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STANDERED OPERATING PROCEDURES

OBJECTIVE:
TO LAY GUIDE LINES FOR CARRYING OUT THE HOUSEKEEPING SERVICES THROUGH
OUT THE HOTEL AS PER THE SPECIFIED STANDARDS TO ENSURE CUSTOMER
SATIFICATION & COMFORT AND ENVOIRNMENT FRIENDLINESS.

FLOW OF SERVICE:
DESK OPERATIONS.
SERVICING / CLEANING OF GUEST ROOMS, PUBLIC AREA, BACK OF THE HOUSE.
LINEN OPERATION.
LAUNDRY SERVICES.
PEST CONTROL SERVICES.
GARDENING.

PROCEDURE OF SERVICING / CLEANING OF GUEST ROOMS:
FOLLOW THE ROOM ATTENDENTS WORKSHEET.
MAID TROLLY SET UP
GET CLEANING SUPPLIES FOR ASSIGNED ROOMS
KEEP YOUR CART AND WORK AREAS ORGANISED
ENTERING IN A ROOM
PREPARE THE GUEST ROOM FOR CLEANING.
CLEANING OF THE BATHROOM
CLEAN TUB AND SHOWER AREA
CLEAN THE W.C.
CLEAN THE WASH BASIN AND VANITY COUNTER.
CLEAN THE BATHROOM FLOOR.
FINISH CLEANING THE BATHROOM
CLEAN THE GUEST ROOM CLOSET
BED MAKING
PROCEDURE OF DUSTING
CLEAN WINDOW TRACKS AND SILLS
PUT FINISHING TOUCHES ON THE GUEST ROOM
VACCUM THE GUESTROOM AND REPORT ROOM STATUS.
EXIT.
CORRECT CLEANING PROBLEMS FOUND DURING INSPECTION.
COMPLETE END OF THE SHIFT DUTIES.
ROTATING THE MATTRESS
SET UP OR REMOVE SPECIAL GUEST SERVICE EQUIPMENT
PROVIDE EVENING TURNDOWN SERVICE.
REPLENISH SUPPLIES AND AMENITIES
CLEANING OF THE GUEST CORRIDOORS AND LIFT LANDING ON FLOOR.
OPERATING PROCEDURES FOR ROOM ATTENDANT

TASK 1: ROOM ATTENDANT WORK SHEET

STANDARD: ADHERENCE TO ROOM WORKSHEET AS DEPICTED 100%
ALL TIME.

PROCEDURE:
DULY FILLED WORK SHEET ISSUED TO ROOM ATTENDENT WITH DETAILS OF
ROOM STATUS.
REVIEW YOUR WORKSHEET BEFORE YOU START SERVICIING THE ROOMS.
SET PRIORITIES FOR CLEANING GUEST ROOMS ACCORDING TO
STATUS MENTIONED ON YOUR WORKSHEET VACANT, DIRTY &
GUEST CALL, ETC.

CHECK THE ROOMS PERSONALLY & WRITE ROOM STATUS IRRESPECTIVE OF
F.O STATUS.
GIVE OCCUPANCY STATUS TO HK DESK BETEEN 0.!" TO #0AM
MA$OR PENDING $OBS TO BE FOLLOWED UP BY THE NEXT SHIFT, IF THE ROOM
IS DISPLAYING %DO NOT DISTURB SIGN, RECHECK DURING INTERVALS AND
INFORM YOUR SUPERVISOR IF THE SIGN STILL PERSISTS.
AT THE END OF THE DUTY, MENTION ABOUT DOUBLE LOCK, DO NOT DISTURB,
REFUSE SERVICE, LATE SERVICE IN THE WORK SHEET & TO REPORT TO YOUR
SUPERVISOR.
AT THE END OF THE SHIFT HANDOVER THE WORKSHEET TO HOUSEKEEPING
DESK DULY SIGNED BY ROOM ATTENDENT & CONCERNED SUPERVISOR.



TASK 2: MAID TROLL SET UP
STANDARD: A WELL!E"UIPPED TROLLE# WHICH CAN SERVICE 0$
ROOMS.



PROCEDURE:
PICK UP A STOCKED GUEST AMENITIES TROLLY &AS PER SPECIFIED PAR' FROM
THE FLOOR PANTRY.
COLLECT FLOOR LINEN AND DUSTERS FRM LINEN ROOM.
CHECK YOUR TROLLY FOR ENOUGH SUPPLIES TO COMPLETE YOUR ASSIGNED
ROOMS & ADHERE THE PAR STOCK'
AT THE END OF THE SHIFT THE RESPECTIVE FLOOR STAFF WILL SET HIS/HER
TROLLY AND PLACE IT IN THE PANTRY.



TASK %: GET CLEANING SUPPLIES FOR ASSIGNED ROOMS

STANDARD: A WELL!E"UIPPED TROLLE WITH RE"UIRED CLEANING
SUPPLIES FOR $ NO OF ROOMS.

