SOP Housekeeping (WI 06)

Issue No: 02 Standard Operating Procedure
Issue Date: 01.04.2014 Facilities Management Services
HOUSEKEEPING SERVICES
Document No. KF/FMS/ SOP/HK/QEHS(WI)/0006
Reference clauses (in case of QEHS
QMS Clause EMS Clause OHSAS Clause
Document)
Prepared by Shankar M R Senior VP Learning &
Development
Reviewed by Ranjana Deshpande Assistant VP Operations National
Accounts
Approved by Ram Devagiri Executive Director & Head of
Facilities Management Services
Issued by Shankar M R Senior VP Learning &
Development
Date of issue 30/10/2006
No. of Pages 40
Record of revisions
Issue No. Revision No. Issue/Revision Date Details of change Reason for change
01 00 30/10/2006 Original Entry N.A.
Procedure Integrated for addition of ISO
Incorporated in New Format & Incorporate 14001 with Existing OHSAS 18001 &
02 00 01/04/2014
the Requirement of the ISO 14001 Revised as per Management decision in to
a new format to make more specific.
Deviation to the SOP to be approved by National Director - FMS

Accountability for the SOP Director Operations
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Revision No: 00 Housekeeping
Revision Date: NA
Handing over / Taking over of
National Director - FMS
Accountability to be signed off by
Periodicity of review of SOP Annual
Authority for approving Deviation Record of person accountable and Record of Handing over / Taking over of Accountability
Handing over / Taking over Approved by Date of Handing
Date Name of person accountable for Date over / Taking
Name (w.e.f.) (w.e.f.)
SOP over
(DD/MM/YY) (DD/MM/YY) Name Signature
Ram Devagiri 01/04/2014 Shankar M R 01/04/2014 Initially taken

NA NA over on
01/04/2014
Provide Comprehensive Housekeeping, Waste Management, Pantry and Office services at the site Office /
Purpose premises. Applicability of the same is as per the scope of work.
Corporate / Region / Site

Applicability Name of Region Name of site
All Regions All Site
(If applicable) (if applicable)
Related standards /Procedures
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Record For the
Reference
S No. Activity Responsibility maintained information
document
(Format No.) of
Housekeeping Services
Ensure thorough cleanliness of complete flooring of the premises and toilets all the time including the work floor, passages, and pavements etc.
consisting of the following activities:
1  Thorough cleaning, dusting, of all floor areas, shafts, Staircases, partitions, Facility
glazing interior only, miscellaneous items, furniture, artificial plants etc., Manager / HK
and any other item specific to the said premises as specified by the Client Supervisor/
on daily basis based on the mutually agreed time frames. HK Staff
 Wet & dry mopping of all floors areas, toilets, passages and dispatch areas.
 Cleaning and wiping of toilets including its floors, walls, washbasins,
Indian/Western closets Urinals etc., every two hours on all office working
days and as and when required.
 Removal of garbage from all the dustbins, sweepings etc. and its collection
at one place and arrangement for its disposal away from the said premises
in proper Government approved landfills.
 Major deep cleaning work shall be done after business hours and on
holidays/weekends.
 Cleaning, scrubbing, buffing & polishing of all marbles/granite/Terrazzo/
Mosaic floor & skirting areas within the said premises has to be carried out
fortnightly or as specified by the Site from time to time. Weekly cleaning of
carpets including dry vacuuming, spot cleaning, removal of cobwebs, false
ceiling, AC grilles, M&E equipment (under the supervision of technical
staff).
 Regular cleaning of fittings and fixtures including luminaries, handrails,
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special features, signage and graphics, blinds, wood panelling, glass

partitions, computers, telephones, office equipment, cigarette disposal
units, potted plants, et al.
 Maintenance of the material inventory, reorder as per laid down reorder
levels including its storage and usage details at the said premises.
 Any other specific service not listed above, but which is forming part of the
category of service as may be required in due course.
2 Essential Requirements: Facility

Manager / HK
Supervisor/
 Cleaning material & housekeeping consumables etc. manufactured as per HK Staff
EHS standards to be used for cleaning purposes in the said premises.
 The material inventory including its storage and usage details are to be
maintained by Service Provider and would be periodically checked &
endorsed by the Client at the said premises.
 All related logbooks, checklists, and various material and staff monitoring
register etc. prescribed by the Client would have to be properly and duly
filled by the staff and got endorsed from the Client at the premises.
 All staff deployed at site by KF will be trained in operation and usage of all
machineries.
 Under the terms of agreement the service personnel shall not do any
profession of other work for reward or otherwise either directly or
indirectly except for and or behalf of KF.
 KF shall be responsible to look after all property and equipment of the said
premises entrusted to it under its control (reasonable levels of wear and
tear accepted).
 KF shall provide the housekeeping staff with adequate sets of uniforms as
may be required and other necessary accessories such as shoes, caps, rain
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coats, winter wear, etc as agreed and as specified by the Site from time to
time based on need basis.
 KF would ensure that the equipment/machinery as being provided for the
said premises are deployed full time by it at the said premises. The
equipment / machinery deployment at site for full time is
quality of housekeeping services and to increase the efficiency of the staff
employed.
 Vacuum cleaning and dusting of chairs, carpets, walls, roof etc. wherever
necessary will be done by KF for cleaning of dust, marks etc. and removing
cobwebs etc., in the premises twice a month.
 Polishing of all metallic (Brass, Aluminium, Alloys etc.) fixtures and fittings
in work areas, toilets, rest rooms, and reception etc. every week or as
required at site.
 KF shall provide Pantry Boys to serve beverages and other arrangements
for client visits and VIPs.
 KF shall replenish stock in vending machines and pantry at agreed intervals.
Sample schedule is mentioned in Appendix ‘A’ and Workplace Quality (soft
3 services) mentioned in Appendix ‘B’.
4 Functions and Checklists for site executives: Facility
Daily: Manager / HK
Supervisor/
 Check the attendance of the Housekeeping boys, Pantry boys, Carpenters, HK Staff
Gardner. If absenteeism observed, organize manpower or divide the job
responsibilities among the existing manpower.
 Check the entire office premises, basements, terrace, compound area for
cleanliness. If any deviation observed get it rectified immediately with the
help of Housekeeping team.
 Check Nightshift HK logbook for any instruction/message/untoward
incident. Understand the pending job and take necessary action.
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 Check the daily checklist of Housekeeping and pantry.
 Attend calls at BMS of staff of Client. Depute the facility workers as per
requirement. Ensure Vendor Response Form for each complaint is duly
filled and endorsed.
 Check all complaints/calls are completed within 30 min., if not carry
forward pending job with proper feedback.
 Organized additional manpower/special requirements/reconfiguration of
seating arrangement if any.
 If any coffee/tea machine or water dispenser is malfunctioning, lodge the
complaint and have the same rectified at the earliest. Make stand by
arrangement if possible.
 Liaison with security personnel for day-to-day activity.
 Maintain good relationship with all the staff of Client. Quick response to
the need of each and every individual.
 Follow up with approved vendors of Client for day-to-day activity.
 Take proper safety measures while carrying out any work in the building
premises.
 Informing XXX team about any untoward incidents in the premises.
Weekly:
 Check the inventory of all consumables and place order accordingly.

