Manual - RD Operational Manual Book V3 070219

OPERATIONAL
MANUAL 2019
1
Table of Contents
CEO MESSAGE 4
INTRODUCTION 5
RECOMMENDATIONS 9
EXPECTED BEHAVIORS FOR ALL OPERATIONAL EMPLOYEES 9
MANNING GUIDELINES 9
AMENITIES AND FACILITITIES RECOMMENDATION 10
BUSINESS CONDUCT GUIDE 11
OPERATIONAL STANDARD OPERATING PROCEDURES 12
GENERAL STANDARD OPERATING PROCEDURES 12
OPERATIONAL GROOMING AND PERSONAL HYGIENE 13
HOW TO PICK UP THE TELEPHONE 15
HOW TO GREET THE GUEST 17
CREATING GUEST EXPERIENCE 19
HOW TO HANDLE GUEST REQUEST OR QUESTIONS 21
HOW TO HANDLE GUEST COMPLAINTS 23
ENTERING THE GUESTROOM 26
HYGIENE AND SANITATION 28
LOST & FOUND 30
FIRE EVACUATION 32
PEST CONTROL 34
FIRST AID 37
HOUSEKEEPING STANDARD OPERATING PROCEDURES 39
HOW TO CLEAN THE GUESTROOM 40
HOW TO CLEAN THE BATHROOM 44
HOW TO INSPECT GUESTROOM FOR EXPECTED ARRIVAL 48
HOW TO INSPECT GUESTROOM FOR STAYOVER 52
DO NOT DISTURB (DND) ROOMS 54
CLEANLINESS IN PUBLIC AREA 56
COLLECTION, CLEANING AND ISSUING OF LINEN 57
MAINTENANCE STANDARD OPERATING PROCEDURES 58
PREVENTIVE MAINTENANCE 59
CHILLER & FREEZER MAINTENANCE AND STORAGE 61
CLEANING PROCEDURES 63
MAINTENANCE REPORT IN GUESTROOM 64
BUILDING WALKTHROUGH 67
FLOOD 68
SAMPLE GUESTROOM MAINTENANCE WEEKLY CHECKLIST FOR ALL ROOMS 69
FRONT OFFICE STANDARD OPERATING PROCEDURES 70
PREPARATION FOR ARRIVAL 71
GUEST REGISTRATION AND CHECK IN 73
CHECK OUT 76
LATE CHECK OUT 79
NO SHOW 81
DUPLICATE KEYS 82
OPERATIONAL TRAINING PROGRAM 83
2
Confidential and Proprietary Information of RedDoorz. RD Operational Manual Book V3 070219
NOTES 84
3
CEO MESSAGE
Dear Partner,
Thank you for joining the RedDoorz family. It is with great pleasure that I welcome you as part
of South-East Asia’s fastest growing hotel chain.
At RedDoorz, we take great pride in our commitment to our customers – to provide a high
quality stay at a reasonable price, every time.
To encourage our customers to return and stay with us time and again, we need to provide
them with an unforgettable, amazing experience with each stay. Without your support, it
would be impossible to fulfil this commitment consistently.
This document – the RedDoorz Operational Manual – is based on the best practices in
managing hotel properties. This manual contains systems and standard operating procedures
(SOP) that will ensure safety, reliability and efficiency in day-to-day operations, and enable
you to provide a consistent stay experience to our guests. I urge you to learn these processes
and adhere to them in every department, to achieve greater success as a RedDoorz property.
As part of the RedDoorz brand network, this can help you increase your property ratings and
profitability, while we manage distribution, pricing, sales & marketing, customer support and
technology for you.
Once again, on behalf of RedDoorz, I personally thank you for being such an amazing partner
to do business with. We thank you for your support and look forward to working together for
an even brighter future.
Yours sincerely,
Amit Saberwal
Founder & CEO
4
INTRODUCTION
WHO WE ARE
RedDoorz is South-East Asia’s fastest growing value hotel

chain. With over 500 properties across Indonesia,
Philippines, Vietnam and Singapore, we are committed
to serving a quality stay experience for our customers
throughout our regional network.
Our Vision
A RedDoorz hotel on every relevant street
corner in the world!
What We Do
RedDoorz is an ecosystem of travelers and stay partners. As part of the RedDoorz brand
network, property owners are able to increase their business as we handle:
Operational Room Marketing Customer Technology

Distribution Pricing Sales Service
5
Our Journey
The People
Amit Saberwal
Founder and CEO
(Chief Executive Officer)
Amit served as Chief Business Officer for Make My Trip and as Sales and Marketing Head
of The Park Hotels in his previous avatars. After a 20 year career in hospitality and travel
tech, he founded RedDoorz, to help both value-seeking travelers and budget hotel owners
across South East Asia. If you run into him at his favorite Thai food joint, he can be heard
narrating his experiences from his latest scuba diving trip.
6
Kunwar Asheesh Saxena
Co-Founder and CTO
(Chief Technology Officer)
Asheesh is the man behind the strong foundation of technology that powers RedDoorz,
with his characteristic perfectionism and his extensive experience of delivering travel
technology to some of the leading players; Make My Trip, Lastminute.com, Zuji and British
Midland. When he is not busy giving instructions to the development team or testing a
new product, you might find him mastering his tee-off on a beachside golf course.
Rishabh Singhi
COO
(Chief Operating Officer)
Rishabh is passionate about solving real world problems with technology or with his gray
matter. In his previous role, he simplified job search at Careerbuilder – now, he strives to
create an ecosystem of Branded Budget Accommodation across South East Asia. When he
is not negotiating or explaining new processes to his team, you might find him playing a
prank on his colleagues or off to his favorite travel destination, Amsterdam!
7
Marshall Silver
CCO
(Chief Commercial Officer)
Marshall was previously in Silicon Valley with Apple’s strategic deals group, enabling
technology partnerships to enhance Apple’s product pipeline. He started his career in
New York as a corporate lawyer at Willkie Farr & Gallagher and subsequently worked as
an investment analyst at a hedge fund. These experiences have given him insight into
strategic thinking for early stage companies. He has a J.D. from Harvard University and a
B.S. in Chemical Engineering from the University of Texas at Austin. In his free time he
enjoys playing tennis and swimming. While traveling, he and his wife enjoy exploring
nature’s extremes and camping in rustic conditions.
Adil Ali Mubarak

VP Operations
(Vice President)
Adil builds quality and operational excellence across the myriad RedDoorz properties. His
vast expertise at some of Singapore’s most exclusive properties – Marina Bay Sands, Pan
Pacific Group, Intercontinental Hotels Group, and his classic, soft-spoken leadership guide
his team and our partners to innovative property management solutions. He loves to
travel and snorkel off the beaches of Australia.
8
RECOMMENDATIONS
EXPECTED BEHAVIORS FOR ALL

OPERATIONAL EMPLOYEES
Staffs always address guests with a smile
and pleasant eye contact, maintaining an
appropriate behavior, body posture and
respecting the right social etiquette at all
times, i.e,
 Keep hands out of pockets  Let guests initiate handshakes if they wish to
 Do not stand with hands on the hips or with do so
folded arms  Do not stand too close to the guests
 Do not lean against a counter or wall  Refrain from making any noise around the
 Do not shuffle from one foot to the other resort premises (e.g., room corridors)
when standing  Do not engage in personal chat or revert
 Do not have a slouching posture into a local language, when guests are
 Always stand to greet guests present.
 Do not address guests by their first name  Mobile phones are on silent mode and not used
in any public area.
MANNING GUIDELINES
●
Minimum 4 Staffs. 1 to cover each 8 hour shift and to

cover day off.
Front Office:
In smaller operations, 2 staffs can cover 12 hour shift
while the PIC cover the day off
Maintenance Minimum 1 staff.
Minimum 2 staffs for every:

Housekeeping 30 Rooms of 8sqm to 13sqm
20 Rooms of 13sqm to 18 sqm
10 Rooms of 18sqm and above
9
AMENITIES AND FACILITITIES RECOMMENDATION
RedDoorz RedDoorz Plus RedDooz Premium
Reddoorz Runner Yes Yes Yes

Reddoorz Red Pillow Yes Yes Yes
Reddoorz Branding
Yes Yes Yes
Tent Card
Reddoorz Welcome
Yes Yes Yes
Mat
Reddoorz Certificate
of Partnership at Yes Yes Yes
Reception
Wifi Speed Mininum 25mb 30mb 30mb
White, Min 100% White, Min 100% White, Min 100%
LINEN
Cotton 150 T Cotton 180 T Cotton 200 T
Weight of towel – 8 Weight of Towel-10 Weight of Towel-12
pounds pounds pounds
TOWEL
White combed White combed White combed
cotton cotton cotton
Bathmats Yes - White Color Yes - White Color Yes - White Color
MATTRESS King Koil Mattress and box
MATTRESS
Yes Yes Yes
PROTECTOR
PILLOW 2pcs for Queen Bed 4pcs for Queen Bed 4pcs for Queen Bed
SCENTS Natural scents using diffuser
Warm White 3000 K
LIGHTING
Fire Extinguisher must be in place in every 10 rooms or

PORTABLE FIRE
floor/section (depending on how many rooms in floor or sections
EXTINGUISHERS
or the distance within the sections)
TISSUE BOX & Yes Yes
NR
TOILET PAPER Standards 3-ply/ ultra soft
TELEVISION Minimum 26' Minimum 29' Minimum 32'
Minimum 8 Minimum 10 Minimum 12
TV CHANNELS
channels channels channels
Yes Minimum 4 Yes Minimum 4
HANGERS Yes Minimum 6 pcs
piece piece
10
BUSINESS CONDUCT GUIDE
All RedDoorz properties must adhere to high ethical and uncompromising legal standards,
which forbidding:
 Bribery and corruption

