Babysitting SOP Summary

SOP - Housekeeping – Babysitting Service
SOP Number: HK - 30
Department: Housekeeping – General
Date Issued: 26-Jul-2014
Time to Train: 30 Minutes
Purpose: As per the management policy the Hotel should arrange the baby sitter
who has license or any hotel staff who had been trained in child care service to
provide such service to the guest.
This SOP shall ensure that babysitting service is available and all relevant details
are informed to the customer.
Procedure:
When a request for babysitting service is received from the guest the
Housekeeping staff should note down below details on the ‘Babysitting Request
Form’:
 Room number
 Guest Name
 Duration of babysitting service
 How many babies/children to be taken care.
 The child’s/children name and age.
 Confirm the charges to the guest.
 Child’s like and dislikes
 Emergency contact number from the guest.
 If the baby sitting service to be arrange from outside then liaise with the
service provider (outsource company) to confirm the charges and booking.
 Explain the charges to the guest and confirm how the charges will be made.
The guest can pay cash to the baby sitter directly or charge it to the room
account through pay out cash voucher right after the service.
 Reconfirm the booking with the service provider (outsource company) once
again.
 Prepare the baby-sitter disclaimer letter for the guest and Executive
Housekeeper’s approval.
 Babysitter should arrive 15 minutes prior the booking time, and escorted by
the HK supervisor / Duty Manager to the guest room.
 Introduce the baby-sitter to the guest.
 Return the baby-sitter disclaimer letter with guest’s signature to the
Housekeeping office.
Babysitter should take care of the below:
 Should not allow the baby/child to play with electrical appliance, water taps,
matches, guest belonging except toys.
 Should not carry the baby outside the guest room unless emergency.
 Should report to the Housekeeping Manager or Duty Manager in case of
injury or illness to the baby.
Training Summary questions:
Q1. What is the purpose of babysitting service?
Q2. What all details to be noted down on babysitting form?
Q3. Why it is required to explain the charges to the guest?
Q4. Who should escort the baby sitter to the guest room?
Q5. What are the do’s and don’ts while babysitting?
SOP – Housekeeping – Bed Making
SOP Number: HK - 05 ( SOP serial number and department code )
Department: Housekeeping – Guest Room
Date Issued: DATE THE DOCUMENT WAS CREATED
Preparing for Bed Making:
 Remove soiled bed linen from the bed.
 Look at the mattress pad / mattress protector to see if it is stained, torn or
damaged. If it is not straighten it and make sure the mattress and box
spring are even.
 Always adjust the mattress with your leg and not with your back to avoid
any injuries.
 If the mattress pad is stained then remove it.
 Get a clean mattress pad and place it on the mattress:
 Lay the fresh pad on the bed.
 Unfold the pad right-side up and spread it evenly over the centre of the
bed.
 Smooth out any wrinkles.
 Mattress pads / mattress protector comes in different size, be sure to use
the correct size.
 Make sure you have the correct size sheets.
 Do not use a stained or torn sheet. Place them immediately in your solid
linen bag.
 Take three fresh sheets and 04 pillow cover / slips as per the bed size.
Making the bed:
 Pull the bed a little away from the headboard.
 Spread the 1st bed sheet and tuck the bottom side of the bed except for
the four corners.
 Take the loose end of the sheet, about a foot from the corner at the head
of the bed and pull it straight out, foaming a flap. Pull up the flap so it is
flat.
 Tuck in the free part of the corner.
 Pull the flap out toward you and down over the side of the bed. Tuck the
flap in.
 Move to the corner at the foot of the bed on the same side of the bed and
repeat the procedure.
 Spread the second sheet the wrong side up, from the edge of mattress.
 Put Quilt 6” lower than the 2nd sheet.
 Spread the third sheet over the quilt.
 Fold the second sheet above the quilt and the third sheet and make a fold
approximately 6” to 8”.
 Tightly tuck the sheets under the mattress.
 Go towards the foot of the bed and tightly tuck the second sheet, quilt and
third sheet together.
 Maitre the corners.
 Inset the pillows into the new pillowcase and tuck in the loose ends.
 Repeat this process for the other pillows.
 Place the pillow on the bed with the tucked edges facing the centre and the
tucked flaps on the other side of the pillows.
 Position the bedspread on the bed with equal amounts hanging over both
sides and the foot of the bed.
 Report to the supervisor if you notice stains or tears in the bedspread.
 Smooth the bedspread over the pillows to the head of the bed.
 Tuck the remaining of the bedspread under the front edge of the pillows.
 Smooth the surface of the bed.
 Check the bedspread for evenness on both sides.
 Push back bed towards the side of headboard in the exact position.
 All the four corners of the bed is mitered properly. Bed linen is stain free
and properly pressed. Bed has to be firm.
 Distance of the pillow from Headboard to the fold of the bed is
approximately 20”.
Q1. What all to be looked for while removing the bed linen?
Q2. Why should the mattress be adjusted with the leg?
Q3. What to be done if you find a torn of soiled bed spread / bed cover?
Q4. What should be the distance of the pillow from headboard to the bed fold?
Q5. How to position the bed spread / bed cover on the bed?
SOP – Housekeeping – Cleaning Bathroom tiles
and Mirror
Cleaning tiles:
 Apply diluted cleaning solution on to the scrubber and scrub top to bottom
ensuring dirt/hair are removed from the tiles.
 Clean small area of the tile and grout and then dry with a sponge.
 Wet sponge with hot water and remove detergent.
 Tiles have to be cleaned daily with diluted Cleaning solution.
 They have to wipe dry, leaving no body fats or streaks on the tiles.
 Recheck all tiles to ensure no dirty streaks are left on the tiles.
 Care has to be taken around toilet and bathtub to make sure all tiles are dry.
 Wipe all surfaces with a dry cloth.
Cleaning mirrors:
 Use a damp sponge with water only to wipe the mirror.
 Glass cleaner is not recommended for cleaning mirrors because it may leave
streaks.
 Dry and polish the mirror with a dry cloth.
 Wipe entire area of glass.
 Check for smudges and re-wipe.
 From a distance check the mirror for stains and marks and leave the mirror
spotlessly clean.
 All glass surfaces have to be clean and shiny.
Cleaning of drain:
 Spray small amount of cleaning solution on the drain cores.
 Scrub with Scrubber on top and below of drain cores.
 Wash with clean water.
 Mop the drain cover and remove any ace of water from the drain cores or
holes.
 Drain holes not to have signs of dirt building or moping. They are to be left
smelling fresh.
Q1. Why tiles to be scrubbed from top to bottom?
Q2. What is the frequency of cleaning tiles?
Q3. What to be used to wipe the mirror?
Q4. What to be done if there are smudges on the mirror?
Q5. How to clean the bathroom drains?
SOP – Housekeeping – Cleaning Shower
curtain and Bathtub
Shower curtain Cleaning:
 Dip the shower curtain in Luke warm water and few drops of diluted cleaning
solution.
 Soak the shower curtain for 1/2 an hour.
 Scrub the curtain nicely from the lower part of the curtain.
 Scrub off soap buildup with a brush.
 Push the shower curtain liner against the wall.
 Wipe the edges and across the bottom of the liner.
 Wash gently with lots of water.
 Spread on discarded sheet in the pantry.
 Spread shower curtain on top of the sheet.
 Wipe it thoroughly.
 Shower curtain has to wipe with discard towel on daily basis.
 Make sure the shower curtain is dry and free of stains.
 Washing of shower curtain has to be done once in every fortnight.
 Hang back the shower curtain in the bathroom.
 Arrange the shower curtain and liner.
Cleaning Bathtub:
 Scrub the tub and skid strips / bath mats.
 Fill about one inch of water into the bathtub.
 Add the cleaning solution and scrub the strips as necessary with the
scrubber.
 If necessary step inside the tub for through cleaning.
 Make sure that the strips are white after cleaning.
 Drain the water.
 Spray the all purpose cleaner on the bathtub and wipe it with a clean cloth.
