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Unit
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I B.Sc (CS & HM)
First Semester Notes
One
House Keeping Management
SYLLABUS
 Introduction to house Keeping department Objective, Types of establishments, organizational
Structure of the House Keeping Department (Small, Medium and large). Duties & responsibilities
of House Keeping personnel.
 Functions of House Keeping department.
 Desk Control – records, registers, Keys – Types and control of Keys, Inter departmental coordination, Guest suppliers.
Suggested books for reading : a) Housekeeping (Training Manual), b) Hotel Housekeeping.
Lesson – 1.
1.1INTRODUCTION
The house keeping department in a hotel is responsible for the cleanliness, maintenance and aesthetic
up keeping of the hotel. Housekeeping may be defined as provision of a clean, comfortable, safe and
aesthetically appearing environment. By other definition “housekeeping is an operational department in a
hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back
areas and the surroundings of the premises”.
A hotel survives on the sale of rooms, foods, beverages, and other minor services such as the
laundry, health club, and so on. The sale of rooms constitutes a minimum of 50% of these sales. The
major part of a hotel’s margin of profit comes from room sales, because a room one mark can be sold over
and over again. The hotel operation ensuring optimal room sales to bring in the maximum profit.
The house keeping department not only prepared clean guest rooms on a timely basis for arising
guest. But also cleans and maintains everything in the hotel so that the property is as fresh and attractive
as the day it opened for business.
The room safe depend on certain favors like the quality of room décor, facilities provided,
cleanliness of the room, safety features etc., the task of house keeping is to make the room appearing and
comfortable.
Note : The housekeeping department does not clean and maintained the Kitchen department.
1.2 OBJECTIVES
The objectives of the housekeeping department are :
 To achieve the maximum possible efficiently in ensuring the care and comfort of guests and in the
smooth running of the department.
 To establish a welcoming atmospheres and ensure countries, reliable service from all staff of the
department.
 To ensure a high standard of cleanliness and general up keep in all areas.
 To provide uniforms for all the staff and maintain adequate inventories.
 Laundry department requirement of hotel linen, uniform and guest clothing.
 To provide and maintain the floral decorations and maintain in all the guest areas.
 To choose the right contractors and ensure that the quality of work maintained.
 Co-ordinate, cleaning agents, equipment s etc…
 To deal with lost and found articles.
 To ensure training, control and supervision of all staff attached to the department.
 A good working relation with other departments.
 To ensure that safety and security regulations are made known to all staff of the department.
 To keep the general manager or administrator of all matters requiring attention.
So these are the aims, objectives and functions of the House Keeping department.
1.3 Types of Establishment’s
The managing of the housekeeping department influences by several factors – size, type and
location of the establishment. How ever, whether the department is large or small, luxury or medium
class.
The management experts the department to run with the highest degree of efficiency and at the
lowest cost.
With the different types of accommodation there are variation in the : Size of the areas provided.
 Facilities and furnishing provided.
 Service offered to the guest.
The standard of these establishments change accordingly, how much the guest pays. To change broadly
there are commercial establishments and the welfare establishments.
 First category are hotels of various kinds, motels, clubs, boarding houses and holding campus.
 The second category are Hospitals, hostels, universities, residential houses, art galleries, museums,
office etc….
1.3.1The Commercial Sector includes
a. First call luxury hotel with suites and lounges, where the décor is luxurious and will have
provision for particular personal services to the guests. This type of hotel will be very expensive
and employ many staff.
b. Good hotels have suites, bathrooms and good factor, very comfortable but giving less personal
services and so less expensive.
c. Medium class hotels where comfort and furnishings are adequate but personal service cut to
minimum, thus these hotels will be cheaper.
d. The small hotels, the owner may work as the managers or the assistant managers with only a few
staff. (Ex. Boarding, Lodging of rooms)
1.3.2 The Welfare sector includes
The hotels for young people and universities halls of residence are medium to long stay
establishments. There will be minimum staff’s and students shall make their own bed and keep their
room’s tidy etc.,… Rooms may be cleaned weekly and apart weekends. In addition, there is provision of
cooking and laundering facilities to some hotels that are catering.
1.4 LAYOUT OF THE HOUSEKEEPING DEPARTMENT
[Draw the layout and mark the areas]
1. Housekeeper’s Office (or) Room
The main administrative centre for the department, am independent cousin to provide the
executive housekeeper. It will also provide her the privacy to counsel her staff (or) department meetings.
