Housekeeping Two

Policies and Procedures
Section No. TAG-HSK Department:

Housekeeping
Revision No. II
Date January 2005 Topic:
Table of Contents
Page 1

COMPANY CONFIDENTIAL
2004. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of this
document may be resold, reproduced or transmitted in any form by any means without the
written consent of the publisher.

00.Policies and Procedures Manual
01. Organization Chart Property
02. Organizational Chart - Department
03. Job Descriptions
04. Product Differentiation Ascott
04A. Product Differentiation Somerset
05. Show Apartments
06. Telephone Answering
07. Key Control
08. Uniforms
09. Cleaning of Uniforms
10. Equipment Requirements and Record Keeping
11. Mandatory Deep Cleaning Schedules and Records
12. Deep Cleaning of Back of House and Public Areas
13. Pest Control
14. Landscaping/Planters
15. Schedule of Housekeeping Services
16. VIP Procedures
17. Welcome Package
18. Residents Special Occasion
19. Pre Arrival Inspections
20. Apartment Inventory Checklist and Procedures
21. Toiletries
22. Minimum Requirements Kitchen Equipment/Supplies
23. Linen Requirements
24. Linen Stocks and Inventory Procedures
25. Breakfast Buffet
26. Food Hygiene
27. Housekeeping Cart Specification and Basic Stock
28. Housekeeping Storage Area
29. Housekeeping Assignment Sheets
30. Cleaning Basics Kitchen
31. Cleaning Basics Living Area
32. Cleaning Basics Bathrooms
33. Residents Directory
34. Inspection Frequency
35. General Inspection Tips
36. Odour Control
37. Mattress Flipping
38. Items for Rent
39. Resident Request Items
40. Resident Request Procedures

Section No. TAG-HSK Department:
Housekeeping
Revision No. II
Table of Contents
Page 1


41. Do Not Disturb Procedures
42. Breakage/Loss of Residents Personal Items
43. Breakage/Loss of Property by a Resident
44. Apartment Safety Box Procedures
45. Maintenance Work and Repairs Procedures
46. Resident Laundry Pick Up Procedures
47. Resident Laundry Processing Procedures
48. Delivery and Presentation of Residents Laundry
49. Baby Sitting Services
50. Placing an Apartment Out of Order
51. Pet Policy
52. Baby Cot Specifications
53. Extra Bed Specifications
54. Duties Not Performed by Housekeeping Staff
55. Rubbish Chutes

Section No. TAG-HSK-00 Department:
Housekeeping
Revision No. II
Policies and Procedures Manual
Page 1


Policy: To ensure that each department has the proper sections of the
Policies and Procedures Manual in their department.

Procedure:
1. It is the responsibility of the Department Head to ensure that the
department copy of the Policies and Procedures Manual is complete
and up to date.

2. The department copy must include the following sections:

Introduction
Management
Crisis Management Manual
Basic Grooming & Courtesy
Effective Telephone Skills
Housekeeping
Audit Checklist (related to Housekeeping)

Housekeeping
Revision No. II
Organisational Chart
Property
Page 1


Policy: To ensure that all employees know the managers and the reporting
structure of their property.

Procedure:
1. Each department must post a property organisational chart in an area
visible to all employees.

2. This chart varies from property to property.

3. Insert a chart that reflects all the Management positions of your
property.

4. Make sure to include:
All Department Heads
Operations Manager if applicable
Property Manager
Country General Manager

Housekeeping
Revision No. II
Organisational Chart
Department
Page 1


.
Policy: To ensure that all employees know the Department Head and the
reporting structure of their department.

Procedure:
1. Each department must post an organisational chart in an area visible to
all employees.

2. This chart varies from property to property.

3. Insert a chart that reflects all the positions of your department.

4. Make sure to include:
All Housekeeping staff
Department Head

Housekeeping
Revision No. II
Job Descriptions
Page 1


Policy: To ensure that employees are thoroughly briefed on what his or her
specific job duties entail and that the employee can meet these expectations.

Procedure:
1. The Department Head is responsible for keeping an up to date job
description for each position within the department in the Policies and
Procedures Manual.

2. Each new employee must receive a copy of the appropriate job
description when they are hired.

3. If you have addition positions within your department that are not listed
here, please ask your Human Resource Manager to help you write a
Job Description for that position.
Have it approved by the Human Resource Department.
Email a copy to the Product, Process and Procurement
Department.
Add the additional Job Description to your department Policies
and Procedures Manual.

4. New Job Descriptions to be distributed by Human Resource.

Housekeeping
Revision No. II
Product Differentiation - Ascott
Page 1


Policy: To provide a product and service differentiation between The Ascott
and Somerset properties.

Procedure:

Ascott
Amenity or Service L/Stay S/Stay
Complimentary airport arrival transfer and all VIP

Local daily English newspaper

Fruit Bowl (apples at Reception)

In-room Registration

Newspaper
- min. 2 Intl newspaper on display

In-room amenities
a. Toiletries
Aigner
Bath Gel 75 ml 25 ml
Shampoo 75 ml 25 ml
Conditioner 75 ml 25 ml
Body Lotion 75 ml 25 ml
Soap Bar 50 g 25 g

The above toiletries are replenished.

b. Others
- Tooth brush ( if market requires it)
- Shower Cap
- Sanitary Bags
- Cotton Buds

Housekeeping
Revision No. II
Product Differentiation - Ascott
Page 2


Amenity or Service L/Stay S/Stay
- Bathroom slippers
- Bathrobe
- Weighing Scale (digital preferred or analog)
- Umbrella
- Shopping bag
- Laundry bags (Fiber or plastic)
- Laundry ticket (hand printed apt number)

Welcome Basket
- Fruit (4 pcs)
- Coffee, Tea, Milk, Sugar (4 each)
- Bottled water replenished daily for short stays 4 2
- Soft drink (4 pcs)
- Biscuit (2 packs)

Breakfast Pack
- 1 loaf of bread
- Box of cereal
- 1 jar of marmalade
- 1 jar of jam
- 1 stick of butter
- 1 ltr milk

Welcome Pack - for VIP only
- 1 bottle of wine or champagne if appropriate. Replace with
fresh fruit juice if not.
- 1 box of microwaveable pop corn
(3 individual packs)

3 types of pillow on request (feather- if you provide only
foam in apts., cotton and polyester. Rice if market dictates)

Fresh cut flowers
- Apartment - example stems of orchids or other local
flower. Arrival only.
- Reception desk

Background lobby music
- Classical

Doorman & Porter service
24 hour Reception

Section No. TAG-HSK-04A Department:
Housekeeping
Revision No. II
Product Differentiation - Somerset
Page 1


Policy: To provide a product and service differentiation between The Ascott
and Somerset properties.

Product or Service L/Stay S/Stay
- min. 1 Intl newspaper on display

In-room amenities
a. Toiletries
Somerset Logo
Somerset Logo Bath Gel 50 ml 30 ml
Somerset Logo Conditioning Shampoo 50 ml 30 ml
Somerset Logo Body Lotion 50 ml 30 ml
Somerset Logo Soap Bar 50 g 25g
The above is replenished.

b. Others
- Tooth brush on request
- Shower Cap on request
- Sanitary Bag on request
- Cotton Buds on request
Amenity or Service
- Yukata
- Weighing Scale (conventional)
- Umbrella
- Laundry bags , plastic

Welcome Basket
- Fruit (4 pcs)
- Coffee, Tea, Milk, Sugar (4 each)
- Bottled water replenished daily for short stays 4 2
- Soft drink (4 each)
- Biscuit (2 packs)

Potted Plants / Flowers
- Reception desk
Background lobby music - Light Jazz

Housekeeping
Revision No. II
Show Apartments
Page 1


Policy: To ensure that there are show apartments available and ready to view
immediately should a potential client wish to see one.

Procedure:
1. The Housekeeping Department Head, in coordination with Property
Manager, must ensure that a fair representation of different apartment
configurations is available to use as Show Apartments on a daily basis.

2. Apartments must be placed in Out of Order status, using the Show
Apartment code.
Pick an apartment that is not sold anytime soon.
Try to keep the same apartments for as long as possible.
Pick a range of apartments that have different numbers of
bedrooms and configurations.
Include an apartment that showcases different amenities such
as child friendly features, showing an extra bed in the second
bedroom, or even a room set up to accommodate a person who
is receiving medical attention if any of these feature are
applicable to your market. Tailor it to your market.
These are potential clients and a variety makes it easier to close
a sale.

3. If occupancy rises above 90% then release the apartments from Out
of Order status as endorsed by the Property Manager but still use as a
show apartment until it is sold.
Front Desk will then have to use the manual log book to record
the apartment numbers of the Show Apartments.

4. The apartments must be clean and ready to use as a showroom by
9:00 am at the latest on a daily basis.
Supervisor must ensure that apartment is ready by specified
time.
Supervisor must call the Front Desk after he/she has inspected
the room and verified that it is ready for show.

5. The Show Apartments must have the following in place:
Fresh cut flowers attractively displayed and visible as you enter
the apartment.

Housekeeping
Revision No. II
Show Apartments
Page 2


A Welcome Amenity attractively displayed, using a fictitious
Residents name for the card.
All collateral must be in excellent condition with no signs of wear
and tear.
The second bedroom can be set up as a childrens room or
study etc. to suit the market.
One apartment must be stocked with soft drinks in the
refrigerator and a coffee/ tea set up. This apartment should be
the last one shown to the potential Resident and the Front Office
Representative (or whoever is doing the show around) should
offer the potential Resident a soft drink while the contract is
being negotiated. This is only applicable if the property does not
have a proper meeting room to take the clients to after the show
around.
All lights must be on.
Air-conditioner must be on and set to company standard.
Instrumental or Jazz music must be playing softly.
Apartment must present a warm and inviting appearance as if
we were just waiting for the potential client to check in.

6. It is the responsibility of the person who is in charge of the show
around to call Housekeeping after they have served the prospective
Resident soft drinks, etc so that the apartment can be refreshed before
the next client is escorted to the apartment.

7. Supervisors must close down the Show Apartments each evening after
7:00 pm unless otherwise instructed by the Property Manager.
Turn off all lights.
Turn off the music.
Turn off air-conditioner.

Housekeeping
Revision No. II
Telephone Answering Skills
Page 1


Policy: To ensure that all phone calls are answered professionally and
efficiently.

Procedure:
1. All incoming phone calls will be answered within three rings.

2. External phone calls will be answered with the following phrase:
Good morning/afternoon/evening (Property Name). How may I help
you?

3. Internal calls will be answered with the following phrase:
Good morning/afternoon/evening Housekeeping. This is (Your Name).

4. Employees must use the Residents name at least twice during the
conversation once the Residents name is known.

5. Name usage must be natural and discreet.

6. Employees may not ask Who is calling when calls come in for the
Department Head.

7. If Department Head or Supervisor is not available, offer to take a
message.

8. Message should include the following:
a. Day and Time of the call.
b. Whom is calling.
c. The message.
d. Phone number where the caller can be reached.
e. Name of employee taking the message.

9. A proper message book should be kept. One that has carbon copies of
messages written and that holds all the messages in one place.

10. If line staff receives phone calls, politely tell the caller that the
employee is working and that they should call them after working
hours.

Housekeeping
Revision No. II
Telephone Answering Skills
Page 2


11. Only take messages for line staff if it is an emergency then deliver the
message immediately.

12. The Department Head should be made aware of employees receiving
personal phones calls during working hours or if the emergency
excuse is abused.

Section No. TAG-HK-07 Department:
Housekeeping
Revision No. II
Key Control Conventional Key
and Electronic Lock System
Page 1


Policy: To ensure all Master keys are secured and that proper key control
procedures are in place.

Procedure:
Conventional Key Lock System:

1. All keys belonging to the Master Key system must be locked in the Key
press in Security Office or back office. It shall only be accessible by
authorized personnel.

2. Master keys or Administration office keys may be drawn and stored at
Security Office or back office. A sign in / sign out procedure must be in
place.

3. Master Key(s) or Administration office key shall not be held overnight.

4. Master Key is to be placed and sealed in a fresh envelope. To avoid
the envelope from bring tampered, Manager-on-duty or Property
Manager shall then initial onto the sealed label. The sealing label must
be accompanied with another witnesss acknowledgment and it must
be glued or taped with scotch tape.

5. A Master Key Record book is used to record Master Key movement.

6. Circulation of Master Keys shall be kept at a minimum.

7. Key blanks must be held only by Finance and Administration Manager
(FAM) or Department Head.

8. Finance and Administration Manager (FAM) is responsible to assign
the Master Key access level right and approved by the Property
Manager.

Housekeeping
Revision No. II
Page 2


Common Conventional Master Key System:

Authorisation
System
Access Level Operating Means
Grand Master
Key
Property Manager or
next in line
An operating key which allows
access to all doors and double
locked functions.
A spare Grand Master Key shall be
sealed and locked in the
Manager-on-Dutys key press.
Master Key Property Manager
Manager-On-Duty
Front Office Manager
Housekeeper
Chief Engineer
Security Manager
access to all doors except double
locked functions.
Floor Master Key Housekeeping
Supervisor
access to a group of floor levels,
example 7
th
to 10
th
floor. It shall
have more than one grouping in any
case.
Apartment Key Housekeeping Room
Attendant
access to a particular apartment of
the property

9. Staff who loses a Master key must report to department head.
Duplicating of key shall only be possible when department head make a
loss report. Loss of Master Key may lead to termination of staff
member.

Housekeeping
Revision No. II
Page 3


Procedure:
Electronic Card Key System

1. All Card keys blanks must be secured at Front Reception.

2. Card keys belong to Master Key system must be locked in the key press in
Security Office or back office. It shall only be accessible by authorised
personnel. Housekeeping Department may secure their assigned Master
Keys in their own department.

3. Manager-on-duty shall duly sign out and sign in the Master Card Key
during Managers shift hand over.

4. All Master Card keys drawn must be properly secured with individuals.

5. Master Card Key is to be placed and sealed in a fresh envelope. To avoid
the envelope from being tampered, Manager-on-Duty or Property Manager
shall then initial onto the sealed label. The sealing label must be
accompanied with another witnesss acknowledgment and it must be glued
or taped with scotch tape.

6. Portable Programmer shall be kept in a secured locked safe accessible by
authorised personnel as assigned by Finance and Administration Manager
(FAM) and approved by Property Manager. Two authorised personnel
shall be equipped with two different sets of password or keys to open the
safe and retrieve the portable programmer.

7. Finance and Administration Manager is responsible to assign the access
level code and approved by the Property Manager.

8. Only Property Manager is allowed to programme Master Key according to
the approval Access Level Plan formatted by the Finance and
Administration Manager. All issuing or deletion shall be recorded in Key
Record Book for daily auditing.

Housekeeping
Revision No. II
Page 4


Common Master Electronic Card Key System:

Authorisation
level
Access level Operating Means
Grand Master
Electronic Card
Key
Property Manager or next
in line

Grant access to all functions,
except double locked functions.
Emergency
Electronic Card
Key
Property Manager
Manager-On-Duty
Security Manager
Grant access to double locked
functions.

Master Electronic
Card Key
Property Manager
Manager-On-Duty
Front Office Manager
Housekeeper
Chief Engineer
Security Manager
Grant access to every apartment
except double locked functions.

Sub Master
Electronic Card
Key
Housekeeping
Supervisors

Grant access to a group of floor
levels, can have more than 1
group in any case
Floor Master
Electronic Card
Key
Housekeeping Room
Attendants
Grant access to a particular floor of
the property
Staff Electronic
Card Key
Staff
Contractors

Grant access to service lifts /
common areas / back of the house

9. Circulation of Master keys shall be kept at a minimum.

10. Staff who loses a Master/staff card key must report to Department Head.
Reprogramming of card key shall only be possible when department
head make a loss report. Loss of a Master Key may lead to termination
of staff member.

11. Emergency Key must be sealed in an envelope and secure in a safe/key
press accessible by the Property Manager, Manager-on-Duty or Security
Manager. To avoid the sealed envelope been tamped, drawer shall initial
onto the sealed label. The sealing label must be accompanied with
another witnesss acknowledgment and it must be glued or tape up with
scotch tape.

Housekeeping
Revision No. II
Page 5


12. A property that equips card reader(s) in staff entry access, example
service lifts etc, shall have all staff cards programmed with a period
validity.

Each staff card shall be programmed with a 3 month period
validity and reprogrammed after every 3 months. Consideration
may be given in reprogramming staff cards for each department
in alternate months.

The staff card shall be programmed with time validity. Example,
Front Office staff may work 3 rotating shifts, they shall have 24
hours access to the Property. Housekeeping staff may work 2
rotating shifts; his/her staff card shall then only allow him/her to
access Property between 0600hrs to 2400hrs.

Staff will not be able to access the Property outside the stipulated hours
unless assisted by Security Department.

Housekeeping
Revision No. II
Page 6


Housekeeping:
1. All keys must be tagged for easy identification by Security and the
Housekeeping Department Head.

2. Identification should not be the actual apartment number in case the
key is lost or stolen. E.g. tag could read 8706 for key to apartment 706.

3. Verification of key inventory must be done at the beginning of the shift
and the end of the day. Signatures are required.

4. Sample Key Sign In/Out Sheet is attached.
Key tag number should be pre-printed on the sheets not
handwritten.
Use one key sheet for each day.
File and hold for 3 months in case of the possibility of an
investigation of a security matter in the future.
Any broken or missing key(s) at the beginning and/or end of the
day should be noted in the Remarks column on the Key Tag
line. This helps track when a key is out for long periods of time
such as cutting a key, etc.
Lost of damaged conventional keys require Engineering to
change the cylinder in the actual lock. Take the spare key and/or
broken key to Engineering. They will return new keys when the
lock is fixed.

5. The Housekeeping Department Head is ultimately responsible for all
apartment master keys. Due diligence is advised.

INSERT
PROPERTY
LOGO
HERE
KEY REQUEST FORM
Conventional Key/ Electronic Key for Resident and Back of the
house.

Department: ___________________ S/no___________

From: __________________ Date: _______________

Residence Key was found: please tick appropriate box.
Residence Lost Key

Residence Broke Key

Residence Key Faulty

Please cut ___________ Key (s) for Apartment No: _________________
(amount)

______________________
Operations manager/FAM Approve/Not Approve

Date: ______________

Please issue _______________ blank key(s) for the above Apartment.
(amount)
_________________________________
Signature & Date
*Chief Engineer to sign for blank keys

Lock set change from Apartment No ________ to Apartment No __________

*Finance to update key press of change of lock set.

Please receive _________key(s) cut for Apartment No _____________
(amount)
______________________
Signature & Date
*Finance Manager to sign cut key(s)

Please receive ________ key(s) for Apartment No ________________
(amount)
______________
Signature / Date.
F.O.M to sign and acknowledge receipt of cut key(s) from Finance.

Housekeeping
Revision No. II
Uniforms
Page 1


Policy: To ensure that an adequate supply of uniforms are available to be
issued.

