Housekeeping Manual

1
ARCHIPELAGO INTERNATIONAL INDONESIA
HOUSEKEEPING MANUAL
January 2022
V005 01-01-20222
Archipelago International Indonesia,

Wisma Staco, 3rd floor, Suite 100,
Jl. Casablanca Kav 18
Jakarta 12870
T: 021 8318800 F: 021 8317180
www.ArchipelagoInternational.com
www.Archipelago-International.com
www.ArchipelagoBaliHotels.com
www.AlanaHotels.com
www.KamuelaVillas.com
www.QuestHotels.com
www.NeoHotels.com
www.FaveHotels.com
OBJECTIVES OF THE MANUAL
This Departmental Operational Manual is to be used by all department staff members. It explains our
department policies and procedures, rules, regulations, and standards of performance.
The manual includes definitions of the operational function of each department section and the scope and
duties of each team member.
By referring frequently to the manual, we can ensure that we maintain a consistently high standard of
performance in toolur daily operations.
To be effective , employees, department and division heads, and the general managers should constantly
review the manual. All suggestions received from staff members on ways to improve the manual will be
carefully considered and changes implemented upon approval.
UPDATING THE MANUAL
The organizing of the Departmental Operational Manual is one of the key responsibilities of Division Heads
and their respective Heads of Department. The General Manager will approve the manual.
This manual is prepared using Microsoft Word 98 software to simplify the process of updating information.
Information contained in the manual should be updated at least once a year.
Manuals are updated using the following procedures:
1. The Head of Department reviews materials contained in the manual to determine whether updates
are needed.
2. A complete review of the manuals must be performed annually by March 31.
3. Bring recommended changes to the attention of the Division Head or executive member.
4. The Division Head approves changes and proposes them to the General Manager.
5. Once the changes have been approved, the Division Heads implements them.
6. The Division Head updates the relevant computer disks; issues updated printed inserts, and sends
the inserts to all holders of the manual.
7. All policy changes require the approval of the General Manager.
PRIVATE PROPERTY
Contains private and/or proprietary information

May not be used or disclosed outside Archipelago International
Except pursuant to a written agreement.
MANUAL REVISION & APPROVAL RECORD
SECTION REVISED
DATE DIVISION HEAD GM

REVISION
COMPLETED SECTION TITLE PAGE #S SIGNATURE SIGNATURE
AUTHOR’S
NAME
PRIVATE PROPERTY

TABLE OF CONTENTS
Page
TOPIC P&P NUMBER ITEM OF POLICY & PROCEDURE Number
Objectives of the Manual & Updating the Manual

Manual Revision & Approval Record
Table of Contents 1
001-HSKP-PP-V003-1-1-2022 The Document Matrix 9
002-HSKP-PP-V003-1-1-2022 Mandatory Service 10
003-HSKP-PP-V003-1-1-2022 Golden Rules 11
HOUSEKEEPING MANAGEMENT
004-HSKP-PP-V003-1-1-2022 Setting Goals 14

005-HSKP-PP-V003-1-1-2022 Housekeeping Supervisors' Meeting 15
006-HSKP-PP-V003-1-1-2022 Housekeeping General Staff Meeting 16
007-HSKP-PP-V003-1-1-2022 Housekeeping Briefings 17
008-HSKP-PP-V003-1-1-2022 Guest Supplies Control 19
009-HSKP-PP-V003-1-1-2022 Cost Savings (Par Stock & Control) 21
010-HSKP-PP-V003-1-1-2022 Storeroom 22
011-HSKP-PP-V003-1-1-2022 Loan of Items to Guests 23
012-HSKP-PP-V003-1-1-2022 Loss/Breakage/ Spoilage Report 24
013-HSKP-PP-V003-1-1-2022 Guest Feedback 25
014-HSKP-PP-V003-1-1-2022 Guest Complaints 26
Policies 015-HSKP-PP-V003-1-1-2022 Hotel Site Inspections 27
& Procedures
016-HSKP-PP-V003-1-1-2022 Handy Talky Control System 28
017-HSKP-PP-V003-1-1-2022 Towel Set-Up 29
018-HSKP-PP-V003-1-1-2022 Color Code for Cleaning 30
019-HSKP-PP-V003-1-1-2022 Department Succession Plan 31
HOUSEKEEPING STAFF ISSUES
020-HSKP-PP-V003-1-1-2022 Staff Attendance 36

021-HSKP-PP-V003-1-1-2022 Signing In & Out 37
022-HSKP-PP-V003-1-1-2022 Grooming & Appearance 38
023-HSKP-PP-V003-1-1-2022 Basic Services Standards 39
024-HSKP-PP-V003-1-1-2022 Handling Complaints 41
025-HSKP-PP-V003-1-1-2022 Telephone Manners 42
026-HSKP-PP-V003-1-1-2022 GUest room key Control 43
HOUSEKEEPING SUPERVISOR
PRIVATE PROPERTY

027-HSKP-PP-V003-1-1-2022 Supervisor Daily Tasks 44
028HSKP-PP-V002-1-1-2022 Allocations and Room Assignment 46
029-HSKP-PP-V003-1-1-2022 VIP and Suite Guest Room Inspection 48
030-HSKP-PP-V003-1-1-2022 Room Reconciliations 49
031-HSKP-PP-V003-1-1-2022 Room and Public area Inspection 53
032-HSKP-PP-V003-1-1-2022 Supervisor End Of Day Tasks 54
Page
ROOMS
033-HSKP-PP-V003-1-1-2022 Quality Control 56

034-HSKP-PP-V003-1-1-2022 Inspecting the room 57
035-HSKP-PP-V003-1-1-2022 Room Checklist 59
036-HSKP-PP-V003-1-1-2022 Inspecting the Bathroom 60
037-HSKP-PP-V003-1-1-2022 Inspecting Stay Over Room 61
038-HSKP-PP-V003-1-1-2022 Checking a check Out Room 62
039-HSKP-PP-V003-1-1-2022 Out of Order Room and Out of service 63
Do Not Disturb / Double Lock Procedure
040-HSKP-PP-V003-1-1-2022 65
SERVICING GUEST ROOMS
041-HSKP-PP-V003-1-1-2022 Guest Room Cleaning sequence - 6 Basic steps 68

Policies
042-HSKP-PP-V003-1-1-2022 Room Attendant daily Tasks 70
&
043-HSKP-PP-V003-1-1-2022 Room Attendant End Of Shift 72
Procedures
044-HSKP-PP-V003-1-1-2022 Priority in Cleaning Guestrooms 73
045-HSKP-PP-V003-1-1-2022 Checking Room Status 74
046-HSKP-PP-V003-1-1-2022 Room assignments 75
047-HSKP-PP-V003-1-1-2022 Room AttendantTrolley 76
048-HSKP-PP-V003-1-1-2022 Cleaning Supplies Caddy 77
049-HSKP-PP-V003-1-1-2022 Moving & Parking Trolley Carts 78
050-HSKP-PP-V003-1-1-2022 Entering Guest Rooms to Clean 79
051-HSKP-PP-V003-1-1-2022 Making The Beds 80
052-HSKP-PP-V003-1-1-2022 Cleaning the Bathroom 81
053-HSKP-PP-V003-1-1-2022 Cleaning the Bathtub and Shower 82
054-HSKP-PP-V003-1-1-2022 Cleaning the Bathroom Sink and Countertop 83
055-HSKP-PP-V003-1-1-2022 Cleaning the Toilet 84
056-HSKP-PP-V003-1-1-2022 Moving the Cleaning Caddies 85
057-HSKP-PP-V003-1-1-2022 Cleaning Mirrors 86
058-HSKP-PP-V003-1-1-2022 Cleaning Ashtrays & Cleaning trash bin 87
PRIVATE PROPERTY

059-HSKP-PP-V003-1-1-2022 Placement of towels and set up 88
060-HSKP-PP-V003-1-1-2022 Facial Tissue and Toilet Paper 89
061-HSKP-PP-V003-1-1-2022 Replacing Amenities 90
062-HSKP-PP-V003-1-1-2022 Wardrobe 91
063-HSKP-PP-V003-1-1-2022 Dusting 92
064-HSKP-PP-V003-1-1-2022 Cleaning the Refrigerator 93
065-HSKP-PP-V003-1-1-2022 Vacuuming the room 94
066HSKP-PP-V003-1-1-2022 Evening Turndown Service 95
067-HSKP-PP-V003-1-1-2022 Shoe Polishing 96
068-HSKP-PP-V003-1-1-2022 Guestroom Master General Cleaning Plan 98
069-HSKP-PP-V003-1-1-2022 Mattress Turning & Testing 99
070-HSKP-PP-V003-1-1-2022 Water Jug set Up in the room set up 100
071-HSKP-PP-V003-1-1-2022 Packing room b;locked for Preventive
Maintenance
072-HSKP-PP-V003-1-1-2022 Time and Procedure Vacuuming Corridors
073-HSKP-PP-V003-1-1-2022 Housekeeping Close room | Floor Procedure
074-HSKP-PP-V003-1-1-2022 Pest Control
075-HSKP-PP-V003-1-1-2022 Housekeeping Closedown Procedure
076-HSKP-PP-V003-1-1-2022 Safety Cleaning the surface in public area
077-HSKP-PP-V003-1-1-2022 Public area precautionary and Preventive
Procedure for infectious disease
078-HSKP-PP-V003-1-1-2022 Personal hygiene precautionary preventive
procedure for infectious diseases
079-HSKP-PP-V003-1-1-2022 Room cleaning precautionary & preventive
procedure for infectious diseases
080-HSKP-PP-V003-1-1-2022 Procedure of cleaning paramedic / doctor room
081-HSKP-PP-V003-1-1-2022 Disinfectant and cleaning of room confirmed
with infectious diseases
082-HSKP-PP-V003-1-1-2022 Human Trafficking
083-HSKP-PP-V003-1-1-2022 Re Opening hotel after closed down
084-HSKP-PP-V003-1-1-2022 Room sterilization using UV Light
085-HSKP-PP-V003-1-1-2022 Pillow Condition
086-HSKP-PP-V003-1-1-2022 Guest Prayer Equipment Set Up in the room
087-HSKP-PP-V003-1-1-2022 Entering Stayover Villa
088-HSKP-PP-V003-1-1-2022 Villa Maintaining and care of door
089-HSKP-PP-V003-1-1-2022 Villa Do not disturb
090-HSKP-PP-V003-1-1-2022 Villa Bathtub Cleaning
091-HSKP-PP-V003-1-1-2022 Confidentiality of guest information
092-HSKP-PP-V003-1-1-2022 Handling Mini bar Replacement
093-HSKP-PP-V003-1-1-2022 Maintaining and cleaning RBS
094-HSKP-PP-V003-1-1-2022 Lost and Found Procedure
SERVICING PUBLIC AREAS
PRIVATE PROPERTY

095-HSKP-PP-V003-1-1-2022 Public area daily task
096-HSKP-PP-V003-1-1-2022 Public area end of shift
097-HSKP-PP-V003-1-1-2022 F&B outlet cleaning
098-HSKP-PP-V003-1-1-2022 Lobby cleaning
099-HSKP-PP-V003-1-1-2022 Cleaning the ashtray and trash bin
100-HSKP-PP-V003-1-1-2022 Clean the stair hand railing and all glass surface
101-HSKP-PP-V003-1-1-2022 Carpet and furniture upholstery vacuuming
102-HSKP-PP-V003-1-1-2022 Daily public restroom cleaning
Page
103-HSKP-PP-V003-1-1-2022 Daily corridors cleaning and guest lift 101

104-HSKP-PP-V003-1-1-2022 Daily office cleaning 103
105-HSKP-PP-V003-1-1-2022 Cleaning employee lockers room 104
106-HSKP-PP-V003-1-1-2022 High dusting 105
107-HSKP-PP-V003-1-1-2022 How to dust furniture 106
108-HSKP-PP-V003-1-1-2022 How to dust floor dusting 107
109-HSKP-PP-V003-1-1-2022 How to scrub the floor 108
110-HSKP-PP-V003-1-1-2022 Cleaning and caring of mirror picture and
109
window glasses
111-HSKP-PP-V003-1-1-2022 Wooden partition cleaning 110
112-HSKP-PP-V003-1-1-2022 Spot cleaning carpet 111
113-HSKP-PP-V003-1-1-2022 Chemicals product, application and
112
recommendation
Policies 114-HSKP-PP-V003-1-1-2022 Public area master general cleaning plan
& Procedures 115-HSKP-PP-V003-1-1-2022 Cleaning and care of washable of wall (washable
wash)
116-HSKP-PP-V003-1-1-2022 High pressure cleaning
117-HSKP-PP-V003-1-1-2022 Manual for stain r
STAFF UNIFORMS
118-HSKP-PP-V003-1-1-2022 Control of Uniform

119-HSKP-PP-V003-1-1-2022 Uniform cleaning control
120-HSKP-PP-V003-1-1-2022 Issuing the new uniform to the new employee
and terminated employee
121-HSKP-PP-V003-1-1-2022 Uniform for part time / temporary employee
122-HSKP-PP-V003-1-1-2022 Marking and Damaged uniform
HOUSEKEEPING EQUIPMENT
123-HSKP-PP-V003-1-1-2022 List Of Equipment Housekeeping 116
PRIVATE PROPERTY

124-HSKP-PP-V003-1-1-2022 Equipment Procedures 118
125-HSKP-PP-V003-1-1-2022 Equipment Write off and Disposal 119
126-HSKP-PP-V003-1-1-2022 Equipment Receiving 120
LINEN HANDLING
127-HSKP-PP-V003-1-1-2022 Linen control 121

128-HSKP-PP-V003-1-1-2022 Par stock and storage 122
129-HSKP-PP-V003-1-1-2022 Laundry flow
130-HSKP-PP-V003-1-1-2022 Discard Linen
131-HSKP-PP-V003-1-1-2022 Linen room shelving
132-HSKP-PP-V003-1-1-2022 Linen requisition
133-HSKP-PP-V003-1-1-2022 Linen Inventory
134-HSKP-PP-V003-1-1-2022 Damaged and Repair 124
135-HSKP-PP-V003-1-1-2022 Exchange Systems 126
136-HSKP-PP-V003-1-1-2022 Articles Handling 127
137-HSKP-PP-V003-1-1-2022 Linen Cleanliness 128
138-HSKP-PP-V003-1-1-2022 Linen Par 129
Page
TOPIC P&P NUMBER ITEM OF POLICY & PROCEDURE
Number
LOST & FOUND (L & F) PROCEDURES
094 -HSKP-PP-V003-1-1-2022 Lost and Found Procedure 130

139 -HSKP-PP-V003-1-1-2022 Lost & Found Mail Procedure 131
140 -HSKP-PP-V003-1-1-2022 Lost & Found Inquiry 132
141 -HSKP-PP-V003-1-1-2022 Lost & Found Property 133
142 -HSKP-PP-V003-1-1-2022 Returning L & F Property - Directly to Owner 135
143 -HSKP-PP-V003-1-1-2022 Returning L & F Property - By Mail to Owner 136
Policies Returning L & F Lost & Found Property –
144 -HSKP-PP-V003-1-1-2022 138
& To Finder
Procedures 145-HSKP-PP-V003-1-1-2022 Disposing L & F Property 139
POOL PROCEDURE
146-HSKP-PP-V003-1-1-2022 Attendant starting the day 140
147-HSKP-PP-V003-1-1-2022 Pool Attendant Service 141
148-HSKP-PP-V003-1-1-2022 Maintain Pool Towel Level 142
149-HSKP-PP-V003-1-1-2022 Pool Water Condition 143
150-HSKP-PP-V003-1-1-2022 Outside Guest 144
151-HSKP-PP-V003-1-1-2022 Vacuuming the pool
152-HSKP-PP-V003-1-1-2022 Scrubbing the pool floor
PRIVATE PROPERTY

153-HSKP-PP-V003-1-1-2022 Pool standard Checklist
SOP - 043 = ENG Swimming pool maintenance
LAUNDRY OPERATION
154-HSKP-PP-V003-1-1-2022 Guest Laundry Presentation
155-HSKP-PP-V003-1-1-2022 Laundry Valet Service
156-HSKP-PP-V003-1-1-2022 Guest Laundry Check sequence
157-HSKP-PP-V003-1-1-2022 Laundry Order Taking
158-HSKP-PP-V003-1-1-2022 Guest garment finishing quality control
159-HSKP-PP-V003-1-1-2022 Sorting function sequence
160 HSKP-PP-V003-1-1-2022 Sorting Categories
161-HSKP-PP-V003-1-1-2022 Linen Processing
162-HSKP-PP-V003-1-1-2022 Washroom function sequence
163-HSKP-PP-V003-1-1-2022 Drying area function sequence
164-HSKP-PP-V003-1-1-2022 Flatwork function sequence
165 HSKP-PP-V003-1-1-2022 Uniform laundering process
166-HSKP-PP-V003-1-1-2022 Laundry daily operation
167-HSKP-PP-V003-1-1-2022 Dirty soil laundry pick up
168-HSKP-PP-V003-1-1-2022 Linen Chute
GENERAL HOUSEKEEPING TERM
169-HSKP-PP-V003-1-1-2022 General Housekeeping Term
PREVENTIVE MAINTENANCE / ASSET MANAGEMENT PROGRAM - (Housekeeping/Engineerin

170-HSKP-PP-V003-1-1-2022 Handyman
Page
TOPIC JD NUMBER JOB DESCRIPTIONS
Number
001-HSKP-JD-V003-1-1-20222 Executive Housekeeper 150

002-HSKP-JD-V003-1-1-20222
Assistant Executive Housekeeper 152
GUESTROOMS
003-HSKP-JD-V003-1-1-20222 Floor Housekeeper / Supervisor 153

Job 004-HSKP-JD-V003-1-1-20222 Room Attendant 155
Descriptions 005-HSKP-JD-V003-1-1-20222 Housekeeping Clerk / Order Taker 160
PUBLIC AREAS
006-HSKP-JD-V003-1-1-20222 Housekeeping Public Area 161

007-HSKP-JD-V003-1-1-20222 Public Area Supervisor 162
008-HSKP-JD-V003-1-1-20222 Public Area Attendant (Morning) 164
PRIVATE PROPERTY

009-HSKP-JD-V003-1-1-2022 Public Area Attendant (Evening) 165
LAUNDRY
010-HSKP-JD-V003-1-1-2022 Laundry Supervisor 169

011-HSKP-JD-V003-1-1-2022 Valet Attendant 170
012-HSKP-JD-V003-1-1-2022 Uniform Attendant 172
013-HSKP-JD-V003-1-1-2022 Laundry Checker 173
014-HSKP-JD-V003-1-1-2022 Dry Cleaner 174
015-HSKP-JD-V003-1-1-2022 Washer 175
016-HSKP-JD-V003-1-1-2022 Presser 176
017-HSKP-JD-V003-1-1-2022 Flatwork Ironer 177
HOUSEKEEPING GENERAL
The Housekeeping commitment is to exceed the customers expectations through :

● Anticipating the guests’ needs
● Friendly, personalized and efficient service
● Providing a perfectly clean, neat & organized environment
The Mission of Housekeeping :
Through effective communication and cooperation with others Department the team will provide
valued to the guest with the excellent service standard and efficient service to achieve the guest
satisfaction
Housekeeping is perhaps the most important support department within the hotel and especially
to the front office.
It is part of the Housekeeping job to inspect rooms before they are available for sale, clean
occupied and vacant rooms and communicate the status of guestrooms to the front office. We also
ensure that the hotel ,public area and gardens are maintained and cleaned at the highest standard
possible.
PRIVATE PROPERTY

The relationship of other Department to Housekeeping Department
Teamwork between housekeeping and all other departments is essential for effective operations. It
is useful to note that the more familiar housekeeping and other personnel are with each other’s
departmental procedures, the smoother the relationship is likely to be between the two or more
departments.
The centrality of Housekeeping makes the department an exciting and interesting place to work. It
is the department that has legitimate access to all other departments, to assist them in the success
of their operation.
The functions of the Housekeeping Department

The cleanliness and care of the entire property. This covers all guest rooms, public areas, back of
house areas, all offices,the swimming pool, the restaurant, Lobby and Pool ,gardens and indoor
plants and all the furniture, fittings of the hotel.
The important of standards

To develop and enforce standards within each job task that all Housekeeping team may have to
perform, so that all guests are treated similarly and share a similar guest experience. The standards
set as described below ensure that all our guests receive a turndown service in the evening and
the turndown service. This service has to be standardized so that all guests receive the same
service.
From a position's job description, we can develop a “job list” that simply outlines what the
employees’ tasks are in performing a job. These tasks reflect the total responsibilities of the job.
Performance standards are the specific, observable, measurable steps that an employee must take
to accomplish the tasks.
The Performance Standards ( evry task carries its own standard )

For Instant
● The quantity and positioning of all bathroom guest amenities
● The quantity and positioning of all guest-room supplies
● The bedding standard of all guest room
● The sequence and type of chemicals and equipment used for cleaning.
● The procedures for serving guests and attending to their needs
● The sequence of events of cleaning guests’ clothes, wrapping the clothes and returning
them to the guest.
● The standard of care and maintenance in the gardens.
PRIVATE PROPERTY

POLICIES & PROCEDURE
HOUSEKEEPING DEPARTMENT
Subject: DOCUMENT MATRIX No: 001 - HKPP-V003-1-1-2022
EffEctive Date: January 2022 Supersedes: Total Page(s): 1
Issued by: Corporate EHK Reviewed & Approved by Winston Hanes Distributed: All HK Departments
General Overview.
● The Document Matrix is used by our company to control all of our SOP and P&P
documents and to allow GM’s and Executive Secretary’s to see what documents are
available and what the latest versions of the documents are.
PRIVATE PROPERTY

● The Doc Matrix is kept on Google Drive and you should get access from the head
office so you can check it on a monthly basis. These documents are also available on
the Operational Microsites.
● The docs required can be requested to head office and they will be emailed to you.
● Our docs are updated frequently so you should check for the latest versions on a reg
Subject: P & P - Mandatory Service No: 002 - HKPP-V003-1-1-2022
Effective Date: January 2022 Supersedes: Total Page(s): 1
Distributed: All HK
Issued by: Corporate EHK Reviewed & Approved by Winston Hanes
Departments
General Overview.
● As well as our normal services mentioned on our SOP’s and Golden Rules, we also have a
policy called Mandatory Services.
● You should have this document which outlines the Mandatory Services which must be
provided in your brand/class of hotel. You need to make sure you have the latest doc by
regularly checking the document matrix.
● These things are a minimum of services that must be provided (Mandatory) but the GM
may add other services of course depending on the market and guest requirements.
● As the EHK you must ensure that the Mandatory services relating to your department are
implemented.
PRIVATE PROPERTY

Subject: P & P - Goldenrules No: 003- HK PP-V003-1-1-2022
Issued by: Corporate EHK Reviewed & Approved by: Winston Hanes Distributed: All HK Departments
General Overview.
● We use Golden Rules for every department and function within the departments.
● The Golden Rules are the very basics and every item must be followed and implemented at
your hotel.
● The EHK is responsible for making sure that all HK staff follow the Golden Rules and that
they are trained and retrained on a regular basis.
● You should make sure that you
1. Have the latest versions – check the Document Matrix;
2. They are laminated and displayed in the HK area for all to see
3. Train staff regularly;
4. Go through them and make sure they are all implemented;
PRIVATE PROPERTY

● The following is the full list of Golden Rules available;
1. General Manager 16. Sales & Marketing
2. Accountant 17. E-commerce & Reservations
3. Accounts Payable 18. Information & Technology
4. Accounts Receivable 19. Engineering
5. Cost Control 20. Food & Beverage Service
6. Credit Manager 21. Kitchen
7. Finance Controller 22. Outlet Cashier
8. General Cashier 23. Front Office
9. Income Audit 24. Housekeeping
10. Paymaster 25. Concierge and Bell Service
11. Purchasing 26. Laundry
12. Receiving 27. Security
13. Storekeeper 28. Handling Babies
14. Summary Finance Additional 29. Lifeguard – Pool Attendant
15. Public Relations 30. Spa & Fitness
HOUSEKEEPING GOLDEN RULES - ROOMS

V010 01-01-2022
GENERAL
1. In all Public Areas, Employees always spontaneously and proactively greet Guests with a warm
smile, welcoming eye contact (e.g.: Good Morning / Good Afternoon / Good Evening"). -
Follow Archipelago Greeting Standard.
2. If an Employee is vacuuming Room corridors and Guest approaches, the Employee politely
turns the vacuum off until the Guest is 3 meters/10 feet past the area. The Employee extends
appropriate greeting as mentioned in Archipelago Greeting Standard
3. All Housekeeping Employees - whether contracted or employed by the hotel - are always well
groomed and impeccably dressed (uniforms are clean, pressed and well fitted). Employees
demonstrate attention to detail and portray the brand's values.
4. Personal grooming up to standard when reporting on duty, the employee will be asked to put
right before being allowed to start duty (refer to Archipelago grooming standard)
PRIVATE PROPERTY

5. Employees always respect and protect Guest privacy. Guest names, room numbers or any
information are never communicated without the express permission of the Guest (including
rooming lists).
6. Guest requests are responded to within 15 minutes, always follow up if it is a request through
another department and understand the importance of the task and the assignment especially
to the area assigned by superior and know what to do to deliver the standard
7. Always alert for any suspicious person/items around the hotel area and report it accordingly to
security for further follow up
8. Unattended items found in the hotel area or guest room should be reported as lost and found
item (refer to Lost and Found Procedure)
9. Housekeeping Employees must have good knowledge of cleaning chemicals, tools and
machineries. Never apply high acid chemicals (low ph) to marble/ granite surfaces and always
clean and wash all housekeeping machines, tools and equipment after use and always clean
the machinery pad holders and pads must be hung on the wall in housekeeping store after
used
10. Implement general cleaning periodically for guest rooms, public areas and back of the house
Implement general cleaning periodically for guest rooms, public areas and back of the house by
following the cleaning schedule such as : 1 .Prepare extra shower heads for changing - all
shower heads should be changed once per month - so if you have 90 rooms then you need 3
extra so that 3 can be changed each day - after one month all have been changed - keep track
of which rooms have been done.| 2. Hand basins in the rooms should be hand polished once
per month so if you have 90 rooms then 3 rooms should be done each day - keep track of which
rooms have been done.
11. Use products on a system first-in-first-out (FIFO) basis to reduce the chance of material
deterioration.
12. Organizing your day – (Follow the step Opening and Closing of duty)
PRIVATE PROPERTY

13. All Employees are trained on emergency evacuation, fire detection system, safety and security
and know how to handle an evacuation, where the emergency shut-off equipment (water,
electricity and gas, etc.) is located and how to handle it properly.
14. Employee training 7 hours per person per month must be followed, recorded, signed and
stored in the Housekeeping Office and in the month report sent to the corporate housekeeping
and human resources
ROOM
15. Housekeeping trolleys and caddies are always neat, clean and organized. Housekeeping
trolleys, caddies’ and other equipment are never left in the corridors when not in immediate
use. Housekeeping trolleys, caddies and other equipment never block Guest's path in the
corridors or other public areas
16. HK trolley should be clean and set up follow the standard trolley set up Housekeeping Carts ,
parking in front of guest room during room make up and re-stocked each evening
17. Standard setups for each room category and trolley set up must be photographed and
displayed and the picture document - (bed set-up, amenities set up, towel set-up, etc. -) (refer
to AII standard) to share in Whatsapp Group and attendant to kept all the document in their
mobile phone
18. Cleaning Equipment such as cloth, sprayers and bottles to follow the standard such as the color
code standard must be used and displayed in the Housekeeping Attendant mobile phone
(Refer to AII standard color code policy). All bottles and chemical containers must be labeled
with the product name - referring to MSDS (Material Safety Data Sheet) and Carry caddy must
be clean with proper cleaning tools
19. Entering Guest Room follow the standard procedure (refer Entering Guest Room SOP)
The Room Attendant knocks on the Guest Room door/rings the bell and introduces
him/herself (e.g.: "Housekeeping, Good Morning / Good Afternoon / Good Evening, etc."). If a
Guest is present, the Housekeeper greets the Guest by name and asks if this is a convenient
time to service the Guest Room.
If after knocking on the door and waiting for 30 seconds, it is determined the Guest is not
present, the Employee opens the door slowly and enters the room, announcing him/herself:
(e.g.: "Housekeeping, Good Morning / Good Afternoon / Good Evening", etc.
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If Guest declines the service, the Room Attendant either agrees on the best timing to come
back or informs Guest that the room can be prepared for the night at his/her preference by
contacting Operator or Front Office and wrote in the task sheet guest refused
20. If a Guest makes a request for admittance into a room, the Room Attendant politely declines
and explains it is not allowed to protect Guest's safety. The Room Attendant assists to contact
the Front Desk or contact the Front Desk themselves for Guest assistance. (HK staff must never
open a door for a guest who says they have been locked out of their room - politely ask them
to go to the front office and ask for another key card.)
21. Never give your key card to anyone and make sure the Room Attendant on the floor is trained
not to use the floor master key to open a room for a guest or someone who says he or she is a
guest – (refer them to the Front Desk)
22. Follow the brand hotel guidelines such as:

● All the collateral such as Room directory,Room service menu,Eco Green ,TV channel Guide,
Shoe shine service, Pillow menu all place in QR code
● Do not tuck in duvet covers under the mattress - refer to standard set up.
● Change linen follow changing linen standard
● All mattresses in guest rooms must be turned according to the labeled schedule.
● Hand soaps in guest bathrooms should only be changed every 3 days or when specifically
requested by the guests or after checking out
23. Report the Maintenance issue while servicing the rooms such as
● Check if all light bulbs, TV remote controls and AC remote controls are working well and
report any problems to engineering
● Clean telephones handle and remote TV to make sure they are smell free (Check carefully
for hair and earwax) as well telephone in working condition if not report to engineering
24. All missing items in the room must be recorded properly for the lost/breakage report and
immediately reported to the Front Office.
25. For extra beds in rooms – remember to also add extra towels, extra amenities, extra water
etc,for the extra guest.
26. All vacant dirty rooms must be cleared by 3 pm.
27. The Housekeeping team must know and be aware of the signs of Human Trafficking.
The staff must understand the hotel handling policies and how to identify the critical
intervention points if there are signs of Human Trafficking ( Refer to SOP Human Trafficking No
64 HKPP - V001 12-2- 2021 )
PRIVATE PROPERTY

28. DISCREPANCY REPORT - Always verify room discrepancy by physical inspection
To prevent manipulation (staff doing the check in but not registering guests in the system), all
discrepancy rooms (from Housekeeping room status report) must be clarified with a physical
check, it is a very important task to be done every shift, morning, afternoon by 11 am and 5
pm. (At the same time, housekeeping will be able to check any issues or if the room needs to
be freshened up)and submit it to FO and Accounting . all the document signed by HK | FO |
Finance and GM or HM
29. Room attendant workload must be assigned using a credit system instead of by sections
30. 6 Basic Cleaning steps for the cleaning of the rooms should be tested every 2 months per
attendant to measure the speed and quality of the room as per standard and test to be follow
and monitoring by Housekeeping leader ,Human Resource and Hotel Manager or General ( Test
per attendant to follow standard 22 minutes per room )
31. PAR (Per Available Room) cleaning cloth needed to ensure smooth operation of the hotel is 3
PAR for safety stock needed to clean the room and is followed by a color code (One cleaning
cloth is used for a maximum of 5 to 6 rooms)
32. Room Attendants must wash and sanitize their hands frequently as follows.
▪ After cleaning the rooms
▪ Before meal
▪ After using washroom
▪ Wash your hands regularly
HOUSEKEEPING GOLDEN RULES - PUBLIC AREA V011 01-01-2022
GENERAL
1. In all Public Areas, Employees always spontaneously and proactively Greet Guests with a warm
2. If an Employee is vacuuming public areas and Guest approaches, the Employee politely turns
the vacuum off until the Guest is 3 meters/10 feet past the area. The Employee extends
PRIVATE PROPERTY

3. All Housekeeping Employees - whether contracted or employed by the hotel - are always
well-groomed and impeccably dressed (uniforms are clean, pressed and well fitted). Employees
rooming lists).
security for further follow-up
9. Housekeeping Employees must have good knowledge of cleaning chemicals, tools, and
used
10. Implement general cleaning periodically for public areas and back of the house Implement
general cleaning periodically for public areas and back of the house by following the cleaning
schedule such as:
▪ Prepare extra shower heads for changing - all showerheads should be changed once per
month. Hand basins in the public area should be hand polished once per month - keep
track of which area has been done.
deterioration.
electricity and gas, etc.) is located and how to handle it properly
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PUBLIC AREA
1. Sidewalks outside the hotel are maintained in clean, clear and safe condition always.
2. The lobby seating areas are always spotlessly clean, free of soiled bar service ware such as
cups, glassware, cutlery, napkins, etc.
3. All supplies in public restrooms are always well-stocked. Dispensers and receptacles are always
clean and well maintained
4. Make sure hand soap and sanitizer are always refilled. Housekeeping team tops up at least
2-time a day.
5. All Guests requesting information or looking for a specific location within the hotel premises -
outlets, fitness, spa, restrooms, meeting rooms, etc. are guided personally by an Employee to
the requested location/outlet.
6. Never left cleaning tools/machinery unattended in the area. All equipment, tools and machines
should be kept in the store or janitor.
7. Public area attendant should exit from the restroom when guest using the restroom
Wet floor/work in progress sign must be displayed when doing floor treatment in the public
area
8. Public Area Attendants must wash and sanitize their hands frequently as follows.
▪ After cleaning Public Area washroom
▪ Before meal
HOUSEKEEPING GOLDEN RULES - LANDRY VALET V011 01-01-2022
GENERAL
PRIVATE PROPERTY

rooming lists).
used
schedule such as:
deterioration.
LAUNDRY SERVICE/VALET
1. Housekeeping Laundry Valet NEVER knock on guest doors asking for laundry (VERY ANNOYING
AND RECEIVES A LOT OF COMPLAINTS FROM THE GUEST) - (THIS IS STATED IN GUEST
COMPENDIUM)
▪ If guests need clothes cleaned in a hurry, they should call HK/FO to pick-up.
▪ Otherwise, they should put the laundry in the basket provided,
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▪ Fill in the form and leave it on the bed for HK to take when they are cleaning the room.
▪ Front Office team will inform guests upon check-in)
2. Always wearing mask during the pickup and deliver the guest Laundry
3. Always use a laundry basket and laundry list as per standards
4. Use a cloth laundry bag when picking up guest laundry from the rooms - ensure the room
number and item is correct before leaving the room
5. Garments are collected within 15 minutes of the request;
6. If the order slip is filled in, the Employee collects the garments together with the order slip.
Shall the Employee notice any discrepancy with the order slip, the Employee calls the guest to
inform him/her and reconfirm;
7. If the order slip is not filled in, the Employee completes it with the Guest and confirms the
cleaning method, number of garments and return time.
8. Items of clothing are grouped or individually wrapped with a label showing Guest's name and
room number.
● shirts /t-shirts/polo shirts are folded
● underwear is folded and grouped
● socks are folded in pairs
● trousers/skirts are delivered on trouser/skirt hangers
● jackets/dresses are delivered on a hanger
● Unless Guest gives instructions and we must follow their request
● Garments are always elegant and return to the guest nicely wrapping.
9. Garments are delivered on time
10. Laundry Valet attendants must wash and sanitize their hands frequently as follows.
▪ After Picking Up Guest Laundry
▪ Before meal
HOUSEKEEPING GOLDEN RULES - LINEN AND UNIFORM V011 01-01-2022
GENERAL
PRIVATE PROPERTY

rooming lists).
used
schedule such as:
deterioration.
LINEN & UNIFORM
PRIVATE PROPERTY

