SOP HK Guestroom and Showrooms

SOP Guestrooms and Showrooms

Division : Rooms	Department : Housekeeping
Policy No : HK/	Pages :	Issue Date :
Subject : Guestrooms and Suites Showrooms
Issued By : Dept. Head	Approved By : General Manager

Objective

To ensure that showrooms are cleaned, checked and maintained on a daily basis.

Procedure (8.00am - 8.00pm

1. The section head shall appoint a Rooms supervisor to be in charge of maintaining the showrooms  and bridal suites.
2. The Rooms supervisor shall go up to check all showrooms after the morning briefing.
3. The Rooms supervisors need to touch up or clean the showrooms when necessary.
4.  All showrooms need to be air daily to ensure good air quality.
5. All showroom need to be ready by 8am daily.
6. Section head to follow up with additional items upon request from sales and marketing department.
7. Section head to inspect all show rooms on daily basis.
8. The Rooms supervisor needs to report to their section head for any discrepancies.
9. The Rooms supervisor needs to report to their section head for any defects.
10. The section head shall receive all feedback on the showrooms condition

           Source : Sandybeachresort

SOP HK Key Control Operating Procedure

Key Control Operating Procedure

Division : Rooms	Department : Housekeeping
Policy No : HK/ ….	Pages :	Issue Date :……
Subject : Key Control Operating Procedure
Issued By : Dept. Head	Approved By : General Manager

Objectives:

• To provide a proper and effective control key system for Housekeeping department and provide safe and secure accommodation to guests.
• To emphasize the importance of key control and proper procedure to staff on issuing and returning of keys.
• To ensure that keys issued are properly used for operations purpose and should  not be taken out from the hotel without permission.

Types Of Housekeeping Keys

They are :

Attendant section keys

•       Supervisor section keys
•       Manual Keys for stores

Policies and Procedures :

1. All keys are put on key rings with identification tags to highlight the belongings of each key. All keys are neatly and clearly marked. For example; maid and supervisor section keys are tagged according to floors or levels.
2. A key cupboard with multi hooks is provided for hanging these keys.     
3. The key cupboard for the keys must always be under lock and key.
4. The support section head shall appoint the supervisor or coordinators to be in charge of issuing out the keys.
5. In the absence of the supervisor or coordinator, the section head shall take over the duties.
6. The supervisor or the coordinator shall be resposible for receiving and checking the keys at the beginning and ending of the shift.
7. The users are consist of laundry, public area, room and supports sections.
8. The user needs to sign ‘in’ and ‘out’ on the key loan book for requesting and returning the keys.
9. The user needs to inspect the keys upon receiving the units.
10. The user will be responsible for their keys in the course of their duties.
11. Individual key owner is advised not to open any room doors for anybody including staff unless scrutinized and confident that there is no possibility of foul play.
12. However, the Housekeeping at attendants are advised not to open any room doors for guest while requested. This is a mean of monitoring the security of the hotel rooms.
13. It could be handled by the following phrase : I am sorry Sir or Madam, I am not authorized to open the door for you but I could call the Front Office for you.
14. If Maids work in twos, they could surrender key to partner who are still on duty.
15. At the end of the shift(at 11.00pm), the closing supervisor must ensure that all keys are returned and hung at original place. A stock count on the  number of keys must be conducted to confirm the return of keys.
16. Once counted, the status of keys in the key cupboard is highlighted in the  Key Log Book and must be endorsed and certified by supervisor by appending the following information. Eg : Number of Supervisor. Date and time.
17. The key cupboard’s key, entrance door key and together with the log book must be kept at the security center point for the following day.
18. Before handling over to the security department, all necessary keys must be kept in an envelope and duly sealed to prevent any unauthorized personnel from entering the Housekeeping Department.
19. The supervisor shall audit all keys on a monthly basis and submit the report to the section head.
20. Replacement for Faulty / Broken Key :a)     Department Manager to raise key requisition form to be approved by General Manager.b)    The form will be submitted to Account Department for original key to be issued to cut the key.c)     Upon completion the Department Manager will collect from Accounts Department.
21. Loss of  Keys: a)     Inform Security immediately.b)    Search for the key.

s      Source : Paradise Sandy Beach Resort Hotel

SOP HK Damaged & Missing Items

Damaged & Missing Items

Division : Rooms	Department : Housekeeping
Policy No : HK/ ......	Pages :	Issue Date :
Subject : Damaged & Missing Items
Issued By : Dept. Head	Approved By : General Manager

Objectives:

• To control an accurate inventory of damaged and missing items of the hotel.
• To ensure proper accountability is maintained for all items in guestrooms occupied by the hotel guests.
• To ensure that all damaged and missing items are replenished to guest with any unnecessary delay.

