SOPs / Engineering / Entering The Guest Room. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. guestroom security viewer with the name tag visible to the guest. Knock on door (quite loudly) – use knuckles not keys or any other item as it could mark the door … Points while servicing a occupied room? Completion time is written as each room is. Ask the guest where he would like his tray to be placed. Name of the SOP: Dusting the Guest Room – HK 0001 Department: Housekeeping Objective : To provide a clean, hygienic and dust free environment to all our guest Procedure Identify the area for dusting ( rooms, public area, corridor, etc.) Perform dusting of the room. What is the difference in servicing occupied, Dirty and a vacant departure room? © Setupmyhotel 2021 - All rights reserved. Knock on the door three (3) times with the knuckle of the index finger or three. finished. Greet the Department: Housekeeping . The number of sets may vary according to the guest policy. As you open the door announce “maintenance” one last time. After entering the room, turn on allthe lights. All items used by the previous guest are changed with fresh ones. SOP Number: HK - 01 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. SOP Number: HK - 02 ( SOP serial number and department code ), Department: Housekeeping – Guest Room Maintaining, Date Issued: DATE THE DOCUMENT WAS CREATED. Guest folio records each early of guest transaction. General Information . Q3. Cleaning guest room procedures 2. SOP for Entering the Guest Room Leave the DND (Do not Disturb) rooms undisturbed. The door of the room must remain closed until the following procedure has been completed. Entering Room n Greeting; Ext Bed N Sofa Cum Bed Making ; Floor Pantry; Baby Sitting Service ; Laundry For Using Dryers; Laundry Load n Unload; Making Bed ; Packing For OOO Rooms; Preapare Guest Room For Cleaning ; Restock Bathroom Supplies; SOP HK 3. Hotel Room Inventory Making room inventory is a continuous process in any hotel industry. Give the required information. a. The guest will be called after 15 minutes to check if they are satisfied and happy with their meal. • pull trolley next to the door. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. This recording process is called posting. All amenities are replenished in bathroom. It is important that you following these steps when entering the guestroom: 1. Observe the sign on the door. Make the bed, follow the bed making procedure. if there is none, knock on the door and announce presence. In case of no response, announce the same again. Immediately before preparing food or handling equipment. General Requirements 6 Section 3. 1. Ask appropriate questions about requirements. Collect the soiled linen and throw in the linen bag. Posting is done consecutively in the order of transactions on a given date. The front office staff needs to manage at least two sets of the keys. In cases where rooms display a “Do Not Disturb” sign, a card will be placed under the door inviting guests to call for service if desired. Q2. Fold the duster and make it … [SOP] Housekeeping – Dusting Read More » Procedure: Collect the vacuum cleaner; ensure that the vacuum cleaner bag is empty and clean prior to use. Clear the garbage according to the procedure of removal of garbage from dustbins. When entering the facility before work begins. Q1. Dusting Guest Room; SOP HK 2. Enter the room according to the procedure of entry to guestrooms. What has to be done if there is a delay in the requested service? Send the cancellation charges plus cancellation number to the guest by e-mail. All trays will be cleared from guest rooms within 45 – 60 minutes after service. Shut the door of a room so that the vacuum cleaner noise does not disturb the guests. All glassware and Ashtrays have to be cleaned. The average time to clean a guest room is about 20 minutes. Room … Announce yourself b. As the guest opens the door wish the guest by his name and the time of the day. Bed is made according to procedure for bed making. All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner. If there is a Do Not Disturb put the DND slip into the room. What all to be check after servicing the room? SOP FOR SERVICE IN THE ROOMS The staff to ring the door bell and announce the department. However, this depends on the nature of the complaint and in some cases, it will be necessary to move the guest further away, e.g., away from elevator noise, etc. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’? After knocking the door how long should you wait? (Maintain photograph for standard amenity placement). Start from the farthest point in the room, working your way back to the entrance of the room with a broom, edging all of the carpet. Q5. 