Standard room cleaning in an elite hotel. Hotel room cleaning technology (sequence of room cleaning, types of room cleaning, stages in the room cleaning process)

Room cleaning is subject to certain standards accepted for this type of organization and recorded in the regulations of hotels and hotels. These documents determine the frequency, time and duration of room cleaning; they list cleaning agents and detergents used for cleaning, standards of behavior for maids and many other nuances.

Routine cleaning of standard occupied rooms is carried out once every two days, before check-out time (for example, before 12.00). The maid is given a certain amount of time to clean one room (according to the organization’s standards).

Routine room cleaning usually includes the following procedures:

Ventilation of premises.
Cleaning the bathroom: wiping mirrors, furniture, shelves and handles in the bathroom, cleaning and disinfecting plumbing fixtures, replacing the solution in the brush container, changing the garbage bag and taking out the trash, replacing/adding hygiene items, hygiene consumables and hospitality items as necessary, wet cleaning of the floor, use of air freshener. Changing towels is also included in the routine cleaning of the room - the maid is obliged to replace all towels, except those that are on the towel holders, so if the Guest requires a change of towels, it is recommended to remove them from the towel holder before cleaning and put them, for example, on the sink, on the tank, on edge of the bathroom, or better yet, on the floor.
Cleaning the rooms: changing bed linen, making the bed, washing ashtrays and dirty dishes, caring for flowers (if any), wiping furniture, household appliances and interior items, washing and polishing mirrors, removing dust from carpets and upholstered furniture with using a vacuum cleaner, wet cleaning of baseboards and washing the floor.

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Behavior of the maid while cleaning the Guest's room:

The room must be cleaned in the absence of the Guest, except for the case when the Guest does not intend to leave and asks to be cleaned in his presence. In this case, the maid must carry out cleaning in such a way as to disturb the Guests who are in the room at that time as little as possible.
If the Guest returns to the room during cleaning, the maid must politely inform the Guest about the end time of cleaning. If the Guest is not satisfied with this, he can ask the maid to return later to finish cleaning.
If there is a “Make up room” sign on the door of a room on the outside, the maid will clean such rooms first.
The maid is prohibited from entering or knocking on the room if the guest has posted a “Do not disturb” sign on the door on the outside of the room.

When cleaning a room, the maid is strictly prohibited from: allow strangers into the room (except for hotel employees to carry out repairs or plumbing work), be idle in the room, lock yourself in the room, be distracted by any personal matters, slam doors, sit or stand on tables, sofas, armchairs and other furniture , watch TV, listen to music, use the bathroom or room equipment for personal purposes, touch the Guest’s things hanging or laid out in the closet, move the Guest’s valuables from the place where they were found.

Note. The article provides a general cleaning procedure for standard occupied rooms. The rules may vary depending on the category of hotel or hotel. The guest can always seek clarification of the maid’s behavior or the cleaning procedure from the administrator of his hotel.

Most hotels adhere to the following sequence for cleaning rooms:

First of all, rooms are cleaned with a sign posted on the door “please clean my room”
then cleaning in vacant, reserved, waiting rooms, as well as in rooms temporarily not in use
rooms are then cleaned after clients check out
After this, rooms occupied by guests are cleaned. When cleaning a room, there is a principle “from clean to dirty, top to bottom.”

The following types of cleaning of residential rooms are distinguished:

Cleaning rooms ready for occupancy;
Daily or routine cleaning;
Cleaning after the guest leaves the room;
Intermediate cleaning;
Evening service;
General cleaning of the room.
1. Cleaning of rooms prepared for occupancy.

The maid's assignment sheet includes both dirty rooms (living and vacant) and clean rooms, cleaned by the previous shift and prepared for occupancy.

Every day, in clean, ready-to-move-in rooms, the maid performs ventilation, wet cleaning, and checks the operation of plumbing and electrical appliances. If the room has not been greasy for a long time, then water stagnates in the pipes, which can affect its quality. You should let water flow through the taps and, if necessary, flush the drain with water. These rooms can be occupied at any time and should always look immaculate.

If clean rooms are booked, then they are necessary;

Check the quality of cleaning of the room and bathroom, the operation of the TV, telephone, refrigerator, lighting fixtures;
Wipe dust from surfaces;
Make sure that advertising and information materials are complete;
Make sure there is a full display of personal cosmetics items;
Do a wet cleaning of the floor.

This cleaning is carried out first, as in the morning on the day of the guest’s arrival, and if the check-in time is known, then the cleaning is done 1 hour (30 minutes) before his arrival.

The quality of cleaning and the readiness of the room for the guest's arrival is checked by the senior maid.

2. Daily or routine cleaning of rooms.

Maids clean rooms in the absence of residents, except in cases where there is a sick person in the room or with the personal permission of the guest in his presence and at a time convenient for him.

For the convenience of guests and staff, hotels have special Door signs: “Please clean my room” or “Do not disturb”, which are hung by residents on the door handles on the corridor side. The text is written in different languages.

The maid's task is to clean all the rooms noted in her personal task. If there is a “Do Not Disturb” sign on the doorknob, you should not knock on this number; it should be removed later. Under no circumstances should you make noise near this room. In a room that does not have any signs, you need to knock gently 2-3 times. In this case, you cannot use any objects and do not create unpleasant sounds. Next, you should loudly and clearly say “Maid” or “housekeeping”, after about 15-20 seconds you should repeat your actions. If there is no response, the maid can open the room and start cleaning; if the guest simply responds from the depths of the room, it is better to move on to cleaning the next room. In the event that a guest in a room opens the door himself, the maid should greet the guest and ask whether he wants his room to be cleaned now or a little later. If the guest does not object, the maid can begin work. If the guest returns while the maid is working, she should ask if it would be better for her to return to work later. Maids must be properly trained to clean residential rooms.

Staff should be prepared to say the guest's name if necessary and greet them in a language they understand. It happens that guests come on vacation with children, in which case it is necessary to organize additional beds in the room.

Sometimes guests come to the hotel with animals. In this case, the maid should be instructed about the specifics of cleaning rooms occupied by guests with their pets.

When it comes to cleaning rooms that have a “Do Not Disturb” sign on the door handle, there are different approaches. In some hotels, such rooms are not cleaned until approximately 14.00. If by this time the sign has not been removed, then

The supervisor must:

call the number
if a guest is in the room and picks up the phone, greet him, call him by name, introduce himself
ask about a convenient time for the room to be cleaned.
after waiting for an answer, thank the guest

The answers may vary:

refusal to clean
please remove now
a desire to clean later or at a specific hour.