1. Ensure high standards of cleanliness in the Linen and Uniform Department;
2. Ensure that the linen and uniforms are neatly and systematically arranged and stacked;
3. Store laundered linen and uniforms on shelves after verifying the counts are correct;
4. Receive, sort and double-check the condition of all linen and uniforms, record all outgoing and
incoming items from the laundry thoroughly before storing and issuing;
5. Fill in the linen inventory list each month and email to AII - make sure you order whatever is
needed each month to keep correct par levels. Do not go below par levels or it will cause the
actual stock to be washed too much, resulting in graying and faster loss of stock;
6. Any torn or discolored linens or towels should not be used and loose threads on linens or
towels should be cut;
7. Separate linen or uniforms that need repair and/or special treatment and forward it to the
tailor for immediate action;
8. Distribute cleaning rags on a dirty to clean exchange basis;
9. Here are should be 2 separate bins for dirty towels and linens and never put in the floor
10. Linens and towels must be tagged with the hotel logo (refer to GSM);
11. Always follow the procedure for washing, drying and pressing process (refer to laundry);
12. PAR ( Per Available Room) linen that is needed for ensuring smooth hotel operation is 4 PAR for
safety stock required to have in the hotels;
13. Linen and Uniform attendants must wash and sanitize their hands frequently as follows.
▪ After collecting and counting soiled linen and uniform
▪ Before meals
▪ After using the washroom
▪ Wash your hands regularly!
HOUSEKEEPING GOLDEN RULES - IN HOUSE LAUNDRY V011 01-01-2022
GENERAL
PRIVATE PROPERTY

rooming lists).
used
schedule such as:
deterioration.
PRIVATE PROPERTY

IN HOUSE LAUNDRY
1. BULK LINEN - WATER SUPPLY

● Check the Laundry incoming water supply and ensure it meets the standards required
● Test for PH to be 7, check no contaminants e.g. rust or dirt
● Flush the piping until acceptable water condition is reached
2. STEAM BOILER
● Prepare the steam boiler to be reach full steam required for the first wash this may be 1
hour after the 1st staff arrive for linen sorting
● Near the end of operations reduce or shut down the steam boiler immediately after the
required steam for the last Flat work or press function
3. RECEIVING SOILED LINEN

● Identify the linen received from what dept, area, property etc
● Ensure any heavily soiled items that may be contaminated are separated
● Take note and record the quantity of items received
● Separate items into categories Heavy soiled, require spotting, light soiled
● Ensure any heavily soiled items that may be contaminated are separated so as to reduce
cross contamination
● Load into respective trolleys ready for treatment.
4. WASHING
● Check that all safety devices on the machine are working correctly. Ensure no obstructions
at the point of operation. if otherwise advise supervisor
● Understand the load capacity of the machine. Weigh the linen before loading into washer
extractor do not overload and ensure at least 75% load
● Set desired program for temperature, wash cycle, rinse cycle and fabric type
● Understand and ensure correct chemicals are programmed or used in the wash process
● End of wash remove linen gently into clean linen trolley
● Under no circumstances should linen be placed on the floor
● Reload the washer with the next load and start the program
● Send washed linen to the next Point of operation.
5. TUMBLE DRYER
● Check that all safety devices on the machine are working correctly; ensure no obstructions
at the point of operation. If otherwise advise supervisor
● Understand the load capacity of the machine Load dryer to the required level and do not
overload.
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● Set temperature and dry time program
● End of dry cycle load to clean linen trolley
● Under no circumstances should the linen be placed on the floor
● Reload with next load and start the program
● Send dried items to the next point of operation.
6. FLAT WORK IRONER

● Start flat work ironer only when linen is ready for loading onto roller
● Ensure the roller is fully loaded either with a full width sheet or several single items pillow
cases etc.
● Turn off FWI on completion of load process
● Send processed load to next point of operation if no auto folder is installed
7. FOLDING STATION
● Check linen for any stains, tears or other damage
● Separate items for folding, reprocess, post spotting or damaged beyond repair
● Fold items and load finished linen trolley
● Send to clean linen store
● Send other items for reprocessing etc
8. SPOTTING
● Separate items to be treated by type of stain, severity of stain, fabric type etc
● Select correct chemical for each treatment
● Know and understand how each item will be treated be it with steam assist, warm or cold
water suction etc.
● Send treated items to respective next process station
9. GUEST OR STAFF ITEMS

● Identify items received sort by location, section guest room name etc.
● Marc or Tag individual items and ensure proper recording of the details
● Check each item for damage or missing buttons, stains etc
● Check and understand any care label attached to garment
● If no care label attached fully identify the fabric and appropriate process required
● Separate into respective process load dry cleaning, wet cleaning launder or hand wash
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● Further separate items for pre-spotting or repair.
10. WET CLEANING

● Select items by color type fabric etc.
● Load wet washer to recommended load or at least 75% of load
● Set desired program temperature etc
● End of cycle remove load to clean linen trolley
● Select items for next wash process and load accordingly
● Send finished items to the next point of operation be it machine or hand pressing.
11. PRESSING
● Select items by type for laundry, steam or hand pressing
● Check items for any defect stain etc.
● Set press to desired temperature etc
● After pressing the selected item to be folded or on hangers.
● Send to the respective next point of operation.
12. DRY CLEANING

● Select items by color type fabric etc.
● Load dry clean machine to recommended load
● Set desired program parameters etc
● End of cycle remove load to clean linen trolley
● Select items for next dry cleaning process and load accordingly
● Send finished items to the next point of operation.
13. FINISHING STATION

● Separate items for finishing or reprocessing
● Ensure tag matches guest or staff details
● Remove tag once ID is verified
● Pack or fold according to job instruction
● Send to appropriate delivery point
PRIVATE PROPERTY

HOUSEKEEPING GOLDEN RULES - SPA V016 01-01-2022
GENERAL
2. All SPA Employees - whether contracted or employed by the hotel - are always well groomed
and impeccably dressed (uniforms are clean, pressed and well fitted). Employees demonstrate
attention to detail and portray the brand's values
information are never communicated without the express permission of the Guest Always
alert for any suspicious person/items around the hotel area and report it accordingly to
and human resources
9. All guests shall be treated with respect and be given a warm welcome whether they are
considered VIPs or not, whether they hold reservations or not. Every guest is a VIP.
10. All guest complaints shall be handled with utmost care and necessary actions immediately.
11. All comments and suggestions given by guests shall be taken into consideration and the proper
endorsement be given to Management.
12. Establish eye contact when talking to a guest. Listen with full individual attention.
13. If the appointment is set for a future time, invite the guest to come at least 15 minutes early so
they can relax and enjoy without rushing.
14. Ensure that all important tasks handled are indicated in the computer or logged in the logbook
to facilitate smooth operations and inquiries.
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15. Gently offer to make another appointment. Suggest other treatments that would appeal to the
guest
16. Remember the spa should be a sanctuary and a peaceful environment.
SPA RECEPTION
1. Perform opening and closing procedures.

2. Be familiar with all hotel/spa packages, promotions, prices and rates.
3. Greet every member and guest by name in a friendly and courteous manner and given the
guest with prompt and accurate reservation time
4. Greet every member and guest by name in a friendly and courteous manner and given the
guest with prompt and accurate reservation time
5. Assign lockers to new members and given a tour of the facility to new or prospective
member and provide with accurate information , treatment,rates, deposit and cancelation
fee
6. Maintain cleanliness throughout the spa, including but not limited to: vanity area,
bathrooms, towel areas, lounge, locker room, fitness room and fitness equipment
7. Maintain knowledge of hours of operation, memberships, reservations, fees, treatments,
products and merchandise as well as pertinent hotel information.
10. All comments and suggestions given by guests shall be taken into consideration and the
proper endorsement be given to Management.
11. Establish eye contact when talking to a guest. Listen with full individual attention.
12. If the appointment is set for a future time, invite the guest to come at least 15 minutes
early so they can relax and enjoy without rushing.
13. Ensure that all important tasks handled are indicated in the computer or logged in the
logbook to facilitate smooth operations and inquiries.Complete hourly check-ups as listed
on daily sheet
14. Gently offer to make another appointment. Suggest other treatments that would appeal to
the guest and Watch for interest in retail items and assist and inform without pressure
15. Remember the spa should be a sanctuary and a peaceful environment.
PRIVATE PROPERTY

SPA THERAPIST
1. Set up and organize workstation with designated supplies, forms and resource materials;
report shortages if any
2. Maintains spa and treatment room appearance, cleanliness according to standard
operating procedures.
3. Monitor stock levels of oils and creams and ensure that par stock levels are maintained at
all times.
4. Be thoroughly familiar and able to recommend Spa products treatments as well as know
pertinent hotel information.
5. Provides individualized bodywork treatments that meet the guests needs and expectations.
6. Ensures that a high standard of service is maintained throughout the spa.
7. Maintain complete knowledge of correct maintenance and use of equipment, Also use
equipment only as intended.
8. Anticipate guest's needs, respond promptly and acknowledge all guests, however busy and
whatever time of day.
9. Maintain positive guest relations at all times and maintain client details and confidentiality.
10. Try to resolve guest complaints, ensure guest satisfaction and inform the management
about any incidents or guest complaints.
11. Handle inappropriate guest behavior as per the hotels standard operating procedures for
Inappropriate conduct for guests and therapists.
12. Frequently check with guests to promote comfort, safety and security throughout service.
13. Spa therapists should move quietly during the treatment.
14. Do not personalize services. Always conform to established techniques as taught during the
training.
15. Politely decline any invitation from guests.
16. Be responsible for other assignments.
17. Practice good, proper hygiene and be neat, free of body odor, have good dental care, etc.
18. Present them with ginger tea in the waiting room and allow them time to savor the
moment and continue to relax.
SPA ATTENDANT
1. Prepare treatment rooms by ensuring that all supplies and equipment are available and
PRIVATE PROPERTY

laid out according to procedure
2. Oversee the cleanliness and sanitization of the premises and ensure that any wasted
material is properly disposed
3. Ensure availability of ingredients, flowers & linens
4. Observe proper handling of ingredients, tools & equipment, diligently cleaning every item
according to the standards set.
5. Wash masks & brushes in warm water, rinse thoroughly & dry. Sterilize for at least 1 hour.
6. Perform the tasks with as little noise as possible so as to maintain the serenity of the spa.
7. Follow up replenishment request as specified in the Replenishment Form, checking each
item as it is placed in the linen basket
8. Check delivered linens from the Laundry Department for damages.
9. Record all damaged linens in the logbook and report it to the Spa Manager during the
Coordination Meeting.
10. Segregate all damaged linen and keep it in the stockroom for inventory purposes and for
proper disposal as instructed by Management. Damaged linens are duly noted as
‘damaged’ in the inventory sheet.
11. Ensure aromatherapy burners are maintained throughout the day and the spa smells
attractive. Music is also to be evident but not too loud. Early morning set up time opens
the windows to allow fresh air to circulate throughout the spa and lockers so the
aromatherapy will be more effective and fresh air.
12. Spa Attendant assists with the day to day operation of the Spa departments including:
● Test the whirlpool chemical levels at designated times, record on daily sheet and call
maintenance if chemical levels are outside normal range
● Maintain and provide towels; washing, drying, folding and transporting to and from
laundry department
● Follow laundry schedule assigned by your supervisor
● Maintain and return member’s laundry bags after washing by returning to
respective member’s lockers
● Assists with washing and folding of all linens used in treatment rooms
● Replenish supplies required for massages, facials and manicures on a regular basis
● Coordinate efforts to ensure timely and accurate delivery of supplies and equipment
● Distribute linen such as fresh sheets and towels in treatment rooms and assist in
laundry duties such as washing and drying towels and apron
● Sanitize bathrooms, grooming rooms and wet areas as per the standards set by the
spa management
PRIVATE PROPERTY

HOUSEKEEPING GOLDEN RULES - HANDLING BABIES V017 01-01-2022
GENERAL
1. In all Public Areas, Employees always spontaneously and proactively greet Guests with a warm smile,
welcoming eye contact (e.g.: Good Morning / Good Afternoon / Good Evening"). - Follow Archipelago
Greeting Standard.
2. All Employees - whether contracted or employed by the hotel - are always well groomed and
impeccably dressed (uniforms are clean, pressed and well fitted). Employees demonstrate attention to
detail and portray the brand's values
3. Personal grooming up to standard when reporting on duty, the employee will be asked to put right
before being allowed to start duty (refer to Archipelago grooming standard)
4. Employees always respect and protect Guest privacy. Guest names, room numbers or any information
are never communicated without the express permission of the Guest Always alert for any suspicious
person/items around the hotel area and report it accordingly to security for further follow up
5. Unattended items found in the hotel area or guest room should be reported as lost and found item
(refer to Lost and Found Procedure)
7. All Employees are trained on emergency evacuation, fire detection system, safety and security and
know how to handle an evacuation, where the emergency shut-off equipment (water, electricity and
gas, etc.) is located and how to handle it properly.
8. Employee training 7 hours per person per month must be followed, recorded, signed and stored in the
Housekeeping Office and in the month report sent to the corporate housekeeping and human resources
9. All guests shall be treated with respect and be given a warm welcome whether they are considered VIPs
or not, whether they hold reservations or not. Every guest is a VIP.
PRIVATE PROPERTY

IN THE RESTAURANT
● Plan ahead where to park a stroller if guests arrive with one.
● Do not put hot drinks near the baby.
● Do not put sharp objects such as knives near the baby
● Do not place liquids or anything else that can be knocked over, near the baby.
● Do not serve hot or cold drinks over or near the baby – serve from the left if you have to.
● Be sensitive to the baby's needs – if the baby is sleeping, talk and serve quietly.
● Baby chairs must be clean and the strap must be working.
● Buy baby chairs that do not have legs that spread out – people always trip over
● Have a cloth on standby as drinks or food will probably be spilled.
● Provide coloring books and crayons – giving automatically.
● Have baby bowls, plates and spoons available.
● Never give big spoons (dessert or soup spoons) to babies – give small teaspoons.
● Have a children’s menu available – make it interesting and nutritious – not just pizza and French
fries.
● The food for the baby should be served immediately and before others if possible so the child will
be occupied with it.
● Do not serve water with ice to a baby – always serve it at room temperature.
● Repeat orders carefully as parents may be distracted dealing with the baby.
IN THE ROOM
● Make sure all cots and baby equipment are super clean and smell fresh.
● Cribs - make sure none of the screws or bolts are missing, loose, or bent, and that a child can't
release the safety latches. Have mosquito netting available for the crib.
● To prevent suffocation and strangulation, the mattress should fit snugly into the crib and be on a
support that's securely attached to the headboard and footboard. It's also crucial that it has a fitted
sheet especially designed for cribs, not adult-sized sheets. Avoid other dangerous bedding such as
pillows, heavy comforters and blankets, and bedding that's too soft. Use good quality cribs from a
PRIVATE PROPERTY

reputable vendor such as Mothercare.
● Provide a mini potty and baby wipes if possible.
● Have children’s TV channels and a selection of kids’ DVD’s available – Barney, Thomas and Friends,
etc...\\
● If you see a dirty baby bottle - wash it in very hot water and leave it upside down too dry.
● Have a bottle washing brush available?
● Provide extra water.
OTHERS
In the Room - If you really want to get into giving a good experience for kids, you can provide nice
duvets sets in the baby cot – pink for girls and blue for boys as well as already putting the following
items ready in the room – nappies, creams, shampoos, baby bath, potty, bottle warmer .Slippers for
toddlers, sponge Bob toothbrush and children’s toothpaste etc
In the restaurant -if you have a lot of kids staying, set up a 30cm high mini buffet table with fun and
colorful kids breakfast food.
Have a baby car seat available
Have a lightweight and easy to fold stroller available.
If you have a gift shop it might sell diapers (various sizes), baby wipes, sunscreen SPF 50, arm floaties,
donuts for swimming, beach toys and kids sandals.
HOUSEKEEPING GOLDEN RULES - LIFEGUARD & POOL ATTENDANT V018 01-01-2022
GENERAL
2. All Employees - whether contracted or employed by the hotel - are always well groomed and
impeccably dressed (uniforms are clean, pressed and well fitted). Employees demonstrate
attention to detail and portray the brand's values
PRIVATE PROPERTY

information are never communicated without the express permission of the Guest Always
alert for any suspicious person/items around the hotel area and report it accordingly to
and human resources
POOL ATTENDANT
Reference should be made to the following documents;

‘Swimming Pool Design Requirements Document’
‘Graphic Standard Manual (GSM)’
‘Swimming Pool Self Audit Document’
‘Swimming Pool Regulations Wording’
Ensure all of the points have been well read and implemented in particular the life safety
equipment.
PRIVATE PROPERTY

• The following pool signage at a minimum must be installed (refer to GSM);
• POOL REGULATIONS
• NO LIFEGUARD ON DUTY
• NO DIVING
• DEBT MARKINGS ALL AROUND THE POOL
● Accepted international guidelines state that lifeguards are only required for pools more
than 1.5m deep. Our standard is normally 1.4m for our pool designs so in general we do not
require hotels to have lifeguards.
● We do require that lifeguards must be on duty in hotels with;
Beaches;
resorts/hotels of 200 rooms or more
in hotels with a large body of water
where a lot of families use the facility or
when pool conditions are expected to be crowded.
● In all hotels with pools the pool attendant should ideally also be trained as a lifeguard – the
hotel can pay to have the pool attendants trained and certified as lifeguards.
● As a precaution, even where there is a lifeguard, there must always be large and clear
signage saying that there is no lifeguard on duty and that people swim at their own risk.
● Remember - signs and safety guidelines will not guarantee that appropriate behavior will be
followed - all staff must be aware and keep a look out for children, non-swimmers or
people that might get into difficulty.
The following points must be reviewed carefully and implemented;

● Safety Equipment: Must include the following:
○ Life Buoy
○ Life Hook/Life Hook Pole Adapter/Life Hook Pole
○ Back Board
○ Throw Line
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○ Breathing Apparatus
○ A fully stocked First Aid kit, with clearly defined restocking levels
○ CCTV cameras must be installed to record all activities near and in swimming
pools, spas, and fitness centers;
○ Whistles for the lifeguard or pool attendant;
○ Handy Talkies’ for the lifeguard or pool attendant;
○ Stretcher (to be located beside pool);
● Pool and Beach users must be screened upon entrance to the facility to ensure that set
guidelines such as proper attire, use of shower before going to the pool etc. are being
followed.
● The highest level of alertness must be maintained, giving special attention to patrons
recognized as weak swimmers.
● Potential unsafe and hazardous conditions must immediately be reported to the
supervisor/manager.
● Pool cleanliness must be maintained at all times by participating in cleaning responsibilities
without compromising the safety of the guests.
● All Lifeguards must be well versed with the rules and guidelines of the pool and beach area,
and enforce them firmly, fairly, consistently, and courteously to all facility users and ensure
that all operations are performed in accordance with the set standards.
● All Lifeguards must maintain a high level of physical fitness and comply with lifeguard's
weekly and monthly training.
● All Lifeguards must maintain the required Red Cross Training Certifications such as First-aid
and CPR/BLS, Water Safety and Lifeguarding Course. In general as many staff as possible
should be trained and certified in CPR;
● The area must be kept secure by performing routine checks of all the rescue equipment and
notifying the supervisor and/or manager for repair and change required for the equipment.
● Lifeguards must make a written report within 24 hours after the incident and keep a record
of any incident that occurred during their shift concerning any type of incident.
● All lifeguards must be equipped with a whistle and HT and use these to raise an alarm and
call for back-up if a guest's safety is at risk.
PRIVATE PROPERTY

● Lifeguards should blow three long bursts when noticing any emergency situation to
summon the other lifeguards to assist while preparing for a rescue attempt.
Counter-in-Charge will communicate through telephone to the Department Head, Duty
Manager, Resort Nurse, Resort Doctor, Security and the General Manager.
● Lifeguards must ensure that a First Aid Kit is available all the time and is adequately stocked
with all necessary medical supplies required for emergency situations.
● Lifeguards must ensure that a stretcher is kept at the pool counter and available at all
times, ready for emergency use.
● Sports and Leisure Manager and/or Supervisors must conduct a monthly inspection of all
Lifeguards’ Licenses and Certificates to ensure that these are still valid. Two (2) months
before expiration, Managers and/or Supervisors must coordinate with the Training
Department to schedule the necessary re-certification conducted by the Philippine National
Red Cross. No Lifeguard must be allowed to report for duty with expired License and/or
Certifications.
● Lifeguards must not leave their assigned post unless properly relieved by another Lifeguard.
● Beach Lifeguards must be positioned as near as possible to the water for faster response.
● Lifeguard responding to an emergency call must alert first another Lifeguard and/or the
nearest Security personnel before rescuing a guest in the sea (refer to #11).
● Checking and controlling the beach and pool area, pool towel supply, and towel utilization,
proper issuing, stocking, etc.
● Responsible for the cleanliness and orderliness of the beach and pool area
● Exert physical effort in using beach-cleaning equipment
● Keep discreet but strict control of outsiders and with security officers on duty in the area
restricts outsiders from using the hotel facilities.
● Polite with the guest, no physical contact with the guest, unless the guest initiates to
contact us first.
● Review the assigned area and complete general removal of any trash on the floor.
● Maintain cleanliness and organization of towel counter, pool store, remove trash, wipe
down shelving and counter.
● Report any damages or maintenance problems in the pool area.
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● Turn over any lost and found items to the Housekeeping office.
● Handle any guest complaints by following the instant pacification procedures, ensuring
guest satisfaction.
Duties of the lifeguard:

While these may vary between facilities, the following are functions, which shall be included:
● Correct supervision of the pool.

● Exercise an appropriate level of control over users.
● Apply the principles of preventative lifeguarding.
● Take appropriate action during incidents.
● Perform rescues.
● Treat suspected cases of suspected spinal injury.
● Provide First Aid, within the scope of one’s qualifications.
● Provide Basic Life Support if necessary.
● Provide advanced Life Support if trained to do so e.g. AED, Oxygen etc
● Lifeguards should be able to scan their area of responsibility within 10 seconds and be able
to get to an incident within 20 seconds. This is the internationally recognized practice
known as the 10-20 systems and is a specific level of response for effective safety in
swimming pool facilities.
● They should be able to reach the lifesaving equipment within 5 seconds.
PRIVATE PROPERTY

Subject: P & P - Setting Goals No: 004 -HK PP-V003-1-1-2022
General Overview
Housekeeping management must assist the Department’s employees to set and achieve goals for
their personal growth and development. This allows the Housekeeping team to be more effective
in their work, structure, and goals as well as allowing them to be more efficient, improve the
quality of service, and have better job satisfaction
The Setting Goals
● Ensure that all housekeeping staff are well trained and knowledgeable about standards and
procedures.
● Hold meetings to inform the staff of the latest information on the Hotel’s operations.
● Housekeeping goals must be Specific, Measurable, Attainable, Relevant, Time-Based
● Be specific when given instructions, not generic, and a clear timeline to achieve their goal,
attainable and realistic times and dates
● Hold meetings to discuss Housekeeping problems and improve the department's morale
and performance
● Maintain the high standards of the housekeeping department by conducting training
programs.
● Strive to have guests return to the Hotel because of the excellent service they received
● Motivate your housekeeping team by setting clear goals so they can focus on something
new ( Sort, Set in Order, Clean, Standardize and Sustain )
A Happy team is a great team that will last
PRIVATE PROPERTY

Subject: P & P - Housekeeping Supervisors Meeting No: 005-HKPP-V003-1-1-2022
General Overview
A Housekeeping Supervisor meeting is held to ensure planning, coordination and evaluation in the
department. Ensure the supervisors attend the meetings to solve problems, discuss next steps
and assign tasks , keep the entire team informed and engaged.
Supervisor Meeting
● The Executive Housekeeper and Assistant Executive Housekeeper should meet all
Housekeeping supervisory staff at least once a week.
● All the management level Housekeeping team will block their calendar to attend the
scheduled meetings, weekly or monthly
● An agenda should be prepared in advance by the Executive Housekeeper, Assistant

Executive Housekeeper and Supervisors. Minutes must be taken, reviewed and posted in
the Housekeeping Office after the meeting.
● Occasionally, a representative from another department(FO, FB, Security) should be invited

to make a presentation. This improves understanding of the needs of other Hotel
departments and communication, as well as promoting teamwork.
● From time to time, the meeting can be a social/business gathering with refreshments
served.
PRIVATE PROPERTY

Subject: P & P - SUPERVISOR END OF DAY TASKS No: 006 -HKPP-V003-1-1-2022
General Overview
To ensure effective communication and to review the department performance and ensure
everyone is informed and up to date, these meetings are essential to ensure both managers and
teams have the opportunity to express ideas or address issues of importance.
The General Staff Meeting
● Once a month, a general staff meeting should be held with all the Housekeeping staff.
These meetings can only be successful if they are held on a regular basis and planned in
advance. It is recommended to set a specific time, place and agenda for each meeting and
ensure all division heads (A and B) and most of the team can attend.
● The meeting can be held twice, over 2 shifts: one for the Floor staff and one for the Public
Area staff.
● The Assistant Housekeepers and Supervisors should also attend. The work schedule must
be organized accordingly.
● An agenda must be prepared in advance, posted on the staff notice board ahead of time,
and clearly identify the subjects that will be discussed.
● The General staff meeting is conducted by the department head, with each
division, and it should include:
▪ Monthly training calendar.

▪ Revinate Score
▪ Guest and other department’s comments.
▪ Operational procedures.
PRIVATE PROPERTY

Subject: P & P - Housekeeping Briefing No: 007 -HKPP-V003-1-1-2022
General Overview
To gather everyone together before working on their duties, and build the communication
effectively within the team. To maintain the work quality and relationship between the team
members as well leading to better motivation and sense of responsibility
The Briefing
● Verify the staff who have come to work - the total staff on duty always needs to be
checked. Revise tasks for any absences and determine the job allotment for the shift
● The daily briefing is conducted by the division manager or assistant manager/supervisor
and it should include:
▪ Occupancy of the day.
▪ VIP’s in the house, arriving and departing.
▪ Group movements.
▪ Daily events and functions.
▪ Guest comment and Revinate
▪ Policies and procedures implementation and changes.
▪ Employees on shift duty and special assignments for the day.
▪ on above topics extended for the next coming days
▪ Training classes held that days
● Address room servicing problems - discuss the result of room inspections undertaken by
floor supervisor or EHK that have identified instances of sub-standard cleaning
● Identify the problems and remind the team what needs to be done to achieve the required
standard
● Address the guest feedback or constructive comments received from the guest
● Housekeeping team to raise any issue they have relating to their role, problems they are
encountering, things they have identified that could impact on guest service delivery, etc
● It is recommended that a daily briefing be held at each change of shift, which should not
last more than 10 – 20 minutes to ensure efficient organization of the day.
PRIVATE PROPERTY

Subject: P & P - Guest Supplies Control No: 008 -HKPP-V003-1-1-2022
Issued by: Corporate EHK :Reviewed & Approved by Winston Hanes Distributed: All HK Departments
General Overview
To ensure that the guest is supplied on a daily basis the full range of amenities available, while
simultaneously exercising strict internal controls for storing, ordering and replenishing of these
amenities.
Trolley and Pantry Par
a. Par stock for the trolley.

This is calculated according to the average quantity required for the replenishment
of guest supplies for 1 day. Depending on the size of the trolley this may be reduced
to a certain amount of rooms if not enough space is available.
Ensure not too much stock is kept on the trolley, as items tend to get crumpled and
damaged - increasing cost factor.
b. Par stock for the pantry.

This is worked out according to the average quantity required for replenishment of
guest supplies in rooms between reordering from the general store (1 x week).
Ensure that not too much stock is kept in the pantry, as it affects the cost factor and
wastes space.
Guest Supplies Floor Requisition.

a. At pre-arranged days of the week, the General Store will give out supplies
According to requisitions made.
b. Each Floor Supervisor has to fill out the Guest Supplies Floor Requisition in advance by
counting the items remaining in the pantry and ordering the amount required to reach the par.
PRIVATE PROPERTY

Subject: P & P - Cost Saving ( Par stock & Control ) No: 009 -HKPP-V003-1-1-2022
General Overview
To control practices, procedures and to ensure the sufficient par stocks are available and the stocks
are within budget.
Guest Supplies-Procedures
1. To effectively control supplies use a 'par stock system' to measure for cost savings.
2. Guest supplies issued to housemaids are to be counted in a tray.
3. A list of items is issued to housemaids.
4. Supervisor records the used items in the par stock list while checking the room.
5. At the end of shift, check your list with your par stock.
6. Return the list tray to the Housekeeping office.
Cleaning Supplies
1. Issue to the staff only when empty, broken, or old items are returned.
2. Log in the record.
3. The cleaning supplies that are measured in gallons are diluted before employees are
provided sufficient quantities to fill empty spray bottles.
4. Chemical dispenser most recommended for efficiency/cost control
Subject: P & P - Store Room No: 010 -HKPP-V003-1-1-2022
General Overview
PRIVATE PROPERTY

To ensure the control and the proper storage of housekeeping items
Housekeeping Store Room
● The manager who has sole responsibility for the control of all storerooms supervises all
storerooms in the hotel.
● All items and equipment required for housekeeping operations will be kept in the
storeroom and the Storekeeper will be in charge of the movement of items.
● To keep the items in good condition the storeroom should provide wooden shelves and
cupboards, with keys and bin cards.
● Supervisor will order needed items.
An extra bed, baby coat, and room boy trolley should be stored in every station’s
Subject: P & P - Loan Items No: 011 -HKPP-V003-1-1-2022
Issued by: Corporate EHK Reviewed & Approved by Winston Hanes Distributed: All HK Departments
General Overview
To ensure proper recording of the Items Loaned to the guest.
The Loan Items

All items that are loaned to guests must be recorded on Guest Loan Item Forms.
1. Fill out all data completely:

▪ Guest name Room number
▪ Date Time
▪ Received by (for loan item) Delivery (for loan item)
PRIVATE PROPERTY

▪ Amount to be charged (for breakage item).
2. Fill out the amount that the guest will be charged for the item if they break or lose the
items that were loaned to them.
3. Obtain the guest’s signature when the item is delivered to the guest. It is not necessary to
ask a guest to sign for an item that they have accidentally broken.
The Guest Loan Item Form should be filled out in triplicate with copies provided to the following:
1. Guest.
2. Front Desk.
3. Housekeeping / the Order-taker should file these copies in one of two separate files:
either in the “Guest Loan” or the “Guest Breakage” file.
When Items On Loan To Guests Are Returned :
The room attendant, supervisor or other Housekeeping staff who collects the item must:
1. Obtain from the Guest Loan file the correct Guest Loan Item Form that was filled out
when the item was delivered to that particular guest;
2. Fill in the time and date on which the item was returned;
3. Sign the Form to verify the return of the item.
Subject: P & P - Loss / Breakage / Damage / Spoilage Report No: 012 -HKPP-V003-1-1-2022
General Overview
To ensure the proper record of all losses, damages, breakage and spoilage occurring in guestrooms
and Public Areas.
The report is also:

● Enables management to find ways to minimize and control breakage etc.
● Assists with planning training programmers.
Loss And Breakage
PRIVATE PROPERTY

1. All losses, damage, breakage or spoilage of Housekeeping articles other than consumable
supplies have to be submitted to the Housekeeping Department.
2. Rooms
Includes missing, damaged, or broken china, glassware, linen, hangers and FF&E.
3. Public Areas
Items such as toilet fixtures, machines, equipment and others must be reported to the
Housekeeping Office.
4. Flower Shop
Flowers and supplies, which are spoiled, broken, damaged or lost, should be recorded in
the Florist Logbook and submitted to the Housekeeping Office.
5. A monthly summary of all discards will be compiled, priced and submitted to the
Accounting Office.
Subject: P & P - Guest Feedback No: 013 -HKPP-V003-1-1-2022
General Overview
To ensure the communication to the team of guest feedback whether from online reviews,
Revinate, or personal contact with guests in the hotel, and follow up actions to rectify any
problems.
Guest Feedback
● Guest feedback must be dealt with in a professional manner; immediate corrective action is
taken and reported to the Executive Housekeeper / Assistant Executive Housekeeper.
● Positive guest feedback will be shared with the team
PRIVATE PROPERTY

The Manager will investigate the feedback.
● Obtain details of the issue from the staff member or guest:

a. Determine cause of concern
b. Action according to guest’s input
c. Escalate actions to the Executive Housekeeper and if not available, the Assistant Manager
● Communicate the outcome of investigation to relevant parties
● Implement actions to rectify the problems, if any
Subject: P & P - Guest Complaints No: 014 -HKPP-V003-1-1-2022
General Overview
To ensure the follow up of guest complaints in the hotel and the effective communication to the
department concerned.
Guest Complaints
● Investigate the complaint

Guest complaints are dealt with in a professional manner; immediate corrective action is taken
and reported to the Housekeeping Manager / Assistant Manager.
● The Manager is to investigate the complaint
● Obtain details of the issue from the staff member involved:

a. Contact guest, in person or by phone
b. Determine root cause of complaint
c. Create a solution and action according to guest’s input
d. Escalate actions to the appropriate departments
e. Follow up with guest to ensure resolution
f. Expression to generate goodwill (compensation may be provided)
g. Record complaint using Duty Log
PRIVATE PROPERTY

h. If the complaint cannot be resolved, the incident is to be recorded in the Duty Log with
i. Request of immediate follow-up by the relevant Department Head.
j. Create an action plan to assure the same problem will not happen again.
The preference for all communication is immediate in person wherever possible.
● Address complaints and action by communicating the outcome of investigation to relevant

parties.
Subject: P & P - Hotel site Inspection No: 015 -HKPP-V003-1-1-2022
General Overview
To ensure the hotel demonstrates its best possible features to the buyer and there is good
communication between HK and the team doing the inspection.
Hotel Site Inspection
● The following should be taken into consideration when planning hotel inspections:
● What are the clients' needs and what room categories are they interested in;
● Whether public areas are in good condition and fully stocked with amenities;
● Whether the areas included in the inspection are clean and impressive;
● Hotel staff have been advised of the timing and route of the Inspection.
● Ensure there are no trolleys or activities in the hallway during the inspection if
possible
● The following housekeeping staff must be advised in advance of planned inspections:
● Assistant Executive Housekeeper

● Floor Supervisor
● Public Area Supervisor
● Order Taker
● Room Boy
● Houseman
PRIVATE PROPERTY

● All arrangements for refreshments, room preparations including flowers, VIP arrangements,
and fruit baskets should comply with the hotel's Room Standards.
● The Assistant Executive Housekeeper or Supervisor must check all rooms and public areas
before the customers/clients arrive.
● Action steps and follow-up must be documented and forwarded to appropriate
departments.
Housekeeping should clean and re-check the rooms and public areas after the inspection is
completed
Subject: P & P - Handy Talky Control System No: 016 -HKPP-V003-1-1-2022
General Overview
In order to improve communication and the efficiency of service provided at the Archipelago
International property, certain Housekeeping staff members should carry Handy Talky. These
persons usually are the following:
● Executive Housekeeper
● Assistant Housekeepers
● Supervisors
● Butlers
● Room Attendants
● Certain Public Area Attendants
Handy Talky System
● One specific Handy Talky will be allocated permanently for each Housekeeping position.
● Sufficient time must be allowed for the recharging of Handy Talky if applicable.
● A memo that outlines the Hotel’s rules in case of loss or damage to Handy Talky is issued to
employees who are going to carry Handy Talky. The rules are to be established by the
Rooms Division Manager or the Director of Engineering.
● Employees must sign the memo to record that they fully understand and agree with these
rules. A copy of the memo is given to the employee and a second copy kept in the
employee’s file.
PRIVATE PROPERTY