 Ensure Pest Control Treatment is carried out at Cafeteria, all floors
pantries, Basement and compound.
 Take necessary permissions from Client authority for planned work.
 Brief all facility workers in connection with their job responsibilities,
general awareness of Building, new rules and regulations if any.
 Process and authorized the all vendors/suppliers bills.
Monthly :
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Prepare monthly report of soft services activities carried out in the month
along with consumption data of consumables.
 Check the vendor response form and generate a report.
 Submit churn details to Client
 Schedule to be made for atrium glass/curtain glass cleaning.
5 Pest Control: HK
Supervisor/
Weekly Schedule: Every Saturday {General Disinfestations} HK Staff
1) After close of site every Sunday, two workmen are deployed for spraying
 Manhole Chambers
 Toilet Drain Outlets
 Kitchen Drain Outlets
 Pantry Drain Outlets
Fortnightly Schedule:
Rodent Control
 Fortnightly service for keeping rodents away from the premises.

 Keeping poison cakes at both the basements at regular intervals above the
cable tray, Duct etc. (normally on the route of rodent movement)
 For effective treatment, the poison cakes are to be placed 100 meters away
from the building perimeter, along the three sides of the building (except
the front of the building), to prevent the rodents from coming too close to
the building itself.
General Disinfestations:
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 Spraying liquid at all pantries, drains and basements sumps in order to
control cockroaches, lizards and general household pests.
 Every time concentration of liquid has to be changed for more effective
results.
Quarterly Treatment:
Baiting Treatment:
 Herbal baits are to be kept in all the pantries and cafeteria to control
breeding of cockroaches
Note: All treatment material to be changed after every six month

6 Waste Management: HK
Kitchen Waste: Supervisor/
HK Staff
 All food waste from the Cafeteria and the Pantries to be collected and
stored overnight in a locked bin outside the building.
 The waste will then be collected by a designated garbage collector next
morning for disposal.
Paper Waste:
 All paper waste is removed to the Shredding Room at evening

 The waste paper is stored overnight
 The paper is shredded between 0800-1500 hours the next day
 The shredded paper is bagged, security checked and removed from the
premises by the agency responsible for the shredding.
Renovation Debris:
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 Renovation Debris is stored at designated space at the back of the

building
 The contractor undertaking the renovation work would remove the
debris when it amasses to a volume equivalent to a tempo load
 If the contractor fails to remove the debris, the Building Management
Team, at the contractor’s cost, removes it.
7 Façade And Glazed Surface Upkeep: HK

Supervisor/
Daily HK Staff
 To clean Glass panes, within reachable height

 To clean all glazed doors in the building
 To clean all glazed partitions
Special attention is paid to the main entrance doors in the atrium and the entrance
doors on every lift lobby.
Weekly
 To clean all the glazed windows on both sides of the building, internally
for the entire floor and externally for ground floor only.
 To clean all glazed windows internally in the lift lobby of all the floors.
Monthly
 The full height of glazed surface in the building, both internal and
external.
 The Clients Logo.
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Once Every Sixty Days
1. The glass façade from all four sides of the building

2. The Alucobond façade from all sides of the building
3. Entire façade both glass and Alucobond surface to be cleaned by eco-friendly
soap solution and rubber squeezer.
Note: The cleaning activity depends on the local weather condition. If the
motorized trolley is not available, the spider-man technique to be utilized
(manually descended)
Soft Furnishing Maintenance:
Daily
 Vacuuming of carpets
 Brushing of Chair Seats
 Vacuuming of sofas
 Spot removal of stains from carpet
HK
Weekly
8 Supervisor/
HK Staff
 Vacuuming of Venetian Blinds
 Thorough check of carpets and upholstery for fresh stains and marks
Need Based
 Shampooing of upholstery
 Cleaning of carpets with special agents
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9 Garden and indoor plants: HK
Supervisor/
Duty Hours: 9 am to 6 pm HK Staff
Work Team: Four Gardeners
Workdays: Monday-Friday + Saturday till 3pm
Work Area: Garden
Potted PLANTS inside the premises
Job Schedule: Daily
 Clean entire garden area of fallen leaves and other material at the start
of the day.
 Clean all potted PLANTS of dry leaves
 Water all the PLANTS
 Check for PLANTS pests and infections
Job Schedule: Monthly
 Cut and trim the PLANTS

 Mow the lawn
 Loosen the soil around the PLANTS
 Apply pesticide
 Geru all clay pots
Job Schedule: Bi-Annual
 Add manure to the entire garden.

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 Change the soil, if required
Job Schedule: Annual
 Change of soil for pots and flowerbeds

 Replant the grass, if required, in dried-up and bald patches
 PLANTS seasonal in autumn
10 Pantry Services: HK
Supervisor/
Duty Hours: 7 am to 8 pm or as agreed to HK Staff
Work Team: Pantry Attendants
Workdays: Monday-Saturday + Skeletal Staff on Sundays or as agreed to
Work Area: All floors
Duty Schedule
 Top up all vending machines at the start of the day.

 If the drinking water dispenser runs out of water, track the quantity in the
bottle, and
replace the dispenser with a new bottle as soon as it is empty.
 Check the vending machines every hour and top up the consumables
which are low in quantity
 Serve Tea/Coffee/Water/Aerated drinks to visitors on request of the
managers
 Wash guest crockery, dry them and store immediately after use.
 Clean the pantry working area before the start of the day and once every
three hours, to maintain proper hygiene level.
 Every Saturday, check the inventory of crockery and cutlery.
 Wash all cutlery and crockery in dishwasher (if provided) every Saturday for
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establishing high level of Pantry hygiene.
Maintain inventory of all pantry consumables and track consumption trend.

