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Hotel Front Office Manager Duties and Responsibilities:-
The Front Office Manager is the face of a hotel’s operations—responsible for guest experience, team supervision, and smooth daily functioning of the front desk.
1. Front Office Operations Management
Oversee daily front desk operations (check-in, check-out, reservations)
Ensure smooth coordination between departments (Housekeeping, F&B, Maintenance)
Maintain lobby appearance and service standards
2. Guest Service & Satisfaction
Handle VIP guests, complaints, and special requests
Ensure quick resolution of guest issues
Maintain high guest satisfaction scores (CSAT/NPS)
3. Team Supervision & Training
Manage front office staff (receptionists, concierge, bell desk)
Conduct training on SOPs, grooming, and customer service
Prepare duty rosters and manage shifts
4. Reservation & Revenue Management
Monitor room bookings and availability
Coordinate with sales & OTA platforms (Booking.com, MakeMyTrip, etc.)
Maximize occupancy and room revenue (RevPAR, ADR)
5. Cash Handling & Billing
Ensure accurate billing and payment processing
Handle cash, credit transactions, and audits
Monitor daily revenue reports
6. Compliance & Security
Ensure guest registration with valid ID (as per government rules)
Maintain guest records and reports
Follow safety and security procedures
7. Reporting & Administration
Prepare daily, weekly, and monthly reports
Monitor performance metrics and KPIs
Assist management in budgeting and forecasting
8. SOP Implementation
Ensure all front office SOPs are followed
Update procedures as per brand standards
Conduct regular audits
9. Sales Support
Upsell rooms and services
Promote in-house facilities (restaurant, banquet, spa)
Build relationships with repeat guests and corporate clients
10. Coordination & Communication
Act as a communication bridge between guests and hotel departments
Handle internal meetings and briefings
Ensure proper handover between shifts

Restaurant Manager Duties & Responsibilities
1. Operations Management
· Oversee daily restaurant operations (opening to closing)
· Ensure smooth coordination between kitchen and service team
· Maintain cleanliness, hygiene, and ambiance standards
· Monitor food quality, presentation, and service speed
2. Staff Management
· Recruit, train, and schedule staff
· Supervise team performance and discipline
· Conduct daily briefings and assign duties
· Motivate team to achieve service excellence
3. Guest Service & Satisfaction
· Ensure excellent guest experience at all times
· Handle guest complaints professionally
· Build customer relationships and loyalty
· Monitor feedback and improve service standards
4. Financial Control
· Manage daily sales and cash handling
· Control food and labor costs
· Monitor budgets and profitability
· Prepare reports (daily, weekly, monthly)
5. Inventory & Stock Management
· Maintain stock levels of food, beverages, and supplies
· Conduct regular inventory checks
· Coordinate with vendors and suppliers
· Minimize wastage and pilferage
6. Health & Safety Compliance
· Ensure compliance with food safety standards like HACCP
· Maintain hygiene and sanitation practices
· Follow local health and safety regulations
· Conduct regular audits and inspections
7. Marketing & Sales
· Plan promotions, offers, and events
· Increase footfall and revenue
· Work on online platforms (Zomato, Swiggy, etc.)
· Maintain brand image and reputation
8. Reporting & Administration
· Prepare operational and financial reports
· Maintain records (staff, sales, inventory)
· Coordinate with management/owners
· Implement SOPs and company policies
9. Menu Planning
· Collaborate with chefs on menu design
· Analyze item performance and pricing
· Introduce new dishes based on trends and feedback

