Housekeeping Two

8/11/2019 Housekeeping Two

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Policies and ProceduresSection No. TAG-HSKDepartment:

Housekeeping Revision No. IIDate January 2005Topic:

Table of Contents Page 1

COMPANY CONFIDENTIAL

2004. Ascott International Management (2001) Pte Ltd. All Rights Reserved. No part of thisdocument may be resold, reproduced or transmitted in any form by any means without the

written consent of the publisher.

00.Policies and Procedures Manual

01. Organization Chart Property02. Organizational Chart - Department03. Job Descriptions04. Product Differentiation Ascott04A. Product Differentiation Somerset05. Show Apartments06. Telephone Answering07. Key Control08. Uniforms09. Cleaning of Uniforms10. Equipment Requirements and Record Keeping

11. Mandatory Deep Cleaning Schedules and Records12. Deep Cleaning of Back of House and Public Areas13. Pest Control14. Landscaping/Planters15. Schedule of Housekeeping Services16. VIP Procedures17. Welcome Package18. Residents Special Occasion19. Pre Arrival Inspections20. Apartment Inventory Checklist and Procedures21. Toiletries22. Minimum Requirements Kitchen Equipment/Supplies23. Linen Requirements24. Linen Stocks and Inventory Procedures25. Breakfast Buffet26. Food Hygiene27. Housekeeping Cart Specification and Basic Stock28. Housekeeping Storage Area29. Housekeeping Assignment Sheets30. Cleaning Basics Kitchen31. Cleaning Basics Living Area

32. Cleaning Basics Bathrooms33. Residents Directory34. Inspection Frequency35. General Inspection Tips36. Odour Control37. Mattress Flipping38. Items for Rent39. Resident Request Items40. Resident Request Procedures


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Policies and ProceduresSection No. TAG-HSKDepartment:


Table of Contents Page 1




41. Do Not Disturb Procedures

42. Breakage/Loss of Residents Personal Items43. Breakage/Loss of Property by a Resident44. Apartment Safety Box Procedures45. Maintenance Work and Repairs Procedures46. Resident Laundry Pick Up Procedures47. Resident Laundry Processing Procedures48. Delivery and Presentation of Residents Laundry49. Baby Sitting Services50. Placing an Apartment Out of Order51. Pet Policy52. Baby Cot Specifications

53. Extra Bed Specifications54. Duties Not Performed by Housekeeping Staff55. Rubbish Chutes


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Policies and ProceduresSection No. TAG-HSK-00Department:


Policies and Procedures Manual Page 1




Policy: To ensure that each department has the proper sections of thePolicies and Procedures Manual in their department.

Procedure:1. It is the responsibility of the Department Head to ensure that the

department copy of the Policies and Procedures Manual is completeand up to date.

2. The department copy must include the following sections:

Introduction

Management

Crisis Management Manual

Basic Grooming & Courtesy

Effective Telephone Skills

Housekeeping

Audit Checklist (related to Housekeeping)


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Organisational Chart Property

Page 1




Policy: To ensure that all employees know the managers and the reportingstructure of their property.

Procedure:1. Each department must post a property organisational chart in an area

visible to all employees.

2. This chart varies from property to property.

3. Insert a chart that reflects all the Management positions of yourproperty.

4. Make sure to include:

All Department Heads

Operations Manager if applicable

Property Manager

Country General Manager


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Organisational Chart Department

Page 1




.Policy: To ensure that all employees know the Department Head and thereporting structure of their department.

Procedure:1. Each department must post an organisational chart in an area visible to

all employees.

2. This chart varies from property to property.

3. Insert a chart that reflects all the positions of your department.

4. Make sure to include:

All Housekeeping staff

Department Head


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Job Descriptions Page 1




Policy: To ensure that employees are thoroughly briefed on what his or herspecific job duties entail and that the employee can meet these expectations.

Procedure:1. The Department Head is responsible for keeping an up to date job

description for each position within the department in the Policies andProcedures Manual.

2. Each new employee must receive a copy of the appropriate jobdescription when they are hired.

3. If you have addition positions within your department that are not listedhere, please ask your Human Resource Manager to help you write aJob Description for that position.

Have it approved by the Human Resource Department.

Email a copy to the Product, Process and ProcurementDepartment.

Add the additional Job Description to your department Policiesand Procedures Manual.

4. New Job Descriptions to be distributed by Human Resource.


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Policies and ProceduresSection No. TAG-HSK-04ADepartment:


Product Differentiation - Somerset Page 1




Policy: To provide a product and service differentiation between The Ascottand Somerset properties.

Product or Service L/Stay S/Stay

- min. 1 Intl newspaper on display

In-room amenities

a. ToiletriesSomerset Logo

Somerset Logo Bath Gel 50 ml 30 ml

Somerset Logo Conditioning Shampoo 50 ml 30 ml

Somerset Logo Body Lotion 50 ml 30 ml

Somerset Logo Soap Bar 50 g 25g

The above is replenished.

b. Others

- Tooth brush on request

- Shower Cap on request

- Sanitary Bag on request- Cotton Buds on request

Amenity or Service

- Yukata

- Weighing Scale (conventional)

- Umbrella

- Laundry bags , plastic

Welcome Basket

- Fruit (4 pcs)

- Coffee, Tea, Milk, Sugar (4 each)

- Bottled water replenished daily for short stays 4 2- Soft drink (4 each)

- Biscuit (2 packs)

Potted Plants / Flowers

- Reception desk

Background lobby music - Light Jazz


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Show Apartments Page 1




Policy: To ensure that there are show apartments available and ready to viewimmediately should a potential client wish to see one.

Procedure:1. The Housekeeping Department Head, in coordination with Property

Manager, must ensure that a fair representation of different apartmentconfigurations is available to use as Show Apartments on a daily basis.

2. Apartments must be placed in Out of Order status, using the ShowApartment code.

Pick an apartment that is not sold anytime soon.

Try to keep the same apartments for as long as possible.

Pick a range of apartments that have different numbers ofbedrooms and configurations.

Include an apartment that showcases different amenities suchas child friendly features, showing an extra bed in the secondbedroom, or even a room set up to accommodate a person whois receiving medical attention if any of these feature areapplicable to your market. Tailor it to your market.

These are potential clients and a variety makes it easier to close

a sale.

3. If occupancy rises above 90% then release the apartments from Outof Order status as endorsed by the Property Manager but still use as ashow apartment until it is sold.

Front Desk will then have to use the manual log book to recordthe apartment numbers of the Show Apartments.

4. The apartments must be clean and ready to use as a showroom by9:00 am at the latest on a daily basis.

Supervisor must ensure that apartment is ready by specified

time. Supervisor must call the Front Desk after he/she has inspected

the room and verified that it is ready for show.

5. The Show Apartments must have the following in place:

Fresh cut flowers attractively displayed and visible as you enterthe apartment.


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Show Apartments Page 2




A Welcome Amenity attractively displayed, using a fictitious

Residents name for the card. All collateral must be in excellent condition with no signs of wear

and tear.

The second bedroom can be set up as a childrens room orstudy etc. to suit the market.