PROCEDURE:
BEGINNING OF THE SHIFT, PICK UP A STOCKED CLEANING SUPPLIES TROLLY
FROM THE PANTRY.
ENSURE THAT ALL PURPOSE CLEANERS, GLASS CLEANER, TOILET CLEANER,
DISINFACTANTS IS IN READY TO USE FORM &CHECK THE DILLUTION'.
CLEANING SUPPLIES WILL BE ALLOTED TO THE FLOORS ONCE IN A DAY AFTER
CHECKING CONSUMPTION OF SUPPLIES.

AT THE END OF THE SHIFT DIRTY DUSTERS TO BE HANDED OVER TO THE LINEN
ROOM.
CADDY BASKET CLEANED, CLEANING SUPPLIES REARRANGED AND BUCKETS
WASHED AND LEFT DRY FOR THE NEXT SHIFT.
AT THE END OF THE SHIFT ALL CLEANING EQUIPMENTS TO BE CLEANED AND
KEPT IN ORDER.

TASK &: KEEP OUR CART AND WORK AREAS ORGANISED

STANDARD: TROLLES AND PANTRIES TO BE KEPT CLEAN AND SET
ALWAS READ FOR SERVICE.

PROCEDURE:
CHECK THE SUPPLIES ON THE HK TROLLEY.
THE SOILED LINEN STRIPPED FROM THE ROOMS TO BE PUT INTO THE
TROLLEYS HAMPER.
DUMP THE SOILED LINEN FROM THE HAMPER IN TO THE FLOOR PANTRY BIN &
SET YOUR TROLLEY AT THE END OF THE SHIFT.
CLEAN THE LINEN CLOSET AT THE START AND AT THE END OF THE SHIFT.
KEEP WORK AREAS SECURE (.). GUEST ROOM DOOR INTERCONNECTING
DOOR, FLOOR SHAFT DOOR, SERVICE DOOR, LINEN CLOSET DOOR.
PANTRY AREA TO BE SWEPT AND MOPPED.
SEGREGATE THE GARBAGE ACCORDING TO THE ECOTEL NORMS, USE FOUR
BINS, REMOVAL OF NEWSPAPERS, RECYCLING MATERIAL. GARBAGE TO BE
CLEARED AT THE END OF EACH SHIFT AND SHIFTED TO SPECIFIED AREA.


TASK ': ENTERING IN A GUEST ROOM

STANDARD: ALWAS RING THE BELL MINIMUM THREE TIMES.
PROCEDURE:
RING THE BELL AND WAIT FOR #0 SEC., ANOUNCING *HOUSEKEEPING+ IF NO
RESPONSE RING THE BELL AGAIN AND AFTER THIRD RING OPEN THE ROOM
SLOWLY ANOUNCING HOUSEKEEPING.
IF THE GUEST IS IN THE ROOM INTRODUCE YOURSELF AND ASK WHEN YOU
CAN SERVICE THE ROOM IF THE GUEST GIVES A LATER TIME FOR SERVICE,
NOTE THE TIME ON YOUR WORKSHEET AND RETURN BACK TO DO THE ROOM
AT THAT TIME, AND IF DO NOT DISTURB SIGN STILL PERSISTS INFORM YOUR
SUPERVISOR. THEN SUPERVISOR WILL FIND OUT WITH RECEPTION WHEN THE
GUEST HAS CHECKED IN OR IF THE KEYS ARE WITH RECEPTION.
IF THE KEYS ARE AT THE RECEPTION, %ATTENDENT SLIP FILLED IN WITH
PARTICULARS IS SLIPPED UNDER THE DOOR.
IF THE ROOM IS DOUBLE LOCKED THE LOBBY MANAGER IS INFORMED.
IF GUEST IS NOT IN THE ROOM LEAVE THE GUEST ROOM DOOR OPEN WITH A
DOOR STOPER PROVIDED.
POSITION YOUR TROLLY INFRONT OF THE GUEST ROOM DOOR, KEEPING OPEN
SIDE OF THE TROLLY TOWARDS THE ROOM.
TASK (: PREPARE THE GUEST ROOM FOR CLEANING

STANDARD:STRICT ADHERANCE TO THE PROCEDURES 100% OF TIME.

