TRG Manual Soft Servicces

Training Manual / Hand Book
IN HOUSE TRAINING FOR KNIGHT FRANK

EMPLOYEES
SOFT SERVICES
Target Group for Training - FM Site Staff
“Continuous learning, a march towards excellence”
Training Manuals Issue Date: 10/03/2007

© Knight Frank 2007 Revision Date: 00.00.00
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Kn i g h t F r a n k
Facilities Management
Vision
To be in the forefront of the FM revolution in India
Mission
We tailor our FM services to the customer’s needs, expectations as

well as aspirations. We walk that extra mile to meet, if not
surpass, the customer’s requirements.
Through our unmatched services we create industry standards,

which would delight any demanding customer.
We aim at continuous improvement through innovations in our

services to the long-term benefit of our customers.
And thereby, we aspire to become the most preferred choice of

anyone seeking the best FM solutions.

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Index
Contents Page No
Part – 1
1) Introduction……………………………………………………….4
2) SOP’s – Task Procedures…………………………………………6
Part – 2
1) Machines, Equipments, Tools & Implements…………………….20

2) Chemicals and Consumables……………………………………...32
Part – 3
1) Standard Operating Procedures- Site Specific…………………….37

2) Training……………………………………………………………52

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Part – 1
Introduction
1. Facility Management (FM) is, “a profession that encompasses multiple disciplines to
ensure functionality of the built environment by integrating people, places, processes &
technologies”.
In short, FM involves the management of buildings & services, with services being
divided into hard & soft. The former includes services to ensure that a building’s systems
are operating efficiently and reliably while the latter applies to Housekeeping,
Horticulture, Pest Control, Cafeteria Management, Pantry Services, and Façade Cleaning
etc.
2. Housekeeping: In FM house keeping plays a very significant role. It can be defined

as:
• A place for everything and everything in its place.
• To provide a dirt, dust, smudges, bacteria free, clean and hygienic environment in
an establishment, which in turn enhances the life of assets & architectural fixtures.
3. In this Training Manual the emphasis is on:
• Housekeeping tasks procedures
• Machines and equipment
• Tools & implements
• Chemicals & consumables
• Documentation.
4. House Keeping Task Procedures: This section includes all task procedures involved
in various Housekeeping activities performed in different FM sectors like Malls,
Commercial Complexes, Residential, Industrial, BPO, KPO, Hotel & Guest Houses. The
procedures include different types of floor mopping, washroom cleaning, fixtures
descaling, peripheral area cleaning, daily cleaning, weekly cleaning, deep cleaning,
carpet shampooing, floor polishing, floor honing, water washing, dusting, scrubbing,
buffing, setting caddy kit etc.

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5. Machines & Equipments: This section includes all machines & equipments normally
required for mechanized cleaning. Mechanized cleaning is preferable over manual
cleaning, as it improves productivity and efficiency. Different types of machines &
equipments used are single disc scrubber, walk behind auto scrubber, ride-on-auto
scrubber, escalator cleaner, different types of vacuum cleaners, garbage incinerators, ergo
disc shampooing machine, carpet injection & extraction machine, sofa upholstery
injection & extraction machine etc.
6. Tools & Implements: This section includes all tools & implements required for
provision of efficient Soft services for various FM sites like wet-n-dry mopping system,
various types of wringer trolleys, H/K caddy kit, facility sign ages, ladders, glass cleaning
kit, wheel barrow, jobby clips, floor squeezes, sanitary brush etc.
7. Chemicals & Consumables: This section includes various chemicals & consumables
normally used as per FM industry benchmarks, having proper MSDS (material safety
data sheets). These include floor care chemicals like Taski R1, R2, R3, R4, R5, R6, R9,
Spiral, Crew Emerald, Suma Descaler, Suma Grill Taski 101 & 103 etc. Consumables
include C-fold towels, toilet rolls, jumbo rolls, liquid soap, face tissues etc.
8. Documentation: This section includes various documents required for different sites
to include soft services manager checklist, supervisor checklist, machine & equipment
checklist, snag list, joint inspection checklist, daily housekeeping checklist, pantry
checklist, grooming checklist, weekly project checklist, daily, weekly & deep cleaning
schedule, staff deployment plan etc.

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Standard Operating Procedures (Soft Services)
TASK PROCEDURES
1. Wet Mopping System:
• Requirement: Double bucket wringer trolley, Kentucky mop full unit, safety
signages, scraper, neutral chemical, luke warm water, mops & dusters.
• Procedure: First cordon off the area to be wet mopped by safety signages. Put
lukewarm water & neutral chemical in proper dilution into one bucket, other
bucket should have just lukewarm water. Take Kentucky full unit & dip it in the
bucket with chemical, wring it, do the wet mopping in a zigzag manner. Once the
mop refill is dirty, dip it into luke warm water, wring it, again put in neutral
chemical & continue the process till wet mopping is completed.
• Result: Floor surface glossy, free from any dirt or debris.
Wet Mop System
2. Dry Mopping System:
• Requirement: Dust control (blue) or speedy mop full unit, dustbin, scraper,
mops, dusters, dustpan, carpet brush & safety signages.
• Procedure: Select the area to be dry mopped, put safety sign ages, start dry
mopping from starting point & move in a forward direction towards ending point
in a “ u “ shape without lifting the mop unit in an empty area. In a busy hi-traffic
area, dry mopping should be done in a “8” shape movement, backward from
starting point to ending point, once dry mopping is done, lift the mop & clean the
refill inside the dustbin, collect dust left on ground by a carpet brush & dust pan.
• Result: Floor surface perfectly clean without any dust particles.

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DRY MOP SET
3. Wet -n- Dry Mopping System:
• Requirement: Microfibre mop full unit having microfibre refill 2 numbers (One
refill should be pre-soaked in neutral chemical), double bucket wringer trolley,
scraper, mops, safety signages, dusters, dustbin, carpet brush, dust pan.
• Procedure: Select the area, put safety signages, start dry mopping with
microfibre mop & move forward from starting point to ending point in a “ U “
shape in an empty area. Move backward in an “8” shape in a busy hi traffic area.
Once dry mopping is completed, remove the dirty dry microfibre refill & put pre
soaked refill, start wet mopping from starting point to ending point in a zigzag
manner.
• Result: Microfibre mops are highly electrostatic, thus they enhance cleaning &
efficiency.
4. Wash Room Cleaning:
• Requirement: Double bucket wringer trolley, microfibre mops, safety signages,

caddy kit, floor squeeze, mops, dusters, scraper, neutral, alkaline & acidic
chemical, supplies, toiletries, feather brush.
• Procedure: Put safety signages “Cleaning in Progress “outside the washroom.

Start cleaning in a clockwise or anticlockwise direction & from top to bottom.
Clean ceiling cobwebs with a feather brush. Start cleaning main door with a pre-
soaked duster in a neutral chemical, continue in a clockwise direction, apply
chemical on walls. Put acidic chemical in the WC. & Urinals, apply neutral
chemical, check for supplies, apply chemical on washbasin counter, check for
supplies, apply chemical on all dustbins. Again take a clockwise round, this time
cleaning all the fittings & fixtures, putting supplies wherever required. Start
cleaning floor from end point to start point, first dry & then wet mopping, arrange
all the items and spray a good room freshener.