Procedure:
1. An inventory of stock uniforms must be completed every quarter
(March, June, September, and December).

2. All uniforms must be marked on the inside with an identification number
for tracking purposes.
Blank labels must be sewn in when the uniforms arrive on
property. Make sure a good accounting procedure is in place.
Sew in a blank white piece of cloth about 4 cm long and 2 cm
wide to the manufacturers label or to the actual garment where
it cannot be seen by Resident or is not an irritant to the
employee.
Write the uniform code number on this label using an indelible
(permanent) marker.

3. All employees must be issued at least 3 pars of uniforms.
Some countries will require more shirts or jackets as the
weather dictates.
High humidity causes some employees to perspire more and
thus require the employee to change during the day to maintain
a professional appearance.
Issue enough sets to allow the uniforms to be cleaned properly
on a regular basis.

4. Employees must sign the Uniform Issuance Card when he/she first
joins the company. This card states that the employee will be held
financially liable if he/she does not return all the uniforms when he/she
terminates employment with us.

5. Uniform Issuance Card must be a three part form with copies going to
the following individuals:
Human Resource Department keeps the original.
Housekeeping Department Head keeps the second one in the
uniform issuance file.
Employee keeps one for their records.

Housekeeping
Revision No. II
Uniforms
Page 2


6. Following must be included on the Uniform Issuance Card:
Name of employee
Date of issuance ( might not be hire date)
Type of garment
Uniform code number
Pieces issued under each code
Paragraph stating financial obligation
Signature of employee
All uniform returned upon termination: Y/N
Explanation

7. Sample of Uniform Issuance Form attached.

8. The employee must return all uniforms issued to him/her on their final
day of employment. This will be verified by the Housekeeping
Department Head when he/she signs off on the Uniform Issuance Card
and send this copy to the Human Resources Department.

9. If a signed copy of the Uniform Issuance Card is not received by the
Human Resource Department, then HR must withhold the appropriate
amount of money (predetermined by the Housekeeping Department
Head) from the employees last payroll check.

10. Inventory Procedures are as follows:
Alert entire staff of property that a uniform inventory is about to
commence. This step is only necessary if uniforms are turned
into a Uniform Department on a daily basis.
All staff members must ensure that all uniforms have been given
to the Uniform Department. They may collect clean ones the
following morning before their shift starts.
Group uniforms by department if not on hanging racks already.
Group uniforms by code numbers.
Group stock uniforms by department.
Count stock uniforms and record number on inventory sheet.
Return stock uniforms to storage and seal. Mark with the date of
inventory.
Count each uniform and record number of pieces or verification
of presence by the uniform number on the inventory sheet.

Housekeeping
Revision No. II
Uniforms
Page 3


Each employee should have 3 complete uniforms. Make sure all
are accounted for. Remember that employees may be working
at the time of the inventory. Check with Department Head to
ensure an accurate count.
Record number of discarded uniforms.
Beginning tally should equal end tally.
Investigate any discrepancies.
Adjust ending tally by subtracting discard uniforms and place
this number in the Beginning tally for next time.

11. All discard uniforms must be torn up if they have The Ascott or
Somerset logo before throwing away. No logos allowed off property.

12. Discard uniforms without logos may be donated to a local charity with
the permission of the Property Manager.

13. A sample Uniform Inventory Sheet is attached.

Uniform Inventory

Type of Uniform: Receptionist Jacket Date:_____________

Uniform
Number
Beginning
Inventory
Remarks Ending
Inventory
Remarks
RJ101
RJ102
RJ103
RJ104
RJ105

Stock sz 6
Stock sz 8
Stock sz 10
Stock sz 12

Total number of pieces last inventory ( dd/mm/yy):______________

Total number of pieces this inventory:_________________________

Number of uniforms to discard this period:_____________________

Need to Order
Size 6
Size 8
Size 10
Size 12

INSERT
PROPERTY
LOGO
HERE

Uniform Issuance Form
Date___Aug. 25,2004

Name of Employee Ivy Tan Remarks
Employee Number G12345J
Department Receptionist
Uniform Code Number: Number of pieces issued
RJ101 3 Size 8
RS104 3 Size 6
RSC110 2 scarf
INSERT
PROPERTY
LOGO
HERE

I hereby acknowledge that I will be held financially responsible for these uniforms if they
are damaged by misuse or neglect, lost or stolen or not returned upon completion of my
term of employment. The amount determined by the Housekeeping Department Head
will be withheld from my last payroll check upon notification if the above conditions
exist.

__Ivy Tan______ _____Rebecca Ho__________
Employee Signature Housekeeping Department Head

Uniform Returned Y/N Remarks:

Housekeeping
Revision No. II
Cleaning of Uniforms
Page 1


Policy: To ensure that all employees uniforms appear neat, crisp and
professional at all times.

Procedure:
1. It is each Department Heads responsibility to ensure that all their
employees have proper fitting uniforms and that these uniforms appear
clean and crisp at all times.

2. Department Heads must do visual inspections everyday to ensure the
uniforms being worn by their staff are clean and well maintained.
Any employee on duty wearing a dirty uniform, one that smells
or has worn threads and/or other deficiencies, must be asked to
change into a clean uniform immediately.

3. The Housekeeping Department Head will develop a procedure
whereby all employee uniforms being sent out to the vendor to be
cleaned will be tracked by the following:
Name of the employee.
Type of garment.
Each time the garment is cleaned (time/date of drop off and
time/date of pick-up.

4. There should be a log book whereby the employee enters his/her
name, employee number, what garments are being left to be cleaned
and the date.
Linen Room/Uniform Attendant, (If this position exists), can use
this to track the movement of uniforms.
Employees should also indicate any defects with the uniform
such as a missing button or tear in the uniform.

5. This procedure is to ensure that all employees are having their
uniforms cleaned regularly thus helping to extend the life span of the
uniform.

6. If the Housekeeping Department Head sees that an employee is not
having their uniform cleaned regularly, he/she will ask that employees
Department Head to issue the appropriate disciplinary action.

7. See attached example of log book page.

INSERT
PROPERTY
LOGO
HERE

Uniform Cleaning Log Book

Date___________

Employee Name
(Print)
Employee
Number
Department Garment(s) to be Cleaned Defects to be corrected Time Returned
on date

Housekeeping
Revision No. II
Equipment Requirements and
Record Keeping
Page 1


Policy: To ensure that the Housekeeping staff have the proper equipment
available to them in order to execute their job in a professional manner.

Procedure:
1. The lists below are not exhaustive.

2. Equipment needs will vary from property to property but the basics
listed are required.

3. Room Attendant to carry on a daily basis:
Angle broom
Mop with detachable mop head
Dust mop with extendable handle/ (high dusting)
Commercial upright vacuum cleaner that is able to lay flat
Window/mirror squeegee with extendable handle
Plastic lined bag to carry chemical and / or cleaning
equipment
Square plastic bucket to hold mop water
Plastic bucket to carry supplies if carts are not used
Toilet brush
Soft bristle brush for general cleaning
Tooth brush
CLEAN white rags for cleaning kitchens and general areas
CLEAN blue rags for cleaning bathrooms
Spray bottle containing All Purpose Cleaner
Spray bottle containing Bathroom Cleaner
Spray bottle containing Air Freshener
Spray bottle containing degreaser to be used on kitchen
appliances
WD40 or equivalent product used to treat rust on appliances
and door hinges
Room Attendant Servicing Room sign

Housekeeping
Revision No. II
Record Keeping
Page 2


4. Items to be easily accessible by the Room Attendants:
Putty knife (remove gum)
Oven Cleaner
Vinegar (to clean coffeemakers)
Spotting Chemicals (employees must be trained to use
them properly)
Spotting brush
Small stepladder

5. Housekeeping carts must be kept clean and neat at all times.

6. Repaint and fix deficiencies as necessary. Residents see them
everyday.

7. Cleaning supplies must be carried in a plastic bucket, caddy or plastic
lined carrying bag.
This is to avoid chemical stains on carpeting or flooring.

8. All chemicals must be labelled with the name of the chemical in the
bottle.
Countries with OSHA or HAZCOM regulations in effect
should follow those laws.
NEVER MIX CHEMICALS.

9. Public Area Attendants:
Floor polisher- disc machine
Yellow or white nylon pads (soft)
Green or blue nylon pads (medium)
Black or dark brown nylons pads (hard)
Floor squeegee
Angle broom
Push broom to clean larger areas
Dust mop for the floor
Window squeegee with extendable handle
Dust mop with extendable handle (high dusting)
Small stepladder for general use
5-foot ( meter) stepladder for projects
Commercial vacuum cleaner appropriate size for the area
to be vacuumed

Housekeeping
Revision No. II
Record Keeping
Page 3


Commercial upright vacuum cleaner for smaller areas
Hand held vacuum (public area furniture)
Wet/Dry vacuum cleaner
Spray bottle with All Purpose Cleaner
Spray bottle with Air Freshener
Clean white rags

10. Record Keeping:
Keep a file with product literature for each type of equipment
purchased. Useful when ordering parts or doing
maintenance.
Create a spreadsheet on the computer to record information
about each piece of equipment. Include Brand Name/Type,
Tracking Number, Date of Purchase, Maintenance Required
and Maintenance Performed.
Submit all warranties on a timely basis.
Discreetly number each piece of electrical equipment
(vacuums, polishers, etc.).
Keeps a typed, standard form to track the employee using
the equipment, the number of the actual machine and status
of the machine.

11. Example of Equipment Form attached.

12. Example of Equipment Sign In/Out Sheet attached.

Insert Property Logo
Quarterly Inventory
March June Sept Dec Notes
Brand/Type Windsor Vacuum Written off; Broken
Tracking # VC001
Purchase Date Aug-95 X X X
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date
Brand/Type
Tracking #
Purchase Date

Equipment Sign Out/ In Log

Date__Aug 18, 2004

Code
No
Print Employee
Name
Initial Time
Out
Time
In
Remarks
VC001 Ivy Tan
IV
9:10 12:15 Motor stopped/ Eng.
VC002
VC003
VC005 Ivy Tan
IV
12:20 5:00
VC006
WV001
WV002
PM001
PM002

VC = Vacuum Cleaner
WV= Wet Vac
PM = Floor Polish Machine

Notes: VC001 in Engineering to have motor fixed. Pick up on 20
th
.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_____________________________________________________________
INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Mandatory Deep Cleaning
Schedule and Records
Page 1


Policy: To ensure that the furnishings are being properly maintained and to
extend the life of the furnishings and fixtures.

Procedure:
1. All properties must complete two turnovers (deep cleaning cycles) a
year.

2. Turnover must include the following:
Shampoo carpets
Shampoo upholstery
Strip and wax floors
Wash blankets
Dry-clean duvet
Wash bed throw/bed spread
Wash bed skirt and iron
Wash walls
Repaint walls if necessary (Engineering)
Touch up all woodwork and repair any damage (Engineering)
Defrost refrigerator/freezer
Deep clean oven/microwave

3. Curtains must be taken down and cleaned every two years.

4. Sheers must be taken down and cleaned twice a year.

5. Mattresses must be flipped and vacuumed quarterly.

6. Engineering has a number of projects to complete during the turnover.
Housekeeping and Engineering must work closely together to ensure
all the projects are completed in a timely manner.

7. Use the Maintenance Work Order program of the Hotel Information
System (HIS) computer system to plan and coordinate the time the
apartment is to be out of order for Turnover.

Housekeeping
Revision No. II
Page 2


8. Housekeeping Department Head must keep notes in the computer to
track the status of all Deep Cleaning projects in each apartment.
Apartment number one sheet per apartment
Year
Project name
Project due dates
Date project is completed
Total cost of the project ( use for budget purposes)
Remarks

9. Include these projects in the budget and plan ahead to ensure
compliance.

10. The Maintenance Work Order section of the HIS computer system is
also very helpful.

11. You can schedule projects in advance and Engineering can check the
status as well.
a. Enter the dates you want the apartment out of order for
Turnover.

Housekeeping
Revision No. II
Page 3


b. The HIS system will block the room and it cannot be sold during
this time period without prior approval from the Housekeeping
Department Head.

c. Plan both Turnovers well in advance.

12. This file will be very handy when it is time to prepare the following
years budget for Housekeeping and Engineering.

13. See attached Turnover Checklist.

14. See attached Projects List for Apartment.

15. See attached Master Tracking form (used for other purposes as well).

Turnover Checklist
Apartment Number:_________ Date:__________
Project Completed Remarks
Y/N
Air Condtioner filters changed - Engineering
All small applicances deep cleaned
All wall paper in good repair- Engineering
All walls freshly painted - Engineering
Bed mattress shampooed
Bed pillows cleaned
Carpet shampooed
Collateral replaced with new pieces
Counter tops are all in good condition/ touched up(marks, nicks, discolration.)
Curtains cleaned
Drain/ flow trap junctions cleaned out - Engineering
Fire Extinguisher is inspected and up to date.
Furniture throughout has been touched up (marks, nicks, discoloration)
Grouting throughout the bathrooms in good condition
Hard wood floors waxed/sealed
Hot water unit serviced - Engineering
Lamented floors scrubbed and waxed
Oven unit deep cleaned
Refrigerator/freezer defrosted
Sheers cleaned
Shower curtain cleaned or replaced
Smoke dectors have new batteries
Stone floors scrubbed /sealed
Upholstry Shampooed/ deep cleaned
Washer/Dryer deep cleaned
INSERT PROPERTY LOGO HERE

Projects List for Apartment #________ Year: __________

Project Due Date Completed
On
Total Cost Remarks
Turnover 1
Turnover 2
Turnover 3
Turnover 4
Curtains cleaned
Sheers cleaned 1
Sheers cleaned 2
Mattress flipped 1
Mattress flipped 2
Mattress flipped 3
Mattress flipped 4

Remarks:________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
INSERT
PROPERTY
LOGO
HERE
Master Tracking Form
Month:_____________________ Project:____________________
Apt Apt Apt Apt Apt Apt
201 308 414 609
202 309 415 610
203 310 611
204 311 501 612
205 312 502 613
206 313 503
207 314 504 701
208 315 505 702
209 316 506 703
210 317 507 704
211 318 508 705
212 319 509
213 320 510 801
215 511 802
216 401 512 803
217 402 513
218 403 514 901
219 404 515 902
220 405
406 601
301 407 602
302 408 603
303 409 604
304 410 605
305 411 606
306 412 607
307 413 608
Housekeeping
Revision No. II
Deep Cleaning of Back of the
House and Public Areas
Page 1


Policy: To ensure that the furnishings are being properly maintained and to
extend the life of the furnishing and fixtures.

Procedure:
1. The Housekeeping Department Head is responsible for ensuring that
the Public Areas and the Back of the House (including all storerooms,
luggage rooms and offices) are kept clean and well maintained.
Establish a program to have all upholstery cleaned on a timely
basis.
Establish a program to have all curtains and/or window
coverings properly cleaned on a timely basis.
Establish a program to have all floors deep cleaned (stripped
and waxed) as necessary depending on the type of flooring
material used i.e. stone, marble or linoleum, etc.
Expand this list as necessary to suit your particular needs in
each property.

2. See attached example of schedule for cleaning projects in the Public
Area and Back of the House.

3. If these areas are given to a cleaning contractor, it is still the
Housekeeping Department Heads responsibility to see that the above
programs are in place.
Make sure to include in all cleaning contracts.
Schedule weekly walk throughs with the cleaning contract
vendor and have all deficiencies corrected immediately.

Area Task to be Completed Scheduled
Date
Scheduled
Date
Scheduled
Date
Scheduled
Date
PMs Office Curtains dry cleaned
Floor stripped and waxed
INSERT
PROPERTY
LOGO
HERE
Upholstery cleaned
XXX Office(s) Curtains dry cleaned
( list all Floor stripped and waxed
Individually) Upholstery cleaned
Luggage Rm Floor stripped and waxed
Back of House Hallway floors to be stripped and waxed
Elevator floor to be stripped and waxed
Locker Rooms Floors to be stripped and waxed
Lockers to be emptied and sprayed with insecticide
Clean top of lockers
Deep clean shower stalls
Residents Lounge Shampoo Carpet
Clean upholstery (shampoo or have dry cleaned)
Curtains dry cleaned
Window treatments cleaned
Floors stripped and waxed
Walls washed
Kitchen Area Defrost refrigerator
Wash walls and cabinets inside and out
Strip and wax floor
This is not a comprehensive list. Only an example. Expand your list as necessary.
Housekeeping
Revision No. II
Pest Control
Page 1


Policy: To ensure that all apartments, Public Area spaces and Back of House
spaces are free of insects and termites.

Procedure:
1. Housekeeping Department Head must develop a pest control program
that effectively rids the apartments, public area spaces and back of
house spaces of insects and termites.

2. All areas must be sprayed with insecticide at least once a month. More
often if the situation dictates.

3. Pest Control operators must be escorted from room to room within
each apartment by property staff.

4. Housekeeping must put a letter announcing the day(s) that the Pest
Control vendor will be in the apartments. This gives the Resident time
to prepare.

5. If Resident would like to arrange a different time or day, make the
arrangements and note in the office log book.

6. See attached example of letter to the Resident.

Use your Propery
Letterhead

SI NGAPORE
AUSTRALI A
BELGI UM
CHI NA
FRANCE
GERMANY
I NDONESI A
J APAN
MALAYSI A
NEW ZEALAND
PHI LI PPI NES
SPAI N
THAI LAND
UNI TED ARAB EMI RATES
UNI TED KI NGDOM
VI ETNAM
4 May, 2005

Dear Residents,

Apartment Pest Control Schedule

As part of our ongoing Housekeeping programme, a routine pest control
exercise will be carried out on 28
th
and 29
th
October 2004 from 1000hrs to
1700hrs. However, if the time indicated is not favorable to you, inform our
Housekeeping Department to arrange for an alternative time which would
best suit your needs.

For your own comfort, we would like to inform you that there may be a
slight trace of odour which you may find rather unpleasant. We will be
happy to refresh your apartment if you should require it.

You are also encouraged to cover any food items or store the food in the
refrigerator as the chemical may leave the food with an unpleasant ordour
and taste.

We will ensure all efforts are made to minimize any inconvenience caused.
Please feel free to contact us for further details.

Regards,

XXXXXXX
Manager

Housekeeping
Revision
No.
II
Landscaping/Planters
Page 1


Policy: To ensure that all greenery throughout the property is well cared for
and is aesthetically pleasing.

Procedure:
1. The Housekeeping Department Head is responsible for overseeing the
contactors who provide the landscape services if it is not done by the
Housekeeping Department in house.

2. If you are using a contractor to maintain the landscaping of the
property, ensure that the following items are included in the contract (if
applicable).
Grass cutting
Racking of leaves
Blowing of leaves in hard to reach places
Trimming branches, palms, climbers and hedges
Disposal of plant debris and sweeping
Weeding
Clearing of fallen trees
Pruning and trimming to remove dead leaves and branches
Others as deemed necessary in your property

3. Include the frequency in which these tasks must be performed.
Daily
Weekly
Fort-Nightly
Monthly
As and when required
Or specific days such as Every 2
nd
week of the month or
Every 4 week of the month.

