HOUSEKEEPING

STANDARD OPERATING PROCEDURES

GREEN TOURISM PRIVATE LIMITED

(GTPL)

GTPL Confidential and Proprietary Information

The contents of this material are confidential and proprietary to GTPL and may not be reproduced,
disclosed, distributed or used without the express permission of an authorized representative of
GTPL
Table of Contents
Introduction 3
Review & Amendment 3

Duty Hours & Work Schedule 4

Grooming Standards 4
Communication Standards 5
Creating Work Schedule / Duty Hours 7
Before starting the shift 7
Preparing HK Attendant Trolley 7
Entering to Guest Room8
Bed Making Procedure 9
Removing Dirty Linen 10
Cleaning the Bathroom 10
Cleaning, Dusting & Arranging the room 11
Inspecting Rooms after Cleaning for the Occupied room 12
Cleaning Guest Corridor, Public Areas & Elevators & Back of the house 12
Floor Corridor Cleaning & Staircase 14
Turndown Service 14
Preparing Occupancy & Discrepancy Report 15
Care & Maintenance of Equipment’s 17
Setting up Caddie Baskets 17
Cleaning the Caddie Supply 18
Handover of Keys & Reports 18
Cleaning Service Area 19
Mattress Turning 19
Lost & Found Procedure 19
Safety Procedure 21
Handling of Chemicals 21
Safety Tips 22
Housekeeping Pantry Usage 23
Supervisor General Responsibilities 23
Supervisor Checking the Guest Rooms 24
Supervisor Checking the Public Area 25
DND Procedure25
Baby Sitting Procedure 26
Out of Order & Out of Service Rooms 27
How to Set Bathmat in Guest Rooms 28
How to set Toilet rolls in Bathrooms 28
Presentation of Bedroom & Bathroom bins 28
Presentation of Bath Towels 28
Presentation of Bidet & Hand Towels 29
Presentation of Ash Tray 29
Presentation of in room safe 29
Laundry Procedure 29
Releasing PPM Rooms 30
Pest Control 31
How to clean window glass 31
Carpet shampooing & Upholstery cleaning 32
Odor Control 32
Handling Guest Complaint 33
Guest Interaction Guide 33
Document Control 35

Introduction
Housekeeping is an operations department, which is responsible for cleanliness, maintenance and
aesthetic appeal of Guest Rooms, Public area, Back areas and surroundings of a hotel. They are also
responsible for the overall smooth operations in Laundry and any Flower requirements for the Hotel.
The below are the standards of Green Pak Hotels.

Review And Amendments

To ensure that the documents maintain consistency with our required practices, a review of each
policy document is required at least once a year.

Regularly reviewing policies and procedures keeps our organization up to date with regulations,
technology, and industry best practices. Policy review ensures that our policies are consistent and
effective.
 01. Duty Hours and Work Schedule
Commencing work
 All employees to make sure to enter the hotel minimum 15 minutes before your actual duty
starts.
 All employees enter the hotel by the staff entrance only and register your attendance through
fingerprint/biometric attendance machine.

Log-in
 See that you proceed to the fingerprint scanner and Signature Book to log IN & OUT of the
hotel.

Pick up your uniform.

 See that you pick up a clean uniform at the housekeeping.
 See that you inspect your uniform for stains, etc. and exchange it if necessary.
 Inform your supervisor if uniform is not ready and await alternatives or approval before
commencing work.
 See that your uniform is complete including nametag.

Report for duty

 All employees to report 5 minutes before your actual duty starts. This way you have efficient
time for handover with your colleague from the former shift.

02. Grooming Standards

 All employees must be well groomed, clean, and neatly dressed; hence all employees should
shower fresh before the commencement of every shift.
 It is recommended that every staff member utilizes a deodorant.
 Employees will change their shirts/blouses, under garments and socks daily.
 Employees will wash their hands regularly during the day; always before coming on duty, and
always after eating, smoking or using the toilet.
 Employees will always wash their hands before handling food and will comply with all food
handling and food hygiene regulations.
 Hair - collar length for men. Women with hair below the shoulders must have their hair tied
back away from the face. All women with hair beyond shoulder length should tie their hair to
a bun and cover with a bun net.
 Hair must be clean, well maintained, and neat always.
 For men moustaches and beard under lips (goat beard) are not acceptable.
 Beards are not acceptable for any employee.
 Sideburns lengths are acceptable up to earlobe length, and no wider than 2.5cm and well-
trimmed.
 The discreet use of appropriate make-up and jewelry are essential elements of being well
groomed.
  Stud earrings or small hoops, one per ear, may be worn only by female employees. No
earrings are permitted for men.
 No bracelets are to be worn by uniformed staff.
 No other jewelry may be worn on or pierced to any part of the body.
 Make-up, perfume and aftershave should not be overpowering to guests and employees.
 Nails are to be clean and neatly trimmed. Nail polishes for women are not allowed due to
Hygiene Standards.
 Visible body piercing and tattoos are not permitted.

03. Communication Standards

 Communication channels will flow in all directions, up and down, from side to side, between
individuals and between employees and guests.
 The Department Head will be responsible for recommending and assisting in implementing
effective and efficient communication channels.
 Any calls or communication from corporate office to be responded and handled at the same
time. Calls from corporate office to be picked up even during the meetings and briefings.
 Communications Program will consist of the following as a minimum:
 Meetings
 Briefings
 Memos / Written Communications
 Notice boards.
 Logbooks
 Service Committee
Meetings:

 Meetings will be arranged by the department head in accordance with their individual
requirements. The frequency of meetings will be detailed in the Communications Program
based on the individual operating business demand.
 All meetings will work to an agenda and will be minute. Minutes of meetings will detail
action to be taken, by whom, and by when. Meetings in general should not last more than
one hour.
 At the various meetings employees will be informed and updated on issues regarding Hotel
operations and specific information relating to their department. This will include
developments, financial positions, successes, failures, feedback, complaints, products,
promotions, etc.
 Copies of minutes from meetings will be forwarded to all attendees, Department Head and
other relevant individuals. Where appropriate, a copy will also be placed on the Employee
Notice Board.
 Effective meetings will reduce or eliminate the need for memos, as all relevant information
will be covered during the meetings and in the minutes.

Briefings:
  Department Head/ Supervisor will hold a briefing with his/her employees at the beginning of
each day and/or at the beginning of each shift.

 For best results employees completing their shift and employees commencing their
shift should be present in order that relevant information can be passed on and shared
between the two teams.
 Briefings should be ‘brief’ lasting 15 — 20 minutes maximum.
 Briefings need to be minute, but they would not require a present agenda.

