Standard Operating Prodecure

INSTITUTE OF HOTEL MANAGEMENT KOLKATA
STANDARD OPERATING PRODECURE
A Standard Operating procedure (SOP) is a document consisting of step by step information

on how to execute a task. An existing SOP may need to just be modified and updated or you
may be in a scenario where you have to write one from scratch.
Consider your audience. There are three main factors to take into account before writing
your SOP
 Your audience's prior knowledge. Are they familiar with your organization and its
procedures? Do they know the terminology? Your language needs to match the knowledge
and investment of the reader.
 Your audience's language abilities. Is there any chance people who don't speak your
language will be "reading" your SOP? If this is an issue, it's a good idea to include lots of
annotated pictures and diagrams.
 The size of your audience. If multiple people at once are reading your SOP (those in
different roles), you should format the document more like a conversation in a play:
User 1 completes an action, followed by User 2, and so on and so forth. That way, each
reader can see how he or she is an integral cog in the well-oiled machine.
A poorly-written -- or, what's more, inaccurate -- SOP will not only reduce productivity
and lead to organizational failures, but it can also be unsafe and have adverse impacts on
anything from your team to the environment.
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Purpose of SOP-
 To ensure compliance standards are met
 To maximize production requirements
 To ensure the procedure has no adverse impact on environment
 To ensure safety
 To ensure everything goes according to schedule
 To prevent failures in manufacturing
 To be used as training document
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Semester -5 housekeeping lesson- Standard Operating Procedure Page 1
May’18
Components of SOP –
Sop must address to –
1. Process Identification
2. Controls
3. Equipment Checks
4. Potentially Hazardous Situations
5. Waste Management
6. Any Requirements for Obtaining Authorization
1. The process identification section –
The chemicals, process or equipment involved are identified Including:
 The stock of chemicals
 The chemicals produced in the process
 The final wastes involved.
2. The control section –
This section lists required methods to control potential exposures.Three types of
controls
a. Engineering controls
b. Administrative controls
c. Personal Protective Equipment (PPE)
A. Engineering controls
 Engineering controls involve specific information on the environments involved in the

procedure to maintain safety.
 Engineering controls state:
› Work environment (for e.g. ventilated area)
› Storage of toxic materials
› Restricting access to the area to protect from hazards or potentially explosive
situations
B. Administrative controls-
Involve maintaining standards and mandatory laboratory practices including:
i. Substituting pre-formulated liquids instead of powders, to be
weighed and prepared
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ii. Hygiene practices such as washing hands.

iii. Procedures for removal and disposal of contaminated PPE
(Personal Protective Equipment)
C. Personal protective equipment-
 This section covers information
on the types of PPE to use such
as gloves, lab coats, etc.
 The type of PPE must be
specified, such as the type of
glove.
3. Equipment Checks and Potentially

Hazardous Situations-
 The Equipment checks section describes ways to verify that equipment is

operating correctly prior to using hazardous chemicals.
 The Hazardous situations section provides guidance for handling spills and
identifying if a spill is causing a hazardous situation.
 This also provides guidance when purchasing a chemical, as to the maximum size
of container
4. Waste management and particularly hazardous substances-

 Waste management section
identifies safe disposal
methods for routinely
generated wastes, including
waste treatment ways to make
handling safer.
 Particularly hazardous substances section-
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This provides additional details if hazardous substances are used. Details

should address:
 Authorizations for using the particularly hazardous substances
 Describing procedures for safely handling contaminated waste materials
5. Authorization-
Include requirements for obtaining authorization before being allowed to perform the
procedure or any operation.
This section may include:
a. Special training prior to using equipment/chemicals
b. Completing a medical examination before using certain equipment
Writing SOP-
Cover the necessary material. In general, technical SOPs will consist of four
elements apart from the procedure itself:
 Title page. This includes
1) The title of the procedure,
2) AN SOP identification number,
3) Date of issue or revision,
4) The name of the agency/division/ department/branch the SOP applies to, and
5) The signatures of those who prepared and approved of the SOP. This can be
formatted however you like, as long as the information is clear.
 Table of Contents. This is only necessary if your SOP is quite long, allowing for ease
of reference. A simple standard outline is what you'd find here.
 Quality Assurance/Quality Control. A procedure is not a good procedure if it cannot
be checked. Have the necessary materials and details provided so the reader can make sure
they've obtained the desired results. This may or may not include other documents, like
performance evaluation samples.
For the procedure itself, make sure you cover the following:
 Scope and applicability. In other words, describe the purpose of the process, its
limitation, and how it's used.
 Methodology and procedures. List all the steps with necessary details, including
what equipment needed. Cover sequential procedures and decision factors. Address
the "what ifs" and the possible interferences or safety considerations.
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 Clarification of terminology. Identify acronyms, abbreviations, and all phrases that

aren't in common parlance.
 Keep it short and clear -- otherwise their attention will stray or they'll find the
document formidable and hard to grasp. In general, keep your sentences as short as
possible. In general, don't use "you." It should be implied. Speak in the active voice
and start your sentences with command verbs.
 Break up large chunks of text with diagrams and flowcharts. If you have a step or
two that are particularly intimidating, make it easy on your readers with some sort of
chart or diagram.
 Health and safety warnings. To be listed in its own section and alongside the steps
where it is an issue.
 Equipment and supplies. Complete list of what is needed and when, where to find
equipment, standards of equipment, etc.
 Care of equipment used.
Reference-
 Be sure to list all cited or significant references. If you reference other SOPs, be sure
to attach the necessary information in the appendix.
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Before writing SOP

