SOP for Controlling Guest Room Keys. Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time. The guest will be called after 15 minutes to check if they are satisfied and happy with their meal. During Hotel Guest Room Cleaning always knock the door announcing Housekeeping. c. Wait 10 seconds for guest to respond. 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. Send the cancellation charges plus cancellation number to the guest by e-mail. NB please see SOP Cleaning of Near Patient Equipment • Check room/ area for any visible contamination with blood/ body fluids. Most room attendants begin their system of cleaning by airing out and tidying up theguestroom. Q1. Make the bed, follow the bed making procedure. The average time to clean a guest room is about 20 minutes. 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. 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 … After knocking the door how long should you wait? g. Disposal of carcasses (SOP #017). SOPs for Cleaning the Guest Room Guest Room cleaning is the most basic task in Housekeeping department. 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 ? " check for "double lock" or "do not disturb" sign. if there is none, knock on the door and announce presence. Every housekeeper, in every room, needs to be making sure that amenities are placed in the room in the correct number. Guest’s personal clothing, toiletries and other articles will be neatly straightened and left in the same place they were found. Offer to show the new room to the guest before making the change. Beginning Tasks 23. Observe the sign on the door. Clear the garbage according to the procedure of removal of garbage from dustbins. priority. Purpose and Scope 5 Section 2. Inform the guest about e-mail for cancellation charges. Vacuuming of carpet and the upholstery maintenance. After entering the room, turn on allthe lights. Collect the soiled linen and throw in the linen bag. If the guest allows you to enter by calling out “Come In”, you may enter the guest room. As much as possible allocate a room close to or on the same floor to the existing room and describe it to the guest. Do not knock with anything but your hands. 2. Inform room status to the Housekeeping control desk. What is the difference in servicing occupied, Dirty and a vacant departure room? Collect the white cotton duster prior to starting the work. All items used by the previous guest are changed with fresh ones. Whom to be reported in case you find any issues with TV / Bulbs etc? If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him. • firstly , room attendant must make sure all supplies and equipments are in the trolley. Clear the garbage according to the procedure of removal of garbage from dustbins. Standard weaning practices c. Exposure to sentinels (SOP #402) d. Animal room cleaning and sanitation (SOP #015 & #016) e. Paperwork usage and record keeping. Greet the (D) If the guest is in the room while servicing and cleaning the room: 22. After servicing the room following facilities function to be checked. Posting is done consecutively in the order of transactions on a given date. Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”. Announce yourself b. SOP Number: HK - 01 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Room has to be spic and span at every given time. Clean assigned rooms according to priority: DND rooms that were unable to be cleaned. In case of no response, announce the same again. DEPARTURE Guest Room Cleaning and BATHROOM Never knock on a guest room that has hung a privacy sign, even if a request has been made. Left guest items to be deposited at Housekeeping control Desk. Completion time is written as each room is. Wash and dry the hands and enter into the change room. Q2. h. 9) The supervisor is responsible for checking on the user at the appointed time of their General Information . Give the required information. All guest amenities in room have to be replenished. Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. • pull trolley next to the door. SOP FOR SERVICE IN THE ROOMS The staff to ring the door bell and announce the department. When entering the facility before work begins. 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. https://parbinanusantara.blogspot.com/2015/10/kosong_55.html Cleaning guest room procedures 2. Knock twice announcing “maintenance” after each knock. All occupied rooms are serviced twice daily and as and when requested by the guest. Q5. © Setupmyhotel 2021 - All rights reserved. Guest folio records each early of guest transaction. Department: Housekeeping . This includes every bar of soap or bottle of shower gel, body lotion, shampoo, and all other amenities, such as robes and slippers. Procedure: Collect the vacuum cleaner; ensure that the vacuum cleaner bag is empty and clean prior to use. Dusting Guest Room; SOP HK 2. All drawers and cupboards are checked for any lost and found of guest. SOPs / Engineering / Entering The Guest Room. Speak quietly, especially in the early morning hours or late at night. Then start from the farthest point in the room again, working your way back to the entrance of the room by vacuuming. 