It should preferably be a glass paneled office, so as to give her a view of what is happening outside her
office and preferred by a cabin for the Secretary.
2. Desk Control Room
This is the main communication centre of housekeeping Department. The work is all information’s
is sent out and received, it is nerve centre for co-ordination with other departments / outlets. The room
have a table, chair, should be a telephone with 2 or 3 parallel lines and large notice board to fill up duty
roster and instructions to day to day, the point of all the staffs reports for duty and checkout at the duty
end.
3. Linen Room
The room where linen is stored for issue and receipt, should be large, airy and free from heat and
humidity. A room should have adequate shelves, racks and hangers, to easily take and keep it. A linen
room should have a counter, which the exchange of linen takes place and joined with laundry, so that
supply of linen to and from laundry is quick and smooth.
4. Linen Uniform Store
The room for the stocks of new linen cloth materials for uniforms etc…. The stock should be
maintained, take the inventories and due to any damage to dispose it. The room should have cool and dry
to be provided with shelves and racks to store all kind of linen and uniforms.
5. Uniform Room
The room stocks the uniform in current usage, size of the room depends on the volume of
uniforms in circulation. It should have sufficient hanging facilities for the uniforms.
6. Tailor’s Room
This room stitching and mending work of linen, uniforms etc… Normally these works done by the
outsides (or) a contractor, but for functionality they will do some slam jobs.
7. Lost & Found Section
This should be a small space away from the through have, secure, cool and dry with a cupboard to
store all guest articles.
8. Flower Room
An air-conditioned room or well air ventilated room to keep fresh flowers for an arrangements as
the hotel may require.
9. Floor Pantries
To keep (or) store a supply of linen, guest supplies and clearing supplies,… etc for the floor. Every
floor of the hotel has a floor pantry situated near the service elevator.
10. Heavy Equipments Stores
Rooms to be store machines, ladlers, Vacuum Cleaners, polishing & scrubbing machines, etc… It
should clean & dry. It’s always secured to avoid stealing or pilferage by other department.
11. Horticultural Equipments Store
A number of Gardens equipments such as ladders, spades, rakes, pots etc… to be stored in this
room.
1.5 Housekeeping Personnel
Housekeeping staff can be divided into three categories :
 Managerial Executive housekeeper, head housekeeper.
 Supervisory Assistant housekeeper, floor housekeeper, linen room supervisor, public area
supervisor, and so on.
 Unskilled
Room attendants, house persons, cloakroom attendant, etc.
1. Executive Housekeeper/Director of Housekeeping
The executive housekeeper reports to the general manager, She is responsible and accountable for the
total cleanliness and aesthetic upkeep of hi hotel. She supervises all housekeeping employees, has the
authority to hire or discharge subordinates, plans and assigns work assignments, informs new employees
of property regulations, inspects completed assignments, and requisitions supplies.
Duties and responsibilities
The executive housekeeper is expected to
 organize, supervise, and coordinate the work of housekeeping personnel on a day-to-day basis.
 ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
 draw up duty rosters and supervise the discipline and conduct of her staff.
 assure proper communication within the department by conducting regular meetings with all
personnel.
 motivate her staff and keep their morale high.
 establish and maintain standard operating procedures for cleaning and to initiate new procedures to
increase the efficiency of labor and product use.
 search constantly for and test new techniques and products.
 maintain an inventory of the furniture, linen, and movable equipment in the rooms and related
premises and to ensure they are regularly checked.
 organize maintenance and repair of guestrooms.
 deal with articles that a guest may have left behind in a room.
 ensure the provision of proper uniforms for the hotel staff
 ensure observance of hygiene and safety precautions
 offer suggestions to the human resource department concerning selection, recruitment,
replacement, duty alterations, up gradation, and so on
 evaluate employees in order to upgrade them when openings arise
 organize and supervise on the job and off the job training of staff
 liaise between the maintenance and housekeeping departments
 inspect and approve all supply requisitions for the housekeeping department, and to maintain par
stock, inventory control, and cost control procedures for all materials
 check the reports filed and the registers maintained
 maintain a time logbook for all employees within the department
 be responsible for the redecoration and refurbishing of rooms, lobbies, and so on.
 provide a budget to the management, and undertake budget control and forecasting.
