Purpose

This is the playbook we use at Borgo Santolina to keep every guest-facing space clean, orderly, functional, stocked, and ready without making housekeeping itself part of the guest experience. Our operating standard is simple: everything is clean, everything is checked, and guests rarely see the work.

Because one group occupies the estate at a time, the housekeeping day follows the guests rather than a rigid hotel route. We use the group itinerary, direct communication, and judgment to clean rooms and shared spaces at the least disruptive time while protecting privacy.

Principles

• Clean, check, reset. Cleaning removes dirt and disorder, checking catches missing supplies, damage, and maintenance problems, and resetting returns the room or space to its Perfect State.
• Make the work nearly invisible. Carts, vacuums, trash, dirty linen, open supply closets, and cleaning products should not become part of the guest view.
• Protect privacy before cleaning convenience. A room is serviced only when it is confirmed available, requested by the guest, or entry is required for a genuine safety emergency.
• Consistency comes before speed. We add staffing or change the workflow rather than lower the standard to fit the available time.
• Notice beyond cleaning. Housekeeping sees rooms more closely than almost anyone else and is expected to notice maintenance issues, missing equipment, low inventory, and presentation problems before a guest does.
• Handle guest property conservatively. When there is doubt about whether to move, discard, open, or handle something, leave it alone and ask.
• Use hospitality judgment. Timing, tone, and small personal touches matter, but personalization should feel natural rather than staged.
• A space is not finished because it is clean. It is finished when it looks right, works properly, is comfortably conditioned, is fully stocked, and matches the intended Perfect State.

Roles & Ownership

Housekeeping Team

We normally operate with two senior housekeepers during guest stays. Depending on the day, they own daily room service, common-area recovery, linen and towel handling, guest-area restocking, assigned house laundry, housekeeping storage and inventory, maintenance reporting, lost-and-found handling, deep-clean work, and arrival-room preparation.

Every team member shares responsibility for obvious presentation problems such as litter, abandoned glasses, displaced cushions, empty towel stations, or something clearly out of place. Housekeeping owns the cleaning system, but cleanliness is a whole-team responsibility.

Housekeeping Lead / Estate Manager

• Set daily priorities using the guest itinerary and actual guest movements.
• Confirm which rooms are available for service and which should not be disturbed.
• Coordinate special room setups, linen changes, accessibility needs, children, and recorded guest sensitivities.
• Adjust turnover staffing before the day begins and add help when the standard would otherwise be at risk.
• Inspect arrival rooms and key public spaces.
• Receive and route maintenance, damage, lost-item, privacy, and guest-property reports.
• Approve housekeeping products, PAR levels, storage locations, and equipment.
• Keep the Perfect State photo reference current.
• Ensure unresolved service or maintenance issues are recorded in Cortile or the current operating system rather than remaining only in someone's memory.

Supporting Teams

Food and beverage, property operations, wellness, pool operations, and other teams own the technical work inside their functions. Housekeeping owns or supports the guest-facing cleanliness and presentation assigned to it. When another team owns the underlying system, housekeeping still reports anything it sees that could affect readiness.

Scope & Staffing

Our housekeeping scope covers the 14 guest rooms and the guest-facing areas used by the group. The current accommodation mix is 10 ensuite rooms in the main Villa, three in the Casina, and one Church Suite.

Guest-facing scope includes rooms and bathrooms, hallways and stairs, Villa and Casina living areas, shared bathrooms, L'Antica Taverna, wellness and massage rooms, changing areas, the guest laundry room, pool and sauna guest areas, the three soaking-tub areas, terraces and pergolas, outdoor lounge and dining areas, and the pizza-oven and bocce area.

The culinary team owns food-preparation sanitation and the working kitchen. Trained pool staff own water testing, chemistry, mechanical systems, and technical safety checks. Housekeeping may clean guest-facing surfaces around these areas without taking ownership of the technical operation.

Turnover Staffing

Two housekeepers are the normal stayover team, but a full departure clean is staffed to the work rather than forced onto two people. Our current planning guideline is:

• 1 to 6 used rooms: normally 2 housekeepers.
• 7 to 10 used rooms: normally 3 to 4 housekeepers.
• 11 to 14 used rooms: normally 4 to 5 housekeepers, with additional linen or utility help when needed.

Management adjusts staffing for room condition, children, special setups, laundry volume, how much of the estate was used, and the time available between departure and arrival. These are planning guidelines, not a reason to reduce the standard.

Daily Operating Rhythm

Normal Shift

Housekeeping normally begins around 09:00 and finishes around 13:00 to 14:00, depending on occupancy and workload. We may start around 08:30 when the prior evening generated significant cleanup, outdoor areas need attention before summer heat, guests have an early departure or activity, or a special event requires an earlier reset.

Start-of-Shift Briefing

Housekeeping and the Manager begin with a short operational stand-up covering:

• Rooms confirmed available for service and rooms that should not be disturbed.
• Expected guest movements, activities, departures, and returns that affect cleaning.
• Checkouts, arrivals, room moves, cribs, cots, and other special setups.
• Rooms due for linen changes.
• Recorded guest requests, allergies, sensitivities, and accessibility needs relevant to housekeeping.
• Areas heavily used the previous evening.
• Maintenance items requiring follow-up.
• Priority public and outdoor areas.

Typical Cleaning Order

The order changes with the group. A typical day is:

• Complete a quick presentation walk and deal with obvious first-impression issues.
• Clean outdoor areas that are easier to handle before heat or before guests begin using them.
• Refresh high-priority shared bathrooms and guest areas.
• Service guest rooms as soon as each room is confirmed available.
• Clean remaining common areas while guests are elsewhere.
• Complete laundry, restocking, inventory, and deep-clean work when time allows.
• Finish with a final walkthrough and shift closeout.

If the group leaves for a morning activity, bedrooms generally become the first priority. If guests remain at the Villa after breakfast, housekeeping begins in areas they are not using and moves into rooms as they become available. Guests should never feel that they are delaying the team or being pushed out of a space so it can be cleaned.

Room Availability, Privacy & Entry

Releasing a Room for Service

A room is available for service only when the Manager or host has a reliable reason to release it. Examples include a confirmed off-property activity, direct confirmation that the guest is elsewhere on the estate, a guest request for service, or a confirmed checkout.

A closed or open door by itself does not prove that the room is vacant. Staff should not listen at doors, repeatedly check a room, or monitor guests more closely than the operation requires.