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• Result: washroom is spic –n- span with all the fittings & fixtures clean supplies &
toiletries in place.
Wash Room
5. Water Washing:
• Requirement: Double bucket wringer trolley having luke warm water in one &
neutral chemical in the second bucket, floor squeeze, microfibre mop with one dry
refill & one pre soaked refill in a neutral chemical. Scraper, mops, dusters, safety
signage and a wet vacuum cleaner.
• Procedure: Select the area to be water washed and put safety signage. First put
dry refill in the neutral chemical bucket & without wringing, do the wet mopping
form start point to end point. Do floor squeezing in a to & fro direction from start
point to end point. Clean all the dirty slurry through a vacuum cleaner. Put the
pre-soaked refill in the microfibre mop, wring it properly & do wet mopping.
• Result: Floor shinning free from dirt, dust, stickiness etc.
6. Scrubbing:
• Requirement: Single disc scrubbing machine, red & green pads, neutral, alkaline
chemical, safety signage, mops, dusters, wet vacuum cleaner, microfibre mop
refills two number & scraper.
• Procedure: Select the area to be scrubbed, put safety signage, first do the dry
mopping, use scraper to remove sticky stains, start scrubbing the floor form
starting point to ending point through a single disc machine by filling neutral or
alkaline chemical, using red or green pad depending upon the type of flooring &
amount of soiling, scrub the floor in a zigzag manner without leaving any gaps

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once the scrubbing is complete use wet vacuum cleaner to remove dirty slurry, do
wet mopping.
• Result: Floor is free from all sticky & hard stains.
7. Buffing:
• Requirement: Hi speed burnishing machine (1200 rpm), 20 inches white pad,

safety signage, safety gloves and scraper.
• Procedure: Select the area to buffed and put safety signage, Start buffing through
hi speed-burnishing machine (with white pad) from start point to end point.
• Result: Floor looks glossy having regained its original gloss.
8. Setting Caddy Kit:
• Requirement: Neutral, alkaline, acidic chemical, power pads, spray bottle, feather
brush, mops, duster, pad holder and scraper.
• Procedure: Depending upon the area to be cleaned, start setting the caddy kit, for
e.g. for washroom cleaning, caddy kit should have neutral, alkaline, acidic
chemical in each container, mops dusters, power pads, WC brush, pad holder etc.
• Result: Properly set caddy kit enhances efficient & timely cleaning of an area.
9. Vacuuming:
• Requirement: Wet – n – Dry vacuum cleaner, different attachments for carpet,

computer, curtains, sofas etc, duster and scraper.
• Procedure: Select the area to be vacuumed. In case of a carpet, first check the
carpet for mending jobs and remove stains wherever necessary. Dry vacuum the
carpet using a carpet attachment from start point to end point, move hosepipe in to
& fro direction covering the area. Once dry vacuuming is complete, open the
vacuum body & clean the filter after each operation. For wet vacuuming remove
the filter, follow the same procedure & clean the body after each operation.
• Result: Carpet & floor shinning free of any dirt or water droplets.

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Light Duty Vacuum Cleaner
Heavy Duty Vacuum Cleaner
10. Sweeping of Peripheral Area:
• Requirement: Manual sweeping machine or ride on sweeping machine, mops,

dusters & garbage bags.
• Procedure: Select the outer peripheral area to be swept. Move the manual
sweeping or ride on sweeping machine from start point to end point in a
“U”shape. As the machine moves, the floor surface gets cleaned. Once completed,
empty out garbage tank and clean the machine properly.
• Result: Peripheral area is fully clean free from dust, dirt & debris.
Manual Sweeper
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11. Office Space Cleaning
• Requirement: Caddy kit, neutral chemical, mops, dusters, double bucket wringer
trolley, glass cleaning kit, garbage bag, power pads, floor squeeze, feather brush,
cobweb brush, supplies, micro fiber mops.
• Procedure: Select the office space to be cleaned, start cleaning from top to
bottom & from clockwise or anti clockwise direction. First clean the ceiling
cobwebs, then start from the entry point and clean workstations by doing the
dusting with a damp cloth, furniture, computers, dustbins as they come in your
way in a circular motion. Finally clean the floor whether tiled or carpeted &
replenish supplies. While cleaning, check for maintenance jobs & inform the
Engineering department so that by the time you finish cleaning the office,
maintenance jobs can also be completed.
• Result: office space properly cleaned & neatly arranged.
12. Dusting:
• Requirement: Damp duster, double bucket wringer trolley, luke warm water in
one & neutral chemical (diluted) in the second bucket.
• Procedure: Select the surface to be dusted, dip the duster into neutral chemical
and wring it fully to get the damp duster. Fold this damp duster until the last fold,
start dusting from start point to end point in a zigzag manner without leaving any
space. Keep opening the folds as you move until the whole duster from both sides
gets dirty. Now dip it into luke warm water, wring it & put it into neutral chemical
again. Damp duster is again ready for dusting.
• Result: Cleaned surface is free from any stickiness, dirt & dust.
Double Bucket Wringer Trolley Wet Mop Set
13. Chrome Fixtures Polishing:

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• Requirement: Chrome fixture polish, duster.
• Procedure: Select the fixtures. First clean the fixtures with a dry cloth, apply
paste polish on the fixtures, rub it vigorously, remove the dirty slurry and buff it
with a clean cloth.
• Result: Chrome fixtures have a sparkling shine.
14. Auditorium Cleaning:
• Requirement: Telescopic rod, cobweb brush, wet –n-dry vacuum cleaner, back-
n-pack vacuum cleaner, carpet spotting kit, carpet & chair shampooing chemical,
ergo disc 165 rpm machine having foam generator & sofa shampoo attachment,
power pad with holder, mops & dusters.
• Procedure: Select the auditorium to be cleaned. Always start cleaning form top
to bottom & in a circular motion (clockwise or anticlockwise direction). First
clean the ceiling vents, exhausts, cobwebs and speakers with a telescopic rod.
Start cleaning from the main door. Move in a circular motion and vacuum all the
sofas & chairs. Do carpet spot cleaning & mending jobs wherever necessary.
Start shampooing chairs & sofas by attaching hand shampooing attachment to the
ergo disc machine in a zigzag manner. Clean all wall hanging fixtures like fire
extinguishers, air fresheners etc, vacuum the carpeted floor, do spotting &
mending jobs, finally do carpet shampooing.
• Result: Auditorium is looking spic – n –span.
15. Escalator Cleaning:
• Requirement: Escalator cleaning machine, safety signages, mops, dusters,

neutral chemical, iron brush, thinner, paint remover, stainless steel polish etc.
• Procedure: First clean the escalator thoroughly (all the sections) by running it.
Switch off the escalator & put the escalator-cleaning machine at one end of the
escalator. Put safety signages and start the escalator. The machine has got a brush
that simultaneously cleans & releases the chemical, as the escalator moves. The
machine generally cleans the horizontal grooves; vertical grooves have to be
cleaned by manual method. For this, first apply a mixture of paint remover &
thinner on the vertical grooves of one section of the escalator form top to bottom
with the help of a mop, start cleaning the grooves with an iron brush. Once
cleaning is over, apply stainless steel polish on the side steel panels.