2.Deputy Housekeeper
The deputy housekeeper reports to the executive housekeeper or the director of housekeeping
Large hotels may have a deputy housekeeper to whom the assistant housekeepers report.
Duties and responsibilities
The deputy housekeeper is expected to
 check and ensure that all guestrooms, public areas, and ‘back-of-the-house’ areas are clean and
well-maintained.
 inspect the work done by contractors—for example, pest control, laundry, window cleaning, and
so on.
 prepare staff schedules and duty rotas.
 ensure periodical stock-taking and maintaining of stock records for linen, uniforms, and
equipment.
 provide the necessary information to and assist the executive officer in staff appraisal, disciplining,
termination, and promotion.
 develop and implement training programmes within the housekeeping department in consultation
with the executive housekeeper.
 assist the executive housekeeper in forecasting and budgeting for operating and capital
expenditures.
 take charge of the housekeeping department in the absence of the executive housekeeper.
3. Assistant Housekeeper/Housekeeping Manager
The assistant housekeeper usually reports to the executive housekeeper. Generally there may be
just one assistant housekeeper under the executive housekeeper the responsibilities for the floors, public
areas, linen room, and control room are divided among assistant housekeepers to achieve the objectives of
cleanliness, maintenance, and attractiveness during a given shift. His/her responsibility involves the daily
supervision of specific areas within the hotel. In the absence of the deputy housekeeper.
Duties and responsibilities
The assistant housekeeper is expected to
 be responsible for the efficient and orderly management of cleaning, servicing, and repairing of
guestrooms.
 be responsible for the hotel linen and check its movements and its distribution to room attendants.
 keep an inventory of all housekeeping supplies and check it regularly.
 assist the room attendants in their work.
 arrange the training of staff and substitute for the executive housekeeper in case of his/her
absence.
 update record books, registers, and files.
 check the VIP and 000 (out-of-order) rooms.
4. Floor Housekeepers/Floor Supervisors
The floor housekeeper reports to the assistant housekeeper and executive housekeeper. Floor
housekeepers have final responsibility for the condition of guestrooms. She gives the room attendants
their room. assignments and the floor master keys, which are returned at the end of the day. She checks,
supervises, and approves the attendants’ work and makes periodical inspection of the physical condition
of all rooms on the floor.
Duties and responsibilities
 supervise the handing over of soiled linen to the laundry and the requisitioning of fresh ones from
housekeeping.
 ensure supply of equipment and maintenance and cleaning supplies to floors and public areas.
 issue floor keys to room attendants.
 supervise spring cleaning.
 report on maintenance work on her floor.
 coordinate with room service for clearing.
 maintain par stock for the respective floors.
 coordinate with the front office manager.
 facilitate the provision of extra services to guests, such as baby sitters, hot water bottles, and so on, on request.
 immediately report any safety or security hazard to the security department or to the management.
 check on scanty baggage.
 prepare housekeeping status reports.
 supervise cleaning on the allotted floors and areas – including guestrooms, corridors, staircases,
and[ floor pantries of the allotted floors.
 report on standards of individual staff performance.
5. Public Area Supervisors
The public area supervisor reports to the assistant housekeeper. Public areas are the ‘front of the house’
areas such as the entrance, lobby, guest corridors, and so on. Since much of the public-area cleaning is
done in the night, good coordination with the night supervisor is essential in this role.
Duties and responsibilities
 ensure that all public areas and other functional areas are kept clean at all times.,,
 organize special cleaning of public areas.
 ensure that all maintenance jobs are attended to in coordination with the maintenance department.
 ensure that flower arrangements are placed in appropriate places in the public areas.
 ensure that banquet halls and conference halls are kept ready for functions and conferences.
6. Night Supervisor
The night supervisor reports to the assistant housekeeper. He supervises all night staff engaged in
the cleaning f public areas and guestrooms in the hotel.
Duties and responsibilities
 ensure that all public areas are thoroughly cleaned at night, which is the only time when traffic is
low.
 plan the order of work according to priority and direct the staff accordingly.
 make sure that departure rooms are serviced and made ready as soon as possible in order that
reception may re-let at any time.
 organize special cleaning of rooms as required.
 anticipate guests’ requirements at all times, thereby ensuring comfort and satisfaction.
 see that all lost-and-found articles are deposited with the control desk.
 ensure the submission of room attendants’ reports and the room status report.
 help with the training of staff.
 report any safety and security hazards.
