WEEK 4-5

• 2. After knocking the door how long should you wait?
• SOP for Entering the Guest Room

  1. Leave the DND (Do not Disturb) rooms undisturbed

  2. Knock the door with knuckles and announce in pleasant voice, "Housekeeping..."

  3. Wait for 20 seconds to hear the guest's response

  4. In case of no response, announce the same again

  5. If there is no answer second time too, open the door with the key

  6. Enter the room

  7. If the guest is found sleeping, withdraw from the room quietly

  8. If the guest answers, ask politely when would he like to service the room

  9. If the guest wants it later, acknowledge his reply and withdraw from the room

  10. If the housekeeping work is in progress and the guest returns from outside, greet him and ask if the guest would like to return in some time
• 1. How to Enter guest room?
• 3. How to greet the guest?
• GREETING OF GUEST


  1. On seeing a guest, greet depending on the time of the day along with a smile

  2. Use the guest's name when known

  3. Greet the guest with a smile depending on the time of the day: 00.00 – 11.59 - "Good morning", 12.00 – 17.59 - "Good afternoon", 18.00 – 23.59 - "Good evening"
• SOPs for Do-Not-Disturb (DND) Rooms

  1. Do not disturb by placing a call until 2:00 o'clock in the noon

  2. After 2:00 p.m., the Supervisor calls the room to know the guest's needs

  3. The housekeeping staff contacts the supervisor to make sure whether to service the room

  4. If the call was not answered by the guest after two calling attempts, the room is serviced

  5. To his best judgement, the housekeeping staff enters the room and continues with the usual housekeeping work
• Answering guest request or queries

  1. Find out the exact details required by listening carefully and noting it down

  2. Ask appropriate questions about requirements

  3. Confirm all the details back to the guest at the time of Inquiry to ensure correct information

  4. Give the required information. If it will take time, tell the guest the specified time to get back to him

  5. Listen attentively and deal with all guest queries immediately in a smiling, courteous manner

  6. Take personal responsibility for the guest queries and get back within the specified time
• Lesson Summary questions
• 5. What has to be done if there is a delay in the requested service?
• 4. How to find out the guest requirements?
• SOP ENTERING A OCCUPIED/ VACANT ROOM

  1. Knock the guestroom door thrice

  2. Announce, "Housekeeping 3 times"

  3. Wait for 20 seconds

  4. Open the door slowly

  5. Announce yourself and enter the room
• Restocking the housekeeping trolley

  Items on the trolley at the end-of-shift are left on it. Restock the trolley for the next shift
• Cleaning of dusters

  Shake clean, wash according to manufacturer's instructions
• Cleaning of dusting mops

  Shake thoroughly, wash in hot soapy water, and air dry
• Cleaning of cloths and sponges

  Wash with designated detergent, air dry
• Cleaning and storing trolleys and equipment

  Wipe over with a general purpose cleaner, spot-cleaning as required to remove marks and maintain appearance. Replace used or dirty linen and rubbish bags. Remove soiled items and empty packages
• Cleaning of buckets

  Use a dedicated bucket wash area, wash with designated detergent, air dry
• Cleaning of washing mops

  Wash in hot soapy water, rinse thoroughly, squeeze-dry, and air dry
• Clean housekeeping equipment prior to storage

  Ensure all equipment is clean and ready for the next shift. Clean mops, dusters, brooms, brushes, cloths, sponges, and buckets
• Cleaning of brooms and brushes

  Shake clean, wash with designated detergent, hang to air dry
• Location for storing equipment

  • Large items (vacuum cleaners, brooms, buckets) go on the floor
  • Smaller items go on shelves with labels indicating placement
• When storing equipment, check:
• Notifying the office of any problems identified is a good practice, polite, and expected staff behavior
• Everything has its nominated position in the storeroom to make it easy to see what is left, allow quick access for room attendants, and facilitate stocktaking activities
• End of shift procedures

  1. Go to the Head Housekeeper's office

  2. Advise that you have finished and about to go

  3. Notify the office of any problems identified

  4. Hand back and sign in room keys or cards

  5. Complete time sheet
• Bucket cleaning


  1. Tipping out dirty water into designated sink or gully trap

  2. Removing or rinsing out dirt and material

  3. Washing with designated detergent

  4. Checking rollers and removing debris

  5. Cleaning rollers with cloth

  6. Turning upside down and leaving to air dry
• Completing the time sheet signifies the end of the shift
• The role of a room attendant is a hard job requiring a special person with a wide range of knowledge, skills, and attributes. The room attendant is truly the spine of the hospitality industry
• Vacuum cleaner cleaning

  1. Cleaning out at the end of the shift

  2. Replacing bag if required

  3. Wiping machine and attachments clean using a damp cloth

  4. Wrapping power cord correctly and safely

  5. Following manufacturer's instructions for cleaning
• Checks to make when storing equipment