Housekeeping SOP
Housekeeping SOP – Avadh Utopia Vapi
Contents
Topic Page no
01. Scope
And Objective 00
02. Origination
chart 00
03. Grooming
Standard 00
04. Etiquettes 00
05. Telephone
Standard
06. Preparation
for the day-Room attendant Morning
07. Entering
the guest room
08. Bed
Making
09. Cleaning
of Guest room
10. Cleaning
of Guest corridors
11. Preparing
Occupancy Report
12. DND
Procedure
13. Valuable
Items in Guest room
14. Care
& Maintenance of Equipment
15. Placing
Extra bed
16. Setting
of Floor Pantry(Morning & Evening)
17. Cleaning
and setting up Of the service area
18. Handing
over the key & Reporting
19. Preparation
for the day (Morning & Evening)
20. Turn
Down Service/Evening Service
21. Setting
up Room Attendant Trolley(Morning & Evening)
22. Room
Attendant Evening -Other Responsibility
23. Cleaning
of Lobby Toilet-Day
24. Cleaning
of Lobby-Night
25. Cleaning
of Lobby toilet -Night
26. General
Responsibility of floor supervisor -Morning
27. Cheeking
the Guest room
28. Resolving
Maintenance Complaint
29. General
responsibility of floor supervisor-Evening
30. General
responsibility of supervisor-Night
31. General
Responsibility of Desk coordinator
32. Desk
Coordinator-Opening the shift
33. Desk
coordinator-Key control
34. Flower
Order
35. Billing
& Miscellanies
36. Baby
Sitting Service
37. Lost
& Found Procedure
38. Purchase
Requisition
39. Store
Requisition
40. How
to use WIN-HMS Software
41. Safety
Procedure
42. Handling
Chemicals
43. Room
& Bathroom Amenities Set up
44. Handling
Special Request
45. Fire
Energy Procedure-Desk coordinator
46. In
The Event Of Fire -All H.K G.S.A
47. Evacuation-
Desk coordinator & Supervisor
48. Fire
Evacuation-Supervisor 24 Hrs Day
49. Fire
Evacuation -All Junior Staff Day Time
8am To 11Pm
50. Fire
Evacuation -All Junior Staff Day Time
11Pm To 08Am
51. Cleaning
Agents And Handling
52. Disposal
Of Items
53. Preparation
for the Day- Florist
54. Internal
Pest control Procedure
55. Pest
Control-Procedure For Dealing With bed Bugs
56. Member
Guest
Scope &
Objectives
This document applies to the all the functions of the Housekeeping department like Public area, room, desk, florist, window cleaning, pest control etc
Objectives:
This document describes all the functions carried out to ensure that our guest’s have a consistent and satisfactory service experience from the housekeeping department.
HOUSEKEEPING
ORGANISATION CHART
Effective Date : 01 / 09 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia
SOP Approver : Vinod Kumar
GOAL
To present the right company image
PROCEDURE
GENTLEMEN
The only acceptable uniform is the one issued by the Hotel.
Uniforms are cleaned by only the Hotel Uniform Department.
Problems with Uniforms must be reported immediately to the Uniform Attendant.
No jewellery should be worn except for wedding bands, engagement rings, and wristwatches.
Shoes should be black laced, which is recommended by the Hotel.
Shoes should be well polished every day.
Men should wear dark colored socks.
Hair should be well groomed and cut in a conservative style.
Moustaches must also be well kept.
Fingernails must be short and clean.
A bath or shower must be taken daily and deodorant should be applied.
Hands must be kept clean.
Task : Etiquettes
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia
SOP Approver : Vinod Kumar
GOAL
To have right attitude and a professional approach towards all our guests
PROCEDURE
Attitude
Greet guest and colleagues with a smile and maintain a friendly facial expression.
Do not fold your arms in front of a guest.
Keep your hands out of your pockets.
Do not lean on rail or wall at any time.
Do not play with hair and jewelry.
Speech
Be tactful and courteous, do not argue with guests
Be humored and even mannered, do not become over friendly with guests
Look at a guest when addressing him/her
Look and act professional
Always appear confident
Listen carefully to guest when talking to him/her
Be positive
Use the guest’s name at least twice once known
Ask the right question to identify needs.
Talk clearly and maintain a good tone of voice at all times.
Do not criticize one guest to another.
Do not refer guest as “he/she to they” in their presence
Do not weary the guest with your troubles.
Do not discuss religion or politics with guests.
Be specific in your explanations.
Consult your colleagues if any doubt arises.
Establishing Contact
Make eye contact while speaking to guest
Give guest a warm and friendly welcome, “good morning Mr.… how may I help you”
Make the guest feel comfortable and safe
Refer to the guest twice by correct title and name if known
Identify the guest’s needs
Be discreet
How guest as sympathetic interest
Take your time for the guest
Always recommend our service to the guest
Appear neat and tidy
Product knowledge
Know the different facilities available in the hotel.
Be able to describe each product.
Know who is who.
Know the layout of the hotel.
Know the location, timings, promotions and theme nights of the outlets.
Have a good general knowledge of Dubai and the UAE.
Be aware of any special promotions going on in the hotel.
Know which function are taking place and where.
Location of restaurants in the city.
Locations of banks.
Locations of conference centers.
Locations of sport facilities.
Location of main events happening in Dubai
Location of main shopping centers
Location of specific shopping areas (Gold Souk /Spice Souk/Electronics).
Giving directions
Within the hotel grounds.
Be aware of the exact location of the facilities in the hotel.
Explain in a clear and simple way.
Escort the guest whenever possible (or have him escorted by another member of staff)
Salesmanship
Find out the guest’s needs
Recommend items in accordance with the guest’s needs
Always offer an alternative
Have a perfect knowledge of the product
Ask open end questions
Use the 5 W’s words + How, in the questioning technique
Avoid using negative terms and phrases.
Promote the hotel ‘s Food & Beverage Outlets
Task : Telephone Standards
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To provide prompt, efficient and professional service for guest over the phone, making sure of meeting guest’s requirement
PROCEDURE Attending Calls
Answering the calls
Answer the calls within three rings
A welcoming and friendly while answering the calls
Using clear diction/ language and pronunciation while answering the calls
Personalize the call,
Answer the calls with a smile and clear voice
Say “Thank you for calling Madinah Hotel. This is name . How may I be of service?” (External calls) and “Good morning/ afternoon/ evening operator. This is__name . at your service ?” (internal calls)
Ask, listen and respond in an effective manner to customers, both internal and external, consistently
Let the caller hang-up the phone first
Make note of necessary information and inform the same to the respective department/ person
When speaking to the guest, find out the name and use at least twice during conversation
To clarify the guest name (as the spelling if necessary), use the Opera system for help
Calls on Hold
Answer the calls within three rings
Smile while answering the calls, the caller will hear it in your voice
Introduce yourself “Thank you for calling Madinah Hotel. This is name . How may I be of service”
Let the caller speak before you place him/ her on hold.
Ask permission before place the caller on hold and wait for an answer “May I put you on hold Sir/ Madam/ name?”
Offer the caller a choice i.e. if a call is on hold, the operator have to check with the caller after every 20 seconds and ask if he/she would like to continue waiting or leave a message
If the guest has to hold for more than a minute, give him/ her approximate time he/she would have to hold
If the guest does not agree to be kept on hold, obtain his/ her name and contact number and get back to the guest.
When going off hold, say “ Thank you for waiting” Always use “on hold” facility”
Transferring Calls
Make sure you are familiar with all extensions
While speaking to the guest, transfer the call in the following situations;
if he/she wishes to speak to the guest/ administration when making reservations
Procedure of transferring calls:
listen to the guests requirements clearly
if the caller want to speak with hotel’s guest, get the name and room number. (do not connect any calls if the caller can not mentioned the name of the guest)
If the caller want to be connected to administration, get the name
Never disclose any room number to the caller
When transferring the call, say “Connecting you, Mr/Mrs name ”
When connecting to administration/ outlets, say “Connecting you to __name of the outlets/ administration office ”
Before releasing the line, give information to whom the line will be connected
Handling Multiple Calls
All calls must be answered within three rings
Remain calm and courteous at all the time
Be prepared and organized. Have adequate supplies handy, such as message pads, pen, and directories
When the telephone rings while you are between a call, politely excuse yourself so you may promptly answer the second phone call
Always inform the caller before putting them on hold
When going off hold, say “ Thank you for waiting”
Remember the priority of each call if you have several callers on hold
If a caller needs help that will take time, take their name & telephone number and offer to return the call within a certain amount of time, such as a half an hour. Remember to contact the caller within the specified time
Task : Preparation for the day –Room attendant Morning
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL:
The entire Room attendant should well organized before the start of their work. PROCEDURE:
Be well groomed according to hotel standards. (Ref: Grooming Standards)
Check the work allotment for the day and sign in key register and take the keys for section to which you have been allotted for the day. The keys and the reports are handed over by the supervisor who conducts the morning briefing.
Be aware of the guests and any special requests that they may have. Attend daily briefing at 9AM to ensure that you are well informed about the daily events in the hotel.
Before starting with the rooms make sure that the guest corridor, lift landing are clean and tidy and all the corridor furniture is in place.
Check the vacant room (Inspect Rooms)
If the room is vacant .Run all the taps and the shower in guestrooms for several minutes and wipe all the water with duster. To comply with health & safety procedures.( check list to be updated in the Morning service report )
If the room had been turned down, put the bed throw back on the bed, open the curtains and dust the room if required. If any maintenance issues report to housekeeping desk.
Task : Entering the Guest Room
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia
SOP Approver : Vinod Kumar
GOAL:
Deliver our guest’s expectation for consistent service by adhering to the following set of thorough procedures to be applied while entering the Guest Room
PROCEDURE:
Approach the door of the room.
Observe the sign on the door. If there is a “Do not disturb put the DND slip into the room.
If Do not disturb sign was not there, Position your selves in front of the guestroom security viewer with the name tag visible to the guest.
Knock on the door with the knuckle of the index finger three times (or ring bell) to announce yourself Housekeeping. If the guest opens door,
Say Good Morning Mr. /Mrs. X” may I make up your room”? If the guest agrees, proceed or come back at the requested time
Place Room Being Service” card on the doorknob and closes the door and proceeds.
If there is no response after knocking or ringing the bell and announcing housekeeping.
Wait for 10 seconds and again knock /ring the bell again and wait for response if still no response open the door slowly, announce housekeeping again and then enter the room.
Room Attendant must keep the door closed whilst cleaning. Associate ensure the guestroom is completely closed as they depart.
Room Attendant must keep the guest & room details sheet on their person at all times.
If for any reason the room attendant needs to leave the room, the guest room door must be closed, regardless of whether the room is occupied or vacant. If a guest re-enter’s their room whilst it is being serviced then, if working alone , the associate must, in accordance with Brand Standards, either leave the room or service is being provided in the guestroom, with the guest present, the guestroom door must be propped open until the associate departs
Task : BED MAKING (TOWER ROOMS)
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia
SOP Approver : Vinod Kumar
GOAL:
Deliver our guest’s expectation for consistent service by adhering to the following set of thorough procedures to be applied when BED MAKING (TOWER ROOMS)
PROCEDURE:
If any items belonging to the guest are on the bed, remove & place them neatly on the sofa/chair.
Remove the pillowcases from the pillows and place the pillows aside. (Never leave the pillows on the floor)
Check the pillow inner slip (if its stained remove it ) Loosen the two corners at the foot of the bed. Remove the duvet covers & place duvet on sofa.
Remove sheets from the bed (Never leave the sheets on the floor)
Collect all soil linen from room and bathroom, put them into soil linen trolley in pantry (ensure room door is closed when you are going to the pantry)
Take necessary clean linen & supplies for the room
Check the mattress protector for stains and change if required. Start 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 palms of your hand facing down. Mitre the corners of the bottom of the bed. (Mitring is the process of making an envelope fold at the base of the mattress)
MITRING
Begin Mitring with sheets hanging loosely over the side of the bed.
Grab the loose end of the sheet above one foot of the corner & pull it up at 45°
angle folding in a flap.
Tuck in the part hanging over the mattress & then the flap.
Open the duvet cover, hold two closed ends and turn it to the other side. Hold 2 ends of the duvet covers with duvet.
Lift up and shake holding the duvet and the cover tight. Spread the duvet along the length of the bed.
Move to the head of the bed and fold the duvet. (Should be I foot from the head of the bed.
Now stand at the foot of the bed and place bed throw on the bed. Ensure that pillow inner slip free of stain.
Insert pillows into pillowcases. Fluff up the pillow.
Move to the head of the bed and place the pillows at the head of the bed.
Now stand at the foot of the bed and place bed throw on the bed. Ensure the cushions are free from stain and not tone, arrange them in front of the pillows neatly.
Task : Cleaning of guest Room_ ABC’S PATH
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s expectation for consistent service by adhering to the following set of thorough procedures to be applied while cleaning the Guest Room.
PROCEDURE
A-Away with the old
Enter the room with caddy and place the caddy in the Bathroom.
Open the curtains (both sheer and black out curtains) fully and check any stains or broken railing or open hooks.
Switch on all the lights. If any bulb fused or not working make note of that and inform housekeeping desk by dialing 5903or 5901
Collect all the garbage from the room as well as in the bath room and place in the pantry.
Recycle Items form the Recycle Bins should be emptied in designated bins. Check under the bed for any garbage.
In the check out room ,Check all the drawer for any garbage
Strip the bed
If any items belonging to the guest are on the bed, remove & place them neatly on the sofa/chair.
In occupied room no items to removed from the room unless it was in wastebasket.
