Professional Documents
Culture Documents
Code Topic
Daily Services
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Housekeeping
Objective
This SOP is to ensure that the daily service has been done properly in accordance with the room
attendant task list.
Procedures
Example:
Check guest name (from worksheet assignment list)
Knock on the door
Get guest amenities for assigned rooms
Keep your cart and working areas organized
Prepare the guestroom for cleaning
Place caddy in bathroom
Begin to clean the bathroom
Clean the bathtub and shower area (remove shower head if possible and deep clean carefully)
Clean the toilet
Clean the sink and vanity
Clean bathroom floor
Finish cleaning the bathroom
Clean the guest room closet
Make the bed
Dust the guest room
Replenish amenities and supplies, towels and bathrobes
Strip-down bed, collect dirty linen and note down supplies needed to be replenished
Clean windows, line tracks and gaps
Cleaning of balcony equipment and floor (if applicable)
Check room for maintenance request; all TV channels, air-condition, all lights, hot and cold
water and pressure, etc.
Collect rubbish
Check mini bar
Remove dirty linen replace with clean linen, supplies and mini bar items from the pantry
Clean closet and all furniture
Replenish mini bar
Quality check (arrangements, amenities) - use the standard check list only
Cleaning of floor
Close/Set curtain to standard
Update status on telephone
Exit room and secure door
Update the room as cleaned on the worksheet assignment list
Remark
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Housekeeping
Tasks
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Housekeeping
Objective
This SOP is to ensure that all keys are requested and returned in the correct order with reference to the
issuer.
Procedures
1. A key for the assigned floor is issued from the Housekeeping Department.
2. The key is signed out in the key log book.
3. Name is signed next to the corresponding key number. Write in the time the key is issued.
4. Key(s) must be kept on a key chain holder (key holder is with the respective person at all times),
or on the housekeeping trolley.
5. Return the key to where it was signed out. Sign in the sign-in section.
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Housekeeping
Objective
This SOP is to ensure that all assignments are completed in a legible manner.
Procedures
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Housekeeping
Objective
Safety is of everyones concern. Below is a list of some procedures to increase the safety of all hotel
Housekeeping associates:
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Housekeeping
Objective
This SOP shall ensure the correct procedure of how an employee can enter a guest room.
Always assume that someone is in the room and allow them the time to get to the door.
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Housekeeping
a) Offer fresh, clean towels and amenities and to empty the bin.
How about some fresh and clean towels Mr Brown?
b) Make a note on the worksheet.
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Housekeeping
1. Housekeeping service is available 24 hours per day for special requests. This may not apply to
certain Resort/Hotel and properties.
2. Show rooms are available daily and set with flowers and fruit tray/basket.
3. Every room receives at least one daily international newspaper.
4. International electricity converters are available and delivered within 5 minutes of request. At
least 10 pieces are available at the hotel/ resort.
5. Baby cots are available.
6. If baby cots are requested at the time of reservation, cots are placed in the guest's room prior to
arrival.
7. The following items are available upon request: Additional bath linen, additional bed linen,
additional bath robes, a clothes brush, flower vase and additional hangers.
8. The following items are available upon request: Tampons/ sanitary towels, a razor kit, tooth
paste/tooth brush, iron and ironing board, additional slippers, high chair, umbrella, nail file, polish
remover and laundry detergent (for hand washable clothes).
9. Guest request items are delivered within 5 minutes of request received.
10. Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by
the guest).
11. If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the
Executive Housekeeper or Assistant (in person or by calling).
12. If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note
under the door) to contact HK in order to have the room cleaned.
13. Guest receives information note between 16:00-18:00.
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Housekeeping
Objective
This SOP ensures the correct mechanical technique and cleaning utensil is used for each individual
item in a guest room.
Furniture
Remark: Call Engineering to replace burned-out light bulbs in recessed lights, wall fixtures and
bath sconces, issue maintenance requests accordingly.
Phones
Mattress
1. Dust-beat weekly.
2. Send to the laundry/use special cleaning company once a year for deep-cleaning.
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Housekeeping
Closets
1. Clean shelves with damp wipe. Clean rod, wooden hangers and louvered doors.
2. Clean wooden valet, cloth brush and shoe horn.
3. Clean turn down tray and place under the safe.
Plants
Mini Bar
Television
Curtains
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Housekeeping
Objective
This SOP ensures the correct way of how a make up of a guest room has to be done effectively and
efficiently.
Procedures
1. Hang a notice sign on the door knob while the Room Attendant is cleaning the guestroom, or
open the door with the cart placed in front of the room.
2. Turn on the lights. Do not turn on he air-condition (Resorts) but double check air-condition of
functionality after room cleaning.
3. Carry the vacuum machine, supplies and cleaning basket into the guestroom and place the
cleaning supplies in the bathroom area.
4. Open the drapes and sheers. Make sure the room is well ventilated by opening windows, if
applicable.
5. Remove all room service items/fruit trays etc to the housekeeping pantries and call-in room
service for cleaning of all pantries.
6. Empty ashtray(s) from smoking rooms or balcony, spray with all-purpose cleaner, and wipe
clean.
7. Collect all trash and place in trash bag/trash can.
8. Remove all dirty glasses from the room for cleaning. Replace with clean and polished glasses;
check that coasters are in good condition (no ears, not worn-out).
9. Remove soiled linen from the bathroom, strip bed(s) and place all dirty linen in the linen chute.
Put blankets, pillows and bedspread on a chair dresser. NOT on the carpet or bathroom floor.
Check cleanliness of the bed pad and the bed skirting, replace when needed.
10. When removing soiled lined and trash from the guestroom, check for bed and bath linen
needed to be replaced. Make one trip to the linen closet closest to you.
11. Clean and soiled linen should NEVER be in the room at the same time.
12. Call maintenance deficiencies to the Housekeeping Department for immediate action.
13. Make up the bed.
14. Go around the room in clockwise direction, dusting and cleaning of all furniture. Preventing an
accumulation of dust makes cleaning easier. Inspect the undersides of desks, tables, and dust
necessary. All collateral should be neatly arranged. The Guest Service directory must be free of
stains. Double check always:
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Housekeeping
Procedures - Continued
15. When cleaning light bulbs and shades, test all bulbs and replace if burnt-out. All lamp and
telephone cords must be neatly coiled and tied up.
