TB CODE: TB/DEPT/SECTION/NO AT

SMK NEGERI 1 SUKADANA DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST

KAYONG UTARA
KALBAR
T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………

TITLE SECTION DEPARTMENT DIVISION

ENTERING A GUEST ROOM

HOUSEKEEPING HOUSEKEEPING ROOM DIVISION

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Enter guest room 1. What is it? • Follow standard procedure
• Place the housekeeping service sign on the front of the door handle or
in the key card lock to alert anyone who may try and access the room
to be aware that the room is being serviced.
• Enter the guestroom as per the standard operating procedure. If the
guests’ room key card is in the socket do not remove it.
• Should the guestroom door require to be kept open at any stage whilst
the guestroom is being turned-down then ensure a proper door-stop is
used to keep the door open? Do not use a towel, newspaper,
equipment, etc. to keep the door open to prevent from damage and
unnecessary markings being caused to the floor and/or door or items.
2. Approach guestroom 1. Why do I need to submit the worksheet? • Ring the doorbell and announce, “Housekeeping”.
2. How many times do I have to ring the bell? • If there is no reply, ring again up to three times
3. Open the door 1. Why do I need to open the door slowly? • Open the door slowly announcing, “Housekeeping” again.
2. Why do I have to leave quietly? • If you hear the shower, close the door and leave quietly.
3. Why do I have to report the time? • Record the time in the work sheet and continue to service other
4. Why do I have to apologize when the guest is in the rooms.
room? • If the guest is inside, apologize by saying , “Good morning/
5. Why do I need to note the time? afternoon/ evening Madame, Sir, I am …. From Housekeeping,
6. Why do I need to handover the requested time to may I clean your room?”
my supervisor? • If the guest agrees, proceed.
 • If the guest requests cleaning to be done later, politely ask guest
the time that best suits them.
• Note in the work sheet and return to clean the room at the
requested time.
• If the guest requests later cleaning than your shift, handover the
request to your supervisor.
4. Check the housekeeping trolley Why must check the housekeeping trolley? • Check the housekeeping trolley to ensure all the necessary
supplies required to service the guestroom are present and stocked
5. Park the trolley in front of the entrance How to park the trolley? • Ensure that the housekeeping trolley is parked in front of the door
door of the guestroom that you will be servicing for ease of access
items on the trolley such as linen, amenities, etc. required to clean
the guestroom. It will also act as a barrier for anyone trying to
access the room when you are working there
6. Bring in the cleaning equipment and How about the cleaning equipment and chemicals? • Take your vacuum cleaner, chemical bucket and cleaning supplies
chemicals from the trolley
7. Open the curtains and turn on all lights When should the room attendant open the curtains? • Open all curtains and turn on all lights to be able to see within the
room more clearly. Should you notice a light is not working then
follow the operating procedure or “Maintenance requests”
 SMK NEGERI 1 TB CODE: TB/DEPT/SECTION/NO AT
DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST
SUKADANA
KAYONG UTARA T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………
KALBAR
TITLE SECTION DEPARTMENT DIVISION

