Housekeeping SOP.docx

Housekeeping SOP.docx

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HousekeepingSOP

Housekeeping

StandardOperatingProcedures

Housekeeping

StandardOperatingProcedure

Update:

SequenceoftheDailyRoomCleaningService

Objective

ThisSOPistoensurethatthedailyservicehasbeendoneproperlyinaccordancewiththeroomattendanttasklist.

Procedures

Example:

•Checkguestname（fromworksheetassignmentlist）

•Knockonthedoor

•Getguestamenitiesforassignedrooms

•Keepyourcartandworkingareasorganized

•Preparetheguestroomforcleaning

•Placecaddyinbathroom

•Begintocleanthebathroom

•Cleanthebathtubandshowerarea（removeshowerheadifpossibleanddeepcleancarefully）

•Cleanthetoilet

•Cleanthesinkandvanity

•Cleanbathroomfloor

•Finishcleaningthebathroom

•Cleantheguestroomcloset

•Makethebed

•Dusttheguestroom

•Replenishamenitiesandsupplies,towelsandbathrobes

•Strip-downbed,collectdirtylinenandnotedownsuppliesneededtobereplenished

•Cleanwindows,linetracksandgaps

•Cleaningofbalconyequipmentandfloor（ifapplicable）

•Checkroomformaintenancerequest;allTVchannels,air-condition,alllights,hotandcoldwaterandpressure,etc.

•Collectrubbish

•Checkminibar

•Removedirtylinenreplacewithcleanlinen,suppliesandminibaritemsfromthepantry

•Cleanclosetandallfurniture

•Replenishminibar

•Qualitycheck（arrangements,amenities）-usethestandardchecklistonly

•Cleaningoffloor

•Close/Setcurtaintostandard

•Updatestatusontelephone

•Exitroomandsecuredoor

•Updatetheroomascleanedontheworksheetassignmentlist

Remark

Duringserviceofaguestroom

1.Fruitbaskettrays,roomserviceitemsaretoberemovedtotheHKpantry

2.Everymaintenanceorderiswrittendownforeveryroom,andsendtoEngineering

3.ValuableitemsfoundintheroomarerecordedandinformedtotheHeadofDepartment

Housekeeping

StandardOperatingProcedure

Update:

RoomAttendant/RoomMaidTasksandResponsibilities

Tasks

•Followsignin/outprocedures

•Followkeycontrolprocedures

•Followtheworkassignmentsheet

•Generalsafety

•Entertheguestroom

•Cleananddusttheroom

•Makeuproom

•Setupamenities

•Restocktheminibarandprepareachargeslip

•Reportandsubmit“Lostandfound”items

•Maintainlinen

•Assistinturndownservice

•AnyothertasksassignedbytheExecutiveHousekeeperorhis/herAssistant

Housekeeping

StandardOperatingProcedure

Update:

KeyControlProcedure

Objective

ThisSOPistoensurethatallkeysarerequestedandreturnedinthecorrectorderwithreferencetotheissuer.

Procedures

1.AkeyfortheassignedfloorisissuedfromtheHousekeepingDepartment.

2.Thekeyissignedoutinthekeylogbook.

3.Nameissignednexttothecorrespondingkeynumber.Writeinthetimethekeyisissued.

4.Key（s）mustbekeptonakeychainholder（keyholderiswiththerespectivepersonatalltimes）,oronthehousekeepingtrolley.

5.Returnthekeytowhereitwassignedout.Signinthesign-insection.

Housekeeping

StandardOperatingProcedure

Update:

WorkAssignmentSheets

Objective

ThisSOPistoensurethatallassignmentsarecompletedinalegiblemanner.

Procedures

1.PickuptheworkassignmentsheetattheHousekeepingOffice.

2.Theassignmentswillbewrittenontheassignmentsheetsregardingtheroomstobedone.

3.Prioritizethecompletionoftaskswith;thearrivalroomstobecompletedfirst,thenunblockedvacantrooms,andcheck-outroomslast.

4.Tick-offtheroomsastheyarecompleted.

5.ReturnthecompletedassignmentsheettotheHousekeepingOfficeattheendoftheshift.

6.Allassignmenttasksmustbecompleted.Ifhowevertheassignmentsheetcanbenotcompletedwithinthegivenshift,thesheetistobehand-overtotheshiftwhichisdoingtheturndownservice.

Housekeeping

StandardOperatingProcedure

Update:

GeneralSafetyPoints

Objective

Safetyisofeveryone’sconcern.BelowisalistofsomeprocedurestoincreasethesafetyofallhotelHousekeepingassociates:

•Careshouldbetakenwhenworkingwithchemicals.

•Userubberorclothgloveswhenhandlingcleaningsolutionsandwhenemptyingtrash.

•Keeptrafficareascleanandfreeofobstructions,i.e.;tools,equipmentandcords.

•Donotoverloadtrucksortrolleyssothatonecannotseeovertheload.

•Whenmovingtalltrucksortallpiecesoffurniturethereshouldbeatleasttwopersoninvolved.

•Whentransportingitemsuchasmopsfromoneplacetoanother,holdthehandleparalleltothebody.

•Walk,neverrun.

•Putupnoticesignsbeforeandwhilecleaningfloors.

•Makesurethatcleaningsolutionsarecorrectlyidentifiedandproperlydiluted.

•Followlabelinstructions;nevermixchemicals.

•Chemicalequipmentiskeptseparatelyandlocked.

