NOTA SOP20073

This is place where current linen is stored for issue and receipt. Its main
features are:
1. The room must be lit, large and airy, free from heat and humidity.

2. It has adequate shelves to stock linen and secure it from pilferage.

3. The linen room has a counter for exchange linen.
4. The linen room should adjoin the in -house laundry for smooth and

speedy exchange of fresh and soiled linen.
5. It is accessible only to authorised person.

6. It must have only one entry and exit door for security.

LINEN CONTROL

THIS IS CARRIED OUT IN 4 PHASES:
A) ROUTINE CHECK OF LINEN
B) QUALITY CONTROL OF THE DAILY FLOWOF LINEN STOCK
C) PHYSICAL INVENTORY OF LINEN
D) PROPER DOCUMENTATON THROUGH LINEN INVENTORY

CONTROL SHEETS

STORAGE OF LINEN

1. LINEN MUST BE FREE FROM DUST. IT SHOULD BE ALWAYS BE
COVERED.

2. THEY SHOULD BE STORED IN CUP-BOARDS WITH SLIDING DOORS.
3. ARTICALS THAT ARE NOT IN FREQUENT USE SHOULD

BE COVERED WITH DUST SHEETS.
4. LINEN SHUOLD BE ROTATED ON ‘FIRST-IN’ ‘FIRST-OUT’BASIS.
5. LINEN ON SHELVES SHOULD HAVE FOLD FACES OUTWARDS.
6. HEAVIER LINEN SHOULD BE PLACED ON LOWER SHELVES

ROOM LINEN EXCHANGE PROCEDURES

1) FIRST LINEN IS COLLECTED FROM FLOORS-EITHER BY LINEN CHUTE OR
BY THE TROLLEYS FROM FLOORS BY THE ATTENDENTS, IT IS SEND VIA
LINEN ROOM TO LAUNDRY OR DIRECTLY TO LAUNDRY

2) ROOM LINEN COUNT SHEET IS FILLED UP BY FLOOR SUPERVISOR
& MADE INTO 2 COPIES

3) THE LINEN ROOM SUPERVISOR ISSUES FRESH LINEN
4) IF THE LINEN ROOM FALLS SHORT OF LINEN , THE BALANCE

AMOUNT IS ADJUSTED INWITH THE NEXT LOT

RESTAURANT LINEN EXCHANGE

1. HERE LINEN IS EXCHANGED AT STIPULATED TIME.
2. F&B SOILED LINEN COMES TO LINEN ROOM WHERE THE STAFF CHECKS

AND RECEIVES THE LINEN.
3. THE COUNT IS ENTERED IN THE LINEN EXCHANGE REGISTER.
4. FRESH LINEN IS ISSUED

SAMPLE LINEN CONTROL FORM



PAR STOCK

 THIS REFERS TO ALL TYPE OF LINEN REQUIRED TO
MAKE UP ALL GUEST ROOMS OF THE HOTEL AT A
GIVEN TIME, ALSO KNOWN AS “HOUSE SET-UP

 4 OR 5 PAR OF EACH TYPE OF LINEN IS MAINTAINED
IN LINEN ROOM

HOW TO ESTABLISH A PAR STOCK?

SUPPOSE A HOTEL HAS 300 ROOMS WHICH USES
2 BED SHEETS FOR KING SIZE BED.

300 KING-SIZE BEDS X 2 BED SHEETS PER BED = 600 PER PAR NUMBER

ONE PAR IN GUESTROOMS 1 X 600 =600
ONE PAR IN FLOOR LINEN CLOSETS 1x 600 = 600
ONE PAR SOILED IN THE LAUNDRY 1X600 = 600
ONE PAR REPLACEMENT STOCK 1 X 600 = 600
ONE PAR FOR EMERGENCIES 1X 600 =600
TOTAL NUMBER =3000

3000/ 600 SHEETS =5 PAR

HOUSEKEEPING SUPPLY
STORE



 FOR STORING CLEANING SUPPLIES AND GUEST SUPPLIES
 MUST BE CLEAN, DRY AND SECURE
 IT IS PROVIDED SHELVES TO STOCK THE LINEN AND MATERIALS
 IT HAS ONLY ONE ENTRY/EXIT DOOR FOR SECURITY
 USING FIFO SYSTEM (FIRST IN FIRST OUT)

FIFO for Housekeeping Supply

Sistem penyimpanan dan pengurusan
stor

Penggunaan kad inventori

- Stok dan Inventori adalah satu proses bagi mengemaskinikan pengurusan
harta melalui penggunaan beberapa jenis borang.

Kepentingan merekod

- Merekod lokasi harta modal, inventori dan bekalan pejabat akan memudahkan
pihak pengurusan untuk mengawas dan mengesan pergerakan sesuatu bahan.

