Standard Operating Procedures (SOP)

SOP: What They Are and Why They Matter

SOPs (Standard Operating Procedures) are written documents that establish specific, recurring actions. These documents standardize procedures and serve as the foundation for ready reference information on how to perform specific tasks.

SOPs are coded in various hotel departments and can be collected in a master SOP notebook that the General Manager and other interested parties can use to review all operational methods.

Standard Operating Procedures for the housekeeping department are written documents that guide daily routine work and implement changes in operational processes.

Why is a Well-Structured Housekeeping Workflow Important?

SOPs help employees understand how to perform specific tasks. All SOPs are similar in form, numbered, and typically stored in a reference manual that any employee responsible for carrying out a specific procedure can access—for example, a housekeeper for room cleaning.

Hotel managers often encourage and reward employees who participate in improving SOP procedures and find effective methods for completing tasks.

Hoteliers using cleaning standards note that SOPs primarily serve as guidance but should not suppress initiative for finding methods to improve work and enhance job quality.

Structure of an SOP Description

Structure of Professional Standards for Housekeepers and Other Housekeeping Staff

Typically, SOPs begin with a simple policy statement, followed by paragraphs with directives, procedures, explanations of forms and records to maintain, job responsibilities, and coordination relationships.

An SOP contains information about:

• The person responsible for carrying out the procedure, such as cleaning.
• Distribution of authority among employees.
• Procedures with their descriptions, such as what key control, room inspection, inventory, and handling of lost items mean, and how to conduct such procedures.

Example: SOP – Preparing for Room Cleaning

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: How to Prepare for Room Cleaning
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Understanding the importance of preparing for room cleaning
Required: Ensure all staff are ready to perform their daily cleaning duties.
Training Materials / Equipment: Sheet, pen, keys, cleaning supplies

Procedure Description

• Check the cart.

  Check the cart to ensure it is set up according to the established standard.

• Proceed to the guest room.

  Park the cart against the wall without touching it.

• Check the room attendant's report. Check the room attendant's report before knocking on the door.
  • What is the guest's name?
  • What is the VIP type?
  • What are the guest's preferences?

Minimum Standard

• Sufficient toiletries, tea, coffee, milk, and stationery according to standard for cleaning throughout the day.
• Exercise caution when moving the cart to avoid damaging the service area and doors.
• Ensure there is enough space for guests to pass.
• The cart should be parked 10 cm from the wall/guest room door.

Notes

• Loading the cart with necessary supplies based on the number and type of rooms on the floor.
• Avoiding overloading the cart to prevent possible accidents, such as items falling on a guest.
• Avoiding underloading the cart to avoid wasting time on unnecessary trips to storage for cleaning supplies.

Before entering the room, you should know the guest's name, preferences, and VIP status if applicable.

Example: SOP – Entering a Guest Room

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant, Supervisor (Floor Supervisor)
Procedure: How to Enter a Guest Room
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the correct procedure for entering a guest room.
Required: Ensure proper entry into guest rooms
Training Materials / Equipment: Sheet, pen, and keys

Procedure Description

• Knock on the door
• Enter the guest room

Minimum Standard

• Before entering any room—occupied, vacant, or being inspected—check for a "Do Not Disturb" (DND) sign.
• Knock on the door and say "Housekeeping..." in a pleasant voice, then wait five seconds for the guest to respond.
• If the guest is silent, repeat the above procedure.
• After knocking twice without receiving a response from the guest room, knock again, announce "Housekeeping," then insert the key.
• Slowly open the door and announce "Housekeeping" again, saying "Good morning / Good afternoon / Good evening" as you enter.
• If there is no response, enter the room.
• If the guest is sleeping or in the bathroom, quietly exit the room and carefully close the door.
• If the guest answers, ask when it would be convenient to service the room. Say: "Good morning / Good afternoon – I'm your housekeeper. My name is XXXX. May I ask when you would like your room cleaned?" After receiving an answer, confirm and exit the room.

