POLICY and PROCEDURE

ROOMS DIVISION
RMS-HSK-001 HOUSEKEEPING Page 1 of 3

Effective/Issue Date:1 June 2006

SUBJECT: Rules and Regulations of House Keeping
Initiated by SLT member: Justin Malcolm General Manager’s Approval:

Title: Director - Rooms Martin B Jones Date: June 2006.

Supersedes Policy No: Issued On:

POLICY: To ensure that associates provide 5* quality standards of service, the following
rules and regulations must be adhered to.

PURPOSE
All associates must clearly understand and practice the rules and regulations of the house keeping
Department, this is for the safety and security of our guest.

PROCEDURES

Do not open a guest room door for anyone unless you know the guest personally.

Do not use the telephone in a guest room for personal reasons.

Do not answer guest room phones at any time.

Do not use guest lifts. Use only the service lift unless there is, a guest request to be attended to
immediately or permission has given by your Team leader.

Do not use the guest bathroom.

Do not eat, drink, or smoke in a guest room.

Do not use guest linen, for cleaning and dusting purposes.

Used ashtrays must be wet in a little water before empting.

Drain all liquids from the IRD trolley, into the sink and all opened liquor down the toilet.

Check for guest’s belonging when stripping beds.

Do not go through guest luggage while cleaning occupied rooms.

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 POLICY and PROCEDURE

ROOMS DIVISION
RMS-HSK-001 HOUSEKEEPING Page 2 of 3

Never use a damp or wet rag when cleaning light bulbs. Always make sure that the light is off when
cleaning them.

Use the drapery pull wand to draw curtains.

Never leave a guest room door open while the room is unattended.

Report any door found open (especially if the room is occupied) to your Team leader.

Do not pull or hold the edge of the door to close it, always use the door handle.

Report any unsafe conditions such as worn carpets, frayed electrical cords, loose or unsafe door
chains or locks, broken equipment and/or furniture so that it may be repaired immediately.

Ensure that the connecting room doors in unoccupied rooms are closed and locked.

Return all room keys left in check out rooms to the housekeeping coordinator.

Use the guest’s name whenever possible, and check the guest in house board regularly to recognize
the in-house and incoming VIPs.

Report any guest who is ill, drunk or noisy.

Report all room(s) with Do Not Disturb signs, double locks, or rooms to your Team leader and/or
theHousekeeping Department by 2:00PM. To be assured of the guest’s well being, the house keeping
office will contact the guest and ask for a time the room can be conveniently made up.

Keep voices low in the guest areas, so as not to disturb the guest; this includes service areas and
back of areas.

Always mark off each room on the assignment sheet as you finish. Record any maintenance and notes
regarding individual rooms. Leave your assignment sheet on your cart till the end of the shift.

Record the time you entered and left the room.

Record the soil linen removed and replaced in the room.

Report any room discrepancies to the Team leader at the House keeping Office so that the correct
room status can be updated.

Report any form of sexual harassment to the Team leader, Housekeeping or security.

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 POLICY and PROCEDURE

ROOMS DIVISION
RMS-HSK-001 HOUSEKEEPING Page 3 of 3

Observe daily punctual attendance. If unable to report for duty, inform the Housekeeping Office
immediately. Absences should be called in within 24 hours. If after 48 hours there is no call in, you
will have self terminated your employment.

Report any Lost and Found, found in the room to the Service Express and hand over the item to
Housekeeping for logging and safe keeping. If there are any items that the guest has thrown away,
which you would like to have, please surrender the item and it will be logged on a Material Exit pass
first, before it will be released.

Always respond to paging and attend to guest requests promptly.

Whenever in doubt, always ask the Assistant Housekeeper for help.

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