ROOM

1. Housekeeping trolleys and caddies are always neat, clean and organized. Housekeeping
trolleys, caddies’ and other equipment are never left in the corridors when not in
immediate use. Housekeeping trolleys, caddies and other equipment never block
Guest's path in the corridors or other public areas

2. HK trolley should be clean and set up follow the standard trolley set up Housekeeping
Carts , parking in front of guest room during room make up and re-stocked each
evening

3. Standard setups for each room category and trolley set up must be photographed and
displayed and the picture document - (bed set-up, amenities set up, towel set-up, etc.
-) (refer to AII standard) to share in Whatsapp Group and attendant to kept all the
document in their mobile phone

4. Cleaning Equipment such as cloth, sprayers bottle to follow the standard such the color
code standard must be used and displayed in the Housekeeping Attendant mobile
phone (Refer to AII standard color code policy). All bottles and chemical containers
must be labeled with the product name - referring to MSDS (Material Safety Data
Sheet) and Carry caddy must be clean with proper cleaning tools

5. Entering Guest Room follow the standard procedure (refer Entering Guest Room SOP)
The Room Attendant knocks on the Guest Room door/rings the bell and introduces
him/herself (e.g.: "Housekeeping, Good Morning / Good Afternoon / Good Evening,
etc."). If a Guest is present, the Housekeeper greets the Guest by name and asks if this
is a convenient time to service the Guest Room.

If after knocking on the door and waiting for 30 seconds, it is determined the Guest is
not present, the Employee opens the door slowly and enters the room, announcing
him/herself: (e.g.: "Housekeeping, Good Morning / Good Afternoon / Good Evening",
etc.

If Guest declines the service, the Room Attendant either agrees on the best timing to
come back or informs Guest that the room can be prepared for the night at his/her
preference by contacting Operator or Front Office and wrote in the task sheet guest
refused

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6. If a Guest makes a request for admittance into a room, the Room Attendant politely
declines and explains it is not allowed to protect Guest's safety. The Room Attendant
assists to contact the Front Desk or contact the Front Desk themselves for Guest
assistance. (HK staff must never open a door for a guest who says they have been
locked out of their room - politely ask them to go to the front office and ask for another
key card.)

7. Never give your key card to anyone and make sure the Room Attendant on the floor is
trained not to use the floor master key to open a room for a guest or someone who
says he or she is a guest – (refer them to the Front Desk)

8. Follow the brand hotel guidelines such as:

● All the collateral such as Room directory,Room service menu,Eco Green ,TV channel
Guide, Shoe shine service, Pillow menu all place in QR code
● Do not tuck in duvet covers under the mattress - refer to standard set up.
● Change linen follow changing linen standard
● All mattresses in guest rooms must be turned according to the labeled schedule.
● Hand soaps in guest bathrooms should only be changed every 3 days or when
specifically requested by the guests or after checking out

9. Report the Maintenance issue while servicing the rooms such as

● Check if all light bulbs, TV remote controls and AC remote controls are working well
and report any problems to engineering
● Clean telephones handle and remote TV to make sure they are smell free (Check
carefully for hair and earwax) as well telephone in working condition if not report
to engineering

10. All missing items in the room must be recorded properly for the lost/breakage report
and immediately reported to Front Office.

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11. For extra beds in rooms – remember to also add extra towel, extra amenities, extra
water etc,for the extra guest.

12. All vacant dirty rooms must be cleared by 3 pm.

13. The Housekeeping team must know and be aware of the signs of Human Trafficking.
The staff must understand the hotel handling policies and how to identify the critical
intervention points if there are signs of Human Trafficking ( Refer to SOP Human
Trafficking No 64 HKPP - V001 12-2- 2021 )

14. DISCREPANCY REPORT - Always verify room discrepancy by physical inspection

To prevent manipulation (staff doing the check in but not registering guests in the
system), all discrepancy rooms (from Housekeeping room status report) must be
clarified with a physical check, it is a very important task to be done every shift,
morning, afternoon by 11 am and 5 pm. (At the same time, housekeeping will be able
to check any issues or if the room needs to be freshened up)and submit it to FO and
Accounting . all the document signed by HK | FO | Finance and GM or HM

15. Room attendant workload must be assigned using a credit system instead of by
sections

16. 6 Basic Cleaning steps for the cleaning of the rooms should be tested every 2 months
per attendant to measure the speed and quality of the room as per standard and test
to be follow and monitoring by Housekeeping leader ,Human Resource and Hotel
Manager or General ( Test per attendant to follow standard 22 minutes per room )

17. PAR (Per Available Room) cleaning cloth needed to ensure smooth operation of the
hotel is 3 PAR for safety stock needed to clean the room and is followed by a color code
(One cleaning cloth is used for a maximum of 5 to 6 rooms)

18. Room Attendants must wash and sanitize their hands frequently as follows.
▪ After cleaning the rooms

▪ Before meal

▪ After using washroom

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▪Wash your hands regularly