Internal communication should be simple and limited to what housekeeping needs, such as:

• "Room 6 is available for service."
• "Room 11 requested fresh towels only."
• "Room 3 should not be disturbed before noon."

If a guest unexpectedly returns while housekeeping is working, pause the work, clear equipment from the guest's path, and ask whether they would like us to finish, return later, or stop. We do not invent an activity merely to keep the guest away from their own space.

Room Entry Protocol

• Confirm that the room is expected to be vacant or that service was requested.
• Knock twice and clearly say, "Housekeeping."
• Wait approximately 10 seconds.
• Knock twice again and say, "Housekeeping."
• Wait again.
• Open the door slowly while saying, "Permesso, housekeeping."
• If there is any indication that a guest is inside, stop and withdraw unless the guest invites entry.

If a guest answers, greet them and ask whether they would like the room serviced now, later, or not at all. Never enter a room marked or communicated as Do Not Disturb unless management directs entry for a genuine safety or emergency reason.

Emergency Entry

In a genuine emergency, knock firmly, identify yourself, state that there is an emergency and that you are entering, and enter only when directed by the Manager or when immediate action is necessary to protect life or safety.

Daily Guest-Room Service

Guest rooms are refreshed daily when the room is available. The Housekeeping Checklist tab contains the detailed execution checklist. The main operating standards are below.

On Entry

• Open curtains or shutters as appropriate for the room and weather.
• Check immediately for unusual odor, leaks, excessive heat or cold, damage, or anything unsafe.
• Note the location of guest belongings so they can be respected and returned to the same general place.
• Confirm whether the room is due for a linen change.
• Report anything broken, unsafe, or unusual rather than cleaning around it and assuming someone else knows.

Beds, Linen & Towels

Beds are made and reset to the Perfect State every day. Linen is changed every third night during a stay, immediately when soiled, wet, stained, or damaged, whenever a guest requests it, and at every turnover.

Fresh towels are available whenever a guest wants them. Towels placed on the floor or otherwise clearly offered for replacement are replaced; towels still hung for use may be straightened and left in place. Wet, stained, or damaged towels are always replaced. Every towel is replaced at turnover.

Bathroom

Bathrooms are cleaned to a no-hair, no-water-mark, no-odor standard. Daily service includes the WC, bidet, sink, high-touch surfaces, shower or tub as needed, mirrors and glass, chrome, counters, waste bins, amenities, toilet paper and tissues, bath mats, towels, floors, drains, and an obvious check for leaks, loose fixtures, damaged caulk, or failed lighting.

Bedroom & Living Area

Daily service includes visible dust and debris, mirrors, floors, high-touch points, trash, furniture and decorative reset, curtains and shutters, glassware and assigned room supplies, and an obvious-function check of windows, screens, outlets, lighting, HVAC controls, luggage stands, hangers, steamer, hairdryer, robes, slippers, and other room equipment.

Guest Belongings & Trash

Guest belongings are handled as little as possible. We may neatly fold obvious clothing left on a bed, chair, or floor and return it to the same general location; arrange shoes already left together; loosely organize a charging cable without unplugging a device; or place a Borgo bookmark at the visible page of an open physical book when the book must be moved to clean.

We do not open luggage, personal bags, drawers, or wardrobes containing guest belongings; read papers or screens; move or count cash; handle valuables unless needed to prevent immediate damage; unplug devices without a clear reason; or throw away an item because it merely looks disposable.

Only discard items in a trash bin, obvious food waste or clearly empty abandoned packaging, or something the guest specifically asked us to discard. If there is doubt, do not throw it away.

Natural Personalization

Housekeeping can create small moments of care when they arise naturally. Examples from our working ideas include leaving a clean cloth beside frequently used glasses or a camera, placing an open book back with a bookmark, or having correctly sized robes and children's items ready before arrival. These are examples, not scripts.

More elaborate turndown or delight ideas, such as bedtime tea, local gifts, weather cards, lavender, or notes involving a child's stuffed animal, should follow the Hospitality or Delights standards and recorded guest preferences rather than becoming automatic housekeeping rituals.

Arrival & Turnover Readiness

Arrival Room Standard

Every arrival room is completely cleaned, inspected, and reset before the guest arrives. Housekeeping confirms:

• Correct bed and pillow configuration with fresh linen.
• A full set of fresh towels, bath mats, robes, and slippers as assigned.
• All bathroom amenities and guest-room equipment are present.
• Luggage stand, hangers, steamer, hairdryer, glassware, and other assigned supplies are ready.
• Windows, shutters, screens, lights, outlets, and HVAC are working.
• There are no visible maintenance defects, hair, dust, stains, fingerprints, water marks, or unpleasant odors.
• The room matches its current Perfect State photo.

For warm-weather arrivals, our working AC target is approximately 22°C. For cool-weather arrivals, the heating target is approximately 20°C unless management sets a different target for the conditions or guest preference.

Guest-Room Readiness Details

The room should also provide a deliberate place for luggage, effective blackout shutters for daytime sleep, at least one clearly visible usable power outlet in addition to bedside power, appropriate power adapters or converters when stocked, guest-room power that does not require a key card to function, and operable windows, shutters, and screens.

Bathroom amenity labels should be easy to read while remaining visually appropriate. Common forgotten items such as a toothbrush, toothpaste, razor, shaving cream, cotton swabs, cotton balls, floss, shower cap, sunscreen, bug repellent, and basic first-aid items should be in the room or readily available through the guest supply system.

Clean water glasses, wine glasses, and two one-liter bottles of water in the room.

Children & Accessibility

Child and accessibility setups are based on information collected before arrival. Depending on the booking, this may include a crib or cot, child bedding, child-size robe or slippers, approved babyproofing, removal of breakable items, accessible furniture placement, clear maneuvering space, unobstructed grab bars, and requested items within easy reach.

Turnover Day

Standard checkout is 10:00 and check-in begins at 16:00. Turnover is a coordinated readiness operation, not simply a deeper daily clean.

Before departure, management confirms the rooms used, arriving bed configurations, children and cot setups, accessibility needs, allergies or product sensitivities, early arrivals or late departures, special requests, and the staffing plan.

After departure, housekeeping:

• Conducts an immediate lost-item sweep.
• Ventilates rooms when appropriate.
• Strips all used beds and removes towels, robes, bath mats, and trash.
• Checks for damage and maintenance issues before cleaning.
• Cleans every used room and bathroom to arrival standard.
• Replaces all linen and towels and fully restocks guest supplies.
• Resets furniture and accessories.
• Completes assigned common and outdoor areas.
• Self-inspects and releases each room for Manager inspection.