PROCEDURE:
SET THE SUPPLIES AND EQUIPMENT FOR CLEANING THE ROOM.
SWITCH OFF LIGHTS AND AIR CONDITIONING.
OPEN HEAVY AND SHEER CURTAINS AND CHECK THE ROOM.
CHECK THE TELEVISION, REMOTE CONTROL, MUSIC SYSTEM AND TURN THEM
OFF WHILE CLEANING.
IF ANY MAINTANENCE FOUND INFORM THE HOUSEKEEPING DESK
IMMEDIATELY.
CHECK FOR ANY DAMAGES AND MISSING ITEMS.
THE LOST AND FOUND PROCEDURE TO BE FOLLOWED IF IN CASE ANYTHING IS
FOUND.
CALL ROOM SERVICE FOR CLEARANCE IMMEDIATELY ON ENTERING THE ROOM
AND IF NOT CLEARED TAKE THEM TO THE SERVICE AREA ON THE SAME FLOOR.
COLLECT TRASH AND EMPTY ASH TRAYS AND RECYCLABLE ITEMS TO THEIR
RESPECTIVE CONTAINERS.
STRIPE ALL THE SOIL LINEN REMOVE ANY GUEST BELONGINGS IF ON THE BED
AND PLACE NEATLY.
NOTIFY YOUR SUPERVISOR ABOUT ANY STAINS, TEARS OR DAMAGE TO THE
MATTRESS AND LINEN.
PLACE BED SPREAD, QUILT AND PILLOWS ON A CHAIR
REMOVE SOIL LINEN FROM THE BATHROOM.
IN CHECK OUT ROOMS RESTOCK GUEST SUPPLIES, REMOVE ARTICLE LEFT
BEHIND,AND ARRANGE CLOTHING HANGERS.
HANDLE GUEST CLOTHING AND PERSONAL ITEMS STREWN AROUND THE ROOM
WITH EXTREAM CARE.
TASK ): CLEANING OF THE BATHROOM

STANDARD: TO FOLLOW A HGIENIC WORK PROCEDURE STRICTL.
PROCEDURE:
SPREY R, IN W.C.
SOAK THE SOILED ASHTRAYS WITH WARM WATER IN THE WASHBASIN.
REMOVE ALL THE DUST AND DIRT FROM VENTS USING A DRY FEATHER BRUSH.
CLEAN THE CEILING AND CORNERS WITH FEATHER BRUSH.
USE R- TO CLEAN WASHBASIN, BATHTUB AND STEEL FIXTURES.


TASK *: CLEAN TUB AND SHOWER AREA

STANDARD: TO ENSURE HIGHEST LEVEL OF CLEANLINESS +.,.
WELL CLEANED - NONSKID SURFACE.

PROCEDURE:
PLACE GUEST BELONGINGS LEFT IN THE BATHTUB ON THE COUNTER TOP,
GUEST CLOTHING LEFT IN THE BATHROOM OUT OF THE AREA TO PREVENT IT
FROM GETTING WET.
REMOVE HAIR FROM THE TUB OR FLOOR WITH A TISSUE.
USE SOAP AND WATER SOLUTION, A SCRUBBING BRUSH OR SPONGE TO
SCRUB THE GROUT, SOAP DISH, FIXTURES, SHOWERHEAD, SHOWER TOWEL
RACK AND BATH TUB.
WIPE ALL SURFACES AND FIXTURES WITH A DRY CLOTH TO PREVENT WATER
STAINS.
CLEAN SHOWER CURTAIN WITH A CLEANING SOLUTION AND SCRUBBING
BRUSH TO AVOID SOAP BUILDUP. WIPE THE SHOWER CURTAIN DRY WITH A
CLEAN DRY DUSTER. TO CHANGE THE SHOWER CURTAIN IF STAINED OR
DAMAGED.
SCRUB THE TUB AND SKID STRIPS WITH A SCRUBBING BRUSH AND CLEANING
R- SOLUTION FOR IT TO REMAIN SPARKLING WHITE AND SKID FREE.
POLISH THE FIXTURES WITH A DRY CLOTH.
ARRANGE THE SHOWER CURTAIN


TASK$: CLEAN THE W.C.

STANDARD: TO ENSURE THAT THE TOILET IS SPARKLING CLEAN#
STAINFREE AND ODOURFREE.


PROCEDURE:
PUT ON PROTECTIVE GLOVES.
FLUSH THE TOILET, IF FLUSH NOT WORKING GIVE A MAINTAINANCE AND MAKE
A NOTE IN WORKSHEET.
SPRAY CLEANING SOLUTION INSIDE THE W.C. ON THE WALLS.
CLEAN THE OUTSIDE OF THE W.C. USING A CLEANING SOLUTION AND A
SPONGE. THIS SPONGE SHOULD NOT BE USED INSIDE THE W. C. DRAIN PIPES
AND IN W. C.
USE A W.C. BRUSH TO SCRUBB THE INSIDE OF THE TOILET BOWL, BE SURE TO
CLEAN UNDER THE RIM AND THE SEAT, SOAK THE CLEANING SOLUTION IN THE
W.C. TO REMOVE STOBBORN STAINS, USE A DRY CLOTH TO WIPE THE W.C.
SEAT AND RIM.
ENSURE TO CLEAN UNDER THE W.C. DRIP MARKS AND DEPOSITS.
TASK 10: CLEAN THE WASH BASIN AND VANIT COUNTER.
STANDARD: TO ENSURE THAT THE WASH BASIN AND VANIT COUNTER
ARE SPOTLESSL# CLEAN# DIRT FREE AND SSTEMATIC
ARRANGEMENT OF SUPPLIES.

