These are the Procedures which all third party cleaning services must follow for Snowshoe.
Standard Operating Procedures for Housekeeping Services (SOP)
A. Cleaning tasks required for all units on the Snowshoe Rental Program with each Checkout.
The following “Minimum Cleaning & Linen Requirement List” is a MINIMUM STANDARD of service for all units to be considered for acceptance to the Snowshoe Rental Management program. It is required that all Housekeeping Services follow this list as their Minimum Cleaning and Inspection Requirements when servicing Snowshoe Rental Property.
• Empty and clean trashcans and ashtrays throughout the unit the day of guest departure.
• Secure the Unit – all windows and doors must be locked, curtains closed, and temperature set to a comfortable setting the day of guest departure.
Kitchen
• Place dirty dishes in dishwasher, wash and empty if time permits
• Clean refrigerator & freezer, empty ice trays and old ice
• Clean toaster
• Clean stove and oven
• Clean all cabinets and drawers
• Clean microwave
• Sweep and mop all floors
• Clean sink
• Remove all spices, salt, pepper, sugar, etc. from unit
• Check inventory of dishes, silverware, cookware, and utensils-replace as necessary
• Empty trash compactor and replace bag
• Refill ice trays
• Provide adequate supply of dish towels and dish clothes
• Stock supplies under kitchen sink with light bulbs (each type that is used in the unit), Cascade in the original container, liquid dish detergent and trash bags (each size that is used in the unit)
• Polish all chrome, stainless steel, and glass
• Keep 2 working flashlights under kitchen sink at all times. Check the batteries when you stock supplies under sink and replace as necessary.
Living Room
• Clean fireplace/Close damper
• Clean all furniture and arrange appropriately
• Check lamps – dust shades, polish & replace bulbs
• Clean all ashtrays
• Dust room including pictures, accessories, furniture, & drapes
• Vacuum Carpet
• Check vacuum bag and replace if necessary
• Pullout sleeper sofa – check for soiled linens or mattress pad. Vacuum/clean debris, check for proper operation and any damage to frame or mattress
• Clean ceiling fan and replace any bulbs if necessary in light kit
• Provide pillows and blankets for sleeper sofa in closet
• Provide linens for sleeper sofa in closet area with blankets
• Clean windows and door glasses if necessary
Bathroom
• Clean sink and check drains
• Clean tub/shower-check drains
• Clean toilet & check drain
• Check shower curtain for rips or mildew (replace if necessary)
• Clean all mirrors, windows, shower doors, etc
• Empty trash
• Polish all chrome
• Restock adequate supply of toilet paper and hand soap
• Stock adequate supply of quality bath towels, wash clothes, and hand towels
• Sweep and mop floor
Bedroom
• Strip all linens from bed
• Wipe mattress with damp cloth or spray with disinfectant
• Dust and polish headboard & footboard
• Make bed with full set of clean linens (2 sheets and pillow cases)
• Check lamps, polish and dust, replace bulbs if necessary
• Dust and polish dressers, nightstands, & all furniture
• Dust ceiling fan and replace light bulbs if necessary
• Dust pictures and accessories
• Clean from under all furniture (bed, dressers, nightstands, etc.)
• Clean windows if necessary
• Vacuum carpets
Miscellaneous
• Clean all mirrors
• Dust heaters, air conditioners, fans, etc.
• Replace trash can liners in all trash cans with liners (not grocery bags)
• Check to ensure all appliances are working such as range, refrigerator, television, microwave, phone, etc.
• Check unit for cobwebs and remove any found
• Check outlets and electrical cords for damage
• Check all thermostats – 60 degrees when no guests in house
• Lock and double check all doors and windows when leaving unit
• Report any missing or broken items to Homeowner Relations immediately
LINEN REQUIREMENTS – all linens must be checked for stains, holes, patches or excessive wear. Do not use linens that do not pass these standards.
