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Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-Index

Hotels & Resorts Housekeeping SOP Index Code

Topic

Daily Services 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

CO-HK-SOP-001 CO-HK-SOP-002 CO-HK-SOP-003 CO-HK-SOP-004 CO-HK-SOP-005 CO-HK-SOP-006 CO-HK-SOP-006.2 CO-HK-SOP-007 CO-HK-SOP-008 CO-HK-SOP-009 CO-HK-SOP-010 CO-HK-SOP-011 CO-HK-SOP-012 CO-HK-SOP-013 CO-HK-SOP-014 CO-HK-SOP-015 CO-HK-SOP-016 CO-HK-SOP-017 CO-HK-SOP-018 CO-HK-SOP-019 CO-HK-SOP-020 CO-HK-SOP-021 CO-HK-SOP-022 CO-HK-SOP-023

Sequence of the Daily Room Cleaning Service Room Attendant/Room Maid Tasks and Responsibilities Key Control Procedure Work Assignment Sheets General Safety Tips How to enter a Guest Room Guest Room Service Standards/Requirements Cleaning and Dust Techniques Make up of a Guest Room DHR Guest Room Amenity Setup - Group Standard Restocking of Mini-Bar “Lost and Found” Closet/Pantry Supply Turndown Service Room Status Definitions Master Key Handout Procedures The Professional Maid - a HK Glossary The Professional Maid - Cleaning Techniques Supervisor - Bathroom Inspection Supervisor - Room Inspection Linen Control Procedure Public Area Cleaning Procedures Guest Complaint and Request Handling Telephone Handling

Housekeeping Department Reports 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35.

CO-HK-RP-001 DCO-HK-RP-002 CO-HK-RP-003 CO-HK-RP-004 CO-HK-RP-005 DCO-HK-RP-006 CO-HK-RP-007 CO-HK-RP-008 CO-HK-RP-009 CO-HK-RP-010 CO-HK-RP-011

Rooming List for Room Maids Room Status Check List (Floor Supervisor) Daily Mini-Bar Inventory Report - Store Requests Mini-Bar Price List - Sample ‘Lost & Found’ Tag Cleaning Schedule Public Areas (Public Cleaner) Daily Mini-Bar Sales Report (all Rooms) Room Maid Checklist Report - Room Status/Linen Guest Laundry Checklist (Floor Supervisor/Clerk) Room Status Report Sending & Returning of Laundry (Room Boy)

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-001

Sequence of the Daily Room Cleaning Service Objective This SOP is to ensure that the daily service has been done properly in accordance with the room attendant task list.

Procedures Example: • Check guest name (from worksheet assignment list) • Knock on the door • Get guest amenities for assigned rooms • Keep your cart and working areas organized • Prepare the guestroom for cleaning • Place caddy in bathroom • Begin to clean the bathroom • Clean the bathtub and shower area (remove shower head if possible and deep clean carefully) • Clean the toilet • Clean the sink and vanity • Clean bathroom floor • Finish cleaning the bathroom • Clean the guest room closet • Make the bed • Dust the guest room • Replenish amenities and supplies, towels and bathrobes • Strip-down bed, collect dirty linen and note down supplies needed to be replenished • Clean windows, line tracks and gaps • Cleaning of balcony equipment and floor (if applicable) • Check room for maintenance request; all TV channels, air-condition, all lights, hot and cold water and pressure, etc. • Collect rubbish • Check mini bar • Remove dirty linen replace with clean linen, supplies and mini bar items from the pantry • Clean closet and all furniture • Replenish mini bar • Quality check (arrangements, amenities) - use the standard check list only • Cleaning of floor • Close/Set curtain to standard • Update status on telephone • Exit room and secure door • Update the room as cleaned on the worksheet assignment list

Remark During service of a guest room 1. Fruit basket trays, room service items are to be removed to the HK pantry 2. Every maintenance order is written down for every room, and send to Engineering 3. Valuable items found in the room are recorded and informed to the Head of Department

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-002

Room Attendant/Room Maid Tasks and Responsibilities

Tasks • • • • • • • • • • • • •

Follow sign in/out procedures Follow key control procedures Follow the work assignment sheet General safety Enter the guest room Clean and dust the room Make up room Set up amenities Restock the mini bar and prepare a charge slip Report and submit “Lost and found” items Maintain linen Assist in turn down service Any other tasks assigned by the Executive Housekeeper or his/her Assistant

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-003

Key Control Procedure Objective This SOP is to ensure that all keys are requested and returned in the correct order with reference to the issuer.

Procedures 1. 2. 3. 4. 5.

A key for the assigned floor is issued from the Housekeeping Department. The key is signed out in the key log book. Name is signed next to the corresponding key number. Write in the time the key is issued. Key(s) must be kept on a key chain holder (key holder is with the respective person at all times), or on the housekeeping trolley. Return the key to where it was signed out. Sign in the sign-in section.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-004

Work Assignment Sheets Objective This SOP is to ensure that all assignments are completed in a legible manner.

Procedures 1. 2. 3. 4. 5. 6.

Pick up the work assignment sheet at the Housekeeping Office. The assignments will be written on the assignment sheets regarding the rooms to be done. Prioritize the completion of tasks with; the arrival rooms to be completed first, then unblocked vacant rooms, and check-out rooms last. Tick-off the rooms as they are completed. Return the completed assignment sheet to the Housekeeping Office at the end of the shift. All assignment tasks must be completed. If however the assignment sheet can be not completed within the given shift, the sheet is to be hand-over to the shift which is doing the turn down service.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-005

General Safety Points Objective Safety is of everyone’s concern. Below is a list of some procedures to increase the safety of all hotel Housekeeping associates: • • • • • • • • • • • • • • • • • • • • • • •

Care should be taken when working with chemicals. Use rubber or cloth gloves when handling cleaning solutions and when emptying trash. Keep traffic areas clean and free of obstructions, i.e.; tools, equipment and cords. Do not overload trucks or trolleys so that one can not see over the load. When moving tall trucks or tall pieces of furniture there should be at least two person involved. When transporting item such as mops from one place to another, hold the handle parallel to the body. Walk, never run. Put up notice signs before and while cleaning floors. Make sure that cleaning solutions are correctly identified and properly diluted. Follow label instructions; never mix chemicals. Chemical equipment is kept separately and locked. When hands are wet or when standing on the wet/damp floor; do not touch light switches or handle electrical appliances. When unplugging electrical equipment, do not pull the cord from a far distance, pull-out the plug from the socket. Never use equipment with defective electrical cords or plugs. If equipment is not functioning properly, have it repaired immediately. Long electrical cords from lamps or electrical fixtures should be wrapped and tied properly to prevent tripping. If ladders are used, make sure they are firmly placed. There may be local regulations, which may require one person holding the base of the ladder while the other is on it. Know the location of the First Aid Box and fire extinguishers. Never reach into wastebaskets with unprotected hands. Loose or broken faucets, handles, grab-bars, soap dishes, broken chairs, dressers or tables must immediately be reported to the Head of Department. Tools of all kinds are a tremendous help, however to fully benefit from them and avoid accidents, each and every tool must be used properly and safely. Unplug any unattended appliance(s) you may find. Be alert to things, which may cause accidents. Report them to the Housekeeping Office. Report any unusual electrical equipment the guest may have brought in to the room. Look before walking through doorways, around corners, out of elevators, out of rooms, etc.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-006

How to enter a Guest Room Objective This SOP shall ensure the correct procedure of how an employee can enter a guest room.

Procedure (Cleaning of a guest room) •

Always assume that someone is in the room and allow them the time to get to the door.

1.

Before entering the guestroom:

a) b) c)

Softly knock on the guest room door/ring the bell. Wait 10 seconds and knock/ring the bell again if there is no answer. Announce yourself with name and department; “Good morning/afternoon/evening, this is Khun Somchai from Housekeeping.”

2.

Wait for the guest to open the door.

3.

When the guest opens the door:

a) b)

Smile and greet the guest by name and with a “wai”. “Good morning/afternoon/evening Mr Brown.” The name is on the worksheet which will be kept with you for the information needed to service the guest. Names are used at all times: “Good morning Mr. Brown would you like to have your room cleaned now?”

4.

If the guest wants the room serviced at this time:

a) b)

Before entering a guest room, always ask for permission: “May I enter you room Mr. Brown?” go in quietly and begin. You shall make conversation with guest, but refrain from asking personal question. “How are you today, did you plan any sightseeing tours for today?”, “Did you ever visit our Spa before?”

5.

If the guest request that you return later:

a)

Ask at what time you should return. “What time would be convenient for you Mr Brown?” Thank the guest and leave quietly. “Thank you and have a beautiful morning/day/evening/night Mr Brown?” Note the return time requested. If the request is after 16:00, notify the Floor Supervisor or Executive Housekeeper that the room can be assigned to the afternoon shift.

b) c) d)

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-006

How to enter a Guest Room Procedure (Cleaning of a guest room) - Continued 6.

If the guest refuses the service:

a) b)

Offer fresh, clean towels and amenities and to empty the bin. “How about some fresh and clean towels Mr Brown?” Make a note on the worksheet.

7.

If the guest room has a “Do not disturb” sign or is double-locked.

a) b)

Slip a service card under the door at 16:00. If the guest does not call, or if it is after 16:00, notify the Housekeeping coordinator to call the guest to determine what time he/she would like the room cleaned. “Dear Mr Brown, I have noticed that your room has not been cleaned today, would you like to have your room cleaned now? What time would be convenient for you?” If there is no answer after 24 hours, please contact the Floor Supervisor or Executive Housekeeper to check by a follow-up call or in person.

c)

Other rules for entering of guest rooms 1. 2. 3. 4. 5. 6.

Associate is positioned in front of the guestroom door. Housekeeping cart is placed in front of the open door. Before the associate allows a guest to enter an open room, associates makes sure the guest has a valid key for the room. Guests with no or non-valid key are not allowed to enter the room. Guests requiring a room key are referred to the front desk and informed that this is a Dara Hotels & Resorts Security Procedure. Associates of the Housekeeping Department do not unlock guestroom doors for guests at any time.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-006.2

Guest Room Service Standards/Requirements Guest Room Service Standards/Requirements 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Housekeeping service is available 24 hours per day for special requests. This may not apply to certain Resort/Hotel and properties. Show rooms are available daily and set with flowers and fruit tray/basket. Every room receives at least one daily international newspaper. International electricity converters are available and delivered within 5 minutes of request. At least 10 pieces are available at the hotel/ resort. Baby cots are available. If baby cots are requested at the time of reservation, cots are placed in the guest's room prior to arrival. The following items are available upon request: Additional bath linen, additional bed linen, additional bath robes, a clothes brush, flower vase and additional hangers. The following items are available upon request: Tampons/ sanitary towels, a razor kit, tooth paste/tooth brush, iron and ironing board, additional slippers, high chair, umbrella, nail file, polish remover and laundry detergent (for hand washable clothes). Guest request items are delivered within 5 minutes of request received. Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by the guest). If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the Executive Housekeeper or Assistant (in person or by calling). If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note under the door) to contact HK in order to have the room cleaned. Guest receives information note between 16:00-18:00.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-007

Cleaning and Dust Techniques Objective This SOP ensures the correct “mechanical” technique and cleaning utensil is used for each individual item in a guest room.