Depending on the answer, the number will be removed during the day shift, or the Supervisor will transfer this task to the evening shift.

When cleaning a residential room, the maid positions her cart so as to prevent unauthorized persons from entering the room, this prevents possible theft from the room. The maid working in the room is solely responsible for the personal belongings of the guests.

Theft from a room is a big blow to the hotel's reputation. If this happens, the hotel may lose customers. In many leading hotels, the administration obliges the room to be cleaned with the door closed. In this case, the maid hangs a sign on the door handle of the room being cleaned: “There is a maid in the room” or “The room is being cleaned” and the door is closed. In this case, the trolley is located at the door of the room as close to the room as possible; it should not block the passage for guests and hotel employees. The maid should take with her the most necessary cleaning items. Every time the maid needs to take something from the cart, she must open and immediately close the door behind her. Sometimes inexperienced maids keep the doors slightly open. An experienced supervisor can always prove that theft can happen at any time, in seconds. For training purposes, a manager or supervisor may sneak into a room and take a valuable item, then ask the maid, “How could this happen?”, often the maid cannot give a clear answer. To prevent this from happening, it is necessary to teach the maid to make as few approaches as possible to the work cart per necessary things for cleaning.

Consistency in the room cleaning process.

During the work process, the maid must be as concentrated, attentive, and observant as possible so as not to waste time.

In a simplified form, the process of cleaning a room consists of a sequence of actions:

ventilation of the room
cleaning and washing dishes
removing dust from all surfaces
cleaning upholstered furniture and carpets
cleaning the bathroom

When cleaning a room, there is a principle “from clean to dirty, top to bottom.” Cleaning is carried out in strict accordance with sanitary standards. The cleanliness of the premises should be almost like in operating rooms. The use of gloves, disinfectant detergents, and gauze bandages in the work of a maid indicates sterility and a high level of hygiene when cleaning the room.

First, the maid checks the operation of all lamps in the room, opens the curtains and windows, thereby ventilating the room. While the room is being ventilated, she wets the plumbing fixtures in the bathroom and applies detergents and cleaning products to them, thereby making her work easier in the future. If guests ordered food to the room (this is handled by the restaurant service), the maid's task is to sort out the restaurant dishes from which the room is stocked and wash them thoroughly (tray, glasses, ice bucket) and temporarily cover the dishes with a clean napkin until the cleaning is completed.

Next, the maid throws out the garbage from all trash baskets (containers, trash cans) and ashtrays into a bag located on the work cart, and places empty containers in the bathroom. When emptying ashtrays, the maid must be careful, since the guest can leave valuables in it (jewelry, coins), and also moisten it with water to prevent a fire. When cleaning residential rooms, you can only throw away the contents of trash cans and empty bottles.

3. Cleaning the rooms after the guest leaves the room.

It is carried out in the same sequence in which residential rooms are cleaned. However, this cleaning has some specifics. When cleaning a room after a guest has checked out, additional housekeeping work compared to working in an occupied room includes a complete replacement of single-use hospitality items and, if necessary, reference, information and promotional materials. It is no coincidence that more time is allocated for cleaning a room after a guest checks out than for cleaning a room of the same category. As a result of such cleaning, the room should look impeccable, as if no one had lived in this room before.

When cleaning the room after the guest's departure, you must first make sure that:

Nothing was missing from the hotel property in the room (and if this happened, then act in accordance with the instructions available in each hotel in this regard).
There are no things forgotten or left by guests in the room (otherwise, you should act in accordance with the procedure established in the hotel for such cases)
All technical equipment is working properly (if not, then submit requests for repairs to the hotel’s engineering and technical service).

After this, the maid thoroughly cleans the room. The bed requires close attention after guests leave. It is necessary to carefully feel under the mattress, remove debris, feel the springs, and determine if they are damaged. Every time during cleaning, and especially when cleaning after guests leave, you should pay attention to whether the curtains are in order, whether there is any debris behind the chest of drawers or closets, whether all the drawers are pulled out well, whether the cabinet doors are creaking, whether the balconies and windows are clean.

Often, after smoking guests have checked out, a persistent, specific smell of tobacco remains in the room for a long time. Air purifiers help combat this in hotels.

When preparing the room for the new arrival of guests, the maid covers the glasses that are equipped with the bathroom with special disposable corrugated paper lids or places the glasses in special disposable bags to prevent dust and microorganisms from getting into them. Paper napkins that are placed under glasses must also be replaced. A notice to guests that the fixture has been disinfected is placed at the bottom of the washed, disinfected and wiped dry bathtub.

The lid and the toilet seat are connected and covered together with a special plastic tape with the inscription “disinfected” on it.

The spare roll of toilet paper must be sealed. One option is to form one end of the toilet paper into a very impressive rope and secure it with a special seal with the hotel logo. Another option is to cover the spare roll of paper with paper or plastic tape. Upon arrival, guests can easily remove this tape and at the same time understand that no one has touched this paper before.

These seemingly simple details should convince guests that everything has been prepared for them taking into account the highest sanitary and hygienic standards. When cleaning rooms after guests check out, it is very important to check that there are clothes hangers in the closet.

At the end of cleaning, the maid checks the contents of the guest information folder. Wrinkled, dirty, torn forms and sheets with notes from previous guests are not acceptable. They are unconditionally replaced, and saving in this case only harms the business; it is not appropriate here.

Sometimes, when guests leave, they lose or forget their things at the hotel.

If such things are discovered, the maid is obliged to inform the Supervisor about the discovery or the security service. It is advisable to find the owner of the forgotten item as soon as possible before the guest leaves the hotel. If the guest has already left the hotel, the items found are sent to the housekeeping department for storage. All finds are recorded in a special journal by a manager or supervisor.

When describing things, you need to know certain rules and act in this matter extremely carefully and very professionally. It is recommended to make only an external, visual description of forgotten things, especially for jewelry and fur items. Let's say, at first glance, what appears to be a gold bracelet is found. It would not be correct to write that a gold bracelet was found, but it would be correct to write that a bracelet made of yellow metal was found. Or, for example, the guests forgot a ring and it looks like a ring made of platinum or silver with a diamond. In this case, the item should be registered as follows: a white metal ring with a colorless, transparent stone was found.