 Look for any hairs and soap remains.
 Polish all chrome fixtures with a dry cloth.
Q1. Why it is required to dip the shower curtain in Luke warm water with cleaning
solution?
Q2. What is the frequency of washing shower curtain?
Q3. How to polish chrome bathroom fixtures?
Q4. What should be the color of the strips after cleaning?
Q5. What to be looked for on bathtub after cleaning?
SOP – Housekeeping – Cleaning Sink and
Vanity area
Materials Required for cleaning:
 A Clean washcloth or hand towel, a sponge, cleaning cloths, a stiff brush
and cleaning supplies.
 Make space for cleaning.
 Move guest toiletries when necessary.
 Place a clean wash cloth or hand towel on that spot and keep the guest
toiletries on it.
 Move the guest toiletries with the washcloth or towel.
 Wipe the light fixture, towel racks, and other bathroom fixtures.
 Neatly arrange them once the cleaning is completed.
 Wash the ashtrays, wastebasket and washbasin:
 Spray a little diluted LOC in the washbasin.
 Scrub inside the washbasin and the tap fixtures with nylon scrubber.
 Scrub the vanity counter and the side shelves with diluted solution of LOC.
 Wash with generous amount of water.
 Wash the ashtrays and wastebasket with your sponge, rinse them out in the
sink and dry them with a clean cloth.
 Set the clean ashtrays aside in the wastebasket.
 Rinse your sponge and cleaning clothes as needed.
 Remove the sink stopper.
Clean surface area:
 Spray cleaning solutions on the sink, stopper, overflow and main sink drains,
fixtures and vanity.
 Use a stiff brush to clean overflow holes in the sink as dirt often collects in
sink overflow drains.
 Using a sponge wipe all the surfaces.
 Polish with a dry cloth to prevent water spots.
 Wipe dry with towel discard the entire vanity counter, side shelves and inside
the washbasin.
 No watermarks on the chrome features or the counter.
 Dust below the vanity counter, wooden shelves and inside the vanity counter
cupboard, which conceals the bottle trap and the plumbing fixtures.
 Sweep and mop below the vanity counter. Vanity counter has to be
spotlessly clean with no spots or marks.
Cleaning chrome (Taps and fixtures):
 All chrome in the bathroom are wiped with a damp cloth, and then polished
with a dry rag.
 All chrome items are free of watermarks, smears, to make them shiny.
These include the polished taps, showerhead, soap holder, toilet paper
holder, and towel rack and towel rod.
 All chrome fixtures are cleaned and polished dry showing no smears, dirty
marks or fingerprints.
Q1. What are the materials required for cleaning guest room vanity area?
Q2. How to move guest toiletries?
Q3. Tips for washing ash trays and washbasins?
Q4. How to remove water spots?
Q5. Tips for cleaning chrome fixtures?
SOP – Housekeeping – Control Desk Activities
House Keeping Control Desk:
 The Housekeeping control desk is the nerve centre of the Housekeeping
Department.
 It is the one point contact for all Housekeeping activities which also controls,
co-ordinates and keeps a constant link among the various activities taking
place at different locations by Housekeeping staff. And also people
associated with Housekeeping within the Hotel premises.
 Coordinates with the Front office for room status. updation and sorting out
room discrepancy issues.
 Coordinates with the maintenance department regarding guest room
maintenance issues.
Registers / reports maintained in Housekeeping control desk:
Departure register:
To keep track of change of status of guest rooms from Dirty to Clean for re-
selling. It also acts as a control book for Mini bar consumption checking in check
out rooms.
Expected Arrival Register:
Keep track of arrival of pre-registered guests as regards profile/VIP status, timing,
pax, any special request.
Room Status Report:
Shows the list of all room in the hotel with their current room status, ( Eg: Dirt
Vacant, Vacant Clean, Dirty Clean, OOO – Out of order, OOS – Out of service etc.
)
Guest call Register:
To note down any relevant messages pertaining to guest rooms and adjoining
areas.
E.g. Maintenance, requests, special instructions etc. It helps in keeping a track of
the completion of the activity and the duration of the same.
Note: Download sample call register tracking sheet.
Mini bar and Laundry Posting Reports:
Shows the list of postings / sales under the revenue head Laundry, Mini Bar, Dry
Cleaning Etc.
Control desk checklist:
To keep track of all keys, key cards, “I need it now” cupboard items etc during
changeover of shifts.
Missing item Register:
Any item placed in guest rooms [other than consumable items] found missing in a
departure room is recorded in this Register after duly informing the Lobby Manager
on duty.
Breakage Register:
Any breakable item found damaged/broken or that opts damaged/ broken while
handling is duly recorded in this Register.
Lost and Found Register:
Any personal item/article of guest found anywhere in the Hotel premises is
recorded in this Register with the relevant details.
Q1. What is the role of a control desk in housekeeping department?
Q2. What are the types of reports used in HK control desk?
Q3. What are the types of registers maintained in HK control desk?
Q4. What all information does a room status report provide?
Q5. Whom to be reported in case any missing items in guest rooms?
SOP – Corridor Cleaning and Minibar / Mini
fridge Cleaning
Date Issued: DATE THE DOCUMENT WAS CREATED.
Floor Corridor cleaning:
 Floor corridor must be cleaned at least once a day based on guest traffic
and occupancy.
 Sweep the corridor from corner to corner with feather brush.
 Dust the fittings and skirting with a duster.
 Mop the floor with long handle mop.
 Clean the corridor in parts.
 Corridors with carpet have to be vacuumed.
 Corners and edges of the carpet are cleaned with the nozzle of the
vacuum cleaner.
 Carpet shampooing should be scheduled only during off season or low
occupancy.
 Dust the light fittings, artwork frame and glass with feather brush and
duster.
 Any burned-out light bulbs should be replaced.
 Air supply vents and sprinklers should be also dusted and checked for
proper functioning.
 If any fingerprints or smudges found on the corridor wall then the same to
cleaned immediately.
 Fortnightly clean all shaft niches, sculpture and silk fabric.
 As a final step the room attendant should also clean the front and back of
the emergency exit door.
 All corridors have to be spotlessly clean at all times.
Mini Fridge / Mini Bar Cleaning and defrosting:
 The Mini bar should be always clean and smells free at all the time.
 Remove all the bottles and Min bar amenities.
 Switches on the defrost switch.
 Place discard or towel inside the fridge, so that the water does not drip.
 Wipe the fridge dry and clear off water stains.
 Switch on the fridge.
 Replenish all the supplies / amenities.
Q1. What is the best time to clean guest corridor?
Q2. How to clean the corners and edges of the carpet?
Q3. What action to be taken in case you find any burn et-out bulbs on fixtures?
Q4. What is the final step while cleaning the corridor?
Q5. Steps for cleaning Mini Bar / Mini Fridge.
SOP – Housekeeping – Departmental Policy
setup
Department orientation:
 On the first day all new staff is introduced to all the Executive/ Supervisors
of Housekeeping.
 They are shown the Housekeeping office, laundry and uniform/linen room.
 They are shown all other administrative offices and public areas.
 They are shown some of the rooms, pointing out fire exits, pantries, and
location of fire alarms and location of service lifts.
 All staff on their first day in Housekeeping is given a brief tour of the areas
that comes under Housekeeping.
Shift Briefing:
 At the commencement of the shift, Executive/ Supervisor on duty to take the
briefing.
 Information regarding new happening, group arrivals or departure, VIP’s in
house etc. included in the briefing.
 Guest comments cards (GSTS) and all other important departmental
information to be conveyed.
 Information about guest birthday and anniversary.
 Housekeeping Executive or Supervisor carries out the briefing at the
commencement of the shift.
 The briefing should take maximum of 10 to 15 Mints.
Staff Hotel access:
 Staffs are not permitted on premises more than 1/2 hour before shift starts.
 Staffs are not permitted in premises more than 1/2 hour after duty ends
unless working in the department.