Memos / Written Communications:

 The use of memos and written communications within Green Pak hotels should be kept
based on the business demand.
 All written and verbal communication should be in English, or a combination of English and
the local language used.
 Effectively run and managed meetings will assist in the above standard being achieved.
 Memos and written communications should be sent and copied only to those people for
whom the contents are relevant.
 Where possible a memo or written communication should be put on notice boards or
circulated, rather than copies being produced for all recipients.
 Efforts should be made to fully utilize the facility of e-mail for memos and written
communications.

Notice Boards:

 The department must have an Employee Notice board.

 It is the responsibility of the Department Head to ensure that the contents of this board are
kept up to date and well maintained.
 The board will be placed in an area which has a high level of employee traffic, e.g., close to
the briefing area.

Logbooks:
 Logbooks should be kept in briefing area to ensure that important information is
recorded & shared consistently and across different shifts to all team members.
 It is the responsibility of the Supervisor/ Department Head, to ensure that all their
employees read & use the logbooks correctly and regularly.
 At no time must the logbooks be shown to parties external of the department unless
clearance is obtained by the Head of Operations AMHM.
 Logs should be clear, concise, and written with a pen (permanent ink), with the relevant
details as follows clearly defined:
o Who: Person(s) concerned in a specific log entry
o What: Nature of the issue that the entry is about
o Where: Areas of concern
o When: Dates, time, and situations
o Why: Reason(s) why such issues transpired/should transpire
 o How much (if relevant): Any cost implications, compensations involved.
 All issues must be followed up and resolved as soon as possible and logbooks must be
kept for at least 6 months after completion (longer for certain logs)
 All team members after reading and understand the contents are to sign on the page of
the information confirming her/his understanding.
 Should team members do not understand or need further clarifications, she/he needs to
clarify with their immediate manager/supervisors.

04. Creating Work Schedule/ Duty Hours

Schedule the Plan

 All employee schedule to be made weekly and this will be made by Weekend for the next
week.
 Consider any employee request (if any) before preparing the schedule.
 Rotate the schedule at least every month for the split shift, evening shift and morning
shift.

05. Before Starting the Shift

Sign in/ out.

 Sign into biometric attendance machine at the beginning of the shift and sign out at the
end of the shift.
 Report 15 minutes before the shift time to prepare/ plan ourselves for our shift.

Collect Report
 Sign the respective keys (rooms and pantry)

Follow the work assignment sheet.

 Collect the floor report from the supervisor and go through the report for any question.

Check guest room corridors.

 Ensure that the guest corridor, lift landing is clean, at the same time watch out for any
garbage outside the rooms and remove it.
 Check that fire exits are not blocked and are always free.
 Check for any clearance and coordinate accordingly.
 Check for any hazards in the area and report them immediately.

06. Preparing Housekeeping Attendant Trolley

 The Housekeeping trolley can be viewed as a large toolbox on wheels to aid the housekeeping
employees. The following points to be considered before loading the trolley.
  Load the trolley only with adequate supplies depending upon the number and types of
rooms on the floor.
 Avoid overloading the trolley that may lead to accidents.
 Avoid underloading the trolley that may lead to unnecessary trips to supply store.

The standard for setting & using trolley is as follows.

 Empty the trolley and check for any breakages or damage.
 Clean the trolley by dusting and wiping stains.
 Place the items according to their weight, heaviest at the bottom and lighter items at the top
section of the trolley.
 Place the linen for different purposes separately.
 Close the lids of cleaner bottles and lids of cans tightly.
 Always Park the trolley in the corner, open side facing the walls. While cleaning the room,
park the trolley in front of the room so that room entrance is blocked (open side of trolley to
face the guest room door).

07. Entering to Guest Room

Check the door if double lock or DND.

 Approach the door of guest room.
 Make sure that you check the assignment sheet to find the guest’s name.
 Observe the sign on the door, if there is a DND sign, come back later.
 If the sign is on until 15:00Hours, inform the supervisor.
 Check if the room is double locked by swiping the key. If it’s double locked come back
later.
 Knock the door and announce ‘Housekeeping’ with a pleasant & clear voice. Wait for
another 5 seconds, if there is no response from the room, then knock on the door again
following the same procedure. Wait for 5 seconds, if no responses from the room, then
knock on the door again following the same procedure.
 After knocking 3 times, Open the door slightly and announce housekeeping. If the guest
is sleeping inside, withdraw from the room silently. In case the guest answers, ask them if
we can service their room now. If guests inform to perform the service later, acknowledge
their reply and withdraw from the room.
 If no guest is there, open the door and place the door stopper, so you have enough light in
the room.

Greeting the guest

 If the guest opens the door/ replies back say “Good Morning/ Afternoon/ Evening
Mr./Ms. John I am XYZ (name) your room attendant, may I make up your room please?
Proceed if the guest agrees or come back at the requested time.
 Place the trolley outside the door and leave the door open while cleaning.

Preparing the room for cleaning

  Check if all the lights are functioning or not. Make sure that there are no visible damages
appeared.
 Empty all the rubbish & ashtray from guest room and bathroom into the trash cart of
trolley.
 Strip all the bed linen and used towels from the room.
 Pick up used glasses, mugs & ashtrays and place them on the bathroom counter.

08. Bed Making Procedure

 Open the heavy curtains and allow natural light to enter the room.
 Remove any item belonging to the guest on the bed and place separately folded on the sofa
(for service rooms) for Departed rooms go ahead with the next procedure
 Lessen the two corners at the foot of the bed.
 Remove the duvet covers and place the duvet on the sofa.
 Never leave any linen on the floor, place in the trolley, if the trolley is full, remove all the
dirty linen put it inside the linen bag and bring it down to the linen room.
 Check the mattress protector for the stains and change if required.
 Put the bed away from the wall (use a sitting posture)
 Start at the bottom of the bed.
 Spread at the bottom of the bed.
 Spread the bottom sheet in front of you along the length of the bed.
 Tuck the sheet under the mattresses with the palm of your hand facing down.
 Miter the corners of the bottom of the bed. (Mitering is the process of making an envelope
fold at the mattresses.
 Begin mitering with sheets hanging loosely over the side of the bed.
 Grab the loose end sheet above one foot of the corner and pull it up at 45 degrees angle
folding on the flap.
 Tuck in the part hanging over the mattress and then the flap.
 Open the duvet cover, hold two closed ends and turn it to the close ends of the duvet cover to
duvet. Lift up and shake, holding the duvet along the length of the bed. Place the duvet well
on the bed.
 Move on to the head of the bed and fold the duvet tightly. (Should be 1 ft. from the head of
the bed)

Change the pillowcases.

 Insert pillow into pillowcases.
 Fluff up the pillow.
 Place the pillow on the bed.
 Touch the pillowcases and the bed linen as little as possible.
 The pillows should fit in the fold.
 All the four pillows should be in slanting position.
 In case of stains and damages should be changed immediately and reported.

Place the bed back in position.

