Housekeeping


SOP – Housekeeping – Handling Guest Room Found Open
SOP Number: HK - 32 ( SOP serial number and department code )
Department: Housekeeping – Guest Rooms
Date Issued: 08-Aug-2019
Time to Train: 20 Minutes
The purpose of this policy is to protect the hotel’s interest by preventing the unpredictable case happens under the situation when the guest room main door is found open no guest is inside.
The responsibility of handling such important issues is not only laid with the Executive Housekeeper but also with the Resident Manager and Security Manager and other HOD as per the management policy.  
Standard procedures to follow when an occupied guest room is found open:
  • Housekeeping staff should inform the EHK or Manager on Duty (MOD) immediately once the guestroom door is found open while nobody inside.
  • The room should be isolated and nobody should enter into the room nor touch any item inside.
  • EHK, MOD, Security Supervisor and the Floor Supervisor should proceed to the spot and inspect the room together then retrieve the lockset/key card log/event and look to see if there is anything unusual.
  • The room should be double locked afterworlds. Front Desk and Room Attendance should be advised to inform the Manager On Duty (MOD) when the guest comes back.
  • The duty Manager should proceed to the room together with the duty Security Supervisor when acknowledging that the guest is back.
  • The Manager should release the double lock for the guest and careful explanation should be extended, by saying: "Mr. [Guest Name], your room was found left open while you were out, we locked it for you immediately after noticing it. Please check and let us know if everything is alright inside."
  • Arrange a room attendant to clean up the room if agreed by the guest.
  • For any loss claiming is made by the guest then the same need to be handled as per the hotels SOP for "Lost and Found".
  • During the night patrol, the door which is found left open should be closed by Night Manager/MOD and Security Supervisor.
  • A "Door Found Open" slip should be placed into the guest's room to advise of the situation.
  • Such type of incident needs to be recorded without fail in the 'Incident Report'.
Training Summary questions:
Q1. Who is responsible to take action if a guest room door is found open?
Q2. What needs to be done after releasing the double lock to the guest?
Q3. If such incidents happen during night patrol/rounds who all are in charge to take action?
SOP – Housekeeping – Key control procedures
SOP Number: HK - 10 ( SOP serial number and department code )
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
Housekeeping staffs should have a good knowledge about the types of keys and locks used in the hotel
Issuing floor keys to room maids:
  • Issue the floor key to room maids only after getting the signature on the key register.
  • Room maids should never give the floor key to any guest or other hotel staffs.
Collect keys at the end of each shift:
  • When room attendants return the room key ask them to sign on the key control register.
  • Return the keys to the security department and get signature from the security staff who is taking over the keys.
Handle grand master keys and section master keys:
  • Only people authorized to check out grand master and section master keys should handle them.
  • If un authorized staff wants to handle these keys for any special cases, then a proper approval must be taken from either Asst. Housekeeping manager or Executive Housekeeper.
  • Do a follow up with the staff who was taken these keys if the same is not returned in stipulated time. If you find anything suspicious then report the same to the managers.
Control Emergency Key:
  • Emergency key should be stored in a key locker with a breakaway seal.
  • Only in case of emergency the seal shall be broken to take the key.
  • Open the sealed envelope and take the necessary key from it.
  • Give the emergency key to the appropriate personnel.
  • Whenever the emergency key is taken the same shall be mentioned on the housekeeping log and also on the key register with the detail explanation of the incident.
  • Return the key to the emergency locker.
Handle Lost keys:
  • In case any keys are lost then inform the HK executive / supervisors immediately.
  • Record the same on the lost key register.
  • Mention the a detail note on the lost key register with Date, Room attendant’s name, reason for the loss if any, remarks.
  • After receiving approval from executive housekeeper prepare a new set of the lost key (Electronic keys) for metal keys give new requisition to maintenance.
Take regular key inventory:
  • Perform floor key inventory every one to two weeks.
  • If any keys are missing and follow the steps under ‘Handle lost keys’.
Training Summary questions:
Q1. Why it is importance for the housekeeping staff to have a good knowledge about types of keys and locks?
Q2. What is the process for issuing floor keys for room maids / room boys?     
Q3. How to control emergency keys?
Q4. Who to be reported immediately in case of a lost key?
Q5. What should be a ideal frequency for key inventory?
SOP – Housekeeping – Lost and Found procedures
SOP Number: HK - 11 ( SOP serial number and department code )
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
  • An item left behind by guest either in the room or in public area identified by any staff and brought under the notice of Housekeeping is termed as “Lost and Found” item.
  • There should be one dedicated location to receive lost and found items whether it is found in guestrooms, meeting rooms, public area or restaurants.
  • The lost items must be secured in a locked closet or area that has highly restricted access.
  • Employees are instructed to bring items to lost and found area, with valuables receiving immediate attention.
  • All items received to be recorded in a lost and found register.
  • All items regardless whether it is valuable, non valuable items and perishable items must be recorded on the Lost and found register.
  • Items should be put in a plastic bag noting the serial number from the register, place found, date, name of the person found the item etc.
  • Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be stored in a locker.
  • If the Property management system has Auto trace functionality then put a trace on the guest profile stating the there is a lost item held with the housekeeping department.
  • Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
  • When guest calls up the hotel to ask about the lost item, only the person who maintains the lost and found register should revert to the call.
  • Once the item is sent to the guest / collected by the guest authorized person an appropriate entry to be made on the system.
Sample lost and found register:
Lost and found register housekeeping 
The lost and found items are classified as follows:
1.     Valuable items.
2.     No valuable items.
3.     Perishable items.
Valuable items :
  • One separate Register is maintained for Valuable lost and found items and the items are kept in a safe Deposit Locker.
  • Valuable items are kept for a period of six months ( as per the hotel policy),
  • If there is no response from the guest, auction to be conducted.
Non valuable items:
These category items are kept for three months in safe custody after making necessary entries.
If there is no response from the looser till the time, these items are to be disposed off. Eg: To be distributed to the finder.
Perishable items:
  • Perishable nature lost and found items are kept for three days.
  • In case of any quarry and need to keep further is to be done accordingly.
Training Summary questions:
Q1. Explain the term 'Lost and found'?
Q2. What is the process for valuable objects?  
Q3. Where should the valuable items kept?
Q4. Why it is important to record all items on the lost and found register?
Q5. What is the procedure for non valuable items?
SOP – Housekeeping – Packing for Out of Order rooms
SOP Number: HK - 28 ( SOP serial number and department code )
Department: Housekeeping – Guest Rooms
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 30 Minutes
In some cases a guest room has to be taken out from inventory due to various maintenance works.
Below are few reasons when the room is taken under Out of Order ( OOO ):
  • A/C leakage
  • Bathroom leak
  • Ceiling leak
  • Carpet replace
  • Window Glass broken
  • Repainting
  • False ceiling repair
  • Room Ceiling Fungus appearing
  • Blockage / Leakage in bathroom etc.
