STANDERED OPERATING PROCEDURES

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

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

PROCEDURE OF SERVICING / CLEANING OF GUEST ROOMS:

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

OPERATING PROCEDURES FOR ROOM ATTENDANT

TASK 1: ROOM ATTENDANT WORK SHEET STANDARD: ADHERENCE TO ROOM WORKSHEET AS DEPICTED 100% ALL TIME.
PROCEDURE: DULY FILLED WORK SHEET ISSUED TO ROOM ATTENDENT WITH DETAILS OF ROOM STATUS. REVIEW YOUR WORKSHEET BEFORE YOU START SERVICIING THE ROOMS.

SET PRIORITIES FOR CLEANING GUEST ROOMS ACCORDING TO STATUS MENTIONED ON YOUR WORKSHEET VACANT, DIRTY & GUEST CALL, ETC. CHECK THE ROOMS PERSONALLY & WRITE ROOM STATUS IRRESPECTIVE OF F.O STATUS. GIVE OCCUPANCY STATUS TO HK DESK BETEEN 09.45 TO 10AM MAJOR PENDING JOBS TO BE FOLLOWED UP BY THE NEXT SHIFT, IF THE ROOM IS DISPLAYING DO NOT DISTURB SIGN, RECHECK DURING INTERVALS AND INFORM YOUR SUPERVISOR IF THE SIGN STILL PERSISTS. AT THE END OF THE DUTY, MENTION ABOUT DOUBLE LOCK, DO NOT DISTURB, REFUSE SERVICE, LATE SERVICE IN THE WORK SHEET & TO REPORT TO YOUR SUPERVISOR. AT THE END OF THE SHIFT HANDOVER THE WORKSHEET TO HOUSEKEEPING DESK DULY SIGNED BY ROOM ATTENDENT & CONCERNED SUPERVISOR.

TASK 2: MAID TROLLY SET UP STANDARD: A WELL-EQUIPPED TROLLEY, WHICH CAN SERVICE 09 ROOMS.

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

TASK 3: GET CLEANING SUPPLIES FOR ASSIGNED ROOMS STANDARD: A WELL-EQUIPPED TROLLEY WITH REQUIRED CLEANING SUPPLIES FOR 9 NO OF ROOMS. PROCEDURE:
BEGINNING OF THE SHIFT, PICK UP A STOCKED CLEANING SUPPLIES TROLLY FROM THE PANTRY. ENSURE THAT ALL PURPOSE CLEANERS, GLASS CLEANER, TOILET CLEANER, DISINFACTANTS IS IN READY TO USE FORM (CHECK THE DILLUTION). CLEANING SUPPLIES WILL BE ALLOTED TO THE FLOORS ONCE IN A DAY AFTER CHECKING CONSUMPTION OF SUPPLIES. AT THE END OF THE SHIFT DIRTY DUSTERS TO BE HANDED OVER TO THE LINEN ROOM. CADDY BASKET CLEANED, CLEANING SUPPLIES REARRANGED AND BUCKETS WASHED AND LEFT DRY FOR THE NEXT SHIFT. AT THE END OF THE SHIFT ALL CLEANING EQUIPMENTS TO BE CLEANED AND KEPT IN ORDER.

TASK 4: KEEP YOUR CART AND WORK AREAS ORGANISED STANDARD: TROLLEYS AND PANTRIES TO BE KEPT CLEAN AND SET ALWAYS READY FOR SERVICE. PROCEDURE:
CHECK THE SUPPLIES ON THE HK TROLLEY. THE SOILED LINEN STRIPPED FROM THE ROOMS TO BE PUT INTO THE TROLLEYS HAMPER. DUMP THE SOILED LINEN FROM THE HAMPER IN TO THE FLOOR PANTRY BIN & SET YOUR TROLLEY AT THE END OF THE SHIFT. CLEAN THE LINEN CLOSET AT THE START AND AT THE END OF THE SHIFT. KEEP WORK AREAS SECURE i.e. GUEST ROOM DOOR INTERCONNECTING DOOR, FLOOR SHAFT DOOR, SERVICE DOOR, LINEN CLOSET DOOR. PANTRY AREA TO BE SWEPT AND MOPPED. SEGREGATE THE GARBAGE ACCORDING TO THE ECOTEL NORMS, USE FOUR BINS, REMOVAL OF NEWSPAPERS, RECYCLING MATERIAL. GARBAGE TO BE CLEARED AT THE END OF EACH SHIFT AND SHIFTED TO SPECIFIED AREA.