Any issue that could delay readiness is reported as soon as it is discovered, not near check-in.

Final Pre-Arrival Walk

• No cleaning equipment, dirty linen, or trash is visible.
• Every arrival room has passed inspection.
• Shared bathrooms and public rooms are fresh and reset.
• Outdoor furniture and first-view areas are ready.
• Pool towels are stocked and the guest laundry room is clean.
• Spa and wellness guest areas are ready.
• Lighting, music, fires, flowers, welcome items, beverages, and other arrival elements are coordinated with the teams that own them.

Perfect State Standards

Management maintains a photo reference for every guest room and important public space in Cortile’s housekeeping module. It shows the intended bed and pillow arrangement, curtains and shutters, bedside tables, lamps, decorative objects, furniture, amenities, towel folds, robe and slipper placement, bathroom arrangement, and relevant child or cot variations.

Housekeeping uses the photos as the visual standard. If the desired setup changes, management changes the reference. Staff should not be expected to remember competing versions of the same room.

Common-Area Readiness

Common areas are recovered whenever they fall out of presentation standard, not only during one morning cleaning pass.

Villa, Taverna & Shared Bathrooms

Guest-facing rooms are kept free of abandoned glasses, plates, bottles, trash, dust, visible fingerprints, cobwebs, displaced furniture, and obvious maintenance issues. Shared bathrooms are checked repeatedly during active guest periods for clean fixtures and mirrors, dry counters, stocked paper and soap, empty bins, dry and safe floors, no visible hair, and no unpleasant odor.

Pool, Sauna, Soaking Tubs & Wellness

Housekeeping or assigned staff remove used towels and abandoned items, clean guest-contact surfaces, straighten furniture, keep towels stocked, clean changing rooms and bathrooms, and report any safety, water-quality, temperature, equipment, or maintenance concern. Massage rooms are reset after treatments with fresh linens, clean contact surfaces, clean floors, and restocked supplies.

Terraces, Pergolas, Gardens & Outdoor Guest Areas

Outdoor guest spaces are checked early in the day and as needed. Work includes glasses and trash, bird droppings, paving, tables, sofas and cushions, furniture reset, outdoor bins, and obvious condition issues. The pizza-oven and bocce area is kept guest-ready; ash is removed only when the oven is fully cold and the task has been assigned.

Laundry & Linen Operations

Guest Self-Service Laundry

We provide a self-service guest laundry room in the Casina. The experience should be simple enough that a guest does not need staff help to use it.

Guest-room information explains the laundry location, basic guidelines, and machine use. Laundry bags are provided in guest closets. Empty property laundry baskets left in guest rooms can be collected by housekeeping during service.

The laundry room should be well lit, clearly identified, clean, welcoming, and checked at least daily. It includes:

• Clear, well-presented machine instructions and usage guidance.
• Automatic detergent dispensing when practical, or pre-portioned approved guest detergent.
• A simple way to identify an active load without displaying unnecessary personal information.
• A large folding surface.
• Enough clean laundry baskets for normal group use; the source planning target was approximately ten.
• Current AM and PM readiness checks for cleanliness, lint, supplies, baskets, instructions, and obvious equipment problems.

Third-Party Guest Laundry & Dry Cleaning

For items that guests do not want to self-wash, we aim to maintain at least two trusted outside laundry or dry-cleaning providers. The Manager or designated host owns the handoff so the guest is not asked to manage a vendor.

When accepting items for an outside service:

• Review the items with the guest and create an itemized offsite laundry inventory.
• Record specific handling instructions such as dry cleaning, machine washing, temperature, or other restrictions.
• Explain the expected price and turnaround before the items leave the property.
• Provide the inventory and handling instructions to the vendor.
• Confirm the actual turnaround with the vendor and send the guest a written update, normally through the approved guest messaging channel.
• Bring the inventory to pickup and reconcile the returned items before leaving the vendor when practical.
• Return the clothing directly to the guest's room or hand it to the guest as agreed, with a fresh copy of the inventory.
• Record and escalate any missing, damaged, delayed, or incorrectly handled item immediately.

House Linen

• Keep clean and dirty linen physically separated.
• Contain used linen promptly and move it through the designated back-of-house route.
• Sort by linen type and treatment requirement.
• Separate stained or damaged linen for review.
• Never return questionable linen to clean stock.
• Keep clean-linen storage dry, clean, organized, and protected.

Storage, Equipment & Inventory

Storage Strategy

The storage plan is designed to reduce hauling through narrow guest corridors. Daily-use supplies, linen, and compact equipment should be staged as close as practical to the areas where they are used. Housekeeping stations remain closed and visually tidy when guests are present, and no cleaning chemical is stored where guests or children can access it.

Equipment Care

• Return equipment to its assigned location after use.
• Empty and clean vacuums as required.
• Clean mop heads, cloths, buckets, and brushes.
• Wash microfiber cloths using the approved process.
• Report poor performance or damage immediately.
• Do not continue using damaged electrical equipment.

PAR Levels & Ordering

We use PAR levels for linen, towels, robes, slippers, toiletries, cleaning products, laundry supplies, paper goods, trash liners, cloths, and replacement equipment so a normal guest stay or turnover cannot unexpectedly exhaust stock.

At least weekly, housekeeping counts the assigned storage areas, records actual quantities on the current inventory sheet, notes damaged or low equipment, and submits the count to management. Management updates the digital record in Cortile, reviews usage, and orders enough to restore PAR. If something reaches its reorder level early, it is reported immediately rather than waiting for inventory day.

Cleaning Products & Guest Sensitivities

Only approved products are used. Housekeeping follows manufacturer dilution and contact-time instructions, never mixes chemicals, uses required protective equipment, keeps products labeled and away from food, avoids heavily scented products in guest rooms, follows recorded guest sensitivity requirements, and stores products securely.

We should not describe any cleaning product as universally hypoallergenic. If a guest reports a sensitivity, stop using the suspected product in that guest's spaces and notify the Manager.

Allergy Response

Move the guest to a comfortable area, identify the likely trigger when possible, remove suspected products or linens, use a dedicated fragrance-free linen reserve, air the room thoroughly, use approved HEPA filtration when available, and complete a broader room reset if the trigger is unclear.