  • The housekeeping department is responsible to pack the guest for the maintenance team to start their work.
Packing help to protect and prevent other areas in the rooms from damage due to dust, moisture, paint etc.
Depending upon each kind of maintenance activity the room boy should pack the room.
Below items are packed in most of the cases:
  • All the furniture
  • Guest supplies
  • Accessories
  • I pad-dock
  • TV
  • Home Theatre / surround systems.
  • In Room Lightning and Temperature control systems.
  • Drapery
  • Linen
  • All fittings & fixtures and heavy items like bed to be covered.
  • Carpet to be either rolled or covered with plastic or discard sheets.
  • W/C seat to be covered and tied with polythene.
  • Heavy items
  • Fixtures.
  • All artwork, lamps.
  • Fittings have to be covered and kept aside. 
  • Entire carpet has to be covered wall to wall.
  • Strip bed of all linen.
  • Mattress protector, curtain swag, bed valence & bed cover to be sent for dry-cleaning.
  • Pillows, shower curtain and small items to be packed, numbered and kept in store.
  • All supplies & stationery to be packed numbered and stored.
  • Small furniture to be numbered and kept in the store.
Training Summary questions:
Q1. Who is responsible for packing guest room for maintenance work?
Q2. Give few examples for taking rooms under OOO status?
Q3. How to protect the room carpet during maintenance work?
SOP - Housekeeping – Pest Control
SOP Number: HK – 29
Department: Housekeeping – Room & Public Area
Date Issued: 18-Jul-2014
Time to Train: 30 Minutes
It is the management policy that pest control is carried out on a regular basis and that the Housekeeping Department has an overall responsibility to co-ordinate between the contractors and all departments.
Purpose: The purpose of this policy is to ensure that the Hotel premises are refrained from all pests, to ensure problem areas can be identified and effective measures can be taken promptly and to ensure that the minimum disturbance is caused to the operation of the Hotel and our guest.
Procedure
If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects etc. in any area of the Hotel they should immediately report it to the Housekeeping Department.
Housekeeping Staff will record the details in the Pest Control Log Book. The Format is as follows:
  • Date
  • Time
  • Description of Pest Problem
  • Location of Pest Found
  • Date of Pest Treatment Appointment
  • Job Completed on.
  • Staff accompanied.
  • Signature
Housekeeping Manager is to review the Pest Control Log Book weekly to ensure the proper treatment is complied with.
Housekeeping floor supervisor or the Housekeeping manager should co-ordinate with the pest control contractor for monthly schedule and urgent implementation arrangement of ad-hoc pest control.
Housekeeping Manager will advise other department of the schedule and the type of treatment used for pest control, so the necessary safety measure can be taken by the concerned department Eg. Covering of food, cancelling of table settings etc.
Pest control contractor will be guided and accompanied by Housekeeping staff for security and job performance control purpose.
Types of Pest Control service:
There are three basic treatments in controlling pests:
  • Rodenticide Treatment (e.g. Laying of rat bait)
  • Insecticide Treatment (e.g. Spraying of Insecticide)
  • Flying Insects Control (e.g. Fumigation).
Areas Covered- All guest rooms, guest floor pantries, pipe duct rooms and both stair ways.
Treatment – Spray plus laying and checking of rat bait.
Frequency – Every second month during daytime.
Pubic Areas
All pubic areas, corridors, loading bay all toilets, general store, male and female changing rooms, rubbish rooms, lobby and front desk, floor terracing areas, driveway, workshop and engineering areas.
Treatment – Spray plus laying and checking of rat bait
Frequency – Monthly during overnight
Kitchen and Restaurants Areas
All F&B outlets i.e. All kitchens, staff canteen and restaurants.
Treatment – Spray plus laying and checking of rat bait, fumigation
Frequency – Monthly during overnight.
Training Summary questions:
Q1. What is the purpose of pest control in hotels?
Q2. Who should you inform if you find pests like cockroaches, ants, rats etc. In hotel premises?
Q3. What should be the ideal frequency for pest control for public areas?
Q4. Who should review the pest control log book?
Q5. What are the types of pest control services?
SOP – Housekeeping – Prepare guest room for cleaning
SOP Number: HK - 14 ( SOP serial number and department code )
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 35 Minutes
Remove room service equipment's from room:
  • Pickup all room service equipment and move it to the floor pantry.
  • Move the room service cart / trolley to the floor pantry.
  • Inform the room service / IRD department to clear the trays / trolley from guest room / floor pantry.
  • Never place the room service trays or trolleys on the guest corridor or the service elevator.
Removing rubbish:
  • Collect recyclable items such as (Newspapers / Aluminum cans, glass bottles, News paper bags etc.) and place them either in the bag or on the floor pantry.
  • Empty the waste paper basket and ashtray on to the garbage bag.
  • Pick up all the rubbish and put it in the rubbish bag.       
  • All rubbish removed from room upon entering that room, and placed in rubbish bag on trolley.
  • Extra care should be taken with broken glass, razor etc.
  • Remove all disposal items like ash, cigarette buds etc. into the dustbin.
  • Keep ashtrays and glassware under washbasin tap to wash.
  • With lukewarm water and teepol, clean the ashtrays and glassware with the help of sponge.
  • Wash liberally with water.
  • Wipe with a lint free cloth.
  • After drying, place back the items in the appropriate place.      
  • Ashtrays and glassware are spotless and clean.
  • Use a dry tissue to collect hair from the vanity, toilet, bath tub and floor.
  • Do not throw away any guest property that may be wrapped in a tissue.
  • Cleaning of ashtrays and glassware.
  • Collect all ashtrays and glassware.
Emptying dirty linen:
  • Remove any guest clothing from the bed and neatly lay it across the back of the chair.
  • If there is any personal items on the bed then remove them and place it neatly on the table.
  • If it’s a departure dirty room then if you find any guest items and record the same as lost and found item.
  • Remove all dirty linen from the room and put everything in the space provided for storing soiled linen in the R/A trolley.
  • When the dirty linen is at level with the top of the trolley, empty the linen and collect in the pantry.
  • All the dirty linen removed from room and put in linen bag in the trolley.
  • Do not use guest linen and towels for cleaning the guest rooms.
Training Summary questions:
Q1. What is the step for removing room service equipment's?
Q2. How to clean the ashtrays and glass wares?        
Q3. What to be done if you find any guest items in the bed, floor?
Q4. Important points while removing rubbish from the guest room?
Q5. Why one should not place the room service tray or trolley on the guest corridor?
SOP – Housekeeping – Restock bathroom supplies
SOP Number: HK - 19 ( SOP serial number and department code )
Department: Housekeeping – Guest Room
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 25 Minutes
Restocking of Bathroom supplies:
  • Bathroom amenities/ supplies have to be replenished daily.
  • Check the facial tissues in the box and replace if empty.
