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STANDARD OPERTING PROCEDURE

HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 19 :1 : July 1, 2010

Task : Pre-service Check Standard : Fully briefed regarding activities on the daily shift. Correct information is
available regarding status of assigned rooms.

Procedure:
1. Check with Floor Supervisor regarding daily briefing and duties for shift. 2. Check list of assigned rooms.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 20 :1 : July 1, 2010

Task Standard

: Stocking Room Attendant Cart : Room Attendant cart is stocked with all approved supplies needed during
shift

Procedure:
1. Refer to the list of room cleaning supplies specified by the property. 2. Load cart from the bottom upwards . 3. Stock according to recommended quantities. Place mattress, pads, sheets, and pillow cases on bottom shelf. 4. Place bathmats, towels, facecloths and washcloths on middle shelf 5. Place room supplies and amenities on top shelf. 6. Stock hand caddie with cleaning supplies as all-purpose cleaner, cloths and , bowl brush, glass cleaner, and dusting solution. 7. Place vacuum, broom, and other sweeping supplies on side of cart.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by : Housekeeping Department SOP Code Page : HK 21 :1

Position

: GUEST ROOM CLEANING

Effective Date

: July 1, 2010

Task Standard

: Entering the Guestroom : Room Attendants are careful not to disturb guests early in the morning or
while they are resting.

Procedure:
1. 2. 3. Check the room status. Check for a Do not disturb sign. Do not knock if a sign is on the door. Announce presence. Knock firmly and say Housekeeping. Do not use a key to knock on the door. Wait for response. If no answer, knock again and repeat Housekeeping. Wait a second for a response. If you still do not receive an answer, open the door slightly and repeat Housekeeping.. If the guest is asleep or in the bathroom, leave quietly and close the door. If the guest is awake but dressing, excuse yourself, leave and close the door. If the guest answers your knock, ask when you may clean the room. If the room is unoccupied, position your cart in front of the door door open and begin cleaning. If the guest returns while you are cleaning, offer to finish later. Ask to see the guestroom key to verify that the key and room number and leave

4.

5. 6. 7. 8.

9. 10. match.

STANDARD OPERTING PROCEDURE

HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING

SOP Code Page Effective Date

: HK 22 :1 : July 1, 2010

Task : Cleaning the Guestroom: Beginning Tasks Standard Procedure:


1. Remove hand caddy from cart and carry into the room. 2. Turn on all the lights. Replace lights bulbs as necessary. 3. Open the draperies or curtains. Check drapery cords and curtain hooks. 4. Open windows if possible. Check for breakage and dirt. 5. Check the air conditioning for proper operation. Set according to property standards. 6. Check the general room condition. 7. Remove and replace dirty ashtrays. Replace matches. 8. Remove and replace dirty glasses. 9. Collect any food service trays and dishes, set neatly outside door and call service for pick up. 10. Empty the trash and replace wastebasket liners. 11. Straighten newspaper and magazines in stay-over rooms. 12. For check-out rooms, report any personal belongings left behind Floor Supervisor. by the guest to room

: Room Attendant checks all facilities in room to ensure proper operation and
removes used dishes and services.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 23 :1 : July 1, 2010

Task : Stripping the Bed Standard : All bedding is removed from bed, checked for condition and area around
bed is inspected for waste and personal items of guests.

Procedure:
1. Remove any clothing or personal items from the bed. 2. Remove bedspread and blankets and place on chair. 3. Check the bedspread and blanket for stains, tears, or holes. Replace if necessary. 4. Remove cases from pillows. Place the pillows aside with the bedspread and blanket. 5. Remove the sheets. 6. Put soiled linen into the dirty linen bag on the cart. 7. Check under the bed for trash or guest items and remove to a convenient place.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by : Housekeeping Department SOP Code Page : HK 24 : 1 of 2

Position

: GUEST ROOM CLEANING

Effective Date

: July 1, 2010

Task : Making the Bed Standard : Room Attendant is careful to use only clean, well maintained linen to make
guest room bed according to procedure.

Procedure:
1. 2. 3. 4. 5. Check the mattress pad for stains and damage. Change the mattress pad if necessary and put a fresh pad on the bed Miter the bottom sheet at the lower end of the bed. Tuck in bottom sheet along the left side of the bed. Place the top sheet on the bed, wrong side-up. Place the. Blanket on top of the sheet. At the head of the bed, turn the top sheet over the blanket about six to eight inches. Miter the top sheet and blanket at the lower left corner of the bed. Tuck in the top sheet and blanket along the left side of the bed. Walk to the other side of the bed. Miter the bottom sheet at the lower right corner of the bed. Miter the top sheet and blanket at the lower right corner of the Miter the bottom sheet at the upper right corner of the bed Tuck in bottom sheet along the right side of the bed. Turn the top sheet over the blanket. bed.