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Executive Housekeeper plays a critical leadership role in maintaining cleanliness, hygiene, and overall guest comfort in a hotel. Here are the key duties and responsibilities:
1. Department Management
Oversee the entire housekeeping department operations
Plan, organize, and monitor daily cleaning schedules
Ensure all guest rooms, public areas, and back-of-house areas meet hotel standards
2. Staff Supervision & Training
Recruit, train, and manage housekeeping staff
Assign duties and inspect work for quality and efficiency
Conduct regular training on SOPs, hygiene, and safety standards
3. Quality Control
Maintain high standards of cleanliness, presentation, and sanitation
Perform regular inspections of rooms and public areas
Handle guest complaints related to housekeeping and ensure quick resolution
4. Inventory & Budget Management
Manage inventory of linen, uniforms, cleaning supplies, and guest amenities
Control departmental expenses and prepare budgets
Coordinate with vendors for procurement
5. Coordination with Other Departments
Work closely with Front Office for room status updates (check-in/check-out)
Coordinate with Maintenance for repairs and upkeep
Support F&B and Banquet teams during events
6. Hygiene & Safety Compliance
Ensure compliance with health, safety, and sanitation standards (like HACCP)
Implement pest control, waste management, and deep cleaning schedules
Maintain MSDS (Material Safety Data Sheets) for chemicals
7. Laundry Operations
Supervise in-house or outsourced laundry services
Ensure proper handling, washing, and distribution of linen and uniforms
8. Guest Satisfaction
Ensure rooms are guest-ready at all times
Focus on personalized service and special requests (VIP setups, amenities)
Maintain high guest satisfaction scores
9. Reporting & Documentation
Prepare daily, weekly, and monthly reports
Maintain records of lost & found, maintenance issues, and inventory
Monitor KPIs like room turnaround time and cleanliness scores

1. Operational Management
Oversee daily operations of restaurants, bars, banquets, and room service
Ensure smooth coordination between kitchen and service teams
Monitor service quality, hygiene, and guest satisfaction
2. Staff Management
Recruit, train, and supervise F&B staff
Prepare duty rosters and manage shifts
Conduct performance evaluations and maintain discipline
3. Guest Experience
Ensure high-quality service standards at all times
Handle guest complaints and resolve issues promptly
Build strong guest relationships to enhance repeat business

4. Financial Management
Prepare and manage F&B budgets
Control costs (food cost, beverage cost, wastage)
Analyze sales reports and improve profitability

5. Menu Planning & Pricing
Coordinate with chefs for menu planning and updates
Set pricing strategies based on market trends
Ensure menu quality, variety, and profitability
6. Inventory & Procurement
Monitor stock levels and ensure timely purchasing
Control inventory and reduce wastage
Maintain vendor relationships
7. Hygiene & Safety Compliance
Ensure compliance with food safety standards (HACCP)
Maintain cleanliness in all F&B areas
Conduct regular hygiene audits
8. Sales & Marketing
Plan promotions, events, and special offers
Work with sales team to boost F&B revenue
Manage online presence and guest feedback (Online food ) Eg. Swiggy Zomato, Easy diner
9. Banquet & Event Management
Coordinate with clients for events and functions
Ensure smooth ex*****on of banquets and conferences
Manage setup, service, and billing
10. Reporting & Coordination
Prepare daily, weekly, and monthly reports
Coordinate with Front Office, Housekeeping, and Sales teams
Report directly to General Manager