Maintenance Reporting

Housekeeping is a critical preventive-maintenance sensor. Report leaks, slow drains, broken lights, HVAC problems, loose fixtures, damaged furniture, cracked tile, failed caulk or silicone, window or screen problems, damaged outlets, unusual odors, pest evidence, mold or moisture, damaged linen, broken amenities, and anything unsafe as soon as it is found.

Do not assume someone else has already reported it. A room can be clean and still be unacceptable if something is broken.

Lost & Found, Guest Property & Sensitive Incidents

Valuables During a Stay

If cash, jewelry, passports, medication, watches, electronics, or other valuables are visible, clean around them and do not move them unless necessary to prevent immediate damage. Do not photograph or inventory a guest's valuables as part of normal housekeeping. Notify the Manager if there is a security concern.

Items Found After Checkout

Turnover includes a deliberate sweep of beds, visible room storage, bathroom shelves, shower areas, safes, curtains, chargers and outlets, furniture, the laundry room, pool, wellness areas, and common spaces.

When an item is found, identify where it was found, notify management, protect it in a suitable container, label it with room/date/location/staff member, and deliver it to management for the Lost and Found record and guest contact. Valuable items go directly to the Manager.

Claims, Damage & Privacy

Housekeeping never argues, speculates, assigns blame, or tries to settle a sensitive claim. If a guest says something is missing or damaged, or believes their privacy was violated, listen, stop handling the item or leave the space when appropriate, notify the Manager immediately, and provide only factual information you personally know.

If housekeeping damages guest property or may have discarded something in error, report it immediately and do not hide, repair, reposition, or make promises about the outcome. If an item may be in the trash, identify the likely bag or disposal route as quickly as possible so management can coordinate the search.

Deep Cleaning & Seasonal Readiness

Daily cleaning maintains the property. Deep cleaning prevents gradual decline. Before the season, every guest-facing and housekeeping area receives a complete deep clean and condition inspection. During the season, housekeeping works through a rotation when gaps between stays and staffing permit. Outdoor guest areas that housekeeping owns are included, not treated as someone else's problem.

Rotation A: Bedrooms

• Vacuum and inspect mattresses; rotate according to the mattress schedule.
• Detail headboards, bed frames, accessible slats, under-bed areas, lamps, and lampshades.
• Deep-clean upholstered seating.
• Clean unoccupied wardrobe and drawer interiors, drawer runners, safes, and behind movable furniture.

Rotation B: Bathrooms

• Detail grout, limescale, chrome, fixtures, shower hinges, and tracks.
• Inspect caulk and silicone.
• Deep-clean drains, extractor grilles, vents, vanity undersides, and accessible areas behind bathroom furniture.

Rotation C: Floors, Walls & Soft Furnishings

• Deep-clean rugs and carpets as appropriate.
• Steam or clean curtains as appropriate.
• Wash skirting boards, remove wall marks using the approved method, clean behind movable furniture, and detail corners, ceilings, and cobweb-prone areas.

Rotation D: Fixtures, Windows & Systems

• Detail windows, frames, shutters, screens, lighting fixtures, wall art, doors, handles, switches, and trim.
• Clean guest fridges and accessible HVAC grilles and vents.

Rotation E: Housekeeping, Laundry & Storage

• Deep-clean guest and house laundry areas.
• Run approved washing-machine cleaning cycles and clean machine exteriors.
• Clean dryer lint traps and accessible vents according to manufacturer instructions.
• Clean storage shelves and linen cupboards.
• Detail housekeeping equipment and review inventory condition.
• Replace worn tools, baskets, labels, or containers.

After Rotation E, return to Rotation A. Technical duct disassembly, electrical work, chimney or hot-oven work, mechanical servicing, and similar maintenance are completed only by trained staff or contractors.

End of Season

• Complete a full-property clean and condition review.
• Treat stains and separate damaged linen and equipment.
• Clean and dry storage areas and equipment before storage.
• Record repairs and replacement purchases required before the next season.
• Leave closed rooms and storage spaces in a condition that minimizes odor, moisture, and pest problems.

Quality Control & Training

Inspection

The person who cleans a room performs the first inspection. Before leaving, step to the doorway and look at the room as a guest would: smell, alignment, hair, water spots, floor edges, bed presentation, supplies, lights, temperature, working equipment, and the Perfect State.

Every arrival room and important pre-arrival common area receives a management inspection. During stays, management performs rotating quality checks. Missed standards are corrected quickly and privately; repeated issues become training topics. Inspection exists for consistency, not surveillance.

Training

Housekeeping training covers the service philosophy, privacy, Perfect State setup, daily and turnover cleaning, linen handling, guest property, room entry, chemical safety, equipment, maintenance reporting, lost and found, public and outdoor areas, laundry, inventory, deep cleaning, and how to interact naturally with guests.

The Training tab contains the phased pre-opening plan. The operating idea is consistency before speed and manageable training rather than overwhelming staff with the entire manual at once.

Operating Rhythm

• Short daily stand-up before housekeeping begins.
• End-of-shift closeout of incomplete rooms, requests, maintenance, lost items, inventory, equipment, laundry, and follow-up.
• Weekly team debrief during guest periods, with service wins recognized and individual corrective feedback handled privately.
• Periodic review of recurring misses, checklist usefulness, turnover timing, inventory accuracy, and storage friction.
• End-of-season debrief with each team member and a documented list of improvements for the next season.

Supporting References

• Housekeeping Checklist tab: daily-room, turnover, deep-clean, common-area, and laundry-room execution checklists.
• Laundry tab: self-service guest laundry, third-party laundry and dry-cleaning workflow, daily laundry-room checks, and open laundry decisions.
• Training tab: phased pre-season, practice-week, soft-opening, and in-season training plan.
• Action Items tab: unresolved storage, inventory, product, laundry, staffing, and implementation decisions.
• Perfect State photo reference: the visual source of truth for room and public-space setup.
• PAR and inventory lists: the live quantity and reorder references for each housekeeping station.

Housekeeping Checklist

Housekeeping Checklists

Purpose

These are working execution checklists for Housekeeping & Property Readiness. The main playbook governs the standard; these lists are used to make the work repeatable and inspectable.

Daily Room Checklist

Entry & Condition

• ☐ Room confirmed available for service.
• ☐ Room Entry Protocol followed.
• ☐ No unusual odor, leak, damage, excessive heat or cold, or safety issue.
• ☐ Maintenance concerns reported before the room is closed.