Furniture 1. 2. 3. 4.

Wipe from the top to down. Do not clean furniture drawers that contain guest belongings. Wipe glass tops with a glass cleaner only. Impregnate with a special furniture balm/spray.

Pictures and Mirrors 1. 2.

Clean with glass cleaner. Glass must be free of streaks and smudges. Use newspapers if you have difficulties to dry-off streaks.

Lamps and Shades 1. 2. 3. 4. 5.

Clean the light bulbs carefully with dry cloth. Check that the bulbs are working and that all floor lamps have 3-way bulbs. Lamp shades will be free of dust and stains, with the seams facing the wall. Wipe the entire lamp base with a damp-wipe. Make sure that the cord lies neatly and is not frayed. Remark: Call Engineering to replace burned-out light bulbs in recessed lights, wall fixtures and bath sconces, issue maintenance requests accordingly.

Phones 1. 2. 3. 4. 5.

Disinfect with “disinfection” cleaner. Clean the ear and mouthpiece. Brush the grooves. Replace worn-out decals (decals: stickers indicating a certain service by pressing that button). Make sure the phones are in good working order.

Mattress 1. 2.

Dust-beat weekly. Send to the laundry/use special cleaning company once a year for deep-cleaning.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-SOP-007

Cleaning and Dust Techniques Closets 1. 2. 3.

Clean shelves with damp wipe. Clean rod, wooden hangers and louvered doors. Clean wooden valet, cloth brush and shoe horn. Clean turn down tray and place under the safe.

Sofas and rattan Chairs 1. 2. 3.

Brush rattan from top to down. Remove all cushions and pillows and clean underneath. Fluff cushions and rotate them into the right order.

Wooden Waste Basket 1. 2. 3.

Empty and damp-wipe inside-out. Replace square liners. Ensure that the wicker is in good condition and not frayed.

Plants 1. 2.

Damp-wipe leaves and plant-base. Notify Gardeners if plants need care or replacement.

Mini Bar 1. 2. 3. 4.

Damp-wipe counters and cabinets. On check-out, clean glass shelves and replace glassware. Clean door shelves, rubber and bottom of refrigerator. Double check all expiry dates of products according to check list and replace where appropriate.

Television 1. 2.

Clean with “all-purpose” cleaner. Check TV channels are matching with the Hotels TV guide.

Curtains 1. 2.

Dust-wipe curtains with a carpet beater. Send to laundry once a year for deep cleaning.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-008

Make up of a Guest Room Objective This SOP ensures the correct way of how a make up of a guest room has to be done effectively and efficiently.

Procedures 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Hang a notice sign on the door knob while the Room Attendant is cleaning the guestroom, or open the door with the cart placed in front of the room. Turn on the lights. Do not turn on he air-condition (Resorts) but double check air-condition of functionality after room cleaning. Carry the vacuum machine, supplies and cleaning basket into the guestroom and place the cleaning supplies in the bathroom area. Open the drapes and sheers. Make sure the room is well ventilated by opening windows, if applicable. Remove all room service items/fruit trays etc to the housekeeping pantries and call-in room service for cleaning of all pantries. Empty ashtray(s) from smoking rooms or balcony, spray with “all-purpose” cleaner, and wipe clean. Collect all trash and place in trash bag/trash can. Remove all dirty glasses from the room for cleaning. Replace with clean and polished glasses; check that coasters are in good condition (no ears, not worn-out). Remove soiled linen from the bathroom, strip bed(s) and place all dirty linen in the linen chute. Put blankets, pillows and bedspread on a chair dresser. NOT on the carpet or bathroom floor. Check cleanliness of the bed pad and the bed skirting, replace when needed. When removing soiled lined and trash from the guestroom, check for bed and bath linen needed to be replaced. Make one trip to the linen closet closest to you. Clean and soiled linen should NEVER be in the room at the same time. Call maintenance deficiencies to the Housekeeping Department for immediate action. Make up the bed. Go around the room in clockwise direction, dusting and cleaning of all furniture. Preventing an accumulation of dust makes cleaning easier. Inspect the undersides of desks, tables, and dust necessary. All collateral should be neatly arranged. The Guest Service directory must be free of stains. Double check always: • • • • • • • •

Entry doors Pictures Window sills Headboards Vents Clock (correct time) TV/CD/DVD stereo (off position) Furniture(free of stains and dust)

- Inside drawers - Mirrors - Under chair cushions - Lamps/shades - VCR clock (off position/ correct time) - Telephone (line # 1 on , where applicable)

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-008

Make up of a Guest Room

Procedures - Continued 15. 16. 17.

18.

19. 20. 21. 22. 23. 24. 25.

When cleaning light bulbs and shades, test all bulbs and replace if burnt-out. All lamp and telephone cords must be neatly coiled and tied up. Fruit amenity replenishment; the Room Attendant must remove any dirty plates, utensils and napkins, etc, and replenish with new ones. For check-out rooms; wipe out the dresser drawers. Do not do this in occupied rooms. Never disturb a guest’s personal belongings when you are cleaning the room, unless to hang up the guest’s clothing. Put shoe or slippers in the closet and fold nightwear and place it on the end of the bed. Slippers are replaced after guest check-out, never to be used again. To replenish the mini-bar, the Room Attendant is to take note of the consumption, fill out the mini-bar slip accordingly, replace the consumed items, and ensure that this is charge to the guest room account, mini-bar supplies and replenishment always include clean glasses, coasters, stirrers, and napkins. If a room smells of odours, including cigarettes or cigars, spray with “air-freshener” or call Housekeeping for the ozone machine (if applicable). Open windows, if applicable. Open closet and replace used laundry bags, wipe down the door’s front and back to remove any fingerprints, clean inside-out. Make sure closet shelves are clean and free of dust, including the in-room safe. After cleaning the bathroom, move all furniture that is movable and vacuum behind and under the furniture. Be sure to check under the bed for any item(s) left behind. Before leaving the room, take a last look that the furniture is arranged properly; that lampshades, pictures, bedspreads, as well as supplies, are in the proper position. All linen should look fresh and of matching quality. After cleaning the guestroom and bathroom, turn-on the lights and set the air-con as per standard and close/lock the entry door. Check hallways for any debris, tray or glasses. All items must be placed on shelves in pantries, NEVER on the floor. Do not leave trays or dishes inside any room. When the vacant room is completed, record in the assignment sheet.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard Objective This SOP ensures the correct way of room amenity setup and quantities. Amenity layout may vary in certain aspects due to property room inventory, size and layout/design of rooms and its categories.

All Room Categories - Basic setup Bed Room • King size or Twin bed configuration, pillows and cushions • Bedside table(s) with lamp and lamp shades. • Small bed or sofa bed with mattress and cushion, pillow setup (optional). • Telephone/Control panel. • TV cabinet with TV (minimum size of 29’’ with remote control, DVD player and remote control with TV program. TV(s) are preferably LCD or Plasma flat screens. • Luggage rack/cabinet (not applicable if located in another area). • Bed room and bathroom area(s) must be separated with roll-down window blinds (if applicable). Working/Dressing Table • “Guest Service Directory” includes: “Room Service Menu”, “Rooms Directory” and the “Spa Menu”. • Note pad with hotel pencil/pen (boxed optional) • Flower vase with fresh flowers • Garbage bin • Telephone directory • Stationery right side: 3 x A4 letter paper with protected “Stationery” sign, 4 Hotels & Resorts envelopes with protected “Stationery” sign, 1 “Please Fix Card”. • Stationery right side: 1 “Guest Questionnaire”. “Guest Questionnaires” in German and Japanese language are available in Hotels/Resorts and Grands. • Stationery left side: 2 hotel stickers, 1 hotel brochure, 1 Hotels & Resorts pen and 2 postcards, one flyer promoting the Spa. • F&B flyer for promotion is located on the desk (if applicable). • Third party advertisement in the room is not allowed (e.g. Dive centres, tailor shops etc.). Other In-Room Collaterals • No other nonHotels & Resorts items are placed in the bathroom and in the room. • Hotels & Resorts note pad and pencil are placed on the table, next to the telephone. • Telephone extension information is placed behind or next to the telephone. • One still mineral water (500ml) including price tag is placed on each bed side table. • Spa advertisement is placed on the bed side table. • Voice mail instruction is located behind the telephone. • “Movie Guide” is located on top of or next to the TV (if applicable). • Hotels & Resorts standard promotion stand is placed on the working desk (if applicable). • “Yellow Pages” are located in a desk drawer.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard Closet • 8 regular hangers (4 in each side)/ 12 regular hangers (Resorts) • 4 trousers hangers (2 in each side)/ 6 trousers hanger (Resort) • 2 extra pillows on upper shelf • 2 Umbrellas • Slippers (packed and sealed) are placed in the wardrobe. Slippers are not re-usable. • In-room Safe: Safe instruction is either written on the safe or placed inside the safe. • Basket and information paper for “Complimentary shoeshine” are placed inside the wardrobe, on the floor. • Items for laundry and pressing services are placed in a compartment, inside the wardrobe. Right shelf: • Turn down tray • Laundry items consist of 2 A4 paper for dry cleaning, 2 A4 paper for regular laundry and 2 laundry bags. • 2 Breakfast door knob menus • 1 Sewing kit Mini-Bar • Counter top: Ice bucket with ice tong and cover (if applicable). • A hand bottle opener is supplied in the refreshment centre (mini-bar), fixed to the exterior. • Plastic stand for kiosk and mini bar is placed in front or on top of the bar or kiosk, facing the guest. Top Shelf: • Mini bar prices list • 2-4 DHR complementary drinking water with bottle neck tag (depending on room occupancy) • 1 Tea kettle • Coffee Cups and tea spoon (depending on room occupancy) with underliners/saucers • Sugar Bowl (4 coffee mate, 4 tea bags, 4 white sugar and 4 brown sugar, 2 sugar substitute or similar and 4 dairy cream) • 4 Cocktail napkins (paper with hotel logo) • Wooden tray for mini bar set up (if applicable) • Gin, Vodka, Johnnie Walker Red Label, Hennessy Cognac VSOP and one local whisky • Chips/ Mixed nuts or dried fruits • Condoms • Smints or similar • Mosquito Repellent • Aspirin • Local Map (if applicable) • Private personal mini-bar items as requested by the guest

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard Remark: Other merchandising products depending on property; such as children articles, teddy bears/animals matching the location and country, spa products, handicrafts, jewellery, bottle opener, textiles, etc... Inside Cabinet - Left Top Shelf: • Dessert knife/Dessert plate/Dessert fork/Dessert spoon (depending on room occupancy) Under Shelf with Wooden Tray: • 2 Beer glasses on coaster • 2 Highball glasses on coaster • 2 Rock glasses on coaster Refrigerator with mini-bar items as the following: • • • • • • • • • • • • • •

Small bottle of white and red wine (with screw cap) Small bottle of sparkling wine or Champagne (if applicable) Imported beer and local beer Coca Cola and Diet Coke or Pepsi and Pepsi Light Sprite or 7Up Fanta or Mirinda Schweppes Tonic and Soda Ice Tea (preferably Lipton) Japanese or Chinese Green Tea Mixed fruit juice and orange juice Healthy juice such as guava or mango etc. Sparkling mineral water (preferably Perrier) and one still mineral water (preferably Evian) Chocolate bars (Snickers and Mars) Chocolates/”Friandise” of the House in hotel wrapping/packaging boxes

Bath room amenities • • •

Hotels & Resorts bathroom amenities selection consist of: Emery board, sewing kit, cotton tips, body lotion, conditioner, shampoo, 3 different bath oils, disposable bag, shower cap, 2 small soaps and toothbrush kits (unless room occupancy is higher). Each bathroom contains two water glasses. The glasses are covered with a plastic lid. Bathroom features one digital scale.

