Task: Setting Up of the Housekeeping Trolley

Guest Supplies:

 10 tubes each of Shampoo, Shower Gel and body lotion, 20 small soap and 10 match boxes,
tissues and toilet rolls.
 5 dental kits, shaving kits, Loofah Pad, shower caps, for your care kit.
 5 each of all-purpose kit, bathroom slippers and shoe shine sponge.
 10 each of letter heads, envelopes,pencils,scribbling pads, laundry slips, coasters.
 Tea Coffee Supplies (15 each of tea sachets, coffee sachets , sugar , creamer and
 10 sugar free sachets) in a partitioned box.
 2 tent cards of each type ( hotel specific)
 15 - 20 water bottles Line in Trolley:
 Hand Towels, face towels, bath towels and bath mats 6 each Laundry bags 15
 Double Bed sheets, single bed sheets, pillow covers and duvet covers 6 each.

Caddy Basket:

 W/c brush.
 All-purpose cleaner R2 in a labeled spray can.
 Toilet bowl cleaner R6 in labeled spray can. Glass cleaner R3 in a labeled spray can Taski nMetal
Polish
 Room freshener RS in a spray can.
 Scotch brite - 1nos
 Round Brush
 Used Tooth Brush
 Dusters - 3 towel dusters, 2 cloth dusters
 Carpet brush, dust Pan
 Garbage Bag 01nos, (Segregation of the garbage will take place in pantry. The
housekeeping pantry must have three dust bins.One for dry garbage (Blue), one for wet
(Red) and one for plastic and glass. (Yellow)
 Trolley to be set before start of shift and also on the close of shift.
 TASK: Procedure for Opening a guest room

PROCEDURE

 Check the status of the room. (DND or privacy on the indicator panel)
 If room is on DND- refer to the SOP on DND rooms.
 Ring bell, announce housekeeping in gentle tone so that the guest inside can hear the voice and
wait for 15 seconds. (If watch not available count 1- 15). If no response ring the bell again and
wait for 13seconds, if no response ring the bell again and
 wait for 10 seconds. If still no response, open the door using the key card, announce
"housekeeping”, open the door slowly and enter.
 In case the bell is not ringing knock on the door thrice and follow the same procedure as above.

 The process of opening the room should be followed irrespective of the status of the room.
 Task: Cleaning of Vacant room.

PROCEDURE

 Check the status of the room

 Follow the procedure for opening the room.
 Inform the supervisor at control desk of location and inform room to be made dirty.- Expected arrival
time can be provided by the FO.
 Check for maintenance job orders, telephone and TV.
 Place fresh Newspapers. Neatly opened up on the coffee table
 Item down service has been provided, straighten the bed, remove the environment card, and place
the runners and cushions after checking the linen for freshness.
 Check for amenities.
 Dust and vacuum the room.
 Disinfect the floor with a wet mop.
 Flush and check W/C.
 Disinfect bathroom and vestibule floor.
 Spray room freshener.
 Inform housekeeping control desk that the room is ready. Take a final look and close the door.
 Task: Procedure of cleaning departure room

PROCEDURE

 Check the status of the Room.