One apartment must be stocked with soft drinks in therefrigerator and a coffee/ tea set up. This apartment should bethe last one shown to the potential Resident and the Front OfficeRepresentative (or whoever is doing the show around) shouldoffer the potential Resident a soft drink while the contract isbeing negotiated. This is only applicable if the property does nothave a proper meeting room to take the clients to after the showaround.

All lights must be on.

Air-conditioner must be on and set to company standard.

Instrumental or Jazz music must be playing softly.

Apartment must present a warm and inviting appearance as ifwe were just waiting for the potential client to check in.

6. It is the responsibility of the person who is in charge of the showaround to call Housekeeping after they have served the prospective

Resident soft drinks, etc so that the apartment can be refreshed beforethe next client is escorted to the apartment.

7. Supervisors must close down the Show Apartments each evening after7:00 pm unless otherwise instructed by the Property Manager.

Turn off all lights.

Turn off the music.

Turn off air-conditioner.


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Telephone Answering Skills Page 1




Policy: To ensure that all phone calls are answered professionally andefficiently.

Procedure:1. All incoming phone calls will be answered within three rings.

2. External phone calls will be answered with the following phrase:Good morning/afternoon/evening (Property Name). How may I helpyou?

3. Internal calls will be answered with the following phrase:Good morning/afternoon/evening Housekeeping. This is(Your Name).

4. Employees must use the Residents name at least twice during theconversation once the Residents name is known.

5. Name usage must be natural and discreet.

6. Employees may not ask Who is calling when calls come in for theDepartment Head.

7. If Department Head or Supervisor is not available, offer to take amessage.

8. Message should include the following:a. Day and Time of the call.b. Whom is calling.c. The message.d. Phone number where the caller can be reached.e. Name of employee taking the message.

9. A proper message book should be kept. One that has carbon copies ofmessages written and that holds all the messages in one place.

10. If line staff receives phone calls, politely tell the caller that theemployee is working and that they should call them after workinghours.


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Telephone Answering Skills Page 2




11. Only take messages for line staff if it is an emergency then deliver the

message immediately.

12. The Department Head should be made aware of employees receivingpersonal phones calls during working hours or if the emergencyexcuse is abused.


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Policies and ProceduresSection No. TAG-HK-07Department:


Key Control Conventional Keyand Electronic Lock System

Page 1




Policy: To ensure all Master keys are secured and that proper key controlprocedures are in place.

Procedure:Conventional Key Lock System:

1. All keys belonging to the Master Key system must be locked in the Keypress in Security Office or back office. It shall only be accessible by

authorized personnel.

2. Master keys or Administration office keys may be drawn and stored atSecurity Office or back office. A sign in / sign out procedure must be inplace.

3. Master Key(s) or Administration office key shall not be held overnight.

4. Master Key is to be placed and sealed in a fresh envelope. To avoidthe envelope from bring tampered, Manager-on-duty or PropertyManager shall then initial onto the sealed label. The sealing label must

be accompanied with another witnesss acknowledgment and it mustbe glued or taped with scotch tape.

5. A Master Key Record book is used to record Master Key movement.

6. Circulation of Master Keys shall be kept at a minimum.

7. Key blanks must be held only by Finance and Administration Manager(FAM) or Department Head.

8. Finance and Administration Manager (FAM) is responsible to assign

the Master Key access level right and approved by the PropertyManager.


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Page 2




Common Conventional Master Key System:

AuthorisationSystem

Access Level Operating Means

Grand MasterKey

Property Manager ornext in line

An operating key which allowsaccess to all doors and doublelocked functions.A spare Grand Master Key shall besealed and locked in theManager-on-Dutys key press.

Master Key Property ManagerManager-On-DutyFront Office Manager

HousekeeperChief Engineer

Security Manager

An operating key which allowsaccess to all doors except doublelocked functions.

Floor Master Key HousekeepingSupervisor

An operating key which allowsaccess to a group of floor levels,example 7thto 10thfloor. It shallhave more than one grouping in anycase.

Apartment Key Housekeeping RoomAttendant

An operating key which allowsaccess to a particular apartment ofthe property

9. Staff who loses a Master key must report to department head.Duplicating of key shall only be possible when department head make aloss report. Loss of Master Key may lead to termination of staffmember.


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Page 3




Procedure:Electronic Card Key System

1. All Card keys blanks must be secured at Front Reception.

2. Card keys belong to Master Key system must be locked in the key press inSecurity Office or back office. It shall only be accessible by authorisedpersonnel. Housekeeping Department may secure their assigned MasterKeys in their own department.

3. Manager-on-duty shall duly sign out and sign in the Master Card Key

during Managers shift hand over.

4. All Master Card keys drawn must be properly secured with individuals.

5. Master Card Key is to be placed and sealed in a fresh envelope. To avoidthe envelope from being tampered, Manager-on-Duty or Property Managershall then initial onto the sealed label. The sealing label must beaccompanied with another witnesss acknowledgment and it must be gluedor taped with scotch tape.

6. Portable Programmer shall be kept in a secured locked safe accessible by

authorised personnel as assigned by Finance and Administration Manager(FAM) and approved by Property Manager. Two authorised personnelshall be equipped with two different sets of password or keys to open thesafe and retrieve the portable programmer.

7. Finance and Administration Manager is responsible to assign the accesslevel code and approved by the Property Manager.

8. Only Property Manager is allowed to programme Master Key according tothe approval Access Level Plan formatted by the Finance andAdministration Manager. All issuing or deletion shall be recorded in KeyRecord Book for daily auditing.


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Page 4




Common Master Electronic Card Key System:

Authorisationlevel

Access level Operating Means

Grand MasterElectronic CardKey

Property Manager or nextin line

Grant access to all functions,except double locked functions.

EmergencyElectronic CardKey

Property ManagerManager-On-DutySecurity Manager

Grant access to double lockedfunctions.

Master ElectronicCard Key Property ManagerManager-On-DutyFront Office ManagerHousekeeperChief EngineerSecurity Manager

Grant access to every apartmentexcept double locked functions.

Sub MasterElectronic CardKey

HousekeepingSupervisors

Grant access to a group of floorlevels, can have more than 1group in any case

Floor MasterElectronic Card

Key

Housekeeping RoomAttendants

Grant access to a particular floor ofthe property

Staff ElectronicCard Key

StaffContractors

Grant access to service lifts /common areas / back of the house

9. Circulation of Master keys shall be kept at a minimum.

10. Staff who loses a Master/staff card key must report to Department Head.Reprogramming of card key shall only be possible when departmenthead make a loss report. Loss of a Master Key may lead to termination

of staff member.

11. Emergency Key must be sealed in an envelope and secure in a safe/keypress accessible by the Property Manager, Manager-on-Duty or SecurityManager. To avoid the sealed envelope been tamped, drawer shall initialonto the sealed label. The sealing label must be accompanied withanother witnesss acknowledgment and it must be glued or tape up withscotch tape.


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Page 5




12. A property that equips card reader(s) in staff entry access, exampleservice lifts etc, shall have all staff cards programmed with a periodvalidity.

Each staff card shall be programmed with a 3 month periodvalidity and reprogrammed after every 3 months. Considerationmay be given in reprogramming staff cards for each departmentin alternate months.

The staff card shall be programmed with time validity. Example,Front Office staff may work 3 rotating shifts, they shall have 24

hours access to the Property. Housekeeping staff may work 2rotating shifts; his/her staff card shall then only allow him/her toaccess Property between 0600hrs to 2400hrs.