Make up counter, if applicable (pairs of 2 unless room occupancy is higher or as specified below): • 1 Cotton container • 1 Tissue box • Bath towels • Hand towels • Face towels

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard Bath room amenities - Continued Bathtub Area (1 pc unless room occupancy is higher or as specified below): • Ceramic tray for amenity setup • Bath foam, conditioner, body lotion, shampoo (bottles) • 2 Bathing oil bottles • Burner with matches and smelly oil • 2 Bath towels • 2 Hand towels • 2 Face towels Toilet Area: • 1 Toilet paper roll hanger (with 2 spare toilet paper rolls in the bathroom cabinet) • 1 small Garbage bin Shower Area: • Tray setup with bottles (if applicable) • Bath gel, conditioner and shampoo container or bottles, filled up to ¾. • Towel hook or hanger • Shower mat (for security reasons) Balcony • Balcony table • Balcony chair(s) • Armchair with cushion (optional) • Ashtray • Cloth hanger line (optional) • Pictures/wall paintings/decor (optional) Remark: Shoeshine • Complimentary shoeshine service is available to every guest. • Shoes are returned as per guest request. • For overnight service, shoes are returned by 07:00 or the time designated by the guest. • Shoes are returned in appropriate bag or basket. Remark: Pillows • Additional pillow selection “a la carte” may be available in selected brands. Remark: Pre-Ordered Private Mini Bar Items (prior to guest arrival) • Pre-ordered private mini bar item(s) service prior to guest check in is available to all guests. • Pre-ordered private mini bar item(s) service may not apply to some Petit properties due to its exclusive or secluded location. • Pre-ordered private mini bar item(s) are fully paid according to sales price prior to arrival and record after consummation send to Front Office/Reservations. • Private mini bar must be setup at least 2 hrs prior to guest arrival in their mini-bar. • Beverages and cold items are setup in the refrigerator, all other product on the kiosk/bar counter.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

4

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Suites/Executive Floor Living room • Dinning table and chairs with flower vase setup. • Luggage rack • Sofa bed in the living room with cushions and pillows. • Sofa table in front of the sofa bed with carpet/mat. • Bar cabinet with mini-bar, under and top shelving, under-counter built-in mini-bar. • Television cabinet with additional LCD/Plasma Television with remote control and TV program. • DVD player/ HIFI stereo with remote control • I-Pod station and PC station (optional, if applicable).

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

5

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-010

Restocking of Mini-Bar Objective This SOP shall ensure to proper handling of requisitioning, storing, recording and billing of mini-bar/kiosk items of guest rooms. Pricing • Pricing of mini-bar/kiosk items is inline with the Hotel’s/Resort’s Pricing Policy. Mini-bar/Kiosk Inventory Slip • Depending on the size of property, an inventory mini-bar/kiosk slip must have 3-4 copies; one copy goes to Front Office for billing and guest folio (after guest consumption), one goes to FI (recording purposes), one copy remains at Housekeeping (for recording purposes and store requisition), an additional copy is optional (for recording or store requisition). Stock keeping: • Housekeeping Department keeps a small mini-bar/kiosk inventory stock not exceeding 10-15% of the total amount of guest room inventory for efficient refilling.

Procedures • • • • • • • • •

Hotel uses only internal mini-bar/kiosk inventory slips, a guest will never fill-out or sign any slips. Room maids carry inventory slips with them during room cleaning. Refilling of mini-bar/kiosk items takes place during the daily room cleaning service. Check expected arrivals first, followed by guest in residence, and finished with all remaining room statuses. Expected Check-out Rooms: Mini-bar/kiosk is to be inventoried but not refilled until the guest has checked out of the room (to prevent guest claims of non-consumption). Fill-in the amount consumed of each item on the inventory slip. Write the room number, guest name, date, time and your signature. Keep one copy of the mini-bar/kiosk inventory slip separated (on file/for recording purpose within HK Department) Send the second mini-bar/kiosk slip to Front Office (may not be applicable to certain hotel brands with centralized PMS system with a Housekeeping Interface/Link). The third copy is send to Accounting with all other mini-bar/kiosk inventory copies of all rooms and day.

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1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-010

Restocking of Mini-Bar

Refilling of all items: • Place them neatly with the labels facing the guest. • Ensure that labels are new and unblemished. • Ensure that the hotel mini-bar/kiosk stripe is labelled on all mini-bar/kiosk items, to avoid guest claims of own purchased items. • Rotate items to ensure freshness, placing new items at the back. It is important that each room inventory is written in a mini-bar expiry sheet to avoid spoiled items. Items are to be taken out of the room inventory BEFORE expiring and according to the set expiry standards of each product. • Replace any items with blemished labels and return them to Housekeeping. • Do not write or stick anything on the trademark/brand logo. • Ensure that the price list up to date. • Write maintenance request on the spot regarding refrigerator defects. • Occupied rooms are refilled during the regular make up of the guest room and may only be refilled with the missing items; administrative work can be done outside of the guest room. • “DnD” rooms are not disturbed with refilling of mini-bar items. • Housekeeping Associate in the evening or night shift (depending on Housekeeping operation) fills requisition forms for Accounting.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-011

“Lost and Found” Objective This SOP shall ensure the proper recording, storing and distribution of “lost and found” items in a property. Where to keep “lost and found” items? • •

At the Housekeeping Office (depending on the Hotel’s/Resort’s organization). At the Front Desk (in the guest folio, or in a separate designated area) which DHR recommends to be chosen for.

Procedure 1. 2. 3. 4.

Collect all item(s) left behind from a guest room in its designated box/bag with the room number, date, finder and time of found item(s) written/tagged on it. Front Office Department is to be informed immediately (it might be the case that that particular guest room is due to check-out at the Front Desk). Box/Bag is send immediately to the Housekeeping Office and to be recorded. The Housekeeping associate will log the item(s) by number, room number, name of the person who has found the item, date and time. Front Office will check whether the guest is still located in the hotel or has already checked-out: 4.1 4.2

5.

6. 7.

If the guest is still in the Hotel/Resort, he or she has to be contacted immediately, regardless of content of the box/bag. If the guest has checked-out, the guest has to be contacted via his/her contact detail by mail/email/phone/fax etc.

If any items of value (jewellery, watches, money, mobile phones, devices & applications etc) have been found, Housekeeping Management is to be informed immediately. He/She will issue a claim form and keep all items in the Hotel’s/Resort’s safe until further action is taken, claim form is forwarded to the General Manager for approval. If the guest could not be contacted (no response/acknowledgement) within 180 days, the item(s) are to be send to the guest’s residential address with a letter from the General Manager. It is up to the General Manager’s decision from what value onwards an item/items are send (by postal mail, preferably registered) domestically or internationally to it’s respective guest.

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1

Housekeeping

Standard Operating Procedure Update: 02.07.08 /CO-HK-SOP-012

Closet/Pantry Supply Objective This SOP shall ensure that the demand of guest supplies is maintained at all times regardless of occupancy, according to PAR stock of each closet/pantry of the property. Definition of PAR Par value, in finance and accounting, means stated value or face value. From this comes the expressions at par (at the par value), over par (over par value) and under par (under par value). To adjust PAR’s Since most Hotel’s and Resort’s are affected by seasons and low/high occupancy fluctuations, the Housekeeping Management must schedule ahead/forecast approximate guest supply quantities on demand and thus its daily turnover in the room closets/pantries.

Procedures 1. 2. 3. 4. 5. 6.

All linen/terry closets/pantries must be checked before starting the daily work assignments. If in any case the stock is not sufficient, Housekeeping Office is to be informed for immediate refilling. The linen/terry PAR stock in each closet/pantry is stocked-up in the evenings or during the night (depending on Hotel’s/Resort’s organization) with the correct amount of linen and terry, according to PAR list of each room closet/pantry. Supplies of room amenities such as bathroom tissue, bathroom supplies etc, must be checked to ensure that guest rooms efficiently and effectively supplied when needed. Room boys or where appropriate are advised to check of any items in the closets/pantries which are not part of the inventory of that closet/pantry (i.e. extra pillows, rollaway beds, baby cots etc); items are re-located to its designated storage area. Other Departments may share Housekeeping storage in closets/pantries; however, designated areas are established with bin cards indicating, date, item, quantity and balance of each item stored. Used and new linen/terry are separately kept and never placed on the floor.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-013

Turndown Service Objective This SOP shall ensure the correct and efficient procedure of executing the daily turndown standard to all guests in residence of a DHR property.

Standards • • •

Turndown service is provided between 18:00 and 21:00. Turndown service is provided to all guests in residence. If turndown service cannot be provided (e.g. “Do not disturb” sign), a “Turndown” attempt card is slipped under the guestroom door, informing the guest that turndown service was attempted and inviting the guest to call for the service until 21:00.

Procedures • •

The turndown service shall be carried out with the least disturbance to guests. The turndown service does not exceed 20 minutes.

Always assume that someone is in the room and allow them the time to get to the door: 1. 2. 3. 4. 5.

6.

Softly knock on the guest room door/ring the bell. Wait 10 seconds and knock/ring the bell again if there is no answer. Announce yourself with name and department. “Good evening, this is Khun Somchai from Housekeeping.” Wait for the guest to open the door. Smile and greet the guest by name and with a “wai”: “Good evening Mr Brown would you like to have your turn down service now.” The name is on the worksheet which will be kept with you for the information needed to service the guest. Names are used at all times. If the guest does not stay in the room, the door shall be left open with the amenity basket in front of the entrance during the turndown.