 Follow procedure for opening the room.
 Hang service in progress card on the door handle in front of the door.
 Keep the caddy basket under the vanity counter.
 Check the room thoroughly for Lost & Found including the electronic safe, If anything is
found, follow lost & found procedure. In case the safe is locked, inform desk supervisor
& follow procedure of opening the safe.
 Open the curtains, remove the garbage from the waste bin, collect newspapers, fruits
and flowers. (In case the fruits are fresh, the same needs to be handed over to the IRD
to be given to kitchen Flowers in case are fresh can be utilized by the HK department as
deemed fit.)
 Check for any missing item or any visible damage to the room and fixtures including
linen.
 Inform control desk of missing / damaged items if any and location.
 Check mini-bar and inform front desk (if the guest has just checked out) or control desk
about the consumption and arrange refilling. Put on all lights and check for any fused
bulbs on any other maintenance complaint. Inform at your service to log the
 Remove the used cups and glasses, take them, to the pantry, clean and bring them
back to the room. Use a tray for this purpose and never carry crockery in bare hands.
 Check for hot and cold water in the shower, taps and washbasin
 Flush and check water pressure in the W/C. Check the pressure of the health faucet
 Pour the toilet bowl cleaner in the WC after pushing the water inside. Apply the all over
the surface and leave for 5-10 minutes to act. Close the lid.
 Strip bed and remove pillow covers.
 Remove the soiled room linen and bath linen and drop them in the soiled linen
trolley. Bring fresh linen and leave it in the room.
 Shake the mattress topper and relay it on the bed. Change the topper if stained or
smelling.
 Clean the head board and wall picture if there / align them.
 Unfold the bed sheet standing at one side of the bed and spread it. Then stand at the
head board side and tuck at the side of the bed
 Spread the duvet cover on the reverse and straighten till the head board
 Place the duvet inside the cover.
 Hold the corners and pull so that the duvet gets covered with the duvet cover and
shake lightly so that there is no crease.
 The open end of the duvet cover is to be on the foot side and tuck it neatly. Can be left
loose in case of special guest requirement.
 Give one broad fold near the head side
 Change the pillow covers, check for stains on the pillows
 Place the open ends of the pillow facing each other at the center of the bed and evenly
away from the side of the bed. In case of twin room pillow should face the center
bedside table.
 Place the runners on the foot side and cushions just in front of pillows
 Do dusting from top to bottom in clockwise motion and clean the windows
 Move clockwise replacing supplies simultaneously
 Disinfect the telephones in the room and bathroom.
 Replace the coffee mugs after washing and drying. Replenish tea and coffee supplies.
 Vacuum the room ensuring thorough cleaning under the bed.
 Wardrobe areas to be dusted thoroughly and replenish the supplies.
 Floor to be cleaned by using vacuum cleaner/dry mop/carpet brush according to
the type of the floor.
 Start cleaning the bathroom, wash and rinse all ashtrays and soap dishes in hot
water.
 Spray all-purpose cleaner on the glass and marble surfaces and tiles and gently
clean it Scrub the bath tub with scotch brite / sponge duster and wash with hot
water. Once cleaned, dry the area. using towel duster
 Spray R2 on the glass cubicle and scrub with the scotch brite / sponge and clean
it with hot water and dry it with duster
 All wall tiles to be scrubbed from top to bottom, fixtures to be cleaned and to be
free of water marks.
 Remove the amenities tray from the vanity area and scrub the counter , wipe
dry and replace with amenities.
 Check the hair dryer for any loose connections
 Scrub W/C and flush
 Clean the seat area and wipe dry below the W/C.
 Clean the floor and mop the area.
 Replenish the amenities.
 Make triangle fold and secure the toilet rolls with a sticker.
 Replenish the bath linen.
 Disinfect the vestibule floor.
 Spray the freshener.
 Take a final look for layout and cleanliness and close the door.
 Task: Cleaning of occupied room