  • Attention to each detail and make sure that the facial and toilet tissue should not be empty.
  • Remove the protection tab from the tissue box and then pull one tissue and fold in a triangular shape. This will ensure that the other tissues will come out easily when pulled.
  • At any given time a full set of standard supplies has to be available in the room.
  • Not to replenish supplies bottles till the time it is 1/4 bottle of the content.
  • Not to replenish soap till the time it is not less than half the size.
List of sample supplies used in bathroom:
  • Shampoo
  • Foam bath
  • Moisturizer
  • Shoe shine
  • Detergent
  • Disposable bag
  • Mouthwash
  • Tissue Box
  • Sewing kit
  • Shower cap
  • Comb
  • Amenities tray
  • Soap etc.
Replacement of toilet paper in Dispenser:
  • Check if there are any rolls that need replacing.
  • Remove the empty rolls and put in the dustbin.
  • Replace the toilet tissue roll when there is less than one third left.
  • Replace them with the new ones.
  • Install the roll so that the paper feeds over the top away from the wall.
  • Fold the ends of the rolls neatly in triangle shape.
  • The toilet roll dispensers have to be one complete roll or half at all times.
Training Summary questions:
Q1. What is the frequency of replenishing / restocking bathroom supplies?
Q2. How to place the tissue box?
Q3. Give few examples of supplies used in hotel bathroom?
Q4. When should the toilet roll replaced?
Q5. What is the proper way to install the toilet roll?
SOP – Housekeeping – Servicing of guest rooms
SOP Number: HK - 02 ( SOP serial number and department code )
Department: Housekeeping – Guest Room Maintaining
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 45 Minutes
Servicing of Occupied Rooms:
  • All occupied rooms are serviced twice daily and as and when requested by the guest.
  • Enter the room according to the procedure of entry to guestrooms.
  • Clear the garbage according to the procedure of removal of garbage from dustbins.
  • Collect the soiled linen and throw in the linen bag.
  • Make the bed, follow the bed making procedure.
  • Perform dusting of the room.
  • Vacuuming of carpet and the upholstery maintenance.
  • Clean Bathroom.
  • All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)
  • After servicing the room following facilities function to be checked.
  • Television
  • All Telephones
  • All Bulbs.
  • Any in room Entertainment system.
Servicing of vacant room:
  • Room has to be spic and span at every given time.
  • Knock the door.
  • Switch on all lights.
  • Open heavy and sheer curtains.
  • Remove turn down service.
  • Put bed cover.
  • Do the dusting.
  • Replenish water and ice.
  • Mop bathroom flooring with disinfectant.
  • Vacuum the carpet if necessary.
  • Close sheer curtain.
  • Heavy curtain should be half closed.
  • Put of all the lights.
  • Give final looks and shut the door.
Servicing of vacant dirty room:
  • Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. Left guest items to be deposited at Housekeeping control Desk.
  • Knock and enter the room.
  • All drawers and cupboards are checked for any lost and found of guest.
  • All dustbins are cleared of garbage.
  • Soiled linen to be removed.
  • Bed is made according to procedure for bed making.
  • Dusting of room is done.
  • Vacuum upholstery and carpet.
  • All glassware and Ashtrays have to be cleaned.
  • All guest amenities in room have to be replenished.
  • Bathroom is cleaned according to procedure.
  • Replenished  amenities in the bathroom.
  • All items used by the previous guest are changed with fresh ones.
  • All maintenance work are noted and given to the Engineering department.
  • Inform room status to the Housekeeping control desk.
Training Summary questions:
Q1. What is the difference in servicing occupied, Dirty and a vacant departure room?
Q2. Points while servicing a occupied room?    
Q3. Why should we replenish all guest amenities with a new one while servicing a ‘Vacant departure room’?
Q4. What all to be check after servicing the room?
Q5. Whom to be reported in case you find any issues with TV / Bulbs etc?

SOP – Housekeeping – Taking messages and handling complaints
SOP Number: HK - 06 ( SOP serial number and department code )
Department: Housekeeping – Control Desk
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
Taking messages in HK control Desk:
While taking a message the following procedure has to be followed:
  • Name of the person for whom the message is intended.
  • Name of the person leaving the message.
  • The contact number of the person leaving the messages.
  • Date, Time, and Initials.
  • Details of the Guest request / Messages.
  • Request forwarded to Staff.
  • Status of the request.
Note: Download Sample guest request tracker formats.
  • Repeat and confirm the message / request with the guest/caller.
  • Pass on the message immediately to the concerned person or department. 
  • When taking a message, staff member has to ensure to collect accurate and adequate information and pass it on to the appropriate person.
  • Follow up with the concerned person and take update on the task until it is completed.
Handling complaints:
  • Do not argue with the guest.
  • The guest is always right.
  • Listen attentively to the guest and understand what is exactly wrong.
  • Write pertinent details down on the guest request tracking sheet.
  • Apologize for the inconvenience caused.
  • Rectify the situation if you can.  These are some instances where common sense will prevail and so as long as you are aware of the standard procedure of rectifying complaints.
  • Inform the Manager of all complaints immediately, even if you have successfully resolved the situation.
  • Note down the incidence on the log book and give handover to the next shift the issue is still not resolved.
  • Complaint has to be handled positively and with empathy for the guest, aspiring for 100% guest satisfaction as the outcome.
  • If the problem is out of your authority, inform the manager or Duty Manager.
  • Guest should be kept informed of the developments.
  • Record all the details in Guest Call Register.
Training Summary questions:
Q1. What all details to be noted down while taking a guest request?
Q2. Why it is important to repeat the message / request with the guest? 
Q3. Why it is required to follow up with the task owner?
Q4. What are the tips for handling guest complaints?
Q5. Whom to be reported in case the problem is out of your authority?
SOP – Housekeeping – Trolley or Maids cart setting
SOP Number:  HK - 22 ( SOP serial number and department code )
Department:   Housekeeping – General
Date Issued:   DATE THE DOCUMENT WAS CREATED.
Time to Train: 30 Minutes
  • Houseman / Housemaid sets his trolley as per the standard, like bed sheets in one shelf, towels in another, bathroom amenities in a separate drawer.
  • Maids cart can be compared as a giant tool box, It should be stocked with all the required amenities to complete a complete shifts room cleaning.
  • The maids cart should be spacious enough to carry all the required supplies for one shifts work.
  • The cart should be light weight, easy to clean and easily maneuverable.
  • The cart has to be always well organized and well stocked before starting each shift.
  • A well stocked maids cart will avoid unnecessary trips to the floor pantry.
  • The amount of supplies loaded on to the cart depends upon the number of rooms, type of rooms to be serviced on the assigned floor.
  • The carts are normally stocked from the floor pantry.
  • Never over stock or under stock the cart: Overstocking will increase the risk of accidents or damage to the supplies. Whereas under stocking can slow down the efficiency of cleaning because of the regular trips to the floor pantry to collect the required items.