7. Evening shift supervisors
Evening shift supervisors are required for the floors, public areas, and control room. They report to
the assistant housekeeper.
Duties and responsibilities
An evening shift supervisor is expected to
 check all log entries and ensure they are followed up.
 ensure all keys are deposited back before taking over the shift.
 ensure the cleaning of rooms that were not serviced in the morning—rooms with a ‘do not disturb’
(DND), double locked (DL), or refused service status.
 ensure all departure rooms are cleaned and released to the front office as soon as possible.
 ensure that the turndown service is carried out for all rooms.
 ensure public areas are kept clean at all times.
8. Linen Room Supervisor/Linen Keeper
The linen room supervisor reports to the assistant housekeeper. She supervises the work of the
linen room and may have several linen attendants to assist her in providing clean, presentable linen
throughout the house.
Duties and responsibilities
The linen room supervisor is expected to
 be responsible for the entire hotel’s linen.
 send dirty linen to the laundry after checking them piece by piece.
 check laundered linen before giving it for ironing.
 put away linen neatly once it has been washed, ironed, and mended.
 hand out linen to the various departments on presentation of vouchers signed by the heads of the
respective departments.
 maintain a register of linen movements and check the linen regularly.
 look after the ironing and laundering of guests’ clothes and the uniforms of the hotel staff.
 supervise the work of the linen attendants and tailors.
 make suggestions relating to replacement purchases.
9. Uniform Room Supervisor
A uniform room supervisor reports to the assistant housekeeper. He/she is responsible for the
maintenance of hotel staff uniforms.
Duties and responsibilities
The uniform room supervisor is expected to
 be responsible for providing clean, serviceable uniforms to the staff of the hotel.
 keep an inventory control of various uniforms in various stages of use—such as when sorted ones
are handed over, or which are being washed or dry-cleaned in the laundry, or those on the person
of the staff, or those in store for future issue.
 set the budget for the procurement of additional material for staff uniforms.
10. Linen Room Attendant/Linen Room Maid
Linen room attendants report to the linen room supervisor.
Duties and responsibilities
The linen room attendant is expected to
 be responsible for sorting all the sheets, pillowcases, towels, table cloths, napkins, and so on into
separate stacks.
 issue clean linen on a clean-for-soiled basis.
 place soiled linen in containers and send these to the laundry.
 examine and count each item when they are sent to the laundry and again on their return.
 shelve laundered linen after verifying the number and type of articles.
 send torn articles to the seamstress for repair.
 maintain proper records of discards and determine the percentage of discards.
11. Uniform Room Attendant
A uniform room attendant reports to the uniform room supervisor. He/she is in actual contact with
the staff for the issue of uniforms.
Duties and responsibilities
A uniform room attendant is expected to
 issue clean uniforms while receiving soiled ones.
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send soiled uniforms for laundering.
examine the laundered items to ensure cleanliness and serviceability.
send torn uniforms to the seamstress for mending;
keep a count of uniforms.
shelve laundered uniforms after verifying the types of articles.
count and record linen to fill requisitions.
12. Storekeeper
A storekeeper reports to the linen room supervisor. In large hotels, a storekeeper may be appointed
to a full-time position.
Duties and responsibilities
A storekeeper is expected to
 control the stock of equipment.
 store cleaning materials and agents
 issue equipment and cleaning materials as per demand.
 prepare requisitions for used-up materials and new products for the approval of the executive
housekeeper.
 liaise with the purchase department for the procurement of approved materials.
13. Control Desk Supervisor/Control Room Supervisor
The control desk supervisor reports to the assistant housekeeper. The control room or control desk
is the nerve centre of the housekeeping department. The desk is manned 24 hours a day. Since the control
desk is the hub of information dissemination in housekeeping, the control desk supervisor is a critical
person in housekeeping operations.
Duties and responsibilities
The control desk supervisor is expected to
 coordinate with the front office for information on departure rooms and handing
 over of clean rooms.
 coordinate with Other departments for smooth functioning and efficiency.
 receive complaints on maintenance and housekeeping.
 maintain registers kept at the control desk.
 receive special requests from guests.
 act as a pivotal person in receiving and disseminating information amongst
 housekeeping staff.
 maintain the latest reports regarding room occupancy, VIPs, status of rooms, and so on, so that
work can be delegated to attendants and supervisors accordingly.
 attend to all phone calls received at the control desk.
 be responsible for guestroom keys given to room attendants and to store the keys and maintain a
key register.