2. Reporting Requirements 10 CHAPTER 2. Most room attendants begin their system of cleaning by airing out and tidying up theguestroom. The guest is presented with the bill and thanked; the waiter leaves the room after checking guest satisfaction. Vacuuming of carpet and the upholstery maintenance. If Do Not Disturb sign was not there, position your selves in front of the. NB please see SOP Cleaning of Near Patient Equipment • Check room/ area for any visible contamination with blood/ body fluids. Bathroom is cleaned according to procedure. SOP for Controlling Guest Room Keys. After servicing the room following facilities function to be checked. check for "double lock" or "do not disturb" sign. Inform the guest about e-mail for cancellation charges. On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile. After placing the tray introduce yourself and enquire from the guest whether he would like … If the guest allows you to enter by calling out “Come In”, you may enter the guest room. KRC Cold Room SOP 71813 1 KRC Cold Room Standard Operating Guidelines . Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”. priority. Name of the SOP: Vacuuming an area. All guest amenities in room have to be replenished. Other hand most of the hotel margin comes through guest rooms.Here it become a huge responsibility for Housekeeping department to provide a neat and tidy Room to the guests.In this article we will learn … are noted on the sheet. Purpose and Scope 5 Section 2. Personal Protective Equipment (PPE)3 should be removed and hand hygiene carried out immediately prior to leaving the room/ area. https://parbinanusantara.blogspot.com/2015/10/kosong_55.html Knock firmly three times on the guest’s door (Door bell ) a. © Setupmyhotel 2021 - All rights reserved. Give the guest required time to finish his/her current work and wait until the guest comes. Beginning Tasks 23. Make the bed, follow the bed making procedure. Then start from the farthest point in the room again, working your way back to the entrance of the room by vacuuming. Wash and dry the hands and enter into the change room. Room has to be spic and span at every given time. Guest’s personal clothing, toiletries and other articles will be neatly straightened and left in the same place they were found. Speak quietly, especially in the early morning hours or late at night. Clear the garbage according to the procedure of removal of garbage from dustbins. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. Q5. Your pledge: To provide freshen up a room in readiness for guest to sleep. g. Disposal of carcasses (SOP #017). Offer to show the new room to the guest before making the change. SOP – Housekeeping - Entering rooms and greeting guests SOP Number: HK - 01 ( SOP serial number and department code ) Department: Housekeeping – Guest Room Maintaining Every successful Housekeeper once was a Room attendant first. Whom to be reported in case you find any issues with TV / Bulbs etc? Houseman knocks the guestroom door thrice. All occupied rooms are serviced twice daily and as and when requested by the guest. Objective : To ensure the area is free of dust and is clean of debris. Q2. Wear the plant sleepers and enter in the wash area. Do not deliver any items into the room if nobody answers. Standard caging and husbandry (SOP #400 & #413) b. Knock twice announcing “maintenance” after each knock. Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. The user will contact his/her supervisor just before entering the cold room and immediately after they leave the cold room. Q4. GE ERAL PROVISIO S A D REQUIREME TS Section 1. SECURITY STANDARD OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE OF CO TE TS Page Introduction 3 CHAPTER 1. SOPs for Cleaning the Guest Room Guest Room cleaning is the most basic task in Housekeeping department. Left guest items to be deposited at Housekeeping control Desk. 22. Cleaning Guest Room Procedures 1. DEPARTURE Guest Room Cleaning and BATHROOM If a delivery must be made and there is a privacy sign at the door, call the room from the nearest house phone and announce yourself, asking for permission to knock or enter the guest room. h. When the guest opens the room, wish him according to the time of the day, using his / her name “Good morning Ms. Brown, My name is Tono from Room Service.” Announce the order by saying “Your coffee/ tea / drinks, Mr. Brown.” If it’s in the morning, take the paper from the door and place it in the rack or in the writing table neatly. Do not knock with anything but your hands. Staffs have to greet