11 Carpentry: HK
Supervisor/
Duty Hours: 8 am to 10 pm or as agreed to HK Staff
Work Team: Two Carpenters on overlapping shift
Workdays: Monday-Saturday
Work Area: Premises
Work Schedule
 On reporting to duty, check urgent work requisition of Night Shift

Executive
 On completion of urgent job if any, systematically check all
 Door closers
 Floor springs
 Handles
 Hinges
 Locks
 Latches
 Shutters
 Doors
From the topmost floor downwards, for any malfunction, and to rectify the defects,
if any.
 Attend to complaints/requests from XXXXX staff within 30minutes of

lodging of the complaints for repairing their chair, opening a stuck drawer
etc.
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 Coordinate with chair repairing technician, furniture technicians, floor
spring/door closer technicians, blinds repair man etc.
 At the end of working hours, open the glass partitions of the cabins for
vacuum cleaning of the sandwiched space by the housekeeping staff,
before fixing the glasses back again.
 Check inventory of tools, tackles and consumables at the end of the day,
for smooth functioning next day.
Window / Cladding Cleaning & Maintenance
Provide the labor and equipment necessary to clean the exterior windows, building cladding, relights and skylights. Window & cladding cleaning activities
will occur on a predetermined frequency. Provide recommendations on window & cladding maintenance with the help of a detailed checklist & minor or
major repairs to be carried out as & when on need basis.
1 Responsibilities: HK
Supervisor/
 Retain the resources necessary to safely complete the exterior
HK Staff
window & cladding cleaning operation.
 Exterior window/cladding cleaning equipment is only to be
utilized as designed and intended. Care is to be taken on all
rooftops to avoid any damage to roof surfaces.
 Assigned personnel are not to utilize any the Site equipment or
furniture to complete the exterior window/cladding cleaning
activities.
 Products used are to be environmentally safe as per EHS norms.
 Exterior window cleaning is to be pre-scheduled in order to
avoid any interruptions in VIP/clients visit.
 Maintain a detailed checklist to carry out the maintenance & repair
activities.
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Hours of Service:
 Exterior window/ cladding cleaning can occur during normal
business hours.
Personnel:
 Must be fully trained in the proper use of the required
equipment and chemicals.
 Must perform duties in a professional and courteous
manner.
Service Expectations:
 Assigned windows/cladding properly cleaned per
occurrence: 100%
Janitorial Cleaning Tasks
Chemicals (Cleaning Agents)

When using cleaning agents the House Keeper shall follow the use
instructions of the manufacturer including obtaining the recommended
dilution rate for cleaners supplied in a concentrated form and adhering to
recommended dwell time allowed for a cleaning product to be in contact with HK
2 the surface being cleaned. House Keeper shall also ensure that an enzyme is Supervisor/
administered in each sink and floor drain, to prevent dirt and soap scum build- HK Staff
up in pipes.
Clean (Objects/Surfaces)
 House Keeper shall cause the object or surface to be free from;
contamination, litter, pollution and or/ soil by using and performing the
janitorial service industry standards best practices to accomplish an assigned
task.
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Clean And Disinfect Drinking Fountains

 House keeper shall use the approved germicidal detergent solution sprayed
from a bottle in conjunction with a clean towel and remove; streaks, stains,
spots, scale deposits and other removable soil from the entire drinking
fountain including cabinet.
 Crème cleaners, due to their tendency to dull and scratch the surface, shall be
used sparingly and only after the germicidal detergent cleaning method fails
to cause the desired results.
 De-scale with a non-acid bowl cleaner only as required to maintain clean
orifices and drains.
 House Keeper shall finish by polishing to a luster all bright metal and porcelain
surfaces.
Clean and Disinfect Fixtures (Includes De-Scale Toilets & Urinals)

 House Keeper shall use an approved germicidal non-acid bathroom cleaner
(pH 6.0-7.0) in conjunction with a clean towel and remove; streaks, stains,
spots, scale deposits and other removable soil from all surfaces of showers,
wash basins and adjacent surfaces.
 Bowl mops shall be used to clean the interior of and remove soil from under
the rims of toilets and urinals. Remove water from the bowl by forcing the
trap open with the bowl mop. Saturate the bowl mop with bowl cleaner then
swab inside the bowl, especially under the rim where scale and germs
accumulate. Flush the toilet/urinal several times while rinsing the bowl mop
thoroughly. Using all industry recognized safety standards, de-scale with
phosphoric acid based bowl cleaner. This procedure is restricted to when the
standard cleaning procedure does not produce the desired results.
 No steel wool or abrasive derivatives (e.g. course scour pad) shall be used.
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Scouring pads, consisting of cellulose sponge with a fine polyurethane
backing, that are designed to significantly reduce scratching may be used only
after the standard chemical cleaning process does not produce the required
results.
 Crème cleaners, due to their tendency to dull and scratch the surface, shall be
used sparingly and only after the germicidal detergent cleaning method fails
to cause the desired results.
 De-scale with a non-acid bowl cleaner only as required to maintain clean
orifices and drains.
 House Keeper shall finish by polishing to a luster all bright metal and porcelain
surfaces.
Clean glass, mirrors, windows, etc.

 House Keeper shall wet the glass with a glass cleaner solution.
 Using a clean dry wiper, House Keeper shall clean the glass surface and
remove all; fingerprints, smears, smudges, spots, and stains.
 Cleaned glass shall have no vision impairments except those imbedded.
Clean and Refill Floor Drains

 Clean the floor drain using a stiff brush and germicidal detergent. If required,
use a crème cleaner to remove tarnish and corrosion from drain cover.
 House Keeper shall pour a solution of germicidal detergent down the floor
drain to fill the drain trap and prevent the escape of sewer gas.
Damp Mop (Non-Carpeted Floors)

