How housekeeping should handle bulk refill packs

Start with the right size of pack

Refills are typically supplied in larger containers, such as one-litre and five-litre sizes. The right choice depends on how much your attendants can carry safely and how many dispensers a floor needs per week. Heavy packs on a trolley are a spill and back-injury risk, so many hotels decant to smaller packs only in the store, never in rooms. Match the size to your trolley and your people.

Think about who handles the packs. A strong porter can carry large packs to the floor store, while attendants load smaller ones into units. Separating these jobs reduces the number of times a heavy pack is moved through guest corridors. Describe the split in your standard operating procedure.

Receiving and checking

1. Check cartons for damage on arrival.
2. Look for leaks or stains on the outer packaging.
3. Check labels against the order: product, batch, date.
4. Record in the stock book and store upright.

Report damage to the supplier the same day with photographs.

Weigh a sample pack and write the weight on the shelf label. People rarely guess correctly, and knowing the number helps you decide what is safe for each team member. Review your manual handling guidance with your safety lead.

Transport on the floor

Carry packs upright in a tray or crate lined with a cloth. Keep them on the lower shelf of the trolley, never above shoulder height. Do not carry open packs. If your floors have steps or slopes, plan the route first. A small spill kit with absorbent cloths and a warning sign should travel with every trolley.

Plan for lifts and service corridors. A trolley with product moving through a crowded service lift at breakfast is a spill waiting to happen. Schedule restocking runs for quieter hours, and agree a route that avoids guest areas where possible.

Loading a dispenser

1. Wash and dry hands.
2. Open the unit with the key or tool provided.
3. Check the old pack or container is empty or nearly so.
4. Fit the new sealed pack as instructed and close firmly.
5. Press the pump until product appears, then wipe the nozzle.
6. Record the room and product if your log requires it.

Follow the supplier's loading guide. The exact method varies by system.

Keep the loading instructions on a laminated card inside the trolley. Photographs of each step help staff whose first language is not the language of the manual. Reinforce the card in a short practical session rather than reading it aloud.

Spills and waste

Wipe spills at once; many liquid products make wet tile slippery. Use a wet-floor sign. Empty packs should be rinsed or disposed of according to local rules and your supplier's guidance. Ask whether the supplier takes back packaging or can advise on recycling, and be honest about what happens locally. Our sustainability page describes our general approach.

Think about training on hygiene as well as safety. Product that touches a dirty glove or a mop bucket cannot be returned to a pack. Explain why the rule exists, so staff follow it when the supervisor is not looking. Repeat the training for new joiners within their first week, and refresh it twice a year with a short practical demonstration on a real unit and a real pack.

Review incidents openly. A spill is a process issue, not a reason to blame the attendant. Ask what made it likely, such as a rushed schedule or a slippery floor, and change that.

Recording and auditing

A simple log with date, room, product and initials adds only seconds and shows where product is going. Compare packs used against occupied rooms. An unexplained jump can mean a leak, a stuck pump or a misuse. Review weekly at first, then monthly.

If you want help setting up the process for your hotel, request samples and tell us your trolley type.

Add a monthly reconciliation: packs received, packs opened, packs empty, packs in stock. The totals should agree with occupancy within a reasonable margin. If they do not, walk the process and look for leaks, double loading or products leaving the building.

Questions on this topic

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