House Keeping notes
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Thursday 19 March 2020
Wednesday 18 March 2020
ROUTINE SYSTEMS AND RECORDS OF HOUSEKEEPING DEPARTMENT
ROUTINE
SYSTEMS AND RECORDS OF HOUSEKEEPING DEPARTMENT
Planning
is vital for the housekeeping department. The success of this
planning reflected in the daily routine followed in the housekeeping
department. The Executive Housekeeping guides his/ her team in
carrying out the daily routine, which he/she would have established
and improved upon since the inspection of the hotel. The entire
planning process, however efficient on paper, will result in an
inefficient housekeeping set up if not transcribed into good daily
routine activities.
The
housekeeping
day
refers to that part of the 24 hours in a day when housekeeping
operations are in full swings. For systematic management of the daily
routine of the housekeeping department, the housekeeping department
is divided into 3 shifts.
Morning
shift: 7 am to 4 pm
Afternoon
shift: 2pm to 11 pm
Night
shift: 11 pm to 8 am
OPENING
THE HOUSE:
Opening
the house refers to a daily operational procedure whereby rooms are
assigned for servicing to GRAs schedule for work that day. Opening
the house is the supervisory activity and should be completed before
the workers arrive for work that is before 7 to 8 am. The night
supervisor keeps ready the night report or the occupancy report
generated at night by the front desk attendant. The night supervisors
also pass the list of arrivals and departures obtain from the front
desk to the assistant housekeeper. Based on these two documents, the
assistant housekeeper prepares the daily work report. As part of the
opening duties, the 1supervisors take over from the previous shift
staff and checks the keys. They peruse the log book, which is used to
convey information from one shift to another.
MORNING
SHIFT
REPORTING:
The morning shift employees punch in their cards and proceed to the
locker room to change into their uniforms. Normally the soiled
uniform would have been exchanged on one-to-one basis. The uniformed
staff then report to the control desk at the allotted time for the
morning shift which may vary between 7-8 am .The activities carried
out by the employees in the morning shift are described in this
section.
-
Briefing- The deputy housekeeper or the executive housekeeper will hold the briefing for all the employees at the beginning of the work shift. The process facilitates the two way communication between the management and the staff. Usually this is the time at which grooming standards are checked, before allocating jobs to the staff. The following may be communicated in the briefing:
●Any
VIP in the house
●Policies
and new procedures to be followed by the staff.
●Job
allocations
●Immediate
reporting relationship for the shift.
●Checking
the grooming standards and the personal hygiene.
●Appreciation
for work well done on earlier shifts.
●Rectification
required
●Banquets
and other events to be held in the hotel
ROOM
ASSIGNMENTS: After
briefing, the floor supervisor’s handover the room assignment
sheets to the GRAs. Blank room assignment sheets are prepared in
triplicate so that they can be used for updating the room status in
the afternoon and in the evening. Each room assignment sheet
indicates the rooms that the concerned GRA has to service, giving
their status. The GRA clip these sheets onto their cart before
proceeding for work. The room’s assignment sheet helps the GRA to
prioritize the servicing of rooms.
SECOND
SERVICE: Second
service is provided on the special request of a group after the
guestroom has already been serviced earlier of the day. The guest he
has had visitors in his room for a party or meeting.
DUTY
ROASTER: Duty
roasters specify the allotment of jobs, hours of duty, and days off
for each member of the staff. To make for an even share of duties,
the roaster should be roaster should be rotated even five weeks.
Planning
of roaster:
It
ensures the exact number of staff required to be on duty at any given
occupancy.
The
staff working hours are as per their employment contract.
That
regular off days is availed for enhancing productivity.
Knowledge
of which employees are present on the premises in instances of
emergencies.
Accuracy
in attendance and payroll reports.