 Staffs are not permitted in premises on off days.
 No visitors of staff are allowed inside the premises unless permitted by the
management.
 Staffs adhere to hotel rules regarding time of admittance on premises.
Grooming & Hygiene of staff:
 All employees have to present themselves in a neat and tidy manner
constant with the physical environment they work in.
 All employees should wearing company uniform on duty.
 Shower daily.
 Brush your teeth regularly
 Keep hair free of lice, dandruff.
 Do not chew gum, tobacco
 Wash hands regularly
 Gargle after smoking and have a breath freshener.
Marking of attendance and duty:
 At the commencement of every shift, the Housekeeping Executive/
supervisor marks the attendance of all staff.
 Staffs are allocated different areas according to the duty roster.
 Duties and Attendance of all Housekeeping staff is marked at the
commencement of each shift by Housekeeping Executives/supervisors at
the control Desk.
 There should be only supervisor for a staff.
Q1. What all to be shown and briefed on the first day of a new employee?
Q2. HK staffs are not permitted how many hours before duty?
Q3. Who is responsible for the allocation of duty roster and staff?
Q4. What to be done after smoking?
Q5. What all points to be discussed while conducting the staff briefing?
SOP – Housekeeping – Dusting Guest Rooms
Dusting doors and windows:
 From your caddy basket take a duster.
 Fold duster into four folds.
 Sprinkle with dusting solution and dust inside and outside of each door,
frame and wooden window frames.
 For areas which cannot be reached use a feather duster and remove the
dust and cobwebs.
Dusting mirrors and fixtures:
 If mirrors are having wooden panels then dust them.
 Wipe the mirrors with a damp cloth / sponge.
 Wipe them again with a clean dry cloth from top to bottom
 Dust the picture frames with the dusting cloth and Wipe them again with a
cloth sprayed with surface cleaner to give a polished finish.
Dusting dressing table and night stands:
 Wipe the side, front, edges and top using dusting cloth.
 Open the drawer and wipe inside in case of departure room.
 Polish all surfaces using a cloth sprayed with surface cleaner solution.
Wipe and disinfect the telephone:
 Pick up the receiver and listen for the dial tone.
 Report any issues found on the telephone to the engineering department.
 Spray disinfectant on the wiping cloth and wipe the mouthpiece and
earphone.
 Repeat the same steps on other room and bathroom telephones.
Dusting furniture’s:
 Remove any items on the table.
 Wipe the table surface with a wiping cloth sprayed with surface cleaner.
 Start cleaning from the top and work towards the base and legs of the table.
 Dust and wipe all chairs.
 Dust all lamp shades and other fittings.
Dusting LCD TV, I-Pod dock and Alarm clock:
 Turn off the TV, as it is easier to spot the dirt on the black surface.
 For cleaning the LCD screen use, use a soft, clean, lint free, dry cloth or a
microfiber.
 Never use Never use cleaning fluids, wax, or chemicals to clean the LCD
screen.
 Wipe the frames of the TV with the same cloth.
 Use a microfiber cloth to clean other electronic gadgets in the room.
General dusting Tips:
 Wipe gently removing dusts and fingerprints.
 High dusting that cannot be reached with cloth is with a feather brush.
 Dusting is done with A/c on and main door open for aeration of room.
 All areas are dusted with duster or feather brush whatever appropriate.
Q1. How to fold the duster cloth?
Q2. How to wipe the mirrors?
Q3. Steps for disinfecting and dusting telephones?
Q4. While dusting the room should the A/C to be turned ON or OFF?
Q5. How to wipe LCD TV screens?
SOP – Housekeeping - Entering rooms and
greeting guests
Department: Housekeeping – Guest Room Maintaining
Entering guestrooms:
 Houseman knocks the guestroom door thrice.
 Announce. “Housekeeping”
 Wait for two minutes.
 Open the door.
 Announce yourself and enter the room.
Greeting of guest:
 On seeing a guest, the staffs are greeting the guest depending on the time
of the day along with a smile.
 Use th guest name when known.
Staffs have to greet the guest with a smile depending on the time of the day:
00.00 – 11.59 - “Good morning”
12.00 – 17.59 - “Good afternoon”
18.00 – 23.59 - “Good evening”
Answering guest queries:
 Find out the exact details required, by listening carefully and noting it down.
 Ask appropriate questions about requirements.
 Confirm all the details back to the guest at the time of enquiry to ensure
correct information.
 Give the required information. If it is a matter which will take time, tell the
guest-specified time in which you are able to get back to him.
 All guest queries have to be listened to attentively and dealt immediately in
a smiling, courteous manner.
 Staffs have to take personal responsibility for the guest queries and get back
to the guest within the specified time.
Q1. How to Enter guest room?
Q2. After knocking the door how long should you wait?
Q3. How to greet the guest?
Q4. How to find out the guest requirements?
Q5. What has to be done if there is a delay in the requested service?
SOP – Housekeeping – Extra bed and sofa bed
making
Make extra beds / Rollaway beds:
 Only Sheets and blankets are used for making the extra bed.
 Refer the room boy allocation sheet to find out which the list room numbers
where the extra bed to be placed.
 The procedure for making an extra bed is similar to that of standard bed
making.
 Place the blanket and tuck it and the top sheets tightly at the foot and then
on both sides of the bed.
 Bed sheets may be larger than the extra bed mattress and may require
special care when tucking on all sides to give a smooth appearance.
 Place the pillows neatly on the bed and check the overall appearance of the
bed.
Sofa / Wall Bed:
 Check the room allocation sheet to find out if a wall bed to be set up.
 Be careful to avoid injury when opening sofa beds/wall beds.

 Check the room allocation sheet to find out if a wall bed to be set up.
 A wall bed folds up into the wall and looks like a bookshelf when folded.
 If a guest plans to use the room during the daytime then remove the pillows
from the sofa-bed and then fold it into a sofa.
 Place the pillows on the closet shelf or on the drawer below the luggage
rack.
Q1. What are all supplies used to make an extra bed?
Q2. How to identify the list of rooms who had requested for Rollaway / Extra
bed?
Q3. What can be done when the bed sheet size is larger than the extra bed?
Q4. Why one has to be careful while opening sofa beds/wall beds?
Q5. What has to be done if the guest plans to use the room during daytime?
SOP – Housekeeping – Floor pantry
maintaining and cleaning
 Each housekeeping floor / sections will have a floor pantry to keep the par
supply of linen, cleaning supplies, guest stationeries and amenities.
 The floor pantry should always have the linen required for that floor in
circulation.
 Normally the floor pantry should be ideally located near the service
elevator.
 Should have locked shelves to store linen and supplies
 The Room boy / attendant have to clean the pantry while beginning the
shift and while ending the shift.
 Pantry has to be neat and tidy always.
 All the racks on the shelves have to set with linen.
 The floor is swept thoroughly with Domex / Floor Cleaner / Bleach.
 Dust all the racks and pipes on a daily basis.
 Sweeping and mopping of pantry is done once in the morning after
removing the trolleys, and once at the end of the shift.
 The pantry has to be scrubbed with teepol solution once in a week.
 The dustbin has to be emptied, washed and dried on a daily basis.
 Water cooler area is scrubbed daily and kept dry and clean.
 Washbasin is scrubbed and cleaned daily.
 Floor supervisors should check the floor pantry for cleanliness on a daily
basis.
Q1. What is the importance of housekeeping floor pantry?
Q2. What all items are stored in the floor pantry?
Q3. Name the chemical agent used to mop the floor of pantry?
Q4. What is the frequency of scrubbing of floor pantry?
Q5. Who should monitor the cleanliness of the floor pantry?
SOP – Housekeeping – Handling Guest Room
Found Open
Department: Housekeeping – Guest Rooms
Date Issued: 08-Aug-2019
The purpose of this policy is to protect the hotel’s interest by preventing the
unpredictable case happens under the situation when the guest room main door
is found open no guest is inside.