● The Housekeeping coordinator will ensure that all pagers are collected and safely stored at
the end of each shift.
● Handy Talkies that have flat batteries are to be recharged.
● Handy Talkie in public areas should have ear pieces to avoid disturbing the guests
Subject: P & P - Towel set up No: 017 -HKPP-V003-1-1-2022
General Overview
To standardize linen set up
The Towel Set Up
1. Setting up towels should be as follows according to the room type.
Room Type Bath Towel Bath Mat Face Towel Hand Towel
Deluxe Room 2 1 2 None in 2 & 3 star
Suite Room 4 2 2
One in 4 & 5 star
President Suite Room 8 4 4
Two for villas
● If towels are placed hanging they should be folded as usual and left in the bathroom.
● If they are put on the floor they should be changed.
Subject: P & P - Color code for cleaning No: 018 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
● Provide correct and consistent methods for cleaning, washing, and dusting different
surfaces and avoid spreading dirt/germs among all surfaces.
Avoid using the same cloth used for cleaning toilets and drinking glasses
Scope
● Cleaning all kind of surface and material in the bathroom, living room and public area,
kitchen, etc
Materials Used
● Cotton cloth
● Cleaning sponge
● Microfiber cloth
● Chamois cloth
The Color Code
● Purchase different colored cleaning cloths (Cotton/ Microfiber/ Chamois) for room
attendants and 4 colors for public areas (without blue color)(white cloths with colored
thread on the borders is an acceptable alternative)
● Implement cleaning cloth according to color code guidance below
● Ensure to wash cleaning cloth after each use
● All staff must be trained and sign off on a form stating they understand the policy
● This guide must be laminated and attached to all cleaning trolleys.
Continued … Policies & Procedures for Color Code for Cleaning
COLOR CODE COLOR CODE
PRIVATE PROPERTY

PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
ORANGE ORANGE
BATH TUBS, WASH BATH TUBS, WASH BASINS, FIXTURES AND BATHROOM CERAMIC/
BASINS, FIXTURES AND MARBLE WALL
BATHROOM CERAMIC/
MARBLE WALL
RED
RED
FURNITURE
FURNITURE
BLUE
BLUE
WASHING, RINSING AND DRYING FOR WATER GLASS, BATHROOM

ROCK GLASS, MUGS, CUTLERIES AND PLATES
PRIVATE PROPERTY

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
CUTLERIES AND PLATES GREEN
GREEN GLASS WINDOWS AND MIRRORS
GLASS WINDOWS AND

MIRRORS
PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
ORANGE ORANGE
PRIVATE PROPERTY

BATHROOM CERAMIC/
MARBLE WALL
RED
RED
FURNITURE
FURNITURE
BLUE
BLUE

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
PRIVATE PROPERTY

GLASS WINDOWS AND
MIRRORS
PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
ORANGE ORANGE
BATHROOM CERAMIC/
MARBLE WALL
RED
PRIVATE PROPERTY

RED
FURNITURE
FURNITURE
BLUE
BLUE

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
GLASS WINDOWS AND

MIRRORS
PRIVATE PROPERTY

PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
ORANGE ORANGE
BATHROOM CERAMIC/
MARBLE WALL
RED
RED
FURNITURE
FURNITURE
BLUE
BLUE
PRIVATE PROPERTY

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
GLASS WINDOWS AND

MIRRORS
PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
PRIVATE PROPERTY

ORANGE ORANGE
BATHROOM CERAMIC/
MARBLE WALL
RED
RED
FURNITURE
FURNITURE
BLUE
BLUE

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
PRIVATE PROPERTY

GLASS WINDOWS AND

MIRRORS
PURPOSE PURPOSE
WHITE WHITE
TOILETS TOILETS
ORANGE ORANGE
BATHROOM CERAMIC/
MARBLE WALL
PRIVATE PROPERTY

RED
RED
FURNITURE
FURNITURE
UE
BLUE

WASHING, RINSING
AND DRYING FOR
WATER GLASS,
BATHROOM ROCK
GLASS, MUGS,
GLASS WINDOWS AND

MIRRORS
PRIVATE PROPERTY

Subject: P & P - Department Succession Plan No: 019 -HKPP-V003-1-1-2022
Issued by: Corporate EHK Approved by: Winston Hanes Distributed: All HK Departments
General Overview
To provide recognition of any talented staff and staff with potential for advancement in the
department. This will ensure there will always be a potential leader ready to take over.
Department Succession Plan
Requirements/Criteria
Sample of Succession Plan Program:

● HK Supervisor to Assistant Executive Housekeeper
● Room Attendant to Junior Housekeeping Supervisor
Requirement/ Criteria
● Minimum 1 year successful previous assignment
● Archipelago International Corporate Training:
● Average communication in English
● Good performance appraisal/job evaluation-above average
● To identify specific skills according to the position
Sample of Career Development Plan

(Long) = 6 Months to 1 year, (Medium) = 1 to 6 Months, (Short) = 1 Month
PRIVATE PROPERTY

Continue … Department Succession Plan
Sample of Process of Succession Plan for Housekeeping Department
Step 1: The Head of Department / Executive Housekeeper chooses the candidate as per the
selection criteria.
Step 2: The candidate completes the below list then submits to Executive Housekeeper and
to General Manager for the approval respectively.
● The Succession Plan Request Form
● The detailed planning of cross exposure and/ or training
Step 3: After the approval of the selection program, the Candidate starts the plan with
regular follow up by the Executive Housekeeper and Human Resources Manager.
Step 4: Evaluation after completing the program at each section is required by using the
attached format. The candidate has to send one copy of the evaluation to the
Human Resources Department for recording.
Step 5: The Human Resources Manager sends the list of people who completed the
Succession Plan to the General Manager.
PRIVATE PROPERTY

Succession Plan Objective Form
PRIVATE PROPERTY

Continue … Department Succession Plan
Succession Plan (Sample of Training Program Plan)
PRIVATE PROPERTY

Subject: P & P - Staff Attendance No: 020 -HKPP-V003-1-1-2022
General Overview
To control the attendance of staff and maximizing the department productivity
Attendance
● Employees must report for work in Housekeeping to the area designated by the Executive
Housekeeper on time and in proper uniform.
● Tardiness or Unexcused Absences are not permitted and will result in disciplinary action.
● For absence due to illness, the employee must give a minimum of 2 hours advance
notification.
● Employees must park in the employee parking area designated by the General Manager.
● Employees must allow adequate time for parking, walking the employee entrance, changing
into uniform, and reporting to Housekeeping.
Subject: P & P - Sign In and Out No: 021 -HKPP-V003-1-1-2022
General Overview
Signing in and out is essential for the following reasons:
● Control of staff who are actually present at work

● Payroll control
PRIVATE PROPERTY

● Fire evacuation control
Signing In & Out
● Report for work at least 15 minutes before the scheduled work time.
● Proceed to the Timekeeping area and “ punch in” on the time machine.
● Proceed to the respective locker and change into the hotel uniform.
● Proceed to the Housekeeping Office and “SIGN IN” on the Timesheet.
● Report to Supervisor for daily briefing.
● At the end of the shift, proceed to the Housekeeping Office to “SIGN OUT”.
● Proceed to the locker to change into private clothes.
● Proceed to the Timekeeping area and “PUNCH OUT”.
● Leave Hotel premises.
Subject: P & P - Grooming and Appearance No: 022 -HKPP-V003-1-1-2022
General Overview
Hotel employees must be well-groomed and professional, and in the correct uniform for their role
Entering/Departing And Presence In The Hotel

● All employees must enter the hotel through the employee entrance and go directly to the
locker room.
● Employees must change into their correct uniform before beginning their shift.
● At the end of a shift and before departing the hotel, employees must change out of uniform
and put on their personal attire.
● The employee then leaves immediately through the employee exit.
● Employees are not allowed onto hotel premises when off duty unless they first receive
authorization from Management.
Appearance And Grooming Requirement

● A clean, well-pressed uniform should be worn at all times. Uniforms are to be turned in to
PRIVATE PROPERTY

Housekeeping at the end of each shift, and a clean uniform retrieved daily.
● Male staff must wear black shoes and socks; female staff will wear black shoes. Shoes must be
clean and polished.
● Hair must be neatly groomed and arranged.
● Male staff members must be clean-shaven with absolutely no exceptions.
● No combs, rattling keys, or loose change in pockets.
● Hands must be clean, and fingernails must be clean and clipped short.
● Band-aids are considered unhygienic and should not be worn, particularly where visible.
● Apply deodorant every day before reporting for work.
● Wear your nametag in the correct position.
● No excessive jewelry or make-up.
● Pay careful attention to personal hygiene (no body odor, bad breath, and unwashed hair).
Subject: P & P - Basic Service Standard No: 023 -HKPP-V003-1-1-2022
Issued by: Corporate EHK Reviewed & Approved by : Winston Hanes Distributed: All HK Departments
General Overview
To ensure the quality control of services provided to the guest
Service Standards
Remember that every single employee of the Hotel represents the whole organization. Each staff
member is a salesperson for the Hotel.
SERVICE STANDARDS
● Know locations of all fire exits and equipment.

● All staff should be aware of the hotel schedule and regular activities.
KNOWLEDGE ● Inform guests if any hotel facility is under repair.
● All staff should be able to direct guests to all hotel facilities and services.
● All staff should promote the hotel’s facilities and services.
PRIVATE PROPERTY

● Check each piece of laundry according to the laundry list.
● Pick up the laundry only from a guest room; do not remove anything
else.
LAUNDRY
● Make sure the correct guest laundry has been delivered to the correct
room.
● Handle guest laundry carefully.
● Do not read magazines, newspapers, or books while on duty.
● Do not use your phone for personal calls, social media, or gaming
● Do not use the guest restroom or guest elevator.
● Do not talk too much with other staff members in the lobby area.
PERSONAL ● Do not use stained and spotted linen.
BEHAVIOUR ● Never eat or drink as you greet the guests.
● Always look at the guests when you talk to them.
● Do not be noisy when you walk in the lobby or corridor.
● Do not sweep or vacuum the floor when the guest is having a meal.
● Do not sit down on chairs if you are talking to guests.
Subject: P & P - Handling Complaints No: 024 -HKPP-V003-1-1-2022
General Overview
To ensure the courteous and professional handling of guest complaints
When you receive a guest complaint :
○ Listen to the guest, and do not interrupt.

○ Thank the guest for bringing the problem to your attention.
○ Apologize to them on behalf of the Hotel.
○ Agree to a solution.
○ Act on the solution.
○ Notify the Executive Housekeeper of all complaints.
○ Provide your supervisor with accurate information so that the supervisor can keep
the guest informed of your progress and actions concerning the complaint.
PRIVATE PROPERTY

What we need to make sure :
● Handle every complaint courteously and professionally.
● All complaints are resolved to the guest’ satisfaction.
● Ensure employees are sincere and polite when handling guest complaints.
● The Executive Housekeeper must follow up with all guest complaints either in writing or
with a personal phone call to ensure that the problem has been resolved to the guest’s
satisfaction.
Subject: P & P - Telephone Manners No: 025-HKPP-V003-1-1-2022
General Overview
To ensure the courteous and professional handling of telephone manners
The Telephone Manners
● Telephone calls should be answered before the telephone rings a third time.
● Staff voices should be friendly and enthusiastic whenever they answer the telephone.
● Use the same greeting to answer all calls:
“Good morning/afternoon … Housekeeping ... How may I help you?”
Other Requirements for Telephone Use
● Answer every telephone call immediately.

● Handle calls efficiently but be careful never to sound hurried.
● Speak clearly and pleasantly. Clearly pronounce your words and do not use Hotel Jargon.
PRIVATE PROPERTY

● Listen carefully and respond only when the caller stops speaking. Do not interrupt.
● Always use " please”, “thank you”, and “you’re welcome” whenever appropriate.
● Always use complete phrases, and project a professional image.
● Avoid slang and clichés.
Subject: P & P - Guest Room Key Control No: 026 -HKPP-V003-1-1-2022
General Overview
1. Keys are the responsibility of the employee who signed them out. The keys are not to be
loaned to anyone else and should be worn by the employee throughout his/her shift to
ensure the safety and security of the guests and their belongings at all times
Housekeeping :
▪ All master, floor, and section keys should be held securely in the Housekeeping
office in a locked cabinet and issued for each shift and returned at the end of each
shift using a manual sign-in/out sheet or logbook.
▪ Keys should never be left unattended or shared with others.
▪ Keys are the sole responsibility of the person to whom they are issued.
▪ Keys are not to be carried outside the hotel.
▪ Always return keys at the end of the shift.
▪ Any loss of a key must be reported immediately to a Supervisor or the
Housekeeping Manager and the system must be updated immediately to avoid
misuse of lost keys.
▪ Room Ambassadors should preferably be issued floor or section keys.
▪ Supervisors should be issued floor or master keys depending on the size of the
hotel.
▪ If there will be two Room Attendants working on one floor there should be
two-floor keys available.
▪ For security reasons the issue of too many master keys should be avoided.
PRIVATE PROPERTY

Key Control Authorisation
▪ Keys should be produced and issued according to Management decision and

approval following Security policies and procedures.
Subject: P & P - SUPERVISOR DAILY TASK No: 027 -HKPP-V003-1-1-2022
General Overview
To ensure a high level of cleanliness as per hotel standards in the guest rooms and
public area at all time
Room and Public Area
1. All areas are under the responsibility of the Supervisor and must be thoroughly inspected
on a regular basis.
2. The Floor and Public area Supervisors should conduct daily inspections, and are responsible
for the condition of all the guest rooms and public areas in the assigned section. Once the
guest room and public areas have been serviced, the Floor and Public area Supervisors are
responsible for checking all rooms and areas , following a systematic workflow.
3. The Executive Housekeeper / Assistant should spot-check the rooms, as well as individually
check each room reserved for VIP arrivals, on a daily basis to ensure consistency of
standards.
4. Should the level of cleanliness fall below the required standard, the Housekeeping
Attendant should be advised and counselled to determine whether additional or refresher
training is required.
5. This counselling should be logged for future references.
Floor Supervisor:
1. Inspect the room and ensure that the cleanliness and guest supplies adhere to the
established standard.
2. Inform the Housekeeping Office so that the room status can be updated in the PMS, or use
PRIVATE PROPERTY

the telephone line to update the system.
3. Use a separate report from the attendant to keep a record of all room status.
4. Different notations are used when reporting the status of the room – refer to the PMS
set-up manual.
5. At the end of the shift, compare your report with the updated and submitted Room
Attendant assignment report.
6. The Supervisor report and Room Attendant assignment report should be identical; any
discrepancies must be investigated immediately.
Subject: P & P - Allocation and Room Assignments No: 028 -HKPP-V003-1-1-2022
General Overview
To ensure guest satisfaction through prompt room cleaning of rooms in the required order and to
increase staff productivity
▪ Allocation and room assignment for Housekeeping Attendant must be made in conjunction
with the Front Office Room Status Report. The PMS system has an automatic room
assignment function that is explained in detail in the respective manuals.
▪ Allocation and room assignment of the Housekeeping Attendants must ensure adequate
guest service and provide the maximum number of clean vacant rooms as quickly as
possible to maximize room sales and revenue.
▪ The assignment should be computerized in accordance with the following steps:
▪ The Executive Housekeeper / Assistant Manager is responsible for assigning a number of

rooms to each attendant as per the hotel’s policy. Depending on the size of the room/suite
a standard (credits) must be established.
▪ A “Room allocation and Assignment Report” should be produced at the beginning of the
shift, indicating the room status of the assigned rooms and given to the attendants.
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▪ The Housekeeping team members should service rooms in the following order whenever
possible:
▪ VIP Guest Rooms

▪ 'Make Up' Sign Rooms
▪ Vacant Dirty Rooms
▪ Occupied Rooms
Subject: P & P - VIP and Suite guest room Inspection No: 029 -HKPP-V003-1-1-2022
General Overview
● To ensure a personalized and preferential treatment to guests with specially defined status
and to understand how to inspect a guest room which is made ready for a VIP, VVIP or
celebrity arrival or check-in. The responsibility of inspecting rooms for such important guest
arrivals is not only with the Executive Housekeeper but also with other HOD's and the
General manager himself should inspect the room prepared for the VIP guests.
Below are a few points to inspecting Suite guest rooms and blocked rooms for VIP/VVIP.
● The final room inspection should be done by either the Executive Housekeeper, HOD or the
General Manager.
● All VIP rooms and Suite Guest rooms should be checked personally by any of the
above-mentioned Head of the departments.
● A more thorough checking is done with the use of a housekeeping room inspection
checklist
● All neglected cleaning areas should be checked such as :
○ The area between the bed and the nightstand
○ The interiors of drawers and wardrobes
○ The tops of all picture frames hung on walls
○ Telephone mouthpiece and earpiece
○ The tiled area next to the shower,
● Along with the items and surfaces mentioned in the checklist, bedspread, lamp shade and
pictures on the wall are checked for cleanliness.
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● The room should smell fresh, with no bad odors or dampness.
● Check all VIP and VVIP Amenities and make sure nothing is missing as per the brand
standard
● Check the guest preferences or feedback from the last visit (if any) then make sure those
are arranged for.
● Check if the complementary wine bottle, flower basket, fruits basket etc. is placed and in
order (as per the hotel's policy).
Subject: P & P - Room Reconciliation No: 030 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
The Room reconciliation is completed at the end of each day to ensure that revenue is completely
recorded, by reconciling the number of rooms occupied according to the front office and the
number of rooms occupied according to the housekeeper.
Also it validates the external cleaning contractor invoicing, when the hotel subcontracts the
housekeeping department.
The Room Reconciliation
All rooms accounted for at the end of the day.

Every morning, prior to cleaning, all rooms should be physically opened to confirm their status,
including the vacant cleaned rooms. This control should be formalized in the daily housekeeping
report.
The Housekeeping Manager carries out a daily report of:

● The number of rooms occupied based on the number of rooms actually cleaned.
● Day use
● Number of dirty rooms left from the previous day
● Number of dirty rooms left for the next day
● DND, NSR, OOO
The Front Office Manager carries out a daily report of:

● Number of room occupied based on the property management system
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● Arrivals after the closing of the day (for today and the previous day).
A daily reconciliation between these 2 separate documents and the identification of potential
discrepancies is performed by a third independent person by reconciling the rooms cleaned to the
rooms sold from the previous night.
Any discrepancies are to be accounted for and formalized with sufficient justification. The
documents used to count the number of rooms to be cleaned by a Room Attendant should be kept
along with the housekeeping room reconciliation report.
Front office requests to housekeeping i.e. room move or day use must be formalized and kept with
the room reconciliation.
Subject: P & P - Room and Public area Inspection No: 031 -HKPP-V003-1-1-2022
General Overview
1. To ensure a high level of cleanliness as per hotel standards in the guest rooms and public
area at all time
2. All areas under the responsibility of the Executive Housekeeper must be thoroughly
inspected on a regular basis.
What we have to check in the room public area during inspection :
a. The Floor Supervisor should conduct daily inspections, and is responsible for the condition
of all the guest rooms in the assigned section. Once the guest room has been serviced, the
Floor Supervisor is responsible for checking all rooms, following a systematic workflow.
b. Ensure that all areas are covered and that necessary cleaning or repairs are initiated and
followed-up.
c. During this inspection, the Supervisor should complete repair orders for any maintenance
requests, with a copy being maintained for follow-up.
d. Records should be maintained also for:
● Window cleaning frequency.
● Carpet shampooing.
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● Curtain and drapery cleaning.
● Bedspread changes.
● Shampooing of upholstery furniture.
● Mattress turning.
e. The Executive Housekeeper / Assistant should spot-check the Public Area and the rooms, as
well as individually check each room reserved for VIP arrivals, on a daily basis to ensure
consistency of standards.
f. Should the level of cleanliness fall below the required standard, the Housekeeping
Attendant should be advised and counseled to determine whether additional or refresher
training is required. This counseling should be logged for future references
Subject: P & P - SUPERVISOR END OF DAY TASKS No: 032 -HK PP-V003-1-1-2022
General Overview
To provide the guidance for the supervisor in performing his/her end of day task
What needs to do at the end of the day task :
1. Equipment must be returned to the designated area

● Floor/area checks must be done before completion of shift and ensure hotel
equipment has been returned to the designated area.
● Communication equipment returned from housekeeping staff and the equipment to be
in working order ready for the next shift.
2. Recording lost property

● Collect the day’s lost property
3. Record in lost property log:

● Location of where the item was found
● Date found
● Description of item
● Name of the person who found the item
● Log number
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4. All lost property items to be recorded accurately in the logbook and lost property log are
kept updated at all times.
● Place lost property in a secure storage area in the event of lost property inquiries.
● Record details of enquiry, cross-check details with lost property log and respond to
guests within a reasonable time frame.
5. All guest lost property inquiries must be handled efficiently.
6. Returning lost property
● Remove lost property from the designated area and ensure the lost property is
returned to guest in a timely manner
Subject: P & P - QUALITY CONTROL No: 033 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
The daily report is one of the many production documents that Housekeeping staff uses to record
work progress and standards of performance achieved.
Quality controls are important for all Housekeeping tasks but especially in those tasks that are
expensive to complete. Carpet shampooing, floor refinishing, painting, drapery cleaning, light
washing, and the cleaning of Venetian blinds are some expensive tasks that should be carefully
controlled.
Procedure
● Management is responsible for ensuring that the quality of Housekeeping befits the quality
of accommodation, facilities, and services provided by the Hotel.
● To ensure high standards of employee performance, management must focus much of
their efforts on motivating and training the employees, and on plans to improve
efficiencies.
● Good results are achieved from good methods, good tools and equipment, but especially
by building capable and effective staff.
● The Supervisor in Housekeeping has a large role to play in this regard. They must monitor
the quality of their subordinates’ work by delegating other members of staff to conduct
regular inspections, and motivate staff to increase their productivity and quality of work.
PRIVATE PROPERTY

Subject: P & P - INSPECTING THE ROOM No: 034 -HKPP-V003-1-1-2022
General Overview
1. Every guest room must be checked on a daily basis by the housekeeping supervisor, this will
help the hotel to attain high guest satisfaction in terms of room comfort and also for safety
reasons.
2. Use of a pre-printed room inspection check-list form will prove effective for the hotel
management. It will establish a set procedure ensuring that will remind both the
Housekeeping Supervisor / Executive and Room Attendant of any defects and missing
amenities for the guest.
GUEST ROOM INSPECTION
LIVING ROOM
Doors working properly Yes No N/A
Doors open easily and quietly Yes No N/A
Windows open and close properly Yes No N/A
Window free of cracks Yes No N/A
Window glass clean Yes No N/A
Drapes straight and working properly Yes No N/A
Floor Vacuum and clean Yes No N/A
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BED ROOM
Bedside Table free of dust and scratches Yes No N/A
Telephone are Clean and free odor and Yes No N/A

working properly
Printing Stationery,Guest directory, Bed Menu Yes No N/A

Green Environment card in QR code
Wardrobe are clean free from dust and set Yes No N/A
up with 6 hangers (3 suit, 3 dress)
2 Slippers available in different size (44 & 39 ) Yes No N/A

and in good condition
Beds correctly made as per standard Yes No N/A
Bedspreads straight,Bedspread and free of Yes No N/A

rips and stains and the color are bright
Floor Vacuum and clean Yes No N/A
BATHROOM
Clean toilet seat (both sides) Yes No N/A
Underside of toilet bowl clean Yes No N/A
Toilet flushes correctly Yes No N/A
Bathroom free of odours Yes No N/A
Shower curtain or door glass clean and free Yes No N/A

from water mark
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Shower rod in good condition and the Yes No N/A
shower head clean and shine
Pop up ( Sinks stopper) clean Yes No N/A
Free of water spots on wall and tiles Yes No N/A
Shower or tub free of grout Yes No N/A
Guest Room Amenities are as per standard Yes No N/A
Toilet lid down, clean and 2 toilet rolls Yes No N/A
Fresh Supply of towels (2 bath towels and Yes No N/A

1 bath mat
Hairdryer in good working order and clean Yes No N/A
Maintenance
If repairs are required, please include a Yes No N/A

photo of the broken items.
Has anything in the room been damaged? Yes No N/A
If anything is damaged, please include a

photo of the damages.
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Subject: P & P - ROOM CHECKLIST No: 035 -HKPP-V003-1-1-2022
General Overview
To establish the proper control in ensuring the cleanliness, maintenance, and the standard set up
of the guest room.
The room checklist should include the following questions:

1. General
a. Does the door open easily? YES or No
b. Do all the light switches work properly? YES or NO
2. Beds
a. Are they neatly made?
b. Are the spreads clean and straight?
c. Are the sheets showing under the bedspread?
3. Dresser
a. Are all the drawers clean?
b. Is the top clean?
c. Is the lamp free of dust?
d. Is the mirror clean, and hanging straight?
4. Pictures
a. Are they all free of dust?
b. Is the glass spotless?
c. Are the pictures hanging straight?
5. Temperature control
a. Are the air vents clean?
6. Lamps
a. Are they clean?
b. Are the shades straight?
c. Are the bulbs working?
7. TV Sets
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a. Turn the TV set on. Is it working properly?
b. Are the TV sets and stands clean?
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8. Coffee table, lamp table, permanent luggage rack
a. Is the rope clean?
b. Are the ashtrays in their proper place?
9. Drapes
a. Are the drapes clean?
b. Are the drapes in good condition and in no need of repair?
c. Do they open and close easily?
10. Windows
a. Are they clean inside and outside?
b. Do the latches work correctly?
c. Are the windows clean?
11. Check the walls
a. Are they clean and free of dust and dirt?
12. Wardrobe
a. Is the shelf clean and free of dust?
b. Are the following items in the closet:
c. Laundry bag
d. Laundry List
e. Clothes Hangers
13. Bathroom
a. Is the waste bin clean?
b. Is the shower door clean?
c. Is the tub clean?
d. Is the toilet clean, inside and outside?
e. Is the wall free of fingerprints and splash marks?
f. Free of dripping water?
g. Does the flush valve in the toilet work properly?
Subject: P & P -INSPECTING A BATHROOM No: 036 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
1. The guest expects the bathroom to be meticulously cleaned and that all the equipment
and facilities are functioning properly
2. Use of a pre-printed room inspection check-list form will prove effective and It will
establish a set procedure ensuring that will remind both the Housekeeping Supervisor /
Executive and Room Attendant of any defects and missing amenities for the guest.
The Bathroom Checklist
The cleanliness of the bathroom Yes No N/A

Ensure that the equipment and facilities are functioning.
No dust, no hair and no stains are on the floor, wall, glass
door and drainage
Shower Area Yes No N/A

Check and ensure that the showerhead and taps are clean
and free from watermarks and stains.
Ensure the soap dishes area is clean.
Check and ensure that shower tub is clean and free from
hair, dirt and stain.
Bathtub Area Yes No N/A

Check taps handrail and stopper to ensure that they are
clean are clean,shiny and working properly.
Check the clothesline and ensure it is clean and
functioning.
Check towels to ensure they are clean and properly folded.
Ensure the mirror is clean and free of watermarks and
stains.
Vanity Area Yes No N/A

Check the hand basin and counter to ensure they are free
from hair ,dirt and stain
Ensure the taps are clean, shiny, and working properly.
Check towels to ensure that they are clean and folded
correctly.
Check amenities to ensure that quantity is correct and
correctly placed.
Waste Bin Yes No N/A

Check the waste bin to ensure there is no trash and the bin
is clean
Toilet Area Yes No N/A
PRIVATE PROPERTY

Check the toilet bowl inside that is clean and free from
hair,dirt and stain
Check the tank to ensure that is clean
Check the toilet roll holder and the toilet paper
replenished
Bathroom Floor Yes No N/A

Check the floor to ensure that it is clean and free from
hair,dirt stain
Final Check Yes No N/A

Stand at the door and look around to ensure that you have
not missed out any area
Subject: P & P -NSPECTING STAY OVER ROOM

No: 037 -HKPP-V003-1-1-2022
General Overview
To ensure stay over rooms are serviced and the standard is followed and to control and monitor
guest satisfaction by providing the highest standard cleanliness of the guest room.
Steps for the Inspecting the stay over room
● Enter the room following the hotel's standard procedure.

● Inspect the bed for any damage or stains and smooth out the mattress. Make the bed
following standards and ensure that once complete all sheets, covers and pillows are
thoroughly checked for stains, tears and any hairs.
● Always make sure to check all visible surfaces for rubbish not forgetting inside the drawers
and under the bed.
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● Next - dust. The room should always be well dusted from the top of the highest piece of
furniture or fitting to the bottom of every chair. Don't forget window sills, lampshades and
any hanging artwork
● It is important not to forget to ensure the Attendant sanitized high contact areas/items
such as the remote control, light switches, door handles and telephones paying particular
attention to any devices in the bathroom area.
● Guest clothing folded properly and placed on the credenza, table, or foot of the bed. Shoes
are neatly straightened and placed against the baseboard where guests will not trip over
them.
● Special attention should be paid to the cleanliness of the bathroom including toilet seats
and handles. From the showerhead to the floor, especially any hair
● The cleanliness of the sink and tub areas, a room attendant may align guests’ personal
toiletries. Toothpaste and toothbrushes may be placed in an empty glass or cup so they do
not come into contact with the vanity. Brushes, combs, and cosmetics may be placed on
hand towels in an orderly fashion, and shampoo and conditioner bottles may be aligned on
the tub edge.
● Chrome is to be shined so no watermarks show and the shower curtain or glass door are
clean ,free from soap scum and water mark
● Make sure all other items provided by the hotel are replaced. This includes personal care
products through to tea/coffee facilities, laundry baskets , do not disturb signs, notepad .
● Check all pillows, throws and curtains are in excellent looking condition and in the correct
configuration. ensure the carpet is clean no damage or stains
● Once complete, ensure the room fresh and no odor
Subject: P & P -CHECKING A CHECK OUT ROOM No: 038 -HKPP-V003-1-1-2022
General Overview
To check and ensure that the guest has not left behind any belongings and to check for any
missing/damaged items from the room can be reported immediately
PRIVATE PROPERTY

What needs to be checked once the guest checks out :
▪ All equipment should be checked with all faults being reported to the Housekeeping office:
lights, television, radio sets, DVD player, remote controls, alarm clock, telephones,
mini-fridge, coffee machine/kettle, air-conditioning, safe and any other supplied equipment
▪ The room temperature and humidity are adjusted to the standard level.
▪ Turn on the air conditioning on high prior and during cleaning the room to eliminate any
unpleasant odors.
▪ If the room has been vacated, a check should be made to ensure that the guest has not left
behind any belongings.
▪ Guest Room Linen
Used bed and bath linen should be removed, ensuring that no personal belongings are
mixed with the linen.
▪ Checking for Missing Items
The Housekeeping Attendant should check the guest room and bathroom for any missing
items from the standard room set-up, reporting any such items to the Housekeeping Office.
▪ Checking for Lost and Found Items
The room should be thoroughly checked for left items, which should be reported
immediately to the Housekeeping Office.
Subject: P & P -OUT OF ORDER ROOM & OUT OF SERVICE

No: 039 -HKPP-V003-1-1-2022
General Overview
To ensure the room set-ups are as per standards and to avoid any revenue lost due to unavailable
rooms
Out Of Order Room
PRIVATE PROPERTY

If a guest room cannot be made up due to damages or malfunctions, the room must be placed on
“Out-Of-Order” status (“OOO”).
This status automatically removes the room from the available room count upon entry in the PMS.
Only the Executive Housekeeper and Front Office may place a room on Out-Of-Order status and
change the status back to vacant when repairs have been completed and checked.
Out Of Service Room
If a guest room temporarily needs a Housekeeping or Maintenance intervention in order to reach

the established standards, the room might be placed on “out-of-service” status
This status does not remove the room from the available room count upon entry in the PMS. The
room should not be allocated by the Front Office until it is released from “out of service” status.
The room should be released from out of service status, as soon as possible, latest by the end of
the housekeeping cleaning shift / day. If the intervention cannot be finished until the end of the
day, the room status should be changed into out-of-order
Subject: P & P - DO NOT DISTURB / DOUBLE LOCKED ROOM No: 040 -HKPP-V003-1-1-2022
General Overview
1. How to respect the Guest's privacy when a "Do Not Disturb" sign is on the door.
2. "Do not Disturb" signs are strictly observed by the team , except for In-Room Dining orders
delivery.
What needs to be done to Not Disturb the room?

1. If the "Do Not Disturb" sign is still on the guestroom door after 2pm, the Housekeeping
Supervisor leaves a note under the door - using collateral meeting Archipelago Visual
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Identity Guidelines - offering Guest to call Housekeeping anytime they would like the
guestroom to be serviced.
2. If by 5pm there is no request from Guest, a Housekeeping Supervisor will call and inspect
the room for Guest safety at 6 PM
DO NOT DISTURB / DOUBLE LOCKED ROOM
▪ Rooms with a “Do Not Disturb” sign or double-locked must never be disturbed.
▪ Room Ambassadors must notify floor supervisors if the sign is still on after 2 pm.
▪ Floor supervisors must check the computer system to avoid disturbing rooms, early
arrivals, etc. After verification, staff should contact the guest by telephone and ask what
the most convenient time to clean the room.
▪ When no one answers the phone, a voice message or printed note should be placed
under the door indicating that an attempt has been made to clean the room.
▪ The afternoon shift should be informed to check and call the room.
▪ If the sign is still on in the evening and the guest does not appear or call, the Manager
on Duty should be notified and decide whether to intervene to ensure the guest’s
safety. It is vital that guests are not unnecessarily disturbed, as they use the sign and/or
double lock the room for a specific reason.
▪ The “Do Not Disturb” sign is respected also during the turndown service. If the guest
does not wish to be disturbed, then it is important to come back later.
Subject: P & P - GUEST ROOM CLEANING SEQUENCE - 6 BASIC STEPS No: 041 -HK PP-V003-1-1-2022
General Overview
1. To improve our levels of customer service through the cleaning and Auditing Process and to
control guest satisfaction by providing the highest standard of cleanliness.
2. To train a Room Attendant in the sequence, methods, tools, and chemicals for proper room
cleaning. To train in room inspection to promote she/he to become a self checker and
measure the productivity and the speed of the room attendants
The 6 Basic Steps Cleaning Process
PRIVATE PROPERTY

1. Enter the guest room, walk once around the room turn on the lights, open the drapes,
notify room service of tray or cart pick-up, inspect under the bed and check maintenance
issues
2. Strip the bed linen and collect towels from the bed and bath and place in the trolley soiled
linen bag, trash is also collected and, disinfectant is sprayed on the bathroom fixtures
3. Clean linen for the bed is brought into the room from the trolley to make the bed. Occupied
rooms, take care of the guest belonging such as folding the guest clothes, etc)
4. Clean the bedroom (dusting and wiping noting supplies that must be replaced, replace
depleted supplies.
5. Clean the Bathroom (wash shower room, toilet, mirror, shower glass. floor), replace
amenities and towels
6. Vacuum the room (starting at the farthest point from the door, reposition furniture, open
the curtain and turn off lights, makes one final visual check of the room.
The room attendant makes one final visual check of the room, viewing it from the guest’s
perspective of the incoming guests.
Subject: P & P - ROOM ATTENDANT DAILY TASK

No: 042 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure room attendants work efficiently and keep the room clean and up to standard.
To control the team by providing routine tasks for consistency.
Collecting daily paperwork

● Room Attendants must collect room allocation sheets at the beginning of shift.
The daily worksheet is kept in a safe and secure place to protect the privacy of guests.
Key Control
● Staff members take responsibility for the keys by signing for them. On the key log sheet staff
members need to record:
PRIVATE PROPERTY

✓ The keys that were issued
✓ The time and date the keys were issued
✓ Their name
✓ Their signature
✓ Witness signature
The security standards are applied at all times.

