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:
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All occupied rooms are serviced twice daily and as and when requested by the guest.
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Enter the room according to the procedure of entry to guestrooms.
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Clear the garbage according to the procedure of removal of garbage from dustbins.
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Collect the soiled linen and throw in the linen bag.
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Make the bed, follow the bed making procedure.
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Perform dusting of the room.
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Vacuuming of carpet and the upholstery maintenance.
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Clean Bathroom.
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All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)
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After servicing the room following facilities function to be checked.
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Television
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All Telephones
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All Bulbs.
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Any in room Entertainment system.
Servicing of vacant room:
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Room has to be spic and span at every given time.
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Knock the door.
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Switch on all lights.
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Open heavy and sheer curtains.
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Remove turn down service.
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Put bed cover.
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Do the dusting.
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Replenish water and ice.
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Mop bathroom flooring with disinfectant.
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Vacuum the carpet if necessary.
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Close sheer curtain.
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Heavy curtain should be half closed.
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Put of all the lights.
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Give final looks and shut the door.
Servicing of vacant dirty room:
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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.
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Knock and enter the room.
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All drawers and cupboards are checked for any lost and found of guest.
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All dustbins are cleared of garbage.
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Soiled linen to be removed.
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Bed is made according to procedure for bed making.
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Dusting of room is done.
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Vacuum upholstery and carpet.
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All glassware and Ashtrays have to be cleaned.
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All guest amenities in room have to be replenished.
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Bathroom is cleaned according to procedure.
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Replenished amenities in the bathroom.
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All items used by the previous guest are changed with fresh ones.
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All maintenance work are noted and given to the Engineering department.
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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?