Hotel Housekeeping Standard Operating Procedures

It takes hard work and dedication to keep hotels clean all day, every day. Your rewards are happy guests and top reviews.?

SOPs help ensure that your staff uphold the standards that make your hotel a clean, pleasant place to stay.

Hotel housekeeping SOPs (Standard Operating Procedures) are step-by-step instructions on effectively completing various housekeeping tasks. Everything from uniform standards to toilet cleaning can have an accompanying SOP.

Establishing roles, responsibilities, and procedures means your staff know what is expected of them and ensures consistent standards across the hotel workforce.?

With this guide, you can create SOPs that help your cleaning crews perform their jobs to the best of their abilities.?

Why do you need SOPs

Consistency

Maintaining high, consistent standards of cleanliness across rooms that serve multiple functions can be demanding.Complaints about cleanliness and a few bad reviews can hurt your business. SOPs provide a clear understanding of expected standards.?

Safety

Health and safety are crucial for maintaining a happy, productive workforce. Housekeeping tasks include handling toxic chemicals, working on slippery?surfaces?and carrying heavy loads. Having SOPs that detail the safe way to complete dangerous tasks reduces the risk of injury to your staff.

Safety SOPs also keep your guests safe. The COVID-19 pandemic highlighted how quickly viruses could spread in indoor spaces. Guests now expect an even higher standard of hygiene. With guidance on what?disinfectants?to use, how often different areas need cleaning and when to refill?handwash?stations, staff can effectively clean the hotel and reduce the risk of guests falling ill.?

Training

Housekeeping SOPs help staff at every level maintain the same standard, whether they are just onboarding or have been working at the hotel for years.

Compliance

Accountability is key to ensuring that your hotel remains compliant with regulations. Hotels must follow health and safety laws. High scores for sanitation are a fantastic way to demonstrate to guests the standards of your hotel. They show that you care for their well-being.

Performance management

SOPs make it easier for you to track your housekeeping staff’s performance. Their duties and expectations are clearly defined, meaning they are accountable for meeting those standards.

The areas of importance for your housekeeping SOPs?

Housekeeping SOPs cover a comprehensive range of tasks, which mostly fall into the following categories:?

Attendance Management?

Part of running a hotel means ensuring you have enough staff for all the housekeeping jobs. Creating SOPs for attendance management reduces the risk of the hotel being short-staffed at any time.??

These procedures cover the following:?shift times, holidays & sick leave.

Areas of Responsibility?

SOPs should outline the roles and responsibilities expected of your housekeepers. These SOPs help your team focus on tasks and help managers identify where extra support is needed.?

Waste Management?

All businesses must comply with waste management regulations to avoid fines and reputational damage.?

High standards need to be maintained across your hotel. Cleaning materials left in rooms, bin bags in hallways and odours from organic waste paint a bad impression on your establishment and can lead to guest complaints and bad reviews.?

Code of Conduct?

SOPs that define the code of conduct and staff expectations eliminate confusion and ensure that every housekeeper knows what management expects of them.??

These include wearing the correct uniform, ID cards, and procedures for wearing and disposing of protective equipment like masks and gloves.?

Training resources?

SOPs standardise training for new hires and existing team members.?

Housekeeping involves using toxic chemicals. Training procedures mean that staff know how to correctly handle, use and dispose of these chemicals, reducing the risk of injury to housekeepers or guests.?

Safety procedures?

One of your most important jobs as a hotel manager is keeping your staff safe. That’s why safety SOPs are a crucial resource.?

Establishing procedures for safety reduces the risk of injury on the job. Whether your housekeepers need to dilute chemicals or lift heavy objects, an SOP means safely carrying out these potentially dangerous tasks.?

Creating your own SOPs?

SOPs tell your staff exactly how to complete tasks to the standards that the hotel management expects.??

Not all SOPs are created in the same format. For instance, a simple process like dusting a room requires a step-by-step SOP. This style of SOP isn’t suitable for more complex tasks like operating a washing machine.?

Well-constructed SOPs make your job easier; staff clearly understand what they need to do, reducing the time spent training them and dealing with questions. The three main types of SOP are: step-by-step instructions, hierarchical instructions and flowcharts.

Example SOPs for hotel housekeeping

Making the bed

SOP Number: (SOP department code, e.g. HK and serial number, e.g. 01)?

Department: Housekeeping?

Date Issued: (Date of document creation/update)?

1. Remove used blankets, fitted sheets, top sheets, pillow covers and duvet covers. Place these in the laundry bin.
2. Pull the mattress away from the headboard slightly.?
3. Get a clean fitted sheet and place it on the mattress:?
4. Unfold the fitted sheet from the centre of the mattress and spread it evenly. The four corners of the fitted sheet should match the corners of the mattress.?
5. Pull the fitted sheet over the first corner at the foot of the mattress and tuck it underneath. Repeat this for the next corner at the foot of the mattress.?
6. With the base corners secured, move to the top of the mattress and pull the fitted sheet over the third corner. Repeat for the final corner.?
7. Make sure the sheet covers the mattress, with any loose material tucked underneath.?
8. Smooth the fitted sheet and adjust until there are no wrinkles.?
9. Place a clean top sheet on the centre of the mattress:?
10. Unfold the top sheet and spread it so it lies flat along the top edge and hangs off the foot of the mattress. Ensure the tag is at the foot of the mattress and the hem at the top. Where applicable, the coloured side of the sheet should face down towards the mattress.?
11. Take the loose material at the foot of the bed and tuck it underneath the mattress. Leave the sheet hanging down the side of the mattress for now.?
12. Take the sheet material hanging down the side and hold it away from the mattress. Fold it straight up to form a triangle extending from the corner of the mattress. Lay this on the bed.?
13. Tuck the hanging material underneath the mattress.??
14. Pull the triangle of the sheet back so it hangs down the side of the mattress.?
15. Tuck the loose material underneath the mattress. A triangle should form from the corner of the mattress, extending down its side.?
16. Repeat steps 2c-2f for the other corner.?
17. Fold the top of the sheet so the hem faces up.?
18. Adjust the sheet so no creases are visible.?
19. Replace the duvet cover and place the duvet on the bed. The top of the duvet should line up with the hem of the top sheet. Smooth the material so no creases are visible.?
20. Place blankets on the bed, folding them to cover the bottom third of the duvet. Again, smooth the material and hide the creases.?
21. Replace the pillow covers and place the pillows at the top of the bed. They should fill the gap between the top sheet and duvet and the top edge of the mattress.?
22. Push the mattress back against the headboard.?
23. Perform final checks around the bed, ensuring that all material is smooth and, where applicable, adequately tucked away.?

*Note: It is advisable to have checklists of cleaning materials for different areas, to ensure that chemicals are not used incorrectly.?

**Note: Change as appropriate.?

***Note: Change as fits your hotel procedures.?