 Prepare the area by completely vacuuming, dust mopping or sweeping.
 Put out wet floor signs.
 Apply a detergent solution (general purpose or if required, a heavy duty
cleaner) using a mop and a mop pail with wringer and damp mop the entire
floor area.
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 Task completion provides a floor uniform in appearance and free of detergent
film, soil and streaks.
Disinfecting Objects/Surfaces
 House Keeper shall use damp cloths infiltrated with an approved germicidal
detergent solution and damp wipe and disinfect all surfaces of; doors,
fixtures, partitions, walls, etc.
 Completion will provide treated surfaces that are free of all; smudges, spots,
stains, and streaks.
Dispenser Servicing
 House Keeper shall service all; deodorant, hand soap, paper towels, sanitary
napkins, toilet tissue and toilet seat cover dispensers by refilling each as
required to maintain an adequate supply at all times.
 Supplies will be placed into dispensers in accordance with directions provided
by the product supplier and the dispenser manufacturer.
 House Keeper shall provide to the client representative, in written
memorandum form, notice of defective dispensers identifying type of
dispenser and location in the building.
Dust Building Surfaces - Low Reach Areas

 Starting at a level of eight feet above the floor and continuing to, but stopping
at, the floor level the House Keeper shall use dusting tools, treated dust cloths
or vacuum cleaners with dusting attachments to remove all dust, lint, litter,
dry soil, etc. from horizontal and vertical surfaces.
 Horizontal and vertical surfaces include; ceiling mounted fans, counter tops,
door frames, fixtures, fire extinguishers, heater convectors, ledges, partitions,
picture frames, walls, window blinds, window sills, and other types of fixtures
and surfaces which are not considered to be furniture surfaces or specialty
equipment such as test equipment, computers, typewriters, calculators, etc.
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 House Keeper shall accomplish dusting by the removal of soil from the area -
not by moving it from one surface to another.
Dust Building Surfaces - High Reach Areas

 Starting at a level of eight feet above the floor and continuing to and including
the ceiling area, the House Keeper shall use dusting tools, treated dust cloths
or vacuum cleaners with dusting attachments to remove all dust, lint, litter,
dry soil, etc. from horizontal and vertical surfaces.
 Horizontal and vertical surfaces include; ceiling mounted fans, door frames,
heater convectors, heater duct surfaces, ledges, partitions, walls, window
blinds, window sills, and other types of fixtures and surfaces which are not
considered to be furniture surfaces or specialty equipment such as test
equipment, computers, typewriters, calculators, etc.
 Supplier shall accomplish dusting by the removal of soil from the area - not by
moving it from one surface to another.
Dust Mop Or Sweep Non-Carpeted Floors

 House Keeper shall use a treated dust mop or hygienic cloth mop to remove
soil and litter from non-carpeted smooth finish floors and a dustpan and fine
texture broom to pick up the soil.
 House Keeper shall use a fine texture broom to remove soil and litter from
rough, (e.g. unsealed concrete) surface floors where dust mopping is not an
effective method.
 House Keeper shall use a putty knife to remove gum, tar or other sticky
substance from the floor. Next, spot clean the area if needed.
 When finished the floor, including corners and abutments, shall be free of
dust, litter and debris that can be removed by dust mopping or a putty knife
or vacuuming.
 House Keeper shall use a dust mop of appropriate width (2FT, 3FT, or 4FT) for
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the size of the area being serviced.
 Swivel action dust mops shall be kept flat on the floor when performing the
dust floor task.
Dust Miscellaneous Articles

 House Keeper shall use treated dusting tools, treated dust cloths or vacuum
cleaners with dusting attachments to remove all dust, lint, litter, dry soil, etc.
from the surfaces of office machines, and client artwork.
 The House Keeper shall accomplish dusting by the removal of soil from the
area - not by moving it from one surface to another.
Dwell Time
 The designated amount of time a product manufacturer instructs a substance
or solution be in contact with a surface for the product to be effective to its
intended purpose.
 Excessive dwell time can damage the surface being cleaned and add time cost
while a less than recommended dwell time causes incomplete cleaning of the
surface being cleaned.
 All dwell time requirements shall be strictly adhered to by House Keeper in
order to maximize desired results upon task completion.
Empty Garbage & Recyclable Receptacles

 House Keeper shall empty all "garbage" receptacles and return them to their
original location. Receptacle liners shall be replaced as needed. The collected
trash shall be transported to the designated holding area in the building site.
 House Keeper shall empty all "recyclable" material receptacles and return
them to their original location. Receptacle liners will be replaced as needed.
Recyclable materials such as paper, glass, aluminum cans shall be kept
separated by the House Keeper and each shall be transported to the
designated area at the facility.
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 Receptacles that become soiled as a result of a broken liner shall be damped
wiped or washed and scrubbed as is needed to remove the soil and non-
permanent stains from receptacle surfaces.
 The holding area for garbage and recyclable material at the building site will
be maintained by the House Keeper in a manner that presents a neat uniform
appearance.
 The pick-up container must move with the General Cleaner to the closest
point possible to receptacle being emptied.
 Receptacle liners shall be replaced only if soiled with moisture or ash.
 The liner should be tied around the top of the waste basket to hold it in place.
 Collected bags of waste shall be placed on a protective mat to protect the
floor surface.
Equipment and Machinery

FM equipment shall be of the highest size to work effectively in a given area
thereby providing to client a maximum productivity for the time utilized.
Rugged commercial type equipment and machinery is best for the repetitive
usage rate required to do the Work. Equipment to be favored would feature;
"quiet" operation, accessory storage on the equipment, circuit breakers on
the equipment and automatic chargers on battery powered machines.
Machine Scrub Floors

 Schedule task time so as to restrict pedestrian traffic.
 House Keeper shall use electronically powered floor machines with a
scrubbing brush or grout cleaning machines and detergent or degrease
solution to remove soil and stains from floor surfaces such as concrete, brick
or pavers, grouted tile and other such uneven or rough floors and from
baseboards, furniture and partition bases and legs.
 House Keeper shall use hand brushes in areas inaccessible to the floor
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machines.
 House Keeper shall use a wet/dry tank vacuum to pick up the scrubbing
solution and wet mops, buckets and wringers in areas inaccessible to a tank
vacuum.
 House Keeper shall rinse the floor with clean water after picking up the
scrubbing solution with the tank vacuum.
 House Keeper shall remove all splash marks from baseboards, furniture and
other such surfaces.
Policing For House Keeping