  • Record the items loaded on the cart on the Room assignment sheet.
Few examples of supplies loaded on the maids cart:
1.     Shampoo
2.     Moisturizer
3.     Mouthwash
4.     Foam bath
5.     Sewing kit
6.     Shower cap
7.     Shoeshine
8.     Detergent
9.     Loofah
10.Disposal bag
11.Toilet rolls
12.Tissue box
13.Soap dish
14.Bath towel
15.Hand towel
16.Face towel
17.Bathmat 
18.Bed spread
19.Pillow covers etc.
The cleaning supplies are kept is a separate hand caddy, Below are few items stocked on the hand caddy.
1.     Toilet cleaning solution
2.     Bowl brush
3.     Toilet brush
4.     All-purpose cleaner
5.     Cleaning clothes
6.     Rubber gloves
  • On one end of the cart there will be a bag for storing the dirty / soiled linens.
  • There will be a garbage bag in one corner of the maids cart with a lid on it.
  • Once the shift is over the maids cart / maids trolley to be moved back to the floor pantry and all the shelves to be locked. 
Training Summary questions:
Q1. Who is responsible for setting up the maids cart / trolley?
Q2. What should be looked for while purchasing a maids cart / floor trolley?
Q3. Disadvantage of over stocking and under stocking maids cart?
Q4. Give few examples of guest room supplies loaded in cart?
Q5. What is a hand caddy?
SOP – Housekeeping – Turndown service / Evening service
SOP Number: HK - 21 ( SOP serial number and department code )
Department: Housekeeping – Guest Room
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 30 Minutes
Turndown service:
  • The evening boy takes the status report of the floor from the desk.
  • Takes the floor key/card and sign for it.
  • Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
  • Vacant rooms to be serviced from 6.00 p.m. onward.
  • By 10.pm turn down service to be finished of all rooms.
  • Departure rooms have to be cleared as per requirements.
Enter the guest room:
  • Find out if the guest is in the room.
  • Announce yourself before entering the guest room.
  • In case the guest is wants you to come back later then, politely as the time for Position the maids cart in front of the guest room.
Turndown the bed:
  • Enter the room, empty dustbin and ashtrays.
  • Remove the bedcover, fold it and place in the luggage rack drawer.
  • Remove pillow from luggage rack and place it on the head of the bed.
  • Make 90 angles with the second sheet.
  • Quilt and third sheet.
  • Spread the foot mat on the side of the bed. [The side where the corner is made] and put slipper on top of foot mat.
  • Always give turndown from the telephone side or inner side of the bed.
  • For double occupancy, both corner to be made.
Place turndown amenities:
  • According to the hotel procedure place the turndown amenities on the bed. ( Eg: Flower, Chocolate etc.)
  • Place the Breakfast menu knob on the fold.
  • Put on the bedside lamp.
Tidy the guest room:
  • Look around the room and straighten or tidy anything that is out of order.
  • If a room is messy it may require more extensive cleaning.
  • Remove any room service tray, dishes and move them to the service pantry.
  • Empty the trash cans and replace the wastebasket liners.
  • Do a quick vacuum if required.
Tidy the bathroom:
  • Neatly fold used towels.
  • Wipe the vanity area if required.
  • If required replace the bathing towel.
  • Clear the dustbin if used.
Create a pleasant atmosphere:
  • Turn on the bedside lamps.
  • Close the drapes.
  • Draw the curtains so that there is no light coming from the corners or centre.
  • Set the A/C temperature to what was set by the guest.
  • Double check everything, lock the room and leave the guest room.
  • Update the status report.
Training Summary questions:
Q1. What should be done before taking out the trolley to the guest corridor for evening service?
Q2. On what angle the second sheet to be folded?     
Q3. From what side the turn down service to be provided?
Q4. What all to be checked while tidying the guest room?
Q5. How to create a pleasant atmosphere in the guest room?
SOP –  Upholstery cleaning and vacuum fabric
SOP Number: HK - 23 ( SOP serial number and department code )
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 15 Minutes
Upholstery cleaning:
  • Remove loose cushions and place them on the furniture.
  • Stain to remove as per stain removal procedure.
  • Wipe spills from vinyl or leather furniture with a damp cloth.
  • Wipe the fabric with a clean, damp cloth.
  • Brush the upholstery with upholstery brush in one direction.
  • Upholstery should be dust and stain free at all given times.
Vacuum fabric surface:
  • Vacuum the fabric surface or leather surface with at most care.
  • Vacuum visible surfaces.
  • Vacuum under cushions and in cracks and crevices.
  • Be careful while vacuuming under the folds, buttons and other features that collect crumbs and dust.
  • Do not damage the buttons, folds and other delicate works on the upholstery.
Training Summary questions:
Q1. How to remove stains from the furniture?
Q2. Should the loose cushions be placed on the floor?        
Q3. Steps for vacuuming the cushions and fabrics?
Q4. What to be taken care of while vacuuming fabrics?
SOP – Housekeeping – W/C or Toilet Cleaning
SOP Number: HK - 18 ( SOP serial number and department code )
Department: Housekeeping – Guest Room
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 20 Minutes
  • Put on the protective gloves and goggles.
  • Flush the W/C or toilet, If the flush is not working properly then inform the control desk to create a maintenance job order for the same.
  • Sprinkle the cleaning solution in a circular motion around and inside top of w/c bowl and leave it for 10 minutes.
  • Apply cleaning solution on the walls beside and behind the toilet and under the vanity.
  • Wipe the outside of the toilet bowl and the walls around the toilet with a damp sponge. (Use this sponge / cloth only to clean the toilet. Mark this sponge with special tag or color coding to identify the same.)
  • Wipe the pipes leading to the toilet.
  • Wipe the walls under the vanity and the drain pipe.
  • Use a toilet bowl brush to scrub the inside of the toilet bowl.
  • Clean under the rim and the seats.
  • Clean the top of the rim of w/c, in and around the hinges, bottom of w/c seat cover.
  • Flush the toilet.
  • Rinse the brush in the toilet once the cleaning is done.
  • Dry entire w/c, using clean dry cloth removing all marks.
  • Polish the walls and pipes.
  • Recheck inside w/c bowl especially under rim and ensure water is clear.
  • Close w/c seat cover.     
  • W/C should be cleaned on a daily basis. 
  • Always make sure that the W/C is stain free, fresh smelling, dry and the water in the bowl is clear.
Training Summary questions:
Q1. Why it is important to wear protective glass and goggles while cleaning W/C ?
Q2. How long should the cleaning solutions to be kept on the toilet bowl?
Q3. What all areas to be cleaned apart from the toilet bowl?
Q4. How to dry the entire W/C?
Q5. What all to be checked once the W/C or Toilet cleaning is completed?