● Once issued, keys must be kept by the Room Attendant at all times; keys must not be given to
any other staff member.
Departmental briefing
● Attend briefing to obtain all hotel relevant information:
✓ Hotel occupancy
✓ Arrivals/departures
✓ Daily tasks
✓ Department birthdays
✓ OH&S tasks
All relevant information is passed onto staff members.

● Participate in daily stretches
Collect chemicals and equipment

● Collect chemicals and PPE (Personal Protective Equipment) if needed.
✓ Check chemicals are incorrect bottles and labeled
✓ Handle in accordance with MSDS (Material Safety Data Sheet)
✓ Staff members are responsible for their own safety and the safety of others.
● Check that caddie is stocked with:
✓ Large and small sponges
✓ Scourers
✓ Toilet brush - separated
✓ Scrubbing brush
✓ Rinsing bucket
Caddies must be stocked with all supplies needed to complete daily tasks.
Toilet brush/sponges/dishwashing equipment to be kept separate from each other to prevent
cross-contamination.
● Collect cleaning cloths:
PRIVATE PROPERTY

✓ Tea towels
✓ Polishing cloths
Correct cleaning clothes are to be used for each task to prevent cross-contamination.
Hotel linen is never to be used for cleaning.
● Collect trolley:
✓ Check trolley is in working order
✓ Re-stock trolley to par level
✓ Amenities replenished
✓ Restock room collateral
✓ Replenish tissues, toilet paper, garbage bags
Trolley is re-stocked with linen, amenities and collateral to perform daily tasks and in good working
order. Do not overload the trolley. Trolley is to be clean and tidy and presented in a professional
manner during your shift:
Vacuum Cleaners
● Collect vacuum cleaner
✓ Check cords of vacuum cleaner
✓ Check vacuum cleaner is empty
Ensure no electrical plugs or wires are frayed or damaged.
Subject: P & P - ROOM ATTENDANT END OF SHIFT

No: 043 -HKPP-V003-1-1-2022
General Overview
The Housekeeping Department must control the equipment, guest amenities, and cleaning
supplies to ensure adequate stocks at all times. To ensure all paperwork to sign back items, is
checked for security reasons and handover for the next shift is done smoothly
Equipment must be left clean and in working order

● Return all chemical containers to the designated area
PRIVATE PROPERTY

● Equipment is to be clean, tidy, and prepared for the next shift and returned to the designated
area
● Return trolley to designated area
Returning of paperwork and keys

● On completion of a shift, staff members need to sign the keys back, providing the following
information:
✓ The keys that are returned
✓ The time they are returning the keys
✓ Their name
✓ Their signature
✓ Witness signature
All keys are accounted for

● Room Attendants are to return room allocation sheets at the end of shift. All rooms allocated
have been accounted for
Complete handover
● Room Attendants must report any necessary information to the Supervisor before leaving to
ensure the follow-up required on outstanding issues or tasks can be completed.
Subject: P & P - PRIORITY CLEANING GUEST ROOM

No: 044 -HKPP-V003-1-1-2022
General Overview
● All VIP Rooms are ready prior to arrival or before 1100 hours.
● All “Early Service” rooms are done as requested by guests.
● Rooms are cleaned according to priority.
Clean rooms in the following order:
PRIVATE PROPERTY

1. VIP rooms (arrival and in house)
2. Early service request rooms
3. Rush rooms
4. Check out rooms
5. Occupied / stay-over rooms
Subject: P & P - CHECKING ROOM STATUS No: 045 -HKPP-V003-1-1-2022
General Overview
Comparing the report with the room status and what discrepancies can be possible, to notice
skippers, sleep outs, or others, and to know what to do in an Emergency
Items need to check :
1. Check the room status

▪ Check the room status on your report and proceed to the floor.
▪ Check all vacant and out-of-order rooms.
▪ Check all rooms at 10 AM for physically room check
▪ If the guest room is DND, note down on the worksheet and check later.
2. Discrepancy
▪ Fill in the correct status in the worksheet, and inform the Front Office immediately
of any discrepancy.
▪ Make sure that the actual room status is the same as your report.
▪ If luggage is found in a vacant cleanroom, note this on your worksheet and inform
the Front Office to follow up immediately.
▪ If you find a guest in a vacant room, greet the guest politely and apologize for
disturbing the guest. Introduce yourself and ask the guest if he needs any
assistance.
▪ If the room is occupied and a guest has not slept in the room, it is a possible “sleep
out” room, and you have to inform the Front Office for follow up .
PRIVATE PROPERTY

▪ If the room is not occupied, it is a possible skipper (Refer to the same procedure as
above (sleep out).
▪ Note on your worksheet and again inform the Front Office
▪ Print the discrepancy Report
Subject: P & P - ROOM ASSIGNMENT

No: 046 -HKPP-V003-1-1-2022
General Overview
To ensure guest satisfaction through prompt room cleaning and to increase staff productivity.
What needs to be done :

▪ Assignments for Housekeeping Attendants must be made in conjunction with the Front
Office Room Status Report. The PMS system has an automatic room assignment function
that is explained in detail in the respective manuals.
▪ Assignment of the Housekeeping Attendant must ensure adequate guest service and
provide the maximum number of clean vacant rooms as quickly as possible to maximize
room sales and revenue.
▪ The assignment should be computerized in accordance with the following steps:
▪ The Executive Housekeeper / Assistant Manager is responsible for assigning a number of
rooms to each attendant as per the hotel’s policy. Depending on the size of the room/suite
a standard (credits) must be established.
▪ A “Room Assignment Report” should be produced at the beginning of the shift, indicating
the room status of the assigned rooms and given to the attendants.
▪ The Housekeeping team should service rooms in the following order whenever possible:
▪ VIP Guest Rooms
▪ 'Make Up' Sign Rooms
▪ Vacant Dirty Rooms
▪ Occupied Rooms
▪ There might be a need to start with vacant dirty rooms due to early arrivals or that all
guests are still sleeping.
PRIVATE PROPERTY

▪ Different colors could be used for easier identification for the Attendant to prioritize
according to needs.
▪ As each room is cleaned, the Attendant should check the room and update the status via
the telephone interface where available or report the status to the Supervisor who will
check the room prior to updating the room status.
▪
Subject: P & P - HOUSEKEEPING TROLLEY

No: 047 -HKPP-V003-1-1-2022
General Overview
1. Housekeeping Attendants set trolleys as per the standard, like bedsheets in one shelf,
towels in another, bathroom amenities and in a separate shelving
2. Attendant trolley cart can be compared as a giant toolbox, It should be stocked with all the
required amenities to complete one shift of room cleaning.
The cart should be spacious enough to carry all the required supplies for one shift's work.
● The trolley cart should be lightweight, easy to clean, and easily maneuvered.
● The trolley cart has to be always well organized and well-stocked before starting each shift.
● A well-stocked attendant trolley 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 trolley carts are normally stocked from the floor pantry.
● Never overstock 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 trolley cart on the Room assignment sheet.
The supplies loaded on the Attendant Trolley cart:
○ Bath towel
PRIVATE PROPERTY

○ Shampoo
○ Shampoo
○ Moisturizer
○ Sewing kit
○ Shower cap
○ Shoeshine
○ Toilet rolls
○ Tissue box
○ Soap
LINEN
○ Bath towel
○ Hand towel
○ Face towel
○ Bathmat
○ Bedspread
○ Pillow cases
The cleaning Supplies are kept separate in the caddy tray , below are few items stocked on the
hand caddy
○ Toilet cleaning solution

○ Bowl brush
○ Toilet brush
○ All-purpose cleaner
○ Cleaning clothes
○ 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 maid’s cart with a lid on it.
Once the shift is over the attendant’s trolley is moved back to the floor pantry and all the shelves
to be locked
PRIVATE PROPERTY

Subject: P & P - CLEANING SUPPLIES CADDY No: 048 -HKPP-V003-1-1-2022
General Overview
1. The cleaning caddy is helped and needed by the Housekeeping Attendant as well as
organizing the chemicals and cleaning tools and simply carries it around with everything
that the Attendant needs.
2. The cleaning caddy it is properly stocked with the cleaning chemicals and ensure all the
spray bottle are fully function
The Caddy Tray Contains
○ Polish
○ Duster
○ Antibacterial wipes
○ Rubber Gloves
○ Cleaning Cloths
The Chemicals Supplies
○ Toilet cleaning solution (ensure the MSDS product label are available)
○ Bowl brush
○ Toilet brush
○ All-purpose cleaner ( ensure the MSDS product label are available )
Subject: P & P - MOVING AND PARKING TROLLEY CART

No: 049 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
When the Attendant cleans the guest room, they must park the trolley at the right location and set
up the trolley with enough linen and guest amenity for the rooms that are intended to be cleaned.
Park the Room Attendant trolley during servicing the room
● The front of the trolley must face the room door in order to take linen, bed sheets, bath
towels, and guest amenities like shampoo, soap, etc., easily and quickly.
● The distance from the room door to the trolley is neither too far nor too close so that Room
Attendant can take dirty linen out and put it into the trolley bag easily, as well as Room
Attendant can move to get clean linen or guest amenity from the trolley quickly.
● If it is an occupied room, leave enough space for guests to go in and out of their room easily
and comfortably, however close enough so that no other guests can enter the room
without the attendant knowing.
● Do not park the trolley in the middle of the corridor because it will take up space and be
difficult for guests to walk along the corridor or to move.
Subject: P & P - ENTERING AND LEAVING A GUEST ROOM No: 050 -HKPP-V003-1-1-2022
GENERAL REVIEW
To respect guest’s privacy and to adapt service accordingly. Respect Do Not Disturb Signs and
follow the procedure
ENTERING
▪ Knock on the door 3 times using your index finger or ring the doorbell once.
▪ Identify service clearly and loudly enough for the guest to hear you from inside the
room.
PRIVATE PROPERTY

▪ Wait 10-15 seconds before you knock / ring again, if there is no answer.
▪ Open the door quietly, announces yourself
▪ If the guest is in the room, greet them by name and explain your presence. If the
guest agrees, proceed with cleaning the room
▪ Ask if the time is convenient or the guest would prefer you return later or not at all.
o If the guest requests cleaning to be done later, politely ask the guest the
time that best suits them. With the note in the worksheet and return to
clean the room at request time
o If the guest requests to cleaning the room later after your shift, handover
the request to your supervisor and Inform Housekeeping Office and
Supervisor r
LEAVING
▪ If you have to leave the room temporarily, inform the guest.

▪ Inform the guest when you have finished and ask if there is anything else you may
assist at.
▪ Thank the guest and wish a pleasant stay (day, evening, etc.)
▪ Leave the room quietly.
▪ Ensure the door is closed.
Subject: P & P - MAKING THE BED

No: 051 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure that the guest enjoys a perfect night’s sleep in a well prepared bed.
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.
PRIVATE PROPERTY

● 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 protectors come in different sizes, 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 fresh sheets and pillowcases / slips as per the bed size.
Making the bed:
● Pull the bed a little away from the headboard.

● Spread the fitted bed sheet and tuck the bottom at the four corners.
● Put the Inner Duvet inside the duvet cover
● Place the Duvet above the fitted bed sheet and make a fold approximately 6” to 8”. on the
top side
● Go towards the foot of the bed and fold the duvet cover and Do not tuck in the duvet under
the bed. Please refer to the duvet set up video
● Tightly tucked in the Duvet cover on both sides of the mattress.
● 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 center and the tucked flaps on
the other side of the pillows.
● Push the back bed towards the side of the headboard in the exact position.
● All the four corners of the bed are 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”.
Subject: P & P - CLEANING THE BATHROOM

No: 052 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

The Bathroom must always be cleaned thoroughly and the bathroom supplies need to replenished
regularly
How to clean the Bathroom and Shower area
● Before a bathroom can be cleaned collect all the dirty towels then place in the soiled
hamper bag on the trolley
● Collect all used bathroom supplies ( such as Shampoo, Conditioner and Soap )
● Check Shower curtain or shower glass for cleanliness ,all electrical equipment, fixture and
fitting for damaged or defects
● All damages and defects should be reported to the floor supervisor to produce a
Maintenance Order
The Steps for Cleaning a Bathroom:
Cleaning the Shower

● Clean the showerhead, taps, wall, shower door frame, shower door, and handle.
● Rinse the wall and other areas with hot water, starting from the top downwards.
Rinse and Dry the Shower
● Dry the showerhead and taps with a dry cloth. Dry the wall, shower door frame, shower
door and handle
● If any metal part is tarnished, take a wet cleaning cloth with metal polish and polish the
metal in a circular motion.
● Scrub the floor with a hand brush and general-purpose cleaner.
● Rinse with water.
● Dry the area with a dry cloth.
Subject: P & P - CLEANING BATHTUB AND SHOWER No: 053 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

The Bathroom needs to be cleaned extremely well, this area will indicate to your guests the
cleanliness of the room, if this is not done well you will lose business and guest loyalty.
Cleaning the Bathtub
● Scrub the bathtub wall with a hand brush, using a general- purpose cleaner, from the top
downwards.
● Clean showerhead and faucet handle.
● Fill up the bathtub a quarter full with warm water.
● Clean the inside of the bathtub using a sponge and general-purpose cleaner.
● Clean the grab-bar and the soap dish with a sponge and general-purpose cleaner.
● Clean the pipes and stopper. Ensure there are no loose hairs
Rinse and Dry the bathtub
▪ Rinse the bathtub, faucet and grab-bar with warm water.
▪ Dry the bathtub wall showerhead and faucet handle with a dry cloth
▪ Dry the bathtub, stopper, soap dish and grab-bar.
▪ Dry the rubber mat and place it on the bottom of the bathtub.
Cleaning the Shower
▪ Clean the showerhead, taps, wall, shower door frame, shower door, and handle.
▪ Shower heads must be removed and replaced with a clean shower head on a regular basis(10
per day)
▪ Rinse the wall and other areas with hot water, starting from the top downwards.
Rinse and Dry the Shower
▪ Dry the showerhead and taps with a dry cloth. Dry the wall, shower door frame, shower door
and handle
▪ If the shower glass has hard water stains schedule a glass polishing for the room
▪ If any metal part is tarnished, take a wet cleaning cloth with metal polish and polish the metal
in a circular motion.
Subject: P & P - : CLEANING THE SINK AND COUNTERTOP No: 054 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
The bathroom must always be cleaned thoroughly and the bathroom supplies need to replenished
regularly
The Bathroom is the most frequently used room and it must be clean and sanitary.
Cleaning The Sink

● Remove stains, soap scum, toothpaste and hair
● Rinse and clean the sink using a soft cloth or sponge.
● Afterwards, run the water for a shiny sink.
Counter top
● Must be free of spots, residue, and dust

● Spray sink and countertop with disinfectant cleaner, let sit.
● Use white scouring pad and cream cleanser for stubborn stains.
● Rinse well and wipe the sink and countertop dry.
● Clean chrome fixtures and wipe dry
● Report malfunctioning parts to maintenance.
Subject: P & P - CLEANING THE TOILET

No: 055 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
It's essential to keep toilets clean. A dirty toilet will look bad, smell bad, and breed germs.
Cleaning The Toilet

● Use the correct chemicals to clean the toilet bowl and apply the cleaning solution on the
side and behind the toilet and check the flush and ensure it is working properly
● Use a toilet bowl brush brush to scrub the inside of the toilet bowl, clean under the rim and
the seat and clean the top of the rim of W/C, in and around the hinges, bottom of W/C
seat cover
PRIVATE PROPERTY

● While the cleansing solution soaks into the toilet grime in the bowl, clean the outside of the
toilet. Start at the top to prevent dripping on already clean surfaces. Spray the tank, handle,
and tank edges with cleaner and wipe down. Next, do the outside lid of the toilet. Finally,
wipe down the entire outside of the bowl. Start with the sides and front before cleaning the
bottom edges of the toilet where it meets the floor.
Cleaning the toilet seat
● The toilet seat should never be neglected. It is the part of the toilet that comes into actual
contact with people, and it needs to be cleaned thoroughly.
● Raise the seat. Spray the seat, inside lid and the rim of the toilet with a cleaner.
● Wipe down the lid, seat, and hinges at the back of the toilet seat. Some toilets have hinges
that will pop open to allow better access for cleaning. (If you want to, use an old
toothbrush to scrub the hard-to-reach spots between the lid and the body of the toilet as
well as the hinges.)(don’t leave the toothbrush for the guests to use)
Give the body of the toilet a quick wipe-down-

● Using a spray bottle, mist the exterior of the toilet with an all-purpose cleaner.
● Use a cleaning cloth to wipe down the toilet's porcelain, paying special attention to the
handle
Subject: P & P - Moving Cleaning Caddies

No: 056 -HKPP-V003-1-1-2022
General Overview
Caddies tray consists of a box with a handle and fitted tray. They are used by Housekeeping
attendants for carrying cleaning supplies from room to room for guestroom cleaning or Public Get
yourself well prepared with a cleaning caddy for your next cleaning tasks and save your time by
using a cleaning caddy, which is best set up according to your needs
What is the most important thing to be stored in a cleaning caddy?
Any cleaning tools and cleaning agents that will be needed in most of the rooms and for the most
purposes. A well organized cleaning caddy will help you to be more efficient and will save you a lot
PRIVATE PROPERTY

of time. It is an easy to handle carrier for the cleaning products that you need for most rooms and
Public Areas. Being organized makes life that much easier
Basically anything that will be needed most of the time for cleaning, such as:
● Rubber gloves
● All Purpose Cleanser
● Glass Cleaner
● All Purpose Brush
● Duster
● Antibacterial Wipes
● Cleaning Cloths
● Bin Bags
The cleaning caddies are brought into the bathroom inside the bathroom areas or kitchen and left
on tiled floors and not to place it on the carpet or counter .Place the caddies next to the areas you
are working on and keep the cleaning caddies neat and clean
Subject: P & P - Cleaning Mirror

No: 057 -HKPP-V003-1-1-2022
General Overview
Mirror must be clean, sparkling, and free of smudges, streaks, and spots.
Cleaning mirrors:
● Use a damp sponge with water only to wipe the mirror.

● Using a Glass cleaner for cleaning mirrors
● Dry and polish the mirror with a dry cloth.
● Wipe the 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.
PRIVATE PROPERTY

● All glass surfaces have to be clean and shiny.
Subject: P & P - Moving Cleaning Caddies

No: 058 -HKPP-V003-1-1-2022
General Overview
Caddies tray consists of a box with a handle and fitted tray. They are used by Housekeeping
attendants for carrying cleaning supplies from room to room for guestroom cleaning or Public Get
yourself well prepared with a cleaning caddy for your next cleaning tasks and save your time by
using a cleaning caddy, which is best set up according to your needs
What is the most important thing to be stored in a cleaning caddy?
Any cleaning tools and cleaning agents that will be needed in most of the rooms and for the most
purposes. A well organized cleaning caddy will help you to be more efficient and will save you a lot
of time. It is an easy to handle carrier for the cleaning products that you need for most rooms and
Public Areas. Being organized makes life that much easier
Basically anything that will be needed most of the time for cleaning, such as:
● Rubber gloves
● All Purpose Cleanser
● Glass Cleaner
● All Purpose Brush
● Duster
● Antibacterial Wipes
● Cleaning Cloths
● Bin Bags
The cleaning caddies are brought into the bathroom inside the bathroom areas or kitchen and left
on tiled floors and not to place it on the carpet or counter .Place the caddies next to the areas you
are working on and keep the cleaning caddies neat and clean
PRIVATE PROPERTY

Subject: P & P - Placement Of Towels And Set Up
No: 059 -HKPP-V003-1-1-2022
General Overview
The towels supply and set up that are conducive to the guest’s material comfort and convenience
and towels are placed in various areas of the guest bathroom area
Towels in the Bathroom
● Towels are set to design and pars as listed in procedure.

● All bath towels and hand towels are hung so that they are even both in width and in length.
● All towels are free from stains, tears, and runs.
● No terry seams or tags are exposed to the view of guests.
Replace towels as per brand standard set up and following par:

● Bath Towel: 2 per bathroom
● Hand Towel: 2 per bathroom
● Wash Cloth: 2 per bathroom.
● Bath Mat: 1 per bathroom
Hang towels as follows:
BATH TOWELS
Place 2 bath towels, side by side, centered on the large towel rack in bathroom:
● Fold each towel in each third lengthwise, then in half .
● Fold each towel in half again, over the towel rack.
PRIVATE PROPERTY

HAND TOWELS
Place 2 hand towels, side by side on the small holder
● Fold each towel in third lengthwise
● Fold each towel in half over the towel holder.
Subject: P & P - Placement Of Facial Tissue And Toilet Paper

No: 060 -HKPP-V003-1-1-2022
General Overview
The Facial Tissue and Toilet Paper supply and set up that are conducive to the guest’s material
comfort and convenience and facial tissue and toilet paper are placed in various areas of the guest
bathroom area
Facial Tissue and Toilet Papers placement
● Facial tissue is no less than ¼ full

● Facial tissue holder is clean and free of dust
● Toilet tissue faces out, over the roll.
● There is one extra roll of toilet paper in each bathroom.
● Both facial and toilet tissue have a “V-Fold.
● Both facial and toilet tissue are dry, with no spots.
The steps
●
● Check facial tissue, replace if less than ¼ full.
● Clean the tissue cover with a brush and replace the tissue box.
● Fold top facial tissue into a “V-Fold”.
● Check toilet tissue, replace if less than 1,5 centimeters in width.
● Polish toilet paper holder, making sure there are no smudges, dust or fingerprints
● Fold the first tissue of toilet paper rolled into a “V-Fold”.
PRIVATE PROPERTY

Place one extra roll of toilet paper in the bathroom as a spare
Subject: P & P - Replacing Amenities

No: 061 -HKPP-V003-1-1-2022
General Overview
To provide a variety of guest room supplies and amenities for the guest needs and convenience.The
guest supply includes all items that are conducive to the guest’s material comfort and convenience.
To follow a common pattern in the placement of guest supplies in the guestrooms and suite with
the details of standard supplies placed in guest rooms followed the brand guideline and manual
● Amenities are replaced to par listed in procedure.
● All used amenities are removed and replaced in check out rooms.
● All exhausted amenities are replaced by occupied rooms.
The Steps
Check out rooms, replace all opened or used amenities:
● One bottle of Conditioning Shampoo

● One bottle of Hand and Body lotion
● One bottle of Bath Gel.
● One Shower Cap
● One Shoe Mitt
● Other amenities as directed by Executive Housekeeper
In occupied rooms, replace only those amenities that are exhausted.
PRIVATE PROPERTY

Subject: P & P - Wardrobe
No: 062 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
A wardrobe is use by the guest to store their belonging such as clothes may be hung or stored
The cleanliness of the wardrobe guest expecting are

● The wardrobe doors are clean, with no fingerprints, smudges, or dust.
● The wardrobe doors function properly.
● The mirrored doors are sparkling, with no smudges, fingerprints, or cracks
● The wooden doors are clean, with no smudges or dust.
● The wardrobe has the correct number of hangers, as outlined in the procedure.
The cleaning steps
1. Clean wooden doors, wipe front, back and hinges.

2. Wipe the wardrobe shelf and bar.
3. Wipe hangers: top, bar, hook, and clip.
4. Be sure each closet is equipped with 6 hangers and 8 for suite rooms.
5. Place hangers in a row on the left side of the wardrobe: be sure all hooks are straight and all
clips are side by side, centered on each hanger.
6. Place clip hangers in front of regular hangers.
Subject: P & P - : Dusting

No: 063 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
The main purpose of dusting is to collect small particles of dust and remove the dust from the
surface of (something) by wiping or brushing it.
Dusting doors and windows:
● From the caddy basket take a duster.

● Fold the 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 have 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 a 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.
PRIVATE PROPERTY

● Repeat the same steps on other room and bathroom telephones.
Dusting furniture:
● 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:
● Turn off the TV, as it is easier to spot the dirt on the black surface.
● For cleaning the LCD screen, use a soft, clean, lint free, dry cloth or a microfiber.
● 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 dust and fingerprints.

● High dusting that cannot be reached with cloth is with a feather brush.
● Dusting is done with A/c on and the main door open for aeration of the room.
● All areas are dusted with duster or feather brush whatever appropriate.
Subject: P & P - Cleaning Refrigerator

No: 064 -HKPP-V003-1-1-2022
General Overview
The Mini bar should be always clean and smells free at all times that provides guest with a frostless
views of the goodies inside minibar refrigerator
PRIVATE PROPERTY

Mini Fridge / Mini Bar Cleaning and defrosting:
● Remove all the bottles and Mini bar amenities

● Switches on the defrost switch.
● Place a 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.
Subject: P & P - Vacuuming The Room

No: 065 -HKPP-V003-1-1-2022
General Overview
To ensure the area is free of dust and is clean of debris
● Collect the vacuum cleaner; ensure that the vacuum cleaner bag is empty and clean prior to
use.
● Shut the door of a room so that the vacuum cleaner noise does not disturb the guest
● Plug in the vacuum cleaner and ensure that the cord is free of knots for easy operation.
● Identify the floor / area to vacuum
● If the area is carpeted, change the vacuum head from brush side to the metal side for easy
operation.
● If the surface is wooden, change the side to brush by pushing the lever upside down; push
the lever by hand only, as using your foot may damage the lever.
● Start vacuuming from one corner of the room to the other until the entire area of the room
is vacuumed.
● Any item that is bigger than the vacuum head in volume / size should be removed by hand
as it may get stuck inside the hose pipe and make suction difficult.
PRIVATE PROPERTY

● Do not under any circumstances use the dry vacuum cleaner to clean wet surfaces or
vacuum any liquids; this can damage or break the machine.
● After vacuuming the area check to ensure the area is covered and nothing is left out.
● Unplug the vacuum cleaner and roll up the cord properly.
● Do not use a vacuum cleaner at night as it may disturb sleeping guests.
● Empty and clean the dust bag every day for better results.
● Do not drag or pull the vacuum cleaner by its hose pipe as this may damage the machine.
.
Subject: P & P - EVENING TURNDOWN SERVICE
No: 066 -HKPP-V003-1-1-2022
General Overview.
● Service is for all Suites and VIP rooms.
● Guests should be informed of the service upon check-in.
● Normally done at twilight between 6 and 8pm (never later than 9pm).
● For late arrivals, the room should be turned down before guest arrival.
● Care must be taken to respect guests who do not wish to be disturbed.
● Service is best done while the Guests are out of his/her room – make sure you hang a ‘Room
Being Serviced’(In your brand manual) sign on the doorknob so Guests are not surprised there is
someone in their room!
If a Guest Is in The Room

● Ask the Guest if they would like the turn-down service.
● If not then just ask if they would like a water refill, any extra amenities or any towels etc.
● If they ask to come back later, you should note the time and return later.
● If they say yes to the service, then ask for permission to enter the room and start your service…
The bed set-up….

To begin your turn down service, start by moving any items from the bed and placing them neatly
nearby.
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Then set up the bed and slippers like the picture shown here
Subject: P & P - Shoe Polish No: 067 -HKPP-V003-1-1-2022
General Overview
To provide the guests with the convenience of a Shoe Polish Service without having to call
Housekeeping for it. Guests will simply need to place his shoes in the shoeshine basket, which is in
the wardrobe.
The Steps
● All pantries should contain shoe polish supplies.

● The Room Attendant picks up shoes from the guest room, marks the room number with
chalk on the sole of each shoe for identification, and takes the shoes to the pantry.
● The Room Attendant must pay careful attention to the type and color of the leather of the
shoes. First check with the Supervisor before cleaning delicate or expensive leather.
● After polishing the shoes, return them to the guest room and place the shoes near the
dresser with a “With Our Compliments” card attached.
● Ensure shoes are returned to the correct room number recorded on the sole.
● If you discover that a room is DND when you attempt to return shoes, inform the PM shift
to return them during Turndown Service.
● If a guest requests shoes to be returned at a specific time, ensure that the shoes are
returned on time. If a problem occurs that prevents you from returning the shoes at the
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requested time, make sure that the guest is informed of the situation by telephone or with
a written message. Apologize on behalf of the Hotel and give the guests brief details of
why the problem occurred.
Subject: Guest Room Master General Cleaning Plan

No: 068 -HKPP-V003-1-1-2022
General Overview
General cleaning is great to maintain cleanliness and hygiene. A general clean consists of the basic
cleaning tasks that include sweeping, vacuuming, dusting, mopping, etc. We recommend every
week or fortnight, depending on the size and complexity of the space.
Having a regular cleaning schedule has the following benefits:

● Everything that’s important gets cleaned frequently
● Tidy and organized rooms convey order and comfort
● Prevents growth of harmful bacteria in key areas (bathrooms and kitchens if any )
● Keeps odors from developing
GUEST ROOM MASTER GENERAL CLEANING
Subject: Mattress Turning And Testing

No: 069 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
All mattresses are marked on four sides with three months of the year:
● First side : January, February, March on one side.
● Second side : April, May, and June.
● Third side : July, August, and September.
● Fourth side : October, November, and December.
The current three-month period should be at the head of the bed for easy identification.
Turning
● Each Room Attendant is responsible for turning the mattresses in his / her section every three
months.
● All mattresses should be turned during the first week of the three-month period.
● Mattresses are to be turned at the time regardless of whether the room is occupied or not.
● In twin rooms, strip both beds.
● To reduce the possibility of back injuries, two persons should turn the mattresses.
The date on which a new mattress is put into use must be stamped on the manufacturer’s label
on the mattress.
Testing
● Mattresses and box springs must be tested annually.