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• Result: All grooves of Escalator (vertical & horizontal) are clean.
Escalator Cleaning Machine

16. Fountain (Water body) Cleaning:
• Requirement: Alkaline, neutral, acidic chemical, chrome paste polish, scrubbing

machine, hand scrubbing brush, floor squeeze, safety signages, mops, dusters,
scraper.
• Procedure: First drain out all the water from the water body. Scrub the floor
either by machine or manually depending upon the space available using a
neutral, alkaline or acidic chemical. Depending upon the type of scaling (water
hardness), clean corners & vertical areas with a hand brush and apply chrome
paste on all the chrome fixtures.
• Result: Water body looks clean free from scaling & algae.
Scrubbing Machine Hand Scrubbing Floor Scrapper

Brush
17. Artificial Plants Cleaning:
• Requirement: Ladder, neutral chemical, feather brush, mops, dusters, safety

signages.

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• Procedure: First put safety signages. With the help of ladder, start removing the
artificial leaves one by one, clean the leaves with a neutral chemical, fix them
back, and clean the rest of the tree with a feather brush & a duster.
• Result: Artificial tree looks neat & shinny.
18. Entrance Floor or Lobby Area Deep Cleaning:
• Requirement: Wet – n – dry mopping system, telescopic pole, cobweb brush,

scraper, neutral chemical, feather brush, dust pan & brush, single disc machine,
walk behind auto scrubber or ride on machine, hand scrubber, wet – n – dry
vacuum cleaner, safety signages, mops, dusters, ladders of different sizes and
glass cleaning kit.
• Procedure: First cordon off the area to be cleaned (as lobby area being larger, it
has to be cleaned in sections), put safety signages and start cleaning from top
(ceiling areas). Clean corners, moulding, coffers, exhausts, AC vents with the help
of a ladder & telescopic pole. Once the top is clean, start from the entry point and
clean in a clockwise or anti clockwise direction entry glasses, wall fixtures, doors,
window glasses and wooden or fabric walls. Vacuum the sofas and finally scrub
the flooring using an appropriate scrubber machine based on the size of the lobby.
Once the floor is scrubbed, do buffing. Check alignment of fixtures & furniture
once the cleaning is completed.
• Result: Lobby looks impeccable.
19. Shop Floor Cleaning (Industry):
• Requirement: Safety signages, single disc walk behind or ride on scrubber

machine, ladder, mops, dusters, wet-n- dry mopping system, scraper, telescopic
pole, floor squeeze, hand scrubbing brush, neutral or alkaline chemical
(industrial) and wet – n – dry vacuum cleaner.
• Procedure: First select the section of shop floor to be cleaned and cordon off the
area by putting safety sign ages. Clean the ceiling areas with the help of a
telescopic pole & ladder clean the vertical areas doors, window glasses, industrial
machines & equipments (if permitted) with a neutral chemical & machine and by
using vacuum cleaner. Scrub the epoxy flooring using single disc walk behind or
ride on scrubber depending upon the size of area. Do wet mopping and set the
fixtures properly.

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• Result: Shop floor is looking neat & clean.
20. Daily Cleaning:
• Requirement: Wet-n-dry mopping system, vacuum cleaner, mops, dusters,

neutral chemical, safety signages & scraper.
• Procedure: Daily cleaning is basically done to clean reachable & visible areas on
a repetitive or daily basis. We start by cleaning vertical areas like entrance glass
door, wall fixtures, sofas (vacuuming), fabric or wooden wall, dusting of fixtures
& furniture, cleaning of workstations. Once the vertical area is complete, we clean
the horizontal or floor area by dry & then wet mopping using wet – n- dry
mopping system or vacuuming in case of carpeted flooring. Once cleaning is
completed, check alignment of fixtures & furniture.
• Result: All visible & reachable areas are clean.
21. Periodic or Schedule Cleaning:
• Requirement: Wet-n-dry mopping system, safety sign ages, mops, dusters,

ladder, wet-n-dry vacuum cleaner, scraper, hand scrubbing brush, glass-cleaning
kit.
• Procedure: Periodic cleaning or schedule cleaning is done at a stipulated time

depending upon the cleaning requirement of a particular area e.g.: - ceiling
chandelier, roof, atrium, artificial plants, AC vents & exhausts cleaning etc.
Specific equipment, tools, machinery & chemicals are required for cleaning of
each type of area. For ceiling atrium iron structure, aerial hydraulic ladder with
workable platform is required. First cordon off the area to be cleaned by putting
safety signages, place the hydraulic ladder to reach the ceiling height and clean
the iron structure by a neutral chemical, feather brush & duster. Clean glasses
using the glass cleaning kit and move the ladder to different area until the atrium
iron structure is fully cleaned.
• Result: Ceiling atrium iron structure looks neat & clean.

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22. Deep or Weekend Cleaning:
• Requirement: Wet-n-dry mopping system, wet-n-dry vacuum cleaner, mops,

dusters, scraper, floor squeeze, single disc, walk behind, ride on scrubber, cobweb
brush, feather brush, carpet brush, dustpan, garbage bag, safety sign ages, ladder
etc.
• Procedure: Deep cleaning or weekend cleaning is generally done at weekends

(keeping in mind less occupancy or foot falls) in offices & hotels. In malls it is
generally done on weekdays (as weekdays have less occupancy). First select the
area (office space) and cordon the area by placing safety signages. Clean the
ceiling coffers, exhausts, and AC vents. Then clean the vertical area like wall
fixtures, wall fabric, hangings, window glasses, doors and workstations in a
circular direction (clockwise or anti clockwise). Finally clean the flooring
(marble, granite, carpeted, tiled etc.). In case of carpeted flooring do vacuuming
& shampooing, otherwise do scrubbing & polishing.
• Result: Office space looks impeccable.
23. Floor Polishing:
• Requirement: Single disc polishing machine, polishing powder, floor squeeze,

wet-n-dry vacuum cleaner, wet-n-dry mopping system, double bucket wringer
trolley, buffing & polishing pads, safety signages, mops, dusters, scraper and
neutral chemical.
• Procedure: First select & cordon of the area to be polished by putting safety
signages, scrub the floor by single disc machine, neutral chemical & red pad
from one end & move in a zigzag manner to the other end. Collect all the slurry
through a vacuum cleaner. Make a thick paste of the polishing powder in a
measuring jar (normally 50 grams of polishing paste is used to polish 100 sq ft of
an area), spray the paste on the floor in a zigzag manner and polish the floor with
a single disc machine with red pads. The machine should start from one corner of
the starting point (there should be two corners of the selected polishing area both
for starting & ending point) & move towards other corner of the starting point
thus completing one pass. The machine has to complete at least eight to ten passes
& move towards end point. By this time the operator will feel the hardness in the
machine. Remove the slurry by using a wet-n-dry vacuum cleaner and carry out
buffing with a white pad & single disc machine in the same zigzag manner.
• Result: Floor is shinning.

