SOP - Housekeeping.pdf

Housekeeping

Standa rd Op erating erating Proc Proc edure Upda Upd a te: 01.0 01.07.0 7.08 8 / C O -HK-SO P-Index P-Inde x

Hotels Hote ls & Reso Reso rts House House keep kee p ing SO P Inde Ind e x Cod e

To p i c To

Daily Servic Services es 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

C O -HK-HK-S SO P-0 P-00 01 C O -HK-S -HK-SO O P-0 P-002 02 C O -HK-HK-S SO P-0 P-00 03 C O -HK-SO -HK-SO P-004 P-004 C O -HK-S -HK-SO O P-005 P-005 C O -HK-S -HK-SO O P-006 P-006 C O -HK-S -HK-SO O P-006. P-006.2 2 C O -HK-S -HK-SO O P-0 P-007 07 C O -HK-HK-S SO P-0 P-00 08 C O -HK-S -HK-SO O P-0 P-009 09 C O -HK-S -HK-SO O P-010 P-010 C O -HK-S -HK-SO O P-011 P-011 C O -HK-S -HK-SO O P-012 P-012 C O -HK-S -HK-SO O P-013 P-013 C O -HK-SO -HK-SO P-014 P-014 C O -HK-S -HK-SO O P-015 P-015 C O -HK-S -HK-SO O P-0 P-016 16 C O -HK-S -HK-SO O P-0 P-017 17 C O -HK-S -HK-SO O P-018 P-018 C O -HK-S -HK-SO O P-0 P-019 19 C O -HK-HK-S SO P-0 P-02 20 C O -HK-HK-S SO P-0 P-02 21 C O -HK-HK-S SO P-0 P-02 22 C O -HK-S -HK-SO O P-023 P-023

Sequenc eq uenc e of the Daily Daily Room oo m C leaning Service ervice Room A ttenda ttend a nt/Room nt/ Room M a id Ta sks a nd Resp Resp onsib onsib ilit ilities ies Key C ontrol ontrol Proc Proc edur ed ure e Work A ssignment ignme nt Sheets he ets G ener ene ra l Sa fety Tips How to enter ente r a G uest Room G uest Room Servic ervic e Standa tan da rd s/ Requirements C leaning lea ning a nd Dust Dust Tec hniques hnique s Ma ke up of a G uest uest Room oo m DHR G uest Room A menity Setup - G roup Stand a rd Restoc Restoc king king of M ini-B ini-Ba ar “Lost “Lost a nd Found” Found ” C loset/ loset/ Pantr Pa ntry y Supp up p ly Turndown urndow n Servic ervic e Room Roo m Status ta tus Definit De finitions ions M a ster Key Hand out Proced Proc ed ures ures The Profe Profes ssional iona l M a id - a HK G loss lossa ry The Profess Professional iona l M a id - C leaning lea ning Tec hniques hnique s Supe rvisor visor - Ba throo throom m Insp ec tion tion Supervi up ervis sor - Room Insp ec tion Linen C ontrol ontrol Proc Proc edur ed ure e Public Public Area C leaning Proc Proc edur ed ures es G uest uest C omplain ompla intt a nd Reques eq uestt Handling Handling Telep hone Handli Hand ling ng

Housekeeping Department Reports 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35.

C O -HK-RP-00 -HK-RP-001 1 DC O -HK-RP-00 -HK-RP-002 2 C O -HK-RP-003 -HK-RP-003 C O -HK-RP-00 -HK-RP-004 4 C O -HK-R -HK-RP-00 P-005 5 DC O -HK-HK-RP RP-0 -00 06 C O -HK-RP-00 -HK-RP-007 7 C O -HK-RP-0 -HK-RP-008 08 C O -HK-R -HK-RP-00 P-009 9 C O -HK-RP-01 -HK-RP-010 0 C O -HK-R -HK-RP-01 P-011 1

Rooming Roo ming Lis List for Room Roo m M a ids Room Roo m Status ta tus C hec he c k Lis List (Flo (Flo or Supe up e rvisor) visor) Daily Da ily M ini-Ba ini-Ba r Inventory Inven tory Repo Rep o rt - Store Reque Req ues sts M ini-Ba ini-Ba r Pric Pric e Lis List - Sa mple mp le ‘Lost ‘Lost & Found’ Ta g C leaning Sc hedule hed ule Public Public Areas Area s (Public (Public C leaner leane r) Dail Da ily y M ini-Ba ini-Ba r Sa les Repo Rep o rt (all (a ll Rooms Roo ms)) Room Ma id C hec klis klist Rep ort - Room Status/ tatus/ Linen G uest La undr und ry C hec klis klist (Floor (Floor Supe rvisor/C or/ C lerk) lerk) Room Roo m Status ta tus Repo Rep o rt Send ing & Returning Returning of La undr und ry (Ro (Ro om Boy)

©This ©This material material is co pyright pyright p rotec ted and is prop prop erty of Daniel G . Fuchs and Stepha n Fae ssler.

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Housekeeping

Standa rd Op erating erating Proc Proc edure Upda Upd a te: 01.07 01.07.08 .08 / C O -HK-SO P-001

Sequenc eq uenc e of o f tthe he Dai Da ily Roo Room m Cl C lea ning ning Ser Servi vic ce Objective This his S SO O P is to ensur ensure e that that the the da ily servi ervic c e has b een done do ne properly properly in ac c orda orda nce with with the room oo m attendant task list.

Proced oc edur ures es Ex a m p l e : • • • • • • • • • • • • • • • • • • • •

• • • • • • • • • • •

C hec k gues gue st name na me (from (from wor wo rkshee ksheett as a ssignment list) list) Knoc Knoc k on the the d oor oo r G et guest g uest a menities menities for ass assigned igne d rooms oo ms Keep your c art and work w orkin ing g a rea s organized organized Prep Prep are the gues g uestr troo oom m for c leaning Plac Plac e c ad dy in in bath ba thrroom Begin to c lea n the bathr b athroom oom C lea n the the b athtub athtub a nd shower shower area (remove (remove shower shower head if pos po ssible a nd d eep c lean ea n c areful arefully) Clean the toilet C lean the sin sink k and vanity vanity C lean ea n b bathr athroo oom m floor floor Finis inish c leaning the b a throo throom m C lean the gues g uestt roo room m clos c loset et Ma ke the the bed Dust Dust the gue st room Replenish amenities and supplies, towels and bathrobes Strip-do trip-down wn bed, be d, c ollec ollec t dirty dirty linen linen and a nd note no te down d own supp suppli lies es neede nee ded d to b e replenished replenished C lean windows windo ws,, line line trac trac ks a nd g a ps C leani ea ning ng of balc b alcony ony equipment and floor floor (if (if appli ap plic c ab le) C hec k roo room m for ma ma intenanc intenanc e reque st; a ll TV c hannels hanne ls, air-c air-cond ondit itiion, a ll lights lights,, hot and c old water wa ter and press pressure, ure, etc. e tc. C ollec ollec t rubb rubb ish C hec k mi mini bar Remove dirty linen replace with clean linen, supplies and mini bar items from the pantry C lean c loset loset and a nd a ll furni furnitur ture e Replenis Rep lenish h mini ba r Quality check (arrangements, amenities) - use the standard check list only Cleaning of floor C lose/ lose/ Set c urtain urtain to stand standa a rd Upd a te status status on telepho ne Exit room and secure door Upd a te the room a s c leaned leane d on the works worksheet hee t assignment assignment lis list

Remark D u ri ri n g se se r v i c e o f a g u e s t r o o m

1. Fruit bas ba sket tra tra ys, ys, roo room m servi servic c e items items are to b e removed emo ved to the HK pantr pa ntry y 2. Every maintenance order is written down for every room, and send to Engineering 3. Valuable items found in the room are recorded and informed to the Head of Department


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Housekeeping


Ro o m Att A tte e nda nd a nt/R nt/ Ro o m Ma M a id Ta sks a nd Re sp o ns nsiib ilit ilitiie s

Tasks • • • • • • • • • • • • •

Follow sign sign in/out in/ out p roc edur ed ures es Follow key c ontrol ontrol pr p roc edur ed ures es Follow the wor wo rk as a ssignment ignme nt shee sheett G ener ene ral sa sa fety Enter the g uest roo room m C lea n and dust dust the the room Ma ke up room Set up a menities menities Restoc estoc k the the mini ba r and prepa prep a re a c harge slip slip Report and submit “Lost and found” items Ma intain intain linen linen A ssist ist in turn dow d own n servic servic e A ny other othe r tasks tasks a ssigned b y the Exec Exec utive utive Housekee Housekeep p er or o r his his/ her As A ssistant


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Housekeeping

Standa rd Op erating Proc edure Update: 01.07.08 / C O-HK-SOP-003

Key Control Proc edure Objective This SOP is to ensure that all keys are requested and returned in the correc t order with referenc e to the issuer.

Procedures 1. 2. 3. 4. 5.

A key for the assigned floor is issued from the Housekeeping Department. The key is signed out in the key log book. Name is signed next to the c orresponding key numb er. Write in the time the key is issued . Key(s) must be kept on a key chain holder (key holder is with the respective person at all times), or on the housekeeping trolley. Return the key to where it was signed out. Sign in the sign-in sec tion.

©This material is co pyright p rotec ted and is prop erty of Daniel G . Fuchs and Stepha n Faessler.

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Housekeeping


Work Assignment Sheets Objective This SOP is to ensure that all assignments are completed in a legible manner.

Procedures 1. 2. 3. 4. 5. 6.

Pick up the work assignment sheet at the Housekeeping Office. The assignments will be written on the assignment sheets rega rding the rooms to be done. Prioritize the c omp letion of tasks with; the a rrival roo ms to be c ompleted first, then unblocked vac ant rooms, and chec k-out rooms last. Tick-off the rooms as they are completed. Return the c ompleted assignment sheet to the Housekeep ing Office at the end of the shift. All assignment tasks must be completed. If however the assignment sheet can be not completed within the given shift, the sheet is to be hand-over to the shift which is doing the turn do wn service.


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Housekeeping


General Safety Points Objective Safety is of everyone’s concern. Below is a list of some procedures to increase the safety of all hotel Housekeeping assoc iates: • • • • • •

• • • • • •

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• • •

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• • •

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•

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C are should be taken when working with chemicals. Use rubber or cloth gloves when handling cleaning solutions and when emptying trash. Keep traffic areas clean a nd free of obstructions, i.e.; tools, equipment and cords. Do not overloa d trucks or trolleys so that one can not see over the load . When moving tall trucks or tall piec es of furniture there should be a t lea st two person involved . When transporting item such as mops from one plac e to another, hold the handle p arallel to the body. Walk, never run. Put up notice signs before a nd while cleaning floors. Ma ke sure that c leaning solutions are correc tly identified and prope rly diluted . Follow label instructions; never mix chemicals. Chemical equipment is kept separately and locked. When hands are wet or when standing on the wet/ da mp floor; do not touc h light switches or handle e lec trical app lianc es. When unplugging electric al equipment, do not pull the cord from a far distanc e, pull-out the plug from the soc ket. Never use equipment with defective electrical co rds or plugs. If equipment is not functioning properly, have it repaired immediately. Long elec trica l co rds from lamps or electrica l fixtures should b e wrap ped and tied properly to prevent tripping. If ladders are used, make sure they are firmly placed. There may be local regulations, which may require one pe rson holding the ba se of the ladder while the other is on it. Know the loc ation of the First Aid Box and fire extinguishers. Never rea ch into wasteba skets with unprotec ted hand s. Loo se or broken fauc ets, handles, grab-b ars, soa p dishes, broken c hairs, dressers or tab les must immediately be reported to the Head of Department. Tools of all kinds are a tremendous help, however to fully benefit from them and avoid acc idents, each and every tool must be used properly and safely. Unplug a ny unattended app lianc e(s) you may find. Be alert to things, which may c ause accidents. Report them to the Housekeep ing Office. Report any unusual elec trica l equipment the guest may have brought in to the room. Look before walking through doorways, around c orners, out of elevators, out of rooms, etc .


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Housekeeping


How to enter a G uest Room Objective This SOP shall ensure the co rrec t procedure of how an employee ca n enter a guest room.

Procedure (C lea ning of a guest room) •

Always assume that someone is in the room and allow them the time to get to the door.

1.

Be f o r e e n t e r i n g t h e g u e s tro o m :

a) b) c)

Softly knock on the guest room do or/ring the bell. Wait 10 sec onds and knoc k/ring the bell aga in if there is no answer. Announce yourself with name and depa rtment; “ G o o d m o r n i n g / a f t e r n o o n / e v e n i n g , t h is i s Kh u n So m c h a i fro m H o u se k e e p i n g . ”

2.

W a i t f o r t h e g u e st t o o p e n t h e d o o r .

3.