PROCEDURE:
MOVE GUEST TOILETRIES WHEN NECESSARY ON A CLEAN HAND TOWEL.
WASH SPONGE THROUGHLY IN HOT RUNNING WATER IN WASH BASIN
WIPE THE LIGHT FIXTURES, TOWEL RACKS AND OTHER BATHROOM FIXTURES.
WIPE THE LIGHT FIXTURES, TOWEL RACKS AND OTHER BATHROOM FIXTURES.
WASH THE ASHTRAYS THROUGHLY WITH YOUR SPONGE IN WASTE BASKET
AND RINSE THEM WITH WATER, DRY WITH CLEAN CLOTH.
RINSE YOUR SPONGE AND CLEANING CLOTH AS NEEDED.
REMOVE SINK STOPPER AND SCRUB THROUGHLY FOR HAIR AND OTHER DIRT
SPREY CLEANING SOLUTION ON THE SURFACES LIKE SINK, STOPPER,
OVERFLOW AND MAIN BASIN DRAIN, FIXTURES AND COUNTER TOP USING
SPONGE WIPE DRY THE SURFACES.
REARRANGE THE SUPPLIES ON THE COUNTER.
ON LEFT HAND SIDE . TRAY WITH, SOAP, SHAMPOO, FOAM BATH, MOISTURISER
AND FACE TOWEL.
ON RIGHT HAND SIDE! 0- BATHROOM TUMBLERS, SOAP DISH AT THE CORNER OF
THE VANITY COUNTER.
TASK 11: CLEAN THE BATHROOM FLOOR.

STANDARD: TO ENSURE THAT IT IS NON!SLIPPER# DISINFECTED AND
PEST FREE.

PROCEDURE: !
SPRAY THE BATHROOM FLOOR WITH ALL PURPOSE CLEANING SOLUTION AND SCRUBE
WITH SCRUBBER.
DRY THE FLOOR WITH A SWAB CLOTH.
CHECK THE DRAIN COVER.



TASK 12: FINISH CLEANING THE BATHROOM

STANDARD: TO PROVIDE THE GUEST WITH A SPARKLING CLEAN#
HGIENIC# WELL E"UIPPED# PESTFREE ENVIRONMENT IN
THE BATHROOM.

PROCEDURE:
CLEAN MIRRORS IN THE BATHROOM AND GUEST ROOM WITH LINT FREE
CLOTH/NEWS PAPER & WATER.
REMOVE THE USED GLASSWARE. CLEAN THE GLASSWARE, WIPE DRY AND
PUT BACK TO ITS LOCATION.
RESTOCK GUEST AMINITIES AND PLACE FRESH BATHROOM LINEN IN THE
APPROPRIATE PLACES.
SPECIAL ATTENTION TO BE GIVEN FOR THE TOILET TISSUE *V+FOLD.
KEEP THE CLEAN BATHROOM WASTE BASKET AND ASHTRAYS TO
THEIR CORRECT PLACES.
CHECK THE BATHROOM PHONE & ALL OTHER FIXTURES FOR FUNCTIONING.

TASK 1%: CLEAN THE GUEST ROOM CLOSET

STANDARD: TO PROVIDE A WELL!E"UIPPED AND CLEAN GUEST ROOM
CLOSET.

PROCEDURE:
WET ITEMS HUNG IN THE CLOSET BY THE GUEST SHOULD BE REMOVED
AND PLACED ON THE SHOWER CURTAIN ROD.
DRY THE CLOSET ROD OR THE WET AREA IN THE CLOSET WITH A
DRY CLOTH.
DUST LUGGAGE RACK AND WIPE IT WITH A DAMP SPONGE, WHEN NOT
IN USE.
PLACE LUGGAGE ON THE LUGGAGE RACK.
CHECK &CLEAN COBWEB WITH FEATHER DUSTER
DUST THE CLOSET AND ITS MOLDING AND WIPE WITH A DAMP SPONGE.
PLACE/REPLACE LAUNDRY BAG & LAUNDRY SLIP IN CLOSET WITH LOGO
FACING OUTWARDS.
ENSURE THERE ARE 0" HANGERS IN EACH ROOM.
CHECK& ENSURE SAFE THAT IT IS OPERATIONAL.



TASK 1&: MAKE THE BED

STANDARD: TO ENSURE THAT THE BED IS TIGHTL MADE AND
COMFORTABLE.USE CRISP# STAIN FREE# ODOURFREE# LINEN WITHOUT
AN TEARS. SSTEMATIC APPROCH TOWARDS BED MAKING# WHICH
ENSURES GUEST COMFORT.