● The life expectancy of a mattress is 5 to 7 years. When a mattress is replaced it should be
replaced as a set - with the box spring.
● When mattress and box springs are stored they should be stored separately. They should be
stored horizontally with not more than 9 pieces stacked together.
Subject: Water Jug Set Up in the room set up

No: 070 -HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
Archipelago support the environment and implement the latest sustainable policies across all
properties for plastic reduction
Procedure
The rooms are equipped with water jug and placed on the amenity tray, countertop or top desk
Don’t fill up the water for arrival and stay over room, leave the jug empty, clean and dry
Stayover room guest will fill up the water from the water dispenser placed in the corridor
Water Jug recommendation from Brand Manual
The standard set up:
STANDARD ROOM’S
1 Kettle
1 Water Jug
2 Mugs with 2 stirrer on top
1 Tent Card
1 Coffee/Tea set up (2 Nescafe/2 tea pack/4 white sugar/2 Brown Sugar /2 sweetener/2 creamer
Subject: PACKING ROOM BLOCKED FOR PREVENTIVE MAINTENANCE No: 071 -HKPP-V003-1-1-2022
General Overview
Housekeeping is responsible for packing the guests room completely, so the maintenance team can
PRIVATE PROPERTY

start their work without damaging any assets. Packing helps to protect and prevent other areas in
the rooms from damage due to dust , moisture, paint etc.
Preparation
● Discarded linen can be sewn into covers to cover and protect items in the room, the size
will be as needed (for bed, chairs or sofa, the cover type is similar to a fitted sheet)
● Plastic to cover the carpet or wooden flooring
● What are the most important things to be packed in the room? All furniture, accessories,
guest supplies, curtains, television, phone , Google nest and carpets
Procedure
● Strip bed of all linen and send to the laundry
● Mattress protector, bed skirting & duvet inner are to be sent to the laundry
● Pillows, shower curtain and small items are to be packed, numbered and kept in the
storeroom
● All the furniture must be covered (chairs, sofa, TV etc ) with discarded sheet covers
● Sheer curtain and curtain are covered with discarded sheet covers
● All artwork and lamps are covered with discarded sheets
● All supplies & stationery are to be packed, numbered, and stored.
○ Keep all items inside safe deposit box such as drinking glass, mug ,water jug,
telephone, or google nest
○ All the bathroom amenities are placed inside laundry basket and covered
● The shower head should be taken out and cleaned up (scaling and keep in store)
● Movable carpet to be rolled and permanent carpet covered with plastic or discard sheets.
and ensure the entire carpet has to be covered wall to wall.
● Here is the Video Packing room blocked for preventive maintenance
Subject: Time and Procedure Vacuuming Corridors No: 072 -HKPP-V003-1-1-2022
General Overview
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To ensure smooth operations and to offer a prompt and professional service as well as guest
privacy at all times
PROCEDURE
Timing of the Vacuuming in Public Areas, especially Guest Corridors begins at 10:00 AM in the
Morning and 18:00 PM in the Evening
If an Employee is vacuuming public areas and a Guest approaches, the Employee will politely turn
off the vacuum until the Guest is 3 meters/10 feet past them. The Employee will extend the
Pick up pieces of paper, trash or other items, i.e. paper clips, etc. from the floor as well Check for
stains or loose threads, remove stain using the appropriate chemical
Plug in and switch on an upright vacuum cleaner. Vacuum the floor carpet, starting from the inner
corner of the area Overlapping strokes.
Pay attention to areas under the sofa and table
STOP USING THE MACHINE IF THERE ARE ANY UNPLEASANT SMELLS OR BURNING
Report immediately any maintenance problems found while cleaning.
Subject: Housekeeping Close Room | Floor Procedure

No: 073 -HKPP-V003-1-1-2022
GENERAL OVERVIEW
This SOP will ensure that there is a proper closing of a room or floor and that the team is aware
and follows the procedure accordingly.
POLICY :
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● To monitor the inventory such as amenities, linens, printed material, etc.
● To advise team members on the proper method of cleaning frequency as per that decided to
maintain a high level of hygiene in the closed areas
● Maintain the guest experience if at all possible to avoid negative guest command on-line.
● Maintain the hotel’s assets by proper clean up and storage.
PROCEDURE :
Rooms
● Coordinate with Front Office the room status is closed in the PMS system
● Print out the last status floor/room to close
● Do not put the room out-of-order, coordinate with maintenance for room preventive
maintenance or touch up if needed and follow the SOP SOP Out of order
● All linens and towels are stripped properly and sent to the laundry for washing before
storaged.
Subject: Pest Control No: 074-HKPP-V003-1-1-2022
General Overview
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 staff 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
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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.
The Housekeeping floor supervisor or the Housekeeping manager should coordinate with the
pest control contractor for a monthly Schedule and urgent implementation arrangement of
ad-hoc pest control.
The Housekeeping Manager will advise the other department of the schedule and the type of
treatment used for pest control, so the necessary safety measures can be taken by the
concerned department Eg. Covering of food, canceling of table settings etc.
Pest control Vendors will be guided and accompanied by Housekeeping staff for security and
job performance control purposes.
Types of Pest Control service:
● Rodenticide Treatment (e .g Laying of rat bait)

● Insecticide Treatment (e.g. Spraying of Insecticide)
● Flying Insects Control (e.g. Fumigation).
● Bed bugs treatment
Areas Covered- All guest rooms, guest floor pantries, rooms and Fb area
Subject: Housekeeping Close Down Procedure

No: 075-HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
To Ensure effectiveness in response to the impact of closing the Property of timely and effective
follow the close down procedure. This SOP will ensure a proper department close down procedure
are in place and the team are aware and follow the procedure accordingly when the close down is
required
POLICY :
● The Housekeeping Leader confirmed with the GM that Department close-down needs to be
done so that all required steps can be taken and all departments concerned are well informed
too.
● Monitor rooms’s Occupancy if any
● To monitor the inventory such as material ( Chemicals and Equipment )
● To advise team member on proper method of using the disinfectant and to increase cleaning
frequency as per that decided and maintain a high level of hygiene in guest and common Public
restroom if hotel room still occupied by the guest
● Maintain the guest experience if at all possible to avoid negative guest command on-line
● Maintain the hotel’s asset by proper clear up and storage
Subject: Safely cleaning the Surfaces in public areas and rooms

No: 076-HKPP-V003-1-1-2022
( Control and Prevention- Housekeeping Attendant )
General Overview
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To protect the guests and employees from exposure to any pathogens left on surfaces and to
ensure a safe work environment protecting against harmful levels of chemicals used for cleaning
and disinfection of areas potentially contaminated.
Public Area and Rooms
● Prepare the disinfectant solution ( I CLEAN Product - Wipe & Go and Q- san Surface
Sanitizer | ECOLAB Product - Peroxide Multi Surface Cleaner and Disinfectant | DIVERSEY
Product Taski R2 ) , wearing gloves, and start to clean surfaces
● Wipe surfaces and frequently touched areas such as handles, door knobs, switches,
elevator buttons, etc
● Use disposable cloths or rags to wipe, especially in the public and guest
● Do not use a spray bottle to apply disinfectant as it may create splashes which can further
spread the virus, apply the disinfectant to the cloth directly.
● And remember wash your hands thoroughly with soap ( I CLEAN Product - Antibac Hand
soap | ECOLAB Product - Antibacterial Foam Hand Soap | DIVERSEY Product Soft Care
Med H5 ) and water each time you finish cleaning the areas and rooms
● Avoid touching your face with your hands
● Wearing mask and hand gloves when cleaning the room and Public area
PUBLIC AREA PRECAUTIONARY & PREVENTIVE

Subject:
PROCEDURE FOR INFECTIOUS DISEASES No: 077-HKPP-V003-1-1-2022
General Overview :
● Ensure the Housekeeping team complies with Infection Prevention & Control.
● Ensure cleaning procedures are followed and available and relevant to the team.
PUBLIC AREA
○ Below areas are to be sanitized every 10-15 min. from 09.00 to 21.00.
■ Hotel main entrances (including door handles)
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■ Reception desk (including countertops)
■ Entrance and BOH Doors (including railing and handles)
■ Public restrooms
■ Lift (including buttons, railing, doors, panels)
■ Lift buttons at lift lobbies on the guestroom floors
○ The rest of hotel areas will conduct daily routine disinfection.
○ Make sure hand soap and sanitizer are always refilled. Housekeeping team tops
up at least 2-time a day.
○ Identify a person to be in charge of PPE (Personal Protective Equipment) inventory

while recording every in or out take. Alert housekeeping manager to raise
purchasing order. Storeroom must have more than 2 months' stock.
○ Attendants must wear disposable masks and gloves at all times at work areas.
■ Public Area attendant
■ Team leader
○ All colleagues must wash and sanitize their hands frequently as follows.
● After cleaning Public Area washroom
● Before meal
● After using washroom
● After changing cloths
● Every hour or if hands feel dirty
● Before and after changing mask
Subject: PERSONAL HYGIENE PRECAUTIONARY & PREVENTIVE PROCEDURE FOR

No: 078 HKPP-V003-1-1-2022
INFECTIOUS DISEASE
General Overview
Ensure the Housekeeping team complies with disease Prevention & Control.
PRECAUTIONARY & PREVENTIVE PROCEDURE FOR PERSONAL HYGIENE
○ PPE (PERSONAL PROTECTIVE EQUIPMENT)

■ Wear disposable mask
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■ Wear disposable gloves if necessary
■ Avoid touching your nose and mouth.
■ Gloves should be removed and discarded if they become soiled or damaged,
and a new pair worn.
■ All other disposable PPE should be removed and discarded after cleaning
activities are completed.
■ Hand should be washed with soap and water immediately after each piece
of PPE is removed
○ Below colleagues must wear disposable masks at all times at work areas and
discarded every 4 hours after cleaning activity
■ Room attendant
■ Team leader (both rooms and public area)
■ Public area cleaner
■ Colleagues who will contacts soiled linen (e.g. sorter, guest laundry, linen
runner and uniform attendant)
○ Below colleagues must wear disposable hand glove especially when picking up
used mask left by the guest in the room or public area
■ Room attendant
■ Team leader (both rooms and public area)
■ Public area cleaner
Subject: ROOM CLEANING PRECAUTIONARY & PREVENTIVE PROCEDURE FOR

No: 079 HKPP-V003-1-1-2022
INFECTIOUS DISEASES
General Overview
PRECAUTIONARY & PREVENTIVE CLEANING PROCEDURE FOR GUEST ROOM

.
● Staff who must wear disposable masks and gloves at all times at work areas.
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■ Room attendant
■ Team leader
● STAY OVER ROOM

■ For each stayover, Minimum contact with the room items, just tidy up the
room
■ Room Attendant: Wear disposable gloves, and masks
■ Open the balcony window for air circulation.
○ CHECK OUT ROOM

■ For each checkpot room , all surfaces must be sanitized
■ Room Attendant: Wear disposable gloves and masks
■ Follow the SOP - Room Cleaning Sequences Upon leaving the room make sure
all frequently touched items are sanitized, door knob, light switches, remote
controls, bathroom fixtures, security lock.
Subject: ROOM CLEANING PRECAUTIONARY & PREVENTIVE PROCEDURE FOR

No: 079 HKPP-V003-1-1-2022
INFECTIOUS DISEASES
General Overview
PRECAUTIONARY & PREVENTIVE CLEANING PROCEDURE FOR GUEST ROOM

.
● Staff who must wear disposable masks and gloves at all times at work areas.
■ Room attendant
■ Team leader
● STAYOVER ROOM
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■ For each stayover, Minimum contact with the room items, just tidy up the
room
■ Room Attendant: Wear disposable gloves, and masks
○ CHECK OUT ROOM

■ For each checkpot room , all surfaces must be sanitized
■ Room Attendant: Wear disposable gloves and masks
■ Follow the SOP - Room Cleaning Sequences Upon leaving the room make sure
all frequently touched items are sanitized, door knob, light switches, remote
controls, bathroom fixtures, security lock.
Subject: DISINFECTION AND CLEANING OF ROOM CONFIRMED WITH INFECTIOUS

No: 081HKPP-V003-1-1-2022
DISEASEs
PURPOSE :
To ensure colleagues are aware and knowledgeable in the handling and cleaning of rooms
confirmed for infectious diseases. To protect the guests and employees from exposure to any
pathogens left on surfaces and against harmful levels of chemicals used for cleaning and
disinfection.
Untuk memastikan seluruh rekan kerja menyadari dan mengetahui langkah - langkah dalam
menangani pembersihan pada ruangan yang terkonfirmasi penyakit menular dan melindungi
para tamu dan karyawan dari paparan patogen yang tersisa di permukaan serta untuk
memastikan lingkungan kerja yang aman terlindungi dari tingkat bahan kimia berbahaya yang
digunakan untuk membersihkan dan mendesinfeksi area terkontaminasi.
POLICY :
Ensure the Housekeeping team comply with Infection Prevention & Control.
Memastikan Tim Housekeeping mematuhi Kontrol dan Pencegahan Infeksi
Ensure cleaning procedures are followed and available and relevant to staff.
Memastikan bahwa seluruh tata cara pembersihan telah diikuti dan tersedia serta relevan bagi
staf.
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PROCEDURE:
Handle the cleaning and disinfection for a confirmed case in hotel
Menangani pembersihan dan desinfeksi untuk kasus yang telah terkonfirmasi di Hotel
● Chemical
● Bahan Kimia
○ All surfaces must be sanitized as viruses can survive for 2 to 3 day
Seluruh permukaan harus dibersihkan karena virus dapat bertahan hidup setidaknya 2
hingga 3 hari
○ Hotel selects disinfected chemicals which will kill viruses. Usage must be followed in the
instruction manual. (I CLEAN Product - Wipe & Go and Q- san Surface Sanitizer |
ECOLAB Product - Peroxide Multi-Surface Cleaner and Disinfectant | DIVERSEY
Product Taski R2, Virex and Oxifer)
Hotel memilih bahan disinfeksi yang menyatakan indikasi keefektifan terhadap virus.
Penggunaan harus mengikuti langkah -langkah pada buku petunjuk. (I CLEAN Product -
Wipe & Go and Q-san Surface Sanitizer | ECOLAB Product - Multi-Surface Cleaner dan
Disinfektan Peroksida | DIVERSEY Produk Taski R2, Virex dan Oxifir)
● PPE - (PERSONAL PROTECTIVE EQUIPMENT )

APD (ALAT PERLINDUNGAN DIRI)
○ Wear disposable masks, gloves, long sleeves gowns and masks.
Kenakan masker sekali pakai, sarung tangan, gaun lengan panjang atau dan masker.
○ Avoid touching your nose and mouth.
Hindari menyentuh hidung dan mulut Anda.
○ Gloves should be removed and discarded if they become soiled or damaged, and a new
pair worn.
Sarung tangan harus dilepas dan dibuang jika kotor atau rusak, dan kenakan sarung
tangan yang baru.
○ Hand should be washed with soap and water immediately after each piece PPE is
removed, following completion of cleaning.
Tangan harus dicuci dengan sabun dan air segera setelah masing-masing bagian APD
dilepas, setelah selesai dibersihkan.
● CLEANING PROCEDURE
TATA CARA PEMBERSIHAN
○ When possible, seal off the areas where the confirmed case has visited before carrying
out the cleaning.
Jika memungkinkan, tutup area yang terkonfirmasi telah dikunjungi sebelum
melakukan pembersihan.
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○ Housekeeping should wear proper PPE. (Gloves should be removed and discarded if
they become soiled or damaged, and a new pair worn. All other disposable PPE should
be removed and discarded after cleaning activities are completed.. Hands should be
washed with soap and water immediately after the PPE is removed)
Housekeeping harus mengenakan APD yang sesuai. (Sarung tangan harus dilepas dan
dibuang jika kotor atau rusak, dan kenakan sarung tangan baru. Tangan harus segera
dicuci dengan sabun dan air setelah APD dilepas)
○ Keep cleaning equipment to a minimum.
Tetap menjaga peralatan kebersihan seminimal mungkin.
○ Keep windows open for ventilation, where workers are using disinfectants.
Tetap membiarkan kondisi jendela terbuka untuk ventilasi, dimana tempat pekerja
menggunakan desinfektan.
○ Mop floor with disinfectant or the prepared bleach solution.
Bersihkan lantai dengan desinfektan atau larutan pemutih yang disiapkan
○ Wipe all frequently touched areas (e.g. lift buttons, hand railing, doorknobs, armrests,
seat backs, tables, air/light controls, keyboards, switches, etc.) and toilet surfaces with
chemical disinfectants and allow air to dry. Clean toilets, including the toilet bowl and
accessible surfaces in the toilet with disinfectant
○ Bersihkan semua area yang sering disentuh (contohnya, Tombol Lift, pegangan tangan,
gagang pintu, sandaran tangan, sandaran kursi, meja, kontrol udara / lampu,
keyboard, saklar, dll.) Dan permukaan toilet dengan desinfektan kimia dan biarkan
udara mengering. Bersihkan toilet, termasuk mangkuk toilet dan permukaan yang
dapat diakses di toilet dengan larutan desinfektan
○ Wipe down all accessible surfaces of walls,as well as blinds with disinfectant
Bersihkan semua permukaan dinding yang dapat diakses serta tirai dengan larutan
desinfektan
○ Remove curtains/fabrics/quilts for washing,
Lepas tirai / kain / selimut untuk dicuci,
○ Disinfect the mattress, pillows, cushions or carpets that have been used by the person
who has been confirmed infected
Desinfektan kasur, bantal atau karpet yang telah digunakan oleh orang yang telah
dipastikan terinfeksi
○ Repeat mopping the floor with the prepared disinfectant.
Ulangi membersihkan/mengepel lantai dengan larutan desinfektan
Discard cleaning equipment made of cloths and absorbent materials, e.g. mop head
and wiping cloths, into biohazard bags after cleaning and disinfecting each area. Wear
a new pair of gloves and fasten the double-bagged biohazard bag with a cable tie.
Buang peralatan pembersih yang terbuat dari kain dan bahan penyerap, contohnya
kepala pel dan lap kain, ke dalam kantong biohazard setelah membersihkan dan
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mendesinfeksi setiap area. Kenakan sepasang sarung tangan baru dan kencangkan tas
biohazard dua kantong dengan pengikat kabel.
○ Disinfect non-porous cleaning equipment used in one room before using it for other
rooms. If possible, keep the disinfecting equipment separated from other routine
equipment.
Desinfeksi peralatan pembersihan yang termasuk peralatan non-porous yang
digunakan dalam satu ruangan sebelum digunakan untuk ruangan lain. Jika
memungkinkan, pisahkan peralatan disinfeksi dari peralatan rutin lainnya.
○ Disinfect buckets by soaking in disinfectant or bleach solution, or rinse in hot water
before filing.
Desinfeksi ember dengan merendamnya dalam larutan desinfektan atau pemutih, atau
bilas dengan air panas sebelum disimpan.
○ Disinfectant or bleach solution should be applied to surfaces using a damp cloth. They
should not be applied to surfaces using a spray pack, as coverage is uncertain and
spraying may promote the production of aerosols. The creation of aerosols caused by
splashing liquid during cleaning should be avoided. A steady sweeping motion should
be used when cleaning either floors or horizontal surfaces, to prevent the creation of
aerosols or splashing. Cleaning methods that might Aerosolize infectious material, such
as the use of compressed air, must not be used.
Larutan desinfektan atau pemutih harus diaplikasikan ke permukaan menggunakan

kain lembab. Larutan tersebut tidak boleh diaplikasikan ke permukaan menggunakan
semprotan, karena cakupan yang tidak pasti dan penyemprotan dapat meningkatkan
produksi aerosol. Pembuatan aerosol yang disebabkan oleh percikan cairan selama
pembersihan harus dihindari. Gerakan menyapu yang konsisten harus digunakan saat
membersihkan lantai atau permukaan horizontal, untuk mencegah terciptanya aerosol
atau percikan. Metode pembersihan yang mungkin mengandung bahan aerosol yang
menular, seperti menggunakan udara yang terkompresi tidak boleh digunakan.
○ Leave the disinfected area, and avoid using the area the next day.
Tinggalkan area yang telah didesinfeksi, dan hindari menggunakan area tersebut pada
hari berikutnya.
○ Biohazard bags should be properly disposed of upon completion of the disinfection
work.
Kantong Biohazard harus dibuang dengan baik dan benar setelah pekerjaan
desinfeksi selesai.
○ Housekeeping colleagues should wash their hands with soap and water immediately
after removing the PPE, and when cleaning and disinfection work is completed.
Rekan-rekan Housekeeping harus mencuci tangan mereka dengan sabun dan air
segera setelah melepas APD, dan saat pekerjaan pembersihan dan desinfeksi selesai.
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○ Discard all used PPE in a double-bagged biohazard bag, which should then be
securely sealed and labelled.
Buang semua APD bekas dalam kantong biohazard ganda, yang selanjutnya harus
disegel dan dicantumkan label dengan aman.
○ Housekeeping colleagues should be aware of the symptoms if infected and should
report to their occupational health service if they develop symptoms.
Rekan-rekan Housekeeping harus mengetahui gejala-gejala bila terinfeksi dan harus
melapor ke pelayanan kesehatan kerja mereka jika mengalami gejala tersebut.
● ITEM TO BE LAUNDRIED
BARANG YANG DAPAT DI CUCI
○ curtains/fabrics/quilts to wash, preferably using the hot water cycle.
tirai / kain / selimut untuk dicuci, lebih baik apabila menggunakan air panas.
Use a bio-washable bag to contain all washable items.
Gunakan tas bio-washable untuk memuat semua barang yang dapat dicuci.
○ For hot-water laundry cycles, wash with detergent or disinfectant in the water at 70
degrees for at least 25 minutes. If low-temperature laundry cycles are used, choose a
chemical that is suitable for low-temperature washing when used at the proper
concentration.
Untuk proses pencucian menggunakan air panas, cuci dengan deterjen atau
desinfektan dalam air pada suhu 70 derajat selama setidaknya 25 menit. Jika proses
pencucian menggunakan suhu rendah, pilih bahan kimia yang cocok untuk pencucian
suhu rendah ketika penggunaan pada konsentrasi yang tepat.
Subject: Human Trafficking No: 082HKPP-V003-1-1-2022
General Overview
Human trafficking is the trade of humans for the purpose of forced labour, sexual slavery, or
commercial sexual exploitation for the trafficker or others. The scale effect of legalized prostitution
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leads to an expansion of the prostitution market, increasing human trafficking,
What can we do to increase awareness about human trafficking and how to identify the critical
intervention points within hotels where signs of trafficking can be spotted
For housekeeping staff, it could be :

● A guest who refuses cleaning services multiple times
● Minimal luggage and clothing
● When cleaning the room there are condoms or lubricants, and maybe signs of
filming or other illicit activities going on in the room
● Multiple men seen being escorted one at a time to a guest room
● Individuals who can’t speak freely or seem disoriented
● Guests who insist on additional towels multiple times
● Always Report suspicions , suspect incidents and ensure report to Management.
Subject: Re Opening Hotel After Close Down No: 083 HKPP-V003-1-1-2022
General Overview
To ensure colleagues are aware and knowledgeable on the handling reopening hotel after close
down and to prepare the guest room and hotel facilities to be ready for selling
PROCEDURE
1. Communicate with GM when hotel will re open to notify the team to be ready onboard at
least 1 week before hotel re open
2. Communicate with GM and front office for room forecast
3. Ensure general cleaning is in place.
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4. Ensure guest room and hotel facilities are properly set up and follow standard set up.
5. Ensure cleaning procedures are followed
6. Re fresh Training (golden rules, standard set up, cleaning and sanitizing procedures)
The Steps
1. PUBLIC AREA
a. Prepare all cleaning tools and equipment , ensure all equipment and machinery are
clean and working properly
b. Ensure all electricity, AC and exhaust are working properly
c. Flush toilet and shower in all restroom
d. Brushing and polishing floor
e. Re set up furniture
f. Re set up mats and trash bin
g. Re set up hygiene and sanitizer
2. GUEST ROOM
a. Prepare the pantry, ensure the pantry is clean with sufficient linen stock. Lamp and
ventilation are working properly
b. Prepare room attendant trolley. Ensure trollies are clean, well function and set up
follow the standard set up
c. Prepare cleaning tools. Ensure cleaning tools are clean, all cleaning machine well
function and cleaning cloth available accordance the standard
Subject: ROOM STERILIZATION USING UV-C LIGHT WAND No: 084 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
● To sterilize the room by using UV-C light to kill both pathogenic and non-pathogenic
microorganisms including spores
● To ensure colleagues are aware and knowledgeable in the safe handling of room
sterilization using UV-C light
PPE - (PERSONAL PROTECTIVE EQUIPMENT)
● Mask
● Safety glass - UV protection glasses are mandatory
● Gloves - nitrile or tightly woven fabric gloves are recommended.
● UV “sleeves” or long sleeves - Employees should cover exposed skin.
PROCEDURE
● Employees must be trained and familiarized with the correct/safe way of using
equipment. Users must read and adhere to all operating instructions and precautions of
the equipment.
● Ensure PPE is worn properly and UV-C wand in a good condition (bulb, cable …)
● Turn on the UV-C wand and move slowly over the surface to be sterilized. The distance
between the the object and the wad is approximately 2-4 cm
● Do sterilization in all areas, especially on the part that is often touched in a back and
forth motion ensuring that all areas have at least 5 seconds under the light.
● Use “dosimeter” card to check and monitor usage of the lights
● The room sterilization process should not take more than 20 minute.
● Staff should never shine the light on their skin or look at the light directly without
glasses on
● Tidy up the UV-C wand device and store it in a safe place
UV BULB DISPOSAL
● The UV-C wand device has UV light bulbs that can be replaced
● DO NOT dispose of UV bulbs in the regular trash. Disposal of these bulbs must be
handled carefully as the bulbs are considered hazardous. The UV bulbs must be
disposed of in a hazardous (B3) waste container, do not break.
● If the lamp breaks, leave the area for 5 mon to let any dust settle. Then clean up the
light wearing a mask and gloves when cleaning the lamp shards. Put the broken lamp
into the bag before throwing it into B3 waste
PRIVATE PROPERTY

Here is the video on How to do room sterilization using UV-C light for reference
Subject: Pillow Condition No: 085 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Oil, sweat, and other bodily fluids can build up on pillow cases and sink into the pillow. A clean
pillow is an important part of a good sleep.
PROCEDURES
● It is mandatory for all pillows to have pillow protectors to avoid the stain sinking into the
pillow directly
● Pillow cases and pillow protectors need to be changed and washed for every check out
room. For long staying guest, the changes for the pillow cases are once every 3 days (refer
to SOP changes linen)
● Wash the pillow every 4 - 6 months. It is important to check the tag for the specific care
instructions of the pillow, whether the pillow can be washed or not.
● If the pillow can not be washed, do the spot cleaning by hand and dry it properly to return
back the fluffiness of the pillow
● The pillow can be last be 3 - 5 years depending on the type of pillow and it is also important
to care the pillows to ensure the longevity
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Subject:GUEST PRAYER EQUIPMENT SET UP IN THE ROOM No: 086 HKPP-V003-1-1-2022
General Overview
Every Muslim is expected to pray five times a day and not praying is not an option.
To offer their prayers on time, they might have to go back to the hotel in order to pray when there
is no adequate prayer facility. Therefore the hotels will provide the prayer equipment to set up in
the room on request.
The prayer Equipment:

1. Prayer Mat
2. Sarong for Male
3. Mukena complete ( 1 set ) for Female
Prayer equipment is sent to guest rooms according to the guests request, clean prayer equipment
is wrapped in plastic when sent to guest room
After the guest checks out the prayer equipment is returned to Housekeeping and sent to the
laundry to be washed
Standard delivery to the room

When the guest is inside the room the prayer equipment is handed over directly to the guest
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If the guest is not in the room, the prayer equipment is placed on the bed
Subject: ENTERING STAYOVER VILLA No: 087 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To extend the maximum privacy yet detailed personalized service by communicating with guests
efficiently. Every enter MUST be notified and allowed by guests at all circumstances – nobody is to
enter the occupied villa without guests permission and acknowledgement.
PROCEDURE
Stand up in front of the guest Villa entrance

Push the bell one time or knock on the door and wait for the guest to respond.
If there is no response from the guest within 10 Second , then repeat the procedure for another
two times.
If the guest is answering then wait for the guest to open up the door for you.
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If no answer after three times, notify the Villa Manager or Manager on Duty to call the guest
directly. Do not enter the villa without Manager’s instruction.
Once allowed by guests or Manager, enter the villa by announcing yourself with “Good
morning/Good evening Mr/s. Smith, Attendant / Room Service”.
Ensure at all times the guest privacy is not disturbed by letting guests acknowledge that you are
present inside the villa.
Subject: Villa Maintaining and Care of Doors No: 088 HKPP-V003-1-1-2022
GENERAL OVERVIEW
All doors will be cared for regularly in order to maintain their appearance.
Procedures:
Most door surfaces and fittings can be damp-dusted as part of the routine cleaning
schedule.
When cleaning, pay special attention to:
● Areas around handles, metal plates, door frames that are dirtied through
contact with people and equipment.
● Top of door and upper ledges, which collect dust.
● Squeaky hinges and handles and any fittings that are loose or damaged.
● Any damage should be reported to maintenance and to be followed - up
afterwards.
● Take extra care when polishing metal fittings, because metal polish is
abrasive and it may damage the surrounding area upon contact.
PRIVATE PROPERTY

Subject: VILLA DO NOT DISTURB No: 089 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Privacy is one of the most important benefits The Villa should offer to all guests
Procedures:
Villa Attendants to be cautious when DND sign is placed.
Villa Manager to be informed when the DND sign is placed after 12:00 noon. Villa Manager
then checks the status of the room and takes necessary action.
Caution:
All calls to the guest in the villa have to be arranged by a Villa Manager or Guest Relations
Officer , NEVER call the guest by yourself without notification of the Villa Manager or Guest
Relation
If there is no answer, the Villa Manager or Guest Relation to enter the villa as per SOP
“Entering Stayover Villa Procedure”
If there is no guest in the room, the Villa Manager or Guest Relations Officer returns the DND
sign to the inside villa. Unless specifically requested, the room to be made immediately by Villa
Attendants .
If the guest is inside:
Villa Manager to apologize for entering villa and explain the procedure
Check with the guests on when the service can be done.
Update guest profile accordingly and brief all concerned.
As a rule no Villa remains more than 24 hours without service.
PRIVATE PROPERTY

Subject: VILLA - BATHTUB CLEANING No: 090 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of all areas and the comfort of our guests
PROCEDURE
Prepare a hand caddy with supplies: multi purpose cleaner, stainless steel cleaner, sponge,
hand glove, floor cloth, hand brush if necessary.
Clean up any hair and rubbish from the bathtub. Do not let it drain into the drainage. It may
cause drain and pipe blocking.
Rinse bathtub surfaces thoroughly with clean water to check the drainage is working
properly and to flush any soap scale and bubble bath from the guests' use.
Spray bathtub surface with multipurpose cleaner thoroughly, and then use a sponge to
scrub the soap scale.
Check and make sure all equipment used is not left behind at the working area.
Clean, wipe dry and store all equipment used properly for the next usage.
Subject: CONFIDENTIALITY OF GUEST INFORMATION No: 091 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
To ensure that all guest particulars and data are kept confidential.
Procedures:
No information regarding any guest may be given out to anyone without prior permission
from the guest.
If anyone asks for information about a guest, we are to state, “I am sorry Sir / Madam, we
are not at liberty to pass out any information about our guests”.
Always announce a guest prior to sending a visitor to his room.
Never give out a guest’s Villa number. Never transfer calls, announce visitors or any external
/internal service without checking with the guest first.
When talking to a guest – at the desk or on the phone - in the presence of another guest,
ensure confidentiality concerning Villa number, room rate and personal information.
Guest’s names should be used moderately and discreetly in front of other guests.
There may be occasions where exceptions have to be made, for example if an officer of the
law requires particulars of a guest; we may in such case provide information. However,
Executive Assistant Managers and above must be asked for approval.
Subject: HANDLING MINIBAR REPLACEMENT No: 092 HKPP-V003-1-1-2022
GENERAL OVERVIEW
It is the responsibility of the Villa Attendant to control the mini bar in all Villas allocated to them.
Procedures:
PRIVATE PROPERTY

● Check each occupied Villa for mini bar control, check consumption and record usage
during the cleaning.
● All usage will be recorded and charged to the guest’s account.
● When controlling the mini bar fridge, ensure that you check tops of bottles and cans
for tampering and all packets.
● Check the expiry date on the products that carry them. NEVER allow items to
remain in the mini bar after their use-by-date.
● Check the freezer in case it needs to be defrosted.
● If the minibar needs to be defrosted, communicate with engineering.
● If you discover that items of a mini bar in a vacant Villa are missing, please inform
your Villa Manager immediately.
Subject: MAINTAINING AND CLEANING RBS No: 093 HKPP-V003-1-1-2022
GENERAL OVERVIEW
The villa will have the RBS pantry to keep the par supply of linen, cleaning supplies, and guest
stationeries. The RBS should always have the linen required for the villa operations.
Procedures:
● The RBS should always have the linen required for villa operations.
● Should have locked shelves to store linen and supplies
● The villa team has to clean the RBS while beginning the shift and while ending the shift.
● RBS has to be neat and tidy.
PRIVATE PROPERTY

● All the racks on the shelves have to be set with linen.
● The floor is swept thoroughly, dust all the racks on daily basis
● Sweeping and mopping of RBS is done once in the morning after removing the trolleys, and
once at the end of the shift.
● The pantry has to be scrubbed once a week.
● The dustbin has to be emptied, washed and dried on a daily basis.
● Inform room service if there are any dirty dishes, so they can pick them up.
● Make sure all equipment is stored correctly and that all items that do not belong in the
pantry will be brought to their proper place.
● Make sure the pantry is closed when you’re leaving
● Villa Managers should check the RBS for cleanliness on a daily basis.
Subject:LOST & FOUND No: 094 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Items left behind by guests to be handled with care and returned to the owner.
Procedures:
The Period of keeping lost and found item is based on the following classifications:
▪ Valuable items (valued any at RP 500.000) to be stored in safe deposit box at Hotel safe and
kept maximum of 6(six)months if not claimed will return to finders
▪ For any credit cards, traveler checks, and cash money should be kept in Finance dept
Non-Valuable items
▪ Food & Beverages will be kept for 3 (three) days or maximum 1 (one) week before disposal
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▪ Non-Valuable Lost & Found (Common goods such as clothes, toys, cash money below
400.000 rupiah will be kept for 1(one) month
▪ When guests claim the lost items, the Housekeeping Coordinator should inquire about the
time, the place, and the characteristics of the lost item.
▪ The identity card or passport should be presented by the guest while the claiming process
is on. By the end, the guest should be politely requested to sign for receipt of the Lost and
Found item. See Lost & Found claim form.
▪ If guests return to the Hotel and stay in the hotel, you can inform the Front Office and
Housekeeping team to send the Lost and Found to the guest’s room, and the standard
procedure is required.
▪ If the guest calls to send the Lost and Found back, you should inquire the correct address
and phone number of the guest and inform the Executive Housekeeper. Guests must be
informed which way he likes us to send and that he/she must pay for the charges.
▪ If someone else claims the Lost and Found for the owner, then a letter of written request
from the owner is required, including a copy of the owner’s identity card and passport.
Subject: Public Area Daily Task No: 095 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Public areas are the common places and facilities accessible to in-house guests and non-resident
guests. Guests require common areas to meet, sit and carry other activities. The place comes
under the are lobby, restaurants, bars, banquets, and other Food and Beverage
Procedure
Entrance– Guests get their first impression of the hotel from the entrance lobby. Entrances which
are not cleaned and maintained daily will become unpleasant for the guest due to heavy traffic and
exposure. The maintenance and cleaning of the entrance and the door is important . So proper and
daily cleaning is required in these areas. Normally cleaning is done at night.
PRIVATE PROPERTY

Lobbies- These are the common meeting points of the guest near the reception. Many lobbies are
carpeted while others are hard flooring. Floors in the lobbies need to be cleaned frequently., since
these are spaces where guests interact., relax etc. Lobbies may have high ceilings and elaborate
chandeliers which are difficult to clean so it is cleaned at night.
The daily cleaning tasks involves
● Public area cleaning of waste paper bins and ashtrays at

● Flower arrangement should be done daily as a part of Public area cleaning.
● Glass surface and windows to be cleaned daily.
● Doors and door knobs to be dusters and cleaned daily.
● Any stain on the carpets and upholstery should be cleaned immediately.
● Hard floors should be mopped regularly.
Front office- Housekeeping department is responsible for this Public area cleaning and maintaining
of the front office because the front office is the face of the hotel. So daily cleaning of the
department is required. Mopping of the floor, dusting of the furniture and fixture and vacuuming
of carpets are essentials.
Elevators- Elevators must be cleaned at the time of day when it is least used. The necessary boards
indicating the cleaning is carried out must be displayed promptly. Elevator doors are made of steel.
The steel door shows lots of grease marks from finger easily. Elevators should be cleaned daily and
more thorough cleaning may be done on a periodic basis.
Staircase- Staircase should be cleaned when there is less traffic. While cleaning the staircase care
should be taken that dart and dust do not fall down words.
Guest corridors- While cleaning of the corridors necessary boards indicating the public area
cleaning is carried on must be displayed prominently. Carpets in the corridors should be vacuumed
daily. The cleaning tasks of the guest corridors are as follows
● Carpets should be vacuumed regularly.
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● The wall skirting should be cleaned regularly.
● Any finger marks on the walls should be cleaned immediately.
● All the wall paintings should be dusted every day.
Banquet hall- Banquet hall mainly used for conferences, weddings, exhibitions etc. So
proper public area cleaning is required for this department. The cleaning includes mopping
of floor, vacuuming of the floor carpets, regular dusting of fixtures and furniture are
required.
Health club – Health club is another hotel facility provided to the guest to exercise and
work out. So proper cleaning of machines is required daily because it is the busiest ares.
The cleaning tasks of the health club are as follows
● Proper dusting of equipment.

● Damp dusting of furniture
● Cleaning of glass and window panel.
● Cleaning of carpet floor
● Removing soil linens and replacing with the fresh linen for future use.
Swimming Pool- Regular Public area cleaning and disinfecting of swimming pools is important for
the point of hygiene. If it is not regularly cleaned, swimming pools may become carriers of water
borne disease.
Subject: Public Area end of shift No: 096 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
It's important to keep all areas clean , the tools and all equipment clean after use, return to the
designated area and important to remove all the garbage thoroughly to keep all the front and
back of the house clean
Procedure
Removal of rubbish
● Check that all rubbish has been removed from front and back of the house, ensure all public
areas are cleared of rubbish regularly and rubbish taken to the designated area
Rubbish to be handled in line with environmental guidelines
Equipment to be left in working order

● Return all chemical containers to designated area
Equipment is to be clean, tidy, prepared for the next shift and returned to the designated area
● Return all cleaning equipment to designated area
● Return vacuum cleaners to designated area
● Return trolley to designated area
● Return communication device to designated area
Returning of paperwork and keys

● On completion of shift, staff members need to sign the keys back, providing the following
information:
● They keys that were returned/Name / Signature
● Return worksheets / checklists at the end of shift
● Complete handover
● Public Area Attendant to report any necessary information to the Supervisor before leaving to
ensure the follow-up required on outstanding issues or tasks can be completed
Subject: FB Outlet Cleaning No: 097 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
The cleanliness of the restaurant and comfort for our guests and employees
Procedure
The restaurant will be cleaned twice a day, in the morning, around 11am and in the
afternoon between 4pm and 5pm.
Make sure that there are no guests eating in the restaurant while cleaning
All sideboards, counters, statues and mirrors have to be cleaned according to the
standards.
After the furniture dusting the floor has to be dusted and swiped as per standard.
When finished, make sure that all the equipment is cleaned and stored properly
Subject: Daily lobby Cleaning No: 098 HKPP-V003-1-1-2022
GENERAL OVERVIEW
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 and to ensure a clean and comfortable environment to our guests and employees
Procedure
Cleaning of the Lobby Area includes the public restroom, the lobby area from reception to the
restaurant and the cleaning of the lobby bar.
Go to the pantry next to the public restroom and make sure that all the material needed during the
day is there.
Start with cleaning the public restroom as per standard.
Check these toilets every one to two hours.
After having cleaned the toilet, continue with the lobby area and the lobby bar.
Dust and sweep the floor and dust the furniture.
To make your work more efficient, do the floor dusting and furniture dusting at the same time.
Start with the floor dusting in front of the public restrooms and go on to reception and then back
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towards the restaurant through the lobby bar.
For the floor dusting, floor sweeping and furniture dusting proceed as stated in the standards.
It is important that you work step-by-step, meaning you divide your working area in small areas
and finish one by one.
Make sure that you dust and sweep the whole floor, even under tables and couches.
All the furniture has to be dusted as well as the statues in the entrance area anthe little amenities
on the tables, reception desk etc.
When finished your work, ensure that all equipment used is cleaned and stored correctly
Mop and Sweep lobby floor:
Sweep the lobby floor thoroughly.
● Place appropriate signage to warn the guest before mopping the 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 from time to time.
● Clean all marble / tile /wood skirting with a damp cloth daily.
● Sweep the lobby floor on a regular interval and also when requested by the front office
team.
Subject: Cleaning the ashtray and clear all trash bins No: 099 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Hotel lobby should be clean 24 hours of the day. All areas like standing ashtray should be clean at
any given time and to ensure a clean and comfortable environment to our guests and employees
Procedure
Cleaning ashtrays:
● Check all the ashtrays and the main porch area.
PRIVATE PROPERTY

● While emptying the ash trays make sure cigarettes 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 is found in the lobby area then pick them up immediately.
● Replace the cleared dustbins to the original spot.
Subject: Cleaning Stair handrails and clean all glass surface No: 099 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Hotel lobby should be clean 24 hours of the day. All areas like stair hand railing and glass glass
surface should be clean at any given time and to ensure a clean and comfortable environment to
our guests and employees
Procedure
Clean stairway handrails:
● Remove cobwebs, dirt’s etc before cleaning the handrails.