TASK 5: ENTERING IN A GUEST ROOM STANDARD: ALWAYS RING THE BELL MINIMUM THREE TIMES. PROCEDURE:
RING THE BELL AND WAIT FOR 10 SEC., ANOUNCING HOUSEKEEPING IF NO RESPONSE RING THE BELL AGAIN AND AFTER THIRD RING OPEN THE ROOM SLOWLY ANOUNCING HOUSEKEEPING. IF THE GUEST IS IN THE ROOM INTRODUCE YOURSELF AND ASK WHEN YOU CAN SERVICE THE ROOM IF THE GUEST GIVES A LATER TIME FOR SERVICE, NOTE THE TIME ON YOUR WORKSHEET AND RETURN BACK TO DO THE ROOM AT THAT TIME, AND IF DO NOT DISTURB SIGN STILL PERSISTS INFORM YOUR SUPERVISOR. THEN SUPERVISOR WILL FIND OUT WITH RECEPTION WHEN THE GUEST HAS CHECKED IN OR IF THE KEYS ARE WITH RECEPTION. IF THE KEYS ARE AT THE RECEPTION, ATTENDENT SLIP FILLED IN WITH PARTICULARS IS SLIPPED UNDER THE DOOR. IF THE ROOM IS DOUBLE LOCKED THE LOBBY MANAGER IS INFORMED. IF GUEST IS NOT IN THE ROOM LEAVE THE GUEST ROOM DOOR OPEN WITH A DOOR STOPER PROVIDED. POSITION YOUR TROLLY INFRONT OF THE GUEST ROOM DOOR, KEEPING OPEN SIDE OF THE TROLLY TOWARDS THE ROOM.

TASK 6: PREPARE THE GUEST ROOM FOR CLEANING STANDARD:STRICT ADHERANCE TO THE PROCEDURES 100% OF TIME. PROCEDURE:
SET THE SUPPLIES AND EQUIPMENT FOR CLEANING THE ROOM. SWITCH OFF LIGHTS AND AIR CONDITIONING. OPEN HEAVY AND SHEER CURTAINS AND CHECK THE ROOM. CHECK THE TELEVISION, REMOTE CONTROL, MUSIC SYSTEM AND TURN THEM OFF WHILE CLEANING. IF ANY MAINTANENCE FOUND INFORM THE HOUSEKEEPING DESK IMMEDIATELY. CHECK FOR ANY DAMAGES AND MISSING ITEMS. THE LOST AND FOUND PROCEDURE TO BE FOLLOWED IF IN CASE ANYTHING IS FOUND. CALL ROOM SERVICE FOR CLEARANCE IMMEDIATELY ON ENTERING THE ROOM AND IF NOT CLEARED TAKE THEM TO THE SERVICE AREA ON THE SAME FLOOR. COLLECT TRASH AND EMPTY ASH TRAYS AND RECYCLABLE ITEMS TO THEIR RESPECTIVE CONTAINERS. STRIPE ALL THE SOIL LINEN REMOVE ANY GUEST BELONGINGS IF ON THE BED AND PLACE NEATLY. NOTIFY YOUR SUPERVISOR ABOUT ANY STAINS, TEARS OR DAMAGE TO THE MATTRESS AND LINEN. PLACE BED SPREAD, QUILT AND PILLOWS ON A CHAIR REMOVE SOIL LINEN FROM THE BATHROOM. IN CHECK OUT ROOMS RESTOCK GUEST SUPPLIES, REMOVE ARTICLE LEFT BEHIND,AND ARRANGE CLOTHING HANGERS. HANDLE GUEST CLOTHING AND PERSONAL ITEMS STREWN AROUND THE ROOM WITH EXTREAM CARE.

TASK 7:

CLEANING OF THE BATHROOM

STANDARD: TO FOLLOW A HYGIENIC WORK PROCEDURE STRICTLY. PROCEDURE:

TASK

8: CLEAN TUB AND SHOWER AREA

STANDARD: TO ENSURE HIGHEST LEVEL OF CLEANLINESS i.e. WELL CLEANED & NONSKID SURFACE. PROCEDURE:
PLACE GUEST BELONGINGS LEFT IN THE BATHTUB ON THE COUNTER TOP, GUEST CLOTHING LEFT IN THE BATHROOM OUT OF THE AREA TO PREVENT IT FROM GETTING WET. REMOVE HAIR FROM THE TUB OR FLOOR WITH A TISSUE.