Remove the pillowcases from the pillows and place the pillows aside. (Never leave the pillows on the floor)
Check the pillow inner slip (if its stained remove it ) Loosen the two corners at the foot of the bed. Remove the duvet covers & place duvet on sofa.
Remove sheets from the bed (Never leave the sheets on the floor) Strip the bathroom linen
In rooms were is Jacuzzi present and if the room is check out. Jacuzzi should clean with Spa Genine Chemical.
Close the drain cover and open the tap to fill the water until the water touches all the jet pipes in the Jacuzzi.
Shake the shower curtains vigorously for dry the water in the curtains
In check out room change the shower curtains.
Collect the entire used towel and together with bed linen place in the pantry or throw in the linen chute.
Remove all the dirty crockery from room and place in the service area
Bring the bed linen for the making of the bed.
Crockery Washing
Any dirty crockery’s or dirty glasses from the room and to be kept it in the separate rack which placed in the service area.
All the dirty glasses will be taken by House attendant will pick from all the service area and taken to the dishwasher.
All glasses should be run through a dish washing machine to ensure proper sanitizing.
Clean and wipe dry with clean tea towels (glass cloth) provided for the purpose. Ensuring that glass is free of smudges and marks.
Wet the ash then empty in the trash, wash the ashtrays in hot water wipe dry with clean tea towels provided for the purpose and place back in the room.
Any refreshment centre dirty crockery item should be removed from the room and inform housekeeping desk to replace the same.
B-BED
Take necessary clean linen for making of the bed.
Check the bed skirting is in proper position and ensure that is in free of stains. Check the mattress protector for stains and change if required.
Check the mattress protector is free of hair; use the lint roller on the mattress protector for removal of hair.
Pull the bed slightly away from the headboard. (Tower building beds are fixed you can’t able to pull.)
Stand 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 palms of your hand facing down. Mitre the corners at the bottom of the bed. (Mitring is the process of making an envelope fold at the base of the mattress)
MITRING
Begin Mitring with sheets hanging loosely over the side of the bed.
Grab the loose end of the sheet above one foot of the corner & pull it up at 45°
angle folding in a flap.
Tuck in the part hanging over the mattress & then the flap.
Open the duvet cover, hold two closed ends and turn it to the other side.
Hold 2 ends of the duvet covers with duvet.
Lift up and shake holding the duvet and the cover tight ands place on the bed along with length of the bed.
Make sure the bottom of the duvet has nicely inserted under the flap of the duvet cover.
Move on to the head of the bed and fold the duvet tightly
Should be 12 inches from the head of the bed.
Now stand at the foot of the bed and place the bed throw onto the bed so that it falls over appearing equal length on both sides.
Pull back the duvet so that the fold –over meets the top of the throw. Check the pillow inner slip is free of stain .If stained change with new one. Insert the pillow into the pillow cases
Fluff up the pillows
Move to the head of the bed and place the pillow at the head of the bed
Ensure the cushions are free from stain and not tone, arrange them in front of the pillows neatly.
Place the Discovery Envelope on the fold of the bed
Discovery envelope consists of:
POCKET 01- (1) In-room dining menu
POCKET 02- (1) Hotel services, facilities, and in-room TV channel line-up
(1) Spa Menu -- In front of HOTEL SERVICES INSERT
POCKET 03 - (1) Insert describing UNLOCK ART and
(1) LM100 program Pass that provides guest entry into local cultural institution. In front of UNLOCK ART INSERT.
POCKET 04- (1) Voucher for COFFEE FOR TWO (1) OFFERS (OPTIONAL)
C-CLEANING CHEMICALS
Before you start applying the chemical use appropriate safety equipment hand gloves.
If the room occupied carefully move the guest items one side of the vanity or in the wash basin.
Spray Oasis PRO 63 in the washbasin, counter and in the fixtures.
Remove any guest item, toiletries from the bath tub and place in the vanity counter. Spray Oasis PRO 63 on the bathtub ,wall or tiles and in the bath tub fixtures,
If Jacuzzi present in the room & the room is check out Jacuzzi has to clean with SPA GENINE CHEMICAL
Fill the Jacuzzi with the water until the jet pipe of Jacuzzi (which has to done in Step A). Add 50ml of SPA GENINE chemical on the Jacuzzi and switch on the Jacuzzi and leave it for 10-15 minutes.
Flush the toilet (w/c).
Spray Oasis PRO 63 on the W/c seat cover, underneath of the w/c and also in the bidet.
By Using W/c brush push water level down in the toilet bowl it should done before applying the chemical.
Then apply Oasis PRO 64 in the W/c along with rim.
D_ DUSTING
Before you start dusting the room use appropriate safety equipment hand gloves
Use Oasis PRO 63 and Oasis PRO 40 chemicals for damp dusting.
Wipe all surfaces with a clean damp cloth.
To start from one end of the room & finish at the other end (clock-wise or anti clock wise) making sure that all the areas are covered.
Tidy the guest items but do not re-arrange or re-locate them. (Lift the items &
clean the surface below and put it back in the same place.)
Do not rearrange any guest documents or paper on the desk. Dust all the Furnishing Including
Bed side table
Head board
Window ledges
Wooden skirting
Luggage racks
TV Amor
Wardrobe
Drawer’s( In check out Rooms only)
Safe deposit
Wooden legs
Picture frames
Top of the door frames
Doors
Use R3 and dry duster for clean glass surface like pictures and for glass surface. Stand next to bed use the remote to check the channels and battery in the remote are in working conditions.
Dust the lamp shades and turn the lampshades seam towards the wall.
Pull out the cushions and the pillows from the sofa and clean by using damp cloth or by vacuum edging tool’
Flap the pillow and the cushions as you replace them.
Ensure that AC thermostat is set 22O C, fan at 2nd speed in vacant rooms
Do not change AC thermostat setting in occupied rooms
Check all equipment in the room to make sure that all are in good working condition
Inform housekeeping By dialing 5901/5903 fro cleaning of the window glass
Window glass should be cleaned with glass cleaning solution by window cleaners.
E_EVERY THING IN THE BATHROOM.
Clean and wipe the mirror and magnifying mirror ensuring no marks. By using
Oasis PRO 40
Spray Oasis PRO 63 cleaner on tap and the sink.
Take out the stopper, remove hair and other refuse and clean (keep it opens). Clean the inner sides of the drainage pipe with a brush.
Scrub the sink with Blue Sponge. Rinse off the cleaning agent carefully.
In occupied rooms the guest’s items should be arranged neatly to a side before starting the cleaning process. (Reposition after cleaning).
Wipe all fixtures dry. The fixtures should be clear of any smudge or water marks. Dry the area around the washbasin.
Spray Oasis PRO 63 cleaner around the tub especially on the fixtures and edges and on wall tiles. If required. (Chemical is already sprayed in the step C).
Use Blue Sponge to scrub the tiles, use grouting brush if required to clean between the tiles.
If the Jacuzzi is present in the room & room is check out spa genine chemical should be applied above in the step, so switch off .and scrub the bath tub.
Scrub the tub and make sure that all areas, edges have been cleaned. Use soft side of the sponge to clean the fixtures.
Rinse all areas.
Check hot and cold water. Wipe the tub dry.
Wipe all fixtures dry.
Ensure that shower handle and head of shower to be clean & free of scale.
Ensure in shower area & tub water regulator is set to flow water in the tap.
Wipe dry the shower curtain and reposition it(In check out change the shower curtains)
Brush the inside of the toilet bowl with the toilet brush provided for the purpose. Apply chemical Oasis PRO 64 if required (chemical is already applied in the step C). Flush the toilet and continue to scrub.
Scrub the top part of the bowl, below the seat, the base, sides, hinges and hard to reach areas in the back using the red sponge provided for that purpose.
Wipe the toilet surfaces and fixtures dry with the rag provided for this purpose. Apply Oasis PRO 64 in the bidet and clean inside the bidet using the toilet brush. If required. (Chemical is already sprayed in the step C).
Remove bidet stopper, clean it and wipe dry.
Clean inside, outside below the seat and hard to reach areas at the back and the base of the bidet using the red sponge used for cleaning outside the WC
Wash and clean inside and wipe dry the surfaces with rag provided for the purpose.
Replace the stopper (keep it opens.)
Scrub with light non-abrasive scrubber if very dirty or stained. Rinse if necessary.
Squeeze the water out and wipe dry using the rag provided for the purpose. Do not forget to clean the corners, crevices and hard to reach areas.
Damp wipe all surfaces, which are prone to be dust collectors.
Hair dryer, counter, door frames, shower curtain rods etc to be damp wiped. Damp wipe the bin and make sure there are no watermarks.
Damp wipe the weighing scale, towel racks etc.
Make sure that none of the mirrors have watermarks. Replenish all supplies and towels according to hotel standards
Make a final check of the bathroom to make sure that everything is in its place. Take a final look to make sure that everything is in place
REMARKS
Always ensure that surfaces are smudge free, no water marks, shiny and totally free of dust and hair.
F_ FINISH THE BEDROOM
Damp wipe all balcony furniture and railings. Vacuum the entire balcony floor.
Wash the balcony floor. Ensure there is no water in the balcony floor.
Check the stationery, pens, and other amenities in the room and make sure that it is replenished in prescribed quantities. Ensure that stationery and printing materials are crisp and free of any pen marks.
Check hangers replace any broken ones.
Secure two laundry bag and pricing list on one of the skirt hanger.
Close the window sheer curtains ensure that curtains are free of stain or tears. Finally vacuum the entire carpet of the room.
Check the vacuum for any broken part or the cord has damage parts
Do not use the vacuum with the broken parts.
Start vacuum from the corner of the room by walking back wards
Corners, edges and crevices should not be neglected.
Spray air fresher and take a final look to make sure that every thing is in order
Change the room status from DI to CL by telephone
Dial number 30383 to access room status system
Enter the user ID (XXXX) followed by # key
Enter the user ID (XXXX) followed by # key
Enter the status code followed by the # key
1- Occupied Clean 3 -Occupied Dirty
3- Occupied Dirty 6 -Vacant Dirty Before you close the door wipe down the door knobs inside and outside of door by using a damp cloth.
Task : Cleaning of Guest Corridors
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL:
To deliver welcome
feeling and good presentation to our guest’s expectation for consistent service
by adhering to the following set of thorough procedures to be applied while
cleaning the guest corridors
PROCEDURE:
Damp wipe all the
window frames, corridor wooden skirting and main doorframes.. Damp wipe the
picture frames and light fixtures, potted plants and leaves.
All brass and chrome
fixtures have to be shined on a daily basis.
All brass and chrome
fixtures have to be free from dust, grease and finger marks. To shine the
fixtures take a little brass in a clean cloth and apply thoroughly.
Now shine with clean
dry cloth.
Wipe the guest elevator
doors so that they are free from dust grease or finger marks.
Vacuum the lift grooves
and polish with brasso.
When vacuuming work
your way from the furthest point backward and make sure you look under every
piece of furniture. All furniture to be replaced in the correct position.
Wet mop the lift
landing area or any marble granite area in the guest room corridor, service
area using a clean mop cloth. Use a safety signage board whenever guest areas are
being mopped.
Respect guest’s privacy
by avoiding unnecessary noise (conversation in corridor, slamming doors)
Ensure spotless
condition at all times.
Ensure those corridors
are always kept clean (No room service trays, carts against the wall, vacuum
cleaner leads, etc).
Keep pantry and service
doors closed.
Ensure that all mobile
equipments from housekeeping, maintenance, bell service, and room service are
cleared as soon as not required. Position appropriately when in use. Keep clean
and tidy at all times.
Task : Preparing
Occupancy Report
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To prepare the
occupancy report which is accurate by adhering to the following set of thorough
procedures to be applied.
PROCEDURE
Physical check of all
allocated rooms at 15:00 hours to know the status. (Whether the room is
occupied, check out or whether it is a vacant clean room. if it is an occupied
room the number of persons staying in the room has to be mentioned in the
housekeeping occupancy report.)
Any Sleep out rooms,
not yet Arrived rooms, etc to be reported to the housekeeping desk.
Any room which does not
have any luggage also to be reported to the desk co- coordinator who in turn
will report it to the front desk.
The report to be handed
over to housekeeping desk.
NYA ROOM-The room shows
occupied in the system but the guest has not yet arrived. Sleep-out
rooms-Occupied rooms where the guest has spent the night out or the occupied
rooms which have not been used at all since it was cleaned the previous day.
REMARKS
The desk co-coordinator
compiles the occupancy reports from each section and makes the occupancy report
for the entire hotel in three copies, a copy each to front desk, accounts and
housekeeping
The desk co-coordinator updates
the room status in the system according to the reports given from the floors
and prints out a discrepancy report in three copies, one each to housekeeping,
front desk and accounts.
Task : DND PROCEDURE
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To secure the guest
room privacy by adhering to the following set of thorough procedures while the
guest room was on DND
PROCEDURE
DND PROCEDURE (for all
guest rooms) DUE OUT ROOMS
1. If the guest is
scheduled to check-out and there are no remarks in the Opera / Property
Management System specifying a late check-out, the room should be
called by desk
coordinator after the posted check-out time.
If the guest answers,
an apology should be offered for disturbing them and their departure plans
should be ascertained.
If there is no answer
to the telephone call and to a knock on the guest room door, the Housekeeping
Supervisor should enter the room. If it appears that the guest has checked out
the Do Not Disturb sign should be removed and the Room Attendant should be
allowed to clean the room.
If it appears the guest
has not checked out, the Supervisor must inspect the room to ensure the guest
is not in the room and unable to respond. If the inspection reveals that the
guest is not present, a written message and voicemail should be left on the
guest’s telephone instructing the guest to contact the Front Office so their
departure plans can be updated. The Housekeeping Supervisor must contact the
Front Office and notify them that the room is still occupied.