After registration, forgotten items are placed in special packages appropriate sizes, to which a small card is glued with information transferred from the log of forgotten items:

registration number
guest name
the place where the item was found
name of the thing
name of the person who found the item
notes
signature of the manager or supervisor.

These cards help to systematize the search for forgotten things.

As a rule, in hotels the storage period for forgotten items is one year and one day. After the expiration of the established period, if the item was not claimed by the owner or authorized representative, the hotel takes ownership of it. The hotel management makes a decision on the disposal of the item within two weeks. As a rule, the thing is handed over to the person who found it. This is a very smart technique, as it gives hotel staff an additional incentive to return items found.

The pass states:

Date of;
Full name of the employee;
Job title;
Department:
Name of things and objects;
Permitted for take-out;
Signature of the service manager.

The pass is issued in three copies: the original is presented to the security officers, the other remains with the employee, the third is kept by the person who authorized the removal.

Also, when cleaning the room, special attention should be paid to the individual safe for storing valuables. If the safe is closed after the guest checks out, you must, together with the manager and two witnesses, open the safe, draw up the appropriate report and act according to the instructions.

If a key card remains in the room after guests check out, it must be brought to the housekeeping office.

4. Intermediate cleaning.

Intermediate cleaning is aimed at doing light cleaning and returning the room to its original shine and cleanliness. The amount of work in each room can be completely different. So, in one room you will only need to adjust the decorative pillows on the sofa, and in the other you will have to ventilate the room, wash the ashtray, bathtub and change the towel.

During intermediate cleaning, the following work is usually performed:

Ventilate the room;
If the guest was resting, make the bed;
Tidy up the dining table;
Remove debris from ashtrays and baskets;
If a guest has used the bathroom, it is washed and towels are changed;
Wipe down plumbing equipment;
Freshen the air.

In luxury hotels, the administration pays great attention to the cleaning and condition of guest rooms. In such hotels, intermediate cleaning is carried out several times a day. The guest should feel the attention and care of the service staff.

5. Evening service.

In upscale hotels of at least 4 star category, so-called turndown services are provided. It is produced by the evening shift maids. Evening service for residential rooms is provided daily, usually from 18:00 to 21:00, if possible in the absence of guests. The preparation of the room is as follows:

a) cosmetic room cleaning
- ventilate the room
- empty ashtrays and trash cans
- remove dirty dishes from the restaurant if food was ordered from the restaurant
- tidy up the dishes that are provided in the room
- neatly fold guests' belongings if necessary
- wipe the dust in the room
- clean the bathroom (including changing used towels and replenishing toiletries).

Vacuuming should not be done during evening cleaning of rooms, as this may interfere with guests' rest;

b) preparing the bed for bed, during which it is necessary:
- - carefully fold the blanket and put it in the closet on the mezzanine
- - bend the corner of the blanket on the side on which the bedside table and telephone are located at an angle of 45 *; if there is one large bed, if two people live in the room, then the corner of the blanket is folded on both sides. If the room has two beds and one guest stays, the corner of the blanket is folded over one bed, if there are two guests - on both
- - close the curtains tightly
- - turn on the floor lamp or bedside lamps, turning off the overhead lights
- - put a chocolate bar with wishes “good night”

If a guest is in their room during evening cleaning hours, you should ask them if they need evening service. If a guest refuses cleaning, they should be offered sweets and wished “good night.”

Spring-cleaning.

General cleaning is carried out periodically at least once every 10 days.

Its goal is to cover with cleaning those places for which, as a rule, there is no time during daily routine cleaning.

During general cleaning, walls, both in rooms and in corridors, doors, baseboards, suspended ceilings, etc. are cleaned and washed. All signs, signs, lamps are also wiped, and ventilation grilles are cleaned. General cleaning also includes wet cleaning of carpets.

It is necessary to pay attention to the bed: feather beds, pillows, mattress pads, bedspreads. It is unacceptable for mattresses and bedspreads to have holes, or for pillows and bedspreads to have any stains or holes. During cleaning, mattresses are thoroughly cleaned with a vacuum cleaner.

In the bathroom, the seams between the tiles are washed, thanks to these actions the air in the bathroom becomes fresher.

Frequency of cleaning large room furnishings:

- bedspreads (as soiled), 4 times a year
- blankets (as soiled), 6 times a year
- curtains in the room - once a year
- curtains in the bathroom - once a month

The general cleaning schedule is compiled by the manager of the housekeeping department. Maids must strictly follow this schedule, and supervisors must monitor the maids' work performance.

General cleaning is carried out once every 7-10 days. Clean walls, heating appliances, doors, windows; thoroughly vacuum the furniture, floors, and carpets. After cleaning is completed, check that all equipment is in good working order. technical devices.

Daily routine cleaning is carried out in the absence of the guest and includes the mandatory making of beds. Bed linen and towels are changed according to standards that depend on the hotel category.

Intermediate cleaning is carried out in four- and five-star hotels, including making the bed, cleaning the bathroom, replacing the ashtray with a clean one, and monitoring the condition of the residential room during the day.

Evening preparation of the room in the same hotels includes preparing the room for the guests' night rest: the night lighting is turned on, a card is placed with wishes for peaceful dreams, the weather forecast for tomorrow, the pillows are fluffed, the corner of the blanket is folded back.

Post-check-out cleaning is carried out after the room has been vacated, with a mandatory change of bed linen.

When performing cleaning work, it is recommended to adhere to the following principle: cleaning is carried out clockwise or counterclockwise so that not a single piece of furniture is missed. Preparing the number of rooms for occupancy is a complex and important stage that requires good organization of the work of various services and departments. To accurately accommodate and serve guests in a timely manner, staff must be professionally trained and have appropriate guest service skills. When performing cleaning work, maintenance personnel must comply with the requirements for sanitary maintenance hotel premises.

Sequence of daily routine cleaning. When cleaning rooms, you must first check them. In a three-room suite, the following cleaning sequence is followed: first the bedroom is cleaned, then the living room, office, hallway and bathroom. In a two-room suite, the bedroom is cleaned first, then the living room and bathroom. Cleaning in single room should start from the dinner table. If there is food left on the table, the leftovers should be put in the refrigerator or covered with a napkin. If food was served to your room from a restaurant, the dishes are handed over to the waiter, and those belonging to the hotel should be thoroughly washed, wiped and placed in a closet or sideboard.

The surface of the table in many hotels is covered with plastic - it must be wiped first with a damp and then with a dry cloth. If the table is polished, wipe it with a soft rag, but if it is covered with a tablecloth, it must be shaken out and, if necessary, replaced.