4. Housekeeping Department head must schedule regular walk through
with the Contractor.
Suggest at least once a month
More if area is large and you need to break it into two meetings
Create a good working relationship with Contractor

Housekeeping
Revision
No.
II
Landscaping/Planters
Page 2


5. Housekeeping Department Head must walk the property with the
Housekeeping Attendant once a week if a contractor is not used for the
landscaping services.
Use the same Inspection List as with a Contractor.

6. Plant containers and flower beds must be in good condition.
Must not be cracked, scratched or otherwise damaged.
Must appear clean and crisp, well maintained.
Pots must be proportionate to the size of the plant in it.

7. All planters should be equipped with a water gauge that indicates when
the water level as fallen below the expected level.
Helps to prolong the life of the plant by indicating when the
humidity level within the soil falls and that more water is
required.

8. Housekeeping Department head must write out the watering schedule
for all plants in the apartments and on the elevator landings.
Example is Water the house plants in the apartments every
Wednesday.
Water the plants on the elevator landings every other day.
Frequency will depend on the types of plants in house. Seek
advice from a florist or your Landscape Contractor.
Post schedule in the Housekeeping Office and ensure all
Supervisors monitor the program.

9. See attached example of Maintenance Schedule. Please create one
that is specifically for your property.

INSERT
PROPERTY
LOGO
HERE

Landscape Maintenance Schedule

Activities

Frequency

Daily Weekly Fort-Nightly Monthly As Required

Grass Cutting
- Machine cut flat area.
- Rotary Blade slope area

X

Racking of
leaves
- Rake leaves flat area
- Blower hard to reach areas
(limited to half hour)

X

Disposal of
plant debris &
sweeping
- Sweep all areas around plants and
plant beds
- Throw away debris

X

Weeding
- Noxious weeds and unwanted plants

X

Clearing of
fallen trees
- Clear and dispose of fallen trees

X
Pruning &
trimming
- For aesthetics and to remove dead
laves and branches.

X

Housekeeping
Revision No. II
Schedule of Housekeeping
Services
Page 1


Policy: To ensure the cleanliness of the apartment and to inform the Resident
of the services available.

Procedure:

1. Apartments are cleaned 6 days a week, Monday through Saturday.

2. No service on Sunday.

3. Service is provided on Public Holidays unless the holiday falls on a
Sunday.

4. Cluster Head may decide to provide Housekeeping Service 7 days a
week, including Public Holidays.

5. A skeleton crew must be in Housekeeping on Sunday and Public
Holidays to clean any apartments deemed necessary to operate the
property effectively.
A property can not turn business away just because an
apartment is not available due to no staffing.

6. Bed linen is changed every other day (changed immediately if soiled).

7. Terry toweling is changed daily.

8. Supervisor must advise Resident of the service guidelines when
introducing the Room Attendant to the Resident for the first time.

9. Supervisors must mark whether or not linen is due to be changed on
their master sheet.
This information is found on the Room Attendants Assignment
Sheets where the RA marks if linen has been changed.
Supervisors must be diligent to ensure linen is changed on a
timely basis.

Housekeeping
Revision No. II
Schedule of Housekeeping
Services
Page 2


1. Apartments are cleaned 6 days a week, Monday through Saturday.

2. No service on Sunday.

3. Service is provided on Public Holidays unless the holiday falls on a
Sunday.

4. Cluster Head may decide to provide Housekeeping Service 7 days a
week, including Public Holidays.

5. A skeleton crew must be in Housekeeping on Sunday and Public
Holidays to clean any apartments deemed necessary to operate the
property effectively.
A property can not turn business away just because an
apartment is not available due to no staffing.

6. Bed linen is changed every other day (change immediately if soiled).

7. Terry toweling is changed every other day (change immediately if
soiled).

8. Supervisor must advise Resident of the service guidelines when
introducing the Room Attendant to the Resident for the first time.

9. Supervisors must mark whether or not linen is due to be changed on
their master sheet.
This information is found on the Room Attendants Assignment
Sheets where the RA marks if linen has been changed.
Supervisors must be diligent to ensure linen is changed on a
timely basis.

Housekeeping
Revision No. II
VIP Procedures
Page 1


Policy: To ensure each property properly recognizes the VIP Residents.

Procedure:
1. The following will be designated a VIP.
Senior Government Official
Person(s) designated by Marketing
Person(s) designated by Management
Celebrities

2. Complimentary arrival transfer shall be accorded.

3. Provide a fresh cut flower arrangement attractively displayed and
visible as you enter the apartment.

4. Welcome Amenity to reflect the prestige of the Resident and cultural
background of the Resident. Person who initiated the booking should
decide which gift to give. Otherwise, the Property Manager will decide.
Examples of amenities :
Wine or Champagne if appropriate
Fresh fruit juice if alcoholic beverages not appropriate
Dried fruits and nuts in small dishes on the dining table, coffee
table and bedside table as appropriate
Childrens amenities ( if children are accompanying the VIP)
such as cookies and milk; popcorn and sodas
Etc.

5. Property Manager or Manager on Duty will meet and greet the
Resident upon arrival.
May choose to escort the Resident to the apartment as well.

6. The Front Desk agent will do the check in procedures in the apartment
with the Resident.
Fill in as much information that you can on the Registration Form
prior to presenting it to the Resident.
Offer a tour of the property at the Residents convenience.

7. Upgrade bathroom amenities if appropriate.
Larger size of shampoo etc if available.

Housekeeping
Revision No. II
VIP Procedures
Page 2


Add additional items such as bath salts, loofah sponge,
shoeshine cloth, bathroom slippers as examples.

8. Departure notice to be filled in with all relevant information and sent to
the Resident prior to departure.

9. Property Manager or Front Office Department Head to meet and greet
the Resident once again and escort to his/her vehicle.
Assure satisfaction.
Extend invitation to visit again.

10. Departure assistance at the airport in countries where it might be
advisable to render more assistance at departure and if the airport
infrastructure allows it.

Housekeeping
11. Apartment must be prepared and ready for inspection 2 hours before
arrival.

12. The Housekeeping Department Head is responsible for the overall
cleanliness and physical condition of the apartment and that all
amenities are placed in the apartment prior to arrival.
Inspect the apartment with the Supervisor and with an Engineer
to expedite the correction of any deficiencies.
Ensure all items such as kitchen utensils and crockery is present
in the apartment.

13. Housekeeping Department Head is responsible for making sure the
appropriate flower arrangement is in the apartment prior to the
Residents arrival.
Front Office may purchase the arrangement but Housekeeping
will place it in the apartment.

14. Housekeeping Department Head is responsible for making sure all gifts
and Welcome Amenities are properly placed in the apartment prior to
the Residents arrival.

Housekeeping
Revision No. III
Date October 2006 Topic:
Welcome Package
Page 1


Policy: To ensure that the Resident feels welcomed and that we appreciate
his/her patronage.

Procedure:
1. For Ascott brand facilities, all Welcome Cards must be
handwritten and card presented in an envelope as per MARCOM
guidelines.

2. Somerset brand facilities may use personalized, pre
printed cards and displayed without the envelope as per MARCOM
guidelines.

3. All Welcome Cards, Gifts and Packages must be in the apartment prior
to arrival.

4. Know exactly what each Resident will be receiving as a Welcome Gift.
Should be verified the day before the Resident arrives.
Ensure that the item(s) are on property and will be available at
the time of arrival.
All packaging must be in good condition and have a professional
appearance.

5. All Welcome Gifts and Packages must be presented in an appropriate
container that enhances the overall appearance of the room (Avoid
cheap rattan baskets).

6. All Welcome Gifts and Packages must be placed in the designated
spot for such items.

7. Photos of proper set up and placement must be kept in the
Housekeeping Office for reference.

Housekeeping
Revision No. III
Welcome Package
Page 2


8. All packaging of food items must be in good, clean condition, free of
signs of wear and tear.

9. Number of items must be sufficient for the number of guest checking
into the apartment.

10. Do not replenish the items on a complimentary basis unless instructed
to do so by the Property Manager.

11. Ascott brand properties must have the Supervisor
introduce the Room Attendant to each new Long Stay Resident
(staying one calendar month or more) within 24 hours of the Residents
arrival.
To ask the Resident if they have specific instructions regarding
the cleaning of their apartment.
This is a nice way to touch the Resident with the unexpected.

12. Property Manager can offer a Groceries list for their Long Stay
Residents to stock up the kitchen with certain food items.
Contract with a local grocer who can deliver groceries on an as
needed basis. Develop a grocery list with product code,
description and price. Must be user friendly.
Faxed to Resident prior to arrival.
Reservations should try to get a response at least 24 hours prior
to Residents arrival if at all possible or inform the Resident that
items will be placed in the apartment in the most efficient
manner within the time constraints of receiving the list.
Items to be purchased by Housekeeping and placed in the
kitchen prior to arrival.
Charges to be posted on the day of arrival. Client will be
charged if apartment reservation is cancelled with in 24 hours of
arrival.

13. Housekeeping Department Head should interview several local grocery
stores and enter into an agreement with one whereby the Grocer will
provide a detailed grocery list with product codes, descriptions and
prices and deliver groceries on an as needed basis.

Housekeeping
Revision No. III
Welcome Package
Page 3


This grocery list, along with 3 copies of the Grocery Ordering
Form, can be presented in a separate folder placed in the
Kitchen.
Resident will fill out the form provided and enter in the Product
Code and the Quantity.
Price per unit and total cost to be filled in by Supervisor or Linen
Room Attendant.
Room Attendant will replace Grocery Ordering Forms as
needed.

14. Pre Arrival Grocery Request Form for long stay guest should be
received from the Front Office at least 24 hours in advance if at all
possible.

15. Housekeeping Department Head must ensure that all items on the Pre
Arrival Grocery Ordering Form are purchased and placed in the
apartment prior to the Residents arrival or at the earliest convenience.

16. Items to be placed in Welcome Basket:

Item Minimum
No.
Comments
Fresh Fruit 4 pieces Local fruit in seasons is a nice touch
Coffee, Tea, Milk,
Sugar
4 sachets
each

Bottled water 2 for short stay, replenished daily
4 for long stay, not replenished
Beverage (soft
drinks/alcohol) If
Appropriate.
4 pieces
Biscuits 2
packages
Local snack food is a nice touch

Insert your logo here
Grocery Ordering Form for Residents
4 Step Ordering Process
One: Refer to the Grocery List provided for product codes and price.
Two: Fill in product code and quantity and give to the Reception Desk before 10:00am for
same day delivery.
Three: Groceries will be delivered to your apartment with a copy of the completed Order Form.
Four: All prices inclusive of GST and will posted directly to your Resident's account.
Product Code Quantity Price per Total Remarks
Number to Deliver Unit Cost
BEVC02 2 6.90 $ 13.08 $ price per unit and total
VEG12 6 0.40 $ 2.40 $ cost filled out by us
Service Charge 10.00 $
Total Amount Charged to Resident 25.48 $
** Please contact the Reception Desk by 10:00am the next day if any items need to be replaced.
Ivan Goh Ivan Goh
Resident's Name Resident's Signature
20-Aug-04
Date
Italicized examples

Grocery List

Beverages Page Breakfast Page
Coffee 17 Cereals 14/15
Tea 18 Eggs 16
Sugar/Sweetener 18
Liquor 22
. .
. .
. .
Vegetables Page
Mushrooms 7
Potatoes 7

(1 page long)

(2
nd
page starts actual list of grocery items)

Grocery Item Ordering Code Units /Package Price
Beverages

Coffee
Nescafe Classic BEVC01 100g/ bottle $4.60
Nescafe Gold Blend BEVC02 100g/bottle $6.90
Nescafe Instant Coffee 3 in 1 BEVC03 40s/pckts $4.80

Etc.
Etc.
Etc

INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Residents Special Occasions
Page 1


Policy: To express and promote the companys warm hospitality to our
residents.

Procedure:
1. Express and promote warm hospitality by offering a gift to the resident
for special events or celebrations. Appropriate occasions might be:
Residents Birthday
Departure Gift applicable for Long Stay
Wedding Day
New Born Baby
Wedding Anniversary
Get Well Recovery
Service Recovery

2. Presentation of gift to resident must be by a Department Head or a
Property Manager.

3. Individual cluster is to identify type of gift for the above mentioned
events.

4. Cluster is encouraged to package and give localized item as gift set.
Example,
A localize handicraft name holder / Key Chain engraved with
residents name.
An elegant stationary set engraved with residents name.
A signatory Ascott/Somerset item, Polo T-Shirt.
Countrys grown product Bottle of champagne, wine etc.

Housekeeping

5. It is the responsibility of all staff members to be alert for indications that
the Resident is celebrating a special occasion or has become ill. This
information should be given to the Department Head who will
determine what the appropriate action should be.
The Room Attendants are in the best position to acquire this
information.
This is where The Ascott Welcome Behavior of touch them with
the unexpected is easiest to achieve.

Housekeeping
Revision No. II
Residents Special Occasions
Page 2


6. The Property Manager or Operations Manager must approve all gifts
before being sent to the Resident. This is to ensure that the gift is:
Appropriate for the occasion.
Presented in a tasteful manner.
Accounting practices are followed.
More follow up is necessary i.e.: in the case of an illness.

7. The Housekeeping Department Head and the Property Manager
should develop specific gift ideas in advance.
Photos taken of the set up and proper placement.
Photos should be kept in an album for reference.
Pre planning saves time and makes the gift more spontaneous
and timely.
Prices can be predetermined and approved by Property
Manager making the process flow quickly.

8. Some gift suggestions:
Hand written note on quality bond paper
Tasteful cards signed by various staff members
Cakes/ cookies
Local souvenirs
Flowers
Alcoholic beverages where appropriate
Be creative!!!

Housekeeping
Revision No. II
Pre Arrival Inspections
Page 1


Policy: To ensure the apartment is clean and all amenities are in place prior
to the Residents arrival. Atmosphere should be warm and inviting, conveying
the sense that we have been expecting them.

Procedure:
1. Housekeeping Supervisor to inspect the apartment:
Short stay markets at least 30 minutes before arrival. Best if it
can be done two hours before arrival to allow enough time to fix
all discrepancies found during the inspection.
Long stay markets two hours prior to arrival.

2. Any Engineering deficiencies must be reported to the Department
Head immediately and rectified before the apartment is released to
vacant and clean status.

3. All standards and equipment checklist must be completed and signed
by the Department Head:
Short stay Given to Department Head on the day the Resident
arrives. Department Head must ensure all deficiencies listed on
the inspection sheet are rectified when the Room Attendant
services the apartment for the first time.
Long stay One hour prior to arrival of the Resident to ensure
that all deficiencies have already been rectified.

4. Welcome Amenities must be properly placed in the apartment prior to
the final inspection by the Supervisor.

5. Perishable Welcome Amenities or amenities requiring ice must be
refreshed as need until actual arrival.

6. Switch on all lights.

7. Air-conditioner should be set at 23.5 degree Celsius Summer/ 21
degrees Celsius winter and on low fan.

8. Switch hi-fi on to an instrumental or jazz music station. Music should be
heard but not be loud.

9. See attached sample of Pre-Arrival Checklist.

Pre Arrival Checklist

Date:__________ Inspector:______________

Apartment Number:________

Standard/Procedure Y/N Remarks
1. Supervisors Inspection Checklist
complete/correct

2. Apartment Inventory Checklist completed by the
Supervisor. Copy for Resident is available.

3. All items on the Apartment Inventory Checklist
are present.

4. All Engineering deficiencies have been
corrected.

5. Furniture and fixtures are in excellent condition.
6. Welcome Amenity is attractively displayed.
7. Welcome Card has correct name and is in
excellent condition.

8. Ice in beverage cooler is fresh and plentiful.
9. All lights are on.
10. Soft music is playing.
11. Apartment is a comfortable temperature
12. Apartment smells fresh and clean.
13. Atmosphere is warm and inviting.

INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Apartment Inventory Checklist and
Procedures
Page 1


Policy: To ensure that all items listed in the Resident Service Directory and
all items listed on the apartment inventory are present in the apartment prior
to the Residents arrival.

Procedure:
1. Supervisors must complete the Apartment Inventory Checklist at least
30 minutes prior to arrival whenever possible.

2. All items listed on the Apartment Inventory Checklist must be present.
Any deviations must be approved by the Property Manager prior
to arrival.
Or Resident must be informed when they can expect to have
the items. Property Manager must also be aware of the
situation.
Extremely important that we provide all the amenities that we
advertise!

3. Apartment Inventory Checklist must be typed and proof-read and have
the appropriate property logo as per MARCOM guidelines
This will be seen and signed by the Resident.
Image!

4. Supervisor must meet with Resident within 48 hours of arrival and have
the Apartment Inventory Checklist signed by long stay Residents.

5. For short stay Resident, the list should still be placed in the apartment
prior to the Residents arrival as a reference.

Housekeeping
Revision No. II
Toiletries
Page 1


Policy: To ensure a consistent, high quality product is provided for all
Residents.

Procedure:
1. The packaging of the toiletries must not show signs of wear and tear.

2. Labels must be clean and neat with no edges curling up etc.

3. Toiletries must be presented elegantly on an appropriate tray or in an
appropriate basket.

4. Properties must not recycle used toiletries bottles. You cannot refill and
use again as this is against the law in many countries. Non-hygienic
practice as well.

5. Long stay guest (anything over one calendar month).
Give the resident the following at check in and do not replenish.
Aigner Bath and Shower Gel 75 ml
Aigner Shampoo 75 ml
Aigner Conditioner 75 ml
Aigner Lotion 75 ml
Aigner Bath Soap- 50 g

6. Short stay (anything under one calendar month). Give
the Residents the following and replenish as necessary.
Aigner Bath and Shower Gel 25 ml
Aigner Shampoo 25 ml
Aigner Conditioner 25 ml
Aigner Body Lotion 25 ml
Aigner Soap Bar 25 g
Tooth brush - if market requires it.
Shower cap

Housekeeping
Revision No. II
Toiletries
Page 2


Sanitary bags
Cotton Buds

7. Long stay Residents (anything over one calendar
month) give the Resident the following at check- in and do not
replenish.
Somerset logo Bath Gel 50 ml
Somerset logo Conditioning Shampoo 50 ml
Somerset logo Body Lotion 50 ml
Somerset logo Soap Bar 50 g

8. Short stay Residents (anything under one calendar
month) give the Resident the following and replenish as necessary.
Somerset logo Bath Gel 30 ml
Somerset logo Conditioning Shampoo 30 ml
Somerset logo Body Lotion 30ml
Somerset logo Bath Soap 25 g

9. Have following available on request.
Tooth Brush
Shower cap
Sanitary bags
Cotton buds

Both Brands
Toilet paper must be a 2 ply brand and replenished as needed.
Tissue must be in a box form and is replenished as needed.