If the Supervisor is
unable to enter the room because it is double-locked or the safety bar is
engaged, the Duty Manager and Duty Security Officer must be notified and the
guest room must be forcibly entered.
OCCUPIED ROOMS:
3. slip and a written
message should be left on the phone asking the guest to contact the
Housekeeping department to arrange for service.
Room attendant should
inform desk coordinator by 4pm about the room which is on
DND until 4 pm&
Morning service also not given.
a. If the guest has not
contacted the Housekeeping department by 4:00 PM the same day to arrange for service,
a call, not a silent voicemail, must be placed to the guest room.
i. If the guest answers
the phone an apology for disturbing them should be offered and the guest should
be asked if they would like to schedule Housekeeping service.
ii. If the guest does
not answer the phone or reply to a knock on the guest room door, Desk
coordinator has to contact the duty manger and duty security to inform them to
enter the room and inspect the room, the bathroom and the bathtub area to
ensure the guest is not in the room and/or incapacitated.
iii. If the is room
double-locked or the safety bar is engaged, the Duty Manager and Duty Security
Officer must be notified and the guest room must be forcibly entered.
iv. If the guest is not
present in the room a message should be left on the room to asking them to
contact the Housekeeping department to schedule service.
Task : Valuables In The Guest
The Room
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL:
·To protect associates
against any probable accusations and allegations of misuse or
Stealing and to
safeguard guest’s property practicing utmost care to ensure that the hotel or
it’s associate are not held liable for any loss or incident.
PROCEDURE:
Opening of Safety Box:
In the event of a new
arrival in any particular room. Housekeeping desk will make a Request to
Duty/Night Manager to open the safety box if it was found locked once the
Previous guest had checked out.
Duty/Night Manager and
Duty Security Officer will go together to open the safety box, and they will
ensure that nothing was left behind by the checked out guest while
vacating the room.
If anything is found
regardless of valuable or not, it must be immediately deposited to lost &
found section and Duty/Night Manager will try to reach the checked out guest
using the contact details available at the reception.
In case a large amount
of currency or expensive jewelry or important documents are found in the safe
after checked out. Such items will be kept in Duty Manager’s safe until claimed
or handed over to Police authorities, it should not be considered as routine
lost
& found.
If any guest is still
in house and calls Duty/Night manager to open his or her safe as it was malfunctioning
or a case of forgotten code, Duty Security and Duty/Night Manager
will ensure before
opening the safe that the caller is a rightful owner of the safety box and not
a visitor or relative of the staying guest. Passport copy can be obtained from
the reception before opening the safe.
If guest had complained
that the safe is not opening or battery is low, engineering will go upstairs
and rectify the fault in the presence of Duty/Night Manager and Duty Security.
No safety box will be operated or touch in the absence of the owner under any
circumstances.
All the three
departments, the one who request to open the safety box, Duty/Night Manager and
Duty Security should make a log entry in their respective log books mentioning
the reason of opening, time and date with room number.
Un-attended Safety Box
In Occupied Rooms.
Whenever any associate enters
into a guest room must swipe his or her key card regardless of that an
associate is already servicing the room.
Enter the room
following the guest room privacy brand standard checking to ascertain if the
guest is present or not.
If the guest is not
present then they should visually check to ensure that the guest safety deposit
box is closed and secure.
In case a safety box is
found opened and associate can see that guest valuables are not
secured while guest is
not around then he/she must immediately call and inform Supervisor/ Manager or
Housekeeping desk, as well as Duty/Night Manager and Duty Security and leave
the hotel room, and then must wait there until Duty/Night Manager and Duty
Security’s arrival, who will witness this.
On arrival of the
Duty/Night Manager and Duty Security, they should inspect the guest room
visually, and “DO Not Disturb” sign should be placed on the room door.
Under no circumstances
the guest valuables or safety deposit box should be touched by any of the staff
members when they see them in the room for security reasons and ensure that
safe is not touched and no finger prints in and out side the safe.
A written message and
alert message should be then left on the guest’s room opera
system by the
Duty/Night Manager to advise the reception that the guest’s room safe has been
found open and that they should call the Duty/Night Manager on the return of
the guest.
The room should not be
cleaned until the guest returns.
When the guest returns
and upon seeing the message, Reception or Telephone Operator should call and
inform Duty/Night Manager and Duty Security.
·Duty Security and
Duty/Night Manager must visit the guest together and advise them that when the
associate visited their room, he/she found their safe unsecured and therefore
the room was immediately vacated and in order to secure the room a “Do Not
Disturb” sign had been place in their room.
At this stage the guest
should be offered housekeeping to service the room by
Duty/Night Manager as
it had not been cleaned due to the reason mentioned.
· All the three
departments, the one who finds the safe open, Duty/Night Manager and
Duty Security should
make a log entry in their respective log books.
· Same procedure will
applies if any jewelry, cash or valuables lying anywhere in the room.
Valuable left outside
the safe in the guest room
Any valuables in
occupied rooms which left outside the safe, Room Attendant or
Supervisor needs to
inform the Desk Coordinator.
She/He will log the
message into the message book and then will inform to the
Duty Manager and Duty
Security.
Room Attendant must
update their Report if any valuables in the room
Room attendant must update the
service report whether the guest is present in the room or guest is out of room
while servicing the room.
Task : Care and Maintenance
of Equipment
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod kumar
GOAL
To ensure that all the
equipment should work in good condition by adhering to the following set of
thorough procedures for handling equipments.
PROCEDURE
Check and clean the bag
of the vacuum cleaner, change the bag if required.
Make sure that the
vacuum is in good condition. Ensure that vacuum cords are wiped with damp cloth
on daily basis.
Wash mop and squeeze
water & leave it to dry. Wash & clean the mop bucket.
Any other equipment
needs to be cleaned & stored properly. (Scrubbing machine, Shampooing
machine)
Any equipment, which is
not working or broken to be reported to the supervisor who in turn gets it
rectified.
Report any frayed
electric cables, insulation cover damaged etc immediately.
Room Attendant Caddie should
contain Oasis pro 40,63,64,55 chemical in appropriate container, blue, red
sponges, WC brush, & gloves, Grouting brush.
Task : Placing of a Roll Away
bed.
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied when placing a rollaway bed.
PROCEDRUE
Check the extra beds
conditions (e.g. base of bed, headboard, wheels, skirting ) and place in the
room as per the guest request.
Check the mattress
protector for stains and change if required.
Start 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 palms of your hand facing down.
Mitre the corners of
the bottom of the bed. (Mitring is the process of making an envelope fold at
the base of the mattress)
MITRING
Begin Mitring with
sheets hanging loosely over the side of the bed.
Grab the loose end of
the sheet above one foot of the corner & pull it up at 45°
angle folding in a
flap.
Tuck in the part
hanging over the mattress & then the flap.
Open the duvet cover,
hold two closed ends and turn it to the other side. Hold 2 ends of the duvet
covers with blanket.
Lift up and shake
holding the duvet and the cover tight. Spread the blanket along the length of
the bed.
Move to the head of the
bed and fold the blanket. (Should be I foot from the head of the bed.
Ensure that pillow
inner slip free of stain.
Insert pillows into
pillowcases. Fluff up the pillow and place the pillow on the head of the bed.
Place the following
amenities
Slippers &Bathrobes
Bathroom supplies,
Bathe towels, face towels & hand towels.
Cups and saucer, Tea spoons,
water bottle
Task : Setting of floor
pantry (Morning & Evening)
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To ensure that pantry
should be cleaned & stocked with linen & supplies for the day’s works
by adhering to the following set of thorough procedures to be applied while
setting of floor pantry.
PROCEDURE
Clear the garbage &
soiled linen from the pantry
Replace a new garbage
bag in the bin.
Linen chute a for the
next day according to the linen requirement. The stock that should be
maintained in the pantry is one par that is enough linen to service all the
rooms in that floor once.
Do not over stock with
supplies and linen.
Soiled linen and fresh
linen should keep separately.
Do not store any
unwanted items i.e. room service clearance and lost found items.
Any supply which is not
available to be requisitioned for on the prescribed day of the week so that
stock level in the pantry is maintained.
Arrange and tidy the
pantry & mop the floor.
All guest request items to be
returned to the appropriate place. Pantry should be kept locked when in not
use.
Task : Cleaning & setting
up of the service area
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To ensure that all the
work areas to kept cleaning all the times
PROCEDURE
Service area toilets to
be cleaned ,disinfected & kept locked all the times
Roll away beds &
baby cots returned to their original position(extra bed rooms) All refuse to be
cleared.
Ensure all recycling
items are put in appropriate bins in the sorting center near
Associates bus stop.
In the event of there
being room service trays and trolleys in the service area, call up the room
service and request for the area to be cleared.
Mop the service area
clean.
Check for any
maintenance issues and report if any fused bulbs, ice machine leaking or noisy
etc.
Do not store any items
on top of the ice machine.
Ensure that service
area doors kept closed all the times.
Cleaning of Ice
Machines
Turn off or unplug the
ice machines before you start cleaning. Turn off the water supply to the
machines
Empty & discard all
the remaining ice from the machine.
Remove all the ice
contacts part from the machines and wash thoroughly with hot water. Sanitized
all the parts.
Reassembled the part
and wipe all the exposed surface of the machines. lets air dry
Restart machine and water
supply.
Task : Handing over keys
& Report (Morning & Evening)
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To handover all the
follow ups & information to the following shifts with accuracy. PROCEDURE
Brief about the task,
which is done since morning and hand over the follow-ups if any and then take
the supervisors signatures in the report.
Report to the supervisor
any service refused rooms DND room & late service request.
Inform the desk
coordinator or the supervisor about any special requests by the guest, so they
can update in the traces report (opera)
Hand over the reports
keys and glass cloths to the evening shift supervisor and counter sign for keys
in key register.
Task : Preparation for the
day (Room attendant- Evening)
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
The entire Room
attendant should well organized before the start of their work. PROCEDURE
Be well groomed
according to hotel standards.
Check the duty
allotment for the day and collect the keys for the respective area. The evening
shift supervisor conducts the briefing for the evening shift staff at 4pm.
Be aware of the guests
and any special requests that they may have. Attend daily briefing to ensure
that you are well informed about the daily events in the hotel.
Turn down starts at
18.00 hrs until 21:00. Between 16.00 hrs and 18.00 hrs the evening team follows
the extra cleaning schedule, which is prepared by the supervisor of the
respective floor, or they attend to any other task as per the requirement.
Task : Turn Down service
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied when “turning down” a guest room.
PROCEDURE
Approach the door of
the room
Observe the sign on the
door and if it is on DND come back, before 21.00 hrs. If the door does not have
DND, Position your selves in front of the guestroom security viewer with the
name tag visible to the guest.
knock on the door with
the knuckle of their index finger three times (or ring bell) to announce
Yourself
Housekeeping. If the
guest opens door.
If the guest opens the
door say, “good evening Mr. / Mrs. X, may I give the turn down service?” If the
guest says yes then start the service other wise come back at the requested
time.
If there is no response
after knocking or ringing the bell and announcing housekeeping
Wait for 10 seconds and
again knock /ring the bell again and wait for response if still no response
pones the door slowly, announce housekeeping again and then enter the room.
Keep the Trolley next
to the doorway in order to facilitate the cleaning process. Room Attendant must
keep the door closed whilst cleaning.
If the guest is not present then they
should visually check to ensure that the guest safety deposit box is closed and
secure.( If any valuable present in the safe box then procedure should be
followed .Ref See procedures on the page 28-29 valuable in the guestroom) Room
Attendant must keep the guest & room details sheet on their personal at all
times.
If any reason the room
attendant needs to leave the room, the guest room door must be closed,
regardless of whether the room is occupied or vacant.
If the guest re-enter their
room whist it is being serviced then, if lone working, the associates must, in
accordance with Brand standards, either leave the room or work with the door
open whist the guest is in the room. Once the guest leaves this
Closed Door policy must
be reverted to.
Tighten the bed if the
bed is used by guest & place the foot mat and slippers on side of the bed
according to the occupancy of the room.
Be observant of guest
preferences such as lighting, A/C, Television setting, what side to turn down,
extra blankets on bed etc.
Replenish the Discovery
envelope on the bed. Discovery envelope consists of
POCKET
01- (1) In-room dining menu
POCKET
02- (1) Hotel services, facilities, and in-room TV channel line-up
(1)
Spa Menu -- In front of HOTEL SERVICES INSERT
POCKET
03 - (1) Insert describing UNLOCK ART and
(1)
LM100 program Pass that provides guest entry into local cultural institution.
In front of UNLOCK ART INSERT.
POCKET
04- (1) Voucher for COFFEE FOR TWO (1) OFFERS (Optional)
For the guest who was
checking out on the next day .Input need to place on the fold bed with
chocolate.
Place the turn
chocolate according to occupancy of the room.
If the room is single
occupancy place foot mat and slipper down side of the bed where the guest has
left his night items.
Draw curtains
Empty bins and clean
ashtrays, Recycle Items form the Recycle Bins should be
emptied in designated
bins.
Clean the bathroom.
& Absorb Make a green choice program
If the used towels are
left in the bath floor will be changed & if the used towels kept in the
rack will not be changed
Amenities and towels to
be replenished. Floor mats & slippers by bedside.
Music & TV should
be turn off.
Place complimentary
bottled water and glass on the bedside table
Fill the ice bucket
with ice. place on the ice bucket on the coffee table.
Tidy but do not disturb
guest’s belongings report any valuables not stored in the safe. And report any
safes left open
Switch off all lights
except bedside & B/R lights
Close the door.