The maid then proceeds to clean the bed. There are various cleaning “rituals” here, but it is advisable to follow this sequence - the pillow, blanket, sheet are placed on a chair, and the feather bed is turned over so that it can be ventilated. If there is a need to change the sheet or mattress cover, they are replaced. The sheet is spread so that one edge - to the inside of the bed - is tucked under the feather bed, and the other - the outside - reaches the edge of the bed, covering the mattress. Then lay the blanket, straighten it in the duvet cover, especially the corners, and bend it on both sides so that the center is in the middle. If the linen needs to be changed, then the blanket is laid out so that the same end is facing the head. The pillow is fluffed and placed with the flap at the head of the bed. In many hotels, maids, when covering a bed with a blanket, place it so that the edges of the bed form an acute angle, “under the ruler.”

The hotel administration must constantly monitor what linen is used. Wrinkled linen with rust, holes or stains is not acceptable in the rooms. Linen and bedding must be impeccably washed, immaculately starched and perfectly ironed. If any defects are found in the linen, it must be replaced and returned to the linen room, but under no circumstances should it be mixed with dirty linen. If the linen is damaged due to the fault of a resident, the maid must report this to the floor duty officer and the floor manager. Cleaning of this room and changing of linen must be carried out in the presence of the guest, having clarified the conflict situation. If linen needs to be repaired, linen workers should repair it and set aside linen that is damaged by stains, rust, or is worn out for write-off.

Linen is changed by maids or senior maids. To do this, it is recommended to have more than 20% of the linen stock on the floors of the total number of places on the floor. If this order is followed, the maid has the opportunity to change the linen at any time of the day. Changes of underwear must be stored in a separate closet. In order to save money, you cannot change linen before the established deadline, but you cannot extend its service life, as this will lead to a decrease in the level of service. There is one more unforgettable rule: you cannot change linen in the presence of a guest or allow him to put things in an uncleaned room.

After cleaning the bed, the maid starts cleaning the desk. There may be textbooks, manuscripts, business papers on the table, which under no circumstances should be touched or examined. If the surface of the table is covered with plastic, it should be wiped with a damp, clean cloth. If the table is polished, wipe it with a soft cloth. If the polishing is damaged, it can be restored by wiping it with a clean white cloth moistened with polish. Then, after allowing the surface to dry for 15-20 minutes, wipe it until shiny with a soft cloth. When removing ashes from the ashtray, you need to carefully look to see if there are any foreign objects there. Then wipe the telephone and table lamp with a damp cloth; dry - books, magazines, TV. The desk drawers also need to be carefully examined, shaken out, and wiped from dust. If you find any defects (they don't close well or there are breakdowns), make a request to call a carpenter.

Then the maid begins cleaning carpets, rugs, bedside rugs, curtains, draperies, upholstered furniture, as well as removing dust from the walls and floor with a vacuum cleaner. In this case, special nozzles are used: for furniture - a brush with bristles, for furniture joints - a crevice nozzle without a brush; for draperies - a brush with long soft bristles (the same brush removes dust from walls and ceilings); the floor is treated with a large brush with short, hard bristles. When working with a vacuum cleaner, the maid must follow safety rules. It is not recommended to clean under the bed with a metal pipe and brush, as it can damage the edges of the wooden bed. It is best to move the bed away from the wall and then clean it. If the hotel does not have vacuum cleaners, carpets, rugs and bedside rugs can be swept with a damp broom - using movements directed along the pile. You must sweep carefully so that water does not get on the parquet. If the carpets are heavily soiled, they are washed with nylon brushes and a solution of soap powder in warm water. When the carpet dries, you need to vacuum it to lift the pile. When working with a vacuum cleaner, you must ensure that foreign objects do not accidentally get into it.

After using the vacuum cleaner, the maid should wipe the baseboards, window sills, and radiators from dust. Dust between the sections of the radiator is removed with a special narrow brush, then the crossbars and legs of tables and chairs, as well as the polished surfaces of furniture, are wiped with a dry rag. The wardrobe must be opened and ventilated daily, and ensure that there are enough hangers for clothes. There should always be brushes for clothes and shoes, and a key for opening bottles in a certain place in the room.

After finishing cleaning the room, you must thoroughly ventilate the serviceability of technical devices, sockets, switches, plugs, electric lights, telephone, TV. The maid is required to monitor the operation of refrigerators, radio points and radio equipment. If a malfunction is detected, she must report it to the head maid or floor attendant.

Spring-cleaning. The purpose of general cleaning is the following:

? carry out a complete thorough cleaning using cleaning equipment, materials, machines;
? to cover with cleaning those objects and places of the residential room that are not subject to daily cleaning and cleaning after the guest leaves;
? carry out sanitary and hygienic measures that, according to the standard deadlines, coincide with the general cleaning;
? carry out cosmetic repairs in the room (touch-up, wallpaper);
? make sure the room is suitable for occupancy by inspecting and identifying problems with various communication systems.

The scope of work performed during general cleaning includes:

? washing the walls, wiping them dry;
? cleaning ventilation grilles;
? cleaning draperies, mattresses, feather beds;
? cleaning, washing windows and doors;
? additional work: washing floors, carpets, painting floors, polishing floors;
? mechanized cleaning of ceilings, walls, ventilation grilles;
? washing internal window frames 2 times a year;
? mechanized cleaning and cleaning of curtains;
? washing curtains;
? washing lighting fixtures.

As a rule, in a hotel, each maid is assigned a certain number of rooms in which she is obliged to carry out general cleaning within a specified time frame.

Cleaning of reserved rooms. The purpose of cleaning work is the following: to ensure that the room is completely ready for the arrival of the guest who has booked this number. In the chain of sequence of all types of cleaning work for the day, cleaning of the reserved rooms is carried out first. This type of cleaning is carried out on the eve of the day of arrival in the evening or at night, on the day of the guest’s arrival early in the morning, once a day every day for a certain number of days before the guest’s arrival.

The scope of cleaning work for booked rooms includes:

? dry wipe;
? wet wipe;
? wet floor cleaning.

Express cleaning - this type of cleaning is performed at the request of the resident for an additional fee.

The scope of express cleaning work includes:

? removing garbage from the room;
? cleaning and washing dishes;
? wiping the dining table;
? change of bed linen;
? cleaning of private bathrooms: washing sinks, bathtubs, toilets;
? preparing a bath;
? change of towels;
? floor washing or mechanical floor cleaning.