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HOTEL KITCHEN SOP
1. Purpose
To ensure food safety, quality, hygiene, and consistency in all kitchen operations.
2. Scope
Applies to:
All kitchen staff (Chef, Commis, Stewarding)
Food preparation, storage, cooking, and service areas
3. Personal Hygiene SOP
Staff must wear clean uniform, apron, cap, gloves
Hands must be washed:
oBefore food prep
oAfter handling raw food
oAfter restroom use
No jewelry, strong perfumes, or nail polish
Hair must be properly covered
4. Kitchen Cleanliness SOP
Workstations cleaned before & after every shift
Equipment sanitized after use
Floors mopped every 2–3 hours
Garbage disposed regularly in covered bins
5. Food Storage SOP
Dry Storage:
Keep at cool, dry place (18–22°C)
Use FIFO (First In First Out) method
Cold Storage:
Refrigeration: 1–5°C
Freezer: -18°C or below
Label all items with:
oDate of storage
oExpiry date
6. Food Preparation SOP
Wash vegetables thoroughly before use
Use separate chopping boards:
oRed – Raw meat
oGreen – Vegetables
oYellow – Poultry
Avoid cross-contamination
Marinate food under refrigeration
7. Cooking SOP
Cook food at correct internal temperatures:
oChicken: 75°C
oMeat: 70°C
oReheated food: 74°C
Avoid undercooking or overcooking
Use standardized recipes
8. Food Service SOP
Serve food fresh and hot
Maintain holding temperature:
oHot food: above 63°C
oCold food: below 5°C
Use clean service utensils
Avoid direct hand contact
9. Waste Management SOP
Segregate waste:
oWet waste
oDry waste
Dispose garbage regularly
Keep bins covered and cleaned
10. Pest Control SOP
Monthly pest control service
Keep doors closed / install air curtains
No food left uncovered
11. Equipment Handling SOP
Use equipment as per training
Switch off after use
Report any damage immediately
Regular maintenance schedule
12. Health & Safety SOP
First-aid kit available in kitchen
Fire extinguishers accessible
Staff trained in fire safety
Report injuries immediately
13. Documentation & Records
Temperature logs (fridge/freezer)
Cleaning checklist
Stock records
Pest control log
14. Key Standards to Follow
Food Safety and Standards Authority of India guidelines
Hazard Analysis and Critical Control Points (HACCP principles)
15. Daily Kitchen Checklist (Quick Use)
✔ Staff grooming checked
✔ Raw materials inspected
✔ Storage temperature recorded
✔ Cleaning completed
✔ Waste disposed
✔ Equipment working properly

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Front office teams everywhere run into the same issue: guests repeatedly asking the same basic questions. You can’t eliminate the questions—but you can reduce repetition and staff fatigue by answering them before they’re asked or making answers self-service.
Here are the most common guest questions and practical solutions hotels use to handle them efficiently:
1. “What time is check-in / check-out?”
Problem: Asked constantly at arrival and on calls
Best solution:
Mention clearly in:
oBooking confirmation (email/WhatsApp)
oWebsite & OTA listings
Put signage at reception
Add a small printed card in rooms
👉 Bonus: Use early check-in / late check-out upsell to turn it into revenue
2. “What is the Wi-Fi password?”
Problem: One of the most repeated questions daily
Best solution:
Print on:
oKey card holder
oRoom desk tent
oTV welcome screen
Use QR code for instant connection
3. “What time is breakfast / where is it?”
Problem: Guests forget even after being told
Best solution:
Display inside elevator + room
Add in welcome message (WhatsApp/SMS)
Mention during check-in once clearly
👉 Keep it consistent (timing changes create confusion)
4. “How far is ___? / How do I go there?”
(airport, tourist spots, market, etc.)
Best solution:
Create a printed local guide map
Share Google Maps links via WhatsApp
Train staff to give simple, short directions (not long explanations)
5. “Can I get early check-in / late check-out?”
Problem: Repeated negotiation wastes time
Best solution:
Create a clear policy
oe.g., “Subject to availability + charges”
Use standard script for staff (avoid case-by-case confusion)
Offer paid guaranteed options
6. “Can you send housekeeping / towels?”
Best solution:
Add room service button / WhatsApp request system
Use a tracking log so requests don’t get lost
Pre-place extra towels in room (reduces calls)
7. “AC/TV is not working”
Best solution:
Place simple instruction card in room
Ensure maintenance check before check-in
Train front office to troubleshoot quickly (basic steps)
8. “Can you arrange taxi / cab?”
Best solution:
Tie up with reliable taxi vendors
Keep fixed rate chart ready
Share options via WhatsApp (Uber/Ola links if available)
9. “Any good restaurants nearby?”
Best solution:
Create a curated list (top 5–10 options):
oBudget / mid-range / premium
Include cuisine type + distance
Share digitally → saves time every day
10. “Is my booking confirmed?”
Best solution:
Automate confirmation messages
Keep quick access to booking system
Use standard response format
The REAL Solution
Instead of answering the same question 100 times, shift to:
1. Pre-arrival communication
Send a WhatsApp or email before arrival:
Check-in/out time
Location link
Wi-Fi info
Hotel facilities
2. Standardized scripts for staff
Train staff to answer in one consistent, short way
Saves time
Avoids confusion
Reduces stress
3. Self-service information
Put answers where guests naturally look:
Room
Lift
Reception desk
QR codes
4. Use WhatsApp as a “digital front desk”
Guests prefer messaging over calling:
Share all info once
Guests can re-check instead of asking again
5. FAQ sheet / digital guidebook
Create a simple FAQ (1 page or mobile link):
Wi-Fi
Timings
Services
Nearby places
💡 Simple Rule to Remember
If a question is asked more than 5 times a day → automate or display it.