Slip turn down card
under the door if guest is not opening the door or it is double locked.
Status of every room on
the allotted area to be checked and recorded in the report.
Do not discard any
guest belongings, which have not been put in the waste paper basket. If guest
has already left the hotel follow the lost and found procedures.
Communicate guest room
deficiencies and requests to the
Appropriate departments for
action. Use guest history to check special requirements.
Task : Setting up Room
attendant trolley
(Room attendant- Evening)
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To ensure that correct
supplies placed in the trolley for the turn down service
PROCEDURE
The caddie must be
clean and dry with no old pieces of soap, shampoo etc. From the previous days
work!
Toilet cleaner, multi
purpose cleaner, air conditioner.
Fill up the re-useable bottles
from the dispensers. Stock the trolley with linen and replenish when needed.Following items to stocked in the trolley.
Double sheets.
Duvet covers. Pillow cases.
Bath towels Hand towels Bath mats Face cloths Foot mats
Toilet paper. Facial
tissues. Soaps Shampoo Bath gel Body lotion
Sewing kits Shoe mitt Nail file
Cotton pads Cotton tips Stationary paper / envelopes
Discovery envelope,
Breakfast Coffee voucher Lm 100 note card Curiosity Limitless Input
Dnd cards Weather forecast
Arabic proverb Bath robe tags Dnd slip.Do not fill the soiled linen bag higher than the top of the bag. A pile raised up to the ceiling looks untidy and unprofessional. As soon as the soiled linen gets to the top of the linen bag empty it into the linen chute.
Task : Room attendant Evening
–Other Responsibilities
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Room is cleaned as per
the guest request follow up with extra works & cleans all the late check
out rooms.
PROCEDURE
Clean all the checkout
rooms.
Clean the late service
rooms (stay over/occupied rooms)\ Refer procedures ABC’s of housekeeping.
Follow up with the Dnd
rooms.
Roll away beds &
baby cots returned to their original position (extra bed rooms) All refuse
cleared.
Make sure that service
area is clear of all room service trays & trolleys.
Mop the service area
clean.
Task : Cleaning of Lobby –Day
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To have a Spot less
appearance of public area-lobby & to have a welcoming ambience.
PROCEDUR
Damp dust door and
window frames, furniture, counter top. Make sure there is no finger mark on the
glass doors.
Damp wipe elevator
doors and polish with stainless steel polish.
Check the elevator
mirror and cleaned the glass by using OASIS PRO 40.
Check and clean sofa
cushions, look for any stains and arrange them properly.
Any stained cushion
covers to be changed immediately and the soiled one send to the laundry.
Entrance carpet should
be vacuumed and maintained all the times. Check the flowers on the table top.
Dry mop the floor when
required & whole lobby should dry mop around 1400hrs.
Clear the dustbins in
the reception counter and the back office.
Task : Cleaning of Lobby
Toilets –Day
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied while cleaning of toilets
PROCEDURE
Check for any defects
on furniture and fixtures and report any maintenance works to your supervisor
and desk coordinator by dialing 5903.
Empty and clean waste
bin and wipe with damp duster. Recyclable and non-recyclables are emptied in
designated Bins.
Apply OASIS PRO 64
cleaner in to Bidet / W.C urinal bowl and leave for 3 minutes.
Scrub inside with
toilet brush, deep inside remove and clean bidet stopper.
Clean seat cover with
damp duster.
Clean washbasin with
OASIS PRO 63 cleaner, blue sponge and wash down with water.
Clean the mirror with
OASIS PRO 40cleaner and wipe with clean duster. Wipe and remove and water stain
or finger marks with damp duster.
Replenish, toilet rolls
– tissues, face towel, soap liquid, hand lotion, and replace the flowers where
required.
Face cloths are
replenished frequently at least 8 times in a day.
Liquid soap is
replenished twice a day, in the morning and in the evening.
Task : Cleaning of Lobby
–Night
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To have a Spot less
appearance of public area-lobby & to have a welcoming ambience.
PROCEDURE
Check the master extra
cleaning schedule and check with the supervisor about the same (high ceiling
A/C grill cleaning, lobby wall cleaning, and brasserie curtain cleaning) and
follow that regularly.
Check for any defects
on furniture and fixtures and report any maintenance works to your supervisor
and desk coordinator by dialing 5903
Remove all trash from
the bin and wipe the bin inside out with damp cloth. Recyclable and
non-recyclables are emptied in designated Bins.
Start dry mopping from
one of the side lobby and Make sure that all the area has been covered.
Pay attention to behind
the curtain, corner and under the chairs or sofas.
Do not lift the dry mop
while doing the mopping. Always push the dry mop on the floor.
Place the sign board
before you start wet mopping. Place it in both the Sides of directions of the
ways.
Start Mopping from the
one end to the other end paying attention to the side areas and the hard stain
on the floor.
Note: Lobby marble
polishing and buffing will be done by blitz blank company.
Vacuum carpet rugs
thoroughly, under the furniture also and do spot cleaning if required.
Carpet edges should not
be neglected.
Remove all the cushions
and vacuum under the sofa Upholstery. And arrange cushions on the sofa.
Wipe all the surface with a
clean damp duster OASIS PRO 40 chemicals can be used for damp dusting.
Start from one side of
the lobby & make sure the that all the surfaces like Window frames ,wooden
skirting, picture frames, lamp shades, artifacts, tables, Mirror frames, table
counter.
If you notice any
maintenance complaints or health & safety hazards Report to the
housekeeping desk immediately to the supervisor.
Never use damp cloths
to wipe any electrical equipment, Switches & power sockets.
Use ladder to do high
level dusting (follow the safety instruction when using the ladder).
Spay OASIS PRO 40 on
the glass table and wipe it with the duster. Polish the elevator steel plates
and door wall by using steel polish.
Check the all flower
arrangement and the table top arrangement are good condition, if not report to
the supervisor.
Ensure that all the plants
are free of marks, smudges and derbris.
Clean in -house
telephones with OASIS PRO 40 cleaner using a clean rag. Ensure that all the
furniture is in correct position.
Check the air smells fresh
& pleasant.
Task : Cleaning of Lobby
Toilets –Night
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied while cleaning of Lobby toilets
PROCEDURE
Check for any defects
on furniture and fixtures and report any maintenance works to your supervisor
and desk coordinator by dialing 5903.
Empty and clean waste
bin and wipe with damp duster.
Before you start
cleaning ,place the wet floor sign board in front of the restroom
Wear glove before you
start using the chemical.
Flush the w/c and push
water in the w/c With w/c brush after pushing the water you can see yellow line
then apply the OASIS PRO 64 along with rim and in the basin and leave it for
sometime.
And then apply the
OASIS PRO 64 in the urinal bowl and scrub and wash immediately.
Clean the wash basin
mirror by spraying OASIS PRO 40 chemical on the mirror and wipe it down with
the duster.
Scrub and clean the
wash basin by using blue sponge and OASIS PRO 63 chemical. Ensure that wash
basin stopper & counter are cleaned properly.
Take the W/c brush and
clean the w/c.
R1 has been applied has
been before in the w/c so it easy to Loosen solids with toilet bowl brush.
Then apply OASIS PRO 63
on the out side of the bowl. By using red sponge scrub the outside part of the
bowl. Then wash down the bowl with water.
And wipe down the w/c
seat cover and underneath the bowl with duster
Ensure that w/c seat
cover is securely placed.
Dust all the skirting.
Window frame. Door frames, lamp shades, soap Dispenser, picture frames &
craft items.
Scrub floor using
scrubbing machine or deck brush. Pay attention to the grouting line edges. Wash
down with water and dry the floor.
Replenish toilet rolls,
tissues.
Check and refill hygiene bag
dispensers.(ladies Toilets)
Check and refill soap
and hand lotion dispensers.
Replace used towels on the
counter and make sure that the flowers are fresh. Rest rooms are clean and well
supplies.
Task : General
Responsibilities of Floor Supervisor –Morning
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To ensure the smooth
operations is being carried out through out the day
PROCEDURE
Take a thorough and
proper handover from night shift supervisor.
Do work allotment
according to the occupancy, each boys should get
14rooms(occupied/check
out)
Supervisor who comes
7:00 am in the morning has to the work allotment for all three buildings.
Conduct the briefing
for morning shift staff at 9AM in Trax.
Take down the list of
arrivals and departures for the day from the computer. Take down the list of
VIP arrivals, out of order rooms, special requests etc.
The guest corridors are
to be kept spotless at all times. The following areas are to be clean. Carpet,
Furniture, Mirrors, Pictures, Skirting boards, Windows Plants /
flowers Elevator doors.
The floor supervisor
co-ordinate with the Housekeeping control desk.
Regarding maintenance
complaints to be directed to the technician for rectification works with time
lines.
The maintenance
personnel informs the housekeeping desk when each job is completed. The desk
co-coordinator passes on the information to the floor supervisor who checks the
room.
Messages from front
office, which has to be passed on from desk coordinator to supervisor.
Lost and found enquiries
/ valuables in the room. Follow up with Guest requests.
Room status /
discrepancies.
Keep the staff updated
about events and functions in the hotel by doing training sessions on product
knowledge and also by informing the daily events during morning briefings.
At all times the
service and the standards to be according to welcome charter & SOP of the
department.
Task : Checking the
Guestrooms
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To ensure that the all
the guest rooms are checked for the cleanliness and conditions in order to
deliver our promise
PROCEDURE
Each & every guest
room in the allotted floor has to be checked. Make sure that the occupied rooms
are being cleaned according to the standards and also to make sure that the
flowers are still fresh and to check for any maintenance issues in the rooms.
Rooms to be checked
from one side of the main door to the other covering all areas.
Departure rooms are to
be realsed only when you are sure that everything is in good condition
according to the standards.
Once checked out room
has been checked by the supervisor the room status to be changed into IP
through telephone.
The following areas
must be checked while checking a room. Check all furniture.
Picture.
Skirting boards.
Windows. Balcony. Mirrors.
Audio / visual systems.
Safe deposit.
All lights.
Air conditioning
Carpet. Curtain.
Over all presentation. Wall
paint/wall paper
Amenities
Any maintenance work
order to be given to the Housekeeping Desk.
Cleanliness of bathroom
is very important part. It is very important to make sure that correct cleaning
methods are employed for cleaning the bathroom. The following areas are to be
kept in mind while checking the guest bathroom.
Lights.
Bathtub&Shower
curtain & rail
Towel rail & Hyde a
line
Toilets
Flush, taps and all
plumbing fixtures. Sink, Mirrors
Vase Glasses Amenities
Bathroom bins Doors.
Towels
Over all presentation.
Inspection can be done
also by using short inspection form, long inspection forms
& Process audit Form.
Task : Resolving Maintenance
Complaints
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To report and follow up
with all the maintenance complaint in proper way to keep the product fit and
fresh looks.
PROCEDURE
As soon as the room is
given as departure.Superviosr should the check for any maintenance issues in
the room and report it immediately to the desk coordinator. Desk coordinator
should process the complaint in Espresso and inform engineering technician the
same. While releasing the room make sure that all the complaints have been
rectified. Ensure the area is cleaned properly before you change the status to
‘inspected’ in the
system.
OCCUPIED ROOMS
Maintenance Complaints
in occupied rooms to be reported to desk by the Room Attendant while cleaning
the room .Desk to ensure that these complaints are passed to the engineering
department through “ESPRESSO” system. And also to keep the respective
supervisor informed about the complaint.
If a problem cannot be
resolved within an hour, contact reception to keep the guest informed about the
same.
Once engineering
rectify the problem, make sure that area is cleaned properly.
GUEST COMPLAINT
If any guest reports
maintenance issue, apologizes are to be made to the guest and inform
engineering department immediately and log the complaint in the star guest
response and follow through.
Technician has to
attend this complaint immediately with knowledge of the complaint, supplies and
tools.
Ensure that the room
door is kept closed when servicing and a maintenance door knob is hung outside
the door
If a problem cannot be
resolved within an hour, the reception to be contacted for a room move.
Once the complaint is resolved,
that area is to be cleaned thoroughly.
Thank the guest &
check for guest satisfaction
If there is a DND sign on the
door then a technical request card is slipped under the door.
Vacant
Inspected Room
If any maintenance
issues noticed in a Vacant Inspected room. They must be reported immediately
and ensure that the status of the room is changed as dirty In Opera System.
Desk coordinator has to
report it to engineering and log the complaint in the star guest response and
follow through.
Once the issue has been
resolved, the area must been cleaned thoroughly before releasing the room in
the system. And also close the complaint in the star guest response system
Task : General
Responsibilities Of Floor Supervisor –Evening
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Know the about the
Jobs and responsibilities of the floor supervisor
PROCEDURE
The duties of evening
shift supervisor are as follows.
Checking the logbook
& follow up book for handovers given by morning shift. Conduct briefing for
evening shift room attendants.
The points for briefing
will be mentioned in the department briefing book, daily fact sheet, and
function sheet. Allocate the turn down service room for the morning &
evening shift room attendants.
Make sure that all
departures have been cleared by morning shift. Half an hour before the morning
shift duty finishes the evening shift supervisor will contact the morning
supervisor to ask the question why the rooms are in a vacant dirty status.
The evening supervisor
then follows up with the front desk regarding the departure timings of the
rooms that have not yet checked out.
Take proper handover
from morning shifts.
Any late service
requests to be done at the requested time. Follow up with the DND rooms.
Checking turn down
service of all VIP room.
Make sure that turn
down service is given to all rooms between 18:00 hours and
21:00 hours.
Attending guest
requests like baby cot, extra bed etc. Clearing all check out before handing
over to night shift.
Any situation or guest
complaints to be informed to the late duty manager immediately and raise a CFF.