Staff will not be able to access the Property outside the stipulated hoursunless assisted by Security Department.


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Page 6




Housekeeping:1. All keys must be tagged for easy identification by Security and the

Housekeeping Department Head.

2. Identification should not be the actual apartment number in case thekey is lost or stolen. E.g. tag could read 8706 for key to apartment 706.

3. Verification of key inventory must be done at the beginning of the shiftand the end of the day. Signatures are required.

4. Sample Key Sign In/Out Sheet is attached.

Key tag number should be pre-printed on the sheets nothandwritten.

Use one key sheet for each day.

File and hold for 3 months in case of the possibility of aninvestigation of a security matter in the future.

Any broken or missing key(s) at the beginning and/or end of theday should be noted in the Remarks column on the Key Tagline. This helps track when a key is out for long periods of timesuch as cutting a key, etc.

Lost of damaged conventional keys require Engineering tochange the cylinder in the actual lock. Take the spare key and/orbroken key to Engineering. They will return new keys when thelock is fixed.

5. The Housekeeping Department Head is ultimately responsible for allapartment master keys. Due diligence is advised.


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INSERT

PROPERTY

LOGO

HERE

KEY REQUEST FORM

Conventional Key/ Electronic Key for Resident and Back of thehouse.

Department: ___________________ S/no___________

From: __________________ Date: _______________

Residence Key was found: please tick appropriate box.Residence Lost Key

Residence Broke Key

Residence Key Faulty

Please cut ___________ Key (s) for Apartment No: _________________(amount)

______________________Operations manager/FAM Approve/Not Approve

Date: ______________

Please issue _______________ blank key(s) for the above Apartment.(amount)

_________________________________Signature & Date*Chief Engineer to sign for blank keys

Lock set change from Apartment No ________ to Apartment No __________

*Finance to update key press of change of lock set.

Please receive _________key(s) cut for Apartment No _____________(amount)

______________________Signature & Date

*Finance Manager to sign cut key(s)

Please receive ________ key(s) for Apartment No ________________(amount)

______________Signature / Date.F.O.M to sign and acknowledge receipt of cut key(s) from Finance.


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Uniforms Page 1




Policy: To ensure that an adequate supply of uniforms are available to beissued.

Procedure:1. An inventory of stock uniforms must be completed every quarter

(March, June, September, and December).

2. All uniforms must be marked on the inside with an identification numberfor tracking purposes.

Blank labels must be sewn in when the uniforms arrive onproperty. Make sure a good accounting procedure is in place.

Sew in a blank white piece of cloth about 4 cm long and 2 cmwide to the manufacturers label or to the actual garment whereit cannot be seen by Resident or is not an irritant to theemployee.

Write the uniform code number on this label using an indelible(permanent) marker.

3. All employees must be issued at least 3 pars of uniforms.

Some countries will require more shirts or jackets as the

weather dictates. High humidity causes some employees to perspire more and

thus require the employee to change during the day to maintaina professional appearance.

Issue enough sets to allow the uniforms to be cleaned properlyon a regular basis.

4. Employees must sign the Uniform Issuance Card when he/she firstjoins the company. This card states that the employee will be heldfinancially liable if he/she does not return all the uniforms when he/sheterminates employment with us.

5. Uniform Issuance Card must be a three part form with copies going tothe following individuals:

Human Resource Department keeps the original.

Housekeeping Department Head keeps the second one in theuniform issuance file.

Employee keeps one for their records.


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Uniforms Page 2




6. Following must be included on the Uniform Issuance Card:

Name of employee Date of issuance ( might not be hire date)

Type of garment

Uniform code number

Pieces issued under each code

Paragraph stating financial obligation

Signature of employee

All uniform returned upon termination: Y/N

Explanation

7. Sample of Uniform Issuance Form attached.

8. The employee must return all uniforms issued to him/her on their finalday of employment. This will be verified by the HousekeepingDepartment Head when he/she signs off on the Uniform Issuance Cardand send this copy to the Human Resources Department.

9. If a signed copy of the Uniform Issuance Card is not received by theHuman Resource Department, then HR must withhold the appropriateamount of money (predetermined by the Housekeeping DepartmentHead) from the employees last payroll check.

10. Inventory Procedures are as follows:

Alert entire staff of property that a uniform inventory is about tocommence. This step is only necessary if uniforms are turnedinto a Uniform Department on a daily basis.

All staff members must ensure that all uniforms have been givento the Uniform Department. They may collect clean ones thefollowing morning before their shift starts.

Group uniforms by department if not on hanging racks already.

Group uniforms by code numbers.

Group stock uniforms by department.

Count stock uniforms and record number on inventory sheet.

Return stock uniforms to storage and seal. Mark with the date ofinventory.

Count each uniform and record number of pieces or verificationof presence by the uniform number on the inventory sheet.


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Uniforms Page 3




Each employee should have 3 complete uniforms. Make sure all

are accounted for. Remember that employees may be workingat the time of the inventory. Check with Department Head toensure an accurate count.

Record number of discarded uniforms.

Beginning tally should equal end tally.

Investigate any discrepancies.

Adjust ending tally by subtracting discard uniforms and placethis number in the Beginning tally for next time.

11. All discard uniforms must be torn up if they have The Ascott orSomerset logo before throwing away. No logos allowed off property.

12. Discard uniforms without logos may be donated to a local charity withthe permission of the Property Manager.

13. A sample Uniform Inventory Sheet is attached.


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Uniform Inventory

Type of Uniform: Receptionist Jacket Date:_____________

Uniform

Number

Beginning

Inventory

Remarks Ending

Inventory

Remarks

RJ101

RJ102

RJ103

RJ104

RJ105

Stock sz 6

Stock sz 8

Stock sz 10

Stock sz 12

Total number of pieces last inventory ( dd/mm/yy):______________

Total number of pieces this inventory:_________________________

Number of uniforms to discard this period:_____________________

Need to Order

Size 6

Size 8

Size 10

Size 12

INSERT

PROPERTY

LOGO

HERE


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Uniform Issuance Form

Date___Aug. 25,2004

Name of Employee Ivy Tan Remarks

Employee Number G12345J

Department Receptionist

Uniform Code Number: Number of pieces issued

RJ101 3 Size 8

RS104 3 Size 6

RSC110 2 scarf

INSERT

PROPERTY

LOGO

HERE

I hereby acknowledge that I will be held financially responsible for these uniforms if theyare damaged by misuse or neglect, lost or stolen or not returned upon completion of my

term of employment. The amount determined by the Housekeeping Department Head

will be withheld from my last payroll check upon notification if the above conditionsexist.

__Ivy Tan______ _____Rebecca Ho__________Employee Signature Housekeeping Department Head

Uniform Returned Y/N Remarks:


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Cleaning of Uniforms Page 1




Policy: To ensure that all employees uniforms appear neat, crisp andprofessional at all times.

Procedure:1. It is each Department Heads responsibility to ensure that all their

employees have proper fitting uniforms and that these uniforms appearclean and crisp at all times.

2. Department Heads must do visual inspections everyday to ensure theuniforms being worn by their staff are clean and well maintained.

Any employee on duty wearing a dirty uniform, one that smellsor has worn threads and/or other deficiencies, must be asked tochange into a clean uniform immediately.