The Room Attendant/or appropriate shall perform the following steps: 1. 2. 3. 4. 5. 6. 7. 8. 9.

Removes any Room Service item(s) to the room pantry. Empties the ashtray(s). Empties the waste basket. Washes ashtrays, the dirty glasses and/or any other room items and replace as per standard. Tidies the room. Checks the bathroom supplies and the towel count; replace any dirty linen item. Re-points the toilet paper and tissues. Empties the bathroom waste basket/ashtray and wash all dirty glassware. Dries the sink and tub surfaces.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-013

Turndown Service Procedures - Continued 10. 11. 12. 13. 14. 15.

16. 17. 18. 19.

Rearranges the toiletries/amenities. Turns down the bed(s) as per hotel standard. Turns on the bedside lamp(s) and close the night curtains. Cleans floor, ajar bathroom door(s). Closes the entrance and balcony door gently after switching on all lights and the airconditioning as per hotel standard. Removes all articles from the bed: • Turn-down the corners of duvet fold them back in order to form a neat triangle. • Place the pillows on the bed with the open edge of the pillowcase facing the wall. If it is a double bed, the open edges of the pillow cases must be facing each other. Returns the guest’s pyjamas and/or folded clothing back onto the turned down bed(s) in their original places. Places a card/gift with a good night amenity as per hotel standard. Places the doorknob breakfast menu on top of the turned down sheet. Leaves the room quietly after finishing of the service and thanks the guest by wishing them a good night: “Thank you Mr/Ms/Mrs Brown, have a good night and I am looking forward to seeing you tomorrow.”

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-014

Room Status Definitions Objective This SOP shall assist in determine the correct status to its current room status and to forward the correct status to other departments such as Front Office. Vacant Any room vacated, cleaned and is ready to sell is considered “vacant”. • • •

VC VD VCI

= Vacant clean , need supervisor inspection, assigned for check-in = Vacant dirty / Check Out = Vacant Cleaned Inspected

Occupied/In-use A room which is either physically occupied by a guest or bears a sign of such an occupancy, such as luggage or toilet articles is considered “occupied”. • • •

OD ODD CIT

= Occupied Dirty = Occupied Dirty/Due out or Departure = Check In Today

Day Use A guest room that is used for only a half of the day instead of a full-day/night. •

DU

= Day Use

Check-Out A room which is reported due to be vacant from previous occupancy but still requires room cleaning is considered “Check out”. If the status indicated from the Front desk is “check-out”, it signifies that the guest is to “check out” of the hotel. Sleep Out A room, which appears occupied without the bed having been slept-in. •

SO

= Sleep Out

Out of Order • A room that is temporarily/permanently out of order, not usable and thus not sellable due to a condition of defect, malfunction of the room itself or parts of it. An out of order room is taken out of the room inventory. Any out of order room must have identification as of the approximate length of time the room will be out of order and the reason. The Housekeeping Management must run an out of order report daily. • Out of Service is referring to a room with defects or no defects, i.e. if Rooms division wants to assign Emergency Rooms etc. Out of Service rooms are not taken out of the room inventory. • •

OOO OOS

= Out of Order = Out Of Service

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-014

Room Status Definitions Do not Disturb Any room that has a “DnD” tag/sign or “DnD” privacy light, indicates that the guest does not wish to be disturbed. DnD status must be monitored by Housekeeping Floor Supervisors. • • • •

If turndown service cannot be provided (e.g. “Do not disturb” sign), a “Turndown” attempt card is slipped under the guestroom door, informing the guest that turndown service was attempted and inviting the guest to call for the service until 21:00. Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by the guest). If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the Executive Housekeeper or Assistant (in person or by calling). If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note under the door) to contact HK in order to have the room cleaned.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-015

Master Key Handout Procedures Importance •

A master key can open any room, especially the ones occupied by the guest.



Since the guest has all her/his belongings and valuables in the room, any related incident may lead to the accusation of the associate concerned who, as the sole signatory for the key, will be held ultimately responsible.

Procedure •

All master keys must be signed in/out, along with the complete name of the receiving person and the countersignature of the daily appointed witness.



Once the key has been issued, ensure that it is securely attached to the appropriate carrier, belt, key ring, etc.



All master keys and other keys related to the operational activity of the Housekeeping Department shall be kept locked in a specific cabinet in the Executive Housekeeper’s Office.

Its access must only be authorized to the following persons: • • • • •

General Manager/Resident Manager EAM Rooms Executive Housekeeper Assistant Executive Housekeeper Duty/Night Manager



Any damage caused to a master key shall be immediately reported in order for the Housekeeping Department to replace it promptly.



In the case of a loss of a master key, Housekeeping is to inform Front Office/Duty Manager immediately, followed by the respective re-coding procedure for all guest rooms and keys. An additional perimeter check might be to be considered if the keys is to be known lost on the property.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 02.07.08 / CO-HK-SOP-015

Master Key Handout Procedures Issuing •

Any Housekeeping Department key movement must be recorded in the key movement registration book.



The key remains the responsibility during his/her entire shift period by the associate who signed-in the record book.



Consequently, the following behavioural points shall be strictly respected:



The key shall never be lent to any other associate



The key shall be reliably fixed to the uniform and never be left in a door or in the room maid’s basket.



If the associate must leave the hotel for any reason, he/she must return the key to the Executive Housekeeper’s Office and sing-out in the key movement registration book confirmed by the daily appointed witness’s signature.



At the end of the shift, the key must be returned to the Executive Housekeeper’s office and the associate shall sign-out in the key movement registration book along with the daily appointed witness’s signature.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary Objective The Professional Maid and Housekeeping Associate must know the basic Housekeeping Glossary in the English knowledge.

Glossary Room Inventory ชนิดของหองพัก • Depending on hotel property HK Terms and Glossary รายการตางๆที่กําหนดในการเช็ทหอง Linen อุปกรณเครื่องนอน 1. Bed Sheet ผาปูที่นอน 2. Bed Pad ผารองกันเปอน 3. Duvet ผานวม 4. Bed Spread / Duvet Cover ปลอกผานวม 5. Pillow Case ปลอกหมอน 6. Hand Towel ผาเช็ดมือ 7. Face Towel ผาเช็ดหนา 8. Bath Towel ผาเช็ดตัว 9. Bathmat ผาเช็ดเทา 10. Bathrobe เสื้อคลุม 11. Pillow (different size) หมอนสํารอง Amenities วัสดุสิ่งของเครื่องใชภายในหอง 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Comb หวี Conditioner ครีมนวดผม Shampoo แชมพูสระผม Bath Gel สบูอาบน้ํา Body Lotion ครีมบํารุงผิว Shower Cap หมวกคลุมผม Sanitary Bag ถุงใสผาอนามัย Sewing Kit เข็มดาย Cotton Bud คัดเติ้ลบัด Cotton Pad สําลีกอน Toothbrush แปรงสีฟน Shoeshine ที่ขัดรองเทา Detergent ผงซักฟอก Razor Blades ที่โกนหนวด Finger Nail ทีต่ ะไบเล็บ

Guest Supplies ของใชในหองผูพกั © This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary 1. Toilet Paper Roll กระดาษชําระ 2. Tissue Box กระดาษทิชชูกลอง 3. Drinking Glasses แกวน้ํา 5. Ashtray ที่เขี่ยบุหรี่ 6. Matches ไมขีดไฟ 7. Laundry Bag ถุงใสผาซัก 8. Mosquito Repellent Machine ยากันยุงแบบเครื่อง 9. Shoe Box เซฟ 10. Cloth Hanger ไมแขวนเสื้อ 11. Mini-Bar Crockery and cutlery ชุดมีด / ซอม 12. Burner ที่ไสน้ํามันหอมระเหย 13. Design crockery ชุดจาน 14. Hairdryer ไดรเปาผม 15. Umbrellas รม 16. Slippers รองเทา

Printing สิ่งพิมพ 1. A4 Letter Head/ Facsimile Paper กระดาษเขียนจดหมาย 2. Envelope ซองจดหมาย 3. Guest Questionnaire แบบสอบถามความคิดเห็นลูกคา 5. Note Pad สมุดโนต 6. Pen ปากกา 7. Television Program โปรแกรมทีวี 8. Laundry List บิลสงผาซัก 9. Dry Cleaning & Pressing List บิลซักแหง, เรงดวน 10. Mini Bar Price List บิลราคาเครื่องดื่ม 11. Door Knob “Do Not Disturb” ปายหามรบกวน 12. Door Knob “Please Make Up Room” ปายใหทําความสะอาดหอง 13. Room Service Menu เมนูรูมเซอรวิส 14. Spa Menu เมนูสปา 15. Rooms Directory แฟมขอมูลหองพัก 16. Samui Directory / Telephone Book แฟมขอมูลสมุย / สมุดโทรศัพท

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary Cleaning Equipment อุปกรณทําความสะอาด 1. 2. 3. 4. 5. 6. 7.

Soft Broom ไมกวาด Brush แปรง Feather Brush แปรงทําความสะอาดแบบเปนขน Plastic Bowl ถวยพลาสติก Plastic Bin / Bucket ถังขยะพลาสติก Cleaning Wool, multicolor ที่ทําความสะอาดขนสัตว Sponge ฟองน้ํา

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques Objective The Professional Maid and Housekeeping Associate must know the basic knowledge of efficient cleaning techniques and utensils used.