PROCEDURE:
 Check the status of the room. Follow procedure of opening a room.
 If guests are present in the room, wish the guest, seek permission to clean the room.
 If guest not in the room, insert the key and start cleaning the room.
 Hang Service in progress card on the main door handle
 Keep the caddy basket under the washbasin counter.
 Open the curtains for the sunlight to enter, remove the garbage from the waste bins and collect the
old newspapers, fruits and flowers.
 Inform supervisor of missing / Damaged items if any and location.
 Check minibar and inform Minibar attendant about the consumption and arrange refilling.
 Put on all lights and check for any fused bulbs on any other maintenance complaint.
 Inform at your service accordingly.
 Inform the supervisor of any valuables found in the room if the guest is not in the room.
 Remove the used mugs and glasses, take them to the pantry, clean and bring them back to the
room. Use a tray for this purpose and never carry crockery in bare hands.
 Check for hot and cold water in the shower, taps and washbasin.
 Flush and check water pressure in the WC. Check the pressure of the health faucet.
 Pour the toilet bowl cleaner in the water closet after pushing the water inside. Lightly scrub and close
the lid.
 Strip bed and remove pillow covers. Before removing the soiled linen check for guest garments on the
bed if found neatly fold and place it on the sofa.
 Remove the soiled room linen and bath linen and leave them in the dirty linen trolley.
 Bring fresh linen and leave it in the room.
 Shake the mattress topper and relay it on the bed Change the topper if stained or smelling.
 Unfold the bed sheet standing at one side of the bed and spread it. Then stand at the head board
side and tuck at the side of the bed.
 Spread the duvet cover on the reverse and straighten till the head board.
 Place the duvet inside the cover.
 Hold the corners and pull so that the duvet gets covered witl1the duvet cover and shake lightly so
that there is no crease.
 The open end of the duvet cover is to be on the foot side and left loose.
 Give one broad fold near the head side.
 Change the pillow covers
 Place the open ends of the pillow facing each otl1er at the center of the bed and evenly away from the
side of the bed
 Place runner on the foot side of the bed and cushions in front of pillows.
 Do dusting and clean the windows
 Move clockwise replacing supplies simultaneously.
 STEPS TO BE FOLLOWED FOR A DEFECT FREE ROOM

1.When the Room is Occupied:

 The Room Attendant enters the room and check for any maintenance requirement
 Inform the operator/housekeeping control desk within 5 mints of entering the room
 The Maintenance request will be initiated/ within 15 mins of the problems being highlighted by
HK/Guest
 The Room Attendant will service the room as per the Standard and check according to Attendant
checklist and will do the EXTRA CLEANING as per scheduled attached
Monday Under bed & Behind furniture's
Tuesday Cobweb cleaning
Wednesda Bathroom Fixtures polishing
y
Thursday Telephone & Switches plate
Friday Minibar cleaning & De-frosting
Saturday Tea-coffee maker de-scaling

Sunday Window cleaning /Pantry

cleaning
 The Supervisor/Manager will check the room as per checklist and clear the room after he is sure
that all Maintenance needs have been address and the room is being Clean as per standard with all
guest supplies.

02. When the room is departure

 The Supervisor/ Manager will identify a departure/unoccupied room in the morning an d room number t o
the engineering and Front office department for maintenance defect. Also blocks the room as status 000
 The maintenance will check the room as per the checklist and handover the room back to housekeeping
 The Room Attendant will service the room as per standard and do the EXTRA CLEANI NG as per scheduled
and check the room according to Room Attendant checklist

1 Shower curtain washing

2 Room Purrugation

3 Shower head cleaning

Bathroom Corner
& tile scrubbing

A/c-grills / Fans /Exhaust -

s cleaning
3. Super-Spring Cleaning of Guest Room (QUARTERLY SCHEDULED)

 The supervisor-Or/Manager will identify a, departure /unoccupied room in the morning

and inform the room number to the engineering And Front office
 The maintenance will check the rooms as per the checklist and handover the
room to housekeeping after a day
 The Engineering& Housekeeping team will check the room as per the
Preventive maintenance checklist. And r o o m will be taken overby housekeeper
aft er all maintenance defect has been addressed
 The Room Attendant will service the roomi15per standard and do the QUATERLY
EXTRA CLEANING as per scheduled. And check according Room Attendant checklist
1 Mattress Rotation
2 Sheer Curtain Washing
3 Sofa Upholstery
cleaning/shampoo
4 Bed runner/ cushion
covers/ skirting dry
cleaning
5 Lamp shade cleaning
 The Supervisor /Manager will check the rooms as per the Spring Cleaning checklist and
ensure that aII maintenance needs are done and the room i's being clean as per standard
and all quarterly extra cleaning has been done asper the scheduled with all guest supplies
and release the room for Guest Arrival..
 Guest Room Certification Checklist

S. Rooms
1 FLOOR CORRIDOR
a Clean.
b Spotless.
c Noiseless.
d Effective A/C.
e Odorless, Smell good.
f Look fresh.
g Good ambience. Lights working, lift landing area phone working.
h Well groomed, Courteous& Smiling Staff.