 Fraud
 Political contributions and activities
 Unfair competition and antitrust
 Criminal activities
 Firearms or weapons
 Drugs
 Information leakage
11
OPERATIONAL STANDARD OPERATING PROCEDURES
GENERAL STANDARD
OPERATING PROCEDURES
SOP Index Topic
SOP-OPS-GEN-001 OPERATIONAL GROOMING AND PERSONAL HYGIENE
SOP-OPS-GEN-002 HOW TO PICK UP THE TELEPHONE
SOP-OPS-GEN-003 HOW TO GREET THE GUEST
SOP-OPS-GEN-004 CREATING GUEST EXPERIENCE
SOP-OPS-GEN-005 HOW TO HANDLE GUEST REQUEST OR QUESTIONS
SOP-OPS-GEN-006 HOW TO HANDLE GUEST COMPLAINTS
SOP-OPS-GEN-007 ENTERING THE GUESTROOM
SOP-OPS-GEN-008 HYGIENE AND SANITATION
SOP-OPS-GEN-009 LOST AND FOUND
SOP-OPS-GEN-010 FIRE EVACUATION
SOP-OPS-GEN-011 PEST CONTROL
SOP-OPS-GEN-012 FIRST AID
12
/01
STANDARD OPERATING PROCEDURE
OPERATIONAL – GENERAL
OPERATIONAL GROOMING AND PERSONAL HYGIENE
APPLICABLE FOR: CREATED ON: REF #: SOP-OPS-GEN-001
RedDoorz, RedDoorz Plus, 31 December 2018
RedDoorz Premium
VERSION: A REVISED ON: (Date) # PAGE: 2
Step Detailed Instruction

Objective The aim of this procedure is to ensure that all staffs who are on
duty are well groomed and presented in the most professional
manner at all times.
1. Uniform/ Attire ● Staffs are neatly groomed at all times, ensuring that attire is
in good condition (no rips, tears, stains, hanging threads,
missing buttons), clean and well pressed
● Pockets are flat (no visible overstuffing)
● Shoes are clean, well-polished and in good condition
● Socks match uniform trousers, and are in good condition (no
visible holes and stains)
● Keys are not visible.
2. Personal ● Shower or bathe daily
Hygiene
● Wash or shampoo hair everyday
● Use antiperspirants and/ or deodorant
● Brush teeth, especially after eating heavily flavoured foods

e.g. with garlic
● Maintain short, clean and polish- free fingernails (no artificial

nails)
● Keep uniforms clean at work and change daily
● Do not wear any jewellery, bangles, earrings, watches etc.

while at work
13
● Keep your hair clean and tied back for women; short and
close cut for men. Shave daily if needed, no stubble or facial
hair permitted
● Use a bandage on any cut, abrasion or burn that has broken

the skin and cover bandages on hands with gloves and finger
cots as appropriate
● Use plenty of soap and hot water to wash hands frequently
CREATED BY: REVIEWED AND APPROVED BY:
Meutia Irataliana Adil Ali Mubarak

QUALITY MANAGER VP, OPERATIONS
14
/02
HOW TO PICK UP THE TELEPHONE
RedDoorz, RedDoorz Plus, 3 January 2019
RedDoorz Premium
1. Pickup Call Within 3 rings or 10 seconds with the appropriate standard greeting.
Internal Call External Call

Greeting “Good Greeting “Good
Morning/Evening/Afternoon, Morning/Evening/Afternoon, This
(Dept name). This is (Staff is (property name), How may help
2. Answer call name). How may I help you?” you?”
e.g. “Good Morning,Reception, e.g. “Good Morning, This is Red

this is X, how may I help you Doorz. How may I help you?”
Mr. Smith?”
If the caller is put on hold, ask permission to do so, guest should not
be on hold for more then 30 seconds/ if longer time is required,
3. Placing On Hold offer a call back option. Always apologize for keeping the caller
waiting.
● Calls must never be transferred to a guest room without
verifying the guest name.
4. Transferring Call “May I have the name of the guest you wish to speak to?”
● Callers should always be advised of the transfer
“Allow me to connect the call to ____ Thank you.”
● Further assistance is offered “May I be of any further assistance
5. Offer Further Mr/Mrs (guest name)?”
Assistance ● Wish a pleasant day, “Wish you a pleasant afternoon”
6. Thank caller Thank the caller for calling.
15

16
/03
HOW TO GREET THE GUEST
RedDoorz Premium
This procedure explains how a staff greets a guest at the hotel

Objective
during check-in, walk-in and check-out.
1. Acknowledge ● Be proactive and attentive to guests in the lobby.

Guest ● Smile, make eye contact.
● When a guest approaches the desk, always try and greet the
guest before the guest greets you in local language.
● Use appropriate greeting depending on time of day.
Receptionist introduces him/her self. Use guest’s name if
possible or ask for identification.
a. 00:00 – 11:59  “Good Morning” or Selamat Pagi
b. 12:00 – 16:59  “Good Afternoon” or Selamat
Siang
c. 17:00 – 23:59  “Good Evening” or Selamat Malam
Check-in:
2. Greet Guest “Welcome to Red Doorz My name is (staff’s name). May I ask for
your name to find your reservation, Sir?”
“How has your day been so far? I hope you had a comfortable
journey.”
Walk-in:
“Good Morning/afternoon/evening, Sir/Madam. How may I assist
you?”
Check-out:
“Good Morning/afternoon/evening, Sir/Madam. I see you will be
leaving us today”
17
● Guest shall not wait longer than 30 seconds to be assisted and
if there is a queue, assistance should be provided within 1
minute of joining it.
3. Maintain ● Complete check-in & check-out process should maximum last 5
Standards minutes.
● Do not shake hands unless guest offers to.
● Be perfectly groomed, follow procedure “Operational
Grooming”.

18
/04
CREATING GUEST EXPERIENCE
RedDoorz Premium

Staffs should create a memorable personalized experience when
possible.
Objective
Guest experience is by utilizing our five-senses to enhance the
memory of guests staying in RedDoorz
The overall scents of the Lobby/Reception area and public area
should be present but not excessive. Recommended Scents are
given in the recommendation page of the Operational Manual.
1. Smells
All scents should not be seen in the eyes of the guests and should
not blow directly to the guests. It should be placed in a discreet
place.
All visual of the hotel must be approved by the Marketing
2. Visual Department of RedDoorz and must comply with the brand
standards of RedDoorz
Music for Lobby and Public Area should be put at a mid-low
volume. The music should be present but not too loud.
3. Sound
Genre of the music should be easy listening or traditional local
music (gamelan, degung, etc). Avoid loud type of music, i.e.
dangdut, rock, alternatives, etc.
Should the property offer any kind of Foo& Beverage, the taste of
4. Taste the food and beverages should be of quality and according the
standard recipe
Everything that guests touch MUST be cleaned and comfortable
5. Touch to be used by guest. Towel and linen should be durable and
comfortable to be used by guests.
On guest special occasions such as:
6. Special Occasions
a) Birthdays
19
b) Anniversary
c) Honeymoon
Staff on property acknowledge the occasions and greet the guest
accordingly, i.e. “Happy Birthday Mr John”. It is recommended to
create special amenities for the guest, i.e. greeting card, special
towel fold, etc
Property Manager / Property Executive make a personal call
during the guest’s stay to ensure guest’s comfort. Should any
issue found during the call, PM or PE will coordinate with on staff
property or the rest of the departments

20
/05
HOW TO HANDLE GUEST REQUEST OR QUESTIONS
RedDoorz Premium

Objectives Ensure that all guest requests are dealt promptly in the most
professional manner.
Guest usually may request for a service through:

1. Request ● The Reception
channels ● The HK Room Attendant
● All guests’ requests from room are directed to the
Housekeeping Coordinator who in turn Co-ordinates with the
Housekeeping Attendants.
● Upon guests’ approach, staff warmly acknowledges and greet
guests, by name if known, with a smile and pleasant eye
contact;
● Staff listens carefully and attentively to guest’s request,
keeping eye contact and acknowledging guest’s request with
a frequent nod as appropriate and noting down any relevant
details.
2. Request
● Staff does not interrupt guest during the conversation.
handled/directs
● Staff does not direct guests elsewhere and takes ownership
of the guests’ request, assuring guests that their request will
be promptly dealt with.
● Staff immediately informs department/management
concerned about guest’s request, for immediate action.
● Staff follows up with the person/department handling the
request to ensure that the guest’s request has been attended
in a timely and effective way.
● Staff seeks contact with guest as appropriate and in a timely
way, to enquire if the guest’s request has been attended
satisfactorily.
21
● Staff acknowledges guest’s reply.
● In case guest is requesting common information, staff
provides complete and thorough information without heavy
prompting.
● In case guest’s requested info is not immediately available,
Staff offers to obtain info for guest.
● Staff seeks assistance from department concerned and either
comes back personally to guest, or ensures that department
concerned reverts back to guest with the info requested.
● Any written information given to guests is legible,
professional and on good quality paper.
● All housekeeping supplies requested by guests must be
provided within 15 minutes
● All guest requests must be logged in the system and inform
the housekeeping runner to complete the task within the
3. Process of assigned time frame.
delivering ● The housekeeping runner will deliver the guest request item
request immediately to the room and inform the housekeeping
coordinator that the task is completed.
● Request must not be marked as done before the actual task is
complete.

22
/06
HOW TO HANDLE GUEST COMPLAINTS
RedDoorz Premium

Explain how a staff deals efficiently with a guest’s complaint and
Objective
demonstrates how to behave towards the dissatisfied guest.
● Show empathy when the guest is speaking.
● Never interrupt a guest when speaking and keep an eye
contact.
● Show a personal interest in the problem by slightly nodding
1. Listen very your head and ensure that you have understood why he/she
carefully. is displeased, or with what aspect of services he is unhappy
with.
● Ensure that all points are noted down with the relevant
description and details.
● Be prompt to solve the issue.

● Stay calm, never argue with the guest or get third party
involved.
2. Apologize to the
● Use guest’s name.
guest for the
“Mr/Mrs (Guest Name), please accept our apologies for this
problem
unfortunate event. I will do our best to offer you a suitable
encountered.
solution.”
OR
“I deeply regret that this has happened to you. Please accept
my apologies”
● Other guests must not be disturbed by other complaints.

