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TRAINING & DEVELOPMENT: WESTGATE HOTELS

SOP - Housekeeping – Babysitting Service

Purpose:

As per the management policy the Hotel should arrange the baby sitter who has license or any

hotel staff who had been trained in child care service to provide such service to the guest.

This SOP shall ensure that babysitting service is available and all relevant details are informed to

the customer.

Procedure:

When a request for babysitting service is received from the guest the Housekeeping staff

should note down below details on the „Babysitting Request Form‟:

Room number

Guest Name

Duration of babysitting service

How many babies/children to be taken care.

The child‟s/children name and age.

Confirm the charges to the guest.

Child‟s like and dislikes

Emergency contact number from the guest.

If the baby sitting service to be arrange from outside then liaise with the service provider

(outsource company) to confirm the charges and booking.

Explain the charges to the guest and confirm how the charges will be made. The guest

can pay cash to the baby sitter directly or charge it to the room account through pay out

cash voucher right after the service.

Reconfirm the booking with the service provider (outsource company) once again.

Prepare the baby-sitter disclaimer letter for the guest and Executive Housekeeper‟s

approval.

Babysitter should arrive 15 minutes prior the booking time, and escorted by the HK

supervisor / Duty Manager to the guest room.

Introduce the baby-sitter to the guest.

Return the baby-sitter disclaimer letter with guest‟s signature to the Housekeeping office.

Babysitter should take care of the below:

Should not allow the baby/child to play with electrical appliance, water taps, matches,

guest belonging except toys.

Should not carry the baby outside the guest room unless emergency.

Should report to the Housekeeping Manager or Duty Manager in case of injury or illness

to the baby.


SOP – Housekeeping – Bed Making

Preparing for Bed Making:

Remove soiled bed linen from the bed.

Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is

not straighten it and make sure the mattress and box spring are even.

Always adjust the mattress with your leg and not with your back to avoid any injuries.

If the mattress pad is stained then remove it.

Get a clean mattress pad and place it on the mattress:

Lay the fresh pad on the bed.

Unfold the pad right-side up and spread it evenly over the centre of the bed.

Smooth out any wrinkles.

Mattress pads / mattress protector comes in different size, be sure to use the correct size.

Make sure you have the correct size sheets.

Do not use a stained or torn sheet. Place them immediately in your solid linen bag.

Take three fresh sheets and 04 pillow cover / slips as per the bed size.

Making the bed:

Pull the bed a little away from the headboard.

Spread the 1st bed sheet and tuck the bottom side of the bed except for the four corners.

Take the loose end of the sheet, about a foot from the corner at the head of the bed and

pull it straight out, foaming a flap. Pull up the flap so it is flat.

Tuck in the free part of the corner.

Pull the flap out toward you and down over the side of the bed. Tuck the flap in.

Move to the corner at the foot of the bed on the same side of the bed and repeat the

procedure.

Spread the second sheet the wrong side up, from the edge of mattress.

Put Quilt 6” lower than the 2nd sheet.

Spread the third sheet over the quilt.

Fold the second sheet above the quilt and the third sheet and make a fold approximately

6” to 8”.

Tightly tuck the sheets under the mattress.

Go towards the foot of the bed and tightly tuck the second sheet, quilt and third sheet

together.

Maitre the corners.

Inset the pillows into the new pillowcase and tuck in the loose ends.

Repeat this process for the other pillows.

Place the pillow on the bed with the tucked edges facing the centre and the tucked flaps

on the other side of the pillows.


Position the bedspread on the bed with equal amounts hanging over both sides and the

foot of the bed.

Report to the supervisor if you notice stains or tears in the bedspread.

Smooth the bedspread over the pillows to the head of the bed.

Tuck the remaining of the bedspread under the front edge of the pillows.

Smooth the surface of the bed.

Check the bedspread for evenness on both sides.

Push back bed towards the side of headboard in the exact position.

All the four corners of the bed is mitered properly. Bed linen is stain free and properly

pressed. Bed has to be firm.

Distance of the pillow from Headboard to the fold of the bed is approximately 20”.


SOP – Housekeeping – Cleaning Bathroom

tiles and Mirror

Cleaning tiles:

Apply diluted cleaning solution on to the scrubber and scrub top to bottom ensuring

dirt/hair are removed from the tiles.

Clean small area of the tile and grout and then dry with a sponge.

Wet sponge with hot water and remove detergent.

Tiles have to be cleaned daily with diluted Cleaning solution.

They have to wipe dry, leaving no body fats or streaks on the tiles.

Recheck all tiles to ensure no dirty streaks are left on the tiles.

Care has to be taken around toilet and bathtub to make sure all tiles are dry.

Wipe all surfaces with a dry cloth.

Cleaning mirrors:

Use a damp sponge with water only to wipe the mirror.

Glass cleaner is not recommended for cleaning mirrors because it may leave streaks.

Dry and polish the mirror with a dry cloth.

Wipe entire area of glass.

Check for smudges and re-wipe.

From a distance check the mirror for stains and marks and leave the mirror spotlessly

clean.

All glass surfaces have to be clean and shiny.

Cleaning of drain:

Spray small amount of cleaning solution on the drain cores.

Scrub with Scrubber on top and below of drain cores.

Wash with clean water.

Mop the drain cover and remove any ace of water from the drain cores or holes.

Drain holes not to have signs of dirt building or moping. They are to be left smelling

fresh.


SOP – Housekeeping – Cleaning Shower

curtain and Bathtub

Shower curtain Cleaning:

Dip the shower curtain in Luke warm water and few drops of diluted cleaning solution.

Soak the shower curtain for 1/2 an hour.

Scrub the curtain nicely from the lower part of the curtain.

Scrub off soap buildup with a brush.

Push the shower curtain liner against the wall.

Wipe the edges and across the bottom of the liner.

Wash gently with lots of water.

Spread on discarded sheet in the pantry.

Spread shower curtain on top of the sheet.

Wipe it thoroughly.

Shower curtain has to wipe with discard towel on daily basis.

Make sure the shower curtain is dry and free of stains.