Follow up any extra work which
is given by head housekeeper.
Task : General
Responsibilities Of Supervisor – Night
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Know the about the
Jobs and responsibilities of the floor supervisor
PROCEDURE
Night supervisor checks
rest rooms lights, walls, doors, toilets, sink, mirrors, bins, floor, to make
sure all the equipment is in good working condition, and clean, all guest
supplies are replenished.
Check all the
furniture; make sure that sofa is clean and properly arranged. Carpet/ rugs
neatly vacuumed, shampooed. All glass doors and glasses are clean and spotless.
Elevator, doorframes
and all other brass and chrome surfaces should be shining. Make sure all the
lamps / shoeshine machine is in good working condition.
Make sure plants are in
good healthy condition, flowers to be changed as required. Restaurant carpet
should be vacuumed, shampooed properly.
Glass, window framed
cleaned properly.
Arrange curtain, draper
in proper way.
Make sure all the back
area corridor lift / locker rooms are clean neat, and tidy. Make sure lobby
lift area, all ashtrays are cleaned and polished check the flower vase.
Task : General
Responsibilities of Desk Coordinator
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To have a proper
Coordination with internal & external customers.
PROCEDURE
To answer the call
within 3 rings
Greet all callers in a
warm courteous manner with a smile “Good morning/afternoon/evening
housekeeping, This XYZ, at your service?
Take time to listen,
never rush and response to the callers
All guest requests must
be logged with time of receipt of the request and time of clearance in message
register.
Offer assistance and
listen attentively.
Contact other
departments on guest’s behalf. No guest should be told to call other
department.
Speak slowly and
clearly summaries requirement, check accuracy. Inform guest of your next action
and inform him how long it will take.
If any delay, inform
the guest and remain in touch till the situation is resolved satisfactorily.
For guest request
items.
All guest requests have
to be logged in the message register. And also to register through Star Guest
Response (SGR)
Inform the respective
floor Supervisor and convey the message immediately. All guest requests have to
be attended within 10 minutes
Contact other
department if necessary and follow up.
Call the guest and ask
if their request has been attended.
If the item requested
by guest is not available apologize to the guest and give an alternative.
Other Responsibilities
Lost and found
procedures & Baby sitting service
Print discrepancy
report at 9:00 and 15:00 hrs.
Preparing occupancy
report. Ordering stores Filing of all important documents
If any valuables left
inside the safe & safe open, inform the duty security and duty manager.
Any valuables left outside like
mobiles, watches, camera, laptop, will be logged into the security messages
sheet and it will be handed it over to Duty Security officer at the end of the
shift, and the reference copy will be in the housekeeping office.
Task : Desk Coordinator -
Opening Of Shift
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Know the about the
Jobs and responsibilities of the Desk coordinator
PROCEDRUE
To take department keys
from security in the morning at 7AM.
Open the housekeeping
office and take back Ext. 7 (Forwarded to the operator the previous night)To
cancel the forwarded extension, press cancel fwd button two times
Check the systems
whether the system has been updated, so that we can use the system.
Print two sets of
Housekeeping task sheet for morning report (refer index….) While the report is
being printed check the log books for any follow up.
Print Arrivals, Departures,
Out of order, Out of service, Trace, VIP reports. Give out the keys to the Room
Attendant and maintain proper records for the same.
Task : Desk Coordinator – Key
Control
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
Strictly follow the
safety regulation of the hotel while handling the keys
PROCEDRURE
The main housekeeping
had to collected from the security office by the person who is opening the
shift (This bunch contain keys like HK office key, lost & found room key,
lost & found cupboard key, locker key, HK key cabinets etc) Keys must be kept
in a secure locked key box
The persons to whom the
keys are given have to sign in for the keys and also to sign out for the keys
when returning the keys.
Daily audit of keys
must be completed
Housekeeping should not
open any rooms for the guest/other department staff.
If any key is not working, key request form
has to be filled, Exe. Housekeeper has to sign and then to be given to the
engineering department.
In room with energy
conservation units the master key should not be used but use another plastic
card.
Task : Flowers Orders
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To handle Flower
requests promptly and efficiently
PROCEDRUE
Flower shop is located
in the basement of the Main building Basement level. Flower shop opens at 8am
and closes at 8pm.
Any flower request has
to be given to the housekeeping desk, on flower request form.
After the order is
taken by the desk coordinator, it is passed on to the florist.
For a complimentary bouquet, complimentary
form has to be filled and signed by the manager.
Each dept. /outlet gets
charged for the flowers at cost price.
Task : Billing /Miscellaneous
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Accurate charges to be
done while an item has been sold from housekeeping by adhering the following
procedures.
PROCEDURE
All flower orders,
bathrobes, towels etc, which are sold to the guests, has to be billed by
arising miscellaneous slip.
Miscellaneous bill has
to be made manually (copy available in housekeeping office on the clipboard
along with the miscellaneous control list)
Details like date, room
number/name, type of bouquet and amount has to be entered on the control sheet.
The guest signature has
to be taken on that and then the bill is taken to the front desk cashier who
charges it to the guest account and gives credit to the housekeeping
department. And a copy of miscellaneous should be filed for the future
reference.
If the guest is paying
by cash, collect the cash and take it to the front desk cashier and the same
procedure is repeated.
Task : Baby Sitting Service
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied in Baby sitting service
PROCEDURE
Housekeeping is
responsible for arranging baby sitter.
24 hours notice needs
to be given for arranging baby-sitting. Any other requests are subject to
availability.
Baby sitting request
forms are available on the clipboard hanging on the wall in
Housekeeping office.
When the guest calls to
book a baby sitter open the baby sitting file in the computer and type the date
when the baby sitting is required, room number, name of the guest and baby
sitting timings.
Ask the guest how old
the child is and how many children are there to baby sat. (If there is more
than one child we have to arrange two baby sitters)
Inform the guest about
the baby-sitting charges
i.e. 50/- dirham per
hour with a minimum of three hours, After midnight Dhs.60/- per hour
When we informing the
baby sitting charges to guest, we should mention to the guest that the charges
will be posted to their room bill directly on completion of the service Only
female staffs that have completed fire training and baby sitting procedure
training can do the baby sitting.
If the baby sitting is
confirmed, fill up the baby sitting form (available in HK office in the
cupboard)
Baby sitter names are
available in the telephone diary (kept in housekeeping office)
Call the baby sitter from the
numbers available in the diary and arrange whoever is available.
If the baby sitting is
confirmed, inform the guest.
If guest is not
available leave a message at the reception saying that the baby sitting is
confirmed
Babysitter /
Housekeeping desk coordinator has to inform the reception after completing the
babysitting service, in order to post the charges to guest room account (folio)
Reception associates
will charge the guest room account based on the Baby
Sitting
Service
Form under
the new opera code of “Babysitting Charges”
On bi weekly basis
Housekeeping administrator will submit the summary of payment by baby sitters @
the rate of AED 40 per hours (before midnight) and AED 50 per hours after
midnight (a sample format will be forwarded to housekeeping administrator by
the Income Auditor).
Income Auditor / DDOF will
review this statement and forward to General Cashier for disbursement.
If the guest calls at
the last moment for a baby sitter, inform the guest that it is a very short
notice but we will try our best to arrange one for them
Apologize to the guest
if we are not successful in arranging a baby sitter and ask the guest if they will
be requiring a baby sitter the next day, so that we can arrange well in
advance.
Fill in the name of the
guest, room number, and name of the baby sitter, date baby sitting required,
from what time and baby sitting charges.
Baby sitter has to
report to Housekeeping office 15 minutes in advance.
Baby sitter has to
collect the form from the Housekeeping office and has to wear child minder
T-shirt (which is available in Uniform Room) before commencing the baby sitting
Desk coordinator has to
keep telephone operator informed about the baby sitting for safety reason in
case of fire emergency
Inform the baby sitter
to hand over the form to the guest before commencing the baby sitting, for the
guest to read and sign.
The baby sitter has to
ask the guest where they will be while she is doing the baby sitting (incase of
emergency)
Desk Coordinator have
to follow up on the timings and baby sittings who have booked, incase if there
is anyone delayed Desk Coordinator has to call the guest 10 minutes before
apologize to the guest ask the guest if they want to wait for the same baby
sitter if not arrange an other baby sitter who is available.
Task : Lost & Found
Procedure
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
Items left behind by
guest to be handled with care and to be returned to them in perfect condition.
PROCEDURE
The Housekeeping
Department is solely responsible for all lost & found items, under the
supervision of the Executive Housekeeper.
Any item left behind by
the guest at any part of the hotel is “lost & found”.
Items found in other
departments by Non-Housekeeping staff have to be reported to Duty Manager and
Duty Security officer and handed over to Housekeeping Lost
& Found section
immediately, stating the name of finder description of the item, date, time and
the area where item is found.
All Lost & Found
items will be bagged, tagged, and logged into the Lost & Found logbook
immediately by the Housekeeping desk or designated person in-charge of lost
& found.
All items are to be
stored in a secure place by sequence of numbers and dates whereby retrieval is
quick and easy.
All valuable items
(e.g. Jewellery, cash, etc) will be secured in a safe deposit box. The key will
be kept secure in a key box in the Executive Housekeeper’s office. Access to
this will only be given to designated associate from Housekeeping department.
Liquor
Bottles
Liquor bottles sealed
are recorded in the liquor register and handed over to the beverage stores.
Open bottles are disposed in presence of security and recorded in the liquor
register
Lost & found inquiry forms
are kept on the clipboard on the wall in Housekeeping office. If any guest
calls to inquire about lost & found, pick up the clipboard with lost &
found inquiry forms. At this point do not inform the guest whether the item is
found or not, just fill the inquiry form and inform the guest that we will get
back to him/her.
Write the current date,
name of the guest, duration of their stay, area item is lost, description of
item, telephone and fax number.
·After the guest has
disconnected the call, open the lost & found register and check as per
their duration of stay if any item has been registered. If it is not registered
inform the Head Housekeeper/ Supervisor to check with the respective room
attendant who had cleaned that room/area.
Incase of a local call
and if the item is found/not found, call and inform the guest. Inform duty
manage and duty security about the lost & found enquiry.
Incase of an
international call and if the item is not found, we have to call and inform the
guest it is not found.
Incase the item is
found get the address and credit card details of the guest in order to process
for shipping the item.
If the TNT charges are
less than 50 Dirham, we can send the items to the guest free of charge
Once we have received
all the details from the guest prepare the items for shipping
We have an account with
TNT – (Check with Desk Coordinator/Administrator)
Call TNT on 8004333, give
the account number, country the parcel to be sent, weight of the parcel and ask
them how much it will cost.
Charge the amount on
the guest credit card by raising miscellaneous voucher and keep a copy of the
charges (to be sent later on with the parcel)
Fill up the TNT airway
bill or online booking by writing the name of sender, delivery address, contact
person, contact number, description of contents, declared value for custom (put
approx. amount)
Prepare a Performa
invoice (write what is inside the parcel, address, where it is going and
approx. amount of the item.
Call the TNT and
arrange for the parcel to be picked up.
All the food and
beverage items found are to be internally disposed off by the housekeeping and
witnessed by the security officer on duty.
After three months from
the date of items found, Executive Housekeeper will fill out the form attached
herewith and then forward it to the Director of Security & Safety.
The Director of
Security and Safety or his nominee will surrender the items and the forms at
the Dubai Police office.
The copy of the receipt
will be kept at the Housekeeping and security office for record and future
reference.
Under no circumstances,
the items any more be handed over to the finder.
In accordance with the
Federal penalties law, handing over a found item to the finder is considered a
crime.
All Guest inquiries
after the items handed over to Dubai Police, refer them to Jebel
Ali Police Station on phone
number 00971 4 8816111.
Task : Purchase Requisition
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Purchase right items on
required time by the following the procedure
PROCEDURE
/ Fidelio and Opera
Go to Madinah
Hotel – Rajhi Home page and click on Ace financials
Type User name , type
Password
Click in Procurement
Move the cursor to
Transaction Entry, keep the cursor on Purchase Requisition To make a new
Purchase Requisition press create , Type the date, delivery date, validity
date, pay type whether credit/cash/direct, credit date, Type the supplier code
number, name of the company,
In the detail column
type in brief what is being ordered and enter.
To insert item
description which need to be order click “insert” Type the location as HK and
enter.
Type the code for the
item being ordered and enter. Type the proper description of the item and
enter.
Put the unit whether it
is number, packets, boxes etc and enter.
Type the quantity
required, enter, type unit price, enter, type discount if any and enter again.
If there is some more
items to order follow the same above procedure.
Task : Store Requisition
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Viod Kumar
GOAL
Raise the store
requisition as per requirement
PROCEDURE
The Supervisor/Head
housekeeper from Main/Club/Tower and public area has to check their respective
store and order the items by filling store requisition forms available in
housekeeping office.
Store order forms have
to be given to the Desk coordinator/administrator every week by Saturday.
After taking the signature of
the Executive Housekeeper these requisitions has to be given to the storekeeper
every week by Sunday.
Task : How To Use Opera PMS
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To know accurate status
of the rooms & to know how to use opera PMS PROCEDURE
Switch on the computer.
Wait for the screen to
come alive.
When Novell login comes
on the screen keep the user name as Hkeeping1987 and type the password as
Hotel.1 and enter.
From the Desktop double
click Madinah Hotel – Rajhi OPERA PMS and then double
click Hotel
Opera Edition (PMS)
Enter your ID and your
password.
Housekeeping uses only
Room Management and Miscellaneous options from the Hotel Opera Edition (PMS)
To check vacant dirty
rooms, go to Room Management, click Housekeeping, click Housekeeping
Management, click dirty vacant.