14. Guestroom Attendants/Room Maids/Chamber Maids
Guest room attendants (GRA s) report to the floor supervisor (or the night supervisor, in case of
night room attendants). Generally hotels employ one room maid per 12—15 rooms. The room attendants’
work is of great importance because it contributes in a big way to the comfort of guests and hence their
impression of the hotel. Their day consists of servicing each room to the required standard of the hotel,
and this includes making beds, coping with linen supplies, and general cleaning.
Duties and responsibilities
 clean and tidy rooms as per the sanitary regulations assigned.
 change guestroom and bathroom linen.
 make guestroom beds.
 replenish guest supplies.
 answer guests’ summons promptly.
 be responsible for getting guest laundry processed.
 undertake the evening check of rooms and provide the turn-down service.
 check and secure rooms.
 hand over to the housekeeper any article which a guest might have left behind in a room.
 replenish the maid’s cart with guest supplies, cleaning agents, and linen.
15. Head House person
He/she reports to the public area supervisor, in-charge of the housemen.
Duties and responsibilities
The head house person is expected to
 supervise the work allotted to house person, especially those in the public areas.
 supervise the work of people who clean the carpets, wall washers, and window washers.
 supervise the work of drapery men, heavy vacuum machine operators for general cleaning,
chandelier cleaners, and workers responsible for relamping.
 supervise the work of furniture men, floor men, and warehouse men
16. House porters /House persons
The housepersons report lo the head houseperson or the public area supervisor. The houseperson’s
job involves heavy physical work as assigned, such as carpet cleaning, window cleaning, carrying heavy
pieces of furniture, washing public areas, garbage clearance, and also complementing the work of room
attendants on guest floors.
Duties and responsibilities
A houseperson is expected to
 clean carpets.
 shift beds, chairs, and other heavy furniture.
 cart linen to and from floors.
 clean the swimming pool.
 clean garden paths and such outdoor surfaces.
 clear out the garbage.
 polish all brassware.
 help room attendants in their work in guestrooms.
 clean all doors, windows, and ventilators.
 take down and re-hang curtains as needed.
 clean fire-fighting equipment.
 keep the fire buckets filled with sand.
 take on heavy cleaning of areas such as shafts and terraces.
 wash walls, draperies, chandeliers, and other hard-to-reach areas.
17. Tailors, Seamstresses, and Upholsterers
They report to the linen room supervisor. They are responsible for mending and stitching
uniforms, linen, and upholstery, respectively. The upholsterers also replenish upholstery that require
replacement.
Duties and responsibilities
This group of staff are expected to
 mend all damaged linen using methods such as patching.
 mend all damaged uniforms and alter uniforms if required.
 make pads from used mattress pads for the burnishing of silver.
 stitch pillowcases if required.
 refurnish all damaged upholstery.
 repair guests’ clothes if damaged.
 estimate the requirement of materials and request the linen room supervisor to place a requisition
at the stores.
 draw material from the stores and take these to the tailoring room.
 pre-shrink material whenever required.
18.Cloakroom Attendant/Powder Room Attendant
In a hotel that hosts many events and receives many non-resident guests, it is usual to have
someone on duty in a ladies’ powder room during lunch and dinner time to attend to the requirements of
guests, guard their belongings, and keep the powder room neat and tidy. The cloakroom attendant reports
to the public area supervisor.
Duties and responsibilities
The cloakroom attendant is expected to
 maintain an adequate stock of soaps, detergents, combs, brushes, powders and hand towels to meet
demands at peak hours.
 take soiled hand towels to the linen room for replacement.
 maintain the shoe-shine kit and clean guests’ shoes if required.
 maintain all cupboards and fixtures installed in the cloakroom.
 brush guests’ jackets if required.
19. Hat Checker
A hat checker provides his services in superior hotels in cold climates. His domain is the hat check
room, where hats and heavy overcoats are deposited by guests as soon as they enter the hotel lobby, so as
to spare them the inconvenience of carrying these articles around in the hotel. The hat checker carefully
labels these guest articles, and hangs or stores them correctly so as to return them to the guests when they
are leaving the hotel.