3. The Housekeeping Department Head will develop a procedurewhereby all employee uniforms being sent out to the vendor to becleaned will be tracked by the following:

Name of the employee.

Type of garment.

Each time the garment is cleaned (time/date of drop off and

time/date of pick-up.

4. There should be a log book whereby the employee enters his/hername, employee number, what garments are being left to be cleanedand the date.

Linen Room/Uniform Attendant, (If this position exists), can usethis to track the movement of uniforms.

Employees should also indicate any defects with the uniformsuch as a missing button or tear in the uniform.

5. This procedure is to ensure that all employees are having their

uniforms cleaned regularly thus helping to extend the life span of theuniform.

6. If the Housekeeping Department Head sees that an employee is nothaving their uniform cleaned regularly, he/she will ask that employeesDepartment Head to issue the appropriate disciplinary action.

7. See attached example of log book page.


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INSERT

PROPERTY

LOGO

HERE

Uniform Cleaning Log Book

Date___________

Employee Name

(Print)

Employee

Number

Department Garment(s) to be Cleaned Defects to be correct


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Equipment Requirements andRecord Keeping

Page 1




Policy: To ensure that the Housekeeping staff have the proper equipmentavailable to them in order to execute their job in a professional manner.

Procedure:1. The lists below are not exhaustive.

2. Equipment needs will vary from property to property but the basicslisted are required.

3. Room Attendantto carry on a daily basis:

Angle broom

Mop with detachable mop head

Dust mop with extendable handle/ (high dusting)

Commercial upright vacuum cleaner that is able to lay flat

Window/mirror squeegee with extendable handle

Plastic lined bag to carry chemical and / or cleaningequipment

Square plastic bucket to hold mop water

Plastic bucket to carry supplies if carts are not used

Toilet brush

Soft bristle brush for general cleaning

Tooth brush

CLEAN white rags for cleaning kitchens and general areas

CLEAN blue rags for cleaning bathrooms

Spray bottle containing All Purpose Cleaner

Spray bottle containing Bathroom Cleaner

Spray bottle containing Air Freshener

Spray bottle containing degreaser to be used on kitchenappliances

WD40 or equivalent product used to treat rust on appliancesand door hinges

Room Attendant Servicing Room sign


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Page 2




4. Items to be easily accessible by the Room Attendants: Putty knife (remove gum)

Oven Cleaner

Vinegar (to clean coffeemakers)

Spotting Chemicals (employees must be trained to usethem properly)

Spotting brush

Small stepladder

5. Housekeeping carts must be kept clean and neat at all times.

6. Repaint and fix deficiencies as necessary. Residents see themeveryday.

7. Cleaning supplies must be carried in a plastic bucket, caddy or plasticlined carrying bag.

This is to avoid chemical stains on carpeting or flooring.

8. All chemicals must be labelled with the name of the chemical in thebottle.

Countries with OSHA or HAZCOM regulations in effect

should follow those laws. NEVER MIX CHEMICALS.

9. Public Area Attendants:

Floor polisher- disc machineYellow or white nylon pads (soft)Green or blue nylon pads (medium)Black or dark brown nylons pads (hard)

Floor squeegee

Angle broom

Push broom to clean larger areas Dust mop for the floor

Window squeegee with extendable handle

Dust mop with extendable handle (high dusting)

Small stepladder for general use

5-foot ( meter) stepladder for projects

Commercial vacuum cleaner appropriate size for the areato be vacuumed


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Page 3




Commercial upright vacuum cleaner for smaller areas Hand held vacuum (public area furniture)

Wet/Dry vacuum cleaner

Spray bottle with All Purpose Cleaner

Spray bottle with Air Freshener

Clean white rags

10.Record Keeping:

Keep a file with product literature for each type of equipmentpurchased. Useful when ordering parts or doing

maintenance. Create a spreadsheet on the computer to record information

about each piece of equipment. Include Brand Name/Type,Tracking Number, Date of Purchase, Maintenance Requiredand Maintenance Performed.

Submit all warranties on a timely basis.

Discreetly number each piece of electrical equipment(vacuums, polishers, etc.).

Keeps a typed, standard form to track the employee usingthe equipment, the number of the actual machine and statusof the machine.

11. Example of Equipment Form attached.

12. Example of Equipment Sign In/Out Sheet attached.


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Equipment Sign Out/ In Log

Date__Aug 18, 2004

Code

No

Print Employee

Name

Initial Time

Out

Time

In

Remarks

VC001 Ivy Tan IV 9:10 12:15 Motor stopped/ Eng.

VC002

VC003

VC005 Ivy Tan IV 12:20 5:00

VC006

WV001

WV002PM001

PM002

VC = Vacuum Cleaner

WV= Wet Vac

PM = Floor Polish Machine

Notes: VC001 in Engineering to have motor fixed. Pick up on 20th

.

________________________________________________________________________________________________________________________________________________

________________________________________________________________________

________________________________________________________________________________________________________________________________________________

________________________________________________________________________

_____________________________________________________________

INSERT

PROPERTY

LOGO

HERE


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Mandatory Deep CleaningSchedule and Records

Page 1




Policy: To ensure that the furnishings are being properly maintained and toextend the life of the furnishings and fixtures.

Procedure:1. All properties must complete two turnovers (deep cleaning cycles) a

year.

2. Turnover must include the following:

Shampoo carpets Shampoo upholstery

Strip and wax floors

Wash blankets

Dry-clean duvet

Wash bed throw/bed spread

Wash bed skirt and iron

Wash walls

Repaint walls if necessary (Engineering)

Touch up all woodwork and repair any damage (Engineering)

Defrost refrigerator/freezer

Deep clean oven/microwave

3. Curtains must be taken down and cleaned every two years.

4. Sheers must be taken down and cleaned twice a year.

5. Mattresses must be flipped and vacuumed quarterly.

6. Engineering has a number of projects to complete during the turnover.Housekeeping and Engineering must work closely together to ensure

all the projects are completed in a timely manner.

7. Use the Maintenance Work Order program of the Hotel InformationSystem (HIS) computer system to plan and coordinate the time theapartment is to be out of order for Turnover.


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Page 2




8. Housekeeping Department Head must keep notes in the computer totrack the status of all Deep Cleaning projects in each apartment.

Apartment number one sheet per apartment

Year

Project name

Project due dates

Date project is completed

Total cost of the project ( use for budget purposes)

Remarks

9. Include these projects in the budget and plan ahead to ensurecompliance.

10. The Maintenance Work Order section of the HIS computer system is

also very helpful.

11. You can schedule projects in advance and Engineering can check thestatus as well.

a. Enter the dates you want the apartment out of order forTurnover.


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Page 3




b. The HIS system will block the room and it cannot be sold duringthis time period without prior approval from the HousekeepingDepartment Head.

c. Plan both Turnovers well in advance.

12. This file will be very handy when it is time to prepare the followingyears budget for Housekeeping and Engineering.

13. See attached Turnover Checklist.

14. See attached Projects List for Apartment.

15. See attached Master Tracking form (used for other purposes as well).


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Turnover Checklist

Apartment Number:_________ Date:_____

Project Completed Remarks

Y/N

Air Condtioner filters changed - Engineering

All small applicances deep cleaned

All wall paper in good repair- Engineering

All walls freshly painted - Engineering

Bed mattress shampooed

Bed pillows cleaned

Carpet shampooed

Collateral replaced with new pieces

Counter tops are all in good condition/ touched up(marks, nicks, discolration.)