Per regulation of the County Health Department laundry cannot be done in the Homeowner’s units. Linens are to be washed in a washer and dryer that are dedicated to linens only in a facility that has been approved by the County Health Department. All linens must be obtained through Alsco Linen unless you have submitted a copy of the certificate, which is issued upon approval by the health department to Homeowner Services and to Greg Thomas in Risk Management. Not obtaining your linens through Alsco Linen or submitting proper documentation of an approved facility is grounds for dismissal.
Bath:
• 1 Terry Cloth Bath mat per bathroom – 9 ½ ounce minimum
• 1 washcloth per occupancy maximum – 1 ¼ ounce minimum
• 2 bath towel per occupancy maximum – 14 ounce
• 3 rolls 2-ply toilet tissue per bathroom
• 4-6 bars of bath soap per bathroom – ¾ ounce or larger
Sheets:
• Regular bottom sheet with coordinated top sheet to appropriately fit the mattress.
Pillows:
• Must be quality pillows with no stains, holes or patches. Must be adequate number of pillows in unit for maximum occupancy.
Blankets:
• Two blankets per bed including sleeper sofa. Should be Vellux and if any are replaced they must be Vellux.
Mattress Pad:
• One quality cloth mattress pad per bed in good condition with no stains, holes, or patches that appropriately fits mattress.
Bedspreads:
• One per bed that coordinates with décor and appropriately fits bed. Should also have a coordinating dust ruffle and pillow shams for each bed and all should be in good repair with no holes, patches, or stains.
*****Special Notes*****
All bedding including blankets, mattress pads, bedspreads, pillow shams, carpets, upholstered furniture, and drapes are to be professionally cleaned a minimum of once per year and more often as needed or requested by Agents.
Every unit must be given a thorough “Deep Clean” by June 1st of each year to remain on the rental program. If the unit is rented heavily during the summer it must have a 2nd “Deep Clean” prior to November 1st to remain on the rental program for the Winter Season. If the unit has light rentals during the Summer Season a touch up on the Deep Clean as deemed necessary by the Housekeeping Service or Homeowner Services Representative will be sufficient. The contracted Housekeeping Service Provider must complete the “Deep Clean” unless the homeowner gets permission from the contracted service to do their own “Deep Clean” and the unit is inspected by the contracted service after the clean is completed and deemed satisfactory. The Housekeeping Service Provider must provide in writing to Snowshoe’s Lodging Liaisons and Homeowner Services that “Deep Cleans” have been completed.
*SEE APPENDIX “A” FOR FULL DEEP CLEAN DESCRIPTION” at the end of this page
*****Safety*****
• Check all fire extinguishers – pin in place and gauge in the green. All cleaning and maintenance service providers must have extra fire extinguishers available.
• Check smoke detectors – power light on, push button for tone, if beeping report to maintenance immediately.
• Baseboard heaters –make sure all furniture and drapes are away from heaters
• Remove any flammables or poisons from the unit. (charcoal lighter fluid, rat poison, etc)
• No non-vented fuel fired heaters acceptable. (Kerosene heaters, portable propane heaters, etc)
• Check grease filters under kitchen hood and clean with hot water and detergent if needed. Built up grease is a fire hazard.
• Check and lock all windows and doors. If something will not lock contact maintenance and Homeowner Services immediately.
• Extension cords are not permitted in any unit.
• Remove ashes from unit in a fireproof container. Allow ashes to cool then dispose of in a fireproof canister not the dumpster.
• No chemicals, medications, cleaning agents, etc allowed under the sink in the kitchen or bathroom other than Cascade and liquid dish detergent under kitchen sink in original containers. Anything else must be stored in an area that is not accessible to children.
• Always be aware of suspected drug activity in the unit: strong smell of chemicals, excessive trash consisting of household cleaners, cold medications, etc. In the event that you suspect drug activity do not touch anything, notify Public Safety and leave the unit until they arrive. Some of the chemicals used to manufacture drugs are very dangerous.