● Apply a cleaning solution and wipe the handrails.
● If multi purposes are used then wipe handrails with a wet cloth to rinse 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.
PRIVATE PROPERTY

Subject: Carpet and furniture upholstery Vacuuming No: 099 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Hotel lobby should be clean 24 hours of the day. All areas like a carpet and furniture upholstery
should be clean at any given time and to ensure a clean and comfortable environment to our
guests and employees
Procedure
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.
● Vacuum furniture armrest, seat back and the area behind the seat back.
● Use a heavy duty vacuum cleaner to vacuum all the carpeted areas of the Lobby
● 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.
Subject: Daily Public Restroom Cleaning No: 102 HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

Hotel restrooms should be clean 24 hours a day. All areas like a restroom should be clean at any
given time and to ensure a clean and comfortable environment to our guests and employees
Procedure
When we clean the public restroom we always start with cleaning the toilet. Prepare your
equipment and clean the toilet as per standard.
Once finished we continue at the basin area. We empty the garbage
We then clean the basin as per standard. Once cleaned, rinsed and dried we start replenishing the
facial tissue and the toilet paper as well the liquid hand soap as per standard.
Afterwards you dust, sweep and mop the floor as per standard.
Before leaving, make sure that everything is in order, that you didn’t leave any equipment and that
the restroom looks tidy.
Subject: Daily corridors cleaning and guest lift No: 103 HKPP-V003-1-1-2022
GENERAL OVERVIEW
The corridors should be clean 24 hours a day. All areas like a corridors should be clean at any
given time and to ensure a clean and comfortable environment to our guests
Procedure
The corridors will be cleaned three times a day, in the morning, in the afternoon and at
night.
The equipment needed is a broom, vacuum cleaner,a dustpan and a garbage bag.
Make sure that you work with the system, meaning to have a starting point in your
assigned area and work toward the ending point without leaving out any areas.
Proceed as per standard
● Empty all waste bins and ashtrays and clean thoroughly.

● Remove all marks from the corridor walls.
● Remove marks from doors.
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● Damp wipe skirting boards.
● Clean service lifts walls and doors.
● Clean service lifts the floor and rails.
● Sweep lift and corridor floor.
● Damp mop lift and corridor floor.
● Scrub by machine once a day.
● Periodic cleaning should include:
● Vacuum of ceiling pipes
● Complete washing of all walls.
Subject: Daily Office cleaning No: 104 HKPP-V003-1-1-2022
GENERAL OVERVIEW
The cleanliness of the back offices and the comfort of our employees at any time
Procedure
● Prepare the equipment needed for cleaning the office: a Hoover, a garbage bag and a
cleaning cloth
● First of all empty all garbage bins.
● Work with a system for example start in the left corner and work towards the right corner
to make sure all the garbage bins are empty.
● Start dusting all desks, cupboards and chairs.
● DON’T remove or move any papers.
● Should there be glasses, cups or other dishes, place them all together on the table near the
entrance and inform Room Service to pick them up.
● Once dusted and cleaned the whole area, take the vacuum cleaner and vacuum the carpet
as per standard.
● When working in pairs, one person is dusting and cleaning and the other person is
responsible for vacuuming.
● Always keep your eyes open if there is any maintenance or high dusting required and take
PRIVATE PROPERTY

appropriate action.
Subject:Cleaning Employee Lockers rooms No: 105 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the lockers and the comfort of employees and maintain the back of
the house fresh and clean at any time
Procedure
● Toilets and washrooms are to be cleaned four times everyday.

● Back and under all water tanks as well as toilet bowls have to be cleaned daily. Urinal
bowls to be scrubbed daily.
● Wash basin and vanity tops thoroughly. Clean vanity mirror ensuring no streaks are left on
the mirror.
● Empty trash cans
● Polish brass plates and handles.
● Replace tissues and toilet papers, liquid soap
● Vacuum and mop the floor - no abrasive chemical to be used on fixtures or floors, ensure
that all edges and corners are also wiped.
● Remove marks off walls and doors.
● Wash and scrub showers (floor & walls)
● For safety reasons, never leave the cleaning equipment inside the toilet.
● Place the correct signboard to indicate cleaning is in progress.
● Fill out a work order form for any defects.
● Make sure that all equipment is cleaned and stored properly after use ( Keep in the lockers
are / the equipment ca not use for other area
● Collect all uniforms lying around, write down the number and hand it to the Uniform room.
PRIVATE PROPERTY

Subject:High dusting No: 106 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the hotel and the comfort of guest and maintain the area clean at
any time and free of the dead insect and cobwebs
Procedure
● There is no special schedule for high dusting.

● It should be done every week, depending on where it is necessary to clean.
● We high dust every indoor area such as corridors, restaurant, lobby, restaurant, the
back offices.
● The equipment needed is a duster with which you will be able to reach high ceilings
and hidden corners.
● When finished, make sure that all equipment will be cleaned and stored properly.
Subject: How to dust furniture No: 107 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the furniture surface have to be clean and free from dust , flint
rubbish and mark and for the comfort of guest and maintain the area clean at any time
PRIVATE PROPERTY

Procedure
○ There are two kinds of Dusting, Dry Dusting and Damp Dusting. In principle they
have the same technique of working.
○ For Dry Dusting use clean and dry cloth to clean dusty surfaces.
○ For Damp Dusting use clean damp cloth to clean spots that could not be cleaned by
dry dusting ( use multipurpose cleaner )
○ Dry Dusting is usually applied for TVs and other electrical items and wooden
furniture. Damp Dusting is applied for sealed wooden furniture.
○ Prepare a clean and dry dusting cloth for Dry Dusting and a clean damp cloth for
Damp Dusting.
○ Fold the dusting cloth twice to avoid all of the dusting cloth’s surfaces becoming
dirty at once.
○ Wipe the surface with one side of the cloth.
○ Work from the farthest area to the nearest and from top move to the bottom to
avoid the clean surfaces being spoiled.
○ Apply Damp Dusting for any spots that may appear on the surfaces.
○ Once the cloth is dirty, use the clean side of the cloth until all of the cloth’s surfaces
are dirty.
○ Change clothes with a clean one.
○ Set the furniture to its original places.
○ Make sure all equipment used is not left behind at the working area.
○ Clean, wipe dry and store all equipment properly.
Subject: How to do floor dusting No: 108 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the floor surface have to be clean and free from dust , flint rubbish
and mark and for the comfort of guest and maintain the area clean at any time
Procedure
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● Prepare all equipment needed: floor duster with cloth, head and stick, garbage bag.
● To have the best result, spray the chemicals on the cloth, one hour before use, so
the chemical film does not appear on the floor.
● This task could be applied to every kind of floor such as parquet, terrazzo, marble,
etc.
● Remove all furniture and other items in the area that may block your work.
● Work backwards and form an “8” letter with the floor duster to make the work
efficient.
● Clean the floor duster once it is dirty by shaking it inside of the garbage bag.
● Make sure that the entire floor is dusted thoroughly.
● Set furniture to its original set up.
● Make sure that all equipment is cleaned and stored correctly.
Subject: How to scrub the floor - Pool and other area No: 109 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the pool and others floor surface have to be clean and free from dust ,
flint rubbish and mark and for the comfort of guest and maintain the area clean at any time
Procedure
○ Prepare all equipment (floor machine, scrubbing pad and holder, extension cable,
bucket, water scoop, broom, dustpan, hand brush, wet/dry vacuum complete and
cleaning supplies)
○ Check that all equipment especially machinery is working properly
○ Remove all items in the working area, which may disturb your work like chairs,
tables etc.
○ Plug in the machine in the nearest socket possible ensure that the cable lies on
proper places during your work as it may cause accident to the guest or other staff
members if it is in the way
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○ Soak the area first with an all-purpose cleaner to dilute the dirt and spots. CAUTION:
Be careful with the extension plug so it does not get in touch with water. That may
cause an electric shortage.
○ Start scrubbing from the furthest area to the nearest and work backward to avoid
stepping on the scrubbed area and make sure to give pressure on the spotted area
and pour detergent if necessary.
○ Use the hand brush and scrub manually in the areas that cannot be reached by the
machine i.e. corners, narrow areas
○ Work in measured areas (square meter, tile block etc.) to make the work more
efficient.
○ After the scrubbing vacuum to dry the floor. and continue to do the scrubbing
thoroughly in all areas.
○ Do the final check to make sure all areas are clean and dry and also to make sure all
equipment has been taken back.
○ Re-set the moved furniture to its original set up.
○ Clean and dry all equipment and store it correctly
Subject: Cleaning and caring of mirror picture and window glass No: 110 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the mirror , picture and window glass to be clean and ensure there
are no smears or streaks visible and for the comfort of guests and maintain the area clean at any
time
Procedure
● Spray some glass cleaner onto the area that needs to be cleaned.
● Use a clean rag and wipe in anticlockwise movements, covering all areas.
● Turn the rag wipe again.
● Check for smears or streaks and report for any damage as per procedure.
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Subject: Wooden partition cleaning No: 111 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To ensure the cleanliness of the partition to be clean and ensure there are no dust and stain visible
and for the comfort of guests and maintain the area clean at any time
Procedure
● The wood partitions in the public area will be cleaned twice a week
● Should cleaning be necessary sometime in between it will be done before.
● The equipment needed is multipurpose cleaner or furniture polish spray, a special brush to
clean the partitions and a cloth l.
● We spray a small area of the wood partition and then clean the inside of the squares, one
by one, with a special brush.
● Work with the system to avoid missing out some parts of the partition, for example, start at
the top left corner, work towards the top right corner and then back to the left etc.
downwards.
● After having finished one small area, clean the surface of every small area with the cloth.
● Make sure that all equipment used is cleaned and stored properly.
Subject: Spot cleaning carpet No: 112 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
To ensure the cleanliness carpet surface and ensure there are no stain and dust for the comfort of
guests and maintain the area clean at any time
Procedure
● Vacuum slowly all areas to allow pick-up.

● Work from back toward the front.
● Use the correct type of chemicals for different stains recommended by the manufacturer.
● Brush the stain, using a small carpet-brush following the carpet pattern.
● Wipe the area with a dry cloth and leave it to be able to dry.
Subject: Chemicals product, application recommendation No: 113 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To provide the proper guidance of chemical products and standard dosage recommendation.
Procedure
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PRIVATE PROPERTY

Subject: Public area master general cleaning plan No: 114 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To provide the proper guidance of cleaning plan schedule for the hotel to keep cleanliness consistent at all times
Procedure
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Subject: Cleaning and care of washable of wall (washable wash) No: 115 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To provide the proper guidance of a washable wall to keep wall cleanliness consistent at all times
All walls must be cleaned so there are no marks or streaks on them.
Procedure
● Display the safety sign indicating that cleaning is in progress for safety reasons.
● Wear protective gloves for safety reasons.
● Clear furniture out of the way and cover it with cover sheets to protect it from loosened
dust and splashes.
● If the ceiling needs cleaning, it should be done before starting on the wall.
● Work section-by-section, moving around the room in logical order. Overlap the last area
done, working from top to bottom. This way the water runs down the wall and not over the
cleaned surface.
● When high areas have to be cleaned, use safety steps and ensure that there’s no danger to
anyone passing through the area.
● Take special care around electrical fittings. Check that plugs and switches are turned off and
make sure no water gets inside.
● Wash the walls starting from the top working downwards. In this way any water that runs
down the wall will run over the still dirty surface and will be cleaned afterwards.
● Rinse after washing, dry each section with an absorbent cloth, and then proceed to the
next section.
● Do not overlook window seals, top of door frames, service pipes, radiator panels and
similar items. It is usual to clean this at the same time as walls and ceiling.
● Report any damages to the surface noticed during cleaning, such as broken tiles, flaking
plaster, and fill out Work Order form.
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Subject: High Pressure cleaning No: 116 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To provide the proper guidance of clean up hard floor and other rough surface in large area , mud ,
algae, fungi and other spots and to keep l cleanliness consistent at all times
Procedure
● Prepare all equipment needed: high-pressure machine with hose, gun sprayer, machine,
wet vacuum cleaner, extension cable, rubber boot, hand glove, chemicals
● Use the equipment correctly (hand glove, rubber boot, etc.).
● Try to get the nearest electric socket to plug in and the nearest water tap for the water
source.
● Move any items that may block your work. That also prevents those items from being
damaged.
● Start the spraying from the farthest area to the nearest, from the top places to the bottom
(steps), and work forward.
● Once the work has been done, make sure that the area is clean and dry. If the drainage of
the area does not work and makes the water unable to run, use the wet vacuum cleaner to
dry the area and make sure that the drain will be cleaned afterwards.
● For better results, soak the area first with chemicals (for any spots) or chlorine (for fungi)
before spraying.
● Do the final checking of the working area before leaving it to make sure that the whole area
is clean and no equipment is left behind.
● Clean and wipe dry all furniture that could not be lifted and hand railing (if any) from dirt
before leaving the area.
● Clean all the equipment used and store it properly.
Caution: This type of cleaning is quite dangerous, since it uses very high pressure of water. Work
carefully since it may cause any hazardous contact directly to the body / skin.
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Subject:Manual for stain removing No: 117 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To provide the proper guidance how to remove the stain from the various stain materials
Procedure
ALCOHOL
● Blot with a 1:1 solution of white vinegar and water.
BLACK GREASE AND LIPSTICK

● Blot with nail polish removal.
● Blot with a dry - cleaning fluid.
● Blot with an all-purpose cleaning solution.
BLOOD
● Blot with a solution of one tablespoon of ammonia diluted in one cup of cool water.
● Soak with a bacteria enzyme cleaner.
CIGARETTE BURN
● Use a razor blade and cut across the mark in a horizontal motion following the carpet fiber
pattern.
CHEWING GUM
● Harden gum with an ice cube or an aerosol gum freeze. Break it up and remove it with a
putty knife.
● Blot with a dry cleaning fluid.
COFFEE
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● Blot with a 1:1 white vinegar and water solution.
FRUIT JUICE
● Blot with a 1:1 white vinegar and water solution.
GREASY FOOD
● Blot with a dry cleaning fluid.
● Soak with a bacteria and enzyme cleaner.
KETCHUP OR MUSTARD
● Blot with a solution of one tablespoon of ammonia and one cup of water.
MUD
PET STAIN
● Blot with a 1:1 solution of white vinegar and water.
RUST
● Blot with a solution of one tablespoon of ammonia and one cup of water.
● Blot with a commercial rust remover.
VOMIT
PAINTED WALLS AND WASHABLE WALL COVERINGS
Crayon.
● Spray on a heavy-duty cleaner and rub with a sponge that has a nylon-scrubbing pad.
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INK
● Spray on a heavy-duty cleaner and rub with a sponge that has a nylon-scrubbing pad.
● Rub with a dry cleaning fluid.
NON-WASHABLE WALL COVERINGS

Crayon and ink
Blot the stain with a dry cleaning fluid then rub with a barely damp clean cloth.
Mix baking soda with a dry cleaning fluid. Apply a thick layer to the stain and let it for an hour.
Then brush off the dry paste.
Grease
Place blotting paper or a paper towel over the stain and press with a warm iron and allow setting
to draw the grease out of the wall covering. Repeat several times to remove all the grease.
Mix baking soda with a dry cleaning fluid. Apply a thick layer to stain and let it sit for an hour. Then
brush off the dried paste.
SMALL DIRT SPOTS AND SMUDGES

Gently rub and spot with an art gum eraser.
Mix baking soda with a dry cleaning fluid. Apply a thick layer to the stain and let it sit for an hour.
Then brush off the dried paste.
GREASE
● Rub stain with a sponge and paint thinner.
PAINT
● Apply a paint remover, then wash with a mild detergent.
WOOD FURNITURE
● Alcohol of soft drink.
● Clean the surface with furniture polish.
CIGARETTE BURN
● Remove stain with a paint or varnish remover with a spot refinishing kit.
Water rings or white marks.WATER RINGS OR WHITE MARK

● Clean with a furniture paste wax and soft cloth.
PRIVATE PROPERTY

Subject: Control of Uniform No: 118 HKPP-V003-1-1-2022
GENERAL OVERVIEW
All team r Members will be provided with a number of sets of uniforms according to their job and
position and to ensure a constant supply of clean uniforms for team members and to ensure all
team members f have their correct uniform.
Procedure
○ Teams will be provided with a number of sets of uniforms according to their job and
position.
○ The teams will be issued with his or her own uniform that has been previously
coded.
○ A uniform exchange schedule has to be respected.

○ In order to obtain a clean item, the team must present a similar dirty item.
○ The uniform service has to issue uniforms in good condition and it is each team's
responsibility to maintain their own uniforms accordingly.
○ All uniforms are the property of the hotel and should not be worn off the premises
or otherwise removed.
○ It is the Uniform teams to maintain the uniforms inventory and to report it once a
month.
PRIVATE PROPERTY

Subject: Uniform cleaning control No: 119 HKPP-V003-1-1-2022
GENERAL OVERVIEW
All team Members will be provided with a number of sets of uniforms according to their job and
Procedure
UNIFORM CLEANING CONTROL
● To ensure that all uniforms sent to the Laundry are being returned, the uniform room and
the uniforms should check that a Control Sheet is completed. The Control Sheet lists all of
the dirty uniforms that were sent to the Laundry. A copy of the Control Sheet is sent with
the dirty uniforms to Laundry for their records and to enable them to monitor the flow of
uniforms.
● If an item still needs to be returned, its absence must be noted on the sheet. The Uniform
Room Attendant has the responsibility of following up on the item to ensure its return.
Subject: Issuing uniform to the new employee and terminated employee No: 120 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Procedure
ISSUING UNIFORMS TO NEW EMPLOYEES
● Human Resources provides new employees with a uniform requisition form, which
indicates the type of uniform that will be issued. The Uniform Room opens a
Uniform Card for the new employee, records the uniform pieces and quantities
allocated to that employee. Upon receipt of their uniforms, new employees sign
their particular Uniform Card and the card is kept in the Uniform Control Room.
UNIFORMS OF TERMINATED EMPLOYEES
When employment is terminated, employees must return the uniforms that were issued to the
Uniform Room where the Supervisor records the receipt of the returned uniforms.
PRIVATE PROPERTY

Subject: Uniform for part time / temporary employee No: 121 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
UNIFORMS FOR PART-TIME/TEMPORARY EMPLOYEES
● When additional staff is required for large functions, the Banquet Manager notifies
Housekeeping. If temporary staff is required, the Department Head and General Manager
must both approve their temporary hiring.
● After reporting for duty, temporary or part-time employees proceed to the uniform room to
receive their uniform. At the beginning of their shift they sign to verify receipt of uniforms,
and at the end of the shift they return their uniforms to Housekeeping.
● The Banquet Manager may also order a certain quantity of uniforms and sign for them.
He/she is then responsible for returning the uniforms at the end of the function.
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Subject: Marking and lost and damage uniform No: 122 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
MARKING
● Employees' names should not be marked directly on the uniform. Instead, a tag should be
pinned onto the collar or waistband or breast pocket.
● Uniforms should be identified by ID numbers, which are recorded on the uniform tag and
on the Uniform Card with the date when uniforms are issued. Information on why a
uniform was replaced, misused, lost, etc. should also be logged on the Uniform Card at the
same time.
LOST OR DAMAGED UNIFORMS
● Employees will be held responsible for the loss or damage of his/her uniform unless the
loss/damage is due to events beyond their control.
● The Supervisor in charge of uniforms must ensure that employees fully understand this
responsibility at the time that uniforms are issued.
PRIVATE PROPERTY

Subject: List of cleaning equipment Housekeeping No: 123 HKPP-V003-1-1-2022
GENERAL OVERVIEW
The choice of the right housekeeping cleaning equipment makes a difference in terms of overall
cleaning effectiveness and efficiency. To welcome guests to a neat and clean hotel room depends
on the selection of cleaning equipment.
Overall, cleaning equipment can be categorised into two types:
● A. Manual Equipment
● B. Mechanical Equipment
Procedure
A. Manual Equipment:
Manual cleaning equipment is dependent on the operation and energies of the employees.
Maximum efforts and techniques are applied by the cleaning staff with the assistance of
some equipment.
1. Microfiber Cloth:
Microfiber cloth is an ideal tool to wipe down surfaces in rooms, bathrooms and
common areas. They can be washed up to 500 times and are a very durable
product. It is soft and shouldn’t scratch surfaces.
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2. Abrasives:
Abrasives are made of grit papers which can be used to clean wooden or metal
surfaces.
3. Different Types of Brushes :
Hard floor brush, soft floor brush, scrubbing brush, toilet brush, flue brush, feather
brush, broom, hand brush, etc. are the different kinds of brushes used to eradicate
superficial or ingrained grimes depending on the nature.
4. Brooms :
Can be used to clean hard surfaces for a quick dust up of dirt or hairs.
B. Mechanical Equipment:
Either electric or battery power is needed to operate this type of equipment. These
mechanical machines will ease labour and speed up cleaning time and efficiently.
1. Vacuum Cleaner:
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A vacuum cleaner is a commonly used cleaning machine. It is suitable for any kind
of floor or upholstery surface and easy to operate.
2. Polishing Machine:
A polishing machine works to get back the lost shine of your floor.
3. Hand Polisher
Hand Polisher work for finishing method that uses for abrasive material to smooth
surface ( wall, floor etc )
4. Floor Scrubber :
Scrubber , debris ,etc are generally use for cleaning dust, floor mark
5. Shampooing Carpet :
Remove the tick dirt, mud and other such grime, removed stain, odor, food stain and
most effective for restoring the color
6. Wet & Dry Vacuum Cleaner

Wet and Dry vacuum cleaner make anything possible when cleaning, unlike
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conventional vacuum cleaners, they don’t just suck up dust,lint and other dirt, also
get rid of much rough and even damp dirt, water and other liquid
7. Blower Machine
Heating, cooling and air flow to move air or gases
8. High Pressure Machine

A device that can choot water with high pressure, the way it works is to compress water a
high pressure and the water output out loudly
PRIVATE PROPERTY

Subject: Equipment Procedure No: 124 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Effective workplace housekeeping, prevent slips, trips and falls,eliminate fire hazards,avoid tracking
materials, prevent falling objects, store materials properly and inspect protective equipment and
tools.
Procedure
STORING EQUIPMENT
It is important to store equipment according to the standards to ensure a smooth running of

operations and to avoid misuse and unnecessary damages of operating equipment and hotel
furniture.
MARKING
Once the equipment has been allocated to certain areas or floors, they must be marked
accordingly. (DO NOT USE MARKER PENS)
INITIAL ISSUE
Upon issue, a stock card will be completed entering the allocated area onto the card with the
respective serial number.
An opening inventory must take place, which will be the basis for the periodical Equipment
Inventory.
REPAIR LOGBOOK
A repair logbook must be introduced to monitor the maintenance of the equipment.
PRIVATE PROPERTY

Subject: Write off or Disposal Procedure No: 125 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Disposal: demolition, gifting or recycling of items because the items broken and can not be
fix it
Write off: items registered in units and will removed because of the condition or the value
a nil
Procedure
Equipment that is not repairable must officially be removed from the operating equipment
inventory.
The following procedure must be followed:
● Equipment which is irreparable or not economic to repair, is to be referred to the Chief

Engineer.
● The Chief Engineer will inspect the equipment and will decide on the equipment and spare
parts of the equipment should be utilized by either Engineering or the Maintenance
Contractor to repair other equipment.
● Depending on the hotel policy, listing the equipment can not be repairable and the action
to be taken
● The write off or disposal equipment form to be fill it up with the items and submitted the
form to have approval from the HM and the Finance Department
● The replacement to submit after the write off or disposal form approved by HM and
Finance Department
PRIVATE PROPERTY

Subject: Equipment Receiving No: 126 HKPP-V003-1-1-2022
GENERAL OVERVIEW
All the equipment or items to be inspect on arrival to avoid receiving broken equipments or goods
or missing part and less total number quantity of items to received and avoiding to received wrong
items not the same specification
Procedure
1. RECEIVING
● On arrival, all equipment must be inspected for damage or missing parts, specification
and the total items
● Damaged and missing parts will be recorded and sent back to the supplier for
replacement.
● The accepted machines will be inventoried with the respective information into the card
● The gurantee card to kept in the office
2. STOCK CARDS
● The Housekeeping Department maintains an individual record of all equipment.

● The following information will be recorded on the Equipment Stock Card for each
machine:
● Purchase Information
➔ Date, Price, Supplier, and Manufacturer.
● Technical Information
➔ Brand, Model, specification
● Repair Record
➔ Record all repairs carried out on each piece of equipment stating
description of spares, date, cost.
3. PREVENTIVE MAINTENANCE
● Starting Date, Type of Maintenance.
Note : Whenever the control card indicates that the repair costs exceed 70% of the original
cost of the equipment, in such a case the equipment should be replace
PRIVATE PROPERTY

Subject: Linen Control No: 127 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To achieve 100% hotel standard without any delays for guest satisfaction and occupied room guest
room will be serviced everyday. Laundry Department deal with costly items and shall thus record
linen movement, i.e., with the same accuracy as money accounting by using systematically the
appropriate documents for effective control
Procedure
● All clean housekeeping linen to be displayed in the room shall be placed on the sofa, bed
bench, table or available chair. Clean linen must never be placed on the floor
● Used only the clean linen and undamaged linen in all time mandatory. Any damaged or
soiled linen shall be put it a side and returned with the related notification to Linen and
Laundry
● Each Linen item has its specific purpose and consequently must not be used for dusting or
polishing. These will prolong the life of the linen. Rags and discard towels with the different
color are provided for cleaning
● The Linen trolley or linen hamper shall never overfill to prevent damaged trolley or linen.
Remember that an overfill linen hamper or trolley is difficult to empty
● When the linen hamper is full it will be emptied in the pantry
● The dirty linen shall never be placed on the floor where it may become even dirtier, place
straight away in linen hamper in order not to increase the difficulty of the Laundry
production task, and consequently not to increase operational cost
● Great care shall be taken inside the linen pantry room to ensure that’s shelves are free from
any type of obstruction or items that do not belong there. If any block occurs, the
Housekeeping Assistant Manager shall be advised immediately
● The pantries room shall be stocked only with clean linen from the linen room in order to
maintain the pre- establish par level per linen items and ensure that the Room Attendant
not encounter any shortage which hamper their productivity
● Clean Linen shall be collected from the linen room using thetrolley and promptly stacked
onto the shelves of the pantry
● rooms neatly by strictly respecting the displayed par stock levels ( Using different trolley
when transporting soiled or clean linen )
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● The par stock level may be determined by the capacity of the pantry shelves but, whatever
the current stock level, it is compulsory to maintain the linen room – pantries, clean and
tidy condition at all times
Subject: Par stock and storage No: 128 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● Proper storage is mandatory for all linen items so as to prolong the product life and the
following point are to be strictly applied
● All linen items circulation / rotation in order to avoid having disparate use ratios
● Specific classification / separation for each items in order to provide easy and fast access
○ Items group arrangement by 10, 20, etc…, in order to provide easy and fast
counting
○ Remove torn and damaged items for repairing
○ The par stock level enables to have always sufficient on – hand linen each items to
ensure work efficiency and proper storage within the Housekeeping are being held
○ Consequently, a system of par level of linen shall be operated at all times:
■ One par stock level to be in use in the guest room
■ One par stock level being cleaned in the laundry
■ One par stock level being stored in the linen room and pantry room on the
corresponding shelves
■ Certain items have a higher par stock (up to 5), i.e., Face cloth
○ Make sure linen levels for each items correspond accurately to the standard set up
for each room
○ Every linen par stock level shall be stored at the proper place as pre -
established, i.e., the pantry room and linen room. All linen items shall be correctly
folded, stacked on the shelves as per instruction( labeled )
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Subject: Laundry Flow No: 129 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● An organized schedule must be made to ensure a smooth flow of linen in

Housekeeping
● The time schedule for all pantries regarding the receiving and collecting of linen
shall coincide with the workload of the laundry production
● Housekeeping soil linen to be counted and recorded on the requisition form. The
soil linen sent straight to the laundry production
● The Linen received from Laundry production shall be counted and double check
against the quantity displayed on the requisition form
● Ensure that only correct and clean / pressed processed linen being issued
● If there is any shortage notice the Linen must be notified immediately to enable to
react accordingly
Subject: Discarded Linen No: 130 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Procedure
○ All linen, towels coming back from the Laundry production shall be checked
thoroughly for any damaged or stain
○ Any Linen /towels, which can be repaired , are to be forward to the Uniform room
seamstress for the necessary restoration
○ All linen identified as discard shall be systematically issued to senior Executive
Housekeeper or Linen Manager for a final decision regarding any eventual further
use
○ Record in appropriate logbook for discard linen items(figure to be use in the
monthly linen inventory)
○ Linen items that are completely discarded and acknowledge as being so by
Executive Housekeeper or Linen and approved by Finance
○ Manager shall be used as cleaning rags or as a cover, etc…
Subject: Linen room shelving No: 131 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● All linen shelves are to be labeled in order to ensure the correct issuing of any linen items
PRIVATE PROPERTY

● The shelving shall be well arranged and organized by logically separating the Housekeeping
items by use, size and name
● Labels shall be displayed in clean and clear block letter writing with the items name and
sizes mentioned on each shelves
Subject: Linen requisition No: 132 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● A request form is mandatory for requesting / issuing any new linen items order to record
the overall linen movement
● The quantity required cannot be greater than the quantity used in order to strictly respect
the pre-establish par stock level
● The following information shall be provide using the establish description coding system:
■ Quantity
■ Size
■ Color
■ Quantity(thread count, gram, kind)
● No extra linen items is issued other than 1 dirty of 1 clean pre –establish levels are made
for different area
Subject: Linen requisition No: 133 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Procedure
● A linen inventory shall be completed on a monthly bases in order to keep a tight control on
the linen and upholstery cushion / seat cover stock, to be aware of the loss linen, etc… and
to budget accurately for the upcoming year
● Make sure that all linen items from the rooms , pantries, linen room, laundry production
area and out late both soil and clean being counted
● New items taken out from Linen store and using for operation must be proceed in the
inventory to get accurate figure
● Discard linen during the period must be proceed in the inventory to get accurate figure
● All obtained figure are to be recorded on the hotel linen Inventory standard Form
PRIVATE PROPERTY

Subject: Damaged and repair No: 134 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● Always separate the damaged from the torn linen items taking them out of the circulating
linen
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● Repair the damaged if possible and put them back into circulation
Subject: Exchange systems No: 135 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● Always issue clean linen in the same amount as soiled linen received, as no other system is
more accurate and reliable than the one – clean-for-one soiled basis
Subject: Articles Handling No: 136 HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

Procedure
● All staff shall bear in mind that every linen items has a price and it is necessary to handle it
with care, and help the linen room organization by separating the condemned items from
the repairable ones
Subject: Linen cleanliness No: 137 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedure
● Circulating linen shall always be kept clean and ready for use at any time
● Free from wrinkle and stain
● Bright color as per standard
Subject: Linen Pars No: 138 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Procedure
● The Housekeeper will determine par stock of items for every floor and for each room
attendant
● The par stock, particularly that of linen, will be reviewed by the Housekeeper daily.
● The hotel provides three (4) par stock of linen and Four (4) Towels.
Circulation is:
○ 1 par stock in the room.
○ 1 par stock kept at the linen room or station for circulation
○ 1 par stock in Laundry.
Subject:LOST & FOUND No: 094 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Procedures:
The Period of keeping lost and found item is based on the following classifications:
▪ Valuable items (valued any at RP 500.000) to be stored in safe deposit box at Hotel safe and
kept maximum of 6(six)months if not claimed will return to finders
▪ For any credit cards, traveler checks, and cash money should be kept in Finance dept
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Non-Valuable items
▪ Food & Beverages will be kept for 3 (three) days or maximum 1 (one) week before disposal
▪ Non-Valuable Lost & Found (Common goods such as clothes, toys, cash money below
400.000 rupiah will be kept for 1(one) month
▪ When guests claim the lost items, the Housekeeping Coordinator should inquire about the
time, the place, and the characteristics of the lost item.
▪ The identity card or passport should be presented by the guest while the claiming process
is on. By the end, the guest should be politely requested to sign for receipt of the Lost and
Found item. See Lost & Found claim form.
▪ If guests return to the Hotel and stay in the hotel, you can inform the Front Office and
Housekeeping team to send the Lost and Found to the guest’s room, and the standard
procedure is required.
▪ If the guest calls to send the Lost and Found back, you should inquire the correct address
and phone number of the guest and inform the Executive Housekeeper. Guests must be
informed which way he likes us to send and that he/she must pay for the charges.
▪ If someone else claims the Lost and Found for the owner, then a letter of written request
from the owner is required, including a copy of the owner’s identity card and passport.
▪ Items that are claimed by guests must be packaged and mailed back to the guest
immediately and must be accompanied with a letter from the Executive Housekeeper The
Executive Housekeeper must respond in writing to all inquiries for items that the Hotel was
not able to find.
PROCEDURE
▪ Anything left by guests, lost or found property handed over to Housekeeping.