- Merekodkan butir-butir asas mengenai harta modal, Inventori dan bekalan
pejabat akan memudahkan mana-mana pihak mengawasi penggunaan.

- Mewujudkan sistem maklumat yang kemaskini dan berkesan bagi meningkatkan
keberkesanan pengurusan dan penggunaan.

Sistem penyimpanan dan pengurusan
stor

Sistem penyimpanan dan pengurusan
stor

Shelf life
- Shelf life is the length of time that a commodity may be stored without

becoming unfit for use, consumption, or sale. In other words, it might refer
to whether a commodity should no longer be on a pantry shelf (unfit for
use), or just no longer on a supermarket shelf (unfit for sale, but not yet
unfit for use)

1. SENARAIKAN MASALAH DAN TERANGKAN
2. NYATAKAN PENYELESAIAN MASALAH
3. LAKAR SUSUNAN LAYOUT YANG BETUL

PENGURUSAN STOR

NO MASALAH PENERANGAN MASALAH PENYELESAIAN
MASALAH

LAYOUT STOR

HOUSEKEEPING

ROOM STATUS
REPORT



VACANT CLEAN (VC)
• Upon checking these room have been cleaned
• Beds are make-up
• Bedroom supplies are intact
• Bathroom supplies are intact
• No guest belongings found such as luggage, shoes, toiletries,

clothing, etc.
• Ready to check-in for new guest.

ROOM STATUS REPORT

VACANT DIRTY (VD)
• Upon checking these room have been used and messy
• Beds used
• Furniture not properly arranged
• Ashtrays are dirty
• Rubbish in bins
• Carpet is dirty
• Used of cups, glasses, room service tray did not clear
• Bathroom has been used
• Bedroom and bathroom supplies has been used
• No guest belongings found such as luggage, toiletries, etc.

ROOM STATUS REPORT

OCCUPIED CLEAN (OC)
• Upon checking these room has been cleaned
• Beds made-up
• Furniture neatly arranged
• Ashtrays are clean
• Guest room supplies are replenish
• Bathroom is clean and supplies are replenish
• Belongings still in the room such as luggage,shoes

ROOM STATUS REPORT

OCCUPIED DIRTY (OD)
• Upon checking these room has been used and messy
• Beds used
• Furniture not properly arranged
• Ashtrays are dirty
• Rubbish bin did not emptied
• Carpet is dirty
• Bathroom has been used
• Bedroom and bathroom supplies has been used and presence of guest

personal toiletries
• Guest belonging found in room such as luggage, shoes, clothes still hanging

inside closet

ROOM STATUS REPORT

Status Terminology Penerangan
Occupied OCC A guest is currently registered to the room.
Complimentary COMP
The room is occupied, but the guest is assessed no
charge for its use.

Stay Over - The guest is not expected to check out today and will
On-change O/C remain at least one more night.
Do Not Disturb DND
The guest has departed, but the room has not yet been
cleaned and readied for re-sale.

The guest has requested not to be disturbed.

Sleep-out - A guest is registered to the room, but the bed has not
Skipper been used.

- The guest has left the hotel without making
arrangements to settle his or her account

ROOM STATUS TERMINOLGY

Status Terminology Penerangan
Sleeper or NC The guest has settled his or her account and left the
Cleared hotel, but the front office staff has failed to properly
-
Vacant and ready CR update the room’s status
Checked and OOO
ready room The room has been cleaned and inspected and is ready
Out-of-order - for an arriving guest.

Double Lock The room cannot be assigned to a guest. A room may
be out-of-order for a variety of reasons including the

need for maintenance, refurbishing, and extensive
cleaning

The guest room door is locked from inside and outside
two times so that no one can enter.

Lockout - The room has been locked so that the guest cannot re-
enter until a hotel official clears him or her.

ROOM STATUS TERMINOLGY

Status Terminology Penerangan
Did Not Check DNCO
The guest made arrangements to settle his or her
Out - account (and thus is not a skipper), but has left without

Due out informing the front office

The room is expected to become vacant after the
following day’s checkout time

Do Not Paid - The guest is going to check out from the hotel today

Checkout CO The guest has settled his or her account, returned the
room keys, and left the hotel

Late Check-out - The guest has requested and is being allowed to check
out later than the hotel’s standard check-out time

Scanty Baggage SB The guest has very light luggage that would be carried
away with his/her hand without indicating an obvious
departure

ROOM STATUS TERMINOLGY

Status Terminology Penerangan
Sleeper room -
The guest has left the hotel without making
arrangements to settle his/her account

Luggage in L The guest luggage is the room but the bed has not been
slept in
No luggage
No baggage NL
The guest is staying without luggage

NB

ROOM STATUS TERMINOLGY

ROOM AMENITIES, ROOM SUPPLY &
GUEST ON LOAN ITEM

ROOM AMENITIES
Barang yang disediakan di dalam bilik dan boleh dibawa pulang
sekiranya dikehendaki