 House Keeper shall remove carpet stains and empty, vacuum or exchange wet
or ineffective entrance mats.
 House Keeper shall vacuum or sweep obvious soil from floors.
 House Keeper shall spot clean unsightly soil from building surfaces and
fixtures and spot mop hard surface floors to remove liquids and unsightly soil.
 House Keeper shall empty trash and ash receptacles which have become filled
and replace torn or obviously soiled trash receptacle liners.
 House Keeper shall refill dispensers that have become depleted prior to the
next routine service time.
Litter Picking
 House Keeper shall, as needed, remove any visible litter or soil from the
building space that is being serviced and in doing so maintain a clean neat
building appearance at all times.
 Litter that cannot be removed by hand may be removed using a carpet
vacuum, broom of fine texture, dust mop or damp mop as is appropriate.
Polish
 House Keeper shall make a surface/object smooth and glossy by rubbing with
a towel and appropriate polish or creme.
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 When finished the surface polished shall have a coating of protection
providing a luster when viewed.
Remove Carpet Stains

 House Keeper shall attempt to identify type of stain.
 House Keeper shall blot or vacuum and scrape as much of the stains from the
carpet as practical before applying carpet stain remover to the carpet.
 House Keeper shall use carpet stain remover, a dampened utility brush, clean
cloths, aerosol gum remover and wet/dry tank vacuums to remove
non-permanent stains from carpeted floors.
 House Keeper shall spray carpet satin remover onto the stain and use a utility
brush if required.
 After the stain has dissolved, House Keeper shall blot and rub the stain in such
a manner as to prevent spreading of the stain.
 After the stain has been removed, House Keeper shall blot or vacuum the
carpet dry.
Recondition Finished Floors

 House Keeper shall prepare the floor by dust mopping or sweeping.
 Prepare the surrounding area of the floor by covering with cardboard or H/D
paper and tape.
 House Keeper shall remove soil, scratches, heel and scuff marks and the top
layer of floor finish from resilient tile and terrazzo floors by using a disc floor
machine, scrubbing pad, putty knife, abrasive pad, mop, mop bucket wringer,
detergent solution and rust remover if needed.
 Manual scrubbing devices shall be used in areas inaccessible to the floor
machine.
 A wet/dry tank vacuum shall be used to remove the solution except in areas
where it is not practical or effective. Rinse the floor with clean water at least
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once after the detergent has been picked up.
 When a wet/dry tank vacuum is not used, rinse the floor twice.
 House Keeper shall apply a minimum of two additional coats of floor finish by
using a fine strand rayon mop to apply the finish.
 House Keeper shall apply no finish within 1" of baseboards and furniture
setting directly on the floor surface.
 After the finish has dried, the reflectance shall be uniform and no streaks,
swirls, etc. shall be visible.
Set Ups, Furniture

 House Keeper shall arrange/rearrange furniture per instructions from the
client representative or place as determined.
Spot Clean (Building Surfaces)

 House Keeper shall use clean damp cloths, scrub pads, spray bottles or
detergent solution, glass cleaner, or creme cleanser to remove smudges,
fingerprints, marks, streaks, tape, etc. from the surfaces of ledges, windows,
partitions glass, window sills and blinds, fire extinguishers, counter tops, walls,
doors, door frames and sills, pictures, partitions, rails, and other types of
fixtures and surfaces which are not considered to be furniture surfaces or
specialty equipment such as test equipment, computers, typewriters,
calculators, etc. below nine feet from the floor surface.
 House Keeper shall perform spot cleaning up to a height of ten feet from the
floor surfaces at the interior and exterior of exterior entry areas.
 House Keeper shall polish stainless steel surfaces with glass cleaner and soft
clean cloths.
 House Keeper shall use a clean cloth and stainless steel polish to remove
smudges, fingerprints, marks, streaks, tape, etc. that the glass cleaner cannot
remove.
 House Keeper shall remove excess stainless steel polish.
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Spot Mop
 House Keeper shall use detergent solution and mop to remove spots, spills
and obvious soil from non-carpeted floors which cannot be removed by
vacuuming or dust mopping.
 After the floor has been spot mopped, it shall have a uniform appearance free
of soil, stains, streaks, swirl marks, detergent film or any observable soil which
can be removed by damp mopping.
 In rest rooms and medical exam or treatment areas, House Keeper shall use
germicidal detergent solution instead of detergent solution.
 A combination mopping solution must be mixed at the correct dilution rate
and placed in a bucket fitted with a wringer.
 Under no circumstances should a dripping mop be carried over a carpeted
floor.
Spray buff
 House Keeper shall dust mop and damp mop the floor surface in preparation
for spray buffing.
 House Keeper shall use single-disc floor machines, buffing pads, and spray
bottles with spray buffing solution to restore a uniform gloss and protective
finish to resilient tile or terrazzo floors which are finished with a floor finish.
 The spray buff solution shall be a pre-mixed solution formulated as a
companion product to the finish already on the floor.
 House Keeper shall dust mop the floor surface after spray buffing.
 After spray buffing, the entire floor shall have a uniform, glossy appearance,
free of scuff marks, heel marks, and other stains, and shall have a uniform
coating of floor finish.
 House Keeper shall finish by removing all spray buff solution from baseboards,
furniture, trash receptacles, etc.
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Strip Clean
 House Keeper shall use an approved germicidal detergent solution and scrub
clean entire room (ceilings, floor and walls).
 House Keeper shall completely remove all scale deposits, soil, spots, smudges,
stains, streaks from all horizontal and vertical surfaces.
 House Keeper shall rinse thoroughly with clear water all surfaces that have
been cleaned.
 Completion will provide clean treated surfaces that are free of all
non-permanent soil.
Strip and Refinish Floors

 House Keeper shall completely remove all non-permanent floor finish and
seal from resilient tile or terrazzo floors and from baseboards and furniture
and partition legs and bases.
 Apply a minimum of two coats of floor seal and three coats of floor finish.
 House Keeper shall use single-disc floor machines, stripping pads, putty knifes,
abrasive pads, mops, mop buckets and wringers, floor finish remover and rust
remover to remove all removable marks, heel marks, scuff marks, rust stains,
gum and other types of stains and soil.
 House Keeper shall use manual scrubbing devices in areas inaccessible to the
floor machine.
 House Keeper shall use a wet/dry tank vacuum to pick up stripping solution
except in areas where its use is not practical.
 House Keeper shall rinse thoroughly with clear water all floor surfaces to
which floor finish remover has been applied.
 When a wet/dry tank vacuum is used, House Keeper shall rinse the area at
least once after the floor finish remover has been picked up with the wet/dry
tank vacuum.
 When a wet/dry tank vacuum is not used, House Keeper shall rinse the floor
at least twice and remove all old floor finish residue.
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 House Keeper shall use a fine strand rayon mop to apply at least two coats of
floor seal and three coats of floor finish.
 House Keeper shall apply no finish within 1" of baseboards and fixed furniture
setting directly on the floor surface.
 House Keeper shall remove all floor seal, floor finish, stripper and stripping
slurry from baseboards, furniture and other such areas.
 After the finish has dried, the reflectance shall be uniform and no streaks,
swirls, etc. shall be visible.
Vacuum Completely
 House Keeper shall use a carpet vacuum to remove visible and hidden soil and
debris from the carpet surface and from within the carpet pile.
 House Keeper shall use a hose and brush or crevice attachment to vacuum
areas inaccessible to the carpet vacuum.
 After completely vacuuming, the carpet shall be free of all visible soil and litter
and all soil which can be removed from the carpet pile.
Vacuum Traffic Lanes