2 GUEST ROOM ENTRANCE

a Entrance is clean & Appealing
b. Room signage'sare in place
c. Smooth lock operation

3 FLOOR
a. Floor & Carpet freshly vacuumed clean, stain & dust free.
b. Hard surface should be well maintained, gloss level as perstandards

c. No foul Odor, Room should smell good.

4 WALL & CEILING

a. No stained, spots & crack
b. No Dampness, Seepage & Mildew. No cobwebs.

5 UPHOLSTERY: Clean, Stain free, torn, wom out

a. Headboard
b. Bedcover, bed runner
c. Cushion, bolster
d. Curtains (Sheer & Heavy)Sofa, Chair, Ottoman, Pooh.

6 FURNITURE/FIXTURES/WOODEN SURFACES CLEAN,DUSTFREE & WELL

POLISHED
a. Artifacts clean & well maintained.
b. Window/Window ledge clean & free of smudge.
c. All Light fittings & Shades clean & Dust free.
d. Adequate light should be there in room & bathroom.
e. Waste bin clean & in good condition.

7 ALL ELECTRIC EQUIPMENTS & FITTINGS IN WORKING CONDITION

a. Tea/Coffee maker (placement of amenities as per standard).

b. TV & Remote (TV correctly tuned, good reception),
TV on standby mode & TV channel listing should be on
c. Hair dryer, Exhaust
d. Weighing scale.
e. DND/Make my room/Laundry signage working.
f. Mini Safe should be in working condition & open.
g. Switch plates well fitted & in working condition.
h. All telephones are sanitized, smudge free & in working condition &
should have room number sticker

i. All light functioning with correct Illumination.

j. Mini bar clean, working & well stocked as per standard.
All the lamp shades and the fittings are tight.
Refrigerator is chilling and mini bar stocked.
8 A/C
a. Noiseless
b. Effective A/c (Temperature to be set at 220c in vacant rooms)

9 SUPPLIES & STATIONERY

a. All supplies crisp & as per standard.
b. Fresh amenities in place as per service design

10 FLOWERS-IF APPLICABLE
a. Fresh & Aesthetic

11 GUEST BATHROOM
a. Sparkling Bathtub,Washbasin, W.C, Vanity counter.
b. Sparkling Chrome Fixtures.
c. Bathroom floor free from Dust, Hair, Stains & Debris.
Mirror Smudge & stain free(no cracked & chipped)
e. Hot & Cold water Temperature as pe1·standard.
f. Bathtub, Shower, W.C,W.B Water pressure standard.
g. No leaking Taps& no Blockage Drains.
h. Free from Odor.
i. Supplies & Towel as per standard.
j. No faulty Plumbing system.
Shower cubical glass door is clean and smudge free.
Soap dish near bath tub or cubical is clean.
12 GUEST ROOM & BATHROOM LINEN
a. Snow white
b. Crisp
c. Spot less
d. Soft
e. Creaseless
f. Stain & Oil free
g. Linen should smell good & fresh.

13 OVERALL ROOM PRESENTATION

a. Checked from the guest point of view.
b. Confident about the service given.

14 FLOOR CORRIDOR & SERVICE AREAS

a. Wall painting. ceiling painting & shaft door painting.
b. State of soft furnishings-Clean, stain & tear free

c. Maintenance of fire extinguishers & fire exits.

d. Maintenance of service doors
e. Position ofrooters/wall pictures.
f. Service pantry kept clean.
g. Dustbins in pantry are not overflowing.
h. Wardrobe in the pantry is kept locked.