Washing of shower curtain has to be done once in every fortnight.

Hang back the shower curtain in the bathroom.

Arrange the shower curtain and liner.

Cleaning Bathtub:

Scrub the tub and skid strips / bath mats.

Fill about one inch of water into the bathtub.

Add the cleaning solution and scrub the strips as necessary with the scrubber.

If necessary step inside the tub for through cleaning.

Make sure that the strips are white after cleaning.

Drain the water.

Spray the all purpose cleaner on the bathtub and wipe it with a clean cloth.

Look for any hairs and soap remains.

Polish all chrome fixtures with a dry cloth.


SOP – Housekeeping – Cleaning Sink and Vanity area

Materials Required for cleaning:

A Clean washcloth or hand towel, a sponge, cleaning cloths, a stiff brush and cleaning

supplies.

Make space for cleaning:

Move guest toiletries when necessary.

Place a clean wash cloth or hand towel on that spot and keep the guest toiletries on it.

Move the guest toiletries with the washcloth or towel.

Wipe the light fixture, towel racks, and other bathroom fixtures.

Neatly arrange them once the cleaning is completed.

Wash the ashtrays, wastebasket and washbasin:

Spray a little diluted LOC in the washbasin.

Scrub inside the washbasin and the tap fixtures with nylon scrubber.

Scrub the vanity counter and the side shelves with diluted solution of LOC.

Wash with generous amount of water.

Wash the ashtrays and wastebasket with your sponge, rinse them out in the sink and dry

them with a clean cloth.

Set the clean ashtrays aside in the wastebasket.

Rinse your sponge and cleaning clothes as needed.

Remove the sink stopper.

Clean surface area:

Spray cleaning solutions on the sink, stopper, overflow and main sink drains, fixtures and

vanity.

Use a stiff brush to clean overflow holes in the sink as dirt often collects in sink overflow

drains.

Using a sponge wipe all the surfaces.

Polish with a dry cloth to prevent water spots.

Wipe dry with towel discard the entire vanity counter, side shelves and inside the

washbasin.

No watermarks on the chrome features or the counter.

Dust below the vanity counter, wooden shelves and inside the vanity counter cupboard,

which conceals the bottle trap and the plumbing fixtures.

Sweep and mop below the vanity counter. Vanity counter has to be spotlessly clean with

no spots or marks.


Cleaning chrome (Taps and fixtures):

All chrome in the bathroom are wiped with a damp cloth, and then polished with a dry

rag.

All chrome items are free of watermarks, smears, to make them shiny. These include the

polished taps, showerhead, soap holder, toilet paper holder, and towel rack and towel rod.

All chrome fixtures are cleaned and polished dry showing no smears, dirty marks or

fingerprints.


SOP – Housekeeping – Control Desk

Activities

House Keeping Control Desk:

The Housekeeping control desk is the nerve centre of the Housekeeping Department.

It is the one point contact for all Housekeeping activities which also controls, co-

ordinates and keeps a constant link among the various activities taking place at

different locations by Housekeeping staff. And also people associated with

Housekeeping within the Hotel premises.

Coordinates with the Front office for room status. updation and sorting out room

discrepancy issues.

Coordinates with the maintenance department regarding guest room maintenance

issues.

Registers / reports maintained in Housekeeping control desk:-

Departure register:

To keep track of change of status of guest rooms from Dirty to Clean for re-selling. It also acts as

a control book for Mini bar consumption checking in check out rooms.

Expected Arrival Register:

Keep track of arrival of pre-registered guests as regards profile/VIP status, timing, pax, any

special request.

Room Status Report:

Shows the list of all room in the hotel with their current room status, ( Eg: Dirt Vacant, Vacant

Clean, Dirty Clean, OOO – Out of order, OOS – Out of service etc. )

Guest call Register:

To note down any relevant messages pertaining to guest rooms and adjoining areas.

E.g. Maintenance, requests, special instructions etc. It helps in keeping a track of the completion

of the activity and the duration of the same.

Mini bar and Laundry Posting Reports:

Shows the list of postings / sales under the revenue head Laundry, Mini Bar, Dry Cleaning Etc.


Control desk checklist:

To keep track of all keys, key cards, “I need it now” cupboard items etc during changeover of

shifts.

Missing item Register:

Any item placed in guest rooms [other than consumable items] found missing in a departure

room is recorded in this Register after duly informing the Lobby Manager on duty.

Breakage Register:

Any breakable item found damaged/broken or that opts damaged/ broken while handling is duly

recorded in this Register.

Lost and Found Register:

Any personal item/article of guest found anywhere in the Hotel premises is recorded in this

Register with the relevant details.


SOP – Corridor Cleaning and Minibar / Mini

fridge Cleaning

Floor Corridor cleaning:

Floor corridor must be cleaned at least once a day based on guest traffic and

occupancy.

Sweep the corridor from corner to corner with feather brush.

Dust the fittings and skirting with a duster.

Mop the floor with long handle mop.

Clean the corridor in parts.

Corridors with carpet have to be vacuumed.

Corners and edges of the carpet are cleaned with the nozzle of the vacuum cleaner.

Carpet shampooing should be scheduled only during off season or low occupancy.

Dust the light fittings, artwork frame and glass with feather brush and duster.

Any burned-out light bulbs should be replaced.

Air supply vents and sprinklers should be also dusted and checked for proper

functioning.

If any fingerprints or smudges found on the corridor wall then the same to cleaned

immediately.

Fortnightly clean all shaft niches, sculpture and silk fabric.

As a final step the room attendant should also clean the front and back of the

emergency exit door.

All corridors have to be spotlessly clean at all times.

Mini Fridge / Mini Bar Cleaning and defrosting:

The Mini bar should be always clean and smells free at all the time.

Remove all the bottles and Min bar amenities.

Switches on the defrost switch.

Place discard or towel inside the fridge, so that the water does not drip.

Wipe the fridge dry and clear off water stains.

Switch on the fridge.

Replenish all the supplies / amenities.


SOP – Housekeeping – Departmental Policy

setup

Department orientation:

On the first day all new staff is introduced to all the Executive/ Supervisors of

Housekeeping.