1. Set up an established par level for all items in guestrooms.
2. Standardized formation for all items in guestrooms.
3. Room Supervisors to inspect all items in guestrooms daily, particularly upon guest check out.
4. Any damaged and missing items in guestrooms must be reported back to Housekeeping department the soonest possible.
5. The Housekeeping Dept. shall inform the Front Office Dept for further action, such as charging the room guests for the damaged and missing items.
6.  All damaged and missing items will be compiled into the damaged and missing summary for audit purposes.
7. All damaged items will only be replaced when the mentioned items are verified by the Support Section.
8. All missing items will only be replenished when the mentioned items are documented by the Support Section.
9.  All requisition and replenishment of damaged and missing items to replace without unnecessary delay.
10. Disciplinary action shall be enforced for failure to inspect, report, requisite or replenish the damaged and missing items in guestrooms as stated in the above mentioned policy and procedure.

             Source : Paradise Sandy Beach Resort Hotel

SOP HK Lost & Found Policy & Procedure

 Lost & Found Policy & Procedure

Division : Rooms	Department : Housekeeping
Policy No : HK/ …	Pages : ….	Issue Date : …
Subject : Lost & Found Policy & Procedure
Issued By : Dept. Head	Approved By : General Manager

Objectives:

To have a preferred location in the hotel, which keeps tracks and hold securely all items within the hotel, May they have lost by guest or by our staff.

Lost Items

• All inquiries into lost items from room guests and customers must be channeled to the Security Dept for further assistance.
• Information, i.e. location, time, brand, colour and shape of lost items are to be obtained in order to facilitate the investigation.

Found Items

• Found items from all areas in the hotel, should be turn over to the Housekeeping department as soon as possible, accompanied by a properly filled out Lost & Found Report Slip.
• If for some reason the item cannot be brought to the Housekeeping immediately the Housekeeping Office will have to be informed that the item was found.

Storing of  Items

• All items receive by the housekeeping department are logged into the Lost & Found record book and given a serial number which is transferred to the Lost & Found Report Slip.
• All found articles should be recorded with clear description of the item, i.e. color, brand or quality, shape, etc. This is to make identification possible when verification is required over the telephone inquiry.
• All found articles should be recorded as soon as possible. They should not be left on the counter or desktops and should not left overnight before being recorded. Large articles that are stored elsewhere are to be tagged accordingly with the location being noted in the Lost & Found Record Book.
• Valuable items which have been in the safe or deposit box to be recorded and location is to be indicated.
• A signed receipt is to be obtained by Housekeeping for any article deposited in the safe or at Front Office. These receipts are to be kept in the Housekeeping department until articles are disposed off. Final deposition of any valuable articles is to be noted on the receipt and the receipt is to be retained by Housekeeping.
• The Lost & Found Slip should be securely fastened to the article and attached in such a way that it can be read easily.
• All articles should be given back to the founder after the half yearly audit conducted by the Housekeeping Department except perishable (discarded after 24 hours and valuables to be decided by the General Manager)
• Lost & Found items are to be kept in a locked place. They should be filled in an orderly manner, according to the date, on the storage shelves. The Lost & Found Report slip should be facing out.
• All inquiries into Lost & Found, be it by phone or personal, must be channeled to the Housekeeping Department to be dealt with accordingly.
• All inquiries into Lost & Found should be answered within 3 days. If the lost items were not located, the guest should be written to and assures that the hotel will keep looking.

Handling Procedure for Liquor Left In The Guest Room

• All liquor found in checkout has to be returned to the Housekeeping department and the following rules compiled with :-
•  Liquor provided by the hotel, within 1 week unopened, must be returned to its designated place.
•  Opened bottles have to be kept for one week and disposed off.

Food Stuff / Perishable Goods

To be kept for 24 hours, if unclaimed perishable goods to be given to founder, non-perishable goods shall be handled as Lost & found article.

Objectives:

• To established an effective and efficient mean of control over the movement of extra beds for guestroom accommodations.
• To ensure that all loaned extra beds to guests are supplied to guest without any unnecessary delay.
• To be responsible and accountable for safeguarding and physical existence of the RABs.

1.  All guest requests from Front Office must be noted in detail by the order taker on duty.
2.  All RABs request are delivered to guests within 40 minutes from message received.
3.  Runner to confirm with order taker upon completion of deliveries.
4. Runner to ensure extra bed properly open and place together with pillow and towel in the guestroom.
5. Room attendant to send back the extra bed upon guest checked out as soon as possible.
6. Runner to be responsible for making up all the extra beds.
7. All extra beds to be place in a proper storage areas.
8. Supervisor to inspect all extra beds for defects once a week.
9. Housekeeping Department to set up an information board on extra beds and update the figures at all times.
10. All information on extra beds must be made available to Front Office at all times.
11. Any group request of extra beds in big quantity must refer to the Department Manager or the Asst. Housekeeper in his absence.
12. Any damage or discrepancies to be refer to the Department Manager the soonest possible.