Test the procedure-
 Its best to have a handful of people test your SOP. Different individuals will have
different issues, allowing for a wide variety of (hopefully useful) responses
 Be sure to test the procedure on someone who's never done it before. Anyone with
prior knowledge will be relying on their knowledge to get them through and not your
work, thus defeating the purpose.
Have the SOP reviewed by those who actually do the procedure.
 It's those who actually do the work that it matters, so before you submit your work to
the higher ups, show your stuff to those who will be doing (or that do) the job. What
do they think?
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 Allowing them to get involved and feel like they're part of the process will make them
more likely to accept this SOP you're working on. And they'll inevitably have some
great ideas!
Have the SOP reviewed by your advisors and the Quality Assurance team.
 Once the team gives you the go ahead, send it to your advisors. They'll probably have
less input on the actual content itself, but they'll let you know if it meets formatting
requirements, if there's anything you missed and the protocol for making it all official
and input into the system.
 Route the SOP for approvals using document management systems to ensure audit
trails of the approvals. This will vary from organization to organization. Signatures
will be necessary and most organizations nowadays have no problem accepting
electronic signatures.
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Format of SOP with sample of Bed Making
Department Housekeeping
Date of SOP written Enter date
Date of reviewing SOP Enter review date
SOP written by Provide details of contributors
Approved by Name and signature of responsible
personnel
Task Bed making
Scope Identify where the Sop may be
relevant!!
Purpose Write the need of the task- The
purpose should define the intent of
the document and be no longer than
one or two sentences. It needs to be
detailed enough so end users can
quickly recognize what the
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document covers with no other

detail included.
Standard Will be able to make bed as per 5 star
hotel standard with confidence
Time required 5 min
Equipment needed Duster and feather duster
Material needed Bed sheets – 3, pillow cover – 4
Safety warning  Wear gloves
 Check the castors of the bed if
they are moving freely.
 Dirty linen should always be
stored separately in chamber
maid’s trolley.
 Don’t shake used linen
vigorously.
 No interchange of linen
between guest rooms.
Mis-en-place  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
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to avoid any injuries.
 If the mattress pad is stained

then remove it.
 Get a clean mattress pad and

place it on the mattress.
Weekly vacuum 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.
Doing the job/procedure  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
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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
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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”.
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Before leaving/inspect  Check the sheets are laid

properly
 Maitre is done properly
 Positioning of pillows and
cushions are proper.
Care of equipment Duster should be sent to laundry once
all beds are made to maintain hygiene
standard
Frequency Once daily
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Once approved, start implementing your SOP.
 This may involve executing a formal training for the affect personnel (e.g. classroom
training, computer-based training, etc.) or it may mean your paper is hung up in the
department
 Be sure your SOP remains current. If it ever gets outdated, update it, get the updates
re-approved and documented, and redistribute the SOP as necessary. Your team's
safety, productivity, and success matter on it.
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Reference and authorship

Course-B.sc in H&HA
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 Sources
o From website
Source adapted:
http://www.wikihow.com/Write-a-Standard-Operating-Procedure
https://www.wikihow.com/Write-a-Standard-Operating-Procedure
http://www.thefdagroup.com/thefdgroup-blog/a-basic-guide-to-writing-effective
standard-operating-procedures-sops
o Authorship
C creator of handout: Rita Mitra, IHM, Kolkata
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Standard Operating Prodecure

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INSTITUTE OF HOTEL MANAGEMENT KOLKATA

STANDARD OPERATING PRODECURE

A Standard Operating procedure (SOP) is a document consisting of step by step information

 Engineering controls involve specific information on the environments involved in the

ii. Hygiene practices such as washing hands.

3. Equipment Checks and Potentially

 The Equipment checks section describes ways to verify that equipment is

4. Waste management and particularly hazardous substances-

 Particularly hazardous substances section-

This provides additional details if hazardous substances are used. Details

 Clarification of terminology. Identify acronyms, abbreviations, and all phrases that

Before writing SOP

Have the SOP reviewed by those who actually do the procedure.

Format of SOP with sample of Bed Making

document covers with no other

Mis-en-place  Remove soiled bed linen from

to avoid any injuries.

 If the mattress pad is stained

 Get a clean mattress pad and

 Lay the fresh pad on the bed.

 Unfold the pad right-side up

 Smooth out any wrinkles.

 Take three fresh sheets and 04

Doing the job/procedure  Pull the bed a little away from

 Inset the pillows into the new

 Repeat this process for the

 Place the pillow on the bed with

the tucked edges facing the

 Position the bedspread on the

 Report to the supervisor if you

 Smooth the bedspread over the

 Tuck the remaining of the

 Smooth the surface of the bed.

 Check the bedspread for

 Push back bed towards the

 All the four corners of the bed

 Distance of the pillow from

Before leaving/inspect  Check the sheets are laid

Once approved, start implementing your SOP.

Reference and authorship

C creator of handout: Rita Mitra, IHM, Kolkata

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