Housekeeping
Revision No. II
Minimum Requirements Kitchen
Equipment and Supplies
Page 1


Policy: To ensure a consistent number of utility items are kept in the
apartment at all times for the Residents convenience.

Procedure:
1. Please refer to the FFE specifications on the Intranet under Product,
Process & Procurement. It is under sub-heading Product and Process.

2. All items must be kept clean and free of signs of wear and tear.
Replace when damaged or missing.

3. Property Manager will determine which of the optional items, if any; will
be provided at the property.

4. Use the Checklist for Kitchen Supplies and Equipment list before each
new Resident arrives to ensure correct number of items are in the
apartment before Resident signs the acknowledgement form (where
applicable).

5. Housekeeping Department Head must be able to replace broken or
missing items within 24 hours.
Ensure that an adequate stock of all items is kept on property.
Know where to buy each item when needed.
Do not mix and match different brands/ design of silverware or
tableware.
If you cannot match what is currently in the apartment, you must
change all the pieces in that apartment.
Consistency is key!

6. Place the following cleaning chemicals in the kitchen prior to the
Residents arrival. Do not replenish.
1 box or packet of laundry detergent that is suitable for the type
of washing machine provided. A low sudsing variety is best if
one is available.
1 bottle or packet of dishwashing liquid if no dishwashing
machine is provided.
1 box or packet of dishwashing detergent that is suitable for the
type of dishwashing machine provided.
A sponge or scouring pad.

Housekeeping
Revision No. II
Linen Requirements
Page 1


Policy: To ensure consistency in all properties.

Procedure:
1. All linen must be clean and free of stains.

2. Linen must not be frayed on the ends or worn thin.

3. All linen must be tagged with appropriate labels.
One side of the tag must have the issuing date (date put into
circulation).
Other side of the tag must have the property name or location.

4. All discard linen must be counted in the linen inventory as per
accounting practices.

5. Recycle discard linen where possible i.e. rags.

6. Refer to the Linen Specifications for each brand in the FFE List under
Procurement on the intranet.

7. Any deviations from standards must be approved by the Product,
Process & Procurement Division.

Housekeeping
Revision No. II
Linen Stocks and Inventory
Procedures
Page 1


Policy: To ensure par levels are maintained and that linen inventories are
conducted on a timely basis.

Procedure:
1. Linen inventories must be conducted on a quarterly basis (March,
June, September, December).

2. A par is the exact number of pieces used to make up each bed/set up
each bathroom/kitchen in all the units of the apartments on your
property.

3. Must have at least a 4 par system in place:
First par- in the apartments.
Second par is in the process of being cleaned.
Third par is in the clean linen area waiting to be used.
Fourth par - allows for linen that has been damaged or stained
to be pulled from circulation without causing disruption of the
linen flow. Also provides enough linen over long holidays in
those markets where linen is cleaned off site.

4. The Housekeeping Department Head is responsible for establishing
what one par is.

5. Housekeeping Department Head must gather the following information
to establish what the par levels are:
How many king beds are on the property?
How many queen beds are on the property?
How many twin beds are on the property?
How many extra beds are on the property?
How many bathrooms with linen are on the property?
How many of each type of sheet is used to make one of each of
the above bed types?
How many of each type of terry is used to set up one bathroom?

6. See attached example of a work sheet to determine total number of
beds and bath rooms on property.

7. See attached Establishing Par Levels worksheet.

Housekeeping
Revision No. II
Linen Stocks and Inventory
Procedures
Page 2


8. All properties must maintain at least 4 pars of all bed linen and terry.

9. Quarterly inventories must be completed in a timely manner.

10. See attached Operating Equipment Inventory Procedures attached.

How Many Beds and How Many Baths?
Your Apartments
100 apartments
A B C D E F G H
Apartment Total # Total # of # of king Total # of king # of twin times 2 # of full # of half
Type of units bedrooms rooms beds rooms beds (twin rms) bathrooms bathrooms
1 One bedroom/ studio 30 30 25 25 5 10 30
2 Two Bedrooms 50 100 50 50 50 100 100
3 Three Bedrooms 15 45 30 30 15 30 30
4 Four Bedrooms 3 12 6 6 6 12 6 3
5 Five Bedrooms 2 10 6 6 4 8 4 2
6 Total number of beds 197 117 117 80 160
7 Total number of bathrooms 170 5
Step 1: Determine how many apartments you have in each catogory. i.e. One bderoom, Two Bedroom. Enter number in Column "A"
Step 2: Determine how many rooms of each catogory have a King bed in it and how many rooms have twin beds in them.
Enter the number in Column "C" and "E"
Step 3: Determine how many full bathrooms and half bathrooms you have in each category. Enetr numbers in Column "G" and "H"
Step 4: Multiply the number of King Rooms , Column "C" times the number of Kings beds in the room. ( obviously 1) put number in Colomn "D"
Step 5: Multiply the number of Twin Rooms , Column "E" times the number of Twin beds in each room ( obviously 2) put number in Column " F"
Step 6: Add all of Column "B" and enter the number on line 6. This is the Total number of bedrooms on your property.
Step 7: Add all of Column "D" and enter the number on line 6. This is the Total number of king beds on your property.
Step 8: Add all of Column "F" and enter the number on line 6. This is the Total number of twin beds on your property.
Step 9: Add all of column "G" and enter the number on line 7. This is the Total number of full bathrooms you have on property.
Step 10: Add all of column "H" and enter the number on line 7. This is the Total number of half bathrooms you have on property.
Establishing Par Levels
A B C D E F G H
Item # per set How many Total # for How many Total # Last Difference Need to
up beds/baths one par pars required for property Inventory from Total par Purchase
Sheet- King Flat 3 117 351 4 1404 1156 248
Pillowcases 4 197 788 4 3152 2973 179
Mattress Protector - King 1 117 117 2 234 230 4
Mattress Protector - Twin 1 160 160 2 320 298 22
Sheet - Twin Flat 3 160 480 4 1920 1821 99
Duvet - King 1 117 117 1.5 175.5 168 7.5
Duvet - Twin 1 160 160 1.5 240 236 4
Towel - Bath 2 170 340 4 1360 1185 175
Towel - Hand 2 175 350 4 1400 1021 379
Towel - Face 2 170 340 4 1360 987 373
Bathrobe 2 170 340 4 1360 1296 64
Bath Mat 1 170 170 4 680 576 104
1. Sheets are straight forward since they are listed separtely has King or Twin.
2. Pillow cases we use number of total rooms since there are usually two twin beds in one room thus 4 pillowcases per room.
3. Mattress Protector straight forward since they are sized.
4. Duvets straight forward since they are sized
5. Towels, bath mats and robes are tricky since some rooms have half baths. Be careful of the number of bathrooms entered for each of these items.
Column " A" is determined by the way you set up your rooms in your property.
Column " B" is taken from the How Many Beds Worksheet.
Column "C" is the number you get when you mulitply Column "A" by Column "B". Which is considered "one par" or the total number of each item to
complete all rooms in the building.
Column "D" is the number of pars required for each item.
Column "E" is the total number of pieces of each item to have the correct number of pars for the building.
Column "F" is the number of each item that you counted during your last linen inventory.
Column 'G" is the number of pieces that you are either short ( if the number is positive)
or the number of pieces more than the last inventory (if the number is negative)
Column "H" is where you enter in the number of pieces you wish to order to bring all the linen numbers back into line with the pars.

Operating Equipment Inventory Procedures

1. This process can be used for linen, china, flatware or any other type of
operating equipment.
2. Key is to be organized.
3. There are generally two counting teams.
The operations team that does the pre-count.
The Finance Team that does the verification count and records the
official number.
4. Finance should supply the official count slips with sequential serial
numbers for tracking.
If doing without Finance, make your own.
Ensures an accurate count has been performed.
5. Set a date far enough in advance so that all parties involved can prepare
adequately.
Times set are for the 2
nd
count by the Finance Department. Make
sure that this is clear.
1
st
count must be completed before Finance begins.
Best to pick a date with low occupancy and few arrivals/departures.
Email all participants in advance and include instructions.
Example: Friday, August 20
th
7:00am Floor closets
8:00am Residents Club
9:00am Gym/Pool
Above timetables is for the Finance Team to verify count, therefore all
outlets MUST perform their pre-counts before the stipulated time.
Careful planning and time management is essential to meet the above
time table for verification. Please call Nora, Housekeeping Supervisor,
at extension 53 if you have any questions.

6. Assign a senior member of your team to be the main point of contact.
Housekeeping Department Head will be busy checking that all
areas are organized properly and that the procedure is done
correctly.
Finance Manager also works closely with the Housekeeping
Department Head.
Good exercise for junior up and coming staff to show their
organization skills!
7. Pre Count Preparation
All items (linen) should be staged/grouped together neatly and
displayed on tables/counters for easy counting
Group items (linen) in 10s, 20s, 30s, 50s, etc.
1
INSERT
PROPERTY
LOGO
HERE
All quantities of each type must be segregated and staged/grouped
together to facilitate the counting process.
Assign one person per area to be in charge.
Serially numbered count slips will be issued by Finance (or the
Housekeeping Department Head) who will in turn issue to all the
staging areas.
All unused count slips must be returned to the Finance In Charge or
the Housekeeping Department Head.
Loss of count slips could cause a re-count!
There should be no movement of operating equipment (linen)
during the pre-count or verification phase.
Dirty linen should be staged/grouped and counted as well.
8. Count Procedures
Managers should walk their areas and looking into all cabinets,
drawers, shelves, trolleys and ensure all operating equipment
(linen) item shave been retrieved and none is hidden anywhere.
There should be two people per count team. One to count and one
to record.
Count twice or three times if in doubt.
Each time a stage/group is counted and you are satisfied with the
count quantities, complete a Count Slip, note the date of the count,
location, item description, item size and the counted quantity.
Person who counted the items must initial the Count Slip.
Secure the Count Slip right on top of the Stage/grouped counted.
Move to the next stage/group.
Note that all Count Slips must be used in serial number and every
number must be accounted for. As the count slips are numbered, it
is important that none of these slips are lost. Should you make a
mistake, just cross off the slip and write VOID over it. Do not throw
it away!
The Finance count teams will then come by at the appointed time
and perform the 2
nd
count.
Only after the Finance In Charge is satisfied with the count will the
Count Slips be removed systematically.
Removing them before the count is complete may cause a re count
to be done because of disorganization.
9. Verification by Finance Team ( or 2
nd
count teams if no Finance Team)
The verification team will verify all the counts by moving
systematically throughout the count area of each location where
items (linen) is staged/grouped.
2
The verification team will match the location, item description and
the item size of the count slips of each stage/group and ensure they
are correct.
Discrepancies between quantity counted by 1
st
count and the
verification team will be investigated and resolved immediately. The
verification team has the final say.
Verification team will then initial the Count Slip by Verified
Quantity.
When all counts have been completed and Finance In Charge
agrees, then the Verification team will pick up all the Count Slips
and give them to the Finance In Charge or Housekeeping
Department Head.
All count slips will then be checked by serial number to ensure all
Count Slips are accounted for.
Finance will then tabulate the Count Slips and enter into
appropriate accounting records.
3
Final count is then given to the respective department head
(Housekeeping Department Head) who then can make operational
adjustments if necessary.

Count Slips

Serial Number:_________ Date:_____________

Location:_______________ Item Size:_________

Item
Description:_____________________________________________________________
________________________________________________________________________

1
st
Count Quantity:_______ Initials:___________

Verified Quantity:________ Initials:___________

Example

Count Slips

Serial Number:00101 Date: August 20, 2004

Location: Linen Storeroom, Fl 5 Item Size: 7.1cmX14.2cm

Item Description: White bath towel
________________________________________________________________________
___________________________________

1
st
Count Quantity: 75 Initials: EAG

Verified Quantity:75 Initials:BG

Housekeeping
Revision No. II
Breakfast Buffet
Page 1


Policy: To ensure the breakfast served in the Residents Lounge is set up in a
professional and consistent manner and that food safety rules are followed.

Procedure:
1. The breakfast set up must be sufficient for the number of apartments
on the property.

2. Take into consideration the following points:
Long stay vs short stay market.
Number of families living in the property.
Hours of operation.

3. Standard hours of operation are as follows:
Breakfast is served 7 days a week, including Public Holidays

4.
Full continental breakfast
Cluster Head can upgrade it to American Breakfast
To be provided on a complimentary basis.

5.
All properties must have breakfast facilities ( may not be within
property but must be within a short walking distance)
Minimum standard is continental breakfast.
Cluster Head can decide whether chargeable or complimentary.

6. Create two buffet lines if the number of Residents warrants it.

7. The layout of the items must be logical and there should be a flow to
the line.

Housekeeping
Revision No. II
Breakfast Buffet
Page 2


8. The utensils, tableware, chinaware and glassware chosen for the buffet
must be tasteful and easy to maintain, avoid primary colors and fragile
items.
Items must be clean as well as able to resist repeated
handling.

9. Unless you have very high breakfast turnover, avoid oversized
containers.
It is preferable to have smaller containers which you
replenish regularly; this will ensure the freshness of the food.

10. Breakfast should be available from 6:30 am to 9:30 am.

11. Minimum standard for Continental Breakfast for all properties is as
follows.
Choice of bread ( hard roll, soft roll and croissant)
Choice of toast ( white and wheat)
Butter and margarine in individual portions
Choice of jam (2 types) in individual portions and honey in
individual portions
Choice of chilled fruit juice ( minimum of 2 types)
Choice of fresh cut fruits ( minimum of 2 types)
Choice of cereals ( minimum of 4 types and individual
portions preferred)
Choice of coffee, decaffeinated coffee
Choice of tea and herbal tea ( minimum of 4 types)
Chocolate powder in individual portions
Hot and cold milk. One low fat option to be included
White sugar, brown sugar and artificial sweetener in
individual portions

12. Optional items include the following and depend on the Residents
profile at the individual properties.
Danish pastries
Fresh fruit ( preferred for Ascott)
Individual creamers
Rice or porridge
Hot soup
Green salad with accompaniments
Hot line for eggs, breakfast meats, etc.

Housekeeping
Revision No. II
Breakfast Buffet
Page 3


13. Tailor the breakfast to meet the culinary preferences of the Residents
as these may vary from country to country and region to region.

14. Cluster Head will decide which food and beverage items to offer on the
buffet.

15. The Housekeeping Department Head is responsible for the cleanliness
and hygienic quality of the food preparation area(s), food storage
area(s), food preparation and presentation of food and beverage items.
The Director of Food and Beverage will take over all these
responsibilities if the property has this position and department.

16. Take pictures of the proper set up of the buffet line and post inside the
kitchen area.
Add your particular set up requirements to this section of
the manual.
Add step by step instructions on how to set the buffet up
properly.
The order in which items should be brought from the food
preparation area should be included.
Be very detailed.
Be very conscious of food hygiene.

17. Follow the Food Hygiene policy number 26.

18. The breakfast buffet line must be set up properly at least 15 minutes
prior to the opening hours of the Residents Lounge.

19. Housekeeping Department Head or designated Supervisor must do
periodic quality checks on the food and beverages served.
Head of Department or Supervisor must check on presentation
and cleanliness at least twice during the service hours.

20. The food preparation and the food storage areas must be thoroughly
inspected on a daily basis.
Housekeeping Department Head to write an inspection list to
suit the property.

21. See attached example of inspection list.

INSERT
PROPERTY
LOGO
HERE

Food Storeroom
Date:

Area Clean? Comments
Floor swept and mopped properly
No debris under food storage racks
No food items stored directly on the floor.
Racks are clean and polished.
No food debris on rungs or shelves.
Walls are clean and free of mildew or other contaminates.
Packaged food is stored in a manner that ensures it stays
dry.

All food items are stored in impervious and non absorbent
containers.

Raw food is separate from ready to eat foods.
All food containers are clearly and correctly marked as to
identify what is in the container.

All opened or reusable storage containers that have food
items in them are marked with the correct date in which the
item(s) were put into the container.

Expiration dates are written on those items that require one
and those dates are adhered to.

Food storage system is using the First In, First Out
method of food rotation.

No signs of vermin, bugs or insects
Etc.

This list is only an example. Expand as needed.
INSERT
PROPERTY
LOGO
HERE

Food Preparation Area Date:

Area Clean? Comments
Floor swept and mopped properly
No debris under food storage racks/counters/appliances
No food items stored directly on the floor.
Refrigerator is clean inside and out including behind the
unit.

Oven(s), microwave(s) and toaster(s) are free of food
debris and are clean on the outside and underneath.

All utensils/crockery are free of food debris and have been
properly sanitized during the cleaning process.

Utensils/crockery is properly stored in appropriate drawers/
cabinets.

Counter tops are clean and sanitized with no food debris or
dust on them.

Cabinets and drawers are free of food debris and dust.
Cutting boards and chopping blocks are clean and
sanitized.

Room smells fresh and clean and well maintained.
No signs of vermin, bugs or insects.
etc

This list is only an example. Expand as needed.
Housekeeping
Revision No. II
Food Hygiene
Page 1


Policy: To ensure minimum sanitary practices are being followed in all food
service outlets within the property.

Procedure:
Definitions

1. Food any raw, cooked or processed edible substance, ice, beverage
or ingredient used or intended for use in whole or in part, for human
consumption.

2. Food contact surfaces surfaces of equipment and utensils with which
food normally comes in contact, and those surfaces from which food
may drain, drip or splash back onto surfaces normally in contact with
food.

3. Food preparation the manipulation of foods intended for human
consumption by such means as washing, slicing, peeling, chipping,
shucking, scooping, and/or portioning. The term also includes those
activities involving temperature changes, combining ingredients,
opening ready-to use food packages, or any other activity causing
physical or chemical alterations in food.

4. Garbage food waste generated on premises that are not disposed of
through the sewage disposal system. The term also includes solid
waste such as discarded containers or wrappers that are contaminated
with food waste.

5. Perishable food any food of such type on in such condition as may
spoil; provided, that foods which are in hermetically sealed containers
processed by heat or other means to prevent spoilage and properly
packaged, dehydrated, or dry powder foods so low in moisture content
as to retard development of micro-organisms shall not be considered
readily perishable.

Housekeeping
Revision No. II
Food Hygiene
Page 2


6. Potentially hazardous food any perishable food which consists in
whole or in part of milk or milk products, eggs, meat, poultry, fish ,
shellfish, edible crustacean, or other ingredients, including synthetic
ingredients in a form:
Capable of supporting rapid and progressive growth of
infectious or toxigenic micro-organisms; or
Capable of supporting the slower growth of clostridium
botulism.
The term potentially hazardous food does not include foods
which have a ph level of 4.6 or below or water activity (Aw)
value of .85 or less, or air-cooled hard boiled eggs with shell
intact.

7. Ready-to-eat food food that is in a form that is edible without
washing, cooking, or additional preparation by the establishment or the
consumer and that is reasonably expected to be consumed in that
form.

8. Sanitize the effective treatment of clean surfaces of equipment and
utensils by an approved process which provides enough accumulative
heat or concentration of chemicals for enough time that when
evaluated for efficacy, yields a reduction of 5 logs, which is equal to a
99.999% reduction of representative disease micro-organisms or public
importance.