Hotel Reservation SOP

1. Purpose

To ensure all guest reservations are handled efficiently, accurately, and professionally to maximize occupancy and guest satisfaction.

2. Scope

Applies to all reservation staff handling bookings via phone, email, website, or third-party platforms.

3. Responsibilities

· Reservation Agent / Front Office Staff

· Reservation Manager

· Sales Team (for group/corporate bookings)

4. Reservation Process

4.1 Receiving Reservation Request

Reservations may come through:

· Phone calls

· Email

· Hotel website

· Online Travel Agencies (OTAs) like Booking.com, Expedia

· Walk-ins

Procedure:

1. Greet guest politely.

2. Ask for:

o Check-in & check-out dates

o Number of guests

o Room type preference

3. Check availability in PMS (Property Management System).

4.2 Providing Information

Clearly inform the guest about:

· Room types & rates

· Inclusions (breakfast, Wi-Fi, etc.)

· Cancellation policy

· Extra bed charges

· Taxes and additional fees

4.3 Booking Confirmation

If guest agrees:

1. Collect guest details:

o Full name

o Contact number

o Email address

o ID details (if required)

2. Enter details into PMS.

3. Generate reservation number.

4.4 Payment Handling

· Inform payment options:

o Advance payment

o Credit card guarantee

o Pay at hotel

· Secure payment details as per policy.

4.5 Sending Confirmation

· Send confirmation via email/SMS including:

o Reservation number

o Booking details

o Hotel contact info

o Policies

5. Modification of Reservation

1. Verify guest identity.

2. Check availability for requested changes.

3. Update booking in PMS.

4. Send revised confirmation.

6. Cancellation Procedure

1. Ask for reservation details.

2. Check cancellation policy.

3. Process cancellation in system.

4. Inform guest of:

o Cancellation number

o Refund (if applicable)

7. Handling No-Shows

· Mark booking as “No-show” in PMS.

· Apply charges as per policy.

· Inform accounts department.

8. Group Reservations

· Coordinate with Sales team.

· Block rooms in advance.

· Maintain rooming list.

· Track deposits and deadlines.

9. Special Requests Handling

Record and communicate:

· Early check-in / late check-out

· Airport transfers

· Special occasions (birthdays, anniversaries)

· Dietary requirements

10. Documentation & Record Keeping

· Maintain reservation logs.

· Ensure all bookings are updated in PMS.

· Keep backup records (if required).

11. Quality Standards

· Respond within:

o Calls: Immediate

o Emails: Within 24 hours

· Maintain polite and professional tone.

· Ensure zero booking errors.

12. Key Performance Indicators (KPIs)

· Reservation accuracy rate

· Response time

· Conversion rate

· Guest satisfaction score

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Bell Desk Duties and Responsibilities:-

The bell desk (or bell service) is an important part of a hotel’s front office operations. Staff working here—often called bellboys, bell attendants, or porters—focus on guest assistance, luggage handling, and first impressions.