MAKING BED HOUSEKEEPING HOUSEKEEPING ROOM DIVISION

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Move the bed 1. Why do I have to move the bed from the wall? • Pull the bed away from the wall
2. Guest belongings 1. Why do I have to pay special attention to guest • Remove any guest belongings from the bed and place them on the
belongings? table
3. Strip the bed 1. What happens if guest items are with the soiled • Bed sheet, pillow and duvet cover must be stripped one by one,
linen? ensure guest clothing is not being rolled into bed sheet and taken
away together with soiled linen
4. Blood/Vomit/Bodily Fluids 1. How to handling syringes/sharps and blood? BLOOD
• When stripping the bed and it is obvious the occupant of the room
may have lost blood, bodily fluid or was unwell it is necessary to
ensure that the linen that has been soiled is separated to other linen
and placed in a plastic bag (not a garbage bag) to ensure it is not
discarded with other rubbish. The bag is then required to be sent
to the linen room, which in turn will advise the laundry of the
arrival of special laundry for extra treatment.
• It is recommended to wear plastic or rubber gloves as soon as the
heavily soiled linen is noticed to ensure you do not come into
contact with the soiled linen when it is being handled. In case the
blood or fluid has also been noticed on the mattress, this area
needs to be cleaned and disinfected with the recommended
detergent or chemical and left to dry.
• If the soiled linen is brought down to the linen room or
housekeeping after hours ensure that the bag is sealed with a sign
attached to alert colleagues of the contents within the bag. E.g.
CAUTION: BLOOD STAINED SHEETS/ VOMIT/ BODILY
FLUIDS. WEAR GLOVES WHEN HANDLING CONTENTS
• Any blood or fluid noticed on the carpet needs to be gently cleaned
with cold water only, disinfected. Contact the housekeeping office
to advise the coordinator so they can arrange for the carpet to be
shampooed and an air ionizer placed in the room. This is required
to be auctioned immediately to ensure the stain remains in the
carpet for the least amount of time. Subject to the size and density
of the stain water may be required to soak in for a period of time to
be able to make it easier to have the stain removed and cleaned.
Once the stain has been removed it is essential that the carpet in
the room is shampooed to remove any traces of the stains or odors
that may be in the room.
• Have the air ionizer from housekeeping plugged in and left on in
the room to eliminate any odors that the room may have and will
assist in the air circulation, after the carpet has been shampooed.

SYRINGES/ SHARPS
• From time to time we will have Guests who need to use syringes
(Diabetes). Very often it states in the reservation that they need a
syringe box or sharps container, which the hotel will supply to be
able to dispose of them safely. Regular replacement containers
will be required as a form of exchange for the guest if the guest is
staying for a period of time.
• Syringes are also found in guest rooms in all places, which could
be for other forms of use. If a syringe is seen within a guestroom
then it is necessary to collect the sharps container from the storage
area or contact housekeeping to have one delivered to the room. If
you must leave the room to collect the container, then ensure the
room is locked, whilst you are collecting the container.
• If a syringe is found in a public area, ensure yourself or a
colleague remains at the location whilst the other person arranges
to the container for it to be disposed of as per the correct
 procedure.

Steps to remove a syringe：

- Ensure you wear gloves at all times when disposing of syringes
- Collect the sharps containers and move the disposal opening
towards the end of the needle
- Pick the syringe up from the plunger end, which is the opposite
end to the needle
- Drop the syringe in the sharps container and close the lid
- Never use tongs or tweezers to pick up syringes, as it could
cause an injury if it is dropped or dislodged
- Take the container to security and return an empty sharps
container to the location it was taken from originally
- If you have not been trained or are not confident in using the
sharps container and performing the procedure then contact the
housekeeping supervisor to advise them so they can arrange for
some to complete the task.
- Regular training in handling Blood / Sharps/ Syringes must be
conducted as part of the housekeeping orientation program.
Only a trained person in the handling of syringes/sharps should
handle and dispose of them accordingly. All housekeeping
colleagues should be observant whilst cleaning the guest room to
avoid any unnecessary injuries or accidents occurring.
5. Remove the duvet and pillows 1. Why can I not put the Pillows and Duvet on the • Place duvet and pillows on a chair and not on the carpet for
floor? hygiene reasons
6. Soiled linen 1. Why do I need to put the soiled linen into a bag? • Place soiled linen into the soiled-linen bag and not on the floor
7. Mattress& duvet Mattress 1. What is the difference between the upside and the • Change the mattress pad or duvet Mattress if it is stained
downside of the mattress? • Turn mattress according to schedule
2. How often are mattresses changed?
8. Bed sheet 1. Why does the Bed sheet need to be firmly over the bed? • Spread the bed sheet over the mattress and tuck in all four corners.
Pull the sheet firmly over the mattress while tucking in
9. Duvet cover 1. How do I pull the Pillowcase over the Pillow and the • Place the duvet cover on the bed.
Duvet cover the Duvet? • Take the left and right corner of the duvet and insert them into the
2. How many Pillows, Duvets, and Bed sheets do we have respective corners of the duvet cover. Straighten the edges and
in a guest room? corners.
• Do the same with the Pillow.
 • Smooth the duvet and place it in the middle of the bed with 40cm
hanging over the sides and bottom edge
10. Pillows 1. What is the standard for pillow? • Standard:
• 2king pillow
• 2 standard pillows
• 1 decorative pillow1
11. Replace the bed 1. How can I move the Bed back in its original position • Use your knee and push the bed back against the wall
• Smooth the bed out
 SMK NEGERI 1 TB CODE: TB/DEPT/SECTION/NO AT
DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST
SUKADANA
KAYONG UTARA T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………
KALBAR
TITLE SECTION DEPARTMENT DIVISION