Maid Service:
• Must be performed if the stay is four nights or longer. If the guests do not stay 4 nights a maid service is only done at guests request. If they are staying for 4 nights the maid service should be performed half-way thru their reservation.
• Each maid service must include the following unless otherwise instructed by the guest: exchange all soiled bath linens, exchange dish towels and dish clothes, replenish dish detergent, Cascade, bath soap and toilet paper, take out all trash, do visual inspection for any damages, check fire extinguishers and smoke detectors.
• If you receive comments from guests while doing your maid service you must report such comments to Homeowner Services immediately.
Daily Duties other than Cleans:
• Prints must be picked up or opened on email every morning.
• Rooms must be called in clean as quickly as possible. Rooms with arriving reservations are always to be cleaned first. If guests are waiting for a unit that unit will take precedence over all others. We recommend one person per service be responsible for calling all units in.
• Deliver additional items at guests’ requests as quickly as possible.
• Lodging Liaison must be notified immediately upon completion of the items delivered or task completed.
• Answering machines and voice mails must be working and checked every hour.
• Each service must have a runner that is on call and available until midnight, every night. A two-week schedule for runners and their contact information must be submitted to Home Owner Services and to the Lodging Liaison.
• Lost and found items are to be tagged with your service name, the unit number where the item was found and the date it was found. The item must be turned into Homeowner Services within 24 hours.
Damage Policy:
Housekeeping Service Provider must report and provide photographs of damages that occur in the unit to Homeowner Services within 48 hours of guest checkout. If such reports are not filed with Homeowner Services the responsibility of reimbursement and or repairs will be that of the Housekeeping Service Provider. There will be no exceptions to this procedure.
• Replace all broken or damaged items before next guest arrival.
• A camera must be carried with the Housekeeping Service at all times.
• Pictures must be submitted with damage report either via email with a digital camera or two Polaroid pictures of each shot must be submitted.
• Any excessive damage must be reported to Homeowner Services immediately and we will notify Public Safety.
All Services are to be fully knowledgeable of fire and safety procedures.
*Safety Services classes will be offered to all Services and it is mandatory that you and your staff attend*
Billing Through Homeowner Services:
• Snowshoe will receive 5% of service revenue for handling all aspects of billing including collections.
• Service will receive a check each month inclusive of all units.
• Any cleans to be done at no charge to homeowners or reimbursements to be made to homeowners must be reported to Stephanie Dilley in writing within 3 days of the agreement.
• You may not private bill any homeowner that is on direct billing for any departure cleans or maid service as that constitutes fraud. You are responsible for billing any deep cleans and replacements at this time.
• You must complete the required documents with Homeowner Services and have each homeowner submit a Housekeeping Billing Addendum form prior to direct billing. These forms must be processed which may take up to 60 days.
Maid Service:
• Must be performed if the stay is four nights or longer. If the guests do not stay 4 nights a maid service is only done at guests request. If they are staying for 4 nights the maid service should be performed half-way thru their reservation.
• Each maid service must include the following unless otherwise instructed by the guest: exchange all soiled bath linens, exchange dish towels and dish clothes, replenish dish detergent, Cascade, bath soap and toilet paper, take out all trash, do visual inspection for any damages, check fire extinguishers and smoke detectors.
• If you receive comments from guests while doing your maid service you must report such comments to Homeowner Services immediately.
APPENDIX “A”
Deep Cleaning Standard Operating Procedures
(By kitchen, bedroom, living room, bathroom etc.)