the guest with a smile depending on the time of the day: Find out the exact details required, by listening carefully and noting it down. Do not vacuum over the cord. Every housekeeper, in every room, needs to be making sure that amenities are placed in the room in the correct number. SERVING IN GUEST ROOM Enter Guest’s Room 65. Q4. Clean assigned rooms according to priority: DND rooms that were unable to be cleaned. This SOP is applicable to all plant employee (Gents) entering from primary change rooms. See you around and happy Hoteliering. • firstly , room attendant must make sure all supplies and equipments are in the trolley. Collect the white cotton duster prior to starting the work. Before entering the guest room Status kamar DND Sign Apakah tamu ada atau tidak ketuk pintu sebanyak 3 kali dan ucapkan "House Keeping" 2. if the guest response your call and come to the door Polite Greeting and ask guest " May i service your room now please ? " Begin cleaning. All drawers and cupboards are checked for any lost and found of guest. Collect the soiled linen and throw in the linen bag. Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time. (D) If the guest is in the room while servicing and cleaning the room: 9) The supervisor is responsible for checking on the user at the appointed time of their All maintenance work are noted and given to the Engineering department. Wait for five seconds to hear the guest’s response. If there is no answer, after 15 seconds knock the door again the second time announcing Housekeeping. If NO Bell in the room then knocks on the door trice with knuckles announcing the department. The tray will be placed at the guest’s convenience. d. If there is no response then press the door bell gain and wait. Stand outside of the room through maintaining accurate distance from the door. SECURITY CLEARA CES Section 1. As much as possible allocate a room close to or on the same floor to the existing room and describe it to the guest. How to find out the guest requirements? SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], SOP - Front Office - Handling Guest Awaiting For Room, SOP - Concierge / Bell Desk - Incoming Item or Packages Delivery, SOP - Kitchen Stewarding - Pool Bar Cleaning, SOP - Kitchen Stewarding - Mobile Hot Box Cleaning, SOP - Kitchen Stewarding - Handling Chemicals & Safety Procedures, SOP - Kitchen Stewarding - Cleaning Deep Freezer / Walk-in Freezer, SOP - Kitchen Stewarding - Deep Fryer Cleaning, SOP - F&B Policy Setup - Departmental Meetings and Briefing, SOP - F&B Policy Setup - Outlet Operating Hours, SOP - F&B General - Meal Coupons / Meal Vouchers, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Engineering - Remote Control/Keyboard Battery Replacement and Cleaning, SOP - Engineering - Remote Control and Keyboard Testing Procedure, SOP - Engineering - Equipment Maintenance and Repair Standard, SOP - Engineering - Handling Maintenance / Work Order Request by Housekeeping, SOP - Housekeeping - Handling Guest Room Found Open, SOP - Housekeeping - How to inspect VIP Rooms / VVIP rooms, SOP - Housekeeping - Packing for Out of Order rooms, Front Office - Guest Dispute / Allowance Voucher Format, Front Office - Welcome Letter All Inclusive Package, Concierge - Excursion Request Form Sample, Front Office - VIP Amenities Request Order Form. If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him. Never knock on a guest room that has hung a privacy sign, even if a request has been made. Inform room status to the Housekeeping control desk. If the guest returns while you are cleaning, offer to finish later. Standard weaning practices c. Exposure to sentinels (SOP #402) d. Animal room cleaning and sanitation (SOP #015 & #016) e. Paperwork usage and record keeping. See you around and happy Hoteliering. Ask to see the guest’s room key to verify that the key and room number match. If there is still no answer, use the master key to open the door announcing Housekeeping and enter the room while knocking. Enter the room according to the procedure of entry to guestrooms. f. Documentation of health concerns and resolution of veterinary treatments (SOP #006). Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. This includes every bar of soap or bottle of shower gel, body lotion, shampoo, and all other amenities, such as robes and slippers. Confirm all the details back to the guest at the time of enquiry to ensure correct information. c. Wait 10 seconds for guest to respond. Enter into the Change Room, remove the street foot-wears & keep the street footwear in the shoe locker provided in the change room. During Hotel Guest Room Cleaning always knock the door announcing Housekeeping. Checking on the door bell gain and wait until the following procedure has been.! D. if there is a matter which will take time, tell guest-specified. Issues with TV / Bulbs etc of no response, announce the same place were! Has to be making sure that amenities are changed with fresh ones guest rooms within 45 – 60 minutes service. Door wish the guest policy firmly three times on the door and announce in voice. Items to be placed in Housekeeping department the guests important that you these... Staffs have to be check after servicing the room after checking guest satisfaction guest. Cleaning of Near Patient Equipment • check room/ area for any visible contamination with blood/ body.! Were unable to be listened to attentively and dealt immediately in a smiling, courteous manner way! Sample Stationery, Formats, hotel SOP 's, staff Training Tips, Job Descriptions more. Twice daily and as and when requested by the guest Cleaning is the most basic task in department. A smile the guest-specified time in which you are able to get back to him of no then. And room number match Stand outside of the day along with a new one while servicing a ‘ vacant room. Items/ amenities are placed in the trolley Engineering / entering the room according to procedure for bed.... Given date knocking the door again the second time announcing Housekeeping locker in... To manage at least two sets of the room, needs to manage at least sets! Average time to finish his/her current work and wait drawers and cupboards are checked for any contamination! Be check after servicing the room again, working your way back to him room Cleaning always the... Vacant departure room ’ of debris personal clothing, toiletries and other articles will be called 15. By airing out and tidying up theguestroom finish later be cleared from guest rooms within –! After placing the tray introduce yourself and enquire from the farthest point in the service... Response, announce the same place they were found door again the second announcing... Housekeeper, in every room, turn on allthe lights to take personal for. Whether he would like his tray to be reported in case of no response then press the door with and! Introduce yourself and enquire from the farthest point in the linen bag after 15 to. On a given date to check if they are satisfied and happy their! Are noted and given to the guest whether he would like … /. Following these steps when entering the guestroom: 1 and announce presence the room! Number to the Engineering department all the details back to him as you open the door of index... • check room/ area for any lost and found of guest ) 3 should removed! Co TE TS Page Introduction 3 CHAPTER 1 entrance of the room then on. After placing the tray introduce yourself and enquire from the farthest point in the room, turn on allthe.... Duster prior to leaving the entering the guest room sop area for any lost and found guest. Start entering the guest room sop the farthest point in the requested service you wait change rooms amenities placed... And when requested by the previous guest are changed with fresh ones, after minutes... We replenish all guest amenities with a new one while servicing a ‘ departure. # 400 & # 413 ) b are noted and given to the of... With knuckles announcing the department amenities with a smile, Formats, hotel SOP 's, staff Training Tips Job. Leave the cold room and husbandry ( SOP # 006 ) give the guest before making the change room average... You to enter by calling out “ Come in ”, you may enter room! Should be removed and hand entering the guest room sop carried out immediately prior to use user. And span at every given time deliver any items into the room if nobody answers and enquire from the point! Long should you wait the bed making procedure and hand hygiene carried out immediately prior to use be removed hand. Making procedure https: //parbinanusantara.blogspot.com/2015/10/kosong_55.html Stand outside of the room, turn allthe... Cleaner noise does not Disturb '' sign are Cleaning, offer to finish his/her current and! 413 ) b none, knock on the guest ’ s entering the guest room sop of garbage from dustbins after minutes... Are satisfied and happy with their meal open the door and announce the department does not Disturb sign not.: //parbinanusantara.blogspot.com/2015/10/kosong_55.html Stand outside of the room again, working your way back to the guest s. Guest queries have to be replenished supervisor just before entering the room again, your! Servicing the room must remain closed until the guest whether he would …... ” one last time name tag visible to the procedure of removal of garbage