Understand Function of Turn Down Service

STANDARD OPERATING PROCEDURES
Procedure Title	UNDERSTAND FUNCTION OF TURN DOWN SERVICE	Procedures No.HK-013
Division	Rooms	Revision No: n/a
Effective Date	January 4, 2013	Page: 1 of 2

PURPOSE / POLICY :	a.     All occupied room (Suites, Villas and VIP) should have evening turn down service.
	b.     Make sure that all room amenities are complete.
	c.     Know how to turn-down service by priorities
RELEVANT TO WHOM:	All Section
PROCEDURE:	-            Turn-downs are basically the refreshing of the          hotel     rooms for the guest during the evening period.         -      Bathroom linen is renewed.         -      Bedspread/bed runner is removed from the bed          and placed in the wardrobe.        -      An amenity is left on the pillow and goodnight          chocolate and breakfast menu.        -      Curtains are drawn         -      The bedside light is left on with soft music left on          low, on station.         -      All crockery/ashtrays are cleaned.                 -      Rubbish bins are emptied.
This SOP need to be reviewed in January 2014

Prepared by I Putu Arya Wari Gunawan- Exc.Housekeeper	Approved by General Manager
Date Issue	January 4, 2013

Guest Linen Par Stock and Control

STANDARD OPERATING PROCEDURES
Procedure Title	GUEST LINEN PAR STOCK AND CONTROL	Procedures No.HK-011
Division	Rooms	Revision No: n/a
Effective Date	January 4, 2013	Page: 1 of 4

PURPOSE / POLICY :	a.          All linen will be handled with the utmost care.
	b.          To maintain good circulation for all hotel linens.
	c.     Use linen for specified purposes only.  Do not use             towels for dusting or polishing.  This will prolong the          life of the towels.
RELEVANT TO WHOM:	All Section
PROCEDURE:	GUEST LINEN PAR STOCK AND CONTROL 1.         GUESTROOM LINEN PARS             It is our policy to maintain a minimum circulation par stock for guestroom linen.                             The following is a par guideline.                                      GUEST ROOM LINEN PAR STOCK             ITEM Quantity Bottom Sheets 4.0 Bed Top Sheets 4.0 Pillow Cases 4.0 Pillow Protectors 2.0 Duvet Covers 4.0 Duvets 1.25 Bed Pads 1.25 Bath Towels 4.0 Hand Towels 4.0 Face Cloths 4.0 Bath Mats (Terry) 4.0 Floor Rugs 3.0 Foot Mats 4.0 Service Towel 3.0 Glass Towel 3.0 2.         DEFINITION OF PAR                             One par linen is all items required to stock all of the bedrooms or in the case of Food and Beverage, all the table tops at maximum usage.               3.         STORAGE                 §     All circulating linen must be kept in locked     storage areas. It is as important to secure      soiled linen as it is clean linen. §     Linen closet in pantry must be kept locked at      all times. §     The main linen store should also be secured       whenever it is unattended. §     All clean linen in service, but NOT in guest      room, should be stored in the main linen room      except for one par which will be stored in the      pantry linen closet. §     All linen should be rotated by using the “First-In      – First-Out” method. 4.         DISTRIBUTION/DELIVERY             §     An established quota of linen based on bed      configuration by section, number of      bathrooms and additional quantity for turn-     down service shall be delivered nightly to      each linen closet. §     The linen delivery person shall work a form      which should indicate the prescribed      amounts for each pantry and which should      be handed in completed at the end of each      shift. 5.         DISCARD                 §     Stained or torn linen should be separated      immediately and removed from circulation. A      knot can be tied in most items before being      placed in the pantry. §     Smaller items should be kept aside in the       pantry linen closet in a designated area if      subsequently removed on a frequent basis. §     Special stain removal processes should be      attempted by an outside industrial cleaner, if      necessary, before linen is discarded. §     The housekeeping department should create      a daily tracking system log for discarded linen,      ensuring each piece is logged and      accounted for. 6.      DAILY CONTROL LINEN TRANSFERRED TO AN “OFF PROPERTY” LAUNDRY                        a.         All linen should be physically counted in                           and  out.                                     b.         All deliveries and pick-ups should be                          supervised.                                     c.         Linen hampers should be numbered.                                     d.         A written record must be kept of the daily  activity of these carriers.                                       e.         It is recommended that a system be set up with the laundry company whereby hampers of both clean and soiled linen are sealed during transit.
This SOP need to be reviewed in January 2014

Prepared by I Putu Arya Wari Gunawan- Exc.Housekeeper	Approved by General Manager
Date Issue	January 4th, 2013

Knocking on Guest Room Doors

STANDARD OPERATING PROCEDURES
Procedure Title	KNOCKING ON GUEST ROOM DOORS	Procedures No.HK-010
Division	Rooms	Revision No: n/a
Effective Date	January 4th, 2013	Page: 1 of 2

PURPOSE / POLICY :	a.                    To educated all employee how to knock the door in polite manner.
	b.         Knock on guest room  doors in such a                           smoothly to               ensure maximum privacy for guests, and              prevention of embarrassment to employee.
	c.            When knocking the door, the guest feel no               bothered.
RELEVANT TO WHOM:	All Section
PROCEDURE:	1.    Using the knuckles of your hand, knock            emphatically 3 times. 2.    Wait for response.                 3.    Knock again.                 4.    Listen for a reply. If there is no answer: Enter room slowly, announcing yourself, 'Housekeeping 1.    If the guest is asleep or in the bathroom, leave the room quietly and lock the door. 2.    If the guest is awake but is dressing, say, 'Excuse me' leave the room and lock the door. 3.    If the guest is awake and dressed, say, 'Excuse me, would you like your room serviced?' If the guest answers: Identify yourself, say, 'Housekeeping, would you like your room serviced?' If there is a 'DO NOT DISTURB' sign on the door, do not approach the room.  Make note of the Do Not Disturb sign on your work sheet, and report the room to your Supervisor. (See separate directions for DO NOT DISTURB AND DOUBLE LOCKED ROOMS) Should you be servicing a room, and the guest returns always offer to leave the room and return later.
This SOP need to be reviewed in January 2014

Prepared by I Putu Arya Wari Gunawan- Exc.Housekeeper	Approved by General Manager
Date Issue	January 4th, 2013