SOP – Housekeeping – Servicing of guest rooms

SOP Number: HK - 02 ( SOP serial number and department code )

Department: Housekeeping – Guest Room Maintaining

Date Issued: DATE THE DOCUMENT WAS CREATED

Time to Train: 45 Minutes

Servicing of Occupied Rooms:

• All occupied rooms are serviced twice daily and as and when requested by the guest.

• Enter the room according to the procedure of entry to guestrooms.

• Clear the garbage according to the procedure of removal of garbage from dustbins.

• Collect the soiled linen and throw in the linen bag.

• Make the bed, follow the bed making procedure.

• Perform dusting of the room.

• Vacuuming of carpet and the upholstery maintenance.

• Clean Bathroom.

• All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)

• After servicing the room following facilities function to be checked.

• Television

• All Telephones

• All Bulbs.

• Any in room Entertainment system.

Servicing of vacant room:

• Room has to be spic and span at every given time.

• Knock the door.

• Switch on all lights.

• Open heavy and sheer curtains.

• Remove turn down service.

• Put bed cover.

• Do the dusting.

• Replenish water and ice.

• Mop bathroom flooring with disinfectant.

• Vacuum the carpet if necessary.

• Close sheer curtain.

• Heavy curtain should be half closed.

• Put of all the lights.

• Give final looks and shut the door.

Servicing of vacant dirty room:

• Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. Left guest items to be deposited at Housekeeping control Desk.

• Knock and enter the room.

• All drawers and cupboards are checked for any lost and found of guest.

• All dustbins are cleared of garbage.

• Soiled linen to be removed.

• Bed is made according to procedure for bed making.

• Dusting of room is done.

• Vacuum upholstery and carpet.

• All glassware and Ashtrays have to be cleaned.

• All guest amenities in room have to be replenished.

• Bathroom is cleaned according to procedure.

• Replenished  amenities in the bathroom.

• All items used by the previous guest are changed with fresh ones.

• All maintenance work are noted and given to the Engineering department.

• Inform room status to the Housekeeping control desk.

Training Summary questions:

Q1. What is the difference in servicing occupied, Dirty and a vacant departure room?

Q2. Points while servicing a occupied room?    

Q3. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’?

Q4. What all to be check after servicing the room?

Q5. Whom to be reported in case you find any issues with TV / Bulbs etc?