● Give the guest your undivided attention. Concentrate on the
3. Isolate the guest
problem, not on placing blame. Do not insult the guest.
if possible.
“May I ask you please to follow me to a quieter area in order
to solve your issue efficiently, Sir?”
23
4. Take ownership ● Apologize profusely for them feeling this way. Give them your
of the problem name, title, business card. Guest feel that someone is taking
responsibility for resolving their complaint by having a more
personal attention.
● Tell the guest what the best can be done. Offer choices if
possible.
● Do not promise the impossible and do not exceed your
authority.
● If you cannot solve the issue, report it to the duty manager.
● Never admit any liability of the hotel.
5. Try to offer a
● Never blame other staffs or other departments and ensure
solution
proper follow up.
immediately if
“Mr/Mrs (Guest Name), would you please give me a couple of
you can.
minutes. I will get our PIC to you soon.”
OR
“Thank you for bringing it to our attention”
“We are once again extremely sorry for the inconveniences
caused”. Please allow me ____ minutes to get back with a
resolution. I assure you, we will do everything possible to
resolve this matter”
6. Handover to ● Before the PIC meets the guest, inform PIC of the guest
Manager contact details if known.
● Set an approximate time for completion of corrective actions.
7. Corrective ● Be specific, but do not underestimate the amount of time
Actions needed.
8. Update ● Once the PIC offered a solution, update complaint details and
complaint solution offered in the system for future reference.
details.
● Follow up even if the complaint was resolved by someone
else.
● Contact the guest to ensure that the solution offered was
satisfactory.
9. Monitor the ● Enquire overall guest’s satisfaction.
progress of the ● Never accuse the guest of complaining or mention the word
corrective action. “complaint”.
“Mr/Mrs (Guest Name), I am calling you regarding the
discussion we had this morning. May I ask you if the solution
offered met your expectations?”
“I am glad to hear that, accept one more time our apologies
Mr/Mrs (Guest Name).”
Materials and Equipment

● Notepad
● Hotel pen
24

25
/07
ENTERING THE GUESTROOM
RedDoorz Premium

Ensuring that any staffs that enters a guest room shows respect
Objective
for the guest’s privacy.
1. Check Room Check the room status before Ring the door bell or knock on the
status door
● Check for the Do Not Disturb sign. Do not knock if the DND
sign is on
● Announce presence. Ring the bell or Knock on the door and
say “This is Housekeeping/Reception/Maintenance”. (3-time
2. Enter in guest
ring or knocks are required.)
room
● If you knock, always use your finger to knock on the door
● Wait a second time for a response and if you still do not
receive an answer, open the door slightly and repeat “This is
Housekeeping/Reception/Maintenance”.
● If the guest is asleep or in the bathroom, leave quietly

● If the guest is awake but dressing, greet with salutation of the
3. While inside in
day, excuse yourself, leave and close the door.
room
● If the guest answers your knock, greet the guest with
salutation of the day and ask when you may clean the room.
26
● If the room is unoccupied, hang the Service sign on the
external knob of the door and leave the door closed.
● If guest returns while you are cleaning, greet guest with
salutation of the day and offer to finish later.
● At 12h00 (noon) the Housekeeping Attendants slides the

‘Please Call Your Housekeeping’ card under the door.
4. DO NOT
● If the guest does not revert back after 14h30, HK
DISTURB (DND)
coordinator/Team Leader calls in the room to enquire for any
or (DL)– Guest
particular time for the room to be serviced.
in-room
● If the guest does not wish the room to be serviced, the
Housekeeping Attendants then offers fresh towels.
Definition of Terms
DND: Do Not Disturb
DL: Double Lock

27
/08
HYGIENE AND SANITATION
RedDoorz Premium

All amenities and facilities for the guests MUST be hygienic and
Objective sanitize. This is crucial to ensure the safety and health of our
guests and fellow employees
Follow the guest room cleaning SOP under Housekeeping section
and ensure all Housekeeping attendant are being trained and re-
1. Guest Room trained on annual basis
Special attention on Linen and towel cleanliness, all glassware and
cutleries (if provided), and the presence of any bugs or pest
Follow the Public Area cleaning SOP under Housekeeping section
and ensure all Housekeeping attendant are being trained and re-
2. Public Area trained on annual basis
Special attention to the presence of any bugs or pest, stair’s
handrail, elevator’s buttons, and plants (if provided)
Use the industry proved chemical usage to clean and sanitize. Do
not mixed chemicals. Do not place chemical in an unlabeled
3. Chemical usage
container. Use the appropriate chemical for the type of material
used. Follow the chemical’s MSDS (Material Safety Data Sheet)
● Before going on duty/ ccommencing work
● Before handling food
● After a break time which could include personal duties, i.e.

4. Washing Hands smoking, eating, drinking, sneezing, coughing or using the
toilet
● After using chemicals
● After handling raw foods or unwashed fruit or vegetables
28
● After touching anything that can be a source of
contamination, e.g. telephone, money, soiled linen, raw food,
meat, eggs, fresh produce
● After handling waste
● After eating or drinking
● Touching parts of the body especially eyes, nose, mouth
● Using tissue or handkerchief
● After cleaning duties such as cleaning tables
● After touching unclean items like money, soiled dishes, linen,

chemicals, detergent
● Before putting on disposable gloves and after discarding them
● Use an anti-bacterial soap and warm running water

● Rub your hands vigorously for approximately 15-20 seconds
● Wash all surfaces including the back of your hands, wrists,
between your fingers and under your fingernails Use nail
brush around and under finger nails (nail brush is optional).
● Rinse well under the warm running water
● Dry hands completely using the disposable paper towels
5. Hand Washing
provided
Procedures
● Turn the water taps off using a clean single use paper towel
and ideally open door knobs using a paper towel instead of
using bare hands
● All food premises (if available) must have hand washing
facilities that are located where they can be easily accessed
by food handlers at all times and within areas where food
handlers work if their hands are likely to be a source of
contamination of food

29
/09
LOST & FOUND
RedDoorz Premium
1. Identify Item ● Identify type of item

● Identify item as lost and found
● Do not touch any suspicious packages or luggage.
2. Notify PIC
● Contact PIC immediately.
● Follow instruction from PIC as specified.
3. Handover Lost & ● Tag the item stating who, when and where item was found
Found Item filling up the lost and found record slip.
● Handover to PIC
4. Receive PIC depending on item will decide if item should remain in present
Instruction location for the next 30 minutes’ maximum.
5. Keep for Endorse the item to PIC for safekeeping along with the lost &
safekeeping found slip.

30
Lost and Found Form
FOUND ARTICLES
Date: Serial No.
Article:
Where Found: Date: Time: AM/PM
Finder’s name:
Department: Clock No.
Signed:
31
/10
FIRE EVACUATION
RedDoorz Premium
Overview An evacuation is a clear progressive plan for hotel occupants to

follow during emergency to reach a safe place in a timely manner.
The purpose of this procedure is to respond to an Evacuation
Objectives alarm message, assess and take the right decision to keep our
guests, colleagues and people in the hotel safe with no loss of life
or serious injury in the event of an emergency.
Responsibilities ● The PIC/ Hotel Manager/ General Manager is responsible for

the implementation of evacuation
Scope ● The procedure applies to all hotel staffs, guests, contractors

and visitors on the premises at the time of the evacuation.
Action to be taken by all staffs in the event of an
emergency depending on the level and significance of the
emergency assessed by the investigation team, evacuation can
take place according to the below scenarios.
● Partial Evacuation: a localized area or floor where evacuation
takes place in order to clear the area from occupants to the
assembly point, and to isolate the risk for further action from
1. Emergency the PIC/Hotel Manager/General Manager
Description
● Full Evacuation: a complete evacuation for the whole
building, including guests and colleagues to the assembly
point for further action from PIC/Hotel Manager/General
Manager.
This shall be achieved by having a proper response to an
evacuation alarm message within +/- 3 minutes after an alarm
signal is activated, to evacuate the building
32
Should there is no alarm in the property, please ensure action is
taken immediately to investigate and evacuate as necessary.
Emergency Officer (General Manager / Hotel Manager/ PIC)
● Once fire has been identified, communicate with related area
fire wardens on the status and progress of the evacuation.
2. Response & ● Communicate with RedDoorz Property Manager/ Property
Communication - Executive/ 24hour Customer Service and local authorities if
Partial necessary to inform and update on the evacuation process.
Evacuation ● Assess and decide if the area is safe to be occupied and “All
Clear” message to be communicated to fire wardens.
● Submit the post assessment report to the corporate office
Affected Evacuated Areas
● Once fire wardens has arrived in the property, PIC shall direct
the wardens in order to isolate the area and control the risk.
● Direct the wardens to evacuate the affected area.
● Communicate with other concerned Fire Wardens for action.
● Identify location and assist disabled guests during evacuation.
● Follow the evacuation instructions and ensure staffs are
3. Intervention properly adhering to these instructions.
team ● Roll call at the assembly point for evacuated staffs from the
dedicated areas.
● Assess if the evacuated area is safe to be occupied and “All
Clear” message will be announced for colleagues to return to
their respective areas.
● Ensure that the area is isolated with proper signage.
● Post-emergency assessment to be filled and submitted to
Emergency Officer for review and action.

