Hotel Housekeeping Training Manual with 150 SOP

Hotelier Tanji
Owner www.hospitality-school.com

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

ACKNOWLEDGEMENT
Hello, I am Hotelier Tanji, owner of www.hospitality-school.com, worlds most popular free hotel & restaurant management training web site, running from December 2009. This book is a comprehensive collection of 150 professional housekeeping standard operating procedures (SOP). In last 3 years we got immense praise and support from our readers. This book is an attempt to give something back to our readers. Thanks for purchasing this book.

Table of Contents
No.

Topic Trolley Setup Entering Guest Room Cleaning Guest Room Cleaning Guest Bathroom Cleaning Guest Bed How to Care the Housekeeping Cleaning Equipments Correct Chemical Usage Cleaning Light Fixtures Cleaning Lobby Area Cleaning Public Area Toilet Cleaning F&B Outlet Cleaning the Front Desk Area Cleaning Back of the House Staircase Cleaning Elevator Daily Carpet Maintenance Room Key Handling How to Handle DND Rooms How to Prevent a Fire Lost & Found Handling Grooming & Appearance Check Uniform & How to Grooming Standards Grooming & Appearance Body Language & Attitude How to Conduct Briefing Communicate with Housekeeping Department How to Greet the Guest Dect Phone Control Occupational Health and Safety Monthly Linen Inventory Master Key Sign out Procedure Sign in Procedure Sign out Procedure Guest Room Amenities & Supplies Set Up

Page No.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32.

1 1-2 2-3 4-5 5-6 6-7 7-8 8-9 9-11 11-13 13-15 15 16 16-18 18-19 19 20-21 21-22 22-23 24 24-25 26 26-27 27-28 28 29-30 30 30-31 32 32-33 33-34 34

Hotel Housekeeping Training Manual with 150 SOP

33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68.

Do Not Disturb Procedure for Rooms Clean Room Procedure How to Clean Electric Kettle How to Clean the Glasses How to Clean Ice Bucket How to Change Pillow Case How to Remove Laundry Wooden Boxes / Hangers Reporting to the Guest Floor How to Make up Bed How to Clean the Bath Room Floor How to Clean the Mini Bar How to Dust the Furniture How to clean the mirror How to Clean the Bath Tub How to Clean Shower Room How to Clean the Bath Room Wall How to Clean the Vanity Top and Hand Basin How to Clean / Polish the Bathroom Fittings How to Clean the Toilet Bowl How to Vacuum the Carpet How to Clean the Telephone Set How to Handle Wake-up Call Guest Shoe Shine Service Safe Deposit Box Needs to be Opened in Checked out guest room How to Handle the Left Guest Room Vine Card Extra Bed and Baby Cot Procedure Guest Laundry Pick up During Room Check Guest Laundry Pick up Requirement via Receiving Call Fold Towel How to Remove Room Service Basket How to Clean Guest Floor Corridor How to Assist Guest with Luggage/Parcel Mini-Bar Consumption Check Mini-Bar Daily Replenishment Breakage, Loss and Damage Procedure How to Handle Open Door Request
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34-35 35-36 37 37-38 38-39 39 40 40-41 41-42 42-43 43-44 44 44-45 45 46 46-47 47-48 48 48-49 50-51 51 52 52-53 54 54 55 55-56 56-57 57 57-58 58 59 59-60 60 60-61 61

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69. 70. 71. 72. 73. 74. 75. 76. 77. 78. 79. 80. 81. 82. 83. 84. 85. 86. 87. 88. 89. 90. 91. 92. 93. 94. 95. 96. 97. 98. 99. 100. 101. 102. 103. 104. 105. 106.

How to Check Guest Floor Corridor How to Inspect Bathroom Care and Handling of Guests Belongings Returning Keys and Worksheet Check into Housekeeping Office Vacuum Carpet after Washed How to Escort Guest to Elevator Cleaning chemical using in Housekeeping How to Polish Wooden Surface How to use and clean a Vacuum Cleaner Guest Laundry Emergency Super Clean Program One Entry Room System Zero Room Defects Turn Down Service Push Brush Sweeping Dust Mopping Wet Mopping Wall washing by Hand How to Clean the A/C Grill How to Shampoo Carpet ---Extraction How to Clean Upholstery Fabric How to Clean Wall-paper Cleaning of Office Cloak Room Procedure Staircase Cleaning How to Clean Windows Stone Floor Scrubbing How to Spot Clean Carpets Dry Foam Shampoo on Carpet Cleaning of Outlets Inspection of Back of House Cleaning of Lobby PA. Store Room Cleaning Supplies and Equipment Return How to Polish Brass How to Clean Skidproof and Dustproof Pad How to Crystallization for Marble Floor
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62 62-64 64-65 65 66 66-67 67 67-68 68-69 69-70 70 70-73 73-74 74-75 76-77 77 78 78-79 79-80 80-81 81-82 82-83 83 83-85 85-86 86 87 87-88 88-90 90-91 91-92 92-93 93-95 95-96 96 97 97-98 98