DUTY
ROASTER OF ROOM ATTENDANT
Floor | Name | MON | TUE | WED | THURS | FRI | SAT | SUN |
2nd A | Ram |
MD
|
MD
|
MD
|
MD
|
MD
|
OFF
|
MD
|
2nd B | Tina |
OFF
|
MD
|
MD
|
MD
|
MD
|
MD
|
MD
|
3rd A | Nakul |
MD
|
MD
|
MD
|
MD
|
OFF
|
MD
|
MD
|
3rd B | Vineet |
MD
|
OFF
|
MD
|
MD
|
MD
|
MD
|
MD
|
4th A | Gautam |
MD
|
MD
|
OFF
|
MD
|
MD
|
MD
|
MD
|
4th B | Abhishek |
MD
|
MD
|
MD
|
OFF
|
MD
|
MD
|
MD
|
5th A | Kapil |
MD
|
MD
|
MD
|
MD
|
MD
|
MD
|
OFF
|
5th B | Rajni |
MD
|
MD
|
MD
|
MD
|
OFF
|
MD
|
MD
|
RELIVER | Soma |
OFF
|
AD
|
MD
|
MD
|
AD
|
MD
|
MD
|
AFTERNOON
SHIFT
|
||||||||
2, 3 | Anil |
AD
|
OFF
|
AD
|
AD
|
AD
|
AD
|
AD
|
4, 5 | Vikram |
AD
|
AD
|
AD
|
AD
|
OFF
|
AD
|
AD
|
NIGHT
SHIFT
|
||||||||
FLOORS | Nitin | ND | ND | ND | OFF | ND | ND | ND |
FLOORS | Arya | ND | ND | ND | ND | ND | ND | OF |
HANDOVER
OF KEYS:
Once the GRA have received their room assignment sheets, they are
handed the floor master keys for their particular floors by the
deputy housekeeper. The keys in the housekeeping department usually
hung in the key cabinet mounted on the wall next to the control desk.
The key cabinet should be kept locked at all the times. Each GRA has
to have to sign for the keys received in the key control sheet.
READYING
THE CART:
The GRA armed with the master keys, and then proceed to the floor
pantries on their individual floors. It is to be noted that the carts
are kept ready for servicing guestrooms by the staff from the
previous shift.
ROOM
SERVICE AND INSPECTION:
Having collected their carts and supplies, the GRA now proceed to
service the guestrooms. As on change rooms, normally the first
priority, are cleaned by the GRAs, the floor supervisor inspects the
rooms and informed to the control desk supervisors.
The
order of cleaning guestrooms is as follow:
1.
Guest requests for early make up. (E.M).
2.
V.I.P rooms (before11:00am)
3.
Check-out status rooms blocked for new arrivals.
4.
Check out rooms.
5.
Occupied rooms with ‘please make my room’ signs posted.
6.
Stay overs
7.
Rooms that had a DND card displayed earlier in the morning.
8.
Rooms due to move to check – out status much later in the day.
CLEAN
UP, REPORTING AND HANDOVER:
The
GRA now send all the soiled linen down to the linen chute or in some
hotel the housemen takes the soiled linen to the laundry on the linen
trolley. Around 3 pm, The GRA restocks the cart for evening guest
room service. They washed the used tooth glasses collected during the
day, dispose of trash, mix the correct dilution of cleaning agents,
restock the hand caddies with cleaning supplies, restock linen and
leave the floor pantry neat and clean. The floor supervisors collect
and file away all forms and reports and they submit their worksheet
at the control desk. The supervisors make relevant entries in the log
book. This is the time when the afternoon shift crew is reporting for
the work. There should be a shift overlap of at least one hour to
facilate handover and takeover for duties. The morning shift staff
handover keys at the control desk sign the key control sheet and
assemble for their debriefing.
CHECKLIST:
Checklists help to ensure all work is done appropriately without
anything is left to be completed.These are various checklists
referred and filled by the housekeeping staff-
-
Guest supplies checklist.
-
Guest room cleaning checklist
-
Guest room bathroom cleaning checklist
-
Swimmming pool cleaning checklist.