All types of cleaning work carried out in hotel rooms are carried out with the mandatory use of cleaning equipment and cleaning materials. The correct use of cleaning equipment and materials, as well as their storage and care, are an important measure in compliance with sanitary and epidemiological regulations.

Cleaning of private bathrooms. The maid begins cleaning the bathroom after finishing cleaning the living rooms of the room. Before starting cleaning, she must put on special clothing - a rubberized apron, rubber or caprolactane gloves, and a headscarf.

Cleaning the bathroom is carried out in the following sequence:

? mirror;
? glass toilet shelf and toiletries;
? wash basin;
? bath;
? wall tiles;
? toilet;
? bidet;
? floor.

The mirror is wiped with a damp cloth and then wiped dry. The toilet shelf on both sides is washed with soapy water and then wiped with a dry cloth. The toilet cup and soap dish are also washed. The washbasin is rubbed with paste or other cleaning agent to remove dirt, rinsed hot water, rinse with a disinfectant solution, rinse again with water and wipe dry. The toilet, bidet, and bathtub are also washed. Taps, mixers and flexible hoses are cleaned with a rag and chalk, and hair is removed from the drain hole. Under no circumstances should you use hydrochloric acid solution. Is it dangerous. In addition, acid causes the earthenware surface of the bathtub and sink to deteriorate and darken. During routine cleaning, the tiles of the walls above the bathroom are wiped daily with a clean white cloth to remove traces of soap suds. During general cleaning, the entire surface of the wall is washed.

The toilet is cleaned last. To do this, the maid must wear gloves. First, pour hot water over the inner walls of the toilet, then rub them with cleaning paste using a brush, rinse with hot water and rinse with a disinfectant solution. The toilet lid and handles, toilet paper holder and door handles are also washed with a bleach solution. In the event of a water leak or other malfunction, the maid informs the head maid or floor attendant to call a plumber. The rubber mat in the shower is washed several times with hot and cold water, and then rinsed with bleach. After finishing the cleaning, the maid checks the availability of toilet and branded soap in the bathroom, the serviceability of the razor socket and the cleanliness of the towels (if necessary, they are replaced with new ones). When starting work, the maid must put on a clean and well-ironed uniform or workwear.

Summarizing the above, it can be noted that in hotel industry there is a differentiation of services, which is very important, as it affects the requirements for staff, prestige and efficient operation of the hotel. The divisions are functional units, each of which uses its own specific technology, but together they have one common goal - meeting customer needs. One of the main departments in the hotel is the maid service.

A hotel is an enterprise that operates in a continuous service mode, and therefore is subject to high sanitary and hygienic requirements. Whatever category the hotel belongs to, it must always be clean. This requires a huge amount of daily work from the maid service. Therefore, it is important to know how best to organize and carry out cleanliness work in a hotel. The daily duty of the maid is to perform a shift task - cleaning rooms, premises, and upon completion of cleaning - informing the manager of the room management service in order to record and check the quality of cleaning. Before starting any type of cleaning work, the maid must clearly know the rules of conduct in the room. The culture of behavior of the maid and the staff in general is an important criterion for determining the level of service culture in a given establishment. Violation of these rules is punishable up to and including dismissal.

Cleaning work is divided by type (dry and wet cleaning, cleaning using special equipment) and the purpose of the premises being cleaned. Room cleaning can be general, daily, intermediate, and evening room preparation after clients check out. All types of cleaning work carried out in hotel rooms are carried out with the mandatory use of cleaning equipment and cleaning materials. The correct use of cleaning equipment and materials, as well as their storage and care, are an important measure in compliance with sanitary and epidemiological regulations.

Most hotels adhere to the following sequence for cleaning rooms:

First of all, rooms with a sign posted on the door “please clean my room” are cleaned.

Then cleaning in vacant, reserved, waiting rooms, as well as in rooms temporarily not in use

After this, rooms occupied by guests are cleaned. When cleaning a room, there is a principle “from clean to dirty, top to bottom.” This order of cleaning rooms is not accidental and is accepted for a number of reasons.

It is clear that in the first case, the client’s desire is the law, so it is logical that the maids, first of all, clean the rooms with the sign “please clean my room.” It is advisable to remove it as soon as possible (no more than 20 minutes).

Next, it is advisable to clean vacant reserved rooms upon arrival, since cleaning residential rooms at 7-9 a.m. is too early. It is better to devote this time to monitoring the condition of the rooms awaiting guests, especially since guests can check in at any moment. In vacant rooms, maids ventilate, wipe dust, and check the serviceability of all appliances every day. In addition, the maid's duties include flushing all plumbing fixtures and then wiping them dry. This is done to ensure that the rubber and plastic parts of plumbing fixtures do not dry out or crack, and that there is no stagnation of water.

The condition of the room prepared for check-in must be monitored by the Supervisor. A guest checking into an uncleaned room is considered a blunder. Booked rooms must be removed by 12.00.

Then the sequence of cleaning the rooms depends on the nature of the occupancy of the room stock, the specifics of a particular working day, an unforeseen situation and may change due to various circumstances.

Routine housekeeping

Maids clean rooms in the absence of residents, except in cases where there is a sick person in the room or with the personal permission of the guest in his presence and at a time convenient for him.

Sometimes guests come to the hotel with animals. In this case, the maid should be instructed about the specifics of cleaning rooms occupied by guests with their pets.

Call the number

If a guest is in the room and picks up the phone, greet him, call him by name, introduce himself

Ask about a time convenient for him to clean the room.

After waiting for an answer, thank the guest

The answers may vary:

Refusal to clean

Please remove now

The desire to clean later or at a specific hour.

Depending on the answer, the number will be removed during the day shift, or the Supervisor will transfer this task to the evening shift.

Theft from a room is a big blow to the hotel's reputation. If this happens, the hotel may lose customers. In many leading hotels, the administration obliges the room to be cleaned with the door closed. In this case, the maid hangs a sign on the door handle of the room being cleaned: “There is a maid in the room” or “The room is being cleaned” and the door is closed. In this case, the trolley is located at the door of the room as close to the room as possible; it should not block the passage for guests and hotel employees. The maid should take with her the most necessary cleaning items. Every time the maid needs to take something from the cart, she must open and immediately close the door behind her. Sometimes inexperienced maids keep the doors slightly open. An experienced supervisor can always prove that theft can happen at any time, in seconds. For training purposes, a manager or supervisor may sneak into a room and take a valuable item, then ask the maid, “How could this happen?”, often the maid cannot give a clear answer. To prevent this from happening, it is necessary to teach the maid to make as few trips as possible to the work cart for the necessary cleaning items.