They are shown the Housekeeping office, laundry and uniform/linen room.

They are shown all other administrative offices and public areas.

They are shown some of the rooms, pointing out fire exits, pantries, and location of fire

alarms and location of service lifts.

All staff on their first day in Housekeeping is given a brief tour of the areas that comes

under Housekeeping.

Shift Briefing:

At the commencement of the shift, Executive/ Supervisor on duty to take the briefing.

Information regarding new happening, group arrivals or departure, VIP‟s in house etc.

included in the briefing.

Guest comments cards (GSTS) and all other important departmental information to be

conveyed.

Information about guest birthday and anniversary.

Housekeeping Executive or Supervisor carries out the briefing at the commencement of

the shift.

The briefing should take maximum of 10 to 15 Mints.

Staff Hotel access:

Staffs are not permitted on premises more than 1/2 hour before shift starts.

Staffs are not permitted in premises more than 1/2 hour after duty ends unless working in

the department.

Staffs are not permitted in premises on off days.

No visitors of staff are allowed inside the premises unless permitted by the management.

Staffs adhere to hotel rules regarding time of admittance on premises.

Grooming & Hygiene of staff:

All employees have to present themselves in a neat and tidy manner constant with the

physical environment they work in.

All employees should wearing company uniform on duty.

Shower daily.

Brush your teeth regularly


Keep hair free of lice, dandruff.

Do not chew gum, tobacco

Wash hands regularly

Gargle after smoking and have a breath freshener.

Marking of attendance and duty:

At the commencement of every shift, the Housekeeping Executive/ supervisor marks the

attendance of all staff.

Staffs are allocated different areas according to the duty roster.

Duties and Attendance of all Housekeeping staff is marked at the commencement of each

shift by Housekeeping Executives/supervisors at the control Desk.

There should be only supervisor for a staff.


SOP – Housekeeping – Dusting Guest Rooms

Dusting doors and windows:

From your caddy basket take a duster.

Fold duster into four folds.

Sprinkle with dusting solution and dust inside and outside of each door, frame and

wooden window frames.

For areas which cannot be reached use a feather duster and remove the dust and cobwebs.

Dusting mirrors and fixtures:

If mirrors are having wooden panels then dust them.

Wipe the mirrors with a damp cloth / sponge.

Wipe them again with a clean dry cloth from top to bottom

Dust the picture frames with the dusting cloth and Wipe them again with a cloth sprayed

with surface cleaner to give a polished finish.

Dusting dressing table and night stands:

Wipe the side, front, edges and top using dusting cloth.

Open the drawer and wipe inside in case of departure room.

Polish all surfaces using a cloth sprayed with surface cleaner solution.

Wipe and disinfect the telephone:

Pick up the receiver and listen for the dial tone.

Report any issues found on the telephone to the engineering department.

Spray disinfectant on the wiping cloth and wipe the mouthpiece and earphone.

Repeat the same steps on other room and bathroom telephones.

Dusting furniture’s:

Remove any items on the table.

Wipe the table surface with a wiping cloth sprayed with surface cleaner.

Start cleaning from the top and work towards the base and legs of the table.

Dust and wipe all chairs.

Dust all lamp shades and other fittings.

Dusting LCD TV, I-Pod dock and Alarm clock:

Turn off the TV, as it is easier to spot the dirt on the black surface.


For cleaning the LCD screen use, use a soft, clean, lint free, dry cloth or a microfiber.

Never use Never use cleaning fluids, wax, or chemicals to clean the LCD screen.

Wipe the frames of the TV with the same cloth.

Use a microfiber cloth to clean other electronic gadgets in the room.

General dusting Tips:

Wipe gently removing dusts and fingerprints.

High dusting that cannot be reached with cloth is with a feather brush.

Dusting is done with A/c on and main door open for aeration of room.

All areas are dusted with duster or feather brush whatever appropriate.


SOP – Housekeeping - Entering rooms and

greeting guests

Entering guestrooms:

Houseman knocks the guestroom door thrice.

Announce. “Housekeeping”

Wait for two minutes.

Open the door.

Announce yourself and enter the room.

Greeting of guest:

On seeing a guest, the staffs are greeting the guest depending on the time of the day along

with a smile.

Use th guest name when known.

Staffs have to greet the guest with a smile depending on the time of the day:

– 11.59 - “Good morning”

12.00 – 17.59 - “Good afternoon”

18.00 – 23.59 - “Good evening”

Answering guest queries:

Find out the exact details required, by listening carefully and noting it down.

Ask appropriate questions about requirements.

Confirm all the details back to the guest at the time of enquiry to ensure correct

information.

Give the required information. If it is a matter which will take time, tell the guest-

specified time in which you are able to get back to him.

All guest queries have to be listened to attentively and dealt immediately in a smiling,

courteous manner.

Staffs have to take personal responsibility for the guest queries and get back to the guest

within the specified time.


SOP – Housekeeping – Extra bed and sofa

cum bed making

Make extra beds / Roll away beds:

Only Sheets and blankets are used for making extra bed.

Refer the room boy allocation sheet to find out which the list room numbers where the

extra bed to be placed.

The procedure for making a extra bed is similar to that of standard bed making.

Place the blanket and tuck it and the top sheets tightly at the foot and then on both side of

the bed.

Bed sheets may be larger than the extra bed mattress and may require special care when

tucking on all sides to give a smooth appearance.

Place the pillows neatly on the bed and check the overall appearance of the bed.

Sofa Cum / Wall Bed:

Check the room allocation sheet to find out if a wall bed to be setup.

Be careful to avoid injury when opening sofa beds / wall beds.

Check the room allocation sheet to find out if a wall bed to be setup.

A wall bed folds up into the wall and looks like a bookshelf when folded.

If a guest plans to use the room during the day time then remove the pillows from the

sofa-cum bed and then fold it into a sofa.

Place the pillows on the closet shelf or on the drawer below the luggage rack.


SOP – Housekeeping – Floor pantry

maintaining and cleaning

Each housekeeping floor / sections will have a floor pantry to keep the par supply of linen,

cleaning supplies, guest stationeries and amenities.