16. Fruit amenity replenishment; the Room Attendant must remove any dirty plates, utensils and
napkins, etc, and replenish with new ones.
17. For check-out rooms; wipe out the dresser drawers. Do not do this in occupied rooms. Never
disturb a guests personal belongings when you are cleaning the room, unless to hang up the
guests clothing. Put shoe or slippers in the closet and fold nightwear and place it on the end of
the bed. Slippers are replaced after guest check-out, never to be used again.
18. To replenish the mini-bar, the Room Attendant is to take note of the consumption, fill out the
mini-bar slip accordingly, replace the consumed items, and ensure that this is charge to the
guest room account, mini-bar supplies and replenishment always include clean glasses,
coasters, stirrers, and napkins.
19. If a room smells of odours, including cigarettes or cigars, spray with air-freshener or call
Housekeeping for the ozone machine (if applicable). Open windows, if applicable.
20. Open closet and replace used laundry bags, wipe down the doors front and back to remove
any fingerprints, clean inside-out. Make sure closet shelves are clean and free of dust, including
the in-room safe.
21. After cleaning the bathroom, move all furniture that is movable and vacuum behind and under
the furniture. Be sure to check under the bed for any item(s) left behind.
22. Before leaving the room, take a last look that the furniture is arranged properly; that
lampshades, pictures, bedspreads, as well as supplies, are in the proper position. All linen should
look fresh and of matching quality.
23. After cleaning the guestroom and bathroom, turn-on the lights and set the air-con as per
standard and close/lock the entry door.
24. Check hallways for any debris, tray or glasses. All items must be placed on shelves in pantries,
NEVER on the floor. Do not leave trays or dishes inside any room.
25. When the vacant room is completed, record in the assignment sheet.
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Housekeeping
Objective
This SOP ensures the correct way of room amenity setup and quantities.
Amenity layout may vary in certain aspects due to property room inventory, size and layout/design of
rooms and its categories.
Bed Room
King size or Twin bed configuration, pillows and cushions
Bedside table(s) with lamp and lamp shades.
Small bed or sofa bed with mattress and cushion, pillow setup (optional).
Telephone/Control panel.
TV cabinet with TV (minimum size of 29 with remote control, DVD player and remote control
with TV program. TV(s) are preferably LCD or Plasma flat screens.
Luggage rack/cabinet (not applicable if located in another area).
Bed room and bathroom area(s) must be separated with roll-down window blinds (if
applicable).
Working/Dressing Table
Guest Service Directory includes: Room Service Menu, Rooms Directory and the Spa
Menu.
Note pad with hotel pencil/pen (boxed optional)
Flower vase with fresh flowers
Garbage bin
Telephone directory
Stationery right side: 3 x A4 letter paper with protected Stationery sign, 4 Hotels & Resorts
envelopes with protected Stationery sign, 1 Please Fix Card.
Stationery right side: 1 Guest Questionnaire. Guest Questionnaires in German and Japanese
language are available in Hotels/Resorts and Grands.
Stationery left side: 2 hotel stickers, 1 hotel brochure, 1 Hotels & Resorts pen and 2 postcards,
one flyer promoting the Spa.
F&B flyer for promotion is located on the desk (if applicable).
Third party advertisement in the room is not allowed (e.g. Dive centres, tailor shops etc.).
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Housekeeping
Closet
8 regular hangers (4 in each side)/ 12 regular hangers (Resorts)
4 trousers hangers (2 in each side)/ 6 trousers hanger (Resort)
2 extra pillows on upper shelf
2 Umbrellas
Slippers (packed and sealed) are placed in the wardrobe. Slippers are not re-usable.
In-room Safe: Safe instruction is either written on the safe or placed inside the safe.
Basket and information paper for Complimentary shoeshine are placed inside the wardrobe,
on the floor.
Items for laundry and pressing services are placed in a compartment, inside the wardrobe.
Right shelf:
Turn down tray
Laundry items consist of 2 A4 paper for dry cleaning, 2 A4 paper for regular laundry and 2
laundry bags.
2 Breakfast door knob menus
1 Sewing kit
Mini-Bar
Counter top: Ice bucket with ice tong and cover (if applicable).
A hand bottle opener is supplied in the refreshment centre (mini-bar), fixed to the exterior.
Plastic stand for kiosk and mini bar is placed in front or on top of the bar or kiosk, facing the
guest.
Top Shelf:
Mini bar prices list
2-4 DHR complementary drinking water with bottle neck tag (depending on room occupancy)
1 Tea kettle
Coffee Cups and tea spoon (depending on room occupancy) with underliners/saucers
Sugar Bowl (4 coffee mate, 4 tea bags, 4 white sugar and 4 brown sugar, 2 sugar substitute or
similar and 4 dairy cream)
4 Cocktail napkins (paper with hotel logo)
Wooden tray for mini bar set up (if applicable)
Gin, Vodka, Johnnie Walker Red Label, Hennessy Cognac VSOP and one local whisky
Chips/ Mixed nuts or dried fruits
Condoms
Smints or similar
Mosquito Repellent
Aspirin
Local Map (if applicable)
Private personal mini-bar items as requested by the guest
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Housekeeping
Remark:
Other merchandising products depending on property; such as children articles, teddy bears/animals
matching the location and country, spa products, handicrafts, jewellery, bottle opener, textiles, etc...
Hotels & Resorts bathroom amenities selection consist of: Emery board, sewing kit, cotton tips,
body lotion, conditioner, shampoo, 3 different bath oils, disposable bag, shower cap, 2 small
soaps and toothbrush kits (unless room occupancy is higher).
Each bathroom contains two water glasses. The glasses are covered with a plastic lid.
Bathroom features one digital scale.