USE SOAP AND WATER SOLUTION, A SCRUBBING BRUSH OR SPONGE TO SCRUB THE GROUT, SOAP DISH, FIXTURES, SHOWERHEAD, SHOWER TOWEL RACK AND BATH TUB. WIPE ALL SURFACES AND FIXTURES WITH A DRY CLOTH TO PREVENT WATER STAINS.

CLEAN SHOWER CURTAIN WITH A CLEANING SOLUTION AND SCRUBBING BRUSH TO AVOID SOAP BUILDUP. WIPE THE SHOWER CURTAIN DRY WITH A CLEAN DRY DUSTER. TO CHANGE THE SHOWER CURTAIN IF STAINED OR DAMAGED. SCRUB THE TUB AND SKID STRIPS WITH A SCRUBBING BRUSH AND CLEANING R2 SOLUTION FOR IT TO REMAIN SPARKLING WHITE AND SKID FREE. POLISH THE FIXTURES WITH A DRY CLOTH. ARRANGE THE SHOWER CURTAIN

TASK9: CLEAN THE W.C. STANDARD: TO ENSURE THAT THE TOILET IS SPARKLING CLEAN, STAINFREE AND ODOURFREE.

PROCEDURE:
PUT ON PROTECTIVE GLOVES. FLUSH THE TOILET, IF FLUSH NOT WORKING GIVE A MAINTAINANCE AND MAKE A NOTE IN WORKSHEET. SPRAY CLEANING SOLUTION INSIDE THE W.C. ON THE WALLS. CLEAN THE OUTSIDE OF THE W.C. USING A CLEANING SOLUTION AND A SPONGE. THIS SPONGE SHOULD NOT BE USED INSIDE THE W. C. DRAIN PIPES AND IN W. C. USE A W.C. BRUSH TO SCRUBB THE INSIDE OF THE TOILET BOWL, BE SURE TO CLEAN UNDER THE RIM AND THE SEAT, SOAK THE CLEANING SOLUTION IN THE W.C. TO REMOVE STOBBORN STAINS, USE A DRY CLOTH TO WIPE THE W.C. SEAT AND RIM. ENSURE TO CLEAN UNDER THE W.C. DRIP MARKS AND DEPOSITS.

TASK 10: CLEAN THE WASH BASIN AND VANITY COUNTER. STANDARD: TO ENSURE THAT THE WASH BASIN AND VANITY COUNTER ARE SPOTLESSLY, CLEAN, DIRT FREE AND SYSTEMATIC ARRANGEMENT OF SUPPLIES. PROCEDURE:
MOVE GUEST TOILETRIES WHEN NECESSARY ON A CLEAN HAND TOWEL. WASH SPONGE THROUGHLY IN HOT RUNNING WATER IN WASH BASIN WIPE THE LIGHT FIXTURES, TOWEL RACKS AND OTHER BATHROOM FIXTURES. WIPE THE LIGHT FIXTURES, TOWEL RACKS AND OTHER BATHROOM FIXTURES. WASH THE ASHTRAYS THROUGHLY WITH YOUR SPONGE IN WASTE BASKET AND RINSE THEM WITH WATER, DRY WITH CLEAN CLOTH. RINSE YOUR SPONGE AND CLEANING CLOTH AS NEEDED. REMOVE SINK STOPPER AND SCRUB THROUGHLY FOR HAIR AND OTHER DIRT SPREY CLEANING SOLUTION ON THE SURFACES LIKE SINK, STOPPER, OVERFLOW AND MAIN BASIN DRAIN, FIXTURES AND COUNTER TOP USING SPONGE WIPE DRY THE SURFACES. REARRANGE THE SUPPLIES ON THE COUNTER:

ON LEFT HAND SIDE TRAY WITH, SOAP, SHAMPOO, FOAM BATH, MOISTURISER AND FACE TOWEL. ON RIGHT HAND SIDE- 02 BATHROOM TUMBLERS, SOAP DISH AT THE CORNER OF THE VANITY COUNTER.

