Transcription
opyC-school.comwylitvsp iit eahoPw rw e.w
opylitvsp iit eawyC-school.comHotel HousekeepingTraining Manual with150 SOPwhoPw rw e.Hotelier TanjiOwnerwww.hospitality-school.com
opyClithoPw rw lley SetupEntering Guest RoomCleaning Guest RoomCleaning Guest BathroomCleaning Guest BedHow to Take Care of the Housekeeping Cleaning EquipmentEnsuring Correct Chemical UsageCleaning Light FixturesCleaning Lobby AreaCleaning Public Area ToiletCleaning F&B OutletCleaning Front Desk AreaCleaning Back of the House’s StaircaseCleaning ElevatorEnsuring Daily Carpet MaintenanceRoom Key Handling ProceduresCleaning Rooms with DND SignsHow to Prevent Fire AccidentsLost & Found Handling ProceduresMaintaining Grooming & AppearanceChecking Uniform StandardEnsuring Proper Body Language & AttitudeHow to Conduct BriefingCommunicating with Housekeeping DepartmentHow to Greet the GuestControlling Dect PhoneFollowing Occupational Health and Safety StandardsPerforming Monthly Linen InventoryMaster Key Sign out ProceduresStaffs’ Sign in ProceduresStaffs’ Sign out ProceduresPlacing Guest Room Amenities & Suppliesvsp iit 20.21.22.23.24.25.26.27.28.29.30.31.32.wyNo.Table of ContentsTopic
Hotel Housekeeping Training Manual with 150 SOPC-school.comwylithoPw rw 54-55555656-57575858-595959-6060-6161opyServicing Guest Rooms with DND SignRoom Cleaning ProceduresHow to Clean Electric KettleHow to Clean the GlassesHow to Clean Ice BucketHow to Change Pillow CaseHow to Collect Laundry Wooden Boxes / HangersHow to Provide Service at Guest FloorHow to Make up BedHow to Clean the Bathroom FloorHow to Clean the Mini BarDusting the FurnitureHow to Clean the MirrorHow to Clean the BathtubHow to Clean Shower RoomHow to Clean the Bathroom WallHow to Clean the Vanity Top and Hand BasinHow to Clean / Polish the Bathroom FittingsHow to Clean the Toilet BowlHow to Vacuum the CarpetHow to Clean the Telephone SetHow to Handle Wake-up CallPerforming Guest Shoe Shine ServiceHandling Safety LockersHandling Room KeysExtra Bed and Baby Cot ProcedurePicking Guest Laundry During Room CheckingGuest Laundry Pick up ServiceFolding TowelsHow to Remove Room Service BasketHow to Clean Guest Floor CorridorHow to Assist Guest with Luggage/ParcelMini-Bar Consumption CheckingMini-Bar Daily ReplenishmentBreakage, Loss and Damage ProceduresHow to Handle “Open Door” RequestHow to Check Guest Floor Corridorvsp iit .66.67.68.69.v
www.hospitality-school.comC-school.comwylithoPw rw 69696-9797opyHow to Inspect BathroomHow to Handle Guest’s BelongingsReturning Keys and WorksheetRoutine Works of a HousekeeperHow to Vacuum Washed CarpetHow to Escort Guest to ElevatorProper Uses of Cleaning ChemicalsHow to Polish Wooden SurfaceMaintenance of a Vacuum CleanerEmergency Guest Laundry ServicePerforming Super Cleaning ProgramRoom Entrance PolicyZero Room Defects PolicyTurn Down Service ProceduresMaintaining Push Brush Sweeping StandardsFollowing Dust Mopping StandardsFollowing Wet Mopping StandardsPerforming Wall Washing by HandHow to Clean the A/C GrillHow to Shampoo CarpetHow to Clean Upholstery FabricHow to Clean WallpaperCleaning OfficesCloak Room ProcedureStaircase CleaningHow to Clean WindowsStone Floor ScrubbingExecuting Carpet SpottingApplying Dry Foam Shampoo on CarpetCleaning OutletsInspecting Back of the HouseCleaning Lobby AreaArranging Cleaning Tools in Housekeeping Store RoomCleaning Housekeeping Equipment before ReturningHow to Polish BrassHow to Clean Skidproof and Dustproof PadHow Marble FloorHow to Maintain and Clean Leather Surfacevsp iit 102.103.104.105.106.107.vi