Make up counter, if applicable (pairs of 2 unless room occupancy is higher or as specified below):
1 Cotton container
1 Tissue box
Bath towels
Hand towels
Face towels
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Housekeeping
Toilet Area:
1 Toilet paper roll hanger (with 2 spare toilet paper rolls in the bathroom cabinet)
1 small Garbage bin
Shower Area:
Tray setup with bottles (if applicable)
Bath gel, conditioner and shampoo container or bottles, filled up to .
Towel hook or hanger
Shower mat (for security reasons)
Balcony
Balcony table
Balcony chair(s)
Armchair with cushion (optional)
Ashtray
Cloth hanger line (optional)
Pictures/wall paintings/decor (optional)
Remark: Shoeshine
Complimentary shoeshine service is available to every guest.
Shoes are returned as per guest request.
For overnight service, shoes are returned by 07:00 or the time designated by the guest.
Shoes are returned in appropriate bag or basket.
Remark: Pillows
Additional pillow selection a la carte may be available in selected brands.
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Housekeeping
Suites/Executive Floor
Living room
Dinning table and chairs with flower vase setup.
Luggage rack
Sofa bed in the living room with cushions and pillows.
Sofa table in front of the sofa bed with carpet/mat.
Bar cabinet with mini-bar, under and top shelving, under-counter built-in mini-bar.
Television cabinet with additional LCD/Plasma Television with remote control and TV program.
DVD player/ HIFI stereo with remote control
I-Pod station and PC station (optional, if applicable).
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Housekeeping
Restocking of Mini-Bar
Objective
This SOP shall ensure to proper handling of requisitioning, storing, recording and billing of mini-bar/kiosk
items of guest rooms.
Pricing
Pricing of mini-bar/kiosk items is inline with the Hotels/Resorts Pricing Policy.
Stock keeping:
Housekeeping Department keeps a small mini-bar/kiosk inventory stock not exceeding 10-15% of
the total amount of guest room inventory for efficient refilling.
Procedures
Hotel uses only internal mini-bar/kiosk inventory slips, a guest will never fill-out or sign any slips.
Room maids carry inventory slips with them during room cleaning.
Refilling of mini-bar/kiosk items takes place during the daily room cleaning service.
Check expected arrivals first, followed by guest in residence, and finished with all remaining
room statuses.
Expected Check-out Rooms: Mini-bar/kiosk is to be inventoried but not refilled until the guest has
checked out of the room (to prevent guest claims of non-consumption).
Fill-in the amount consumed of each item on the inventory slip.
Write the room number, guest name, date, time and your signature.
Keep one copy of the mini-bar/kiosk inventory slip separated (on file/for recording purpose
within HK Department)
Send the second mini-bar/kiosk slip to Front Office (may not be applicable to certain hotel
brands with centralized PMS system with a Housekeeping Interface/Link).
The third copy is send to Accounting with all other mini-bar/kiosk inventory copies of all rooms
and day.
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Housekeeping
Restocking of Mini-Bar
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Housekeeping
Objective
This SOP shall ensure the proper recording, storing and distribution of lost and found items in a
property.
Procedure
1. Collect all item(s) left behind from a guest room in its designated box/bag with the room
number, date, finder and time of found item(s) written/tagged on it.
2. Front Office Department is to be informed immediately (it might be the case that that particular
guest room is due to check-out at the Front Desk).
3. Box/Bag is send immediately to the Housekeeping Office and to be recorded. The
Housekeeping associate will log the item(s) by number, room number, name of the person who
has found the item, date and time.
4. Front Office will check whether the guest is still located in the hotel or has already checked-out:
4.1 If the guest is still in the Hotel/Resort, he or she has to be contacted immediately, regardless
of content of the box/bag.
4.2 If the guest has checked-out, the guest has to be contacted via his/her contact detail by
mail/email/phone/fax etc.
5. If any items of value (jewellery, watches, money, mobile phones, devices & applications etc)
have been found, Housekeeping Management is to be informed immediately. He/She will issue
a claim form and keep all items in the Hotels/Resorts safe until further action is taken, claim
form is forwarded to the General Manager for approval.
6. If the guest could not be contacted (no response/acknowledgement) within 180 days, the
item(s) are to be send to the guests residential address with a letter from the General Manager.
7. It is up to the General Managers decision from what value onwards an item/items are send (by
postal mail, preferably registered) domestically or internationally to its respective guest.
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Housekeeping
Standard Operating Procedure
Update: 02.07.08 /CO-HK-SOP-012
Closet/Pantry Supply
Objective
This SOP shall ensure that the demand of guest supplies is maintained at all times regardless of
occupancy, according to PAR stock of each closet/pantry of the property.
Definition of PAR
Par value, in finance and accounting, means stated value or face value. From this comes the
expressions at par (at the par value), over par (over par value) and under par (under par value).
To adjust PARs
Since most Hotels and Resorts are affected by seasons and low/high occupancy fluctuations, the
Housekeeping Management must schedule ahead/forecast approximate guest supply quantities on
demand and thus its daily turnover in the room closets/pantries.
Procedures
1. All linen/terry closets/pantries must be checked before starting the daily work assignments. If in
any case the stock is not sufficient, Housekeeping Office is to be informed for immediate refilling.
2. The linen/terry PAR stock in each closet/pantry is stocked-up in the evenings or during the night
(depending on Hotels/Resorts organization) with the correct amount of linen and terry,
according to PAR list of each room closet/pantry.
3. Supplies of room amenities such as bathroom tissue, bathroom supplies etc, must be checked to
ensure that guest rooms efficiently and effectively supplied when needed.
4. Room boys or where appropriate are advised to check of any items in the closets/pantries
which are not part of the inventory of that closet/pantry (i.e. extra pillows, rollaway beds, baby
cots etc); items are re-located to its designated storage area.
5. Other Departments may share Housekeeping storage in closets/pantries; however, designated
areas are established with bin cards indicating, date, item, quantity and balance of each item
stored.
6. Used and new linen/terry are separately kept and never placed on the floor.
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Housekeeping
Turndown Service
Objective
This SOP shall ensure the correct and efficient procedure of executing the daily turndown standard to
all guests in residence of a DHR property.
Standards
Procedures
The turndown service shall be carried out with the least disturbance to guests.