To check clean vacant
rooms, go to Room Management, click Housekeeping, click Housekeeping
Management, and click clean vacant. (Dirty vacant room list can be printed by
clicking reports, click preview and print.)
To clean a dirty room
in the system, go to Room Management, click Housekeeping, click Housekeeping
Management, and enter the room number click clean. (Clean vacant rooms can be
printed by clicking reports, click preview and print.)
To check out of order /
out of service room, go to Room Management; click Out of Order / Out of
Service. (Out of order/out of service rooms can be printed by clicking reports,
click preview and print.)
To check queue rooms go
to housekeeping; click housekeeping management;
click queue rooms.
To put a Discrepancy go
to Room Management, click Housekeeping, click
Room Discrepancies, enter the room number, go to room status and change the status of the room. (Discrepancy rooms can be printed by clicking reports, click preview and print.)
To put a room Out of
order/Out of service, go to Room Management, click Out of order /out of
service, click NEW, and click room number, put from date. Through date, status,
return status and reason for out of order or out of service.
Press ctrl F7, write
the room number and enter and click reservations.
To check arrivals go to
Room Management, click Housekeeping, click
Housekeeping
Management, click clear all, click advanced, click arrivals.
To print any report for
housekeeping go to the miscellaneous click reports, click
Housekeeping.
F1 OPERA HELP
F3 ROOM SEARCH F5 RATE
QUERY
F7 NEW RESERVATION
SHIFT F1 OCCUPANCY
GRAPH SHIFT F2 CONTROL PANEL SHIFT F3 HOME STATUS SHIFT F5 FLOOR PLAN
SHIFT F7 PHONE BOOK
SHIFT F8 IFC MENU CTRL F1 OPERA HELP CTRL F3 ROOM PLAN CTRL F4 DASH BOARD CTRL
F7 OPERATOR
CTRL F8 MAXIMUM AVAILABILITY
Task : Safety Procedures
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Regulation Prescribed
by the hotel
PROCEDURE
Sign in & out for
the guest room keys given to you. Do not hand over keys to any one. Do not open
the doors for any one including guests.
In the event of any
guest requesting for the door to be opened for them, politely inform the guest
that you are not allowed to do that for security reasons. If the guest insists,
inform your supervisor immediately.
Never leave a guest
room door open & leave the room.
Report any valuable
items or money in occupied rooms immediately to the housekeeping desk that in
turn will inform the duty manager and duty security.
Report safe deposit box
found open in occupied rooms. Report any occupied room main door found open.
Room Attendant must
keep the door closed whilst cleaning.
Room Attendant must
keep their keys on their person at all times.
Room Attendant must
keep the guest & room details sheet on their person at all times. If for
any reason the room attendant needs to leave the room, the guest room door must
be closed, regardless of whether the room is occupied or vacant.
Should an individual
request entry to their/a guest room, the room attendant must tactfully refer
the individual to the front desk where registration status can be verified. At
no time is Room Attendant permitted to open a door for a guest, fellow
associate,
or other person. Both
guests and associates must use their registered key-card.
Room Attendant must
keep the pantry door closed at all times.
Before leaving Room
Attendants should check security equipment to see that it is functioning
properly (as applicable to local hotel procedures.)
Dead bolt on corridor
door and connecting room door. Check Security bar (safety chain) on guest room
door. Window opening restricted to 100mm
Windows to limit access
from outside the room, where Windows may be opened. In-room safe, secure and
with no evidence of tampering.
Bedroom door to
corridor self-closing. Check the room’s furnishings for signs of wear
& tear.
Task : Handling
Chemical
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To the know how to use
chemical in proper way. PROCEDURE
Chemicals and cleaning
agents should be used only according to the instructions and specifications
(MSDS) given by the company.
Always wear gloves
while using strong cleaning agents.
While spraying
chemicals make sure that only the area, which has to be cleaned, is sprayed.
While cleaning occupied
rooms, make sure that guest articles etc are not damaged in any way.
Do not mix two or more
cleaning solutions.
Each solution meant for
cleaning a particular surface must be used only for that purpose.
After cleaning, it
should be made sure that the entire solution is washed off or wiped from the
surface.
Never use any chemical
for which you have not been trained
Use only the bottles or
containers which are meant for that particular product, the label should be
clear and visible.
Task : Room & Bathroom
Amenities Set Up
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To have the best room
and bathroom amenities in the guest room
PROCEDURE
DELUXE
ROOM (main building) In the room (Wardrobe)
12 coat hangers
6 clip hangers
4 satin hangers
1Tie hanger
1 Shoe basket with 1
shoe shine paper, 2 shoe bags (shoe horn to be hung to the hook inside the
wardrobe)
And one shoe mitt
placed on top of the shoe bags
2 Pair bathroom
slippers.
2 Laundry bags.
2 Laundry slips&
Folder( to Be hang on the clip hanger)
1 Mini & 1 Micro
Shopping bag should be kept behind the shoe basket.
1 Coat brush
1 Suit bag
1 Extra pillow &
blanket in a bag (2 blankets in twin rooms)
1 Luggage rack to be
kept inside the wardrobe
1 Iron & Iron board
1 Bath Robe With Hand
Tag
Writing desk / dressing
desk
1 Ashtray (except in
non smoking rooms)
1 Flavours
Service Directory Folder
Stationary folder
consisting
2 A 4 sheets
4 Envelops
Drive me card
1 Service directory
1 Health and Safety
Manual
Where you will be
Input
LM 100 note card
1 Pen
1 Hair dryer packed bag
(inside the drawer close to power socket)
In Armoire
Remote Control TV &
DVD
Safe notice card inside
the safe box.
Refreshment center tray
consisting of
1 Ice bucket with ice
tongs
2 Wine glasses
2 Rock glasses
2 High Ball glasses
2 Cocktail Stirrers
1 Bottle opener
1 Refreshment center
List
6 coasters
6 glass covers
One luggage rack should
be kept next to the TV armoire.
Tea coffee amenity tray
consist of
1kettle.
2 cups and 2 saucers
2 spoons
6 rainbow milk
2 cookies ( 1 butter
& Chocó chip )
2 Nescafe classic.
2Decafe
2nescafe
4 English breakfast tea
bags
1 pepper mint
1 early grey
1 cammolie
1 jasmine
6 sugar sachets
2 sweet n low
On bed side the
telephone table
1 note pad in leather
holder
1 Telephone pricing
list
1 pen.
Make a green choices –
door Hanger
1 bottle of
complimentary mineral water with complimentary tag and 1 high ball glass on the
coaster.
1 local yellow pages
(inside the drawer)
Bedside table
1 Ashtray (Except non
–smoking rooms)
1 tissue box with
leather holder.
1 complimentary mineral
water with complimentary water tag and 1 high ball glass on the coaster.
1 Concierge Magazine
and 1 Time Out & 1 Arabian Business Magazine
BATH ROOM
3 Bath sheets
2 Hand towels
2 Face towels
2 Bidet towels
1 Bath mat
1 Bath rug
1 Bath robe on satin
hanger with a bathrobe hang tag
Wash Basin
30 gm soap in soap dish
1 Water bottle with a
complimentary tag
2 Bathroom tumblers on
coaster
1 Bud Vase with flower
Amenity tray consist of
2 face towels
1 Bath gel
1 Body Lotion
1 Shampoo
1 conditioner
Near Bath Tub
1 60 gm soap in soap
dish
1 Shampoo
1 Bath gel
1 Body lotion
1 Conditioner
Bath menu On the vanity
counter
On vanity counter
(above w/c)
30 gm soap (in soap
dish)
2 Toilet rolls
Ash Tray (only smoking
rooms)
Plastic Amenity Box
contains (Big)
2 Combs
1 Sanitary bag
1 sewing kit
Plastic Amenity Box
contains (Small)
1 Shower cap
4 Cotton buds
1 Cotton pads
2 Nail files
Weighing scale (corner
of the bathroom floor)
Shaving mirror should
be kept on magnifying mirror side.
Suite
Room (main building)
IN LIVING ROOMS On
entrance table
1 Concierge Magazine
and 1 Time Out & 1 Arabian Business Magazine
WRITING Table
1 I pod Docking station
1 Flavours
Service directory
Stationary holder
consisting
2 A 4 sheets
4 Envelops.
1 Note Pad
Drive me card
1 Service directory
1 Health and Safety
Manual
Where you will be Lm
100 note pad Input
1 Pen
On side table (round)
1 ashtray (Except non
–smoking rooms)
In TV Armor
remote control
Safe notice inside the
safe box luggage rack kept near the wardrobe Refreshment center tray consisting
of
1 Ice bucket with ice
tongs
2 Wine glasses
2 Rock glasses
2 beer glasses
2 Cocktail Stirrers
1 Bottle opener
1 Refreshment center
Bar List
6 coasters
6 glass covers
Tea coffee amenity tray
consist of
1 kettle.
2 cups and 2 saucers
2 spoons
6 rainbow milk
2 cookies ( 1 Butter
& 1 Choco Chip )
4 Nescafe classic
Decafe
2nescafe
4 English breakfast tea
bags
1 pepper mint
1 early grey
1 cammolie
1 jasmine
6 sugar sachets
2 sweet n low
Al Ka-Aba sign (Mecca
direction) sticker above entrance table on the ceiling
BED ROOM Wardrobe
(left)
6 coat hangers
3 clip hangers
2 satin hangers
1 tie hanger
1 shoe basket with, shoehorn
(to be hung to the hook) 2 shoe bags and 1 shoe mitt on top of the shoe bags.
2 pair of bathroom
slippers.
1 laundry bag holder.
2 laundry bags.
2 laundry slips &
folder (to be hanged on the clip hanger).
1 Mini & 1 Micro
shopping bag.
1 coat brush.
1 suite cover
1Room Tariff card in
acrylic holder
I Bathrobe with Hang
Tag. Wardrobe (Right)
6 coat hangers
3 clip hangers
2 satin hangers
1 pillow and blanket in
a bag (2blankets in twin rooms)
1 luggage rack
I Iron Board & Iron
On coffee table
1 Ash tray (except
Non-Smoking rooms)
Dressing table
1 Hair dryer (inside
the drawer)
Bedside table
(Telephone side)
note pad in leather
holders
Telephone pricing list
pen
Make a green choices –
door Hanger
local yellow pages book
inside the drawer
Bottle of complimentary
mineral water with complimentary tag and 1 high ball glass on the coaster.
Bedside table (right)
Ashtray (Except non
–smoking rooms)
tissue box with leather
holder
Bottle of complimentary
mineral water with complimentary tag and 1 high ball glass on the coaster.
Bath room
4 bath sheets
2 hand towels
3 face towels
1 bath rug
2 bath mats
bidet towels
1 bath robe on satin
hanger with bathrobe tag should be kept inside the pocket
On wash basin
1Glass Amenity Tray.
2 Body Lotion (Cinq
MOndes )
25gm soap
2 bottles of mineral
water with complimentary tag
2 bathroom tumblers on
the coasters. Tissue box with holder
1 bud vase with flower
1 ash tray above w/c
counter (except non-smoking rooms) Plastic Amenity box contains (above w/c
counter)
1 hygiene bag
1 sewing kit
2 combs
1 dental kit
1 shaving kit
Plastic Amenity box
(small)
1 shower cap
4 cotton bud
1 cotton pad
2 Nail files
In Shower room
1 shampooing shampoo
40ml
1 Hair conditioner 40ml
1 Shower Gel 40ml
2 Herb Scrub
On Bath Tub
1 bath mat
1 shampooing shampoo
1 Hair conditioner
1 shampoo
1 Soap
1 Bath menu on bathtub
counter
On Bath towel rack
3 bath towels
STD Room
In the room (Wardrobe)
12 coat hangers
6 clip hangers
4 satin hangers
1 tie hanger
1 shoe basket with, 1
shoe shine paper, 2 shoe bags.( shoe horn to be hung to the hook)
with 1 shoe mitt on top
of the shoe bag
1 shoehorn, hanged on
the hook.
2 pair of bathroom
slippers. Laundry bag holder consisting of,
1 coat brush.
2 laundry bags.
2 laundry folder &
List (to hanged on the laundry slips)
1 extra pillow with
blanket in a bag (2 blanket in twin room)
1 suit cover
1 Luggage rack
1 Mini & 1 Micro
Shopping bag should be kept behind the shoe basket
1 Iron & Iron board
1 Bath Robe with Hang
tag ( to be placed on the satin hanger )
In Armor
Refreshment center tray
consisting of
1 Ice bucket with ice
tongs
2 Wine glasses
2 Rock glasses
2 Beer glasses
2 Cocktail Stirrers
1 Bottle opener
1 Refreshment center
List
6 coasters
6 glass covers
Writing Table
Flavor
Service directory
Stationary holder
consisting-
2 A 4 sheets
4 Envelope
Drive me card
1 Health and Safety
Manual
Lm 100 note card
Input
1 Pen
Where you will be
One ashtray (Except in
non smoking rooms) Inside the Coffee table.
1 Concierge, 1 Time out
, 1 Arabian Business, 1 Discovery Dubai
Bed side telephone
table
1 l water bottle with
complimentary tag and 1 high bass glass on the coaster
1 local yellow pages
book inside the drawer
1 leather folder
consisting,
1 note pad
1 Telephone pricing
list
1 pen.
Make a green choices –
door Hanger
1 tissue box in leather
holder.
Bed side table
One ashtray (Except in
non smoking rooms
l water bottle with
complimentary tag and 1 high bass glass on the coaster
On dressing Table
1 Hair dryer inside the
drawer towards entrance
1 I pod Docking station
Fruit Tray
Tea coffee amenity tray
consist of
1kettle.