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24. Floor Honing:
• Requirement: Same as for Floor polishing plus abrasive diamond grits 800 &
1500 one each is required.
• Procedure: First select the area of the floor to be honed & put safety signages.
Scrub the floor by using a neutral chemical & single disc machine. Now put 800
number abrasive diamond grit in the machine & start moving the machine in a
zigzag manner for at least twelve to thirteen passes (normally abrasive diamond
grit cuts one mm of an area & as the numbers of grits increase from 800 to 1500,
abrasive action decreases). & move towards end point. Repeat the process using
1500 girt. Remove the slurry by using a vacuum cleaner and do floor polishing as
described above (normally after honing the floor gloss level is 90 degrees for
Indian marble, 40 to 50 degrees for granite, 120 to 130 degrees for Italian marble
and 30 to 40 degrees for Kota stone).
• Result: Floor is glossier.
25. Floor Grinding:
• Requirement: Same as for floor polishing and honing plus Abrasive grits
numbers 200, 400 & 3000.
• Procedure: Cordon off the area selected for grinding. Scrub the floor with a
neutral chemical & single disc machine, and then use all the grits from 200, 400,
800, 1500 & 3000 on the floor for at least 12 to 13 passes (normally grinding is
done once in 6 months or a year depending upon the traffic, environment
condition & type of floor). Remove the slurry with a vacuum cleaner and do
polishing as described earlier. Because of greater abrasive action the floor
acquires more gloss has taken place.
• Result: Floor is glossier.
26. Carpet Shampoo (Dry Foam Application):
• Requirement: Ergo disc shampooing machine with foam generator attachment,

shampooing & spotting chemical, safety signages, carpet scissors & thread, wet-
n-dry vacuum cleaner, carpet spotting kit, carpet kicker, mops & dusters.

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• Procedure: First select & cordon off the carpet area to be foam shampooed.
Check the carpet stitching & mending jobs, check corners & tuck them properly
by using a carpet kicker. Do spotting wherever required using carpet-spotting kit
and vacuum the carpet. The carpet is now ready for shampooing. Put neutral
carpet shampooing chemical (normal ratio of dilution is 1:30 to 1:50 depending
upon the degree of soiling) in the ergo disc machine. Run the machine on the
carpet in a zigzag manner from one corner of the starting point to other corner of
the starting point thus completing one pass. Make at least 8 to 10 passes and move
towards the end point. Once the shampooing process is completed allow at least 2
to 3 hours drying time to the carpet. Once dried, do vacuuming with a pile lifter
attachment (pile lifter is basically used as an attachment with the vacuum cleaner,
it lifts all the carpet piles).
• Result: Carpet is clean & shinny.
27. Carpet Shampooing (Wet Application):
• Requirement: Same as for Carpet shampooing (Dry foam application) and a

carpet injection & extraction machine instead of ergo disc machine.
• Procedure: First select & cordon off the carpet area to be wet shampooed (wet
shampooing is normally done once in a 6 months or a year depending upon the
amount of soiling in the carpet). Check for stitching, mending jobs and do
spotting. Now take the injection & extraction machine, put shampooing chemical
& start from one corner of start point. Inject chemical into the carpet & move
towards the other corner of the start point thus completing one pass. In the same
manner move towards the end point (The injected chemical in the carpet reacts
with the soil deep inside and makes it loose and soft.). Finally do extraction of the
injected chemical in the same zigzag manner, give at least four to six hours drying
time to the carpet. Finally do vacuuming with a pile lifter attachment.
• Result: Carpet looks clean & shinny.
28. Upholstery Shampooing (Dry Foam Application):
• Requirement: Hand set shampooing attachment with a ergo disc machine &
foam generator, mops dusters, soft white pads, upholstery brush, wet-n-dry
vacuum cleaner, safety signages, spotting & shampooing chemical, scissors &
thread, bostic solution, spotting kit.

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• Procedure: First select & cordon off the area which has to be dry shampooed.
Check sofa & chair upholstery for stitching & mending jobs. Do spotting and
vacuum the sofa upholstery. Start form one corner of the start point & move
towards other corner of the start point in a zigzag manner thus completing one
pass. In the same way move towards the end point, rub the sofa upholstery with a
white soft pad in the same zigzag manner. Allow the sofa to dry for at least half
an hour and then do vacuuming.
• Result: Sofa & chair upholstery is clean & shinny.
29. Upholstery Shampooing (Wet Foam Application):
• Requirement: Same as above, upholstery injection & extraction machine

required instead of a hand set shampooing attachment.
• Procedure: First select & cordon off the area to be wet shampooed. Check sofa &
chair upholstery for stitching, mending jobs and do vacuuming. Inject the
shampooing chemical in the sofa upholstery & move form one corner of the start
point towards other corner of the start point thus completing one pass by moving
in a zigzag manner. In the same way move towards the end point (injected
shampooing chemical reacts with the dirt to loosen it and kills the bacteria.).
Extract the chemical in the same manner as described earlier & move towards the
end point. Once the wet shampooing is completed dry the sofa upholstery for two
to three hours before finally vacuuming the sofa.
• Result: Sofa upholstery looks impeccable.

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Part – 2
Machines, Equipments, Tools & Implements
MACHINES & EQUIPMENTS

1. Machines & equipments enhance cleaning quality and increase productivity through
mechanized cleaning. Following are the common machines and equipments used in
Housekeeping.
2. Vacuum Cleaners: A vacuum cleaner is a device designed to enable its user to

accomplish specific tasks easily & effectively. A vacuum cleaner uses airflow & suction
power to pick up various dirt, dust, oils and other particles in an efficient manner and
ensures that these are not re-circulated back into the living environment. Normally
vacuum cleaners are classified into following categories: -
• Commercial: These vacuum cleaners are used to do light vacuuming in office

premises or workplace. Some of the examples of this type in dry category are,
Baby Bora, Bora 12 and Back Pack Vacuum Cleaners from Johnson Diversey.
The accessories available with dry vacuum cleaners are, dusting brush nozzle,
radiator nozzle, pipe nozzle, upholstery nozzle, crevice nozzle, cloth bag, suction
tube, conical end piece, and a hose length of 2m. Some examples of Wet-n-Dry
vacuum cleaners are Vacuum at 12, Vacuum at 22 and Vacuum at 22T. The
accessories normally available with wet- n- dry machines include, suction tube,
hose length, angle coupling, squeegee with fixed blades for wet functions and
universal dust nozzle, filter basket, filter towel, dusting brush nozzle, crevice
nozzle, double filter paper bags for dry vacuuming.
Commercial Vacuum Cleaner