Source : Paradise Sandy Beach Resort Hotel

SOP HK Aset Hotel Assets Basic Procedure

 Assets Basic Procedure

Division : Rooms	Department : Housekeeping
Policy No : HK/ P&P/	Pages :	Issue Date :
Subject : Assets Basic Procedure
Issued By : Dept. Head	Approved By : General Manager

Purpose:

In order to ensure that all hotel assets are maintained in good condition and properly controlled.

Policy:

The hotel will have proper control over assets.

Standards:

• Department Head or Manager – is responsible for all assets which are located in his / her department or section.
• Assets located in the office – Department Head concerned is responsible.
• Assets in all F/B outlets- Restaurant Manager or outlet Manager concerned is responsible.

For the following reason(s):-

………………………………………………………………………………………………………………………………………………………………………………........................................

If transfer indicates:

• Date to be transferred: _________________________________
• Place to be transferred: ________________________________
• Dept. Head responsible to receive: _______________________
• Asset Controller Record :
• Purchased Price RM : _________              Date Purchased :_________
• Depreciation RM : ____________             Last Value : ____________

Approved:

___________                    ____________                   _______________

Dept. Head                        Controller                           General Manager

• Hotel machinery & large engineering equipment- Department Head in that section and Chief Engineer or the section supervisor are responsible respectively. Such as kitchen equipment, Chef  should be directly responsible under the supervision of the F&B Manager.
• Assets Located in Public Areas – Department Head who is in charge at the location concerned is responsible.
• Office equipment and tools – Department Head and the operator of assets are jointly responsible.

Procedures:

1. Finance Department will prepare a list of existing assets and label and record each in the assets register. Upon purchase of any assets. The respective departments will immediately label the  asset when received in their department.
2.  On a annual basis or at any one time require by the management, an inventory will be made of all assets in the assets register to ensure that the assets were not lost. A discrepancy report will be made and presented to General Manager for review.
3. The occupant / holder of any assets have to maintain the assets in good condition. In case of damage, loss, transfer or sale, he/she must immediately notify the Finance Department and   complete the assets adjustment form(see exhibit one attached) and forward to General Manager for approval with adequate reason. Once approved the Asset Change form (exhibit 1) will be sent to the Financial Controller for action to be taken.
4. Assets transferred or purchased will become the responsibility of the receiving Department Head. They must acknowledge to Accounting accepting receipt.
5. For external transfer  i.e to other hotels, etc…. please use same Asset Change Form.
6.  The asset controller will file the asset change form for future auditing.
7.   Action to be taken by Financial Controller :

•  Supervise the sale / transfer / write off(disposal) of the assets and ensure proper receipts of funds if applicable.
•  Forward the asset Change form to the Asset Controller to adjust the asset register according to the transaction that has taken place.

Asset Change Form

Asset: ____________________________

The above asset has been:

____                  Lost

____                 Damaged / worn out (recommend action to repair or replace)

____                 Requested to be transferred

____                 Requested to be said: Amount RM_______

____                  Returned

Source : SandiBeachParadiseHotel

SOP HK Guest Room Movement Form

 Guest Room Movement Form

Division : Rooms	Department : Housekeeping
Policy No : HK/ P&P/	Pages :	Issue Date :
Subject : FF & E Guest Room Movement Form
Issued By : Dept. Head	Approved By : General Manager

Purpose

• To control an accurate inventory of all FF&E items of the hotel.
• To ensure proper accountability is maintained for all items in rooms occupied by hotel guests.
• To ensure that a proper system is maintained for control of whereabouts of FF&E items.

Policy

• Any further requiring removal from a specific room for a period of time longer than one week is required to have the prior approval of the Department Manager and the General Manager.
• The attach form must be completed with appropriate signatures prior to any movement of items.

Procedure

1. Complete FF&E guest room Movement form must be submitted to Department Manager and the General Manager for approval.
2. Should any long stay guest request the removal or additional furniture the Department Manager must raise the form and submit it to General Manager.
3. The form must be filled with the inventory listings so that at the time of inventory all FF&E items can be easily accounted for.
4. The copy of form attached.
5. The copy has to be filed in the folio of the guest and the furniture / FF&E items to be placed back once the live in guest leaves the hotel.