(Spring Clean)
Bedroom:
1. Take all linen off the bed(s) and take to Alsco Linen for cleaning
2. Move the mattress & box springs off the bed frame.
3. Wash the bed frame.
4. Take the headboard off the wall (if it is attached to the wall) wash with Murphy’s Oil Soap. (Make sure to wash all of it)
5. Put the headboard back on the wall.
6. Vacuum under the bed frame.
7. Replace the box springs and mattress (Make sure you rotate the mattress)
8. Pull all nightstands and dresser out from the wall and wash all sides and insides with Murphy Oil Soap.
9. Wash all wood trim on the walls and walls with Murphy’s Oil Soap. (Doors and window trim, etc.)
10. Wash all doors front and back with Murphy’s Oil Soap.
11. Wipe down hot water heater in the closet.
12. Clean the shelves in the closet.
13. Wash all the lamps and lampshades. (If lampshades are needing to be replaced, please replace)
14. Clean the window(s) with glass cleaner on the inside.
15. Lift the window (s) and clean the outside with glass cleaner.
16. Clean the window seal(s) with a small brush; make sure to get all the dirt out of the cracks.
17. Use a squeegee to clean the upper part of the window. (outside)
18. Vacuum the floor completely.
19. Use the attachments to the vacuum on the edge of the floors and in the corners.
20. Put the nightstands back and dressers back in place.
21. Wash the wooden picture frames (some may have metal frames) with Murphy’s Oil Soap
22. Clean the glass on the pictures with the glass cleaner.
23. Wipe down all other wall hangings.
24. Wash all light fixtures
25. Replace any burnt out light bulbs. (Make sure all light fixtures have new, 3-way light bulbs)
26. Wash all door knobs.
27. Clean the TV screen with glass cleaner.
28. Pull out the TV and dust all of it.
29. Make the bed.
30. Wash all curtains or valances.
31. Wash the comforter and blankets.
(Make a list of any items that need to be repaired or replaced.)
Bathroom
1. Take the globes off the light fixture above the sink and wash.
2. Wash the light fixture.
3. Put the globes back.
4. Clean the light and vent in the ceiling. (you may have heater vents in the wall, these need to be cleaned as well)
5. Clean the sink top with comet. (Use a small brush to clean around any small spaces)
6. Dry the sink.
7. Clean all the wood work with Murphy’s Oil Soap. (including the inside and outside of the bathroom door)
8. Clean inside and outside of the toilet with toilet bowl cleaner and comet. (Use a small brush to clean in the hinges of the toilet lid) Make sure to clean behind the toilet.
9. Clean the towel rack(s).
10. Clean the bathtub with comet; make sure to get all of the soap scum.
11. Clean the shower rod.
12. Clean the walls in the shower.
13. Clean the shower head, bathtub fixtures and polish.
14. Clean the shower curtain and replace the shower curtain liner.
15. Clean the outside of the tub.
16. Sweep & mop the floor; making sure to clean behind the toilet again.
17. Wash all curtains or valances.
(Make a list of any items that need to be repaired or replaced.)
Kitchen:
1. Take all the dishes out of the cabinets and drawers and wash them all. (Including pots and pans)
2. Wash all the cabinets and drawers inside and out.
3. Wash all woodwork with Murphy’s Oil Soap.
4. Take all shelves and drawers out of the refrigerator and wash.
5. Wash the entire inside of the refrigerator.
6. Wash the entire inside of the freezer.
7. Pull the refrigerator out from the wall and wash the entire outside.
8. Sweep & mop the floor under the refrigerator.
9. Take all burners and burner pans off the stove and wash. (Replace the stove burner pans if necessary. Do not line the pans with aluminum foil.)
10. Lift the top of the stove and clean.
11. Clean the oven.
12. Clean the stove hood.
13. Clean the over drawer.
14. Clean all wall hangings.
15. Clean the silverware tray.
16. Clean the coffee pot inside and out.
17. Clean the countertops.
18. Clean everything (all appliances, accessories) on the countertops.
19. Clean the inside and outside of the trash can.
20. Clean the microwave (including the fan vent).
21. Clean the toaster inside and out and make sure to clean the crumb tray at the bottom.
22. Clean the inside and outside of the dishwasher.
23. Pull out the stove; clean all sides and the floor under it
24. Clean the floor making sure to wipe under the cabinets.
25. Wash all curtains or valances
Neatly arrange all dishes, pots and pans, glassware and silverware back in the cabinets and drawers.