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• Industrial: These vacuum cleaners are designed for heavy-duty industrial
applications and are of wet –n- dry type. Typical examples include Vacuumat
44T, John Master GNX 2O and John Master GNX 30.
Industrial Vacuum Cleaner
3. Single Disc Scrubber Drier (Ergo Disc): A range of single disc machines used for
floor cleaning, carpet cleaning, marble cleaning & polishing, crystallization, wooden
floor maintenance, cleaning of epoxy / pvc floors, wax removal from surfaces, dry & wet
carpet shampooing, diamond cutting tech. It is basically a polyfunctional machine. The
common ones available are Ergo Disc 165, 200, 1200 and Diver Scrub 42+.
• Accessories: Scrubbing brush standard & abrasive, shampoo brush, foam

generator, solution tank – ten liters, pad drive 17”, standard drive, carrier disc for
grinding pads, high speed driving disc, hand shampoo set etc.
Single Disk Scrubber Drier
4. Automatic Scrubber Driers: Automatic walks behind & ride on scrubber driers are
used to maintain relatively large & very large areas. Hourly performance can go up to
thousand of square meter with a single operator. These are available in electric & battery
version, and in various sizes. The scrubbing and drying speeds are six to forty times
Page 21 of 58
faster than what can be achieved by hand. They reduce quantity of dust in the
environment and raise productivity by efficient & faster cleaning. Typical examples are
Swingo 500, 750, 1250, 2500, 3500 etc.
• Accessories: Scrubbing brush standard & abrasive, pad holder, pad drive, roller,
disc, one set of traction battery, battery charger.
Automatic Scrubber Drier
5. Sweepers: Walk behind & ride on sweepers are used to clean large paved surfaces.
These are very efficient in very dusty applications. They sweep & vacuum 6 to 40 times
faster than by hand and improve productivity. The quality of sweeping is far better as
compared to manual sweeping. In an international experiment the manual sweeping
results were compiled for a man of 25 years of age. Following observations were
highlighted. The quality of sweeping was good only for the first one & half hour. The
fatigue due to physical labour led to four hours of optimum work only. The sweeping
machine runs at optimum efficiency without any fatigue or boredom and produces quality
results. The machines in this category include, John Master Cobra, 870E, 1150 S, 1150 E,
John Master Magnum.
• Accessories: Left side brush equipped with hydraulic motor, side brushes speed
adjustment device, automatic filter shaking system, reverse speed warning light
kit, polyester bag filter kit and overhead guard kit.
Ride On Sweeper Walk Behind Sweeper
6. Carpet & Upholstery Cleaning Machines: These machines are generally used to
clean; dry & wet shampoo carpet & sofa upholstery. These spray the neutral chemical
into the object. Subsequently, the vacuum system sucks back the loosened dirt and grime.

Page 22 of 58
The entire cleaning is possible within few minutes. The machines in this category are,
Taski Aqua Mat 20 & 45.
• Accessories: Universal dust nozzle, upholstery nozzle, crevice nozzle, cotton bag,
filters bag, and a hose.
Carpet and Upholstery Machine
7. High Pressure Jet Cleaners & Steam Cleaners: A basic high-pressure jet cleaner
consists of a pump driven either by as electric motor or engine. The water used is either at
normal temperature or can be heated by fuel oil, gas or electricity. The pump drives the
volume of water while the nozzle at the end of the lance creates a high water pressure –
rather like pinching the end of a garden hose.
High Pressure Jet Cleaner and Steam Cleaner
• Cold Water High Pressure Cleaners: Cold-water cleaners can be generally

adjusted from high to low pressure & chemicals introduced by an injector at
around 1 to 5 %. Cold-water cleaners are usually used in buildings and peripheral
areas when soiling can be removed by cold water alone.
Cold Water Pressure Cleaners
• Hot Water High Pressure Cleaners: Hot water cleaner works basically in the
same manner as the cold water cleaner except that the water is heated up to 100

Page 23 of 58
degree centigrade in a boiler after it is pumped. These include John Master
Ontario 34, John Master LMX 120, and John Master Eagle 28.
Hot Water High Pressure Cleaners
• Accessories: Inlet brass fitting, high-pressure gun with water flow regulation,
high-pressure hose, and outlet hose quick coupling.
7. Escalator Cleaning Machine: This machine is very helpful in mechanized cleaning

of escalator. It reduces downtime & increases efficiency. There are brushes which
simultaneously clean the horizontal grooves of the escalator. It has two tanks one for the
neutral solution & the other for dirty water. It effectively cleans all the sections of the
escalator.
Escalator Cleaning Machine
8. Garbage Incinerator: Main incinerator equipment is single chambered having a

waste charging door & ash discharging facility. In the chamber there is a heat insulation
lining and electric heating elements used for burning solid waste. These are normally
available in 5kg & 25 kg sizes.
TOOLS & IMPLEMENTS
9. Commonly used cleaning tools & implements are discussed in the following
paragraphs.
10. Wet-n-Dry Mopping System: This system is basically used to do both wet-n-dry
mopping. It consists of a double bucket wringer trolley, microfibre refills, aluminum
handles and microfibre mop holder.
11. Jobby Clip: It includes Jobby brush & dustpan, used to pick up litter & trash from
outer areas.
Page 24 of 58
12. Maxi- Jolly Wet-n-Dry Mopping System: This is a wet-n-dry mopping system,
having double bucket wringer trolley, Kentucky mop full unit and blue dust control unit.
Mopping System
13. Safety Signages: These signages are basically used whenever a task is performed.
Following are the different signages e.g. Wet floor, cleaning in progress, Maintenance
work in progress etc.
Safety Signage’s
14. Caddy Kit: This plastic caddy kit is used for carrying cleaning chemicals &
consumables.
Caddy Kit
15. Floor Squeeze: It is basically used for squeezing water from the floor.
Floor Squeeze

Page 25 of 58
16. Hand Pad Holder: Used for scrubbing surfaces more effectively.
17. Cobweb Brush: Used for removing cobwebs from the ceiling & other areas.
Cobweb Removal Brush
18. Glass Cleaning Kit: It is used for cleaning glass surfaces. It has a window washer,
window squeegee, washer sleeves, rubber blades, safety scraper, sponge, telescopic pole
& safety belts.
Glass Cleaning Kit
19. Scissors Mop: The Scissors mops are “V” shaped and are used for wet-n- dry
mopping of larger areas.
20. Sanitary Brush: It is used for both scrubbing & squeezing action on the floor. It has
stiff polypropylene bristles that loosen dirt and black natural foam rubber that removes
dirt.
Sanitary Brush
21. Wheel Barrow: Used for picking up garbage from garbage pit & transferring it to
municipality van.
Wheel Barrow

Page 26 of 58
22. Ladders: These are used for high-rise cleaning. Aluminum ladders come in various
sizes e.g. 6, 12, 16, 21 ft.
Ladder
23. Hydraulic Ladder: These are aerial hydraulic work platform, which can go up to a
height of 21 to 30 mtrs for high rise cleaning of ceiling roof & outer façade glasses.
Hydraulic Ladder
24. Feather Duster: Used for cleaning of PCs and associated equipment.
Feather Duster
25. Spray Gun Bottles: Used for keeping diluted chemical for cleaning various surfaces.
Spray Gun
26. Chemical Dispensers & Diluters: These dispensers are used for diluting chemicals.
They are directly connected to the cans of concentrated chemicals & automatically
dispenses correct amount of chemical.

