STANDARD OPERATING PROCEDURE HOW TO CHECK A GUEST ROOM TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: HKFL-0002 Housekeeping January 2005 I expect my room to be clean and to find things in a logical place I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay 30 minutes Why is this task important for you and our guests? Answers: I know what the guest expects If I check the Room properly, I am able to increase GSTS I can demonstrate professionalism I can make our guests happy and they will feel comfortable Task – How to check a guest room Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the Guest Room Always check the room in a clockwise Why I have to check the guest or anti-clockwise movement room in this fashion? 2) Cleanliness of Furniture Check the cleanliness of all furniture and put it in good order according to the standard Entrance Door Writing Desk Wardrobe Mirrors Paintings - Night Table - Check whether painting, Wardrobe hangers, collateral is hanging straight and positioned properly Why we put so much importance on furniture? - What is the content of the collateral Folder? Define Standard for collateral as: - Guest Letter - Fax - Envelopes - Post cards - Business Cards PHOTO 1# 3) Check exchangeable items Task – How to check a guest room Check whether all amenities and supplies are as per the standard and What is the amenity set up in the guest room? Page of WHAT/ STEPS HOW/ STANDARDS are in good order Bath Amenity: - Shampoo - Hair Conditioner - Body Lotion - Mouthwash - Talc Powder Amenity Boxes: - Vanity Box - Sanitary Box - Shower Cap - Tooth brush - Comb - Shoe Mitt - Shaver & Razor TRAINING QUESTIONS What will happen if I forget to setup the guest room? PHOTO 2# 4) Check electronics 5) F&B Minibar & Items Task – How to check a guest room Check whether all facilities are working and in good order - Television - Radio, Alarm clock - DVD player - Remote controls - Water Kettle - Light bulbs What I if the remote control is not working? Check whether the mini-bar items in the refrigerator are supplied according to the standard and are within their validity time Check additional: What is the contents of the Minibar? What I if the kettle is not working? Can I change a light bulb or must I call Engineering? Page of WHAT/ STEPS 6) Curtains HOW/ STANDARDS TRAINING QUESTIONS - Champagne glass - Water glass - Wine glass - Coffee Cup - Coffee and Tea - Sugar - Sweetener PHOTO 3# How I clean a Champagne glass? Check whether the curtain can be closed or drawn open completely Why are curtains in the guest room? Why guests need additional sweetener? Can they be closed during the day? 7) Carpet & Wall paper Check whether the carpet in the guest room has been vacuumed and has signs of dirt or stains What I have to when the carpet has a spot? Check there are no items underneath the bed Can I clean the wallpaper with water when it is dirty? Check stains and scratches on the wall paper 8) Window Check the cleanliness of the window What can I if I can not reach the top of the window? Check the quality of the floral arrangements Arrange exchange if necessary 9) Emergency Task – How to check a guest room Ensure every guest room has an emergency evacuation plan behind the Guest room door What is important about the evacuation plan? Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 10) Leaving the guest room Close the door and leave the room, ensuring the door closes properly 11) Reporting Report to Housekeeping office if you Is this checklist important? find any defect and key them into the Logbook for follow-up Ensure a maintenance request is issued Do I have to check if the door closes properly? What does a Maintenance request look like? Summary questions: What is the standard methodology of checking a room? What furniture I have to check? What electronics I have to check? What items are in the Minibar? Do the curtains have to be closed or can they be kept open after room cleaning? Who is cleans the external windows? Why I have to check under the bed? Why is the Emergency plan behind the Guest door? What you if you notice a defect? Now ask the trainee to practice the task from start to end to test competency PHOTO INDEX #01 Task – How to check a guest room Page of PHOTO INDEX #02 PHOTO INDEX #03 Task – How to check a guest room Page of ... - Guest Letter - Fax - Envelopes - Post cards - Business Cards PHOTO 1# 3) Check exchangeable items Task – How to check a guest room Check whether all amenities and supplies are as per the standard... cleanliness of the window What can I if I can not reach the top of the window? Check the quality of the floral arrangements Arrange exchange if necessary 9) Emergency Task – How to check a guest. .. every guest room has an emergency evacuation plan behind the Guest room door What is important about the evacuation plan? Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 10) Leaving the guest