Nama:Izaac Chorneles Pormes

Kelas: Xll PH 3

Task 15 February 2022

Answer the following question.

Write Standard Operational Procedure (SOP) of Receptionist in English

J:

Guests check in, how are we going to show the hospitality of our hotel in serving guests which is the
main point that must be prepared, and the selection of polite words that we have in providing
accurate and correct explanations without making things up and also being a reference for the hotel
the. there is a procedure as below:

Greet guests in front of the hotel and say welcome.

Bring guest bags/luggage to the lobby.

Invite guests to sit.

Serving guests welcome drinks and cold towels.

Explain and inform guests about hotel services and facilities.

Explain and inform guests of breakfast and afternoon tea times.

Prepare a map of Gili Trawangan and explain it to guests in detail

Explain and inform guests about activities and facilities on Gili Trawangan and Lombok.

Registration is very important in combining existing bookings with bookings based on sources, both
online and offline bookings, this registration is needed as a sign that the guest has stayed at the
hotel, and maybe there will be found a word which is the term and conditions or rules for staying
guests, this is given to provide protection if something unwanted happens within the scope of
hospitality. the steps are as follows:

Submit a registration form to be completed by guests.

Ask the guest's passport to be photocopied.

Invite guests to fill out the registration form completely.

Guests and Receptionists must sign the registration form which has been completely filled out.

Save guest registration in the Front Office file according to the room number.

Welcoming and escorting guests to the room.

Carrying guest bags and luggage to the destination room

Write SOP of Waiter in English

J:

Greet when guests have arrived at the door of the restaurant by saying "Welcome" followed by all
the waiters/ess.

Make eye contact, smile friendly with a slight bow to give the impression of respect.

Call the guest by name if you already know him, because it makes them happier and feel
appreciated.

Give a warm and familiar welcome with a short conversation.

Ask for how many people and or have a reservation.

Inform about the smoking area and non-smoking area

Slowly pull the chair, prioritize women to be invited to sit but prioritize older guests

Offer to use the baby chair if there are small children

Offer assistance to guests carrying heavy items

Help guests who are wearing coats to open and put them on the back of the chair

Tell the number of guests to the server

The regular running water should be clean with enough water for the number of people at the table.

Must be cold and room temperature according to guest needs.

Should be carried in the underliner or with a neatly folded waiter/ess cloth to ensure thick water
does not drip on the table.

Water should be served from the right side, women should be served first.

Mineral water poured from Seal bottles must be opened in front of guests.

Take a list of drinks and food menus from the station

Make sure the menu is clean and in good condition

Give from the guest's right and in an open state

Women first

Give 5-7 minutes of time for guests to see the menu before being asked to order

Stand perfectly, keep smiling and make eye contact

Slowly explain today's menu by saying something like this: Excuse me madam/sir, I would like to
explain about the menu for this morning…for the appetizer…..for the main course….and finally for
the dessert

Before the ordered food comes to the guest table, prepare the equipment needed to serve food in
accordance with existing standard operating procedures

Double check the good condition in terms of cleanliness and quality of the food, the accompanying
seasoning or sauce, as well as the size and quantity of the food ordered.
Check whether the food that will be served is in accordance with the captain's order so that it
doesn't go wrong with the intended table, size and quantity

Serve food from the guest's right or from the easier side

Be careful if there are small children.

Say the word "excuse me ma'am/sir" slowly and clearly

Pay attention to the layout of the food on the lazy susan, make sure the garnishes are facing in the
right position.

Don't forget to mention the name of the food

Check the list of foods that have been served

Stay by the incharge table and make sure guests' needs are met

Always check if there are empty and dirty plates, those with food residues that exceed 2 pieces must
be replaced immediately

Don't pile dirty dishes too high

Pile up similar plates without food residue on them

Confirm to guests when all orders have been served

Offer back if there is additional food and ask if there is a shortage in the order

Act immediately if there is an error or complaint

Write SOP of Bellboy in English.

J:

Checks the daily arrival list for VVIP's or guests with special need.

To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests,

colleagues and visitors when requested.

Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.

Tag baggages it and return the identification slips to guests.

Assists guests with luggage to the front desk.

Escorts guests to room, placing luggage in room assigned by front desk.

Inspects guest room for order and adequate supplies and informs guests of room amenities

Delivers faxes, messages, packages and flowers to guests rooms and other offices.