The turndown service does not exceed 20 minutes.
Always assume that someone is in the room and allow them the time to get to the door:
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Housekeeping
Turndown Service
Procedures - Continued
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Housekeeping
Objective
This SOP shall assist in determine the correct status to its current room status and to forward the correct
status to other departments such as Front Office.
Vacant
Any room vacated, cleaned and is ready to sell is considered vacant.
Occupied/In-use
A room which is either physically occupied by a guest or bears a sign of such an occupancy, such as
luggage or toilet articles is considered occupied.
OD = Occupied Dirty
ODD = Occupied Dirty/Due out or Departure
CIT = Check In Today
Day Use
A guest room that is used for only a half of the day instead of a full-day/night.
DU = Day Use
Check-Out
A room which is reported due to be vacant from previous occupancy but still requires room cleaning
is considered Check out. If the status indicated from the Front desk is check-out, it signifies that the
guest is to check out of the hotel.
Sleep Out
A room, which appears occupied without the bed having been slept-in.
SO = Sleep Out
Out of Order
A room that is temporarily/permanently out of order, not usable and thus not sellable due to a
condition of defect, malfunction of the room itself or parts of it. An out of order room is taken out
of the room inventory.
Any out of order room must have identification as of the approximate length of time the room will
be out of order and the reason. The Housekeeping Management must run an out of order report
daily.
Out of Service is referring to a room with defects or no defects, i.e. if Rooms division wants to assign
Emergency Rooms etc. Out of Service rooms are not taken out of the room inventory.
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Housekeeping
Do not Disturb
Any room that has a DnD tag/sign or DnD privacy light, indicates that the guest does not wish to
be disturbed. DnD status must be monitored by Housekeeping Floor Supervisors.
If turndown service cannot be provided (e.g. Do not disturb sign), a Turndown attempt card is
slipped under the guestroom door, informing the guest that turndown service was attempted and
inviting the guest to call for the service until 21:00.
Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by
the guest).
If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the
Executive Housekeeper or Assistant (in person or by calling).
If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note
under the door) to contact HK in order to have the room cleaned.
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Housekeeping
Importance
A master key can open any room, especially the ones occupied by the guest.
Since the guest has all her/his belongings and valuables in the room, any related incident may
lead to the accusation of the associate concerned who, as the sole signatory for the key, will be
held ultimately responsible.
Procedure
All master keys must be signed in/out, along with the complete name of the receiving person
and the countersignature of the daily appointed witness.
Once the key has been issued, ensure that it is securely attached to the appropriate carrier,
belt, key ring, etc.
All master keys and other keys related to the operational activity of the Housekeeping
Department shall be kept locked in a specific cabinet in the Executive Housekeepers Office.
Any damage caused to a master key shall be immediately reported in order for the
Housekeeping Department to replace it promptly.
In the case of a loss of a master key, Housekeeping is to inform Front Office/Duty Manager
immediately, followed by the respective re-coding procedure for all guest rooms and keys. An
additional perimeter check might be to be considered if the keys is to be known lost on the
property.
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Housekeeping
Issuing
Any Housekeeping Department key movement must be recorded in the key movement
registration book.
The key remains the responsibility during his/her entire shift period by the associate who signed-in
the record book.
The key shall be reliably fixed to the uniform and never be left in a door or in the room maids
basket.
If the associate must leave the hotel for any reason, he/she must return the key to the Executive
Housekeepers Office and sing-out in the key movement registration book confirmed by the
daily appointed witnesss signature.
At the end of the shift, the key must be returned to the Executive Housekeepers office and the
associate shall sign-out in the key movement registration book along with the daily appointed
witnesss signature.
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Housekeeping
Objective
The Professional Maid and Housekeeping Associate must know the basic Housekeeping Glossary in the
English knowledge.
Glossary
Room Inventory
Linen
1. Bed Sheet
2. Bed Pad
3. Duvet
4. Bed Spread / Duvet Cover
5. Pillow Case
6. Hand Towel
7. Face Towel
8. Bath Towel
9. Bathmat
10. Bathrobe
11. Pillow (different size)
Amenities
1. Comb
2. Conditioner
3. Shampoo
4. Bath Gel
5. Body Lotion
6. Shower Cap
7. Sanitary Bag
8. Sewing Kit
9. Cotton Bud
10. Cotton Pad
11. Toothbrush
12. Shoeshine
13. Detergent
14. Razor Blades
15. Finger Nail
Guest Supplies
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Housekeeping
Printing
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Housekeeping
Cleaning Equipment
1. Soft Broom
2. Brush
3. Feather Brush
4. Plastic Bowl
5. Plastic Bin / Bucket
6. Cleaning Wool, multicolor
7. Sponge
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Housekeeping
Objective
The Professional Maid and Housekeeping Associate must know the basic knowledge of efficient
cleaning techniques and utensils used.
Procedures
Cleaning Chemicals
1. SC Save & Clean ; Liquid cleaner and sanitizer is designed for cleaning toilettes, urinals,
washroom floors, walls and hard surfaces without causing metal corrosion.
, , ,
2. No Rust; Liquid cleaner can be used to remove rust and sediments. To avoid using on marble
surfaces.
3. Window Clean; Powerful glass window cleaner. Cuts through grease soils to leave sparkling
surfaces.
4. Pick Up; Liquid mop treatment is designed to treat dust mops to increase ability of collecting
and holding dust. Contains solvents and oil. Use for every hard floor surface.
Mop
5. Shine-Up; versatile general purpose polisher is designed to maintain and protect furniture and
other hard surfaces such as wood. Laminate, vinyl, plastic and leather with a long-lasting shine.
Using a white towel wipe the surface after spraying furniture wax.
, ,
1. Clean the top of the wall all around the bathroom, the light fixtures and check for any missing
hooks.
