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