Notes

Reasons why you should knock before entering a room:

• Protecting guest privacy
• Avoiding embarrassment for the employee

If you accidentally enter a room where a guest is present, an appropriate response would be: "I'm sorry to disturb you. Would you like your room cleaned?"

Example: SOP – Do Not Disturb Sign (DND)

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: Procedure When Encountering a "Do Not Disturb" Sign (DND)
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the correct procedure when encountering a "Do Not Disturb" sign (DND).
Required: Ensure compliance with correct procedure when encountering a "Do Not Disturb" sign
Training Materials / Equipment: Sheet, pen, room attendant report

Procedure Description

On Guest's Check-out Day

After the established check-out time or "late check-out" time expires, contact the front desk to determine if the guest has checked out. If not, front desk staff should contact the guest, inquire about departure plans, and inform housekeeping of next steps.

If the guest does not answer the phone call, the Supervisor should:

• Knock and enter the room
• If the guest has checked out:
  • The Supervisor removes the "Do Not Disturb" sign.
  • The Room Attendant proceeds with normal room service.
• If the guest has not checked out, the Supervisor should:
  • Inspect the room to ensure the guest is not present and unable to respond.
  • If the guest is not found, leave a written message requesting contact with management to clarify departure plans.
  • Notify the front desk that the room is still occupied.
• If the room is double-locked or blocked and the Supervisor cannot enter:
  • Notify the duty manager
  • Notify the duty security officer and forcibly enter the room.

During Guest's Stay

• Note the time the "Do Not Disturb" sign was discovered
• If the sign has not been removed by 4:00 PM and the room has not been cleaned – inform the front desk
  • If the guest has not contacted housekeeping by 4:00 PM that day to arrange service, make a call to the guest room, apologize for the disturbance, and ask if they would like to schedule service.
  • If the guest does not answer the call, notify the duty manager and security officer about the need to enter the room to ensure the guest is not present and/or incapacitated.
  • If the guest is not in the room, leave a message requesting they contact housekeeping to schedule service.

Minimum Standard

• Do not disturb guests with a "Do Not Disturb" sign unless specified in this SOP.
• If a room has been in "Do Not Disturb" mode for more than 12 hours, it must be checked by the Supervisor.

Notes

• Protecting guest privacy

Example: SOP – Daily Room Cleaning

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: Daily Room Cleaning
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the requirements and sequence of daily guest room cleaning
Required: Ensure guest room cleaning according to brand standard
Training Materials / Equipment: Sheet, pen, keys, cleaning supplies

Procedure Description

• Prepare the cart according to SOP (adequately stocked with bed linens, towels, toiletries, cleaning equipment, cleaning chemicals, etc.).
• Enter the guest room according to SOP.
• Remove all trash to the cart.
• Re-make the bed if linens have no stains. Otherwise replace.
• Clean the bathroom (guest bathroom) according to SOP.
• Wipe frames, glass, mirrors, walls.
• Replace toiletries, tea, coffee, milk, and stationery.
• Dust all hard surfaces.
• Vacuum the bathroom and guest bedroom.
• Inspect the room. Ensure everything is in place and all necessary items have been replaced.

Minimum Standard

• Do not use guest bed linens as a door stopper or for cleaning floors, dusting.
• During cleaning in the guest room, the door, curtains, and patio door should be open.
• Furniture must be returned to its original position, e.g., fold the sofa.
• Vacuum cleaner and other cleaning supplies should be in the room.
• Take bed linens matching the bed size and place on a chair.
• Inspect bed and pillows for cleanliness and condition.
• Place dirty sheets and pillowcases in the laundry cart.
• Dispose of trash from special bins and ashtrays into the trash cart.
• Used glasses, cups, trays, and ashtrays should be placed on the platform in the room's bathroom.
• Spray trays, ashtrays, glasses, cups with cleaning fluid and leave to soak, then wash.
• Make the bed.
• Dust using an extendable duster from the innermost corner of the room outward. Including tops of cabinets, shelves, TV, desk, and minibar.
• Disinfect glasses, cups, telephones, TV remote.
• Check condition of bath slippers and robe, replace if soiled.
• Close patio door and curtains.
• Wipe the entrance door.
• Close and lock the guest room door.