ROOM SUPPLY
Barang dan perkhidmatan yang disediakan di dalam bilik dan tidak boleh
dibawa pulang

GUEST ON LOAN ITEM
Barang yang boleh dipinjam oleh tetamu yang menginap daripada
jabatan pengemasan

ROOM AMENITIES, ROOM SUPPLY &
GUEST ON LOAN ITEM

Room • Sugar, creamer, tea and coffee
amenities • Shoe shine, lighter or match box, envelope, note pad, pencil, pen, tissue
• Cotton bud, sanitary bag, laundry bag, shower cap, soap, bath foam
• Shampoo, conditioning, shaving kit, shave cream, comb, hand and body

lotion

Room supply • Bath towel, hand towel, face towel, bath mat,
• Television, remote control, auto kettle, amenities tray, iron, iron board
• Tea cup, saucer, tea spoon, drinking glass, ashtray, hanger, flower case
• Curtain, mattress, bed sheet,

Guest on loan •Iron, iron board
item •Sejadah, al-quran, bible
•Extra pillow, extra towel, extra bed
•Baby cot
•Hairdryer,
•First aid kits

ROOM AMENITIES, ROOM SUPPLY &
GUEST ON LOAN ITEM

 A log must be maintained in the housekeeping department to record all guest
request which includes :

• Time a request was received
• Person placing the request
• Room numbers
• Specific request
• Completion time and person who did the competing

 All request should be completed within 10 minutes
 Guest will sign a receipt which includes:
• Guest name
• Room number
• Date
• Time issued
• Explanation of the time limit charges that apply

 Guest should be charged with a deposit and taken off when the item is returned

PROSEDUR GUEST ON LOAN ITEM

PROSEDUR GUEST ON LOAN ITEM

Floor pantry:
1. Must be out of the view of guests
2. Accessible from the service elevator,
3. The room must have one door only

LOKASI PANTRY & PENGIRAAN STOK
BARANG GUEST AMENITIES & GUEST
SUPPLIES

Pengiraan Stok Barang Guest Amenities & Guest Supply :
1. Par Stock

LOKASI PANTRY & PENGIRAAN STOK BARANG

GUEST AMENITIES & GUEST SUPPLIES

Pengiraan Stok Barang Guest Amenities & Guest Supply :
2. Inventory

LOKASI PANTRY & PENGIRAAN STOK BARANG

GUEST AMENITIES & GUEST SUPPLIES

TROLI PENGEMASAN

2.6.1 PERALATAN KECIL 2.6.1 PERALATAN BESAR
• Mesin hampagas
• Mop debu • Mesin syampu karpet
• Mop basah • Mesin pencuci lantai
• Bekas debu
• Bakul sampah

• Penyapu keras

• Penyapu lembut

• Berus tandas

• Upholstery brush

• Kotak kemas bilik

( chambermaid’s box/ caddy)

PERALATAN PENGEMASAN





Items Function
1. Wood polish • Contains an oil base which could easily remove dust from surfaces

2. Multi purpose • Multipurpose cleaner, sponge and cleaning cloth
cleaner • For mirrors, glass table tops and windows

3. Glass cleaner

4. Toilet bowl • Removes dirt and stains in the toilet bowl and leaves
cleaner • Has a refreshing smell. Toilet bowl cleaner, toilet brush, sponge/

green pad and cleaning cloth

5. Air freshener • Produce a refreshing fragrance

BAHAN PENCUCI

Items Functions

6. Sanitizer • Sanitizes bathroom floors. Apply the solution liberally on the floor.
Leave for a while. Wipe off thoroughly with a damp cloth until dry
and clean

7. Metal polisher • For brass lamp stand and closet strip

8. Thinner • Removes stains, paint stain, glue stain, varnish stain, tar stain etc

9. Spot carpet • Spot shampoo carpets- use with plastic brush and clean cotton cloth

10. Vacuum • Vacuums curtain, wallpaper, bed head, wood panel and air-condition
cleaner ventilation

11. Lampshade • Removes the dust on furniture surface
brush and
feather duster

12. Dry mop • Removes dust from floor and also to dry floor

13. Green pad • Clean the sink. Scrubs surfaces such as bathroom floors and wall tiles

14. White pad • Scrubs vanity counter top, sink and toilet

BAHAN PENCUCI

PROSEDUR PENGEMASAN KATIL
(BED MAKING)

PROSEDUR PENGEMASAN KATIL
(BED MAKING)

PROSEDUR PENGEMASAN KATIL
(BED MAKING)

PROSEDUR PENGEMASAN KATIL
(BED MAKING)

PROSEDUR PENGEMASAN KATIL
(BED MAKING)

PROSEDUR PENGEMASAN KATIL
(BED MAKING)