Preventative Maintenance & Cleaning Guide

1 Q4 2019 Preventative Maintenance & Cleaning GuideQUICK TIPS & BEST PRACTICESR eady to put your program into place? Contact the Cintas National Service Team at or OFF DEEP CLEAN SERVICES performed by Jan 1st, pristine, prepared property from the bell stand to the back door While you focus on pleasing your guests, we ll focus on helping you enhance your image from retail-inspired uniforms that solidify that important first impression, to well-stocked restrooms complete with sleek designer accessories, to a sparkling lobby that welcomes guests and features fresh custom-logo mats. We ll also help keep you prepared by replenishing your first aid and safety products and much more. UNIFORM RENTAL FACILITY SERVICES FIRST AID & SAFETYAPPROVEDSUPPLIERAll products and services are provided by Cintas Corporation and not Wyndham Hotels & Resorts (WH&R) or its affiliates. Neither WH&R nor its affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any material on the listed supplier s website to which the advertisement provides a link or a reference.

2 Please refer to the applicable brand standards for your property prior to purchasing Create a Clean, More Inviting Guest Room Environment ..5 Identifying Common Areas for Guest Complaints ..6-7 The Hotel Maintenance Doctor is In ..8-10 Tips and Tricks For Bathroom Maintenance ..11 The Floor Factor ..12-13 The Nose Knows: How to Resolve, Not Mask, Room Odor ..14 Tips and Tricks for Guestroom Tile, Carpet & A/C Coil Cleaning ..15 Cleaning vs. Disinfection in Lodging ..22 Tips and Tricks For Disinfecting ..23 The Clean Connection ..24 The Biggest Vacuuming Gaffes ..28 Operating Suppliers and Equipment (OS&E) Distributors ..34-35 All products and services are provided by the listed suppliers and not Wyndham Hotels & Resorts (WH&R) or its affiliates. Neither WH&R nor its affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any material on the listed supplier s website to which the advertisement provides a link or a reference.

3 Please refer to the applicable brand specifications for your property prior to purchasing s | | 32+1 HousekeepingProgramEcolab is here to help simplify procedures for your housekeepers, improve cleanliness for your guests, and drive total operational efficiency for your Clean you can See & Smell 2019 Ecolab Inc. All rights reserved. Get Peroxide Multi-Surface Cleaner & Disinfectant free when you buy Scrub free Bathroom Cleanerand New r oom refreshers! ALL PURPOSEBATHROOM CLEANERODOR CONTROLV anities | Bathroom FloorsToilets & Urinals | Mirrors High Touch Points*Showers & TubsLobbies | RestroomsPublic Spaces | Vanities FREEAPPROVEDSUPPLIERC ontact your local ecolab representative to place your order today or call Peroxide Multi-Surface Cleaner & Disinfectant, Scrub free Bathroom Cleaner and room refreshers through your Ecolab Representative in any of the participating sizes; refereNCe PrOMO CODe CLN to get the Peroxide (any participating size) for $0.

4 Promotion valid in USA only from July 1, 2019 through December 31, 2019. *Door Knobs, Light Switches, Remote ControlsAll products and services are provided by the listed suppliers and not Wyndham Hotels & Resorts (WH&R) or its affiliates. Neither WH&R nor its affiliates are responsible for the accuracy or completeness of any statements made in this advertisement, the content of this advertisement (including the text, representations and illustrations) or any mat erial on the listed supplier s website to which the advertisement provides a link or a reference. Please refer to the applicable brand specifications for your property prior to pur chasing 1 FreeBuy 2,HK2+ 186/24/2019 4:35:30 PMCreate a Clean, More Inviting Guest Room Environment CRITICAL TIPS & TECHNIQUES L L r Want to delight guests? Ensure repe at business? Travel site reviews confirm that it's not about the extras; it's diligent attention to the basics that matter most.

5 According to the Power 2014 North America Hotel Guest Satisfaction Index Study, of all the issues experienced by gu ests, an unclean room has the greatest negative impact on satisfaction. And that poor experience will not only prevent a guest from returning, but could very likely lead to a negative online review. Creating a clean and inviting guest room environment should be priority one for your housekeeping operation. As WynReview scores go up - so does RevPAR We've got the numbers to prove it. To help you achieve this critical operational goal, Strategic Sourcing assembled this comprehensive Guide of Cleaning tips, techniques and sup plier products to help you keep guest rooms clean and odor free - and guest reviews positive! YOU WANT THIS: "Refreshing surprise - Appreciated that roo m did not smell of room freshener. Family has allergies to many scents and were pleased that whatever freshener was used does not have an obnoxious odor.