Notes

• If the housekeeper discovers damage during cleaning, it must be reported to the supervisor.

Example: SOP – Bathroom Cleaning (Guest Bathroom)

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: Bathroom Cleaning (Guest Bathroom)
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the requirements and sequence of guest bathroom cleaning
Required: Ensure guest bathroom cleaning according to brand standard
Training Materials / Equipment: Sheet, pen, keys, cleaning supplies

Procedure Description

• Open bathroom ventilation.
• Spray cleaning chemical in sink, bathtub, and shower. Leave for 5 minutes, then rinse and wipe residue.
• While waiting, clean the toilet with the toilet brush and wipe the lid and bowl with a separate red microfiber cloth.
• Wipe and treat the bathtub and sink.
• Use glass cleaner and blue microfiber cloth to polish shower enclosure, mirrors, and chrome fixtures.
• Replace the following toiletries: toilet paper, toilet block, shampoo, conditioners, moisturizing creams.
• Replace bath mat if necessary.
• Replace bath towels and hand towels, trash bin liner.
• Spray cleaning solution on the floor and mop.
• Close ventilation.
• Wipe the bathroom door and leave open after cleaning.

Minimum Standard

• Cleaned daily.
• Free from:
  • Hair
  • Trash
  • Dust
  • Stains
  • Rust
  • Odors
• Shower enclosure walls and bathtub cleaned of:
  • Soap film, dirt, stains
  • Hair
  • Mold
  • Rust
  • Limescale deposits
• In the shower, the faucet is set so water comes from the faucet, not the showerhead.
• In the shower, the drain rim is clean, the drain is not clogged. The drain plug is left open.
• The toilet functions properly.
• Toilet paper:
  • white, dry, without stains
  • at least ¼ roll remaining
  • facing outward
  • always accessible to the guest
  • replenished daily as needed
  • has a "V-fold" at the end

Notes

• If damage is discovered in the bathroom during cleaning, the housekeeper must report it to the supervisor (floor supervisor).

Example: SOP – Deep Cleaning Hotel Room

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: Deep Cleaning Hotel Room
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the requirements and sequence of deep cleaning a guest room
Required: Ensure deep cleaning of guest room according to brand standard
Training Materials / Equipment: Sheet, pen, keys, cleaning supplies