Here are the key duties and responsibilities of a hotel bell desk:

1. Guest Arrival & Departure Assistance

· Greet guests warmly upon arrival

· Assist with unloading and loading luggage

· Es**rt guests to their rooms

· Explain room features and hotel facilities

· Help guests during check-out with baggage handling

2. Luggage Handling & Storage

· Carry luggage safely to and from guest rooms

· Tag and store luggage in the luggage room if needed

· Maintain proper records for stored baggage

· Ensure no damage or loss of guest belongings

3. Room Orientation

· Show guests how to use room amenities (AC, TV, minibar, etc.)

· Inform about hotel services (restaurant timings, spa, gym)

· Answer basic guest queries

4. Delivery Services

· Deliver messages, parcels, newspapers, or mail to guest rooms

· Handle room-to-room or front desk deliveries efficiently

5. Transportation Assistance

· Arrange taxis or other transport for guests

· Assist with valet parking (in some hotels)

· Provide directions and local information

6. Coordination with Other Departments

· Work closely with front office, housekeeping, and concierge

· Inform housekeeping about room occupancy changes

· Communicate guest requests quickly

7. Lobby & Entrance Management

· Maintain cleanliness and order in lobby/entrance area

· Ensure luggage trolleys are available and in good condition

· Monitor guest movement and assist proactively

8. Customer Service & Guest Relations

· Maintain polite and professional behavior

· Anticipate guest needs

· Handle minor complaints or report issues to supervisors

9. Safety & Security

· Ensure guest belongings are handled securely

· Follow hotel safety procedures

· Report suspicious activity if noticed

⭐ Key Skills Required

· Good communication skills

· Physical fitness (lifting luggage)

· Courtesy and professionalism

· Knowledge of hotel services and local area

· Time management and teamwork

Hotel Short Terms / Abbreviations:-

Revenue & Yield Management

ARR / ADR Average Room Rate / Average Daily Rate

RevPAR Revenue Per Available Room

TRevPAR Total Revenue Per Available Room

GOPPAR Gross Operating Profit Per Available Room

NRevPAR Net Revenue Per Available Room

ARPAR Adjusted Revenue Per Available Room

EBITDA Earnings Before Interest, Taxes, Depreciation, Amortization

ROI Return on Investment

YOY Year Over Year

DOW Day of Week analysis

Front Office & Operations

SOP Standard Operating Procedure

FO Front Office

GSA Guest Service Associate

GR (GRO) Guest Relations Officer

MOD Manager on Duty

GM General Manager

DND Do Not Disturb

ETA / ETD Estimated Time of Arrival / Departure

C/I –C/O Check-in / Check-out

LCO Late Check-out

ECO Early Check-in

Housekeeping

HK Housekeeping

HKM Housekeeping Manager

ROH Run of House (any available room

VC Vacant Clean

VD Vacant Dirty

OC Occupied Clean

OD Occupied Dirty

OOO Out of Order

OOS Out of Service

DNCO Did Not Check Out

DL Double Lock

Food & Beverage (F&B)

F&B Food and Beverage

FBM Food & Beverage Manager

KOT Kitchen Order Ticket

BOT Bar Order Ticket

POS Point of Sale system

Covers Number of guests served

A la carte Menu-based ordering

Table d’hôte Fixed menu

Reservations & Sales

FIT Free Independent Traveler

GIT Group Inclusive Tour

MICE Meetings, Incentives, Conferences, Exhibitions

OTA Online Travel Agency

CRS Central Reservation System

PMS Property Management System

GDS Global Distribution System

Allotment Pre-booked room block for agents

No-show Guest didn’t arrive

Cancellation CX Booking cancelled

Occupancy & Room Terms

OCC Occupancy Rate

LOS Length of Stay

Stayover Guest extending stay

Walk-in Guest without reservation

Skipper Guest leaves without paying

Sleep-out Guest not using room overnight

Plans & Pricing

EP European Plan (room only)

CP Continental Plan (room + breakfast)

MAP Modified American Plan (room + 2 meals)

AP American Plan (room + all meals)

Rack Rate Standard published rate

BAR Best Available Rate

Accounts & Billing

Folio Guest bill

City Ledger Credit accounts (companies)