TASK 11: CLEAN THE BATHROOM FLOOR. STANDARD: TO ENSURE THAT IT IS NON-SLIPPERY, DISINFECTED AND PEST FREE. PROCEDURE: SPRAY THE BATHROOM FLOOR WITH ALL PURPOSE CLEANING SOLUTION AND SCRUBE WITH SCRUBBER. DRY THE FLOOR WITH A SWAB CLOTH.

CHECK THE DRAIN COVER.

TASK 12: FINISH CLEANING THE BATHROOM STANDARD: TO PROVIDE THE GUEST WITH A SPARKLING CLEAN, HYGIENIC, WELL EQUIPPED, PESTFREE ENVIRONMENT IN THE BATHROOM. PROCEDURE:
CLEAN MIRRORS IN THE BATHROOM AND GUEST ROOM WITH LINT FREE CLOTH/NEWS PAPER & WATER. REMOVE THE USED GLASSWARE. CLEAN THE GLASSWARE, WIPE DRY AND PUT BACK TO ITS LOCATION. RESTOCK GUEST AMINITIES AND PLACE FRESH BATHROOM LINEN IN THE APPROPRIATE PLACES. SPECIAL ATTENTION TO BE GIVEN FOR THE TOILET TISSUE VFOLD.

KEEP THE CLEAN BATHROOM WASTE BASKET AND ASHTRAYS TO THEIR CORRECT PLACES.

CHECK THE BATHROOM PHONE & ALL OTHER FIXTURES FOR FUNCTIONING.

TASK 13: CLEAN THE GUEST ROOM CLOSET STANDARD: TO PROVIDE A WELL-EQUIPPED AND CLEAN GUEST ROOM CLOSET. PROCEDURE:
WET ITEMS HUNG IN THE CLOSET BY THE GUEST SHOULD BE REMOVED AND PLACED ON THE SHOWER CURTAIN ROD.

DRY THE CLOSET ROD OR THE WET AREA IN THE CLOSET WITH A DRY CLOTH. DUST LUGGAGE RACK AND WIPE IT WITH A DAMP SPONGE, WHEN NOT IN USE. PLACE LUGGAGE ON THE LUGGAGE RACK. CHECK &CLEAN COBWEB WITH FEATHER DUSTER DUST THE CLOSET AND ITS MOLDING AND WIPE WITH A DAMP SPONGE. PLACE/REPLACE LAUNDRY BAG & LAUNDRY SLIP IN CLOSET WITH LOGO FACING OUTWARDS. ENSURE THERE ARE 05 HANGERS IN EACH ROOM. CHECK& ENSURE SAFE THAT IT IS OPERATIONAL.

TASK 14: MAKE THE BED STANDARD: TO ENSURE THAT THE BED IS TIGHTLY MADE AND COMFORTABLE.USE CRISP, STAIN FREE, ODOURFREE, LINEN WITHOUT ANY TEARS. SYSTEMATIC APPROCH TOWARDS BED MAKING, WHICH ENSURES GUEST COMFORT. PROCEDURE:
CHECK THE BED SKIRTING AND THE MATRESS. CHECK THE MATTRESS PROTECTOR, MATTRESS AND BOX SPRINGS. IF THERE ARE ANY STAINS ON MATTRESS PROTECTOR REPLACE IT WITH A FRESH ONE. CENTRE THE BOTTOM SHEET ON THE MATTRESS SO THAT AN EQUAL AMOUNT OF SHEETS HANG OVER EACH SIDE OF THE BED. MITRE THE BED CORNERS PUT THE TOP SHEET ON THE BED WITH HEM SIDE UP. ARRANGE THE QUILT ON THE BED SO THAT ITS TOP EDGE IS ABOUT ONE PALM LENGTH BELOW THE TOP OF THE SHEET. FOLD THE TOP EDGE OF THE SHEET OVER THE TOP EDGE OF THE QUILT, SMOOTH THE SHEET AND QUILT AND FOLD IT. GO TO FOOT OF THE BED, TUCK IN THE SHEET AND QUILT SMOOTHLY. MITRE THE CORNERS OF THE QUILT & SHEET TOGETHER AT THE FOOT OF THE BED. INSERT PILLOWS INTO THE PILLOW CASES AND TUCK IN THE LOOSE ENDS. PLACE 02 POLYFILL PILLOWS ON THE BED WITH THE TUCKED FLAPS ON THE UNDERSIDE OF THE PILLOWS POSITION THE BEDSPREAD ON THE BED WITH EQUAL AMOUNTS HANGING OVER BOTH SIDES AND THE FOOT OF THE BED.TUCK THE REMAINDER OF THE BEDSPREAD UNDER THE FRONT EDGE OF THE PILLOWS.