2. Wash and polish the wall tiles.
3. Polish the mirror(s) with a cotton rag.
4. Clean the Jacuzzi inside, outside and polish the metal fixtures. ,
5. Be careful with any article left by the guest and move it during the cleaning session.
6. Clean and dry the floor, starting from the inside and ending at the door.
7. Display the exact towel count and refill the supplies and the amenities.
,
8. Turn off the lights.
9. Always leave the door ajar for effective ventilation.
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Housekeeping
1. Flush the toilet and add the cleanser into the bowl, and let it soak for the number of minutes
displayed on the product bottle. 1
2. Clean the top of the lid.
3. Wash the lid inside and outside, and the underneath and top of the seat. , ,
4. Wash around and underneath the bowl with a toilet brush or by hand, using appropriate
rubber gloves.
5. Put the brush into the bowl and scrub every part of the bowl.
6. Flush the toilet and rinse the toilet removing all the suds.
7. Dry both sides of the lid and seat.
8. Dry around and underneath the bowl and make sure there are no streaky marks.
9. Flush the bowl again, and make sure it is clean, odorless and filled with clean water.
1. Remove any article belonging to the guest from the shelves while cleaning.
2. Clean the tap, drain and stopper, and scrub the basin bowl thoroughly.
,
3. Polish with a clan dry cloth.
4. Clean the pipes below the bowl.
5. Clean glass shelves.
6. If a sink stopper is broken or missing, or the plumbing needs any attention, report the problem
at once to the Engineering in order for the maintenance request to be issued immediately and
the problems to be fixed immediately.
7. Dry the wash basin and its fittings.
8. Clean the mirror with a clean dry cloth.
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Housekeeping
1. Take out the showerhead and, by using a toothbrush, scrub around the showerhead with the
stainless steel cleaner/ polish.
2. Wash, dry and polish the metal fixtures.
Bed Making
1. Place the sheet evenly on the mattress with the centre down the middle and with the right
face up
2. Tuck the sheet under the mattress at the head top two corners and tuck in the other sides of
the sheet tightly. 2
Pillow
1. Remove the pillow cases and place them among the soiled linen.
2. Place the pillows on the chair
3. Do not put them on the floor because they will collect dust.
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Housekeeping
Duvet
Sheets
1. Remove the bed sheet separately and place it with the soiled linen.
Bed-Pad
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Housekeeping
Objective
Bathroom Door
1. Safety/security instruction board is firmly posted behind the door.
2. Clothes hooks are clean.
3. Door opens and closes smoothly.
Ceiling
1. No varnish or paint is falling-off.
Mirror
1. Mirror is clean and polished.
2. No fingerprints or watermarks.
Lights
1. Lights are functioning and not flickering.
2. Light shades/covers are clean.
Marble Counter
1. Marble counter is clean and dust free, especially in the corners.
2. Bathroom glasses are clean and polished with no chipped edges and covered with a lid.
3. Amenities are set and complete, displayed as per hotel standard.
Wash Basin
1. Overflow hole, plug and waste hole is spotless and shiny
Toilet Bowl
1. General cleanliness, inside and outside.
2. Seat and cover are is clean and in good condition.
3. Toilet hinge is clean.
4. Paper sanitation stripe is in place.
5. Chrome fixtures are clean and polished.
6. Extra paper rolls and disposable bags are set (stored in the bathroom area).
Bathtub
1. Shower head and sprinkler holes are clean and polished.
2. Chrome fixtures, i.e., rod, faucet, rack is clean and polished.
3. Tap is functioning properly.
4. Soap dispenser has no soap residue and the tube is in good working condition,
bottles/dispensers are refilled.
5. Clothe line fixture is present in good condition and of the correct length.
6. Shower room/shower cabin glass door is clean.
7. Shower door is closed, dust free and not damaged (if applicable).
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Housekeeping
Waste Basket
1. Clean, dust free and not damaged.
Facial Tissues
1. Tissue holder is clean and polished.
2. Container is filled with sufficient tissues.
3. First tissue is always nicely folded as per hotel standard.
Toilet Paper
1. Holder is clean and polished.
2. First paper is folded as per hotel policy.
Others
1. Bath Towels (2 pieces) - Placed on the bath towel rack, or as per hotel standard.
2. Hand Towels (2 pieces) - Folded in 3 parts displaying the hotel logo and set through the hand
towel rack at the vanity counter, or as per hotel standard.
3. Face Towels (2 pieces) - Folded in 2 parts displaying the hotel logo and placed on the vanity
top, or as per hotel standard.
4. Bathrobes (2 pieces) - On a coat hanger inside the closet with the belt neatly tied around the
waist and the loose threads removed, or as per hotel standard.
5. Bathmats (1 piece) - Placed over the foot area of the bathtub with the logo standing upright
over the edge, or as per hotel standard.
Bathroom Floor
1. Floor is scrubbed properly, including the edges.
2. Toilet and counter area underneath is clean.
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Housekeeping
Objective
This SOP shall ensure its correct handling/organization of all relevant linen procedures within a
property.
Some hotel properties may not have an internal laundry, thus strict recording procedures are a must if
outside contracted laundries are used.
Substandard Linen
All linen identified as substandard is to be issued to the Executive Housekeeper or Assistant for
any (eventual) further use.
All linen/towels returned from the internal/external Laundry are to be checked thoroughly for
any damages.
Any linen/towels, which can be repaired, are to be forwarded to the internal/external Laundry
for the necessary fixing.
Discarded linen must be issued and recorded to the Executive Housekeeper or the Assistant.
Discarded linen shall be used as dusters or as covers for the carpets being shampooed.
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Housekeeping
Laundry Flow
An organized schedule is to be maintained to ensure a smooth flow of linen in the Housekeeping
Department.
The time scheduled for all floor pantries regarding the receiving and sending of linen is in line
with the workload of the Laundry Department (for internal laundry).
Soiled linen is to be counted and recorded on a requisition form. The linen is to be sent to the
Laundry as soon as possible.
The linen received from the Laundry is to be counted and double-checked against the quantity
displayed on the requisition form. Discrepancies are to be requested as soon as possible to
avoid any loss of linen. Housekeeping Management is responsible for loss and damage of all
linen corresponding with the internal/external laundry.
Constant update flow of pending linen items between the Laundry and Housekeeping is
necessary.
Linen Requistion
A requisition form is mandatory for issuing any linen item in order to record the overall linen
movement. The quantity required can not be over than the quantity used in order to strictly
respect the pre-established PAR stocks.