Task: Turn Down Service

PROCEDURE
  Check the status of the room. Enter the room by following the standard procedure of
opening a room.
 If the guest is inside seeking permission to enter the room.
 If a guest refuses, inform the HK supervisor.
 Empty and clean all ashtrays, dustbins and remove room service trays if any.
 Remove the runners and cushions and place them in the wardrobe neatly.
 Fluff the pillows and place them neatly.
 Replenish any used guest amenities.
 Heavy curtains and sheer curtains to be kept close to ensure 100% darkness.
 Check the bathroom for cleanliness and amenities.\ Place the bath mat near the bathtub
and in front of shower cubicle and wipe the floor.
 Check for foot lamp, keep it on Switch on the vestibule light, writing table, pedestal
light and bathroom light.
 Take a final look Close the room gently.
 Enter the details of entering and leaving the room.

DND ROOMS

PROCEDURE
 The room attendant should check all the rooms with DND signage during morning occupancy
 twice during his shift

 Check the arrival time of the guest. If the guest has arrived in the morning, hand over the
information to the evening shift supervisor.

 If the guest is staying for more than a day, check the timing of the last service given and inform
the Lobby manager through the HK desk.

 Lobby Manager contacts the guest on telephone, checks for his well-being and asks for service.
If the guest agrees service is given, if no then checks with the guest when he would like the
room to be serviced.

 If there is no response, the lobby manager checks from the room status report and if the
DND is for more than 12 hrs, he along with the security officer open and check the room
and we should send acknowledge E mail to the guest

 No room to be left unattended for more than 24 hours.

 If the room is not serviced/ laundry not delivered because of DND a message to be slipped
under the door at 15.30 hours for room cleaning and 19.00 hours for laundry delivery to
inform the guest of the same.

Task: Lost and Found Process

PROCEDURE

 Any article found by any staff must immediately be deposited with the HK supervisor.
 In case of valuable items being found, the security department is kept informed.
 Supervisors or department managers must enter the item details in the lost and found
register.
 The article must be packed in a transparent packet with the lost and found deposit slip on
top neatly visible.
 The article will then be stored in the designated locker or cupboard in the
housekeeping d e p a r t m e n t
 Articles are classified under four heads: Perishables, Alcoholic beverages, non valuable
and valuable items.
 Perishables are stored for a day and then handed over to the finder with a non-
returnable gate pass duly signed.
 Any alcoholic beverages found in the room to be deposited with the F&B Controller the same
day with a proper acknowledgement
 Items valued below Rs 1000 can be classified as non-valuable items and can be stored for a
period of 3 months. Post three months a lucky draw to be done for L1 level staff and items
disposed of.
 Articles valued over Rs 1000, cash, jewelry, i pads,watches, mobiles , pen drives etc are to
be informed to the guest via telephone or email . If no response is received then it is stored
for 6 months and then the management takes a decision for disposal of the same.
 classification of the value of the items will be at the discretion of the EHK
 Unit discretion to courier the items to guest on chargeable basis / cost home by hotel.
 The key to the lost and found cupboard to be maintained only by the EHK or the AEIIK.
 A quarterly inventory of the stored items to be taken by the EHK and the Security manager
and a list to be shared with General Manager
 All items disposed at the end of three months to be accompanied by the non returnable
gate pass which should be filed for reference.
 A proper record to be maintained for the items stored, disposed, lett er of intimation to
guests, their reply if any, a copy of the non-returnable gate pass and the lost and found slip.

Cleaning Standards

PROCEDURE

Entrance:
 Room signage to be straight, well aligned, free of dust and stain.
 Door frame to be dust free, hinges free of paint, polish marks.
 Main door closes properly, lock in working condition.
  Door is well polished, frames do not have cracked edges.
 Fire exit plans in place free from dust and stain.

Ceiling:
 Must be well painted, looking good.
 No cracks, brush marks and cobwebs.
 Ceiling lights if any free of paint splashes.
 Mildew Free.
 Smoke detectors, sprinklers free of paint, dust and polish marks.

Walls:
 To be well painted always
 Room skirting to be dust free and well-polished.
 Comers to be cobweb free.
 No cracks.

Switch Plates:
 Free of paint and polish marks.
 Free of gaps between walls and switch plate.
 Clean, fresh looking fitted straight and in working condition.
 No stain or dust.

