STANDARD OPERATING PROCEDURES

No: /SOP/FB/2010

Policy On : Room/Villa cleanliness Procedures

Department :
Housekeeping

Date of Implemented: 16th July 2010

Date of Issued : 1st June 2010

J

Objective: To make standard for all butler or housekeeping staff to doing cleanliness in the
guest room/villa.

Procedures:

1. Follow up the time of making bad and turn down service procedures.
2. Please check the information about room status and note detail before doing the making
bad and turn down service.
3. Doing first cleanliness to room with EA status ( exceptive arrival status ) after that continue
to the other room or villa
4. Make sure the guest or our customer room/villa is ready to clean or the guest is having
breakfast or not in their room.
5. If our guest in their room please press the room bell and excused in polite language,
example: “good morning Mr/Mrs/Mss....... room attendant please “ and tell the guest “
may i clean your room please “( always use the guest name if you want to ask or
make conversation with our guest )
6. Clean all the room/villa area start from guest bad room, bath room, toilet, living room,
kitchen area and the last is garden area or pool area. Make sure everything is clean like our
standard of cleanliness.
7. Check and completely the room/villa supplies, amenities and facilities like in our room/villa
check list or our room standard.
8. Make sure everything is clean and complete.
9. If the duties is finish excused to the guest and say thank you for the time, please always
use guest name, example : “excused Mr/Mrs/Mss..... your room/villa is clean and
complete already and thank you very much for your time”.
10. Please make the room/villa report if anything in the room/villa need to maintained and
complete the room/villa check list report.
11. Report to the manager in charge if you find some problem in room/villa need to decide
immediately.

Prepared By Approved By Acknowledged By

I Nyoman Kariana
Villa Manager

FOR INTERNAL USE ONLY

 STANDARD OPERATING PROCEDURES
No: /SOP/FB/2010

Policy On : Making Bad Procedure

Department : Housekeeping

Date of Implemented: 16th July 2010

Date of Issued : 1st June 2010

J

Objective : To make sure all butler or housekeeping staff doing the making bad procedure
with our villa standard.

Procedures :
1. Make sure the bad room is clean condition before doing making bad
2. Take out the dirty sheet and put in the linen bag, and change with the new
one if necessary.
3. To making bad use three sheet standard there are :
 First sheet to cover the bad and fellow.
 Second sheet for under the blanket.
 Third is blanket on the second sheet.
 The four thinks is the last sheet to cover the blanket.
 Fold the second sheet, blanket and third sheet neatly.
 For the last put our bad cover neatly.
 Doing our making bad standard our style.
4. Make sure everything is nice, clean and neatly, after check everything is done,
please put our standard decoration flower on the bad to make beautiful
atmosphere of room/villa.
5. Check all the Villa or room amenities, supplies and cleanliness make sure all is
complete and clean or like the room/villa standard.
6. Fill and check the villa/room check list form make sure all in the check list for is
done and completely.
7. If you find any accidence and damage thing in room/villa please immediately
report to supervisor or manager in charge to take the solution or resolves the
problem as soon as possible.
8. Please inform the room status if you find any changes in the room/villa to front
office like a out of order, vacant clean/dirty, please making good coordination
with them.
9. Always lock the door after finish do it the job ( if the guest didn’t in the room )
10. Please always make the report every done to do it the job or duties .

Prepared By Approved By Acknowledged By

I Nyoman Kariana
Villa Manager

FOR INTERNAL USE ONLY

 STANDARD OPERATING PROCEDURES
No: /SOP/FB/2010

Policy On : Turn Down Service Procedure

Department : Housekeeping

Date of Implemented: 16th July 2010

Date of Issued : 1st June 2010

J

Objective: Standard turn down service for all staff, make sure all is follow our standard
operational procedure.

Procedures :
1. Prepare room/villa supplies and amenities for turn down service.
2. In front of guest room/villa, press the bell or if the room or villa didn’t have
belled please tap the door 3 times and saying “excused me good evening
room/villa attendant please “. If 3 times already and the guest didn’t open
the door please checks to front office for know the information guest still
inside or going to outside.
3. If the guest is going to outside, open the door with our master key, and do it
the turn down service procedure, open the blanket and put the fellow neatly
and put some prangifani flower on the fellow and side bad room table. To
make good smile in the evening.
4. Check and completely the room/villa supplies and amenities.
5. Closed the night curtain and glass curtain, spray if any mosquito or other
insect in the room/villa.
6. Checks again around the room/villa make sure everything is complete and
done same like turn down check list form.
7. If the guest still inside and doing rest/sleep, please don’t disturb, just check
the other side and complete all amenities and room/villa supplies can we do
it.
8. If the guest just relax near the pool or in living room, tell the guest we want
to doing turn down service procedure to prepare the guest/villa room for the
evening and complete all amenities and supplies or what the guest want
and needed.
9. Fill the turn down service form completely to make the report to manager in
charge.
10. If you find any problem and you can’t to resolve the problem please
immediately report to your supervisor or manager in charge
11. Double check all the things by turn down service check list and make sure
everything is like our standard and complete.
12. If you are finish already please inform to the guest and saying thank for the
time, example : Excuse me Mr. John and Mrs. Lionela your room is
already finish for turn down service, if you all need anything please
don’t be hesitate to contact us on station housekeeping as soon as
possible, thank you very much for your time and good night. ( if the
guest in side the room or Villa)
13. Please doing the turn down service between 5 pm until 9 pm, just before the
guest or client return for the night.

FOR INTERNAL USE ONLY

 STANDARD OPERATING PROCEDURES
No: /SOP/FB/2010

Policy On : Turn Down Service Procedure

Department : Housekeeping

Date of Implemented: 16th July 2010

Date of Issued : 1st June 2010

J

14. If guest didn’t in the room/villa please always lock the door after finish
doing the turn down service.
15. Please fill and check the turn down check list form and make the report
every done to do it the job.

Prepared By Approved By Acknowledged By

I Nyoman Kariana
Villa Manager

FOR INTERNAL USE ONLY