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27. Carbouy Pump: It is again used for dilution. It is basically in the shape of an
injection & works on injection & ejection principle.
Carbouy Pump
28. W.C. Brush: Used for cleaning WC bowl.
W.C. Brush
29. Toilet Pump: Used for cleaning blocked drainage.
Toilet Pump
30. Mats: These are used at different entry areas to control dirt, dust & moisture at the
door and thereby help in keeping the floors clean throughout the entire facility.
Mats Mats
31. Air Curtain: These curtains are used at the entrance areas of the facility. Whenever a
guest open the entry door a blow of air comes out which helps in eliminating bacteria,
microorganisms, dirt, dust mites etc.

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Air Curtain
32. Insect Fly Killer: Used in kitchen & food court areas. It helps in controlling of
insects.
Insect Fly Killer
33. Dust Bin: dustbin comes in various sizes e.g.: for outer areas, washrooms, lobby
areas, lift landing, stairs landings etc.
Dust Bin
34. Ashtray Bin: Ashtray bin are generally placed at hi traffic/ spitting areas e.g.: near
lift landings, entry points, inside washrooms, stairs landing etc.
Ashtray Bin
35. Soap Dispenser: used in the washrooms for dispensing liquid soap.

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Soap Dispenser
36. C-fold Towel Dispenser: used in the washrooms for keeping C-fold towels.
C-Fold Dispenser
37. Toilet Roll Holder: used in the washrooms for keeping toilet roll.
Toilet Roll Holder
38. Hand Dryer: used generally in the washrooms for drying hands.
Hand Dryer
39. Uni - Air Dispenser: used generally in washrooms & lobby areas, it has got a refill
which automatically sprays the perfume.
40. Auto Janitor Systems: these systems are basically installed at the project stage of a
building, these auto janitors are placed with the water pipeline of the urinal & wc system,

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when operational it helps in scaling, reducing bacteria, giving a good smell thus
increasing life of the fixtures & making your washroom smell & odour free.
Auto Janitor System

Page 31 of 58
CHEMICALS & CONSUMABLES
41. Following are the chemicals & consumables used.
42. Taski R1: It is basically a cleaner cum sanitizer, it is used mostly to clean bathroom
fixtures e.g.: tiles, taps, bath tubs, washbasin, it is alkaline in nature, proper protective
equipment like gloves, face masks etc. should be used while using this chemical, dilution
is 20 to 50 ml in 1litre of water for medium & high soiling.
Taski R1
43. Taski R2: It is a neutral multi purpose cleaner & sanitizer, it can be used for any kind
of surfaces & floors; light green in colour, dilution is 20 to 50 % depending upon the type
of soiling.
Taski R2
44. Taski R3: It is a neutral non ammoniated, glass cleaning chemical, it is neutral
chemical, basically used for glass & façade cleaning, light blue in colour, dilution 20 to
50 %, use of protective equipment is mandatory.
Taski R3
45. Taski R4: It is a ready to use chemical (RTU), white in colour, it is used for
polishing tabletops, chairs, and all kinds of furniture.
Taski R4

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46. Taski R5: It is a neutral air freshener, RTU chemical; it can be used in all areas to
give a good smell.
Taski R5
47. Taski R6: It is a mild acidic chemical, RTU chemical, dark blue in colour, used
basically on washrooms fixtures like WC, urinals, ppe equipments like goggles, face
masks, gum boots and hand gloves.
48. Taski R9: It is highly alkaline chemical, dilution from 50 to 100 % depending upon
the type of soiling, used to remove scaling, water hardness from all kind of surfaces like,
mirror, taps, floors etc.
49. Spiral: It is mildly alkaline chemical, used for cleaning highly soiled areas like,
industrial shop floor, cafeteria, back areas, wash room floors etc, dilution is 10 to 20 %,
use of personal protection equipments is necessary.
50. Suma Inox: It is a RTU chemical, used for polishing stainless steel fixtures like
elevator doors, escalator side partition etc.
51. Suma D5.2: It is a highly acidic descaler, used for descaling various surfaces.
52. Suma Grill: It is a highly alkaline chemicals used inside kitchen areas.
53. Crew emeral: Paste polish used for removing scale from washrooms fixtures like
taps, bottle trap, WC flush etc.
54. TR 101: Neutral concentrated carpet & sofa upholstery chemical, dilution is 30 to
100 % in 1 liter of water depending upon the type of soiling.
55. TR 103: Concentrated carpet & sofa upholstery spotter used for removing stains,
dilution 50 to 100 % in 1 liter of water depending upon the type of soiling.
56. Carpet Spotting Kit: carpet kit is having different chemicals for different stains,
POG pain, oil & gum remover, GPS general purpose spotter, tannin remover etc.
57. Snap Back: RTU chemical, granite polish maintainer.
58. Terranova: Spray & buff marble polish maintainer.
59. Lineo: Spray & buff wooden floor maintainer.

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60. Nobile: Polishing powder for marble floor.
61. Mansion Polish: Wax polish used for the polishing different counter surfaces.
62. Power Pads: Used for scrubbing & cleaning various surfaces.
Power Pads
63. Garbage Bag: Used for collecting garbage & trash.
Garbage Bag
64. Dusters: Different dusters like white, yellow, blue, white check, used for dusting
different surfaces.
Dusters
65. Mops: Used for mopping different floors.
Mops Mops

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66. Orange Gloves: For cleaning washrooms fixtures.
Orange Gloves
67. White Gloves: For pantry boys.
White Gloves
68. Brasso: Brass polish.
Brasso
69. Silvo: Silver polish.
Silvo
70. Odonil: For washroom fragrance.
Odonil
71. Urinal Cubes: Used in urinal to eliminate bad smell.

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72. Hit Spray: For controlling mosquitoes, flies etc.
73. Bottle Brush: For cleaning bottles & jars.
Bottle Brush
74. C-fold Towels: Used in the washrooms for personal use.
C-Fold Towels
75. Liquid Soap: Used in the washrooms for personal use.
Liquid Soap
76. Face Tissue: For personal use.
77. Toilet Roll: For personal use.
Toilet Roll

Page 36 of 58
Standard Operating Procedures (SOPs)
Following are the common SOP’S required for different type of sites
1. Malls
2. Residential
3. Commercial
4. Industrial
5. B.P.O. (Business Process Outsourcing)
6. Hotels / Guest Houses
LIST OF DOCUMENTS REQUIRED FOR MALLS

7. Checklists:
• Site Soft Service Manager Checklist

• Site supervisor checklist
• Washroom checklist
• Daily grooming checklist
• Daily machinery & equipment checklist
• Daily extra cleaning checklist
• Weekend deep cleaning checklist
• Daily staff deployment checklist
• Daily material consumption checklist
• Extra ordinary work checklist
• Client perception / feedback checklist
• Housekeeping store & pantry checklist
• Façade cleaning schedule checklist
• Daily pest control, horticulture, kitchen stewarding checklist
8. Registers:
• Daily log book