Procedures Methods of Cleaning (Mechanical Processes & Procedures) ขอควรระวัง/วิธีการใช และคุณสมบัติของน้ํายา Cleaning Chemicals น้ํายาทําความสะอาด 1. SC Save & Clean ; Liquid cleaner and sanitizer is designed for cleaning toilettes, urinals, washroom floors, walls and hard surfaces without causing metal corrosion. น้ํายาทําความสะอาด และฆาเชือ้ สําหรับลางโถชักโครก, โถปสสวะ, พืน้ หองน้ํา, ผนังหองน้ํา โดยจะไมทําปฏิกิริยารุนแรงกับโลหะ 2. No Rust; Liquid cleaner can be used to remove rust and sediments. To avoid using on marble surfaces. น้ํายากัดสนิม จะทําใหรอ งรอยสกปรกหลุดไป ระวังอยาใหโดนหินออน 3. Window Clean; Powerful glass window cleaner. Cuts through grease soils to leave sparkling surfaces. น้ํายาเช็ดกระจก ขจัดคราบรอยเปอนทําใหกระจกใสเปนประกาย 4. Pick Up; Liquid mop treatment is designed to treat dust mops to increase ability of collecting and holding dust. Contains solvents and oil. Use for every hard floor surface. ชวยเพิ่มประสิทธิภาพของไม Mop ใหดัก เก็บฝุนไดดีขึ้น 5. Shine-Up; versatile general purpose polisher is designed to maintain and protect furniture and other hard surfaces such as wood. Laminate, vinyl, plastic and leather with a long-lasting shine. Using a white towel wipe the surface after spraying furniture wax. น้ํายาทําความสะอาดเฟอรนิเจอร คงทนเหมือนใหม อยูตลอดเวลา เหมาะสําหรับเฟอรนเิ จอรไม, ลามิเนต, ใยสังเคราะห และเครื่องหนัง ใชผาขนหนูเช็ดทําความสะอาดหลังจากฉีดน้ํายาไปแลว General Bathroom Cleaning การทําความสะอาดหองน้ํา 1. Clean the top of the wall all around the bathroom, the light fixtures and check for any missing hooks. ทําความสะอาดผนังหองน้ํา จากดานบนจนถึงดานลาง ตรวจดูไฟในหองน้าํ และ ตะขอแขวนผาเช็ดตัวใหเรียบรอย 2. Wash and polish the wall tiles. เช็ดผนังหองน้ําใหเงา 3. Polish the mirror(s) with a cotton rag. เช็ดกระจกใหสะอาดดวยผาสะอาด 4. Clean the Jacuzzi inside, outside and polish the metal fixtures. ทําความสะอาดอางอาบน้าํ ทั้งขางใน, ขางนอก ขัดหัวกอก ใหมันเงา 5. Be careful with any article left by the guest and move it during the cleaning session. ขณะที่ทําความ สะอาด ควรเคลื่อนยายสิ่งของตางๆของผูพักดวยความระมัดระวัง 6. Clean and dry the floor, starting from the inside and ending at the door. เช็ดพืน้ หองน้าํ ใหแหง โดยเริ่มจากขาง ในมาจนถึงประตูหอ งน้ํา 7. Display the exact towel count and refill the supplies and the amenities. จัดวางผาเช็ดตัว เช็ดหนา และเช็ดมือ ให ครบ เติม อุปกรณ, สิ่งอํานวยความสะดวกในหองพัก ใหครบถวน 8. Turn off the lights. ปดไฟทุกดวง 9. Always leave the door ajar for effective ventilation. เปดประตูหองน้าํ คางไวเพือ่ การระบายอากาศที่ดี

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Toilet Bowl Cleaning การทําความสะอาดโถชําระ 1. Flush the toilet and add the cleanser into the bowl, and let it soak for the number of minutes displayed on the product bottle. กดชักโครกทิ้ง 1 ครั้ง แลวใสน้ํายาทําความสะอาดทิ้งไวสักครู แลวมาจัดวางอุปกรณที่ใชในการอาบน้าํ 2. Clean the top of the lid. ทําความสะอาดดานบนฝาครอบ 3. Wash the lid inside and outside, and the underneath and top of the seat. ลางฝาครอบทัง้ ดานใน, ดานนอก, ดานลาง และดานบนทีน่ ั่ง 4. Wash around and underneath the bowl with a toilet brush or by hand, using appropriate rubber gloves. ลางทําความสะอาดโถชักโครก ดวยแปรงหรือมือ อาจใชถงุ มือได 5. Put the brush into the bowl and scrub every part of the bowl. ใชแปรงขัดทุกสวนภายในโถชักโครก 6. Flush the toilet and rinse the toilet removing all the suds. กดชักโครกอีกครั้งเพื่อชําระลางฟองจากน้ํายาทําความสะอาด 7. Dry both sides of the lid and seat. เช็ดฝาครอบและที่นงั่ ใหแหง 8. Dry around and underneath the bowl and make sure there are no streaky marks. เช็ดขอบดานลางของโถ ชักโครกใหแหง ตรวจดูไมใหมีรอยเปอนตกคาง 9. Flush the bowl again, and make sure it is clean, odorless and filled with clean water. กดทําความสะอาด ชักโครกอีกครั้ง เพื่อไมใหมีกลิ่น Hand Basin Cleaning การทําความสะอาดลางหนา 1. Remove any article belonging to the guest from the shelves while cleaning. ยายสิ่งของของผูพักออกจาก บริเวณที่จะทําความสะอาด 2. Clean the tap, drain and stopper, and scrub the basin bowl thoroughly. ทําความสะอาดหัวกอก และฝาครอบทอ น้ําทิ้ง , เช็ดลางอางลางหนาใหสะอาด 3. Polish with a clan dry cloth. ขัดถูดวยผาแหงอีกครั้ง 4. Clean the pipes below the bowl. ทําความสะอาดทอน้าํ ใตอา งลางหนา 5. Clean glass shelves. ทําความสะอาดชั้นกระจก 6. If a sink stopper is broken or missing, or the plumbing needs any attention, report the problem at once to the Engineering in order for the maintenance request to be issued immediately and the problems to be fixed immediately. หากที่ปลอยน้ําทิง้ ชํารุด รีบแจงซอมทันที 7. Dry the wash basin and its fittings. เช็ดอางลางหนาและอุปกรณทุกอยางใหแหง 8. Clean the mirror with a clean dry cloth. เช็ดกระจกดวยผาแหง Bathroom Floor Cleaning การทําความสะอาดพื้นหองน้าํ 1. Sweep the floor with the broom before cleaning. กวาดพื้นหองน้าํ กอนทําความสะอาด 2. Floor tiles are to be scrubbed with warm soapy water or with the appropriate cleanser. ลางกระเบื้อง พื้นหองน้าํ ดวยน้าํ ยาลางหองน้ําอยางออน 3. Begin in the farthest corner from the door. เริ่มทําความสะอาดจากมุมที่ไกลที่สุดนับจากประตู 4. Go to every corner to remove the dirt. ขัดทําความสะอาดตามซอกตามมุมตางๆ 5. Rinse and dry carefully. ชําระลางและเช็ดใหแหงดวยความระมัดระวัง 6. Clean the door mirror. ทําความสะอาดกระจกหองน้ํา

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2

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques Shower Head Cleaning การทําความสอาดหัวฝกบัว 1. Take out the showerhead and, by using a toothbrush, scrub around the showerhead with the stainless steel cleaner/ polish. ใชแปรงสีฟนที่ใชแลว ขัดทําความสะอาด 2. Wash, dry and polish the metal fixtures. ทําความสะอาดและเช็ดอุปกรณโลหะใหเงามัน Bed Making การปูที่นอน Put on the sheet; กําหนดวิธีการทําดังนี้ 1. Place the sheet evenly on the mattress with the centre down the middle and with the right face up แผผาปูลงบนฟูก แบงผาใหเทากัน เพือ่ ความสวยงาม 2. Tuck the sheet under the mattress at the head top two corners and tuck in the other sides of the sheet tightly. พับสอดผาปูที่นอนดานบนกอนทัง้ 2 มุม แลวตามดวยมุมที่เหลือ ดึงผาใหตึง Place the Duvet on the bed; การวางผานวมลงบนเตียง 1. Fit the duvet on. หาผานวมใหเหมาะสมกับเตียง 2. Centre the bed duvet so that both sides and foot hang evenly. ปูผานวมลงบนเตียง ใหชายผานวมดานลางทัง้ 2 มุม หอยจากเตียงลงมา เทาๆ กัน 3. Fold the top edge back at about 12 inches from the edge of the bed. พับดานบนผานวมกลับมาทางปลายเตียง ประมาณ 12 นิ้ว วัดจากหัวเตียง Place the Pillows on the bed; การวางหมอนลงบนเตียง 1. Fluff the pillows and fit them into the pillowcases. นําหมอนหนุนใส ปลอกใหเรียบรอย 2. Place the pillows at the head of the bed from the edge. วางหมอนดานบนหัวเตียง 3. Make sure the bedspread is neatly placed. ตรวจดูใหแนใจวาการปูเตียง เรียบรอยดี Pillow หมอน 1. Remove the pillow cases and place them among the soiled linen. เอาปลอกหมอนออกจากหมอน แลววางรวมไวกับผาทีจ่ ะซัก 2. Place the pillows on the chair วางหมอนไวบนเกาอี้ 3. Do not put them on the floor because they will collect dust. หามวาง หมอนไวที่พนื้ เพราะจะเปอนฝุน

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Duvet ผานวม 1. Fold the duvet neatly and place it on a chair. พับผานวมใหเรียบรอยแลววางไวบนเกาอี้ 2. Unstuck all the bed sheets and the duvet and remove them separately. สบัดฝุนทั้งผาปูและผานวม แลววาง แยกกัน 3. Remove the sheet and place it with the soiled linen. ดึงปลอกออกแลววางกองรวมไวกับกองผาที่จะนําไปซัก Sheets ผาปูที่นอน 1. Remove the bed sheet separately and place it with the soiled linen. ดึงผาปูที่นอนออกเพือ่ นําไปซัก Bed-Pad ผารองกันเปอน 1. To be changed only if necessary. ควรเปลี่ยน ถาจําเปน 2. If soiled, remove it and place it with the soiled linen. ถาสกปรกมา ใหนําไปซัก

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4

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-018

Supervisor - Bathroom Inspection Objective Bathroom Door 1. Safety/security instruction board is firmly posted behind the door. 2. Clothes hooks are clean. 3. Door opens and closes smoothly. Ceiling 1. No varnish or paint is falling-off. Mirror 1. Mirror is clean and polished. 2. No fingerprints or watermarks. Lights 1. Lights are functioning and not flickering. 2. Light shades/covers are clean. Marble Counter 1. Marble counter is clean and dust free, especially in the corners. 2. Bathroom glasses are clean and polished with no chipped edges and covered with a lid. 3. Amenities are set and complete, displayed as per hotel standard. Wash Basin 1. Overflow hole, plug and waste hole is spotless and shiny Toilet Bowl 1. General cleanliness, inside and outside. 2. Seat and cover are is clean and in good condition. 3. Toilet hinge is clean. 4. Paper sanitation stripe is in place. 5. Chrome fixtures are clean and polished. 6. Extra paper rolls and disposable bags are set (stored in the bathroom area). Bathtub 1. Shower head and sprinkler holes are clean and polished. 2. Chrome fixtures, i.e., rod, faucet, rack is clean and polished. 3. Tap is functioning properly. 4. Soap dispenser has no soap residue and the tube is in good working condition, bottles/dispensers are refilled. 5. Clothe line fixture is present in good condition and of the correct length. 6. Shower room/shower cabin glass door is clean. 7. Shower door is closed, dust free and not damaged (if applicable).