Curtains cleaned

Drain/ flow trap junctions cleaned out - Engineering

Fire Extinguisher is inspected and up to date.

Furniture throughout has been touched up (marks, nicks, discoloration)

Grouting throughout the bathrooms in good condition

Hard wood floors waxed/sealed

Hot water unit serviced - Engineering

Lamented floors scrubbed and waxed

Oven unit deep cleaned

Refrigerator/freezer defrosted

Sheers cleaned

Shower curtain cleaned or replaced

Smoke dectors have new batteries

Stone floors scrubbed /sealed

Upholstry Shampooed/ deep cleaned

Washer/Dryer deep cleaned

INSERT PROPERTY LOGO HERE


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Projects List for Apartment #________ Year: __________

Project Due Date CompletedOn

Total Cost Remarks

Turnover 1

Turnover 2

Turnover 3

Turnover 4

Curtains cleaned

Sheers cleaned 1

Sheers cleaned 2Mattress flipped 1

Mattress flipped 2

Mattress flipped 3

Mattress flipped 4

Remarks:________________________________________________________________________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________________________________________________________________________________

________________________________________________________________________

________________________________________________________________________________________________________________________________________________

________________________________________________________________________

INSERT

PROPERTY

LOGO

HERE


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Master Tracking Form

Month:_____________________ Project:_________________

Apt Apt Apt Apt Apt Apt

201 308 414 609

202 309 415 610

203 310 611

204 311 501 612

205 312 502 613

206 313 503

207 314 504 701

208 315 505 702

209 316 506 703

210 317 507 704

211 318 508 705

212 319 509

213 320 510 801

215 511 802

216 401 512 803

217 402 513

218 403 514 901

219 404 515 902

220 405

406 601

301 407 602

302 408 603

303 409 604

304 410 605

305 411 606

306 412 607

307 413 608


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Deep Cleaning of Back of theHouse and Public Areas

Page 1




Policy: To ensure that the furnishings are being properly maintained and toextend the life of the furnishing and fixtures.

Procedure:1. The Housekeeping Department Head is responsible for ensuring that

the Public Areas and the Back of the House (including all storerooms,luggage rooms and offices) are kept clean and well maintained.

Establish a program to have all upholstery cleaned on a timely

basis. Establish a program to have all curtains and/or window

coverings properly cleaned on a timely basis.

Establish a program to have all floors deep cleaned (strippedand waxed) as necessary depending on the type of flooringmaterial used i.e. stone, marble or linoleum, etc.

Expand this list as necessary to suit your particular needs ineach property.

2. See attached example of schedule for cleaning projects in the PublicArea and Back of the House.

3. If these areas are given to a cleaning contractor, it is still theHousekeeping Department Heads responsibility to see that the aboveprograms are in place.

Make sure to include in all cleaning contracts.

Schedule weekly walk throughs with the cleaning contractvendor and have all deficiencies corrected immediately.


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Area Task to be Completed Scheduled

Date

Scheduled

Date

Sc

PMs Office Curtains dry cleaned

Floor stripped and waxed

INSERT

PROPERTY

LOGO

HERE

Upholstery cleaned

XXX Office(s) Curtains dry cleaned

( list all Floor stripped and waxed

Individually) Upholstery cleaned

Luggage Rm Floor stripped and waxed

Back of House Hallway floors to be stripped and waxed

Elevator floor to be stripped and waxed

Locker Rooms Floors to be stripped and waxedLockers to be emptied and sprayed with insecticide

Clean top of lockers

Deep clean shower stalls

Residents Lounge Shampoo Carpet

Clean upholstery (shampoo or have dry cleaned)

Curtains dry cleaned

Window treatments cleaned

Floors stripped and waxed

Walls washed

Kitchen Area Defrost refrigerator

Wash walls and cabinets inside and outStrip and wax floor

This is not a comprehensive list. Only an example. Expand your list as necessary.


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Pest Control Page 1




Policy: To ensure that all apartments, Public Area spaces and Back of Housespaces are free of insects and termites.

Procedure:1. Housekeeping Department Head must develop a pest control program

that effectively rids the apartments, public area spaces and back ofhouse spaces of insects and termites.

2. All areas must be sprayed with insecticide at leastonce a month. Moreoften if the situation dictates.

3. Pest Control operators must be escorted from room to room withineach apartment by property staff.

4. Housekeeping must put a letter announcing the day(s) that the PestControl vendor will be in the apartments. This gives the Resident timeto prepare.

5. If Resident would like to arrange a different time or day, make thearrangements and note in the office log book.

6. See attached example of letter to the Resident.


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Use your Propery

Letterhead

S I N G A P O R E

A U S T R A L I A

B E L G I U M

C H I N A

F R A N C E

G E R M A N Y

I N D O N E S I A

J A P A N

M A L A Y S I A

N E W Z E A L A N D

P H I L I P P I N E S

S P A I N

T H A I L A N D

U N I T E D A R A B E M I R A T E S

U N I T E D K I N G D O M

V I E T N A M

4 May, 2005

Dear Residents,

Apartment Pest Control Schedule

As part of our ongoing Housekeeping programme, a routine pest control

exercise will be carried out on 28th

and 29th

October 2004 from 1000hrs to1700hrs. However, if the time indicated is not favorable to you, inform our

Housekeeping Department to arrange for an alternative time which would

best suit your needs.

For your own comfort, we would like to inform you that there may be a

slight trace of odour which you may find rather unpleasant. We will behappy to refresh your apartment if you should require it.

You are also encouraged to cover any food items or store the food in the

refrigerator as the chemical may leave the food with an unpleasant ordourand taste.

We will ensure all efforts are made to minimize any inconvenience caused.Please feel free to contact us for further details.

Regards,

XXXXXXX

Manager


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Housekeeping RevisionNo.

II

Date January 2005Topic:

Landscaping/Planters Page 1




Policy: To ensure that all greenery throughout the property is well cared forand is aesthetically pleasing.

Procedure:1. The Housekeeping Department Head is responsible for overseeing the

contactors who provide the landscape services if it is not done by theHousekeeping Department in house.

2. If you are using a contractor to maintain the landscaping of the

property, ensure that the following items are included in the contract (ifapplicable).

Grass cutting

Racking of leaves

Blowing of leaves in hard to reach places

Trimming branches, palms, climbers and hedges

Disposal of plant debris and sweeping

Weeding

Clearing of fallen trees

Pruning and trimming to remove dead leaves and branches

Others as deemed necessary in your property

3. Include the frequency in which these tasks must be performed.

Daily

Weekly

Fort-Nightly

Monthly

As and when required

Or specific days such as Every 2nd

week of the month orEvery 4 week of the month.

4. Housekeeping Department head must schedule regular walk throughwith the Contractor.

Suggest at least once a month

More if area is large and you need to break it into two meetings

Create a good working relationship with Contractor


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INSERT

PROPERTY

LOGO

HERE

Landscape Maintenance Schedule

Activities Frequency

Daily Weekly Fort-Nightly Mo

Grass Cutting

- Machine cut flat area.