Bed & Bedroom

• ☐ Bed made to current Perfect State.
• ☐ Linen changed if scheduled, requested, soiled, wet, stained, or damaged.
• ☐ Pillows aligned and visible bedding smoothed.
• ☐ Visible surfaces and mirrors clean.
• ☐ Floors vacuumed or swept; hard floors mopped as needed.
• ☐ Visible debris removed from edges and around furniture.
• ☐ Furniture and decor reset.
• ☐ Trash removed according to the trash rule.
• ☐ Guest belongings handled conservatively and returned to the same general location.
• ☐ Windows, shutters, and screens checked for obvious condition issues.
• ☐ Lights, outlets, HVAC controls, and other obvious guest-facing equipment checked.
• ☐ Assigned room supplies restocked.

Bathroom

• ☐ WC and bidet clean and sanitized.
• ☐ Sink and counter clean.
• ☐ Shower or tub clean as needed.
• ☐ No visible hair.
• ☐ Mirrors and glass streak-free.
• ☐ Chrome and taps free of water marks.
• ☐ Towels refreshed as required.
• ☐ Bath mat clean and correctly placed.
• ☐ Amenities stocked.
• ☐ Toilet paper and tissues stocked.
• ☐ Bin emptied and clean.
• ☐ Floor clean and dry.
• ☐ No unpleasant odor.
• ☐ Drains, leaks, lights, fixtures, caulk, and silicone checked for obvious problems.

Final Check

• ☐ Room matches the Perfect State photo.
• ☐ Temperature is comfortable.
• ☐ Room smells neutral and fresh.
• ☐ Nothing is visibly crooked, missing, open, stained, or out of place.
• ☐ Door is secured on exit.

Turnover Room Checklist

Complete the Daily Room Checklist plus all of the following:

• ☐ Lost-item sweep completed.
• ☐ All used bed linen removed.
• ☐ All towels, bath mats, and robes replaced.
• ☐ Bed fully remade with fresh linen.
• ☐ Mattress and bed condition checked.
• ☐ Under-bed area checked and cleaned.
• ☐ Drawers, wardrobes, bedside storage, and other guest storage checked and cleaned after departure.
• ☐ Safe checked and reset.
• ☐ All surfaces fully dusted.
• ☐ Doors, handles, switches, trim, and high-touch points cleaned.
• ☐ Windows, frames, shutters, screens, and visible glass cleaned as needed.
• ☐ Shower glass, chrome, grout, and drains detailed as needed.
• ☐ All room equipment present and working.
• ☐ Amenities and guest supplies completely restocked.
• ☐ Correct bed configuration completed.
• ☐ Correct child or accessibility setup completed.
• ☐ HVAC set for arrival conditions.
• ☐ Room released for Manager inspection.

Deep Clean Checklist

Use this checklist for pre-season deep cleaning and the rotating in-season deep-clean program. The current property scope includes 14 guest rooms plus guest-facing indoor and outdoor areas.

Bedrooms

• Strip and replace all bed linen for arrival or pre-season setup.
• Make beds to Perfect State with aligned pillows.
• Vacuum and inspect mattresses; rotate according to the mattress schedule.
• Clean headboards, bed frames, and accessible slats.
• Clean thoroughly under beds and behind movable furniture.
• Clean inside unoccupied drawers, wardrobes, and bedside storage.
• Detail drawer runners and guest safes.
• Remove dust and cobwebs from corners, ceilings, fixtures, and trim.
• Detail lamps and lampshades.
• Deep-clean upholstered seating as appropriate.
• Clean mirrors streak-free.
• Clean doors, handles, switches, and skirting boards.
• Vacuum or sweep and mop floors as appropriate.
• Clean windows, frames, shutters, and screens.
• Check lighting, outlets, HVAC controls, and obvious room equipment.
• Confirm no forgotten guest item remains after checkout.

Bathrooms

• Clean and sanitize WC, bidet, and sink.
• Remove limescale from shower or tub.
• Detail chrome and taps with no water marks.
• Clean mirrors and glass streak-free.
• Detail tiles, grout, skirting boards, and accessible areas behind fixtures or furniture.
• Remove all hair from floors and drains.
• Deep-clean drains.
• Detail shower hinges and tracks.
• Clean extractor grilles and accessible vents.
• Clean vanity undersides.
• Inspect caulk and silicone for cracks, gaps, or deterioration and report defects.
• Replace towels and bath mats for arrival setup.
• Refill amenities for arrival setup.
• Empty and clean bins.
• Confirm no unpleasant odor.

Living Rooms & Common Areas

• Dust all surfaces, including accessible areas behind and under furniture.
• Clean tables, shelves, decorative items, art frames, and lamps.
• Vacuum sofas and cushions.
• Clean remotes, switches, handles, and other high-touch items.
• Remove cobwebs from ceilings and corners.
• Vacuum, sweep, or mop floors as appropriate.
• Clean windows and glass doors.
• Reset furniture, cushions, curtains, lighting, and decorative items to Perfect State.
• Complete a final visual check for symmetry, order, and condition.

Guest-Facing Dining & Kitchen Surfaces

• Clean assigned guest-facing worktops and splashbacks.
• Clean exteriors of assigned appliances.
• Polish guest-facing sinks and taps.
• Check and organize guest-facing dishes and glassware as assigned.
• Clean dining tables and chairs.
• Empty and clean guest-facing waste bins.
• Route food-preparation sanitation and working-kitchen cleaning to Food & Beverage.

Terraces, Pergolas & Outdoor Lounge Areas

• Remove bird droppings promptly.
• Collect abandoned glasses, bottles, plates, and trash.
• Sweep or clean paving.
• Clean tables, outdoor sofas, and cushions as needed.
• Arrange furniture neatly.
• Dry furniture after rain when practical.
• Empty outdoor bins.
• Report stained, torn, loose, or damaged outdoor furniture.

Pool, Sauna & Soaking-Tub Guest Areas

• Pool guest area tidy and visibly clean.
• Loungers, cabanas, side tables, and cushions clean and reset.
• Clean pool towels stocked and presented neatly; used towels removed.
• Changing rooms, guest bathroom, and shower clean.
• Sauna guest surfaces clean and free of unpleasant odor.
• Soaking-tub guest areas orderly.
• Floors clean and as dry and safe as reasonably possible.
• Abandoned drinkware, plates, and trash removed.
• Technical water, chemistry, mechanical, or safety concerns reported to the trained owner.

Taverna

• Dust visible and deep-clean surfaces as assigned.
• Clean seating and arrange cushions.
• Vacuum or clean floors.
• Clean doors, switches, remotes, and visible glass.
• Reset the space to the current Perfect State.

