Hospitality Skills

Hotel Housekeeping SOPs (Standard Operating Procedures)




1. What are Housekeeping SOPs?

Housekeeping SOPs are step-by-step guidelines that standardize cleaning, maintenance, and service procedures for guest rooms, public areas, and back-of-house spaces. These SOPs help maintain a clean, safe, and welcoming environment while optimizing staff efficiency.

Purpose of Housekeeping SOPs:

  1. Ensure Cleanliness and Hygiene: Maintain high cleanliness standards in all areas.
  2. Consistency: Deliver a uniform guest experience across all rooms and public areas.
  3. Efficiency: Streamline housekeeping workflows and reduce errors.
  4. Staff Training: Guide new and existing staff on procedures.
  5. Compliance: Adhere to safety, hygiene, and health regulations.

2. Key Areas Covered by Housekeeping SOPs

  1. Guest Room Cleaning Procedures
  2. Public Area Cleaning (Lobbies, Hallways, Restrooms)
  3. Laundry Operations
  4. Lost and Found Handling
  5. Inventory Management
  6. Deep Cleaning Schedules
  7. Turn-Down Service Procedures
  8. Emergency Cleaning Protocols

3. Examples of Housekeeping SOPs

1. Guest Room Cleaning SOP

Objective: Ensure all guest rooms are clean, sanitized, and ready for new arrivals.

  1. Preparation:
  2. Knock on the door and announce, “Housekeeping.”
  3. If no response, enter with the master key after waiting for 10 seconds.

  4. Keep the door open with a door stopper and place the housekeeping cart outside.

  5. Remove Used Items:

  6. Strip the bed of used linens and pillowcases.
  7. Collect used towels and toiletries.

  8. Empty trash bins and remove room service trays or dishes.

  9. Clean and Disinfect:

  10. Dust all surfaces (desk, nightstands, lamps, etc.).
  11. Sanitize high-touch areas like light switches, remote controls, and doorknobs.

  12. Clean windows and mirrors with glass cleaner.

  13. Bathroom Cleaning:

  14. Scrub and disinfect the toilet, sink, and shower area.

  15. Replenish toiletries (shampoo, soap, tissue paper) and towels.

  16. Make the Bed:

  17. Replace with fresh linens and arrange pillows neatly.

  18. Final Inspection:

  19. Vacuum or mop the floor.
  20. Check for any maintenance issues and report them.

  21. Spritz a light air freshener to finish.

  22. Exit:

  23. Close the door and ensure the room is securely locked.

2. Turn-Down Service SOP

Objective: Prepare the room for the evening to enhance guest comfort.

  1. Close curtains and dim the lights.
  2. Replace used towels if needed.
  3. Arrange the bed neatly and fold back the duvet or comforter.
  4. Place a bottle of water and a note or chocolate on the nightstand.
  5. Empty trash bins and lightly tidy the room.
  6. Replenish amenities if required.

3. Public Area Cleaning SOP

Objective: Maintain the cleanliness and appeal of public areas.

  1. Vacuum or sweep lobby floors and hallways.
  2. Dust surfaces like counters, furniture, and décor items.
  3. Empty trash bins and replace liners.
  4. Sanitize high-traffic touchpoints like elevator buttons, handrails, and door handles.
  5. Replenish supplies in public restrooms (soap, toilet paper, paper towels).

4. Lost and Found Handling SOP

Objective: Ensure lost items are logged and returned to their owners promptly.

  1. Label the item with the room number or location where it was found.
  2. Log the details in the Lost and Found register (date, item description, finder’s name).
  3. Store the item securely in the Lost and Found area.
  4. If claimed, verify the owner’s identity and require a signature.
  5. Unclaimed items should be handled as per hotel policy (e.g., donate after 90 days).

5. Laundry Operations SOP

Objective: Ensure proper washing, drying, and handling of linens and uniforms.

  1. Separate linens based on type (e.g., towels, sheets) and color.
  2. Pre-treat stains before washing.
  3. Use the correct detergent and machine settings for each load.
  4. Inspect linens after washing for damage or stains.
  5. Fold neatly and store in designated areas.

6. Deep Cleaning SOP

Objective: Perform deep cleaning of guest rooms and public areas on a scheduled basis.

  1. Remove all furniture and fixtures from the area.
  2. Steam clean carpets and upholstery.
  3. Wash curtains, blinds, and window screens.
  4. Scrub and disinfect grout in bathrooms.
  5. Polish floors, woodwork, and metal surfaces.

4. How to Create Effective Housekeeping SOPs

Step 1: Identify Key Tasks

  • List all recurring and high-priority housekeeping tasks, such as room cleaning, laundry, and restocking.

Step 2: Break Down the Process

  • Divide each task into simple, logical steps.

Step 3: Define Standards

  • Include measurable benchmarks like cleaning times, hygiene requirements, and visual checks.

Step 4: Incorporate Safety Measures

  • Highlight safety precautions for cleaning chemicals, lifting heavy items, and handling waste.

Step 5: Use Visual Aids

  • Add photos, diagrams, or videos for better understanding.

Step 6: Train and Test Staff

  • Use SOPs during onboarding and conduct refresher sessions regularly.

5. Tools for Managing Housekeeping SOPs

1. Property Management Systems (PMS):

  • Examples: OPERA, Cloudbeds, Hotelogix.
  • Purpose: Assign housekeeping tasks, track room status, and log maintenance requests.

2. Task Management Apps:

  • Examples: Asana, Trello, RoomChecking.
  • Purpose: Organize and monitor housekeeping workflows.

3. Digital SOP Platforms:

  • Examples: Trainual, Process Street.
  • Purpose: Create and share SOPs digitally for easy access and updates.

4. Staff Communication Tools:

  • Examples: Slack, WhatsApp, Zingle.
  • Purpose: Enable real-time communication between housekeeping and other departments.

6. Benefits of Housekeeping SOPs

  1. Consistent Cleanliness Standards: Uniform procedures ensure all rooms and areas meet guest expectations.
  2. Improved Efficiency: Staff complete tasks more quickly with clear guidelines.
  3. Enhanced Guest Satisfaction: A clean and well-maintained property enhances the overall experience.
  4. Staff Accountability: SOPs make it easier to monitor performance and address gaps.
  5. Compliance with Safety Regulations: Ensures adherence to hygiene and safety standards.

7. Common Challenges in Housekeeping SOPs and Solutions

Challenge 1: Resistance to Following SOPs

  • Solution: Train staff on the importance of SOPs and involve them in the creation process.

Challenge 2: Inconsistent Application

  • Solution: Conduct random inspections and provide feedback during team meetings.

Challenge 3: Outdated SOPs

  • Solution: Review and update SOPs regularly to reflect new technologies or standards.

8. Real-Life Examples of Successful Housekeeping SOPs

Example 1: Marriott International

  • Marriott uses digital tools to assign and track housekeeping tasks in real-time, ensuring rooms are cleaned on schedule.

Example 2: Hilton Hotels

  • Hilton’s “CleanStay” program includes detailed SOPs for disinfecting high-touch areas, meeting raised post-pandemic cleanliness standards.
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