Housekeeping SOP.docx

1、Housekeeping SOP HousekeepingStandard Operating Procedures HousekeepingStandard Operating ProcedureUpdate: Sequence of the Daily Room Cleaning ServiceObjectiveThis SOP is to ensure that the daily service has been done properly in accordance with the room attendant task list.ProceduresExample:Check g

2、uest name (from worksheet assignment list) Knock on the door Get guest amenities for assigned rooms Keep your cart and working areas organized Prepare the guestroom for cleaning Place caddy in bathroom Begin to clean the bathroom Clean the bathtub and shower area (remove shower head if possible and

3、deep clean carefully) Clean the toilet Clean the sink and vanity Clean bathroom floor Finish cleaning the bathroom Clean the guest room closet Make the bed Dust the guest room Replenish amenities and supplies, towels and bathrobes Strip-down bed, collect dirty linen and note down supplies needed to

4、be replenished Clean windows, line tracks and gaps Cleaning of balcony equipment and floor (if applicable) Check room for maintenance request; all TV channels, air-condition, all lights, hot and cold water and pressure, etc. Collect rubbish Check mini bar Remove dirty linen replace with clean linen,

5、 supplies and mini bar items from the pantry Clean closet and all furniture Replenish mini bar Quality check (arrangements, amenities) - use the standard check list only Cleaning of floor Close/Set curtain to standard Update status on telephone Exit room and secure door Update the room as cleaned on

6、 the worksheet assignment list RemarkDuring service of a guest room1.Fruit basket trays, room service items are to be removed to the HK pantry 2.Every maintenance order is written down for every room, and send to Engineering 3.Valuable items found in the room are recorded and informed to the Head of

7、 Department HousekeepingStandard Operating ProcedureUpdate: Room Attendant/Room Maid Tasks and ResponsibilitiesTasksFollow sign in/out procedures Follow key control procedures Follow the work assignment sheet General safety Enter the guest room Clean and dust the room Make up room Set up amenities R

8、estock the mini bar and prepare a charge slip Report and submit “Lost and found” items Maintain linen Assist in turn down service Any other tasks assigned by the Executive Housekeeper or his/her Assistant HousekeepingStandard Operating ProcedureUpdate: Key Control ProcedureObjectiveThis SOP is to en

9、sure that all keys are requested and returned in the correct order with reference to the issuer.Procedures1.A key for the assigned floor is issued from the Housekeeping Department. 2.The key is signed out in the key log book. 3.Name is signed next to the corresponding key number. Write in the time t

10、he key is issued. 4.Key(s) must be kept on a key chain holder (key holder is with the respective person at all times), or on the housekeeping trolley. 5.Return the key to where it was signed out. Sign in the sign-in section. HousekeepingStandard Operating ProcedureUpdate: Work Assignment SheetsObjec

11、tiveThis SOP is to ensure that all assignments are completed in a legible manner.Procedures1.Pick up the work assignment sheet at the Housekeeping Office. 2.The assignments will be written on the assignment sheets regarding the rooms to be done. 3.Prioritize the completion of tasks with; the arrival

12、 rooms to be completed first, then unblocked vacant rooms, and check-out rooms last. 4.Tick-off the rooms as they are completed. 5.Return the completed assignment sheet to the Housekeeping Office at the end of the shift. 6.All assignment tasks must be completed. If however the assignment sheet can b

13、e not completed within the given shift, the sheet is to be hand-over to the shift which is doing the turn down service. HousekeepingStandard Operating ProcedureUpdate: General Safety PointsObjectiveSafety is of everyones concern. Below is a list of some procedures to increase the safety of all hotel

14、 Housekeeping associates:Care should be taken when working with chemicals. Use rubber or cloth gloves when handling cleaning solutions and when emptying trash. Keep traffic areas clean and free of obstructions, i.e.; tools, equipment and cords. Do not overload trucks or trolleys so that one can not

15、see over the load. When moving tall trucks or tall pieces of furniture there should be at least two person involved. When transporting item such as mops from one place to another, hold the handle parallel to the body. Walk, never run. Put up notice signs before and while cleaning floors. Make sure t

16、hat cleaning solutions are correctly identified and properly diluted. Follow label instructions; never mix chemicals. Chemical equipment is kept separately and locked. When hands are wet or when standing on the wet/damp floor; do not touch light switches or handle electrical appliances. When unplugg