9. Sealed free of cracks or other junctures or openings which permit the
entry or passage of moisture.

Food Supplies

1. Food received or used in shall be from sources approved or considered
satisfactory by the facility and shall be clean, wholesome, free from
spoilage, adulteration and misbranding, and safe for human
consumption. It shall have been prepared, processed, handled,
packaged, transported and stored in a sanitary manner so as to be
protected from contamination and spoilage.

2. Milk and milk products, including fluid milk, other fluid dairy products
and manufactured milk products shall meet standards of quality
established for such products by applicable regional laws and rules.
Only pasteurized milk and milk products may be used or served.

Housekeeping
Revision No. II
Food Hygiene
Page 3


3. Shellfish, including oysters, clams and mussels, shall be obtained from
food establishments that are licensed under Federal or Regional Food
Regulatory Programs.

4. Meat and meat products received or used shall be identified as having
been officially inspected for wholesomeness and sanitation by a federal
or regional program.

5. Only clean eggs with shells intact and without cracks or checks,
pasteurized liquid, frozen or dry eggs or pasteurized egg products shall
be used.

Food Protection

1. Food while being transported, stored, prepared, displayed and served
shall be protected from dust, flies, rodents or other vermin, toxic
materials, unclean equipment and utensils, unnecessary handling,
coughs and sneezes, flooding by sewage, overhead leakage and all
other sources of contamination.

2. Different types of raw animal products such as beef, fish, lamb, pork or
poultry shall be separated during storage and processing using
different containers, partitions, shelves, or by cleaning and sanitizing
the equipment between product uses.

3. Raw food products shall be physically separated from ready-to-eat food
products during display or storage by storing the raw products below
the ready-to-eat food products or using other approved methods.

4. Perishable food shall be stored at such temperatures as will protect
against spoilage.

5. All potentially hazardous food must be kept at safe temperatures, 41
degrees Fahrenheit or below and 140 degrees Fahrenheit or above,
except during necessary periods of preparation and service.

6. Food shall be prepared with the least possible manual contact, with
suitable utensils, and on surfaces that prior to use have been cleaned,
rinsed and sanitized to prevent cross contamination.

Housekeeping
Revision No. II
Food Hygiene
Page 4


7. Food whether raw or prepared, if removed from the container or
package, in which it was obtained, shall be stored in a clean covered
container except during necessary periods of preparation.

8. Container covers shall be impervious and non absorbent, except that
linens or napkins may be used for lining or covering bread or roll
serving containers.

9. Unless its identity is unmistakable, bulk food such as cooking oil, syrup,
salt, sugar or flour not stored in the product container or packaged
which it was obtained, shall be stored in a container identifying the food
by common name.

10. Food not subject to further washing or cooking before serving shall be
stored in a way that protects it against cross contamination from food
requiring washing or cooking.

11. Package food shall not be stored in contact with water or un-drained
ice.

12. Food shall be stored a minimum of 15 cm above floor, on clean
shelves, racks, dollies or other clean surfaces in such a manner as to
be protected from splash and other contamination.

13. Individual portions of food once served to a Resident shall not be
served again, except those packaged foods, other than potentially
hazardous foods, which remain in their undamaged original packaging
and which are still wholesome may be retained.

14. Sugar, condiments, seasonings or dressings intended for self service
use shall be provided only in individual package or from dispensers
that protect their contents.

15. Non-dairy creaming or whitening agents shall be provided in an
individual service container, protected pour-style pitcher, or drawn from
refrigerated dispenser designed for such purpose.

16. Food while being transported to another location shall be in covered
containers or otherwise wrapped or packaged to ensure protection
from contamination.

Housekeeping
Revision No. II
Food Hygiene
Page 5


Personnel

1. No person while affected with any disease in communicable form or
while a carrier of such disease or while afflicted with boils, infected
wounds, sores or acute respiratory infection shall work in any area of
food service or any capacity where there is a likelihood of such person
contaminating food or food contact surfaces.

2. The outer clothing of all employees shall be clean.

3. Employees shall maintain a high degree of personal cleanliness during
all periods of the day.

4. Hairnets, headbands, caps or other effective hair restraints shall be
worn to keep hair from food and food contact surfaces.

5. Employees shall keep their fingernails trimmed, filed and maintained so
the edges and surfaces are cleanable and not rough.

6. Employee shall not wear fingernail polish or artificial fingernails when
working with exposed food or unwrapped utensils unless wearing intact
gloves in good repair.

7. Employees shall not eat or drink in food storage and preparation areas,
or in areas containing exposed food or unwrapped utensils, or where
utensils are cleaned and stored.

8. Employees shall not wear jewellery on their arms and hands while
preparing food. This does not apply to a single plain ring such as a
wedding band.

9. Employees shall not smoke or use tobacco in any form while engaged
in food preparation or service of food.

10. Spoons, knives and forks shall be picked up and touched only by their
handles.

11. Cups, glasses and bowls shall be handled so that fingers or thumbs do
not contact inside surfaces or lip-contact outer surfaces.

Housekeeping
Revision No. II
Food Hygiene
Page 6


12. Employees shall wash their hands and exposed portions of their arms
at the following times.
After touching bare human body parts other than clean hands
and clean exposed portions of the arms;
After using the toilet room;
After coughing, sneezing, using a handkerchief or disposable
tissue, using tobacco, eating or drinking;
Immediately before engaging in food preparation including
working with exposed food, clean equipment and utensils,
unwrapped single service and single use articles;
When switching between working with raw foods and working
with ready-to eat foods ;
After engaging in other activities that contaminate the hands

Housekeeping
Revision No. II
Housekeeping Cart Specification
and Basic Stock
Page 1


Policy: To ensure that the Housekeepers Cart is well stocked and that it is
professional in appearance.

Procedure:
1. Housekeepers Cart must be clean and have a professional
appearance.
No plastic shopping bags hanging off the side.
No writing on the cart that is visible to the Resident.

2. No personal items of the Room Attendant should be visible.

3. Dirty Linen bags must be emptied when they reach full capacity. Dirty
linen must not spill over onto the top of the cart.

4. Housekeeping Cart should be well organized in order to make the
Room Attendant more efficient.
Pack the heaviest linen on the bottom.
If it is too heavy, it is hard to move and may topple over.
Nothing should over hang to avoid getting entangled in the
wheels.

Housekeeping
Revision No. II
Housekeeping Storage Areas
Page 1


Policy: To ensure that proper accounting procedures are in place, the area is
neat and tidy and that all items listed in the Resident Service Directory are
stocked.

Procedure:

Resident Request Items Storeroom

1. The area where resident request items are stored must be clean, neat
and tidy.

2. Shelves and/ or drawers must be clearly marked with the name of the
items they contain.
See Policy number 44 for a list of items to be stocked.

3. Par stocks must be established by the Housekeeping Department
Head and these par levels must be maintained at all times.

4. Proper Bin Sheets or inventory tags must be maintained to facilitate the
ordering process.

5. An inventory of the items listed in the Resident Service Directory must
be completed each month and items replenished as necessary.

6. All items must be in working order, clean and free of dust.

Linen Storerooms

7. Storerooms where linen is kept must be clean and free of dust.

8. Clean linen must not be placed or stored on the floor.

9. Linen shelves should be marked with the name/size of the item.
Minimum par level needed in that area marked on the tag is very
helpful as well when stocking items if linen is stocked in more
than one room/place.

Housekeeping
Revision No. II
Housekeeping Storage Areas
Page 2


Equipment/Chemical Storerooms

10. Areas where cleaning carts, other heavy duty equipment and chemical
are stored must be clean, tidy and well organized.

11. Carts should not scrape each other as they are removed.

12. Heavy equipment must be easily accessible safety factor.

13. Carts should be properly stocked prior to storing for the day.

14. Chemical storerooms must have water hook up and drainage.

15. See attached example of Stock Card/Bin Card.

Stock Card

Supplier:________________ Unit Price:_____________

Articles:_________________ Maximum Stock:_______

Standard packing: _________ Minimum Order:______

Date Taken
By
In Out Balance Remarks

Page__ of____

INSERT
PROPERTY
LOGO
HERE

Housekeeping
Revision No. II
Housekeeping Assignment Sheets
Page 1


Policy: To ensure all apartments and public area spaces are assigned to be
serviced and that daily projects are assigned to the Housekeeping staff.

Procedure:
1. Room Attendant Assignment Sheets must include the following
information:
Apartment numbers listed in numerical order.
Residents name.
Day / Time of arrival if due to arrive.
Day / time of checkout if already specified by Resident.
Any special request by the Resident regarding Housekeeping
Services.
Sheets changed or due to be changed.
Number of terry items supplied to the room.
Notation of extra beds or cribs in the apartment.
Time in and time out of the apartment.

2. Housekeeping Assignment sheets can be done on the Hotel
Information System (HIS).

3. Click on the Housekeeping icon and then on the Assignments button.

Be sure to assign all rooms.
Assign vacant rooms to be dusted. You never know when a
Resident might want to change apartments at check-in.

Housekeeping
Revision No. II
Page 2


Divide apartments evenly among the Room Attendants.

4. Room Attendants should clean the same sections everyday if possible.
Residents prefer to have the same Room Attendant everyday.
Easier to touch the Resident with the unexpected since the
Room Attendant knows the Resident.

5. Assign special projects everyday by writing these in the message field
of the assignment sheets.
Turnover rooms
High dusting.
Waxing floors, etc.

6. Also indicate in the message field which rooms are due to have sheets
and terry changed.
Some properties can utilize the cleaning service codes such as
FS for Full Service and LS for Light Service.
These codes are established in the rate plan section of the
system.

Housekeeping
Revision No. II
Page 3


7. Room Attendants should review their assignments prior to leaving the
Housekeeping Office.
Must clarify any questions.

8. Supervisors daily master list of apartments must include the following:
Every apartment listed in numerical order.
The status of every apartment at the beginning of the shift and
at the end of the shift.
Residents name if occupied.
Any special request by the Resident regarding Housekeeping
Services.
Space for remarks.

9. The Supervisors must then run their morning reports from the HIS
system.
It is imperative that the Supervisor indicate the status of every
apartment in the property.
Supervisors must verify the status of each apartment everyday.
Supervisors must be able to answer basic occupancy questions
quickly when asked by another Manager. i.e. Property
Manager is walking around the property with a guest and stops
to ask Nora, do you know which Deluxe 2 bedroom apartment
is vacant and clean?

10. Supervisors must note all Residents special request such as service
time and ensure that the Room Attendants complete the requests.

11. Supervisors must also know what the special project of the day is and
ensure it is completed as well.

12. Public Area Attendant/ Houseman daily assignment sheet must have
the following:
The daily special project. I.e. Monday clean wall sconces,
Tues dust ceilings.
Apartments to be deep cleaned that day.

13. Remind staff that assignments are not to be left in view of the
public. The safety and privacy of the Resident must be kept in
mind at all times.

Housekeeping
Revision No. II
Page 4


14. See attached example of Supervisors Worksheet.

15. See attached example of Daily Assignment Sheet.

16. See attached example of a Housekeeping Daily Assignment Sheet
template (as back up if the computer fails).

Insert Your Property Logo Here
Supervisor's Daily Worksheet
Date:_____________ Supervisor:______________________
Apt. Beg. End Notes
No. Status Status
201 VD OOO Eng. Painting ceiling
202 OD OC
203 OD OC
204 OD OC
205 CO VD Will clean tomorrow. Late c/o
206 PR OC introduce RA at 3:45 pm
207 VC VC
208 VC VC
209 OOO VD Eng. Completed counter top
210 OD OC
etc
etc
1525 OD OC
VD= vacant dirty VC= vacant clean OD = occupied dirty CO = Due to checkout
PR= pre registered OOO = out of order OC= occupied clean
* Apartment numbers are preprinted on the form.
**Supervisor hand writes the status of Beginning of Day, End of Day and any notes.
*** Best way to track status of all apartment whether occupied or not.

Daily Assignment Sheet

Name:_______________

Date:________________

Task Complete
Y/N
Remarks
Daily project: Dust chandeliers in the Lobby

Clean Mr. Tans office at 2:00pm

Fit new employee for uniform at 11:15am

Notes:__________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
INSERT
PROPERTY
LOGO
HERE

Housekeeper Daily Assignment Sheet

Name:______________________ Supervisor:_____________

Floor:_____ Trolley No:______ Date:____________
Apt
No.
No. of
Person
E/Bed
B/Cot
Time
In
Time
Out
Status Requests CLA Guest
Name
Bedsheet DuvetCover P.
cases
Towel Bath
Mat
Cloth

T K T Q K B H F K G

INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Cleaning Basics - Kitchen
Page 1


Policy: To ensure that the kitchen is thoroughly cleaned and kitchen is
stocked according to standard.

Procedure:
1. See Equipment Requirements policy number 10.

2. It is very important to maintain the highest level of hygiene in the
kitchen area therefore only clean, fresh rags should be used in the
cleaning process.

3. Remove all the trash and place in a plastic bag to the side.

4. Fill the sink with hot soapy water using proper dishwashing liquid.

5. Scrape any remaining food particles into the plastic trash bag. This will
prevent the sink from clogging and emitting an odour.

6. Carefully place all items in the dish washer. Do not over load. Add
detergent and turn machine on.

7. If there is no dishwasher then place all dirty utensils and crockery into
the sink and wash with a clean rag or sponge. Set aside until all are
finished. Dry with another clean, dry rag and place neatly into
appropriate drawer/shelf.

8. May also use the dishwasher if it is applicable or place all dirty pots
and pans into the hot soapy water and let them soak.

9. Unplug and clean small appliances as per guidelines. DO NOT USE
WATER OR WET RAG ON ANY APPLIANCE THAT IS PLUGGED IN
AND LIVE WITH ELECTRICITY.

10. Place appliances in proper place and reset electrical socket.

11. Wash pots and pans and then dry with a clean dry cloth. Place in
proper cabinet or shelf.

Housekeeping
Revision No. II
Cleaning Basics - Kitchen
Page 2


12. Do an inventory of kitchen utensils, crockery, pots and pans and
replace missing items as necessary. Give list to the Supervisor so that
appropriate charges may be levied.

13. Dust the cabinetry and remove any residual grease. Wipe dry with a
clean cloth.

14. Shine any chrome surface with appropriate polish.

15. Check oven/microwave and deep clean as necessary. There should be
no greasy smell being emitted. Filter should be cleaned on a scheduled
basis.

16. Empty sink, clean and dry with a rag.

17. Clean any windows in the area.

18. Clean out lint tray in dryer if applicable.

19. Wipe inside and outside of washer/dryer.

20. Sweep and mop floor of storeroom area housing the washer/dryer if
they are a stand alone unit(s).

21. Remove trash bag. Sweep the kitchen floor.

22. Fill plastic bucket with hot water and floor cleaning solution. Mop the
floor.

23. Placed used rags on cart or in the caddy. DO NOT USE AGAIN. They
have grease on them already.

24. Make notes of any engineering deficiencies on the Room Attendant
Assignment and alert the Supervisor.

25. See Training Manual for step by step procedures for cleaning.

Housekeeping
Revision No. II
Cleaning Basics Living Area
Page 1


Policy: To ensure that the apartment is cleaned thoroughly and that all
standards are adhered to.

Procedure:
1. Keep all equipment and cleaning supplies in one area. Must not appear
unorganized or untidy.

2. Hang Room Attendant Servicing Apartment sign on apartment door to
alert the Resident that you are in the apartment.

3. Begin by placing all furniture and collateral back into the originally
prescribed positions unless instructed otherwise by the Resident.

4. Replace any collateral that is damaged or missing according to
standard. Do not forget laundry bags and laundry tickets.

5. Gently shake curtains and sheers to dislodge any dust accumulation.

6. Using high duster, dust all cornices, pictures, mirrors and walls.

7. Dust and clean electronic equipment according to manufacturers
specifications.

8. Dust and clean all furniture including furniture legs and glass tops.

9. Clean all glass in mirrors and on pictures.

10. Make the bed according to standard.

11. Clean, dust and care for potted plants.

12. Walk entire apartment and ensure that all areas are properly cleaned
and stocked.

13. Vacuum apartment after cleaning the bathrooms.
Move sofa and other furniture and vacuum underneath as you
move about the apartment.
Be careful and do not damage furniture legs as you vacuum.

Housekeeping
Revision No. II
Cleaning Basics Living Area
Page 2


Try to remove any spots on the carpet as you go around the
room while vacuuming.

14. Make notes of any engineering deficiencies on the Room Attendant
Sheet and alert Supervisor.

15. Spray air freshener throughout the apartment before exiting.

16. Lock door behind you.

17. See Training Manual for step by step procedures for cleaning.

Housekeeping
Revision No. II
Cleaning Basics - Bathrooms
Page 1


Policy: To ensure that the bathroom(s) are cleaned thoroughly and that all
amenities are replaced.

Procedure:
1. Remove all dirty linen and put in dirty linen bag.

2. Clean and dirty linen should never be placed in the same area.

3. Spray inside toilet with disinfectant cleaner. Do not flush, let the
chemical do its work.

4. Spray the bathtub and/or shower stall with All Purpose cleaner. Let it
stand for 2 minutes to allow chemical to do its work. Meanwhile replace
any guest amenities that may be missing except for terry items.

5. Clean bathtub and/or shower stall thoroughly. Wipe dry with a clean dry
cloth. Inspect area for mould or mildew. Remove if present.

6. Make notes for Engineering if there are any deficiencies in the
bathroom, including grouting that needs to be replaced.

7. Clean mirrors, windows and/or glass doors making sure that no
fingerprints or streaks are visible.

8. Clean counter top and cabinetry. Do not forget dust inside drawers and
under the sink.

9. Clean sink with All Purpose cleaner. Wipe dry with cloth.

10. Clean and scrub toilet bowel making sure to get underneath the rim.
Put rag away on cart or in caddy. DO NOT USE THIS RAG, SPONGE
OR SCRUB BRUSH ANYWHERE ELSE.

11. Inspect inside toilet tank. Deep clean as necessary.

12. Clean toilet seat, top and base.

13. Replace terry items.

Housekeeping
Revision No. II
Cleaning Basics - Bathrooms
Page 2


14. Sweep floor.

15. Fill plastic bucket with hot water and disinfectant and mop floor
thoroughly.

16. Dry floor with a clean cloth.

17. Leave door ajar to provide ventilation.

18. Remove all cleaning supplies from the apartment and store neatly
outside.

19. Take one last look around the apartment to ensure all areas are clean
and properly stocked.

20. Vacuum apartment.

21. Spray air freshener throughout apartment as you exit.

22. Lock door behind you.

Housekeeping
Revision No. II
Residents Directory
Page 1


Policy: To provide the Resident with information on Property features,
amenities and local information.

Procedure:
1. The Residents Directory must be placed on the coffee table in the
living room.