-
Housekeeping standard checklist for spa.
GUEST
ROOM INSPECTION
This
is the planned, systematic process in which guestrooms are checked
for cleanliness and maintenance and accordingly approved for
occupancy by supervisors. The supervisor inspects the guest rooms
keeping in mind that their last look will be the guest’s first look
at the room. The supervisor inspect for anything that is not up to
the establishment’s standards before the guest find them a miss.
Room inspection also recognises the need for deep cleaning and other
maintenance activities, A systematic method should be followed while
inspecting guestrooms that the process is thorough, leaving no room
for neglect. The Executive housekeeper should develop an efficient
checklist to help supervisors in this aspect for their work. The
inspection of bedrooms and bathroom may be carried out in a clockwise
or an anticlock wise direction, moving from high to low levels, first
checking every articles on the wall and against the wall. The
supervisors then need to check all the free standing items, again
working in the same particular direction. The floor and ceiling
should be checked. Then final look around the room is important to
place things in perspective.
ENTERING
CHECKLIST:
Inspection
of the cleaned areas forms the major part of the supervisor’s work.
In this regard inspection checklists are vital tools for the
supervisors. Checklist should be developed for all the areas that the
housekeeping department is responsible for cleaning and maintaining.
The ideal checklist itemizes all surfaces and articles, lay down the
standards of cleanliness to be achieved and allow space for
supervisors to indicate check and record any observations. The more
detailed the checklist, the more thorough is the inspection, and the
more in conformance to set standards as the cleaning.
LOG:
Another
important register kept for reference at the housekeeping control
desk is the log book. The log book is used to record all messages
that staff from an earlier shift want to convey to the employee on
the next shift. All supervisors reporting for the work should peruse
the log book for any important message left for them by the staff of
the previous shift.
ROOM
STATUS CHECK:
The report that allows the housekeeping department to identify the
occupancy or conditions of the property’s room. It is generated
daily through a two way communication between housekeeping and the
front office.
It’s
an important activity by the housekeeping staff to physically check
the room status.
The
GRA carry out a physical check of the room status and enter it in the
room assignment sheet. In some properties, the GRA, after carrying
out a physical check of the room status, relates the same to the
control desk supervisor over the phone. Along with the room status,
the GRA also indicates how many guests occupancy a particular room.
If there is any discrepancy between the room status received from the
front desk and the actual physical status of the room, the GRA should
immediately inform the floor supervisor, so that it can be cleared
with the front desk.
The
various report in a room report /room occupancy report.
V
– Vacant Dep,
C/O – departure, check out
OOO-
out of order O – occupied
ED-
expected departure DL- Double lock
GRS/SR
– Guest refused service SB- Scanty baggage
DND – Do not disturbSL- Service later
Sleep
out- S/O
Room
Occupancy Report
|
|
|||||||||||||||||||||||||||||
Date :-
|
Time :-
|
|||||||||||||||||||||||||||||
Room No.
|
Pax
|
Status
|
Room No.
|
Pax
|
Status
|
Room No.
|
Pax
|
Status
|
ROOM
CODES
|
|||||||||||||||||||||
201
|
301
|
401
|
||||||||||||||||||||||||||||
202
|
302
|
402
|
||||||||||||||||||||||||||||
203
|
303
|
403
|
||||||||||||||||||||||||||||
204
|
304
|
404
|
||||||||||||||||||||||||||||
205
|
305
|
405
|
||||||||||||||||||||||||||||
206
|
306
|
406
|
||||||||||||||||||||||||||||
207
|
307
|
407
|
||||||||||||||||||||||||||||
208
|
308
|
408
|
||||||||||||||||||||||||||||
209
|
309
|
409
|
||||||||||||||||||||||||||||
210
|
310
|
410
|
||||||||||||||||||||||||||||
Signature
of Housekeeper
|
Signature
of Front Office
|
INSPECTION
CHECKLIST:
Inspection
of the cleaned areas forms the major part of the supervisors work. In
this regard, inspection checklists are vital tools for a supervisor.