 Move to the head of the bed and place the pillow at the head of the bed.
 Vacuum behind the bed & push the bed back to its place.
  Bed to be pushed back only after you have done the vacuuming and cleaning of the headboard
side.

09. Removing Dirty Linen

Remove dirty linen.

 Used Bed linen and bathroom linen to be removed and placed directly into the trolley.
 No linen will be destroyed over the room, place everything straight into the trolley.
 Check before removing any lost or forgotten items in the linen.
 Check linen one by one to avoid guest items sent to the laundry.
 Note down the required items you need, to avoid going many times to the pantry.

Soiled Linen
 Separate the soiled linen from the clean linen.
 Soiled linen to be returned to the linen pantry. Emptied into the linen container.

Stained linen
 Soiled linen with heavy stains (blood etc) to be kept in separate bag for precaution.
 Keep it separate in the floor pantry for the linen runner and special treatment in the
laundry, inform, supervisor.

Stained/ Damaged pillows, bed spread and duvets.

 Stained and damaged pillows, bed spread and blankets to be kept separate in the pantry.
All damage has to be reported to the housekeeping Supervisor.
 Send to laundry for processing, stain removal and washing.

10. Cleaning the Bathroom

Tools
 1 bottle toilet cleaner
 1 bottle multipurpose cleaner
 1 bottle air freshener
 2 sponges
 1 hygiene Mop
 1 toothbrush
 1 pair of gloves
 4 dusters
 1 glass cloth
 1 w. c. brush
 1 hard brush for the shower area
Cleaning glassware and ashtrays
 Soak the mugs in hot water for two minutes.
 Clean and wipe dry with glass towel.
 Soak ashtray, soap dishes bathroom tumblers in hot water
 Scrub and clean the soap dish ashtray and the bathroom tumblers.
 Wipe dry and place back in the room.
 Empty the bins clean and wipe the bins.

Cleaning Water Closet

 Flush the W/C.
 Wear hand gloves.
 Lift the toilet seat and leave it resting against the tank.
 Spray toilet cleaner in the toilet bowl.
 Brush all areas of toilet bowl using the toilet brush.
 Flush the toilet and continue to scrub.
 Spray all-purpose cleaner to sponge and clean the rim and outside of toilet bowl.
 Wipe the toilet surfaces and fixtures dry using a duster.

Placing the supplies

 Place the towels in the respected area. Ensure that the towels are clean, fresh and there are
no loose threads around.
 Place the amenities. Ensure that the amenities are free of water marks, not open and used.
 Ensure that the linen tags are tucked in. and there are no loose threads.

Mop the floor.

 Spray air freshener on the ceiling and corners
 Mop and dry the floor. Ensure that the corners are wiped and dried.

11. Cleaning, Dusting & Arranging the Room

Dusting high level to low level

 Wipe all surfaces with a clean damp cloth.
 Start from one end of the room and finish at the other end (clockwise or
counterclockwise).
 Ensure that all the areas are covered.
 Tidy guest items but never re-arrange or relocate them. Fold items, keep shoes tidy
together, pick up items from floor and fold. Place it on a chair or bed bench.
 All equipment in the room to be dusted & sanitized properly.

Window glasses are clean.

 Clean window glasses with a duster and glass cleaner.
Replenishing supplies
 Check the stationery, pens, and the other amenities in the room and make sure that they
are replenished in the prescribed quantities (based on occupancy) daily.

Checking equipment lights etc.

 Ensure that all equipment is in good condition.
 Clean all electric equipment (Water kettle, Minibar etc.) spotlessly.
 Report immediately any damage or broken items to the order taker and follow up to fix
the problem.

Vacuuming
 Start at the work corner farthest from the entrance door and work the way out of the room
towards the corridor and part of the corridor.
 Vacuum skirting of the carpets and edges.
 Vacuum to be stored in the housekeeping pantry.
 Vacuum to be in good working condition and free of exposed wires.
 Check for filter, bags, and condition of Vacuum before starting and after end of every
shift.

Mopping the Floor

 Spray air freshener on the ceiling and corners
 Mop and dry the floor. Ensure that the corners are wiped and dried.

12. Inspecting Rooms after Cleaning for the Occupied Room

As we finish cleaning the room, we need to keep the guest room ready for Supervisor inspection.

 A room inspection is conducted to ensure that the room is prepared as per standards. This
is usually done using a checklist.
 After inspecting the room, all the missed areas (if any) need to be completed.
 The room to be changed to inspected status in system after the final inspection from
Supervisor/ Executive Housekeeper.

13. Cleaning Guest Corridor, Public Area, Elevators & Back of the
House

Cleaning Guest Corridor

 The floor corridor must be cleaned at least once a day based on guest traffic and
occupancy.
 Sweep the corridor from corner to corner with a feather brush.
 Dust the fittings and skirting with a duster.
 Mop the floor with a long handle mop.
 Clean the corridor in parts.
  Corridors with carpet must be vacuumed.
 The corners and edges of the carpet are cleaned with the nozzle of the vacuum cleaner.
 Carpet shampooing should be scheduled only during off season or low occupancy.
 Dust the light fittings, artwork frame and glass with feather brush and duster.
 Any burned-out light bulbs should be replaced.
 Sprinklers should also be dusted and checked for proper functioning.
 If any marks, stains or smudges are found on the corridor wall, then the same to be
cleaned immediately.
 All guest corridor areas to be always spotlessly clean.

Cleaning Balcony/ Patios

 Enter the balcony and spray on walls and railings.
 Scrub and clean the bird droppings or dust or sand if any.
 Wipe down the chairs and table if any.
 Sweep and mop the floor while leaving. Mop from the last corner to the balcony door and
then close it once it is cleaned.

Cleaning Front Office/ Lobby

 Clear all ashtrays into the trash ensuring no cigarettes are burning.
 Clean and restore them to proper places.
 Clear the dustbins near the front office desk.
 Dust and wipe the telephone device, fax machine, Computers, and kiosks.
 Sanitize the telephone device, computer keyboard, and touchpad of the kiosk.
 Perform high level dusting in the lobby.
 Remove the dust deposited on walls, windows, furniture, and floor.
 Remove stains on the carpet and furniture.
 Clean all artifacts using damp and soft cloth carefully.
 Sweep and mop the flooring of lobby and front office desk area.
 Dust and polish any vases, paintings, and art pieces.
 Clear all ashtrays from portico area into the trash ensuring that no cigarettes are burning.
 Always use a caution sign while working on the wet floor.

Cleaning Elevators
 Wipe the guest elevator doors so that they are free from dust grease or finger marks.
 Vacuum the lift grooves.
 Clean and wipe the lift using appropriate cleaning spray. Carefully wipe around the
display screen.
 Clean from top to bottom while cleaning the lift cabin.
 Wet mop the floor lifts area and any marble granite.
 Always use a clean mop cloth.
 Always use a caution sign while working on the wet floor.