2. Residents Directory shall be organized as follows:

Welcome note
The Ascott Group at a glance
Apartment facilities and Services
Fire safety, Emergency and Security
House rules
Airlines
Embassies and Consulates
Hospitals
IDD access codes
International Schools
Key Ministries, Organizations & Agencies
Museums & Memorials
Places of Worship
Recreational & Amusement
Shopping & Entertainment

3. Following items must be placed in the Residents Directory.

4 nos. of letter heads
2 nos. of facsimile transmission sheets
2 nos. of envelopes
1 pen

2 nos. of postcards

4. Residents Directory must be free of wear and tear.

Housekeeping
Revision No. II
Residents Directory
Page 2


5. Residents Directory must comply with Marcom guidelines.

6. A yearly review/update record on Residents Directory content shall be
conducted by the Front Office.

Housekeeping
Revision No. II
Inspection Frequency
Page 1


Policy: To ensure that all apartments are cleaned thoroughly and that routine
inspections are carried out on a daily basis.

Procedure:
1. Supervisors are required to inspect all apartments on a daily basis.

2. Department Head is required to inspect 10 apartments on a daily basis.

3. Manager on Duty is expected to inspect 5 apartments on a daily basis.

4. The Property Manager is expected to inspect 5 apartments a week
along with the Department Head.

5. Chief Engineer should accompany the Property Manager and the
Housekeeping Department Head on these weekly walk throughs.

6. The Housekeeping Department Head should keep a master list of
apartments and the dates that they were formally inspected by
themselves, the Property Manager or Operations Manager.
This will ensure that all apartments are thoroughly inspected on
a monthly basis.
Also prevents the same apartment from being officially
inspected day after day.

7. Each Inspector must fill out an Inspection Form.
Property Managers and Operations Managers can use the
abbreviated version.
Supervisors should use the longer version on 3 or 4 apartments
a day and then utilize the abbreviated version on all other
apartments on a daily basis.

8. Supervisors must inspect all apartments every day.

9. See attached Master Tracking Form.

10. See attached Abbreviated Inspection Sheet in TAG-HSK-35

11. See attached Apartment Inspection List in TAG-HSK-35

Master Tracking Form
Month:_____________________ Project:____________________
Apt Apt Apt Apt Apt Apt
201 308 414 609
202 309 415 610
203 310 611
204 311 501 612
205 312 502 613
206 313 503
207 314 504 701
208 315 505 702
209 316 506 703
210 317 507 704
211 318 508 705
212 319 509
213 320 510 801
215 511 802
216 401 512 803
217 402 513
218 403 514 901
219 404 515 902
220 405
406 601
301 407 602
302 408 603
303 409 604
304 410 605
305 411 606
306 412 607
307 413 608
Housekeeping
Revision No. II
General Inspection Tips
Page 1


Policy: To ensure that all aspects of an apartment are taken into account
during the inspection process.

Procedure:
1. It is advisable to always check an apartment in the same
sequence every time. Either right to left or vice versa. This will
ensure that nothing is missed even if you are interrupted during
the process.

2. Use the Abbreviated Inspection Sheet when inspecting many
apartments in one day.
Also give to the Operations Manager or Property Manager as a
guide during their inspection routines.

3. The Rooms
Apartment Door
Check for marks and nicks on the door and doorframe. Door
should completely close automatically. Peephole is
functional. Door should be free of dust and fingerprints.
Check to see that the doorbell functions properly.
Entry Hall Light
Check to make sure that no bugs are in the light fixture
cover. All bulbs should be functioning and fixture should be
clean and free of cobwebs.
Carpet
Carpet in the entire unit should be well vacuumed and carpet
should have no spots. Check to see that carpet edges have
been vacuumed. Also check under furniture, particularly
couches and the bed, to make sure they have been
vacuumed as well. There should be no signs of visible wear
and tear such as carpet threads.
Floors Hardwood, Stone or Laminate
Floors should be swept clear of any debris. There should be
no discoloration other than a natural occurrence as in hard
wood or stone. Floors should have a shine/sheen/lustre. No
wax build-up. Also check under any furniture to make sure it
is clean and free of debris.

Housekeeping
Revision No. II
Page 2


Walls
Walls throughout the entire unit should be free of dust. Paint
should appear even in all elevations. No nicks or cuts in
wallpaper or discoloration. Walls should be perfectly smooth.
Look for watermarks that could indicate a leak somewhere in
the unit.
Windows
All window glass should be clear, without discoloration and
free of dust and fingerprints. Take into account if the window
is accessible from the outside. Do not endanger employees.
Windowsills should be clean and free of debris. Windows
that open should function smoothly and without much effort
exerted. Window latches and locks must work properly.
Window Treatments
Curtains must be free of dust and have no odour. Sheers
must be clean and free of dust and odour. Both must function
smoothly and show no signs of wear and tear. Shutters must
be free of dust and function smoothly.
Ceilings
All ceilings throughout the unit must be clean and free of
discoloration. Paint must be the same in all elevations.
Plaster should not be cracked or show bubbles in the paint.
No cobwebs. Air vents should be free of dust and paint in
good condition and same colour as the ceiling.
Furniture
Furniture should be free of nicks and scratches. Paint or
varnish should not show any signs of wear. No watermarks.
All furniture placed on wooden floors should have plastic
tabs attached to the feet of each piece to protect the floor
from scratches. There should be no dust or debris in, on or
under the furniture. Check under cushion covers and in
drawers.
Pictures and Mirrors
Frames should be dusted and free of nicks and cuts. Glass
should be clean and free of fingerprints. Make sure that each
is hung at the appropriate level and that they are not
crooked.

Housekeeping
Revision No. II
Page 3


Lamps
Lampshades should be free of dust and no discoloration.
Lining must be intact and have a pleasing appearance. All
light bulbs should be working and be the correct wattage.
Switches must be easy to reach and function smoothly. All
cords must be wrapped neatly and out of the way. If two
lamps are used in a set up, both sets of bulbs should be the
same wattage.
Electronic Equipment
All electronic equipment should be functioning properly. All
should be clean and free of dust, including the back. Wires
should be wrapped and hidden as much as possible.
Remotes should be available whenever possible. Instruction
for use should be displayed in an appropriate manner. Any
devices that display time should be set on the correct time,
date and no alarms on.
Light Switches
All light switches throughout the unit should be clean and
free of fingerprints. Make sure to check the edges for dust
that accumulates between the switch plate and the wall. All
should function properly and be easy to use i.e. which switch
is for which light should be obvious.
Air-Conditioner/Heaters
Units must be clean and free of dust. Thermostat should be
set at the standard temperature. Controls must be easy to
understand and unit must function properly.
Balconies, Patios and Terraces
Exterior lighting fixtures should be functioning properly and
area should be well lit. Glass doors should be clean and free
of fingerprints. All doors and locks should function smoothly.
Safety locks and/or safety bars must be in working order. All
furniture should be clean and free of signs of wear and tear.
Floor should be clean and show no signs of discoloration.
Potted Plants
All plants should appear clean and free of dust. No dead
leaves or leaves with holes should be present. Proper soil
and proper size planter should be used. Planters should be
clean and free of signs of wear and tear.

Housekeeping
Revision No. II
Page 4


Collateral
Check to make sure that all specified collateral is in the
proper place. All should be free of signs of wear and tear and
discoloration. Watch for ends that are bent. Correct number
of pieces should be present.
Ventilation
All rooms throughout the unit should have good ventilation.
Rooms should be odour free and present an impression of
cleanliness.

4. The Kitchen
Appliances
All appliances should be clean and free of signs of wear and
tear and discoloration. Appliances should be functioning
properly and have no frayed cords. There should be no rust or
deposits any wear on the appliance.
Stove/Oven/ Microwave
Stove/Oven and/or microwave should be clean and free of
grease. Hoods should be clean and free of dust and filter should
be clean. There should be no food smells emanating from the
appliance. All should function properly and instructions for use
should be provided. Instruction folder should be neat and clean
with easy to read and understandable instructions.
Sinks
Sinks should be clean and free of discoloration. No smells
should be emanated from the drain. Taps should function
smoothly. No water should be dripping from the tap or drain pipe
below. Filter basket should be over drain and/or filter trap
cleaned regularly to prevent over flow and smells. Sink stopper
must hold water and not drain off slowly.
Refrigerators
Refrigerators should be clean and free of dust, including top and
back. The unit should be free of signs of wear and tear. No
discoloration inside or out. All shelves must be present and in
good working order. Controls must be easy to use and must
function correctly. Check freezer and ice machine if present.

Housekeeping
Revision No. II
Page 5


Pots and Pans
All pots and pans must be clean and free of any build up of
debris. There should be no rust anywhere on the item. There
should be no discoloration, dents or deep scratches. Handles
must be secure and lids provided where appropriate. Check to
make sure the correct number of items is present.
Utensils and Cutlery
All utensils should be clean and free of signs of wear and tear.
There should be no signs of rust anywhere on the item.
Damaged items must be replaced immediately. Items should be
free of grease and not emit any odours. Check to ensure the
appropriate numbers of items are present.
Crockery
All items should be clean and free of chips and cracks. There
should be no signs of wear and tear and discoloration. Glasses
should be clean and free of fingerprints. Check to make sure
appropriate numbers of items are present.
Cabinets and Drawers
All cabinets must function smoothly and with little effort. All
hinges must be lubricated and free of rust. No excess oil or
lubricant should be visible on the hinges. All surfaces must be
clean and free of signs of wear and tear. Paint must be even on
all elevations. No discoloration, burn marks or bubbles on
counter tops.
Washing Machine/ Dryer
Washing machine must be clean and free of signs of wear and
tear. Unit must function properly and instructions provided. Filter
must be clean. Check back of unit as well for dust and debris.
Floor of storeroom (if applicable) should be swept and mopped.

5. Bedroom(s)
Bed
Bed linen must be clean and free of stains or discoloration. No
loose threads. The bed should be properly made according to
standard. Check the label on the corner of the mattress to make
sure the correct side of the mattress is being used. (Flipped
quarterly). There must be a bed pad as well. Check under the
bed for dust and debris.

Housekeeping
Revision No. II
Page 6


Lamps
Follow guidelines listed under Lamps The Rooms. Also make
sure that there are two lamps by a king bed and one lamp by a
twin bed.
Wastebaskets
Wastebaskets throughout the unit must be clean and free of
signs of wear and tear. They should emit no odour. A trashcan
liner or trash bag must be used. No shopping bags to be used !
Closet
Closet or armoire must be clean and free of signs of wear and
tear. Paint should be the same colour throughout or on each
elevation depending on the design. All drawers must be free of
dust and debris. Ensure that the standard number of hangers
are provided.
Check to make sure that any other standard items are present
i.e. laundry basket, laundry bags, shoe shine bag, etc.
Safe Box
Safe should be opening vacant rooms. Instructions must be
provide and be easy to understand. Safe should be clean and
free of dust. Check the battery. There must be a disclaimer
displayed in an obvious place for the Resident to see.
Furniture
See Furniture- The Room.
Dressing Table
Dressing table must have a mirror and be well lit. Area must also
include an electrical socket. Table and chair must be clean, free
of dust, signs of wear and tear or discoloration. All appropriate
appliances and/or amenities must be present.

6. The Bathroom(s)
Walls and Floor
Walls and floor must be in good condition. Grout must be free of
mould and be applied evenly. No discoloration. Look to ensure
that there are no watermarks as it is a sign of water leaking
behind the surface. Touch walls, they should be clean and dry.
No dust or spots should be visible.

Housekeeping
Revision No. II
Page 7


Sink Area
Sink and counter top should be clean, free of dust, signs of wear
and tear or discoloration. Counter top should not be bubbling.
Cabinetry should be of all one colour and free of signs of wear
and tear. Check drawers as well. Ensure the proper amenities
are provided. Chrome should be polished and free of
fingerprints. Check drains as well. Taps should function
smoothly.
Bathtub/Shower Stall
There should be no mould or mildew present. It should smell
fresh and clean. Check the drains and make sure they drain
quickly. No water should back up on to the floor outside.
Chrome should be polished. Showerhead should be free of
calcium deposits and water should flow freely and provide
enough pressure. Taps should function smoothly. Ensure the
appropriate amenities are present.
Toilet/ Bidet
Toilet must be clean and free of discoloration. The hinges
should be free of rust and cover must be in good condition.
Toilet must function properly. Inside tank must be clean and free
of discoloration. There should be no odour emitting from the
toilet. Tank should fill up with water quickly and quietly after
each flush.

7. Overall effect should be one of cleanliness and attention to detail.

8. See attached example of Abbreviated Inspection Sheet

9. See attached example of Apartment Inspection Sheet

Abbreviated Apartment Inspection Sheet

Date :_________________ Inspector:______________

Apt.# Apt.# Apt.# Apt.# Apt#.
Standard Y/N Points
Entrance door is free of
marks/nicks
10
Entrance door lock is functional 5
Carpeting is free of stains/well
vacuumed.
10
Flooring is clean, free of
dust/stains
15
All walls and ceilings in good
condition, clean, free of dust
5
All furniture is in good
condition, free of signs of wear
and tear.
10
Windows are clean 5
All surfaces, fixtures and
equipment is free of dust or
debris
20
All electrical appliances are in
working order.
5

All kitchen utensils, crockery
and appliances are present and
clean
20
Kitchen smells clean and fresh 5
Bed is made correctly; linen is
clean and free of stains/wear &
tear
5
All rooms are odour free and
ventilated.
10
All collateral is present and in
good condition.
15
Instructions for phone, kitchen
appliances and television are
present and free of wear/tear.
5
Bathrooms are spotless 20
Terry is clean, free of
stains/wear&tear
10
Drains function smoothly 5
Grout/caulk in good condition 10
All lights functional/clean/dust
free
10
Total Points 200

Apartment Inspection Sheet
Date :_________________
2 BR Comments
Apt.#
Standard
Entrance
1 Entrance door is free of marks/nicks
2 Entrance door lock/hardware is functional
3 Carpeting/Flooring is free of dust/stains/well vacuumed.
4 All walls and ceilings in good condition, clean, free of dust
Living/Dinning
7 All furniture is in good condition, free of signs of wear and tear.
8 Windows are clean
Kitchen
9 All surfaces, fixtures and equipment is free of dust or debris
11 All electrical appliances are in working order.
12 All kitchen utensils, crockery and appliances are present and clean
13 All lights functional/clean/dust free
14 Kitchen smells clean and fresh
Master Bedroom
15 Bed is made correctly; linen is clean and free of stains/wear & tear
19 Windows are clean
21 All rooms are odour free and ventilated.
Master Bathroom
22 Bathrooms are spotless
23 Flooring is free of dust/stains
24 Terry is clean, free of stains/wear&tear
25 Drains function smoothly
26 Grout/caulk in good condition
Bedroom 2
28 Bed is made correctly; linen is clean and free of stains/wear & tear
32 Windows are clean
34 All rooms are odour free and ventilated.
Bathroom 2
35 Bathrooms are spotless
36 Flooring is free of dust/stains
37 Terry is clean, free of stains/wear&tear
38 Drains function smoothly
39 Grout/caulk in good condition
General
41 All collateral is present and in good condition.
42 Instructions for kitchen appliances and a/v are free of wear/tear.
Total Points
Housekeeping
Revision No. II
Odour Control
Page 1


Policy: To ensure that all apartments smell fresh and clean and eminent no
offensive odours.

Procedure:
1. All apartments must be free any offensive odours prior to the
Residents arrival.
Smoke
Grease
Paint
Mould
Body odors
Cooking odors

2. All properties must have at least two Ozonenator machines on property
and in working condition.

3. All properties must have an odour neutralizing spray (not just a
perfumed air freshener) on hand.
Example is Ecolabs Air Repair Odour
Counteractant/Deodorizer
Nilodors Nilium Odour Counteractant/Deodorizer

4. Room Attendant must thoroughly clean kitchen to avoid greasy smell in
the apartment.
Engineer should open and check drain pipe periodically to
remove trapped items.
A Drain Cleaner should be used once every two months to help
avoid problems with clogs and odour as well.

5. Room Attendant must thoroughly clean bathrooms.
A Drain Cleaner should be used in the shower drain every 2
months.
Clean around outside of toilet bowl especially behind and on the
floor around it.

6. Apartments should be periodically aired out by opening windows and
letting fresh air in the rooms.

Housekeeping
Revision No. II
Odour Control
Page 2


7. Any signs of mould or mildew anywhere in the room should be reported
to engineering immediately.
Especially if on the walls, ceiling or under drains.
Is a sign of an even bigger problem!

8. Pest Control should be used once a year to eliminate any unwanted
bugs etc.
Use Insecticide spray if bugs are found during cleaning.
Alert Engineering if pest are found.

9. Use of an Ozone Machine:
Do not use in rooms that have a high humidity factor.
Best if no pets or people are in the room while machine is on.
If you can smell the Ozone, concentration is too high. Turn off
the machine and leave the room to air out.
It is a great tool when used properly.

10. Room Attendants must spray the whole apartment with an Odour
Counteractant before exiting the apartment.
Using a perfumed air freshener only masks the problem.

Section No. TAG-HSK- 37 Department:
Housekeeping
Revision No. II
Mattress Flipping
Page 1


Policy: To ensure the longevity of the mattress and the hygienic quality of the
mattress.

Procedure:
1. Mattress must be flipped every quarter.
March
June
September
December

2. Mattress should have printed label on two corners of each side of the
mattress.
Must be opposite ends of the mattress and not identical to the
opposing side.
Left bottom corner side one: Jan, Feb, Mar.
Right bottom corner side one: July, Aug, Sept
Left bottom corner side two: Oct., Nov., Dec.
Right bottom corner side two: April, May, June

3. Mattress must be thoroughly vacuumed when you flip the mattress.

4. Check for any damage to mattress.

5. Check for any pest infestation.
Alert Housekeeping Department Head if any signs of pests are
noticed.

6. Special attention should be given to the hygienic quality of the mattress
as well as the bed pillows at this time.

7. Bed pads must be used on all mattresses.

8. Two people must flip the mattress as a safety precaution.

9. Supervisor must check the mattress each quarter to ensure policy has
been adhered to.

10. Log the completion of the task in the Apartment Project List. See TAG-
HSK-11.

Housekeeping
Revision No. II
Date December 2004 Topic:
Items for Rent
Page 1


Policy: To ensure that all items loaned to the Resident are properly
maintained and that appropriate accounting procedures are followed.

Procedure:
1. The Department Head, along with the Property Manager, will determine
items available for loan, set fixed prices and a reasonable loan period
rental.

2. All loan items must be in excellent condition, free of signs of wear and
tear.

3. Information needed to determine loan item must be obtained from the
Resident at one time.

4. Request obtained must be repeated for accuracy.

5. All rental items charged to the Resident will be recorded in a log
book/form for tracing purpose. Owner/department of the rented item
shall follow up on the loaned item expiry period.

