SOP – Housekeeping – Servicing of guest rooms

SOP Number: HK – 02 ( SOP serial number and department code )

Department: Housekeeping – Guest Room Maintaining

Date Issued: DATE THE DOCUMENT WAS CREATED

Time to Train: 45 Minutes

Servicing of Occupied Rooms:

  • All occupied rooms are serviced twice daily and as and when requested by the guest.
  • Enter the room according to the procedure of entry to guestrooms.
  • Clear the garbage according to the procedure of removal of garbage from dustbins.
  • Collect the soiled linen and throw in the linen bag.
  • Make the bed, follow the bed making procedure.
  • Perform dusting of the room.
  • Vacuuming of carpet and the upholstery maintenance.
  • Clean Bathroom.
  • All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)
  • After servicing the room following facilities function to be checked.
  • Television
  • All Telephones
  • All Bulbs.
  • Any in room Entertainment system.

Servicing of vacant room:

  • Room has to be spic and span at every given time.
  • Knock the door.
  • Switch on all lights.
  • Open heavy and sheer curtains.
  • Remove turn down service.
  • Put bed cover.
  • Do the dusting.
  • Replenish water and ice.
  • Mop bathroom flooring with disinfectant.
  • Vacuum the carpet if necessary.
  • Close sheer curtain.
  • Heavy curtain should be half closed.
  • Put of all the lights.
  • Give final looks and shut the door.

Servicing of vacant dirty room:

  • Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. Left guest items to be deposited at Housekeeping control Desk.
  • Knock and enter the room.
  • All drawers and cupboards are checked for any lost and found of guest.
  • All dustbins are cleared of garbage.
  • Soiled linen to be removed.
  • Bed is made according to procedure for bed making.
  • Dusting of room is done.
  • Vacuum upholstery and carpet.
  • All glassware and Ashtrays have to be cleaned.
  • All guest amenities in room have to be replenished.
  • Bathroom is cleaned according to procedure.
  • Replenished  amenities in the bathroom.
  • All items used by the previous guest are changed with fresh ones.
  • All maintenance work are noted and given to the Engineering department.
  • Inform room status to the Housekeeping control desk.

Training Summary questions:

Q1. What is the difference in servicing occupied, Dirty and a vacant departure room?

Q2. Points while servicing a occupied room?    

Q3. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’?

Q4. What all to be check after servicing the room?

Q5. Whom to be reported in case you find any issues with TV / Bulbs etc?