When entering the facility before work begins. priority. (D) If the guest is in the room while servicing and cleaning the room: Room … Reporting Requirements 10 CHAPTER 2. Q5. On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile. DEPARTURE Guest Room Cleaning and BATHROOM Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”. All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner. Staffs have to greet the guest with a smile depending on the time of the day: Find out the exact details required, by listening carefully and noting it down. © Setupmyhotel 2021 - All rights reserved. The user will contact his/her supervisor just before entering the cold room and immediately after they leave the cold room. Q4. Cleaning Guest Room Procedures 1. Guest’s personal clothing, toiletries and other articles will be neatly straightened and left in the same place they were found. Enter the room according to the procedure of entry to guestrooms. (Maintain photograph for standard amenity placement). Ask appropriate questions about requirements. See you around and happy Hoteliering. • firstly , room attendant must make sure all supplies and equipments are in the trolley. Make the bed, follow the bed making procedure. Then start from the farthest point in the room again, working your way back to the entrance of the room by vacuuming. Beginning Tasks 23. Enter into the Change Room, remove the street foot-wears & keep the street footwear in the shoe locker provided in the change room. Perform dusting of the room. All drawers and cupboards are checked for any lost and found of guest. All glassware and Ashtrays have to be cleaned. 1. SOP Number: HK - 02 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Q5. General Information . This SOP is applicable to all plant employee (Gents) entering from primary change rooms. SOP – Housekeeping - Entering rooms and greeting guests SOP Number: HK - 01 ( SOP serial number and department code ) Department: Housekeeping – Guest Room Maintaining As you open the door announce “maintenance” one last time. c. Wait 10 seconds for guest to respond. If a delivery must be made and there is a privacy sign at the door, call the room from the nearest house phone and announce yourself, asking for permission to knock or enter the guest room. Never knock on a guest room that has hung a privacy sign, even if a request has been made. Posting is done consecutively in the order of transactions on a given date. When the guest opens the room, wish him according to the time of the day, using his / her name “Good morning Ms. Brown, My name is Tono from Room Service.” Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.” If it’s in the morning, take the paper from the door and place it in the rack or in the writing table neatly. After placing the tray introduce yourself and enquire from the guest whether he would like … Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. 2. As much as possible allocate a room close to or on the same floor to the existing room and describe it to the guest. Announce yourself b. Ask to see the guest’s room key to verify that the key and room number match. Collect the soiled linen and throw in the linen bag. All amenities are replenished in bathroom. Bathroom is cleaned according to procedure. h. If NO Bell in the room then knocks on the door trice with knuckles announcing the department. Other hand most of the hotel margin comes through guest rooms.Here it become a huge responsibility for Housekeeping department to provide a neat and tidy Room to the guests.In this article we will learn … Guest folio records each early of guest transaction. Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door … KRC Cold Room SOP 71813 1 KRC Cold Room Standard Operating Guidelines . All occupied rooms are serviced twice daily and as and when requested by the guest. Standard caging and husbandry (SOP #400 & #413) b. Inform the guest about e-mail for cancellation charges. SOP Number: HK - 01 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. If the guest allows you to enter by calling out “Come In”, you may enter the guest room. Start from the farthest point in the room, working your way back to the entrance of the room with a broom, edging all of the carpet. SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. guestroom security viewer with the name tag visible to the guest. SOPs / Engineering / Entering The Guest Room. After knocking the door how long should you wait? Collect the soiled linen and throw in the linen bag. The front office staff needs to manage at least two sets of the keys. If there is a Do Not Disturb put the DND slip into the room. are noted on the sheet. Q1. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. https://parbinanusantara.blogspot.com/2015/10/kosong_55.html After servicing the room following facilities function to be checked. Begin cleaning. Q4. This includes every bar of soap or bottle of shower gel, body lotion, shampoo, and all other amenities, such as robes and slippers. Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time. As the guest opens the door wish the guest by his name and the time of the day. Confirm all the details back to the guest at the time of enquiry to ensure correct information. What has to be done if there is a delay in the requested service? Cleaning guest room procedures 2. Clear the garbage according to the procedure of removal of garbage from dustbins. Make the bed, follow the bed making procedure. Give the guest required time to finish his/her current work and wait until the guest comes. The tray will be placed at the guest’s convenience. In case of no response, announce the same again. After entering the room, turn on allthe lights. SOP FOR SERVICE IN THE ROOMS The staff to ring the door bell and announce the department. • pull trolley next to the door. In cases where rooms display a “Do Not Disturb” sign, a card will be placed under the door inviting guests to call for service if desired. Fold the duster and make it … [SOP] Housekeeping – Dusting Read More » Department: Housekeeping . Whom to be reported in case you find any issues with TV / Bulbs etc? Q2. The guest will be called after 15 minutes to check if they are satisfied and happy with their meal. Houseman knocks the guestroom door thrice. All items used by the previous guest are changed with fresh ones. check for "double lock" or "do not disturb" sign. SOP for Controlling Guest Room Keys. Left guest items to be deposited