 House Keeper shall use a carpet vacuum to vacuum traffic patterns and lanes
of carpeted floors to remove soil and debris from the carpet surface and pile
to raise the carpet pile.
Vacuum Visible Soil

 House Keeper shall use a carpet vacuum to remove visible soil and debris
from the carpet surface.
 After vacuuming, the carpet shall be free of all visible soil and litter.
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 Vacuum elevator floor and door tracks.
 Use a vacuum cleaner to remove moisture and dry soil from carpeted type
entrance mats.
 House Keeper shall use carpet stain remover and gum remover to remove
carpet stains and gummy soil from entrance mats.
Wash
 House Keeper shall use detergent solution and a brush or towel and remove
all soil and dirt from the surface or item being cleaned by rubbing or
drenching it.
 Completion shall provide a surface/object free of all non-permanent smears,
soil, and streaks.
Wet Clean Floors

 House Keeper shall use detergent solution, wet mops, buckets and wringers,
deck brushes, corner brushes, swivel pad holders and abrasive pads, and
putty knives to remove soil from non-carpeted floors which cannot be
removed by vacuuming or dust mopping.
 House Keeper shall apply detergent solution to the entire floor area and allow
to remain for three to five minutes.
 House Keeper shall use scrub brushes to remove spots and stains not
removed by mopping.
 In areas with floor drains, House Keeper shall squeegee the floor dry and then
rinse with clear water.
 In areas without a floor drain, House Keeper shall use a wet mop and mop
bucket and wringer or wet/dry tank vacuum to pick up the solution, and then
rinse with clean water twice.
 House Keeper shall wet clean all accessible areas.
 House Keeper shall dust mop floors which are coated with floor finish prior to
damp mopping.
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 House Keeper shall take care as required to prevent splash and mop marks
from being left on baseboards, furniture legs, doors, etc.
 After the floor has been wet cleaned, it shall have a uniform appearance free
of soil, stains, streaks, swirl marks, detergent film or any observable soil which
can be removed by damp mopping.
 In areas where floor finish has been applied to the floor surface and greasy
soil must be removed, House Keeper shall use a solution of de-grease.
3 General Rules Personnel Standards and Training Trainer /

Facility
A. GENERAL RULES AND RESTRICTIONS Manager
1. All staff under Knight Frank assigned to the client’s premises must display
an orderly business-like and courteous attitude at all times and must not be
under the influence or smell of alcoholic beverages or drugs.
In addition to any other restrictions set forth by the client’s Policy and
Procedures. Janitorial personnel are not authorized to enter or occupy any
areas of a facility unless their duties require them to do so. Janitorial
personnel shall not remain on client’s premises upon completion of their
assigned work / shift or beyond the time necessary for wash-up, or other
items associated with their job responsibilities.
B. STANDARDS OF PERSONNEL
1. House Keeper personnel must be capable of performing all duties outlined

in the client’s Procedures and other written instruction.
2. KF shall conduct local and state criminal records checks on all personnel to
be assigned to client’s premises.
Staff with criminal convictions, other than minor traffic violations shall not
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be assigned to client’s premises until a detailed statement of the
circumstances is furnished to client’s Facility Manager for his review
and written approval of such assignment is made by client. KF shall
comply fully with the laws relating to the making of investigative reports
and the
disclosure of information contained therein to the client.
3. KF shall maintain all pre-employment records, certification and supporting

documentation for each individual assigned to client’s locations, and shall
make such documentation available to client’s Facility Manager upon
request.
C. TRAINING
1. Site training shall include, but not be limited to the following topics:
a. Orientation to KF policy and procedure;

b. Orientation to client’s policy and procedure, to include site specific
rules and regulations;
c. Safety training;
d. Restroom cleaning procedures;
e. Common area cleaning procedures;
f. Instruction on individual job responsibilities and duties;

g. Proper use of equipment and cleaning solutions;
h. Waste disposal;
i. Drug-Free Workplace policy;
j. Smoking regulations;
k. Etiquettes Uniform and personal hygiene;
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l. Other; to be defined at the discretion of KF;
2.KF, House Keeper Executive/Supervisor shall ensure that each janitorial

person assigned to clients locations receives a minimum of eight (8) hours
onsite training at the facility to which they will be assigned. Such training
shall be performed by and under close supervision of KF Facility Manager.
D. UNIFORMS
1. KF shall provide, at its expense, uniforms for all their staff that clearly
distinguishes them as KF contracted staff.
2. Style and type of uniform shall be approved by Facilities Management

representative.
3. KF staff shall wear uniforms whenever on duty at client’s facilities.
4 Knight Frank Staff Code of Conduct Trainer / HK

