Hotel Housekeeping

Standard OPERATING
Procedures
(SOP)
 The efforts of housekeeping speak
for themselves. The housekeeping
staff needs to execute cleaning and
maintenance tasks at various places
inside the hotel. The most important
task is cleaning and maintaining
guest rooms and guest bathrooms.
The guests assess the cleanliness in
this area critically.
 Setting Chambermaid’s Trolley

 The chambermaid’s trolley can be

viewed as a large tool box on wheels
to aid the hotel housekeeping staff. It
has a number of compartments and
shelves of various sizes.
 The staff considers the following points while
loading chambermaid’s trolley.

 Loading the trolley with adequate supplies

depending upon the number and types of the
rooms on the floor.
 Avoiding to overload the trolley that may lead
to any accidents.
 Avoiding to underload the trolley that may lead
to make unnecessary trips to supplies store.
 The SOP is given as follows −
 Empty the trolley.
 Check rapidly for any broken parts.
 Clean it by dusting and wiping any stains.
 Place the items according to their weight:
heaviest items at the bottom and lighter
items at the top section of the trolley.
 Place the linen for different purpose
separately.
 Close the lids of cleaner bottles and liquid cans
tightly.
 Record the numbers and types of the items loaded in
the trolley for the rooms.
 Collect the room keys.
 Take the trolley to the assigned duty floor.
 Park it outside the room such that the linen side
faces outside and the room entrance is blocked.
 SOP for Entering the Guest Room
 Leave the DND (Do not Disturb) rooms undisturbed.
 Knock the door with knuckles and announce in pleasant
voice, “Housekeeping…”.
 Wait for five seconds to hear the guest’s response.
 In case of no response, announce the same again.
 In there is no answer second time too, open the door with
the key.
 Enter the room.
 If the guest is found sleeping, withdraw from
the room quietly.
 In case the guest answers, ask politely when
would he like to service the room.
 In case the guest wants it later, acknowledge
his reply and withdraw from the room.
 If the housekeeping work is in progress and
the guest returns from outside, greet him and
ask if the guest would like to return in some
time.
 SOPs for Cleaning the Guest Room
The SOP for cleaning the guest room is given below. Once the staff
enters the room and starts the housekeeping work, he must −
 Not use guest room linen as a door stopper or for cleaning and
dusting the room.
 Keep the guest room door open while working.
 Open the curtains and patio door.
 Assemble the furniture and place appropriately.
 Keep the vacuum cleaner and other cleaning apparatus in the room.
 Check the type of bed.
 Take the bed linen of appropriate size and place it on
the nearest chair.
 Remove previous bedspread and place on the chair.
 Inspect the bed and pillows for their condition as well
as for any lost-and-found.
 In case of checkout room, deposit the left guest items to
the floor supervisor. If the room is still occupied by the
guest, place the item such that it is safe as well as
visible to the guest.
 Put soiled sheets and pillow covers in the soiled linen
cart of the trolley.
 Empty ashtrays and rubbish from the guest room and
bathroom dustbins into the trash cart of the trolley.
 Pick up used glasses, mugs, ashtray, trays, and place
them on bathroom platform.
 Spray the bathtub, basin, glasses, mugs, and trays
with cleaning liquid. Let them soak the chemicals from
the liquid.
 Make the bed.
 Start dusting from an extreme inside corner of the
room and work outwards.
 Clean wipe TV.
 Straighten the guest items.
 Sweep the room and patio floor.
 Mop the room and patio floor.
 Clean the glasses, mugs, and tray.
 Sanitize glasses, mugs, telephone
device, and TV remote.
 Inspect the condition of bathroom
slippers and bathrobe. Replace if soiled.
 Close the patio door.
 Close all the curtains.
 Clean the entrance door.
 Close and lock the room door.
 Report any damage spotted to
the supervisor.
 SOPs for Cleaning the Guest Bath Room