PLACE TWO EXTRA PILLOWS WITH COVER ON THE PREPARED BED.

MAKE ROLL AWAY BED SAME AS NORMAL BED.

TASK 15: DUST THE GUEST ROOM. STANDARD: TO FOLLOW A PROPERLY LAID DOWN SYSTEMATIC PROCEDURE, TO ENSURE A100% DUSTFREE AND CLEAN SURFACES OF FURNITURES & FIXTURES AT ALL TIMES. PROCEDURE:
FOLLOW A DUSTING SYSTEM i.e. START AT ONE SIDE OF THE ROOM AND WORK YOUR WAY AROUND IN A CIRCLE AND DUST FROM TOP TO DOWN. WITH CLEAN

DUST SURFACES OF THE FURNITURE BOTH OUT SIDE & INSIDE CLOTH AND FEATHER DUSTER. REMOVE THE DUST FROM WALLS, CEILING CORNERS & MOLDINGS. DUST AND POLISH MIRRORS AND CLEAN FRAMES WITH A CLOTH SPRAY WITH WATER. CLEAN AND POLISH GLASS ON PICTURES USING A CLEAN CLOTH.

UPHOLESTRY WILL BE CLEANED BY VACCUM CLEANER AND MAKE SURE THAT DRAPES ARE PINNED AND HUNG CORRECTLY. DUST AND POLISH THE WRITING TABLE AND OPEN THE DRAWERS AND WIPE INSIDE. DUST ANY EXPOSED AREA OF BED FRAME, INCLUDING THE HEAD BOARD. CLEAN AND DISINFECT THE TELEPHONE USING ALL PURPOSE CLEANER AND A CLEAN CLOTH. & NOTE ANY PROBLEMS ON YOUR WORKSHEET. DUST TABLES, CHAIRS, LAMPSHADES, BULBS AND BASES OF LAMP SHADE. DUST THE TOP AND SIDES OF THE TELEVISION SET AND ITS CABINET. DUST THE ROOM SKIRTING. DUST THE MAIN DOOR OUT SIDE, INSIDE AND THE TOP EDGE. DUST THE BATHROOM DOOR, MOULDING AND THE TOP EDGE. USE FEATHER DUSTER /CEALING BRUSH TO REMOVE COBWEBS FROM THE ROOM CEALING, CORNERS &CURTAIN CHANEL.

WATER THE PLANT ON ALTERNATE DAY.

TASK 16: CLEAN WINDOWS TRACKS AND SILLS STANDARD: TO ENSURE THAT EVERY NOOK AND CORNER OF THE WINDOWS, TRACKS & SILLS ARE SPOTLESSLY CLEAN 100%COBWEBFREE, PESTFREE AND LINT FREE. . PROCEDURE:
SPRAY A GLASS CLEANER/WATER ON WINDOWS, CLEAN & POLISH THEM WITH A FRESH CLOTH.

REMOVE BUILT UP DIRT FROM WINDOW TRACKS AND SILLS WITH A SMALL BRUSH AND WIPE WITH A DAMP CLOTH. CHECK THE OVER ALL APPERANCE OF WINDOWS, TRACKS AND SILLS. REPORT ANY PROBLEMS OR MAINTENANCES TO YOUR SUPERVISOR. CHECK FOR COBWEBS AND REMOVE THEM.

TASK17: PUT FINISHING TOUCHES ON THE GUEST ROOM STANDARD: TO ADHERE TO QUALITY CLEANING PROCEDURE ENSURING THAT THE ROOM IS COMFORTABLE, CLEAN, WELL SET AND WITH A PLEASANT ATMOSPHERE. PROCEDURE:
CHECK BEFORE LEAVING THE ROOM FOR ALL SUPPLIES AND BE SURE THAT YOU HAVE NOT LEFT BEHIND ANYTHING. ATTEND TO ANY CLEANING TASK OR ITEM YOU MAY HAVE OVERLOOKED. SECURE GUESTROOM KEYS LEFT BEHIND, HAND IT OVER TO HK DESK. CLOSE THE SHEER CURTAINS FULLY & THE HEAVY CURTAINS WITH A GAP OF MINIUM THREE FEET TO ALLOW NATURAIL LIGHTS IN THE ROOM. TAKE A LAST LOOK TO ENSURE THAT THE ROOM IS ASTHETICALY APPOINTED.