The responsibility of handling such important issues is not only laid with the
Executive Housekeeper but also with the Resident Manager and Security Manager
and other HOD as per the management policy.
Standard procedures to follow when an occupied guest room is found open:
 Housekeeping staff should inform the EHK or Manager on Duty (MOD)
immediately once the guestroom door is found open while nobody inside.
 The room should be isolated and nobody should enter into the room nor
touch any item inside.
 EHK, MOD, Security Supervisor and the Floor Supervisor should proceed to
the spot and inspect the room together then retrieve the lockset/key card
log/event and look to see if there is anything unusual.
 The room should be double locked afterworlds. Front Desk and Room
Attendance should be advised to inform the Manager On Duty (MOD) when
the guest comes back.
 The duty Manager should proceed to the room together with the duty
Security Supervisor when acknowledging that the guest is back.
 The Manager should release the double lock for the guest and careful
explanation should be extended, by saying: "Mr. [Guest Name], your room
was found left open while you were out, we locked it for you immediately
after noticing it. Please check and let us know if everything is alright inside."
 Arrange a room attendant to clean up the room if agreed by the guest.
 For any loss claiming is made by the guest then the same need to be
handled as per the hotels SOP for "Lost and Found".
 During the night patrol, the door which is found left open should be closed
by Night Manager/MOD and Security Supervisor.
 A "Door Found Open" slip should be placed into the guest's room to advise
of the situation.
 Such type of incident needs to be recorded without fail in the 'Incident
Report'.

Q1. Who is responsible to take action if a guest room door is found open?
Q2. What needs to be done after releasing the double lock to the guest?
Q3. If such incidents happen during night patrol/rounds who all are in charge to
take action?
SOP – Housekeeping – Inspecting VIP and VVIP
Guest Rooms
The purpose of this standard operating procedure is to understand how to inspect
a guest room which is made ready for any VIP, VVIP or celebrity arrival or check-
in. The responsibility of inspecting rooms for such important guest arrivals not only
lay with the Executive Housekeeper but also with other HOD's or the General
manager himself can inspect the room prepared for the VIP guests.
Below are few points to note while inspecting clean and blocked rooms for
VIP/VVIP.
 The final room inspection should be done by either Executive Housekeeper,
HOD or the General Manager.
 All VIP rooms are should be checked personally by any of the above-
mentioned Head of the departments.
 The guest room is opened and looked over to gauge how it will be seen by
the VIP guest when he /she enters the room.
 A more thorough checking is done with the use of housekeeping room
inspection checklist.
 All neglected cleaning areas should be checked using the neglected
cleaning area checklist.
 Along with the items and surfaces mentioned in the checklist, bedspread,
lamp shade and pictures on the wall are checked for through cleanliness.
 The room should smell fresh, with no bad odours or dampness.
 White-ragging is carried out on random surfaces-this means checking the
cleanliness of an area by wiping a white rag across it to see the degree of
soiling.
 Check all VIP and VVIP amenities and make sure nothing is missing as
per the hotels standard.
 Check the guest preferences or feedbacks from the last visit (if any) then
make sure those are arranged for.
 Check if the complimentary wine bottle, flower basket, fruits basket etc. is
placed and in order (as per the hotel's policy).
 The toilet bowls should also be checked by running a damp cotton swab
under the rim.
 Check for any wrinkles of stain mark on all the linens used.
 Check the functioning of all electronic types of equipment like TV,
Telephone, Ipad dock, home theatre etc.
 Check the functioning of the HVAC (Heating Ventilating and Air
Conditioning) systems.
 Finally, the executive housekeeper should also do a final check on VIP
rooms before releasing the room to the front desk for check-in.
Q1. Who is responsible for inspecting the VIP rooms?
Q2. Which all checklists are used while inspecting the VVIP rooms?
Q3. How to check the toilet bowls?
SOP – Housekeeping – Key control procedures
Housekeeping staffs should have a good knowledge about the types of keys and
locks used in the hotel
Issuing floor keys to room maids:
 Issue the floor key to room maids only after getting the signature on the key
register.
 Room maids should never give the floor key to any guest or other hotel
staffs.
Collect keys at the end of each shift:
 When room attendants return the room key ask them to sign on the key
control register.
 Return the keys to the security department and get signature from the
security staff who is taking over the keys.
Handle grand master keys and section master keys:
 Only people authorized to check out grand master and section master keys
should handle them.
 If un authorized staff wants to handle these keys for any special cases, then
a proper approval must be taken from either Asst. Housekeeping manager
or Executive Housekeeper.
 Do a follow up with the staff who was taken these keys if the same is not
returned in stipulated time. If you find anything suspicious then report the
same to the managers.
Control Emergency Key:
 Emergency key should be stored in a key locker with a breakaway seal.
 Only in case of emergency the seal shall be broken to take the key.
 Open the sealed envelope and take the necessary key from it.
 Give the emergency key to the appropriate personnel.
 Whenever the emergency key is taken the same shall be mentioned on the
housekeeping log and also on the key register with the detail explanation of
the incident.
 Return the key to the emergency locker.
Handle Lost keys:
 In case any keys are lost then inform the HK executive / supervisors
immediately.
 Record the same on the lost key register.
 Mention the a detail note on the lost key register with Date, Room attendant’s
name, reason for the loss if any, remarks.
 After receiving approval from executive housekeeper prepare a new set of
the lost key (Electronic keys) for metal keys give new requisition to
maintenance.
Take regular key inventory:
 Perform floor key inventory every one to two weeks.
 If any keys are missing and follow the steps under ‘Handle lost keys’.
Q1. Why it is importance for the housekeeping staff to have a good knowledge
about types of keys and locks?
Q2. What is the process for issuing floor keys for room maids / room boys?
Q3. How to control emergency keys?
Q4. Who to be reported immediately in case of a lost key?
Q5. What should be a ideal frequency for key inventory?
SOP – Housekeeping – Lost and Found
procedures
 An item left behind by guest either in the room or in public area identified
by any staff and brought under the notice of Housekeeping is termed as
“Lost and Found” item.
 There should be one dedicated location to receive lost and found items
whether it is found in guestrooms, meeting rooms, public area or
restaurants.
 The lost items must be secured in a locked closet or area that has highly
restricted access.
 Employees are instructed to bring items to lost and found area, with
valuables receiving immediate attention.
 All items received to be recorded in a lost and found register.
 All items regardless whether it is valuable, non valuable items and
perishable items must be recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the
register, place found, date, name of the person found the item etc.
 Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be
stored in a locker.
 If the Property management system has Auto trace functionality then put a
trace on the guest profile stating the there is a lost item held with the
housekeeping department.
 Send Email to the guest to notify the guest about the lost item ( as per the
hotel policy )
 When guest calls up the hotel to ask about the lost item, only the person
who maintains the lost and found register should revert to the call.
 Once the item is sent to the guest / collected by the guest authorized
person an appropriate entry to be made on the system.
Sample lost and found register:
The lost and found items are classified as follows:
1. Valuable items.
2. No valuable items.
3. Perishable items.
Valuable items :
 One separate Register is maintained for Valuable lost and found items and
the items are kept in a safe Deposit Locker.
 Valuable items are kept for a period of six months ( as per the hotel policy),
 If there is no response from the guest, auction to be conducted.
Non valuable items:

These category items are kept for three months in safe custody after making
necessary entries.
If there is no response from the looser till the time, these items are to be
disposed off. Eg: To be distributed to the finder.
Perishable items:
 Perishable nature lost and found items are kept for three days.
 In case of any quarry and need to keep further is to be done accordingly.

Q1. Explain the term 'Lost and found'?
Q2. What is the process for valuable objects?
Q3. Where should the valuable items kept?
Q4. Why it is important to record all items on the lost and found register?
Q5. What is the procedure for non valuable items?
SOP – Housekeeping – Packing for Out of Order
rooms
In some cases a guest room has to be taken out from inventory due to various
maintenance works.