CHECK A GUEST ROOM

HOUSEKEEPING HOUSEKEEPING ROOM DIVISION

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Check the Guest Room 1. Why is accuracy and consistency in portion important? • Always check the room in a clockwise or anti-clockwise movement.
2. Why do I have to check the guest room in this fashion
2. Cleanliness of Furniture 1. Why is accuracy and consistency in portion important? • Check the cleanliness of all furniture and put it in good order
2. Why do we put so much importance on furniture? according to the standard.
3. What is the content of the collateral Folder? • Entrance Door
• Writing Desk
• Wardrobe
• Mirrors
• Paintings
• Night Table
• Check whether painting, Wardrobe hangers, collateral is hanging
straight and positioned properly.
• Define Standard for collateral as:
• Guest Letter
• Envelopes
3. Check exchangeable items 1. What is the amenity set up in the guest room? • Envelopes
2. What will happen if I forget to setup the guest room? • Check whether all amenities and supplies are as per the standard
and are in good order.
• Bath Amenity:
• Shampoo
 • Hair Conditioner
• Body Lotion
• Mouthwash
• Amenity Boxes:
• Vanity Box
• Sanitary Box
• Shower Cap
• Tooth brush
• Comb
• Shoe Mitt
• Shaver & Razor
4. Check electronics 1. What will happen if I forget to setup the guest room? • Check whether all facilities are working and in good order.
2. What do I do if the remote control is not working? • Television
3. What do I do if the kettle is not working? • Radio, Alarm clock
4. Can I change a light bulb or must I call Engineering? • DVD player DVD
• Remote controls
• Water Kettle
• Light bulbs
5. F&B Minibar &Items 1. What is the content of the Minibar? • Check whether the mini-bar items in the refrigerator are supplied
2. How do I clean a Champagne glass? according to the standard and are within their validity time.
3. Why do guests need additional sweetener? • Check additional:
• Water glass
• Wine glass
• Coffee Cup
• Coffee and Tea
• Sugar
• Sweetener
6. Curtains 1. What are 2 curtains in the guest room? • Check whether the curtain can be closed or drawn open
2. Can they be closed during the day? completely.
• Record on your work sheet the time
7. Carpet & Wall paper 1. What next to check? • Check whether the carpet in the guest room has been vacuumed
and has signs of dirt or stains.
• Check there are no items underneath the bed.
• Check stains and scratches on the wall paper.
8. Window 1. What can I do if I cannot reach the top of the window? • Check the cleanliness of the window.
• Check the quality of the floral arrangements. Arrange exchange
 if necessary.
9. Leaving the guest room 1. What is important about the evacuation plan? • Ensure every guest room has an emergency evacuation plan
2. Do I have to check if the door closes properly? behind the Guest room door.
• Close the door and leave the room, ensuring the door closes
properly.
10. Reporting 1. Is this checklist important? • Report to Housekeeping office if you find any defect and key
2. What does a Maintenance request look like? them into the Logbook for follow-up.
• Ensure a maintenance request is issued.

SMK NEGERI 1 TB CODE: TB/DEPT/SECTION/NO AT

DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST
SUKADANA
KAYONG UTARA T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………
KALBAR
TITLE SECTION DEPARTMENT DIVISION