SOP – Laundry – Load and unload washers
SOP Number: HK - 12 ( SOP serial number and department code )
Department: Housekeeping – Laundry
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
Prepare loads of laundry:
  • The weight of each laundry can change as per the property and linen quality.
  • Use a weighing scale to weight the solid linen batch.
  • Always load the washer with the correct capacity, Do not overload or under load the machines.
Organize the laundry activity:
  • Always follow the laundry production log to determine the order in which the washing has to be done.
  • Record the loads you wash on the log.
  • Wash heavily soiled linen first so that the stains will not ruin the other items.
  • If you have multiple washers then start each washer in at least of a time difference of 5 to 10 minutes which will help in the below process.
  • Smooth and consistent work flow.
  • Save water.
  • Save electricity and electrical overloads.
  • Prevents flooding and clogged drains due to washer’s draining at the same time.
  • Always schedule the laundry loads to meet up with the next stage in the laundry cycle.
Note: Laundry cycle flow chart
  • Keep the correct amount of flat work, such as tablecloths and sheets washed to allow continues operation of the calendar machines.
Special thinks to notice while washing:
  • Wash new linens with color separately the first few times, There is a chance of dyeing other fabrics if this is not done.
  • To avoid fading of dark colored linens wash them in lower temperature.
  • Wash uniforms in cold water to prevent fading of darker colors onto lighter colors.
  • Do not use chlorine / bleach on colored linens / clothes.
  • If the clothes / uniforms has delicate embroideries, decorative buttons, strings etc. then wash them inside nylon mesh bags to prevent damage and also to avoid tangling.
  • Never overload or under load the washers.
Training Summary questions:
Q1. Explain how to prepare loads for laundry?
Q2. Why should we record the loads which is washed?         
Q3. What is the advantages of having a time difference between multiple loads?
Q4. Why it is important to record all items on the lost and found register?
Q5. Chlorine / bleach to be avoided on what kind of linens ?
SOP – Laundry – Sorting of uniforms and linen
SOP Number: HK - 08 ( SOP serial number and department code )
Department: Laundry – Sorting Linen
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 45 Minutes
Safety precautions while sorting laundry:
  • Wear gloves as per the industry standards.
  • Wearing gloves while sorting linen will avoid accidental cuts from any broken glasses in restaurant linens.
Remove unwanted items from soiled laundry as you sort it:
  • Check uniform pockets for pens, pencils, bottle opener, coins, crock screws etc. and remove them.
  • Remove employee name badge and any promotional buttons.
  • Remove food scraps, cutleries, wine cork and broken glass and china ware pieces from linens before sending it for washing.
  • Without checking, the uniforms are not supposed to give the soiled line to Laundry.
Sorting of soiled linen according :
1) Remove stained linen:
  • Stained linen has to be given separately to the laundry for hard treatment.
  • Heavily stained/ soiled linen requires strong detergents.
  • More time required during the washing process.
  • Look for greasy / oil stained cloths.
  • Special cleaning treatment required according to the type of stains.
2) Sort linen according to their use and type, eg:
  • Pillowcases
  • Bath Towels
  • Sheets
  • Duvet sheets
  • Bed Spreads
  • Hand towels
  • Bath Robs
  • Beach towels
  • Bath Mats
  • Bath Towels
  • Face Towels
  • Shower Curtains
  • Light Colored  table cloths and napkins
  • Dark Colored  table cloths and napkins
  • White table cloths and napkins
  • Room boy / housekeeping cleaning cloths
  • Kitchen stewarding cleaning cloths
  • Chefs aprons
  • Tray linings.
3) Check all the soiled linen, which is received from different outlets for stains and tears.
4) Torn linen has to be given for mending and then for washing.
5) Sort uniforms according to department and then sort by.
  • Uniforms for dry clean
  • Uniforms for washing
6) If the facility uses out sourced laundry then count and record the items for preparing gate pass.
7) Place sorted laundry in the correct labeled / colored laundry bin for further washing / dry cleaning.
Training Summary questions:
Q1. Why it is advised to wear gloves while sorting cloths?
Q2. What all items to be sorted from soiled linens as you sort?      
Q3. Why stained linens are sorted separately?
Q4. Give few examples for sorting linen by their types and use?
Q5. How to sort uniforms?
SOP – Laundry – Tips for using Dryers
SOP Number: HK - 12 ( SOP serial number and department code )
Department: Housekeeping – Laundry
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
Dryer temperature:
  • Set the correct temperature for the dryer as per the linen used.
  • Reduce heat if the synthetics linens are having wrinkles.
  • Reduce heat down during the last few minutes of drying time.
  • Remove linens before they are bone-dry.
  • If the dryer heat is too high then the synthetic fabrics can look glazed or fused fibers.
  • Learn the drying times and temperature for each fabric.
  • Clean the filters on periodic bases to prevent any fire accidents.
Loading dryers:
  • Always follow the manufactures loading instructions.
  • Load the dryer to their capacity, ie do not overload or under load.
  • Load dryers by the optimum performance weight or by the piece count to save energy costs.
  • It is also a good practice to sort linens and uniforms by their type before drying.
  • When drying the pillow cases and bed sheets run them through a cool down cycle of three to five minutes this will help reduce wrinkles.
  • Cool down cycles feature on the dryer can also reduce the chances of burning the fabrics.
Removing linens and uniforms from dryer:
  • While taking the cloths out from the dryer avoid accidental burs from hot dryer surfaces.
  • Do not put the dried cloths from the dryer to the floor.
  • Also never leave linen in the dryers overnight as this may cause fire accidents.
Training Summary questions:
Q1. Is it required to set the temperature as per the type of linen used?
Q2. Why should the temperature to be reduced during the last minutes of drying?   
Q3. Why should the dryer be loaded with optimum weight?
Q4. Is it required to sort linens before drying?
Q5. How to avoid accidents from hot dryer?
SOP –  Cleaning Elevators / Lifts
SOP Number: HK - 24 ( SOP serial number and department code )
Department: Housekeeping – Public Area
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 30 Minutes
Cleaning Elevators / Lift :
  • Elevator is cleaned on a daily basis because of their volume of use. 
  • The best time to schedule the elevator cleaning is either during late night or very early morning in order to avoid high usage.
  • The elevator / ligt door should stay open untill you have finished cleaning and then place the elevator back to service.
  • According to the interior design and materials used on elevator, the appropriate cleaning methods and cleaning solutions to be used.
  • The public area attendant should follow the specific method to clean each different surface on elevator for an effective cleaning.
  • Start cleaning from the top to down to avoid resoling areas already cleaned.
  • Use a step ladder to reach the celing and clean ceiling with a feather duster.
  • Wipe the ceiling and lights with a damp cloth followed by a dry cloth.
  • Clean the mirrors and step back and check the surface for streaks.
  • Wipe button with a damp duster, Don’t spray cleaning solution on buttons as this may damage them.
  • Dust around edges in the elevators.
  • Mop floor-eliminating stain.