1 tea pot
2 cups and 2 saucers
2 spoons
6 rainbow milk
2 cookies ( 1 Butter
& 1 Chocó Chip )
2 Nescafe classic
2 Decafe
4 English breakfast tea
bags
1 pepper mint
1 early grey
1 cammolie
1 jasmine
6 sugar sachet
Bath room
4 bath sheets
2 hand towels
3 face towels
1 bath rug
2 bath mats
2 bidet towels
1 bath robe on satin
hanger (with bathrobe hang tag )
Supplies
On wash basin
1 30gm soaps
2 Body Lotion (Hermes
40ml)
2 mouth wash
1 ash tray (except
non-smoking rooms)
Plastic Amenity box
contains (Big)
1 hygiene bag
1 sewing kit
1 Dental kit.
1 shaving kit
1 plastic amenity box
with
1 shower cap
4 cotton bud.
1 cotton pad.
2 Nail files
1 Bottle of mineral
water with complimentary tag
2 bathroom tumblers on
the coasters
Tissue box with holder
Bud vase with flower
In Shower room
1 shampooing shampoo
40ml
1 Shower gel . 40ml
hair conditioner 40ml
Near W/C
1 30 gm soap
2 Toilet roll
On Bath tub
30 gm soap
1 bath menu
TOWER SUITES ROOM
IN LIVING ROOM On
coffee table
1 Ash tray (Except non
–smoking rooms)
On Writing table
1 Flavours
Service directory
consists of
2 A 4 sheets
4 Envelops. Drive me
card Input
LM 100 note card
1 Service directory
1 Health and Safety
Manual
1 Pen
Where you will be
Tissue box with leather
holder
TV Armor
remote control
1 DVD remote
Refreshment center tray
consisting of
1 Ice bucket with ice
tongs
2 Wine glasses
2 beer glasses
2 High Ball glasses
2 Cocktail Stirrers
1 Bottle opener
1 Refreshment center
List
6 coasters
6 glass covers
Magazines on the
entrance table
Time out Concierge
Discovery Dubai Arabian Business
In entrance toilet
On wash basin counter
2 Hand towels
2 Face towels
1 30gms soap
2 Body lotion
Near W/C
2 Bidet towels
25gms Hermes soap
2 Toilet Rolls
1 Hygiene Bag
IN KITCHEN AREA
1 Kettle
2 mineral water bottles
inside the fridge
IN BED ROOM
On bed side table
1 Ash (Except non
–smoking rooms)
1 Mineral water bottle
with complimentary tag and 1 high ball glass on the coaster.
One luggage rack to
kept next to the table
On bed side table
(telephone side)
1 Note pad in leather
holders
1 Telephone pricing
list
1Pen
1 tissue box with
leather holder
1 local yellow pages
book inside the drawer
1 mineral water bottle
with complimentary tag and 1 high ball glass on the coaster.
In TV Armor
2 remote control
TV& DVD In DRESSING TABLE
Hair dryer in dressing
table drawer
1 I pod Docking station
In wardrobe (1)
1Blanket, 1 pillow in
bag
1 Shoe basket
1 shoe shine paper
2 shoe bags
1 shoe mitt on top of
the shoe bags
1 shoe horn (to be hung
to the hook)
1 coat brush in laundry
bag holder
2 pairs of slipper
1 Suit cover (to open
hung to the hook inside the wardrobe) Room tariff card in holder
2 laundry bags in
holder
2 laundry folder and
list (to be hang on the hangers)
1 Mini & 1 Micro shopping
bag should be kept behind the shoe basket
6 coat hangers
4 clip hangers
2 satin hanger
1 tie hanger
In wardrobe (2)
6 coat hangers
3 clip hangers
2 satin hangers
1 extra pillow and
blanket in a bag
1 Luggage rack
1 Iron & Iron Board
1 Bathrobe with hang
tag ( With satin hanger )
Bath room
On wash basin
1Magnifying mirror
2 mineral water bottles
with complimentary tag
2 body lotion in glass
tray
1 Tissue Box in holder
30 gm soap in soap dish
2 bathroom tumblers on
coaster
2 mouth wash
In Amenity Box
1 shower cap
2 Nail file
1 cotton pad
1 hygiene bag
4 cotton bud
1 sewing kit
1 Dental kit.
1 Shaving kiT
On Tub
1 Soap
1 Hair conditioner 40ml
1 Shampooing shampoo 40ml
1 foam bath 40ml
1 bath menu on
bath tub counter
Near WC
30 gm soap
2 Toilet roll
In Shower room
1 shampooing shampoo
40ml
1 Foam bath. 40ml
1 Hair conditioner 40ml
2 Herb Scrub
4 Bath sheets
4 Hand towels
3 Face towels
1 Bath rug
1Bath mat
2 Bidet towels
1 Bath robe on satin
hanger (with bathrobe tag )
ROYAL SUITE ROOM IN BED
ROOM
On bed side table
1 Ash tray with matches
(Except non –smoking rooms)
On bed side table
(telephone side)
1 Note pad holders
1 note pad
1 telephone pricing
list
1Pen
Make a green choices –
door Hanger
1 Tissue box with
leather holder
Hair dryer in dressing
table drawer
1 local yellow pages
book inside the drawer
In TV armor
1DVD tent card
Remote holder with TV
channel list
Safe notice inside the
safe box
In luggage room (1) In
wardrobe (1)
1Blanket, 1 pillow in
bag
1 Shoe basket
1 Shoe shine paper
2 Shoe bags
1 Shoe horn (to be hung
to the hook)
1 Shoe mitt on top of
the shoe bags
2 Pairs of slipper
Room tariff card in holder
2 Laundry bags in holder
2 Laundry Folder and
list (to be hanged in the clip hanger)
1 coat brush in the
laundry bag holder
1 Mini & 1 Micro
Shopping bag should be kept behind the shoe basket
6 Coat hangers
3 Clip hangers
4 Satin hangers
1 Tie hanger
In wardrobe (2)
6 Coat hangers
3 Clip hangers
1 Tie hanger
In Luggage room (2) In
wardrobe (1)
6 Coat hangers
3 Clip hangers
2 Satin hanger
Bath robe with bath
robe tag
In wardrobe (2)
6 Coat hangers
3 Clip hangers
1 Satin hanger
1 Tie hanger
IN BATHROOM
On wash basin
2 Mineral water bottle
with complimentary tag
2 Tissue box in a
holder
2 25gm Hermes soaps
2 Face towels
4 Hand towels
2 mouth wash
Amenity Box contains
2 Dental kit
2 Shaving kit
1 Sewing kit
1 Cotton pad
1 Shower cap
1 Hygiene bag
1Cotton tip
4 Nail files
1 25gms soap
1 100ml Hermes spray
(cologne)
1 100gm Hermes soap
Near W.C
2 Toilet rolls
1 25gm soap
2 Bidet towels
Shower room
1 All over shampoo 40ml
1 Hair Conditioner 40ml
1 Shampooing shampoo
40ml
125gms soap
1 face towel
On Tub
4 Bath sheets
1 Bath mat
1 Face towel
2 Body lotion
1 Shampooing shampoo 40ml
1 Hair conditioner 40ml
1 100 gm soap
2 Bathrobe in satin hanger with
bath robe
IN LIVING ROOM On writing table
1 LM INFO & SERVICE DIRECTORY
Stationery folder consist of
2 A 4 sheets
4 Envelops. Drive me card
1 Service directory
1 Health and Safety Manual
Lm 100 note card
Input
1 Pen
Where you will be
1 Tissue box in leather holder
Key board in drawer
1 Note pad holders
1 telephone pricing list
Note pad
1Pen
1 Ashtray with match box
On coffee Table
2 Ashtray (except in
non smoking room)
1 Concierge, 1 Time
out, Lm Info
On sofa side table
1 Telephone booklet
1 Ashtray (except in
non - smoking room)
Refreshment center
consisting of
1 Ice bucket with ice
tongs
2 Wine glasses
2 Rock glasses
2 High Ball glasses
2 Cocktail Stirrers
1 Bottle opener
1 Refreshment center
List
6 Coasters
6 Glass covers
TV ARMOUR.
TV list and remote
control in holder
1 Entertainment tent
card
In entrance toilet
On wash basin counter
2 Water bottles with
complimentary tag
1 Hand wash (Molton
brown)
2 Hand towels
2 Bathroom tumblers
with coasters
2 Face towels set in
the bathroom tumblers
IN SHELL DISH
2 Face towel
2 Lotion 40ml
1 25gm soap
Near w/c.
2 Bidet towels
1 25gms Hermes soap
2 Toilet Rolls
1 Hygiene Bag
Task : Handling Special
Request
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Deliver our guest’s
expectation for consistent service by adhering to the following set of thorough
procedures to be applied while handling special Request
PROCEDURE
Answer the phone with
in 3 rings
Smile and greet the
guest. Answer in a courteous manner, good
(morning.afternoon,evening)
This is ABCD at your service
Speak slowly and
clearly
Take time to listen,
never rush and respond to the callers needs
Always handle guest
request and contact other department on guest behalf .no guest will be told to
call another department. All special request items provided by housekeeping to
the guest must be recorded with following data.
1. Date of issue
2. Room number /
location
3. Requested item.
4. Issue by.
5. Date of return /
departure date.
The following items are
available on guest request
Duvets.
Pillows – feather /
synthetic. Disposable razor / shaving crème. Extra beds / baby cots.
Hard beds / board.
Extra hangers.
Tooth brush / paste.
Shaving kits. Blankets
Tampons / sanitary
towels
Nail file and polish remover
Plastic bags /Plastic
hangers (for wet bathing suits) Cotton swabs / cotton balls
Collar stays Rubber
bath mats Curling iron Diapers and wipes
Binder clips / paper
clips Highlighter / Post-it pad Stapler
Item given below are
available with butlers upon request
Cuff links
Tie / Bow
Iron and board
Prayer mat/Holly
Quran/Bible
Hot water bag Scissor
Masking tape Cartons
Wrapping paper
Band Aids(available
with nurse) Adaptor
Tar off (tar removal)
Commercial Telephone
Directory
Baby items – bottles
warmer, sterilizer, bath seat, playpen, bathtub, potty, baby monitor etc
Step stool (For
children to reach bathroom sink) Bed rails
Booster seat
Guest request items
must be delivered with in 10 minutes of request.
On guest departure the item that has been given to the guest should be collected and returned to the proper storage space and logged as returned
Task : Fire Emergency
Procedures - Desk Coordinator
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Follow the
Regulation prescribed by the Hotel In the event of fire
PROCEDURE
If you discover fire
raise an alarm by breaking the fire break glass.
Call the operator by
dialing “77”, give your name, department, location of fire and type of fire and
evacuate the building.
Incase of intermittent
ring be ready for a possible evacuation.
Incase of continuous
alarm Collect the sign in, sign out list, attendance register, work allotment
register and HK key bunch.
Switch off the
computers, lights and close the door and window.
Evacuate through the
nearest fire exit and go to the staff assembly point (left hand side of the car
park near the security office)
Housekeeping staff assembly point is number “29”.
Task : In the Event of Fire
-All Housekeeping Associates
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Follow the
Regulation prescribed by the Hotel In the event of fire
Procedures
No matter how small or
large
1. Raise the alarm by
breaking the nearest fire break glass. Use a key, covered elbow to break the
glass
2. Call operator by
dialing “77” and give the following details
Your name Department
Location of fire Type of fire
DO NOT TACKLE THE FIRE
ALONE
Please Note
Never put yourself,
other staff member or guest at risk
If you are not
confident in handling the situation, isolate the area and evacuate
Remember to close doors and windows behind you.
Task : Evacuation - Desk
Coordinator & Supervisor
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Follow the Regulation
Prescribed by the Hotel
PROCEDURE
On hearing intermittent
alarm
Keep the office door
clear from any obstacles
Remain alert and be
ready for possible evacuation
On hearing continuous
alarm
Collect sign in sign
out clip board, work allotment register, Duty Roster and key bunch
Put the power off and
the computer, fax, photo copy machine, lock all key cabinets/safe etc and
take the key.
Go to the staff assembly point and take roll call, which will help to locate if any of the staff members who has not yet reported. (Housekeeping assembly point number is “29”)
Task : Fire Evacuation
–Supervisor 24 Hrs Day
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Follow the Regulation
Prescribed by the Hotel
PROCEDURE
Upon hearing the
intermittent alarm or continuous alarm
Report to the Main
Building back office where the fire panels are located for further
instructions.
WHEN YOU EVACUATE DO
NOT: Run/panic.
Leave the assembly
point until authorized by controller. Re-enter the building until authorized by
controller.
State any thing negative or discuss fire in front of guest.
Task : Fire Evacuation-All
Junior Staff Day Time 8am to 11pm
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Follow the Regulation
Prescribed by the Hotel
PROCEDURE
On hearing intermittent
ring
Stop your work
Clear your work area
Make sure that the fire
exits are clear stand by for possible evacuation.
On hearing continuous
ring
Move the trolleys and
linen to ensure that all the exits are clear. Assist any disabled guest.
Knock on the doors as
you leave your floor paying attention to those displaying the do not disturb
notice
Report any guest that
refuses to leave to the fire controller. Ensure area is clear and close door
and windows behind you. Leave via nearest safe fire exit.
Assemble at the staff assembly point number is “29” at right side hand side of guest car parking area next to security office and maintain silence.
Task : Fire Evacuation-All
Junior Staff Day Time 11pm to 8 am
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Follow the Regulation
Prescribed by the Hotel
PROCEDURE
On hearing intermittent
alarm
Stop your work
Clear your work area
Make sure that the fire
exits are clear
Leave one staff member
at the area of work & report to the fire panel.