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1

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-018

Supervisor - Bathroom Inspection Waste Basket 1. Clean, dust free and not damaged. Facial Tissues 1. Tissue holder is clean and polished. 2. Container is filled with sufficient tissues. 3. First tissue is always nicely folded as per hotel standard. Toilet Paper 1. Holder is clean and polished. 2. First paper is folded as per hotel policy. Others 1. Bath Towels (2 pieces) - Placed on the bath towel rack, or as per hotel standard. 2. Hand Towels (2 pieces) - Folded in 3 parts displaying the hotel logo and set through the hand towel rack at the vanity counter, or as per hotel standard. 3. Face Towels (2 pieces) - Folded in 2 parts displaying the hotel logo and placed on the vanity top, or as per hotel standard. 4. Bathrobes (2 pieces) - On a coat hanger inside the closet with the belt neatly tied around the waist and the loose threads removed, or as per hotel standard. 5. Bathmats (1 piece) - Placed over the foot area of the bathtub with the logo standing upright over the edge, or as per hotel standard. Bathroom Floor 1. Floor is scrubbed properly, including the edges. 2. Toilet and counter area underneath is clean. Bathroom Inspection Discrepancy 1. Upon completion of a bathroom check, all the discrepancies detected in the room are to be recorded for room history filing. 2. Supervisor shall decide whether the job is minor or requires any further assistance from the Engineering. 3. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform the job/task. 4. The Supervisor shall demonstrate tasks to the associate if necessary. 5. The room shall not be given the VCI (vacant cleaned inspected) status if any discrepancies remain.

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2

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure Objective This SOP shall ensure its correct handling/organization of all relevant linen procedures within a property. Some hotel properties may not have an internal laundry, thus strict recording procedures are a must if outside contracted laundries are used. Linen Handling Procedure • All clean linen, displayed in the room must be placed on a luggage rack, desk and/or available chair(s). Clean linen is never to be placed on the floor. • The use of clean and undamaged linen is mandatory. Any damaged or soiled linen shall be separated and returned with the related notification to the Housekeeping/Laundry Department. • Each linen item has its specific purpose and is never used for dusting or polishing. Designated rags are provided for cleaning by the Hotel/Resort. • The linen trolley/bags shall never be overfilled in order not to damage both the trolley/bag and the linen. • When full, the bag shall be emptied on the pantry room floor (if applicable) awaiting use of the laundry chute. Overfilled linen/rubbish bag(s) are difficult to empty. • Dirty linen is never placed on floors in order not to increase internal/external laundry costs. • In the linen room, great care shall be taken to ensure that chutes are free from any type of obstruction (if applicable). Linen Room Stock • All linen rooms shall be stocked only with clean linen from the Laundry in order to maintain the pre-established PAR levels per linen item and to ensure that the Room Attendants do not encounter any shortage which hampers their productivity. • Clean linen are collected from the Laundry using the mobile laundry bins/bags and promptly stacked onto the shelves of the pantry rooms neatly by strictly respecting the displayed PAR stock levels. • Adequate supply level of sundry items, i.e.; soap, tissue, toilet paper, etc., is maintained with each delivery of clean linen, as per request. • The PAR stock level may be determined by the capacity of the linen shelves. • Linen room is in a neat, clean and tidy condition at all times. Substandard Linen • All linen identified as substandard is to be issued to the Executive Housekeeper or Assistant for any (eventual) further use. • All linen/towels returned from the internal/external Laundry are to be checked thoroughly for any damages. • Any linen/towels, which can be repaired, are to be forwarded to the internal/external Laundry for the necessary fixing. • Discarded linen must be issued and recorded to the Executive Housekeeper or the Assistant. • Discarded linen shall be used as dusters or as covers for the carpets being shampooed.

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1

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure Linen Room Shelving • All linen shelves are to be labelled in order to ensure the correct issuing of any linen item. • 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 item name and size mentioned on each shelf. Par Stock and Storage • PAR stocks ensure sufficient amount of items and supply required to work efficiently. Overstocks are not allowed. PAR stocks are a must for every hotel property and are individually detailed labelled with Bin cards. PAR multipliers and factors: • One par stock level is to be used in the guest room. • One par stock level is being cleaned in the Laundry. • One par stock level is being stored in the floor linen rooms/pantry. • Linen PAR’s for each item correspond accurately to the set standard for each room. • Every linen PAR stock is to be stored at the proper place as pre-established, i.e.; the floor linen room and the Room Attendant’s amenity trolley/cart/basket, in the proper way, i.e.; the linen items are correctly folded as per instructions, stacked on the shelves and labelled. Laundry Flow • An organized schedule is to be maintained to ensure a smooth flow of linen in the Housekeeping Department. • The time scheduled for all floor pantries regarding the receiving and sending of linen is in line with the workload of the Laundry Department (for internal laundry). • Soiled linen is to be counted and recorded on a requisition form. The linen is to be sent to the Laundry as soon as possible. • The linen received from the Laundry is to be counted and double-checked against the quantity displayed on the requisition form. Discrepancies are to be requested as soon as possible to avoid any loss of linen. Housekeeping Management is responsible for loss and damage of all linen corresponding with the internal/external laundry. • Constant update flow of pending linen items between the Laundry and Housekeeping is necessary. Linen Requistion • A requisition form is mandatory for issuing any linen item in order to record the overall linen movement. The quantity required can not be over than the quantity used in order to strictly respect the pre-established PAR stocks. • The following information must be provided using the established description coding system: • Quantity • Size • Color • Floor Linen Room • New linen can only be requested in exchange to the same amount of soiled/to be cleaned linen.

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2

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure Linen Inventory • A linen inventory must be completed on a monthly basis in order to keep a tight control on the linen stock, to be aware of the loss and damages of linen and to budget accurately. •

All linen items from the entire property must be counted, locations include: - Room Maid’s trolley/basket - Internal/External laundry (linen being cleaned at the laundry) - Linen in transit, laundry in cars/vans (optionally) - Linen in all floor pantries/rooms/closets - Linen in the guest rooms - Linen in the Housekeeping office and in all storerooms - Linen from other Departments such as kitchen, service, pool and beach, etc. - Associate village is to be counted depending on designated Department responsible - Entire sweep of the perimeter before stock count (this may also include offices)

• •

All obtained figures are to be recorded on the hotel linen inventory standard form. Linen inventory date is assigned by the FI and HK Department, executed on a suitable day and time. Before the actual Inventory event, all bin cards must be updated Responsible for inventories are designated associates of FI and HK only and the HK Management/EAM Rooms/RM. With the start of the physical inventory, no movements are allowed within the places listed as above. A standard Hotel/Resort Linen catalogue with visual aid might assist a proper inventory, the Hotel’s/Resort’s inventory stock taking list is used at all times. Discrepancies/loss/damages must be explained and recorded. A yearly operating equipment order based on the monthly inventories and write-off’s ensures the sufficient stock availability throughout the year and property. Every inventory is reviewed and signed-off by the GM/RM.

• • • • • • •

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-019

Supervisor - Room Inspection Objective This SOP shall ensure a vacant cleaned room is properly inspected and ready for sale, according to the hotel’s standard.

Standards •

• • •

All check-out rooms that have been cleaned must be checked thoroughly by the Assistant or Executive Housekeeper or Supervisors before being released for sale. The approval is to be communicated immediately to the Front Office Department with the VCI (vacant cleaned inspected) status. All vacant rooms shall be checked every day and those rooms not up to standard are to be reported, with immediate priority given to rooms pre-blocked for that day. For VIP rooms, the vacant room procedure is to be applied with an additional last minute check prior to the VIP arrival by the Housekeeping Management. Occupied rooms shall also be checked by the Assistant or Executive Housekeeper or Supervisors after the room cleaning has been performed in order to ensure the strict application of hotel standards.

Inspection Cycle Doors 1. Outside and inside, check for any scratches, dirty finger marks, dust, etc. 2. Top of the door panel and corners of doorframes are clean. 3. Door opens and closes without making noises. 4. Electrical switches are clean and in good working condition. Cleanliness and presentation of the following items: • Fire emergency evacuation plan • “Do Not Disturb“/“Room Cleaning“ signs/lights/indicators • Door knob • Bull’s-eye • Door sealing • Key card reader (if applicable) Wardrobe 1. Wardrobe door is clean and dust free, outside and inside. 2. Wardrobe door opens and closes without making noises. Cleanliness and presentation of the following items: • Rail • Hangers, number and position • Drawers, shelves and related supplies • Lights turned on and off when operating the door (Relais) • Safe is operating • Slippers are packaged, shoe container is set • All collateral is set as per standard • Extra pillows are clean and neatly set

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 04.07.08 / CO-HK-SOP-019

Supervisor - Room Inspection Mini Bar 1. Clean mini bar shelves and neatly displayed items. 2. Double check expiration dates of all items. Luggage Rack 1. Clean luggage rack, no stains or chips. Furniture 1. Desk, bed side tables and coffee table tops are well dusted, no stains. 2. Armchairs, chairs, upholstered items are well dusted. 3. Mirrors, paintings and frames are dust-free. Window 1. Window bay, night and day curtains have no dust or stain. 2. Window frames and glass are cleaned. Floor/Bed 1. Floor is well vacuumed or swept. 2. No dust or stains on the bedspread, correctly placed. 3. Condition of pillows; i.e., cleanliness, firmness, etc. 4. Condition of mattresses and. No trash or accumulated dust under the bed. Ceiling 1. Ceiling is well cleaned, no spider webs or similar. 2. All light fixtures are cleaned and shining; the air vents are well dusted. Electrical System 1. Power commands, control panels, light switches, air conditioning, etc. are working. 2. All plugs are working. 3. Light bulbs are working. 4. Telephone/radio/TV/DVD/HiFi device applications are working properly. 5. PC/I-Pods are optionally checked if installed. Mattress 1. Mattress is turned every three (3) months. 2. All mattresses are tagged on both sides and the month written on the up-facing tag must correspond to the current month. 3. After the completion of a three-month period, the mattress is dust-cleaned/wiped/beaten and flipped-over. Bathroom Inspection Discrepancy 1. Upon completion of a bathroom check, all the discrepancies detected in the room are to be recorded for room history filing. 2. Supervisor shall decide whether the job is minor or requires any further assistance from the Engineering. 3. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform the job/task. The Supervisor shall demonstrate tasks to the associate if necessary. 4. 5. The room shall not be given the VCI (vacant cleaned inspected) status if any discrepancies remain.

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2

Housekeeping

Standard Operating Procedure

Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures Objective This SOP shall ensure that the entire property (besides the areas listed below) is neat, tidy and clean at all times.