Consistency in the room cleaning process.

During the work process, the maid must be as concentrated, attentive, and observant as possible so as not to waste time.

In a simplified form, the process of cleaning a room consists of a sequence of actions:

Ventilation of the room

Cleaning and washing dishes

Removing dust from all surfaces

Cleaning upholstered furniture and carpets

Cleaning the bathroom

Next, the maid throws out the garbage from all trash baskets (containers, trash cans) and ashtrays into a bag located on the work cart, and places the empty containers in the bathroom. When emptying ashtrays, the maid must be careful, since the guest can leave valuables in it (jewelry, coins), and also moisten it with water to prevent a fire. When cleaning residential rooms, you can only throw away the contents of trash cans and empty bottles.

The next step is cleaning the beds. In 4-5* hotels, bed linen is changed daily, regardless of the guest’s status, room category, or length of stay.

Change of bed linen in hotels of lower categories is carried out within the time limits specified in the regulatory document “System of Qualification of Hotels and Other Accommodation Facilities” (Pr. No. 86 dated July 21, 2005 (RSTTOURISM)).

Based on this document, linen is changed in the following order:

1* - once every five days

2* - once every three days

3* - once every three days

4* - daily

5* - daily

Towels:

1-2* - once every three days

3*,4*,5* - daily.

The maid puts used bed linen and towels in a special laundry bag located on the work trolley. At the same time, it is necessary to ensure that the bag is not overfilled with dirty laundry. This is monitored not only by maids, but also by housemen (bellhop attendants), who collect dirty laundry in special containers on all floors and transport it to the laundry room. The word housemen from English. - cleaner, servant. Housemen are responsible for replenishing the residential floors with clean linen, for timely delivery of linen to maids during work, for replacing blankets and pillows. They fulfill the requests of guests if additional accessories are needed, and monitor and record the use of linen. If the maid finds any stains of biological origin on the linen, she needs to be especially careful. Such linen should be placed in a separate bag, in the laundry it will be put in order in a special way, in a separate hygienic washing machine, in compliance with all sanitary and hygienic standards.

When cleaning the bed, bedding is temporarily placed on a chair or armchair; they should not lie on the floor.

When making the bed with clean linen, you need to check the cleanliness of the mattress pad.

Standards for making beds may vary from hotel to hotel, but one thing is the same: linen must be spotlessly clean, fresh, well ironed, and no hair is allowed.

The quality of the bed is one of the important criteria for the level of hotel service.

After making the bed, the maid carefully arranges the guests' clothes; arranges the furniture as it was originally. The maid is prohibited from touching the personal belongings of guests; she is only allowed to take shoes out of the room and put them in the hallway, at the entrance to the room, next to the closet. The maid is also prohibited from unpacking guests' suitcases or putting their things there.

Next, dust and furniture contamination is removed. It is better to carry out this work in a circle, while there is no fundamental difference clockwise or counterclockwise. Dust is wiped daily from all surfaces, both vertical and horizontal, as well as from all pieces of room equipment. As for multi-room suites, cleaning starts from the outermost rooms and ends in the hallway. Polished wood furniture should be wiped down and polished to a shine. Also, we must not forget about hard-to-reach places, such as cabinet shelves, ventilation grilles, heating radiators, etc.

The maid is obliged to check whether there is any garbage under the beds, chairs, behind the curtains, behind the chest of drawers. Pay attention to the condition of the furniture; in case of breakage or damage, report it to the Supervisor.

Before the guest leaves, nothing should be thrown out of the room. Garbage is only what the guest throws into the trash bin. And at the same time, you need to pay attention to what is thrown away. It happens that a guest could accidentally or mechanically throw away valuables by mistake.

Returning to the sequence of room cleaning, the next stage is cleaning carpets and upholstered furniture. WITH modern hotels Most often they use a personal vacuum cleaner.

The maid starts vacuuming right away far corner rooms, gradually cleaning all corners, as well as under all furniture. She pushes away not very heavy furniture on her own, and moves heavier furniture towards the exit with the help of housemen. When working with a vacuum cleaner, you must remember safety precautions.

Next, the upholstered furniture and telephone set are put in order; it is unacceptable for its wire to be twisted or tied in knots. The TV is also wiped and tuned to a specific channel. If the room has a radio, it is tuned to a classical music channel. When cleaning your room, you also need to pay attention to the windows. They must be clean both inside and out. Cleanliness on balconies is also important.

When starting to clean the bathroom, the maid also adheres to the principle “from clean to dirty, top to bottom.” Consistently tidying up: dressing table (table with mirror), sink, tiles on the walls, bathtub, bidet, toilet, floor.

The surface of the dressing table is wiped daily, while taking care of guests' cosmetic accessories. After cleaning, put them back in their original places. The maid is prohibited from touching or moving guests' jewelry, as well as using their perfume.

The sink is washed with detergent with a disinfectant component and wiped dry. Taps and mixers (chrome or nickel plated) are polished to a shine. There should be no stains on the mirror.

The most difficult and inconvenient thing to clean is the bathtub. First of all, contaminants are removed from the drain, then it is washed with a special detergent starting from the bottom and going up, paying special attention to the sides. Next, the bath is disinfected and rubbed dry “so that it creaks.”

The last plumbing fixture in cleaning is the toilet; the maid cleans its internal walls with a detergent composition, using a separate brush (not the one in the room). After cleaning several rooms, this brush is thoroughly washed and disinfected. External parts are also washed and wiped dry. There are no rusty stains in the toilet; this indicates a defect in the tank, which must be reported to the supervisor. As well as soap scum, hair, muddy water. After cleaning, the toilet lid must be closed.

Bathroom cleaning ends with mopping the floor. The presence of traces of shoes, hair, and dried water is also unacceptable here.

Next, the maid hangs up clean towels and terry robes, and lays out perfume products. According to the regulatory document (Pr. No. 86 dated July 21, 2005) “Classification system for hotels and other accommodation facilities.”

Thus, according to this document it follows that in rooms of the higher category “suite”, “apartment”, “suite”, “studio” and in rooms of the 1st category (4* 5*) towels, including bath towels, are laid out from calculation of at least 4 per guest. Towels are laid out in such a way that the hotel symbols or its logo are visible.