Cleaning Parking Areas

 Remove waste and clean the floor.

  Clear the ashtrays from parking area into the trash.
 Clear the dustbins in the parking area.
 Collect and dispose of any debris appropriately.

Cleaning Dining Areas

 Collect all the cleaning equipment and observe the area to plan work.
 Move all chairs away from the table to make room for cleaning.
 Remove any food stains from floor or furniture using appropriate cleaner.
 Sweep and mop the floor if there is no carpet found.
 Clean and disinfect the telephone devices in the outlets.
 If the requirement of maintenance is spotted, raise a job order to engineering department
and follow up for completion.
 If any guest items are found, check with outlet employees, and then deposit them in the
housekeeping office as lost & found.

Cleaning Swimming Pool area

 Check for water quality and for any broken tiles around the pool area.
 Keep the poolside area and basking chairs clean.
 Clean Recreation, SPA and gym thoroughly using a mop.
 Remove trash from recreation & pool area.
 Check and keep changing rooms up to good quality.
 Remove soiled towels from the pool area and leave it in soiled area.
 Remove any unattended guest items and check with recreation team before depositing the
same in housekeeping office as Lost & Found.

Cleaning Offices

 Clear the dustbins in the office.

 Visually check for any debris or paper in the area and dispose of them off.
 If there are any spots or stains in the floor walls, carpets, furniture, or baseboards, need to
be removed and wiped.
 Mop and sweep the floor neatly from the furthest corner to the door.

14. Floor Corridor Cleaning & Staircase

Mop the marble floor and staircase.

 Use a hygiene mop to clean the marble.
 Start mopping from the lift and come out of the far end.
 Make sure that there is no left over found.
 Ensure that you have wet floor signs in both sides of the corridor.

15. Turndown Service

Turn down service.

  Turn down service shall be given to a room not before 17:00hrs and not later than 21:00
hrs.
 Check the status of the room; make a note in the Room Attendant checklist.
 Park the trolley in front of the room.
 Knock the door and follow the same procedure as morning service.
 If there is no response, then open the door slowly.
 Is there a guest’s response? (Yes), greet the guest, seek permission to render the service.
 Place the “Service in progress” card and enter the room.
 Remove the garbage from the room and empty it into the garbage bag.
 Clear and replace used cutlery/ crockery and glassware.
 Remove bed runner. Fold as per standard and place it in the designated area.
 Turn the bed close to the telephone unless specified by the guest.
 Replenish amenities which are consumed more than 50%.
 Draw the curtain full and ensure no light entering the room from outside and the fall of
the curtain should be equal.
 Is bathroom used? (Yes) clean the bathroom. Replace linen which is on the floor or
completely wet. In case any linen hung for drying leave it/ provides additional linen.
 Replenish amenities which are consumed more than 50%.
 Place the bathmat on the floor near shower cubicle/ bathtub.
 Remove the service in progress card and door stopper.
 If the guest is in, thank the guest and wish the guest and leave the room closing the door.
Otherwise remove the card from the power saving socket.
 Enter the details in Room Attendant’s checklist.

16. Preparing Occupancy & Discrepancy Report

Prepare occupancy/ Discrepancy report.

Vacant or Arrival Rooms

 Physical check of all vacant and arrival rooms to know the status.

Occupied Rooms

 Check the number of persons occupying the room.

 Report all the rooms, which do not have luggage.
 Report any damage or unusual occurances.
 The final report to be handed over to housekeeping desk/ supervisor by 17:00 Hrs.
 As soon as the room attendant informs any discrepancy the supervisor should cross check
and update it on the system.

Desk coordinator/Supervisor (Occupancy report compilation)

 Update room status and print out discrepancy report, and one copy for HK file. Make sure
that the housekeeper on duty is informed all the discrepancy.
 Second copy of the discrepancy report to be handed over to Front Office Team.
Room Status Terminology
 Not every room status will occur for each and every guest during their stay at the hotel.
 Changes in below mentioned status should be promptly communicated to the front office in
order to maximize the room sales and revenue.
 Maintaining timely housekeeping status requires close coordination and cooperation between
the front desk and the house keeping department

 Occupied: A guest is currently occupied in the room

 Stay over: The guest is not expected to check out today and will remain at least one more
night.

 On-Change: The guest has departed, but the room has not yet been cleaned and ready for
sale.

 Do Not Disturb: The guest has requested not to be disturbed.

 Cleaning in progress: Room attendant is currently cleaning this room.

 Sleep-out: A guest is registered to the room, but the bed has not been used.

 On-Queue: Guest has arrived at the hotel, but the room assigned is not yet ready. In such
cases the room is put on Queue status for the housekeeping staff to prioritize such rooms
first.

 Skipper: The guest has left the hotel without making arrangements to settle his or her
account.

 Vacant and ready: The room has been cleaned and inspected and is ready for an arriving
guest.

 Out of Order (OOO): Rooms kept out of order are not sellable and these rooms are
deducted from the hotel’s inventory. A room may be out-of-order for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning etc.

 Out of Service (OOS): Rooms kept out of service are not deducted from the hotel
inventory. This is a temporary blocking and reasons may be bulb fuse, T V remote not
working, Kettle not working etc. These rooms are not assigned to the guest once these
small maintenance issues are fixed.

 Lock out: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official.

 DNCO (did not check out): The guest made arrangements to settle his or her bills (and
thus not a skipper) but left without informing the front desk.
  Due Out: The room is expected to become vacant after the following guest checks out.

 Check-Out: The guest has settled his or her account, returned the room keys, and left the
hotel.

 Late Checkout: The guest has requested and is being allowed to check out later than the
normal / standard departure time of the hotel.

17. Care & Maintenance of Equipment

Clean and check the vacuum cleaner bag.

 Empty vacuum bag or container directly into a plastic bag preferably inside the pantry.

Check for dirt.

 Replace bag.
 Wipe outside of vacuum cleaner with dampened cloth including cords.
 Check the cord for any damages.
 Check cords for frays or visible wires, if there are none, properly wind on machine.

Other equipment’s
 All the equipment requires cleaning and correct storage (Floor pantry) example: scrubbing
machine, shampooing machine.
 Any out of order or broken equipment must be reported immediately to the supervisor.
 Report any frayed electrical cables or insulation cover or any damaged wiring to supervisor
immediately.
 All equipment is to be emptied of water/ chemicals before storing.

18. Setting up Caddie Baskets

Caddie Basket
 Must be clean and dry.
 Clean, tidy and presentable caddie well equipped with supplies.
 Prepare your cleaning supplies basket for the day

Items:
 Chemicals
 Duster
 W/C brush
 Hand squeeze
 Scraper
 2 sponge
Place the chemical bottles.
 Make sure that all the bottles are with the correct labels.
 Toilet cleaner, multi purpose cleaner, glass cleaner and air freshner.
 Fill up the re-useable bottles from the dispensers.
 Not allowed to bring own chemicals from out side.
 Do not store chemicals in any other bottles.

