STANDARD OPERATION PROCEDURE
HOUSE KEEPING DEPARTMENT
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
JOB TITTLE : PUBLIC AREA
RESPONSIBLE TO : Operational Manager
FUNCTION : Maintain and supervise the smooth operation room maid, public
Attendant, and pool attendant. As: Public Area, Back Office
area, path way, and pool area.
RESPONSIBILITIES :
1. Read the Log Book and any messages to be followed Up.
2. Issued the schedule of staff section operation.
3. Control the staff’s activities and report any damage to the maintenance.
4. Report any problem and discuss to Team Leader the solving problem.
5. Supervise the staff how to clean, machines and maintenance.
6. Ensure all the PA tools, equipment including cleaning chemical are on Resort.
7. Standard and inventoried properly.
8. Issued a requisition order as per Resort policy.
9. Assist to create the decoration if necessary.
10. Receive an extra order from Team Leader.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
JOB TITTLE : HOUSE KEEPING
FUNCTION : Responsible for smooth Housekeeping administration,
operation, and communication to other department.
RESPONSIBILITIES :
1. Receive and record, follow up all communication from and to others department
and to Housekeeping staff.
2. Receive record and follow up guest inquiries.
3. Copies the House Keeping Report and submit to Front Desk Attd. and Property
Service.
4. Record Lost and Found items and prepare in the cupboard assigned.
5. Record and change the lost item which taken by the guest.
6. Keep clean the office area.
7. Receive an extra order from the Team Leader.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
JOB TITTLE : PUBLIC ATENDANT NIGHT SHIFT
RESPONSIBILITIES :
1. Check all guest rooms and ensure are locked, turn off light and air conditioner at
back office if any.
2. Responsible for cleaning back office.
3. Clean all toilet public rest room.
4. Clean the restaurant and bar.
5. Clean the lobby and set the cushion.
6. Ensure the path walks are clean and tidy.
7. Clean male and female locker room before morning shift time.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
JOB TITTLE : PUBLIC ATTENDANT MORNING & AFTERNOON SHIFT
RESPONSIBILITIES :
1. Responsible the cleanliness of male and female lockers, back offices, walk path,
canteen, lobby, parking area and pool area..
2. Clean ashtray and telephone.
3. Clear up garbage bag to garbage compartment before daily duty.
4. Keep cushion in/out day and night time.
5. Floor should be mop all time and furniture should be dusted.
6. Sofa and ashtray after used should be clean immediately.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : DAILY INPECTION
STANDARD : All guest room and public areas are to be inspected daily by the
HK Team Leader to ensure cleanliness and tidiness are
maintain the highest standard.
PROCEDURE :
1. Read log book and expected arrival guest the assign work to staff.
2. Supervise the department’s day to day operation.
3. Minimize on expenditure and maintain effective control of guest room supplies.
4. Assignment areas are clean and spot check daily.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : DAILY INPECTION
STANDARD : All rooms are to be cleaned, completed with guest supplies,
linen and flowers by room attendants in accordance with Resort
standards.
PROCEDURE :
1. Upon arriving at guest room, staff runs announce them selves to DND sign.
2. Room attendant will then check their room, report to supervisor of fault if any,
laundry and flowers prior to cleaning.
3. Clean and complete in a clock wise direction so that all surfaces are covered.
4. Housekeeping Supervisor will check all complete room for standards and will
inform Front Desk Attd. For status.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : ROOM STATUS UPDATE
STANDARD : To return vacant clean room for new arrival by room attendant
in the shortest possible time and inform to Front Desk Attd.
Properly.
PROCEDURE :
1. The House Keeping Team Leader is responsible for the room assigned to him
and will assigned his room attendant.
2. Only Senior House Keeping or Team Leader can inform to Front Desk Attd. For
room status.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : DO NOT DISTURB
STANDARD : All rooms with a DND sign must not be entered by staff unless
in an emergency, to ensure guest privacy and end peace is
respective.
PROCEDURE :
1. Housekeeping Team Leader inform Housekeeping Clerk by given time (around
2.00 pm ) of all room not cleaned by day room attendant because they show
DND.
2. The HK Team Leader check with Front Desk Attd. at before calling each room
and ask if the guest require the room to be serviced. Ensure the time required by
guest, if so.
3. If there isn’t an answer from guest room, the HK Team Leader will inspect the
room physically. It is recommended be accompanied by a security officer.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : OUT OF ORDER ROOM
STANDARD : All O.O. rooms are to be reported to Engineering and Front
Desk Attd. as soon as possible, to avoid reservation failure.
PROCEDURE :
1. Housekeeping Team Leader is advise room attendant to make up the room, only
to strip of all linens, take out all fixture and furniture.
2. Housekeeping record O.O. room on planning board, indicating month and year.
3. A HK staff sends damaged furniture to be repaired, blanket, linens, pillows, etc,
to washed or dry cleaning.
4. Engineering advice Housekeeping when work is completed and inspected.
5. The room attendant is scheduled to put the room back into Resort standard.
6. HK Team Leader check room inventory, make certain that everything is in
perfect order and return clean and complete as soon as possible.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : POOL ATTENDANT
TASK : POOL CLEANING
STANDARD : Pool are to be cleaning and maintenance by attendant with
highest possible standard and according to management
guidelines. All pools and associated area should in clean,
complete with pool towels, pool chair and umbrellas, water
chemical by pool attendant. Pool must ready at 08.00 am.
PROCEDURE :
1. Pool attendant will check the pool and associated areas, report to Team Leader
of fault if any.
2. Clean and complete in clockwise direction so that all surfaces are covered.
3. Vacuum and clean swimming pool everyday early in the morning before the
guest come.