Terry towels must meet a number of requirements:

Dense, wear-resistant and durable

Economical when washing

Soft to the touch

White or pastel color

Maintain 90 degrees when washing.

Standard towel sizes: 50/70; 50/100;70/140 cm.

Terry products should look very attractive. Towels should lie or hang “facing” the guest, with the edges facing the wall.

We must not forget about dressing gowns for guests; most often dressing gowns have universal sizes: L, XL, XXL, children's dressing gowns. Robes are own hotel, but some guests take them away as a souvenir. This is good advertising for hotels, but not for domestic ones. For our hotels, even the most upscale ones, this is luxury. Therefore, guests are tactfully informed that textiles are the property of the hotel. The text of such a reminder may look different:

Dear Guest!

The towels you use are the property of the hotel. But if you like them, then you can purchase them by calling......

The text of such a card is written in different languages, and is located in a visible place in the bathroom.

Slippers are also an important accessory for high service. They go in addition to the robe. The slippers are made of waffle fabric, strictly match the feet (right - to the right foot, left - to the left), and have the hotel logo.

They also have a rubber sole to prevent falls. Slippers are disposed of after the guest's departure.

In this section it is necessary to mention toilet paper. Toilet paper is placed in such a way that it unwinds towards the guest. The end of the toilet paper is folded into a V (corner). In a residential room, the roll is changed if it is less than 1.2 cm. In the “upon arrival” room there should be a completely new roll in the paper holder and one spare in the bathroom.

The room is also equipped with paper napkins, they are also folded in a V shape, the napkins are replaced when the color indicator appears; hygiene supplies, floor scales.

The bathroom doors are left slightly open to allow air circulation.

The optimal air temperature in a hotel room is considered to be 20-22*C.

At the end of the cleaning, the maid freshens the air in the room with a special deodorizing agent.

When cleaning a room, the maid should not forget the basic rules of behavior:

1. never allow strangers into the room during cleaning, including employees.

2. never call from your room for personal matters.

3. Never answer calls in the room when cleaning.

4. You cannot watch TV while cleaning the room.

5. do not touch the personal belongings of guests. Some maids are tempted to try on something, to use something. This is strictly prohibited. If such a signal is received from a guest, or the manager catches a maid doing such an activity, this will be followed by either a severe reprimand or dismissal.

6. do not use the room for personal purposes, for example as a place to relax.

This is a strict violation of the internal regulations, as a rule, this occurs in hotels with a very low level of service. This also results in dismissal.

Single use hospitality items.

These are hospitality items used in hotels as personal hygiene products. The set of personal hygiene items includes all sanitary and hygiene items. The storage and receipt of sanitary and hygienic supplies takes place centrally. They are usually stored in the office of the administrative and economic service and in the maids' rooms.

With such “little things” guests feel great. The range of such products is quite wide, it includes both basic items: soap, shampoo, conditioner, and additional ones: sewing kit, shower caps, dental kit (disposable brush and tube of toothpaste), shoe sponges, paper tissues.

The most acceptable mini-packs of soap for hotels weigh 12, 13,20, 25, 45 grams. The most common are:

Soap in a floppack

Soap in corrugated packaging

Soap in a cardboard box

Soap in a plastic soap dish

LIQUIDS

Shampoo

Hair conditioner

Shower gel

Body lotion

Elixir for teeth

The volume of such packages ranges from 8 - 50 ml.

ACCESSORIES

Toilet paper

Shower cap

Shaving set (disposable razor and cream)

Shoe care products

Dental kit (disposable brush and tube of toothpaste)

Matches, toothpicks

Refreshing wipes

Personal items must be in the same style and emphasize the individuality and prestige of the hotel.

If a guest stays for several days, then there is no need to change accessories every day, but only replenish them.

Information folder for guests.

A guest information folder should be located in a visible place in each room, usually next to the telephone.

The booklet contains information:

About the hotel's capacity with a description of the rooms,

Information about hotel services, indicating their location, operating hours and telephone numbers

Information about the operation of television

List of minibar contents

Breakfast in room order form

Writing paper

Envelopes, etc.

A branded pencil or pen is included with the booklet.

Also, some office supplies provided in the room contribute to the convenience of the guest's stay at the hotel: folders for papers, files, paper clips.

All kinds of printed publications help make guests more informed:

Telephone directories

City guides

Hotel corporate magazines

Cleaning rooms after a guest leaves the floor

Rooms are cleaned after a guest checks out in the same sequence as residential rooms are cleaned. However, this cleaning has some specifics. When cleaning a room after a guest has checked out, additional housekeeping work compared to working in an occupied room includes a complete replacement of single-use hospitality items and, if necessary, reference, information and promotional materials. It is no coincidence that more time is allocated for cleaning a room after a guest checks out than for cleaning a room of the same category. As a result of such cleaning, the room should look impeccable, as if no one had lived in this room before.

When cleaning the room after the guest's departure, you must first make sure that:

Nothing was missing from the hotel property in the room (and if this happened, then act in accordance with the instructions available in each hotel in this regard).

There are no things forgotten or left by guests in the room (otherwise, you should act in accordance with the procedure established in the hotel for such cases)

All technical equipment is working properly (if not, then submit requests for repairs to the hotel’s engineering and technical service).

Often, after smoking guests have checked out, a persistent, specific smell of tobacco remains in the room for a long time. Air purifiers help combat this in hotels.

The lid and the toilet seat are connected and covered together with a special plastic tape with the inscription “disinfected” on it.

Sometimes, when guests leave, they lose or forget their things at the hotel.

After registration, forgotten items are placed in special bags of appropriate sizes, to which a small card is glued with information transferred from the lost items registration log:

Registration number

Guest name

Place where the item was found

Name of item

Name of the person who found the item

Notes

Manager or Supervisor signature.

These cards help to systematize the search for forgotten things.

Also, both gifts to hotel employees from guests, and forgotten and unclaimed items given to employees by guests must be decorated in a special way. In the log of abandoned and forgotten items, a note is made about which employee the item was given to and a pass (permission) is issued to remove the items. The pass indicates: date, full name of the employee, position, department, name of things and items allowed for removal, signature of the service manager. The pass is issued in three copies: the original is presented to the security officers, the other remains with the employee, the third is kept by the person who authorized the removal. Also, when cleaning the room, special attention should be paid to the individual safe for storing valuables. If the safe is closed after the guest checks out, you must, together with the manager and two witnesses, open the safe, draw up the appropriate report and act according to the instructions.