Place the toilet cleaning sponge and dusters in separate slot.

 Put a sponge along with a toilet brush and sponge for other cleaning purposes in separate
slots.
 Toilet carry harmful bacteria so it is essential that the sponge used to wash the outside of the
toilet bowl and lid is separate from the sponge used to cleanthe sink, bath, glasses etc.

19. Cleaning the Caddie Supply

Clean, refill Caddy for the next shift

 Caddy set up:
 1 WC cleaner
 1 Multi purpose cleaner
 1 Glass cleaner
 1 Air freshner
 1 Bath room sponge
 1 sponge – multi purpose
 4 duster
 1 Glass cloth
 1 WC brush
 1 hand squeeze
 1 pair of hand gloves
 1 scrapper
 Clean chemical bottles with the sponge
 Refill chemical bottles – (chemical dispenser), take the bottle and place it under the dispenser
– fill water till the mark and push twice ( 2 squats of chemical only )
 Remove all debris, from the caddy.
 Clean the caddy with the sponge.
 Wipe with dry cloth and place the items back
 Make sure the caddy is ready with set up for the next day.

20. Handover of Keys & Reports

Handover of reports
 Show the assignment report to the supervisor concerned and collect his signature.
 Bring the report to the housekeeping office.
  Handover keys to the order taker.
 Ensure the order taker receive the keys and registers in the log book.
 Hand over the reports to the order taker.
 Report any special messages or specific guest requirement.
 Never handover your keys to anybody.
 Never open doors for anybody; including guest ( only if you are very sure about the room
number of a guest and you know him by face then you can open).
 Report any missing or damaged keys immediately.
 Always sign in and sign out for your keys.

21. Cleaning Service Area

 Mop the floor of the service area

 Ensure that service area is clean and dry
 Make sure the bins are emptied before it is full.

22. Mattress Turning

 Every matress must be turned quaterly (4 times a year)

 Turn in an opposite direction from the previous month as label assigned at the end of the
mattress.
 Check the matress for any damages.
 Bed base, bed skirting and under the bed to be clean prior to replacing or turning.
 Make sure that the matress is free of holes and tear.
 The label for the current month should come on top and also on the foot side.
 Stay on correct postures while lifting the matress.
 Ensure you have enough help, call the supervisor, for any assistance.
 Move the bed in front so that there is enough space to turn the matress. Be careful of any
breakable items.
 Report any damages to the supervisor immediately ( bed skirting stained, matress torn etc)

23. Lost & Found Procedure

Any item left behind by Guest or employee in rooms & public areas which is brought under the
attention of management is called “Lost & Found Items”. The below is the procedure for Lost and
Found.

Reporting Lost & Found

 Any unattended items spotted by employees should be reported immediately to the
Housekeeping Office.
 All items received will be recorded in a Lost & Found register and the item will be tagged.
 All Lost & found items tagged in a slip should have the below mentioned details.
o Date
o Location
o Found By
 o Description of the item
 All items that can be washed are sent to laundry before being stored.
 In case we know the owner of the item, Duty Manager or FOM must contact the guest by
phone or email informing them the details of the items found.
 Housekeeping order taker enters all the details in logbook for Lost & Found which has the
following details.
o Serial number
o Date
o Location
o Description of the item
o Name of the finder
o Received by
o Signature of Receiver
o Remarks
 All the items are then placed in the Lost & Found cupboard in the housekeeping office.
 Lost & Found items fall under three categories Valuable, non-valuable & Perishable items.

Valuable Items
 Items such as Cash, Credit card, Watch, Camera, Jewelry, expensive clothes & accessories
etc. are considered as valuable items.
 Items such as Passports, Identification cards, Air ticket, driving licenses etc. after proper
recording must be surrendered to Front Office department (Duty Manager/ FOM) for
immediate follow up and safekeeping. The Duty Manager/ FOM must try to contact the
relevant parties for notifying the items found. (Example – Notify embassy for the found
passport, Company for ID card etc.)
 These items must be stored in the custody of Housekeeping for a maximum period of 1
month.
 After 1 month the Executive Housekeeper with Security will make a record of the items and
handover to the Local police authorities.

Non-Valuable Items
 Any other items that are not valuable like clothing, shoes, belt, toys, magazines etc. are
considered as non-valuable items.
 All non-valuable items are kept in lost & found for 6 months. If the owner did not claim these
items in the interim, then it is returned back to the finder.
 All items issued to the finder must be through a gate pass after obtaining signature in the Lost
& Found register.

Perishables & Alcohol Items

 Food Items like fruits, biscuits, candies etc. are termed as perishable items. Any alcohol is
considered a perishable item.
 These items will only have a lost & found slip and do not require to be registered in logbook.
  All perishable items are to be disposed within 48 hours from receiving in the presence of
Security.

Retrieving Lost & Found Items

 Any enquiries about Lost & Found through emails or phone calls will be handled by the Front
Office department.
 The owner describes the items specifically and after cross verification these items will be
retrieved back to the owner.
 The retriever is asked to sign the logbook before taking the items from the lost & found
section.
 In the case of items that need to be sent through courier or postage, the owner will be
responsible for the payment of postage.
 If a messenger is sent to collect items, HE/ she needs to have an authorization and need to
describe the items before retrieving them.
 All claimants provide their identification documents and the copy of the same is kept for
record purpose.

24. Safety Procedures

Regulations prescribed by the hotel.

 Sign in /out from the guest room using the master keys.
 Do not hand over the keys to anyone
 Report immediately missing keys.
 Do not open the doors for anyone including guest.
 Never leave a guest room door open if you need to leave the room
 Report immediately any valuable items or money in occupied rooms to the housekeeping desk
who in turn will inform the duty manager and duty security.
 Report report safe deposit box found open in occupied rooms.
 Report closed safe deposit safes in vacant rooms.
 In both cases mentioned above a DO NOT DISTURB sign has to be put when you leave the
room.
 Report any occupied room main door found open
 Report, any unsual incidents or persons around the floor.

25. Handling of Chemicals

Safe use of chemicals for cleaning purposes

 Chemicals and cleaning agents should be used only according to the instructions and
specification given by the company.
 Always wear gloves when using strong cleaning agents.
 While spraying chemicals ensure that only the area that has to be cleaned is sprayed.
 While cleaning occupied rooms, make sured that guest articles is cleared before spraying.
  Do not mix two or more cleaning solutions together.
 Each cleaning meant for cleaning a particular surface must be used only for that specific
purposes.
 All labels on chemicals should be clear and visible.
 Ensure that the right chemicals are used for the cleaning purpose.
 Read all instruction labels carefully prior to use.
Cleaning solutions to be non- hazardous, non irritable and should not leave strong odor in the room.