17、ing electrical equipment, do not pull the cord from a far distance, pull-out the plug from the socket. Never use equipment with defective electrical cords or plugs. If equipment is not functioning properly, have it repaired immediately. Long electrical cords from lamps or electrical fixtures should

18、be wrapped and tied properly to prevent tripping. If ladders are used, make sure they are firmly placed. There may be local regulations, which may require one person holding the base of the ladder while the other is on it. Know the location of the First Aid Box and fire extinguishers. Never reach in

19、to wastebaskets with unprotected hands. Loose or broken faucets, handles, grab-bars, soap dishes, broken chairs, dressers or tables must immediately be reported to the Head of Department. Tools of all kinds are a tremendous help, however to fully benefit from them and avoid accidents, each and every

20、 tool must be used properly and safely. Unplug any unattended appliance(s) you may find. Be alert to things, which may cause accidents. Report them to the Housekeeping Office. Report any unusual electrical equipment the guest may have brought in to the room. Look before walking through doorways, aro

21、und corners, out of elevators, out of rooms, etc. HousekeepingStandard Operating ProcedureUpdate: How to enter a Guest RoomObjectiveThis SOP shall ensure the correct procedure of how an employee can enter a guest room.Procedure (Cleaning of a guest room) Always assume that someone is in the room and

22、 allow them the time to get to the door.1. Before entering the guestroom:a) Softly knock on the guest room door/ring the bell.b) Wait 10 seconds and knock/ring the bell again if there is no answer.c) Announce yourself with name and department;“Good morning/afternoon/evening, this is Khun Somchai fro

23、m Housekeeping.”2. Wait for the guest to open the door.3. When the guest opens the door:a) Smile and greet the guest by name and with a “wai”.“Good morning/afternoon/evening Mr Brown.”b) The name is on the worksheet which will be kept with you for the information needed to servicethe guest. Names ar

24、e used at all times:“Good morning Mr. Brown would you like to have your room cleaned now?”4. If the guest wants the room serviced at this time:a) Before entering a guest room, always ask for permission:“May I enter you room Mr. Brown?” go in quietly and begin.b) You shall make conversation with gues

25、t, but refrain from asking personal question.“How are you today, did you plan any sightseeing tours for today?”, “Did you ever visit our Spabefore?”5. If the guest request that you return later:a)Ask at what time you should return. “What time would be convenient for you Mr Brown?” b)Thank the guest

26、and leave quietly. “Thank you and have a beautiful morning/day/evening/night Mr Brown?” c)Note the return time requested. d)If the request is after 16:00, notify the Floor Supervisor or Executive Housekeeper that the room can be assigned to the afternoon shift. HousekeepingStandard Operating Procedu

27、reUpdate: How to enter a Guest RoomProcedure (Cleaning of a guest room) - Continued6. If the guest refuses the service:a)Offer fresh, clean towels and amenities and to empty the bin. “How about some fresh and clean towels Mr Brown?” b)Make a note on the worksheet. 7. If the guest room has a “Do not

28、disturb” sign or is double-locked.a)Slip a service card under the door at 16:00. b)If the guest does not call, or if it is after 16:00, notify the Housekeeping coordinator to call the guest to determine what time he/she would like the room cleaned. “Dear Mr Brown, I have noticed that your room has n

29、ot been cleaned today, would you like to have your room cleaned now? What time would be convenient for you?” c)If there is no answer after 24 hours, please contact the Floor Supervisor or Executive Housekeeper to check by a follow-up call or in person. Other rules for entering of guest rooms1.Associ

30、ate is positioned in front of the guestroom door. 2.Housekeeping cart is placed in front of the open door. 3.Before the associate allows a guest to enter an open room, associates makes sure the guest has a valid key for the room. 4.Guests with no or non-valid key are not allowed to enter the room. 5

31、.Guests requiring a room key are referred to the front desk and informed that this is a Dara Hotels & Resorts Security Procedure. 6.Associates of the Housekeeping Department do not unlock guestroom doors for guests at any time. HousekeepingStandard Operating ProcedureUpdate: Guest Room Service Standards/RequirementsGuest Room Service Standards/Requirements1.Housekeeping service is available 24 hours per day for special requests. This may not apply to certain Resort/Hotel and properties. 2.Show roo