33
/11
PEST CONTROL
RedDoorz Premium

Pests, including insects, rodents, mammals and birds, must be
excluded from any properties as they are a significant potential
source of microbiological and physical hazards.
Rodents are known carriers of Salmonella and many birds carry

Campylobacter, both of which are common causes of food
poisoning. Pests can cause damage and financial loss through
Overview consumption of stock as well as damaging building fabric; for
example, cases of fire have been attributed to rodents gnawing
through electrical wires.
Pest problems may also be an indication of poor standards of

hygiene in general. Lack of effective pest control procedures can
lead to loss of business, product failure and fear from staff
members working at the site.
Deny access to pests by:
● Only using reputable suppliers for all deliveries
● Check all deliveries before they enter the property
● Refuse shipments that have signs of pest infestation, such as
gnaw marks on cardboard containers
● Keep all exterior openings closed tightly
1. Prevention ● Check doors for proper fit as part of the regular cleaning
schedule
● Report any signs of pests to the responsible PIC/Hotel
Manager/ General Manager
● Report any openings, cracks, broken seals, or other
opportunities for pest infestation to the PIC/Hotel
Manager/General Manager
34
● Dispose of garbage quickly and correctly. Keep garbage
containers clean, in good condition, and tightly covered in all
areas (indoor and outdoor). Clean up spills around garbage
containers immediately. Wash, rinse, and sanitise containers
regularly.
● Store recyclables in clean, pest-proof containers away from
the building.
● Place food and supplies after delivery as quickly as possible
into storage.
● Keep all food and supplies at least 100 cm. off the floor and
50 cm. away from walls.
● Refrigerate foods such as powdered milk, cocoa, and nuts
after opening. These foods attract insects, but most insects
become inactive at temperatures below 5º Celsius.
● Place other opened packages of cereals and grains in storage
containers with tight fitting lids
● Use FIFO (First In First Out) inventory rotation, so pests do not
have time to settle into these products and breed.
● Clean the facility thoroughly and regularly. Careful cleaning
eliminates the food supply, destroys insect eggs, and reduces
the number of places pests can safely take shelter.
● Use industry proof pesticides
● Use the appropriate chemical for the type of pest
● For larger animal, please do not use any chemicals, relocate
the animals instead. Considered to work together with a pest
control company to remove the animals from the property
should the problem re-occur on regular basis
If any over the counter pesticides are stored on-site, follow these
2. Pesticides guidelines:
● At all times keep pesticides in their original containers
● At all times store pesticides in locked cabinets away from
food-storage and food preparation areas
● Store aerosol or pressurized spray cans in a cool place
(Exposure to temperatures higher than 45º Celsius could
cause them to explode)
● Always check local regulations before disposing of pesticides
as many are considered hazardous waste
● At all times dispose of empty containers according to
manufacturers’ directions and local regulations
3. Monthly Deep It is important for the property to do scheduled monthly deep
Cleaning cleaning to cover all areas (guest rooms and public area) within
stages.
4. Monthly Fogging Considered to work together with a pest control company to do
and Pest Control fogging and pest control check to anticipate the presence of pests
Check or rodents.
35
● Supervise daily cleaning routines
● Monitor completion of all cleaning tasks daily against the
master cleaning schedule
● Review and change the master schedule every time there is a
5. Supervise change in menu, procedures, or equipment
Cleaning ● Request Staffs input in the cleaning program during Staffs
meetings
● Conduct routine inspections
● Take necessary steps to controlling and/or eliminating pests
● Follow-up Colleagues’ reporting as necessary

36
/12
FIRST AID
RedDoorz Premium

First Aid serves the immediate assistance to a person suffering
form a sudden illness attack or an injury. It is the initial
Overview intervention given to a person before taking him/her to the
hospital or before professional medical help is available.
It is required that all hotel staffs’ front liners are First Aid
Certified.
● Soothe and clean the wound with cool water. Then remove
any pebbles or splinters with alcohol-sterilised tweezers.
Gently wash around the wound with soap and a washcloth.
Do not use irritating soap, iodine, alcohol, or hydrogen
peroxide --clean water should be all you need.
● Antibiotic creams and ointments not only keep wounds moist

but they can reduce the risks of infection. If you do use an
antibiotic, apply a thin layer on the wound. Certain antibiotic
ingredients can trigger a rash in some people. If you get a
1. Open Wound rash, stop using that ointment.
● Always cover your scrape or wound hygienically with a

bandage. An uncovered scab or scrape is at risk of reopening
or infection. When in doubt, cover it up with an adhesive
bandage to keep out the bacteria, change the bandage daily.
● If you feel like the wound is itchy, blistery, or burning under

your bandage, you may have an allergy to the adhesive used
in some bandages. For sensitive skin, try switching to sterile
gauze and paper tape, or an adhesive-free dressing.
37
● Almost as soon as you get a cut or scrape, your body begins
healing the injury. White blood cells attack infection-causing
bacteria. Platelets, red blood cells, and fibrin create a jelly-like
clot over the wound and soon a protective scab form. If your
wound gets itchy, be gentle -- you want that scab to stay
where it is.
● Most of us have had a small burn or two. To treat one, cool
the area right away with a cold cloth or cool water to keep
the skin from holding the heat and continuing to burn.
2. Burnt
Afterward, wash the burn with soap and water and dress it
lightly. Leave any blisters that form alone -- they help to
protect the skin as it heals.
Last but not least, you or your staff should go and see a Doctor
about a wound that ...
● won't stop
bleeding after 5-
10 minutes of
pressure
● is deeper or longer
than a half-inch
3. Seek Medical
● is near the eye
Assistance
● is gaping or ragged
● was caused by
something dirty or
rusty
● has dirt or gravel stuck in it
● is very painful
● shows signs of infection or was caused by an animal or human
bite

38
HOUSEKEEPING STANDARD OPERATING PROCEDURES
Index Topic
SOP-OPS-HK-001 HOW TO CLEAN GUESTROOM
SOP-OPS-HK-002 HOW TO CLEAN BATHROOM
SOP-OPS-HK-003 HOW TO INSPECT GUESTROOM FOR EXPECTED ARRIVAL
SOP-OPS-HK-004 HOW TO INSPECT GUESTROOM FOR STAYOVER
SOP-OPS-HK-005 DND ROOMS
FORM ROOM AUDIT FORM
SOP-OPS-HK-006 CLEANLINESS IN PUBLIC AREA
SOP-OPS-HK-007 COLLECTION, CLEANING AND ISSUING OF LINEN
39
/13
OPERATIONAL – HOUSEKEEPING –
HOW TO CLEAN THE GUESTROOM
APPLICABLE FOR: CREATED ON: REF #: SOP-OPS-HK-001
RedDoorz Premium
VERSION: A REVISED ON: (Date) # PAGE:5

Objective This instruction applies to all Housekeeping team involved in the
process of cleaning a guest room.
1. Entrance ● Always work clock-wise or anti-clockwise around the room
● Clean external and internal surfaces of the entrance door.
● Not use guest room linen as a door stopper or for cleaning
and dusting the room.
● Keep the guest room closed open while working.
● Open the curtains.
● Assemble the furniture and place appropriately.
● Keep the vacuum cleaner and other cleaning apparatus in the
room.
● Check the type of bed.
● Take the bed linen of appropriate size and place it on the
nearest chair.
● Remove previous bedspread and place on the chair.
● Inspect the bed and pillows for their condition as well as for
any lost-and-found.
● In case of checkout room, deposit the left guest items to the
floor supervisor.
● If the room is still occupied by the guest, place the item such
that it is safe as well as visible to the guest.
● Put soiled sheets and pillow covers in the soiled linen cart of
the trolley.
● Empty rubbish from the guest room and bathroom dustbins
into the trash cart of the trolley.
● Pick up used glasses, mugs, trays, and place them on
bathroom platform.
40
2. Cleaning the ● Spray the bathtub, basin, glasses, mugs, and trays with
Room cleaning liquid.
● Let them soak the chemicals from the liquid.
● Make the bed.
● Start dusting from an extreme inside corner of the room and
work outwards.
● Clean wipe TV.
● Straighten the guest items.
● Sweep the room and balcony floor.
● Mop the room and balcony floor.
● Clean the glasses, mugs, and tray.
● Sanitize glasses, mugs, telephone device, and TV remote.
● Inspect the condition of bathroom slippers
● Replace if soiled.
● Close the balcony door.
● Clean Window and frames, close panels and close all the
curtains.
● Clean the entrance door.
● Close and lock the room door.
● Report any damage spotted to the supervisor.
3. Minibar/TV ● Dust the minibar cabinet, the inside surfaces of the minibar
cabinet area cabinet and behind the cabinet.
● Dust on the marble top and the brochure rack.
● Dust the writing desk and the stool.
● Wipe and dust the telephone and table lamp on the writing
desk.
● Wipe the TV cabinet from top to bottom and the inside and
outside surfaces of the cabinet as well as behind the TV.
● Clean the cables behind the TV cabinet.
4. Window ● Dust the frames and sliding door inside surfaces
frames/glasses ● Check the balcony plants’ condition and inform the gardener
if it needs attention.
5. Head ● Dust the painting and the picture frame
board/bedside ● Dust the sofa and rearrange the cushions
area ● Clean the bedside table, the telephone and the table lamp.
Dust inside the drawers.
● Clean and dust the paintings and frames above the bed head.
● Dust entire bed frame.
● Clean the second bedside table.
● Clean the outside surfaces of the ward robe door. Dust the
entire inside area of the wardrobe.
● Clean the bathroom door and polish door knob.
● Wipe out all light switches and air-condition unit.
41
● Dust the outside surfaces of the entrance door.
6. Cleaning ● Enter the balcony.
Balcony ● Spray walls, railings.
● Scrub and clean the bird droppings.
● Wipe down rocking or sitting chairs and table.
● Clean the door tracks appeared on the floor.
● Sweep the floor.
● Mop the floor.
7. Checking ● Remove any clothing or personal items from the bed. (for
personal occupied room) and organize personal items and clothing
belonging on neatly in bedside/wardrobe.
Bed
8. Stripping bed ● Remove the blanket and/or bed cover
linen ● Check the blanket and/or bedcover for stains, tears or holes.
● Remove cases from pillows, check state of cleanliness and
place aside with the blanket.
● Remove the sheets and roll them.
● Check the mattress protector for stains and damage and
change if needed.
● Carry all dirty linen to the pantry.
9. Making Bed ● Bring all clean linen from the pantry to the room.
● Check under the bed for trash or any guest items.
● Tidy up guest’s items to an appropriate place.
● Center the bottom sheet on the mattress so that equal
number of sheets hangs over on each side of the bed.
● Miter the bottom sheet at the upper left corner of the bed.
● Miter the bottom sheet at the lower left corner of the bed.
● Tuck in bottom sheet starting from the bed head.
● Place the top sheet on the bed.
● Place the duvet on top of the sheet.
● Remove the bed cover from the basket and place it on the
duvet, 20 cm from the bed head.
● At the head of the bed, turn the top sheet over the bed cover
with the – Gold Line facing up.
● Tuck in the top sheet and duvet from the side of the bed.
● Make sure the bed cover and sheet are tucked in neatly along
the sides and foot of the bed.
● Place the pillows at the head of the bed. (Back pillows and
Front pillows/RedDoorz pillow).
● Check the bed for smoothness and smooth out any wrinkles.
● Place RedDoorz bed runner on the bed
● Place the roll of bath towels (1 for each guest)
● Place the RedDoorz amenities
● Take time to view the bed once completed from a distance
42
● Clean bed linen and bedspread
● RedDoorz pillow and bed runner
● RedDoorz Amenities
● All-purpose cleaner
● Microfiber duster
● Pair of gloves
● Sponge
CREATED BY: APPROVED BY:

43
/14
HOW TO CLEAN THE BATHROOM
RedDoorz Premium

Objective This instruction applies to all Housekeeping Team involved in
cleaning a guest room and will ensure that all our guests receive a
bathroom with high standard of hygiene
1. Bathroom ● Open bathroom ventilation window panels.
Cleaning Process ● Sweep the bathroom floor.
● Scrub and finish the platform, bathtub, and basin.
● Scrub and finish the toilet bowl, rim, ring, and hinge.
● Wipe the mirror.
● Clean bathroom walls using wet mop or sponge.
● Replace amenities such as toilet roll, shampoo, conditioners,
and lotions.
● Replace bathroom mat.
● Wipe down shower curtain working from top to bottom with
a dry cloth.
● Replace bath towels and hand towels.
● Replace the dustbin liner.
● Close the bathroom ventilation window panels.
● Clean the bathroom door.
● Keep the bathroom door open after cleaning.
● Check bathroom doormat.
● Replace if required.
● Report any damage spotted to the supervisor.
44
2. Bathroom ● Wear gloves for hygiene and safety purpose
/Washbasin ● Turn ON the hot water tap
● Sprinkle water on the Washbasin
● Wet the Fixtures (tap and knobs) with the sponge
● Turn the tap OFF to proceed
● Spray the chemical inside the Washbasin and on the fixtures,
about 3 times to cover the entire area
● Use the sponge to scrub inside the Washbasin
● Remember to rub the Washbasin Stopper and the Overflow
as well.
● Turn the hot water tap ON
● Use the sponge to rinse the Fixtures first, followed by the
Washbasin
● Wipe the Washbasin and Fixtures with a clean and dry
Microfiber Duster.
● Wipe the Vanity Counter if water is spilled.
● Bathroom must be completely mold free. Floor, walls, doors
and ceiling are clean
3. Bathtub/Shower ● Prepare the materials: chemical, towel duster, sponge, pair of
room gloves
● Wear gloves for hygiene and safety purpose
● Hold the Hand Shower and turn ON the hot water tap.
● Sprinkle water on the Bathtub or Shower room
● Turn the tap OFF to proceed
● Spray the chemical in the Bathtub and its Fixtures.
● Scrub the Bathtub using the Sponge. Ensure to scrub the
Fixtures: Water Tap, Faucet, Hand Shower and Stopper.
● Scrub the entire surface applying more pressure wherever
stained or greasy.
● Hold the Hand Shower and turn the hot water tap ON.
● Ensure you rinse the Fixtures first with hot water followed by
the entire Bathtub.
● Turn the tap OFF.
● Remove any dirt on the drainage
● Use a clean and dry Towel Duster to wipe the water from the
Bathtub and Fixtures.
45
● Showerhead is polished and free of lime scale
● Shower curtain/door is clean
4. Bathroom ● A well-presented toilet roll and a spare toilet roll available
amenities ● Full box of tissues
● Shower gel and Shampoo dispenser is full
5. Cleaning the ● To provide high standards of hygiene, cleanliness and
toilet Objective comfort
6. Preparation ● Prepare the materials: Toilet cleaner, microfiber duster, toilet
brush, pair of gloves
● Wear gloves for hygiene and safety purpose
7. Flush the Toilet ● Flush the Toilet
● To make sure that the Toilet Bowl is free from waste
8. Push the Water ● Lift up the Toilet Lid and Seat
Level down ● Use the Toilet Brush to push the water down by applying
pressure to the Brush
● To clean the Water Mark which is visible at the level of Water
9. Spray Chemical ● Spray Toilet cleaner inside the Toilet Bowl and around the rim
● Leave the chemical for about 5 minutes
10. Scrub the Toilet ● Use the Toilet Brush and begin scrubbing from the rim and
Bowl move towards the bottom
11. Flush the Toilet ● To rinse and remove the chemical (toilet cleaner)
12. Clean the Outer ● Wipe the Toilet Seat, Lid, Outer body and Flush Tank with the
Area of the Microfiber Duster
Toilet ● Ensure to clean the Toilet Seat and Lid from the inside and
outside.
13. Check the towel ● Check that the Towel is in a good condition. It should not be
damaged and should not have loose threads.
● Ensure that it is smelling fresh and is free from stains.
● Roll the bath towel and place it on bed along with the
amenities kit

● Toilet cleaner chemical
● Microfiber duster
● Toilet brush
● Chemical
● Pair of gloves
46
● Sponge
● Bathroom amenities

47
/15
HOW TO INSPECT GUESTROOM FOR EXPECTED
ARRIVAL
RedDoorz Premium

Objectives Ensure that all activities involved in accommodating our guests in
their allocated rooms are observed following our standards. This
SOP is being conducted by the Housekeeping Manager, PIC, PE of
the property.
1. Important notes Always verify the room in a clockwise or anti-clockwise direction,
and check :
● Carpet/tiles/wood flooring are clean and free of stains
● Walls, doors, baseboard clean and free of scuffs
● Ceilings and vents are clean and free of any dusts
● Room at a comfortable temperature (22-24° Celcius) on
arrival and free of odor
● All upholstered furniture is clean and free of stains
● All furniture surfaces are clean and dust/smear free
● Picture/door/mirror frames are clean and dust free
● Windows/mirrors/chrome/metal surfaces are clean and free
of smears
● In room collateral is clean and in excellent condition
● All light fixtures in the bathroom and bedroom are working
properly and they are clean and dust free
2. Minibar or ● The mini bar content (if provided) is at par, clean and free
Water Kettler from stain.
facilities ● The kettle is clean and in good working condition.
● Recommendation is to provide 2 sachet of instant coffee, 2
sachet of tea, sugar selection, and 2 mugs.
3. Writing Desk ● The writing desk is clean and free from marks.
● The writing desk lamp functions and is free from dust.
48
● All brochures, welcome notice and collaterals on the desk is
in good condition.
● The inside surfaces of the drawers of the writing desk are
clean.
● Ensure all RedDoorz branding are clean, maintained and in
place, such as: Acrylic Tent Card and Review Card
4. TV Cabinet and TV cabinet is clean (inside and outside)
TV ● The TV is in good conditions including the remote controls.
● The TV remote controls is placed next to the TV.
● All drawers are set up with clean liners and free from dust.
● Television is clean and dust free
5. Room/Balcony ● The picture frames and the glass are free from dust.
● The upholstery of all chairs is clean and free from stains.
● Wastepaper bin is clean and in excellent condition
● The door of the balcony works properly, and the louvers are
clean as well as the glass panes are clean without any spots.
● Curtain/voiles/shutters/blind are clean and properly fitted
● The patio/ balcony floor and walls are clean.
● The balustrade is clean, well varnished and free from bird and
lizard excreta.
● The balcony table & chairs are in excellent condition and at
their places.
6. Bedside ● The wall lamps function and the shades are free from dust.
● The study light is working.
● Both bedside tables, lamps and telephone are clean and note
pad, pen placed near the telephone.
● The bedside electrical switches are in good working
condition.
● The bed head and entire frame are free from dust.
place, such as: Change bedsheet card
7. Bedding ● Ensure sheets are clean and well pressed and is free of stains
or tear
● The bed is covered with clean bedspread
● The pillows have fresh pillow cases and are well arranged.
● Bed valance/skirting is neatly arranged and clean.
● Headboard is clean and in excellent repair.
● RedDoorz pillow and runner are properly in place and clean
49
8. Wardrobe The wardrobe is clean (inside and outside surfaces)
● The drawers are clean and there is no litter or debris.
● The shelves are free from dust.
● There are 2 hangers for each occupant.
● The safety deposit box (if provided) is open, empty and in
good working condition. Safe card is placed above it.
9. Bathroom ● Bathroom is completely mold free
● Towels are clean, unstained and in excellent repair
Toilet
Check that:
● The toilet flush is working.
● The toilet is clean from top to bottom.
● Two rolls of hygienic paper are kept; one placed on the
tissue-holder and the spare one on the spare holder.
● The sanitary bin and the insert are clean and free from dust
● The toilet door is clean and always half opened for aeration.
● Wastepaper bin is clean and in excellent condition
Shower Cubical and Bathtub
● The shower door screen is shiny, free from water spots and
grease
● The shower head is clean and properly positioned. Shower
head is polished and free of lime scale
● The shower floor is clean.
● The bathtub and edges are clean, dry and free from marks and
hair. Bath/sink taps are polished and free of lime scale.
● The bathtub “stopper” and mixer and hand shower function
and are clean and shiny, with no hair.
● All chrome fixtures are polished.
● All counters, shelves and soap dishes are clean and dry
● The bathroom amenities are set up to standard:
- Toilet: A well-presented toilet roll and a spare toilet roll is
available
place, such as: Change towel sticker
10. Entrance Door ● All light switches are clean and well-functioning
● There is a DND/ Make up My Room bag on the door knob
(inside).
● The floor is dry, free from foot marks, sand and litter.
● The door and door frame are clean.
● The shutters are free from dust.
● The corridor is clean, dry and free from litter.
50
place, such as: Room Tag (DND/Make up my room)
Before leaving the room, the inspector updates the room status
through the phone for the Reception to know that the room is
Vacant Clean (VC).