The floor pantry should always have the linen required for that floor in circulation.

Normally the floor pantry should be ideally located near the service elevator.

Should have locked shelves to store linen and supplies

The Room boy / attendant have to clean the pantry while beginning the shift and

while ending the shift.

Pantry has to be neat and tidy always.

All the racks on the shelves have to set with linen.

The floor is swept thoroughly with Domex / Floor Cleaner / Bleach.

Dust all the racks and pipes on a daily basis.

Sweeping and mopping of pantry is done once in the morning after removing the

trolleys, and once at the end of the shift.

The pantry has to be scrubbed with teepol solution once in a week.

The dustbin has to be emptied, washed and dried on a daily basis.

Water cooler area is scrubbed daily and kept dry and clean.

Washbasin is scrubbed and cleaned daily.

Floor supervisors should check the floor pantry for cleanliness on a daily basis


SOP – Housekeeping – Key control

procedures Housekeeping staffs should have a good knowledge about the types of keys and locks used in the

hotel

Issuing floor keys to room maids:

Issue the floor key to room maids only after getting the signature on the key register.

Room maids should never give the floor key to any guest or other hotel staffs.

Collect keys at the end of each shift:

When room attendants return the room key ask them to sign on the key control register.

Return the keys to the security department and get signature from the security staff who

is taking over the keys.

Handle grand master keys and section master keys:

Only people authorized to check out grand master and section master keys should handle

them.

If un authorized staff wants to handle these keys for any special cases, then a proper

approval must be taken from either Asst. Housekeeping manager or Executive

Housekeeper.

Do a follow up with the staff who was taken these keys if the same is not returned in

stipulated time. If you find anything suspicious then report the same to the managers.

Control Emergency Key:

Emergency key should be stored in a key locker with a breakaway seal.

Only in case of emergency the seal shall be broken to take the key.

Open the sealed envelope and take the necessary key from it.

Give the emergency key to the appropriate personnel.

Whenever the emergency key is taken the same shall be mentioned on the housekeeping

log and also on the key register with the detail explanation of the incident.

Return the key to the emergency locker.

Handle Lost keys:

In case any keys are lost then inform the HK executive / supervisors immediately.

Record the same on the lost key register.

Mention the a detail note on the lost key register with Date, Room attendant‟s name,

reason for the loss if any, remarks.

After receiving approval from executive housekeeper prepare a new set of the lost key

(Electronic keys) for metal keys give new requisition to maintenance.

Take regular key inventory:

Perform floor key inventory every one to two weeks.

If any keys are missing and follow the steps under „Handle lost keys‟.


SOP – Housekeeping – Lost and Found

procedures

An item left behind by guest either in the room or in public area identified by any staff and

brought under the notice of Housekeeping is termed as “Lost and Found” item.

There should be one dedicated location to receive lost and found items whether it is

found in guestrooms, meeting rooms, public area or restaurants.

The lost items must be secured in a locked closet or area that has highly restricted access.

Employees are instructed to bring items to lost and found area, with valuables receiving

immediate attention.

All items received to be recorded in a lost and found register.

All items regardless whether it is valuable, non valuable items and perishable items must

be recorded on the Lost and found register.

Items should be put in a plastic bag noting the serial number from the register, place

found, date, name of the person found the item etc.

Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be stored in a

locker.

If the Property management system has Auto trace functionality then put a trace on the

guest profile stating the there is a lost item held with the housekeeping department.

Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )

When guest calls up the hotel to ask about the lost item, only the person who maintains

the lost and found register should revert to the call.

Once the item is sent to the guest / collected by the guest authorized person an

appropriate entry to be made on the system.

Sample lost and found register:

SN DATE TIME AREA ITEM DETAILS FOUND

BY

COLLECTED

BY

ADDRESS DATE SIGN


The lost and found items are classified as follows:

Valuable items.

No valuable items.

Perishable items.

Valuable items :

One separate Register is maintained for Valuable lost and found items and the items are

kept in a safe Deposit Locker.

Valuable items are kept for a period of six months ( as per the hotel policy),

If there is no response from the guest, auction to be conducted.

Non valuable items:

These category items are kept for three months in safe custody after making necessary

entries.

If there is no response from the looser till the time, these items are to be disposed off. Eg:

To be distributed to the finder.

Perishable items:

Perishable nature lost and found items are kept for three days.

In case of any quarry and need to keep further is to be done accordingly.


SOP – Housekeeping – Packing for Out of

Order rooms In some cases a guest room has to be taken out from inventory due to various maintenance

works.

Below are few reasons when the room is taken under Out of Order ( OOO ):

A/C leakage

Bathroom leak

Ceiling leak

Carpet replace

Window Glass broken

Repainting

False ceiling repair

Room Ceiling Fungus appearing

Blockage / Leakage in bathroom etc.

The housekeeping department is responsible to pack the guest for the maintenance team

to start their work.

Packing help to protect and prevent other areas in the rooms from damage due to dust,

moisture, paint etc.

Depending upon each kind of maintenance activity the room boy should pack the room.

Below items are packed in most of the cases:

All the furniture

Guest supplies

Accessories

I pad-dock

TV

Home Theatre / surround systems.

In Room Lightning and Temperature control systems.

Drapery

Linen

All fittings & fixtures and heavy items like bed to be covered.

Carpet to be either rolled or covered with plastic or discard sheets.

W/C seat to be covered and tied with polythene.

Heavy items

Fixtures.

All artwork, lamps.

Fittings have to be covered and kept aside.

Entire carpet has to be covered wall to wall.

Strip bed of all linen.


Mattress protector, curtain swag, bed valence & bedcover to be sent for dry-cleaning.

Pillows, shower curtain and small items to be packed, numbered and kept in store.

All supplies & stationery to be packed numbered and stored.

Small furniture to be numbered and kept in the store.


SOP - Housekeeping – Pest Control It is the management policy that pest control is carried out on a regular basis and that the

Housekeeping Department has an overall responsibility to co-ordinate between the contractors

and all departments.