TASK 18: VACCUM THE GUESTROOM AND REPORT ROOM STATUS. STANDARD: DUSTFREE, FLUF-FREE, SPOTLESSLY CLEAN GUEST ROOM & CORRIDOOR CARPET. PROCEDURE:
CHECK THE VACCUM CLEANER FOR SAFETY. CORNER BRUSH WILL BE ATTACHED TO VACCUM CLEANER TO CLEAN THE CARPET AND ROOM CORNERS. PLUG VACCUM CLEANER INTO THE OUTLET NEAREST TO THE GUEST ROOM DOORS. BEGIN VACUMING FROM THE FARTHEST END OF THE ROOM AND WORK BACK TOWARDS THE ENTRANCE OF THE ROOM. THE CORD WIIL BE WOUND AROUND THE BODY OF THE MACHINE ONCE THE VACCUM IS UNPLUGGED. VACCUM CLEAN THE BATHROOM.

TASK 19: EXIT THE GUEST ROOM STANDARD: TO ENSURE THAT THE ROOM IS CLEANED THROUGHLY AND LOCKED PROCEDURE:
SWITCH OFF THE LIGHTS REMOVES THE KEY CARD FROM THE SLOT AND LIGHTS WILL BE SWITCHED OFF AUTOMATICALLY. RECHECK IF THE DOOR IS LOCKED PROPERLY. WIPE THE DOOR HANDLES WITH DRY CLOTH FOR IT TO RETAIN ITS SHINE.

TASK 20: CORRECT INSPECTION.

CLEANING

PROBLEMS

FOUND

DURING

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

PROCEDURE:
THE ROOM MUST BE CLEANED AS PER SET STANDARD PROSIDURE TO AVOID ANY FAULT IN SERVICE.

MISTAKES POINTED OUT BY THE SUPERVISOR HAVE TO BE RECTIFIED THEN AND THERE.

TASK 21: COMPLETE END OF THE SHIFT DUTIES. STANDARD: TO ENSURE THAT THE WORK AREA, PANTRY VACCUM CLEANER AND THE TROLLEYS ARE CLEANED, NEATLY SET AND STACKD TO AID SMOOTH FUNCTIONING OF THE FOLLOWING SHIFT. PROCEDURE:
SOILED LINEN FROM PANTRIES TO BE SEND TO THE LAUNDRY. TRASH BAGS TAKEN TO THE GARBAGE AREA IN THE HOTEL AFTER WELL SEGRIGATION. REMOVE VACCUM CLEANER BAG AND EMPTY IT INTO TRASH. CLEAN AND ARRANGE THE HOUSEKEEPING CLOSET AS NEEDED. KEEP THE TROLLIES BACK IN TO THE RESPECTIVE PANTRIES. RETURN MASTER KEYS TO THE DESK.

TASK 22: ROTATING THE MATTRESS STANDARD: FIRM MATTRESS ON THE BED IN THE GUEST ROOM. PROCEDURE:
ROTATING OF THE MATTRESS WILL BE DONE ONCE IN THREE MONTH. INSPECT THE MATTRESS FOR SAGGING AND ROTATE IT.REMAKE THE BED.

TASK 23: SET UP OR REMOVE SPECIAL GUEST SERVICE EQUIPMENT STANDARD: TO ENSURE THAT THE SPECIAL GUEST SERVICE EQUIPMENT ARE SET UP OR REMOVED PROMPTLY AND PLACED IN A CONVENIENT AREA. PROCEDURE:
BED BOARD WILL BE PROVIDED ON GUESTS REQUEST. ON THE CHECK OUT OF THE PARTICULAR GUEST, BED BOARD WILL BE REMOVED AND PLACED BACK IN ITS STORAGE AREA. IRON AND IRONING BOARD WILL BE PROVIDED ON GUESTS REQUEST AND IT WILL BE REMOVED FROM THE ROOM PROMPTLY. ROLL AWAY BEDS SHALL BE MADE IN THE SAME WAY LIKE ORDINARY BEDS WOULD BE MADE ON GUEST REQUEST.