The following information must be provided using the established description coding system:
Quantity
Size
Color
Floor Linen Room
New linen can only be requested in exchange to the same amount of soiled/to be cleaned
linen.
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Housekeeping
Linen Inventory
A linen inventory must be completed on a monthly basis in order to keep a tight control on the
linen stock, to be aware of the loss and damages of linen and to budget accurately.
All linen items from the entire property must be counted, locations include:
- Room Maids trolley/basket
- Internal/External laundry (linen being cleaned at the laundry)
- Linen in transit, laundry in cars/vans (optionally)
- Linen in all floor pantries/rooms/closets
- Linen in the guest rooms
- Linen in the Housekeeping office and in all storerooms
- Linen from other Departments such as kitchen, service, pool and beach, etc.
- Associate village is to be counted depending on designated Department responsible
- Entire sweep of the perimeter before stock count (this may also include offices)
All obtained figures are to be recorded on the hotel linen inventory standard form.
Linen inventory date is assigned by the FI and HK Department, executed on a suitable day and
time.
Before the actual Inventory event, all bin cards must be updated
Responsible for inventories are designated associates of FI and HK only and the HK
Management/EAM Rooms/RM.
With the start of the physical inventory, no movements are allowed within the places listed as
above.
A standard Hotel/Resort Linen catalogue with visual aid might assist a proper inventory, the
Hotels/Resorts inventory stock taking list is used at all times.
Discrepancies/loss/damages must be explained and recorded.
A yearly operating equipment order based on the monthly inventories and write-offs ensures
the sufficient stock availability throughout the year and property.
Every inventory is reviewed and signed-off by the GM/RM.
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Housekeeping
Objective
This SOP shall ensure a vacant cleaned room is properly inspected and ready for sale, according to
the hotels standard.
Standards
All check-out rooms that have been cleaned must be checked thoroughly by the Assistant or
Executive Housekeeper or Supervisors before being released for sale. The approval is to be
communicated immediately to the Front Office Department with the VCI (vacant cleaned
inspected) status.
All vacant rooms shall be checked every day and those rooms not up to standard are to be
reported, with immediate priority given to rooms pre-blocked for that day.
For VIP rooms, the vacant room procedure is to be applied with an additional last minute check
prior to the VIP arrival by the Housekeeping Management.
Occupied rooms shall also be checked by the Assistant or Executive Housekeeper or Supervisors
after the room cleaning has been performed in order to ensure the strict application of hotel
standards.
Inspection Cycle
Doors
1. Outside and inside, check for any scratches, dirty finger marks, dust, etc.
2. Top of the door panel and corners of doorframes are clean.
3. Door opens and closes without making noises.
4. Electrical switches are clean and in good working condition.
Wardrobe
1. Wardrobe door is clean and dust free, outside and inside.
2. Wardrobe door opens and closes without making noises.
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Housekeeping
Mini Bar
1. Clean mini bar shelves and neatly displayed items.
2. Double check expiration dates of all items.
Luggage Rack
1. Clean luggage rack, no stains or chips.
Furniture
1. Desk, bed side tables and coffee table tops are well dusted, no stains.
2. Armchairs, chairs, upholstered items are well dusted.
3. Mirrors, paintings and frames are dust-free.
Window
1. Window bay, night and day curtains have no dust or stain.
2. Window frames and glass are cleaned.
Floor/Bed
1. Floor is well vacuumed or swept.
2. No dust or stains on the bedspread, correctly placed.
3. Condition of pillows; i.e., cleanliness, firmness, etc.
4. Condition of mattresses and. No trash or accumulated dust under the bed.
Ceiling
1. Ceiling is well cleaned, no spider webs or similar.
2. All light fixtures are cleaned and shining; the air vents are well dusted.
Electrical System
1. Power commands, control panels, light switches, air conditioning, etc. are working.
2. All plugs are working.
3. Light bulbs are working.
4. Telephone/radio/TV/DVD/HiFi device applications are working properly.
5. PC/I-Pods are optionally checked if installed.
Mattress
1. Mattress is turned every three (3) months.
2. All mattresses are tagged on both sides and the month written on the up-facing tag must
correspond to the current month.
3. After the completion of a three-month period, the mattress is dust-cleaned/wiped/beaten and
flipped-over.
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Housekeeping
Objective
This SOP shall ensure that the entire property (besides the areas listed below) is neat, tidy and clean at
all times.
Responsible Areas
The following areas must be covered within the Hotel/Resort:
Offices
Restaurants
Bars
Executive Lounge and floor, guest floors, corridors, walkways, room pantries, bridges, relax areas,
sun decks
Lobby
Beach (if applicable)
Swimming pool (handled by Engineering)
Spa
Gardens, Flower Arrangements (responsibility of Gardeners or where appropriate)
Kids Club, Game Room
Elevators
Shops, Business Centre, Internet Caf
Meeting Facilities/Rooms
Heart of the House
Parking
Security Office/Area
Showers, Toilettes
Associate Housing
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Housekeeping
Offices
Daily
Empty and cleaning of all ashtrays, waste paper baskets.
Dusting of all table desks, chairs, shelves and other furniture, including underneath.
Cleaning of all the telephones by using a clean cloth, sterilized with an appropriate product
Vacuum all floors and carpets.
Cleaning of ceiling, corners, removing of spider webs.
Weekly
Cleaning of mirrors and glass bays/windows with the appropriate material and product once a
week or as soon as any dirtiness occurs.
Monthly
Deep-cleaning of floors, shampooing of sofas and similar.
Public Areas
Floors
Sweeping of floors thoroughly. (Some properties may use automated cleaning equipment).
Pick up any wastepaper and observe any area that may require special care.
Mop the floor by using the appropriate materials and products.
The toilet area floor shall be thoroughly mopped with the appropriate cleaner in order to
thoroughly remove the soil and annihilate all odours and bacteria.
Mop the entire floor surface in a continuous manner.
Always work towards the door to prevent walking on the freshly cleaned area.