Purpose :The purpose of this policy is to ensure that the Hotel premises are refrained from all

pests, to ensure problem areas can be identified and effective measures can be taken promptly

and to ensure that the minimum disturbance is caused to the operation of the Hotel and our guest.

Procedure

If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects etc. in

any area of the Hotel they should immediately report it to the Housekeeping Department.

Housekeeping Staff will record the details in the Pest Control Log Book. The Format is

as follows:

Date

Time

Description of Pest Problem

Location of Pest Found

Date of Pest Treatment Appointment

Job Completed on.

Staff accompanied.

Signature

Housekeeping Manager is to review the Pest Control Log Book weekly to ensure the proper

treatment is complied with.

Housekeeping floor supervisor or the Housekeeping manager should co-ordinate with the

pest control contractor for monthly schedule and urgent implementation arrangement of

ad-hoc pest control.

Housekeeping Manager will advise other department of the schedule and the type of

treatment used for pest control, so the necessary safety measure can be taken by the

concerned department Eg. Covering of food, cancelling of table settings etc.

Pest control contractor will be guided and accompanied by Housekeeping staff for

security and job performance control purpose.

Types of Pest Control service:

There are three basic treatments in controlling pests:

Rodenticide Treatment (e.g. Laying of rat bait)

Insecticide Treatment (e.g. Spraying of Insecticide)

Flying Insects Control (e.g. Fumigation).

Areas Covered- All guest rooms, guest floor pantries, pipe duct rooms and both stair

ways.

Treatment – Spray plus laying and checking of rat bait.

Frequency – Every second month during daytime.

/formats/house-keeping/331-pest-control-sheet.html


Pubic Areas

All pubic areas, corridors, loading bay all toilets, general store, male and female changing

rooms, rubbish rooms, lobby and front desk, floor terracing areas, driveway, workshop

and engineering areas.

Treatment – Spray plus laying and checking of rat bait

Frequency – Monthly during overnight

Kitchen and Restaurants Areas

All F&B outlets i.e. All kitchens, staff canteen and restaurants.

Treatment – Spray plus laying and checking of rat bait, fumigation

Frequency – Monthly during overnight


SOP – Housekeeping – Prepare guest room

for cleaning

Remove room service equipments from room:

Pickup all room service equipment and move it to the floor pantry.

Move the room service cart / trolley to the floor pantry.

Inform the room service / IRD department to clear the trays / trolley from guest room /

floor pantry.

Never place the room service trays or trolleys on the guest corridor or the service

elevator.

Removing rubbish:

Collect recyclable items such as (Newspapers / Aluminum cans, glass bottles, News

paper bags etc.) and place them either in the bag or on the floor pantry.

Empty the waste paper basket and ashtray on to the garbage bag.

Pick up all the rubbish and put it in the rubbish bag.

All rubbish removed from room upon entering that room, and placed in rubbish bag on

trolley.

Extra care should be taken with broken glass, razor etc.

Remove all disposal items like ash, cigarette buds etc. into the dustbin.

Keep ashtrays and glassware under washbasin tap to wash.

With lukewarm water and teepol, clean the ashtrays and glassware with the help of

sponge.

Wash liberally with water.

Wipe with a lint free cloth.

After drying, place back the items in the appropriate place.

Ashtrays and glassware are spotless and clean.

Use a dry tissue to collect hair from the vanity, toilet, bath tub and floor.

Do not throw away any guest property that may be wrapped in a tissue.

Cleaning of ashtrays and glassware.

Collect all ashtrays and glassware.

Emptying dirty linen:

Remove any guest clothing from the bed and neatly lay it across the back of the chair.

If there is any personal items on the bed then remove them and place it neatly on the

table.

If it‟s a departure dirty room then if you find any guest items and record the same as lost

and found item.


Remove all dirty linen from the room and put everything in the space provided for storing

soiled linen in the R/A trolley.

When the dirty linen is at level with the top of the trolley, empty the linen and collect in

the pantry.

All the dirty linen removed from room and put in linen bag in the trolley.

Do not use guest linen and towels for cleaning the guest rooms.


SOP – Housekeeping – Restock bathroom

supplies

Restocking of Bathroom supplies:

Bathroom amenities/ supplies have to be replenished daily.

Check the facial tissues in the box and replace if empty.

Attention to each detail and make sure that the facial and toilet tissue should not be

empty.

Remove the protection tab from the tissue box and then pull one tissue and fold in a

triangular shape. This will ensure that the other tissues will come out easily when pulled.

At any given time a full set of standard supplies has to be available in the room.

Not to replenish supplies bottles till the time it is 1/4 bottle of the content.

Not to replenish soap till the time it is not less than half the size.

List of sample supplies used in bathroom:

Shampoo

Foam bath

Moisturizer

Shoe shine

Disposable bag

Mouthwash

Tissue Box

Sewing kit

Shower cap

Comb

Amenities tray

Soap etc.

Replacement of toilet paper in Dispenser:

Check if there are any rolls that need replacing.

Remove the empty rolls and put in the dustbin.

Replace the toilet tissue roll when there is less than one third left.

Replace them with the new ones.

Install the roll so that the paper feeds over the top away from the wall.

Fold the ends of the rolls neatly in triangle shape.

The toilet roll dispensers have to be one complete roll or half at all times.


SOP – Housekeeping – Servicing of guest

rooms

Servicing of Occupied Rooms:

All occupied rooms are serviced twice daily and as and when requested by the guest.

Enter the room according to the procedure of entry to guestrooms.

Clear the garbage according to the procedure of removal of garbage from dustbins.

Collect the soiled linen and throw in the linen bag.

Make the bed, follow the bed making procedure.

Perform dusting of the room.

Vacuuming of carpet and the upholstery maintenance.

Clean Bathroom.

All amenities are replenished in bathroom. (Maintain photograph for standard amenity

placement)

After servicing the room following facilities function to be checked.

Television

All Telephones

All Bulbs.

Any in room Entertainment system.

Servicing of vacant room:

Room has to be spic and span at every given time.

Knock the door.