6 " WynReview comment, June 11, 2014 NOT THIS: "The room had a bad odor and it really wasn't that clean. I wouldn't stay there again." WynReview comment, May 30, 2014 -r | | 5 ------------------ . -.;:.- CAUSES OF BATHROOM RELATED COMPLAINTS VANITY Bathroom surfaces looking old/worn Chrome fixtures need Cleaning or replacing Cracked/chipped mirrors SINK Dripping faucet Low water pressure Poor/slow drainage Grout -mold, stains Scratches/chips in porcelain sinks TOILET Toilet inoperable Toilet not flushing properly (keeps running) 5 TUB/SHOWER Dripping bath faucet (tap) or shower head Low water pressure Poor/slow drainage in bath Grout -mold, stains Chrome fixtures need Cleaning or replacing Calcium deposits on shower head Loose/damaged shower rods OTHER (not illustrated) Loose/damaged towel bar Dusty fan vents Inoperable fan vents Bathroom door lock broken Dirty door knobs Broken night-light in bathroom Inoperable G Fl socket Bathroom odor Inappropriate disinfection Identifying Commom Areas for Guest Complaints111111212131314141515161618192 02122232425261717122334455667788910106 | Preventative Maintenance & Cleaning GuideCAUSES OF GUEST ROOM RELATED COMPLAINTS Carpet stains or burns Fabric on furnishings stained Inadequately cleanedPTAC A/C too loud and doesn t keep the room at the right temperature Algae | fungi | slime-forming bacteria in drain panFilter needs cleaningCauses outside of the room unit (system issues)

7 SOFT FURNISHINGS ODOR Ineffectively cleaned bedspread, drapes Ineffectively cleaned carpetOTHER SOURCES OF ODOR Overuse of air fresheners Moisture in caulk or grout Water damage Guest initiated causes1234567891011124567 Preventative Maintenance & Cleaning Guide | JANUARY 2017 | | 7 The Hotel Maintenance Doctor is InSponsored by HD Supply Hospitality SolutionsQ: HOW CAN I ENSURE MY PROPERTY IS PREPAREDFOR PEAK TRAVEL SEASONS?A: YOUR LARGEST ASSET IS THE GUEST ROOM. IMPLEMENTING A Preventative MAINTENANCEPROGRAM WILL HELP YOU MAINTAIN YOUR PROPERTY AND IMPROVE YOUR GUEST SATISFACTION. HERE ARE SEVERAL STEPS TO CONSIDER: Look at what needs Maintenance , what shouldbe replaced and what just requires good old-fashioned Cleaning . Create a checklist for your guest rooms (suiteor standard) that includes floors, ceilings,furniture, fixtures, small appliances, lighting,doors, windows, PTACs, TVs and, of course, thebathroom.

8 Always look at your rooms from the guest sperspective. Stand in the shower, lie on the bed,use the furniture, etc. Act like a guest to get the guest experience. ENTRANCE Open the guest room door. Does it close automatically. Do the hinges squeak? Does the door need to be cleaned or repainted? Does the lock bolt firmly in place? Test the electronic and secondary locks to make sure they are in good working condition. Check the peephole to ensure it is clean and clear. Once inside the guestroom, walk the perimeter of the wall and take a 360 degree inspection of the room, working your way throughout the entire Does the toilet flush properly or does it keep running? Inspect the condition of the vanity, tiles, grout, caulking, and ceiling exhaust fan or vent. Enter the shower. Look at the grout/caulking and note necessary repairs. Cracks or holes in the shower can lead to moisture and mold in the walls, which can also cause odors.

9 Check for chrome that may need Cleaning or replacing. Inspect the showerhead. Clean any calciumdeposits and run the water to check the pressure. Test the tub stopper and the tub for standingwater. For slow drains, use the Zip-It drain cleaningtool. Using the tool quarterly for tubs and sinks isrecommended. Check the shower rod and curtain. Is the rod looseor damaged? Does the curtain move correctly? Test the faucet and fill the basin. Does the faucetdrip? Does the sink drain properly? Check thecaulking for cracks. Ensure towel racks are tight and secure. Check mirrors for cracks and chips; re-silver ifapplicable. Light fixtures/bulbs, vents and fansshould be clear of dust and other debris. The bathroom door should open, close and lockfirmly. Test the blow dryer and check the filter. Does thefilter need Cleaning or replacing? Inspect the cord/plug for damage and replace if necessary. Check the night-light and test all AND ELECTRONICS Inspect all furniture, including desks, chairs, tables,etc.

10 , for chips, scratches or damage. Dresser and nightstand drawers should open andclose smoothly and easily. Check batteries in remote controls, inspect alarmclocks, and check the cords on the TV and anyother electronic devices. Check the condition of the mattress and bed frame,as well as inspect for the presence of any bedbugs. Inspect all upholstered fabric for wear and DOORS Inspect for cracks and drafts. Make sure drapes work correctly, and pull cords and batons operate properly. If the room has a balcony/sliding door, the door should slide and lock properly. Adjoining room doors should be inspected just like the entrance from page 7 The Hotel Maintenance Doctor is InSponsored by HD Supply Hospitality SolutionsQ: HOW CAN I ENSURE MY PROPERTY IS PREPAREDFOR PEAK TRAVEL SEASONS?A: YOUR LARGEST ASSET IS THE GUEST ROOM. IMPLEMENTING A Preventative MAINTENANCEPROGRAM WILL HELP YOU MAINTAIN YOUR PROPERTY AND IMPROVE YOUR GUEST SATISFACTION.