Hotel Housekeeping Training Manual with 150 SOP

107. 108. 109. 110. 111. 112. 113. 114. 115. 116. 117. 118. 119. 120. 121. 122. 123. 124. 125. 126. 127. 128. 129. 130. 131. 132. 133. 134. 135. 136. 137. 138. 139. 140. 141. 142. 143.

How to Maintain and Clean Leather Surface Guest on Loan Items Control Cleaning of Pantry/Store Room Washroom Care Check into Public Area Service Associates Prepare Daily Work Allocation Lobby Inspection Inspection of Lifts Inspection of Restroom Inspection of Outlets Inspection of Back Stairs Inspection of Pantry/Store room Guest Laundry Check How to Handle Laundry Discrepancy Damage Laundry Confirmation Guest Laundry Deposit Service How to Handle Guest Laundry Express and Pressing Service. Guest Laundry Delivering D.N.D Room Guest Laundry Service Guest Complaining Handling Linen Discard Preparation for a Guests Arrival Rooming a Guest Uniform Cleaning and Maintenance Guest Welcome Tea Service Checking the Logbook How to Serve Food to the Guest How To Serve The Drink To The Guest Answering an Internal Call Answering an External Call Making an Internal Call Making an External Call Mattress Turning How to Escort Guest And Sent A Guest At The Table How to Strip & Seal the Floor Cleaning Public Restrooms Furniture Removal / Relocation
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98-99 99-100 101 101-102 102-103 103-104 104-105 105-106 106-108 108-109 109-110 110-111 111-112 112 113 114 114-115 115-116 116-117 117-118 118-119 119-120 120-122 122-123 123-124 125 125-126 126-127 127-128 128-129 129 130 130-131 131-132 132-134 134-136 136-137

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144. 145. 146. 147. 148. 149. 150.

Wet Mattresses Cleaning Procedure How to Clean & Defrost the Refrigerator How to Operate the Scrubbing Machine Routine or Daily Floor Maintenance Cycle How to Damp Mop How to Care & Clean the Sun-umbrella How to Operate the Buffing Machine

137-138 138-139 139-140 140-141 141-142 142 143

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Hotel Housekeeping Training Manual with 150 SOP

PREFACE
Housekeeping 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 of the hotel organization. Hotel Housekeeping Training Manual with 150 SOP, 1st edition comes out as a comprehensive collection of some must read hotel & restaurant housekeeping management training tutorials written by hospitality-school.com writing team. All contents of this manual are the product of Years of Experience, Suggestions and corrections. Efforts have been made to make this manual as complete as possible. This manual was made intended for you to serve as guide. Your task is to familiarize with the contents of this manual and apply it on your daily duties at all times. Our motto behind writing this book is not to replace outstanding text books on housekeeping operation of hospitality industry rather add something that readers will find more practical and interesting to read. This training manual is ideal for both students and professional hoteliers and restaurateurs who are associated with hospitality industry which is 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 our blog hospitality-school.com to get free tutorials regularly. Regards Writing Team of hospitality-school.com

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Hotel Housekeeping Training Manual with 150 SOP

Image: Hotel Housekeeping Staff with a Mid Cart

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SOP-1: Trolley Setup

Policy Trolley needs to be equipped with all items needed for operations. Purpose To make sure that the trolley has been put up in a correct way with sufficient items for everyday operations. Standards 1. To setup maid trolley 2. To put sufficient items on it Procedures 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 itll make damages to the trolley itself. 4. It is better not to overly stack items on top of the trolley as it will distract maids 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 Room

Policy To make sure that maids use the proper and accepted way of cleaning guest room, by following the right steps.
Hotel Housekeeping Training Manual with 150 SOP
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SOP-150: How to Operate the Buffing Machine

Policy How to operate the scrubbing machine through maintaining step by step procedures. Procedures 1. 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

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