Procedure Description

• Prepare the cart according to SOP (adequately stocked with bed linens, towels, toiletries, cleaning equipment, cleaning chemicals, etc.).
• Take additional supplies required for deep cleaning.
• Enter the guest room according to SOP.
• Remove all trash to the cart.
• Clean hard surfaces: dust covers of cabinets, shelves, countertops, headboards and other furniture, tops of doors, windowsills and door frames, dust ceiling fans and light fixtures, as well as bedside, desk, and floor lamps, other lighting fixtures, fire sprinklers, smoke detectors, thermostats, glass bulbs, wall sconces.
• Bed, frame, mattresses:
  • Dust bedspreads, mattresses, pillows; send for dry cleaning if necessary.
  • Rotate and flip mattress, remove from box spring and inspect.
  • Inspect bed for bedbugs.
  • Clean surface under bed frame using steam cleaner or other suitable method.
  • Re-make bed if linens have no stains. Otherwise replace.
• Clean bathroom (guest bathroom) according to SOP.
  • Bath/shower area:
    • Replace plastic shower curtains and liners, clean or replace fabric curtains, remove hooks and wash in hot soapy water or special solution, cleaning each individually.
    • Inspect bath/shower enclosure for mold and damage, as well as fixtures, and report repairs or clean as necessary.
    • Check drain, clean if necessary.
    • Wipe and clean joints between tiles with bleach-based cleaner and small brush.
    • Clean walls and floor tiles, bathtub, shower with disinfectants.
    • Rinse all surfaces with clean water and dry.
  • Toilet:
    • Inspect fill valve, stopper, flush mechanism.
    • Wipe surfaces with sterilizing cleaner.
    • Clean and disinfect toilet.
    • Perform test flush.
  • Sink and area:
    • Replace towels, mats, washcloths, bath amenities.
    • Dust and clean light fixtures, mirrors, ceiling, vanity surface (countertop).
    • Polish plumbing fixtures.
    • Wipe hair dryer and check functionality.
• Window treatments:
  • Remove valance, drapes, curtains, and blinds.
  • Wipe and polish rods, hooks, and handles.
  • Wash blinds with mild detergent.
  • Vacuum curtains and spot clean.
• Window cleaning:
  • Clean window tracks.
  • Wipe and polish interior and exterior glass.
  • Wipe frames, hardware including handles and hinges.
  • Inspect and report necessary repairs or replacement of locks and opening mechanisms if needed.
• Furniture, trim, upholstery:
  • Vacuum and clean furniture, steam clean upholstered seat surfaces, check for stains, treat with stain remover if found.
  • Inspect furniture for tears, loose seams, or other damage and repair or replace as necessary.
  • Clean wood finishes with furniture polish, polish metal and laminate.
  • Wipe TV and monitor screen with special cleaner, treat phone, bedside clock, audio-video device, and TV remote with antibacterial.
  • Vacuum drawers and cabinets.
  • Inspect, clean, or replace coffee/tea makers, sterilize water reservoir according to manufacturer's instructions.
• Clean and wipe walls, doors, baseboards, switch plates, outlets and charging stations, door frames, hardware, and hinges.
• Replace toiletries, tea, coffee, milk, and stationery.
• Dust all hard surfaces.
• Vacuum bathroom and guest bedroom.
• Vacuum floor and clean hard-surface floor with appropriate disinfectant cleaner/polish.
• Steam clean mats and carpets.
• Inspect the room. Ensure everything is in place and all necessary items have been replaced.

Minimum Standard

• Do not use guest bed linens as a door stopper or for cleaning floors, dusting.
• During cleaning in the guest room, the door, curtains, and patio door should be open.
• Furniture must be returned to its original position, e.g., fold the sofa.
• Vacuum cleaner and other cleaning supplies should be in the room.
• Take bed linens matching the bed size and place on a chair.
• Inspect bed and pillows for cleanliness and condition.
• Place dirty sheets and pillowcases in the laundry cart.
• Dispose of trash from special bins and ashtrays into the trash cart.
• Used glasses, cups, trays, and ashtrays should be placed on the platform in the room's bathroom.
• Spray trays, ashtrays, glasses, cups with cleaning fluid and leave to soak, then wash.
• Make the bed.
• Dust using an extendable duster from the innermost corner of the room outward. Including tops of cabinets, shelves, TV, desk, and minibar.
• Disinfect glasses, cups, telephones, TV remote.
• Check condition of bath slippers and robe, replace if soiled.
• Close patio door and curtains.
• Wipe the entrance door.
• Close and lock the guest room door.

Notes

• If the housekeeper discovers damage during cleaning, it must be reported to the supervisor.

Example: SOP – Housekeeper Appearance

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Standard Operating Procedures and Training Manual

Department: Housekeeping
Job Title: Room Attendant
Procedure: Housekeeper Appearance
Procedure No.: HSKP-XXX
Time Required: -

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Prepared by: (Name)
Position: Assistant Executive Housekeeper
Signature: __________
Date: __.__.____

Approved by: (Name)
Position: Executive Housekeeper
Signature: __________
Date: __.__.____

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Purpose: Know the appearance requirements for housekeepers

Standard Description

The housekeeper commits to maintaining a neat appearance, caring for their uniform, and keeping it in good condition. Rules for housekeeper appearance in hotels include:

• Clean and pressed uniform.
• Clear nail polish without bright colors.
• Wedding ring, watch, and subtle chain, small stud earrings.
• Hair does not touch the collar.
• Glasses are not tinted.
• No excessive jewelry.
• Hair neatly combed back.
• Light and natural makeup.
• Light and subtle perfume scent.