W h e n t h e g u e st o p e n s t h e d o o r :

a)

Smile and greet the guest by name and with a “wai”. “ G o o d m o r n in g / a f te r n o o n / e v e n i n g M r Bro w n .”

b)

The name is on the worksheet which will be kep t with you for the information need ed to service the guest. Names are used at all times: “ G o o d m o r n in g M r. Bro w n w o u ld y o u li k e t o h a v e y o u r ro o m c l e a n e d n o w ? ”

4.

I f t h e g u e st w a n t s t h e ro o m se r v i c e d a t t h is t im e :

a)

Before entering a gue st room, always ask for pe rmission: “ M a y I e n te r y o u r o o m M r . Bro w n ? ” g o i n q u i e tl y a n d b e g i n .

b)

You shall make conversation with guest, but refrain from asking persona l question. “ Ho w a r e y o u t o d a y , d i d y o u p l a n a n y s ig h t se e i n g t o u r s f o r t o d a y ? ” , “ Di d y o u e v e r v i si t o u r Sp a before?”

5.

a)

If the g ue st req ue st that yo u return later:

Ask at what time you should return. “ Wh a t ti m e w o u l d b e c o n v e n i e n t fo r y o u M r Bro w n ? ”

b)

Thank the guest and lea ve quietly. “ Th a n k y o u a n d h a v e a b e a u t ifu l m o r n in g / d a y / e v e n in g / n i g h t M r Bro w n ? ”

c) d)

Note the return time req uested . If the req uest is after 16:00, notify the Floor Supervisor or Exec utive Housekeeper that the room c an be assigned to the a fternoon shift.


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Housekeeping


How to enter a G uest Room Procedure (C lea ning of a guest room) - Continued 6.

If the g ue st refuses the servic e:

a)

Offer fresh, clean towels and amenities and to empty the bin. “ Ho w a b o u t so m e f re s h a n d c l e a n t o w e l s M r Bro w n ? ”

b)

Ma ke a note on the worksheet.

7.

I f t h e g u e st ro o m h a s a “D o n o t d i st u rb ” si g n o r i s d o u b l e - l o c k e d .

a) b)

Slip a service c ard under the doo r at 16:00. If the guest do es not call, or if it is after 16:00, notify the Housekeeping co ordinator to call the guest to determine what time he/ she would like the room cleaned. “ De a r M r Bro w n , I h a v e n o t i c e d t h a t y o u r ro o m h a s n o t b e e n c l e a n e d t o d a y , w o u l d y o u l ik e t o h a v e y o u r ro o m c l e a n e d n o w ? W h a t t im e w o u l d b e c o n v e n i e n t fo r y o u ? ”

c)

If there is no answer after 24 hours, please contact the Floor Supervisor or Exec utive Housekeeper to c hec k by a follow-up call or in person.

Other rules for entering of guest rooms 1. 2. 3. 4. 5. 6.

Associate is positioned in front of the guestroom door. Housekeep ing c art is placed in front of the op en door. Before the a ssoc iate a llows a gue st to enter an op en room, assoc iates makes sure the guest has a valid key for the room. G uests with no or non-valid key are not allowed to enter the room. G uests req uiring a room key are referred to the front desk and informed that this is a Dara Hotels & Resorts Sec urity Proc ed ure. Assoc iates of the Housekeep ing Department do not unlock guestroom doors for guests at any time.


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Housekeeping

Standa rd Op erating Proc edure Update: 01.07.08 / C O-HK-SOP-006.2

Guest Room Servic e Stand ards/Requirements Guest Room Service Standards/Requirements 1. 2. 3. 4. 5. 6. 7. 8.

9. 10. 11. 12. 13.

Housekeeping service is available 24 hours per da y for spec ial req uests. This may not apply to c ertain Resort/Hotel and prop erties. Show rooms are available daily and set with flowers and fruit tray/basket. Every room receives at least one daily international newspaper. International electricity converters are available and delivered within 5 minutes of request. At least 10 piec es are available at the hotel/ resort. Baby cots are available. If baby c ots are requested at the time of reservation, c ots are placed in the g uest's room prior to arrival. The following items are availab le upon request: Ad ditional bath linen, ad ditional bed linen, add itional ba th robes, a c lothes brush, flower vase a nd a dd itional hangers. The following items are availab le upon request: Tampo ns/ sanitary towels, a razor kit, tooth paste/tooth brush, iron and ironing board, additional slippers, high chair, umbrella, nail file, polish remover and laundry detergent (for hand washab le clothes). G uest req uest items are delivered within 5 minutes of req uest rec eived . Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by the guest). If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the Exec utive Housekeeper or Assistant (in person or by calling). If a room c annot be cleaned until 16:00 bec ause o f the privac y sign, guests are notified (note under the door) to contact HK in order to ha ve the room cleaned. G uest rec eives information note between 16:00-18:00.


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Housekeeping


C lea ning and Dust Tec hniques Objective This SOP ensures the c orrec t “mec hanical” tec hnique a nd c leaning utensil is used for ea ch individual item in a gue st room.

Furniture 1. 2. 3. 4.

Wipe from the top to down. Do not c lean furniture drawers that c ontain guest belongings. Wipe glass tops with a glass cleaner only. Impregna te with a special furniture ba lm/ spray.

Pictures and Mirrors 1. 2.

C lean with glass cleaner. Glass must be free of streaks and smudges. Use newspapers if you have difficulties to dry-off strea ks.

Lamps and Shades 1. 2. 3. 4. 5.

C lean the light bulbs c arefully with dry cloth. C hec k that the b ulbs are working and that all floor lamps have 3-way bulbs. Lamp shades will be free of dust and stains, with the seams facing the wall. Wipe the entire lamp base with a damp-wipe. Make sure that the c ord lies nea tly and is not frayed. Remark: C all Engineering to replac e b urned -out light bulbs in rec essed lights, wall fixtures and ba th sconc es, issue maintenance requests accordingly.

Phones 1. 2. 3. 4. 5.

Disinfect with “disinfection” cleaner. Clean the ear and mouthpiece. Brush the grooves. Rep lac e worn-out dec als (decals: stickers indicating a certain service by pressing that button). Ma ke sure the phones are in good working order.

Mattress 1. 2.

Dust-beat weekly. Send to the laundry/use special cleaning c ompa ny once a year for deep -cleaning.


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Housekeeping


C lea ning and Dust Tec hniques Closets 1. 2. 3.

Clean shelves with damp wipe. Clean rod, wooden hangers and louvered doors. Clean wooden valet, cloth brush and shoe horn. C lean turn do wn tray and p lac e under the safe.

Sofas and rattan Chairs 1. 2. 3.

Brush rattan from top to down. Remove all cushions and p illows and clean underneath. Fluff cushions and rotate them into the right order.

Wooden Waste Basket 1. 2. 3.

Empty and da mp-wipe inside-out. Replace square liners. Ensure that the wicker is in good condition and not frayed.

Plants 1. 2.

Damp-wipe leaves and plant-ba se. Notify Ga rdeners if plants need c are or replac ement.

Mini Bar 1. 2. 3. 4.

Damp-wipe counters and cabinets. On chec k-out, clea n glass shelves and replace glassware. C lean d oor shelves, rubb er and bottom of refrigerator. Double check all expiry dates of products according to check list and replace where appropriate.

Television 1. 2.

C lean with “all-purpo se” c leaner. C hec k TV c hannels are matching with the Hotels TV g uide .

Curtains 1. 2.

Dust-wipe curtains with a carpet beater. Send to laundry once a year for deep cleaning.


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Housekeeping


Make up of a G uest Room Objective This SOP ensures the correc t way of how a make up of a g uest room has to be done effec tively and efficiently.

Procedures 1. 2. 3. 4. 5. 6. 7. 8. 9.

10. 11. 12. 13. 14.

Hang a notice sign on the door knob while the Room Attendant is cleaning the guestroom, or open the door with the cart placed in front of the room. Turn on the lights. Do not turn on he air-condition (Resorts) but double check a ir-condition of functionality after room c leaning. C arry the vac uum mac hine, supp lies and c leaning ba sket into the guestroom and p lac e the c leaning supplies in the ba throom area. Open the drapes and sheers. Make sure the room is well ventilated by opening windows, if applicable. Remove all room service items/fruit trays etc to the housekeeping pantries and c all-in roo m service for cleaning of all pantries. Empty ashtray(s) from smoking rooms or balcony, spray with “all-purpose” cleaner, and wipe clean. Collect all trash and place in trash bag/trash can. Remove all dirty glasses from the room for cleaning. Replace with clean and polished glasses; chec k that coa sters are in good c ondition (no ea rs, not worn-out). Remove soiled linen from the bathroom, strip bed(s) and place all dirty linen in the linen chute. Put blankets, pillows and bedspread on a chair dresser. NOT on the carpet or bathroom floor. C hec k cleanliness of the bed pa d and the b ed skirting, replac e when needed. When removing soiled lined and trash from the guestroom, check for bed and bath linen needed to be replaced. Make one trip to the linen closet closest to you. C lean and soiled linen should NEVER be in the room at the same time. C all maintenanc e deficienc ies to the Housekeep ing Department for immediate ac tion. Make up the bed . Go around the room in clockwise direction, dusting and cleaning of all furniture. Preventing an ac cumulation of dust makes cleaning ea sier. Inspect the undersides of desks, tables, and dust necessary. All collateral should be neatly arranged. The Guest Service directory must be free of stains. Double check always: • • • • • • • •

Entry doors Pic tures Window sills Head boards Vents C lock (correc t time) TV/ C D/DVD stereo (off position) Furniture(free of stains and dust)

- Inside drawe rs - Mirrors - Under chair cushions - Lamps/shad es - VC R clock (off po sition/ correc t time) - Telephone (line # 1 on , where app licable)


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Housekeeping


Make up of a G uest Room

Procedures - Continued 15. 16. 17.

18.

19. 20.

21. 22.

23. 24. 25.

When cleaning light bulbs and shades, test all bulbs and replace if burnt-out. All lamp and telephone cords must be neatly coiled and tied up. Fruit amenity replenishment; the Room Attendant must remove any dirty plates, utensils and napkins, etc, and replenish with new ones. For check-out rooms; wipe out the dresser drawers. Do not do this in occupied rooms. Never disturb a guest’s personal belongings when you are cleaning the room, unless to hang up the guest’s clothing. Put shoe or slippers in the closet and fold nightwear and place it on the end of the bed. Slippers are replaced after guest check-out, never to be used again. To replenish the mini-bar, the Room Attendant is to take note of the consumption, fill out the mini-ba r slip accordingly, rep lac e the c onsumed items, and ensure that this is charge to the guest room ac count, mini-bar supplies and replenishment alwa ys include c lean glasses, c oa sters, stirrers, and napkins. If a room smells of odours, including cigarettes or cigars, spray with “air-freshener” or call Housekeeping for the ozone machine (if applicable). Open windows, if applicable. Open closet and replace used laundry bags, wipe down the door’s front and back to remove any fingerprints, clean inside-out. Make sure closet shelves are clean and free of dust, including the in-room safe. After cleaning the bathroom, move all furniture that is movable and vacuum behind and under the furniture. Be sure to check under the bed for any item(s) left behind. Before leaving the room, take a last look that the furniture is arranged properly; that lampshades, pictures, bedspreads, as well as supplies, are in the proper position. All linen should look fresh and of matching q uality. After cleaning the guestroom and bathroom, turn-on the lights and set the air-con as per standard and close/lock the entry door. C hec k hallways for any deb ris, tray or glasses. All items must be placed on shelves in pantries, NEVER on the floor. Do no t leave trays or dishes inside any room. When the vacant room is completed, record in the assignment sheet.


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Housekeeping


Guest Room Amenity Setup - Group Standard Objective This SOP ensures the correc t way of room amenity setup and quantities. A m e n i ty la y o u t m a y v a ry in c e r t a in a sp e c t s d u e t o p ro p e rt y ro o m in v e n t o ry , size a n d la y o u t / d e sig n o f ro o m s a n d it s c a t e g o rie s.

All Room Categories - Basic setup Be d Ro o m • • • • •

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King size or Twin be d c onfiguration, pillows and cushions Bedside table(s) with lamp and lamp shades. Small bed or sofa bed with mattress and cushion, pillow setup (optional). Telephone/ C ontrol pa nel. TV cab inet with TV (minimum size of 29’’ with remote control, DVD player and remote control with TV prog ram. TV(s) are preferably LC D or Plasma flat screens. Lugga ge rac k/cab inet (not app licab le if loca ted in another area). Bed room and bathroom area(s) must be separated with roll-down window blinds (if applicable).