Below are few reasons when the room is taken under Out of Order ( OOO ):
 A/C leakage
 Bathroom leak
 Ceiling leak
 Carpet replace
 Window Glass broken
 Repainting
 False ceiling repair
 Room Ceiling Fungus appearing
 Blockage / Leakage in bathroom etc.
 The housekeeping department is responsible to pack the guest for the
maintenance team to start their work.
Packing help to protect and prevent other areas in the rooms from damage due to
dust, moisture, paint etc.
Depending upon each kind of maintenance activity the room boy should pack the
room.
Below items are packed in most of the cases:
 All the furniture
 Guest supplies
 Accessories
 I pad-dock
 TV
 Home Theatre / surround systems.
 In Room Lightning and Temperature control systems.
 Drapery
 Linen
 All fittings & fixtures and heavy items like bed to be covered.
 Carpet to be either rolled or covered with plastic or discard sheets.
 W/C seat to be covered and tied with polythene.
 Heavy items
 Fixtures.
 All artwork, lamps.
 Fittings have to be covered and kept aside.
 Entire carpet has to be covered wall to wall.
 Strip bed of all linen.
 Mattress protector, curtain swag, bed valence & bed cover to be sent for dry-
cleaning.
 Pillows, shower curtain and small items to be packed, numbered and kept
in store.
 All supplies & stationery to be packed numbered and stored.
 Small furniture to be numbered and kept in the store.
Q1. Who is responsible for packing guest room for maintenance work?
Q2. Give few examples for taking rooms under OOO status?
Q3. How to protect the room carpet during maintenance work?
SOP - Housekeeping – Pest Control
SOP Number: HK – 29
Department: Housekeeping – Room & Public Area
Date Issued: 18-Jul-2014
It is the management policy that pest control is carried out on a regular basis and
that the Housekeeping Department has an overall responsibility to co-ordinate
between the contractors and all departments.
Purpose: The purpose of this policy is to ensure that the Hotel premises are
refrained from all pests, to ensure problem areas can be identified and effective
measures can be taken promptly and to ensure that the minimum disturbance is
caused to the operation of the Hotel and our guest.
Procedure
If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects
etc. in any area of the Hotel they should immediately report it to the Housekeeping
Department.
Housekeeping Staff will record the details in the Pest Control Log Book. The
Format is as follows:
 Date
 Time
 Description of Pest Problem
 Location of Pest Found
 Date of Pest Treatment Appointment
 Job Completed on.
 Staff accompanied.
 Signature
Housekeeping Manager is to review the Pest Control Log Book weekly to ensure
the proper treatment is complied with.
Housekeeping floor supervisor or the Housekeeping manager should co-ordinate
with the pest control contractor for monthly schedule and urgent implementation
arrangement of ad-hoc pest control.
Housekeeping Manager will advise other department of the schedule and the type
of treatment used for pest control, so the necessary safety measure can be taken
by the concerned department Eg. Covering of food, cancelling of table settings etc.
Pest control contractor will be guided and accompanied by Housekeeping staff for
security and job performance control purpose.
Types of Pest Control service:
There are three basic treatments in controlling pests:
 Rodenticide Treatment (e.g. Laying of rat bait)

 Insecticide Treatment (e.g. Spraying of Insecticide)
 Flying Insects Control (e.g. Fumigation).
Areas Covered- All guest rooms, guest floor pantries, pipe duct rooms and both
stair ways.
Treatment – Spray plus laying and checking of rat bait.
Frequency – Every second month during daytime.
Pubic Areas
All pubic areas, corridors, loading bay all toilets, general store, male and female
changing rooms, rubbish rooms, lobby and front desk, floor terracing areas,
driveway, workshop and engineering areas.
Treatment – Spray plus laying and checking of rat bait
Frequency – Monthly during overnight
Kitchen and Restaurants Areas
All F&B outlets i.e. All kitchens, staff canteen and restaurants.
Treatment – Spray plus laying and checking of rat bait, fumigation
Frequency – Monthly during overnight.
Q1. What is the purpose of pest control in hotels?
Q2. Who should you inform if you find pests like cockroaches, ants, rats etc. In
hotel premises?
Q3. What should be the ideal frequency for pest control for public areas?
Q4. Who should review the pest control log book?
Q5. What are the types of pest control services?
SOP – Housekeeping – Prepare guest room for
cleaning
Remove room service equipment's from room:
 Pickup all room service equipment and move it to the floor pantry.
 Move the room service cart / trolley to the floor pantry.
 Inform the room service / IRD department to clear the trays / trolley from
guest room / floor pantry.
 Never place the room service trays or trolleys on the guest corridor or the
service elevator.
Removing rubbish:
 Collect recyclable items such as (Newspapers / Aluminum cans, glass
bottles, News paper bags etc.) and place them either in the bag or on the
floor pantry.
 Empty the waste paper basket and ashtray on to the garbage bag.
 Pick up all the rubbish and put it in the rubbish bag.
 All rubbish removed from room upon entering that room, and placed in
rubbish bag on trolley.
 Extra care should be taken with broken glass, razor etc.
 Remove all disposal items like ash, cigarette buds etc. into the dustbin.
 Keep ashtrays and glassware under washbasin tap to wash.
 With lukewarm water and teepol, clean the ashtrays and glassware with the
help of sponge.
 Wash liberally with water.
 Wipe with a lint free cloth.
 After drying, place back the items in the appropriate place.
 Ashtrays and glassware are spotless and clean.
 Use a dry tissue to collect hair from the vanity, toilet, bath tub and floor.
 Do not throw away any guest property that may be wrapped in a tissue.
 Cleaning of ashtrays and glassware.
 Collect all ashtrays and glassware.
Emptying dirty linen:
 Remove any guest clothing from the bed and neatly lay it across the back of
the chair.
 If there is any personal items on the bed then remove them and place it
neatly on the table.
 If it’s a departure dirty room then if you find any guest items and record the
same as lost and found item.
 Remove all dirty linen from the room and put everything in the space
provided for storing soiled linen in the R/A trolley.
 When the dirty linen is at level with the top of the trolley, empty the linen and
collect in the pantry.
 All the dirty linen removed from room and put in linen bag in the trolley.
 Do not use guest linen and towels for cleaning the guest rooms.
Q1. What is the step for removing room service equipment's?
Q2. How to clean the ashtrays and glass wares?
Q3. What to be done if you find any guest items in the bed, floor?
Q4. Important points while removing rubbish from the guest room?
Q5. Why one should not place the room service tray or trolley on the guest
corridor?
SOP – Housekeeping – Restock bathroom
supplies
Restocking of Bathroom supplies:
 Bathroom amenities/ supplies have to be replenished daily.
 Check the facial tissues in the box and replace if empty.
 Attention to each detail and make sure that the facial and toilet tissue should
not be empty.
 Remove the protection tab from the tissue box and then pull one tissue and
fold in a triangular shape. This will ensure that the other tissues will come
out easily when pulled.
 At any given time a full set of standard supplies has to be available in the
room.
 Not to replenish supplies bottles till the time it is 1/4 bottle of the content.
 Not to replenish soap till the time it is not less than half the size.
List of sample supplies used in bathroom:
 Shampoo
 Foam bath
 Moisturizer
 Shoe shine
 Detergent
 Disposable bag
 Mouthwash
 Tissue Box
 Sewing kit
 Shower cap
 Comb
 Amenities tray
 Soap etc.
Replacement of toilet paper in Dispenser:
 Check if there are any rolls that need replacing.
 Remove the empty rolls and put in the dustbin.
 Replace the toilet tissue roll when there is less than one third left.
 Replace them with the new ones.
 Install the roll so that the paper feeds over the top away from the wall.
 Fold the ends of the rolls neatly in triangle shape.
 The toilet roll dispensers have to be one complete roll or half at all times.
Q1. What is the frequency of replenishing / restocking bathroom supplies?
Q2. How to place the tissue box?
Q3. Give few examples of supplies used in hotel bathroom?