  • Vacuum carpets using a high power vacuum cleaner.
  • Report loose or ripped carpeting to your supervisor and note in your assignment sheet.
  • Use dry cloth for high polish.   
  • Mirrors should be stain free, wooden surface polished and dust free, floors spotlessly clean.
Elevator / Lift door channel cleaning:
  • Elevator door channel should be free of dust and dirt at all given times.
  • Stop the elevator on every floor.
  • Both the inside and the outside of the elevator door should be wiped down.
  • Remove all dust particles, dust with the help of the vacuum cleaner.
  • Scrub the channel with a hand scrubbing brush.
  • Wipe it clean with a dry duster.
Training Summary questions:
Q1. What is the best time to schedule cleaning elevators / lifts?
Q2. What type of cleaning method to be followed by public area attendant for cleaning elevators?    
Q3. Why the cleaning to be done from top to down?
Q4. How can you check if the cleaning of the mirrors are properly done?
Q5. Steps for cleaning lift door channels.
SOP –  Cleaning Front office /  Lobby Area
SOP Number: HK - 27 ( SOP serial number and department code )
Department: Housekeeping – Guest Room
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 45 Minutes
Cleaning front office / Lobby Area:
Hotel lobby should be clean 24 hours of the day. All lobby and front office areas like flooring, ceiling, furniture, glass doors, glass windows, ashtrays, fixtures etc. should be clean at any given time.
Cleaning ashtrays:
  • Check all the ashtrays and the main porch area.
  • While emptying the ash trays make sure cigarette are not burning.
  • Empty ashtrays and ash urns into the trash.
  • Clean the ashtrays and return them to the correct spots.
Clear all trash bins:
  • Remove garbage from dustbins and clean them if required.
  • It is also a good practice to separate the recyclable items from the trash and place them separately.
  • If any trash found on the lobby area then pick them up immediately.
  • Replace the cleared dustbins to the original spot.
Clean and disinfect telephone, Kiosk touch screen:
  • Spray disinfectant on a dry cloth and clean telephone mouth piece, ear piece and telephone instrument.
  • Repeat the same procedure on all house phones and telephone receivers on the fax machine.
  • Wipe the kiosk touch screen and remove finger print marks using recommended micro fibre cloth.
Clean stairway handrails:
  • Remove cob webs, dirt’s etc before cleaning the handrails.
  • Apply cleaning solution and wipe the handrails.
  • If mild detergents are used then wipe handrails with a wet cloth to rinse away them away.
Clean all glass surfaces and windows:
  • Spray windows and glass surfaces with water or appropriate cleaning solution.
  • Use a squeegee and pull down from top to bottom.
  • Overlap each stroke slightly to remove all water or cleaning solution.
  • Use a lint free duster to wipe the glass surface so as to leave the entire glass surface shiny.
Carpet and furniture upholstery vacuuming:
  • Furniture is to be dusted and all the upholstery is vacuumed cleaned.
  • Connect the appropriate cleaning attachment for vacuuming upholstered furniture’s.
  • Vacuum furniture arm rest, seat back and the area behind the seat back.
  • Use a heavy duty vacuum cleaner to vacuum all the carpeted area on the Lobby / Front office.
  • Vacuum under desks and other areas, Move furniture as and when required.
  • Once cleaning is completed remove the vacuum dust bag and store the vacuum cleaner on the pantry.
Mop and Sweep lobby floor:
  • Sweep the lobby floor thoroughly.
  • Place appropriate signage to warn the guest before mopping lobby floor.
  • Mop with a damp cloth to remove all dust and dirt from the surface.
  • Buff the lobby once in a day also the dustbins and ashtrays are cleared time to time.
  • Clean all marble / tile /wood skirting with a damp cloth daily.
  • Sweep lobby floor on a regular interval and also when requested by the front office team.
Training Summary questions:
Q1. What is the best time mope and wax Lobby?
Q2. How to clean kiosk touch screen?   
Q3. Procedure for vacuuming lobby and front office area?
Q4. Steps for cleaning glasses and windows?
Q5. Why it is required to wipe the stair railing with wet cloth after cleaning?
SOP – Housekeeping – Cleaning restaurants / dining area
SOP Number: HK - 26 ( SOP serial number and department code )
Department: Housekeeping – Public Area
Date Issued: DATE THE DOCUMENT WAS CREATED.
Time to Train: 45 Minutes
The Cleaning and up keeping of areas like tables, chairs, changing linen and some light vacuuming is generally done by the restaurant staffs during restaurant operational hours, And the housekeeping staffs are responsible for the thorough cleaning of restaurants and all dining areas after working hours.
Cleaning of Restaurant / Dining Area Cleaning:
  • Restaurants and dining areas have to be cleaned daily before their opening time and as and when requested by the restaurant staffs.
  • Collect all the cleaning items required for particular Outlets.
  • Collect the dining area keys from the security department.
  • Turn on the lights so you know what you are doing clearly.
  • During morning time open the drapes and blinds to allow the natural light.
  • Observer the entire area to plan the work.
  • Before starting to clean the restaurant the public area attendant should move all the chairs from the table and make room for proper cleaning.
  • Vacuum the entire carpeted area and upholstery.
  • If any food spills are found on carpet then follow the do the spot cleaning as per the standard procedure.
  • If the floor is not carpeted, sweep and mop the floor.
  • Clear the garbage from the service station.
  • Dust all the furniture in the Restaurant.
  • Polish the furniture if required.
  • With a feather duster, dust all the high ceiling, niches, pictures/artwork, and corners.
  • Clean and disinfect telephones.
  • Wipe the side stations and host stations.
  • Dust the Point of sales terminals with appropriate cleaning supplies.
  • Polish brass/copper items whichever is present with the proper cleaning supplies.
  • Clean the mirrors/windows, as and when required.
  • All maintenance should be immediately given to Engineering Department/ control desk.
  • If any lost and found items are found then inform the Housekeeping control desk / hotel security.
  • Collect all dirty table linens and replenish.
  • Replenish cleaning linen supplies on a daily basis.
  • Return the keys to the security department.
  • Fill the cleaning report / register and submit to the housekeeping control desk.
Training Summary questions:
Q1. Who is responsible for the up keeping of restaurant during operational hours?
Q2. Why it is required to move the chairs from table before cleaning?      
Q3. What all to be cleaned in the dining area?
Q4. Procedure to be followed for lost and found items found at dining areas?
Q5. Steps for cleaning the dining areas in hotels?

Opening of In-room Safe/Locker By Front Desk On Request
SOP Number: Front Office SOP – 69
Department: Front Office - General
Date Issued: 25-Aug-2019
Time to Train: 20 Minutes
Opening In-room Safe Standard Procedure:
1. Upon receiving the guest request of opening safe, inform Duty Manager and Front Desk GSA.
  • Always make sure that a sense of urgency is provided to the guest.