PROCEDURE:
CHECK THE BED SKIRTING AND THE MATRESS.
CHECK THE MATTRESS PROTECTOR, MATTRESS AND BOX SPRINGS. IF
THERE ARE ANY STAINS ON MATTRESS PROTECTOR REPLACE IT WITH A
FRESH ONE.
CENTRE THE BOTTOM SHEET ON THE MATTRESS SO THAT AN EQUAL
AMOUNT OF SHEETS HANG OVER EACH SIDE OF THE BED. MITRE THE BED
CORNERS
PUT THE TOP SHEET ON THE BED WITH HEM /SIDE UP.
ARRANGE THE QUILT ON THE BED SO THAT ITS TOP EDGE IS ABOUT ONE
PALM LENGTH BELOW THE TOP OF THE SHEET.
FOLD THE TOP EDGE OF THE SHEET OVER THE TOP EDGE OF THE QUILT,
SMOOTH THE SHEET AND QUILT AND FOLD IT.
GO TO FOOT OF THE BED, TUCK IN THE SHEET AND QUILT SMOOTHLY.
MITRE THE CORNERS OF THE QUILT & SHEET TOGETHER AT THE FOOT OF
THE BED.
INSERT PILLOWS INTO THE PILLOW CASES AND TUCK IN THE LOOSE ENDS.
PLACE 0- POLYFILL PILLOWS ON THE BED WITH THE TUCKED FLAPS ON
THE UNDERSIDE OF THE PILLOWS

POSITION THE BEDSPREAD ON THE BED WITH EQUAL AMOUNTS HANGING
OVER BOTH SIDES AND THE FOOT OF THE BED.TUCK THE REMAINDER OF
THE BEDSPREAD UNDER THE FRONT EDGE OF THE PILLOWS.
PLACE TWO EXTRA PILLOWS WITH COVER ON THE PREPARED BED.
o MAKE ROLL AWA BED SAME AS NORMAL BED.

TASK 1': DUST THE GUEST ROOM.

STANDARD: TO FOLLOW A PROPERL LAID DOWN SSTEMATIC
PROCEDURE# TO ENSURE A100% DUSTFREE AND CLEAN SURFACES OF
FURNITURES - FI/TURES AT ALL TIMES.

PROCEDURE:
FOLLOW A DUSTING SYSTEM (.). START AT ONE SIDE OF THE ROOM AND
WORK YOUR WAY AROUND IN A CIRCLE AND DUST FROM TOP TO DOWN.
DUST SURFACES OF THE FURNITURE BOTH OUT SIDE & INSIDE WITH CLEAN
CLOTH AND FEATHER DUSTER.
REMOVE THE DUST FROM WALLS, CEILING CORNERS & MOLDINGS.
DUST AND POLISH MIRRORS AND CLEAN FRAMES WITH A CLOTH
SPRAY WITH WATER.
CLEAN AND POLISH GLASS ON PICTURES USING A CLEAN CLOTH.
UPHOLESTRY WILL BE CLEANED BY VACCUM CLEANER AND MAKE SURE THAT
DRAPES ARE PINNED AND HUNG CORRECTLY.
DUST AND POLISH THE WRITING TABLE AND OPEN THE DRAWERS AND WIPE
INSIDE.
DUST ANY EXPOSED AREA OF BED FRAME, INCLUDING THE HEAD BOARD.
CLEAN AND DISINFECT THE TELEPHONE USING ALL PURPOSE CLEANER AND A
CLEAN CLOTH. & NOTE ANY PROBLEMS ON YOUR WORKSHEET.
DUST TABLES, CHAIRS, LAMPSHADES, BULBS AND BASES OF LAMP SHADE.
DUST THE TOP AND SIDES OF THE TELEVISION SET AND ITS CABINET.
DUST THE ROOM SKIRTING.
DUST THE MAIN DOOR OUT SIDE, INSIDE AND THE TOP EDGE.
DUST THE BATHROOM DOOR, MOULDING AND THE TOP EDGE.
USE FEATHER DUSTER /CEALING BRUSH TO REMOVE COBWEBS FROM THE
ROOM CEALING, CORNERS &CURTAIN CHANEL.
WATER THE PLANT ON ALTERNATE DAY.
TASK 1(: CLEAN WINDOWS TRACKS AND SILLS

STANDARD: TO ENSURE THAT EVER NOOK AND CORNER OF THE
WINDOWS# TRACKS - SILLS ARE SPOTLESSL CLEAN 100%COBWEB!
FREE# PESTFREE AND LINT FREE.

