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.
All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)
After servicing the room following facilities function to be checked.
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?