Switch on all lights.

Open heavy and sheer curtains.

Remove turn down service.

Put bed cover.

Do the dusting.

Replenish water and ice.

Mop bathroom flooring with disinfectant.

Vacuum the carpet if necessary.

Close sheer curtain.

Heavy curtain should be half closed.

Put of all the lights.

Give final looks and shut the door.


Servicing of vacant dirty room:

Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with

fresh ones. Left guest items to be deposited at Housekeeping control Desk.

Knock and enter the room.

All drawers and cupboards are checked for any lost and found of guest.

All dustbins are cleared of garbage.

Soiled linen to be removed.

Bed is made according to procedure for bed making.

Dusting of room is done.

Vacuum upholstery and carpet.

All glassware and Ashtrays have to be cleaned.

All guest amenities in room have to be replenished.

Bathroom is cleaned according to procedure.

Replenished amenities in the bathroom.

All items used by the previous guest are changed with fresh ones.

All maintenances are noted and given to the Engineering department.

Inform room status to the Housekeeping control desk.


SOP – Housekeeping – Taking messages and

handling complaints

Taking messages in HK control Desk:

While taking a message the following procedure has to be followed:-

Name of the person for whom the message is intended.

Name of the person leaving the message.

The contact number of the person leaving the messages.

Date, Time, and Initials.

Details of the Guest request / Messages.

Request forwarded to Staff.

Status of the request.

Repeat and confirm the message / request with the guest/caller.

Pass on the message immediately to the concerned person or department.

When taking a message, staff member has to ensure to collect accurate and adequate

information and pass it on to the appropriate person.

Follow up with the concerned person and take update on the task until it is completed.

Handling complaints:

Do not argue with the guest.

The guest is always right.

Listen attentively to the guest and understand what is exactly wrong.

Write pertinent details down on the guest request tracking sheet.

Apologize for the inconvenience caused.

Rectify the situation if you can. These are some instances where common sense will

prevail and so as long as you are aware of the standard procedure of rectifying

complaints.

Inform the Manager of all complaints immediately, even if you have successfully

resolved the situation.

Note down the incidence on the log book and give handover to the next shift the issue is

still not resolved.

Complaint has to be handled positively and with empathy for the guest, aspiring for

100% guest satisfaction as the outcome.

If the problem is out of your authority, inform the manager or Duty Manager.

Guest should be kept informed of the developments.

Record all the details in Guest Call Register.


SOP-Housekeeping – Trolley or Maids cart

setting

Houseman / Housemaid sets his trolley as per the standard, like bed sheets in one shelf, towels in

another, bathroom amenities in a separate drawer.

Maids cart can be compared as a giant tool box, It should be stocked with all the required

amenities to complete a complete shifts room cleaning.

The maids cart should be spacious enough to carry all the required supplies for one shifts

work.

The cart should be light weight, easy to clean and easily maneuverable.

The cart has to be always well organized and well stocked before starting each shift.

A well stocked maids cart will avoid unnecessary trips to the floor pantry.

The amount of supplies loaded on to the cart depends upon the number of rooms, type of

rooms to be serviced on the assigned floor.

The carts are normally stocked from the floor pantry.

Never over stock or under stock the cart: Overstocking will increase the risk of accidents

or damage to the supplies. Whereas under stocking can slow down the efficiency of

cleaning because of the regular trips to the floor pantry to collect the required items.

Record the items loaded on the cart on the Room assignment sheet.

Few examples of supplies loaded on the maids cart:

Shampoo

Moisturizer

Mouthwash

Foam bath

Sewing kit

Shower cap

Shoeshine

Loofah

Disposal bag

Toilet rolls

Tissue box

Soap dish

Bath towel

Hand towel

Face towel


Bathmat

Bed spread

Pillow covers etc.

The cleaning supplies are kept is a separate hand caddy, Below are few items stocked on

the hand caddy.

Toilet cleaning solution

Bowl brush

Toilet brush

All-purpose cleaner

Cleaning clothes

Rubber gloves

On one end of the cart there will be a bag for storing the dirty / soiled linens.

There will be a garbage bag in one corner of the maids cart with a lid on it.

Once the shift is over the maids cart / maids trolley to be moved back to the floor pantry

and all the shelves to be locked.


SOP – Housekeeping – Turndown service /

Evening service

Turndown service:

The evening boy takes the status report of the floor from the desk.

Takes the floor key/card and sign for it.

Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.

Vacant rooms to be serviced from 6.00 p.m. onwards.

By 10.pm turn down service to be finished of all rooms.

Departure rooms have to be cleared as per requirements.

Enter the guest room:

Find out if the guest is in the room.

Announce yourself before entering the guest room.

In case the guest is wants you to come back later then, politely as the time for Position

the maids cart in front of the guest room.

Turndown the bed:

Enter the room, empty dustbin and ashtrays.

Remove the bedcover, fold it and place in the luggage rack drawer.

Remove pillow from luggage rack and place it on the head of the bed.

Make 90 angles with the second sheet.

Quilt and third sheet.

Spread the foot mat on the side of the bed. [The side where the corner is made] and put

slipper on top of foot mat.

Always give turndown from the telephone side or inner side of the bed.

For double occupancy, both corner to be made.

Place turndown amenities:

According to the hotel procedure place the turndown amenities on the bed. ( Eg: Flower,

Chocolate etc.)

Place the Breakfast menu knob on the fold.

Put on the bedside lamp.

Tidy the guest room:

Look around the room and straighten or tidy anything that is out of order.

If a room is messy it may require more extensive cleaning.


Remove any room service tray, dishes and move them to the service pantry.

Empty the trash cans and replace the wastebasket liners.

Do a quick vacuum if required.

Tidy the bathroom:

Neatly fold used towels.

Wipe the vanity area if required.

If required replace the bathing towel.

Clear the dustbin if used.

Create a pleasant atmosphere:

Turn on the bedside lamps.

Close the drapes.

Draw the curtains so that there is no light coming from the corners or centre.

Set the A/C temperature to what was set by the guest.

Double check everything, lock the room and leave the guest room.