Massage Rooms

• Replace used linens and covers.
• Clean and disinfect treatment-table contact surfaces.
• Clean furniture and guest-touch surfaces.
• Clean bathroom and shower if used.
• Clean floors thoroughly.
• Restock assigned supplies.
• Reset room to Perfect State.

Pizza Oven & Bocce Guest Area

• Remove plates, glasses, food remnants, and trash.
• Sweep or clean the surrounding guest area.
• Clean guest-facing tables and seating.
• Reset furniture.
• Remove ash only when the oven is completely cold and the task is assigned.
• Do not perform maintenance or cleaning work on a hot oven.

Laundry & Housekeeping Storage

• Clean guest-laundry and house-laundry room floors, counters, folding surfaces, doors, and fixtures.
• Run approved washing-machine cleaning cycles and clean machine exteriors.
• Clean dryer lint traps and accessible vent areas according to manufacturer instructions.
• Clean storage shelves and linen cupboards.
• Detail vacuums, buckets, brushes, carts, baskets, and other housekeeping equipment.
• Check detergent, laundry bags, baskets, labels, and guest instructions.
• Inspect storage for moisture, odor, pests, damaged containers, and expired or unapproved products.
• Review equipment and inventory condition and report replacement needs.

Daily Laundry-Room Readiness Checklist

• ☐ Floor, folding surface, machines, and visible surfaces clean.
• ☐ Bins empty and no unpleasant odor.
• ☐ Lint addressed according to equipment instructions.
• ☐ Guest detergent and supplies stocked.
• ☐ Laundry baskets clean and available.
• ☐ Machine instructions and load-identification materials present.
• ☐ No obvious machine fault, leak, or unsafe condition.
• ☐ Abandoned or unclaimed loads escalated to the Manager.
• ☐ Low supplies or equipment problems reported.

Manager Inspection Prompts

• Does the room or area smell neutral and fresh?
• Is anything visibly crooked, missing, open, stained, or out of place?
• Is there any visible hair?
• Are glass and chrome free of water spots and streaks?
• Are floors clean into corners and under visible edges?
• Is the bed or furniture presentation correct?
• Are all guest supplies stocked?
• Are lights, HVAC, plumbing, and obvious guest-facing equipment working?
• Is the temperature appropriate?
• Does the room or area match its Perfect State?

Laundry

Laundry

Purpose

This tab is the operating reference for guest laundry and house-linen handling within the Housekeeping & Property Readiness Playbook. It incorporates the former standalone Laundry Playbook so the guest experience, daily readiness, linen handling, and outside-vendor workflow live in one place.

Guest Self-Service Laundry

We provide a self-service guest laundry room in the Casina. The standard is a simple, clean, ready experience that guests can use without needing staff assistance.

Guest-Room Setup & Information

• The in-room guest information identifies the laundry location and explains the basic guidelines and machine use.
• Laundry bags are provided in guest closets.
• Empty property laundry baskets may be left in the guest room for housekeeping to collect during service.

Laundry Room Standard

• The room is well lit, clearly signed, clean, orderly, and welcoming.
• Machine instructions are clear, durable, and easy to follow.
• Automatic detergent dispensing is preferred when the equipment supports it; otherwise provide pre-portioned approved guest detergent.
• Provide a large, clean folding surface.
• Maintain enough clean laundry baskets for the group. The original planning target was approximately ten.
• Provide a simple way for a guest to identify an active load without requiring unnecessary personal information to be displayed publicly.
• Keep any markers, labels, signs, and instructions in usable condition.
• Remove lint and obvious debris and report any machine fault promptly.

Daily Readiness Checks

The laundry room is checked at least daily and more often when heavily used. The final owner of the check should be assigned in the Action Items tab.

AM check:

• Floor, folding surface, machines, sink or counter areas, and visible surfaces are clean.
• Bins are empty and the room has no unpleasant odor.
• Lint traps and obvious lint accumulation are addressed according to machine instructions.
• Detergent and other approved guest supplies are stocked.
• Laundry baskets are clean, dry, and available.
• Load-identification materials and machine instructions are present.
• No machine shows an obvious fault, leak, or unsafe condition.
• Any abandoned or unclaimed load is escalated to the Manager rather than moved casually.

PM check:

• Remove discarded packaging, lint, and trash.
• Reset baskets and folding area.
• Check for damp items or abandoned loads that may need guest follow-up.
• Confirm machines are left in a normal, safe condition.
• Report low supplies or equipment problems before the next day.

Third-Party Laundry & Dry Cleaning

For garments a guest does not want to self-wash, we arrange an outside laundry or dry-cleaning service. We aim to maintain at least two trusted providers so one failure does not leave the guest without an option.

The Manager or designated host owns the chain of custody from guest collection through return. The guest should not need to coordinate directly with the vendor.

Collection & Vendor Drop-Off

• Review the items with the guest before accepting them.
• Create an itemized Offsite Laundry Inventory and give the guest a copy or digital record.
• Record specific handling instructions such as dry cleaning, machine washing, temperature, delicate treatment, or other restrictions.
• Explain the estimated price and turnaround before the items leave the property.
• Provide the inventory and handling instructions to the vendor.
• After the vendor confirms timing, send the guest a written confirmation through the approved guest messaging channel.
• Record the vendor, date, promised return time, guest, room, and any special instructions in the operating record.

Vendor Pickup & Guest Return

• Bring the inventory to vendor pickup and reconcile every returned item before leaving when practical.
• Address a missing, damaged, or incorrectly handled item with the vendor immediately and notify the Manager.
• Return clothing directly to the guest's room or hand it to the guest as agreed.
• Include a fresh copy or digital version of the reconciled inventory.
• Close the service in the operating record only after the items have been returned.

Pricing

The former Laundry Playbook stated that outside laundry would be passed through without markup. A later source comment questioned whether the property should charge for pickup and delivery time. That commercial decision is still open.

Until it is resolved, the operating standard is that the guest knows the expected charge before we send the clothing out and that any service fee or markup is explicit rather than hidden.

House Linen

• Keep clean and dirty linen physically separated at every stage.
• Contain used linen promptly and keep it out of guest corridors and visible common areas.
• Move dirty linen through the designated back-of-house route.
• Sort by linen type and treatment need.
• Separate stained, damaged, or questionable linen for review.
• Never return questionable linen to clean stock.
• Keep clean-linen storage dry, clean, organized, and protected.
• Maintain enough linen PAR to support the expected stay and turnover workload without emergency shortcuts.

