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Hotel HousekeepingTraining Manual with 150 SOP Hotelier Tanji Owner www.hospitality-school.com

Copyright © 2013 Hotelier Tanji All rights reserved. ISBN: 1490480366 ISBN-13: 978-1490480367

ACKNOWLEDGEMENTHello, I am Hotelier Tanji, owner of www.hospitality-school.com, world’smost popular free hotel & restaurant management training web site,running from December 2009. This book is a comprehensive collection of150 professional housekeeping standard operating procedures (SOP). Inlast 3 years we got immense praise and support from our readers. Thisbook is an attempt to give something back to our readers. Thanks forpurchasing this book.

Table of ContentsNo. Topic Page 1. Trolley Setup No. 2. Entering Guest Room 3. Cleaning Guest Room 1 4. Cleaning Guest Bathroom 1-2 5. Cleaning Guest Bed 2-3 6. How to Care the Housekeeping Cleaning Equipments 4-5 7. Correct Chemical Usage 5-6 8. Cleaning Light Fixtures 6-7 9. Cleaning Lobby Area 7-810. Cleaning Public Area Toilet 8-911. Cleaning F&B Outlet 9-1112. Cleaning the Front Desk Area 11-1313. Cleaning Back of the House Staircase 13-1514. Cleaning Elevator 15 1615. Daily Carpet Maintenance 16-1816. Room Key Handling17. How to Handle DND Rooms 18-1918. How to Prevent a Fire 1919. Lost & Found Handling20. Grooming & Appearance 20-2121. Check Uniform & How to Grooming Standards Grooming & 21-22 22-23 Appearance22. Body Language & Attitude 2423. How to Conduct Briefing 24-2524. Communicate with Housekeeping Department25. How to Greet the Guest 2626. Dect Phone Control 26-2727. Occupational Health and Safety 27-2828. Monthly Linen Inventory29. Master Key Sign out Procedure 2830. Sign in Procedure 29-3031. Sign out Procedure32. Guest Room Amenities & Supplies Set Up 30 30-31 32 32-33 33-34 34

Hotel Housekeeping Training Manual with 150 SOP33. Do Not Disturb ” Procedure for Rooms 34-3534. Clean Room Procedure 35-3635. How to Clean Electric Kettle36. How to Clean the Glasses 3737. How to Clean Ice Bucket 37-3838. How to Change Pillow Case 38-3939. How to Remove Laundry Wooden Boxes / Hangers40. Reporting to the Guest Floor 3941. How to Make up Bed 4042. How to Clean the Bath Room Floor 40-4143. How to Clean the Mini Bar 41-4244. How to Dust the Furniture 42-4345. How to clean the mirror 43-4446. How to Clean the Bath Tub 4447. How to Clean Shower Room 44-4548. How to Clean the Bath Room Wall 4549. How to Clean the Vanity Top and Hand Basin 4650. How to Clean / Polish the Bathroom Fittings 46-4751. How to Clean the Toilet Bowl 47-4852. How to Vacuum the Carpet 4853. How to Clean the Telephone Set 48-4954. How to Handle Wake-up Call 50-5155. Guest Shoe Shine Service 5156. Safe Deposit Box Needs to be Opened in Checked out guest 52 52-53 room 5457. How to Handle the Left Guest Room Vine Card58. Extra Bed and Baby Cot Procedure 5459. Guest Laundry Pick up During Room Check 55 55-5660. Guest Laundry Pick up Requirement via Receiving Call 56-5761. Fold Towel62. How to Remove Room Service Basket 5763. How to Clean Guest Floor Corridor 57-5864. How to Assist Guest with Luggage/Parcel65. Mini-Bar Consumption Check 5866. Mini-Bar Daily Replenishment 5967. Breakage, Loss and Damage Procedure 59-6068. How to Handle “Open Door” Request 60 60-61 61v

69. How to Check Guest Floor Corridor www.hospitality-school.com70. How to Inspect Bathroom71. Care and Handling of Guest’s Belongings 6272. Returning Keys and Worksheet 62-6473. Check into Housekeeping Office 64-6574. Vacuum Carpet after Washed75. How to Escort Guest to Elevator 6576. Cleaning chemical using in Housekeeping 6677. How to Polish Wooden Surface 66-6778. How to use and clean a Vacuum Cleaner 6779. Guest Laundry Emergency 67-6880. Super Clean Program 68-6981. One Entry Room System 69-7082. Zero Room Defects 7083. Turn Down Service 70-7384. Push Brush Sweeping 73-7485. Dust Mopping 74-7586. Wet Mopping 76-7787. Wall washing by Hand 7788. How to Clean the A/C Grill 7889. How to Shampoo Carpet ---Extraction 78-7990. How to Clean Upholstery Fabric 79-8091. How to Clean Wall-paper 80-8192. Cleaning of Office 81-8293. Cloak Room Procedure 82-8394. Staircase Cleaning 8395. How to Clean Windows 83-8596. Stone Floor Scrubbing 85-8697. How to Spot Clean Carpets 8698. Dry Foam Shampoo on Carpet 8799. Cleaning of Outlets 87-88100. Inspection of Back of House 88-90101. Cleaning of Lobby 90-91102. PA. Store Room 91-92103. Cleaning Supplies and Equipment Return 92-93104. How to Polish Brass 93-95105. How to Clean Skidproof and Dustproof Pad 95-96106. How to Crystallization for Marble Floor 96 97 vi 97-98 98