Window / Window Frames:

 Neat sealing of window frames.
 Frames free of polish and paint marks.
 Locks in working condition.
 Window glass is not cracked or stained
 Dust and cobweb free.
 Double glazing inner and outside areas between glasses free of dust, cobweb
paint or polish.

Window Ledges / Balconies:

 Smooth and well cemented.
 Well painted, free of stains and bird droppings.
 Cobweb free
 Balcony railings well painted and gives a fresh look
Curtain Channels and Curtains:
 Curtain runners have smooth movement.
 Free of paint and polish marks.
 Curtains fastened on either side with stoppers, hooks in place.
 Curtains well pressed, free of creases, fold marks, pleats arranged neatly.
 Curtains 5mm from the floor.
 Curtains have no stains, no tear and are not dusty.

Bed:
 Cot and cot wheels to be in good condition.
 Headboard to be free of dust, stains and pests.
 Mattress neither sagging nor too hard.
 Mattress rotation to be done quarterly.
 Bed linen to be crisp, pure white, no pinholes, tears and stains.
 Duvet to be free from stain, in good condition.
 Pillows to be stain free.
 Mattress toppers to be stain free, in good condition.
 Runners and cushions to be free of stains And damages

Floors:
 To be grit free and sparkling.
 Skirting and corners to be dust free and clean.

Carpet:
 Fresh looking, no stain or tear.
 Carpet well laid without undulations, edges well fitted, and joints even,
free of extra threads.
 Pile lifted, not smelling and clean.

Dusting:
 Behind the doors, over door frames, door handle smudge free.
 Skirting corners, under chairs, sofa, side and insides of drawers.
 Under cot, dustbin, wardrobe, behind sofa, sides and insides of drawers.
 Under cot, dustbin, wardrobe, behind safety locks, hinges, behind curtains.
 TCM Trays,mini bar closet, mini bar fridge, behind fridge, bedside and writing table
Mirror and Glass:
 Scratch, chip, crack and smudge free.
 Free of de- silvering stains.
 Mirror frames to be free of dust, stain or polish marks.

Amenities:
 Placed asper brand standards, all amenities looking fresh and crisp.
 Mini bar Items aligned, names facing the front with in expiry date, labels not damaged
and dust free.

Stationery:
 Placed asper brand standards, crisp and not dog eared.
 Quality of paper as per standard, good printing and smudge free.
 Tent cards base to be dust, smudge free and firm.

Electrical:
 All switches are free of paint
 Bulbs free of dust in working condition.
 Lamp holders not to be loose, console panels working.
 TV: Good reception and instructions for remote usage.

Plumbing:
 Hot and cold-water inflow and outflow. Good water pressure, no leaking taps.
 Bathtub and washbasin have stoppers.
 W/C blockage, water pressure, flush handle working, health faucet working.
 Shower head to be clean with good flow of water.
 Fixture in shining condition, no water marks.

Telephones:
 All telephones inworking condition. One touch button working.
 All wires stringed and sealed neatly with a rubber cord. Cords to be detangled.
 Faceplate as per brand standards.

Air-conditioning:
 AC grills to be free of paint and polish marks.
 Well fitted, free of gaps between walls and thermostat.
 Thermostat settings set as per standard
 Vents clean, drip free, no noise or smell and cool blowing of air.
 AC trap door free of dust and polish marks.

Tidiness:
 Lamp switch placement to be user friendly.
 Straighten lamp shades with the joints facing the wall.
 Wooden hanger's convex side facing the guest.
 Sequence of hangers: wooden, skirt and satin hangers.
 Laundry bags neatly folded and placed in the wardrobe shelf with the logo facing the
guest.
 Coffee mug handle on right, upside down on a coaster.
 Water bottle label facing the guest
  Precisely aligned furniture.
 Pillows touching each other.
 Curtain precision draped.

 Attention to comers.
 All amenities placed neatly.