•Whenhandsarewetorwhenstandingonthewet/dampfloor;donottouchlightswitchesorhandleelectricalappliances.

•Whenunpluggingelectricalequipment,donotpullthecordfromafardistance,pull-outtheplugfromthesocket.

•Neveruseequipmentwithdefectiveelectricalcordsorplugs.

•Ifequipmentisnotfunctioningproperly,haveitrepairedimmediately.

•Longelectricalcordsfromlampsorelectricalfixturesshouldbewrappedandtiedproperlytopreventtripping.

•Ifladdersareused,makesuretheyarefirmlyplaced.Theremaybelocalregulations,whichmayrequireonepersonholdingthebaseoftheladderwhiletheotherisonit.

•KnowthelocationoftheFirstAidBoxandfireextinguishers.

•Neverreachintowastebasketswithunprotectedhands.

•Looseorbrokenfaucets,handles,grab-bars,soapdishes,brokenchairs,dressersortablesmustimmediatelybereportedtotheHeadofDepartment.

•Toolsofallkindsareatremendoushelp,howevertofullybenefitfromthemandavoidaccidents,eachandeverytoolmustbeusedproperlyandsafely.

•Unpluganyunattendedappliance（s）youmayfind.Bealerttothings,whichmaycauseaccidents.ReportthemtotheHousekeepingOffice.Reportanyunusualelectricalequipmenttheguestmayhavebroughtintotheroom.

•Lookbeforewalkingthroughdoorways,aroundcorners,outofelevators,outofrooms,etc.

Housekeeping

StandardOperatingProcedure

Update:

HowtoenteraGuestRoom

Objective

ThisSOPshallensurethecorrectprocedureofhowanemployeecanenteraguestroom.

Procedure（Cleaningofaguestroom）

Alwaysassumethatsomeoneisintheroomandallowthemthetimetogettothedoor.

1.Beforeenteringtheguestroom:

a）Softlyknockontheguestroomdoor/ringthebell.

b）Wait10secondsandknock/ringthebellagainifthereisnoanswer.

c）Announceyourselfwithnameanddepartment;

“Goodmorning/afternoon/evening,thisisKhunSomchaifromHousekeeping.”

2.Waitfortheguesttoopenthedoor.

3.Whentheguestopensthedoor:

a）Smileandgreettheguestbynameandwitha“wai”.

“Goodmorning/afternoon/eveningMrBrown.”

b）Thenameisontheworksheetwhichwillbekeptwithyoufortheinformationneededtoservice

theguest.Namesareusedatalltimes:

“GoodmorningMr.Brownwouldyouliketohaveyourroomcleanednow?

”

4.Iftheguestwantstheroomservicedatthistime:

a）Beforeenteringaguestroom,alwaysaskforpermission:

“MayIenteryouroomMr.Brown?

”goinquietlyandbegin.

b）Youshallmakeconversationwithguest,butrefrainfromaskingpersonalquestion.

“Howareyoutoday,didyouplananysightseeingtoursfortoday?

”,“DidyouevervisitourSpa

before?

”

5.Iftheguestrequestthatyoureturnlater:

a）Askatwhattimeyoushouldreturn.

“WhattimewouldbeconvenientforyouMrBrown?

”

b）Thanktheguestandleavequietly.

“Thankyouandhaveabeautifulmorning/day/evening/nightMrBrown?

”

c）Notethereturntimerequested.

d）Iftherequestisafter16:

00,notifytheFloorSupervisororExecutiveHousekeeperthattheroomcanbeassignedtotheafternoonshift.

Housekeeping

StandardOperatingProcedure

Update:

HowtoenteraGuestRoom

Procedure（Cleaningofaguestroom）-Continued

6.Iftheguestrefusestheservice:

a）Offerfresh,cleantowelsandamenitiesandtoemptythebin.

“HowaboutsomefreshandcleantowelsMrBrown?

”

b）Makeanoteontheworksheet.

7.Iftheguestroomhasa“Donotdisturb”signorisdouble-locked.

a）Slipaservicecardunderthedoorat16:

00.

b）Iftheguestdoesnotcall,orifitisafter16:

00,notifytheHousekeepingcoordinatortocalltheguesttodeterminewhattimehe/shewouldliketheroomcleaned.

“DearMrBrown,Ihavenoticedthatyourroomhasnotbeencleanedtoday,wouldyouliketohaveyourroomcleanednow?

Whattimewouldbeconvenientforyou?

”

c）Ifthereisnoanswerafter24hours,pleasecontacttheFloorSupervisororExecutiveHousekeepertocheckbyafollow-upcallorinperson.

Otherrulesforenteringofguestrooms

1.Associateispositionedinfrontoftheguestroomdoor.

2.Housekeepingcartisplacedinfrontoftheopendoor.

3.Beforetheassociateallowsaguesttoenteranopenroom,associatesmakessuretheguesthasavalidkeyfortheroom.

4.Guestswithnoornon-validkeyarenotallowedtoentertheroom.

5.GuestsrequiringaroomkeyarereferredtothefrontdeskandinformedthatthisisaDaraHotels&ResortsSecurityProcedure.

6.AssociatesoftheHousekeepingDepartmentdonotunlockguestroomdoorsforguestsatanytime.

Housekeeping

StandardOperatingProcedure

Update:

GuestRoomServiceStandards/Requirements

GuestRoomServiceStandards/Requirements

1.Housekeepingserviceisavailable24hoursperdayforspecialrequests.ThismaynotapplytocertainResort/Hotelandproperties.

2.Showroo