Hotel Housekeeping Training Manual with 150 SOP 98-99 99-100107. How to Maintain and Clean Leather Surface108. Guest on Loan Items Control 101109. Cleaning of Pantry/Store Room 101-102110. Washroom Care 102-103111. Check into Public Area Service Associates 103-104112. Prepare Daily Work Allocation 104-105113. Lobby Inspection 105-106114. Inspection of Lifts 106-108115. Inspection of Restroom 108-109116. Inspection of Outlets 109-110117. Inspection of Back Stairs 110-111118. Inspection of Pantry/Store room 111-112119. Guest Laundry Check120. How to Handle Laundry Discrepancy 112121. Damage Laundry Confirmation 113122. Guest Laundry Deposit Service 114123. How to Handle Guest Laundry Express and Pressing Service. 114-115124. Guest Laundry Delivering 115-116125. D.N.D Room Guest Laundry Service 116-117126. Guest Complaining Handling 117-118127. Linen Discard 118-119128. Preparation for a Guest’s Arrival 119-120129. Rooming a Guest 120-122130. Uniform Cleaning and Maintenance 122-123131. Guest Welcome Tea Service 123-124132. Checking the Logbook133. How to Serve Food to the Guest 125134. How To Serve The Drink To The Guest 125-126135. Answering an Internal Call 126-127136. Answering an External Call 127-128137. Making an Internal Call 128-129138. Making an External Call139. Mattress Turning 129140. How to Escort Guest And Sent A Guest At The Table 130141. How to Strip & Seal the Floor 130-131142. Cleaning Public Restrooms 131-132143. Furniture Removal / Relocation 132-134 vii 134-136 136-137

144. Wet Mattresses – Cleaning Procedure www.hospitality-school.com145. How to Clean & Defrost the Refrigerator146. How to Operate the Scrubbing Machine 137-138147. Routine or Daily Floor Maintenance Cycle 138-139148. How to Damp Mop 139-140149. How to Care & Clean the Sun-umbrella 140-141150. How to Operate the Buffing Machine 141-142 142 143 viii

Hotel Housekeeping Training Manual with 150 SOP PREFACEHousekeeping maybe defined as the provision of clean comfortable and safe environment.Housekeeping is an operational department of the hotel. It is responsible for cleanliness,maintenance, aesthetic upkeep of rooms, public areas, back areas and surroundings.Housekeeping Department – is the backbone of a hotel. It is in fact the biggest department ofthe hotel organization.Hotel Housekeeping Training Manual with 150 SOP, 1st edition comes out as acomprehensive collection of some must read hotel & restaurant housekeeping managementtraining tutorials written by hospitality-school.com writing team. All contents of thismanual are the product of Years of Experience, Suggestions and corrections. Efforts havebeen made to make this manual as complete as possible. This manual was made intended foryou to serve as guide. Your task is to familiarize with the contents of this manual and applyit on your daily duties at all times.Our motto behind writing this book is not to replace outstanding text books onhousekeeping operation of hospitality industry rather add something that readers will findmore practical and interesting to read. This training manual is ideal for both students andprofessional hoteliers and restaurateurs who are associated with hospitality industry whichis one of the most interesting, dynamic, and exciting industries in the world.We would like to wish all the very best to all our readers. Very soon our training manuals,covering various segments of hotel & restaurant industry will come out. Keep visiting ourblog hospitality-school.com to get free tutorials regularly.RegardsWriting Team of hospitality-school.com ix

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Hotel Housekeeping Training Manual with 150 SOPImage: Hotel Housekeeping Staff with a Mid Cart xi

SOP-1: Trolley SetupPolicyTrolley needs to be equipped with all items needed for operations.PurposeTo make sure that the trolley has been put up in a correct way with sufficient items foreveryday operations.Standards 1. To setup maid trolley 2. To put sufficient items on itProcedures 1. Every maid has to setup their trolley every time they come to work and before they going back from work. 2. Items to be putted on the trolley must sufficient enough for the cleaning operation for that particular day. 3. Do not overload the trolley with amenities and linens as it’ll make damages to the trolley itself. 4. It is better not to overly stack items on top of the trolley as it will distract maid’s viewing while pushing the trolley. 5. Maid has to make sure that they handle the trolley correctly for not to accidentally hit the wall and torn the wallpaper. SOP-2: Entering Guest RoomPolicyTo make sure that maids use the proper and accepted way of cleaning guest room, byfollowing the right steps.Hotel Housekeeping Training Manual with 150 SOP Page 1

SOP-150: How to Operate the Buffing MachinePolicyHow to operate the scrubbing machine through maintaining step by step procedures.Procedures1. Obtain The Buffing Machine Ensure that it is in working condition. Handle with care to avoid any damage to surrounding object and area.2. Check the Buffing Pad Lift up the machine and take out the flexible driving disc so that you can put on the pad. Ensure it is in correct placement and in efficient thickness and the disc is tightened firmly and not be vibratos.3. Check the Plug and the Flex Release the flex from the machine and check if the flex or plug is damaged. Report if it is. There should be no worn area, torn or broken.4. Plug into the Socket and switch On the Machine Hands must be dry to avoid electrocution.5. Buffing the Floor Push the machine sideways or front ways. Make sure the whole floor is buffed and any moveable machine is place back after buffing.6. Finish Buffing Press the switch button to OFF position and take out the plug from the socket. Ensure the plug is not taken off before switching off the machine.Hotel Housekeeping Training Manual with 150 SOP Page 143