.
PROCEDURE:
SPRAY A GLASS CLEANER/WATER ON WINDOWS, CLEAN & POLISH THEM
WITH A FRESH CLOTH.
REMOVE BUILT UP DIRT FROM WINDOW TRACKS AND SILLS WITH
A SMALL BRUSH AND WIPE WITH A DAMP CLOTH.
CHECK THE OVER ALL APPERANCE OF WINDOWS, TRACKS AND SILLS.
REPORT ANY PROBLEMS OR MAINTENANCES TO YOUR SUPERVISOR.
CHECK FOR COBWEBS AND REMOVE THEM.
TASK1): PUT FINISHING TOUCHES ON THE GUEST ROOM

STANDARD: TO ADHERE TO "UALIT CLEANING PROCEDURE
ENSURING THAT THE ROOM IS COMFORTABLE# CLEAN# WELL SET AND
WITH A PLEASANT ATMOSPHERE.

PROCEDURE:
CHECK BEFORE LEAVING THE ROOM FOR ALL SUPPLIES AND BE SURE THAT
YOU HAVE NOT LEFT BEHIND ANYTHING.
ATTEND TO ANY CLEANING TASK OR ITEM YOU MAY HAVE OVERLOOKED.
SECURE GUESTROOM KEYS LEFT BEHIND, HAND IT OVER TO HK DESK.
CLOSE THE SHEER CURTAINS FULLY & THE HEAVY CURTAINS WITH A GAP
OF MINIUM THREE FEET TO ALLOW NATURAIL LIGHTS IN THE ROOM.
TAKE A LAST LOOK TO ENSURE THAT THE ROOM IS ASTHETICALY
APPOINTED.



TASK 1*: VACCUM THE GUESTROOM AND REPORT ROOM STATUS.

STANDARD: DUSTFREE# FLUF!FREE# SPOTLESSL CLEAN GUEST
ROOM - CORRIDOOR CARPET.

PROCEDURE:
CHECK THE VACCUM CLEANER FOR SAFETY.
CORNER BRUSH WILL BE ATTACHED TO VACCUM CLEANER TO CLEAN THE
CARPET AND ROOM CORNERS.
PLUG VACCUM CLEANER INTO THE OUTLET NEAREST TO THE GUEST ROOM
DOORS.
BEGIN VACUMING FROM THE FARTHEST END OF THE ROOM AND WORK
BACK TOWARDS THE ENTRANCE OF THE ROOM.
THE CORD WIIL BE WOUND AROUND THE BODY OF THE MACHINE ONCE THE
VACCUM IS UNPLUGGED.
VACCUM CLEAN THE BATHROOM.


TASK 1$: E/IT THE GUEST ROOM

STANDARD: TO ENSURE THAT THE ROOM IS CLEANED THROUGHL
AND LOCKED

PROCEDURE:
SWITCH OFF THE LIGHTS REMOVES THE KEY CARD FROM THE SLOT AND
LIGHTS WILL BE SWITCHED OFF AUTOMATICALLY.
RECHECK IF THE DOOR IS LOCKED PROPERLY.
WIPE THE DOOR HANDLES WITH DRY CLOTH FOR IT TO RETAIN ITS SHINE.


TASK 20: CORRECT CLEANING PROBLEMS FOUND DURING
INSPECTION.

STANDARD: TO ENSURE THAT THE INSTRUCTIONS ON CORRECT
CLEANING PROCEDURES ARE FOLLOWED MISTAKES RECTIFIED.

PROCEDURE:
THE ROOM MUST BE CLEANED AS PER SET STANDARD PROSIDURE TO
AVOID ANY FAULT IN SERVICE.
MISTAKES POINTED OUT BY THE SUPERVISOR HAVE TO BE RECTIFIED THEN
AND THERE.

TASK 21: COMPLETE END OF THE SHIFT DUTIES.

STANDARD: TO ENSURE THAT THE WORK AREA# PANTR VACCUM
CLEANER AND THE TROLLES ARE CLEANED# NEATL SET AND
STACKD TO AID SMOOTH FUNCTIONING OF THE FOLLOWING SHIFT.

PROCEDURE:
SOILED LINEN FROM PANTRIES TO BE SEND TO THE LAUNDRY.
TRASH BAGS TAKEN TO THE GARBAGE AREA IN THE HOTEL AFTER WELL
SEGRIGATION.
REMOVE VACCUM CLEANER BAG AND EMPTY IT INTO TRASH.
CLEAN AND ARRANGE THE HOUSEKEEPING CLOSET AS NEEDED.
KEEP THE TROLLIES BACK IN TO THE RESPECTIVE PANTRIES.
RETURN MASTER KEYS TO THE DESK.


TASK 22: ROTATING THE MATTRESS

STANDARD: FIRM MATTRESS ON THE BED IN THE GUEST ROOM.

PROCEDURE:
ROTATING OF THE MATTRESS WILL BE DONE ONCE IN THREE MONTH.
INSPECT THE MATTRESS FOR SAGGING AND ROTATE IT.REMAKE THE BED.