Supervisor
KF Site Managers shall ensure that all their staff with access to client’s premises fully
comprehend and conform to the following Code of Good Business Conduct
requirements.
 KF expects absolute honesty from each KF staff while performing the Work.
 KF staff shall not permit any unauthorized person(s) to have access to client’s
premises at any time.
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 No KF staff shall consume, destroy, give, loan, sell, or take any item that is left
in sight or otherwise detected during performance of the Work.
 No KF staff shall open any; cases, containers, drawers, or doors not necessary
for the performance of the Work.
 KF staff is to enter and leave the premises only from the access location
designated by the client’s Representative. No KF staff is to roam through the
location, but shall remain in those assigned areas where the Work is to be
done.
 No KF staff shall give, sell or otherwise make available any records or

information pertaining to the client. This includes any papers or information
left in waste or recycle receptacles, the contents of which are to be destroyed.
No KF staff shall scavenge client’s discarded or refuse material nor salvage any
material.
 KF staff shall not make personal calls or other calls from any telephone (other
than a pay phone) located in the building except in the case of an emergency.
 KF staff must turn over to the client’s Representative any items of jewellery or
other items of value found while working in their locations.
 No KF staff shall report to work while under the influence of any alcoholic
beverage or narcotic, nor shall any alcoholic beverage or narcotic be possessed
or used on the premises.
 No KF staff shall report to work possessing a firearm, knife or weapon of any

type, all of which are prohibited on the premises.
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 KF staff are expected to conduct themselves in a business-like manner at all
times. Loud talk, profanity, or other activities which prove distracting shall not
be tolerated.
 KF staff shall proceed with care when moving and operating equipment,
especially through doorways and at cross sections, and do so without causing
damage to client’s property.
 KF staff are expected to respect the property of the client, being sure work
equipment does not damage the building, equipment and furnishings. KF staff
shall immediately notify client’s Representative when a building component is
bumped or splashed liquid or solid material even when damage is not evident.
 KF staff shall not use or turn on or cause to be turned on any electrical device
such as; adding machines, calculator, computer, copier/duplicator, radio,
television, typewriter, and other electrical equipment not used as a janitorial
tool.
 KF staff shall not smoke in the buildings.
 No KF staff shall loan, give, sell, take, or destroy any equipment, supplies or
tools, including personal items such as candy, cigars, cigarettes, etc., that are
left in sight or otherwise detected while working on the premises.
 KF staff shall turnoff off lights and lock all doors when leaving an area where
Work assignments have been completed except when instructed not to do so
by a designated lead person, Group Leader, Supervisor, or client’s
Representative.
 KF staff shall at all times visibly wear the issued Contractor Identification Badge
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issued by client when on their premises.
 KF staff shall not remove from the premises, nor duplicate any keys
provisioned them to perform the Work.
 KF staff shall not adjust, move or put away items found on counters, desks,
tables, etc. nor shall they place items on top of furniture during the
performance of the Work.
 KF staff shall not introduce to the premises any sexually explicit materials,
objects, photographs, etc. and shall not make any comments, jokes, or
references which may be considered sexually offensive.
 No KF staff shall offer or solicit any services in the buildings or on the premises
of client other than that which is defined by the client.
Lists of Checklists to be filled for Housekeeping mentioned in appendix ‘C’ Facility

5
Manager
Appendix ‘A’: Sample Schedule
Staff Deployment and Sequential Pattern

Schedule of House Keeping Boys/ Lady Schedule of House Keeping Supervisors
7.00 a.m. TO 4.00 p.m. 7.00 a.m. TO 4.00 p.m.
9.00 a.m. TO 6.00 p.m. 2.00 p.m. TO 10.00 p.m.
10.00 a.m. TO 7.00 p.m. 10.00 p.m. TO 7.00 a.m.
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2.00 p.m. TO 10.00 p.m. Strength of House Keeping Boys in The Night Shift
10:00 p.m. TO 7:00 a.m. 10.00 p.m. TO 7.00 a.m.

Saturday Schedule: Sunday Schedule:
10 p.m. TO 7:00 a.m. 7:00 a.m. TO 4:00 p.m. - HK BOYS

1:00 a.m. TO 10:00 p.m. - HK BOYS
7:00 a.m. TO 4:00 p.m. - SUPERVISOR
Pantry Services
Schedule of Pantry Boys Sunday Schedule (On required basis)
7.00 a.m. TO 4.00 p.m. 9:00 a.m. TO 6:00 p.m. - Pantry Boy
9.00 a.m. TO 6.00 p.m.
9.00 a.m. TO 8.00 p.m.
2:00 p.m. TO 10:00 p.m.

One pantry boy is made available to provide service to ………. staff attending meetings / conference/seminars etc. This is a consistent requirement.
Appendix ‘’B’: Work Place Quality (soft service)
COORDINATOR: Xxxxxxxxxx
CONTACT NUMBERS: Extn: xxxx
COORDINATOR: Name
CONTACT NUMBERS: Extn: xxxx
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Following services have been covered under this category

 Housekeeping
 Pest Control
 Waste Management
 Façade and Glazed Surface Upkeep
 Soft Furnishing Maintenance
 Garden and Indoor PLANTS
 Pantry Services
 Carpentry
Housekeeping:
SERVICE HOURS: Monday-Friday: Round-the-clock

Saturdays: Round-the-clock with skeletal work force at night.
Sundays/Holiday: Round-the-clock with skeletal work force during the day.
Nature of Job: 9:00 am to 11:00 am
Weekdays : Daily Cleaning Schedule  Main, Rear and Middle Staircase

 Mopping.
7:00am TO 9:00am
7:00 am to 4:00 pm
 Main, Rear, Middle Staircase –  Main Atrium and workstations, Building Periphery, Security
 Sweeping the Floor, Room, Rest Room, All Floor Toilets, Rear Passage, Parking Zone
 Cleaning the Window Frames,  Sweeping of the areas identified above
 Dusting the Railings, Light Fixtures etc.  Mopping of the areas identified above
 Clearing the dustbins
 Elevators and Elevator Lobbies  Cleaning the Glass of Mart area within reachable height
 Mopping of Elevator Floor  Cleaning Granite facade at above areas within reachable
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 Dusting of Railings, height
 Polishing of Elevator Wall Panels from inside and outside  Vacuuming the artificial PLANTS/ pots
 Check light fixture and report for replacement to Helpdesk  Removing cobwebs formed overnight
 Sweep clean the Elevator Lobbies
Refilling water bottles.
7:00 am to 8:00 am 9:00 am to 11:00 am
 All Door Frames  Terrace

 Dusting of all door frames  Cleaning
 Dusting
8:00 am to 8:00 pm  Mopping
 Dusting of the pipes on the Terrace
 Gents & Ladies [by lady attendant] Cloak Rooms –
 Cleaning of toilet fixtures, mirrors and shelves 10:00 am to 11:00 am
 Sweeping of floor
 Mopping of floor * Utility Equipment Areas - LT/HT/STP/WTP/DG ROOMS
 Wiping door surface, handles and walls
 Keeping the sink platform dry Cleaning of the captioned rooms in the presence of the respective
 Replacement of hand towels/ tissues/ naphthalene balls/ Air technicians.
Fresheners/Liquid Soaps,
 Emptying of Dustbins
11:00 am to 12:00 pm 2:00pm to 7:00pm
 Medical Room  Ground Floor Glass/Alucobond, Light Fixtures, Granite Frames,