4. Replenish swimming pool towels sufficiently.
5. Watch the safety and pleasant of all guest in swimming pool.
6. Test pool water by testing kit and put chemical if needed.
7. Put all equipment in proper place, neat and tidy after duty.
8. Public Area Supervisor will check all completed pools for standard.
9. If any accident, perform first aid.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : MINI BAR
STANDARD : Room Attd. Must be check mini bar everyday. All mini bar
always clean, complete and ready to sale.
PROCEDURE :
1. Room Attd check mini bar everyday and report to Front Desk if the guest
consume.
2. Clean all mini bar and refrigerator with dume cloth.
3. Make sure temperature refrigerator to be one way.
4. Front Desk team leader inform to Room Attd. Prior the guset check out.
5. Room Attd. Check mini bar if the guest consume and inform to Front Desk to
make bill.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : MAKE UP ROOM
STANDARD : Every morning Room Attd. Must be cleaning the room, remove
guest amenities and make room properly
PROCEDURE :
1. Check room occupied.
2. Prepare all equipment linen and guest amenities.
3. Before enter the room, make sure attention to sign.
4. Knock the door 3 times or push the bell before enter the room
5. Greet the guest by name. For example : “Good morning Mr and Mrs. Smith,
may I clean your room?”
6. Introduce yourself by name. For example : “My name is Made, I’ll be your
Room Attd. My pleasure to serve you”
7. Collect rubbish bag in the bed room and bath room.
8. Make the bed tidy, clean and quickly.
7. After cleaning the bath room, bathub, bath shower, head shower, water tap, wash
basin, toilet tank and floor drain always clean.
8. Change toilet amenities such as : towel, bath foam, hand soap, shampoo,
conditioner, toilet tissue etc.
9. Make sure to check and collet laundry bag if the guest has laundry.
10. Check mini bar, issued bill, and report.
11. Clean all furniture from the dust with dume cloth.
12. Arrange all the books, magazine, brosure if there is.
13. Vacuum all the foor and mop.
14. Change the flower vase and check the cleanliness room
15. Before leaving the room, make sure all equipment dont leave in the room.
16. Make sure all room closed and lock properly.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : MAKING BED
STANDARD : One bed set up using 2 sheets. Making bed process should be
finished in 15 minutes or follow the standard of the Resort.
PROCEDURE :
1. Take and change the dirty linens, using the clean linens.
2. Change the bottom sheet if there is dirty.
3. Making the bed as the Resort standard.
4. Roped the mosquito net and make sure it is clean.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : CLEANING THE BATH ROOM
STANDARD : Bath room must be cleaned everyday. All the walls, floors,
bathtub, shower room and make it dry.
PROCEDURE :
1. Collect all the towels that have been used and change the new and fresh towels.
2. Clean all the bathub from the water, remove the spot using the dume cloth and
dry cloth (canebo).
3. Clean all the showers, water tap by using small brush, cemical and clean until
dry.
4. Make sure all the water tap or showers and floor drained working properly.
5. Change the toiletries with the new one and put it as standard.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : CLEANING TOILET
STANDARD : Toilet mus be cleaned everyday, using toilet brush and toilet
tissue must complete.
PROCEDURE :
1. Open and check the position of toilet seat cover and make sure in simetris
position.
2. Clean the cover and hole toilet from the dirty, clean the spot using toilet brush
and cemical.
3. Rinse the toilet cover and toilet bowl using clean water.
4. Make sure toilet flush work properly with fluth the bottom. Attentian the debit
water flows from water tank to the toilet bowl.
5. Check and put extra toilet tissue.
17. Collect waste basket, clean and put it back in position.
STANDARD & PROCEDURE
DEPARTMENT : HOUSE KEEPING
TASK : TURN DOWN SERVICE
STANDARD : To make our guest comfortable, we give the best serve to the
guest to stay in our resort. House Keeping do Turn Down
Service from 18.00 pm until 21.00 pm.
PROCEDURE :
1. Check all room status, coordination to Front Desk Attd. If the guest out or still in
the room.
2. If the guest out, do Turn Down Service quickly.
3. Clean and tidy the bed sheet, pillows and mosquito net. Mop the floor dry, clean
the bathroom, toilet room and arrange the guest amenities.
4. If the guest consume the mini bar, please make bill and inform Front Desk Attd.
5. Fold and arrange all towels, change if needed.
6. Arrange the books, magazine and all printing materials.
7. Clean all ashtray and collect garbage from wastebasket.
8. If the guest inside the room, ask permission to make Turn Down Service
politely. For example : “Good Evening Mr/Ms. Smith, may I clean your room
please?”
9. Directly make Turn Down Service if the guest give permission and say thank
you very much and excused himself.
STANDARD OPERATIONAL PROCEDURE
DEPARTMENT : HOUSE KEEPING / ROOM ATTENDANT
TASK : DAILY DUTIES
STANDARD : Perform routine duties in store, issues, maintains house linen
and uniform
PROCEDURE :
1. Counts and record number of items soiled and place in container for sending to
laundry.
2. Examines laundered items to ensure cleanliness and service ability.
3. Send torn articles to the seamstress for repair.
4. Store laundered linen and uniform on rack after verifying numbers and type of
articles.
5. Issue linen and uniform, to be exchanged on a clean for soiled basis only.
6. Must count and record the linens to fill requisitions.
7. Sew missing buttons, etc.
8. Count and record guest laundry carefully before send to laundry.
9. Receive and check again the clean guest laundry, before delivering to guest.
10. Assist. Supervisor for linen inventory.
11. Maintain daily linen and uniform administration.
STANDARD OPERATION PROCEDURE
HOUSE KEEPING DEPARTMENT