51
/16
HOW TO INSPECT GUESTROOM FOR STAYOVER
RedDoorz Premium

Objective Ensuring that all occupied rooms are cleaned and checked daily,
unless refused by the guest or on DND.
1. Service Timing All occupied guestrooms must be serviced daily before 15:00 or
within 1 hour of hanging the 'service room' sign
2. Entering room ● Housekeeping Attendant must knock on the door/ring the
doorbell and if required wait 5 seconds, and then knock on
the door/ring the doorbell again and announce their
department before entering the room.
● If a 'privacy' sign/DND is present than Housekeeping
Attendant must place a calling card/service card card left
under/on the door or a silent message left on the telephone.
3. Greetings guest ● If the employee encountered by the guest than
Housekeeping Attendant must well-presented and greet the
guest with a smile.
● If the guest was present in the room during servicing,
Housekeeping Attendant must offer/arrange to return at a
later convenient time.
● Housekeeping colleagues must use “Entering the guestroom”
standard
4. Seek permission Housekeeping must ask, and wait to receive, permission before
entering the room.
5. Bedroom ● Carpet/tiles/wood flooring freshly vacuumed/mopped and
free of any debris
● Bed neatly made with clean linen which was free of stains or
tears and were the bedspread/throw and decorative cushions
replaced, if applicable.
52
● Housekeeping Attendant must open the blackout curtains
fully and neatly with sheer curtains opened or closed
depending on the heat/temperature.
● Housekeeping Attendant must empty the waste bins and
ashtrays.
● Housekeeping Attendant must have tidied room whilst
respecting guest's preferences.
● Guest's clothes tidied, and his/her shoes paired, with all
items left in view.
● If any used glasses or room service soiled plates and cutlery,
removed from room and replaced (where required).
● Any blown light bulbs must be replaced.
6. Bathroom ● Housekeeping must replace any used towels with clean ones
and are in excellent condition.
● Green housekeeping option must be presented for
sheets/towels and should clearly state, and Housekeeping
colleagues must adhere to what the guest had requested.
● All empty or almost empty amenities dispenser must be
refilled i.e. if less than 1/3 full.
● Shower/bath/sink/toilet and floor wiped down.
● All bath/shower and sink controls polished and was
bathroom counter clean, dry and free of any debris.
● All mirrors clean and free of smears and was the shower
curtain/door clean.
● Housekeeping Attendant must tidy the guest's personal
toiletries (i.e. replace lids, neatly arrange and/or place items
on to a washcloth/linen cloth).

53
/17
DO NOT DISTURB (DND) ROOMS
RedDoorz Premium

Objective This procedure is to ensure staffs are aware how to act when the
“Do Not Disturb” sign is on when delivering or entering the
guestroom (example: messages, laundry, newspaper).
1. Do Not Disturb ● Strictly do not enter rooms with DND sign.
Procedure ● Slot a Housekeeping card under the door, to notify guest
should he/she requires housekeeping service to notify the
Front Office Team. (if applicable)
● Return to the room before the end of your shift in case they
have switched off the “Do not Disturb” sign.
● Front Office Manager are to be notified for any rooms that is
on DND for more than 12 hours.
● For Safety and Security, Front Office will contact guest.

HOUSEKEEPING DAILY CHECKLIST FOR EXPECTED ARRIVAL
54
55
/18
CLEANLINESS IN PUBLIC AREA
RedDoorz Premium

Objective This procedure is to ensure that all Public Areas are well
maintained and kept cleaned at all times.
Procedures Property must implement daily and periodic cleaning schedules for
all Public Areas including:
- Lobby
- Washrooms
- Restaurants
 Ensure the lobby is litter free and clean.
 The lobby fixtures are clean and dust free. Big Letter Box is
working condition
 The RedDoorz roll up banner is in proper condition
 RedDoorz Welcome mat is in proper condition
 Ensure all the lights are working and ensure the lights are
warm white.
 No damages are found at the on the lobby including the lifts.
Any damages are found, ensure a report have been filed or
quotation have been raised.
 All glass is free from finger prints, the lobby toilet is clean and
odourless.
Documentation for routine inspections must be maintained.

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/19
COLLECTION, CLEANING AND ISSUING OF LINEN
RedDoorz Premium
Objectives ● To ensure that properties have enough linen at all times, and
Linen are clean, fresh and stain free
Receiving/Issuing ● All linen will be processed on a clean for dirty basis.
● When linen is brought to the laundry, all items must be
counted and noted in the “Departmental” Laundry book by
the Laundry Attendant/Team leader and checked by the
department staff delivering and collecting the items.
Linen Check ● All linen must be checked for damages and stains, before
processing.
● All damages to be noted in the “Departmental” Laundry
book.
Acknowledgment ● Received/Issued items with quantity must be acknowledge
in Laundry Book

57
MAINTENANCE STANDARD OPERATING PROCEDURES
Index Topic
SOP-OPS-MAI-001 PREVENTIVE MAINTENANCE
SOP-OPS-MAI-002 CHILLER & FREEZER MAINTENANCE AND STORAGE
SOP-OPS-MAI-003 CLEANING PROCEDURES
SOP-OPS-MAI-004 MAINTENANCE REPORT IN GUESTROOM
SOP-OPS-MAI-005 BUILDING WALKTHROUGH
SOP-OPS-MAI-006 FLOOD
FORM SAMPLE OF GUESTROOM MAINTENANCE WEEKLY CHECKLIST

FOR ALL ROOMS
58
/20
OPERATIONAL – MAINTENANCE –
PREVENTIVE MAINTENANCE
APPLICABLE FOR: CREATED ON: REF #: SOP-OPS-MAI-001
RedDoorz Premium

1. Preparation ● PPM – Planned Preventive Maintenance sheet, schedule area to
be maintained on periodic basis.
● Hand tools – as per departmental issue
● Medium size ladders
● Vacuum cleaner
● Silicon
● Spare, clean FCU filters, replacement lamps, general spares
● PPE – gloves, eye protection
● Hand held thermostat
2. Carrying out ● Front Office – Room availability is confirmed by coordinator
the PPM ● Work through the PPM sheet in order
● Ensure all areas are filled in or are marked with N/A (Not
Applicable)/ Out of Order/Closed out for allotment
● Take note of all previous complaints for the room as per PPM
report
● All rectification works possible to be completed during PPM
● When completed be sure that the PPM is recorded, and to open
the allocation of the room
3. Completion of ● Completed PPM is recorded
PPM ● Any incomplete remedial work will be planned and coordinated
● PPM works will be internally audited by PE
59
● Hand tools
● Torch
● Spare light bulbs
● Step ladders
● PPM sheet
● Thermostat
● Gloves
● Rags
● Vacuum cleaner
Definition of Terms
PPM – Planned Preventive Maintenance
FCU – Fan Coil Unit
PPE – Personal Protective Equipment

60
/21
CHILLER & FREEZER MAINTENANCE AND STORAGE
RedDoorz Premium

1. Procedures ● Must be kept in clean and good condition at all times
● Door gaskets and
door plates need
to be in good
condition
● Doors are always
to be closed
tightly
● At no time should
one find build-up
of frost,
condensation or leaking
● At no time will there be exposed wires or lights covered
● At no time will there be holes or rust on shelving, floors and walls
● The temperature gauges have to be in good working condition
and frequently checked for calibration
2. Storage ● At all times food must be wrapped or stored in clean food grade
Guidelines containers
● Only clean original boxes/cartons may be stored (it is not
recommended but tolerated)
● To maintain a healthy air circulation and hygiene, keep food at
least:
15cm (6``) off floor
15cm (6``) from ceiling
30cm (12``) from evaporator
5cm (2``) from walls
61
● At all times 2.5cm must be kept as a space between stacked
boxes
● First In First Out must be practiced during the whole stocking
period

62
/22
CLEANING PROCEDURES
RedDoorz Premium

Overview ● A schedule which stipulates the item to be cleaned, the frequency
of cleaning, the method of cleaning, the amount and type of
chemical to use and the person responsible must be clearly
displayed in every outlet.
● Suitable protective clothing must be worn at all times and the
manufacturer’s instructions on the chemical must always be
followed.
● At all times open food must not be exposed due to a risk of
contamination during cleaning
1. Cleaning and 1. Pre- cleaning: Remove all excess debris by brushing it off
disinfection 2. Main cleaning: Loosen the dirt and the grease of the surface with
normally the help of detergent
consist of six 3. Rinsing: Remove the loosened solid and residue of detergent with
basic stages: the help of water
4. Disinfection: Destroy all micro-organisms using bleach or other
appropriate chemicals
5. Final rinsing: Removal of all disinfectant/ chemicals
6. Drying: Preferably in the most natural way by letting the surface
dry up untouched