Guest Laundry Exceptions

If a guest asks housekeeping to wash, press, or handle clothing outside the defined self-service or third-party process, refer the request to the Manager before accepting the item. Delicate, valuable, irreplaceable, or unclear-care garments should never be improvised on site.

If an outside vendor loses, damages, delays, or incorrectly treats an item, do not ask the guest to negotiate with the vendor. The Manager owns guest communication and coordinates the vendor response under the Hospitality and incident standards.

Open Laundry Decisions

• Finalize who owns the AM and PM laundry-room checks during guest stays.
• Finalize the guest load-identification method with a privacy-first design.
• Confirm the final machines and whether automatic detergent dispensing is available.
• Approve the guest detergent and any sensitivity-safe alternative.
• Confirm the laundry-basket PAR after testing the room with a full group.
• Select at least two outside laundry or dry-cleaning providers and document pricing, turnaround, handling limits, contacts, and backup arrangements.
• Decide the outside-laundry pricing model, including whether pickup and delivery are complimentary, passed through, or charged as a transparent service.
• Finalize the Offsite Laundry Inventory form and where the chain-of-custody record lives.

Supporting References

• Housekeeping & Property Readiness Playbook: governing standards for room service, linen changes, storage, inventory, guest property, and incident handling.
• Housekeeping Checklist tab: laundry-room cleaning and deep-clean tasks.
• Action Items tab: unresolved laundry setup, vendor, pricing, and ownership decisions.

Training

Housekeeping Training

Objective

The training program is designed to make the Housekeeping & Property Readiness Playbook usable in real work. We train consistency before speed, teach the reason behind the standards, and add complexity in stages so staff are not overwhelmed.

Orientation

Housekeeping participates in the general pre-season orientation before role-specific training. The goal is that each person understands the property, the guest experience, the team structure, and when to ask for help.

Orientation covers:

• Our hospitality philosophy and what a fully hosted stay should feel like.
• The guest journey and how a typical guest day moves through the property.
• Privacy and confidentiality.
• Property layout, guest and staff areas, and basic wayfinding.
• Emergency procedures and escalation.
• Staff communication and radio or messaging expectations.
• Appearance, comportment, and natural guest interaction.
• Employee policies, scheduling, call-out procedures, payroll basics, and other administrative topics covered in the Employee Handbook.

Core Materials

• Employee Handbook.
• Region and Property Information Guide.
• Practical English phrase list for staff who need language support.
• Housekeeping & Property Readiness Playbook.
• Housekeeping Checklists.
• Perfect State photo reference.
• PAR and inventory sheets.
• Room Entry Protocol.
• Lost and Found, valuables, guest-property, and incident procedures.

Phase 1: Pre-Season Deep Clean

Our working plan is for the core housekeeping team to begin roughly two weeks before the broader staff whenever the opening calendar permits. This gives time to learn the property while completing work that must happen anyway.

Initial training:

• Explain the Borgo service ideal and the housekeeping principle: everything is clean, everything is checked, and guests rarely see the work.
• Train consistency before speed.
• Walk all storage locations, linen routes, housekeeping stations, and guest-facing zones.
• Teach how checklists and inventory counts are completed and how issues are submitted to management.
• Demonstrate the Perfect State for every guest room and key public area.
• Train staff to notice and report maintenance, safety, supply, and presentation problems.

Deep-clean practice:

• Work through the Deep Clean Checklist zone by zone.
• Management inspects completed spaces and gives immediate, specific feedback.
• If a standard is missed, redo the work with coaching until the standard is clear.
• Use the deep clean to identify missing equipment, poor storage locations, awkward workflows, damaged items, and maintenance needs before guests arrive.
• At the end of the phase, complete a full simulated guest turnover and management inspection.

The aim of Phase 1 is not to memorize the entire manual. It is to understand the physical property, the cleaning standard, the checklists, and the escalation habits that will support everything else.

Phase 2: Owner / Practice Week

Use an owner stay or another low-risk practice stay before the first full-price guest group when possible. This is a safe week for learning the rhythm of cleaning around people rather than cleaning an empty building.

• Run the actual morning briefing, room-release, daily cleaning, laundry, common-area recovery, and closeout workflows.
• Management selects rooms and spaces each day for inspection.
• Practice timing without allowing speed to replace accuracy.
• Coach guest-facing comportment and discretion.
• Test occupied-room situations, late room availability, towel requests, quick refresh requests, and rooms with special setups.
• Have management work alongside staff when a setup or technique is not yet clear.
• Continue inspection training so housekeepers learn to see the property as a guest sees it.

A team meal or similar informal gathering can be used during this period to build camaraderie, but it is a culture practice rather than a housekeeping standard.

Phase 3: Soft Opening

Soft-opening stays should deliberately test the workflows that are hardest to simulate in an empty property.

• Use different guest itineraries and room-release times.
• Test variable arrivals, early departures, and heavily used common areas.
• Continue management inspections for dust, hair, bathroom detail, linen presentation, Perfect State accuracy, and timing.
• Test guest requests for towels, room refreshes, laundry help, or a missing amenity and verify that the request reaches the right person.
• Practice room-entry, guest-property, lost-item, privacy, maintenance, and sensitivity scenarios.
• Continue practical English coaching and property or region knowledge where useful for natural guest interaction.

Evaluation

• Arrival-room accuracy should be effectively 100 percent before the room is released.
• Rooms and key public spaces should match the current Perfect State.
• Staff should make sound privacy and workflow decisions without constant prompting.
• Inventory counts and maintenance reports should be accurate.
• Timing should become predictable without compromising the standard.
• Staff should be comfortable saying, "Let me find out," or "Let me ask the Manager," rather than guessing.

Phase 4: Season Open

Training continues after opening. The purpose is to prevent small misses from becoming normal.

• Management performs rotating room and common-area quality checks.
• Inventory counts are periodically audited against actual stock.
• Comportment, room entry, privacy, and guest-property handling continue to be observed.
• Inaccuracies are addressed privately and specifically.
• The daily stand-up is used for immediate operating changes and the weekly debrief for recurring patterns.
• Guest feedback, maintenance patterns, laundry issues, and storage friction become training inputs.
• Perfect State photos and checklists are updated when the actual operating standard changes.

