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

Handling Lost and Found

STANDARD OPERATING PROCEDURES
Procedure Title	LOST AND FOUND PROCEDURES	Procedures No.HK 009
Division	Rooms	Revision No: n/a
Effective Date	January 4, 2013	Page: 1 of 3

PURPOSE / POLICY :	Every hotel personnel if lost and found something in all hotel area should report to lost and found section in housekeeping.
	Any items found, must be immediately report to Housekeeping Office.
	All items should be recorded into lost and found book and will be released after the commencement date or period and updated into Opera computer system.
RELEVANT TO WHOM:	All Section
PROCEDURE:	Following is the procedure for Lost and found items found in the hotel premises:             a.        Any guest items (clothing, jewelry, books, toiletries, etc.) that are left in a check-out room or in public areas must be returned into Lost and Found, located in the Housekeeping Department.              b.       All items are to be recorded in the Lost and Found Log Book and input into Opera computer system. This log will include date, room number or area found, description of items and the person turning in the item.                                 c.        Any item of valuable, i.e., rings, money, camera, purse, etc. is to be recorded and tagged in the same procedure as above and turned into Housekeeping Office and kept for 1 year after that should be return to the finder with gate pass signed by HOD.             The receiving Housekeeping Staff will sign for the item in the Lost and Found book.                 d.       Items that are NOT valuable will be held for 6 months. If the item has not been claimed by the guest, it will be given to the finder.             e.        Food and beverage items such as: biscuits,                                bread, noodle, fruits, candy, etc must be                           keep about 1 day and after that should be                         return to the finder with gate pass signed by                         HOD.            f.          Medicine items such as pills, powder, liquid, or pasta medicine should be keeping inside refrigerator in housekeeping about 1 week.            g.         All valuable items are to be held by the Hotel for 12 month before it can be given to the finder at the discretion of the General Manager and in some cases may require legal advice.

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

Housekeeping Staff Reporting of Maintenance Requirement

STANDARD OPERATING PROCEDURES
Procedure Title	HK. STAFF REPORTING OF MAINTENANCE REQUIREMENTS	Procedures No. HK. 008
Division	Rooms	Revision No: n/a
Effective Date	January 4, 2013	Page: 1 of 2

PURPOSE / POLICY :	Maintenance items will be reported to Housekeeping supervisory staff daily.
	Guest room maintenance will be reported        immediately.
	Any defect items should be reported as soon as possible to HK. Office and write down on work order form then sent to engineering.
RELEVANT TO WHOM:	All Section
PROCEDURE:	1.    Advise Supervisor/Housekeeping office of        maintenance problem. 2.    Housekeeping Supervisor will then complete a         "Maintenance Request" slip/Work Order Form. 3.    Urgent requests will be phoned through to        Engineering. 4.  Upon commencement of maintenance work, Supervisors must check and advise touch-up cleaning as required. NOTE: Urgent maintenance requests must have a "Maintenance Request" slip / work order form completed and noted "Phone Confirmation."
This SOP need to be reviewed in January 2014

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

Keys Procedures

STANDARD OPERATING PROCEDURES
Procedure Title	KEY CONTROL	Procedures No. HK 007
Division	Rooms	Revision No: -
Effective Date	January 4, 2013	Page 1 of 3

PURPOSE / POLICY :	a. Tight control procedures covering issue and recovery of all keys on a systematic and daily basis are mandatory.
	b.     To keep and maintain all keys are safe and secure.
	c.     To build up sense of security to our entire guest.
RELEVANT TO WHOM:	All Section
PROCEDURE:	1.         HOUSEKEEPING KEYS                      All keys are to be put on strings with an identification tag listing the section number (by code). Keys are to be kept in a locked drawer located in a secured area. In some cases, all Housekeeping keys can be overnight in the security Office.                             a.        Housekeeping Supervisor                     The Housekeeping Supervisor is responsible that all keys are accounted for at all times. An inventory of keys must be taken at the end of each shift.                 b.         Room Attendants          Room Attendants receive their section key at the beginning of their shift. They must sign the key control sheet. If they go to another section, they must pick up another key and sign for it.                 When turning in keys, the key control sheet      must  be signed again. 2.         GUEST ROOM KEYS                 §    All guest room keys left by guests are to be taken to a secured place as soon as possible. §    Room Attendants should be instructed to collect all keys from check-out and vacant rooms. §    Keys should NOT be kept on the top of carts, on linen closet shelves, or any other unattended place. §    The Room Attendant should be instructed to put the key in the uniform pocket and turn in to the Housekeeping Department as soon as possible. 3.         OPENING DOORS                 §    It is policy of our that the Housekeeping staff not to open guest room doors on request, Instead they should call the Front Desk to verify the guest name and ask the desk to bring the room key for the guest. This can be explained to the guest that it is for their protection and security. §    For outside deliveries, the Room Attendant must NOT open the door, but should refer the delivery person to the Front Desk. §    For services performance by resort staff, guest room door-opening procedures must be clearly defined communicated to Housekeeping personnel.
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, 2014