Working / Dressing Ta b le •

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•

•

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“G uest Service Direc tory” inc ludes: “Room Service Menu”, “Rooms Direc tory” and the “Spa Menu”. Note pa d with hotel pencil/ pen (bo xed optional) Flower vase with fresh flowers Garbage bin Telephone direc tory Stationery right side: 3 x A4 letter paper with protected “Stationery” sign, 4 Hotels & Resorts envelopes with protec ted “Stationery” sign, 1 “Plea se Fix C ard”. Stationery right side: 1 “Guest Questionnaire”. “Guest Questionnaires” in German and J apanese language a re availab le in Hotels/Resorts and Grands. Stationery left side: 2 hotel stickers, 1 hotel broc hure, 1 Hotels & Resorts pen a nd 2 postcards, one flyer promoting the Spa. F&B flyer for promotion is located on the desk (if applicable). Third pa rty ad vertisement in the room is not allowed (e.g. Dive centres, tailor shops etc.).

Othe r In-Roo m C ollate rals • • • • • • • • •

No other nonHotels & Resorts items are placed in the bathroom and in the room. Hotels & Resorts note pad a nd p enc il are plac ed on the tab le, next to the telepho ne. Telephone extension information is plac ed behind or next to the telephone. One still mineral water (500ml) including p rice tag is placed on each bed side table. Spa advertisement is plac ed on the bed side tab le. Voice mail instruction is located behind the telephone. “Movie G uide” is located on top of or next to the TV (if app licable). Hotels & Resorts standard promotion stand is placed on the working desk (if applicable). “Yellow Pages” are located in a desk drawer.


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Housekeeping


Guest Room Amenity Setup - Group Standard Closet • • • • • • •

•

8 regular hangers (4 in each side)/ 12 regular hange rs (Resorts) 4 trousers hangers (2 in ea ch side)/ 6 trousers hanger (Resort) 2 extra pillows on up per shelf 2 Umbrellas Slipp ers (packed a nd sealed) are placed in the wardrobe. Slipp ers are not re-usable. In-roo m Safe: Safe instruction is either written o n the safe or plac ed inside the safe. Basket and information pa per for “Complimentary shoeshine” are p laced inside the wardrobe, on the floor. Items for laundry and pressing services are plac ed in a compartment, inside the wa rdrobe.

Right shelf: Turn down tray Laundry items consist of 2 A4 paper for dry cleaning, 2 A4 paper for regular laundry and 2 laundry bags. 2 Brea kfast do or knob menus 1 Sewing kit • •

• •

Mini-Bar • • •

C ounter top: Ice bucket with ice tong a nd c over (if applicab le). A hand bottle opener is supplied in the refreshment centre (mini-bar), fixed to the exterior. Plastic stand for kiosk and mini bar is placed in front or on top of the bar or kiosk, facing the guest.

Top Shelf: Mini bar prices list 2-4 DHR complementary drinking water with bottle neck tag (depending on room occupancy) 1 Tea kettle C offee C ups and tea spoon (depending o n room occ upancy) with underliners/sauc ers Sugar Bowl (4 c offee ma te, 4 tea bags, 4 white sugar and 4 brown suga r, 2 sugar substitute or similar and 4 dairy cream) 4 Co cktail nap kins (pape r with hotel logo) Wood en tray for mini bar set up (if ap plica ble) G in, Vodka, J ohnnie Walker Red Label, Hennessy C ognac VSOP and one loc al whisky C hips/ Mixed nuts or dried fruits Condoms Smints or similar Mo squito Repellent Aspirin Loc al Ma p (if applicable) Private persona l mini-bar items as req uested by the guest • • • • •

• • • • • • • • • •


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Housekeeping


Guest Room Amenity Setup - Group Standard Rem a rk: O t h e r m e r c h a n d i si n g p r o d u c t s d e p e n d i n g o n p r o p e rt y ; su c h a s c h il d re n a rt ic l e s, te d d y b e a r s/ a n i m a l s m a t c h i n g t h e l o c a t i o n a n d c o u n t r y , sp a p ro d u c t s, h a n d i c r a f ts, j e w e l l e ry , b o t tl e o p e n e r, te x t i le s , e t c . ..

Inside C abinet - Left Top Shelf: Dessert knife/ Dessert plate/ Dessert fork/Dessert spoon (depending on room occupa ncy) •

Under Shelf with Wooden Tray: 2 Beer glasses on coa ster 2 Highball glasses on c oa ster 2 Roc k glasses on c oa ster • • •

Refrigerator with mini-bar items as the following: • • • • • • • • • • • • • •

Small bottle of white and red wine (with sc rew cap ) Small bottle of spa rkling wine or C hampagne (if applica ble) Imported beer and loca l beer C oc a C ola and Diet Coke or Pepsi and Pep si Light Sprite or 7Up Fanta or Mirinda Schwepp es Tonic and Soda Ice Tea (preferably Lipton) J ap anese or C hinese Green Tea Mixed fruit juice a nd orange juice Healthy juice such as guava or mango etc. Sparkling mineral water (preferab ly Perrier) and one still mineral wa ter (preferab ly Evian) C hoc olate ba rs (Snickers and Ma rs) C hoc olates/”Friandise” of the House in hotel wrapp ing/ pa ckaging boxes

Ba t h r o o m a m e n i ti e s •

• •

Hotels & Resorts bathroom amenities selec tion consist of: Emery board, sewing kit, c otton tips, body lotion, conditioner, shampoo, 3 different bath oils, disposable bag, shower cap, 2 small soaps and toothbrush kits (unless room occupancy is higher). Each bathroom contains two water glasses. The glasses are covered with a plastic lid. Bathroom fea tures one digital scale.

Ma ke up c ounter, if app licable (pairs of 2 unless room oc cupa ncy is higher or as specified b elow): 1 Cotton c ontainer 1 Tissue box Bath towels Hand towels Face towels • • • • •


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Housekeeping


Guest Room Amenity Setup - Group Standard Ba t h r o o m a m e n i t ie s - C o n t in u e d

Bathtub A rea (1 pc unless room oc cupa ncy is higher or as specified b elow): C eramic tray for amenity setup Bath foam, c onditioner, body lotion, shampoo (bottles) 2 Bathing oil bottles Burner with matc hes and smelly oil 2 Bath towels 2 Hand towels 2 Face towels • • • • • • •

Toilet Area: 1 Toilet paper roll hanger (with 2 spare toilet paper rolls in the bathroom cabinet) 1 small Garbage bin • •

Shower Area: Tray setup with bottles (if ap plicab le) Bath gel, conditioner and shampoo container or bottles, filled up to ¾. Towel hook or hanger Shower mat (for sec urity reasons) • • • •

Balcony • • • • • •

Balcony table Balcony chair(s) Armcha ir with c ushion (optiona l) Ashtray C loth hanger line (optional) Pictures/wall paintings/decor (optional)

Rem a rk: Shoe shine • • • •

C omp limentary shoeshine service is available to every guest. Shoes are returned as per guest req uest. For overnight service, shoe s are returned by 07:00 or the time designated by the guest. Shoes are returned in appropriate bag or ba sket.

Re m a rk: Pillow s •

Additional pillow selection “a la carte” may be available in selected brands.

Re m a rk: Pre-O rdered Private M ini Bar Item s (p rio r to g ue st a rriva l) • •

•

• •

Pre-ordered private mini bar item(s) service prior to guest check in is available to all guests. Pre-ordered private mini bar item(s) service may not apply to some Petit properties due to its exclusive or secluded location. Pre-ordered private mini bar item(s) are fully paid according to sales price prior to arrival and rec ord after consummation send to Front Office/Reservations. Private mini bar must be setup at least 2 hrs prior to guest arrival in their mini-bar. Beverages and cold items are setup in the refrigerator, all other product on the kiosk/bar counter.


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Housekeeping


Guest Room Amenity Setup - Group Standard

Suites/ Executive Floor Li v in g ro o m • • • • • • • •

Dinning table and chairs with flower vase setup. Luggage rack Sofa bed in the living room with cushions and pillows. Sofa table in front of the sofa bed with ca rpet/ma t. Bar c abinet with mini-bar, under and top shelving, under-counter built-in mini-bar. Television ca binet with ad ditional LC D/Plasma Television with remote control and TV program. DVD player/ HIFI stereo with remote c ontrol I-Pod station and PC station (optional, if applicable).


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Housekeeping


Restoc king of Mini-Bar Objective This SOP shall ensure to proper handling of requisitioning, storing, rec ording and b illing of mini-bar/kiosk items of guest rooms.

Pricing Pricing of mini-bar/kiosk items is inline with the Hotel’s/Resort’s Pric ing Policy. •

Mini-bar/Kiosk Inventory Slip Dep end ing on the size of property, an inventory mini-ba r/ kiosk slip must have 3-4 cop ies; one copy goes to Front Office for billing and guest folio (after guest consumption), one goes to FI (rec ording purpo ses), one cop y remains at Housekeep ing (for rec ording purpo ses and store requisition), an additional copy is optional (for recording or store requisition). •

Stock keeping: Housekeeping Department keeps a small mini-bar/kiosk inventory stock not exceeding 10-15% of the tota l amount of guest room inventory for efficient refilling. •

Procedures •

• •

•

• • •

•

•

Hotel uses only internal mini-ba r/kiosk inventory slips, a guest will never fill-out or sign a ny slips. Room ma ids carry inventory slips with them during room c leaning. Refilling of mini-bar/ kiosk items takes plac e during the daily room cleaning service. C hec k expected arrivals first, followed by guest in reside nce, and finished with all rema ining room statuses. Expec ted C hec k-out Rooms: Mini-ba r/kiosk is to be inventoried but not refilled until the guest has c hec ked out of the room (to p revent guest claims of non-c onsumption). Fill-in the amount consumed of each item on the inventory slip. Write the room number, guest name, date, time and your signature. Keep one copy of the mini-bar/kiosk inventory slip separated (on file/for recording purpose within HK Department) Send the second mini-bar/kiosk slip to Front Office (may not be applicable to certain hotel brands with centralized PMS system with a Housekeeping Interface/Link). The third copy is send to A ccounting with all other mini-bar/kiosk inventory copies of all rooms and day.


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Housekeeping


Restoc king of Mini-Bar

Refilling of all items: Plac e them nea tly with the labels fac ing the guest. Ensure that labels are new and unblemished. Ensure that the hotel mini-bar/kiosk stripe is labelled on all mini-ba r/kiosk items, to avoid guest claims of own purcha sed items. Rotate items to ensure freshness, placing new items at the back. It is important that each room inventory is written in a mini-bar expiry sheet to avoid spoiled items. Items are to be taken out of the room inventory BEFORE expiring and according to the set expiry standards of ea ch product. Rep lace any items with blemished labels and return them to Housekeep ing. Do not write o r stick anything on the trad emark/brand logo. Ensure that the price list up to date. Write maintenanc e request on the spot regarding refrigerator defec ts. Occupied rooms are refilled during the regular make up of the guest room and may only be refilled with the missing items; ad ministrative work ca n be d one outside of the gue st room. “DnD” rooms are not disturbed with refilling of mini-bar items. Housekeeping Associate in the evening or night shift (depending on Housekeeping operation) fills req uisition forms for Ac counting. • • •

•

• • • • •

• •


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Housekeeping


“Lost and Found” Objective This SOP shall e nsure the proper rec ording, storing and distribution of “lost and found” items in a property. W h e r e t o k e e p “ l o st a n d f o u n d ” i te m s? • •

At the Housekeep ing Office (depe nding on the Hotel’s/Resort’s orga nization). At the Front Desk (in the guest folio, or in a separate designated area) which DHR recommends to be chosen for.

Procedure 1. 2. 3.

4.

C ollec t all item(s) left behind from a guest room in its de signated box/ba g with the room number, date, finder and time of found item(s) written/tagged on it. Front O ffice Department is to be informed immediately (it might be the c ase that that pa rticular guest room is due to check-out at the Front Desk). Box/Bag is send immediately to the Housekeeping Office and to be recorded. The Housekeeping associate will log the item(s) by number, room number, name of the person who has found the item, date and time. Front O ffice will chec k whether the g uest is still loc ated in the hotel or has alrea dy c hec ked-out: 4.1 4.2

5.

6. 7.

If the guest is still in the Hotel/Resort, he or she has to be conta cted immed iately, reg ardless of co ntent of the bo x/ba g. If the guest has checked-out, the guest has to be contacted via his/her contact detail by mail/email/phone/fax etc.

If any items of value (jewellery, watches, money, mobile phones, devices & applications etc) have been found, Housekeeping Management is to be informed immediately. He/She will issue a claim form and keep all items in the Hotel’s/Resort’s safe until further action is taken, claim form is forwarded to the General Manager for approval. If the guest could not be contacted (no response/acknowledgement) within 180 days, the item(s) are to be send to the guest’s residential address with a letter from the General Manager. It is up to the General Manager’s decision from what value onwards an item/items are send (by postal mail, preferab ly registered) domestica lly or internationa lly to it’s respective guest.