▪ Anything found in a C/O room should be treated as an L& item F.
▪ Never put any found item in the pantry, trolley or in other locations
▪ All items must be handed over to the -Housekeeping Office, if you don’t have time, inform
your Supervisor.
▪ To handle inquiries and find easily, the Administrative Housekeeping Department is
responsible for the Lost and Found logbook, the logbook includes the date, the place, the
article’s name and the finder for all items.
▪ The HK Coordinator / Supervisor of every shift should submit the Lost and Found in the
store room on the same day.
▪ Lost and Found items should not be left unattended in the Housekeeping Office but should
be placed in the Lost and Found store room.
PRIVATE PROPERTY

▪ All items handed over must have a slip with the following details:
o Date.
o Location
o Found by
o Items
▪ Once it is handed over, the desk coordinator should. tag it and enter in the register.
o Date
o Serial number
o Description of item
o Name of finder
o Entered by
▪ Store it in the Housekeeping Lost & Found and in correctly packed (Pay attention to place
items based on the order of the date.
▪ The record of Lost and Found enter in daily bases to PMS Log and share the Log to Front
Office
Issuing Lost & Found
Lost & Found issued to the finder should have gate Pass and Manager to control and
monitoring the issue of Gate Pass
▪ Gate Pass should be signed and authorized by the General Manager/Hotel Manager/ or
Department Heads and security and copied to the security , Departement Head and
Accounting Departement
▪ Copy of the Gate Pass as attached and should be made available in all Departments
Subject:Lost and Found Mail Procedure No:139 HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

Procedures:
● Emailing the guest and mentioning the items in correspondence email /

mail mentioned as being lost, has not been turned into our Lost and
Found Department.
○ And enclosed a request for additional information form and asked
the guest to provide the details.
○ The information given will be kept on the file.
○ If the missing item should be turned in future, then we will inform
the guest accordingly and also we will make necessary
arrangement to courier you the same at the following address:
Mailing Address as per the hotel records:
___________________________________________
___________________________________________
___________________________________________
Regretfully,
(Hotel Name)
Name
Executive Housekeeper
Subject:Lost and Found Inquiry No:140 HKPP-V003-1-1-2022
GENERAL OVERVIEW
PRIVATE PROPERTY

Procedure
PRIVATE PROPERTY

Subject:Lost and Found Property No:141 HKPP-V003-1-1-2022
GENERAL OVERVIEW
To define responsibilities and procedures for documenting and securing items that are found by
and/or given to a hotel employee that do not belong to that employee.
Procedure
General Procedures, Records, & Reports
● All lost & found items must be turned over to the Housekeeping Department for property
tagging, logging, and disposition.
● The Housekeeping Department maintains a Logbook of all lost & found items, and ensures
that the Logbook is reconciled at the end of each month.
● The Housekeeping Department should input the lost and found items data in the hotel system
● Housekeeping prepares a list of all lost & found items and their deposition, and forwards this
list each month to the Executive Office for review.
Tagging & Recording Lost & Found Items
All lost & found items will be tagged and information relating to each item recorded on both the
tag and the logbook.
● Complete lost & found tags in triplicate with the following information:
● Date and time
● Tag number
● Area found, or room number
● Description of the article
● Received by / Released by
● Claimed by / Date and Time claimed / Claimant’s signature
● Disposition
PRIVATE PROPERTY

Subject: Returning Lost and Found direct to the owner No:142 HKPP-V003-1-1-2022
GENERAL OVERVIEW
Lost and found return directly to the owner and when the owner pick up direct to the property or
has given letter to someone that presenting the owner
Procedure
Executive Housekeeper
● Retrieves the item from the Lost & Found Storeroom
● Obtains the Lost & Found Logbook
● Assigns a Housekeeping attendant to return the item and hands the item and the Lost
& Found Logbook to the Officer.
Housekeeping attendant/Order Taker

● Take both the Log Book and the item to the guest.
● Verifies the guest actually is the owner of the item.
● Requests that the guest prints his/her name, and signs and dates the Lost & Found
Logbook to record that the owner claimed the item.
Subject: Returning Lost and Found by mail to the owner No:143 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Lost and found return by mail and send by courier to the owner
Procedure
● The Executive Housekeeper/Order taker retrieves the article from the Lost & Found
Storeroom,
● Initials the “Disposition of Article” section,
● Records that the item was mailed back to the owner and the date on which it was sent
by registered, insured or certified mail.
● It is the responsibility of the Executive Housekeeper/Order taker to ensure that the
article is mailed or expressed as requested by the owner.
● Unless the expense is waived by the General Manager or Executive Assistant Manager,
owners of found items that request to have the articles mailed or expressed to them
should be advised that it will be at their own expense. Find out whether the owner
prefers COD, money order, cash payment or credit card.
● Found items may also be forwarded to the guest’s travel agent for return.
find format email of lost and found. Email should be send every day when you get the lost
and found so no items that we keep for long time.
Dear Mr /s. ……..,

It was a pleasure to have you stay with us at Name of the Hotel. Following your departure, our
Housekeeping Assistant found ……………………. in your room.
The article has been kept in our Lost & Found Department. Our policy is to keep the items for three
months and if not claimed within that time, the items will be disposed of.

Please let us know if we should keep the article until your next visit or would you like us to send it
to you by courier or normal mail. Please send us your mailing address and telephone number if you
would like the items to be couriered.

Please contact me at my email address ………………………
We look forward to hearing from you and welcoming you back to Name Of Hotel for your next visit.
PRIVATE PROPERTY

Subject: Returning Lost and Found by mail to the finder No:144 HKPP-V003-1-1-2022
GENERAL OVERVIEW
After the expiration of the established safekeeping periods, found items will be returned to the
finder.
Procedure
Issuing Lost & Found
Lost & Found issued to the finder should have gate Pass and Manager to control and
monitoring the issue of Gate Pass
▪ Gate Pass should be signed and authorized by the General Manager/Hotel Manager/ or
Department Heads and security and copied to the security , Departement Head and
Accounting Departement
▪ Copy of the Gate Pass as attached and should be made available in all Departments
Subject: Disposing lost and found No:145 HKPP-V003-1-1-2022
PRIVATE PROPERTY

GENERAL OVERVIEW
Disposition of Lost & Found Items will be divided into two (2) Categories: Invaluable and Valuable
Procedure
Food and Beverages 3 days maximum 1

FOOD
week
Cash money below 400 rupiah
Bags (generic)
NON-VALUABLE Clothing
1 months
Shoes
Miscellaneous
Credit Cards – Turn-in to Accounting Office 5 days
Currency
Watches
Rings
VALUABLE Jewelry
6 months
Keys
Wallets
Cameras
Video Cameras & other equipment
This policy may be revised according to the General Manager's discretion. The General Manager
will clarify either verbally or in writing any changes to the policy.
Subject: Attendant starting the day No:146 HKPP-V003-1-1-2022
General Overview
PRIVATE PROPERTY

To ensure the smooth service and comfort of the guests in our pool area and to keep the pool
clean and tidy at all times.
PROCEDURE:
START YOUR WORK
● At 5 Am when starting work prepare all equipment needed: pool vacuum hose,
brooms, hand brush, bucket and other cleaning tools
● Start vacuuming the pool from the furthest position from the pump, skim the water,
take out big items to avoid damaging the vacuum machine.
● Work with the system, divide the whole working area into small areas, make sure
that NO area will be forgotten.
● Work very slowly and precisely to be able to see your work and not to roughen the
water, make sure all the dirt is vacuumed up.
● After the pool/pools have been cleaned make sure that all your equipment is stored
correctly.
● Check the water condition with the Test- Kit and report to the Housekeeping Office
if the water test is not per standard
● Start cleaning the pool area starting at the furthest point from the service area and
working towards the service area.
● Clean the sundeck from the bottom to top and open the pool umbrellas
● Clean the shower as per standard
● Sweep and brush the floor, making sure the floor is free from bird droppings and
spots
Subject: Pool Attendant Service No:147 HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
Ensure privacy for our guests and smooth service and comfort of our guests in our pool area and
keep the pool clean and tidy at all times.
PROCEDURE:
SERVICE AREA
● Set up a service at the service station area with 50 clean pool towels on the counter and
50 spare towels and make sure it is clean and tidy at any time and ready to serve our guests
at 06:00 Am.
● When a guest arrives at the pool to ask for a towel, ask the room number in order to find
out if it is in-house or a side guest.
● Great all guests who come to the pool area.offer them a Pool Towel
● Respond promptly to any guest request.
○ In case it is an outside guest, inform the Pool only for in – house guests and Offer
the guest to have a drink or snack or Lunch in the restaurant. If the guest insists on
using the pool, please inform the Assistant Manager
● Clear away all used towels and glasses and tidy up the once the guests have left for pool /
beach or lunch
● Keep tables and surrounding clean (sweeping)
● Keep a close eye on the pool to ensure that our entire guest are safe “especially children”
● Close the pool umbrella and call HK office to get an assignment helping the Public Area
cleaning the corridor until the raining stops and proceed to set up a sunbed and umbrella
again as per standard.
● Continually check and inspect all of the pool area, all equipment during the day has to be
cleaned and placed in an authorized area.
● All duties are completed at every shift and handed over to the next shift
Subject: Maintain pool towel level No:148 HKPP-V003-1-1-2022
PRIVATE PROPERTY

Overview
Ensure a smooth service without any inconvenience for our guest or our team
PROCEDURE:
● Set up inservice station at 06:00 Am 50 Pool towel on the counter with 100%
occupancy and below counter 50 spare
● Always make sure that there are enough clean towels at the service station.
● Call linen runner to pick up the soiled towel and exchange ( dirty for clean )
● Make sure that you always have a par stock of 40 towels in the service area, which
means get new towels when there are around 20 towels left in the service station.
● In the evening make sure that all towels will be collected and brought to the
laundry.
● Account for any missing pool towels
Subject: Pool Water Condition No:149 HKPP-V003-1-1-2022
PRIVATE PROPERTY

General Overview
Ensure the cleanliness of the water and the safety of our guests
Procedures:
● Prepare the water test kit and the liquid.
● Take two test-kit containers and take some water out of the pool. DON’T fill it up to
the top.
● Use the ph-liquid and pour 5 drops in one of the containers.
● Use the chlorine-liquid and pour 5 drops in the other container.
● Wait a minute and look at the scale until which unit the watercolor changed.
● Check if this unit is within the limit, indicated on the Swimming Pool Water Service
Report ( PH level should be 7.6 )
● If the unit shown is within the limit, dispose of the water in the sink and store the
test-kit correctly.
● Should the unit shown not be within the limit, report to the housekeeping office
immediately so they can take further action
Subject: Outside Guests No:150 HKPP-V003-1-1-2022
Overview
Ensure privacy for our in-house guests. We have a standard on how to handle outside guests.
Procedures:
● When a guest arrives at the pool to ask for a towel, ask for room number in order
to find out if it is an in-house guest or outside guest.
● In case it is an outside guest, inform him that the pool and the pool area are only for
in-house guests.
● Offer the guest to have a drink or snack in the Pool area or Lunch in the restaurant.
● In case the guest insists on using the pool, please inform the Assistant Manager
PRIVATE PROPERTY

Subject:Vacuuming the pool No:151 HKPP-V003-1-1-2022
Overview:
Keep the pool clean and tidy at all times
Procedures:
● At 5am when starting work prepare all equipment needed: vacuum machine, hose,
vacuum , and telescopic stick.
● Prepare the machine and make sure that everything is working.
● Report to your supervisor immediately if there is any damage on the machine or
somewhere around the pool area.
● Before starting vacuuming, skim the water and take out big items since they would
damage the vacuum machine.
● Start from the furthest position of the machine and work towards the machine.
● Work very slowly to be able to see your work and not to roughen the water.
● Work very precisely to make sure all the dirt will be vacuumed.
● Work with a system, that means, divide the whole working area into small areas and
work from one area to the next. This is to make sure that no area will be forgotten.
● When both pools have been cleaned, make sure that all your equipment will be
stored
PRIVATE PROPERTY

Subject:Scrubbing the pool floor No:152 HKPP-V003-1-1-2022
Overview:
The safety of our guests
Procedures:
● Prepare all equipment (floor machine, scrubbing pad and holder, extension cable,
bucket, water scoop, broom, dustpan, hand brush, wet/dry vacuum complete and
cleaning supplies)
● Check that all equipment especially machinery is working properly
● Remove all items in the working area, which may disturb your work like chairs,
tables etc.
● Plug in the machine in the nearest socket possible
● Ensure that the cable lies on proper places during your work as it may cause
accident to the guest or other staff members if it is in the way
● Soak the area first with an all-purpose cleaner to dilute the dirt and spots.
CAUTION: Be careful with the extension plug so it does not get in touch with water.
That may cause an electric shortage.
● Start scrubbing from the furthest area to the nearest and work backward to avoid
stepping on the scrubbed area.
● Make sure to give pressure on the spotted area and pour detergent if necessary.
● Use the hand brush and scrub manually in the areas that cannot be reached by the
machine i.e. corners, narrow areas
● Work in measured areas (square meter, tile block etc.) to make the work more
efficient.
● After the scrubbing vacuum to dry the floor.
● Continue to do the scrubbing thoroughly in all areas.
● Do the final check to make sure all areas are clean and dry and also to make sure all
equipment has been taken back.
PRIVATE PROPERTY

● Re-set the moved furniture to its original set up.
● Clean and dry all equipment and store it correctly
Subject:Pool Standard Checklist No:153 HKPP-V003-1-1-2022
Overview:
These routine tasks make up the majority of the daily pool attendants will take part in
Procedures:
● Guests acknowledged with eye contact and smile within 10 feet.
● A polite greeting, offer of assistance, etc. was made within 5 feet by the pool attendant.
● The Pool Attendant asked the guest’s name and Guest name was used at least one time.
● Staff anticipated needs and offered a lounge chair, towels, items for children, etc.
● Pool Attendant present and attentive to all pool areas activities.
● Pool deck is not damaged, worn or cracked.
● Pool interior and tiles were free of algae, not worn or damaged.
● Pool water was free of floating debris, clear.
● Chairs, furnishings were matching and were neatly arranged throughout pool areas.
● Chairs were free of markings, not stained or soiled and not damaged.
● Tables were free of markings, not stained or soiled and not damaged.
● Poolside umbrellas were free of markings, not stained or soiled and not damaged.
● Towels were available at a convenient location.
● Towels were free of stains and were not torn.
● Pool area restrooms, floors and walls were free of debris, spots and hair.
● Public restrooms stocked with sufficient hand or paper towels, soap and other required
amenities
● Staff did not congregate or engage in personal conversation with other staff
● Pool staff well groomed, uniformed, name tag was present.
● Staff did not eat, drink, smoke or chew gum.
PRIVATE PROPERTY

● The speed of service adapted to the environment and the needs of the guest.
Subject:Swimming Pool Maintenance No: ENG-V043-22.06.2020
Distributed: All ENG &HK

Issued by: Corporate ENG Reviewed & Approved by : Winston Hanes
Departments
General Overview
To ensure a clean and safe environment around the pools at Archipelago international
properties.
What parameters should be checked and the swimming pool water standard?
1. pH stands for Potential Hydrogen. It refers to the hydrogen level in your pool water.
The standard ideal pH level we should maintain is 7,2 - 7,8. Based on academic
research a pH level between 7,2 - 7,8 parts per million (ppm) in the water is healthy
and strong enough regardless of weather conditions to keep pool water clear.
2. The chlorine level should be maintained at 1,0 - 1,5 ppm. Add chlorine when the pool
is closed or night time or put a chlorine tablet in the skimmer box to maintain the
chlorine level. A chlorine level above 2 ppm can irritate yes and must be avoided.
However, we recommend increasing chlorine levels above 2 ppm once every 3
months in order to kill off any kind of bacteria in the water.
3. TDS stands for total dissolved solids in a liquid. It should be maintained below 500
ppm to achieve our goal of having clear water conditions. The pool floor must be
clearly visible.
4. Summary of key standard levels:
pH : 7,2 - 7,8
Chlorine : 1,0 - 1,5
TDS : below than 500 ppm
PRIVATE PROPERTY

Swimming pool maintenance
1. The pool floor must be vacuumed every day prior to the pool opening. The pool is to
be maintained free of leaves and other floating debris at all times water and
skimmers are to be checked for rubbish daily. Pool vacuuming and adding of
chemicals must occur prior to the pool's official opening and not while guests might
want to use the pool.
2. Do backwash whenever needed based on operation and pressure gauge in the pump
room area.
Subject:Guest Laundry Presentation No:154 HKPP-V003-1-1-2022
Overview:
Extra care must be taken when handling guest laundry for the guest satisfaction
Procedures:
● Shirts shall be shaped around a shirt board, the collar buttoned with a specific recycled
paper item and individually fastened with a paper band.
● The folded garments shall be over-wrapped with non-printed white paper.
● Socks shall be returned matched and folded.
● All safety pins are to be removed.
● One orchid flower along with a “Thank You for using our laundry service” message shall be
delivered in the return service basket.
● Shirts shall be buttoned and hung on plastic hangers, and bagged with a transparent plastic
cover with the collar and fifth (5th) buttons closed.
● All hanging garments shall be returned on plastic hangers with an anti-slip guard for
trousers.
PRIVATE PROPERTY

● Jackets shall be returned unbuttoned on purposely-designed jacket hangers.
Subject:Laundry Valet service No:155HKPP-V003-1-1-2022
Reviewed & Approved by : Winston Distributed: All HK

Issued by: Corporate EHK
Hanes Departments
Overview:
● Being a laundry valet you are responsible to ensure that all laundry services for the hotel's
guests are done as per the standard policies and are met on time. Also responsible for
laundry collection from guest rooms, dry-cleaning, washing, drying, pressing and folding of
guest's laundry along with other hotel linen
Procedures:
● When collecting from or delivering to the guest’s room, the Valet attendant shall announce
herself/himself by saying: “Good morning/afternoon/evening, Laundry Service,
Madam/Sir,” and wait for 30 seconds.
● If no answer is provided within this time, the Valet Department staff member shall gently
enter the guest’s room and announce her/himself once again as aforementioned.
● The guest must be addressed by using the appropriate formula, i.e., Madam/Sir, or
Ms./Mrs./Mr. XXX (if the guest’s name is known and has been checked regarding the
spelling and the room number).
● The Valet Department staff member shall check that the guest’s list is in the laundry
bag/basket and that the room number is correct when collecting/delivering
● All hung garments shall be placed on a valet hook or inside the closet in such a way, to be
implemented according to the room display, that it is highly visible to the guest. A valet
attendant return card shall also be left in a highly visible place to be defined by the
Management Team, e.g., on the working desk.
● All folded garments shall be placed in the basket on the bed or arranged if the guest’s
habits are known or if any request has been made.
PRIVATE PROPERTY

● If the “Do Not Disturb” sign is displayed, the Valet attendant shall leave under the door the
related valet notice card advising the guest that her/his item(s) is/are ready and to contact
the Valet Department at her/his convenience.
● Whenever the guest offers to pay cash, the Valet attendant must advise her/him that the
costs incurred have already been charged to the guest’s hotel bill
● If the guest’s garment is damaged after it has been handled by the Laundry Department,
the Housekeeping Manager shall immediately contact the guest concerned after an
appropriate inquiry, apologize and offer compensation. The damaged article must not be
charged for the original service requested.
● The Laundry attendant shall apply temporary laundry marks in areas where they will not
damage the fabric or be visible when garment is worn, and the dry cleaning tag marks must
be removed from any item and attached to the hanger prior to the guest’s room delivery.
● If any guest’s personal item is found in one of the garments to be processed by the Laundry
Valet Department, the found item shall be issued to the Housekeeping Manager who shall
immediately contact the guest and, if the latter is not in the room, a message reporting the
fact shall be left and the item description shall be recorded in the log book accordingly.
Subject:Guest Laundry check sequence No:156HKPP-V003-1-1-2022
Overview:
guest's laundry along with other hotel linen
Procedures:
● Check carefully the following points on the list :
PRIVATE PROPERTY

●
○ Date
○ Today delivery / Express laundry service
○ Next day delivery / Standard laundry service
○ Guest count versus staff one-by-one count
● Separate all the guest’s items by category : i.e., shirts, underpants, socks, handkerchiefs,
etc.
● The guest’s individual laundry pieces must all be identified with the same marking
code/number.
● The marking code/number must be identical to the one displayed on the guest’s laundry
list.
● When the washing of a lot has been completed, send the laundry list to the Laundry
Department
● Whenever a mistake originated by the guest is found on the list, or whenever a

damaged/torn item is found, report immediately to the Housekeeping Manager
SubjectLaundry Order taking No:157HKPP-V003-1-1-2022
Overview:
Wish the guest as per the time of day and ask if they require anything to be laundered. Address the
guest by the time of the day “good morning, good afternoon sir/madam", May I pick up your
laundry. Get a laundry/ dry-clean list for the guest to fill in if a guest has not done so as yet
Procedures:
● The guests shall always be greeted politely and pleasantly, by her/his name if displayed and
with a clearly spoken standard script to be implemented accordingly, i.e., “Good
morning/afternoon/evening, Ms./Mrs./Mr. XXX, Laundry Service, how may I help you
PRIVATE PROPERTY

● The order taker shall never tell the customers to contact any other Department but must
contact it/them on the guests’ behalf
● ll guests’ calls must be answered within the first three (3)
● The guests must be advised immediately by telephone or written note if their clothing count
differs from the hotel’s one
● The guests shall be given pick-up and delivery times which can be reasonably honoured as per
implemented policy
● The guests shall be contacted prior to any garment cleaning where a garment received is
non-cleanable or in damaged condition
Subject :Guest garment finishing quality control No:158HKPP-V003-1-1-2022
Overview:
guest's laundry
Procedures:
● No wrinkles over the shoulders
● Sleeve/shoulder seam carefully pressed
● No wrinkles under the arms
● Bodice shaped to figure
● No puckering at bust darts
● Rolled sleeves and cuff
● Cuffs level all round, equal depth
● Undressed pleats lift undressed
● Pleats straight, correctly aligned
● Neck facing smooth
● Collar softly rolled and wrinkle-free
● Bodice facings smooth
PRIVATE PROPERTY

● Placket or zip opening straight, closed, no puckering
● Shirt seams straight and smooth
● Even and straight hemlines
Subject: Sorting function sequence No:159HKPP-V003-1-1-2022
Overview:
Set up to correctly separate, and sort the laundry. sort well, it not only prevents accidents, but also
cleaning, preserves colors, reduces drying time, and diminishes the spread of lint
Procedures:
● The rags and uniforms used over weekends and public holidays are to be washed in priority
on each Monday morning or next appropriate working day.
● Loads from the previous day to be sorted but not washed shall be taken to the washroom.
● Linen to be sent in the chute are to be sorted into load size by weighing.
● The uniforms are to be prepared for washing.
● The uniforms are to be sorted into load size by weight.
● The Food & Beverage linen is to be prepared for washing.
● The Food & Beverage linen is to be sorted into load size by weight.
● The rags and uniforms shall be prepared for washing later in the evening in order they are
washed first thing next morning.
● The final linen shall be sorted for next day’s processing.
● The sorting area is to be cleaned and sprayed against all insects in order to provide
permanent protection
PRIVATE PROPERTY

Subject: Sorting Categories No:160HKPP-V003-1-1-2022
Overview:
Linen items received into the soiled linen deposit area must be separated into the number of
groups as per established policy, in order to facilitate the use and increase the efficiency of the
laundry equipment, products and processing methods.
Failure to properly separate the linen categories will result in :
● Heavy additional expenses

● Unnecessary supplementary work in the process cycle
Procedures:
Heavy soil
Heavily soiled items shall be defined according to the two (2) following separate categories :
Unusually heavily soiled items
● Those extremely soiled items which shall normally not be subject to any heavy soil, i.e., pillow
cases, bath towels, etc., and which are received by the soil sorting room, must be accumulated
into a separate load
● These linen items must not be processed with the regular items since the washing product
formulas normally used for processing the individual categories are designed and formulated to
handle light soil
PRIVATE PROPERTY

Heavily soiled items
● he washing categories such as kitchen rags, kitchen towels, etc., are by definition subject to
extremely heavy soiling
● It is imperative that kitchen rags, side towels, etc., are not placed in the same cart or bag as
uniforms or table linen items.
● Indeed, some stains to be found on kitchen linen items cannot be removed by chemical action.
○ Therefore, if the stain is transferred, any item in contact with those heavily soiled linen
items may have to be removed from the operational list
Coloured items
● Coloured items create a problem for the laundry as, if the dyes used to impart the colors are
not fast enough, they will transfer their color components in the wash cycle to other items.
● This is particularly true with items which are being placed in service for the first time. Indeed,
all new coloured items must be washed separately the first time, and not mixed.
● Some textiles with color-fast dyes can be washed together as, when these items have been
used for a certain period of time, the dyes lose their fugitive characteristics, and where bleach
is not used
Sheets and pillowcases
● Depending upon the processing techniques used by the Laundry Department, the
sheets and pillowcases can be washed either together or separately.
●
● It is best to separate them since pillow cases require a slightly heavier wash formula
than sheet
Rags
● Rags shall never be allowed to remain unwashed for extended periods of time, i.e., they
should be given priority washing on a Monday (after a weekend) or the day after a public
holiday.
● They must be washed at the end of each work day, and shall be one of the first loads
laundered.
PRIVATE PROPERTY

● Any failure to follow this practice will result in extreme odors and a high probability of
insect infestation, and can create a potential fire hazard.
● All rags are to be stored in a closed container away from any heat source
Uniforms
● Uniforms are to be exchanged on a one-for-one basis in specified areas as per established

policy.
● Any uniform that arrives damaged to the Laundry Department shall be charged to the staff
member responsible, and if the latter cannot be identified, the cost shall be charged to the
person in charge of this kind of procedure within the Laundry Department
Subject: Linen Processing No:161HKPP-V003-1-1-2022
Overview:
By performing efficient processing of all linen, the Laundry Department will achieve optimum linen
conservation.
Procedures:
Receiving and sorting section
● All linen must be kept off the floor

● Linen containing any extraneous fabric and/or equipment or showing any sign of misuse shall
be recorded and the using Department responsible advised for correction
● All trolleys and carts shall be inspected systematically for any protruding nails or cutting edges
● Each item must be correctly classified as per Laundry Department standard
Washing section
PRIVATE PROPERTY

● Ensure that the correct formula is used
● Ensure that the correct weight is recorded
● Ensure that the correct amount of bleach is used
● Check for any rust and protruding object in/on all trolleys and carts
● Check the accuracy of all thermometers
● Check the drum and door latches of all washing machines for any snag points or sharp edges
● Check all the formula automatic control systems for proper operation
● Check the entire washroom floor surface and all machines for cleanliness in order to prevent
stains
● Check for any overloading relative to the machine limit figures displayed on it
Subject: Washroom function sequence No:162HKPP-V003-1-1-2022
Overview:
By performing efficient sequence of all linen, the Laundry Department will achieve optimum linen
conservation.
Procedures:
The following chronological sequence to be applied :
● Start the washing machine
● Help the sorter to prepare the future loads
● Unload the washing machine once entire cycle has been completed
● Reload the washing machine and start them
● Repeat steps 2-3-4
● Stop washing the no- iron items 1½ to 2 hours before the production team finished its shift
● Prepare the second round of washing for the next morning for each washing machine in
soil-sort area
● Issue the completed and signed production sheet for each washing machine to the Laundry
Valet Manager
PRIVATE PROPERTY

● At the end of the work day, the Laundry Valet staff member who stays one hour after the
production team has left shall unload (first sorted load) all the items that have been
through the completed process and reload all the washing machines for the next day
● Consequently, she/he shall then arrange a second sorted load for each specific washing
machine
Subject: Drying area function sequence No:163HKPP-V003-1-1-2022
Overview:
conservation.
Procedures:
● Check to see that all lint filters are clean.

● Load the linen items and garments to the proper capacity and start the drying sequence.
● Check the settings on the face of the dryer to make sure that they are appropriate and
correspond to the load.
● Fill in the production sheet by recording the time and the work category loaded into each
drying machine.
● Repeat the first four (4) steps for each drying machine.
● As soon as the drying machine has completed its cycle, unload it and make sure that items
such as table linen, sheets, towels, etc., are brought to the folding area, and that garments
and uniforms are brought to the finishing area.
● Reload the drying machine and repeat the first four (4) steps.
● Clean all lint filters after each cycle as trained.
● Once a week, on the same day, use the air compressor machine to blow through the steam
coils while the empty drying machine is running.
● Issue the completed and signed production sheet to the Supervisor concerned.
PRIVATE PROPERTY

Subject: Flatwork function sequence No:164HKPP-V003-1-1-2022
Overview:
conservation.
Procedures:
Sorting
The work shall be sorted into categories corresponding to the processing techniques to be used.
Sheets, pillowcases and other small items shall be sorted, washed and conditioned, if necessary,
separately so that the work received by the ironing area will be consistent in grouping, in order to
increase the efficiency of the ironing staff.
Washing
Great care regarding the washing is to be taken in order to control the sour and extractor and shall
consequently allow efficient ironing. A pH level less than 6 may lead to rolling, jamming of ironing
machines and damage to inner padding.
Insufficient extraction will leave too much water in the linen items and will thus also cause rolling,
damp linen items after ironing (double pass) and consequently lead to poor finishing quality.
Conditioning
The conditioning of the items to be ironed is accomplished by removing the moisture in a tumble
dryer. The reasons for conditioning are :
Poor extraction as the machine may not meet the minimum 220 G force required
Too short an extraction cycle for the items to be ironed
High production ratio requirement of the ironing machine not met
Elimination of the multiple passes of work through an insufficient ironing performance
PRIVATE PROPERTY

To compensate for low ironing temperatures / low steam pressures, a steam presser of 125 psi
shall be standard
Normally, pillowcases and napery shall be conditioned for 4 to 8 minutes in order to allow efficient
ironing speeds.
Shaking-out
Shaking-out consists of the preparation of work to be ironed by laying it out to facilitate ironing.
Cotton sheets almost always require shake-out preparation as the lubrication level of wet cotton
sheets is quite low and thus they tend to form knots
Unlike cotton sheets, the polyester/cotton blend sheets can be directly picked out from the ironing
machine feed carts by the feeders
Small items such as napkins, pillowcases, etc., shall never be pre-shaken as the feeders shall feed
directly from the ironing machine feed carts
The exception to this rule is aprons. Because of the strings or ties, the aprons shall be shaken out
for feeding
Feeding
Feeding consists of placing items into the ironing machine.
Sheets
Each of two feeders grasps the sheet in one hand and places the grasped corner onto the feed
ribbon
With the other hand, she/he shall feed and pull the end of the sheet towards the ironing machine
The feeder shall pick up the trailing edge with the same hand as used to feed and drape the sheet
in front of the ironing machine, smoothing with the other hand
The other hand then reaches for the next sheet
Small items
Feed small items from the feed cart without pre-shaking

Normally, on a 120” ironing machine, 4 feeders and 2 receivers are used
Always use the entire ironing machine capacity
Aprons
The aprons shall be shaken out so that they can be placed in stacks across the feed-through bar
PRIVATE PROPERTY

This is necessary so that the ties can be laid across the body of the fabric to avoid tangles in the
folder
Subject:Uniform Laundering Process No:165HKPP-V003-1-1-2022
Overview:
conservation.
Procedures:
Receiving
● The successful process handling of uniform laundering depends upon the manner in which
the garments are handled when they are received in the laundry.
● In order to obtain the best results, it is essential that all uniforms are processed at least
twice a day, in the morning and in the evening, in order to eliminate set stains and reduce
the possibility of mildew.
● This practice will also encourage the parties responsible to inspect the respective locker
rooms for uniforms to be laundered in the evening.
Uniform room
● The most severe damage to uniforms appears to occur when they are taken off by the
employees and thrown on the floor without due care taken by the staff.
● Consequently, an appropriate deposit/pick-up uniform schedule is to be instituted and
strictly adhered to in order to optimize the staff/uniform room/laundry cycle and the
corresponding charges are to be applied to the staff in the case of the procedure not being
respected.
Sorting
● All garments must be checked by a sorter who inspects each garment for extraneous items
such as ink pens, lipstick, paper tissue, pins, etc.
● This aforementioned practice will tremendously reduce uniform replacement expenses.
PRIVATE PROPERTY

● Any failure to adequately shake out uniforms can result in the following :
● An individual uniform being totally destroyed
● Staining of an entire load of uniforms so severely that strong treatment must be applied to
recover the uniforms which consequently causes significant decrease in the material’s
tensile strength
● An entire load of uniforms being damaged to the point where they have to be discarded
● Uniforms must be sorted for laundering. The sorting procedure has the following functions
:
● To separate colours and thus avoid the transfer of fugitive dyes from coloured uniforms.
Normally, there are surface dyes on a uniform which will be removed by each laundering
process
● If these dyes are exposed to white or other coloured garments, a discoloration will occur.
This discoloration may take the form of white uniforms becoming dull
● If not caused by soil redeposit, this dullness is probably the result of different coloured dyes
adhering to the surface of the uniform. In many instances, it is difficult if not impossible to
remove this discoloration
● Where it can be removed a significant decrease in tensile strength may occur
● Heavily soiled uniforms shall be washed separately. This is especially true for engineers’
clothing and kitchen uniforms. Uniforms of different colours shall be laundered in different
wash loads
● These classifications are subject to both grease and inert soiling which require severe wash
formulas. In these formulas, loose soil particles saturate the washing liquid and can cause
soil redeposit on other less soiled uniforms in the load.
Preventive damage inspection
● While the uniforms are being shaken out and sorted into loads, they shall be inspected for
any damage including small holes, ruptured seams and tears.
● In addition, any stain which will not be removed in the standard washing process, such as
rust, shall be separated for hand treatment. This practice will significantly lengthen the life
of uniforms.
● Failure to follow this practice will result in unnecessary damage to the uniforms.
Washing
● When the uniforms have been shaken out, inspected and sorted into wash loads, they shall
be placed into the appropriate washing machine at approximately 60% of the
washer-extractor’s capacity.
● This will allow satisfactory mechanical action and chemical concentration while preventing
the likelihood of the washing solution becoming heavily saturated with loose soils.
PRIVATE PROPERTY

Drying
● Uniforms shall be placed into a tumble dryer at approximately 30 to 40% of that dryer’s
capacity.
● The drying time setting shall be approximately 10 to 15 minutes and three minutes for the
cool-down cycle, depending upon the fabric weight.
● As soon as the uniforms are dry and cool, remove them from the dryer and place them
immediately on the appropriate hangers for finishing.
● The practice of placing dried garments on hangers immediately after removal from the
tumble dryer will accomplish the two following important points :
● It will reduce any unnecessary wrinkling of the uniforms
● It will lengthen the time the uniform can be sorted between the moment it has been
removed from the dryer and the finishing step
Finishing
● The dried hanging garments shall be taken to the finishing unit where the presser will
process the employee uniforms.
● Once finished, they shall be inspected for finishing quality and cleanliness, then sorted by
the checker for delivery to the uniform room.
● Rejected uniforms shall be returned to the soil-sorting area for classification, such as for
hand spotting or re-washing.
● Any damaged uniform shall be taken to the mending room.
Subject:Laundry daily Operation No:166HKPP-V003-1-1-2022
Overview:
By performing efficient Laundry operation , the Laundry Department will achieve optimum
productivity.
PRIVATE PROPERTY

Procedures:
House linen
● Sort and weigh the linen
● Load and wash each load according to the respective classification
● Dry the washed items
● Fold the towels/bed sheets
● Gently finish the flat work, bed sheet, pillow case, F & B linen, etc.
● Send all the finished items to the linen room after counting and recording
Uniform
● Collect the soiled uniforms from the uniform room
● Sort, count and record
● Load and wash according to the respective classification
● Dry
● Press
● Send the finished uniforms back to the uniform room
Guest laundry
● Receive the guests’ calls as trained (please refer to RD05.02)
● Collect articles from the guests’ rooms (please refer to RD05.03)
● Mark all the articles
● Sort and check all the items
● Load and wash according to the respective classification
Dry
● Press
● Check and pack all the items accordingly
● Send all the finished items back to the guests’ rooms
Subject:Dirty soil / Laundry Pick up No:167HKPP-V003-1-1-2022
Overview:
PRIVATE PROPERTY

productivity.
Procedures:
Linen
The soiled linen can be picked up in 2 different ways :