- Rotary Blade slope area X

Racking of

leaves

- Rake leaves flat area- Blower hard to reach areas

(limited to half hour)X

Disposal of

plant debris &sweeping

-

Sweep all areas around plants andplant beds

- Throw away debris X

Weeding- Noxious weeds and unwanted plants

X

Clearing offallen trees

- Clear and dispose of fallen trees

Pruning &trimming

- For aesthetics and to remove deadlaves and branches. X


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Schedule of HousekeepingServices

Page 1




Policy: To ensure the cleanliness of the apartment and to inform the Residentof the services available.

Procedure:

1. Apartments are cleaned 6 days a week, Monday through Saturday.

2. No service on Sunday.

3. Service is provided on Public Holidays unless the holiday falls on aSunday.

4. Cluster Head may decide to provide Housekeeping Service 7 days aweek, including Public Holidays.

5. A skeleton crew must be in Housekeeping on Sunday and PublicHolidays to clean any apartments deemed necessary to operate theproperty effectively.

A property can not turn business away just because anapartment is not available due to no staffing.

6. Bed linen is changed every other day (changed immediately if soiled).

7. Terry toweling is changed daily.

8. Supervisor must advise Resident of the service guidelines whenintroducing the Room Attendant to the Resident for the first time.

9. Supervisors must mark whether or not linen is due to be changed ontheir master sheet.

This information is found on the Room Attendants AssignmentSheets where the RA marks if linen has been changed.

Supervisors must be diligent to ensure linen is changed on atimely basis.


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Schedule of HousekeepingServices

Page 2




1. Apartments are cleaned 6 days a week, Monday through Saturday.

2. No service on Sunday.

3. Service is provided on Public Holidays unless the holiday falls on aSunday.

4. Cluster Head may decide to provide Housekeeping Service 7 days aweek, including Public Holidays.

5. A skeleton crew must be in Housekeeping on Sunday and PublicHolidays to clean any apartments deemed necessary to operate theproperty effectively.

A property can not turn business away just because anapartment is not available due to no staffing.

6. Bed linen is changed every other day (change immediately if soiled).

7. Terry toweling is changed every other day (change immediately ifsoiled).

8. Supervisor must advise Resident of the service guidelines whenintroducing the Room Attendant to the Resident for the first time.

9. Supervisors must mark whether or not linen is due to be changed ontheir master sheet.

This information is found on the Room Attendants AssignmentSheets where the RA marks if linen has been changed.

Supervisors must be diligent to ensure linen is changed on atimely basis.


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VIP Procedures Page 1




Policy: To ensure each property properly recognizes the VIP Residents.

Procedure:1. The following will be designated a VIP.

Senior Government Official

Person(s) designated by Marketing

Person(s) designated by Management

Celebrities

2. Complimentary arrival transfer shall be accorded.

3. Provide a fresh cut flower arrangement attractively displayed andvisible as you enter the apartment.

4. Welcome Amenity to reflect the prestige of the Resident and culturalbackground of the Resident. Person who initiated the booking shoulddecide which gift to give. Otherwise, the Property Manager will decide.Examples of amenities :

Wine or Champagne if appropriate

Fresh fruit juice if alcoholic beverages not appropriate

Dried fruits and nuts in small dishes on the dining table, coffeetable and bedside table as appropriate

Childrens amenities ( if children are accompanying the VIP)such as cookies and milk; popcorn and sodas

Etc.

5. Property Manager or Manager on Duty will meet and greet theResident upon arrival.

May choose to escort the Resident to the apartment as well.

6. The Front Desk agent will do the check in procedures in the apartmentwith the Resident.

Fill in as much information that you can on the Registration Formprior to presenting it to the Resident.

Offer a tour of the property at the Residents convenience.

7. Upgrade bathroom amenities if appropriate.

Larger size of shampoo etc if available.


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VIP Procedures Page 2




Add additional items such as bath salts, loofah sponge,

shoeshine cloth, bathroom slippers as examples.

8. Departure notice to be filled in with all relevant information and sent tothe Resident prior to departure.

9. Property Manager or Front Office Department Head to meet and greetthe Resident once again and escort to his/her vehicle.

Assure satisfaction.

Extend invitation to visit again.

10. Departure assistance at the airport in countries where it might beadvisable to render more assistance at departure and if the airportinfrastructure allows it.

Housekeeping11. Apartment must be prepared and ready for inspection 2 hours before

arrival.

12. The Housekeeping Department Head is responsible for the overallcleanliness and physical condition of the apartment and that allamenities are placed in the apartment prior to arrival.

Inspect the apartment with the Supervisor and with an Engineerto expedite the correction of any deficiencies.

Ensure all items such as kitchen utensils and crockery is presentin the apartment.

13. Housekeeping Department Head is responsible for making sure theappropriate flower arrangement is in the apartment prior to theResidents arrival.

Front Office may purchase the arrangement but Housekeepingwill place it in the apartment.

14. Housekeeping Department Head is responsible for making sure all giftsand Welcome Amenities are properly placed in the apartment prior tothe Residents arrival.


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Housekeeping Revision No. IIIDate October 2006Topic:

Welcome Package Page 1




Policy: To ensure that the Resident feels welcomed and that we appreciatehis/her patronage.

Procedure:

1. For Ascott brand facilities, all Welcome Cards must behandwritten and card presented in an envelope as per MARCOM

guidelines.

2. Somerset brand facilities may use personalized, preprinted cards and displayed without the envelope as per MARCOMguidelines.

3. All Welcome Cards, Gifts and Packages must be in the apartment priorto arrival.

4. Know exactly what each Resident will be receiving as a Welcome Gift.

Should be verified the day before the Resident arrives.

Ensure that the item(s) are on property and will be available atthe time of arrival.

All packaging must be in good condition and have a professionalappearance.

5. All Welcome Gifts and Packages must be presented in an appropriatecontainer that enhances the overall appearance of the room (Avoidcheap rattan baskets).

6. All Welcome Gifts and Packages must be placed in the designatedspot for such items.

7. Photos of proper set up and placement must be kept in theHousekeeping Office for reference.


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Housekeeping Revision No. IIIDate October 2006Topic:

Welcome Package Page 2




8. All packaging of food items must be in good, clean condition, free of

signs of wear and tear.

9. Number of items must be sufficient for the number of guest checkinginto the apartment.

10. Do not replenish the items on a complimentary basis unless instructedto do so by the Property Manager.

11. Ascott brand properties must have the Supervisorintroduce the Room Attendant to each new Long Stay Resident(staying one calendar month or more) within 24 hours of the Residentsarrival.

To ask the Resident if they have specific instructions regardingthe cleaning of their apartment.

This is a nice way to touch the Resident with the unexpected.

12. Property Manager can offer a Groceries list for their Long StayResidents to stock up the kitchen with certain food items.

Contract with a local grocer who can deliver groceries on an asneeded basis. Develop a grocery list with product code,description and price. Must be user friendly.

Faxed to Resident prior to arrival.

Reservations should try to get a response at least 24 hours priorto Residents arrival if at all possible or inform the Resident thatitems will be placed in the apartment in the most efficientmanner within the time constraints of receiving the list.

Items to be purchased by Housekeeping and placed in thekitchen prior to arrival.