Update the status report.


SOP – Upholstery cleaning and vacuum

fabric

Upholstery cleaning:

Remove loose cushions and place them on the furniture.

Stain to remove as per stain removal procedure.

Wipe spills from vinyl or leather furniture with a damp cloth.

Wipe the fabric with a clean, damp cloth.

Brush the upholstery with upholstery brush in one direction.

Upholstery should be dust and stain free at all given times.

Vacuum fabric surface:

Vacuum the fabric surface or leather surface with at most care.

Vacuum visible surfaces.

Vacuum under cushions and in cracks and crevices.

Be careful while vacuuming under the folds, buttons and other features that collect

crumbs and dust.

Do not damage the buttons, folds and other delicate works on the upholstery.


SOP – Housekeeping – W/C or Toilet

Cleaning

Put on the protective gloves and goggles.

Flush the W/C or toilet, If the flush is not working properly then inform the control

desk to create a maintenance job order for the same.

Sprinkle the cleaning solution in a circular motion around and inside top of w/c bowl

and leave it for 10 minutes.

Apply cleaning solution on the walls beside and behind the toilet and under the

vanity.

Wipe the outside of the toilet bowl and the walls around the toilet with a damp

sponge. (Use this sponge / cloth only to clean the toilet. Mark this sponge with special

tag or color coding to identify the same.)

Wipe the pipes leading to the toilet.

Wipe the walls under the vanity and the drain pipe.

Use a toilet bowl brush to scrub the inside of the toilet bowl.

Clean under the rim and the seats.

Clean the top of the rim of w/c, in and around the hinges, bottom of w/c seat cover.

Flush the toilet.

Rinse the brush in the toilet once the cleaning is done.

Dry entire w/c, using clean dry cloth removing all marks.

Polish the walls and pipes.

Recheck inside w/c bowl especially under rim and ensure water is clear.

Close w/c seat cover.

W/C should be cleaned on a daily basis.

Always make sure that the W/C is stain free, fresh smelling, dry and the water in the

bowl is clear.


SOP – Laundry – Load and unload washers

Prepare loads of laundry:

The weight of each laundry can change as per the property and linen quality.

Use a weighing scale to weight the solid linen batch.

Always load the washer with the correct capacity, Do not overload or under load the

machines.

Organize the laundry activity:

Always follow the laundry production log to determine the order in which the washing

has to be done.

Record the loads you wash on the log.

Wash heavily soiled linen first so that the stains will not ruin the other items.

If you have multiple washers then start each washer in at least of a time difference of 5 to

10 minutes which will help in the below process.

Smooth and consistent work flow.

Save water.

Save electricity and electrical overloads.

Prevents flooding and clogged drains due to washer‟s draining at the same time.

Always schedule the laundry loads to meet up with the next stage in the laundry cycle.

Keep the correct amount of flat work, such as tablecloths and sheets washed to allow

continues operation of the calendar machines.

Special thinks to notice while washing:

Wash new linens with color separately the first few times, There is a chance of dyeing

other fabrics if this is not done.

To avoid fading of dark colored linens wash them in lower temperature.

Wash uniforms in cold water to prevent fading of darker colors onto lighter colors.

Do not use chlorine / bleach on colored linens / clothes.

If the clothes / uniforms has delicate embroideries, decorative buttons, strings etc. then

wash them inside nylon mesh bags to prevent damage and also to avoid tangling.

Never overload or under load the washers.


SOP – Laundry – Sorting of uniforms and

linen

Safety precautions while sorting laundry:

Wear gloves as per the industry standards.

Wearing gloves while sorting linen will avoid accidental cuts from any broken glasses in

restaurant linens.

Remove unwanted items from soiled laundry as you sort it:

Check uniform pockets for pens, pencils, bottle opener, coins, crock screws etc. and

remove them.

Remove employee name badge and any promotional buttons.

Remove food scraps, cutleries, wine cork and broken glass and china ware pieces from

linens before sending it for washing.

Without checking, the uniforms are not supposed to give the soiled line to Laundry.

Sorting of soiled linen according :

Remove stained linen:

Stained linen has to be given separately to the laundry for hard treatment.

Heavily stained/ soiled linen requires strong detergents.

More time required during the washing process.

Look for greasy / oil stained cloths.

Special cleaning treatment required according to the type of stains.

Sort linen according to their use and type, eg:

Pillowcases

Bath Towels

Sheets

Duvet sheets

Bed Spreads

Hand towels

Bath Robs

Beach towels

Bath Mats

Bath Towels

Face Towels

Shower Curtains

Light Colored table cloths and napkins

Dark Colored table cloths and napkins

White table cloths and napkins

Room boy / housekeeping cleaning cloths

Kitchen stewarding cleaning cloths


Chefs aprons

Tray linings.

Check all the soiled linen, which is received from different outlets for stains and tears.

Torn linen has to be given for mending and then for washing.

Sort uniforms according to department and then sort by.

Uniforms for dry clean

Uniforms for washing

If the facility uses out sourced laundry then count and record the items for preparing gate

pass.

Place sorted laundry in the correct labeled / colored laundry bin for further washing / dry

cleaning.


SOP – Laundry – Tips for using Dryers

Dryer temperature:

Set the correct temperature for the dryer as per the linen used.

Reduce heat if the synthetics linens are having wrinkles.

Reduce heat down during the last few minutes of drying time.

Remove linens before they are bone-dry.

If the dryer heat is too high then the synthetic fabrics can look glazed or fused fibers.

Learn the drying times and temperature for each fabric.

Clean the filters on periodic bases to prevent any fire accidents.

Loading dryers:

Always follow the manufactures loading instructions.

Load the dryer to their capacity, ie do not overload or under load.

Load dryers by the optimum performance weight or by the piece count to save energy

costs.

It is also a good practice to sort linens and uniforms by their type before drying.

When drying the pillow cases and bed sheets run them through a cool down cycle of three

to five minutes this will help reduce wrinkles.

Cool down cycles feature on the dryer can also reduce the chances of burning the fabrics.