6. A copy of the Miscellaneous Charge Voucher shall be kept with
owner/department of the rented items and Front Office.

7. Loan charges shall be posted into Property Management System.

8. Price Sheet must be posted in an easily accessible place so that the
Resident does not have to wait while the Housekeeping staff tries to
answer how much to charge for an item.
Be professional at all times.
Thank you Mr. Tan. We will be happy to deliver the DVD player
to you in apartment 2205. There will be a service charge of $??
(Decided by each property) added to your account. May we
assist you with anything else this afternoon Mr. Tan?

9. Record the loan item in the Residents Request Log Book.
Make a note of to whom the charge was given for posting.
Follow up at the end of the shift to ensure all posting have been
completed for the day.

Housekeeping
Revision No. II
Date December 2004 Topic:
Items for Rent
Page 1


Attach copy of charge slip to the page in the Residents Request
Log Book.

10. Delivery of item must adhere to the Resident Request Procedures,
TAG-HSK- 40.

11. Resident must sign the miscellaneous charge form and indicate when
the item should be removed.
Front Office must have a copy of the miscellaneous form on file
with the Residents official paperwork for accounting.

12. Form should be a three part form:
Original goes to the Front Office for accounting purposes and
kept with Residents permanent file.
Second copy is given to the Resident for their personal files.
Third copy is attached to the Residents Request Log Book.

13. A monthly audit of the Residents Log Book must be completed on a
timely basis to ensure all posting have been completed by the Front
Office and proper credit has been given to Housekeeping.

Housekeeping
Revision No. II
Resident Request Items
Page 1


Policy: To ensure that frequently requested items by the Residents are
available for quick delivery.

Procedure:
1. Department Heads should monitor the request of the Residents and
ensure that frequently requested items are kept on hand.

2. These items may vary from property to property.

3. The following are recommended list of items to have on hand.
Adapters
Baby cribs/cots
Baby bottles
Baby bottle warmers
Baby high chairs
Bed boards
Bed rails
Combs/Brushes
Card table
Electrical Cords
Emery boards/Nail file
Feminine Hygiene products
Foam pillows (nonallergenic pillows)
Heating pads
Hot water bottles
Nail clippers
Nail scissors
Pet food bowls/water bowls ( if pets allowed on property)
Physically challenged bath seats and toilet seats
Prayer mats with compass
Rubber sheets
Scissors
Shaving cream
Shaving razor (kit)
Starch
Toothbrush kit (individually packaged)
Toothpaste

Housekeeping
Revision No. II
Resident Request Items
Page 2


4. All resident request items should be logged in a Residents Request
Log Book.

5. All resident request items should be inventoried on a monthly basis to
ensure adequate supplies are maintained.

6. See attached example of Resident Request Log Book attached.

7. Can also create an Excel Spreadsheet with a shared function with the
Front Desk to track items as they are given out to the Residents.

8. See attached example of the Excel Spreadsheet.

Residents Request Log Book

Apt# Item Del. Date of
Delivery
Return
Y/N
Charge
for Item?
Remarks
1002 toothbrush Aug. 20 N No
2205 Rice Cooker Aug. 20 Y Yes
charge slip given to FO

INSERT
PROPERTY
LOGO
HERE
SOMERSET LIANG COURT
Jan-04
TOASTER
S/N
OPENING
QTY APT NO.
GUEST
NAME
LOAN
QTY
DATE
LOANED
DATE
RETURNED
QTY
RETURNED
SUB-
BALANCE
SUPERVISOR
1 32 1307 stewart 1 15/01/2004 19/06/2004 1 32
2 32 2306 Kondo 1 03/01/2004 31
3 31 2407 Saxena 1 20/06/2004 30 Susan
4 30 1210 Park 1 20/06/2004 02/07/2004 1 30 Susan
5 30 30
6 30 30
7 30 30
8 30 30
9 30 30
10 30 30
11 30 30
12 30 30
13 30 30
14 30 30
15 30 30
30 FINAL BALANCE
Housekeeping
Revision No. II
Resident Request Procedures
Page 1


Policy: All Resident requests for items must be delivered within the specified
time frame of the original call.

Procedure:
1. In all properties, all Residents request for items must be delivered to
the Resident within 10 minutes of the original call.

2. Linen Attendant must record the Residents request in the Resident
Request Log Book. See Tag-HSK- 39.
Or enter in the Excel Spreadsheet if using the computer to track
items.

3. Employee taking the request must reconfirm with the Resident what
item/service is to be performed.
Yes Sir/Mdm, we will happy to deliver a toothbrush to you in
apartment 1002.
Yes Sir/Mdm, we will be happy to send someone to assist you
with your computer.

4. All items must be clean and in good repair with no signs of wear and
tear.

5. All items must be presented in a professional manner.
Small items must be delivered on a small tray or in a small
basket and presented to the guest.
Do not just hand over the item from your hand to the Residents
hand.
Offer to set up the item if it is an ironing board or kitchen
appliance.

6. A phone call to the Resident or a personal interaction with the Resident
stating why the request cannot be meant or informing the Resident
when he/she may reasonably expect the item to be delivered must be
made within the time frames stated above.
Example by phone: Good afternoon Mr. Tan. This is Nora in
Housekeeping. I am sorry to inform you that we do not have any
more toothbrushes at this moment. We will be able to provide
the item for you in another half hour. Will that be acceptable?

Housekeeping
Revision No. II
Resident Request Procedures
Page 2


Example in person: Good afternoon Mr. Tan. I am sorry to
inform you that we do not have any more toothbrushes at this
moment. We will be able to provide the item for you in another
half hour. Will that be acceptable?

7. Take ownership of the request. Make sure to follow through and verify
whether the item/task has been delivered/ accomplished if it is the
responsibility of another department. i.e. Engineering request.

8. Make sure the Resident is happy.

Housekeeping
Revision No. II
Do Not Disturb Procedure
Page 1


Policy: To ensure that the Residents wish not to be disturbed is honoured
and that the residents well-being is established in certain circumstances.

Procedure:
1. A Do Not Disturb sign will provided in all apartments.

2. The function and location of the Do Not Disturb sign will be explained
when the Room Attendant first introduces herself/himself.

3. A Resident wishing not to be disturbed will hang the sign on the door
knob of the apartment or may call and instruct the Front Desk staff of
their wish.

4. All requests not to be disturbed will be noted on the Room Attendants
assignment sheet along with the time.

5. The Department Head or Supervisor will call any Resident who still has
a Do Not Disturb request in effect at 3:00pm and inquire if they need
any housekeeping services that day.

Example: Good afternoon Mr. Tan. This is Nora from
Housekeeping. I apologize for the disturbance. We were just
wondering if you would like any housekeeping service today?
No: Certainly Sir. Would you need any fresh towels? Thank you
Mr. Tan.
Have a wonderful afternoon.
Yes; Certainly Mr. Tan. What time would you like the Room
Attendant to come to the apartment? Yes Mr. Tan. We will be
there at 3:45 as you request.
If the Resident declines service, then the Room Attendant and
the Supervisor write refused service by the apartment number
on their respective assignment papers.

6. If the Resident does not respond to the phone call, the Department
Head or Supervisor will knock on the apartment door and physically
speak to the guest.
If the Resident answers the door then same procedures are
done as in above example.

Housekeeping
Revision No. II
Do Not Disturb Procedure
Page 2


7. If the Resident does not answer the knock on the door, the Department
Head or Supervisor must alert the Manager on Duty and both parties
must enter the apartment. This is to ensure:
The well being of the Resident.
That the Resident has not checked out of the apartment
prematurely without notification.
If the Resident is found unconscious or not in a normal state of
mind then medical emergency procedures are put into effect.
The second person accompanying the Supervisor is there to
witness the Supervisors entrance into the Residents apartment
without prior permission and to help if there is a medical
emergency.

8. Cleaning of the apartment will only take place upon the Residents
request.

9. Refer to MARCOM for design of the official card to be left for the
Resident.

10. Example of the wording is:

We have honoured your request not to be disturbed. Please call
Housekeeping between the hours of 9:00 am and 5:00 pm if you
would like housekeeping service. Thank you.

Housekeeping
Revision No. II
Breakage/Loss of Residents
Personal Property
Page 1


Policy: To ensure that any incident regarding breakage or loss of a
Residents personal property is recorded and the appropriate follow up with
the Resident is accomplished in an efficient manner.

Procedure:
1. The Room Attendant must inform the Department Head or the
Supervisor if any damage or loss thereof to a Residents personal
property.
Room Attendants must understand the importance of
acknowledging when a mistake has happened.
If the Room Attendant reports the incident then no disciplinary
action should be taken.
If the Resident has to alert Housekeeping that a Room
Attendant has broken something then disciplinary action should
be taken.
Promote the idea of honesty.

2. The Department Head will access the damage and determine if the
item should be replaced or a note of the incident left for the Resident.

3. A note must be left for the Resident immediately if a Room Attendant
breaks a personal item of the guest.
Example: Dear Mr. Tan. I am sorry but I have accidentally
broken your bottle of cologne. My Supervisor Nora will contact
you later today explain the incident.
Then the Supervisor or Housekeeping Department Head must
contact the Resident personally and follow up. Example: Good
afternoon Mr. Tan, This is Nora. Jackie, the Room Attendant,
has explained to me that she accidentally broke your bottle of
cologne. We will purchase another bottle for you and replace it
tomorrow morning if that is OK. We apologize for the
inconvenience caused and we will be more careful in the future.

4. The Property Manager, who will have the final decision, must inspect
any damaged or broken items considered valuable and deemed
necessary to replace.

Housekeeping
Revision No. II
Breakage/Loss of Residents
Personal Property
Page 2


5. Only the Property Manager is allowed to discuss monetary
compensation with the Resident.

6. A written apology is required for all incidents of damage or loss of
Residents property regardless of the outcome of the investigation.

Housekeeping
Revision No. II
Breakage/Loss of Property Assets
by a Resident
Page 1


Policy: To ensure that any damage or loss of property by the Resident is
recorded and proper steps are taken to replace the item.

Procedure:
1. The Room Attendant must notify the Supervisor or Department Head if
he/she finds any damage to the apartment furniture and fixtures.

2. The Room Attendant must notify the Supervisor or Department Head if
he/she notices any of the apartment furniture or fixtures missing from
the apartment.
If item missing is deemed of little monetary value then the item
is replaced immediately without charging Resident. Example: a
piece of cutlery or crockery.
Supervisor must make a note on his/her paperwork for the day.

3. The Supervisor or Department Head will notify the Property Manager
and action will be taken to replace the damaged or missing item.

4. The Property Manager will determine the following:
The cost of replacement.
If the Resident will be required to pay for the damage or loss of
the item.
When the item will be replaced.
Procedure for informing the Resident of the cost and payment
options.

5. In all cases, if the Resident is present when the Room Attendant
discovers the loss or damage of property, he/she should politely
excuse themselves from the apartment and alert the Supervisor then
continue their regular duties.
The Supervisor will then proceed with any necessary steps to be
taken.
It is not the Room Attendants responsibility to question a
Resident.

6. The Property Manager must speak with the Resident to discuss the
damage to the property item.

Housekeeping
Revision No. II
Breakage/Loss of Property Assets
by a Resident
Page 2


Resident might be asked to vacate apartment if damage or loss
is significant.
Payment will need to be in a timely manner.
Situation must be handled calmly and professionally.

Housekeeping
Revision No. II
Apartment Safety Box Procedures
Page 1


Policy: To ensure that the integrity of the safe box principle is maintained.

Procedure:
1. Safe box must be left opened in all vacant apartments.
Supervisor to check during the inspection process.

2. If Resident is unable to open the safe box and requests assistance, the
designated manager shall assist to open the safe box at the presence
of the Resident unless otherwise indicated and authorized by Resident.
No one is allowed into a Residents safe box without the
permission of the Resident and without him/her being present.
It is for liability reasons.

3. Recorded in the daily call sheet by the designated housekeeping
employee and indicate who was sent to the apartment to help the
Resident.

4. If a safe is found locked in a vacant apartment, the Manager-On-Duty
as well as another Manager or Supervisor must be present when the
box is opened. Any item found must be photographed, itemized and
stored in the property safe until claimed by the resident or Lost and
Found Procedure time frames are exhausted.
Follow Lost and Found Procedures is items are not claimed by
the Resident.

Housekeeping
Revision No. II
Maintenance Work and Repair
Procedures
Page 1


Policy: To ensure the property is in excellent status and that any
maintenance rectification work requested by resident/employee is reported in
a timely manner.

Procedure:
1. Maintenance Work Orders shall be issued in Hotel Information System
(HIS) for all engineering and structural deficiencies throughout the
property.

2. Any maintenance rectification work requested by resident must also be
logged down in HIS.

3. Room Attendants and Supervisors should call an Engineer if the
problem can be rectified while the Room Attendant is still in the room
cleaning. Example would be to tighten a screw on a lamp, change a
light bulb in the ceiling, etc.
If it can be fixed on the spot and is fixed on the spot, no need to
write the Work Order.
Goal is to fix the problem before the Resident notices.

4. Use of manual Work Order system is applicable only if HIS is not
available in property.

5. Supervisors should enter all Work Orders into the Work Order section of
the HIS computer system.
Use the New Work Order screen.
You must click the Minor Repair button so that you do not put
the room out of service.

Housekeeping
Revision No. II
Procedures
Page 2


By clicking Minor Repair, you will only note that a repair needs
to be made.
Engineering should run the report twice daily.
Supervisors should run this report every morning to see which
repairs have been completed and verify that the project is
complete.

Housekeeping
Revision No. II
Procedures
Page 3


6. If you have to have a manual system then all Maintenance Orders will
be recorded by the designated housekeeping employee in the
Maintenance Log Book in housekeeping.
Books can be obtained from the Engineering Department.
Very important that all information be logged in a timely manner
and that correct tracking number is used.
Three part form. Two copies to Engineering. One for
Housekeeping.
Engineering returns the second copy when they complete
the task.
Supervisors should also record any deficiencies they find during
the day.
Supervisors should make notes to follow up on deficiencies the
next day or leave a message for another Supervisor if they will
be off.
Deficiencies must be addressed as soon as possible.
Image is very important. Can not have defective items in the
apartment.

5. All uncompleted manual Work Orders shall be filed in the Maintenance
Work Folder.

6. An updated report of Work Order status is accessible through Hotel
Information System (HIS).

7. Work Order status shall only be updated by Engineering department.

8. Any deficiencies that might cause bodily harm to the resident or
employees must be reported immediately to the Chief Engineer and/or
Supervisor and a Maintenance Work Order key in/written as well.
All precautions must be taken to protect the resident and
employees at that time.
Appropriate signage must be used as well.

Housekeeping
Revision No. II
Procedures
Page 4


9. The Department Head will review all outstanding Maintenance
Work Orders at the end of every week and will set an agreed upon
completion date with the Maintenance Department.
Be tenacious. (Do not let the problem just sit there. Make
sure it is fixed!)
Image is a key component of the Service Apartment
industry.
If the deficiency is not fixed by Engineering within the week
or the agreed upon completion date is not met, alert the
Property Manager to assist you with the situation.

10. Maintenance request by the Resident should be handled as a Resident
Request (TAG-HSK-40).

11. Any structural deficiencies in the building itself must be reported
immediately to the Chief Engineer and/or Supervisor.
Appropriate action will be determined by the Chief Engineer and
efforts will be made to minimize the impact on resident activities.
Appropriate signage to be used as well.

12. See attached example of Maintenance Log Book.

13. See attached example of Maintenance Work Order

Month: August
Maintenance Log Book
Date Work Order Location Deficinecy Completed Confirmed by Date Remarks
Number Y/N Supervisor
Aug.12 40983 2505 paint bathroom wall Y Nora Aug.13
Aug. 12 40984 1010 Revarnish coffee table Will do at C/O on Aug. 20th
INSERT
PROPERTY
LOGO
HERE

Housekeeping
Revision No. III
Resident Laundry Pick Up
Procedures
Page 1


Policy: To ensure that the Residents laundry is picked up and processed in a
timely and professional manner.

Procedure:
1. Two Laundry Tickets and two Laundry Bags must be provided in each
apartment.
MARCOM guides must be followed.
All Laundry Tickets must have a written disclaimer
stating Liability of loss or damage is limited to an
amount not exceeding 10 times the cleaning value of
the garment charged. All claims must be made within
24 hours after receipt of garments and must be
accompanied by the original Laundry List.

2. Items to be cleaned must be picked up within 10 minutes of the
Residents initial phone call.
Valet laundry items left in the apartment by the Resident
with the intention of having it processed when the
apartment is cleaned, will be treated within the time frame
guidelines established.
E.g. Room Attendant finds the laundry bag on the bed
when he/she enters the apartment at 1:00pm. Items will not
be returned until the following evening, (or as your property
standards dictate).
Room Attendant or Linen Attendant must use proper
greetings to Resident when picking up and delivering
laundry. See Resident Courtesy in Management Section.
Good morning Mr. Tan. I am here to pick up your valet
laundry. We will process this for you and return it tomorrow
afternoon. Have a great day!

Housekeeping
Revision No. III
Procedures
Page 2


3. Guidelines for service time required to process garments will be
determined by the Housekeeping Department Head and the Property
Manager prior to printing Laundry Tickets.
All properties will provide same day service at no
additional cost to the Resident if the garments are
picked up by 9:00 am. This service will be available
only upon request.
Must be stated on the Laundry Ticket so that Resident
knows when to expect the items back.
4. Must write the apartment number on each laundry
ticket placed in the apartment for the Residents convenience.

5. The Supervisor or Linen Attendant must inspect each garment for
damage such as stains, tears or rips in the garments prior to
processing.
All deficiencies must be written on the ticket and the
Resident must be informed before processing.

6. Must call the Resident and inform them of the
deficiencies found and inquire whether or not the Resident would like to
continue the process.
If Resident cannot be reached then the Housekeeping
Department Head may choose to inspect the garment,
make notes of the defect on the Laundry Ticket, initial it
and then continue the process.
Good morning Mr. Tan, this is Nora from Housekeeping.
We have found a small stain on the white shirt you have
sent for Dry Cleaning. Would you like us to continue and
send it to the laundry to be processed or would you like me
to send it back to you in the apartment?
Or wait to speak to the Resident before processing.

Housekeeping
Revision No. III
Procedures
Page 3


7. May call the Resident or leave a Laundry Defect form
for the Resident to call Housekeeping.
Fill out a Laundry Defects form and return to guest for
signature.
Resident must agree that damage was pre-existing before
processing. This is to avoid unnecessary damage claims
after the garment has been processed.

8. See attached example of Laundry Defect Form.

Laundry Items with Defects
Resident:___________________ Apt. #:____________
Date:______________________ Time:_____________
Dear Sir/ Madam,
While processing your Laundry order, we have discovered
the following defect(s) in the item(s) listed below.
_______________________________________________________
_______________________________________________________
_______________________________________________________
Should you wish us to proceed with the laundry service of this/these
item(s), please authorize by signing below and return both garment
and this form to the Laundry Department.
Regards,
__________________ __________________
Laundry Department Resident's Signature
Housekeeping
Revision No. II
Resident Laundry Processing
Procedures
Page 1


Policy: To ensure that the Residents laundry is processed in a timely and
professional manner and that the Residents privacy is protected.

