Objective: Ensure every guest room meets 5-star standards for cleanliness, hygiene, and luxury presentation.
Time Standard: Checkout Clean ≤45 mins, Stayover Service ≤30 mins, Suite +15 mins.
1. PREPARATION
| Item | 5-Star Standard | Notes |
|---|---|---|
| Trolley/Cart | Neat, closed, silent wheels | Check inventory with checklist before shift |
| Microfiber Cloths | 4 colors: Blue=Glass, Red=Toilet, Yellow=General, Green=Furniture | Change cloth per room |
| Chemicals | Disinfectant, glass cleaner, toilet cleaner, descaler, air freshener | Ecolab/3M/Diversey. Must have MSDS + color labels |
| Linen | 300TC cotton sheets, premium towels, bathmat | 1 clean set + 1 backup set on cart |
| Amenities | Per brand standard | Check expiration dates |
| PPE | Nitrile gloves, mask, apron | Change gloves between toilet & bedroom |
2. 15-STEP PROCEDURE – CHECKOUT ROOM
Step 1: Room Entry
- Knock 3 times + announce “Housekeeping”. Wait 10 seconds.
- If DND is on, do not enter. Note it & report to FO.
- Turn on all lights, set AC to 24°C/75°F, open curtains & windows for 5 mins.
- Check for guest belongings. Follow Lost & Found SOP if found.
Step 2: Strip & Trash
- Remove all dirty linen: sheets, pillowcases, duvet, towels, bathmat. Check for damage/stains.
- Empty all trash bins & ashtrays, replace liners.
- Record minibar consumption.
Step 3: Apply Chemicals
Spray toilet bowl cleaner inside toilet and let it sit for 10 mins dwell time.
Step 4: High-to-Low Dusting
Dust from highest to lowest: ceiling vents, lights, picture frames, TV, tables. Fold microfiber into 8 sides, change side per area.
Step 5: 5-Star Bed Making
- Check mattress protector. Fitted sheet must be tight with no wrinkles.
- Use “hospital corners” 45° at bed foot.
- Fluff duvet insert. Place “Sanitized for your protection” card.
- 4 pillows: 2 soft + 2 firm. Use “caress method” to shape.
- Bed runner & decorative pillows placed last, perfectly centered.
Step 6: Full Bathroom Clean – Mandatory Order
- Ceiling vents 2. Shower walls with descaler 3. Glass: spray + squeegee, no water spots
- Sink & counter: polish faucets to mirror shine 5. Toilet: scrub inside, wipe seat top/bottom/base
- Floor: disinfect & mop dry
Replenish: Towels with hotel fold display, full amenities, tissue with triangle fold, toilet paper V-fold.
Step 7: Wipe All Surfaces
Disinfect: desk, phone, remote, minibar, door handles, light switches. Remote must go in new sanitized sleeve.
Step 8: Minibar & Supplies
- Restock per par stock. Check expiry dates.
- Tea/coffee tray: polish cups, refill tea/coffee/sugar.
- Stationery & guest directory facing door.
Step 9: Vacuuming
Start from farthest corner to exit. Include under bed/sofa. Use crevice tool for edges.
Step 10: Mopping Hard Floors
Entryway & bathroom. Mop in figure-8 pattern. Ensure floor is dry & not slippery.
Step 11: Final Touches
- 1 spray of signature scent to center of room, never on linen.
- Set AC to 22°C/72°F. Curtains half closed = “welcome look”.
- All lights ON to check for dead bulbs.
Step 12: 10 Touch-Point Inspection
Re-check: door handles, switches, remote, faucets, toilet flush, phone, safe, windows, mirrors, floors. Use flashlight to check for hair.
Step 13: Exit Room
Close door gently. Check exterior handle for smudges.
Step 14: Reporting
Update room status to “VC = Vacant Clean” in system. Complete Room Attendant sheet: time, damages, minibar.
Step 15: Stayover Service Difference
- Do not change linen unless soiled/requested. Just make bed + evening turndown.
- Empty trash & replace used towels only.
- Bathroom: wipe dry + replenish used items only.
- Vacuum traffic areas only.
3. 5-STAR QUALITY STANDARD – ZERO DEFECT
Room fails inspection if ANY of these exist:
- HAIR: Check with flashlight in sink, floor, bed, drain
- ODOR: Cigarette, musty, or strong chemical smell
- SPOTS: Fingerprints/water spots on glass, mirrors, faucets
- ASYMMETRY: Amenities must be 2-fingers from table edge & straight
- WRONG SCENT: Must match hotel signature scent only
4. MANDATORY RULES
- Lost & Found: Photo item, put in envelope, report to supervisor <15 mins.
- DND >24hrs: After 2 shifts of DND, must report to FO + Security.
- Maintenance: Loose screws, dead bulb, AC leak = create Work Order immediately.
- Privacy: Never open guest luggage/drawers. No personal photos of rooms.
- Chemicals: Never mix chemicals. Wrong color cloth = warning.
DAILY ROOM ATTENDANT CHECKLIST
RA Name: __________ Date: **** Room #: **** Type: CO / SO
| Area | Check Detail | CO | SO | |
|---|---|---|---|---|
| 1 | Entry | Knock 3x, check DND, handles clean in/out | ☐ | ☐ |
| 2 | General | All lights on, AC 22°C, curtains ½ open, no odor | ☐ | ☐ |
| 3 | Bed | Tight sheets, hospital corner, 4 pillows caress, sanitized card | ☐ | Tidy only |
| 4 | Dusting | High to low, microfiber 8-fold | ☐ | ☐ |
| 5 | Minibar | Restock, check expiry, polish glassware | ☐ | Check only |
| 6 | Closet/Safe | Hangers per std, safe open, wipe inside drawers | ☐ | ☐ |
| 7 | Electronics | TV, phone, remote work. Remote in new sleeve | ☐ | ☐ |
| 8 | Bathroom | Glass spotless, faucets shiny, toilet scrubbed in/out | ☐ | Wipe dry |
| 9 | Amenities | Full set, towel display, triangle fold, V-fold | ☐ | Replenish used |
| 10 | Floor | Vacuum edges, mop dry, no hair. Use flashlight | ☐ | Traffic area |
| 11 | Final | Signature scent 1 spray, 10 touch-points clean | ☐ | ☐ |
| 12 | Report | Room to VC, fill RA sheet, WO if damaged | ☐ | ☐ |
Supervisor Sign: _________