26. Safety Tips

Lifting heavy objects (Ergonomics)

 Test the weight of the object before lifting.
 Maintain balance by placing one foot along side the object while placing the other foot behind
the object.
 Keep your back straight and knees bent. Put the weight on your legs and not on your back.
 Tuck in your chin and neck to prevent strain.
 Use your palms for a firm grip, not just your fingers.
 Tuck in your arms and elbows to keep your body weight centered.

Safety in service areas

 Keep the linen area neat and tidy.
 Do not vacuum and scrub over electrical wires.

Prevent slips and falls.

 Carpet to be free from trip hazards report any tears or holes.
 Remove foreign objects from the floor, which may cause a person to slip, such as spillage,
pencil, paper clips,etc.
 Report any broken edges.
 Always hold onto handrail when going up or down stairs. Walk one step at a time.
 Do not run or skip steps. Keep stairs clear.
 Stairs and corridors should be well lighted. Report any burned out bulbs.
 Shoes should be in good condition.
 Report hazardous condition such as loose stair rails, loose shower grab bars, broken or loose
chairs.
 Use step ladder to reach heights beyond or reach ladder should be in good condition. Open
fully and firmly footed. Avoid standing on edge of bathtub, toilets etc.

To prevent strains and pains

 To lift objects from the floor or beneath waist level do not bend from the waist which may
strain the back. Instead keep the back straight, bend the knees and from a squatting position
push with the leg muscles to rise to a standing position, keeping the back a straight as
possible. If an item to be lifted is too heavy for one person, get help rather than a risk of a
strain.
 While storing items on shelves, heavier items should be placed on the lower shelves for easier
handling.
  In transporting bulky supplies or equipments use a trolley or hand truck if possible. Do not
stack items above eye level.

Prevent cuts.
 Use a broom and dust pan to remove broken glass. Do not pick up by hand
 Used door knobs to open door and close doors. Do not hold on to the edge of doors to prevent
possibility of doors to prevent finger marks on doors
 Do not plunge hand into waste basket to pull out trash since trash may contain broken glass or
sharp objects. Instead empty waste basket directly, into trash container.
 Report any protruding nails, screws or splinters which may cause breakage of skin.

27. Housekeeping Pantry Usage

 The housekeeping department will have a pantry to keep the par supply of linen, cleaning
supplies, guest stationeries and amenities.
 The pantry should always have the linen required for circulation.
 Should have locked shelves to store linen and supplies.
 The Room attendant has to clean the pantry while beginning the shift and ending the shift.
 The pantry must always be neat and tidy.
 All the racks on the shelves must set with linen.
 The floor is swept thoroughly with Floor Cleaner / Bleach.
 Dust all the racks and pipes daily.
 Sweeping and mopping of pantry is done once in the morning after removing the trolleys, and
once at the end of the shift.
 The pantry has to be scrubbed with cleaning solution once a week.

28. Supervisor General Responsibilities

Take handover.
 Take a through and proper handover from previous shift supervisor.
 Note any specific requiremnets.
 Read the log book and note down any specific follow ups.

Conduct briefing.
 Conduct the briefing for every shift staff.
 Print out the list of arrivals, departures and traces for the day from the order taker.
 Print out the list of VIP arrivals, out of order/ out of service rooms, special requests etc.
 Communicate to the team regarding important informations/ memo and any internal
communications received from Executive Housekeeper.

Take care of guest room corridors.

 The guest corridors are to be kept spotless at all times.
 The following areas are to be clean:
  Furniture
 Ashtray
 Mirrors
 Pictures
 Skirting boards
 Windows
 Elevator doors
Coordinate with housekeeping desk.
 The supervisor to coordinate with the housekeeping control desk for day to day activities.
 Maintenance issues to be directed to the technician for rectification works with time
guidelines.
 Messages from front office to be passed on from desk to supervisor.
 Lost and found enquiries/ valuable in the room.
 Guest requests.
 Room status/discrepancies.

Training
 Identify training needs of staff
 Conduct on job training
 Ensure staff updated about events and functions in the hotel on a daily basis.

29. Supervisor Checking the Guest Rooms

 It is the responsibility of Supervisors to check and do the final inspection of Guest rooms
before releasing using the PMS.
 The room inspection is done using a checklist to ensure that all areas are covered as per the
Hotel standards.
 All rooms shuld be made inspected in PMS after checking and if it is as per standards.
 Any deviations in standards needs to be rectified before releasing the room.
 Rooms requiring further maintanence must be sent as work order and should be released after
the job is completed.
 Below is the sample checklist for inspecting a guest room.

Room Inspection Checklist

Date: Room No #.

Entrance / Bedroom Status Status

Main door, doorbell, door frame Balcony and furniture

Pictures\Fire evacuation plan Wardrobe

Walls Guest Hangers

A/C grill Guest Amenities

 Coffee kettle/ Coffee
Lights\Chandeliers\Smoke Detector
Maker
Decorative items Garbage bin

Glass/marble tops Fire Extinguisher

Furniture

Windows- Glass, frames, runners Bathroom Status

Floor Door\frame

Carpets Ceiling and AC grill

Curtains/ Blinds Lighting

Balcony and furniture Walls

Departure rooms are to be released only when you are sure that everything is in good condition
according to the standards

30. Supervisor Checking the Public Area

Clean spotless lobby, podium, and other public areas.

Checking rest rooms
 Need to check rest room light, walls, doors, toilets, sink, mirrors bins, floor, to ensure all
equipment are in good working condition, clean, and supplies well replenished.
 Spotless apperance of lobby rest rooms/ public areas.

Check lobby.
 Ensure the cleanliness of all furniture and properly arranged.
 Check the polish marble as per schedule in the night.

Check lobby guest elevator area.

 All glass doors and glasses are clean and spotless.
 All brass and chrome surfaces to have a shining look.

Check flowers/ plants.

 Ensure plants are in good condition.
 Flowers changed as per requirement.
 Make sure glass and window frame are cleaned properly.
 Arranged curtain, drapery in proper way.
 31. DND Procedure

 Every room has to be entered at least once a day by housekeeping employees.

 Generally, any guest who does not wish to have service will place “Privacy please” tag
outside the room.
 Below is the procedure for Do Not Disturb situations.

