STANDARD OF

PROCEDURE
HOUSEKEEPING
Time to Train:
30Minutes
Housekeeping (SOP)

INTRODUCTION

 Housekeeping may be defined as the provision of a clean, comfortable and

safe environment, It’s is not confined to the housekeeping department as
every member of staff in the establishment should be concerned with the
provision of these facilities in their own department, e.g. the chef
‘housekeepers’ in the kitchen, the restaurant manager or head waiter
‘housekeepers’ in the restaurant, and the general manager has overall
responsibility.

 To achieve the maximum possible efficiency in ensuring the care and

comfort of guests and in the smooth running of the department.
 To establish a welcoming atmosphere and ensure courteous, reliable
service from all staff of the department.
 To ensure a high standard of cleanliness and general upkeep in all
areas for which the department is responsible.
 To cater to the laundering requirements of the hotel linen, staff
uniforms and guest clothing.
 To Provide and maintain the floral decorations and maintain the
landscaped areas of the hotel.

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Housekeeping (SOP)

 To coordinate renovation and refurnishing of the property as and

when, in consultation with the management and with interior
designers.
 To deal with lost and found articles.
 To establish a good working relationship with another department.
 To ensure that safety and security regulations are made known to all
staff of the department.

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Housekeeping (SOP)

The Cleaning and up keeping of areas like tables, chairs, changing linen
and some light polishing is generally done by the restaurant staffs during
restaurant operational hours, And the housekeeping staffs are responsible
for the thorough cleaning of restaurants and all dining areas after working
hours and deep cleaning.
Cleaning of Restaurant / Dining Area Cleaning:
 Restaurants and dining areas have to be cleaned daily before their
opening time and as and when requested by the restaurant staffs.
 Collect all the cleaning items required for particular Outlets.
 Collect the dining area keys from the security department.
 Turn on the lights so you know what you are doing clearly.
 During morning time check thoroughly and clean the glass and
windowpanes.
 Observer the entire area to plan the work.
 Use Mop Buckets for squeeze and drain the dirt water .
 Before starting to clean the restaurant, the public area attendant
should move all the chairs from the table and make room for proper
cleaning.
 Broom the entire floors in the establishment and collect the litters onto
the garbage bag.
 If any food spills are found on carpet, then follow the do the spot
cleaning as per the standard procedure.
 If the floor is not carpeted, sweep and mop the floor.
 Clear the garbage from the service station and replace the garbage
bag timely if full.
 Dust all the furniture in the Restaurant.
 Polish the furniture if required.
Housekeeping (SOP)

 With a feather duster, dust all the high ceiling, niches, walls, and
corners.
 Clean and disinfect telephones.
 Wipe the side stations and host stations.
 Dust the Point of sales terminals with appropriate cleaning supplies.
 Polish brass/copper items whichever is present with the proper
cleaning supplies.
 Clean the mirrors/windows, as and when required.
 All maintenance should be immediately informed to GM/OP/RM
 If any lost and found items are found, then inform the restaurant
security.
 Collect all dirty table linens and replenish.
 Replenish cleaning linen supplies on a daily basis and let it dry
overnight.
 Mop the toilet floors/tiles timely and when advised by the service staff
through proper communication.
 Flush the toilet timely and use cleaning agent to prevent the bad smell
which might reflect on the guest impressions.
 Dry the toilet floors and use Cautious sign board when floor is wet to
prevent accidents.
 Keep the toilet seat up after flushing it with the toilet bowl shower and
dry it with the toilet papers.
 Check the sinks Timely for cleaning and check blockades if any.
 Communicate with the store department, fill the requisition form and
have a signature of GM/OP/RM in case you need any cleaning agents
or materials for cleaning and operation.
 Check for smudges and re-wipe mirrors in the toilet area.
 Mop the drain cover and remove any ace of water from the drain cores
or holes.
Housekeeping (SOP)

 Fill the cleaning report / register/Checklist and submit to the Operation

Manager.

 LOST AND FOUND PROCEDURES

 An item left behind by guest either in the restaurant or in dining area identified by
any staff and brought under the notice of Housekeeping is termed as “Lost and
Found” item.
 There should be one dedicated location to receive lost and found items whether it
is found in guestrooms, meeting rooms, public area or restaurants.
 The lost items must be secured in a locked closet or area that has highly
restricted access.
 Employees are instructed to bring items to lost and found area, with valuables
receiving immediate attention.
 All items received to be recorded in a lost and found register.
 All items regardless whether it is valuable, non valuable items and perishable
items must be recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the register,
place found, date, name of the person found the item etc.
 Valuable items like Jewellery, mobile, wallets, laptops, iPad etc. must be stored
in a locker.
 Send Email or contact personally if the number is provided to the guest to notify
the guest about the lost item ( as per the hotel policy )
 When guest calls up the restaurant to ask about the lost item, only the person
who maintains the lost and found register should revert to the call.
 Once the item is sent to the guest / collected by the guest authorized person an
appropriate entry to be made on the system.
Housekeeping (SOP)

Sample lost and found register:

PEST CONTROL

The purpose of this policy is to ensure that the Hotel premises are refrained
from all pests, to ensure problem areas can be identified and effective
measures can be taken promptly and to ensure that the minimum
disturbance is caused to the operation of the Hotel and our guest.
Housekeeping Staff will record the details in the Pest Control Log Book.
The Format is as follows:
 Date
 Time
 Description of Pest Problem
 Location of Pest Found
 Date of Pest Treatment Appointment
 Job Completed on.
 Staff accompanied.
 Signature
Housekeeping (SOP)

There are three basic treatments in controlling pests:

 Rodenticide Treatment (e.g. Laying of rat bait)

 Insecticide Treatment (e.g. Spraying of Insecticide)
 Flying Insects Control (e.g. Fumigation).

Treatment – Spray plus laying and checking of rat bait

Frequency – Monthly during overnight
Kitchen and Restaurants Areas
All F&B outlets i.e. All kitchens, staff canteen and restaurants.
Treatment – Spray plus laying and checking of rat bait, fumigation
Frequency – Monthly during overnight.

Restocking of Bathroom supplies:

 Bathroom amenities/ supplies have to be replenished daily.
 Attention to each detail and make sure that the and toilet tissue should
not be empty.
 Remove the protection tab from the tissue box and then pull one
tissue and fold in a triangular shape. This will ensure that the other
tissues will come out easily when pulled.
Housekeeping (SOP)

 At any given time a full set of standard supplies has to be available in

the room.
 Not to replenish supplies bottles till the time it is 1/4 bottle of the
content.
 Not to replenish soap till the time it is not less than half the size.
Housekeeping (SOP)

USAGE OF EQUIPMENTS

- One mop for the floors and dining areas including LIVE kitchen
area.
- One mop each for two floors in each toilet to be used
individually.
- One Mop for Dry purpose.
- 2 brooms for the floors and carpeted areas ( DO NOT USE IN
TOILET FLOORS OR WET AREAS)
- 2 Soap Dispensers for each toilet, Check and REFILL when
needed or advised by the staffs.
- Use Scrubs, Scrub with Scrubber on top and below of drain
cores of the sink.
- Rat Baits / Rat Poison on requirement.
- Duster for glass/ Newspapers for smudges