On hearing continuous
alarm
Put the trolley’s,
machines in the pantry and lock the pantry door behind you. Do not panic and do
not run.
Do not use elevators.
Evacuate by the nearest
Fire exit.
All staff members should report to fire panel & wait for further instructions.
Task : Cleaning Agents And
Handling
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
All staff should know
different kind of cleaning agents, its usages and safety measures
PROCEDURE Cleaning
agents
Cleaning agents are
perhaps the most critical aids to housekeeping staff in keeping a sparking
house. Basically the cleaning process is to remove dust and grit. While normal
dusting with cloth or vacuum cleaner removes dust in its loose particles
states, cleaning
agents would be
required when dust becomes grit and is stubborn to remove.
Water
Is probably the most
common & widely used agent as it is freely available however, it might be
useful in all circumstances, It is useful for rinsing and finishing of cleaning
processes. Precaution must be taken to change the water if it gets dirty,
because it could leave film of dirt instead of removing it. Warm water
dissolves soap more readily than
cold water; hence it
must be used to remove dirty soap lather. Caution must be taken that the water
is ‘soft’ as no detergent is effective with hard water. Moreover, hard water
does not wet the
surface well as a precondition for good cleaning action.
Surface Disinfectant
(OASIS PRO 63)
Surface Disinfectant
with high surfactant level removes grease, oil and other soils. Use on
countertops, wall, equipment, floors, and porcelain tile. (Refer. Data sheet)
Toilet cleaner (OASIS
PRO 64)
Strong multi-purpose formula cleans deodorizes and disinfects in one step. Use with a bottle nozzle to quickly and easily remove the toughest soap scum, mildew, suntan oils, body oils, and hard water deposits.
Glass cleaner &
Disinfectant (OASIS PRO 40)
OASIS PRO 40 is perfect
to clean glass surfaces, mirrors and display cases as well as all other
surfaces in the locker rooms. For public toilets OASIS PRO 64 toilet cleaner
Will help to remove
lime scale. OASIS PRO 40 bottle and fill with clean, freshwater to the fill
level mark indicated on the bottle. Push the Divermite OASIS PRO 40 dispenser
button
once to add product.
Securely screw-on the spray trigger, ensure the nozzle is closed, and shake
gently to mix.
Air freshener (OASIS
PRO 55 & 54)
Oasis air freshener is formulated to combat strong odors and create an inviting aura that says this room is fresh and clean. These powerful air fresheners and deodorizer neutralize smoke, tobacco, food and many more malodors.
Task : Disposal of Items
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Associates should aware
of the health & safety practice by adhering the procedures when disposal of
items.
PROCEDURE
Cleaning
ashtray
All cigarette buds to
be cleared into separate metal container Before clearing, make sure that there
are non live light butts And deposed it in wet garbage room
Clearing
garbage in guest rooms
Do not put your hand
into the bin
Any sharp objects like
glass pieces, syringes etc to be put in to separate metal containers or strong
carton boxes & dispose it separately.
Needle,
syringe disposal
Wear disposable gloves
when your are touching them
Hand over the needle
syringe to hotel nurse separately (so it can disposed as medical waste)
Sanitize the bin
HIV/hepatitis awareness
Do not place sharp
objects or broken glass into plastic refuse bags. Check refuses bags for splits
or sharp protrusions.
Use correct lifting
skills
Hold refuse bag away
from body and legs
Make full journey to
the refuse storage area which is near chiller yard area (service entrance), do
not leave bags to obstruct walkways of stairs
Disposal
of solid items (broken vacuum cleaner, trolley)
Dispose these items in
to the skip, which is there near club sheikh’s drive way by taxi parking area
After removing refuse
from guest room make sure that you segregate all recycling items into the right
bins in line with Health & Safety, hygiene policy and procedure
End of the shift collect all recycling items in a plastic bag and put them in respective collection bins which is there in the sorting center near staff bus stand.
Task : Preparation for the
Day –Florist
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod kumar
GOAL
The Florist should well
organize before the start of their work by the adhering following procedure.
PROCEDURE
Flower shop timing is
8am to 8pm
Flower shop is located
in the basement of the club building
Report to duty on time
with hotel standard grooming
Check with Housekeeping
desk for any messages/follow ups
Check flower
requirement for the day by going through flower requisition from F & B
outlet, Housekeeping
desk.
Make market list get
signed by housekeeping desk. Call up Flame Flowers/Black Tulip and place an
order
Flowers to be checked
by florist & person from receiving for quality a well as quantity as order.
Cut half inch of the
flower steam, then place it in the water and stored it in 150 C
fridges.
Task : Internal Pest Control
Procedure
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
Regulation Prescribed
by the Hotel
PROCEDURE
If any pest found in
the hotel inform Housekeeping Desk Coordinator. Inform the Name, Location, and
Type of pest.
Pest sighting record to
be filled up by the associates identifying the pest which is kept in
housekeeping office.
Housekeeping will call
the Hotels Pest Control Contracting Company (East Coast Co)
and will inform about
the same.
Once the pesticide is done pest controller will update in the pesticide sighting record file.
Task : Pest Control –
Procedures for Dealing with Bed Bugs
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL
To Follow the
Regulation prescribed by the hotel when the beg bug found in the hotel.
PROCEDURE
At the first indication
of a possible infestation, the hotel’s Pest Contractor must be contacted. The
hotel must request that the area that is suspected of being infested be
inspected immediately, as well as any other areas the Pest Contractor deems
appropriate.
The suspected area(s)
must be quarantined (doors and A/C sealed with duct tape, windows closed, etc.)
and nothing, including furniture and equipment, should be removed from the area
until an inspection by a qualified pest elimination specialist, assigned by the
Pest Contractor (“Pest Specialist”), has been conducted. Associates must not
enter the area.
If an inspection
confirms the presence of bed bugs, guestrooms on all sides (adjacent, above and
below) of the infested room must be inspected for possible presence of bed
bugs. This includes rooms across from the infested room(s), and the corridor.
Depending on the heating, A/C or ventilation system, more rooms might need to
be inspected. Other areas of the hotel may need to be inspected as well, including
the laundry cart, the laundry room and any other room the laundry cart entered
after the infested room. The Pest Contractor will provide direction in this
regard.
All infested guestrooms
must be removed from sales inventory for a period of time as determined and
recommended by the Pest Contractor. Infested rooms must be treated and
re-inspected by the Pest Specialist prior to being resold.
All soft goods (mattresses and box springs, chairs, sofas, duvets, blankets, sheets, pillows, pillowcases, bed pads, etc.) in a guestroom with a confirmed bed bug sighting must be discarded, as well as soft goods identified by the Pest Contractor to be discarded. Drapes and sheers in an infested area must be removed from the room and professionally cleaned prior to reinstallation. All contaminated items that are removed from the room must be placed in plastic bags, prior to being removed, sealed, and brought directly to the dumpster or compactor for disposal.
Carpet in the infested
room(s) must be inspected. At a minimum, carpet is to be cleaned twice using
the hot water extraction method. The first extraction shampoo should contain a
pesticide to kill any bugs and larvae that may be present in the carpet. The
second extraction shampoo should contain a sanitizer that will remove any
residual pesticide and kill any bacteria present in the carpet. In some cases,
at the direction of the Pest Contractor, it may be necessary to remove the
carpet from the infested room and discard it as well. Carpet padding must be removed
when it is
deemed necessary to
remove the actual carpeting.
Hard goods in the
infested room(s), such as night tables, bed frames, dressers, etc., must be
treated by the Pest Specialist. All walls, switches, electrical outlets, A/C
ducts, heating vents, etc. must be treated as well. Prior to releasing the
infested room for sale, all areas likely to be in contact with a guest (touch
points) are to be washed with a disinfectant solution.
All carpet in the
corridor on the floor with the infested room(s) should be cleaned using the hot
water extraction method with a sanitizing carpet cleaner.
The linen closet and
Room Attendant carts on the floor of the infestation must also be treated by
the Pest Contractor. The linen closets should be cleared of all linen, which
should be rewashed as a precaution. Additionally, all items should be removed from
the Room Attendants carts and rewashed or discarded.
Once the room has been
released for sale, it, the adjacent rooms, and the corridor must be inspected
daily for signs of re-infestation for a period of 14 days. The room must
be re-inspected every 30 days for the next 3 months for signs of re-infestation. Some jurisdictions may require more frequent inspections, particularly those in hot humid areas.
Task : Member guest
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
GOAL:
Be able to obtain and
maintain guest requests/profile and maintenance work orders. To track down
necessary information needed by guests and to update for future needs.
PROCEDURE:
Through the intranet,
open member Guest Response site, login and input necessary information.
- For NEW EVENT such as
orders or requests- most importantly for each order/request to be included to
monitor volume and timing if attained.
- Any special information
to be noted in the ‘NOTE’ column
- To make sure to
‘Conclude’ any finished task right after it is done as it affect the time
efficiency.
- All Work Orders’ to
be placed in system to track down if the task is finished.
- To coordinate with concern associate regarding the work request.
Task : Corky & candy
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
Goal: corky & candy
to be present in all room prior to arrival & report the lost &
damage.
PROCEDURE:
Corky & candy to be
present in the all rooms priory to the arrival. Either corky or candy to placed
in the room.
Supervisor to ensure
that corky & candy is in good condition before the room is released.
Ensures the information tag was also in good condition.
While room attendant
went to clean a check out room & if they found corky or candy is missing
from the room he should report to the Housekeeping desk & respective
supervisor.
And then the desk
coordinator to check the opera system whether it has been sold to the guest
& informed the supervisor about the same
If came to know the
corky or candy is lost from the room , Respective supervisor to raise Loss
& damage Report & file in the Housekeeping for further reference
( copy to be give to
the Duty Manager & Duty Security,)
Price of corky or candy
is 100 Dhs
Miscellaneous forms to
be raised & sign by the guest if the guest would like to buy a corky or
candy during their stay.
Inventory of all corky & candy should be maintained by the housekeeping administrator.
Task : Make a Green Choice
Effective Date : 01 / 08 / 2012
SOP Author : Paresh Prajapati
SOP Owner : Avadh Utopia Vapi
SOP Approver : Vinod Kumar
Goal: Deliver our
guest’s expectation for consistent service by adhering to the following set of
thorough procedures to be applied while the guest is participating make a green
program.
PROCEDURE:
Make a Green choice
(MAGC) provides stay-over guests with the daily opportunity to decline
housekeeping services. In recognition for their participation, guests can
reward themselves with a choice of an F&B credit at hotel food and beverage
venues, SPG Points or allow the hotel to donate these points to UNICEF’s
environmental work for children on their behalf.
By guest participation
in the MAGC program, they automatically decline full housekeeping service
that’s including the turn down service.
If the Guest wants to
have the fresh linen to be change in their room on the day which they are not
participating in the MAGC program, they have to place the MAGC door hanger on
the bed. Linens won’t be changed for two consecutive days if the guest didn’t placed
the MAGC door hanger on the bed.
MAGC room’s should be
kept as DIRTY in the opera system for the entire day. MAGC room’s doesn’t not
limit the guest request I.e. Removal of garbage or request of any bath room
amenity
MAGC participation
eligibility
All the In house guest
are eligible to participate
YMust be staying for
minimum of 2 or more nights
YCannot participate on
day of departure.
YMaximum consecutive
participation of 3 nights before receiving Housekeeping
Service.
Guest hangs “Make a Green Choice” door hanger on door no later than 2am.
At 1am , the 2nd housekeeping shift team will prepare Four key reports
1. Run report in Opera
- Housekeeping Status. To know about the guest who are checking out on the
following day.
2. Run report in Opera-
Alerts report (Filter Alerts areas – Check Out & Alert code
– MAGC),to get the
details dates of rooms which they have participated for MAGC & also to
eliminate the guest that have participated for three consecutive days.
3. Print the Hotel
Matrix form the housekeeping L Drive. Highlight all the rooms that are not
eligible to participate for MAGC.
4. Run report in Opera-
Guest INH by special request (Filter it for the MAGC
rooms) –To know the
guest who have participated on a particular day
Housekeeping Associates
will walk around the floor With Hotel Matrix, Housekeeping status report &
Guest INH for MAGC room’s to verify the room Participation of MAGC program
& distribute the vouchers.
If the room is
ELIGIBLE:
Check the box next to
the room number on the Hotel Room Matrix to indicate that the room is
participating in the program for the following day.
Slide the MAGC voucher
under the guest’s door.
If the room is NOT
ELIGIBLE:
Slide the MAGC door
hanger back under the door with the branded ineligible card.
After completing the
Verification of program participation.
High light the room in the Guest INH report
(MAGC special) that are not participating in the following day.
And give a copy of
Hotel Matrix & updated guest INH report to Asst.Night Manager to update the
MAGC special( add & delete according to participation ) & alert in the
reservation.
Then Night supervisor
will run the update MAGC special room report & file in the housekeeping
office together with the hotel matrix.
Morning supervisor will
print get the information of MAGC room from the file or by printing MAGC rooms
from the opera .Rooms wont be allocated to the room attendant it will
highlighted as a MAGC room in the report.
If a Guest put the door hanger after the night
tour, the room is certainly assigned to a room attendant during the opening
process. In that case the Room attendant who finds the room with a door hanger
has to call immediately the Floor Supervisor.
The Floor supervisor checks if the Guest is
eligible or not for the MAGC program.
If the Guest is
eligible the Floor Supervisor retrieves a voucher from the housekeeping Desk
and puts it under the Guest room door.
If the Guest is
ineligible the Floor Supervisor puts a “Thank You card” under the
Guest room door& system should be updated through the front office.
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