FF & E GUEST ROOM MOVEMENT FORM

Room                          :

Items                           :

Date out                      :

New location   :

Requested by  :

Approved by   :        
      ________________                                             _______________

     Department Manager                                                General Manager

Source : Paradise Sandy Beach Hotel

SOP HK Custody of Assets

  Custody of Assets 

Division : Rooms	Department : Housekeeping
Policy No : HK/ P&P/	Pages :	Issue Date :
Subject :Custody of Assets
Issued By : Dept. Head	Approved By : General Manager

Purpose

• To responsible and accountable for safeguarding of assets by the user concerned.
• To locate the physical existence of the assets.

Policy

• All assets purchased must be properly taken care of by the respective department. Any damages, breakdowns or non- existence of the assets must be reported and recorded.

Standards

• Replacement of assets will only be made after careful consideration of the state of the existing assets.
• Addition of assets will be done through the normal budgetary process when the management is satisfied that the capacities of the existing assets are inadequate.
•  Disposal of assets will be done after the assets are concerned are physically inspected and the management(i.e the GM and FC) is satisfied that they are beyond economic repairs/ usage.

Procedures :

1.     Safeguarding of Assets( Housekeeping Department)

• Department Manager / Housekeeping Asset Controller will prepare a list of existing assets and label and record each in the assets register. Upon receiving of any assets, the abovementioned  person will immediately label the asset when received.
• On a semi annual basis, an inventory will be made of all assets in the asset register to ensure that the assets were not lost. A discrepancy report will be signed by both the Department Head and the asset Controller and presented to Financial Controller and General Manager to review.
• In case of damage, replacement , loss or sale the Department Head must immediately complete the Asset Disposal Authorization Form( see exhibit 1 attached)  with adequate reasons and notify the Financial controller for his approval. Unless the original cost of the assets exceeds RM 5000.00 and the age is more than 2 years, the form will be forwarded to the Managing director for final decision.
• Assets transferred / purchased will become the responsibility of the receiving department. The Department Head must ensure that assets used by his department are easily identified and located. It is not the job of the Assets Controller to locate the whereabouts of the assets.
• Action to be taken by Financial Controller:
• Supervise the sale /transfer/ write off(disposal) of the asset.
• Forward the Assets Disposal Authorization Form to the Asset Controller to adjust the asset register according to the transaction that has taken place.
• The Asset Controller must ensure filing of all documents/ records relating to Asset Register are up to date at all times for future auditing.

2.     Addition of Assets

• Addition of new assets will be allowed after the Capital Expenditure Budget is approved by the Board of Directors. This budgetary exercise done once a year, normally two or three months before  the accountant year end.
• For the Capital Expenditure Budget, a capital expenditure proposal form (see exhibit 2 attached) is to be completed for the GM to approve.
• cAfter the GM has approved/ rejected the forms, the Financial Controller will draw up a summary of all assets approved. Thus will be compared with the pre- determined allowable total.
• If the allowable total has been exceeded, a second round of exercise will be carried out to reduce the amount. This will require all Department Heads to seriously consider which of theassets can be delayed for future years.

3.     Transfer of Assets

•  When a department wishes to receive an asset from another department on a willing basis, a   transfer of assets form(see exibit 3 attached) must be duly filled up and submit to GM approval. If   the GM is not available, then the RM or FC may approve such transfer
• b. The above points of 1.4 and 1.5 under Safeguarding of assets will be apllicable to transfer of assets  as well.

Source : Paradise Sandy Beach Resort Hotel

SOP HK Dry Vacum Cleaner Control Procedures

Dry Vacum Cleaner Control Procedures

Division : Rooms	Department : Housekeeping
Policy No : HK/ P&P/	Pages :	Issue Date :
Subject :Dry Vacuum Cleaner Control Procedures
Issued By : Dept. Head	Approved By : General Manager

Objective

To ensure that all dry vacuum cleaners are issued out to room attendants are properly recorded and returned. Vacuum cleaner should not be taken down from the floors and out of the hotel premises.

Procedure

1. The Room section head shall appoint one of the Room supervisors to be in charge of the vacuum cleaners for the room attendantsto use.
2. In the absence of the appointed Room supervisor, the section head shall take over the duties.
3. The Room supervisor shall be responsible for checking vacuum cleaners at the end of the shift.
4. That room attendants need to inspect the vacuum cleaners every day. Ensure dust bags are empty and clean, replace if required.
5. The room attendants need to clean the vacuum cleaners everyday.
6. The room attendants will be responsible for the vacuum cleaners plus the parts in the course of their duties.
7. The room attendant will be allocated to a permanent unit of their own usage.
8. The appointed Room supervisor needs to report to their section head for any discrepancies.
9. The section head and project supervisor shall inspect all vacuum cleaners on a monthly basis and submit the report to the Department Manager.

Source: Paradise Sandy Beach Resort Hotel