Checklist should be developed for all the areas that the housekeeping
department is responsible for cleaning and maintaining. The ideal
checklist itemizes all surfaces and articles, lays down the standard
of cleanliness to be achieved and allows space for supervisors to
indicate checks and records any observations. The more detailed the
checklist, the more thorough is the inspection and the more is
conformance to set standards is the cleaning.
MAINTENANCE
WORK:
The
maintenance department is responsible for the provision of
engineering facilities that contribute to the comfort of the guests
and increase the efficiency of staff. The housekeeping department
depend on maintenance to keep things in order. While carrying out
their schedule work, housekeeping employees may find some
deficiencies in the hotel facilities, such as faulty electrical
plugs, leaking pipes or malfunctioning air conditioning units or WC
cistern. The housekeeping department often takes the first step in
maintenance function for which the maintenance department is
ultimately responsible. However these deficiencies and faults should
be immediately reported to maintenance.
There
are various heads under which maintenance work is done:
ELECTRICAL
BOILER
MECHANICAL
PLUMBING
CIVIL
CARPENTERY
PAINTER
POLISHER
There
are three level of maintenance work:
ROUTINE
MAINTENANCE:
These involve maintenance activities that relates to the general
upkeep of the hotel. They occur on the regular basis, daily or weekly
and require minimal training or skill.
These
works do not call for the making out a formal work order. Examples of
such activities are the replacement of fused light bulbs, polishing
of furniture, cleaning of windows and floors and so on.
PREVENTIVE
MAINTENANCE:
This is the systematic approach to maintenance in which situations
are identified and corrected on a regular basis to control costs and
keep larger problems for occurring.
It
involves for inspection, minor corrections and initiation of work
orders.
The
necessary work is then referred to the maintenance department through
the formal work order system. The chief maintenance officer then
schedules this maintenance work to be done.
SCHEDULE
MAINTENECE:
This involves maintenance work by a work order. Work order is a key
element in the communication and coordination between housekeeping
and maintenance.
The
moment the housekeeping personnel detects a problem that requires
attention from maintenance, he/she calls the housekeeping desk,
stating the nature of the problem, the kind of assistance required
and the location where it is required. The control desk fills out a
work order form in triplicate, each copy being of a different colour.
One copy is sent to the executive housekeeper and the two copies to
the maintenance. The chief engineer keeps one of these copies and
gives the other to the tradesperson assigned to do the repair. When
the job is completed, the copy of the trade person’s completed work
order is sent to the executive housekeeper for acknowledgement of
work satisfactorily completed. If this copy is not sent to the
executive housekeeper within an appropriate period of time,
housekeeping issues another work order which signals maintenance to
provide a status report on the requested repair
Now
a day, many hotels install a computerised maintenance management
system (CMMS)
GUEST
SPECIAL REQUEST REGISTER:
A part from all the normal facilities provided in the rooms sometimes
guest requested guest request extra or additional items .Usually they
call to the housekeeping control desk for their requests.The
Executive Housekeeper is responsible for maintaining adequate supply
to meet guest requests.
Various
type of request are:
-
Extra bed sheet, single or double.
-
Extra pillow, soft, hard, feather, foam pillow according to their need.
-
Iron and iron board.
-
Hot water bag.
-
Baby cot, high chair for eating purpose for kid.
-
Extra rollaway bed.
-
Extra towels like bath sheet, hand towel, face towel.
-
Alarm clock, ice packs, and electric shavers.
-
Extra blanket, some guest also request for non-allergic blankets, heated blanket.
RECORD
OF SPECIAL CLEANING: Special
cleaning is carried out periodically in all guest rooms to restore
them to the HK to carry this through the maintenance department.