Hotel Housekeeping Training Manual with 150 SOPC-school.comwylithoPw rw 32132-133134-135135-136opyMaintaining Guest on Loan ItemsCleaning Pantry/Store RoomEnsuring Clean WashroomControlling Service AssociatesDaily Work AllocationLobby InspectionInspection of LiftsInspection of RestroomInspection of OutletsInspection of Back StairsInspection of Pantry/Store roomGuest Laundry CheckingHow to Handle Laundry DiscrepancyIdentifying Damaged LaundryGuest Laundry Deposit ServiceHow to Handle Guest Laundry Express and Pressing ServiceHow to Deliver Guest LaundryD.N.D Room Guest Laundry ServiceGuest Complaint HandlingRemoving Discard LinenPreparation for a Guest’s ArrivalRooming a GuestUniform Cleaning and MaintenanceServing Welcome TeaChecking the LogbookHow to Serve Food to the GuestHow To Serve Drink To The GuestAnswering an Internal CallAnswering an External CallMaking an Internal CallMaking an External CallMattress Turning ProceduresHow to Escort a Guest at the TableHow to Strip & Seal the FloorCleaning Public RestroomsFurniture Removal / RelocationWet Mattresses Cleaning Proceduresvsp iit vii
www.hospitality-school.comCwylitvsp iit eahoPw rw e.w136136-137137-139139139-140140-141opyHow to Clean & Defrost the RefrigeratorHow to Operate the Scrubbing MachineExecuting Daily Floor Maintenance Cycle ProgramHow to Damp MopHow to Care & Clean the Sun UmbrellaHow to Operate the Buffing Machine-school.com145.146.147.148.149.150.viii
Hotel Housekeeping Training Manual with 150 SOPPREFACEHousekeeping maybe defined as the provision of clean comfortable and safe environment.opyHousekeeping is an operational department of the hotel. It is responsible for cleanliness,maintenance, aesthetic upkeep of rooms, public areas, back areas and surroundings.Housekeeping Department – is the backbone of a hotel. It is in fact the biggest department of-school.comthe hotel organization.Hotel Housekeeping Training Manual with 150 SOP 2nd edition comes out as aCcomprehensive collection of some must read hotel & restaurant housekeeping managementtraining tutorials written by hospitality-school.com writing team. All contents of thismanual are the product of Years of Experience, Suggestions and corrections. Efforts havebeen made to make this manual as complete as possible. This manual was made intended forwyyou to serve as guide. Your task is to familiarize with the contents of this manual and applyit on your daily duties at all times.vsp iit eaOur motto behind writing this book is not to replace outstanding text books onlithousekeeping operation of hospitality industry rather add something that readers will findmore practical and interesting to read. This training manual is ideal for both students andprofessional hoteliers and restaurateurs who are associated with hospitality industry whichPw rw e.is one of the most interesting, dynamic, and exciting industries in the world.We would like to wish all the very best to all our readers. Very soon our training manuals,hocovering various segments of hotel & restaurant industry will come out. Keep visiting ourblog hospitality-school.com to get free tutorials regularly.RegardswWriting Team of hospitality-school.comix
hoPw rw e.litvsp iit e:Hotel Housekeeping Staff with a Mid Cartx
SOP-1: Trolley SetupPolicyopyProvide assurance that the trolley has been put up in a correct way with sufficientitems for everyday operation.Standards To put sufficient items on it. To handle the trolley properly.CProcedures-school.com To setup maid trolley. Every maid has to setup his/her trolley before starting and after finishing theworking shift.wy Items that are to be putted on the trolley must sufficient enough for the cleaningoperation for that particular day. Do not overload the trolley with amenities and linens as it can make damages tovsp iit eathe trolley itself.lit It is better not to overly stack items on top of the trolley as it will distract maid’sviewing while pushing the trolley. Maids have to make sure that they handle the trolley correctly in order to refrainPolicySOP-2: Entering Guest RoomhoPw rw e.themselves from accidentally hit the wall and torn the wallpaper.To make sure that maid used the proper and accepted way of cleaning guestroomwthrough following the right steps.Hotel Housekeeping Training Manual with 150 SOPPage 1