  • As soon as receiving the request of opening safe, inform Duty Manager or Front Desk GSA, give the detail, ie. room number, name of the registered guest.
2. Call the security officer on duty to meet at the guest room.
  • An only registered guest has the right to request to open the safe, this ensures the safety and security of registered guest to protect the hotel's interest.
  • Request the guest to present identification and registered occupant of the room.
  • Duty Manager calls the security to meet at the guest room. Invite a guest to present certification to prove his/her identification.
3. Ask the guest to try the safe again before opening.
  • Key in the designated code wait for 30 seconds.
  • At this time, call down to Duty security officer informing the displayed code from the Electronic Safe/Locker.
a) After confirming the guest's identification, verify with guest what in the designated code in the safe before keying, make sure other people include guest cannot see you enter the code.
b) After key in the designated code, wait for 30 seconds, the safe screen will show 5 English letters (Depending upon the model used), Duty Manager note down the letters, politely borrow the phone in the room from the guest and call down to the security office to inform the English letters.
c) For some other types of in-room safes, there is an electronic PIN code to securely override and service in-room safes. This service tool must be combined with a USB docking cable and the Admin software to the commission, service opens a safe and print out events.

6 Stages of The Guest Check-In Procedure
The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of the room key to the guest; 1) Receiving and Registration 2) Allocation of the room 3) Secure advance Payment 4) Information service 5) Complete the check-in formalities 6) Open the guest folio.
In case of manual or semi-automated operation systems, the process begins as the guests arrive at a hotel and are greeted by the front office staff, subsequent to which they complete the registration formalities, and finally the guests are assigned rooms and issued the room key by the front office personnel. In a fully automated system, the same activity is performed automatically by self-service terminals located in the hotel lobby.
The procedure for normal check-in may be summarised in the following 6 stages:
Stage 1: Receiving and Registration
Receive the guest in front of the house
  • Open the door and welcome the guest.
  • The doorman informs the bell desk to pick-up the guest baggage.
  • Bring the luggage and baggage into the lobby (Incase the bell desk team not available then the doorman should assist with the baggage.)
  • Escort the guest up to reception desk (usually done by the bellboy/porter)
  • Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice etc.)
Receive the guests at the reception
  • Welcome the guest promptly with a cheerful and pleasant smile.
  • Address with the appropriate surname, if known.
  • Request for the reservation details like guest last name, confirmation no., booking source etc.
  • Request for the guest id card or passport.
  • Request for the guest business card.
Register the guest -  Complete the registration card or register the guest
  • Verify the information on the registration against the reservation ensuring the accuracy of name, date, and payment mechanism.
  • Stamp check-in time on the registration card.
  • Show check-in in the hotel software/PMS.
  • Carry out the final check of the registration card for the guest signature.
  • Discuss room preference with guest as per the availability, or select an available room which is "ready to let” and allocate the room.
  • Take a note of the expected departure details.
  • Take note of the airport drop, any special request etc.
Stage 2: Allocation of the room
  • Allocation of the room means assigning a vacant and ready (VR) room to the guest for staying (if this was not done already).
  • For repeat guest assign room as per the preference.
  • In order to allocate a guest room, accurate room status information is required. For this purpose, a room status board or room rack is kept in the reception.
  • When the room has been allocated, the reception should; Block or code the room as sold.
  • Prepare key card of related room number by entering the arrival and departure date, rate and offer it to the guest for signature.
  • Give the room key to either the guest or the bellboy.
  • Record guest arrival on daily arrival list.
Stage 3: Secure Advance Payment
  • Advance payment should be done for security purpose. It is usually done by accepting a cash deposit or taking a credit card.
  • While handling advance deposit, whether cash/ cheque, always:
  • Issue a receipt for cash/ cheque and record the payment in the guests ‘ledger.
  • Accept credit card and evaluate for its credit limit and availability.
  • Get the imprint of the card and obtain a guest signature.
  • Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the required amount and record the same to the reservation.
Stage 4: Information Service
The receptionist is responsible for informing guest about the facilities and services offered by the hotel. This helps the guest to familiarize about the hotel facilities and also to increase the sale. At this point, the receptionist should;
  • Acknowledge the guest about the hotel's activities, facilities, and service with direction and location.
  • Enquire if the guest requires a wake-up call. If so, record it correctly.
Stage 5: Complete the check-in formalities
After the check-in formalities are completed;
  • The bellboy or the GRE should escort the guest up to the allocated room.
  • Inform other departments and sections about the guest arrival by arrival notification slip.
Stage 6: Open the guest folio
  • Open guest bill/ folio/folder and clear any old bill copies.
  • Record the key information for billing purpose (room rate, number of nights, departure date and mode of payment).
  • File the bill in the guests' folio box together with the completed registration card.
Generating Reports At Front Desk [Routine, Emergency Etc.]
SOP Number: Front Office SOP – 68
Department: Front Office - General - Generating Reports
Date Issued: 20-Aug-2019
Time to Train: 20 Minutes
Generating Routine Reports Standard Procedure:
1. Printing department reports
  • This is usually done at night by the night shift GSA as there are less interruption guest-related activities.
  • A list would be provided showing which type of report to be printed for each department.
2. Sorting of reports
  • Offer excellent service for internal customers (Other departments).
  • All reports would be sorted and placed according to the designated places for collection.
3. Printing in-house reports.
  • For the latest information in case of the computer breakdown.
  • Front desk should provide excellent service to other department and make sure to be consistent.
  • In-house by room number & in-house by alpha reports are to be printed at 10:00 am, 13:00 pm, 17:00 pm and 22:00 pm. Details of other reports which need to be generated can be seen on point 4.
4. Generating Downtime reports and Saving them as per the Schedule timings:
  • In house guests by room number.
  • In house guests sorted by guest name.
  • Remaining arrivals for the day by room number.
  • Remaining arrivals alpha with VIP and guest preferences.
  • Remaining departures by room number.
  • Departures Checked Out -Today.
  • Arrivals Checked in - Today.
  • Airport Pickup report.
  • Airport Drop Report.
  • Rate Variance Report.
  • Reservations on the books ( all ).
  • Availability as per room type.
  • Arrival List Next 3 days.
  • Departures next 3 days.
  • All Open Traces for next 3 days.
  • Banquet Functions list for the day.
  • Housekeepers List showing current rooms status.
  • Room Status detail report.
  • Out of Order rooms list.
  • Out of service rooms list.
  • Guest balance detailed report.
  • Open balance report.
  • High Balance guest report.
  • Guest Ledger Balance with Ageing.
  • City Ledger / AR Ledger Balance with Ageing.
  • Cashier Status.
  • Payments by Cash Register.
  • Current Exchange rate.
5. Filing of downtime reports.
  • Only keep the latest reports while filing the hardcopy/printout of the downtime reports.
  • The above step will ensure to avoid confusion and to provide guarantee precise service.
  • The filing of downtime reports will be handy when it is needed.