• Staff attendance register
• Housekeeping daily stock consumption register
• Housekeeping monthly stock consumption register
• Vendors / supplies register
• Daily housekeeping complaint register
• Daily maintenance complaint register
• Daily briefing register
• Uniform issue register
• Daily housekeeping reporting register
Page 37 of 58
• Equipment & assets register
• Lost & found register
• Site specific daily extra cleaning register
• Daily VIP meetings / visit schedule register
• Staff training register
• Pantry items register
• Pest control register
• Horticulture register
• Façade cleaning register
• Carpet & upholstery shampooing register
• Floor polishing register
• Kitchen stewarding register
• Office jobs register
• Horticulture tools & equipment register
• Pest control tools & equipment register
• Façade cleaning tools & equipment register
• Client / guest feedback register
• Client / guest history card register
9. Formats Schedules & Planners:
• Weekend deep cleaning schedule

• Monthly extra cleaning planner
• Carpet shampooing planner (usually every quarter)
• Carpet injection & extraction planner (usually half yearly or yearly)
• Sofa & chair upholstery shampooing planner
• Sofa & chair upholstery injection & extraction planner
• Wall fabric dry cleaning planner
• Ceiling artifacts, high rise cleaning schedule
• Atrium ceiling cleaning schedule
• Floor polishing and buffing schedule
• Floor honing and grinding schedule
• Horticulture equipment preventive maintenance schedule
• Façade cleaning equipment preventive maintenance schedule
• Housekeeping equipment preventive maintenance schedule
• Pest control equipment preventive maintenance schedule
• Pantry & vending equipment preventive maintenance schedule
• Kitchen stewarding equipment preventive maintenance schedule
• Office equipment preventive maintenance schedule
• Operative daily jobs card format
• Operative weekend job card format
Page 38 of 58
• Supervisor weekend job card format
• Daily / weekly / monthly training schedule (soft services)
• Office boys, pantry boy, housekeeping boy, pantry boy, gardener job card
• Facility Executive job card
• Stewarding boy job card
• Pest control boy job card
• Façade cleaning boy job card
• Staff duty roaster format
10. Reports:
• Daily housekeeping report or daily soft services report

• Weekly housekeeping or soft services report
• Monthly housekeeping or soft services report
• MSDS (Material safety data sheet) report
• Daily / weekly / monthly joint inspection report
• Site audit report
• Monthly inventory sheet or MIS report (soft services)
• Daily housekeeping complaint report (soft services)
• Monthly housekeeping complaint report (soft services)
• Weekly soft services complaint report
• Daily / weekly / monthly client feedback report

Page 39 of 58
LIST OF DOCUMENTS REQUIRED FOR RESIDENTIAL SITES
11. Checklists:

12. Registers:
• Daily log book

• Staff Attendance register
Page 40 of 58

• Carpet shampooing planner (usually quarterly)
• Office boys, pantry boy, housekeeping boy, pantry boy, gardener job card.
14. Reports:

Page 41 of 58
LIST OF DOCUMENTS REQUIRED FOR COMMERCIAL
15. Check Lists:

16. Registers
• Daily log book

Page 42 of 58

Page 43 of 58
18. Reports:

LIST OF DOCUMENTS REQUIRED FOR INDUSTRIAL
19. Checklists:

20. Registers:
• Daily log book

Page 44 of 58

Page 45 of 58
22. Reports:

LIST OF DOCUMENTS REQUIRED FOR B.P.O. (BUSINESS

PROCESS OUTSOURCING)
23. Checklists:

Page 46 of 58
24. Registers:
• Daily log book


Page 47 of 58

26. Reports:

Page 48 of 58
LIST OF DOCUMENTS REQUIRED FOR HOTELS / GUEST HOUSE
27. Checklists:

• Room cleaning checklist
28. Registers:
• Daily log book

Page 49 of 58

Page 50 of 58
30. Reports:


Page 51 of 58
Training Soft Services
Following are the common training topics required for soft services in different types of
sites
1. Malls
2. Residential
3. Hotels / Guest house
4. Industrial (Factories)
5. Commercial (Co-operative Offices)
6. B.P.O. (Business Process Outsourcing)
TRAINING TOPICS FOR MALLS
7. Soft Skills:
• Body language
• Personal hygiene
• Integrity
• Lost & found
• Guest approach
• Basic mannerism
• Discipline
• Induction of the company
• Grooming standards
• Communication skills
• Telephone etiquettes
• Client expectations
• Positive attitude
• Time management
• General do’s & don’ts
• Project knowledge
• Safety practice
8. On the Job Training / Housekeeping Task Procedures:
• Daily maintenance of carpet & upholstery at Auditorium

• Carpet & upholstery shampooing at Auditorium
Page 52 of 58
• Area Care: Polishing, floors, Washrooms, Offices, Food court, Garbage room,
Auditorium, Utility areas, Cafeteria, Escalators, Elevators, Service areas, Ceiling
atrium, Internal façade area cleaning etc.
• Maintaining housekeeping stores
• Maintaining stores
• To complete task on time
• Dusting levels
• Equipment & tools knowledge
• Setting housekeeping caddy kit
• Using Kentucky mop
• Use of speed mop
• Use of Wringer bucket trolley
• Kota stone, Granite, Marble, Wooden vitrified tiles flooring maintenance
• Descaling fixtures and drain plates
• Peripheral sand stone (Dholpur stone cleaning)
• Electrical room, terrace area cleaning
• Area cleaning frequency
• Alignment of furniture
• Handing over & taking over
• Wall fixtures & curtain cleaning
• Manual call point & fire hydrant point cleaning
9. Deep Cleaning / Super Cleaning:
• Skirting / floor corners cleaning

• Washroom deep cleaning
• Audi’s, terrace, ceiling atrium, food court, peripheral area, cafeteria, floors, utility
area, internal façade area, office area, parking areas, deep cleaning
• Carpet injection & extraction (half yearly)
• Sofa upholstery & wall fabric injection & extraction
• High rise cleaning
• Marble grinding & honing
• Kota stone, granite, dholpur grinding & honing
• Wooden floor striping
• Cleaning of hidden areas
• Step raiser cleaning
• Descaling
• Cobweb cleaning
• Object d’art & artificial cleaning
• Electrical room deep cleaning