Responsible Areas The following areas must be covered within the Hotel/Resort: • • • • • • • • • • • • • • • • • •

Offices Restaurants Bars Executive Lounge and floor, guest floors, corridors, walkways, room pantries, bridges, relax areas, sun decks Lobby Beach (if applicable) Swimming pool (handled by Engineering) Spa Gardens, Flower Arrangements (responsibility of Gardeners or where appropriate) Kid’s Club, Game Room Elevators Shops, Business Centre, Internet Café Meeting Facilities/Rooms Heart of the House Parking Security Office/Area Showers, Toilettes Associate Housing

The general cleaning does apply to the following fixtures/areas: • Floors, walls, light fixtures, ceilings, windows, ashtrays, bins, reeling, toilette and sanitary installations, showers, pictures/frames, flowers/planting, nursery and design objects. The general cleaning does not apply to the following fixtures/areas: • The kitchen, stewarding, garbage disposal area, associate canteen, stores and receiving area are the responsibility of the Stewarding and Storekeepers. • However, furniture, departmental equipment/installation and areas excluded as above listed, are the responsibility of each own Department. Maintenance requests are organized by the Department Heads, as well as daily, weekly, monthly cleaning schedules of their designated area. • Some areas/installations might not be applicable to public cleaning and is up to the Hotel’s/Resort’s organizational structure.

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1

Housekeeping

Standard Operating Procedure

Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures Offices Daily • Empty and cleaning of all ashtrays, waste paper baskets. • Dusting of all table desks, chairs, shelves and other furniture, including underneath. • Cleaning of all the telephones by using a clean cloth, sterilized with an appropriate product • Vacuum all floors and carpets. • Cleaning of ceiling, corners, removing of spider webs. Weekly • Cleaning of mirrors and glass bays/windows with the appropriate material and product once a week or as soon as any dirtiness occurs. Monthly • Deep-cleaning of floors, shampooing of sofas and similar.

Public Areas Floors • Sweeping of floors thoroughly. (Some properties may use automated cleaning equipment). • Pick up any wastepaper and observe any area that may require special care. • Mop the floor by using the appropriate materials and products. • The toilet area floor shall be thoroughly mopped with the appropriate cleaner in order to thoroughly remove the soil and annihilate all odours and bacteria. • Mop the entire floor surface in a continuous manner. • Always work towards the door to prevent walking on the freshly cleaned area. Walls • Spot cleaning of walls, partitions and doors with the appropriate cleaner. • Particular attention to areas that have received the greatest abuse. • Sponging-off of tops, partitions and doors with the appropriate cleaner. • Wiping of all ledges and shelves, checking all areas where dust and dirt is likely to accumulate. Garbage • Emptying of bins, setup of new garbage bags, cleaning of bins where required. • Wiping of surfaces with appropriate cleaner. Ashtrays • Ashtrays are emptied, cleaned and refilled (if applicable) with sand or similar and stamped with logo. Mirror • Wiping and polishing of all mirrors to remove any smudges with appropriate cleaner. Window • Cleaning of all windows with the appropriate cleaner.

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2

Housekeeping

Standard Operating Procedure

Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures Washbasin - Siphons • Cleaning of all pipes, especially those under the sink. • Cleaning and polishing of washbasin/siphons/faucets with the appropriate cleaner. • Polishing of all fittings, refilling of cleaning soap and disinfection liquids, hand towels or paper. Toilet Bowl • Cleaning of toilet bowls, pissoirs and fixtures. • Keeping drainage clear with an appropriate drain pipe cleaner. • Brushing, twisting and scrubbing of toilet bowl. • Flush and rinse cleaning. • Wiping and drying of toilet bowl and pissoirs. Shower • Cleaning of shower heads, walls, floor and fixtures with appropriate cleaner. • De-liming of all chrome fixtures. • De-liming or cleaning of al glass windows. (If applicable) • Keeping drainage clear with an appropriate drain pipe cleaner. • Cleaning and refilling of bath gel, shampoo and conditioner dispenser/bottles. • Flush and rinse cleaning. • Wiping and drying of toilet bowl and pissoirs. • Rearranging/Replacing of bath mat. Toilet Seat • Cleaning of hinges. • Wiping of toilet seat, top and bottom, with the appropriate cleaner. • Rinse-cleaning, drying of seat and cover. Door • Cleaning of all doors with a damp cloth. • Cleaning of top frame, door handle/knob. Light • Reporting/exchanging of light bulbs or neon tubes. • Feather-dusting of light bulbs, never use a damp cloth to clean an operating bulb. Ceilings • Dusting of ceilings with wheel-away or roll-out cleaning equipment for unreachable ceilings. Furniture • Dusting of furniture, monthly impregnation with appropriate furniture balm/spray. Meeting Facilities/Rooms • Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor cleaning machine or shampooing of carpets (if applicable). • Wall, ceiling, light fixtures, artwork, design object, doors, hallways cleaning with appropriate equipment and cleaner by dry (and wet dusting). • Emptying of garbage bins, ashtrays (outside areas). • Replenishing of flower arrangements as requested by the Department. • Window cleaning with appropriate equipment. • Dusting of electrical appliances such as printers, computers, projectors, screens etc.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures Restaurant, Bar, Shop, Business Centre, Internet Café • Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor cleaning machine. • Wall, ceiling, light fixtures, reeling cleaning with appropriate equipment and cleaner by dry and wet dusting. • Emptying of garbage bins, ashtrays. • Replenishing of flower arrangements as requested by the Department. • Window cleaning with appropriate equipment. • Dusting of electrical appliances such as printers, computers etc. Guest Floors, corridors, walkways, room pantries, bridges, relax areas, sun decks, reeling, artworks, design objects • Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine. • Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, artworks, paintings, etc • Never use corrosive cleaning equipment for sensitive surfaces. Lobby • Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine. • Dusting of reeling, furniture, artworks, paintings, granite marble tops, counters, pillars/poles, sofas, chairs, cushions, pillows, roll down rain protection (if applicable) and guest areas etc. • Cleaning of glass windows. Beach & Gym (Resorts) • The general and daily beach cleaning might be the responsibility of the Activity Department or Pool Attendants; if not, any debris, garbage must be collected (manually or automated) and the entire sand area thoroughly combed. • Gym/Fitness: dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine. Window cleaning with appropriate equipment. Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, artworks, walls, ceilings and doors. Spa, Kid’s Club, Game Room • Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor cleaning machine. • Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by dry- and wet-dusting. • Emptying of garbage bins. • Replenishing of flower arrangements as requested by the Department. • Cleaning and disinfecting of equipment (sauna, treatment equipment) is handled by the Spa Associates/ Activity or Kid’s Club Associate. • Window cleaning with appropriate equipment. Elevators • Mobbing of floors with appropriate equipment. • Wall, ceiling, light fixtures, door and control panel cleaning with appropriate equipment and cleaner by dry- and wet-dusting. • Window cleaning with appropriate equipment.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

4

Housekeeping

Standard Operating Procedure

Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures Heart of the House • Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor cleaning machine. • Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by dry- and wet-dusting. • Emptying of garbage bins. • Window cleaning with appropriate equipment. Parking, Security Office/Area • Daily dusting of floors. • Weekly deep-cleaning of floors with floor cleaning machine. • Weekly wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by dry-dusting. • Elevator entrances are to be kept free and cleaned, emptying of garbage bins and ashtrays. Associate Housing • Mobbing of floors with appropriate equipment, weekly wet-cleaning (or where appropriate). • Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by dry- and wet-dusting, monthly. • Emptying of garbage bins and ashtrays, daily. • Replenishing of flower arrangements as requested by the Department. • Window cleaning with appropriate equipment.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

5

Housekeeping

Standard Operating Procedure

Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling Objective This SOP is to ensure, the general understanding and handling of common guest complaints and requests.

A customer complaint is: 1. 2. 3. 4. 5.

A valuable source of market information. A good sales lead. To indicate a “negative” variance in our quality or procedures. To avoid negative word-to-mouth publicity communicated to the outside environment. An opportunity to improve our service quality in general.

Dealing with an angry customer If you are in a public contact position, chances are that you will from time to time encounter angry customers. If angry customers are not handled effectively, they may remain angry, refusing to do business with our company and they will also probably have made you angry and upset as well. Learning to deal effectively with angry customers will help you feel better about yourself, it will increase your job satisfaction, it will help your organization keep customers satisfied and get their repeat business and finally it will help you succeed in your job. Recognizing an angry customer Basically there are two kinds of angry customers: those who aggressively express their anger, and those who passively express their anger. It is not hard to recognize aggressively angry customers, they express their feeling immediately and their anger and hostility is obvious. Recognizing the passively angry customer is a little more difficult. The passively angry customer keeps his or her anger on the inside. The passively angry customer reveals his/her anger non-verbal and verbal actions. Some of the non-verbal actions may be: • • • • •

impatient tapping of fingers or feet a flushed jaw clenched jaw rigid posture the avoidance of eye contact

Hotel Apology Policy It is the imperative and paramount of improving service, food and the quality of procedures constantly and efficiently. Our guests will assist us in that by giving recommendations, information and of course complaints if they feel a negative variance/inconsistency in our “quality” or standard. To resolve, improve and receive a negative comment most effectively and efficiently, the person responsible for causing a problem must face the customer by him/herself. This is the only way where we can make sure that associates, regardless of positions, have understood and received a customer complaint as effectively as possible, and as a result customer complaints will decrease.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling Dealing with angry customer Once you have recognized an angry customer, the two major steps are: 1. Deal with the person’s feelings • • • •

Empathize Ask questions Give feedback Summarize

2. Deal with the person’s problem • • • •



Find out what the person wants Suggest alternatives Share information Agree on solution Follow up!

Deal with the person’s problem Find out what the customer wants The first step in dealing with the person’s problem is to find out what the person wants you to do. How do you do that? By asking. Suggest alternatives Sometimes you won’t be able to do exactly what your customers want you to do. If you can’t explain why you can’t and tell them what you can do that is closest to what their asking for. Suggest alternatives, allow your customer some choice and help them save face and feel that they’ve participated in the outcome. Share information Share information about your company’s policies and procedures. This will help your customer understand what you are authorized to do. When you share information with the customer, don’t give them too much. Be brief and tell them only what is relevant to their situation. If you can’t resolve the problem, refer it upwards to the manager or supervisor. Never refer the customer “sideways” to someone at your own level. That would only make the customer feel that they are being shuffled around.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

2

Housekeeping

Standard Operating Procedure

Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling Agree on a solution After discussing the problem and the different alternatives for solving it, you and your customer should agree on a course of action. Recommending a course of action shows your concern and will help the customer make a decision. Follow-up Follow up allows checking that the solution to your customer’s problem has worked and that the customer is in fact satisfied. During the follow up you should try to make the customer feel important.

Five steps for handling complaints 1. 2. 3.

Listen and be open-minded, acknowledge by nodding your head that you listen properly and receive the message accordingly. Respond with concern. Show them that you care. Decide on actions based on your level of Authority.

If the complaint is out of your area of responsibility call your supervisor or manager for help 4. Take action promptly/immediately. An “entertainment” might be a good solution at this point, based on your level of Authority. 5. Follow-up – is the customer satisfied and happy? Is the problem corrected? If yes, job well done, if not return to the customer and find-out why not, contact you Supervisor or Manager as well.