Provide items on loan to guest and collect the items back from guest before departure.

Inform Front Desk Cashier to charge items given on loan, in case there is any charges applicable.

Ensure the efficient delivery and collection of group luggage.

Ensure that the guest has verified that all luggage has been accounted for.

Ensure safe storage and collect ticketing of guest coats and personal items.

Assist guest with Long term luggage storage requests / Left luggage requests.

Update and file the left luggage request form / Long Term luggage request form.

Update and file errand cards.

Update the Luggage movement register.

Transport departing guests luggage from the room to the lobby, then into a car or taxi after
reconfirming with the guest.

Respond to guest requests and queries providing a knowledgeable, efficient and helpful information
service.

Assist the senior Concierge on duty with his/her duties during busy periods and breaks.
Assist with answering the telephone and taking messages, transferring calls or dealing with
enquiries.

To provide an efficient luggage storage, delivery and collection service.

Perform any other works as and when assigned by the management.

Write SOP of Room Boy in English

J:

Enters and prepares the room for cleaning.

Dusts the room and furniture.

Replenishes guestroom and bath supplies.

Cleans the bathroom.

Cleans the closet.

Vacuums and racks the carpet.

Checks and secures the rooms.

Replenish amenities according to the operational standards.

Deliver and retrieve items on loan to guests e.g. iron and ironing boards

Ensure security of guest rooms and privacy of guests

Perform rotation cleaning duties (e.g. steam clean carpets, spring cleaning, super cleaning etc.) as
required
Cleans guest bathroom/bedroom/floor corridor.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever
time of day.

Maintain positive guest relations at all times.

Be familiar with all hotel services/features and local attractions/activities to respond to guest
inquiries accurately.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Empty trash containers and ashtrays.

Remove all dirty terry and replace with the clean par to the designated layout.

Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls,
bathtub, shower curtain and floor.

Replace facial, toilet tissue and bathroom amenities in correct amount and location.

Inspect condition of bathrobes and replace soiled/damaged ones.

Remove dirty bed linen and make up bed with clean linen.

Replace laundry bags and slips.

Clean closets and door tracks on check-out rooms, removing dust and debris. Ensure correct amount
and placement of hangers, extra blanket/pillow and luggage rack.
Dust and polish all furniture.

Realign furniture to the floor plan.

Responsible for replenishment of guest complimentary water.

Responsible for the cleanliness and maintenance of his work area.

Responsible for the Hotel property in the work area.

Attends to guest calls, guest requests /guest complaints in the area assigned to him.

Authorise to enter in guestrooms for cleaning and providing turndown services as per requirement.

Responsible for following the standard operating procedures.

Responsible for achieving and exceeding the guest satisfaction score.

Update status of rooms cleaned on assignment sheet.

Return and restock cart at end of shift.

Write SOP of House Keeping in English

J:

Room for Check-In

These are standard housekeeping procedures for hotel staff when preparing rooms for new set of
guests:

Make bed with fresh linen and pillow cases.

Check power switches and other electronic appliances for any damages.

Clean up ashtrays and trash bins.

Restock desk stationery and vanity supplies

Clean the bathroom: floor, walls, toilet, shower area, and tub.

Occupied

Perform the following sample proper housekeeping procedures for an occupied room and use the
housekeeping SOP checklist to record task completion:

Clear the dustbins.

Collect and replace used bedroom and bathroom linen.

Make the bed.

Vacuum floor carpets and rugs.

Clean the bathroom and replenish bathroom supplies.

Room for Check-out

It can be used as a teaching tool to educate workers on the correct housekeeping procedures and
keep them updated regarding any process changes.

Assemble bed, chairs, settees, and other furniture and placing it appropriately.

Wipe guest room floor with a wet mop.

Cleaning the writing tables, assembling and placing stationery appropriately.

Check for any articles the guest left behind.

Clean bathroom equipment and ensure adequate supply of toiletries according to SOPs for
bathroom cleaning.

Clean all electric appliances such as microwave, fan, refrigerator, and others.

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Housekeeping SOP Checklists

Ensure staff follow best practices to promote high guest satisfaction

Published 28 Jan 2022

What is SOP in Housekeeping?

A housekeeping SOP (Standard Operating Procedure) is a documented, step-by-step process on how
to effectively perform housekeeping procedures, such as daily cleaning and maintenance tasks. SOP
in housekeeping is primarily used by hotel housekeeping supervisors to help maids and commercial
cleaners observe housekeeping standards, deliver consistent quality service, and support positive
reviews.

