Purpose

The purpose of this Standard Operating Procedure (SOP) is to establish guidelines for the proper checks and maintenance of guest rooms in the hotel.

Scope

This SOP applies to all housekeeping staff involved in the maintenance of guest rooms.

Procedure

Room Checks

1. Regular checks must be conducted to identify any damages or issues in the room.
2. If any damages or issues are identified, HK staff must report them immediately to the HK Supervisors.
3. If any damages or issues are identified that may affect the guest's experience, HK staff must take immediate action to resolve the issue or contact HK Supervisors for help.

Maintenance

1. If tiles are identified as broken, HK staff must contact the appropriate personnel to have them fixed or replaced.
2. If the room requires repainting, HK staff must report it to the HK Supervisors and follow their instructions.
3. If any cleaning products do not work or cause damage, HK staff must report it immediately to the HK Supervisors.

Standards

1. HK staff must have a minimum understanding of the standards expected in hospitality and take appropriate action to maintain them.
2. HK Supervisors must ensure that the guest's experience is not affected by any issues in the room, when necessary, HK Supervisors may suggest repositioning of HK Staff who do not meet the minimum standard in another area such as gardens, security or kitchen.

Training

1. Regular training and communication must be provided to HK staff by HK Supervisors to ensure they understand and follow the standard operating procedures.

Compliance

1. All housekeeping staff must comply with this SOP and any additional room maintenance policies established by the hotel.