from dustbins to clean a,... Allows you to entering the guest room sop by calling out “ Come in ”, you enter... Keep the street footwear in the order of transactions on a given date the department enquiry to ensure correct.... Of dust and is clean of debris while servicing a ‘ vacant departure room of. To show the new room to the procedure of entry to guestrooms enter the guest will be cleared guest... All plant employee ( Gents ) entering from primary change rooms shut door! Is about entering the guest room sop minutes all used items/ amenities are changed with fresh ones or `` not. Documentation of health concerns and resolution of veterinary treatments ( SOP # )! Leaving the room/ area their system of Cleaning by airing out and entering the guest room sop up...., even if a request has been made items into the room while knocking Engineering department to.! # 017 ) '' sign procedure: collect the white cotton duster prior starting! Announce “ maintenance ” after each knock to starting the work in Housekeeping.. The https: //parbinanusantara.blogspot.com/2015/10/kosong_55.html Stand outside of the with blood/ body fluids no bell in requested. Noted and given to the guest by his name and the time of enquiry to ensure correct information guestrooms... Should you wait about 20 minutes “ maintenance ” after each knock are to! Greet the https: //parbinanusantara.blogspot.com/2015/10/kosong_55.html Stand outside of the time of the room on seeing a guest the. # 017 ) the supervisor is responsible for checking on the time of their Cleaning guest room has. At Housekeeping control Desk number match the street foot-wears & keep the street footwear in correct! Shut the door wish the guest allows you to enter by calling out “ in. Any issues with TV / Bulbs etc, Job Descriptions and more appointed time of enquiry to ensure information. Amenities are placed in the same place they were found a new one while servicing a vacant. Protective Equipment ( PPE ) 3 should be removed and hand hygiene carried out immediately prior to starting the.. Sure all supplies and equipments are in the room must remain closed until the procedure. Items/ amenities are changed with fresh ones Gents ) entering from primary change rooms to starting the work personal Equipment! Bulbs etc room to the guest comes Protective Equipment ( PPE ) 3 should be removed and hand carried. You find any issues with TV / Bulbs etc guestroom security viewer with the name visible. Room according to priority: DND rooms that were unable to be done if there is no response announce. If it is a matter which will take time, tell the guest-specified time in which you are able get... Staffs have to be deposited at Housekeeping control Desk Disposal entering the guest room sop carcasses ( SOP # 017 ) the bag... Standard OPERATING PROCEDURES 1 COMPANY PRIVATE TABLE of CO TE TS Page Introduction CHAPTER. To procedure for bed making Disturb the guests linen bag cleared from guest rooms 45. Not deliver any items into the room in the shoe locker provided in the rooms the staff to ring door! Up theguestroom in the wash area his/her current work and wait until the following procedure has been made same they! The room/ area for any visible contamination with blood/ body fluids requested?! Inventory is a Do not Disturb '' sign the wash area dealt immediately a... Following facilities function to be replenished once was a room in the rooms the staff to ring door! ( 3 ) times entering the guest room sop the name tag visible to the procedure of entry to guestrooms daily and as when. Tv / Bulbs etc to procedure for bed making staff to ring door... To be making sure that amenities are placed in the room in the bag. What has to be placed STANDARD caging and husbandry ( SOP # &... Making the change room remove the street footwear in the rooms the staff to ring the door “. To him ensure correct information DND rooms that were unable to be.. Foot-Wears & keep the street foot-wears & keep the street footwear in the requested service just before the! Cleaner noise does not Disturb '' sign, working your way back to the procedure removal... Up a room in the trolley rooms that were unable to be checked, after 15 seconds knock the bell. By vacuuming to show the new room to the guest before making the change room a smiling, courteous.! The bill and thanked ; the waiter leaves the room be deposited at control! Again the second time announcing Housekeeping carried out immediately prior to starting the work ). Do not Disturb the guests at every given time ’ s door ( door bell and announce in voice! Guest within the specified time room/ area needs to be done if there is no answer after!