Walls
Spot cleaning of walls, partitions and doors with the appropriate cleaner.
Particular attention to areas that have received the greatest abuse.
Sponging-off of tops, partitions and doors with the appropriate cleaner.
Wiping of all ledges and shelves, checking all areas where dust and dirt is likely to accumulate.
Garbage
Emptying of bins, setup of new garbage bags, cleaning of bins where required.
Wiping of surfaces with appropriate cleaner.
Ashtrays
Ashtrays are emptied, cleaned and refilled (if applicable) with sand or similar and stamped with
logo.
Mirror
Wiping and polishing of all mirrors to remove any smudges with appropriate cleaner.
Window
Cleaning of all windows with the appropriate cleaner.
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Housekeeping
Washbasin - Siphons
Cleaning of all pipes, especially those under the sink.
Cleaning and polishing of washbasin/siphons/faucets with the appropriate cleaner.
Polishing of all fittings, refilling of cleaning soap and disinfection liquids, hand towels or paper.
Toilet Bowl
Cleaning of toilet bowls, pissoirs and fixtures.
Keeping drainage clear with an appropriate drain pipe cleaner.
Brushing, twisting and scrubbing of toilet bowl.
Flush and rinse cleaning.
Wiping and drying of toilet bowl and pissoirs.
Shower
Cleaning of shower heads, walls, floor and fixtures with appropriate cleaner.
De-liming of all chrome fixtures.
De-liming or cleaning of al glass windows. (If applicable)
Keeping drainage clear with an appropriate drain pipe cleaner.
Cleaning and refilling of bath gel, shampoo and conditioner dispenser/bottles.
Flush and rinse cleaning.
Wiping and drying of toilet bowl and pissoirs.
Rearranging/Replacing of bath mat.
Toilet Seat
Cleaning of hinges.
Wiping of toilet seat, top and bottom, with the appropriate cleaner.
Rinse-cleaning, drying of seat and cover.
Door
Cleaning of all doors with a damp cloth.
Cleaning of top frame, door handle/knob.
Light
Reporting/exchanging of light bulbs or neon tubes.
Feather-dusting of light bulbs, never use a damp cloth to clean an operating bulb.
Ceilings
Dusting of ceilings with wheel-away or roll-out cleaning equipment for unreachable ceilings.
Furniture
Dusting of furniture, monthly impregnation with appropriate furniture balm/spray.
Meeting Facilities/Rooms
Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor
cleaning machine or shampooing of carpets (if applicable).
Wall, ceiling, light fixtures, artwork, design object, doors, hallways cleaning with appropriate
equipment and cleaner by dry (and wet dusting).
Emptying of garbage bins, ashtrays (outside areas).
Replenishing of flower arrangements as requested by the Department.
Window cleaning with appropriate equipment.
Dusting of electrical appliances such as printers, computers, projectors, screens etc.
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Housekeeping
Guest Floors, corridors, walkways, room pantries, bridges, relax areas, sun decks, reeling, artworks,
design objects
Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine.
Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, artworks, paintings, etc
Never use corrosive cleaning equipment for sensitive surfaces.
Lobby
Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine.
Dusting of reeling, furniture, artworks, paintings, granite marble tops, counters, pillars/poles, sofas,
chairs, cushions, pillows, roll down rain protection (if applicable) and guest areas etc.
Cleaning of glass windows.
Elevators
Mobbing of floors with appropriate equipment.
Wall, ceiling, light fixtures, door and control panel cleaning with appropriate equipment and
cleaner by dry- and wet-dusting.
Window cleaning with appropriate equipment.
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Housekeeping
Associate Housing
Mobbing of floors with appropriate equipment, weekly wet-cleaning (or where appropriate).
Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by
dry- and wet-dusting, monthly.
Emptying of garbage bins and ashtrays, daily.
Replenishing of flower arrangements as requested by the Department.
Window cleaning with appropriate equipment.
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Housekeeping
Objective
This SOP is to ensure, the general understanding and handling of common guest complaints and
requests.
It is the imperative and paramount of improving service, food and the quality of procedures
constantly and efficiently. Our guests will assist us in that by giving recommendations, information and
of course complaints if they feel a negative variance/inconsistency in our quality or standard.
To resolve, improve and receive a negative comment most effectively and efficiently, the person
responsible for causing a problem must face the customer by him/herself. This is the only way where
we can make sure that associates, regardless of positions, have understood and received a customer
complaint as effectively as possible, and as a result customer complaints will decrease.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping
Once you have recognized an angry customer, the two major steps are:
Empathize
Ask questions
Give feedback
Summarize
The first step in dealing with the persons problem is to find out what the person wants you to do. How
do you do that? By asking.
Suggest alternatives
Sometimes you wont be able to do exactly what your customers want you to do. If you cant
explain why you cant and tell them what you can do that is closest to what their asking for.
Suggest alternatives, allow your customer some choice and help them save face and feel that
theyve participated in the outcome.
Share information
Share information about your companys policies and procedures. This will help your customer
understand what you are authorized to do. When you share information with the customer, dont
give them too much. Be brief and tell them only what is relevant to their situation.
If you cant resolve the problem, refer it upwards to the manager or supervisor. Never refer the
customer sideways to someone at your own level. That would only make the customer feel that
they are being shuffled around.
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Housekeeping
Agree on a solution
After discussing the problem and the different alternatives for solving it, you and your customer should
agree on a course of action. Recommending a course of action shows your concern and will help the
customer make a decision.
Follow-up
Follow up allows checking that the solution to your customers problem has worked and that the
customer is in fact satisfied. During the follow up you should try to make the customer feel important.
1. Listen and be open-minded, acknowledge by nodding your head that you listen properly and
receive the message accordingly.
2. Respond with concern. Show them that you care.
3. Decide on actions based on your level of Authority.
If the complaint is out of your area of responsibility call your supervisor or manager for help
4. Take action promptly/immediately. An entertainment might be a good solution at this point,
based on your level of Authority.
5. Follow-up is the customer satisfied and happy?
Is the problem corrected? If yes, job well done, if not return to the customer and find-out why not,
contact you Supervisor or Manager as well.