1. Ask appropriate questions about requirements. Wait for five seconds to hear the guest’s response. Q4. SOP – Housekeeping - Entering rooms and greeting guests SOP Number: HK - 01 ( SOP serial number and department code ) Department: Housekeeping – Guest Room Maintaining Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. SOP Number: HK - 02 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Q2. Fold the duster and make it … [SOP] Housekeeping – Dusting Read More » SERVING IN GUEST ROOM Enter Guest’s Room 65. The number of sets may vary according to the guest policy. Knock firmly three times on the guest’s door (Door bell ) a. Every successful Housekeeper once was a Room attendant first. 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. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Wear the plant sleepers and enter in the wash area. Bed is made according to procedure for bed making. Enter into the Change Room, remove the street foot-wears & keep the street footwear in the shoe locker provided in the change room. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. See you around and happy Hoteliering. This recording process is called posting. guestroom security viewer with the name tag visible to the guest. If Do Not Disturb sign was not there, position your selves in front of the. If there is still no answer, use the master key to open the door announcing Housekeeping and enter the room while knocking. Give the guest required time to finish his/her current work and wait until the guest comes. As you open the door announce “maintenance” one last time. If there is a Do Not Disturb put the DND slip into the room. Enter the room according to the procedure of entry to guestrooms. Standard caging and husbandry (SOP #400 & #413) b. Do not deliver any items into the room if nobody answers. 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. 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. Your pledge: To provide freshen up a room in readiness for guest to sleep. What all to be check after servicing the room? Name of the SOP: Vacuuming an area. Ask the guest where he would like his tray to be placed. General Requirements 6 Section 3. All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner. Perform dusting of the room. Houseman knocks the guestroom door thrice. Room … Stand outside of the room through maintaining accurate distance from the door. Confirm all the details back to the guest at the time of enquiry to ensure correct information. Make the bed, follow the bed making procedure. d. If there is no response then press the door bell gain and wait. 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.) The tray will be placed at the guest’s convenience. Objective : To ensure the area is free of dust and is clean of debris. f. Documentation of health concerns and resolution of veterinary treatments (SOP #006). After placing the tray introduce yourself and enquire from the guest whether he would like … Ask to see the guest’s room key to verify that the key and room number match. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile. The front office staff needs to manage at least two sets of the keys. 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. Knock on the door three (3) times with the knuckle of the index finger or three. 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. Q4. It is important that you following these steps when entering the guestroom: 1. The user will contact his/her supervisor just before entering the cold room and immediately after they leave the cold room. This SOP is applicable to all plant employee (Gents) entering from primary change rooms. All glassware and Ashtrays have to be cleaned. Shut the door of a room so that the vacuum cleaner noise does not disturb the guests. Do not vacuum over the cord. SECURITY CLEARA CES Section 1. How to find out the guest requirements? Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door … Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’? Bathroom is cleaned according to procedure. (Maintain photograph for standard amenity placement). Enter the room according to the procedure of entry to guestrooms. KRC Cold Room SOP 71813 1 KRC Cold Room Standard Operating Guidelines . © Setupmyhotel 2021 - All rights reserved. The guest is presented with the bill and thanked; the waiter leaves the room after checking guest satisfaction. Hotel Room Inventory Making room inventory is a continuous process in any hotel industry. What has to be done if there is a delay in the requested service? If the guest returns while you are cleaning, offer to finish later. Q5. If there is no answer, after 15 seconds knock the door again the second time announcing Housekeeping. All trays will be cleared from guest rooms within 45 – 60 minutes after service. Collect the soiled linen and throw in the linen bag. Immediately before preparing food or handling equipment. Personal Protective Equipment (PPE)3 should be removed and hand hygiene carried out immediately prior to leaving the room/ area. All maintenance work are noted and given to the Engineering department. See you around and happy Hoteliering. As the guest opens the door wish the guest by his name and the time of the day. Cleaning Guest Room Procedures 1. SOP for Entering the Guest Room Leave the DND (Do not Disturb) rooms undisturbed. Q3. 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. Begin cleaning. Reporting Requirements 10 CHAPTER 2. SECURITY STANDARD OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE OF CO TE TS Page Introduction 3 CHAPTER 1. GE ERAL PROVISIO S A D REQUIREME TS Section 1. 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