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Housekeeping

Standa rd Op erating Proc edure Update: 02.07.08 /C O-HK-SOP-012

C loset/Pantry Supply Objective This SOP shall ensure that the demand of guest supplies is maintained at all times rega rdless of oc cupancy, ac c ording to PAR stock of ea ch closet/pa ntry of the property. Definition of PAR

Par value, in finance and accounting, means stated value or face value. From this comes the expressions at pa r (at the par value), over pa r (over par value) and under par (under pa r value). To a d just PA R’s

Since most Hotel’s and Resort’s are affected b y sea sons and low/ high oc cupa ncy fluctuations, the Housekeeping Management must schedule ahead/forecast approximate guest supply quantities on dema nd and thus its daily turnover in the room closets/ pa ntries.

Procedures 1. 2.

3. 4.

5.

6.

All linen/ terry closets/pantries must be chec ked be fore starting the daily work assignments. If in any case the stock is not sufficient, Housekeeping Office is to be informed for immediate refilling. The linen/terry PAR stock in each closet/p antry is stocked-up in the evenings or during the night (depending on Hotel’s/Resort’s organization) with the correct amount of linen and terry, according to PAR list of each room closet/pantry. Supplies of room amenities such as bathroom tissue, bathroom supplies etc, must be checked to ensure that guest rooms efficiently and effec tively supplied when needed. Room boys or where appropriate are advised to check of any items in the closets/pantries which are not part of the inventory of that closet/pantry (i.e. extra pillows, rollaway beds, baby c ots etc ); items are re-loc ated to its designated storage area . Other Departments may share Housekeeping storage in closets/pantries; however, designated areas are established with bin cards indicating, date, item, quantity and balance of each item stored. Used and new linen/ terry are separately kept and never plac ed on the floor.


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Housekeeping


Turndown Servic e Objective This SOP shall ensure the correc t and efficient proc edure of exec uting the daily turndown standard to all guests in residenc e of a DHR prop erty.

Standards • • •

Turndown servic e is provided between 18:00 and 21:00. Turndown service is provided to all guests in residence. If turndown service cannot be p rovided (e.g. “Do not disturb” sign), a “Turndown” attempt c ard is slipped under the guestroom door, informing the guest that turndown service was attempted and inviting the g uest to call for the service until 21:00.

Procedures • •

The turndown service shall be c arried out with the least disturba nce to guests. The turndown service doe s not exceed 20 minutes.

Always assume that someone is in the room and allow them the time to get to the door: 1. 2. 3.

Softly knock on the guest room door/ring the bell. Wait 10 seconds and knock/ring the bell again if there is no answer. Announce yourself with name and department. “ G o o d e v e n i n g , th i s i s Kh u n So m c h a i fro m H o u se k e e p i n g . ”

4. 5.

W a it f o r t h e g u e st t o o p e n t h e d o o r.

Smile and g reet the guest by name and with a “wai”: “ G o o d e v e n in g M r Bro w n w o u l d y o u l i k e t o h a v e y o u r t urn d o w n s e rv i c e n o w . ”

6.

The name is on the worksheet which will be kept with you for the information needed to service the guest. Names are used at all times. If the guest does not stay in the room, the door shall be left open with the amenity basket in front of the entrance d uring the turndown.

The Room Attenda nt/or ap propriate shall perform the following steps: 1. 2. 3. 4. 5. 6. 7. 8. 9.

Removes any Roo m Service item(s) to the roo m pa ntry. Empties the a shtray(s). Empties the wa ste b asket. Washes ashtrays, the dirty glasses and/or any other room items and replace as per standard. Tidies the room. C hec ks the ba throom supp lies and the towel c ount; replac e a ny dirty linen item. Re-points the toilet p ape r and tissues. Empties the bathroom waste basket/ashtray and wash all dirty glassware. Dries the sink and tub surfac es.


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Housekeeping


Turndown Servic e Procedures - Continued 10. Rearranges the toiletries/a menities. 11. Turns down the bed (s) as per hotel standa rd. 12. Turns on the bedside lamp(s) and close the night curtains. 13. C leans floor, ajar ba throom door(s). 14. C loses the entrance a nd b alc ony door gently after switching on all lights and the airconditioning a s per hotel standard. 15. Removes all articles from the bed: Turn-down the co rners of duvet fold them bac k in order to form a neat triangle. Plac e the pillows on the bed with the open ed ge of the pillowc ase facing the wall. If it is a double bed, the open ed ges of the pillow c ases must be fac ing eac h other. 16. Returns the guest’s pyjamas and/ or folded clothing b ack onto the turned do wn bed(s) in their original plac es. 17. Places a card/gift with a good night amenity as per hotel standard. 18. Plac es the doorknob breakfast menu on top o f the turned do wn sheet. 19. Leaves the room quietly after finishing of the service a nd thanks the guest by wishing them a good night: “ Th a n k y o u M r / M s/ M r s Bro w n , h a v e a g o o d n i g h t a n d I a m l o o k i n g f o rw a rd t o se e i n g • •

y o u t o m o rro w . ”


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Housekeeping


Room Status Definitions Objective This SOP shall assist in determine the correc t status to its current room status and to forward the co rrec t status to other departments such as Front O ffice. Vacant

Any room vacated, cleaned and is ready to sell is considered “vacant”. • • •

VC VD VC I

= Vacant clean , need supervisor inspection, assigned for chec k-in = Vac ant dirty / C hec k Out = Vac ant C leaned Inspec ted

Occupied/In-use

A room which is either physically occupied by a guest or bears a sign of such an occupancy, such as luggage or toilet articles is considered “occupied”. • • •

OD ODD C IT

= Occupied Dirty = Occ upied Dirty/Due out or Departure = C hec k In Tod ay

Day Use

A guest room that is used for only a half of the d ay instead of a full-da y/night. •

DU

= Day Use

Check-Out

A room which is reported due to be vacant from previous occupancy but still requires room cleaning is conside red “C hec k out”. If the status indica ted from the Front d esk is “chec k-out”, it signifies that the guest is to “c hec k out” of the hotel. Sl e e p O u t

A room, which a ppea rs oc c upied without the bed having bee n slept-in. •

SO

= Sleep Out

Out of Order •

•

• •

A room that is temporarily/permanently out of order, not usable and thus not sellable due to a condition of defect, malfunction of the room itself or parts of it. An out of order room is taken out of the room inventory. Any out of order room must have identification as of the approximate length of time the room will be out of order and the reason. The Housekeeping Management must run an out of order report daily. Out of Service is referring to a roo m with defec ts or no defects, i.e. if Rooms division wa nts to a ssign Emergency Rooms etc. Out of Service rooms are not taken out of the room inventory. OOO OOS

= Out of Order = Out Of Service


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Housekeeping


Room Status Definitions Do not Disturb Any roo m that has a “DnD” tag/sign or “DnD” privac y light, indica tes that the guest does not wish to be disturbe d. DnD status must be monitored by Housekeeping Floor Supervisors. •

•

•

•

If turndown service cannot be provided (e.g. “Do not disturb” sign), a “Turndown” attempt c ard is slipp ed under the g uestroom do or, informing the guest that turndown service was attempted and inviting the guest to c all for the service until 21:00. Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by the guest). If privac y sign (Do not disturb) is displayed for more than 24 hours, the room is chec ked by the Exec utive Housekeeper or Assistant (in person or by calling). If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note under the door) to c ontac t HK in order to ha ve the room c leaned.


2

Housekeeping


Master Key Handout Procedures Importance A master key can open any room, especially the ones occupied by the guest.

•

Since the guest has all her/ his belongings and valuables in the room, any related incident may lead to the accusation of the a ssoc iate c onc erned who, as the sole signatory for the key, will be held ultimately responsible.

•

Procedure All master keys must be signed in/out, along with the complete name of the receiving person and the c ountersignature o f the daily ap pointed witness.

•

Once the key has been issued, ensure that it is securely attached to the appropriate carrier, belt, key ring, etc.

•

All master keys and other keys related to the operational activity of the Housekeeping Department shall be kept loc ked in a specific c ab inet in the Exec utive Housekeep er’s Office.

•

Its access must only be authorized to the following p ersons: • • • • •

•

•

General Manager/Resident Ma nager EAM Rooms Executive Housekeeper Assistant Exec utive Housekeep er Duty/Night Ma nager Any damage caused to a master key shall be immediately reported in order for the Housekeep ing Department to replac e it promptly. In the case of a loss of a master key, Housekeeping is to inform Front Office/Duty Manager immediately, followed by the respective re-coding procedure for all guest rooms and keys. An additional perimeter check might be to be considered if the keys is to be known lost on the property.


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Housekeeping


Master Key Handout Procedures Issuing •

•

•

•

•

•

•

Any Housekeeping Department key movement must be recorded in the key movement registration book. The key remains the responsibility during his/ her entire shift period b y the assoc iate who signed -in the record book. C onsequently, the following beha vioural points shall be strictly respected: The key shall never be lent to any other assoc iate The key shall be reliab ly fixed to the uniform and never be left in a door or in the room maid’s basket. If the assoc iate must leave the hotel for any rea son, he/she must return the key to the Exec utive Housekeeper’s Office and sing-out in the key movement registration book confirmed by the daily appointed witness’s signature. At the end of the shift, the key must be returned to the Executive Housekeeper’s office and the associate shall sign-out in the key movement registration book along with the daily appointed witness’s signa ture.


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Housekeeping


The Professional Maid - a HK Glossary Objective The Professional Maid and Housekeeping Assoc iate must know the basic Housekeeping Glossary in the English knowledge.

Glossary Room Inventory ชนดของหองพัก •

Depending on hotel property

HK Terms and Glossary รายการตางๆท กา หนดในการเชทหอง Linen อปกรณเคร องนอน 1. Bed Sheet ผาปท น อน 2. Bed Pad ผารองกันเป อน 3. Duvet ผานวม 4. Bed Spread / Duvet Cover ปลอกผานวม 5. Pillow C ase ปลอกหมอน 6. Hand Towel ผาเชดมอ 7. Face Towel ผาเชดหนา 8. Bath Towel ผาเชดตัว 9. Bathmat ผาเชดเทา 10. Bathrobe เส อคลม 11. Pillow (d ifferent size) หมอนสารอง

Amenities วัสดส ง ของเคร องใชภายในหอง 1. Comb หว 2. Conditioner ครมนวดผม 3. Shampoo แชมพสระผม 4. Bath Gel สบ อาบน า 5. Bod y Lotion ครมบารงผว 6. Shower C ap หมวกคลมผม 7. Sanitary Bag ถงใสผา อนามัย 8. Sewing Kit เขมดาย 9. Cotton Bud คัดเต ลบัด 10. C otton Pad สาลกอ น 11. Toothbrush แปรงสฟน 12. Shoeshine ท ขัดรองเทา 13. Detergent ผงซักฟอก 14. Razor Blades ท โกนหนวด 15. Finger Nail ท ตะไบเลบ

Guest Supplies ของใช ในหองผ พัก ©This material is co pyright p rotec ted and is prop erty of Daniel G . Fuchs and Stepha n Faessler.

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Housekeeping


The Professional Maid - a HK Glossary 1. Toilet Paper Roll กระดาษชาระ 2. Tissue Box กระดาษทชชกลอง 3. Drinking G lasses แกวน า 5. Ashtray ท เข ยบหร  6. Matches ไมขด ไฟ 7. Laundry Bag ถงใสผาซัก 8. Mosquito Repellent Ma chine ยากันยงแบบเคร อง 9. Shoe Box เซฟ 10. C loth Hangerไมแขวนเส อ 11. Mini-Bar C roc kery and cutleryชดมด / ซอม 12. Burnerท ไสน ามันหอมระเหย 13. Design croc kery ชดจาน 14. Ha irdryer ไดรเปาผม 15. Umbrellasรม 16. Slippersรองเทา

Printing ส งพมพ 1. A4 Letter Hea d/ Facsimile Paper กระดาษเขยนจดหมาย 2. Envelope ซองจดหมาย 3. Guest Questionnaire แบบสอบถามความคดเหนลกคา 5. Note Pad สมดโนต 6. Pen ปากกา 7. Television Program โปรแกรมทว 8. Laundry List บลสงผาซัก 9. Dry C lea ning & Pressing List บลซักแหง, เรงดวน 10. Mini Bar Price List บลราคาเคร องด ม 11. Door Knob “Do Not Disturb” ปายหามรบกวน 12. Door Knob “Please Make Up Room” ปายใหทา ความสะอาดหอง 13. Room Service Menu เมนรมเซอรวส 14. Spa Menu เมนสปา 15. Rooms Direc tory แฟมขอมลหองพัก 16. Samui Direc tory / Telep hone Book แฟมขอมลสมย / สมดโทรศัพท


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Housekeeping


The Professional Maid - a HK Glossary Cleaning Equipment อปกรณทา ความสะอาด 1. 2. 3. 4. 5. 6. 7.

