OLOW Hotel ERP

Appearance

User Guide: Housekeeping Staff ​

For: Room Attendants, Housekeeping Supervisors, and Public Area Cleaners Role: Housekeeping Last Updated: January 27, 2026

Table of Contents ​

  1. Role Overview
  2. Getting Started
  3. Daily Routine
  4. Cleaning Workflows
  5. Inspection Process
  6. Inventory & Supply Management
  7. Operations & Safety
  8. Troubleshooting

Role Overview ​

As a Room Attendant, you are the custodian of the hotel's standards. Your work directly impacts guest satisfaction and hygiene safety. You use the Housekeeping Module (usually on a mobile tablet) to receive your room assignments and report room status.

Key Responsibilities ​

  • Cleaning: Preparing rooms for Arrival (C/O) and refreshing Occupied rooms (S/O).
  • Reporting: Logging maintenance issues (e.g., broken lamps).
  • Inventory: Stocking amenities (Soap, Shampoo, Coffee).
  • Security: Ensuring room doors are locked and reporting suspicious activity.

Module Access ​

  • ✅ Housekeeping - View My Tasks, Start/Finish Cleaning.
  • ✅ Maintenance - Report issues.
  • ✅ Inventory - Request supplies (if enabled).

Getting Started ​

Start of Shift ​

  1. Clock In: In the staff area.
  2. Collect Keys/Card: Sign out your master key/card.
    • Security: Never lend your key to anyone.
  3. Collect Device: Sign out your tablet.
  4. Login: Open the Hotel App and log in.
  5. Stock Trolley: Ensure you have linen, towels, and amenities for your assigned section (usually 14-16 rooms).

Dashboard Overview ​

Your mobile dashboard shows:

  • My List: Ordered list of rooms to clean.
  • Priority: High priority (VIP Arrival) rooms are at the top.
  • Status Icons:
    • 🔴 Dirty: Needs cleaning.
    • 🟡 In Progress: You are working on it.
    • 🟢 Clean: Finished.
    • 🔵 Inspected: Supervisor approved.

Daily Routine ​

Morning Briefing (08:00 - 08:30) ​

  • Receive special instructions (e.g., "Deep clean of 3rd floor").
  • Review VIP list.

Cleaning Block (08:30 - 16:00) ​

  • Priority 1: "Early Request" Make-up Rooms.
  • Priority 2: Vacant Dirty (Check-outs) needed for Arrivals.
  • Priority 3: Stay-overs (Service usually after 10 AM).

End of Shift (16:00 - 16:30) ​

  • Trolley Restock: Refill for the next day.
  • Pantry Clean: Tidy the floor closet.
  • Return Device/Keys: Sign them back in.

Cleaning Workflows ​

1. The Standard Cleaning Cycle ​

When you arrive at a door:

  1. Knock & Announce: Knock 3 times ("Housekeeping!"). Wait 5 seconds. Repeat.
  2. Enter: Prop door open (if policy allows).
  3. Start Task:
    • Tap Room Number on Tablet.
    • Tap Start Cleaning.
    • System: Room status changes to "Cleaning In Progress" (Front Desk sees this).

2. The Checklist ​

The system requires you to check off standard steps:

  • [ ] Strip Linen: Remove dirty sheets/towels.
  • [ ] Trash: Empty bins.
  • [ ] Chemicals: Apply bathroom cleaners (let sit).
  • [ ] Bed Making: Miter corners.
  • [ ] Dusting: High to low.
  • [ ] Bathroom: Scrub tub, toilet, sink. Mirror streak-free.
  • [ ] Vacuum/Mop: Work way out of the room.

3. Supply & Minibar ​

  1. Amenities: Replenish Soap, Shampoo, Conditioner.
    • App: Tap Supplies -> Enter Qty used (e.g., 2 Shampoos).
  2. Minibar: Check consumption.
    • App: If you are responsible for Minibar, log used items.

4. Completion ​

  1. Final Look: Check under bed, check TV remote.
  2. Finish:
    • Tap Complete Task.
    • System:
      • If Inspection OFF: Room -> CLEAN.
      • If Inspection ON: Room -> PENDING INSPECTION.

5. Handling Do Not Disturb (DND) ​

If a room has a DND sign:

  1. Do not knock.
  2. In App: Select Skip Task.
  3. Reason: DND.
  4. Note time (e.g., "11:30 AM").
  5. System: Alerts Supervisor to follow up later.

Inspection Process (Supervisors) ​

For Supervisors only:

  1. Filter Dashboard: Select Pending Inspection.
  2. Walk the Room: Check key areas (Hair in tub? Dust on frame? Smells?).
  3. Action:
    • Pass: Tap Approve.
      • Room becomes Inspected (Ready for Guest).
    • Fail: Tap Reject.
      • Enter Reason: "Shower curtain dirty".
      • Task returns to Attendant as "Redo".

Inventory & Supply Management ​

It is critical to record what you use. This tracks costs and ensures we purchase enough soap.

  • Linen: Log stained/torn linen options like "Discard - Sheet".
  • Amenities: Log quantity accurately. Do not "hoard" items in your pockets.

Operations & Safety ​

Reporting Maintenance ​

Don't ignore a flickering light!

  1. In Task View, tap Report Issue.
  2. Category: Electrical / Plumbing / Furniture.
  3. Description: "Sink drains slowly".
  4. Priority:
    • High: Cannot sell room (e.g., No Hot Water).
    • Low: Cosmetic (e.g., Scuffed paint).
  5. Submit.
    • System: Creates Ticket for Engineering.

Lost & Found ​

If you find a guest item in a Check-out room:

  1. Secure it: Place in bag.
  2. Tag it: Write Room #, Date, Your Name.
  3. Deliver: To Housekeeping Office / Security immediately.
  4. Never leave it on your trolley.

Troubleshooting ​

IssueAction
Biohazard(Blood, Needle) Do not touch. Call Supervisor + Security immediately.
Damaged Room(Broken TV, Smoking Smell) Do not clean. Call Supervisor to take photo evidence before cleaning.
Tablet OfflineClean room using paper list. Update system when signal returns.
Guest RefusesPolitely acknowledge. Mark as "Refused Service".
Key Not WorkingCall Security/Front Desk. Do not ask a guest to let you in.

TIP

Safety First: Never mix chemicals. Always use the door stopper. Keep your trolley blocking the door while working inside.