Charges to be posted on the day of arrival. Client will becharged if apartment reservation is cancelled with in 24 hours ofarrival.

13. Housekeeping Department Head should interview several local grocerystores and enter into an agreement with one whereby the Grocer willprovide a detailed grocery list with product codes, descriptions andprices and deliver groceries on an as needed basis.


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Insert your logo here

Grocery Ordering Form for Residents

4 Step Ordering Process

One: Refer to the Grocery List provided for product codes and price.

Two: Fill inproduct code and quantityand give to the Reception Desk before 10:00am for

same day delivery.Three: Groceries will be delivered to your apartment with a copy of the completed Order Form.

Four: All prices inclusive of GST and will posted directly to your Resident's account.

Product Code Quantity Price per Total Remarks

Number to Deliver Unit Cost

BEVC02 2 6.90$ 13.08$ price per unit and total

VEG12 6 0.40$ 2.40$ cost filled out by us

Service Charge 10.00$

Total Amount Charged to Resident 25.48$

** Please contact the Reception Desk by 10:00am the next day if any items need to be replaced.

Ivan Goh Ivan GohResident's Name Resident's Signature

20-Aug-04

Date

Italicized examples


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Grocery List

Beverages Page Breakfast Page

Coffee 17 Cereals 14/15Tea 18 Eggs 16Sugar/Sweetener 18Liquor 22. .

. .

. .

Vegetables PageMushrooms 7Potatoes 7

(1 page long)

(2ndpage starts actual list of grocery items)

Grocery Item Ordering Code Units /Package Price

BeveragesCoffee

Nescafe Classic BEVC01 100g/ bottle $4.60Nescafe Gold Blend BEVC02 100g/bottle $6.90

Nescafe Instant Coffee 3 in 1 BEVC03 40s/pckts $4.80

Etc.

Etc.

Etc

INSERT

PROPERTY

LOGO

HERE


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Residents Special Occasions Page 1




Policy: To express and promote the companys warm hospitality to ourresidents.

Procedure:1. Express and promote warm hospitality by offering a gift to the resident

for special events or celebrations. Appropriate occasions might be:

Residents Birthday

Departure Gift applicable for Long Stay

Wedding Day

New Born Baby Wedding Anniversary

Get Well Recovery

Service Recovery

2. Presentation of gift to resident must be by a Department Head or aProperty Manager.

3. Individual cluster is to identify type of gift for the above mentionedevents.

4. Cluster is encouraged to package and give localized item as gift set.Example,

A localize handicraft name holder / Key Chain engraved withresidents name.

An elegant stationary set engraved with residents name.

A signatory Ascott/Somerset item, Polo T-Shirt.

Countrys grown product Bottle of champagne, wine etc.

Housekeeping

5. It is the responsibility of all staff members to be alert for indications thatthe Resident is celebrating a special occasion or has become ill. Thisinformation should be given to the Department Head who willdetermine what the appropriate action should be.

The Room Attendants are in the best position to acquire thisinformation.

This is where The Ascott Welcome Behavior of touch them withthe unexpected is easiest to achieve.


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Residents Special Occasions Page 2




6. The Property Manager or Operations Manager must approve all gifts

before being sent to the Resident. This is to ensure that the gift is: Appropriate for the occasion.

Presented in a tasteful manner.

Accounting practices are followed.

More follow up is necessary i.e.: in the case of an illness.

7. The Housekeeping Department Head and the Property Managershould develop specific gift ideas in advance.

Photos taken of the set up and proper placement.

Photos should be kept in an album for reference.

Pre planning saves time and makes the gift more spontaneousand timely.

Prices can be predetermined and approved by PropertyManager making the process flow quickly.

8. Some gift suggestions:

Hand written note on quality bond paper

Tasteful cards signed by various staff members

Cakes/ cookies

Local souvenirs

Flowers

Alcoholic beverages where appropriate Be creative!!!


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Pre Arrival Checklist

Date:__________ Inspector:______________

Apartment Number:________

Standard/Procedure Y/N Remarks

1. Supervisors Inspection Checklist

complete/correct

2. Apartment Inventory Checklist completed by the

Supervisor. Copy for Resident is available.

3. All items on the Apartment Inventory Checklist

are present.

4. All Engineering deficiencies have beencorrected.

5. Furniture and fixtures are in excellent condition.

6. Welcome Amenity is attractively displayed.

7. Welcome Card has correct name and is in

excellent condition.

8. Ice in beverage cooler is fresh and plentiful.

9. All lights are on.

10. Soft music is playing.

11. Apartment is a comfortable temperature

12. Apartment smells fresh and clean.

13. Atmosphere is warm and inviting.

INSERT

PROPERTY

LOGO

HERE


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Apartment Inventory Checklist andProcedures

Page 1




Policy: To ensure that all items listed in the Resident Service Directory andall items listed on the apartment inventory are present in the apartment priorto the Residents arrival.

Procedure:1. Supervisors must complete the Apartment Inventory Checklist at least

30 minutes prior to arrival whenever possible.

2. All items listed on the Apartment Inventory Checklist mustbe present. Any deviations must be approved by the Property Manager prior

to arrival.

OrResident must be informed whenthey can expect to havethe items. Property Manager must also be aware of thesituation.

Extremely important that we provide all the amenities that weadvertise!

3. Apartment Inventory Checklist must be typed and proof-read and havethe appropriate property logo as per MARCOM guidelines

This will be seen and signed by the Resident. Image!

4. Supervisor must meet with Resident within 48 hours of arrival and havethe Apartment Inventory Checklist signed by long stay Residents.

5. For short stay Resident, the list should still be placed in the apartmentprior to the Residents arrival as a reference.


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Toiletries Page 1




Policy: To ensure a consistent, high quality product is provided for allResidents.

Procedure:1. The packaging of the toiletries must not show signs of wear and tear.

2. Labels must be clean and neat with no edges curling up etc.

3. Toiletries must be presented elegantly on an appropriate tray or in anappropriate basket.

4. Properties must not recycle used toiletries bottles. You cannot refill anduse again as this is against the law in many countries. Non-hygienicpractice as well.

5. Long stayguest (anything over one calendar month).Give the resident the following at check in and do not replenish.

Aigner Bath and Shower Gel 75 ml Aigner Shampoo 75 ml

Aigner Conditioner 75 ml

Aigner Lotion 75 ml

Aigner Bath Soap- 50 g

6. Short stay (anything under one calendar month). Give

the Residents the following and replenishas necessary. Aigner Bath and Shower Gel 25 ml

Aigner Shampoo 25 ml

Aigner Conditioner 25 ml

Aigner Body Lotion 25 ml

Aigner Soap Bar 25 g

Tooth brush - if market requires it.

Shower cap


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Toiletries Page 2




Sanitary bags

Cotton Buds

7. Long stayResidents (anything over one calendarmonth) give the Resident the following at check- in and do notreplenish.

Somerset logo Bath Gel 50 ml

Somerset logo Conditioning Shampoo 50 ml

Somerset logo Body Lotion 50 ml

Somerset logo Soap Bar 50 g

8. Short stayResidents(anything under one calendarmonth) give the Resident the following and replenish as necessary.

Somerset logo Bath Gel 30 ml

Somerset logo Conditioning Shampoo 30 ml

Somerset logo Body Lotion 30ml

Somerset logo Bath Soap 25 g

9. Have following available on request.

Tooth Brush

Shower cap

Sanitary bags

Cotton buds

Both Brands Toilet paper must be a 2 ply brand and replenished as needed.