63
/23
MAINTENANCE REPORT IN GUESTROOM
RedDoorz Premium

Objective Request for Maintenance – Maintenance shall provide an efficient,
professional and informed service. This procedure describes the
expectation of the Maintenance regarding response times and
prioritizing requests.
Overview ● Work Requests (WR) are required for maintenance to perform any
type of repair or maintenance activities excluding emergency
repairs.
● WR’s can be raise manually or by telephone, in person, or in report
form following inspections but must entered electronically after.
The following information is useful:
Where is the repair location, i.e. Room Number
What is required?
Why it’s required
When is it required
Who is requesting it?
● WR will be monitored by PIC/Hotel Manager/ General
Manager
● Maintenance shall respond with an appropriate sense of urgency
to all work requests, they are expected to prioritize their work in
order to satisfy the 10 and 20 minute response standards as
outlined below.
● Work requests will be dispatched according to the following
priorities & response times:
Life & Safety - immediate
Guest Requests – within 10 minutes
Public Areas – within 20 minutes
64
Kitchen & Laundries – within 20 minutes
Systems & Equipment – within 20 minutes
Miscellaneous Requests – as soon as possible – must advise
likely duration
Preventive Maintenance – as scheduled
● Non –Repair requests such as requests for new work or other
work shall be initiated only by a PIC/Hotel Manager/General
Manger. Do not telephone in requests for non-repair work.
● Life and Safety issues only should be directed to the PIC/Hotel
Manager/ General Manager by phone or in person. In addition,
the PE and PM shall be informed according to the Emergency
Procedures.
● As soon as the WR is complete, the employee who carried out
the work shall record the work that was carried out
● In addition, the employee is responsible for ensuring that the
WR initiator is informed of work carried out and if there is any
likely disruption to their role or further work required.
● Maintenance will follow up on all work requests that were not
completed in the 20-minute response standard by contacting the
originator to ensure the request was completed in a satisfactory
manner.
Sequence of ● Review maintenance request from the reception/Front Office
Service and gather appropriate equipment.
● Knock on door
● Greet guest and explain purpose of visit
● If the guest is not in room, enter room.
● Assess maintenance issue, determine time to repair and inform
guest if they are in room.
● Make necessary repairs and clean up
● Leave note to notify the guest that issue has been rectified
● Call Front Office/ Reception and update room maintenance
● Exit room, secure door and remove door knob sign
● Follow up and complete maintenance request slip and
maintenance logbook
Dealing with ● Receive written request or work order from Reception
Internal Guest ● Access scope of work.
Maintenance
Request ● Schedule work and completion date.
● Fill out request or work order in full and hand in to coordinator
65
● If required, deliver or set-up as needed.

66
/24
BUILDING WALKTHROUGH
RedDoorz Premium

Building ● Check with all departments for any incidents
Walkthrough ● Any guest requests will be handled immediately.
Procedures
● Check for outstanding alarms
● Mechanical and AHU checklists. Pools checklists. Lighting
checklists.
Definition of Terms:
AHU: Air Handling Unit

67
/25
FLOOD
RedDoorz Premium

IN CASE OF ● Protect the Guests, the Employees, the Building and the
FLOOD Business, immediate response is required to inform
management on status.
● Engineer will go to the flood area with all his tools.
● The employee should respond immediately to identify the cause
of the problem.
● The flood source where possible should be isolated at the
nearest shut off valve.
● Inform management on the status of the flood, and what action
has been taken.
● Flood team to mobilize in response.
● Housekeeping should be informed if needed.

68
SAMPLE GUESTROOM MAINTENANCE WEEKLY CHECKLIST FOR ALL ROOMS
Property Name:
Room Number:
Date Item Reported To Maintenance

Item
(dd/mm/yy)
1 Door not closing
2 Soap and Shampoo dispenser loose
3 Toilet blocked
4 Toilet flush plate loose
5 Shower hose/head damaged
6 Bathroom door pelmet loose
7 Bedlights OOO
8 Bedlight Shade Damaged
9 Standard lamp OOO
10 Standard Lamp Shade damaged
11 Table light OOO
12 Remote Control OOO
13 TV OOO
14 Carpet dirty
15 Flooring damaged
16 RedDoorz Pillow missing
17 RedDoorz Runner missing
18 Damp Smell
19 Pest Control Issue
20 Walls dirty
69
FRONT OFFICE STANDARD OPERATING PROCEDURES
Index Topic
SOP-OPS-FO-001 PREPARATION FOR ARRIVAL
SOP-OPS-FO-002 GUEST REGISTRATION AND CHECK IN
SOP-OPS-FO-003 CHECK OUT
SOP-OPS-FO-004 LATE CHECK OUT
SOP-OPS-FO-005 NO SHOW
SOP-OPS-FO-006 DUPLICATE KEYS
70
/26
OPERATIONAL – FRONT OFFICE –
PREPARATION FOR ARRIVAL
APPLICABLE FOR: CREATED ON: REF #: SOP-OPS-FO-001
RedDoorz Premium

Objective Provide accommodation that meets customer requirements
consistent with the reservation and/or that meets personal
requirements and provide efficient registration service.
1. View ● View arrival screen and observe each arrival for the day and
RedPartners and ● Look at the Special Field in the reservation of each guest and
print reports take note of the information.
● Look at all arrival guest profiles, history and remarks
● Make a profile note/alert if it is a repeat guest and the ID is on
file and can be reprocessed.
● Make note of all relevant guest requirements and special needs
and communicate accordingly.
● Print an arrival report for the day in detail
● Print a trace Report and read the instructions given
2. Take note and ● Special needs/requests
action ● Honeymooners, Wedding, Anniversaries, Birthdays
● Extra beds and Baby cot needs
3. View current ● Find current room status and take note of the number of clean
room status rooms, dirty rooms and departures for the day, keep an eye on
back-to-back rooms.
71
4. Prioritize early ● Prioritize early arrivals and room type needs
arrivals and ● Identify suite arrivals
allocate rooms
● Identify VIP arrivals
● Identify requests for connecting rooms, same floor rooms,
adjoining rooms, site inspection rooms’ requests and allocate
accordingly
● Identify rooms’ preferences requests (i.e. High floor) and
allocate accordingly
● Always ensure that Housekeeping is aware of these needs and
the rooms priorities
5. Prepare ● Registration Card
Welcome Packs ● Key
6. Check ● Check that arrival registration cards have been prepared. All
registration cards the registration cards will be printed one night prior and filed
into an A-Z folder.
7. Read ● Check that relevant correspondence is attached accordingly
correspondence (i.e. Late Payment Order, complimentary forms, etc)
● Should correspondence be missing, follow up with the
Reservations department
● Read all correspondence for each reservation and confirm
details in the system
8. Identify accounts ● Identify all City Ledger/Sales Ledger accounts and ensure that
the appropriate back up documentation is attached
● If the Account is to be sent to company and there are no credit
facilities, the Front Desk should follow this up with
Reservations and the Officer, Income Audit
9. Review ● Take note of the Billing instructions for each arriving guest
billing/routing ● Appropriate routing instructions to be placed in Redpartners
instructions

72
/27
GUEST REGISTRATION AND CHECK IN
RedDoorz Premium

Objective Prior to the arrival of the guest, front desk agent to print the
Registration card. Check in shall be done within 5 minutes
1. Registration ● Registration Cards will be used for all the guests and must be
cards signed and acknowledged by the guest
● Registration Cards can be printed from RedDoorz template
2. Welcome the  Guest Service Officer/Supervisor to greet guest who are
guest approaching the reception according to the time of the day
and offer assistance. “Good afternoon Sir/ Madam, how may I
help you?”
 Once guest requested for check in, welcome the guest to the
respective property, “Welcome to Reddoorz ________ /
Welcome back to Reddoorz _________.
 Request for guest’s last name to confirm the reservation and
request for their passport (all staying guests’ passport need to
be collected for registration).
 Check for any latest update on the reservation in the
Redpartners before proceeding to reconfirm the booking
details to the guest.
73
3. Go over details ● Ask to present Email confirmation/ reservation
with guest
● Ask to present ID Card
● Verify name spelling
● Email address and Mobile number
● Number of persons staying in the room.
● Room rate and taxes or if it has been pre-paid
● Packages and benefits such as breakfast and dinner if it is
included
● Departure date/ time and late check-out policies.
● Signature
● Ask the guest to download RedDoorz App for future booking.
Use verbiage such as “Please download RedDoorz App for
your future convenience”.
4. Bid Farewell  Upselling offered. Hotel facilities are informed e.g. Wi-Fi, F&B
and etc.
 Staff are able to explain to guest on the nearest attraction and
food places.
 Ensure that room charges are settled, and guest’s reservation
is checked in to PMS before issuing the key.
 Give a clear direction to the elevator or staircase and explain
the location of the room.
 Thank the guest for choosing the property and inform them to
contact the Reception if they need any further assistance.
“Thank you for choosing Reddoorz _______, if there is any
further assistance required, please contact us by dialling ‘0’
from the phone in the room.
 Profile of the guests should be updated in PMS and
Redpartners within 30mins of the actual arrival of the guest.
And reservation in Redpartners should be checked in within
the stated time.
 All updated Registration forms are filed accordingly.
Completed Registration Forms are needing to sign off by the
staff once the updating is completed.
5. Walk In ● All same day and walk in reservations require guest to present
a government issued photo ID or valid passport.
● Walk-in guests are treated the same as a same day advance
reservation.
74
● On busy period, it may be very common to have walk ins.
● Cross check and make sure name and signature match
between the ID, credit card and registration card.
● Minimum check in age is 18
● Guest must provide name, address, contact number, e-mail
address and signature on registration card.
● Information such as rate, number of guests in room, length of
stay and check out date and time should be verified and
confirmed with guest.
● Use Walk-in Option in RedPartners to create a walk-in
reservation with the best available rate code.
● Ensure to establish and obtain credit/deposit prior to guest
being escorted to accommodation.
● If guest’s stay nature is questionable (possible fraud,
disorderly, suspicious), a manager should be informed right
away before registration process.
● Typically, fraudulent guests would rush and act aggressive in
order to avoid questions or create an unusual situation to
distract the employee of their usual steps to check in.
● Remain calm and request a manager’s presence.