● Through the linen chute facility
● Brought down by the Housekeeping Department staff concerned and by designated
staff regarding the F & B linen
Uniform
● The soiled uniforms are to be picked up from the uniform room.
● They are then to be sorted according to the colour, fabric, etc., counted and
recorded appropriately.
Guest laundry / dry cleaning
● The guest’s articles to be forwarded to the laundry / dry-cleaning shall be picked up

from the guest’s room.
● The room number shall systematically be written on the laundry list.
● The articles are then given to the marker who marks each item accordingly with a
reference number displayed on the laundry list concerned.
● The articles shall then be sorted according to their colour and fabric before being
washed / dry-cleaned.
Subject:Linen Chute No:168HKPP-V003-1-1-2022
Overview:
productivity.
Procedures:
PRIVATE PROPERTY

The following steps are to be applied when working in the linen chute area :
● Clean the floor of the sorting area with an appropriate damp mop
● Unlock the chute door
● Separate the dry from the wet linen
● Put the soil-sorted linen in the specific carts by category
● Weigh the loads as required by the washing section
● Spray the sorting area at the end of the shift in order to prevent insect infestation
Whatever the section, the two (2) rules to be permanently kept in mind are :
● Safety first
● Hygiene always
Subject:Handyman No:169HKPP-V003-1-1-2022
Overview:
To ensure that defects in guest rooms are fixed immediately (when possible) or are reported,
and followed up ASAP;
● All the guest room repair and maintenance problem should all be communicated
through the HK Department to ensure a proper follow up;
● To ensure rooms are kept in an excellent condition and not full of problems and minor
issues that could easily have been quickly fixed;
● To speed up turnover of guest rooms;
● To reduce complaints from guests about room issues;
Procedures:
● Every day from 9am to 5pm, at least one Engineering Handy-Man will be posted to HK
to fix room issues;
● He will be on the HK WhatsApp group chat and will check rooms while HK staff are
cleaning them and go to rooms when HK staff need him to fix items.
● A room should not be put as VC until any repairs have been finished;
● If a major repair is required and a room cannot be sold, the EHK should be notified
immediately and the room put as ‘Out of Order' in the PMS;
PRIVATE PROPERTY

● HK will inform Engineering when major repairs are required, and Engineering will fill
their log book as follows:
• Date
• Location
• Description of issue
• Time of call
• Name of caller
• Name of person receiving order
Subject:General Housekeeping Term l No:169HKPP-V003-1-1-2022
Overview:
List Housekeeping term in general
Procedures:
Adjoining Rooms Adjacent rooms that are not serviced by a connecting door.
Calling the Housekeeping Office when the paging system signals
Answering the Page
the holder.
Time of day that a guest is expected to check in:
Arrival ● Early = Arrival early in the day before 1000 hours
● Late = Arrival late in the day after1800 hours
Block A room that is being held for a specific guest on a certain day.
Refers to a situation when the hotel has accepted the maximum
Booked to Capacity
number of reservations.
Designated time when work begins and all Housekeeping
Check-In/
employees sign payroll sheets and clock-in, receive their
Clock-In Employee
assignments and sign-out their keys.
Check-In Guest Guests staying at the Hotel.
Checkout Guest Guest departing from the Hotel
Checkout Time Time designated by the hotel for the guest to vacate the room at
PRIVATE PROPERTY

the end of the stay. Normally at 12 noon.
When a Housekeeping employee signs out on the pay-roll sheets,
Clock-Out Employee turns keys into the Housekeeping Office at the end of his/her
workday, and clocks out.
Comp. Refers to a room that is complementary (No charge to the guest).
OD - Occupied Dirty
OC - Occupied Clean
VD - Vacant Dirty
Computer Vocabulary
VCI - Vacant Clean Inspected
VC - Vacant Clean
VCU - Vacant unchecked
Connecting Rooms Adjacent rooms that have connecting doors.
Crib A baby bed
Day Use Room A guest room that is used during the day but not overnight.
Abbreviation indicating that a guest does not want his / her room
DND (Do Not Disturb)
to be entered nor does he / she want to be disturbed.
Guest room door is bolted from the inside and cannot be opened with a
normal key. Before knocking on any guest room door, Housekeeping
Double-locked
staff must first test the door lock button which indicates if the door is
double-locked. Do no knock on double-locked doors.
1. The day when a room is expected to be vacated
Due Out
2. A room that is expected to be vacated that day.
Continue … General Housekeeping Terms
Performed by Room Attendants on one or more sections. The room

Evening Room Check
status is determined and entered on the section slip.
Forecast Daily, weekly, monthly forecast of number of rooms to be occupied.
Guest Request A service or item requested by a guest.
House Count The number of rooms occupied in the hotel during a particular period.
1. Rooms used by staff.
House Use Rooms 2. Rooms used permanently for hotel storage.
3. Rooms used for offices for the hotel.
HSKP Abbreviation for Housekeeping Department
A security system requiring each employee to sign for all the keys used
Key Control
during working hours.
Location where keys are stored. Drawer of cabinet should always be
Key Drawer / Cabinet
locked.
Late Service Room which requires service after the end of the day shift.
Central area of the Housekeeping Department from which all linen is
Linen Room
issued.
A record in the Housekeeping Office in which all calls, request,
Log Books
operation notices, important notes and hand-over notes are recorded.
An employee who does not come to work as scheduled and who does
No Show Employee
not call in to report the reason for his/her absenteeism.
No Show, Guest A guest who does not arrive when accommodation is reserved.
PRIVATE PROPERTY

Sheets on which are recorded the hours worked by every employee
Payroll Sheets
each day.
Permanent Room Room occupied by guest living in the hotel on a permanent basis.
Permanent Section A section assigned to a specific Room Attendant whenever he is on duty.
Property Maintenance Responsible for daily up-keep of public areas.
Rooms that show as a discrepancy between the Housekeeping
Re-checks /Verifications
Report and the Front Desk status. These rooms are physically
/Physical Checks
Re-checked by Housekeeping.
A vertically stored bed on wheels, used when there are additional guests
Rollaway Bed
placed in a room.
Room Change When a guest moves from one room to another.
OCC. (occupied) = A guest room in which a guest or the guest’s
belongings are present.
VAC. (vacant) = A guest room that is ready to be sold to a new guest.
C/O (Checkout) = A guest room that requires cleaning before it can be
Room Status Terminology
sold to a new guest.
S.O. (sleep out) = Refers to a guest room that is occupied but has not
been slept in.
OO (out of order) = A room that is not saleable.
An employee who delivers items to guest rooms and guest floors. The
Runner
employee should carry a pager so that he can be easily contacted.
Shift The number of hours worked by a staff member in one day.
Skip A guest who leaves without paying.
Spotting The removal of stains on a limited area.
Stay-over An occupied room that will not be checking out that day.
Suite Accommodation consisting of one or more bedrooms and a parlor.
Process of requesting a quantity of required supplies from a central
Supply Requisition
storeroom. Usually done each week.
Triple Three persons occupying a room.
Updating Transmitting the most accurate status of the room to the Front Office.
Important guest who requires special attention and the best quality of
VIP
service.
Walk in A guest who checks in the hotel without a prior reservation.
A four-part form which is filled out to request maintenance / repair
Work Order
work.
PRIVATE PROPERTY

Subject:Handyman No:170 HKPP-V003-1-1-2022
Overview:
To ensure that defects in guest rooms are fixed immediately (when possible) or are reported,
and followed up ASAP;
● All the guest room repair and maintenance problem should all be communicated
through the HK Department to ensure a proper follow up;
● To ensure rooms are kept in an excellent condition and not full of problems and minor
issues that could easily have been quickly fixed;
● To speed up turnover of guest rooms;
● To reduce complaints from guests about room issues;
Procedures:
● Every day from 9am to 5pm, at least one Engineering Handy-Man will be posted to HK
to fix room issues;
● He will be on the HK WhatsApp group chat and will check rooms while HK staff are
cleaning them and go to rooms when HK staff need him to fix items.
● A room should not be put as VC until any repairs have been finished;
● If a major repair is required and a room cannot be sold, the EHK should be notified
immediately and the room put as ‘Out of Order' in the PMS;
● HK will inform Engineering when major repairs are required, and Engineering will fill
their log book as follows:
• Date
• Location
• Description of issue
• Time of call
• Name of caller
• Name of person receiving order
PRIVATE PROPERTY

Subject: JD - Executive Housekeeper No: 001-HSKP-JD-V003-01-01-2022
MAIN ROLES
Supervises all housekeeping employees, has the authority to hire,develop and motivate the team
or discharge at all levels of the Department ,plan and assign work assignments, gives training for
newly recruited employees, audits and inspects housekeeping personal work assignment and
requisition supplies. Take care of the budget and budget controlling for the department.
DUTIES & RESPONSIBILITIES
Budgeting & Planning

a) Prepare the annual Housekeeping budget and submit it for approval of the General
Manager.
b) Prepare annual recommendations on FF&E requirements and submit these to the General
Manager for approval.
c) Supervises all housekeeping employees, hires new employees as needed, discharges
employees when necessary and takes disciplinary actions when policies are not followed.
Evaluates employees in order to upgrade them when openings arise.
d) Plans the work for the housekeeping department and distributes assignments accordingly.
Assigns regular duties and special duties for housekeeping staff. Schedules employees and
assigns extra days off according to occupancy forecast . Maintains a time log book of all
employees within the department.
e) Recruit and train new employees. Assigns new employees to work with experienced help.
Checks on the work of these employees occasionally and observes the report made by the
supervisors.
f) Maintains a lost-and-found department and is responsible for all lost-and-found items.
Determines the rightful owner and sends correspondences.
g) Maintains a lost-and-breakage department and proper recording
h) Ensure that the department’s operational budget is strictly adhered to and that all costs are
strictly controlled.
Responsibility & Authority:
PRIVATE PROPERTY

● Ensure that all employees report for duty punctually and wear the correct uniform and
name badge at all times.
● Responsible for cleanliness, orderliness and appearance of the entire Hotel and that rooms
are made as per company standard.
● Prepare Annual Housekeeping Budget and maintain par stock of guest supplies, cleaning
Supplies, linen and uniform.
● Organize inventories with Accounts and General Store for linen, uniform and fixed assets.
● Pay particular attention while organizing pest eradication activities.
● Develop and implement Housekeeping systems and procedures
● Prepare reports for management information.
● Plan, control and supervise Horticultural activities.
● Attending and resolving guest complaints.
● Organize on-the job training and evaluate its effectiveness.
● Recommend recruitment of new personnel.
Operations & Administration

● Coordinate and monitor all Housekeeping activities to ensure that the department
functions smoothly and efficiently.
● Daily briefing of Supervisors and Housekeeping team
● Coordinating the preventive maintenance schedule of rooms and public areas with the
maintenance department.
● Ensure that all employees understand and adhere to the Hotel’s policies relating to fire,
hygiene, health, and safety
● Daily inspection of Rooms ,Public Area and employees locker rooms and Inspect quota of
rooms daily as well as the VIP rooms.
● Immediately attending to guest requests.
a) Review and re-evaluate all Housekeeping equipment and supplies periodically and make
recommendations on purchases.
b) Ensure maximum employee productivity and efficiency through careful monitoring and
supervision of the execution of tasks.
c) Perform other related duties and special projects as required by the General Manager both
within and outside the Hotel.
PRIVATE PROPERTY

1. Human Resources
a) Select and hire Housekeeping staff according to the standards established by the Hotel.
b) Conduct regular staff evaluation and provide guidance to staff for their professional
development and preparation for advancement opportunities.
c) Establish and implement training programs for all Housekeeping staff.
d) Build an efficient team of employees by taking an active interest in their welfare, safety and
development.
e) Ensure that all employees understand and adhere to the Hotel’s Employee Rules and
Regulations.
f) Ensure that all staff are treated equally and fairly.
2. Communications
a) Cooperate and communicate closely with all departments in order to maintain professional
daily operations.
b) Attend or conduct daily briefings, meetings, departmental meetings or any other meetings
as may be required.
c) Maintain contact with trade associations, professional organizations, and other
Housekeeping groups.
d) Maintain an “open door” communication policy for all Housekeeping staff.
● This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts
or working conditions associated with the position. It is intended to provide a description of
the principal elements essential for the performance of the job. All job descriptions are
subject to change.
Subject: JD -Assistant Executive Housekeeper No: 002-HSKP-JD-V003-01-01-2022
PRIVATE PROPERTY

MAIN ROLES
Oversees the general operation, cleanliness, and maintenance of all areas of the Housekeeping
Department. Works under the supervision of the Housekeeper, assists her/him with all duties, and
substitutes for the Executive Housekeeper during the Executive Housekeeper’s absence.

● Prepares shift reports for the Executive Housekeeper.
● Substitutes for either Housekeeper or Floor Supervisor when required.
● Assists with organizing and scheduling Department employees and tasks to maximize
● e efficiency.
● Assists Supervisors to resolve problems if necessary.
● Trains, evaluates, and motivates staff.
● Ensures that the highest standard of cleanliness is maintained in all areas of the department
● Ensures that employees comply with the department's policies and procedures.
● Ensures that the company's rules and regulations are being followed.
● Keeps stock records and forms, and ensures sufficient stock of cleaning supplies and guest
supplies are available.
● Continuously conducts on-the-job training for all Housekeeping employees.
● Prepares stock inventories whenever required.
● Maintains effective working relationships with other departments, especially FO and ENG.
● Handles guest complaints, and missing or damaged items.
● Assists pantry employees with preparations if required.
● Keeps the station clean, tidy, and organized. Removes all food from the station at the end of a
shift and checks that prepared food is properly covered and stored.
● Strives to expand his/her knowledge and to share knowledge with others.
● Observes sanitary and safety measures.
● Follows Management policies, rules and regulations.
● Follows security/fire regulations.
Replacement and Temporary Mission
To be ready and responsible when assigned, to perform any other duties as required from time to
time by the Management of the hotel.
● This job description is not intended to be an exhaustive list of all responsibilities, skill, effort
PRIVATE PROPERTY

subject to change.
PRIVATE PROPERTY

1. Human Resources
a) Select and hire Housekeeping staff according to the standards established by the Hotel.
b) Conduct regular staff evaluation and provide guidance to staff for their professional
development and preparation for advancement opportunities.
c) Establish and implement training programs for all Housekeeping staff.
d) Build an efficient team of employees by taking an active interest in their welfare, safety and
development.
e) Ensure that all employees understand and adhere to the Hotel’s Employee Rules and
Regulations.
f) Ensure that all staff are treated equally and fairly.
2. Communications
a) Cooperate and communicate closely with all departments in order to maintain professional
daily operations.
b) Attend or conduct daily briefings, meetings, departmental meetings or any other meetings
as may be required.
c) Maintain contact with trade associations, professional organizations, and other
Housekeeping groups.
d) Maintain an “open door” communication policy for all Housekeeping staff.
subject to change.
Subject: JD -Housekeeping Supervisor No: 003-HSKP-JD-V003-01-01-2022
MAIN ROLES
PRIVATE PROPERTY

● To offer assistance Supervise the Housekeeping operations ensuring that the hotel
standards and procedures are fully known and followed and supervise that all designated
rooms are prepared as per standards and according to guest requests and needs
● Ensure a close coordination with the Front Office, Engineering, Food and Beverage ,Security
regarding usual and unusual guest requests
● Prepare and control inventories for operating Supplies, equipment, linen and mini bar to
control and maintain suitable par stock level and ensure all linen, uniform and mini bar
management and handling procedures are respected, recorded as schedule
● Ensure the strict control of room keys and section keys and a proper coverage, supervision
of the Housekeeping sections at all times and implement and follow up daily checklists
● To make regular room and public area inspections, follow up on the Out of Order and Out
of service rooms, be aware of all VIPs visiting or staying in the hotel and personally inspect
VIP rooms as well as supervise the Pest Control service as per established areas and
schedules.
● Follow up appropriate stock levels for the smooth run of the designated Housekeeping
operations and to initiate requisitions accordingly.

● To act as a representative of the Management when dealing with guest complaints or if an
Housekeeping attendant is facing difficulties that she/ he cannot solve on her/ his own.
Flexible and extended job duties to carry out any other reasonable duties and
responsibilities within the job capability as assigned.
● Rotates Housekeeping attendant ors to different job whenever he/she considers it

appropriate To ensure the strict control of room keys and section keys and keep all keys
signed out and in a secure manner and return them at the end of the shift to the
Housekeeping Office.
PRIVATE PROPERTY

● To respect Lost and Found procedures.
● Supervise that all designated public areas are cleaned and maintained as per established
standards, set-ups and schedules and offer assistance at any time in the operations and to
monitor, highlight and suggest improvements
● Make daily room and public area inspections as per designated sections and to report any
deviation from standard set-ups and maintenance. To follow up on the out of service
rooms. And ensure proper linen supply for the designated floors
● Guarantees that rooms are cleaned and services provided to the highest standards.
● To have a complete knowledge of chemical products and their proper and economical use.
● Schedules routine inspections by Housekeeping Supervisor , of all housekeeping areas

including occupied and unoccupied rooms
● To follow up daily checklists.

●
● To attend a daily lineup briefing with the Housekeeping and Laundry team to recapitulate
tasks and activity.
● Maintain knowledge of special programs and events in the hotel in order to recognize and
respond to guests needs and implement procedures which enhance the guest experience
● To be aware of all VIPs visiting or staying in the hotel.

● To call the Executive Housekeeper or Assistant for advice in serious cases or if an approval is
required.
● Controls and monitors departmental costs on an ongoing basis to ensure performance
against budget
● Analyses guest comment and implements any necessary corrective action
● Be familiar with property safety, first aid and fire and emergency procedures and operate
equipment safely and sensibly
subject to change.
PRIVATE PROPERTY

Subject: JD -Room Attendant No: 004-HSKP-JD-V003-01-01-2022
MAIN ROLES
Cleans and maintains all assigned guestrooms and areas, and provides personal service to guests.
SKILLS REQUIRED
● Ability to use cleaning equipment, material and supplies and the use of the chemicals
● Knows how the cleaning room procedure and make up a bed proplerly
● Personal hygiene and appereance
● DUTIES & RESPONSIBILITIES
● Responsible for the cleanliness and maintenance of all assigned rooms and areas.
● Receives room keys and instructions from Supervisor before starting work and returns the keys
after the shift ends.
● In the morning, checks occupancy of rooms in his section and reports to the Supervisor.
● Receives equipment, cleaning supplies and linen from the Floor Supervisor.
● Checks guest supplies and condition of the rooms.
● Reports any missing or damaged items found in the rooms or assigned areas directly to the
Supervisor.
● Prepares the Room Boy cart with supplies before cleaning and making rooms up daily.
● Reports and turns over lost and found articles to the Supervisor.
● Cleans and makes up room according to instructions and set standards, with particular attention
paid to:
● Making up bed - change bed sheets and pillowcases and if necessary also change blanket
and bed cover.
● Clean floor with carpet sweeper or vacuum.
● Dusting and cleaning ashtrays and wastebaskets.
● Change towels and replenish supplies such as matches, stationary, facial tissue, toilet paper,
and soap.
● Clean closet doors, walls, ceiling, air conditioner grill, mirrors, windows, shelving, and
PRIVATE PROPERTY

papers.
● Clean bathroom: wall, bathtub, washbasin, mirrors, counter, urinals, toilet bowls, and floor.
● Change towels and replenish soap.
● Check with Supervisor to see if there are any special requirements.
● Pay special attention to VIP rooms.
● Polish guest's shoes when requested.
● Prepare an extra bed and attend to special requests from guests such as extra towels, soap,
matches, etc.
● Maintains cleanliness in guest and service areas.
● Reports on the presence of any suspicious person in the hotel to the Supervisor.
● Completes Room Boy assignment report daily and reports on supplies and linen consumption.
● Ensures the weekly schedule for special cleaning work is correctly carried out.
● Reports on any problems or requirements for guestroom or other areas to the Supervisor who
passes the information on to the next shift.
subject to change.
Subject: JD -Housekeeping Order taker No: 005-HSKP-JD-V003-01-01-2022
MAIN ROLES
Daily collection and delivery of guest requests. Keeping record of orders, and ensuring that guests
receive requested services.
● Is fluent in the local language and in English.

● Receives the order of service from the guest, records and repeats the guest order.
PRIVATE PROPERTY

● Is pleasant and polite on the telephone at all times.
● Calls the guest to keep him informed of the progress in providing service if so requested, or
if there are any delays.
● Records any information from the Room Boy or Supervisor of problems in the rooms. If
necessary, call Engineering to request for the repair.
● Operates computer systems efficiently.
● Checks that the Daily Room Boy and Maid assignments are completed.
● Reports guest comments to the Supervisor immediately.
● Records and holds lost and -found valuables.
● Informs the Supervisor of expected VIP guest arrivals.
● Performs other duties as may be required by Management.
subject to change.
Subject: JD -Housekeeping Public Area No: 006-HSKP-JD-V003-01-01-2022
● MAIN ROLE
To coordinate and manage the activities of the Public Areas of the property. He is responsible
for maintaining cleanliness in all public areas and to ensure this by closely supervising the staff
and giving adequate training to them.
● DUTIES & RESPONSIBILITIES
PRIVATE PROPERTY

1. Conducts regular floor inspections to ensure the cleanliness meets the hotel's standards.
2. Coordinates with the Floor Housekeeper for the maintenance of equipment used for the
guestrooms.
3. Prepares the staff's work schedule.
4. Controls par stock levels for public area requirements.
5. Periodically checks and controls the punctuality of all public area staff.
6. Coordinates with other Departments for special cleaning and other requirements to maintain all
public areas.
subject to change
Subject: JD Public Area Supervisor No: 007-HSKP-JD-V003-01-01-2022
MAIN ROLE
To control the public area staff supervised and to monitor the cleanliness and efficiency of all
public areas.
● To be a good role model for all public area staff.

● To instruct and train the staff on the proper use of any equipment to maintain the
cleanliness of all public areas in the hotel.
● Gives daily assignment to the public area staff especially at times of special occasions or
PRIVATE PROPERTY

activities in the property.
● Controls staff punctuality and keeps the proper employee records.
● Checks machines and equipment used to ensure that they are always in proper working
condition.
● Coordinates closely with the gardener in maintaining the property's garden and landscape.
● Assists the Public Area Housekeeper in preparing the required reports and inventories of
equipment and cleaning supplies to ensure proper stock levels are maintained.
● Coordinates with other Departments, especially for special events and other requirements.
The working conditions associated with the position. It is intended to provide a description of
the principal elements essential for the performance of the job. All job descriptions are subject
to change.
Subject: JD Public Area Morning No: 008 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Assigned morning duties in maintaining the cleanliness of public areas.
● Follow procedures in cleaning the public areas from the upper floors to the lower floors or as
may be assigned by the supervisor.
● Cleans all standing ashtrays in front of the guest elevator and the service elevator and stamps
them with the property's stamp.
● Assists the room butler or attendant for checking the linen stock on the linen closet in the linen
pantries on each floor and keeps these areas clean at all times.
● Pick up debris from corridors and public areas.
● Clean all vending machines in the vending areas and shopping arcades (if any).
● Dust and wipes down all fire doors, alarms and extinguishers in the whole property.
● Cleans stairs on the floor stair area assigned to him.
● Check the room butler's/attendant's carts and empty all soiled linen, trash and vacuum cleaner
bags.
● Collect all soiled linen from the room butler / attendant and put into the laundry bushel trolleys
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and send them to the laundry for washing.
● Vacuum guest room corridors and pay special attention to corners.
● Report any problems found to the supervisor.
● Before the last hour of work, rechecks and picks up any new debris and clean ashtrays.
● Returns all keys related to the job and performs other tasks that may be assigned.
This job description is not intended to be an exhaustive list of all responsibilities, skill, effort or
working conditions associated with the position. It is intended to provide a description of the
principal elements essential for the performance of the job. All job descriptions are subject to
change.
Subject: JD Public Evening No: 009 -HSKP-JD-V003-01-01-2022
MAIN ROLE
To maintain the cleanliness of all public areas, guestroom floors and back of the house areas that
may be assigned to him.
● Pick up keys and request for supplies needed.

●
● Check the cleanliness of guest room floors, public areas and back of the house areas
assigned to him.
●
● Clean up all standing ashtrays along the assigned areas and stamp with the property logo.
●
● Recheck the guest room floors for any dirty dishes on the corridors, room service clear up,
dirty ashtrays, soiled linens and trash in the closets of the floor.
●
● Coordinates and assists the Floor Supervisor to pile the guest supplies on the butler /
attendant carts for the next day's duties.
●
PRIVATE PROPERTY

● Performs other duties that may be assigned by the supervisor.
This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts or
change.
Subject: JD Laundry Supervisor No: 010 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Instructs and trains employees, directs and maintains workflow, checks quality and quantity of
output, monitors the care of equipment and the work area, and ensures products and supplies are
used economically.
● Directs and supervises the teams of employees in the washing, drying, and processing of linen.
● Maintains discipline and trains new employees.
● Reports on necessary machine repairs, supplies used or required to ensure sufficient supplies
are available to process linen effectively.
● Records the amount of available supplies, and the use and ordering of supplies.
● Ensures washing supplies are used in the correct machine and sequence.
● Determines the washer cycle times and coordinates the loading and unloading of laundry to
maximize the use of the machines and increase the efficiency of the staff.
● Plans and implements production schedules.
● Supervises and coordinates employee's’ activities.
PRIVATE PROPERTY

● Ensures that problem, item, and damage identification processes are correctly completed.
Reports defects and production quality to the Executive Housekeeper.
● Meets regularly with the Executive Housekeeper to determine ways in which production,
processes and cost control systems may be improved.
This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts or
change.
Subject: Valet Attendant No: 011 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Responsible for collecting and delivering items requiring valet service.
● Collects from the guest room all laundry and valet items identified by the order taker.
● Must be able to describe laundry and valet services to the guests.
● Must be able to classify items collected according to the service requested (i.e. Express
service, regular laundry, dry cleaning, etc.)
● Must check and pack the guest items before delivery.
● Must ensure that all deliveries are made promptly and correctly.
● Must report all guest comments to the supervisor immediately.
● Must be fluent in both the local language and English.
● Must comply with all house rules and regulations.
● Must perform other tasks and duties as may be required by Management.
PRIVATE PROPERTY

change.
MAIN ROLE
Providing clean and well-laundered guest items and staff uniforms and assisting in whatever
way required in the laundry.
● Processes and issues linen according to procedures.

● Check that linen is collected before the washing process begins.
● Issues back linen and accounting for all items.
● Answer the telephone promptly and courteously.
● Issues all staff uniforms and records newly issued uniforms. Uniforms sent for laundry must
● be recorded accurately in the correct book.
● Ensures staff uniforms are maintained according to standards, and that loses and pilfering
● are reported to the Executive Housekeeper.
● Complies with the Department’s and the Hotel’s rules and regulations.
● Completes uniform and linen inventory.
● Completes the weekly bed, linen and staff uniform report.
● Performs other tasks and duties required by Management.
PRIVATE PROPERTY

change.
MAIN ROLE
Checks and counts guest laundry and marks and sorts pieces according to the type of clothing
and material.

● Marks all guest laundry and house laundry work.
● Counts and checks all laundry bundles and reports shortages, if any.
● Reports unusual discoloration or stains.
● Make sure all items are fixed - no tears, buttons missing - before washing.
● Make sure all marks on pieces are visible and easy to check.
● Check the type of material and color so as to separate them for washing.
● Keeps a record of the daily number of each type washed.
● Checks the condition of all incoming laundry pieces plus the date for return.
● Follows every request made by the guest regarding his or her laundry.
● After marking and sorting is finished, the valet packs the clean laundry in the assembly area.
● Cleans the working area at the end of the day.
● Attends all briefings done by the Laundry Supervisor or Executive Housekeeper.
● Performs other duties that may be assigned from time to time.
change.
PRIVATE PROPERTY

Subject:Laundry Dry cleaner No: 014 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Spots and dry cleans all garments using the proper methods and procedures
● Removes all stains or spots from pieces in the spotting process.

● Loads and unloads the dry cleaning unit.
● Filters the solvent as often as necessary
● Classifies pieces according to color and amount of soil.
● Checks for tears and missing buttons before washing.
● Cleans filters.
● Reports any malfunction of the equipment and sees to it that this is thoroughly cleaned after
the day's work.
● Responsible for the dry cleaning of an established number of loads per hour.
● Check the amount of stock daily to ensure there is enough solvent at all times. Informs the
Laundry supervisor when stocks are running low so the proper requisition may be prepared and
stocks replenished.
● Checks that the solvent level used are within the level suggested by the machine manufacturer.
● Sets the timer for the proper cycle on the washer and tumbler of the dry cleaning unit.
● Cleans all machines at the end of the work day.
● Attends meetings and performs work that may be assigned to him by the Supervisor
change.
PRIVATE PROPERTY

Subject:Washer No: 015 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Washes all soiled linens, garments and any other articles using the proper procedures.
● Washes all soiled linen, garment and any other articles.

● Ensures that no damage will come to them as well as ensuring that there will not be any
overload in the washing machine's capacity.
● Follows the washing formula set by the Laundry Supervisor.
● Responsible for the washing and rinsing or extraction of an established number of loads per
hour.
● Reports any malfunction of any equipment and sees to it that all equipment used is
thoroughly cleaned after the day's work.
● Checks daily to ensure all materials and supplies needed are of adequate supply and report
to the Supervisor when supplies run low so that the proper requisitions may be made and
stocks replenished.
● Adjusts water and steam valves in accordance with pre-set washing formulas.
● Loads all items into the washing machine, closes the door properly when in use and opens
only when the operations are completed.
● Helps if possible to unload the machine after the washing cycle is over.
● Attends and meetings and performs any work that may be assigned from time to time.
change.
PRIVATE PROPERTY

Subject:Presser No: 016 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Presses all wearing apparel of either the guests or employees using the proper methods and
procedures.
● Presses all wearing apparel.

● Shake out garments to be pressed.
● Re-wets badly wrinkled parts of the garment. This happens when there are too long
waiting periods between the extracting operations and the final press.
● Operates the machine properly as specified by the equipment manufacturer.
● Opens the press and arranges the articles being pressed to ensure that all parts are
properly pressed.
● Repeat the operation until the entire article is properly done.
● Hangs garments on a rack beside the pressing machine.
● Separate the finished items from the ones requiring touch-ups.
● Report any malfunctioning of equipment and see to it that the equipment is properly
cleaned at the end of the work day.
● Attends meetings and performs work that may be assigned from time to time.
change.
PRIVATE PROPERTY

Subject:Flat Work Ironer No: 017 -HSKP-JD-V003-01-01-2022
MAIN ROLE
Feeds damp clean flatwork pieces to the ironing machine and folds the pieces using the proper
standards and procedures
● Feeds damp, clean, flatwork pieces to the ironing machine.

● Guides pieces into feed ribbons, straightens edges and smooth wrinkles as it is drawn into the
machine and folds all pieces as they come out of the machine.
● Moisten pieces if they need re-ironing.
● Checks for damaged or stained pieces when feeding.
● Starts the machine at the beginning of the shift and stops it at the end of the shift.
● Check roll covers before opening the flatwork ironer and ensure that aprons of flatwork ironer
are adjusted.
● Puts wax over the steam chest of the machine. Before starting the operation in the morning,
cleans the steam chest of the machine with the wax product.
● Receives and lays on the table according to size of pieces (e.g. napkins, hand towels, place
mats).
● Checks that no rolling occurs.
● Reports any malfunction in the equipment and sees to it that it is thoroughly cleaned at the end
of the day.
● Attends all meetings and performs other work that may be assigned from time to time.
PRIVATE PROPERTY

change.
PRIVATE PROPERTY


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1

ARCHIPELAGO INTERNATIONAL INDONESIA

Archipelago International Indonesia,

UPDATING THE MANUAL

Information contained in the manual should be updated at least once a year.

Manuals are updated using the following procedures:

Contains private and/or proprietary information

DATE DIVISION HEAD GM

Contains private and/or proprietary information

Objectives of the Manual & Updating the Manual

004-HSKP-PP-V003-1-1-2022 Setting Goals 14

020-HSKP-PP-V003-1-1-2022 Staff Attendance 36

Contains private and/or proprietary information

033-HSKP-PP-V003-1-1-2022 Quality Control 56

SERVICING GUEST ROOMS

041-HSKP-PP-V003-1-1-2022 Guest Room Cleaning sequence - 6 Basic steps 68

Contains private and/or proprietary information

SERVICING PUBLIC AREAS

Contains private and/or proprietary information

103-HSKP-PP-V003-1-1-2022 Daily corridors cleaning and guest lift 101

118-HSKP-PP-V003-1-1-2022 Control of Uniform

123-HSKP-PP-V003-1-1-2022 List Of Equipment Housekeeping 116

Contains private and/or proprietary information

127-HSKP-PP-V003-1-1-2022 Linen control 121

LOST & FOUND (L & F) PROCEDURES

094 -HSKP-PP-V003-1-1-2022 Lost and Found Procedure 130

Contains private and/or proprietary information

PREVENTIVE MAINTENANCE / ASSET MANAGEMENT PROGRAM - (Housekeeping/Engineerin

001-HSKP-JD-V003-1-1-20222 Executive Housekeeper 150

003-HSKP-JD-V003-1-1-20222 Floor Housekeeper / Supervisor 153

006-HSKP-JD-V003-1-1-20222 Housekeeping Public Area 161

Contains private and/or proprietary information

010-HSKP-JD-V003-1-1-2022 Laundry Supervisor 169

The Housekeeping commitment is to exceed the customers expectations through :

The Mission of Housekeeping :

Contains private and/or proprietary information

The functions of the Housekeeping Department

The important of standards

The Performance Standards ( evry task carries its own standard )

Contains private and/or proprietary information

Subject: DOCUMENT MATRIX No: 001 - HKPP-V003-1-1-2022

EffEctive Date: January 2022 Supersedes: Total Page(s): 1

Contains private and/or proprietary information

Subject: P & P - Mandatory Service No: 002 - HKPP-V003-1-1-2022

Effective Date: January 2022 Supersedes: Total Page(s): 1

Contains private and/or proprietary information

Effective Date: January 2022 Supersedes: Total Page(s): 1

Contains private and/or proprietary information

HOUSEKEEPING GOLDEN RULES - ROOMS

Contains private and/or proprietary information

Contains private and/or proprietary information

Contains private and/or proprietary information

22. Follow the brand hotel guidelines such as:

26. All vacant dirty rooms must be cleared by 3 pm.

Contains private and/or proprietary information

HOUSEKEEPING GOLDEN RULES - PUBLIC AREA V011 01-01-2022

Contains private and/or proprietary information

Contains private and/or proprietary information

HOUSEKEEPING GOLDEN RULES - LANDRY VALET V011 01-01-2022

Contains private and/or proprietary information

Contains private and/or proprietary information

HOUSEKEEPING GOLDEN RULES - LINEN AND UNIFORM V011 01-01-2022

Contains private and/or proprietary information