wall (wrong answer) Carpet or clean floor is free of stains Upholstery in stain-free Lampshades are straightened; all light bulbs work No hair on bed, pillows, bathroom floor, sink, tub, or shower TV operates; remote is clean and working Kitchen is clean and staged properly; appliances operate HVAC or PTAC is clean and working

17 IHG Way of Clean 5-S Cleaning Program Answer Book 7.5 Step 3 Shine (Balcony, Outside Areas and Kitchen) WHY IS IT IMPORTANT TO ENSURE THAT THE KITCHEN IS CLEANED PROPERLY? The kitchen is where guests prepare their meals, so you need to ensure that it is cleaned and disinfected properly. LIST THREE HIGH TOUCH AREAS THAT NEED TO BE CLEANED IN THE KITCHEN.. Sink faucets. Handles doors or drawers 3. Switches light or coffee machine 3 LIST TWO KEY VALUE DRIVERS THAT NEED TO BE CLEANED IN THE KITCHEN.. Floor is free of stains. Kitchen is clean and staged properly; appliances operate

18 IHG Way of Clean 5-S Cleaning Program Answer Book 8.6 Step 4 Stage WHAT ARE THE FOUR MAIN PROCEDURES TO FOLLOW WHEN STAGING THE ROOM, AS SEEN IN THESE PICTURES? Replenish supplies Make the bed Clean the floors Finishing touches WHY IS IT IMPORTANT TO PERFORM THESE PROCEDURES IN STEP 4: STAGE? Replenish supplies Step 4: Stage provides room attendants with the opportunity to set the scene for the arriving guest. Room attendants can make sure that the guest will have everything they need during their stay. The room will look clean and inviting.

19 IHG Way of Clean 5-S Cleaning Program Answer Book 9.7 Step 5 Self Inspect WHAT ARE THE THREE MAIN PROCEDURES TO FOLLOW WHEN SELF- INSPECTING THE ROOM, AS SEEN IN THESE PICTURES? Check your work Finishing up End of shift: stock and organize your cart LIST THREE ITEMS THAT YOU SHOULD FOCUS ON WHEN SELF INSPECTING YOUR WORK? You should always have the Key Value Drivers and High Touch Areas top of mind. Is the room as clean as it can be? Does everything look like new? Make sure that you have removed all housekeeping items from the room. 3 WHY IS IT IMPORTANT FOR YOU TO SELF-INSPECT YOUR WORK? Your last look at the room is the guest s first impression, so the room needs to be spotlessly clean. This step is an opportunity to double-check that you have not missed any areas that require cleaning. If you have missed any areas that require your attention, you can clean them during this step. When you have finished Step 5: Self-Inspect, you can feel proud that you have done your job well.

20 IHG Way of Clean 5-S Cleaning Program Answer Book S Process for Public Areas LIST THREE EXAMPLES OF DIFFERENT PUBLIC AREAS THAT NEED TO BE PROPERLY CLEANED AND MAINTAINED AT YOUR HOTEL OR RESORT. Learners may list any of the following: Elevators, fitness center, lobby, hallways, meeting rooms, sundries area, laundry room, stairwell, public restrooms WHY IS IT IMPORTANT TO CLEAN AND MAINTAIN PUBLIC AREAS? Public areas create the first impression guests have about the cleanliness of the hotel. Guests notice everything from the moment they enter the hotel. By making sure that the public areas are spotlessly clean, guests can be confident that they have made the right choice of staying with IHG. 3 IDENTIFY THE PUBLIC AREAS IN THE PICTURES BELOW. Front Desk Lobby Fitness Center

21 3. Service Types and Conclusion 3. Prep then Clean Prep Phase WHICH COLLEAGUES HELP PERFORM THE PREP PHASE? Engineer Operations Manager Room attendant WHICH STEPS ARE COMPLETED DURING THE PREP PHASE? Place a check mark next to the correct steps. 5 Survey Check out the space and assess what you need Self- Inspect Check your work and feel proud Service Clear waste, dust, and fix 4 Stage Prepare for guests Shine Clean and disinfect 3 3 HOW DOES THE PREP PHASE HELP YOU TO WORK EFFICIENTLY AND EFFECTIVELY? The Prep phase of the Prep then Clean process provides you and your team with the opportunity to assess the needs of the suite so you may prioritize your cleaning. By performing Step : Survey and Step : Service at the same time, the team ensures that the suite is thoroughly prepared, so that it can be cleaned efficiently and effectively in Step 3: Shine.

22 IHG Way of Clean 5-S Cleaning Program Answer Book 3. Prep then Clean Clean Phase WHICH COLLEAGUE PERFORMS THE CLEAN PHASE? The room attendant WHICH STEPS ARE COMPLETED DURING THE CLEAN PHASE? Place a check mark next to the correct steps. 5 Survey Check out the space and assess what you need Self- Inspect Check your work and feel proud Service Clear waste, dust, and fix 4 Stage Prepare for guests Shine Clean and disinfect 3 3 IN WHICH STEP DO YOU PRE-TREAT SURFACES? Step 3: Shine

23 IHG Way of Clean 5-S Cleaning Program Answer Book 3 4 IF YOU ARE CLEANING A STUDIO SUITE, DURING WHICH STEP WOULD YOU MAKE THE BED? Step 4: Stage 5 IF YOU ARE CLEANING A SUITE WITH BEDROOMS, DURING WHICH STEP WOULD YOU MAKE THE BED? Step 3: Shine

24 IHG Way of Clean 5-S Cleaning Program Answer Book Light Touch Service WHEN IS THE LIGHT TOUCH SERVICE OFFERED? The Light Touch service is provided daily, Monday through Friday, for each occupied guest suite. It is also provided on Saturdays and Sundays, but only if requested by the guest. Guests that check in on a Friday or a Saturday, regardless of the check-in time, should also be offered the Light Touch service. For guests that stay longer than one week, the Light Touch service must be provided regularly, along with a thorough cleaning of the kitchen, bath and sleeping room areas. WHEN PROVIDING THE LIGHT TOUCH SERVICE, WHEN SHOULD A SURFACE BE CLEANED? Step 3: Shine is when surfaces are cleaned, but when performing the Light Touch service, surfaces will only be cleaned if visibly dirty.