Soft Broom ไมกวาด Brush แปรง Feather Brush แปรงทาความสะอาดแบบเปนขน Plastic Bowl ถวยพลาสตก Plastic Bin / Bucket ถังขยะพลาสตก C leaning Woo l, multicolor ท ทา ความสะอาดขนสัตว Sponge ฟองน า


3

Housekeeping


The Professional Ma id - C lea ning Tec hniques Objective The Professional Maid and Housekeeping Assoc iate must know the basic knowledge of efficient cleaning tec hniques and utensils used .

Procedures Methods of Cleaning (Mechanical Processes & Procedures)

ขอควรระวัง/วธก ารใช และคณสมบัตของน ายา Cleaning C hemicals น ายาทาความสะอาด 1. SC Save & C lean ; Liquid c leaner and sanitizer is designed for cleaning toilettes, urinals, washroom floors, walls and hard surfaces without causing metal corrosion. น ายาทาความสะอาด และฆาเช อ สาหรับลางโถชักโครก, โถปสสวะ, พ นหองน า, ผนังหองน า โดยจะไมทา ปฏกร ยารนแรงกับโลหะ 2. No Rust; Liquid cleaner can be used to remove rust and sediments. To avoid using on marble surfaces. น ายากัดสนม จะทาใหรอ งรอยสกปรกหลดไป ระวังอยาใหโดนหนออน 3. Window C lean; Powerful glass window cleaner. Cuts through grease soils to leave sparkling surfac es. น ายาเชดกระจก ขจัดคราบรอยเป อนทาใหกระจกใสเปนประกาย 4. Pick Up; Liquid mop treatment is designed to treat dust mops to increase ability of collecting and holding dust. Conta ins solvents and oil. Use for every hard floor surfac e. ชวยเพ มประสทธภาพของไม Mop ใหดัก เกบ ฝนไดดข น 5. Shine-Up; versatile general purpose polisher is designed to maintain and protect furniture and other hard surfaces such as wood. Laminate, vinyl, plastic and leather with a long-lasting shine. Using a white towel wipe the surface a fter spraying furniture wax. น ายาทาความสะอาดเฟอรนเจอร คงทนเหมอนใหม อย ตลอดเวลา เหมาะสาหรับเฟอรนเจอรไม, ลามเนต, ใยสังเคราะห และเคร องหนัง ใชผา ขนหนเชดทาความสะอาดหลังจากฉดน ายาไปแลว

General Bathroom Cleaning การทาความสะอาดหองน า 1. C lean the top of the wall all around the bathroom, the light fixtures and chec k for any missing hooks. ทาความสะอาดผนังหองน า จากดานบนจนถงดานลาง ตรวจดไฟในหองน า และ ตะขอแขวนผาเชดตัวใหเรยบรอย 2. Wash and polish the wall tiles. เชดผนังหองน าใหเงา 3. Polish the mirror(s) with a cotton rag. เชดกระจกใหสะอาดดวยผาสะอาด 4. C lean the J acuzzi inside, outside a nd p olish the metal fixtures. ทาความสะอาดอางอาบน าทั งขางใน, ขางนอก ขัดหัวกอก

ใหมันเงา 5. Be c areful with any article left by the guest and move it during the c leaning session. ขณะท ทา ความ

สะอาด ควรเคล อนยายส งของตางๆของผ พักดวยความระมัดระวัง 6. C lean a nd dry the floor, starting from the inside a nd ending a t the do or. เชดพ นหองน าใหแหง โดยเร มจากขาง

ในมาจนถงประตหอ งน า 7. Display the exact towel count and refill the supplies and the amenities. จัดวางผาเชดตัว เชดหนา และเชดมอ ให ครบ เตม อปกรณ, ส งอานวยความสะดวกในหองพัก ใหครบถวน 8. Turn off the lights. ปดไฟทกดวง 9. Always leave the door ajar for effec tive ventilation. เปดประตหองน าคางไวเพ อการระบายอากาศท ด


1

Housekeeping


The Professional Ma id - C lea ning Tec hniques

Toilet Bowl Cleaning การทาความสะอาดโถชาระ 1. Flush the toilet and add the cleanser into the bowl, and let it soak for the number of minutes displayed on the product bottle. กดชักโครกท ง 1 ครั ง แลวใสน ายาทาความสะอาดท งไวสักคร  แลวมาจัดวางอปกรณท ใ ชในการอาบน า 2. C lea n the top of the lid. ทาความสะอาดดานบนฝาครอบ 3. Wash the lid inside a nd o utside, and the underneath and top of the sea t. ลางฝาครอบทั งดานใน, ดานนอก,

ดานลาง และดานบนท นั ง 4. Wash around and und erneath the bo wl with a toilet brush or by hand , using app ropriate rubber gloves. ลางทาความสะอาดโถชักโครก ดวยแปรงหรอมอ อาจใชถงมอได 5. Put the b rush into the bowl and scrub every pa rt of the b owl. ใชแปรงขัดทกสวนภายในโถชักโครก 6. Flush the toilet and rinse the toilet removing all the suds. กดชักโครกอกครั งเพ อชาระลางฟองจากน ายาทาความสะอาด 7. Dry both sides of the lid and seat. เชดฝาครอบและท นั งใหแหง 8. Dry around and underneath the bowl and make sure there are no strea ky marks. เชดขอบดานลางของโถ

ชักโครกใหแหง ตรวจดไมใหมรอยเป อนตกคาง 9. Flush the bowl again, and make sure it is clean, odorless and filled with clean water. กดทาความสะอาด

ชักโครกอกครั ง เพ อไมใหมกล น Hand Basin Cleaning การทาความสะอาดลางหนา 1. Remove any a rticle belonging to the guest from the shelves while cleaning. ยายส งของของผ พักออกจาก

บรเวณท จะทาความสะอาด 2. C lean the tap , drain and stopper, and scrub the basin bowl thoroughly.ทาความสะอาดหัวกอก และฝาครอบทอ น าท ง , เชดลางอางลางหนาใหสะอาด 3. Polish with a clan dry cloth. ขัดถดว ยผาแหงอกครั ง 4. C lea n the p ipes below the bowl. ทาความสะอาดทอน าใตอางลางหนา 5. C lean glass shelves. ทาความสะอาดชั นกระจก 6. If a sink stopper is broken or missing, or the p lumbing need s any attention, report the prob lem at once to the Engineering in order for the maintenanc e request to be issued immediately and the problems to be fixed immediately. หากท ปลอยน าท งชารด รบแจงซอมทันท 7. Dry the wash basin and its fittings. เชดอางลางหนาและอปกรณทก อยางใหแหง 8. C lean the mirror with a clean dry cloth. เชดกระจกดวยผาแหง

Bathroom Floor Cleaning การทาความสะอาดพ นหองน า 1. Sweep the floor with the broom before c leaning. กวาดพ นหองน ากอนทาความสะอาด 2. Floor tiles are to be scrubb ed with wa rm soa py wa ter or with the app ropriate c leanser. ลางกระเบ อง

พ นหองน าดวยน ายาลางหองน าอยางออน 3. 4. 5. 6.

Begin in the farthest corner from the door. เร มทาความสะอาดจากมมท ไกลท สด นับจากประต Go to every corner to remove the dirt. ขัดทาความสะอาดตามซอกตามมมตางๆ Rinse a nd dry carefully. ชาระลางและเชดใหแหงดวยความระมัดระวัง Clean the door mirror. ทาความสะอาดกระจกหองน า


2

Housekeeping


The Professional Ma id - C lea ning Tec hniques Shower Head Cleaning การทาความสอาดหัวฝกบัว 1. Take out the showerhead and , by using a toothbrush, scrub around the showerhea d with the stainless steel cleaner/ po lish. ใชแปรงสฟน ท ใชแลว ขัดทาความสะอาด 2. Wash, dry and polish the metal fixtures. ทาความสะอาดและเชดอปกรณโลหะใหเงามัน

Bed Making การปท นอน Put on the sheet; กาหนดวธการทาดังน  1. Plac e the sheet evenly on the mattress with the centre down the middle and with the right fac e up

แผผา ปลงบนฟก แบงผาใหเทากัน เพ อความสวยงาม

2. Tuck the sheet under the mattress at the head top two c orners and tuc k in the other sides of the sheet tightly. พับสอดผาปท น อนดานบนกอนทั ง 2 มม แลวตามดวยมมท เหลอ ดงผาใหตง Plac e the Duvet on the bed ; การวางผานวมลงบนเตยง 1. Fit the duvet on. หาผานวมใหเหมาะสมกับเตยง 2. C entre the bed duvet so that both sides and foot hang evenly. ปผา นวมลงบนเตยง ใหชายผานวมดานลางทั ง 2 มม หอยจากเตยงลงมา เทาๆ กัน 3. Fold the top edge ba ck at ab out 12 inches from the edg e of the bed . พับดานบนผานวมกลับมาทางปลายเตยง ประมาณ 12 น ว วัดจากหัวเตยง Plac e the Pillows on the bed; การวางหมอนลงบนเตยง 1. Fluff the pillows and fit them into the pillowc ases. นาหมอนหนนใส ปลอกใหเรยบรอย 2. Plac e the pillows at the head of the bed from the edg e. วางหมอนดานบนหัวเตยง 3. Ma ke sure the bed spread is neatly placed. ตรวจดใหแนใจวาการปเตยง เรยบรอยด

Pillow หมอน 1. Remove the pillow ca ses and place them among the soiled linen. เอาปลอกหมอนออกจากหมอน

แลววางรวมไวกับผาท จะซัก 2. Place the pillows on the c hair วางหมอนไวบนเกาอ  3. Do not put them on the floor because they will collec t dust. หามวาง หมอนไวท พ น  เพราะจะเป อนฝ น


3

Housekeeping


The Professional Ma id - C lea ning Tec hniques

Duvet ผานวม 1. Fold the duvet neatly and plac e it on a cha ir. พับผานวมใหเรยบรอยแลววางไวบนเกาอ  2. Unstuck all the bed sheets and the duvet and remove them separately. สบัด ฝนทั งผาปและผานวม แลววาง

แยกกัน 3. Remove the sheet and place it with the soiled linen. ดงปลอกออกแลววางกองรวมไวกับกองผาท จะนาไปซัก

Sheets ผาปท นอน 1. Remove the bed sheet separately and place it with the soiled linen. ดงผาปท น อนออกเพ อนาไปซัก

Bed-Pad ผารองกันเป อน 1. To be changed only if nec essary. ควรเปล ยน ถาจาเปน 2. If soiled, remove it and plac e it with the soiled linen. ถาสกปรกมา ใหนาไปซัก


4

Housekeeping


Supervisor - Bathroom Inspec tion Objective Ba t h r o o m D o o r

1. 2. 3.

Safety/sec urity instruction b oa rd is firmly posted be hind the d oor. C lothes hooks are c lean. Door opens and closes smoothly.

Ceiling

1.

No varnish or paint is falling-off.

Mirror

1. 2.

Mirror is clean and polished. No fingerprints or watermarks.

Lig hts

1. 2.

Lights are functioning and not flickering. Light shades/ covers are c lean.

M a rb l e C o u n t e r

1. 2. 3.

Ma rble c ounter is clean a nd dust free, especially in the c orners. Bathroom glasses are clean and polished with no chipped edges and covered with a lid. Amenities are set and c omplete, displayed as per hotel standard.

Wa sh Basin

1.

Overflow hole, plug and waste hole is spotless and shiny

Toile t Bow l

1. 2. 3. 4. 5. 6.

G eneral cleanliness, inside a nd outside. Seat and c over are is clean and in goo d c ondition. Toilet hinge is clean. Paper sanitation stripe is in place. C hrome fixtures are c lean and polished. Extra pa per rolls and disposable ba gs are set (stored in the ba throom area ).

Bathtub

1. 2. 3. 4. 5. 6. 7.

Shower head and sprinkler holes are c lean a nd polished. C hrome fixtures, i.e., rod, fa ucet, rac k is clean and po lished. Tap is functioning properly. Soap dispenser has no soap residue and the tube is in good working condition, bottles/dispensers are refilled . C lothe line fixture is present in good condition and of the c orrec t length. Shower room/shower ca bin glass door is clean. Shower door is closed, dust free and not damaged (if applicable).


1

Housekeeping


Supervisor - Bathroom Inspec tion Waste Baske t

1.

C lea n, dust free and not da maged.

Fa c ia l Tissue s

1. 2. 3.

Tissue holder is clean and polished. C ontainer is filled with sufficient tissues. First tissue is always nicely folded as per hotel stand ard.

Toile t Pa p er

1. 2.

Holder is clean a nd p olished. First paper is folded as per hotel policy.

Others

1. 2. 3. 4. 5.

