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