Servicing Rooms
 While servicing rooms, if do not disturb or “Privacy Please” tag is on the room, the same
to be informed to HK Supervisor and Front Office (through discrepancy report).
 Rooms displaying the “DND or Privacy Please” notice not to be disturbed.
 In all cases room attendants should avoid disturbing the guest.
Check-out Guests
 If the guest is due to check out, then do not disturb the DND room until check out.
 Once the expected checkout time is over, inform the housekeeping control desk or
supervisor that the guest room is still on DND.
 The housekeeping supervisor should call up the guest and enquire if the service is
required.
 In case there is no response from the guest room then, the supervisor should call up the
front desk and check if the guest had already checked out.
 After confirming that the guest had checked out then the room boy can enter the room
with do not disturb or privacy please sign.
 Other rooms where the room maids would delay on servicing is when the room is double
locked from inside.
 All DND rooms and actions taken should be mentioned in detail on the logbook.

In House Guest
 A DND or Privacy please sign clearly indicates that the room attendant should check later
if service is required.
 If there is no response till afternoon (2.00pm or 3.00 pm) then the housekeeping
supervisor should ring the guest and check if he / she requires the room to be serviced.
 Ask the guest if he or she requires fresh supplies (e.g.: Towels, linens etc.)
 When service is refused at (2.00pm or 3.00 pm), the evening room attendant has to clean
the room during evening service.
 If service is not provided during evening also then a note to be slipped under the door.
 When guest refuses service the floor supervisor / duty manager should call the guest and
arrange a convenient time for cleaning.
 If there is any suspicious or doubt about the room status or other incidents, then a
manager along with the security personnel should knock and enter the room with the
master key card.
 In some case guest might be un-well or some accident occurred which require urgent
intervention,
  The room should not remain without service for more than two days unless this is
specifically requested by the guest and approved by the general manager.

32. Baby Sitting Service

A babysitter service is received from the guest through the Front Office team and sent to
housekeeping team. The request is facilitated via a “Babysitter Request Form” and below is some
information that needs to be considered before getting the request.
 Room number
 Date & Time
 Guest Name
 Duration of Babysitting service
 How many children are to be taken care of.
 Child/ children name and age
 Confirm the charges.
 Child’s likes and dislikes and related information
 Guest Emergency contact number

Babysitter Request Form

Room
Date
Number
Requested
Guest Name
Date
Start Time End Time
No of Child Age
Child/ Children Name:
Contact Second
Number Number
Do you need babysitter to bathe child or change
the clothes?
Do you need babysitter to feed the child/
children?
Does the child require any medical attention? (If
Yes, Specify)
Does the child have any dietary requirement? (If
Yes, Specify)
Special Requests/ Remarks:

Sample Babysitter Request Form

Babysitter to consider the below.

 Should arrive 15 minutes before the prior time and escorted by HK Supervisor or Duty
Manager.
 Babysitter to carry the copy of the form with the guest signature.
  Take the signature from the guest once the sitting session is completed to calculate the time
and charges.
 Should not allow baby/ child to play with electrical appliance, water taps, matches and any
other potential hazard.
 Should not carry the child/ baby outside the room unless it’s an emergency.
 Should report to Housekeeping Manager or Duty Manager in case of injury or illness to child.

33. Out of Order and Out of Service Rooms

Out of order
 Only rooms which are not sellable for different reasons and cant be repaired on the same
day:
 Renovation
 Damage
 Leakage
 AC
Out of service
 Rooms which are blocked for different reasons and can be released on the same day.
 Maintenance
 Special cleaning
 Bad smell

34. How to set Bathmat in Guest Rooms

 Make sure the bath mats are clean, with out spots and loose ends.
 Place bath mat on top of W/C cover

35. How to set Toilet Rolls in Bathroom

Collect the toilet rolls.

 Collect toilet rolls from Housekeeping Office/Pantry .
 Ensure the roll is free of damages and at least ¾ full.
 Check the holder for any damages. If any, inform Supervisor/Desk Coordinator immediately.

Present the toilet rolls.

 Insert the toilet roll into the holder.
 Make sure the end is folded in a triangle shape.
 Put a tissue cover with logo on the additional tissue and place it on top of Flush Tank/Vanity
Counter.

36. Presentation of Bedroom & Bathroom Bins

 Empty the garbage and wipe the bins.
 Wash the bins if any spillage or foul smell.
 Present the bins with liner inside (applicable only for bedroom bins).
 Ensure the bin is cleaned and free of stains.

37. Presentation of Bath Towels

 Two bath towels will be kept generally per room. Towels are kept in the occupied rooms
depending upon the number of people in room.
 Must be free of odors freshly laundered, white in color, free of loose threads.
 Make a three way fold on length wise ( equal halves on left and right side).
 Must be in square shape and make sure.
 Folded towels should be placed on the rack with closed side facing in front.
 38. Presentation of Bidet & Hand Towel

 Hand towels – 2pcs & Bidet Towel – 1 Pc are kept per room.
 Make sure that the towels are clean, smell fresh and free of stains and loose threads.
 Check the towel holder that is clean and free of water marks and fixed properly with the
counter.
 The towel should be equally folded and to be hang with the equal length at both ends.
 Hand towels are hanged in the hand towel holder and Bidet towel is hanged in the holder near
Bidet.

39. Presentation of Ash Tray

 Collect the ashtrays from the bedroom and Balcony.

 Empty the butts and ashes in garbage. Make sure the butts are without fire.
 Clean the ashtrays and wipe and dry.
 Ensure the ashtrays are free of smudges and not chipped.
 Ashtrays have to be pleaced with Green Pak Hotels Matchbox.

40. Presentation of In Room Safe

Check the safe

 Safe to be kept unlocked and to be in good working condition.
 Make sure that the safe is clean and free of any marks.
 Check the door can be open smoothly without any noise.
 Using the safe instruction card, all rooms safe boxes needs to checked everyday.
 Inform the desk coordinator/supervisor, if the door is closed in the checkout room.
 Safe box must be left open and the Safe instruction card to be place on top of safe box.

41. Laundry Procedures

Green Pak Hotels Laundry has a basic cycle of operations with the below process.

Collecting Soiled Linen/ Clothes

 Housekeeping/ Laundry employees are responsible for collecting guest Linen and soiled linen
on a daily basis.
 Employees should go for frequent rounds to collect soiled linen from the rooms or pantries.
 Supervisors must ensure that soiled linen is not piling up in the pantry from time to time.
 All soiled linens are transported to laundry using a trolley.
 Guest laundries are carried using the laundry bag to the washing area.
Sorting of Linens & Uniform
 All laundry employees wear gloves while sorting.
 Check all the pockets of the uniform for pens, pencils, coins etc. and remove them.
 Remove any stained linen and send it separately for spotting.
 Guess laundry to be sorted and marked based on the instructions/ or fabric base.
 Sort them according to their types like Bed sheets separate, Pillowcases separate etc.
 Place the sorted items for further processing accordingly (Washing separate, dry-cleaning
separate etc.)

