Housekeeping Standard Operating Procedure

hotel-balcony

Housekeeping department plays an important role in the hotel industry. One of the most important elements to success in hotels is how clean their rooms are. Guests are unlikely to return to a hotel that isn’t clean, and even less likely to recommend it to other people. Most hotels avoid this by following certain hotel housekeeping operating procedures that ensure every room is clean and safe for guests

Rooms

  • Guestroom corridors should be clean, well lit, tidy and free from obstruction.
  • The doors should be free from marks, well-polished, function smoothly and be in good condition.
  • Rooms should be fresh, odor free and well ventilated.
  • Window and door locks should operate smoothly and lock securely.
  • Carpeted flooring should be well vacuumed and in good condition.
  • Walls and ceilings should be clean, well painted and free from cracks.
  • Furniture should be clean, well-polished, and free from cracks.
  • Windows and glass doors should be completely clean.
  • Shelves and drawers should be free of dust, debris and be in good condition.
  • Bed linen should be clean, fresh and in good condition.
  • Rooms should have all the necessary room collateral as per the unit.
  • Hotel brands would provide guests with evening services.
  • Bathrooms should be hygienically clean, dry and tidy with adequate guest supplies.
  • Lighting and lampshade should be in good working condition and clean respectively.
  • Mirrors would be spotlessly clean, free of chips, and marks.
  • Guests’ property should be handled with care and due consideration of the privacy of the guest.
  • Pantries should be clean dry and tidy.
  • Tea/coffee making facilities should be very clean, neatly arranged and well stocked in the unit standards.

Public Area

  • The parking perimeter should be clean with all the drainage system working.
  • The gardens and lawns should be well kept clean.
  • Walls should be clean, free of marks, dust, and cobwebs.
  • The main door should be firmly fixed, clean, polished and left open.
  • Floors should be spotlessly clean, free of litter and dust.
  • Floral arrangements should be fresh, well presented and well positioned as per the unit specification.
  • All upholstery covers should be clean and in good condition.
  • Signage should be clean, well-polished and visible.
  • Wall pictures should be dust free, freely hanging and properly positioned.
  • Lighting and lampshades should be in good working condition.
  • The ceiling should be clean, free of cracks and well painted.
  • Guest elevators should be clean, well lit, in good working condition with adverts well placed.
  • Elevators should be clean, well lit and in good working condition.
  • Washrooms should be free from odor at all times.
  • Door stoppers should be present and well-fixed in all public washrooms.
  • Washrooms should be spotlessly clean and free from odor.
  • All guest amenities present and fixtures should be in good working condition.
  • Guest corridor fixtures should be in good working condition.
  • Guestroom corridors should be clean, well lit, and free from obstruction.
  • Furniture along guest corridors should be wee-polished and positioned according to the unit specification.
  • The main doors of conference rooms should be free from marks, well-polished, function smoothly and be in good condition.
  • Curtains should be clean and hanging correctly according to the unit specification and in good condition.
  • Fixtures in the conference rooms should be clean and free of dust.
  • Back to house areas should be well cleaned, well lit and free from obstruction.
  • Restaurants should be clean and tidy with all fixtures in good working condition.
  • Staircases should be clean, well lit and free from obstruction.

Laundry and Linen

  • Mending services should be offered upon guest request.
  • Delivered guest laundry should be neatly placed on the guest’s bed.
  • Staff uniforms must be clean, well pressed and in good condition.
  • Linen must be clean, well-pressed and in good condition.
  • Linen rooms should be clean, well ventilated at all times and fixtures in good working condition.
  • Pantries must be well stocked and neatly arranged.
  • Linen must be sorted according to color, texture, and how heavy the linen is soiled.
  • Laundry machines must be clean and in good working condition.
  • Laundry staff must be informed of safety precautions to avoid accidents.
  • Cleaning should be done using the correct, properly measured detergent.

Hotel managers/investors should work hard to ensure that the housekeeping department is meeting and exceeding customer expectations throughout their stay.

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