TASK 2%: SET UP OR REMOVE SPECIAL GUEST SERVICE E"UIPMENT

STANDARD: TO ENSURE THAT THE SPECIAL GUEST SERVICE
E"UIPMENT ARE SET UP OR REMOVED PROMPTL AND
PLACED IN A CONVENIENT AREA.


PROCEDURE:
BED BOARD WILL BE PROVIDED ON GUESTS REQUEST. ON THE CHECK
OUT OF THE PARTICULAR GUEST, BED BOARD WILL BE REMOVED AND
PLACED BACK IN ITS STORAGE AREA.
IRON AND IRONING BOARD WILL BE PROVIDED ON GUESTS REQUEST AND
IT WILL BE REMOVED FROM THE ROOM PROMPTLY.
ROLL AWAY BEDS SHALL BE MADE IN THE SAME WAY LIKE ORDINARY BEDS
WOULD BE MADE ON GUEST REQUEST.

TASK 2&: PROVIDE EVENING TURNDOWN SERVICE.
STANDARD: TO ENSURE THAT SPECIAL CARE TO BE TAKEN WHILE
GIVING TURNDOWN - KEEP ROOM READ FOR GUEST COMFORT.


PROCEDURE:
ENTER THE GUEST ROOM.
REMOVE GUEST ITEMS FROM THE BED (.). OPEN SUITCASES WITH
SCATTERED CLOTHES ALL AROUND THE BED.
FOLD BACK THE TOP OF THE BEDSPREAD WITH FINISHED APPEARANCE
AND IT WILL BE PLACED BACK IN THE LUGGAGE RACK DRAWER. PUT SHOW
PILLOWS ALSO IN THE L/RACK DRAWER.
REMOVE COVER FROM EXTRA PILLOWS AND PLACE THEM ON.
PLACE THE DRESSING GOWN ON THE BED.
PLACE TURN DOWN AMENITIES.
REPLACE DIRTY ASHTRAYS IN ROOMS AND RESTOCK MATCHES.
REPLACE DIRTY GLASSES.
CALL ROOM SERVICE FOR CLEARING FOOD SERVICE TRAYS OR MOVE
THEM TO SERVICE AREA IN THE CORRIDOOR.
EMPTY THE TRASH AND CLEAN THE WASTE BASKET
VACUUM THE ROOM IF NEEDED.
CLOSE THE SHEER AND HEAVY CURTAINS TO SHUT OUT THE LIGHTS.
TIDY THE GUEST BATHROOM BY REMOVING USED BATHROOM LINEN AND
RESTOCK WITH FRESH TERRYS.
OPEN THE BATHMAT. PLACE IT INFRONT OF THE BATH TUB.
STRAIGHTEN AND WIPE DOWN THE COUNTER TOP IN THE DRY AND POLISH
THE FIXTURES.
STRAIGHTEN AND WIPE DOWN THE TUB AREA AND WIPE IT DRY. DRY AND
POLISH THE FIXTURES.
REFIIL TOILET TISSUE.
CREATE A PLEASANT ATMOSPHERE IN THE GUEST ROOM.
DOUBLE CHECK THE ROOM FOR TURN DOWN SERVICE GIVEN IF ANYTHING
IS OVERLOOKED.
EXIT AND SECURE THE ROOM BY CHECKING DOOR LOCK AND WIPING YOUR
FINGERPRINTS FROM THE SURFACE OF THE DOOR.
DOUBLE CHECK TO BE SURE THE ROOM IS LOCKED.

TASK 2': REPLENISH SUPPLIES AND AMENITIES

STANDARD:TO PROVIDE THE GUEST WITH NECESSAR SUPPLIES AND
AMENITIES FOR DA TO DA USE# ANTICIPATING THE
GUESTS NEEDS.

PROCEDURE:
ENSURE THAT ALL GUEST SUPPLIES AND AMENITIES ARE AS PER
SPECIFIED LIST.
REPLENISH AND ARRANGE STATIONARY.
SUPPLY THE CORRECT NUMBER OF AMENITIES.



TASK 2(: CLEANING OF THE GUEST CORRIDORS AND LIFT LANDINGS
ON FLOOR.

STANDARD: CLEAN# PRESENTABLE# WELL LIT CORRIDORS AT ALL
TIMES.

PROCEDURE:
USE FEATHER BRUSH FOR CLEANING OF CORRIDOR CEILING.
CEILING LIGHT FIXTURES TO BE DUSTED EVERY DAY.
WALL WASHING TO BE DONE FOR SPOTS ON THE WALLS.
SKIRTING DUSTING TO BE DONE DAILY.REPORT $OB ORDER IF POLISHING IS
REQUIRED.
CHECK ALL THE SOCKETS FOR POWER REPORT LOOSE/DAMAGED SOCKETS.
MAIN DOORS TO BE DUSTED, SIGNAGES CLEANED& POLISHED ON DAILY BASIS.
VACUUM CARPETS TWICE DAILY. SPOTTING TO BE DONE WHEREVER
NECESSARY.
CLEAN THE LIFT LANDINGS.
DUST& CLEAN THE ASH URN, CLEAN& REFILL MARBLE CHIPS WHENEVER
NECESSARY.