Collect information
Guests name
Room number
Complaint/request description
Date and Time of request ordered or complaint happened
The complaint is to be accordingly recorded and communicated to the Front Office
immediately.
A feedback/verification call shall be systematically made.
Requests
The Room Attendant shall politely reply to the guest by giving the correct information and acting
accordingly after having carefully listened to the guests request.
If the Room Attendant is not 100% sure about the way to act, the Room Attendant shall seek for
the most suitable person to help him/her.
The request is to be accordingly recorded and communicated to the Front Office immediately.
A feedback/verification call shall be systematically made.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 3
Housekeeping
Telephone Handling
Objective
This SOP shall ensure all telephone conversations are according to hotel standard.
Procedure
Housekeeping specific
Repeat all the request(s)/statement(s) etc, record time, room number/department and detail of
request/statement in the log book.
Convey guest request by phone to Room Attendant/Supervisor etc, to deliver supplies to the
guest room immediately.
For sensitive cases etc, forward the caller to the Executive Housekeeper.
Record and log, action by and time.
Review daily log book and follow-up on any discrepancies.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Guest in Residence
Name 1 Name 2 Name 3 Name 4 Name 5 Name 6
ROOM ROOM ROOM ROOM ROOM ROOM REMARKS
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Room Status Check Form
DATE Supervisor
Morning Shift Name Afternoon Shift Name
Room Maid Room No. Status Time Status Time Remark
102 K Villa
103 K Villa
104 K Villa
105 K Villa
106 K Villa
107 K Villa
108 K Villa
109 K Villa
110 K Villa
111 K Villa
202 KDXL
203 KDXL
204 KDXL
205 KDXL
206 KDXL
207 KDXL
301 TSUP
302 TSUP
303 TSUP
304 TSUP
305 TSUP
402 KSUP
403 KSUP
404 KSUP
405 KSUP
406 KSUP
407 KSUP
501 TSUP
502 TSUP
503 TSUP
504 TSUP
505 TSUP
Executive Housekeeper:
Date:
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QTY of Setup Price
Description
1 Cognac 700
1 Gin 500
1 Vodka 500
1 Whiskey 2 500
1 Local Whiskey 250
1 Sparkling Water 120
2 Still Water 120
1 Beer 1 100
1 Mosquito Repellent 100
1 Condoms 100
1 Beer 2 90
1 Fruit Juice 90
1 Limonade 1 70
1 Limonade 2 70
1 Limonade 3 70
2 Tonic 70
2 Soda 70
1 Juice 2 70
1 lce Tea 70
1 Chips 70
2 Green Tea 50
1 Canhew Nuts 50
1 Chocolate Bar 1 50
1 Chocolate Bar 2 50
1 Smints 50
1 Aspirin 30
2 DHR Water (FOC)
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Housekeeping
Sample:
Description of Item(s):
1. _______________________________________________________________
2. _______________________________________________________________
3. _______________________________________________________________
4. _______________________________________________________________
5. _______________________________________________________________
Guest Housekeeping/
Signature: ________________ Security: ________________
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Housekeeping
Date
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Pbl. Pbl. Pbl. Pbl. Pbl. Pbl. Pbl.
Time Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Remarks
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
19:00
20:00
21:00
22:00
23:00
0:00
Executive Housekeeper:
Date:
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Unit
Price
Bill No:
Amount
Room No
Date:
Hennessy V.S.O.P
Vodka Smimoff
Red Lable
Mekhong whisky
Perrier Sparkling
Evian
Heineken Beer
Mosquito Repellent
Condome
700 500 500 500 250 120 120 100 100 100
Singha Beer
90
Kiwi Juice
90
Pepsi
70
Pepsi Max
70
7Up
70
Tonic
70
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Soda
70
Orange juice
70
Lipton lce Tea Lemon
70
Chips (Lays)
70
Green Tea
50
Cashew Nuts
50
Name:
Snicker
50
Kit Kat
50
Smints
50
Aspirin
30
Water free
Total
Tax
Amount
Room STATUS TIME Status Time Duvet Duvet Bed Sheet Bed Sheet Pillow Pillow Bath Hand Face Hand Face Bath Bath Slippers Bed Runner Bed Runner Water Remark
No Morning Shift IN OUT Afternoon Shift IN OUT DLB TWN DLB TWN CASE CASE TOWEL TOWEL TOWEL TOWEL TOWEL MAT ROBE DLB TWN
Reported by:
Date
Room No: Signature:
Guest Name:
LAUNDRY
Laundry Hotel Laundry Hotel
Count Count Description Cost Price THB Total Count Count Description Cost Price THB Total
Handkerchief 3 Handkerchief 3
Underpants 3 Panties/Slip 3
Undershirt 6 Brassiere 3
Socks (Pair) 3 Blouse 6
T-Shirt 6 Skirt 6
Sport Shirt 6 Dress 6
Long-Sleeve Shirt 6 Slacks 6
Jacket (Cotton) 6 Night Grown 6
Suit 6 Swim Suit 6
Sport Suit 6 Shoe 6
Trousers 6 Hat 6
Pyjama 6 Towel 6
Swimming Trunk 6
PRESSING
Laundry Hotel Laundry Hotel
Count Count Description Cost Price THB Total Count Count Description Cost Price THB Total
Suit ( 2 Pcs ) 4 Suit (2 Pcs) 4
Jacket 4 Dress 4
Trouser 4 Blouse 4
T- shirt 4 Jacket 4
Shirt 4 Skirt 4
Tie 4 Slacks 4
Suit 4 Evening Dress 4
Sport suit 4
Short 4
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Date: Supervisor:
OD = OCCUPIED DIRTY VCI = VACANT CLEANED INSPECTED CO = CHECK OUT ODD = DUE OUT or DEPARTURE
OC = OCCUPIED CLEAN DU = DAY USE DND = DO NOT DISTURB CIT = CHECK IN TODAY
VD = VACANT DIRTY SO = SLEEP OUT OOO = OUT OF ORDER
VC = VACANT CLEAN OOS = OUT OF SERVICE EB = EXTRA BED
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Housekeeping
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1