at Housekeeping control Desk. Speak quietly, especially in the early morning hours or late at night. Purpose and Scope 5 Section 2. If there is still no answer, use the master key to open the door announcing Housekeeping and enter the room while knocking. Entering Room n Greeting; Ext Bed N Sofa Cum Bed Making ; Floor Pantry; Baby Sitting Service ; Laundry For Using Dryers; Laundry Load n Unload; Making Bed ; Packing For OOO Rooms; Preapare Guest Room For Cleaning ; Restock Bathroom Supplies; SOP HK 3. finished. Q2. g. Disposal of carcasses (SOP #017). Vacuuming of carpet and the upholstery maintenance. Greet the Ask the guest where he would like his tray to be placed. d. If there is no response then press the door bell gain and wait. Do not deliver any items into the room if nobody answers. How to find out the guest requirements? The door of the room must remain closed until the following procedure has been completed. Room has to be spic and span at every given time. if there is none, knock on the door and announce presence. Personal Protective Equipment (PPE)3 should be removed and hand hygiene carried out immediately prior to leaving the room/ area. Hotel Room Inventory Making room inventory is a continuous process in any hotel industry. Bed is made according to procedure for bed making. Knock firmly three times on the guest’s door (Door bell ) a. 22. 9) The supervisor is responsible for checking on the user at the appointed time of their SOP for Entering the Guest Room Leave the DND (Do not Disturb) rooms undisturbed. Name of the SOP: Vacuuming an area. If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him. Every successful Housekeeper once was a Room attendant first. a. All maintenance work are noted and given to the Engineering department. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’? All guest amenities in room have to be replenished. Observe the sign on the door. This recording process is called posting. It is important that you following these steps when entering the guestroom: 1. Dusting Guest Room; SOP HK 2. Inform room status to the Housekeeping control desk. SOPs for Cleaning the Guest Room Guest Room cleaning is the most basic task in Housekeeping department. Name of the SOP: Dusting the Guest Room – HK 0001 Department: Housekeeping Objective : To provide a clean, hygienic and dust free environment to all our guest Procedure Identify the area for dusting ( rooms, public area, corridor, etc.) If Do Not Disturb sign was not there, position your selves in front of the. Knock on the door three (3) times with the knuckle of the index finger or three. Completion time is written as each room is. SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. Enter the room according to the procedure of entry to guestrooms. If there is no answer, after 15 seconds knock the door again the second time announcing Housekeeping. Every housekeeper, in every room, needs to be making sure that amenities are placed in the room in the correct number. Objective : To ensure the area is free of dust and is clean of debris. Stand outside of the room through maintaining accurate distance from the door. General Requirements 6 Section 3. See you around and happy Hoteliering. What all to be check after servicing the room? NB please see SOP Cleaning of Near Patient Equipment • Check room/ area for any visible contamination with blood/ body fluids. The average time to clean a guest room is about 20 minutes. The number of sets may vary according to the guest policy. During Hotel Guest Room Cleaning always knock the door announcing Housekeeping. SERVING IN GUEST ROOM Enter Guest’s Room 65. Q3. Your pledge: To provide freshen up a room in readiness for guest to sleep. Clear the garbage according to the procedure of removal of garbage from dustbins. Wash and dry the hands and enter into the change room. Send the cancellation charges plus cancellation number to the guest by e-mail. All trays will be cleared from guest rooms within 45 – 60 minutes after service. If the guest returns while you are cleaning, offer to finish later. Immediately before preparing food or handling equipment. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. The guest is presented with the bill and thanked; the waiter leaves the room after checking guest satisfaction. SECURITY CLEARA CES Section 1. Procedure: Collect the vacuum cleaner; ensure that the vacuum cleaner bag is empty and clean prior to use. Most room attendants begin their system of cleaning by airing out and tidying up theguestroom. Wait for five seconds to hear the guest’s response. Clean assigned rooms according to priority: DND rooms that were unable to be cleaned. However, this depends on the nature of the complaint and in some cases, it will be necessary to move the guest further away, e.g., away from elevator noise, etc. Do not knock with anything but your hands. Standard weaning practices c. Exposure to sentinels (SOP #402) d. Animal room cleaning and sanitation (SOP #015 & #016) e. Paperwork usage and record keeping. Points while servicing a occupied room? GE ERAL PROVISIO S A D REQUIREME TS Section 1. Wear the plant sleepers and enter in the wash area. SECURITY STANDARD OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE OF CO TE TS Page Introduction 3 CHAPTER 1. Give the required information. What is the difference in servicing occupied, Dirty and a vacant departure room? Collect the white cotton duster prior to starting the work. Offer to show the new room to the guest before making the change. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. Shut the door of a room so that the vacuum cleaner noise does not disturb the guests. Do not vacuum over the cord. © Setupmyhotel 2021 - All rights reserved. f. Documentation of health concerns and resolution of veterinary treatments (SOP #006). Before entering the guest room Status kamar DND Sign Apakah tamu ada atau tidak ketuk pintu sebanyak 3 kali dan ucapkan "House Keeping" 2. if the guest response your call and come to the door Polite Greeting and ask guest " May i service your room now please ? " Knock twice announcing “maintenance” after each knock. A D REQUIREME TS Section 1 distance from the guest allows you to enter by calling out “ Come ”... Dry the hands and enter the room according to the guest allows you to enter by calling “. Successful Housekeeper once was a room in readiness for guest to sleep seconds the... 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