Cash Ledger Direct payments

Allowance Deduction from bill

Paid-out Cash paid on behalf of guest

Maintenance / Engineering

ENG Engineering

PM Preventive Maintenance

BBP Breakdown Maintenance

MTD / YTD Month-to-date / Year-to-date

Security

CCTV Closed-Circuit Television

Key Card Room access card

Incident Report (IR) Report of unusual events

IT & Systems

Wi-Fi Wireless internet

IPTV Internet Protocol TV

ERP Enterprise Resource Planning

HR & Administration

HR Human Resources

JD Job Description

KPI Key Performance Indicator

Appraisal Performance review

Transport & Guest Services

APT Airport Transfer

Limo Limousine service

Bell Desk Luggage handling

Concierge Guest assistance desk

Common Guest Status Codes

VIP Very Important Person

CIP Commercially Important Person

Repeat Guest (RG) Returning guest

House Use (HU) Room used by staff

Front Office Terminology:-

Here are some common terminology used in a hotel front office:

Basic Front Office Terms

· Reservation – Booking a room in advance

· Walk-in – Guest who arrives without a reservation

· Check-in – Process of registering a guest on arrival

· Check-out – Process of settling bills and leaving

· No-show – Guest who doesn’t arrive despite booking

· Overbooking – Selling more rooms than available

Guest & Room Terms

· Guest Folio – Record of guest charges

· Room Status – Condition of room (vacant, occupied, dirty, clean)

· Rack Rate – Standard room price

· Double Occupancy – Two guests in one room

· Suite – Luxury room with extra space

Billing & Payment Terms

· Advance Deposit – Money paid before arrival

· Credit Limit – Maximum credit allowed to a guest

· Cash Voucher – Document for cash payment

· Bill Settlement – Payment of total charges

Operational Terms

· Front Desk – Main reception area

· Concierge – Staff assisting with guest services

· Bell Desk – Handles luggage services

· Night Audit – End-of-day financial reconciliation

· Housekeeping Coordination – Room cleaning updates

Other Useful Terms

· Wake-up Call – Scheduled call to wake guest

· Late Check-out – Staying beyond normal check-out time

· Early Check-in – Arrival before standard check-in time

· Room Upgrade – Better room given (free or paid)

HOTEL FOOD & BEVERAGE (F&B) SOP
1. Purpose
To ensure consistent quality of food and beverage service, hygiene, and guest satisfaction.
2. Scope
Applies to all F&B operations:
Restaurants
Bars
Room Service
Banquets & Events
Kitchen Production
3. Responsibilities
F&B Manager: Overall operations & guest satisfaction
Restaurant Manager: Daily service supervision
Chef/Kitchen Team: Food preparation & quality
Stewards/Servers: Guest service
Bartenders: Beverage preparation
4. Grooming Standards
Clean uniform and polished shoes
Hair neatly groomed
Short, clean nails
No strong perfume
Proper hand hygiene
5. Restaurant Service SOP
A. Pre-Opening Setup
Clean tables, chairs, and floors
Set tables (cutlery, crockery, glassware)
Check menu availability
Brief staff (daily specials, reservations)
B. Guest Service Procedure
1. Greet guest within 30 seconds with a smile
2. Es**rt to table
3. Present menu and offer water
4. Take order accurately
5. Repeat order for confirmation
6. Serve food and beverages:
Ladies first (if applicable)
Serve from the correct side
7. Check guest satisfaction during meal
8. Clear plates promptly
9. Offer dessert/coffee
10. Present bill politely
C. Table Clearing SOP
Clear from the right side
Remove unused items first
Avoid stacking plates in front of guests
6. Room Service SOP
Answer calls within 3 rings
Confirm order details clearly
Deliver within standard time (usually 30–45 mins)
Knock and announce: “Room Service”
Set up tray/trolley properly
Obtain guest signature
7. Bar Service SOP
Verify legal drinking age
Maintain cleanliness of bar area
Use standard recipes for drinks
Serve responsibly (avoid over-serving)
Keep track of inventory
8. Kitchen SOP
A. Food Preparation
Follow standardized recipes
Maintain hygiene (gloves, hairnets)
Use fresh ingredients
Check food quality before service
B. Food Safety HACCP Principles
Maintain correct storage temperatures
Avoid cross-contamination
Label and date all food items
Follow FIFO (First In, First Out)
9. Hygiene & Sanitation
Wash hands frequently
Sanitize surfaces regularly
Use separate cutting boards veg/non-veg
Pest control measures in place
10. Banquet & Event SOP
Confirm event details in advance
Arrange seating and buffet setup
Coordinate with kitchen
Ensure timely service
Assign staff roles
11. Billing & Cash Handling
Ensure accurate billing
Process payments cash/card/UPI
Issue receipts
Follow fraud prevention procedures
12. Complaint Handling SOP
Listen carefully without interruption
Apologize sincerely
Resolve quickly or escalate
Follow up with guest
13. Safety Procedures
Handle hot items carefully
Follow fire safety protocols
Store chemicals properly
Report hazards immediately
14. Quality Control
Regular service audits
Guest feedback monitoring
Staff training programs
15. Key Performance Indicators KPIs
Guest satisfaction score
Order accuracy rate
Service time
Food quality consistency
Revenue per guest