Bath Towels (2 piec es) - Plac ed on the ba th towel rack, or as per hotel standard. Hand Towels (2 piec es) - Folded in 3 pa rts displaying the hotel logo and set through the ha nd towel rac k at the vanity counter, or as per hotel standard. Face Towels (2 piec es) - Folded in 2 parts displaying the hotel logo a nd p lac ed on the vanity top, or as per hotel standard. Bathrobes (2 piec es) - On a coa t hanger inside the c loset with the belt neatly tied a round the waist and the loose threa ds removed , or as per hotel standard. Bathmats (1 piec e) - Plac ed over the foot area of the bathtub with the logo standing upright over the edge, or as per hotel standard.

Ba throo m Floo r

1. 2.

Floor is scrubbed properly, including the edges. Toilet and counter area underneath is clean.

Ba t h r o o m I n sp e c t io n D isc re p a n c y

1. 2. 3. 4. 5.

Upon completion of a bathroom check, all the discrepancies detected in the room are to be rec orded for roo m history filing. Supervisor shall decide whether the job is minor or req uires any further assistanc e from the Engineering. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform the job/task. The Supervisor shall demonstrate tasks to the assoc iate if nec essary. The room shall not be given the VC I (vac ant clea ned inspected) status if any discrepancies remain.


2

Housekeeping


Linen C ontrol Proc ed ure Objective This SOP shall ensure its c orrec t handling/ organization of all relevant linen proce dures within a property. Some hotel properties may not have an internal laundry, thus strict recording procedures are a must if outside c ontracted laundries are used. Li n e n H a n d l in g Pro c e d u r e •

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All clean linen, displayed in the room must be plac ed on a lugga ge rac k, desk and/ or availab le c hair(s). C lean linen is never to be p lac ed on the floor. The use of clean and undamaged linen is mand atory. Any d amaged or soiled linen shall be separated a nd returned with the related notification to the Housekeep ing/Laund ry Depa rtment. Eac h linen item has its spe cific purpo se and is neve r used for dusting or polishing. Designa ted rags are provided for cleaning by the Hotel/Resort. The linen trolley/b ag s shall never be overfilled in order not to damage b oth the trolley/b ag and the linen. When full, the bag shall be emptied on the pantry room floor (if applicable) awaiting use of the laundry chute. Overfilled linen/ rubb ish ba g(s) are d ifficult to empty. Dirty linen is never placed on floors in order not to increase internal/external laundry costs. In the linen room, great care shall be taken to ensure that chutes are free from any type of obstruction (if applicable).

Linen Roo m Stoc k •

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All linen rooms shall be stoc ked o nly with clean linen from the Laund ry in order to maintain the pre-established PAR levels per linen item and to ensure that the Room Attendants do not enc ounter any shortage which hamp ers their productivity. C lean linen a re c ollec ted from the Laundry using the mobile laundry bins/ba gs and p romptly stacked onto the shelves of the pantry rooms neatly by strictly respecting the displayed PAR stoc k levels. Adequate supply level of sundry items, i.e.; soap, tissue, toilet paper, etc., is maintained with ea ch delivery of c lean linen, as per req uest. The PAR stock level may be determined by the ca pa city of the linen shelves. Linen room is in a neat, clea n and tidy c ondition at all times.

Sub stand a rd Linen •

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All linen identified as substandard is to be issued to the Executive Housekeeper or Assistant for any (eventual) further use. All linen/towels returned from the internal/external Laundry are to be checked thoroughly for any damages. Any linen/towels, which can be repaired, are to be forwarded to the internal/external Laundry for the nec essary fixing. Disc arded linen must be issued and rec orded to the Exec utive Housekeep er or the Assistant. Discarded linen shall be used as dusters or as co vers for the c arpets being shampooed .


1

Housekeeping


Linen C o ntr ntrol Proc Proc ed ure ure Linen Roo m She lving • •

•

All linen shelves are to be labelled in order to ensure the correct issuing of any linen item. The The shelvi helving shall be b e well ar a rranged ang ed and orga orga niz nized by logi og ic ally ally separ sepa rating ating the the Housekeeping Housekeeping items b y use, use, siz size a nd name. na me. Labels shall be displayed in clean and clear block letter writing with the item name and size mentioned on each shelf.

Pa r Stoc Stoc k a nd Storag e •

PAR stocks ensure sufficient amount of items and supply required to work efficiently. Overstocks are not allowed. PAR stocks are a must for every hotel property and are individually detailed labelled with Bin cards.

PAR PA R multi multip p liers liers a nd fac tors: tors: O ne p a r stoc k leve levell is is to be b e used in the g uest uest roo room. m. O ne pa p a r stoc k leve levell is is bein be ing g c leaned leane d in the La La undry. undry. One par stock level is being stored in the floor linen rooms/pantry. Linen PAR’s for ea c h item item corr c orres espo pond nd a c c ura ura tely to the set set stand standa a rd for fo r ea c h roo room. m. Every Every linen linen PAR PA R stoc k is to be b e stored stored a t the prop er plac pla c e a s p re-es e-e stablis ta blished hed , i.e.; i.e.; the floo floo r linen linen room and the Room Attendant’s amenity trolley/cart/basket, in the proper way, i.e.; the linen items items are c orrec orrec tly tly folded folde d a s per pe r ins instr truc ucti tions ons,, stac stac ked on the shelves shelves and labell lab elled ed . • • • • •

La und ry Flow Flow •

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•

•

An organiz orga nized ed sc hedul hed ule e is to be b e maintained to ensur ensure e a smooth flow of o f linen linen in the Housekeep Housekeep ing ing Department. The The time time sc heduled for all floor floor p antri antries reg regardi arding ng the receiv rec eiviing and sending of linen is in in line line with the workload of the Laundry Department (for internal laundry). Soiled linen is to be b e c ounted ounte d a nd rec orded orde d on o n a requis req uisit ition ion form. form. The linen linen is to be b e sent sent to the La undr und ry as a s soon oo n a s p ossible. ossible. The The lilinen rec rec eived eived from from the the Laundry Laundry is to be c ounted ounted and double-chec do uble-chec ked ag ainst ainst the the quant qua ntiity displayed on the requisition form. Discrepancies are to be requested as soon as possible to avoid any loss of linen. Housekeeping Management is responsible for loss and damage of all linen corresponding with the internal/external laundry. C onstant onstant upd a te flow flow of pend p endin ing g linen linen items between be tween the Laundr Laund ry and Housekeep Housekeep ing ing is necessary.

Line n Re Re q uistion uistion •

•

A requisition form is mandatory for issuing any linen item in order to record the overall linen movement. move ment. The qua q uanti ntity ty req uired uired c a n not be over o ver tha than n the the qua q uanti ntity ty used used in order orde r to str strictly ictly respect the pre-established PAR stocks. The The foll following owing infor informati mation on mus mustt be pr p rovide ovided d usi using the the establi establis shed des de sc ription ption coding co ding sys system: Quantity Size Color Floor Linen Room New linen can only be requested in exchange to the same amount of soiled/to be cleaned linen. • • • •

•


2

Housekeeping


Linen C o ntr ntrol Proc Proc ed ure ure Linen Inve ntory •

•

• •

• •

•

•

• •

•

A linen inventory must be completed on a monthly basis in order to keep a tight control on the linen stock, to be aware of the loss and damages of linen and to budget accurately. A ll linen linen items from from the enti e ntire re property prop erty must must be c ounted ounte d , loc loc a tions tions inc inc lude: lude : - Room oo m Maid’ M aid’ s tr trolley/ olley/ba ba sket - Inter Internal/ nal/E External ternal laund ry (lin (linen en being be ing c leaned leane d at the laundr laund ry) - Linen in transit transit,, laund ry in ca c a rs/ vans va ns (op tiona tiona lly) lly) - Linen in a ll floo floorr pantr pa ntries ies// rooms oo ms// c losets losets - Linen in the guest rooms - Linen in the Housekeeping office and in all storerooms - Linen inen from other Depa rtments tments such uc h as a s kitche kitchen, n, servi servic c e, poo p ooll and beac be ac h, etc. etc . - Associate village is to be counted depending on designated Department responsible - Entire sweep of the perimeter before stock count (this may also include offices) A ll obtained ob tained figures figures a re to be rec orded on the hotel linen linen inventory inventory stand standard ard for fo rm. Linen inventory date is assigned by the FI and HK Department, executed on a suitable day and time. Before the ac a c tual Inventor Inventory y event, all bin cards c ards must must be upda upd a ted Responsible for inventories are designated associates of FI and HK only and the HK Management/EAM Rooms/RM. With the start of the physical inventory, no movements are allowed within the places listed as above. A standard Hotel/Resort Linen catalogue with visual aid might assist a proper inventory, the Hotel’s/Re Hote l’s/Res sort’s inve invento ntory ry stoc k taking list list is use use d a t all a ll times. times. Discrepancies/loss/damages must be explained and recorded. A yearly operating equipment order based on the monthly inventories and write-off’s ensures the sufficient stock availability throughout the year and property. Every very inventor inventory y is reviewed a nd signed-off igned -off by the G M/ RM.


3

Housekeeping


Supe up e rvis viso r - Room Roo m Insp Insp e c tio tio n Objective This his SOP shall shall ensur ensure e a vac ant cleaned cleane d room room is is properly properly inspe nspec c ted and ready read y for sale, ac c ording ording to to the hotel’s standard.

Standards All check-out rooms that have been cleaned must be checked thoroughly by the Assistant or Executive Housekeeper or Supervisors before being released for sale. The approval is to be communicated immediately to the Front Office Department with the VCI (vacant cleaned insp insp ec ted) ted ) status. status. All vacant rooms shall be checked every day and those rooms not up to standard are to be report ep orted ed,, with with immed immediate iate p riorit iority y given to rooms oo ms pre-bloc ked for tha tha t da y. For VIP rooms, the vacant room procedure is to be applied with an additional last minute check prior prior to the VIP arriv arriva a l by the Housekeep Housekeep ing ing M a nag ement. O c c upied up ied rooms roo ms shall ha ll a lso b e c hec ked b y the Assis Assistan tantt or Exec Exec utive utive Housekeep Housekee p er or Supervi up ervis sors after the room cleaning has been performed in order to ensure the strict application of hotel standards.

•

•

•

•

Inspection Cycle Doors

1. 2. 3. 4.

Outside and inside, check for any scratches, dirty finger marks, dust, etc. Top Top of o f the the doo r pa nel and c orner orners s of doorfr doorframes are clean. Door opens and closes without making noises. Electr lec trica ica l switc witc hes a re c lean a nd in good go od workin working g c ondit ond ition. ion.

C leanli lea nliness ness a nd p resentation of o f the follow following ing items: items: Fire emergency evacuation plan “Do Not Not Disturb“/ “Room Cleaning“ signs/ igns/ lights lights// indica indic a tors Door knob Bull’s-eye Door sealing Key c ard rea reade derr (if (if appli ap plic c ab le) • • • • • •

Wardrobe

1. 2.

Wardrob Wardrobe e d oor oo r is c lean a nd d ust ust free free,, outside outside a nd inside. inside. Wardrob Wardrobe e do or opens op ens and c loses loses without without making making noises noises..

C leanli lea nliness ness a nd p resentation of o f the follow following ing items: items: Rail Hangers, number and position Dra Dra wer we rs, shelves shelves and related ela ted supp up p lies lies Lights turned turned on and off when whe n ope o perrating the door do or (Relais (Relais)) Safe is operating Slipp lipp ers a re pa c kaged, kage d, shoe c ontainer is is set A ll c ollateral is set as a s p er stan standa da rd Extr Extra a p illows illows a re c lean lea n and a nd nea n ea tly tly set • • • • • • • •


1

Housekeeping


Supervisor - Room Inspection M ini Ba r

1. 2.

C lean mini bar shelves and neatly displayed items. Double c hec k expiration dates of a ll items.

Lu g g a g e Ra c k

1.

C lean luggage rack, no stains or chips.

Furniture

1. 2. 3.

Desk, bed side tables and c offee table tops are well dusted, no stains. Armchairs, c hairs, upholstered items are we ll dusted. Mirrors, paintings and frames are dust-free.

Window

1. 2.

Windo w bay, night and da y curtains have no d ust or stain. Window frames and glass are cleaned.

Floo r/Bed

1. 2. 3. 4.

Floor is well vacuumed or swept. No d ust or stains on the bedspread, c orrec tly plac ed. C ond ition of pillows; i.e., cleanliness, firmness, etc . C ondition of mattresses and. No trash or ac cumulated d ust under the bed.

Ceiling

1. 2.

C eiling is well cleaned , no spider webs or similar. All light fixtures are c leaned and shining; the air vents are well dusted .

Elec trica l System

1. 2. 3. 4. 5.

Power commands, c ontrol panels, light switches, air c onditioning, etc. are working. All plugs are working. Light bulbs are working. Telephone/ rad io/ TV/DVD/HiFi device ap plications are working properly. PC /I-Pods are optionally checked if installed.