Scenario Training

• A guest is still in the room during the normal service window.
• A guest returns while housekeeping is in the room.
• A room has a Do Not Disturb instruction.
• A guest asks for a service the housekeeper cannot personally provide.
• A valuable item is visible in the room.
• Housekeeping finds an item after checkout.
• A guest says an item is missing or damaged.
• An employee accidentally damages or discards guest property.
• A guest reports a cleaning-product or linen sensitivity.
• A room has an unexpected leak, odor, HVAC problem, or maintenance issue.
• An outside laundry item is delayed, missing, or damaged.
• The turnover workload is clearly too large for the scheduled team.

Training Standard

Housekeeping is ready for normal guest operations when staff can clean and reset rooms accurately, use the checklists without being dependent on them for every judgment, protect guest privacy, notice problems outside the narrow cleaning task, communicate clearly with management, and ask for help before a problem reaches the guest.

Speed is an outcome of repetition. It is not the first measure of competence.

Action Items

Open Decisions & Implementation Items

Purpose

This tab is the decision register for Housekeeping & Property Readiness. It preserves unresolved items from the original playbook, comments, the Laundry Playbook, and the rewrite. Detailed execution tasks should live in Cortile, Asana, or the current operating system once the decision is made.

Storage & Equipment

• Work with the housekeeping lead and the completed furniture plan to finalize the easiest way to carry daily supplies without visible carts or unnecessary trips through guest corridors.
• Create the final housekeeping storage map by zone, including clean linen, daily cleaning products, vacuums, dirty-linen staging, reserve supplies, and replacement equipment.
• Decide whether concealed bed-frame drawers or limited in-room linen storage improve the workflow after the final furniture and guest-storage needs are tested.
• Confirm which floor or zone receives a dedicated compact vacuum and other frequently used equipment.
• Label and document the final storage locations so training and inventory sheets match the physical property.

Inventory, PAR & Guest Supplies

• Create the final PAR and count sheet for each housekeeping storage area and define the single live system of record.
• Confirm who enters weekly counts into Cortile or the current system and who owns replenishment orders.
• Confirm the actual supplier-delivery schedule. Retire the historical Monday, Thursday, and Saturday 10:30 timing if it does not match the final operation.
• Finalize the guest-supply closet list and room amenity list, including forgotten toiletry items, sunscreen, bug repellent, power adapters, child supplies, and other complimentary items.
• Finalize the bathroom amenity supplier and product line. Keep the La Bottega / Lorenzo Villoresi reference as a legacy option until approved.
• Agree with Food & Beverage on the final arrival-room water, glassware, and wine standard and add it to the Perfect State reference.
• Confirm the monthly large-equipment inspection process and required replacement-equipment PAR.

Guest Rooms & Cleaning Standards

• Build and photograph the final Perfect State for every guest room and key public space, including crib, cot, child, accessibility, and other meaningful variations.
• Decide whether fresh flowers or botanical items will ever be placed automatically in rooms; if so, connect the decision to pre-arrival allergy and sensitivity information.
• Finalize the sensitivity-response reserve, including approved fragrance-free linen detergent, wash method, alternate cleaning products, and HEPA air-purifier setup with the linen supplier and Safety standards.
• Confirm the final list of baby and child supplies that housekeeping stocks versus items supplied only on request.
• Test the guest-return workflow when housekeeping is still cleaning a room or common area. The default should be to pause or relocate housekeeping work, not redirect the guest for staff convenience.
• Confirm whether turndown is part of the service model. If yes, create a separate simple checklist rather than mixing turndown into daily room service.
• Decide which 'moments of charm' belong in housekeeping and which should be governed by Hospitality or Delights.

Laundry

• Assign ownership of the AM and PM guest-laundry-room readiness checks.
• Finalize the guest load-identification method with a privacy-first design.
• Confirm final laundry machines and whether automatic detergent dispensing is available.
• Approve the guest detergent and a sensitivity-safe alternative.
• Confirm the laundry-basket PAR after testing the room with a full group; the original planning target was approximately ten.
• Select at least two outside laundry or dry-cleaning providers and document contacts, pricing, normal and rush turnaround, handling limits, cancellation or failure procedures, and backup arrangements.
• Decide the guest pricing model for third-party laundry, including whether pickup and delivery are complimentary, passed through, or charged transparently as a service.
• Finalize the Offsite Laundry Inventory form, guest approval method, vendor copy, and chain-of-custody record.
• Confirm how often property staff will make outside laundry runs and whether vendors can provide pickup and delivery without weakening the guest experience.

Checklists & Training Materials

• Review the legacy list of opening/closing, mid-shift, turndown, room, new-guest, exiting-guest, dining, Taverna, spa, Fornacella, and comportment checklists. Keep only those with a real operating purpose and move department-specific checklists to their owning playbooks.
• Add the Room Entry Protocol to the Employee Handbook or other employee-facing operating reference.
• Finalize the practical English phrase list for staff who need it.
• Finalize the Region and Property Information Guide used in pre-season training.
• Decide where service issues and housekeeping incidents are logged so management can review them daily and recurring patterns can be tracked.
• Test the revised Housekeeping Checklist tab during owner/practice week and simplify anything staff will not realistically use.

Staffing & Workflow

• Test the 1-6, 7-10, and 11-14 room turnover staffing guidelines during practice turnovers and revise based on real room timing.
• Confirm whether two core stayover housekeepers are sufficient once the completed property and outdoor-area workload are tested.
• Define how additional turnover, linen, utility, or common-area help is sourced on high-occupancy weeks.
• Confirm the final daily housekeeping communication channel and the minimum guest-location information needed to release rooms without over-monitoring guests.

Deep Cleaning & Readiness

• Assign ownership of each outdoor guest zone so housekeeping and Property Operations do not assume the other team is handling it.
• Confirm which deep-clean tasks require contractors or trained maintenance staff, including technical dryer vent work, HVAC servicing, electrical work, and hot-oven or chimney work.
• Build the seasonal deep-clean calendar around the actual 2027 booking pattern and staffing plan.
• Confirm the end-of-season closure checklist for moisture, pests, linen storage, equipment storage, and repair follow-up.

Open Commercial / Policy Interfaces

• Confirm with Hospitality the current guest-recovery authority for housekeeping-caused damage, lost items, privacy concerns, or meaningful room-readiness failures.
• Confirm with Safety, Security & Compliance the final chemical-safety, PPE, incident, and emergency-entry standards.
• Confirm with Property Operations how housekeeping maintenance reports become owned tasks and how urgent guest-impacting defects are escalated.
• Confirm with Finance, Technology & Administration the purchasing and approval workflow for PAR replenishment, replacement equipment, and outside guest-laundry charges.