6.

7. 8. 9. 10. 11. 12. . 13. 14.

15.

Make sure the blanket and sheet are tucked in neatly along the sides and foot of the bed. Center the bedspread. Make sure the seams and pattern of the spread are straight. Fold the bedspread down from the head leaving enough room to cover the pillows.

16.

17.

18. 19. 20.

Check for mildew in the pillows in order to prolong the use of pillows. Slip the cases over the pillows. Place the pillows at the head of the bed and bring the bedspread over them and tuck in the bedspread beneath the pillows. Check the bed for smoothness both up close and from a distance careful to smooth out any wrinkles.

21.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL SOP Code : HK 25

Issued by Position

: Housekeeping Department : GUEST ROOM CLEANING

Page Effective Date

:1 : July 1, 2010

Task : Making a Baby Bed Standard : Baby bed is prepared according to procedures ensuring both bed and
bedding is clean.

Procedure: 1. Open folding baby bed and check for cleanliness. 2. Place mattress in baby bed. 3. Collect three cot sheets, one blanket, one pillow. 4. Place baby bed mattress on clean surface and cover with protector. 5. Lay first sheet hem side down evenly over mattress. 6. Place second sheet hem side up with top level with base of mattress. 7. Place blanket evenly, level with the top of the mattress. 8. Place third sheet hem side down level with the top of blanket. 9. Even out top sheet and fold overhang of second sheet back over the third sheet. 10. Fold back once again. 11. Mite bottom corners and tuck in all around. 12. Lift carefully and place in cot, arrange neatly

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 26 : 1 of 2 : July 1, 2010

Task : Dusting Guest Rooms Standard : All furniture, equipment and fittings are cleaned each day using assigned
cleaning agents.

Procedure:
1. Using a cloth sprayed with dusting solution, dust items located on walls or High off the door. Work clockwise around the room. Dust the headboard if applicable. Dust picture frames. Dust lamps, shades, and light bulbs Dust air conditioning unit. Dust and polish mirrors. Spray glass cleaner on a clean cloth and wipe down mirror. Check the windows carefully. Clean with glass cleaner if necessary. Dust the window sill. Dust and polish the dresser. Open the drawers and dust the inside surfaces.

2. 3. 4. 5. 6. 7.

8. 9. 10.

11.

Dust the nightstand. Start with the top surface down the sides the legs and work your way down to the legs or the base. Clean and dust the telephone. Check proper operation by listening for the dial tone. Use spray disinfectant on the mouthpiece and earphone. Dust the top and sides of the television set and stand. Clean the front of the television set with glass cleaner. Check if the television is in good working condition. Dust any tables, beginning with top surface and working down to the legs and base.

12.

13. 14.

15.

16.

Dust wood or chrome surfaces on chairs beginning at the top and working down the legs. Clean both sides of the connecting door to an adjoining guest room, if applicable. Wipe doors from top down. Polish the knobs and remove any smudges around the knob area. Clean the closet. Wipe clean the closet rod. Dust hangers and hooks. Clean and dust both sides of the closet door. Dust both the top and underside of closet shelf.

17.

18. 19.

20.

Wipe clean light switches and clean any smudges on surrounding wall area. Clean both sides of the guest room door.

21.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 27 : 1 of 3 : July 1, 2010

Task : Cleaning the Bathroom

Standard

: Ensure that bathrooms are cleaned and put into a sanitary condition to hotel
service standards.

Procedure: 1. Check lights and fan for operation. Replace any burned out light bulbs.
2. Remove used towels and bathmat. 3. Empty trash and wipe container. 4. Flush the toilet. Apply all purpose cleaner around and under the lid of the bowl. Let it stand while you attend to other cleaning tasks. 5. Clean the shower area. Check the shower head to make sure it is positioned correctly. Wash the bathtub or shower walls using a damp cloth and an all purpose cleaner. Check condition of walls. Clean both sides of the shower curtain or door. Pay special attention to the bottom where mildew may accumulate. Clean shower curtain rod or clean the track and frame of the shower door. Scrub the bathtub with all-purpose cleaner, remove and clean drain trap. Clean bathtub and shower fixtures. Polish dry to remove water spots. Hang clean bathmat over edge of the tub. Reposition shower curtain or shower door to the centre of the bathtub.

