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THE PREFACE AND AUTHOR INFO

PREFACE

This workbook gives students the chance to share knowledge and skills gained in the
Housekeeping Management Course, particularly in room cleaning process. It is designed as a
guide for future students to perform all related tasks in room cleaning. This workbook is also
presented with a logical order of room cleaning procedure together with relevant graphics to
reinforce understanding on each procedure.

The workbook also gives students the opportunity to:

● Put theory in to practice within a real-world setting in hotel industry
● Develop skills and knowledge, both specialist and transferrable.

AUTHOR INFORMATION

NUR KHALISHAH BINTI AHMAD DAWOOD

2021809244

ACKNOWLEDGEMENT

MADAM SURIATI BINTI OSMAN

HOUSEKEEPING MANAGEMENT LECTURE

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INTRODUCTION

Due to the COVID-19 pandemic outbreak that has ravaged the entire country since 2020,
hotel Industry is also one of the industries that are affected. It became a challenge for the hotel
industry to operate as usual. To avoid the spreading of COVID-19, a new set of hotel Standard
Operating Procedure (SOP) are implemented, and several new restrictions must be strictly
followed by the hotel industry. The reasons of that are to ensure the hotel Industry keeps
operating even during the pandemic (2020) and endemic (2021).

The most important aspect that needs to care in the hotel during the COVID-19 outbreak is
cleanliness and safety. By that, a new procedure has been introduced. Such as the new Standard
Operation Procedure (SOP) of room cleaning. The purpose of the new Standard Operating
Procedure (SOP) is to ensure the cleanliness of the hotel, the safety of the employees, and the
health of the guests. As a result, the Housekeeping Department which is responsible for carrying
out all cleaning tasks in the hotel must follow strictly and ensure the tasks are done in accordance
with the new standards Operating Procedures (SOP).

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ACKNOWLEDGEMENT

Alhamdulillah. Finally, I’m able to complete this workbook successfully. I'd like to express
my gratitude to everyone who assisted and supported me in completing this workbook.

First and foremost, I'd like to express my gratitude and appreciation to Madam Suriati Binti
Osman. My Housekeeping Management lecturer, who provided me with an opportunity and
guidelines to help me finish this workbook.

Finally, thanks to my beloved friend who has always supported and been with me through
thick and thin. Also, a million thanks to my fellow classmate who provide me guidance and
valuable information for me to complete this workbook. All help from them is really appreciated.

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TABLE OF CONTENTS

Contents Page
The Preface and Authors Info 2
Introduction 3
Acknowledgment 4
Table of contents 5
Standard Operating Procedures 6-18
a) Preparing trolley
b) Entering room
c) Make up bed
d) Bathroom cleaning
e) Wiping
f) Vacuum
g) Closing
Reference 19

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STANDARD OPERATING PROCEDURES

Department : Housekeeping
Task : Cleaning the guest room
Sub-task : Preparing trolley

A. Preparing trolley

Procedure Procedure Supported image

No.

1. Collect room assignment sheets from

supervisor. Check the number of the
room that need to be clean, VIP in
house, VIP arrival, and room master
key

2. Prepare a trolley cart. The

housekeeping in charge needs to clean
the trolley cart before use and
disinfectant the supplies. The
housekeeping needs to wear a mask,
face shield, sanitize hands, wear gloves
and a plastic apron during the process
of trolley cart cleaning. Check the
trolley if any damage and the trolley
cartwheel also need to be cleaned and
well maintained.

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 3. Place the necessary materials in the
appropriate compartment of the trolley
cart. Begin with fresh linens and a
towel from the bottom of the bed. (Put
5% extra linens in case of need.) The
paper products and ending with
amenities of cleaning supplies on the
top. Lastly, place the trash bag and the
laundry bag together.

4. Check the number of supplies required

on the trolley cart to match the number
of rooms that need to be cleaned.

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Department : Housekeeping
Task : Cleaning the guest room
Sub-task : Entering room

B. Entering Room

Procedure Procedure Supported image

No.

1. Check if the door is double-locked or

has any DND signs.

2. If the door does not have any DND

sign. Knock on the door 3 times and
announce housekeeping in compliance
with the procedure due to covid-19
standard operation procedures (SOP)
by WHO such as sanitizing the door
handle.

3. Open the door if the door is not chained

and no answer. Make sure to wear
gloves when opening the door handle.

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4. When entering the room, place the
trolley on the indoor path.