Bathroom:
 Floors and walls to be stain free and cobweb free.
 Comers well grouted, no mildew, free of hair and grit
 Sparkling fixtures, free of water marks.
 Below wash basin and WC grouting well done and no cement marks.
 Bath tubs free of chip, cracks or stains, Hair or scum.
 Shower cubicle glass free of water marks and to be firm and having no
cracks.
 WC free of stains and sparkling clean.
 WC bend to be checked for cleanliness.
 Task: Preventive Maintenance

PROCEDURE

 EHK to co-ordinate with the FOM to block rooms for preventive maintenance and give the
same to maintenance.
 The room to be blocked for the day.
 The room blocked for preventive maintenance should be informed in the morning
meeting.
 Snag list to be prepared for the room by the HK supervisor and to be given to the
maintenance supervisor and a copy to the CE.
 On completion of all the jobs on the snag list, room to be checked by the HK supervisor and
then endorsed with a signature that all the jobs have been completed.
 Pending issues to be highlighted and informed to the CE/ EHK.
 The routine check should include: FCU cleaning, check electrical fittings, television,
telephone, furniture polishing, paint touchup or full room painting, operation of
channels, door closers, door hinges, plumbing check, plumbing fittings check, flow of
drainage etc. in addition to the snag list given by housekeeping.
 A format for preventive maintenance is attached anthem annexure.

Preparing a room for preventive maintenance:

 Coordinate with front office and block the room

 Remove all the mini bar items from the room.
 Remove all the linen including bath linen from the room and send it to the linen room.
 Remove heavy and sheer curtains,mattresstoppers, bed runner, cushion covers and
then send them to the laundry for washing.
 Remove all guest amenities.
 Place coffee kettle, iron and iron board, all trays neatly on the mattress and cover them
with a discarded cloth
 Cover the lamp shades and all furniture with discarded Pillow cover or with old
newspapers.
 Remove all stationery and bring them back to the trolley.
 Make a snag list of the maintenance work to be carried out in addition to the preventive
maintenance.
 Hand over the list to the maintenance.
 Once the maintenance work is over the HK supervisor checks the room along with the
maintenance team and takes a proper handover.
 Clean the room as per spring cleaning schedule.
 Task: Cleaning and maintaining Public Area

PROCEDURE

 Public area staff to be well groomed and presentable at all times.

 Houseman to follow daily cleaning schedules and record them.
 When cleaning guest movement areas "Cleaning in Progress" signage to be put up to
avoid inconvenience to guests.
 Lost and found procedure to be followed in case of any guest articles found in the
public areas.
 Guest cloak room and lobby to be monitored in regular intervals or as per
schedule.
 Maintenance job orders to be given and follow up to be done.
 Cleaning should be done at regular intervals at high traffic areas.
 Proper caddy to be used while cleaning in public areas.
 Mops to be checked before using in public areas.
 Care to be taken not to leave any cleaning equipment unattended in the public
areas.
 All equipment used to be in good condition.
 Ashtrays to be cleaned at regular intervals.
 Spring cleaning and weekly cleaning to be done asper schedule.

Task: Night Shift Cleaning

PROCEDURE
Lobby:

 Lobby wet and dry mopping, dusting and glass cleaning, water wash of the lobby
to be done at least thrice a week.
 Main porch, lobby managers desk, travel desk and reception thorough cleaning.
 Lobby gents and ladies cloak rooms W/C and floor scrubbing and cleaning.
 Lobby and corridor glass cleaning. (may vary from hotel to hotel)
 Back office thorough cleaning.
 All guest lifts to be thoroughly cleaned

Public Rest Room;

 Gents’ urinals washing and thorough cleaning of toilets.
 Dustbin to be emptied and cleaned.
 Thorough cleaning of ladies toilet