Mattress

1. 2. 3.

Mattress is turned every three (3) months. All mattresses are tagged on both sides and the month written on the up-facing tag must correspo nd to the c urrent month. After the completion of a three-month period, the mattress is dust-cleaned/wiped/beaten and flipped-over.

Ba t h r o o m I n sp e c t io n D isc re p a n c y

1. 2. 3. 4. 5.

Upon completion of a bathroom check, all the discrepancies detected in the room are to be rec orded for roo m history filing. Supervisor shall decide whether the job is minor or req uires any further assistanc e from the Engineering. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform the job/task. The Supervisor shall demonstrate tasks to the assoc iate if nec essary. The room shall not be given the VC I (vac ant cleaned inspected) status if any discrepancies remain.


2

Housekeeping

Standa rd Op erating Proc edure

Update: 05.07.08 / C O-HK-SOP-021

Public Area C lea ning Proc edures Objective This SOP shall ensure that the entire property (besides the areas listed below) is neat, tidy and clean at all times.

Responsible Areas The following area s must be c overed within the Hotel/Resort: • • • •

• • • • • • • • • • • • • •

Offices Restaurants Bars Exec utive Lounge and floo r, guest floo rs, corridors, walkwa ys, roo m pantries, bridges, relax areas, sun dec ks Lobby Beach (if app licab le) Swimming pool (hand led by Engineering) Spa Gardens, Flower Arrangements (responsibility of Gardeners or where appropriate) Kid’s C lub, G ame Room Elevators Shop s, Business Centre, Internet C afé Meeting Facilities/Rooms Heart of the House Parking Security Office/Area Showers, Toilettes Associate Housing

The g ene ral c leaning d oe s ap ply to the follow ing fixtures/a rea s: Floors, wa lls, light fixtures, ceilings, windows, ashtrays, bins, reeling, toilette and sanitary installations, showers, pictures/frames, flowers/planting, nursery and design ob jec ts. •

The g ene ral c lean ing d oe s not ap ply to the follow ing fixtures/a rea s: The kitchen, stewarding, garbage disposal area, assoc iate canteen, stores and receiving area are the responsibility of the Stewa rding and Storekeep ers. However, furniture, dep artmental equipment/installation a nd area s excluded as above listed, are the responsibility of ea c h own Depa rtment. Ma intenance requests are orga nized by the Department Hea ds, as well as da ily, weekly, monthly c leaning schedules of their designa ted area. Some areas/installations might not be app lic ab le to public cleaning and is up to the Hotel’s/Resort’s orga nizationa l structure. •

•

•


1

Housekeeping


Update: 05.07.08 / C O-HK-SOP-021

Public Area C lea ning Proc edures Offices Daily • • • • •

Empty and cleaning of all ashtrays, waste paper baskets. Dusting of a ll tab le desks, chairs, shelves and other furniture, including unde rnea th. C leaning of all the telephones by using a clean c loth, sterilized with an a pp rop riate product Vacuum all floors and c arpets. C leaning o f ceiling, c orners, removing o f spider webs.

Weekly C leaning of mirrors and glass ba ys/windows with the ap propriate material and p rod uct onc e a week or as soon as any dirtiness oc curs. •

Monthly Deep-cleaning of floors, shampooing of sofas and similar. •

Public Areas Floors Swee ping of floors thoroughly. (Some properties may use automated cleaning equipment). Pick up any wastepaper and observe any area that may require special care. Mo p the floor by using the a pp rop riate materials and products. The toilet area floor shall be thoroughly mopped with the app ropriate cleaner in order to thoroughly remove the soil and annihilate all odours and ba cteria. Mo p the entire floor surfac e in a continuous manner. Alwa ys work towa rds the d oor to prevent wa lking o n the freshly cleaned area . • • • •

• •

Walls Spot cleaning of walls, pa rtitions and doors with the a pp rop riate c leaner. Particular attention to a rea s that have rec eived the g rea test ab use. Sponging-off of tops, pa rtitions and doors with the app ropriate c leaner. Wiping of a ll ledges and shelves, chec king all area s where dust and dirt is likely to a ccumulate. • • • •

Garbage Emptying of bins, setup of new g arbage ba gs, cleaning of bins where required. Wiping of surfac es with appropriate c leaner. • •

Ashtrays Ashtrays are emptied, c leaned and refilled (if ap plica ble) with sand or similar and stamped with logo. •

Mirror •

Wiping and polishing of all mirrors to remove any smudges with appropriate cleaner.

Window Cleaning of all windows with the appropriate cleaner. •


2

Housekeeping


Update: 05.07.08 / C O-HK-SOP-021

Public Area C lea ning Proc edures Washba sin - Sipho ns C leaning of all pipes, espec ially those under the sink. Cleaning and polishing of washbasin/siphons/faucets with the appropriate cleaner. Polishing of all fittings, refilling of cleaning soap and disinfection liquids, hand towels or paper. • • •

Toile t Bow l C leaning of toilet bowls, pissoirs and fixtures. Keeping drainag e c lear with an ap propriate d rain pipe c leaner. Brushing, twisting and scrubbing of toilet bowl. Flush and rinse c leaning. Wiping and drying of toilet bowl and pissoirs. • • • • •

Shower C leaning of shower head s, walls, floor and fixtures with ap propriate c leaner. De-liming of all chrome fixtures. De-liming o r cleaning of al glass windows. (If app licable) Keeping drainag e c lear with an ap propriate d rain pipe c leaner. C leaning and refilling of bath gel, shampoo and c onditioner dispenser/b ottles. Flush and rinse c leaning. Wiping and drying of toilet bowl and pissoirs. Rearranging/ Replac ing o f ba th mat. • • • • • • • •

To ilet Se a t Cleaning of hinges. Wiping of toilet sea t, top a nd b ottom, with the app ropriate c leaner. Rinse-c leaning, drying of seat and cover. • • •

Door • •

C leaning of all doors with a da mp c loth. C leaning of top frame, do or handle/ knob.

Light • •

Reporting/ excha nging of light bulbs or neon tubes. Fea ther-dusting of light bulbs, never use a da mp c loth to c lean a n operating bulb.

Ceilings Dusting of c eilings with wheel-away or roll-out c leaning equipment for unrea chab le c eilings. •

Furniture Dusting of furniture, monthly impregnation with ap prop riate furniture b alm/spray. •

Me eting Fac ilities/ Roo m s Mo bb ing of floors with ap propriate eq uipment daily, bi-monthly deep-c leaning with floor cleaning machine or shampooing of c arpets (if ap plicab le). Wall, ceiling, light fixtures, artwork, design object, doors, hallways cleaning with appropriate equipment and cleaner by dry (and wet dusting). Emptying of garbage bins, ashtrays (outside areas). Replenishing of flower arrangements as requested by the Department. Window cleaning with appropriate equipment. Dusting of electrical appliances such as printers, computers, projectors, screens etc. •

•

• • • •


3

Housekeeping


Update: 05.07.08 / C O-HK-SOP-021

Public Area C lea ning Proc edures Resta uran t, Ba r, Sho p , Business C en tre, Inte rnet C a fé Mo bb ing of floors with ap propriate eq uipment daily, bi-monthly deep-c leaning with floor cleaning mac hine. Wall, ceiling, light fixtures, reeling c leaning with ap propriate equipment a nd c leaner by dry and wet dusting. Emptying of garbage bins, ashtrays. Replenishing of flower arrangements as requested by the Department. Window cleaning with appropriate equipment. Dusting of electrical appliances such as printers, computers etc. •

•

• • • •

Gu est Floo rs, co rrido rs, w a lkw a ys, room p a ntries, b rid g es, relax a rea s, sun d ec ks, reeling , a rtw orks, d e si g n o b j e c t s Dry-dusting and wet mobbing daily, bi-monthly deep-c leaning with floor cleaning machine. Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, artworks, paintings, etc Never use corrosive c leaning equipment for sensitive surfaces. • • •

Lobby Dry-dusting and wet mobbing daily, bi-monthly deep-c leaning with floor cleaning machine. Dusting of reeling, furniture, artworks, paintings, granite marble tops, counters, pillars/poles, sofa s, c hairs, cushions, pillows, roll down rain protec tion (if app licable) a nd guest area s etc. C leaning of glass windows. • •

•

Bea c h & Gy m (Resorts) The general and daily beac h cleaning might be the responsibility of the Ac tivity Depa rtment or Pool Attendants; if not, any debris, garbage must be collected (manually or automated) and the entire sand area thoroughly combed. G ym/Fitness: dry-dusting a nd wet mob bing d aily, bi-monthly de ep-cleaning with floor clea ning machine. Window cleaning with appropriate equipment. Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, a rtworks, walls, ceilings and do ors. •

•

Spa , Kid ’s Club, Ga m e Roo m Mo bb ing of floors with ap propriate eq uipment daily, bi-monthly deep-c leaning with floor cleaning mac hine. Wall, ceiling, light fixtures, reeling, door cleaning with app ropriate equipment and cleaner by dry- and wet-dusting. Emptying of garba ge bins. Replenishing of flower arrangements as requested by the Department. C leaning and disinfec ting of equipment (sauna, trea tment equipment) is hand led b y the Spa Associates/ Activity or Kid’s Club Associate. Window cleaning with appropriate equipment. •

•

• • •

•

Elevators Mobbing of floors with appropriate equipment. Wall, ceiling, light fixtures, door and control pa nel cleaning with appropriate eq uipment and cleaner by dry- and wet-dusting. Window cleaning with appropriate equipment. • •

•


4

Housekeeping


Update: 05.07.08 / C O-HK-SOP-021

Public Area C lea ning Proc edures Hea rt of the House Mo bb ing of floors with ap propriate eq uipment daily, bi-monthly deep-c leaning with floor cleaning mac hine. Wall, ceiling, light fixtures, reeling, door cleaning with app ropriate equipment and cleaner by dry- and wet-dusting. Emptying of garba ge bins. Window cleaning with appropriate equipment. •

•

• •

Parking, Sec urity O ffice / Area Daily dusting of floors. Weekly deep-cleaning of floors with floor cleaning machine. Weekly wall, c eiling, light fixtures, reeling, d oor cleaning with a pp rop riate equipment and cleaner by dry-dusting. Elevator entrances are to be kept free and cleaned, emptying of garbage bins and ashtrays. • • •

•

Assoc iate Housing Mobbing of floors with appropriate equipment, weekly wet-cleaning (or where appropriate). Wall, ceiling, light fixtures, reeling, door cleaning with app ropriate equipment and cleaner by dry- and wet-dusting, monthly. Emptying of garbage bins and ashtrays, daily. Replenishing of flower arrangements as requested by the Department. Window cleaning with appropriate equipment. • •

• • •


5

Housekeeping


Guest C omplaint and Request Handling Objective This SOP is to ensure, the general understanding and handling of common guest complaints and requests.

A customer complaint is: 1. 2. 3. 4. 5.

A valuab le source of market information. A g ood sales lead. To indica te a “nega tive” varianc e in our quality or procedures. To avoid negative word-to-mouth publicity communicated to the outside environment. An opportunity to improve our service quality in general.

Dealing with an angry customer If you are in a public contact position, chances are that you will from time to time encounter angry customers. If ang ry customers are not hand led e ffec tively, they may rema in angry, refusing to d o business with our company and they will also p rob ably have mad e you a ngry and up set as well. Lea rning to dea l effec tively with angry customers will help you fee l better about yourself, it will increase your job satisfaction, it will help your organization keep customers satisfied and get their repeat business and finally it will help you succeed in your job. Rec ognizing an angry customer Basically there are two kinds of angry customers: those who aggressively express their anger, and those who passively express their anger. It is not hard to recognize aggressively angry customers, they express their feeling immediately and their anger and hostility is obvious. Recognizing the passively angry customer is a little more difficult. The passively angry customer keeps his or her anger on the inside. The passively angry customer reveals his/ her anger non-verbal and verba l ac tions. Some of the non-verbal ac tions may be: • • • • •

impa tient tap ping of fingers or feet a flushed jaw clenched jaw rigid posture the avoida nce o f eye c ontac t

Hotel Apology Policy It is the imperative a nd pa ramount of improving service, food and the quality of proc edures constantly and efficiently. Our guests will assist us in that by giving rec ommendations, information a nd of c ourse complaints if they feel a negative va riance/ inc onsistency in our “qua lity” or standard. To resolve, improve and rec eive a nega tive comment most effectively and efficiently,the person responsible for causing a problem must face the customer by him/herself . This is the only way where we can make sure that assoc iates, regardless of positions, have understood and rec eived a customer complaint as effectively as possible, and as a result customer complaints will decrease.


1

Housekeeping


Guest C omplaint and Request Handling Dealing with angry customer Once you have rec ognized an angry customer, the two major steps are:

1. Deal with the person’s feelings • • • •

Empathize Ask questions Give feedback Summarize

2. Deal with the person’s problem • • • •

•

Find out what the person wants Suggest alternatives Share information Agree on solution Follow up!