5. When entering the room, use a sanitizer

spray machine/fogging mist machine to
sanitize it.

6. Check if any guest belongings are left

behind. If no, continue to make up the
bed

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Department : Housekeeping
Task : Cleaning the guest room
Sub-task : Make up the bed

C. Make up the bed

Procedure Procedure Supported image

No.

1. After the bed is sanitized, remove all

linen from the bed and check for any
stains, dust, or problems with the
mattress, mattress pad, bed frame, etc.

2. Place mattress protector on top of the

mattress. Once the mattress is cleaned
off, simply place the mattress protector
on top so it fits the mattress.

3. Cover the mattress with the fitted

bottom sheet. The sheet serves to keep
the mattress protector in place.

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4. Lay down a flat sheet. Make sure there
are no wrinkles. Put the blanket on top
then fold with the last bed sheet.

5. Place pillows in corresponding

pillowcases, fluff, and flatten to stand
tall.

6. Put the bed cover on top of the

mattress. Smooth away any creases on
the bedspread so it looks nice, flat, and
beautiful. Then pull the top 14 inches
of the cover back. All the corners
should be folded in.

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Department : Housekeeping
Task : Cleaning the bathroom
Sub-task : Bathroom cleaning

D. Bathroom cleaning

Procedure Procedure Supported image

No.

1. Sanitize the bathroom before starting

the cleaning process. Make sure all the
corners are sanitized from the toilet to
the tub or shower to the sink.

2. Check the flush handle and flush the

toilet bowl and check, If the flush
handle is not working properly then
inform the front desk to create a
maintenance job order for the same.

3. Scrub and finish the toilet bowl, rim,

ring, and hinge.

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4. Wipe the mirror and clean the
bathroom walls using a wet mop or
sponge.

5. Replace amenities such as toilet roll,

toilet block, shampoo, conditioners,
and moisturizers.

6. Replace the dustbin liner.

7. Replace linens, bathmats, and robes,

and clean the hairdryer if necessary.
Also included is a lint trap.

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8. Spray a perfume to make sure the
bathroom smells fresh.

9. Close the bathroom ventilation and

clean the bathroom door. After
cleaning, keep the bathroom door open.

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Department : Housekeeping
Task : Wiping the guest room
Sub-task : Wiping

E. Wiping

Procedure Procedure Supported image

No.

1. Wipe and spray a disinfectant on all

hard surfaces such as tables, remote
control, television, telephone, minibar,
and light switches.

2. To wipe a windows glass cleaner

should be used

3. Wipe dressing table and mirror.

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Department : Housekeeping
Task : Vacuuming the guest room
Sub-task : Vacuum

F. Vacuum

Procedure Procedure Supported image

No.

1. Collect the vacuum cleaner. Make sure

the vacuum cleaner bag is empty and
clean prior to use.

2. Shut the door of a room so that the

vacuum cleaner noise does not disturb
the guests.

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3. Plugin the vacuum cleaner and ensure
that the cord is free of knots for easy
operation.

5. Start vacuuming from one corner of the

room to the other until the entire area
of the room is vacuumed.

6. After vacuuming the area, double-

check that everything is covered, and
nothing is missing. Unplug the vacuum
cleaner and properly fold up the cord.

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Department : Housekeeping
Task : Closing of the room
Sub-task : Closing

G. Closing

Procedure Procedure Supported image

No.

1. After cleaning the room, sanitize the

entire room area, bathroom and close
the room door.

1. Clean the trolley cart and send all dirty

linen to the laundry department

2. Inform the supervisor all rooms that are

assigned have been cleaned and
sanitized the key that was used
beforehand in the key.

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REFERENCE

• February 23, S., & Pm, 2019 at 1:45. (2018, May 21). [SOP] Housekeeping - Vacuuming.
Clarified Better. https://clarifiedbetter.com/sop-housekeeping-vacuuming/
• Webstrategies, K. (2019, November 22). Hotel Cleaning: 2020 Guide. Hotel Cleaning
Services. https://hotelcleaningservices.com/hotel-cleaning-2020-guide/
• Hotel Bed Making Tips - Crown Hospitality Linen Services. (2018, August 20). Crown
Linen. https://crownlinen.com/blog/hotel-bed-making-tips/
• SOP - Housekeeping - W/C or Toilet Cleaning. (n.d.). Setupmyhotel.com.
https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/housekeeping-
sop/270-wc-cleaning.html

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