During special cleaning it may be possioble for maintenance to check
all fittings and room equipment.Eg Shampooing of carpet, pest
control schedules, etc
CALL
REGISTER/GUEST MESSAGES REGISTER:
The housekeeping control desk acts as a point of contact for in house
guests who require any housekeeping related service. In call register
all messages of is guest is recorded like message could be certain
guest loan items or a request for a second service and so on.The
housekeeping control desk is responsible for taking these guest
message and passing them on the concerned staff.
VIP
LISTS:VIP
is a very important people who are influential (and often
overbearing) and given the utmost importance and care in the
hotel.CIP are commercially important people who gives business to the
hotel. They are either VIP 2- Presidents, CEOs and MDs of renowned
companies or VIP 3- regular repeat guest mostly known to the
management.
The
list of VIPs coming to stay the hotel is passed on from the front
office to the control desk. On receiving this information, the
executive or the assistant housekeeper personally supervises the
servicing of the VIPs rooms. The housekeeping department also needs
to make arrangement for the VIP rooms. The
Housekeeping
department also needs to make arrangements for the flowers in the
VIPs guest rooms.
VIP
rooms are checked personally by the Assistant Housekeeper or the
Executive housekeeper. The guestroom is opened and looked over to
gauge how it will be seen by the VIP guest when he/she enter in the
room. The more thorough checking is done. VIP amenities are also
placed.
LOST
AND FOUND PROCEDURE:
All unclaimed articles found on the hotel premises should be handed
over the housekeeping control desk. The lost and found items should
be stored in an area that is secure and accessible only to the
executive housekeeper and the control desk supervisor.
Steps:
-
When an employee finds an item left behind by a guest he has to immediately turn it over to the lost and found.In no case the employee should leave the item in an unsecured spot.
-
The item is handed over to the housekeeping department in a bag with the room number/area found/date/time, the article found and the guest’s name written on the lost and found from and placed in the bag.
-
The item is then given to the desk coordinator for registration of the article.
-
The desk coordinator then makes the entry in the lost-and-found register stating the guest’s name, serial number, room number, the date, finder’s name and signature, etc.
-
The desk coordinator then informs the front office and security about the item found and also enters it in the guest profile in the computer.
-
According to the hotel policy, the desk coordinator then tries to contact the guest either through mail or telephone and informs the guest about the item left behind.
-
If the guest claims the item, the claimant has to sign on the original copy stating “received” which is then filed in the lost-and-found property claimed file.
-
The same is done if the guest wants the item to be posted.
Format
of letter to inform guest about the lost-and-found item
Respected
Sir/Madam,
We
would like to inform you that the ……………………………………………
found by ……………………………………… on
……………………………………. has not been claimed
by anyone so far. Therefore, Sir/Madam, if it belongs to you,
kindly contact us with the details of the article so that we can
arrange for sending it to your address. We, as our policy, keep an
unclaimed article for a period of 6 months. If there is no
response from your side before this period, we are not liable for
any claims made later.
|
Disposal
of Article not claimed
-
Lost-and-found articles may be stored for 3-6 months by a hotel, depending on the hotel’s policy
-
The unclaimed items are disposed of according to hotel policy; it can be either given to the founder or to charity or auctioned after six months
-
Edible items are generally disposed of within two to three days
-
For passports, the security is informed and they contact the embassy immediately
-
For credit cards, the banks are contacted
-
For airline tickets, the airlines are informed
-
Liquor is generally given off to the food and beverage department
MAINTENANCE
WORK ORDER/JOB ORDER-
It is Slip send to the maintenance department by the housekeeper for
any repairs to be done in the areas. With the computers in use,the
maintenance request is now fed in the system itself.
MAINTENANCE
JOB ORDER
|
||
Room
No
|
Date
|
Time
|
Nature
of Complaint
|
||
Supervisor
Signature
|
Work
Maintenance order: It
is a slip to send to the maintenance department by the housekeeping
for any repairs to be done in the areas. With the computers in use,
the maintenance request is now fed in the system itself
Lost
and Found: It
is used to record any article left behind by the guest.