(Make a list of any items that need to be repaired or replaced.)
Living Room
1. Pull out the sofa bed and take off mattress. Wipe the frame and foam work. (Replace the mattress pad and then put sofa bed back in place)
2. Clean all the woodwork with Murphy’s Oil Soap.
3. Clean out the vents.
4. Clean the window(s) inside and outside.
5. Use the squeegee to clean the upper part of the window (outside)
6. Clean the window seal(s) with a small brush; make sure to get all the dirt out of the cracks.
7. Dust the TV, VCR, DVD and stereo. (Move them and dust all sides and dust under them)
8. Clean the TV screen with glass cleaner.
9. Clean the glass doors on the fireplace (if the unit has a fireplace) with glass cleaner.
10. Wash all the lamps and lampshades. (If lampshades are needing to be replaced, please replace)
11. Replace any burnt out light bulbs. (Make sure all light fixtures have new, 3-way light bulbs)
12. Clean all tables with Murphy’s Oil Soap (Making sure to clean the legs as well)
13. Pull all the furniture out from the walls and dust all sides of furniture.
14. Wash all of the wooden picture frames (some may have metal frames) with Murphy’s Oil Soap
15. Clean the glass on the pictures with glass cleaner.
16. Wipe down all other wall hangings.
17. Clean the inside and out of the armoire, entertainment center, or chest in the living room.
18. Vacuum the floor completely.
19. Use the attachments to the vacuum on the edge of the floors and in the corners.
20. Vacuum the chair and sofa.
21. Clean the arms and frame of the chairs and sofa. (If you have wooden arms and frame)
22. Professionally clean the upholstery on the sofa if necessary and add Scotch Guard.
23. Wash all curtains or valances.
(Make a list of any items that need to be repaired or replaced.)
Dining Room:
1. Clean the table with Murphy’s Oil Soap. (Making sure to clean the legs)
2. Clean all of the chairs with Murphy’s Oils Soap. (Vacuum the chairs if upholstered.)
3. Clean all the light fixtures.
4. Replace any burnt out light bulbs. (Make sure all light fixtures have new, 3-way light bulbs)
5. Clean all wall hangings.
6. Wash all of the wooden picture frames (some may have metal frames) with Murphy’s Oil Soap
7. Clean the glass on the pictures with glass cleaner.
8. Clean all the woodwork with Murphy’s Oil Soap.
9. Vacuum the floor completely.
10. Use the attachments to the vacuum on the edge of the floors and in the corners.
11. Wash all curtains or valances.
(Make a list of any items that need to be repaired or replaced.)
Entry hall: (Main entry and foyer)
1. Clean all the woodwork with Murphy’s Oil Soap.
2. Clean the door with Murphy’s Oil Soap. (Both sides and edge)
3. Wash all of the wooden picture frames (some may have metal frames) with Murphy’s Oil Soap.
4. Clean the glass on the pictures with glass cleaner.
5. Clean all the light fixtures.
6. Replace any burnt out light bulbs. (Make sure all light fixtures have new, 3-way light bulbs)
7. Vacuum the floor completely.
8. Use the attachments to the vacuum on the edge of the floors and in the corners.
9. Sweep & mop the floor. (If it is tile, linoleum, or hardwood floors instead of carpet)
10. Wash all curtains or valances.
(Make a list of any items that need to be repaired or replaced.)
Laundry Area:
1. Wash the top and sides of the washer and dryer.
2. Clean the dryer vent.
3. Clean the inside of the washer.
4. Clean the inside of the dryer.
5. Clean all the woodwork with Murphy’s Oil Soap.
6. Clean the door(s) or curtain in front of the washer/dryer area.
7. Pull the washer and dryer out and clean the walls behind.
8. Sweep & mop under the washer and dryer.
(Make a list of any items that need to be repaired or replaced.)