Q4. When should the toilet roll replaced?
Q5. What is the proper way to install the toilet roll?
SOP – Housekeeping – Servicing of guest
rooms
Department: Housekeeping – Guest Room Maintaining
Servicing of Occupied Rooms:
 All occupied rooms are serviced twice daily and as and when requested by
the guest.
 Enter the room according to the procedure of entry to guestrooms.
 Clear the garbage according to the procedure of removal of garbage from
dustbins.
 Collect the soiled linen and throw in the linen bag.
 Make the bed, follow the bed making procedure.
 Perform dusting of the room.
 Vacuuming of carpet and the upholstery maintenance.
 Clean Bathroom.
 All amenities are replenished in bathroom. (Maintain photograph for
standard amenity placement)
 After servicing the room following facilities function to be checked.
 Television
 All Telephones
 All Bulbs.
 Any in room Entertainment system.
Servicing of vacant room:
 Room has to be spic and span at every given time.
 Knock the door.
 Switch on all lights.
 Open heavy and sheer curtains.
 Remove turn down service.
 Put bed cover.
 Do the dusting.
 Replenish water and ice.
 Mop bathroom flooring with disinfectant.
 Vacuum the carpet if necessary.
 Close sheer curtain.
 Heavy curtain should be half closed.
 Put of all the lights.
 Give final looks and shut the door.
Servicing of vacant dirty room:
 Vacant dirty rooms cleaned thoroughly and all used items/ amenities are
changed with fresh ones. Left guest items to be deposited at Housekeeping
control Desk.
 Knock and enter the room.
 All drawers and cupboards are checked for any lost and found of guest.
 All dustbins are cleared of garbage.
 Soiled linen to be removed.
 Bed is made according to procedure for bed making.
 Dusting of room is done.
 Vacuum upholstery and carpet.
 All glassware and Ashtrays have to be cleaned.
 All guest amenities in room have to be replenished.
 Bathroom is cleaned according to procedure.
 Replenished amenities in the bathroom.
 All items used by the previous guest are changed with fresh ones.
 All maintenance work are noted and given to the Engineering department.
 Inform room status to the Housekeeping control desk.
Q1. What is the difference in servicing occupied, Dirty and a vacant departure
room?
Q2. Points while servicing a occupied room?
Q3. Why should we replenish all guest amenities with a new one while servicing a
‘Vacant departure room’?
Q4. What all to be check after servicing the room?
Q5. Whom to be reported in case you find any issues with TV / Bulbs etc?
SOP – Housekeeping – Taking messages and
handling complaints
Department: Housekeeping – Control Desk
Taking messages in HK control Desk:
While taking a message the following procedure has to be followed:
 Name of the person for whom the message is intended.
 Name of the person leaving the message.
 The contact number of the person leaving the messages.
 Date, Time, and Initials.
 Details of the Guest request / Messages.
 Request forwarded to Staff.
 Status of the request.
Note: Download Sample guest request tracker formats.
 Repeat and confirm the message / request with the guest/caller.
 Pass on the message immediately to the concerned person or department.
 When taking a message, staff member has to ensure to collect accurate and
adequate information and pass it on to the appropriate person.
 Follow up with the concerned person and take update on the task until it is
completed.
Handling complaints:
 Do not argue with the guest.
 The guest is always right.
 Listen attentively to the guest and understand what is exactly wrong.
 Write pertinent details down on the guest request tracking sheet.
 Apologize for the inconvenience caused.
 Rectify the situation if you can. These are some instances where common
sense will prevail and so as long as you are aware of the standard procedure
of rectifying complaints.
 Inform the Manager of all complaints immediately, even if you have
successfully resolved the situation.
 Note down the incidence on the log book and give handover to the next shift
the issue is still not resolved.
 Complaint has to be handled positively and with empathy for the guest,
aspiring for 100% guest satisfaction as the outcome.
 If the problem is out of your authority, inform the manager or Duty Manager.
 Guest should be kept informed of the developments.
 Record all the details in Guest Call Register.
Q1. What all details to be noted down while taking a guest request?
Q2. Why it is important to repeat the message / request with the guest?
Q3. Why it is required to follow up with the task owner?
Q4. What are the tips for handling guest complaints?
Q5. Whom to be reported in case the problem is out of your authority?
SOP – Housekeeping – Trolley or Maids cart
setting
 Houseman / Housemaid sets his trolley as per the standard, like bed sheets
in one shelf, towels in another, bathroom amenities in a separate drawer.
 Maids cart can be compared as a giant tool box, It should be stocked with
all the required amenities to complete a complete shifts room cleaning.
 The maids cart should be spacious enough to carry all the required supplies
for one shifts work.
 The cart should be light weight, easy to clean and easily maneuverable.
 The cart has to be always well organized and well stocked before starting
each shift.
 A well stocked maids cart will avoid unnecessary trips to the floor pantry.
 The amount of supplies loaded on to the cart depends upon the number of
rooms, type of rooms to be serviced on the assigned floor.
 The carts are normally stocked from the floor pantry.
 Never over stock or under stock the cart: Overstocking will increase the risk
of accidents or damage to the supplies. Whereas under stocking can slow
down the efficiency of cleaning because of the regular trips to the floor pantry
to collect the required items.
 Record the items loaded on the cart on the Room assignment sheet.
Few examples of supplies loaded on the maids cart:
1. Shampoo
2. Moisturizer
3. Mouthwash
4. Foam bath
5. Sewing kit
6. Shower cap
7. Shoeshine
8. Detergent
9. Loofah
10. Disposal bag
11. Toilet rolls
12. Tissue box
13. Soap dish
14. Bath towel
15. Hand towel
16. Face towel
17. Bathmat
18. Bed spread
19. Pillow covers etc.
The cleaning supplies are kept is a separate hand caddy, Below are few items
stocked on the hand caddy.
1. Toilet cleaning solution
2. Bowl brush
3. Toilet brush
4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves
 On one end of the cart there will be a bag for storing the dirty / soiled linens.
 There will be a garbage bag in one corner of the maids cart with a lid on it.
 Once the shift is over the maids cart / maids trolley to be moved back to the
floor pantry and all the shelves to be locked.
Q1. Who is responsible for setting up the maids cart / trolley?
Q2. What should be looked for while purchasing a maids cart / floor trolley?
Q3. Disadvantage of over stocking and under stocking maids cart?
Q4. Give few examples of guest room supplies loaded in cart?
Q5. What is a hand caddy?
SOP – Housekeeping – Turndown service /
Evening service
Turndown service:
 The evening boy takes the status report of the floor from the desk.
 Takes the floor key/card and sign for it.
 Take a round of the floor corridor to maintain it clean and tidy. Take out
trolley.
 Vacant rooms to be serviced from 6.00 p.m. onward.
 By 10.pm turn down service to be finished of all rooms.
 Departure rooms have to be cleared as per requirements.
Enter the guest room:
 Find out if the guest is in the room.
 Announce yourself before entering the guest room.
 In case the guest is wants you to come back later then, politely as the time
for Position the maids cart in front of the guest room.
Turndown the bed:
 Enter the room, empty dustbin and ashtrays.
 Remove the bedcover, fold it and place in the luggage rack drawer.
 Remove pillow from luggage rack and place it on the head of the bed.
 Make 90 angles with the second sheet.
 Quilt and third sheet.
 Spread the foot mat on the side of the bed. [The side where the corner is
made] and put slipper on top of foot mat.
 Always give turndown from the telephone side or inner side of the bed.
 For double occupancy, both corner to be made.
Place turndown amenities:
 According to the hotel procedure place the turndown amenities on the bed.
( Eg: Flower, Chocolate etc.)
 Place the Breakfast menu knob on the fold.
 Put on the bedside lamp.
Tidy the guest room:
 Look around the room and straighten or tidy anything that is out of order.
 If a room is messy it may require more extensive cleaning.
 Remove any room service tray, dishes and move them to the service pantry.