Procedure:
1. Inspect garments has indicated in Laundry Pick Up policy number 46.

2. MARCOM designed laundry tickets come in a three part form with the
top page having a perforated section separating the top portion from
the bottom section.
Notice that the top portion has a serial number that
matches the serial number below the perforated section.
This allows the Linen Room Attendant (or other designated
employee) to separate the top portion that has the
Residents name and apartment number from the bottom
section that will be given to the contracted vendor.
This protects the Residents privacy and confidentiality.

3. Once the garments have been inspected for defects, then bottom half
of the laundry ticket may be removed and given to the vendor to use as
an official receipt of the garments.
Make sure to match the number of garments noted on the
laundry ticket and the actual number of garments in the
bag. They should match.
Follow procedures for damaged items given in policy
number 46.

4. Use the Laundry Master Control Sheet to track the entire laundry
process.
Apartment number
Residents name
Laundry Ticket Number
Time garments were picked up from the apartment
The name of the employee who inspected the garments
and verified quantity
Date when given to Laundry Vendor
Date when returned by Laundry Vendor

Housekeeping
Revision No. II
Procedures
Page 2


Name of employee who receives the garments back
from the vendor and inspected the workmanship
Date of delivery back to the Residents apartment
Name of employee who delivered the garments back to
the Residents apartment

5. Separate the Laundry Ticket into the correct sections:
Notice that the top portion has a serial number that
matches the serial number below the perforated
section.

6. Bottom portion of top copy can be attached to the Laundry Vendor
Collection Control List to be given to the vendor.
Notice that this portion DOES NOT show the residents
name.
Vendor should be instructed to follow all instruction
given by the Resident on the ticket.

7. Record all the necessary information on your Laundry Master Control
Sheet.
Put the top portion of 1
st
page of the ticket along with
the entire 2
nd
page into the correct date of the
Residents Laundry Notebook.

8. Give the 3
rd
page to the Front Office to post to the Residents account.

9. Follow the procedures below when handing over garments to the
Laundry Vendor:
Make sure number of garments indicated on the
Laundry Ticket matches the number of garments given
to the laundry vendor.
Make sure all policies regarding dealing with defects
have been followed.
Highlight any special instructions written on the ticket by
the Resident.
Make sure the vendor knows he/she is ultimately
responsible for reading each ticket and following the
instructions.

Housekeeping
Revision No. II
Procedures
Page 3


Fill out a Laundry Vendor Collection Control Sheet and
make a copy of the form after it has been signed by
the vendor at pick up.
Put in your Resident Laundry Notebook.

10. Set up of Resident Laundry Notebook:
Section one has your Laundry Master Control Sheet
that is always on going.
Section two should be divided with day of the month file
tabs. One for each day of the month (e.g.
1,2,3,4,5..31).
Can also have one section that you record your daily
revenue if you like.

11. Procedures for accepting garments back from the vendor:
Pull copy of Laundry Vendor Collection Control Sheet
from the Resident Laundry Notebook that corresponds
with the day the vendor picked up the items.
Verify that the number of pieces of garments given by
the Resident matches the number of pieces being given
back by the laundry vendor match exactly.
Check the workmanship of each garment and make
sure it is packaged according to the standards specified
in policy number 48.
Do not accept any garment that does not meet our
standards.
Make sure there are no new defects not previously
known to the Resident on the garment(s).
Call the Housekeeping Department Head or Supervisor
if you discover that the vendor has damaged a
Residents garment.
DO NOT send it back to the Resident before the
Housekeeping Department Head has spoken with the
Resident.
The vendor is financially responsible for any damaged
garments not previously noted on the laundry ticket
before processing.
Tick off each laundry ticket number on the Laundry
Vendor Collection Control List that has been returned.

Housekeeping
Revision No. II
Procedures
Page 4


Enquire about any Laundry Ticket Numbers not
accounted for and establish when these garments will
be returned. Make notation on List.
When you are satisfied that all garments have been
processed professionally and accept delivery, then
mark the date in the Vendor Return Date column of the
Laundry Master Control Sheet.

12. Follow Laundry Presentation Procedures in policy number 48.

13. All Resident Laundry Items should be delivered back to the Resident at
the most convenient time for the Resident.

14. Record the date that the garments were delivered back to the
Residents apartment and also the name of the employee who
delivered it on the Laundry Master Control Sheet.

15. The Housekeeping Department Head should review this sheet on a
daily basis to monitor the efficiency of the laundry vendor and the
Ascott International Management staff.
Completed Laundry Master Control Sheets should be
kept as a record for future reference for at least 3
months.

16. See attached example of Laundry Master Control Sheet.

17. See attached example of Laundry Vendor Collection Control List.

INSERT
PROPERTY
LOGO
HERE

Laundry Master
Control Sheet

Apt. No. Ldy Ticket No. Residents Name Pick up
Time
Verified By: Vendor
P/U Date
Vendor
Rtn Date
Verified By: Delivered
to Apt
Date:
Delivered
By:

Insert Your Logo Here
Laundry Vendor Collection Control List
List complied by:________________________ Date:____________
Laundry Ticket Total Number Comments Returned?
Number of Pieces

Total Number of Parcels
Acknowledged receipt by Service Contrator: __________________________________
Printed name and Signature
__________________________________
Date
Page____ or _____
Housekeeping
Revision No. II
Delivery and Presentation of
Residents Laundry
Page 1


Policy: To ensure that all valet laundry items are returned in a professional
manner reflecting the high standards of service provided by the property.

Procedure:

Resident laundry packaging for The Ascott.

1. Folded items contractor shall provide card paper collar stand, shirt
board backing and place shirt in a thin plastic film.
Housekeeping will then wrap the folded items in their packaging
in wrapping tissue and place in a wicker basket.
The wicker basket will be placed on the bed in the Master
Bedroom.
The Room Attendant removes the basket once the items have
been taken out by the Resident.

2. On a Hanger contractor will present properly ironed and buttoned
shirts and pants on a good quality plastic hanger, covered with a thin
plastic film cover.
Housekeeping will place the hanging garments inside the closet
of the Master Bedroom.

3. A card will be left with the folded items on the bed stating that laundry
items have been returned and are hanging in the closet.
Leave this card if the Resident is not present when the items are
delivered.

4. Residents will be given the opportunity to check a box on the laundry
ticket indicating that they do not want the plastic covering on hanging
garments when they are returned.

Housekeeping
Revision No. II
Delivery and Presentation of
Residents Laundry
Page 2


Resident laundry packaging for The Somerset.

5. Folded items - contractor shall provide card paper collar stand, shirt
board backing and place shirt in a thin plastic film cover.
Housekeeping will place the folded items on the bed in the
Master Bedroom.

6. On a Hanger contractor will present properly ironed and buttoned
shirts and pants on a good quality hanger, covered with a thin plastic
cover.
Housekeeping will place the hanging garments in the closet of
the Master Bedroom.

7. The designated housekeeping staff will place all the items in the master
bedroom if there is more than one bedroom in the apartment unless
otherwise instructed by the Resident.

8. A card will be left with the folded items on the bed stating that laundry
items have been returned and are hanging in the closet.
Leave this card if the Resident is not present when the items are
delivered.

9. Residents will be given the opportunity to check a box on the laundry
ticket indicating that they do not want the plastic covering on hanging
garments when they are returned.

Housekeeping
Revision No. II
Baby Sitting Service
Page 1


Policy: To ensure that Baby Sitting policies and procedures coincide with
local laws and customs.

Procedure:
1. Cluster Head to ensure that all Baby Sitting policies and practices are
within the local law.

2. Utmost care and prudence should be given when establishing Baby
Sitting policies on a property-to-property basis.

3. All Residents must sign an official waiver form before any Baby Sitting
Services provided by any employee of the property commences.

4. All rules and regulations must be thoroughly explained to the Resident
and a written copy of said rules/regulations posted in the Resident
Service Directory.

5. No employee of the property or family member of an employee of the
property may be utilized by a resident as a Baby Sitter without the
prior, written permission of the Property Manager.

6. Any deviation from this policy will result in immediate Disciplinary
Procedures up to and including termination.

7. All requests for Baby Sitting Services will be directed to the Front Office
and appropriate steps will be taken.

8. Follow time frame guidelines as stated in the policy for Resident
Requests.

9. Front Office will contact Housekeeping after the Resident has signed
the waiver form to arrange for the sitter. Will provide:
Start time.
Number of hours service is required.
Number of children and their ages.
Any special requirements or pre existing medical conditions.

10. Resident must pay the Baby Sitter upon completion of the service.

11. Example of waiver form attached.

Babysitting Terms and Conditions
1. Arrangements for babysitting services must be made by the Resident at least 24
hours in advance.
2.
3. In the event of cancellation by the Resident requestor, the Housekeeping
Department must be notified 4 hours prior to the requested time.
4. It is advisable that one babysitter be assigned to one child. The babysitting
charges are as follows:
1
st
child at S$8.00 per hour or any part of an hour thereof.
2
nd
child no additional charge.
Every subsequent child at an additional S$4.00 per hour or any part of
the hour thereof.
5. An additional charge of S$25.00 will be charged for the babysitters taxi fare if
the services requested extend beyond 11:00pm.
6. The babysitting fees shall be paid directly to the babysitter upon completion of
service.

The Resident hereby expressly agrees that he/she shall indemnify and hold harmless
the Landlord for any loss or damage to person or property that is suffered by the
Resident arising out of or in connection with the provision of babysitting services
which the Resident has requested for. The Resident understands that the services
may be provided by agents or independent contractors of the Landlord, over which
the Landlord exercises no control or supervision. The indemnity is in addition to,
and not in derogation of, any other indemnity contained in the Tenancy agreement.

I hereby have read, understood and agreed to the above terms and conditions. The baby
sitting services I require are given below.

Tenants Name: _________________ Tenants Signature: _____________

Apartment Number:______________ Date:_________________________

Baby Sitting Service Required:

Date:______ Start Time:______ End Time:_______ No. of Children:____

Baby Sitting Services Completed as Follows:

Date:_____ Start Time:_____ End Time:_____ No of Children:_____

Performed by:____________________ Charges:__________
INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Out of Order Apartments
Page 1


Policy: To ensure that apartments are placed out of order for appropriate
reasons and that revenue generating potential of the apartment is not
hindered unnecessarily.

Procedure:
1. Only the Housekeeping Department Head and Property Manager are
authorized to place an apartment in Out of Order status.

2. The Front Office must be notified immediately when an apartment has
been placed in Out of Order status.

3. Due diligence must be exercised when placing an apartment in Out of
Order status as this hinders the revenue generating ability of the
property.

4. Most common reasons for placing an apartment on Out of Order
status:
Damage to apartment furniture and / or fixtures
Leaks
Extreme odor problems.
Maintenance issues that decrease the overall image of the
property
General Cleaning or Deep Cleaning programs

5. The Housekeeping Department and Maintenance Department should
coordinate all work to be performed in the apartment during the period
it is in Out of Order status.

6. Maximize the benefit of having the apartment Out of Order.
Use the time to do quality audit checklist and make corrections.
Use the room for training purposes if possible.

7. The Department Head or Supervisor must inspect all out of order
rooms on a daily basis to ensure the work is progressing satisfactorily.

Housekeeping
Revision No. II
Out of Order Apartments
Page 2


8. Use the Out of Order program in the Hotel Information System
computer system.
Make sure you put the apartment out of order for a sufficient
amount of time to complete the project.
Release apartment as soon as possible. Do not let it sit in Out of
Order status just because you finished early.
Be very detailed in the notes field.
Remember that clicking the Minor Repair box DOES NOT block
the room out of order. Leave this box blank.

9. The Front Office must be notified immediately when an apartment has
been placed in Out of Order status.

10. The Housekeeping Department and Maintenance Department should
coordinate all work to be performed in the apartment during the period
it is in Out of Order status.
Post a Apartments Out Of Order form in the Housekeeping
Office so that all employees know which apartments are out of
order and for how long.
Supervisors must note the status on their daily paperwork.
Supervisors must check the apartment on a daily basis to
ensure that work is progressing and that room is kept clean. Do
not leave food and debris in the room while it is in this status.

11. Maximize the benefit of having the apartment Out of Order.
Use the time to do quality audit checklist and make correction.

12. Example of Out Of Order Form attached.

Apartments Out Of Order

Month:___________

Apartment Number Date Out
of Order
Date Return
to Order
Work to be completed

INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Pet Policy
Page 1


Policy: To ensure that standardized fees are charged to the Residents and
that the rules and regulations the Resident must follow are adhered to.

Procedure:
1. The General policy is not to allow pets, but this will be left to the
discretion of the Cluster Head. Must abide by all local laws and
customs.

2. Property Manager has the right to evict the pet from the property at any
time should the pet cause other Residents any inconvenience.

3. Resident must be present when Housekeeping cleans the apartment or
pet must be locked in a secure place.

4. Room Attendant is not allowed to walk the pet or provide any other
services related to pet care.

5. Supervisor must indicate on the Room Attendants Assignment Sheet
when a pet is in an apartment.
Ask the Resident for a specific service time if possible.
Put the pets name on the assignment if known.

6. See attached example of Pet Policy.

Application for Keeping Pet(s)

I, (Name)____________________, (Passport No.)____________________ The Tenant of apartment

number _________ hereby wish to bring the following pet(s) to (NAME Of PROPERTY).

Authorized Pet

1. (name, type, weight) 2. (name, type, weight)

I hereby undertake to:
1. Take all necessary steps to ensure, to the satisfaction of the Landlord, that the Authorized Pet(s)
will not be a source of annoyance, noise, nuisance and/or danger to the other occupier(s) of
neighboring premises or along common property.
2. Take all necessary steps to ensure, to the satisfaction of the Landlord, that the Authorized Pet(s)
will does/do not cause any damage to the property of the occupier(s) of neighboring premises or to
the common property.
3. Ensure that the Authorized Pet(s) will not defecate at the neighboring premises or at the common
property, and be responsible for removing all such defecation; and
4. Be responsible and bear all liabilities for all interference with peaceful enjoyment, damage to
properties and/or personal injuries caused by the actions of the Authorized Pet(s), and to
indemnify and hold the Landlord harmless for all or any liability, damage. Loss, costs and
expenses incurred by the Landlord as a result of the actions of the Authorized Pet(s).

I understand that the Landlord has the right to review the consent to allow me to keep the
Authorized Pet(s) at ( NAME OF PROPERTY) and that the consent is revocable at the Landlords
absolute sole discretion. I understand that the Landlords decision to revoke is final and conclusive
and that the landlord is not obliged to provide any reasons for the revocation of its consent.

Upon revocation of the Landlords consent, I undertake that I shall immediately remove the
Authorized Pet(s) from my apartment and/or common property.

_______________________ ________________________

Signature & Date Witness by:
Name & Designation

Landlords Consent

The Landlord consents to the above mentioned Authorized Pet(s) remaining on
the Premised on the above terms.

_______________________________ Date:___________
Name:
Designation:

INSERT
PROPERTY
LOGO
HERE
Housekeeping
Revision No. II
Baby Cot Specifications
Page 1


Policy: To ensure that the Baby Cot is clean and presented in a professional
manner and that a consistent product is offered at all properties.

Procedure:
1. All baby Cots must adhere to all local safety guidelines.

2. The following guidelines should used in the absence of any local safety
guidelines:
Make sure there are no missing, loose, broken, or improperly
installed screws, brackets or other hardware on the crib or
mattress support.
Crib slats or spindles should be spaced no more than 6.5 cm
and none should be loose or missing.
For safety never use a crib with corner posts over 2.5 cm above
the end panels.
There should be no cut out areas on the headboard or
footboard.
There should be no cracked or peeling paint.
Fire retardant mattress at least 15.25cm thick.
Apply the two-finger test: place mattress in the crib and try to fit
two fingers between the outer edge of the mattress and the rods
or spindles that run along the sides of the crib. If you can fit two
fingers into this space, the space is too big and the mattress is
not the right size for the crib. The baby could get trapped
between the mattress and the side of the crib.
An overly soft mattress is a suffocation hazard for infants and
newborns. Choose a firm mattress.
Heavy-duty castors.
Note: For further details refer to www.childsafetyexperts.com

3. Baby cots must have the following linen:
Plastic sheet next to the mattress
Bed pad over plastic sheet
Fitted crib sheet appropriate for the size of the baby cot
One small baby blanket
Baby bumpers around the top of the baby cot
Baby cot protective pads around perimeter

Housekeeping
Revision No. II
Baby Cot Specifications
Page 2


All linen must be color coordinated, free of stains and free of
odors

4. Baby Cot sheets should be changed every other day or immediately if
soiled.

Housekeeping
Revision No. II
Extra Bed Specifications
Page 1


Policy: To ensure that the extra bed placed in an apartment is clean and
presented in a professional manner and is of consistent quality in each
property.

Procedure:
1. FFE Specifications require that the following brand of extra bed be
purchased for each property.
1100mm(W) X 2000mm(L) X 480mm (H - including mattress,
frame , castors)
Pocketed coil spring mattress
Fire retardant
Heavy duty castors
Bed rolls upright when unused

2. Each bed must be free of signs of wear and tear.

3. Mattress must be clean and free of signs of wear and tear.

4. The extra bed must be made up in the same manner as the permanent
bed in the apartment.

5. In addition, the extra bed must have a bed skirt and headboard cover
that compliments the dcor of the apartments.
Sample.
A tailor can make these very inexpensively. The Property
Manager must approve the sample first.

Housekeeping
Revision No. II
Duties Not Performed by
Housekeeping Staff
Page 1


Policy: To ensure that the Housekeeping Staff understand what tasks they
are not required to perform for the Resident.

Procedure:
1. Housekeeping Staff are not allowed to wash and dry Residents
clothing.

2. Housekeeping staff are not allowed to cook for the Resident.

3. Housekeeping staff are not allowed to Baby Sit for a Resident without
prior written approval from the Property Manager.

4. Housekeeping staff are not allowed to walk pets for the Resident.

5. Housekeeping staff are not allowed to run errands for a Resident
without prior written approval from the Department head.

Housekeeping
Revision No. II
Rubbish Chutes
Page 1


Policy: To ensure that no hazardous material is thrown down pre-existing
rubbish chutes in the apartments and to prevent possible fire scenarios.

Procedure:
1. All pre-existing rubbish chutes within the apartment or in an area
accessible to the general public must be sealed shut and locked.
The Resident must not be able to remove the device that is
holding door shut e.g. plastic tie bands or string that can be
easily cut.
Must be only accessible by employees of the property.

2. Properties should make every effort to cover the rubbish chute door in
a manner that is ascetically pleasing to the eye e.g. cover with a box
and paint to match the rest of the wall.

3. If the rubbish chute remains visible then a professionally printed sign
stating Not for Resident Use must be placed on the area, preferably
in a proper frame.

Housekeeping Two

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Policies and Procedures

Section No. TAG-HSK Department:

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