75
/28
CHECK OUT
RedDoorz Premium

Objective This procedure explains how a staff checks out a guest.
1. Greet guests Refer to General SOP
2. Engage with ● Read the guests and engage with them. Identify elements to
guest interact with guest in a pleasant manner.
“You are already leaving us Mr/Mrs.(Guest Name). I hope you
had a pleasant stay with us?”
● Collect feedback if any or thank the guest for comments as
appropriate.
● If you are not familiar with the guest, confirm room number
with name.
“May I request for your room number?”
● Make conversation with the guest.
“Did you have a chance to walk around the city and visit a little
bit?”
● Inform when the account is ready
“We have your account ready for approval.”
● If room has been pre-paid, bid farewell and invitation to come
back
3. Last minute ● Ask if guest had any additional charges from previous night or
Charges day of check-out.
“Did you have any additional charges, Sir?”
● Avoid asking the question too directly and create contact and
have a conversation with guest before. May be done after
reviewing the bill as well.
76
4. Add charges ● Advise and add any additional charges to the bill.
“Allow me to add that to the bill, Sir.”
5. Offer to review ● Treat document respectfully and use both hands when
the invoice via appropriate.
screen or to ● Ask guest to review it.
print pro-forma
invoice. ● Bill must be complete, correct, clearly itemized.
● Be ready to explain charges upon request.
● Ask permission to review the invoice verbally if the charges are
limited to 2 or 3 items.
“ Mr/Mrs.(Guest Name), would you prefer me to read out loud
your charges as I notice you do not have many, or rather a
printed copy to review?”
6. Clarify method ● Quickly and efficiently.
of payment and ● Follow policy Method of Payment.
complete the “If everything looks all right, may we charge it to the same
transaction. credit card we have on file?”
7. Process ● Proceed payment according guest’s preference once guest has
payment approved the charges on the bill.
8. Final Invoice ● Present a zero balance bill and ask for guest’s signature.
● Provide open hotel pen.
“Thank you, may I have your signature here please Mr/Mrs.
(Guest Name).”
9. Invoice copy ● Offer guest choice of having the final invoice copy emailed or
as hard copy
● Printed copy of the bill must be presented neatly in an
envelope.
“Would you like us to send a copy of your invoice by email or
would you prefer to take it with you.”
10. Invitation to Offer an invitation to return if applicable.
Return
11. Room key ● Inquire if guest is returning to their room. Key card must
operational remain operational where applicable.
● If no, collect the key from the guest.
“Mr/Mrs.(Guest Name), will you be returning to your room
prior to your departure?”
● Secure the room key.
● Update the room’s status
12. Remind guest  Ask for travel documents and also valuable in the in-room
of travel safe (if available).
77
documents and “Do you have all your travel documents, and have you
valuable checked your safe?”
 Check with the guest whether he/she has collected and all
his personal items from the room, i.e. charger, luggage and
etc.
13. Bid farewell. ● Help to store the luggage/offer to get a taxi for the guests
● Smile, make eye contact.
● Do not shake hands unless guest offers to.
● Use guest’s name.
● Bid farewell in local language.
“I look forward to welcoming you again. Thank you for staying
at the RedDorz, Mr/Mrs. (Guest Name). Goodbye.”
● Update the guest history file.

78
/29
LATE CHECK OUT
RedDoorz Premium

Objective By implementing a 12pm check out time, unless the guest is a VIP, a
charge will be applied for late check-out which will increase the
existing room revenue of the hotel.
1. General ● Any guests wishing to extend their check-out time up until 1pm will
Points not be charged and the late check-out will be offered subject to
availability.
● Should a guest check-in and request a late check out on day of
departure, late checkout will not be guaranteed to the guest until
the evening prior departure. If a guest wishes for the late check-
out to be guaranteed then a charge will apply to the guest.
● The Front Office staffs will be empowered to make a decision both
on the day and evening prior to departure with regards to late
check-out. Should occupancy levels be low, the reception agent
may grant a 2pm check-out on a complimentary basis however
guest will be charged starting for 4pm check-out.
● All VIP guests and high return guests will be given a greater
flexibility in check-out times and should the hotel be unable to
accommodate a late check-out request an alternative will be
arranged such as changing facilities or the offer of a dedicated
refresher area.
2. Late Check- ● Check out at 16:00hrs 25% of the room rate
Out Rates ● Check out until 18:00hrs 50% of the room rate
● Check out after 18:00hrs Full night charges will apply
3. Identify late ● Print Report of Due out guests
check-out ● Highlight the confirmed late check outs
guests
79
● If high occupancy, any other room must be called at approx.
11.30am to offer further assistance and confirm check-out time.
4. In case of ● If a guest wishes to extend the stay beyond the published hotel
late check- checkout time, we should try to satisfy the guest’s request. Front
out Office Staffs should ensure that the particular room is not blocked
for the day or needed for any other special purpose before
allowing the guest an extension
● Explain the charges that will occur for the late check-out. No
charge will be applied for an extension on check-out up to 1pm if
there is no immediate pressure for the room. On busy days the
hotel will use its discretion to levy a charge past the check-out
time. To be checked with PIC/Hotel Manager/General Manager
● Whenever a late check-out is granted, Housekeeping should be
notified immediately so that room will be serviced after the
guest’s check-out.
5. Confirming ● Ensure to update RedPartners with the checkout time
Late Check- ● Agreed late checkout charge must be posted immediately to guest
Out
account.
● Make a new key card for guest if necessary (based on the set up of
the key system).
6. If late check- ● Luggage storage facilities should be provided and guest is advised
out cannot that they may use all hotel facilities until departure.
be offered ● Inform all relevant departments that the guest is still using the
hotel facilities.

80
/30
NO SHOW
RedDoorz Premium

Objective Secure the charges when a guest does not arrive on the day the
reservation is made for.
1. Policy No Show fee is: One night plus taxes and service charge
2. Confirm No Show ● Check the reservation and correspondence to verify details
Reservation have been entered correctly in RedPartners and ensure the
reservation has not turned to no show by mistake.
● If the reservation turned to no-show correctly, inform
reservations in case of no show.
3. Reservation ● Reservations will check correspondence to verify details and
Department booker will be contacted to be informed of the situation and
Follow-up re-check if the guest would still be arriving during the day and
update the reservation accordingly.
● The booker will be informed of the charges incurred for the no
show.
● Wholesale reservations are charged as per contract.
4. Charge The no show list with instructions who to charge will be
communicated to Reception on a daily basis.

81
/31
DUPLICATE KEYS
RedDoorz Premium

Objective To ensure that room keys are correctly validated and handed over
to the registered guests only
Procedures Validate the details of the guest requesting keys according to the
following;
Request valid identification to match with details in system
If no identification available, request below alternatives;
● Request for credit card to match with details in system
(name on card and in system)
● Request to verify date of birth in reservation
● Request contact details for verification (email address and
telephone number)
● If no additional details can be provided, keys cannot be
issued

82
OPERATIONAL TRAINING PROGRAM
Topic Target Date
January 2019
Introduction to Operational Manual
Target time: 2Hours
All Year 2019

SOP Training for PM and PE
Target time: 1 Day
All Year 2019

Audit Training for PM and PE
Target time: 2 Hours
PIC/ Property SOP Training – By By Request in 2019 / Per City / Per Region
Departmental Target time: 2-3 Hours / Department
Quality Improvement Process Training for By Request in 2019 / Per City/ Per Region
PM Target time: 4-5 Hour
By Request in 2019 / Per Property

Quality Consultation for Property
Target time: 1 Day
83
NOTES
84
85

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OPERATIONAL

RedDoorz is South-East Asia’s fastest growing value hotel

Operational Room Marketing Customer Technology

Adil Ali Mubarak

EXPECTED BEHAVIORS FOR ALL

Minimum 4 Staffs. 1 to cover each 8 hour shift and to

Maintenance Minimum 1 staff.

Minimum 2 staffs for every:

RedDoorz RedDoorz Plus RedDooz Premium

Reddoorz Runner Yes Yes Yes

Fire Extinguisher must be in place in every 10 rooms or

 Bribery and corruption

SOP Index Topic

SOP-OPS-GEN-001 OPERATIONAL GROOMING AND PERSONAL HYGIENE

SOP-OPS-GEN-002 HOW TO PICK UP THE TELEPHONE

SOP-OPS-GEN-003 HOW TO GREET THE GUEST

SOP-OPS-GEN-004 CREATING GUEST EXPERIENCE

SOP-OPS-GEN-005 HOW TO HANDLE GUEST REQUEST OR QUESTIONS

SOP-OPS-GEN-006 HOW TO HANDLE GUEST COMPLAINTS

SOP-OPS-GEN-007 ENTERING THE GUESTROOM

SOP-OPS-GEN-008 HYGIENE AND SANITATION

SOP-OPS-GEN-009 LOST AND FOUND

SOP-OPS-GEN-010 FIRE EVACUATION

SOP-OPS-GEN-011 PEST CONTROL

SOP-OPS-GEN-012 FIRST AID

Step Detailed Instruction

● Use antiperspirants and/ or deodorant

● Brush teeth, especially after eating heavily flavoured foods

● Maintain short, clean and polish- free fingernails (no artificial

● Keep uniforms clean at work and change daily

● Do not wear any jewellery, bangles, earrings, watches etc.

● Use a bandage on any cut, abrasion or burn that has broken

● Use plenty of soap and hot water to wash hands frequently

CREATED BY: REVIEWED AND APPROVED BY:

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

Internal Call External Call

e.g. “Good Morning,Reception, e.g. “Good Morning, This is Red

6. Thank caller Thank the caller for calling.

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

This procedure explains how a staff greets a guest at the hotel

1. Acknowledge ● Be proactive and attentive to guests in the lobby.

CREATED BY: REVIEWED AND APPROVED BY:

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

CREATED BY: REVIEWED AND APPROVED BY:

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

Guest usually may request for a service through:

CREATED BY: REVIEWED AND APPROVED BY:

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

● Be prompt to solve the issue.

● Other guests must not be disturbed by other complaints.

Materials and Equipment

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction

● If the guest is asleep or in the bathroom, leave quietly

● At 12h00 (noon) the Housekeeping Attendants slides the

CREATED BY: REVIEWED AND APPROVED BY:

Meutia Irataliana Adil Ali Mubarak

Step Detailed Instruction