 The SOP for cleaning the guest bathroom is given

below.
1.Open bathroom ventilation.
2.Sweep the bathroom floor.
3.Scrub and finish the platform, bathtub, and basin.
4.Scrub and finish the toilet bowl, rim, ring, and
hinge.
5.Wipe the mirror.
6.Clean bathroom walls using wet mop or
sponge.
7.Replace amenities such as toilet roll, toilet
block, shampoo, conditioners, and moisturizers.
8.Replace bathroom mat.
9.Wipe down shower curtain working from top
to bottom with a dry cloth.
10.Replace bath towels and hand towels.
11Replace the dustbin liner.
12Close the bathroom ventilation.
13Clean the bathroom door.
14Keep the bathroom door open after cleaning.
15Check bathroom doormat. Replace if required.
16Report any damage spotted to the supervisor.
 SOPs for Cleaning Balcony / Patio
 The balcony or the patio are the
extensions of the guest room. The
SOPs for cleaning them are given
below.
 Enter the balcony.
 Spray walls, railings
 Scrub and clean the bird droppings
 Wipe down rocking or sitting chairs
and table
 Clean the door tracks appeared on the
floor.
 Sweep the floor.
 Mop the floor.
 SOPs for Do-Not-Disturb (DND) Rooms
 Every room has to be entered at least once a day by any
housekeeping staff. The guests who do not want to get
disturbed by any housekeeping service tag their rooms
with a Do-Not-Disturb (DND) sign.
 The SOP for these rooms is as given below.
 Do not disturb by placing a call until 2:00 o’clock in the
noon.
 After 2:00 p.m., the Supervisor calls the room to know the
guest’s needs.
 The housekeeping staff contacts the supervisor
to make sure whether to service the room.
 If the call was not answered by the guest after
two calling attempts, the room is serviced.
 To his best judgement, the housekeeping staff
enters the room and continues with the usual
housekeeping work.
 Public Area Cleaning SOP

 There are various public areas

frequented by the hotel guests.
The areas and their respective
SOPs for housekeeping are as
given −
SOPs for Cleaning the Lifts

 Carry out the lift cleaning task early

morning when the least number of
guests are expected to use it.
 Call the elevator on the ground
floor.
 Open its door.
 Put appropriate signboard near it.
 Clean the lift using the appropriate cleaning
liquid according to the wall material of the lift
cabin.
 Wipe the lift doors.
 Work from top to bottom while cleaning a lift
cabin.
 Keep the lift door open till the floor and walls
are dried completely.
 Spray clean air freshener.
 SOPs for Cleaning the Front Office and Lobby

 The lobby is active 24 hours. The furniture, carpets, flooring, and

ceiling; everything needs to be kept extremely clean at any given
time. The SOPs are as follows −
 Clear all ashtrays into the trash ensuring no cigarettes are
burning.
 Clean and restore them to proper places.
 Clear the dustbins near front office desk.
 Replace their lining and keep them as they were.
 Dust and wipe the telephone device, fax
machine, Computers, and kiosks.
Sanitize the telephone device, computer
key board, and touchpad of the kiosk.
 Remove spider webs from ceiling.
 Remove the dust deposited on walls,
windows, furniture, and floor.
 Remove stains on the carpet and furniture.
 Clean all artifacts using damp and soft cloth
carefully.
 Sweep and mop the flooring of lobby and front
office desk area.
 Dust and polish any vases, paintings, and art
pieces.
 Spray the air clean spray with signature aroma.
 Play a very light and soothing instrumental music
_____1. Check bathroom doormat. Replace if required.
_____2.Sweep the bathroom floor
_____3.Open bathroom ventilation.
____4. Wipe the mirror.
____5. Wipe down shower curtain working from top to bottom with a 17. __________.
____6.Clean bathroom walls using wet mop or sponge.
____7. Replace bath towels and hand towels.
____8.Replace bathroom mat.
____9. Scrub and finish the toilet bowl, 18. _____, ring, and hinge.
____10. Clean the bathroom door.
____11.Replace the 19. _________ liner.
____12.Close the bathroom ventilation.
____13. Report any damage spotted to the supervisor
____14.Keep the bathroom door open after cleaning.
____15. Scrub and finish the platform, 20. _________, and basin.
____16. Close the bathroom ventilation.
Quiz # ____
1- 2 . Explain. What is Alcohol Intoxication ?
3. From what time is the TURN DOWN service usually
done ?
4-5. Between a Check-out Room and Make- up Room, which
one will you do first and WHY?
6-7. Discuss the difference between Servicing a room and
making up a room.
8. If the call was not answered by the guest after two
calling attempts, the room is_________.
9-11. Give three(3) examples of things that you are going to
dust and wipe in the lobby or front office desk.
12. When is the time you will clean the lift ?
13. Where are you going to clean the lift?
14-16. Give three signs or symptoms of
alcohol intoxication.
17-19. Give three assistance that can be given
to an intoxicated person.
20. What do you mean by SOP?