 Empty the trash cans and replace the wastebasket liners.
 Do a quick vacuum if required.
Tidy the bathroom:
 Neatly fold used towels.
 Wipe the vanity area if required.
 If required replace the bathing towel.
 Clear the dustbin if used.
Create a pleasant atmosphere:
 Turn on the bedside lamps.
 Close the drapes.
 Draw the curtains so that there is no light coming from the corners or centre.
 Set the A/C temperature to what was set by the guest.
 Double check everything, lock the room and leave the guest room.
 Update the status report.
Q1. What should be done before taking out the trolley to the guest corridor for
evening service?
Q2. On what angle the second sheet to be folded?
Q3. From what side the turn down service to be provided?
Q4. What all to be checked while tidying the guest room?
Q5. How to create a pleasant atmosphere in the guest room?
SOP – Upholstery cleaning and vacuum fabric
Upholstery cleaning:
 Remove loose cushions and place them on the furniture.
 Stain to remove as per stain removal procedure.
 Wipe spills from vinyl or leather furniture with a damp cloth.
 Wipe the fabric with a clean, damp cloth.
 Brush the upholstery with upholstery brush in one direction.
 Upholstery should be dust and stain free at all given times.
Vacuum fabric surface:
 Vacuum the fabric surface or leather surface with at most care.
 Vacuum visible surfaces.
 Vacuum under cushions and in cracks and crevices.
 Be careful while vacuuming under the folds, buttons and other features that
collect crumbs and dust.
 Do not damage the buttons, folds and other delicate works on the
upholstery.
Q1. How to remove stains from the furniture?
Q2. Should the loose cushions be placed on the floor?
Q3. Steps for vacuuming the cushions and fabrics?
Q4. What to be taken care of while vacuuming fabrics?
SOP – Housekeeping – W/C or Toilet Cleaning
 Put on the protective gloves and goggles.
 Flush the W/C or toilet, If the flush is not working properly then inform the
control desk to create a maintenance job order for the same.
 Sprinkle the cleaning solution in a circular motion around and inside top of
w/c bowl and leave it for 10 minutes.
 Apply cleaning solution on the walls beside and behind the toilet and under
the vanity.
 Wipe the outside of the toilet bowl and the walls around the toilet with a damp
sponge. (Use this sponge / cloth only to clean the toilet. Mark this sponge
with special tag or color coding to identify the same.)
 Wipe the pipes leading to the toilet.
 Wipe the walls under the vanity and the drain pipe.
 Use a toilet bowl brush to scrub the inside of the toilet bowl.
 Clean under the rim and the seats.
 Clean the top of the rim of w/c, in and around the hinges, bottom of w/c seat
cover.
 Flush the toilet.
 Rinse the brush in the toilet once the cleaning is done.
 Dry entire w/c, using clean dry cloth removing all marks.
 Polish the walls and pipes.
 Recheck inside w/c bowl especially under rim and ensure water is clear.
 Close w/c seat cover.
 W/C should be cleaned on a daily basis.
 Always make sure that the W/C is stain free, fresh smelling, dry and the
water in the bowl is clear.
Q1. Why it is important to wear protective glass and goggles while cleaning W/C ?
Q2. How long should the cleaning solutions to be kept on the toilet bowl?
Q3. What all areas to be cleaned apart from the toilet bowl?
Q4. How to dry the entire W/C?
Q5. What all to be checked once the W/C or Toilet cleaning is completed?
SOP – Laundry – Load and unload washers
Department: Housekeeping – Laundry
Prepare loads of laundry:
 The weight of each laundry can change as per the property and linen quality.
 Use a weighing scale to weight the solid linen batch.
 Always load the washer with the correct capacity, Do not overload or under
load the machines.
Organize the laundry activity:
 Always follow the laundry production log to determine the order in which the
washing has to be done.
 Record the loads you wash on the log.
 Wash heavily soiled linen first so that the stains will not ruin the other items.
 If you have multiple washers then start each washer in at least of a time
difference of 5 to 10 minutes which will help in the below process.
 Smooth and consistent work flow.
 Save water.
 Save electricity and electrical overloads.
 Prevents flooding and clogged drains due to washer’s draining at the same
time.
 Always schedule the laundry loads to meet up with the next stage in the
laundry cycle.
Note: Laundry cycle flow chart
 Keep the correct amount of flat work, such as tablecloths and sheets washed
to allow continues operation of the calendar machines.
Special thinks to notice while washing:
 Wash new linens with color separately the first few times, There is a chance
of dyeing other fabrics if this is not done.
 To avoid fading of dark colored linens wash them in lower temperature.
 Wash uniforms in cold water to prevent fading of darker colors onto lighter
colors.
 Do not use chlorine / bleach on colored linens / clothes.
 If the clothes / uniforms has delicate embroideries, decorative buttons,
strings etc. then wash them inside nylon mesh bags to prevent damage and
also to avoid tangling.
 Never overload or under load the washers.
Q1. Explain how to prepare loads for laundry?
Q2. Why should we record the loads which is washed?
Q3. What is the advantages of having a time difference between multiple loads?
Q4. Why it is important to record all items on the lost and found register?
Q5. Chlorine / bleach to be avoided on what kind of linens ?
SOP – Laundry – Sorting of uniforms and linen
Department: Laundry – Sorting Linen
Safety precautions while sorting laundry:
 Wear gloves as per the industry standards.
 Wearing gloves while sorting linen will avoid accidental cuts from any
broken glasses in restaurant linens.
Remove unwanted items from soiled laundry as you sort it:
 Check uniform pockets for pens, pencils, bottle opener, coins, crock
screws etc. and remove them.
 Remove employee name badge and any promotional buttons.
 Remove food scraps, cutleries, wine cork and broken glass and china ware
pieces from linens before sending it for washing.
 Without checking, the uniforms are not supposed to give the soiled line to
Laundry.
Sorting of soiled linen according :
1) Remove stained linen:
 Stained linen has to be given separately to the laundry for hard treatment.
 Heavily stained/ soiled linen requires strong detergents.
 More time required during the washing process.
 Look for greasy / oil stained cloths.
 Special cleaning treatment required according to the type of stains.
2) Sort linen according to their use and type, eg:
 Pillowcases
 Bath Towels
 Sheets
 Duvet sheets
 Bed Spreads
 Hand towels
 Bath Robs
 Beach towels
 Bath Mats
 Bath Towels
 Face Towels
 Shower Curtains
 Light Colored table cloths and napkins
 Dark Colored table cloths and napkins
 White table cloths and napkins
 Room boy / housekeeping cleaning cloths
 Kitchen stewarding cleaning cloths
 Chefs aprons
 Tray linings.
3) Check all the soiled linen, which is received from different outlets for stains
and tears.
4) Torn linen has to be given for mending and then for washing.
5) Sort uniforms according to department and then sort by.
 Uniforms for dry clean
 Uniforms for washing
6) If the facility uses out sourced laundry then count and record the items for
preparing gate pass.
7) Place sorted laundry in the correct labeled / colored laundry bin for further
washing / dry cleaning.
Q1. Why it is advised to wear gloves while sorting cloths?
Q2. What all items to be sorted from soiled linens as you sort?
Q3. Why stained linens are sorted separately?
Q4. Give few examples for sorting linen by their types and use?
Q5. How to sort uniforms?
SOP – Laundry – Tips for using Dryers
Department: Housekeeping – Laundry
Dryer temperature:
 Set the correct temperature for the dryer as per the linen used.
 Reduce heat if the synthetics linens are having wrinkles.
 Reduce heat down during the last few minutes of drying time.
 Remove linens before they are bone-dry.
 If the dryer heat is too high then the synthetic fabrics can look glazed or
fused fibers.
 Learn the drying times and temperature for each fabric.
 Clean the filters on periodic bases to prevent any fire accidents.
Loading dryers:
 Always follow the manufactures loading instructions.
 Load the dryer to their capacity, ie do not overload or under load.