6. Lean the vanity and sink area. Run some warm water into the sink. Add the correct amount of all purpose cleaner. Clean the countertop area of the vanity. Clean the sink. Remove drain trap and clean. Clean sink fixtures. Polish dry to remove water spots.

7. Clean the toilet. 8.

Wipe dry the vanity countertop. Clean mirror with glass cleaner.

Scrub the insides of the toilet and under the lip with the bowl brush. Flush. Using cleaning solution and cloth, clean seat top, lid, tank and the outside of the bowl. Wipe dry all the outside surfaces. Close the lid.

Clean bathroom wall and fixtures Dust lights fixtures. Using a clean damp cloth, spot clean fingerprints and smudges. Wipe clean electrical outlets and light switches, paying close attention to the surrounding wall area. Wipe and polish towel bars. Dust all exposed piping. Clean both sides of bathroom door.

9.

Restock bathroom supplies. Replenish towels Replenish the guest amenities such as lotions, soaps and toiletries. Replenish toilet and facial tissue supplies.

10.

Clean the floor Spray bathroom floor and baseboards with all purpose cleaning solution. Starting with the farthest corner and working towards the door, scrub the floor and wipe the baseboards.

11.

Make final check. Inspect all areas of bathroom before turning off lights and fan.

STANDARD OPERTING PROCEDURE

HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING

SOP Code Page Effective Date

: HK 28 :1 : July 1, 2010

Task : Vacuuming and Cleaning Baseboards Standard : Proper vacuuming of carpets and upholstery items removes all dust and
gives the room a fresh smell.

Procedure:
1. Clean the baseboards. Begin with the closet area and work around the room. Wipe all exposed areas of baseboard to remove surface dust and dirt. 2. Take vacuum to the farthest corner of guest room. Vacuum back to the door. Vacuum all exposed carpet areas including under the tables and chairs, behind the door, and in the closet. 3. Vacuum furniture seats and upholstery items with vacuum attachments.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 29 :1 : July 1, 2010

Task : Cleaning Guest Room Windows Standard Procedure:


1. Obtain the appropriate cleaning equipment from the Housekeeping store. 2. Proceed to the area designated by the Floor Supervisor. 3. Knock and announce Housekeeping before entering the room according to procedures even though it has been recorded as vacant. 4. Move furniture from the windows if necessary. 5. Clean every window, inside and out, where possible leaving no streaks or smears. 6. Clean all sliding tracks. 7. Replace all previously moved furniture. 8. Lock all sliding screens and doors. 9. Check and clean any marks left on floor coverings. 10. Lock the guest room on completion. 11. Report any damage in the room to the Floor Supervisor. 12. On completion of shift, return cleaning equipment to the correct storage area.

: All guest room windows will be cleaned as required to meet hotel standard
for cleanliness and sanitation.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 30 :1 : July 1, 2010

Task : Caring for Fruit & Flowers Standard : Condition of perishable items will be checked daily and spoilt items will be
removed.

Procedure:
1. Ensure flowers are in a suitable vase and have water. 2. Check the freshness of flowers. 3. Contact Floor Supervisor to throw away dead flowers or rotting fruit. 4. Inform the supervisor if a vase is required for flowers or a bowl is required for fruit or food items.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : GUEST ROOM CLEANING SOP Code Page Effective Date : HK 31 :1 : July 1, 2010

Task : Cleaning and Care of Refrigerator Standard : Guest room refrigerator is cleaned and stocked according to hotel
standards.

Procedure:
1. Regularly open the refrigerator to check contents and condition. 2. Clean spillage, wipe shelves and check need for de-frosting. 3. On guest check out, remove bottles and contents and wash all inner and outer surfaces. 4. Return bar items to refrigerator - see mini bar set up for placement. 5. Unused leftover food and drink returned to Housekeeping at shift end. 6. Used leftover food and opened bottles are thrown away . 7. Full bottles of liquor are held in lost and found area for one month and distributed to finder. 8. Write name of finder on supplied sticker and attach to items.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL Issued by : Housekeeping Department SOP Code Page : HK 32 :1

Position

: GUEST ROOM CLEANING

Effective Date

: July 1, 2010

Task : Maintaining Guest Room Telephone Standard Procedure:


1. Do not answer telephone in an unoccupied guest room. 2. Do not use the telephone in an unoccupied room as the guest may return. 3. In a vacant clean room the telephone must not be used at all because the guest could check in at any moment. 4. In a vacant dirty room the phone may be used briefly to communicate within the hotel. 5. The service area phones are the usual places of communication. 6. To clean the telephone: Spray lightly with polish and dry with cloth. Pay attention to grooves, dial numbers and clean base of phone. Use the toothbrush for stubborn marks and dust catches. Always wipe the mouth piece clean. Wipe the cords. Replace handset correctly and place telephone in correct position on table.