Lost
and Found Slip
No.
10432
RECORD
OF PROPERTY FOUND
|
||||||||||||||||||
Where
Kept:
|
Front
Office Signature
|
Housekeeper’s
Signature
|
||||||||||||||||
How
disposed of
Received
Property described above :
Date
:
(while
copy with the article, Pink copy for Front Office and Yellow copy
in Book for Housekeeper)
|
Log
Book :
It is maintained to record all messages which one shift staff conveys
to another it is also used as a documented hand over` of shift.
- Housekeeping Log BookShift..................... Time..................... Date...........Log entries...................................................Signature of Floor Supervisor____________
Guest
special request register: It
consider a variety of guest supplies and amenities for the guest
needs and convenience the executive housekeeper is responsible for
storing, distributing and maintaining adequate inventory.
Apart
from all the normal facilities and supplies provided in the hotels
sometime guests requests extra or additional items usually they
telephone to housekeeping desk for their request. Various types of
guest request are: extra bed sheet, blanket, heated blanket, iron
with ironing board, heating pad or ice packs, alarm clock, shaver,
baby cot, rollaway bed.
GUESTS
SPECIAL REQUEST REGISTER
|
||||||
Sr.
No.
|
Date
|
Room
No.
|
Item
|
Date
of departure
|
Signature
of receiver
|
Remarks
|
Guest
call/message/service register: It
is used to record all communication (message/requests/complaints)
with the guest.
Guest
Message Register
Date:
|
||||||||
Room
No.
|
Nature
of request
|
Time
of request
|
Received
by
|
Sign
|
Action
taken
|
Time
|
Services
completed
|
Time
|
LINEN
ROOM ENTRY BOOK
Serial
No:
Date:-
|
|||||||
Items
|
1st
Floor
|
2nd
Floor
|
3rd
Floor
|
4th
Floor
|
Total
Linen Record
|
Total
Linen sent to Laundry
|
Remarks
|
Bed
sheets
|
|||||||
Pillow
Cases
|
|||||||
Table
Cloths
|
Checklist:
A
checklist means a list of things that you must think about, or that
you must remember to do.
HOUSEKEEPING DEPARTMENT ROOM CHECKLIST
Hotel
Name
Sr.
No.
|
Name
of Article
|
Room
No.
|
Room
No.
|
Room
No.
|
Room
No.
|
1.
|
Door
|
||||
2.
|
Door
Lock
|
||||
3.
|
Bell
|
||||
4.
|
Peephole
|
||||
5.
|
DND/
Make my room card
|
||||
6.
|
Lights
|
||||
7.
|
Threshold
|
||||
8.
|
Wardrobe
Door
|
||||
9.
|
Fire
exit plan
|
||||
10.
|
Hangers
|
||||
11.
|
Extra
Pillow
|
||||
12.
|
Extra
Blanket
|
||||
13.
|
Laundry
Bag
|
||||
14.
|
Laundry
Rate list
|
||||
15.
|
Air
conditioner
|
||||
16.
|
Luggage
rack
|
||||
17.
|
Lining
papers
|
||||
18.
|
Shoe
shine card
|
||||
19.
|
Vestibule
Ceiling
|
||||
20.
|
Dressing
Table/ Stool
|
||||
21.
|
Ash
Tray
|
||||
22.
|
Match
Box
|
||||
23.
|
Candle
stand
|
||||
24.
|
Folders
|
||||
25.
|
Writing
Material
|
||||
26.
|
Guest
Comment Card
|
||||
27.
|
Room
Service menu
|
||||
28.
|
Breakfast
Card
|
||||
29.
|
Tea
coffee maker
|
||||
30.
|
Waste
paper basket
|
||||
31.
|
TV/
TV prog. Card
|
||||
32.
|
Mirror
|
||||
Signature
of Housekeeper Date
|
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