2A2: CLEANING OF PUBLIC AREA AND BACK OF THE HOUSE

TASK 1: CLEANING OF PORCH - DRIVE IN AREA.

STANDARD: CLEAN - PRESENTABLE AT ALL TIMES.



PROCEDURE:
USE HARD BROOM TO SWEEP THE FLOOR TO ENSURE THAT THERE ARE NO
LEAVES WASTE PAPERS
REMOVE OIL STAINS FROM THE FLOOR USE APROPRIATE DETERGENTES
FLOOR TO BE WASHED EVERY NIGHT
SCRUB THE FLOOR ONCE IN A WEEK &USE T. BRUSH'.
COBWEB FROM PORTICO CELLING TO CHECKED AND REMOVE WITH A
COBBWEB BRUSH.
ENTREANCE DOOR MAT TO BE KEPT CLEAN THRROUGH OUT DAY AND TO BE
WASHED EVERY NIGHT.
ALL MAINTENANCE TO BE CHECKED AND REPORTED TO ENGINEERING FOR
NECESSARY ACTION.



TASK2: CLEANING OF LOBB MAIN DOORS AND LOBB

STANDARD: MAINTAIN THE LOBBAND GLASS DOORS CLEAN#
SPIC-SPAN AT ALL TIMES.


PROCEDURE:
MAIN DOORS:
THE GLASS DOORS AND I01 TOP EDGE TO BE DUSTED WITH FEATHER
DUSTER.
USE GLASS CLEANER/WATER TO CLEAN THROUGHLLY.
CHECK THE DOOR & HANDLES FOR ITS OPERATIONS.
LOBB:
IN ALL SHIFTS USE DRY SWABBER TO MOP THE MARBLE AND WOODEN FLOOR
AT REGULAR INTERVALS.
WET MOPPING TO BE DONE FOR MARBLE FLOOR AS REQUIRED.MINIMUM
THRICE IN A SHIFT.
LOBBY FLOOR TO BE BUFFED EVERY NIGHT WITH BUFFING MACHINE.
DUST AND CLEAN ALL LIGHT FIXTURES ON A DAILY BASIS.
VACCUM CLEAN FURNITURE UPHOLSTERIES.
CLEAN ALL GLASS PANELS WITH GLASS CLEANER.
SCRUB THE RECEPTION COUNTER EVERY NIGHT WITH MILD DETERGENT.
SCRUB THE LOBBY STAIR CASE EVERY NIGHT.
SCRUB THE STAIR CASE RAILING ONCE IN A DAY.
DUST CLEAN THE GLASS WINDOWS WITH FEATHER BRUSH




ATTRIBUTES AND INDICATORS: ! PROCEDURAL


A0 ACCOMODATION: !
ROOMS TO BE MADE PROMPTLY AFTER EVERY DEPATURE.SO AS TO
ACCOMMODATE NEW ARRIVAL.
02 OF THE GUEST REQUEST SHOULD BE ACCOMMODATED. ITEMS OF
UNCOMMON NATURE SHOULD BE PROCURED FROM OUTSIDE IF REQURIED.
ALL GUEST COMPLAINTS MUST BE HANDLED WITH PERSONAL CARE TO
ENSURE#002GUEST SATISFACTION.
B0 ANTICIPATION:!
ANTICIPATE GUEST NEEDS AND WANTS AND ORGANISE THE SAME. (.). BABY
COT, HOT WATER BAG, REGULEAR MEDICINES, STATINARIES, NAILCUTTER
SCISSORS HARD BED )03.
ANTICIPATE PERSONALISED SERVICES FOR REGULAR GUESTS.(.).
PREFERANCES FOR DRINKING WATER.EXTRA PILLOWS &COTTON'. HANGER
SERVICE.

C0 TIMELINESS:!
DESK TELEPHONE MUST BE PICKEDUP BEFORE THE THIRD RING.
DEPARTURE ROOMS MUST BE CLEARED/ SERVICED IN -" MINUTES.
SHOE SHINE SERVICE TO BE PROVIDED IN #0 MINUTES OF RECEIVING THE
REQUEST.
DRINKING WATER TO BE PROVIDED IN 4 MINUTES OF RECEIVING THE
REQUEST.
REQUEST FOR EXTRA ITEMS (.). HOT WATER BAG, ICE BAG, NAIL CUTTER, 567
MEDICINES SHOULD BE ATTENDED AND PROVIDED

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