10. Follow up during the day and evening shift Dust mopping and sweeping the lobby should be performed when needed. The ashtrays should be kept clean.opy Remove finger marks from furniture and windows as needed.Policy-school.comSOP-10: Cleaning Public Area ToiletTo apply a standard way and accurate technique for cleaning toilet in the public area.CStandards To clean public area toilet in a proper way. To provide a proper chemical to be applied on a proper places.wyProcedures1. Preparation of area Place the basket near the entrance. Wear the hand glove.litvsp iit ea Place the “wet floor” or “section closed” sign at the entrance. Collect any debris, empty toilet paper rolls and vacate all waste bins and wipewith disinfectant cleaner.2. Cleaning of toilet and cubiclePw rw e. Flush toilets and squirt toilet cleaner inside of toilet bowls and urinals.ho Clean cubicle by cubicle to ensure that guest may still use these facilities. Scrub the inside of toilet bowl with toilet brush, ensuring that all edges andcorners are properly cleaned; ensure that toilet is not worn out. Use multipurpose cleaner and sponge.w Clean the outer toilet bowl and seat. Wipe dry debris immediately. Flush the toilet.Hotel Housekeeping Training Manual with 150 SOPPage 11
The walls and partition in the cubicle as well as the doors should always be keptdried. Replenish toilet rolls.opy3. Cleaning of urinals Scrub interior of urinals bowl with a toilet bowl brush; use multipurposecleaner and brushing pad. Clean outer body with multi-purpose cleaner.and wipe dry.C Flash urinals.-school.com Apply damp clean dividers around the urinal bowl using multi-purpose cleaner Polish all chromes.4. Cleaning of washbasinswy Spray multi-purpose cleaner on the sponge and clean the basin bowls, taps,stoppers and basin tables. Buff the taps; ensure no water marks are left.vsp iit ea Clean all mirrors using a dust free cloth and clear water; use the cloth with glasslitcleaner. Wipe the frame of the mirrors. Wipe all light fixtures and containers. Replenish hand soap.Pw rw e.5. Cleaning of doorsho Use damp cloth to wipe the doors and frames.6. Cleaning of walls Remove any dirty mark and spot on walls.7. High dusting Use a duster to remove any cobwebs and dust on air vents.w8. Clean floorHotel Housekeeping Training Manual with 150 SOPPage 12
opyOther Training Manualsvsp iit eawyC-school.com1. Food & Beverage Service Training Manualwith 225 SOP2. Hotel Front Office Training Manual with 231SOP3. Professional Waiter Training Manual with101 SOP4. Hospitality Career Opportunities: LearnSecrets to Get Job in Hotel, Restaurant &Cruise Industry5. Professional Spoken English for Hotel &Restaurant Workers6. EffectiveGuestComplaintHandlingTechniques in Hotel & RestaurantlitUpcoming Training ManualsPw rw e. Hotel Room Service Training ManualhoVisit www.hospitality-school.com for all FreeTutorials, updates, power point presentations,documents and files, manuals & many more.w--- The End---Hotel Housekeeping Training Manual with 150 SOPPage 142
Hotel Housekeeping Training Manual with 150 SOP ix PRE. EF. FAACCEE Housekeeping maybe defined as the provision of clean comfortable and safe environment. Housekeeping is an operational department of the hotel. It is responsible for cleanliness, maintenance, aesthetic up