TASK 24: PROVIDE EVENING TURNDOWN SERVICE. STANDARD: TO ENSURE THAT SPECIAL CARE TO BE TAKEN WHILE GIVING TURNDOWN & KEEP ROOM READY FOR GUEST COMFORT. PROCEDURE:
ENTER THE GUEST ROOM. REMOVE GUEST ITEMS FROM THE BED i.e. OPEN SUITCASES WITH SCATTERED CLOTHES ALL AROUND THE BED. FOLD BACK THE TOP OF THE BEDSPREAD WITH FINISHED APPEARANCE AND IT WILL BE PLACED BACK IN THE LUGGAGE RACK DRAWER. PUT SHOW PILLOWS ALSO IN THE L/RACK DRAWER. REMOVE COVER FROM EXTRA PILLOWS AND PLACE THEM ON. PLACE THE DRESSING GOWN ON THE BED. PLACE TURN DOWN AMENITIES. REPLACE DIRTY ASHTRAYS IN ROOMS AND RESTOCK MATCHES. REPLACE DIRTY GLASSES. CALL ROOM SERVICE FOR CLEARING FOOD SERVICE TRAYS OR MOVE THEM TO SERVICE AREA IN THE CORRIDOOR. EMPTY THE TRASH AND CLEAN THE WASTE BASKET VACUUM THE ROOM IF NEEDED. CLOSE THE SHEER AND HEAVY CURTAINS TO SHUT OUT THE LIGHTS. TIDY THE GUEST BATHROOM BY REMOVING USED BATHROOM LINEN AND RESTOCK WITH FRESH TERRYS. OPEN THE BATHMAT. PLACE IT INFRONT OF THE BATH TUB. STRAIGHTEN AND WIPE DOWN THE COUNTER TOP IN THE DRY AND POLISH THE FIXTURES. STRAIGHTEN AND WIPE DOWN THE TUB AREA AND WIPE IT DRY. DRY AND POLISH THE FIXTURES. REFIIL TOILET TISSUE. CREATE A PLEASANT ATMOSPHERE IN THE GUEST ROOM. DOUBLE CHECK THE ROOM FOR TURN DOWN SERVICE GIVEN IF ANYTHING IS OVERLOOKED. EXIT AND SECURE THE ROOM BY CHECKING DOOR LOCK AND WIPING YOUR FINGERPRINTS FROM THE SURFACE OF THE DOOR. DOUBLE CHECK TO BE SURE THE ROOM IS LOCKED.

TASK

25: REPLENISH SUPPLIES AND AMENITIES

STANDARD:TO PROVIDE THE GUEST WITH NECESSARY SUPPLIES AND AMENITIES FOR DAY TO DAY USE, ANTICIPATING THE GUESTS NEEDS. PROCEDURE:
ENSURE THAT ALL GUEST SUPPLIES AND AMENITIES ARE AS PER SPECIFIED LIST. REPLENISH AND ARRANGE STATIONARY. SUPPLY THE CORRECT NUMBER OF AMENITIES.

TASK 26: CLEANING OF THE GUEST CORRIDORS AND LIFT LANDINGS ON FLOOR. STANDARD: CLEAN, PRESENTABLE, WELL LIT CORRIDORS AT ALL TIMES. PROCEDURE:
USE FEATHER BRUSH FOR CLEANING OF CORRIDOR CEILING. CEILING LIGHT FIXTURES TO BE DUSTED EVERY DAY. WALL WASHING TO BE DONE FOR SPOTS ON THE WALLS. SKIRTING DUSTING TO BE DONE DAILY.REPORT JOB ORDER IF POLISHING IS REQUIRED. CHECK ALL THE SOCKETS FOR POWER REPORT LOOSE/DAMAGED SOCKETS. MAIN DOORS TO BE DUSTED, SIGNAGES CLEANED& POLISHED ON DAILY BASIS. VACUUM CARPETS TWICE DAILY. SPOTTING TO BE DONE WHEREVER NECESSARY. CLEAN THE LIFT LANDINGS. DUST& CLEAN THE ASH URN, CLEAN& REFILL MARBLE CHIPS WHENEVER NECESSARY.