RELEASE A GUEST ROOM HOUSEKEEPING HOUSEKEEPING ROOM DIVISION

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Check Room 1. How do I check a guest room? • Check the room in ether a clockwise or anti-clockwise order, starting
from the entrance door.
2. Entrance door 1. What is important about the entrance door? • Check the entrance door and carpet to ensure it is clean and the lock is
working.
• Ensure the emergency exit plan is in place.
3. Closet 1. Why do I need to check the entrance door? • Check the closet door, wall and carpet to ensure it is clean. Check
2. How many hangers need to be in the room? the correct number of hangers as per standard，
• 4 Female Hangers
• 4 Male Hangers
• 2 Silk hanger
• The laundry list,
• Bags and bathrobes
• Ensure they are replaced and light is working.
4. Writing table 1. Why does a guest need paper and envelopes? • Check mirror, writing table, chair and drawers to ensure it is clean
and Stationery is replaced as:
• Letter
• A4 envelopeA4
• Note pad
• Ensure these items are replenished and placed as per the standard;
telephone is clean and placed in the correct position.
• Check waste bin to make sure it is emptied and clean.
5. TV/Cabinet 1. Why does the remote control need to function? • Check to ensure that the TV and cabinet is clean, TV program and
2. Why does the TV program need to be in order and folder are placed in the correct position. Turn on TV to check the
up to date? channel, picture and color.
• Check the TV program to ensure it is up to date and without stains.
6. Sofa 1. Why does the guest need sugar? • Check sofa and coffee table to ensure that it is clean; remove the
2. How many coffee bags, tea bags, sweetener and sugar cushions to check underneath. For stains.
does the guest need? • Ensure the following are available:
3. How many spoons need to be in the room? • Coffee bag
• Tea bag
• Sugar
• Sweetener
• Cups
• Spoons
7. Window/drapes 1. In what position do the curtains need to be? • Check window and drapes, ensuring that the curtain can be closed
completely and are not damaged.
8. Bed 1. In what condition does the bed need to be? • Check bed to make sure that it is made up, as per standard, linen
2. How many pillows and duvets does the guest room need? and bedspread is clean and placed neatly. Check bed headboard to
3. How many slippers are needed per room? ensure it is clean and not damaged. Standard:
• 2 Pillows per person
• 1 or 2 Duvets
• Slippers
9. Lamps and shades 1. Why is it important that the bulbs are clean and not dusty? • Check lamps to ensure that they are working and clean. Check
lampshades to make sure that they are dust free.
10. Bathroom – vanity top 1. Why does the Bathroom need to be cleaned and • Check vanity top, make sure that hand basin, soap dish, ashtray,
replenished? amenity tray, taps, towel holder and mirror are clean and placed in
the correct position.
• Check if amenities and toilet paper is replenished as per standard.
• Refer to “Turn Down Procedure”.
11. Toilet 1. Is it important that the toilet bowl is clean? • Check toilet bowl, tank, seat lid, toilet paper holder and pipes to
ensure that they are clean and there is no hair. Ensure toilet paper
has been replaced if it is less than half a roll.
12. Shower/Bathtub area 1. What do I have to check when looking into the Shower • Check bathtub, handrail, clothes line, taps, towel rack, shower-
and bath tub? head and soap holder to ensure that they are clean.
2. What is important when checking metal? • Ensure metal parts are clean and free from watermarks or stain.
3. Have towels to be replaced when used? • Check towels to make sure that they are folded and placed
properly and neatly.
• Standard refer to “Turn down procedure”
13. Telephone 1. Why does the telephone need to be cleaned? • Check telephone and ensure that it is clean and the plate or sticker
is in good condition.
14. Final inspection 1. Is a final inspection really necessary? • When inspection is completed, stand at the door and have a final
2. What does the control sheet look like? check before releasing the room.
15. Report defects 1. Why do I have to report immediately? • Defects should be reported immediately of any maintenance
problems.

SMK NEGERI 1 TB CODE: TB/DEPT/SECTION/NO AT

DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST
SUKADANA
KAYONG UTARA T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………
KALBAR
TITLE SECTION DEPARTMENT DIVISION