Collect information • • • • • •

Guest’s name Room number Complaint/request description Date and Time of request ordered or complaint happened The complaint is to be accordingly recorded and communicated to the Front Office immediately. A feedback/verification call shall be systematically made.

Requests • • • •

The Room Attendant shall politely reply to the guest by giving the correct information and acting accordingly after having carefully listened to the guest’s request. If the Room Attendant is not 100% sure about the way to act, the Room Attendant shall seek for the most suitable person to help him/her. The request is to be accordingly recorded and communicated to the Front Office immediately. A feedback/verification call shall be systematically made.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

3

Housekeeping

Standard Operating Procedure

Update: 06.07.08 / CO-HK-SOP-023

Telephone Handling Objective This SOP shall ensure all telephone conversations are according to hotel standard.

Procedure 1. 2.

3.

4. 5. 6. 7. 8.

All calls (internal and external) are answered within 3 rings. External calls are answered with an appropriate greeting: • Smile ☺ • “Good morning/afternoon/evening (Name of Hotel or Resort).” • “(Name) speaking.” • “How may I assist you?”, “how may I direct your call?” Internal calls are answered with appropriate greeting, department and associate's name: • Smile ☺ • “Good morning/afternoon/evening this is (name of Department)” • “(Name) speaking.” • “How may I assist you?” At the end of the call, associate thanks the caller and let him/her replace the receiver first. • “Thank you for your call, have a good afternoon, day, night Mr/Mrs/Ms Brown.” When placing a caller on hold, the associate firstly asks the caller if he is willing to be put on hold. If the caller has been on hold for 30 seconds, the operator thanks the caller for waiting and asks if the caller would like to remain on hold or if he prefers to leave a message. If the caller requests to speak to a person of the hotel (not a guest) and if this person can not be reached at extension, the associate asks if someone else can help or take a message. If the call is transferred, the associate thanks the caller for the call and informs the caller to whom and where the call is being connected. Associates do not give information about guest’s room number, even if requested from the caller/visitor. Guest has to be informed before and expressly give his permission.

Housekeeping specific • Repeat all the request(s)/statement(s) etc, record time, room number/department and detail of request/statement in the log book. • Convey guest request by phone to Room Attendant/Supervisor etc, to deliver supplies to the guest room immediately. • For sensitive cases etc, forward the caller to the Executive Housekeeper. • Record and log, “action by” and “time”. • Review daily log book and follow-up on any discrepancies.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Guest in Residence Name 1 ROOM

Name 2 ROOM

Name 3 ROOM

Name 4 ROOM

Name 6 ROOM

Name 5 ROOM

101

112

201

214

301

314

102

113

202

215

302

315

103

114

203

216

303

316

104

115

204

217

304

317

105

116

205

218

305

318

106

117

206

219

306

319

107

118

207

220

307

320

108

119

208

221

308

321

109

120

209

222

309

322

110

121

210

223

310

323

111

122

211

224

311

324

123

212

225

312

325

124

213

226

313

326

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

REMARKS

Room

Status

Check

Form

DATE Room Maid Room No. Name1

Morning Shift Name Status Time

Supervisor Afternoon Shift Name Status Time

101 K Villa 102 K Villa 103 K Villa 104 K Villa 105 K Villa 106 K Villa 107 K Villa 108 K Villa 109 K Villa 110 K Villa 111 K Villa

Name2

201 KDXL 202 KDXL 203 KDXL 204 KDXL 205 KDXL 206 KDXL 207 KDXL 301 TSUP 302 TSUP 303 TSUP 304 TSUP 305 TSUP

Name3

401 KSUP 402 KSUP 403 KSUP 404 KSUP 405 KSUP 406 KSUP 407 KSUP 501 TSUP 502 TSUP 503 TSUP 504 TSUP 505 TSUP Executive Housekeeper: Date:

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

Remark

QTY of Setup จํานวน 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 2 2 1 1 1 2 1 1 1 1 1 2

Description Cognac Gin Vodka Whiskey 2 Local Whiskey Sparkling Water Still Water Beer 1 Mosquito Repellent Condoms Beer 2 Fruit Juice Limonade 1 Limonade 2 Limonade 3 Tonic Soda Juice 2 lce Tea Chips Green Tea Canhew Nuts Chocolate Bar 1 Chocolate Bar 2 Smints Aspirin DHR Water (FOC)

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

Price ราคา 700 500 500 500 250 120 120 100 100 100 90 90 70 70 70 70 70 70 70 70 50 50 50 50 50 30

Housekeeping

Standard Operating Procedure

Update: 06.07.08 / CO-HK-RP-005

Lost & Found Tag

Sample: Running No: _________ Guest Name: ______________________

Room No:

________________

Check-In:

________________

Check-Out:

________________

Area found:

______________________

Date:

________________

Description of Item(s): 1. 2. 3. 4. 5.

_______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

Finder:

________________

Department: ________________

Recorder:

________________

Date:

Guest Signature:

________________

Housekeeping/ Security: ________________

________________

The Hotel/Resort takes no responsibility of missing or damaged items found.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Housekeeping

Standard Operating Procedure

Update: 19.06.08 / CO-HK-RP-006

Cleaning Schedule Public Area (Public Cleaner) Date Time 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00

Monday Pbl. Cleaner SUP

Tuesday Pbl. Cleaner SUP

Wednesday Pbl. Cleaner SUP

Thursday Pbl. Cleaner SUP

Friday Pbl. Cleaner SUP

Saturday Pbl. Cleaner SUP

Sunday Pbl. Cleaner SUP

Remarks

Executive Housekeeper: Date:

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

Bill No:

Unit Price Amount 700 500 500 500 250 120 120 100 100 100 90 90 70 70 70 70

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 70 70 70 70 50 50 50 50 50 30

Water free

Aspirin

Smints

Kit Kat

Snicker

Cashew Nuts

Green Tea

Chips (Lays)

Lipton lce Tea Lemon

Orange juice

Soda

Tonic

7Up

Pepsi Max

Pepsi

Kiwi Juice

Singha Beer

Condome

Mosquito Repellent

Heineken Beer

Evian

Perrier Sparkling

Mekhong whisky

Red Lable

Vodka Smimoff

Gordons Dry Gin

Hennessy V.S.O.P

Room No

Date: Name:

Total Tax Amount

Room No

STATUS Morning Shift

TIME IN OUT

Mini-Bar Consumption:

Status Afternoon Shift

Time Duvet Duvet Bed Sheet Bed Sheet IN OUT DLB TWN DLB TWN

Mini-Bar Consumption:

Pillow CASE

Pillow CASE

Bath Hand Face Hand Face TOWEL TOWEL TOWEL TOWEL TOWEL

Remarks

Reported by: Date

Bath MAT

Bath Slippers Bed Runner Bed Runner Water ROBE DLB TWN

Remark

Room No:

Signature:

Guest Name:

LAUNDRY Laundry Count

Hotel Count

Description Handkerchief Underpants Undershirt Socks (Pair) T-Shirt Sport Shirt Long-Sleeve Shirt Jacket (Cotton) Suit Sport Suit Trousers Pyjama Swimming Trunk

Cost Price THB Total 3 3 6 3 6 6 6 6 6 6 6 6 6

Laundry Count

Hotel Count

Laundry Count

Hotel Count

Description Handkerchief Panties/Slip Brassiere Blouse Skirt Dress Slacks Night Grown Swim Suit Shoe Hat Towel

Cost Price THB Total 3 3 3 6 6 6 6 6 6 6 6 6

Description Suit (2 Pcs) Dress Blouse Jacket Skirt Slacks Evening Dress

Cost Price THB Total 4 4 4 4 4 4 4

PRESSING Laundry Count

Hotel Count

Description Suit ( 2 Pcs ) Jacket Trouser T- shirt Shirt Tie Suit Sport suit Short

Cost Price THB Total 4 4 4 4 4 4 4 4 4

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

Date:

Room No 101 Qvilla 102 Qvilla 103 Qvilla 104 Qvilla 121 KDXL 122 KDXL 123 KDXL 131 KDXL 132 KDXL 133 KDXL 211 KSUP 212 TSUP 213 KSUP

Supervisor: Time 11.00

17.00 Remark Room No 221 KSUP 222 TSUP 223 KSUP 224 TSUP 225 KSUP 226 TSUP 231 KSUP 232 TSUP 233 KSUP 234 TSUP 235 KSUP 236 TSUP 311 KSUP

OD = OCCUPIED DIRTY OC = OCCUPIED CLEAN VD = VACANT DIRTY VC = VACANT CLEAN

VCI

Time 11.00 17.00 Remark

= VACANT CLEANED INSPECTED

DU = DAY USE SO = SLEEP OUT OOS = OUT OF SERVICE

No. of OOO No. of VCI No. of VD Total of CIT Total of CO Total In-H Guest © This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

Time 11.00 17.00 Remark

Room No 322 TSUP 323 KSUP 331 KSUP 332 KSUP 333 KSUP 412 KSUP 412 TSUP 413 KSUP 414 TSUP 415 KSUP 416 TSUP 421 KSUP 422 TSUP CO = CHECK OUT DND = DO NOT DISTURB OOO = OUT OF ORDER EB = EXTRA BED Room No. =

Remark :

No. of Ex. Bed = Remark :

ODD

CIT

Room No 426 TSUP 431 KSUP 432 TSUP 433 KSUP 434 TSUP 435 KSUP 436 TSUP 511 TSUP 512 TSUP 513 TSUP 514 TSUP 521 TSUP 522 TSUP

Time 11.00 17.00 Remark

= DUE OUT or DEPARTURE

= CHECK IN TODAY

Housekeeping

Standard Operating Procedure

Update: 01.07.08 / CO-HK-RP-011

Sending & Returning of Laundry (Boy Room) Items

Hotel OUT

Laundry IN

Remark

Laundry OUT

Hotel IN

Remark

Bed Sheet K Bed Sheet S Pillow Case Baby cot ชุดเครื่องนอนเด็ก Bath Towel - Large Bath Towel - Small Hand Towel Face Towel Bath Mat Bad Pcd Blanket - Large Blanket - Small Bed Spraed - Largo Bed Spraed - Small Duvet Cover King Duvet Cover Twin Kimon Beach Towel - Large Beach Towel - Small Table Cloth Buffet Table Cloch Whire / Table Top ปูโตะกลม Napkln Table Skiris Large Table Skiris Small Plate Mat Glass Mat Curtain - Latge Curtain - Middle Curtain - Small Bed Sklrts Latge Bed Sklrts Small Chair Cover - Latge Chair Cover - Small Cushion Cover Shower - Curtain Plastic Apron Carpet - Large Carpet - Small Lamp Chade พรมเล็ก (พรมแบบถูก) Rag Dust Mop Slippere Laundry Bag Total Signature Room Boy: Date:

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

1

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