�� HOTEL HOUSEKEEPING SOP

1. Purpose

To ensure cleanliness, hygiene, safety, and guest satisfaction through standardized housekeeping procedures.

2. Scope

Applies to all housekeeping staff responsible for:

· Guest rooms

· Public areas

· Laundry

· Linen management

3. Responsibilities

· Executive Housekeeper: Overall supervision and quality control

· Supervisor: Room inspection and staff coordination

· Room Attendants: Cleaning guest rooms

· Public Area Attendants: Cleaning common areas

4. General Grooming Standards

· Clean uniform and name badge

· Hair neatly tied

· Minimal jewelry

· Personal hygiene maintained

5. Room Cleaning SOP (Guest Room)

A. Preparation

· Knock 3 times and announce: “Housekeeping”

· Ensure guest permission or check vacant room status

· Place housekeeping cart outside room

B. Cleaning Procedure

1. Open curtains and windows (if applicable)

2. Remove trash and used items

3. Strip bed linens

4. Dust all surfaces (top to bottom)

5. Clean mirrors and glass

6. Sanitize bathroom:

o Toilet

o Sink

o Shower/bathtub

7. Replace towels and amenities

8. Make bed neatly

9. Vacuum/mop floor

10. Final inspection

6. Bathroom Cleaning SOP

· Use separate cleaning cloths (color-coded)

· Apply disinfectant and allow proper contact time

· Clean in order:

1. Mirror

2. Sink

3. Toilet

4. Shower area

· Replenish toiletries

7. Public Area Cleaning SOP

· Clean lobby, corridors, elevators regularly

· Dust furniture and fixtures

· Mop floors and remove stains

· Empty trash bins frequently

· Maintain restrooms hygiene

8. Linen & Laundry SOP

· Segregate dirty and clean linen

· Handle linen with gloves

· Follow washing temperature guidelines

· Store in clean, dry area

9. Lost & Found Procedure

· Report immediately to supervisor

· Tag item with:

o Date

o Room number

o Description

· Store securely

· Record in logbook

10. Safety & Security

· Do not open guest rooms without authorization

· Report suspicious activities

· Follow fire and emergency procedures

· Use cleaning chemicals safely

11. Deep Cleaning Schedule

· Weekly: Curtains, upholstery

· Monthly: Walls, ceilings, vents

· Periodic: Carpets and polishing

12. Quality Control

· Supervisor inspection checklist

· Guest feedback monitoring

· Regular staff training

13. Key Performance Indicators (KPIs)

· Room cleanliness score

· Turnaround time

· Guest satisfaction ratings

· Complaint resolution time