Task: Procedure for collecting the laundry

PROEDURE

 Laundry to be collected every day in the morning by the room attendant while
checking the occupancy at 9- 930 hrs.
 Proper procedure of opening a room to be followed if the guest is not in the room.
 If the guest is in the room, proper phrases to be used. Good morning Mr _ my
name is Can I collect your laundry.
 Laundry collected should be checked in front of the guest for the number of pieces and for
any damage.
 Laundry delivery time should be intimated to the guest.
 In case of guest not in the room, if the laundry slip is filled and the clothes are in the
laundry bag then the same should be picked up after checking the details.
 In case the clothes are in the laundry bag and the slip is not filled, laundry should not be
picked up without checking with the guest or with the HK supervisor. If the supervisor
advises the laundry to be collected , same should be done after filling in the laundry slip
under hotel count column and having it signed by the supervisor.
 The laundry collected should be sent to the laundry immediately.
 Laundry should be collected before 1000 hrs.
 Laundry to be collected on a 24 hrs basis as per the guest requests.

Task: Linen Discard Procedure

PROCEDURE

Linen to be discarded when linen has:

 Torn, Stain, frayed edge, edges torn and holes

 No fluffiness, uneven shape
 Reflectance levels below 80% (dull and discolored)
 All linen should be checked on a daily basis, during soil linen counting and the linen not up
to standard because of stain, torn or discoloration etc. should be kept separately.
 The number of items removed should be entered in the discard register and on a
monthly basis in presence of EHK & a representative from finance department the
item should be stamped as "Discarded".
 Linen once discarded can be put to alternate use.
 USAGE OF DISCARDS:

 Towel discards to be used as tub dusters for cleaning bathrooms.

 Bed linen, if reflectance level is above 80% and only one comer is torn or stained,
double bed sheet can be made into single bed sheets and single bed sheet if in good
condition, can be stitched into pillow covers.
 Bed linen in bad shape can be used as dusters for dusting.

Task: Garbage Segregation

PROCEDURE
 Every Room attendant should carry three garbage bags in the trolley.
 One Garbage bag should be used exclusively for plastics and glass, one for dry
garbage and one for wet garbage.
 Newspapers and Magazines removed from rooms should be neatly arranged in the pantry and
the same to be neatly placed in the garbage room in a designated area.
 Dry Garbage contains dust, paper, pl a s ti c s etc.
 Used soaps, ash from ash trays, used tea bags etc should be put in a wet Garbage bag.
 These garbage bags should be sealed and kept in the Garbage room after the shift.
 Each shift should ensure that the bags are neatly placed in the garbage room and the garbage
should be segregated in the floor level only.
 The same procedure is to be followed by the Public area houseman,
 Before throwing the garbage and dust, the room attendants should ensure that the garbage
they throw from the rooms does not contain any guest belongings or amenities.

Task: Maintenance of heavy curtains

PROCEDURE

 Heavy curtains should be dry-cleaned only once a year unless it is heavily stained and
required immediate attention.
 Black out cloth can be removed from the curtain and sent for a wash every 6 months or
whenever it is stained
 Sheer curtains should be washed every time the room is taken on preventive maintenance
or may be early if stained.
 Length of the curtains should be 1/2 inch above the ground.
 Record of the day the curtains are washed is to be maintained.

Task: Mini Bar Handballing

PROCEDURE

 Mini bar is checked by the Minibar attendant on daily basis

 If there is any consumption, Minibar attendant updates the consumption register and refills the
same on the spot. Once all the rooms are checked the posting is done in control desk my
Minibar attendant, the bill are then handed over to front office.
 Posting of consumption during night shift and early hours is to be done by the Front office using
proper item codes in FO module of IDS.
 Supervisors to ensure rooms are cleared only after the mini bar is stocked.
 Control desk to maintain a register of consumption and replenishment and should report any
shortages or guest refusals after every shift. NCKOTs or spoilages should be made on a daily
basis and signed by the EHK and GM.
 Weekly inventory of mini bar to be done by the EHK and any discrepancies to be reported.
 15th of every month to be dedicated to check all items for expiry dates and items changed
accordingly.
 Front office to inform the HK about all checkout so that the room mini bar can be
 checked and consumption charged to the guest.
 Last day of the month to be dedicated for Minibar inventory along with F&B Controller