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

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2. 15-STEP PROCEDURE – CHECKOUT ROOM

Step 1: Room Entry

1. Knock 3 times + announce “Housekeeping”. Wait 10 seconds.
2. If DND is on, do not enter. Note it & report to FO.
3. Turn on all lights, set AC to 24°C/75°F, open curtains & windows for 5 mins.
4. Check for guest belongings. Follow Lost & Found SOP if found.

Step 2: Strip & Trash

1. Remove all dirty linen: sheets, pillowcases, duvet, towels, bathmat. Check for damage/stains.
2. Empty all trash bins & ashtrays, replace liners.
3. 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

1. Check mattress protector. Fitted sheet must be tight with no wrinkles.
2. Use “hospital corners” 45° at bed foot.
3. Fluff duvet insert. Place “Sanitized for your protection” card.
4. 4 pillows: 2 soft + 2 firm. Use “caress method” to shape.
5. Bed runner & decorative pillows placed last, perfectly centered.

Step 6: Full Bathroom Clean – Mandatory Order

1. Ceiling vents 2. Shower walls with descaler 3. Glass: spray + squeegee, no water spots
2. Sink & counter: polish faucets to mirror shine 5. Toilet: scrub inside, wipe seat top/bottom/base
3. 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

1. Restock per par stock. Check expiry dates.
2. Tea/coffee tray: polish cups, refill tea/coffee/sugar.
3. 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. 1 spray of signature scent to center of room, never on linen.
2. Set AC to 22°C/72°F. Curtains half closed = “welcome look”.
3. 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

1. Do not change linen unless soiled/requested. Just make bed + evening turndown.
2. Empty trash & replace used towels only.
3. Bathroom: wipe dry + replenish used items only.
4. Vacuum traffic areas only.

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3. 5-STAR QUALITY STANDARD – ZERO DEFECT

Room fails inspection if ANY of these exist:

1. HAIR: Check with flashlight in sink, floor, bed, drain
2. ODOR: Cigarette, musty, or strong chemical smell
3. SPOTS: Fingerprints/water spots on glass, mirrors, faucets
4. ASYMMETRY: Amenities must be 2-fingers from table edge & straight
5. WRONG SCENT: Must match hotel signature scent only

4. MANDATORY RULES

1. Lost & Found: Photo item, put in envelope, report to supervisor <15 mins.
2. DND >24hrs: After 2 shifts of DND, must report to FO + Security.
3. Maintenance: Loose screws, dead bulb, AC leak = create Work Order immediately.
4. Privacy: Never open guest luggage/drawers. No personal photos of rooms.
5. 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: _________

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Toilet Cleaning Procedure

Bahasa Indonesia	English
Jangan campur pembersih toilet HCl dengan pemutih. Bisa hasilkan gas beracun.	Never mix toilet bowl cleaner HCl with bleach. It creates toxic gas.
Gunakan lap berbeda untuk toilet dan wastafel untuk cegah kontaminasi silang.	Use separate cloths for toilet and sink to prevent cross-contamination.
Ventilasi harus bagus. Buka pintu/jendela jika ada.	Ensure good ventilation. Open doors/windows if available.
Sikat toilet harus diganti setiap 3 bulan atau saat bulu sikat sudah rusak.	Replace toilet brush every 3 months or when bristles are damaged.
Dokumentasikan di checklist setelah selesai.	Document on checklist after completion