If a key card remains in the room after guests check out, it must be brought to the housekeeping office.

Spring-cleaning.

General cleaning is carried out periodically at least once every 10 days.

Its goal is to cover with cleaning those places for which, as a rule, there is no time during daily routine cleaning.

It is necessary to pay attention to the bed: feather beds, pillows, mattress covers, bedspreads. It is unacceptable for mattresses and bedspreads to have holes, or for pillows and bedspreads to have any stains or holes. During cleaning, mattresses are thoroughly cleaned with a vacuum cleaner.

In the bathroom, the seams between the tiles are washed, thanks to these actions the air in the bathroom becomes fresher.

Frequency of cleaning large room furnishings:

Bedspreads, (as soiled), 4 times a year

Blankets, (as soiled), 6 times a year

Curtains in the room - once a year

Curtains in the bathroom - once a month

The general cleaning schedule is compiled by the manager of the housekeeping department. Maids must strictly follow this schedule, and supervisors must monitor the maids' work performance.

The procedure for troubleshooting in the number of rooms

During cleaning, the maid may detect any technical problems. The maid's responsibility is to check the operation of all technical equipment in the room. If she finds any defects or problems, she reports this to the Supervisor. He, in turn, records this fact in the appropriate floor sheet and submits a repair request to the engineering department. The repair application form is a document consisting of three copies of special paper of different colors, which, when filled out, provides a copy effect. In the application, the supervisor indicates the room number, the object of the malfunction, the date, time, and puts his signature. In addition, the degree of urgency of the repair is often indicated:

Very urgent, complete immediately

Do it within the next 24 hours

There are situations when a problem is difficult to resolve in a short time. Sometimes it happens that technical problem cannot be solved only by the hotel's engineering department. In this case, they resort to the help of city repair services and organizations. Then the number is temporarily put under repair and receives the status of LLC (out of order), in other words, the number is temporarily out of service. The engineering and technical service should, if possible, carry out repair work as soon as possible and promptly report the results to the AHS, thereby reducing the downtime of the number of rooms. Also, the guest himself can let the hotel staff know that one or another technical malfunction in his room needs to be corrected.

One hair in the bathroom can ruin the impression of the most beautiful hotel. Impeccable cleanliness of rooms is the basis of a hotel's reputation, and maids, like no one else, know how to restore perfect beauty in the shortest possible time. How to quickly make your bed? How to remove plaque and clean the drain?
Life in order
The maid cleans up to 20 rooms per shift, each taking her a maximum of half an hour. In order not to waste a minute and not spoil your work, you need to follow a clear sequence of actions. They start with the dirty: throwing out the trash, shaking out the bedspread. While the dust settles, the maid applies the chemical to the contaminated surfaces in the bathroom and leaves it for the products to take effect. It is better to turn the brush and leave it inside the toilet - this way it will also be disinfected.

Returning to the room, the maid remakes the bed. Then you need to wipe off the dust and vacuum: first the visible dirty places, then the entire room; It is advised to move from the far corner to the door.
After dry cleaning, you can do wet cleaning. The final touch is to straighten the items so that everything lies neatly and open the window. While the room is being ventilated, you need to finish the bathroom.
Tip: To avoid forgetting anything, you should move around each room clockwise or counterclockwise while cleaning.

Organize the perfect bed
The bed is the main subject not only of a hotel room, but also of a bedroom in an apartment. And, if at home you can afford creative chaos, in a hotel the bed should look perfect. Depending on the size of the beds, the hotel chooses a certain method of making them.
Standard beds are often made in the European style: a sheet at the bottom (preferably a fitted sheet), then a blanket in a duvet cover and a blanket on top (often not covering the entire bed, but only at the feet, a sachet or a bedspread).

For king size beds, the American method is more convenient: the blanket is not tucked into the duvet cover, but placed on the second, top sheet. You can put a thick blanket made of decorative fabrics on a thin blanket, which also serves as a bedspread.
In both cases, the sheets and blankets must be taut like a string using the hospital corner technique.

The duvet cover in hotels is made in the traditional way - insert two corners of the blanket and shake it sharply.
Tip: To avoid mattress failures during constant use, hotels turn them over and twist them once a quarter. Do the same at home.

Old toothbrushes are an idea
In the arsenal of any maid, even in the most expensive hotels, there are old toothbrushes. They are most convenient for cleaning hair from the drain hole in the bathroom and holes in the sink, and getting to hard-to-reach places.
In many hotels, furniture is specially raised above the floor - wall-hung toilets and sinks greatly simplify cleaning. But if there is something on the floor, a toothbrush is indispensable for cleaning difficult places. In especially secluded places, cotton swabs help.

Savings issues
Proper cleaning can reduce costs. For example, toilet paper, turned away from the wall, is consumed more economically than hanging from the wall.
Foam is more profitable than liquid soap, and for paper towels it is advisable to have a dispenser and set it up wisely.
At the same time, there is no need to skimp on quality: rags, sponges, gloves must be durable, the stingy pays twice. Universal chemistry is a controversial topic. You shouldn’t succumb to advertising tricks and create a bottle for each action, but different surfaces need their own products: for ceramics - acid-based, for tiles and chrome - alkali-based, for mirrors - with a neutral PH. Sponges come with different abrasives: it is better to wash a new bathtub with white abrasive, old ones can be washed with green abrasive.
Check: clean?
The bed is made, the floor is washed, the mirrors sparkle, but something elusive does not allow you to believe in cleanliness. A room will never look perfect if dirt remains in hard-to-reach places.
How long has it been since you cleaned your door hinges? What about corners, crevices, walls? Curtains, indoor plants? From time to time a general cleaning is needed. There are some tricks here too. For example, if you wash a window vertically from the inside and horizontally from the outside, it will be easy to determine which side has not been washed. The polish is applied along the grain of the wood to a surface that is free of dust and fingerprints. Mirrors are checked with steam: fogging reveals streaks and drops.

Attention to detail
A professional maid is very observant. IN best hotels In the world, individual service is built on this, because only a maid can study the client’s habits and preferences.
For example, in one Austrian castle there is a rule: if there is a wrapper from the same candy in the trash can for two days in a row, on the third day the guest receives a box of the same as a gift. Of course, there is no point in digging through the trash at home, but how nice it will be for loved ones to receive perfume as a gift to replace the ones that ran out, or to discuss a new book found in a pile of pillows.