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

TASK 1: CLEANING OF PORCH & DRIVE IN AREA. STANDARD: CLEAN & PRESENTABLE AT ALL TIMES.

PROCEDURE:
USE HARD BROOM TO SWEEP THE FLOOR TO ENSURE THAT THERE ARE NO LEAVES WASTE PAPERS REMOVE OIL STAINS FROM THE FLOOR USE APROPRIATE DETERGENTES FLOOR TO BE WASHED EVERY NIGHT SCRUB THE FLOOR ONCE IN A WEEK (USE T. BRUSH). COBWEB FROM PORTICO CELLING TO CHECKED AND REMOVE WITH A COBBWEB BRUSH. ENTREANCE DOOR MAT TO BE KEPT CLEAN THRROUGH OUT DAY AND TO BE WASHED EVERY NIGHT. ALL MAINTENANCE TO BE CHECKED AND REPORTED TO ENGINEERING FOR NECESSARY ACTION.

TASK2: CLEANING OF LOBBY MAIN DOORS AND LOBBY STANDARD: MAINTAIN THE LOBBYAND GLASS DOORS CLEAN, SPIC&SPAN AT ALL TIMES.

PROCEDURE:
MAIN DOORS:

THE GLASS DOORS AND Its TOP EDGE TO BE DUSTED WITH FEATHER DUSTER. USE GLASS CLEANER/WATER TO CLEAN THROUGHLLY. CHECK THE DOOR & HANDLES FOR ITS OPERATIONS.

LOBBY: IN ALL SHIFTS USE DRY SWABBER TO MOP THE MARBLE AND WOODEN FLOOR AT REGULAR INTERVALS. WET MOPPING TO BE DONE FOR MARBLE FLOOR AS REQUIRED.MINIMUM THRICE IN A SHIFT. LOBBY FLOOR TO BE BUFFED EVERY NIGHT WITH BUFFING MACHINE. DUST AND CLEAN ALL LIGHT FIXTURES ON A DAILY BASIS. VACCUM CLEAN FURNITURE UPHOLSTERIES. CLEAN ALL GLASS PANELS WITH GLASS CLEANER. SCRUB THE RECEPTION COUNTER EVERY NIGHT WITH MILD DETERGENT. SCRUB THE LOBBY STAIR CASE EVERY NIGHT. SCRUB THE STAIR CASE RAILING ONCE IN A DAY. DUST CLEAN THE GLASS WINDOWS WITH FEATHER BRUSH

ATTRIBUTES AND INDICATORS: - PROCEDURAL A) ACCOMODATION: -

ROOMS TO BE MADE PROMPTLY AFTER EVERY DEPATURE.SO AS TO ACCOMMODATE NEW ARRIVAL. 90% OF THE GUEST REQUEST SHOULD BE ACCOMMODATED. ITEMS OF UNCOMMON NATURE SHOULD BE PROCURED FROM OUTSIDE IF REQURIED. ALL GUEST COMPLAINTS MUST BE HANDLED WITH PERSONAL CARE TO ENSURE100%GUEST SATISFACTION.

B) ANTICIPATION: ANTICIPATE GUEST NEEDS AND WANTS AND ORGANISE THE SAME. i.e. BABY COT, HOT WATER BAG, REGULEAR MEDICINES, STATINARIES, NAILCUTTER SCISSORS HARD BED etc. ANTICIPATE PERSONALISED SERVICES FOR REGULAR GUESTS.i.e. PREFERANCES FOR DRINKING WATER.EXTRA PILLOWS (COTTON). HANGER SERVICE.

C) TIMELINESS: DESK TELEPHONE MUST BE PICKEDUP BEFORE THE THIRD RING. DEPARTURE ROOMS MUST BE CLEARED/ SERVICED IN 25 MINUTES. SHOE SHINE SERVICE TO BE PROVIDED IN 10 MINUTES OF RECEIVING THE REQUEST. DRINKING WATER TO BE PROVIDED IN 7 MINUTES OF RECEIVING THE REQUEST. REQUEST FOR EXTRA ITEMS i.e. HOT WATER BAG, ICE BAG, NAIL CUTTER, and MEDICINES SHOULD BE ATTENDED AND PROVIDED