Featured template

Housekeeping SOP Checklist

A Housekeeping SOP Checklist is used as a guide to ensure that the standard cleaning protocols set
by an establishment are followed. This checklist can be used by housekeepers, cleaners, and
housekeeping managers to ensure that rooms are clean and adequately prepared before allowing
the next guest to check in.

Ensure that doors, lights, windows, and amenities are working properly.

Check if the room and bathroom is clean and toiletries and other necessities are provided for the
next guest.

Confirm that hotel brochures, along with the hotel's food and drink menu is available.

Sign-off with a digital signature from inspector or assigned housekeeper.

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This article will briefly discuss:

the importance and benefits

best housekeeping SOP’s for hotels;

housekeeping SOPs in other industries;

technology you can use to ensure compliance; and

housekeeping SOP checklists you can download, use, and customize.

Importance and Benefits

Housekeeping SOPs are critical because they uphold the standards of an organization’s
housekeeping procedures. The benefits of having cleaning standard operating procedures include:
Continuous Education – It can be used as a teaching tool to educate workers on the correct
housekeeping procedures and keep them updated regarding any process changes.

Accountability – SOPs in housekeeping encourage compliance with organizational standards through

accountability. They provide intuitive, easy-to-follow steps to avoid any discrepancy or
misunderstanding.

Branding – Maintaining high standards of housekeeping procedures is the first step toward
maintaining credibility with customers by providing a consistent customer experience.

Improved compliance rates – Clear and defined housekeeping SOPs help ensure that an
organization’s processes comply with health and safety laws.

Housekeeping SOP Checklist

Housekeeping SOP Checklist | iAuditor

Best Housekeeping SOPs for Hotels

Housekeeping procedures (SOPs) are particularly important in the hospitality industry as cleanliness
is a basic expectation of any hotel guest. A hotel housekeeping standard for cleaning rooms upon
check out, for example, helps ensure that the housekeeper always changes the bedsheets and
empties the trash bins before allowing the next guest to check in.

Well-implemented hotel housekeeping SOPs can help establish a welcoming atmosphere for the
guests and ensure reliable and courteous service from staff. Here are some of the best hotel SOPs
for three of the most common housekeeping room status:

Room for Check-In

These are standard housekeeping procedures for hotel staff when preparing rooms for new set of
guests:

Make bed with fresh linen and pillow cases.

Check power switches and other electronic appliances for any damages.

Clean up ashtrays and trash bins.

Restock desk stationery and vanity supplies

Clean the bathroom: floor, walls, toilet, shower area, and tub.

Occupied

Perform the following sample proper housekeeping procedures for an occupied room and use the
housekeeping SOP checklist to record task completion:

Clear the dustbins.

Collect and replace used bedroom and bathroom linen.

Make the bed.

Vacuum floor carpets and rugs.

Clean the bathroom and replenish bathroom supplies.

Room for Check-out

It can be used as a teaching tool to educate workers on the correct housekeeping procedures and
keep them updated regarding any process changes.

Assemble bed, chairs, settees, and other furniture and placing it appropriately.

Wipe guest room floor with a wet mop.

Cleaning the writing tables, assembling and placing stationery appropriately.

Check for any articles the guest left behind.

Clean bathroom equipment and ensure adequate supply of toiletries according to SOPs for
bathroom cleaning.

Clean all electric appliances such as microwave, fan, refrigerator, and others.

Housekeeping SOP for Hospitals

A hospital housekeeping SOP aims to maintain a sterile environment in all areas of the hospital. It
guides cleaning personnel in prioritizing the task to maintain high standards of cleanliness especially
in the crucial areas including high-touch surfaces and high-risk areas.

Housekeeping SOP for Restaurants

A restaurant housekeeping SOP ensures high standard cleaning operations to avoid food
contamination and foodborne illnesses. It helps restaurants build exceptional ambiance and
cleanliness to impress their clients.

Housekeeping SOP for Warehouses

A warehouse housekeeping SOP helps maintain a clean workplace that is free of debris and clutter to
keep a safe environment. It helps prevent workplace hazards including incidents, near misses and
injuries.

Housekeeping SOP for Public Areas

A public area housekeeping SOP helps maintain a safe and hygienic community. It ensures proper
waste management is in place to eliminate environmental pollution and pathogenic diseases.