Tissue must be in a box form and is replenished as needed.


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Minimum Requirements KitchenEquipment and Supplies

Page 1




Policy: To ensure a consistent number of utility items are kept in theapartment at all times for the Residents convenience.

Procedure:1. Please refer to the FFE specifications on the Intranet under Product,

Process & Procurement. It is under sub-heading Product and Process.

2. All items must be kept clean and free of signs of wear and tear.Replace when damaged or missing.

3. Property Manager will determine which of the optional items, if any; willbe provided at the property.

4. Use the Checklist for Kitchen Supplies and Equipment list before eachnew Resident arrives to ensure correct number of items are in theapartment before Resident signs the acknowledgement form (whereapplicable).

5. Housekeeping Department Head must be able to replace broken ormissing items within 24 hours.

Ensure that an adequate stock of all items is kept on property. Know where to buy each item when needed.

Do not mix and match different brands/ design of silverware ortableware.

If you cannot match what is currently in the apartment, you mustchange all the pieces in that apartment.

Consistency is key!

6. Place the following cleaning chemicals in the kitchen prior to theResidents arrival. Do not replenish.

1 box or packet of laundry detergent that is suitable for the typeof washing machine provided. A low sudsing variety is best ifone is available.

1 bottle or packet of dishwashing liquid if no dishwashingmachine is provided.

1 box or packet of dishwashing detergent that is suitable for thetype of dishwashing machine provided.

A sponge or scouring pad.


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Linen Requirements Page 1




Policy: To ensure consistency in all properties.

Procedure:1. All linen must be clean and free of stains.

2. Linen must not be frayed on the ends or worn thin.

3. All linen must be tagged with appropriate labels.

One side of the tag must have the issuing date (date put intocirculation).

Other side of the tag must have the property name or location.

4. All discard linen must be counted in the linen inventory as peraccounting practices.

5. Recycle discard linen where possible i.e. rags.

6. Refer to the Linen Specifications for each brand in the FFE List underProcurement on the intranet.

7. Any deviations from standards must be approved by the Product,Process & Procurement Division.


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Linen Stocks and InventoryProcedures

Page 2




8. All properties must maintain at least 4 pars of all bed linen and terry.

9. Quarterly inventories must be completed in a timely manner.

10. See attached Operating Equipment Inventory Procedures attached.


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How Many Beds and How Many Baths?

Your Apartments

100 apartments

A B C D E F G

Apartment Total # Total # of # of king Total # of king # of twin times 2 # of full #

Type of units bedrooms rooms beds rooms beds (twin rms) bathrooms b

1 One bedroom/ studio 30 30 25 25 5 10 30

2 Two Bedrooms 50 100 50 50 50 100 100

3 Three Bedrooms 15 45 30 30 15 30 30

4 Four Bedrooms 3 12 6 6 6 12 6

5 Five Bedrooms 2 10 6 6 4 8 4

6 Total number of beds 197 117 117 80 160

7 Total number of bathrooms 170

Step 1: Determine how many apartments you have in each catogory. i.e. One bderoom, Two Bedroom. Enter number in Column "A

Step 2: Determine how many rooms of each catogory have a King bed in it and how many rooms have twin beds in them.

Enter the number in Column "C" and "E"

Step 3: Determine how many full bathrooms and half bathrooms you have in each category. Enetr numbers in Column "G" and "H"

Step 4: Multiply the number of King Rooms , Column "C" times the number of Kings beds in the room. ( obviously 1) put number i

Step 5: Multiply the number of Twin Rooms , Column "E" times the number of Twin beds in each room ( obviously 2) put number

Step 6: Add all of Column "B" and enter the number on line 6. This is the Totalnumber of bedrooms on your property.

Step 7: Add all of Column "D" and enter the number on line 6. This is the Totalnumber of king beds on your property.

Step 8: Add all of Column "F" and enter the number on line 6. This is the Totalnumber of twin beds on your property.

Step 9: Add all of column "G" and enter the number on line 7. This is the Totalnumber of full bathrooms you have on property.

Step 10: Add all of column "H" and enter the number on line 7. This is the Totalnumber of half bathrooms you have on property.


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Establishing Par Levels

A B C D E F G

Item # per set How many Total # for How many Total # Last Difference

up beds/baths one par pars required for property Inventory from Total

Sheet- King Flat 3 117 351 4 1404 1156

Pillowcases 4 197 788 4 3152 2973

Mattress Protector - King 1 117 117 2 234 230Mattress Protector - Twin 1 160 160 2 320 298

Sheet - Twin Flat 3 160 480 4 1920 1821

Duvet - King 1 117 117 1.5 175.5 168

Duvet - Twin 1 160 160 1.5 240 236

Towel - Bath 2 170 340 4 1360 1185

Towel - Hand 2 175 350 4 1400 1021

Towel - Face 2 170 340 4 1360 987

Bathrobe 2 170 340 4 1360 1296

Bath Mat 1 170 170 4 680 576

1. Sheets are straight forward since they are listed separtely has King or Twin.

2. Pillow cases we use number of total rooms since there are usually two twin beds in one room thus 4 pillowcases per room.3. Mattress Protector straight forward since they are sized.

4. Duvets straight forward since they are sized

5. Towels, bath mats and robes are tricky since some rooms have half baths. Be careful of the number of bathrooms entered f

Column " A" is determined by the way you set up your rooms in your property.

Column " B" is taken from the How Many Beds Worksheet.

Column "C" is the number you get when you mulitply Column "A" by Column "B". Which is considered "one par" or the total nu

complete all rooms in the building.

Column "D" is the number of pars required for each item.

Column "E" is the total number of pieces of each item to have the correct number of pars for the building.

Column "F" is the number of each item that you counted during your last linen inventory.

Column 'G" is the number of pieces that you are either short ( if the number is positive)or the number of pieces more than the last inventory (if the number is negative)

Column "H" is where you enter in the number of pieces you wish to order to bring all the linen numbers back into line with the


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Operating Equipment Inventory Procedures

1. This process can be used for linen, china, flatware or any other type ofoperating equipment.

2. Key is to be organized.3. There are generally two counting teams.

The operations team that does the pre-count.

The Finance Team that does the verification count and records theofficial number.

4. Finance should supply the official count slips with sequential serialnumbers for tracking.

If doing without Finance, make your own.

Ensures an accurate count has been performed.5. Set a date far enough in advance so that all parties involved can prepare

adequately.

Times set are for the 2ndcount by the Finance Department. Makesure that this is clear.

1stcount must be completed before Finance begins.

Best to pick a date with low occupancy and few arrivals/departures.

Email all participants in advance and include instructions.

Example: Friday, August 20th 7:00am Floor closets8:00am Residents Club9:00am Gym/Pool

Above timetables is for the Finance Team to verify count, therefore alloutlets MUST perform their pre-counts before the stipulated time.Careful planning and time management is essential to meet the abovetime table for verification. Please call Nora, Housekeeping Supervisor,at extension 53 if you have any que

Housekeeping Two

Documents