Removing linens and uniforms from dryer:

While taking the cloths out from the dryer avoid accidental burs from hot dryer surfaces.

Do not put the dried cloths from the dryer to the floor.

Also never leave linen in the dryers overnight as this may cause fire accidents.


SOP – Cleaning Elevators / Lifts

Cleaning Elevators / Lift :

Elevator is cleaned on a daily basis because of their volume of use.

The best time to schedule the elevator cleaning is either during late night or very early

morning in order to avoid high usage.

Take the elevator out of service as per the properties policies.

The elevator / ligt door should stay open untill you have finished cleaning and then place

the elevator back to service.

According to the interior design and materials used on elevator, the appropriate cleaning

methods and cleaning solutions to be used.

The public area attendant should follow the specific method to clean each different

surface on elevator for an effective cleaning.

Start cleaning from the top to down to avoid resoling areas already cleaned.

Use a step ladder to reach the celing and clean ceiling with a feather duster.

Wipe the ceiling and lights with a damp cloth followed by a dry cloth.

Clean the mirrors and step back and check the surface for streaks.

Wipe button with a damp duster, Don‟t spray cleaning solution on buttons as this may

damage them.

Dust around edges in the elevators.

Mop floor-eliminating stain.

Vacuum carpets using a high power vacuum cleaner.

Report loose or ripped carpeting to your supervisor and note in your assignment sheet.

Use dry cloth for high polish.

Mirrors should be stain free, wooden surface polished and dust free, floors spotlessly

clean.

Elevator / Lift door channel cleaning:

Elevator door channel should be free of dust and dirt at all given times.

Stop the elevator on every floor.

Both the inside and the outside of the elevator door should be wiped down.

Remove all dust particles, dust with the help of the vacuum cleaner.

Scrub the channel with a hand scrubbing brush.

Wipe it clean with a dry duster.


SOP – Cleaning Front office / Lobby Area

Cleaning front office / Lobby Area:

Hotel lobby should be clean 24 hours of the day. All lobby and front office areas like

flooring, ceiling, furniture, glass doors, glass windows, ashtrays, fixtures etc. should be

clean at any given time.

Cleaning ashtrays:

Check all the ashtrays and the main porch area.

While emptying the ash trays make sure cigarette are not burning.

Empty ashtrays and ash urns into the trash.

Clean the ashtrays and return them to the correct spots.

Clear all trash bins:

Remove garbage from dustbins and clean them if required.

It is also a good practice to separate the recyclable items from the trash and place them

separately.

If any trash found on the lobby area then pick them up immediately.

Replace the cleared dustbins to the original spot.

Clean and disinfect telephone, Kiosk touch screen:

Spray disinfectant on a dry cloth and clean telephone mouth piece, ear piece and

telephone instrument.

Repeat the same procedure on all house phones and telephone receivers on the fax

machine.

Wipe the kiosk touch screen and remove finger print marks using recommended micro

fibre cloth.

Clean stairway handrails:

Remove cob webs, dirt‟s etc before cleaning the handrails.

Apply cleaning solution and wipe the handrails.

If mild detergents are used then wipe handrails with a wet cloth to rinse away them away.

Clean all glass surfaces and windows:

Spray windows and glass surfaces with water or appropriate cleaning solution.

Use a squeegee and pull down from top to bottom.

Overlap each stroke slightly to remove all water or cleaning solution.

Use a lint free duster to wipe the glass surface so as to leave the entire glass surface

shiny.

Carpet and furniture upholstery vacuuming:

Furniture is to be dusted and all the upholstery is vacuumed cleaned.

Connect the appropriate cleaning attachment for vacuuming upholstered furniture‟s.

Vacuum furniture arm rest, seat back and the area behind the seat back.


Use a heavy duty vacuum cleaner to vacuum all the carpeted area on the Lobby / Front

office.

Vacuum under desks and other areas, Move furniture as and when required.

Once cleaning is completed remove the vacuum dust bag and store the vacuum cleaner on

the pantry.

Mop and Sweep lobby floor:

Sweep the lobby floor thoroughly.

Place appropriate signage to warn the guest before mopping lobby floor.

Mop with a damp cloth to remove all dust and dirt from the surface.

Buff the lobby once in a day also the dustbins and ashtrays are cleared time to time.

Clean all marble / tile /wood skirting with a damp cloth daily.

Sweep lobby floor on a regular interval and also when requested by the front office team.


SOP – Housekeeping – Cleaning restaurants /

dining area Cleaning and up keeping of areas like tables, chairs, changing linen and some light vacuuming is

generally done by the restaurant staffs during restaurant operational hours. Housekeeping staffs

are responsible for the thorough cleaning of restaurants and all dining areas after working hours.

Cleaning of Restaurant / Dining Area Cleaning:

Restaurants and dining areas have to be cleaned daily before their opening time and as

and when requested by the restaurant staffs.

Collect all the cleaning items required for particular Outlets.

Collect the dining area keys from the security department.

Turn on the lights so you know what you are doing clearly.

During morning time open the drapes and blinds to allow the natural light.

Observer the entire area to plan the work.

Before starting to clean the restaurant the public area attendant should move all the chairs

from the table and make room for proper cleaning.

Vacuum the entire carpeted area and upholstery.

If any food spills are found on carpet then follow the do the spot cleaning as per the

standard procedure.

If the floor is not carpeted, sweep and mop the floor.

Clear the garbage from the service station.

Dust all the furniture in the Restaurant.

Polish the furniture if required.

With a feather duster, dust all the high ceiling, niches, pictures/artwork, and corners.

Clean and disinfect telephones.

Wipe the side stations and host stations.

Dust the Point of sales terminals with appropriate cleaning supplies.

Polish brass/copper items whichever is present with the proper cleaning supplies.

Clean the mirrors/windows, as and when required.

All maintenance should be immediately given to Engineering Department/ control desk.

If any lost and found items are found then inform the Housekeeping control desk / hotel

security.

Collect all dirty table linens and replenish.

Replenish cleaning linen supplies on a daily basis.

Return the keys to the security department.

Fill the cleaning report / register and submit to the housekeeping control desk.

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