Deal with the person’s problem Fi n d o u t w h a t th e c u st o m e r w a n t s

The first step in dealing with the person’s problem is to find out what the person wants you to do. How do you do that? By asking. Sug g est alternative s

Sometimes you won’t be able to do exac tly what your customers want you to d o. If you c an’t explain why you c an’t and tell them what you can do that is closest to what their asking for. Suggest alternatives, allow your customer some choice a nd help them save face a nd feel that they’ve participa ted in the outcome. Sha re inform a tion

Share information about your company’s policies and procedures. This will help your customer understand what you are authorized to d o. When you share information with the c ustomer, do n’t give them too much. Be brief and tell them only what is relevant to their situation. If you can’t resolve the problem, refer it upwards to the manager or supervisor. Never refer the customer “sideways” to someone at your own level. That would only make the customer feel that they are being shuffled a round.


2

Housekeeping


Guest C omplaint and Request Handling A g re e o n a so l u ti o n

After discussing the problem and the different alternatives for solving it, you and your customer should ag ree on a course o f ac tion. Rec ommending a course o f ac tion shows your conc ern and will help the customer make a decision. Follow-up

Follow up allows chec king that the solution to your customer’s problem has worked and that the customer is in fac t satisfied. During the follow up you should try to make the c ustomer feel important.

Five steps for handling complaints 1. 2. 3.

Listen and be open-minded, acknowledge by nodding your head that you listen properly and receive the message accordingly. Respo nd with concern. Show them that you care. Dec ide on actions ba sed on your level of Authority.

I f t h e c o m p l a i n t i s o u t o f y o u r a r e a o f re s p o n si b i li ty c a l l y o u r su p e rv i so r o r m a n a g e r fo r h e l p

4. 5.

Take ac tion promptly/immediately. An “entertainment” might be a good solution at this point, based on your level of Authority. Follow-up – is the customer satisfied and happy?

Is the problem correc ted? If yes, job well done, if not return to the customer and find-out why not, contact you Supervisor or Manag er as well.

Collec t information • • • • •

•

G uest’s name Room number C omplaint/request description Date a nd Time of request ordered or complaint hap pened The complaint is to be ac cordingly rec orded and communicated to the Front Office immediately. A feedback/verification call shall be systematically made.

Requests •

•

• •

The Room Attendant shall politely reply to the guest by giving the correc t information and acting accordingly after having carefully listened to the guest’s request. If the Room Attendant is not 100% sure about the way to act, the Room Attendant shall seek for the most suitable pe rson to help him/her. The request is to be ac cordingly rec orded and c ommunicated to the Front Office immediately. A feedback/verification call shall be systematically made.


3

Housekeeping


Telephone Handling Objective This SOP shall ensure all telephone conversations are ac cording to hotel standard.

Procedure 1. 2.

All ca lls (internal and external) are answered within 3 rings. External c alls are answered with an a pp ropriate g reeting: Smile ☺ “Good morning/ afternoon/evening (Name of Hotel or Resort).” “(Name) spea king.” “How may I assist you?”, “how may I direct your call?” Internal calls are answered with app ropriate greeting, department and assoc iate's name: Smile ☺ “Good morning/ afternoon/ evening this is (name of Depa rtment)” “(Name) spea king.” “How may I assist you?” At the end of the c all, assoc iate thanks the c aller and let him/her replac e the rec eiver first. “Thank you for your call, have a good afternoon, day, night Mr/Mrs/ Ms Brown.” When placing a caller on hold, the associate firstly asks the caller if he is willing to be put on hold. If the c aller has been on hold for 30 sec ond s, the operator thanks the c aller for waiting and a sks if the caller would like to remain on hold or if he prefers to leave a message. If the c aller requests to speak to a person o f the hotel (not a guest) and if this person c an not be rea c hed at extension, the a ssoc iate asks if someone else can help or take a message. If the call is transferred, the associate thanks the caller for the call and informs the caller to whom and where the call is being c onnec ted. Assoc iates do not give information about guest’s room number, even if req uested from the caller/visitor. Guest has to b e informed before and expressly give his permission. • • • •

3.

• • • •

4.

•

5. 6. 7. 8.

Ho u se k e e p i n g sp e c i fi c •

•

• • •

Repea t all the request(s)/statement(s) etc, rec ord time, room number/d epartment and detail of request/statement in the log bo ok. C onvey guest request by phone to Room A ttendant/Supervisor etc, to d eliver supplies to the guest room immediately. For sensitive c ases etc, forward the caller to the Exec utive Housekeep er. Rec ord and log, “ac tion by” and “time”. Review daily log book and follow-up on any discrepancies.


1

Guest in Residence Name 1

Name 2

Name 3

Name 4

Name 5

Name 6

ROOM

ROOM

ROOM

ROOM

ROOM

ROOM

101

112

201

214

301

314

102

113

202

215

302

315

103

114

203

216

303

316

104

115

204

217

304

317

105

116

205

218

305

318

106

117

206

219

306

319

107

118

207

220

307

320

108

119

208

221

308

321

109

120

209

222

309

322

110

121

210

223

310

323

111

122

211

224

311

324

123

212

225

312

325

124

213

226

313

326

©This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

REMARKS

Room

Status

Check

Form

DATE Room Maid Room No. Name1

Morning Shift Name Status Time

Supervisor Afternoon Shift Name Status Time

101 K Villa 102 K Villa 103 K Villa 104 K Villa 105 K Villa 106 K Villa 107 K Villa 108 K Villa 109 K Villa 110 K Villa 111 K Villa

Name2

201 KDXL 202 KDXL 203 KDXL 204 KDXL 205 KDXL 206 KDXL 207 KDXL 301 TSUP 302 TSUP 303 TSUP 304 TSUP 305 TSUP

Name3

401 KSUP 402 KSUP 403 KSUP 404 KSUP 405 KSUP 406 KSUP 407 KSUP 501 TSUP 502 TSUP 503 TSUP 504 TSUP 505 TSUP Executive Housekeeper: Date:

©This material is cop yright protec ted a nd is property of Da niel G. Fuchs and Stepha n Faessler.

Remark

QTY of Setup

Price

จานวน

1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 2 2 1 1 1 2 1 1 1 1 1 2

Description C ognac Gin Vodka Whiskey 2 Local Whiskey Sparkling Water Still Water Beer 1 Mosquito Repellent C ondoms Beer 2 Fruit J uice Limonade 1 Limonade 2 Limonade 3 Tonic Soda J uice 2 lce Tea C hips Green Tea C anhew Nuts C hocolate Bar 1 C hocolate Bar 2 Smints Aspirin DHR Water (FOC )

©This material is copyright protec ted a nd is prop erty of Daniel G. Fuchs and Stephan Faessler.

ราคา

700 500 500 500 250 120 120 100 100 100 90 90 70 70 70 70 70 70 70 70 50 50 50 50 50 30

Housekeeping


Upda te: 06.07.08 / C O-HK-RP-005

Lost & Found Tag

Sample:

Running No: _________

Guest Name: ______________________

Room No:

________________

C hec k-In:

________________

C hec k-Out:

________________

Area found:

______________________

Date:

________________

Description of Item(s): 1. 2. 3. 4. 5.

_______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

Finde r:

________________

Department: ________________

Rec order:

________________

Date:

________________

Housekeeping/ Sec urity: ________________

Guest Signature:

________________

The Ho tel/ Resort ta kes no respo nsibility of m issing o r d a m a g ed item s foun d .

©This material is copyright protec ted and is property of Da niel G. Fuc hs and Stephan Faessler.

1

Housekeeping

Standa rd Op erating Proc edure Update: 19.06.08 / C O-HK-RP-006

C lea ning Sc hedule Public Area (Public C lea ner) Date

Time 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00

Monday Pbl. Cleaner SUP

Tuesday Pbl. Cleaner SUP

Wednesday Pbl. Cleaner SUP

Thursday Pbl. Cleaner SUP

Friday Pbl. Cleaner SUP

Saturday Pbl. Cleaner SUP

Sunday Pbl. Cleaner SUP

Remarks

Executive Housekeeper: Date:

©This material is co pyright p rotec ted and is property of Daniel G . Fuchs and Stepha n Faessler.

1

Date:

Bill No:

Name:

P . O . S . V y o s N s e m n o n o e R H

n i G y r D s n o d r o G

f f o m i m S a k d o V

e l b a L d e R

y k s i h w g n o h k e M

g n i l k r a p S r e i r r e P

n a i v E

r e e B n e k e n i e H

t n e l l e p e R o t i u q s o M

e m o d n o C

r e e B a h g n i S

e c i u J i w i K

i s p e P

90

90

70

x a M i s c a p p i d e U n o o S P 7 T

e c i u j e g n a r O

n o m e L a e T e c l n o t p i L

) s y a L ( s p i h C

70

70

70

a e T n e e r G

s t u N w e h s a C

r e k c i n S

t a K t i K

s t n i m S

n i r i p s A

50

50

50

50

50

30

Unit Price

700 500 500 500 250 120 120 100 100 100

70

70

70

Amount

©This material is cop yright protec ted and is property of Da niel G. Fuchs and Step han Faessler.

70

e e r f r e t a W

Total

Tax

Amount

Room No

STATUS Morning Shift

TIME IN O U

Mini-Bar Consumption:

Status Afternoon Shift

Time IN OU

Duve Duve Bed Shee Bed Shee DLB

TWN

DLB

Mini-Bar Consumption:

TWN

Pillow

Pillow

C ASE

C ASE

Face

Hand

Face

Bath

TOWEL TO WEL TOWE

Bath

Hand

TOWE

TOWEL

MAT

Remarks

Reported by: Date

Bath Slippers Bed Runner Bed Runner Wate RO BE

DLB

TWN

Remark

Room No:

Signature:

Guest Name:

LAUNDRY Laundry Count

Hotel Count

Laundry Count

Hotel Count

Description Handkerchief Underpants Undershirt Socks (Pair) T-Shirt Sport Shirt Long-Sleeve Shirt J ac ket (Cotton) Suit Sport Suit Trousers Pyjama Swimming Trunk

Cost Price THB Total 3 3 6 3 6 6 6 6 6 6 6 6 6

Laundry Count

Hotel Count

Laundry Count

Hotel Count

Description Handkerchief Panties/Slip Brassiere Blouse Skirt Dress Slacks Night Grown Swim Suit Shoe Hat Towel

Cost Price THB Total 3 3 3 6 6 6 6 6 6 6 6 6

Description Suit (2 Pcs) Dress Blouse J ac ket Skirt Slac ks Evening Dress

Cost Price THB Total 4 4 4 4 4 4 4

PRESSING Description Suit ( 2 Pcs ) J ac ket Trouse T- shirt Shirt Tie Suit Sport suit Short

Cost Price THB Total 4 4 4 4 4 4 4 4 4

©This material is c op yright protec ted and is prop erty of Daniel G . Fuchs and Stepha n Faessler.

Date:

Room No 101 Qvilla 102 Qvilla 103 Qvilla 104 Qvilla 121 KDXL 122 KDXL 123 KDXL 131 KDXL 132 KDXL 133 KDXL 211 KSUP 212 TSUP 213 KSUP

Supervisor:

Time 11.00

17.00 Remark Room No 221 KSUP 222 TSUP 223 KSUP 224 TSUP 225 KSUP 226 TSUP 231 KSUP 232 TSUP 233 KSUP 234 TSUP 235 KSUP 236 TSUP 311 KSUP

Time 11.00 17.00 Remark

Room No 322 TSUP 323 KSUP 331 KSUP 332 KSUP 333 KSUP 412 KSUP 412 TSUP 413 KSUP 414 TSUP 415 KSUP 416 TSUP 421 KSUP 422 TSUP


OD

= O C C UPIED DIRT

VC I

CO

= C H EC K O U

O DD

OC

= OC CUPIED CLEA N

DU

= DA Y US

DN D

= DO NO T DISTURB

C IT

VD

= VA CA NT DIRT

SO

= SLEEP O U

OOO

VC

= V A C A N T C LEA N

O O S = O UT O F SERV IC

= VA C A NT C LEA NED INSPEC TED

No. of OOO No. of VC I No. of VD Total of C IT Total of C O Total In-H Guest ©This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.

EB

= OUT O F O RDER = EXTRA BED

Room No. = Remark :

No. of Ex. Bed = Remark :

Room No 426 TSUP 431 KSUP 432 TSUP 433 KSUP 434 TSUP 435 KSUP 436 TSUP 511 TSUP 512 TSUP 513 TSUP 514 TSUP 521 TSUP 522 TSUP


= DUE O UT o r DEPA RTURE

= C HEC K IN TO DA

SOP - Housekeeping.pdf

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