  • When saving the downtime reports as pdf files then make sure to upload to online file upload platforms like Google Drive, Dropbox, One Drive etc. 
  • Saving a copy on a cloud-based file sharing folder will be very useful when the hotel IT infrastructure fails or the particular computer where the backup is saved is crashed.
Types of Common Guest Complaints in Hotels
1. Service Related Complaints
Are usually associated with the hotel service. The guest may experience a problem with hotel services and may get dissatisfied. It can be of wide-ranging and about such things as long waiting time for service, lack of assistance with luggage, untidy room, missed wake up call, cold or ill-prepared food or ignored request for additional supplies. The front office generally receives more service-related complaints when the hotel is operating at or near full occupancy.
Examples of guest complaints due to service-related issues:
  • Ignore any request made by the guest for any special amenities.
  • The service is too slow!
  • I've been waiting for 30 minutes to speak to someone.
  • Why there is no one at the bell desk.
  • Missed wakeup call request by guest.
2. Attitudinal Complaints
Attitudinal problems are often associated with the attitudes and behaviour of the hotel staff. All hotel's whether it is big or small does come across instances when guest complaints about impolite, unprofessional and indifferent behaviour of staff members of the hotel.
The moment an employee disagrees with the guest, his conflict with the guest begins which leads to guest complaints. Guest may express attitudinal complaint when they feel insulted by rude or tactless hotel staff members or sometimes guest overhears staff conversations or who receive complaints from hotel staff members. Managers and supervisors should listen and attend to the complaints and problems of the guest. This can be especially critical to maintain good guest relations.
Examples of guest complaints due to staff attitude:
  • No one smiles around here.
  • What a rude waitress.
  • The front desk clerk was not very friendly.
  • Staff showing a lack of skill and sensitivity in dealing with guests.
  • Guests feel insulted by rude hotel staff members.
3. Mechanical Complaints
Mechanical complaints deal with equipment problems within the hotel. Most guest complaints related to hotel equipment malfunctions. It is usually concerned with problems with air conditioning, lighting, electricity, room furnishing, vending machines, ice machines, door keys, plumbing, television and so on. Effective use of a front office log book and maintenance work orders may help to reduce the frequency of mechanical complaints.
Examples of guest complaints due to mechanical reasons:
  • Air conditioner.
  • The vending machine.
  • The lights are not working.
  • TV not working.
  • Docking station for Ipad, Phone etc. not working.
  • Plumbing Issues.
  • Hot water or cold water.
  • Key not working.
  • In safe not opening.
  • Electric Kettle not working.
  • Fan not working.
  • Dryer not working.
4. Unusual Complaints
Unusual problems are those that the hotel has no control over such as the weather, traffic, or transportation. Guest sometimes expects the front office staff to resolve or at least listen such kind of complaints which are unusual and the hotel cannot do anything about them. Sometimes guests demand something that simply is unwarranted or impossible to deliver such as they may complain about the absence of a swimming pool, lack of public transportation, bad weather and so on.
Hotels generally have little or no control over the circumstances surrounding unusual complaints. Front office management should alert front desk agents that on occasions guest may complain about things the staff can do nothing about them. Through such orientation, staff will be better prepared to handle an unusual situation with the appropriate guest relations techniques and avoid a potentially difficult encounter.
Examples of guest complaints due to unusual reasons:
  • The traffic around here is crazy!
  • It's so hot and humid in this area.
  • The traffic in this town is ridiculous.
  • The pre-paid taxi counter at the airport had a long queue.
  • It's difficult to deal with the tuk-tuk drivers.
  • Why it's raining all day?
5. Room Related Complaints
Any guest complaints related to the room is categorised into complaints related to rooms. This issue can occur due to room category booked vs assigned, old mattresses, poor view, noisy room, poor linen, or even bad lighting in the room. Nowadays due to most of the bookings are generated online guest expects that the picture is shown while reservation should match with the room they have been assigned.
Due to numerous Online travel agents (OTA's) available online and the fact that these OTA's have a different type of layout for the hotel image gallery, the guest is often confused about the room they have reserved. Once the guest reaches the hotel and check-in to the room they find out that the room allocated to them is different from that they have seen online.
Also, the less sleep the hotel guests have the more issues you'll have with them the next day. Try to ensure that the mattresses are always good if you want your guests satisfied in the morning.
Examples of guest complaints related to rooms:
  • Noisy room.
  • View not good.
  • Booked vs assigned room.
  • Downgraded to a lower category due to non-availability or maintenance issue.
  • Repeated maintenance issues.
6. Complaints Due to Food and Beverage
Even with very good accommodation facilities, the guest can complain about the hotel due to the reason of food and beverage not up to their exception. Even if your hotel provides an exceptional culinary experience to the guests, but despite your best efforts, there’s no way to please everyone and that leads to the occasional customer complaint.
Examples of guest complaints related to food:
  • Untidiness.
  • Edibleness.
  • Dirty cutlery and crockery.
  • Stale food served.
  • Quantity of the food served.
  • Non-veg delivered in place of veg food items.
  • Wrong item received.
  • Items were missing.
  • Delay in foodservice.
  • Dust particles or Hair in food.
How to Handle Guest Awaiting For Room
SOP Number: Front Office SOP – 67
Department: Front Office - Reception
Date Issued: 19-Aug-2019
Time to Train: 30 Minutes
Handling Guest Awaiting For Room Standard Procedure:
1. Search for vacant dirty
  • Search for the guest reservation.
  • In case of a walk-in guest, create a reservation for the guest according to the registration procedure.
  • If a vacant clean room is not available immediately, search for a vacant dirty room at first and call the housekeeping to rush rooms.
  • Make sure you have given enough time for cleaning room.
  • If the hotel software or PMS has a functionality of 'Queue or Queuing' flag the reservation as on queue. (This will also help to log how much time the guest have been waiting for a clean room on arrival)
  • In case required help Housekeeping to clean rooms as needed in order to not keep the guests waiting for a room. (This shows our care for the guests.)
  • While the guest is waiting for the room to get ready issue welcome drink or breakfast coupon.
  • Issue the welcome drink coupon to the guest by saying: "Mr.Mrs. Bond, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may take about 30 minutes. May I invite you to have a complimentary breakfast/drink in our lobby lounge and I will let you know as soon as the room is available."
2. Keep monitoring the room status:
3. Upon room is cleaned.
  • As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: "Mr./Mrs. Bond, I am sorry to have kept you waiting. Now the room is ready, the room number is 101. Thank you for your understanding."
  • Apologise for the waiting and introduce the GSA or Concierge to escort the guest to the room.
  • Show the check-in of the room in the system immediately. (Change the status to confirmed from on-queue or as per the hotel software functionality before check-in)
  • Use any courtesy service to delight guest.
  • As the room connects with the telephone line after check-in the GSA or Front Desk Assistant should anticipate any guest request.  


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