01Arrival + house scan

Start with Claire’s full-house scan before touching the clean.

Log into your Deputy shift with the property Wi-Fi.

Do a full house scan before you begin cleaning. Open curtains and windows if weather allows, check the overall condition and note anything unusual.

Check carefully for guest belongings. Look behind doors, under beds, inside wardrobes and around living areas. Photograph lost property immediately and report it to Guest Experience.

Check for damage, breakages, maintenance issues or anything unusual.

Check access items and know where the garage remote is kept. The garage remote is kept in the linen cupboard in front of Suite 1. Use this if Matt isn't around.

Know where the backup key is kept. If there is no key in the lockbox, the spare key is just to the left of the rubbish bins in the position shown.

If anything is damaged, missing or unusual, take a clear photo and report it before continuing.

02Washing + dirty linen

Get washing moving early, then continue the clean while the machines work.

Work out what needs washing first and start the first load early. Prioritise linen and towels so the machines can run while you work through the house.

Strip all used beds and collect every used towel.

Sort dirty linen and towels and keep clean linen separate.

Check the linen cupboard and take what you need for the reset. The linen cupboard is directly in front of Suite 1.

03Restock house essentials

Top up what the next guests need now, so nothing is missed during the final reset.

Locate the house-essentials shed if you need additional stock. From the back of the house, head to the right and follow the reference sequence.

Restock guest essentials throughout the house before finishing rooms. Check toilet paper, bathroom supplies, kitchen essentials, rubbish bags, tea, coffee and other guest consumables.

Check spa towels are clean, stocked and presented correctly.

04Rubbish + recycling

Clear rubbish early, reset the bins, then keep an eye out for strays as you move through the house.

Remove all rubbish and recycling from inside the house and check the outside bins.

Replace bin liners and make sure spare rubbish bags are available.

Do a second quick rubbish sweep of bedrooms, bathrooms, kitchen and living areas.

05Bedrooms + room sign-off

Make the beds first, then finish and sign off each bedroom as a complete guest-ready space.

Suite 1 · Make and style the king bed.

Suite 2 · Make and style the queen bed.

Suite 3 · Make and style both twin beds.

Reset Suite 3 wardrobe and toy shelf.

Inspect every piece of linen carefully for hairs, marks or damage.

Dust bedside tables, lamps, ledges, skirtings and window surfaces.

Check under every bed and inside wardrobes for guest belongings.

Sign off each bedroom only when the bed, surfaces and room presentation are complete.

06Bathrooms

Work through every bathroom completely before signing it off.

Clean and reset the powder room.

Clean and polish the main shower and bath. Check the shower waste carefully for hair and debris.

Reset the main bathroom drawers.

Clean and reset the Suite 1 ensuite completely.

Polish all mirrors and tapware streak-free.

Present fresh towels neatly and top up toilet paper and bathroom essentials.

Check there are no hairs, water marks, fingerprints or residue anywhere.

07Kitchen + pantry

Clean first, then put every drawer, cupboard and station back to its Highland reference.

Host'd Housekeeping Rule #1Cups and glasses are never stored upside down.

Clean sink, benches and polish tapware.

Clean stovetop thoroughly.

Physically check and clean the oven, microwave and fridge. Remove guest food and check shelves, seals, trays and handles.

Empty and check the integrated dishwasher.Use the short reference video if you are unsure where it is.

Check dishwashing liquid, cleaning essentials and spare rubbish bags.

Check plates and bowls are clean and reset correctly.

Reset cutlery and knife drawers.

Reset kitchen utensils and measuring/baking tools.

Return serving and oven dishes to the correct drawer.

Check pots and pans are clean and reset both drawers.

Reset food-storage containers and extra pitchers.

Reset and top up the coffee and tea station.

Reset pantry drawers, shelf and glassware exactly as shown.

08Lounge + fireplace

Reset the living space so it feels calm, warm and completely untouched.

Clean and reset the lounge to the finished reference.

Fold and return throws neatly to the basket.

Clean and reset the fireplace area.

Dust all surfaces, décor, lamps and skirtings.

Clean TV screen and check the remote is present and neatly placed.

Check windows and glass for fingerprints or marks.

09Laundry + linen

Finish the washing flow, reset supplies and complete the dryer lint check every clean.

Reset laundry cupboards and supplies.

Check washer and dryer are empty, clean and ready.

Clear the dryer lint filter every clean. Open the dryer, locate the lint filter and vacuum it thoroughly.

Finish or transfer any remaining laundry and leave the laundry area tidy.

10Floors throughout

Floors are one whole-house job. Work methodically and finish with a slow visual scan.

Vacuum all bedrooms thoroughly, including edges and beneath furniture.

Vacuum lounge, hallways and living areas, moving light furniture where needed.

Vacuum bathroom floors and check behind doors and around edges.

Mop all hard floors and leave them clean, dry and streak-free.

Do a final floor scan for hairs, crumbs, lint or marks.

11Exterior + entryways

Finish the arrival experience outside. Only Highland-relevant exterior checks belong here.

Check the front entrance and guest arrival path are clean and welcoming.

Sweep exterior entry areas and remove cobwebs where needed.

Check around the rubbish-bin area is tidy.

Check exterior doors and accessible glass for fingerprints or marks.

Make sure nothing from cleaning has been left outside.

12Final whole-house walkthrough

Stop cleaning. Now follow Claire’s final flow and walk the entire property slowly as if you were the guest arriving for the first time.

The Host'd standardIt should feel as though nobody has stayed here before.

All made bedrooms are complete, beautifully presented and signed off.

Fresh towels are correctly placed and every bathroom is spotless, dry and stocked.

Kitchen is polished and all drawers, cupboards, pantry and coffee station are correctly reset.

Oven, fridge and dishwasher have been physically checked.

Guest essentials are stocked and nothing required for the next stay is missing.

Lounge, throws and fireplace are reset correctly.

Laundry is finished, dryer lint filter is clear and no dirty linen remains in guest areas.

All rubbish and recycling have been removed and bins are correctly reset.

No hairs, crumbs, fingerprints, cleaning cloths or cleaning equipment remain anywhere.

Floors, corners, entrances and outdoor arrival areas have had a final check.

TV remote, garage remote and guest keys are in their correct locations.

Wi-Fi, lights, heating, curtains, windows and doors are right for guest arrival.

Any damage, maintenance issues, lost property or low stock have been reported.

Walk the entire house one last time through guest eyes, slowly, from the entrance through every room.

House is secure, guest key is correctly returned and Deputy shift is clocked off.

Are you logged into your Deputy shift with the property Wi-Fi?

The Highland

Let's leave it beautiful.

Ready for our guests.