Washing & Dry cleaning

 All soiled items are processed separately for washing and dry cleaning.
 Be careful while loading the items in washers and ensure that we are not overloading.
 All soiled items are to be washed or dry cleaned as per the capacity of the machine. Need to
have full load before using the machines.
 If required some soiled linens are sent for prewashing treatment (spotting, stain removal etc.)
based on the stains.

Drying & Pressing

 After the washing cycle is completed, all washed items are sent for drying.
 Linens are sent in calendar machine for drying and pressing.
 The drying temperature varies according to the fabric of the linen.
 All drying should be followed by a gradual cool down process.
 Uniforms to be neatly pressed and arranged as per the department racks.
 All guest laundry is to be wrapped before delivery to the guest room.

42. Releasing PPM Rooms

All rooms in Green Pak Hotels to undergo a comprehensive PPM (Planned Preventive Maintenance)
schedule once in a year. The below is the standard for releasing PPM rooms and make them
completely operational.
 All PPM rooms after completion from the engineering team should be serviced by
Housekeeping.
 After service is completed, it is the responsibility of HK Supervisor to check the PPM room.
This inspection is done, and room status marked in system.
 Final inspection of the room is done by Executive Housekeeper, Front Office Manager &
Chief Engineer and make sure that all planned maintenance works are completed.
 Below is the PPM room inspection checklist sample for guidance.
PPM Room Inspection Checklist
PPM Work order number: Room No: Room No:
Date Date
Date Completed:
Duration (Hrs):

MR Required

MR Required
Satisfactory

Satisfactory
Repaired

Repaired
Description
ENTRANCE
1 Key Card Operation and battery life
2 Door Lock & Double Lock operation
3 Door Hinges, secure, lubricate & clean
4 Fire Exit Plan and Security Instructions
5 Door Security viewer and door safety Guard
6 Doorbell Operation
7 Door and framework paint touch up / polish.
8 Check operation of all switches.

9
Check all lights in good condition and have correct bulbs installed

43. Pest Control

 Each guest room and public areas must be inspected daily for any kinds of pests.
 Inspections by Housekeeping and other hotel associates are the most proactive measures
against pests.
 Associates must report any indication of pests to the housekeeping office and Administrator
will record the incident in the Pest Control Logbook and to report to the pest control company
representative immediately.

44. How to Clean Window Glass

 Collect Glass cleaner bottle, Applicator and squeegee, bucket & dusters.
 Make a quadruple fold by joining the four corners of the duster together two times.
To ease the cleaning process and use the duster multiple times.
 Spray the all-purpose cleaner using the spray nozzle from the spray can.
 Spray three squirts into the applicator
 Start from top to bottom.
  Apply horizontal, from left to right and motion overlapping.
 Use the same motion as earlier and wipe out the chemical.
 Clean the edges of the glass with the folded duster.
 Ensure all edges dry without dripping water marks.
 Clean the window tracks if filled with dripping water at the time of cleaning the glass.
 Clean the window tracks if filled with dripping water at the time of cleaning the glass.

45. Carpet Shampooing & Upholstery Cleaning

Clean and fresh smell of carpets by using of extractor for deep cleaning of carpets.
Equipment required:
 Carpet cleaning chemical
 Carpet shampooing machine.
 Water
 Bucket

Method:

 Vacuum carpet thoroughly

 Fill tank of extractor with chemical & water with recommended dilution.
 Spray area with chemicals and allow 5 minutes.
 Pre-spot stubborn stains prior to use of extractor.
 Work in small sections.
 Allow drying time for each section.
 Empty & store the extractor.
 Empty dirty water from the extractor after use.
 Wipe the extractor with a damp cloth and dry.
 Store equipment in the correct location.
 Report any equipment faults to Housekeeping Administrator.

46. Odor Control

 The air freshener is sprayed in all guest rooms. Twice in the bedroom and once in the
bathroom area upon completion of the room.
 All rooms should be free of unpleasant odors.
 If the room has a smoke odor, bring an ionizer machine, and leave it on for some time.
 47. Handling Guest Complaint

What to do
 Pay attention to the complaint.
 It should be well understood what the problem exactly is.
 Listen carefully and NOD head.
 Don’t try to interrupt the guest.
 Don’t argue with the guest.
 Maintain eye contact with the guest if not on the phone.
 Write down key details.

Apologize:
 Apologize to the guest even if the problem is not caused by you.
 Never blame workmates.

Take immediate action:

 Tell the guest immediately what action you are going to take.
 Report the complaint to your supervisor as soon as possible.
 If your supervisor cannot be contacted, report to Executive Housekeeper or Laundry Manager
 Never promise to do something that the hotel cannot carry out or you are unsure about.
 To resolve a complaint, check with Supervisor before you take any action.

Follow up:
 Make sure that the action has been taken and that the guest is satisfied.
 Report all complaints, however small, to the Supervisor, record the case in the logbook.

48. Guest Interaction Guideline

Guest expectation Friendly greeting with personal assistance extended.

Operating Philosophy:

 As you go through the Hotel, hold your head up and do not stare at your feet or at the floor.
You can avoid most accidents by consistently following this rule.

 When you encounter a guest, you must establish eye contact and provide a smile.

 Extend a friendly greeting. i.e.: “Good morning, ma’am/sir.”

 In the guest room areas, if you are passing the walkway, ask them for their direction.

 Example: “Good afternoon, ma’am, how may I assist you?

 If your path/direction crosses a guest’s path, you must yield the right of way to the guest.
And extend a courteous greeting.

Example: “After you, sir/ma’am.”

 If a guest requires assistance with a door, extend your service.

 With guest rooms, use their keys and hold the door open for them to pass. Do not use your
key to allow guests access to a room.

 Response to every “thank you” from a guest with a pleasant acknowledgment.


 Example:__________________________________________________________“Certainly.”

 When in a guest room with a guest present, you should follow these procedures:

 Extend a friendly greeting, i.e.: “Good morning, Mr. /Ms _______. How are you today?”

 Go directly toward the item you came to retrieve/task you came to do - do not venture
around the room.

 You must always ask the guest for permission before conducting your service.

 Complete the service with a minimal amount of noise or disturbance to the guest.

 Express a sincere thank you and farewell.

If the guest calls down with any complaints or concerns, please follow these
guidelines:

 Be polite, and sympathetic, and listen carefully to their complaint or concern, making notes
as you go.

 If it is something that you can handle, such as the room not being serviced, requested items
not being delivered, etc., then apologize to the guest and tell them we will take care of it
immediately (make sure we can do it before making any promises).

 Then dispatch the request and stress the urgency and importance. Make sure the employee
is aware of the problem, so they are prepared for the guest when they meet them.

 If you are not comfortable handling the guest complaint, inform the manager immediately.
Either place the guest on hold or tell them a manager will be in contact shortly.

 All guest complaints or concerns need to be glided. Discuss these situations immediately
with the Executive Housekeeper.
 49. Document Control
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