 Sweeping of the room Terrace Area
 Mopping of the room  Cleaning Glass with special glass cleaning agent within
 Changing of Bed sheets, Pillow Cover reachable height
 Clearing the Dustbins.  Cleaning Granite façade within reachable height
 Light fixtures, SS grills within reachable height
 In Between Rounds at CCR/Lunch room for clearing
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dustbins, Lunch Table etc;
 Sweeping of Entire Terrace except Chiller and Electric Panel,
 Dusting of SS Rails, Aluminum Doors etc.
11:00am to 4:00 pm 7:00am to 10:00pm
 Important Rooms at all Floors Attending complaints and client requests such as shifting/lifting of small
 Daily cleaning, dusting, sweeping, of all. items, taking papers for shredding, packing of small items, clearing
 Removing all unwanted material from the said area, after dustbins/workstation apart from regular schedule etc.
taking proper permissions.
10:00 pm to 7:00am
Night Cleaning : Daily Cleaning Schedule
Thorough cleaning of all the Premises

 Sweeping,
 Cleaning,
 Mopping,
 Vacuuming of carpets,
 Dusting of work stations,
 Cleaning of PC’s/Telephones (externally)
 Emptying of the dustbins,
 Cleaning of all Cloak Rooms, Pantries, Staircases, and Car Park Slots etc.
 Attending requests / complaints from Client routed through the Help Desk.
Appendix ‘C’: Checklists
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S No Checklist No Description
KF/FMS/HK/01 One Time Site Details
1 KF/FMS/HK/02 Housekeeping Cleaning Specifications
2 KF/FMS/HK/03 Housekeeping Supervisor Daily Checklist
3 KF/FMS/HK/04 Weekly / Monthly Deep Cleaning Checklist
4 KF/FMS/HK/05 Daily Washroom Checklist
5 KF/FMS/HK/06 Daily Cleaning Schedule
6 KF/FMS/HK/07 Daily Chemical Consumption Details
7 KF/FMS/HK/08 Job card
Job Descriptions
Designation Responsibility
Ensure that the site is spic and span as per the committed standards.
Ensure the all safety standards are followed and PPE are used at site during work is going on.
Ensure that the documentation is complete.
Facility Manager
Ensure that all legal compliances are followed.
Take daily site round and coordinate with all stakeholders for training, logistics and meeting all requirement
as per the scope of work.
Ensure that the housekeeping team is working in tandem with their work schedule and responsibilities.
Ensure that the site is ready for use before the office timing and intermediate measures are also implanted
on set frequencies and urgent requirements related to housekeeping are taken care of as well.
HK Supervisor
Keep your reporting manager updated on work schedule being implemented and for any changes that you
do. It is recommended to inform any changes or urgency in advance to the FM.
Maintain checklists and enite documentation that is required at site.
Housekeeping staff Ensure that you stick to your plan and schedule as prescribed by the SK supervisor.
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Follow the code of conduct of Knight Frank.
Maintain your grooming standards and ensure that you do your best every day.
Take part in all training programs (as applicable to you) conducted at site or anywhere (as directed by the
site manager or Trainer from KF).
Use PPEs and take work safety measures while working.
Maintain checklists as applicable.
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SOP Housekeeping (WI 06)

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SOP Housekeeping (WI 06)

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Issue No: 02 Standard Operating Procedure

Issue Date: 01.04.2014 Facilities Management Services

Deviation to the SOP to be approved by National Director - FMS

Ram Devagiri 01/04/2014 Shankar M R 01/04/2014 Initially taken

Corporate / Region / Site

special features, signage and graphics, blinds, wood panelling, glass

2 Essential Requirements: Facility

 Check the inventory of all consumables and place order accordingly.

 Fortnightly service for keeping rodents away from the premises.

Note: All treatment material to be changed after every six month

 All paper waste is removed to the Shredding Room at evening

 Renovation Debris is stored at designated space at the back of the

7 Façade And Glazed Surface Upkeep: HK

 To clean Glass panes, within reachable height

Once Every Sixty Days

1. The glass façade from all four sides of the building

Soft Furnishing Maintenance:

Potted PLANTS inside the premises

Job Schedule: Daily

Job Schedule: Monthly

 Cut and trim the PLANTS

Job Schedule: Bi-Annual

 Add manure to the entire garden.

Job Schedule: Annual

 Change of soil for pots and flowerbeds

 Top up all vending machines at the start of the day.

Maintain inventory of all pantry consumables and track consumption trend.

 On reporting to duty, check urgent work requisition of Night Shift

 Attend to complaints/requests from XXXXX staff within 30minutes of

Window / Cladding Cleaning & Maintenance

Janitorial Cleaning Tasks

Chemicals (Cleaning Agents)

Clean And Disinfect Drinking Fountains

Clean and Disinfect Fixtures (Includes De-Scale Toilets & Urinals)

Clean glass, mirrors, windows, etc.

Clean and Refill Floor Drains

Damp Mop (Non-Carpeted Floors)

Dust Building Surfaces - Low Reach Areas

Dust Building Surfaces - High Reach Areas

Dust Mop Or Sweep Non-Carpeted Floors

Dust Miscellaneous Articles

Empty Garbage & Recyclable Receptacles

Equipment and Machinery

Machine Scrub Floors

Policing For House Keeping

Remove Carpet Stains

Recondition Finished Floors

Set Ups, Furniture

Spot Clean (Building Surfaces)

Strip and Refinish Floors

Vacuum Traffic Lanes

Vacuum Visible Soil

Wet Clean Floors

3 General Rules Personnel Standards and Training Trainer /

1. House Keeper personnel must be capable of performing all duties outlined

3. KF shall maintain all pre-employment records, certification and supporting

a. Orientation to KF policy and procedure;

f. Instruction on individual job responsibilities and duties;

2.KF, House Keeper Executive/Supervisor shall ensure that each janitorial

2. Style and type of uniform shall be approved by Facilities Management

3. KF staff shall wear uniforms whenever on duty at client’s facilities.

4 Knight Frank Staff Code of Conduct Trainer / HK

 No KF staff shall give, sell or otherwise make available any records or