: Telephone should be checked for good working order and cleaned daily.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL SOP Code : HK 33

Issued by Position

: Housekeeping Department : GUEST ROOM CLEANING

Page Effective Date

:1 : July 1, 2010

Task : Checking Supplies Are Removed from Guestroom Standard : Room Attendant ensures that all supplies and equipment are removed from
room and returned to Housekeeping area.

Procedure:
1. Check that all supplies and equipment are properly loaded back onto Room Attendant cart.

STANDARD OPERTING PROCEDURE

HOUSEKEEPING MANUAL Issued by Position : Housekeeping Department : ROOM INSPECTION

SOP Code Page Effective Date

: HK 34 : 1 of 2 : July 1, 2010

Task : Inspecting the Guestroom: Bathroom

Standard Procedure:
1.

: Guest rooms are inspected by Floor Supervisor to ensure hotel service


standards are attained.

Check bathroom door for scratches, marks, smudges, or dirt on surface.

2. Check condition and cleanliness of light switches, plates, and surrounding wall areas. Check vent fan for dirt and dust. 3. Scan ceiling, walls and tiles for any damage, dirt or dust. 3. Check shower area. Check tub and fixtures for water marks, soap film, and hair. Check fixtures for correct position and operation. Make sure they do not leak. Check shower curtain for mildew and for proper operation. Make sure a clean bath mat is in place. Check caulking between tub and tile for cracks or dirt.

4. Inspect vanity and sink area. Check sink and counter area. Check sink and counter area for water marks, soap film, and hair. Check mirrors for streaks and spots. Ensure fixtures operate correctly and do not leak.

6. Check toilet for cleanliness. Flush to check proper operation . 7. Check floor and baseboards for dirt and dust. 8.Ensure towels, face cloths and washcloths are clean and neatly arranged on towel racks.

9. Check toilet and facial tissue supply. 10. Check that bathroom amenities such as soap, shampoo and mouthwash are properly stocked. 11. Make a final check of the bathroom to make sure all items are well-positioned, and that all areas from ceiling to floor are clean and well-maintained.

12. Complete a work order request and/or notify the appropriate department for any item needing attention or repair.

STANDARD OPERTING PROCEDURE


HOUSEKEEPING MANUAL SOP Code : HK 35

Issued by Position

: Housekeeping Department : ROOM INSPECTION

Page Effective Date

: 1 of 2 : July 1, 2010

Task : Inspecting the Guestroom: Bedroom Standard : Guest rooms are inspected by Floor Supervisor to ensure hotel service
standards are attained.

Procedure: 1. Check guestroom entrance door.


Note any scratches, marks, smudges, or dust on surface. Check for Do not disturb sign on inside knob of door. Check proper operation of locks, chains, and door stops. 2. Check condition and cleanliness of light switches, plate, and surrounding wall area. 3. Scan ceiling, walls, woodwork, and trim for any damage, dirt or dust. 4. Check drapes and curtains for tears or stains. Check that hooks are in place and that traverse rods work correctly. 5. Check window sills and windows for cleanliness and have no streaks. Make sure windows are locked and that locks work correctly. 6. Ensure air conditioning unit is free from dust and dirt and operates correctly and that it is set according to Engineering standard. 7. Ensure telephone is clean and in good working condition. 8. Ensure that bed has fresh linen. Check condition and appearance of bedspread, check edges for frays or tears Check headboard for dust Look under the bed for trash or guest items. 10.Check room furniture for scratches, damage and dust. Check any wall hangings for stain or tears. 11.Check lamps for scratches, damage, and dust. Make sure light bulbs work and are the proper wattage. 12.Turn on television set and radio to check for proper operation and reception. Turn off and check for scratches, damage, and dust. 13.Check carpets and baseboards for dirt, stain, dusts and streaks. 14.Check that closets are clean and have the proper amounts of hangers 15.Check pictures and mirrors for dust and streaks.

16.Check that bedroom amenities such as stationery and matches are properly stocked. 17.Make the final check around the room to make sure that are all items are wellpositioned, and that all areas from ceiling to floor are clean and well maintained. 18.Complete a work order request and notify the appropriate department for any items needing attention or repair.