Page 53 of 58
10. Chemical Training;
• Identify chemicals: - R2, R3, R4, R5, R6, R7, R9 & SPIRAL etc.
• Chemical dilution
• Right chemical for right task
• Importance of labeling chemicals
• Safety precautions
• Wastage / cost control
• Surface protection
11. Machine Training:
• Handling machines: - single disc DS 40+, Ride on machines, auto scrubbers,

industrial vacuum cleaner, hi- pressure Jet machine, escalator cleaning machine,
periphery manual sweepers, hand polishing machine.
• Procedures
• Surface safety
• Mixture of tasks
• Value for machines
• Debit if mishandled
• Personal safety
12. Supervisor’s Training:
• Documentation records
• Punctuality
• Area check & quality assessment
• Briefing & debriefing
• Client contact
• Cost effectiveness
• Types of housekeeping cleaning cycles
• Situation handling
• Communication skills
• Emergency handling
• Accuracy
• SOP Knowledge
• Equipment knowledge
• Shift handling
• Job responsibility
• Safety practices
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• Follow through
• Task knowledge
• Tools knowledge
• Chemical knowledge
• Job knowledge
13. Manager’s Training:
• Presentation
• Training
• SOP Knowledge
• Area check & quality assessment
• Documentation
• Cost effectiveness
• Excellent leadership quality
• Decision making
• Tools knowledge
• Material knowledge
• Equipment knowledge
• Emergency handling
• Follow through
• Client contact
• Safety knowledge
• Job knowledge
14. Residential:
• Soft skills, chemical, machine, supervisor and the manager’s training will remain
the same.
• Area care: Lift, lobby, staircase, garbage rooms, terrace areas, machine room,
lift room, electrical room, utility area, internal Façade towers cleaning.
• Daily maintenance of sofa upholstery

• Granite kota stone marble floor maintenance
• Towers ceiling cleaning
• Alignment of furniture
• Parking area cleaning
• Maintaining horticulture area
• To complete task on time
Page 55 of 58
• Stain removal
• Fire hydrant & manual call point cleaning
• Garbage bins cleaning
• Maintaining of housekeeping stores & pantry
• Equipment & tools knowledge
• Descaling of fixtures & drain plates
• Dusting levels
• Wall fixtures & curtains
• Handing over & taking over
• AC grill cleaning
• Elevators cleaning
• Spray cleaning
• Wall cleaning
• Descaling
• Cobweb removal
• Glass cleaning including removal of spots
• Deep cleaning of towers lift lobbies peripheral area
• Car parking area
• Ceiling roof
• Condominium area
• Staircases security area
• Fountain cleaning
• Marble kota stone granite honing & grinding
• Sofa upholstery shampooing
• Descaling of fixtures
• Cleaning of hidden areas
• Deep cleaning of artificial trees
• Object d’art & artificial cleaning
• Condominium offices deep cleaning
HOTELS / GUEST HOUSES

16. Soft skills, Chemical, Supervisor and the manager’s training will remain the same.
Page 56 of 58
17. Machine Training: Different types of machines i.e. disc DS 42+, Taski Ergo disc
165, Vacuum cleaner both dry & wet, hi pressure jet machine, hand polishing machine
• Area Care: Rooms, floors, staircases, main entrance, outer periphery, terrace,
Housekeeping pantries, utility areas.
• Room cleaning procedures
• Handling housekeeping pantry
• Handling housekeeping trolley
• Bathroom cleaning procedures
• Kitchen cleaning procedures
• Cleaning of occupied room
• Cleaning of departure room
• Checking of blocked room
• Checking of VIP rooms
• Lost & found procedures
• Room occupancy checklist
• Manager & supervisor checklist
• DND rooms
• Equipment & tools care
• Dusting level
• Setting housekeeping caddy kit
• Types of linen
• Bed making
• Marble granite kotastone polishing
• Carpet care & upholstery shampooing

• Deep cleaning of rooms
• Bathroom cleaning
• Deep cleaning
• Window glass cleaning
• Bathtub scrubbing
• Ceiling object d’art & ceiling chandelier cleaning
• Carpet & sofa upholstery injection & extraction
• Kota stone marble vitrified tiles granite grinding & honing
• Wooden floor stripping
Page 57 of 58
• Step raiser cleaning
• Skirting & floor / corners cleaning
• Cleaning of hidden acres
• Deep cleaning of floor corridors
INDUSTRIAL
20. Soft skills, supervisor, manager training will remain the same.
21. Chemical Training: Dettol & chemicals for food processing industries & other
establishment to be used selectively in industrial area.
22. Machine Training: Large Auto scrubber, Automatic ride on machine, manual
sweepers and large hi pressure jet machine
• Area Care: Procedures for peripheral area, stone area, cabins, service block,
laboratory area, admin block, cafeteria, utility area, plant room, DG & chiller
area, STP, WTP and ETP.

Page 58 of 58

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Training Manual / Hand Book

IN HOUSE TRAINING FOR KNIGHT FRANK

Target Group for Training - FM Site Staff

“Continuous learning, a march towards excellence”

Training Manuals Issue Date: 10/03/2007

To be in the forefront of the FM revolution in India

We tailor our FM services to the customer’s needs, expectations as

Through our unmatched services we create industry standards,

We aim at continuous improvement through innovations in our

And thereby, we aspire to become the most preferred choice of

Training Manuals Issue Date: 10/03/2007

1) Machines, Equipments, Tools & Implements…………………….20

1) Standard Operating Procedures- Site Specific…………………….37

Training Manuals Issue Date: 10/03/2007

2. Housekeeping: In FM house keeping plays a very significant role. It can be defined

• A place for everything and everything in its place.

3. In this Training Manual the emphasis is on:

• Housekeeping tasks procedures

• Machines and equipment

• Tools & implements

• Chemicals & consumables

Training Manuals Issue Date: 10/03/2007

Training Manuals Issue Date: 10/03/2007

1. Wet Mopping System:

• Result: Floor surface glossy, free from any dirt or debris.

Wet Mop System

2. Dry Mopping System:

• Result: Floor surface perfectly clean without any dust particles.

3. Wet -n- Dry Mopping System:

4. Wash Room Cleaning:

• Requirement: Double bucket wringer trolley, microfibre mops, safety signages,

• Procedure: Put safety signages “Cleaning in Progress “outside the washroom.

Training Manuals Issue Date: 10/03/2007

• Result: Floor shinning free from dirt, dust, stickiness etc.

Training Manuals Issue Date: 10/03/2007

• Result: Floor is free from all sticky & hard stains.

• Requirement: Hi speed burnishing machine (1200 rpm), 20 inches white pad,

• Result: Floor looks glossy having regained its original gloss.

8. Setting Caddy Kit:

• Requirement: Wet – n – Dry vacuum cleaner, different attachments for carpet,

Training Manuals Issue Date: 10/03/2007

Heavy Duty Vacuum Cleaner

10. Sweeping of Peripheral Area:

• Requirement: Manual sweeping machine or ride on sweeping machine, mops,

• Result: office space properly cleaned & neatly arranged.

Double Bucket Wringer Trolley Wet Mop Set

13. Chrome Fixtures Polishing:

Training Manuals Issue Date: 10/03/2007

• Result: Chrome fixtures have a sparkling shine.

14. Auditorium Cleaning:

• Result: Auditorium is looking spic – n –span.

15. Escalator Cleaning:

• Requirement: Escalator cleaning machine, safety signages, mops, dusters,

Training Manuals Issue Date: 10/03/2007

Escalator Cleaning Machine

• Requirement: Alkaline, neutral, acidic chemical, chrome paste polish, scrubbing

Scrubbing Machine Hand Scrubbing Floor Scrapper

• Requirement: Ladder, neutral chemical, feather brush, mops, dusters, safety

Training Manuals Issue Date: 10/03/2007