 Load dryers by the optimum performance weight or by the piece count to
save energy costs.
 It is also a good practice to sort linens and uniforms by their type before
drying.
 When drying the pillow cases and bed sheets run them through a cool down
cycle of three to five minutes this will help reduce wrinkles.
 Cool down cycles feature on the dryer can also reduce the chances of
burning the fabrics.
Removing linens and uniforms from dryer:
 While taking the cloths out from the dryer avoid accidental burs from hot
dryer surfaces.
 Do not put the dried cloths from the dryer to the floor.
 Also never leave linen in the dryers overnight as this may cause fire
accidents.
Q1. Is it required to set the temperature as per the type of linen used?
Q2. Why should the temperature to be reduced during the last minutes of drying?
Q3. Why should the dryer be loaded with optimum weight?
Q4. Is it required to sort linens before drying?
Q5. How to avoid accidents from hot dryer?
SOP – Cleaning Elevators / Lifts
Department: Housekeeping – Public Area
Cleaning Elevators / Lift :
 Elevator is cleaned on a daily basis because of their volume of use.
 The best time to schedule the elevator cleaning is either during late night or
very early morning in order to avoid high usage.
 Take the elevator out of service as per the properties policies.
 The elevator / ligt door should stay open untill you have finished cleaning
and then place the elevator back to service.
 According to the interior design and materials used on elevator, the
appropriate cleaning methods and cleaning solutions to be used.
 The public area attendant should follow the specific method to clean each
different surface on elevator for an effective cleaning.
 Start cleaning from the top to down to avoid resoling areas already cleaned.
 Use a step ladder to reach the celing and clean ceiling with a feather duster.
 Wipe the ceiling and lights with a damp cloth followed by a dry cloth.
 Clean the mirrors and step back and check the surface for streaks.
 Wipe button with a damp duster, Don’t spray cleaning solution on buttons as
this may damage them.
 Dust around edges in the elevators.
 Mop floor-eliminating stain.
 Vacuum carpets using a high power vacuum cleaner.
 Report loose or ripped carpeting to your supervisor and note in your
assignment sheet.
 Use dry cloth for high polish.
 Mirrors should be stain free, wooden surface polished and dust free, floors
spotlessly clean.
Elevator / Lift door channel cleaning:
 Elevator door channel should be free of dust and dirt at all given times.
 Stop the elevator on every floor.
 Both the inside and the outside of the elevator door should be wiped down.
 Remove all dust particles, dust with the help of the vacuum cleaner.
 Scrub the channel with a hand scrubbing brush.
 Wipe it clean with a dry duster.
Q1. What is the best time to schedule cleaning elevators / lifts?
Q2. What type of cleaning method to be followed by public area attendant for
cleaning elevators?
Q3. Why the cleaning to be done from top to down?
Q4. How can you check if the cleaning of the mirrors are properly done?
Q5. Steps for cleaning lift door channels.
SOP – Cleaning Front office / Lobby Area
Cleaning front office / Lobby Area:
Hotel lobby should be clean 24 hours of the day. All lobby and front office areas
like flooring, ceiling, furniture, glass doors, glass windows, ashtrays, fixtures etc.
should be clean at any given time.
Cleaning ashtrays:
 Check all the ashtrays and the main porch area.
 While emptying the ash trays make sure cigarette are not burning.
 Empty ashtrays and ash urns into the trash.
 Clean the ashtrays and return them to the correct spots.
Clear all trash bins:
 Remove garbage from dustbins and clean them if required.
 It is also a good practice to separate the recyclable items from the trash and
place them separately.
 If any trash found on the lobby area then pick them up immediately.
 Replace the cleared dustbins to the original spot.
Clean and disinfect telephone, Kiosk touch screen:
 Spray disinfectant on a dry cloth and clean telephone mouth piece, ear piece
and telephone instrument.
 Repeat the same procedure on all house phones and telephone receivers
on the fax machine.
 Wipe the kiosk touch screen and remove finger print marks using
recommended micro fibre cloth.
Clean stairway handrails:
 Remove cob webs, dirt’s etc before cleaning the handrails.
 Apply cleaning solution and wipe the handrails.
 If mild detergents are used then wipe handrails with a wet cloth to rinse away
them away.
Clean all glass surfaces and windows:
 Spray windows and glass surfaces with water or appropriate cleaning
solution.
 Use a squeegee and pull down from top to bottom.
 Overlap each stroke slightly to remove all water or cleaning solution.
 Use a lint free duster to wipe the glass surface so as to leave the entire glass
surface shiny.
Carpet and furniture upholstery vacuuming:
 Furniture is to be dusted and all the upholstery is vacuumed cleaned.
 Connect the appropriate cleaning attachment for vacuuming upholstered
furniture’s.
 Vacuum furniture arm rest, seat back and the area behind the seat back.
 Use a heavy duty vacuum cleaner to vacuum all the carpeted area on the
Lobby / Front office.
 Vacuum under desks and other areas, Move furniture as and when required.
 Once cleaning is completed remove the vacuum dust bag and store the
vacuum cleaner on the pantry.
Mop and Sweep lobby floor:
 Sweep the lobby floor thoroughly.
 Place appropriate signage to warn the guest before mopping lobby floor.
 Mop with a damp cloth to remove all dust and dirt from the surface.
 Buff the lobby once in a day also the dustbins and ashtrays are cleared time
to time.
 Clean all marble / tile /wood skirting with a damp cloth daily.
 Sweep lobby floor on a regular interval and also when requested by the front
office team.
Q1. What is the best time mope and wax Lobby?
Q2. How to clean kiosk touch screen?
Q3. Procedure for vacuuming lobby and front office area?
Q4. Steps for cleaning glasses and windows?
Q5. Why it is required to wipe the stair railing with wet cloth after cleaning?
SOP – Housekeeping – Cleaning restaurants /
dining area
Department: Housekeeping – Public Area
The Cleaning and up keeping of areas like tables, chairs, changing linen and
some light vacuuming is generally done by the restaurant staffs during restaurant
operational hours, And the housekeeping staffs are responsible for the thorough
cleaning of restaurants and all dining areas after working hours.
Cleaning of Restaurant / Dining Area Cleaning:
 Restaurants and dining areas have to be cleaned daily before their opening
time and as and when requested by the restaurant staffs.
 Collect all the cleaning items required for particular Outlets.
 Collect the dining area keys from the security department.
 Turn on the lights so you know what you are doing clearly.
 During morning time open the drapes and blinds to allow the natural light.
 Observer the entire area to plan the work.
 Before starting to clean the restaurant the public area attendant should move
all the chairs from the table and make room for proper cleaning.
 Vacuum the entire carpeted area and upholstery.
 If any food spills are found on carpet then follow the do the spot cleaning as
per the standard procedure.
 If the floor is not carpeted, sweep and mop the floor.
 Clear the garbage from the service station.
 Dust all the furniture in the Restaurant.
 Polish the furniture if required.
 With a feather duster, dust all the high ceiling, niches, pictures/artwork, and
corners.
 Clean and disinfect telephones.
 Wipe the side stations and host stations.
 Dust the Point of sales terminals with appropriate cleaning supplies.
 Polish brass/copper items whichever is present with the proper cleaning
supplies.
 Clean the mirrors/windows, as and when required.
 All maintenance should be immediately given to Engineering Department/
control desk.
 If any lost and found items are found then inform the Housekeeping control
desk / hotel security.
 Collect all dirty table linens and replenish.
 Replenish cleaning linen supplies on a daily basis.
 Return the keys to the security department.
 Fill the cleaning report / register and submit to the housekeeping control
desk.
Q1. Who is responsible for the up keeping of restaurant during operational hours?
Q2. Why it is required to move the chairs from table before cleaning?
Q3. What all to be cleaned in the dining area?
Q4. Procedure to be followed for lost and found items found at dining areas?
Q5. Steps for cleaning the dining areas in hotels?

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SOP - Housekeeping – Babysitting Service

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

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