REMOVE ROOM SERVICE

HOUSEKEEPING HOUSEKEEPING ROOM DIVISION
TRAY AND TROLLEY

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Check the guest room 1. Why do I need to learn this SOP when it is really In
Room Dining who manages room service tray
collection?
2. Why must I check the room in detail?
3. Why can’t I put the contents of the glass/cup in the
sink when the guest is present??
• Look around the room for other items belonging to room service, e.g.
empty bottles, cups, saucers, napkin, etc.
• If a glass/cup is filled with contents, empty it into the bathroom sink
before placing it in the tray.
• Only do this if the guest is not present.
• Place items in the center of the trolley/tray. Do not place them on the
edge.
 4. Why do I need to place items in the center of the
tray/trolley?
2. Cover tray / trolley 1. Why do I need to fold down the wings of the trolley? • Fold down both leaves of trolley table.
2. Why do I need to cover the trolley/tray? • Fold both corners of the tablecloth towards the center with one side
lapping the other.
• If there is a service tray, use the table napkin to cover the items.
3. Remove the tray / trolley 1. Why can I not just place the trolley in the corridor? • Push trolley out of the room. Never leave tray/trolley along the
2. Why do I need to place the trolley against the wall? corridor.
3. Why can’t I place the tray on the floor? • Park trolley properly against the wall in the service area near the
4. Why do I need to call room service if there is no place in elevator. Do not block any doorways.
the pantry? • Place the tray on the shelves provided in the service area (Pantry).
• If the trolley is obstructing the service area, call room service to
pick-up the trolley immediately.
 SMK NEGERI 1 TB CODE: TB/DEPT/SECTION/NO AT
DEPARTMENTAL STANDARD OPERATING MANUAL TASK LIST
SUKADANA
KAYONG UTARA T A S K B R E A K D O W N PAGE: 1 OF TOTAL: 1 PAGE (S)
REGISTERED AT EO BY: ……………
KALBAR
TITLE SECTION DEPARTMENT DIVISION

PLACING EQUIPMENT IN
HOUSEKEEPING HOUSEKEEPING ROOM DIVISION
STORAGE

POSITION: ROOM ATTENDANT VERSION: 1 DATE ISSUED: 12/13/20 PHOTOGRAPH/MODALITY REF.: n/a FILE: ………………………..

NO STEPS KEY STANDARD INDICATORS HOW TO DO IT

1. Storing 1. Why do I have to return the chemicals after my shift, I • Ensure that all tools, equipment and cleaning chemicals are returned
need them the next day anyway? to the store at the end of the shift.、
2. Why do Chemicals have to be in proper container? • All chemicals must be stored properly in clean containers which are
closed tightly to prevent spillage and so as to conserve their
effectiveness.
• Be careful with chemicals!
2. Keep the store clean and tidy 1. Why do I have to clean equipment before storing? • Always ensure that returned tools and equipment are cleaned before
2. Why do they need to be closed? placing them back properly in the allotted storage space. All
3. Why is so important to handle chemicals as per equipment cords are to be wound neatly around the machine before
guideline? storing.
4. Can I put equipment in front of an emergency exit? • Chemical containers must be closed properly after use. Do not leave
Those exits are rarely used. the caps lying around.
• Fold the rubbish bags neatly and place them on the shelf.
• Arrange all accessories neatly in the spaces allotted. Small items are
to be kept in a box. Buckets are to be placed neatly on the shelf and
pads must be hung up on hooks provided or as per the hotel standard.
• Place all carts/trolleys neatly in the corner. Do not block the passage.
Ensure that the store is locked when you leave.
3. Report defects 1. Why do I have to report immediately? • Report maintenance problems found while cleaning immediately.
4. Storing 1. Why do I have to return the chemicals after my • Ensure that all tools, equipment and cleaning chemicals are
 shift, I need them the next day anyway?
2. Why do Chemicals have to be in proper container?
5. Keep the store clean and tidy 1. Why do I have to clean equipment before storing?
2. Why do they need to be closed?
3. Why is so important to handle chemicals as per
guideline?
4. Can I put equipment in front of an emergency exit?
Those exits are rarely used.
6. Report defects 1. Why do I have to report immediately?
returned to the store at the end of the shift.、
• All chemicals must be stored properly in clean containers which
are closed tightly to prevent spillage and so as to conserve their
effectiveness.
• Be careful with chemicals!!
• Always ensure that returned tools and equipment are cleaned
before placing them back properly in the allotted storage space. All
equipment cords are to be wound neatly around the machine before
storing.
• Chemical containers must be closed properly after use. Do not
leave the caps lying around.
• Handle chemicals as per description!!!!!!!
• Fold the rubbish bags neatly and place them on the shelf.
• Arrange all accessories neatly in the spaces allotted. Small items
are to be kept in a box. Buckets are to be placed neatly on the shelf
and pads must be hung up on hooks provided or as per the hotel
standard.
• Place all carts/trolleys neatly in the corner. Do not block the
passage. Ensure that the store is locked when you leave.
• Report maintenance problems found while cleaning immediately.