HOTEL ROOM FLOOR HOUSEKEEPING SOPs

A complete, professional Hotel Room Floor Housekeeping SOP Manual, covering guest room cleaning, turndown service, floor operations, safety, lost & found, trolley setup, and reporting procedures.

To ensure consistent, hygienic, safe, and efficient cleaning and maintenance of guest rooms and floor areas while delivering excellent guest experience.

2. Responsibilities

Executive Housekeeper

• Oversees daily room operations

• Ensures SOP compliance

• Supervises training and audits

Floor Supervisor

• Assigns rooms to attendants

• Inspects rooms and reports maintenance issues

• Monitors cleaning quality

Room Attendant

• Cleans rooms according to SOP

• Replenishes amenities and linen

• Reports lost & found / maintenance issues

• Maintains trolley and pantry cleanliness

3. Housekeeping Trolley SOP

Trolley Must Include:

• Linen (sheets, pillowcases, towels)

• Guest amenities (soap, shampoo, bath gel, shower cap, tissues, water, tea/coffee kits)

• Cleaning supplies (disinfectant, glass cleaner, multipurpose cleaner)

• Tools (duster, mop, vacuum, squeegee, cloths color-coded)

• Room service pickup bags

• Garbage bags

Trolley Setup Rules

• Maintain neat, organized layout.

• Park trolley in front of room, angled to block doorway for safety.

• Never leave trolley unattended.

4. Entering the Guest Room SOP

Procedure

1. Knock three times and announce: “Housekeeping!”

2. Wait 10 seconds. If no answer, repeat twice.

3. Use master key to enter slightly, announce again.

4. If guest is inside, ask preferred cleaning time.

5. If DND light/sign is on → do not enter, inform supervisor.

5. Types of Room Cleaning SOP

A. Occupied Room Cleaning

1. Ensure guest belongings are not disturbed.

2. Open curtains & windows for ventilation.

3. Remove trash, room service trays.

4. Bathroom cleaning:

   • Clean WC, shower, basin, mirror

   • Replace towels only if on floor (green policy) or per hotel standard

   • Restock amenities

5. Bedroom cleaning:

   • Strip and remake bed

   • Dust furniture, clean surfaces

   • Refill minibar (if applicable)

6. Vacuum carpet or mop floor.

7. Final check: lighting, TV, AC working.

8. Set room to “Occupied Clean” status.

B. Departure Room Cleaning

This requires deeper cleaning.

1. Open door and windows for airflow.

2. Strip bed completely → send linen to laundry.

3. Check for guest belongings (closet, drawers, safe).

4. Remove all trash & room service items.

5. Bathroom deep clean:

   • Scrub tiles, WC, sink, bathtub/shower

   • Replace all amenities & towels

6. Bedroom deep clean:

   • Dust high & low surfaces

   • Clean mirrors, windows, glass

   • Wipe wardrobe, minibar, drawers

7. Vacuum/mop floors thoroughly.

8. Replace all linen and AMENITIES fresh.

9. Reset thermostat, lighting, and curtains.

10. Set room to “Vacant Clean” for supervisor inspection.

C. Stayover / Make-up Room SOP

• Change linen only if guest requests or every 2–3 days per policy.

• Tidy guest items neatly.

• Replenish amenities & towels.

D. Turndown Service SOP

• Close curtains, dim lights.

• Turn down bed corner with decorative fold.

• Place slippers beside bed.

• Replace towels if needed.

• Provide amenities (water/night chocolate).

• Refresh bathroom.

• Empty trash.

• Set room to “Turndown Complete.”

6. Bathroom Cleaning SOP

Steps

1. Remove used linen & amenities.

2. Apply disinfectant to WC, sink, shower.

3. Scrub floor & walls.

4. Clean mirrors & chrome fittings.

5. Replace all amenities neatly.

6. Place towels according to hotel standard.

7. Spray air freshener lightly.

7. Floor Pantry SOP

• Keep locked when unattended.

• Store linen by category (bath, bed, etc.).

• Follow FIFO (First In First Out).

• Maintain minimum stock levels.

• Keep clean and pest-free.

8. Handling Lost & Found SOP

1. Do NOT touch expensive items without a witness.

2. Immediately inform supervisor.

3. Tag item with:

   • Room number

   • Date/time

   • Found by

4. Deposit into Lost & Found cabinet within 30 minutes.

5. Record in Lost & Found Log.

6. Perishable items discarded after 24 hours.

7. Valuable items stored in security for 90–180 days.

9. Maintenance Reporting SOP

Room Attendants Must Report:

• AC not cooling

• Light bulbs fused

• Bathroom leakage

• Broken furniture

• Electrical hazards

Procedure

1. Use maintenance request form / system.

2. Mark room as “Out of Order” or “Out of Service” if required.

3. Follow up for completion before releasing the room.

10. Safety & Hygiene SOP

• Wear PPE while cleaning.

• Never mix chemicals.

• Use color-coded cloths:

  • Red → toilet

  • Yellow → bathroom surfaces

  • Blue → glass/mirrors

  • Green → general surfaces

• Keep floors dry.

• Trolley must not block emergency exits.

• Report suspicious items or behavior immediately.

11. Quality Control SOP

• Supervisor inspects 20–30% rooms daily.

• Checkpoints:

  • Smell, dust, stains

  • Linen cleanliness & bed-making

  • Bathroom hygiene

  • Working condition of equipment

• Any room below standard → re-clean.

12. Documentation & Checklists

• Room Assignment Sheet

• Room Cleaning Checklist

• Floor Key Control Log

• Pantry Stock Register

• Lost & Found Log

• Maintenance Report Form

• Turndown Checklist