20. Horticulturist
Many large hotels have their own horticulturist, who reports to the assistant housekeeper. He/she
leads a team of gardeners in maintaining the landscaped gardens of the hotel as well as in supplying
flowers from the gardens for flower arrangements in the hotel. Flowers are used largely by the
housekeeping department to aesthetically enhance various areas of the hotel. Flower arrangements may be
used in banquet functions, guestrooms, restaurants, lobbies, offices, and so on.
Duties and responsibilities
The horticulturist is expected to
 supervise the maintenance of gardens and landscaped areas.
 ensure a smooth supply of flowers to the housekeeping department.  assist the executive housekeeper with flower arrangements in the absence of a florist.
21. Head Gardener
The head gardener reports to the horticulturist. He is required to maintain landscaped areas and
gardens in a hotel, keeping in mind their cleanliness, aesthetic appeal, and freshness all the year round
through a well-motivated team of gardeners.
Duties and responsibilities
The head gardener is expected to
 ensure that landscaped areas, gardens, rock gardens, waterways, and so on, are maintained as per
the original concept.
 brief, schedule, and allot duties to gardeners.
 take care of fresh seasonal plantings.
 procure quality seeds from reliable sources at reasonable costs.
 procure, control, and supervise the usage of manure and fertilizers.
 maintain the watering schedules and attend to any problems regarding water shortages.
 provide the hotel with flowers, garlands, wreaths, or bouquets as and when required.
 maintain and prepare indoor plants for the hotel.
 supervise the maintenance of lawns, mowing and replanting the grass.
 train gardeners.
 ensure that gardeners handle equipment and tools efficiently and correctly.
 oversee the upkeep of the plant nursery and greenhouse.
22. Gardeners
Gardeners (maalis) report to the head gardener or the horticulturist. They keep landscaped areas,
lawns, and gardens clean, aesthetically beautiful, and fresh through the daily schedules of tasks assigned
to them.
Duties and responsibilities
The gardener is expected to
 dig landscaped areas and maintain them as per the original concept and undertake fresh plantings.
 plant seeds and saplings as per conditions and the landscaping / horticultural concept.
 distribute manure and fertilizer appropriately.
 water all garden areas as scheduled.
 maintain the plant nursery and the greenhouse
 prune and trim hedges and bushes.
23. Florist
Providing attractive flower arrangements for the entire hotel is his / her responsibility. A florist
may report to the horticultural (or) to the assistant house keeper.
Duties and responsibilities
Train the assistant florist
 Collect fresh flowers from the gardeners
 Make up the various type of flower arrangements for different hotel areas.
 Provide garlands, wreaths & Bouquets to the hotel for guest.
 Maintain flower arrangement – by changing water, pruning etc.
Lesson - 2
2. FUNCTIONS OF HOUSEKEEPING
The function of a hotel’s housekeeping department is to provide, organize and control cleaning,
linen and laundry and room servicing throughout the hotel. The standard of this work and particularly the
type and amount of room servicing provided will depend upon the level of accommodation provided.
The main functions of housekeeping department are to ensure cleanliness and comfort in a safe
and secure environment.
 Provide service economically and efficiently.
 Promote the comfort of the guest, staff and visitors.
 Assist in the maintenance of the fabric of the building, whilst contributing to a safe, healthy
environment.
2.1 DESK CONTROL
The control desk is nerve center of the entire housekeeping department and its efficiency
determines the smooth operation and effectiveness of the housekeeping, information and communication
of various points in the housekeeping department as well as to the other departments are send and
received through this desk,. This desk has to be manned 24 hours otherwise the communication would
stop, the same time proceed the efficiency and smooth communication in the department at all times.
The control desk which receives messages from in house guests over the telephone.
The main physical feature visible in most control desk areas is the key cabinet on the well, where
all floor master keys and store keys are kept under lock and key themselves.
A large notice board displaying notices,. General information’s, duty chart, cleaning schedules,
VIP lists, list of Work crews and groups.
2.1.1 Maintained Register & Records
The most important roles of the control desk is maintaining various important records, registers,
forms and formats, so that they are available and easily accessible for reference to managers and
supervisors.
1. Key Control Register
Its maintain the key – Security System to be followed by the Housekeeping dept. each employee
who is handed over a key, any key from the key cabinet is supposed to sign for it.
2. Log Book
The log book is used to record all messages that staff from an earlier shift want to convey the
messages to the employees on the next shift. All supervisors reporting for work should check the log book
for any important messages left for them by the staff of the previous shift.
3. Key History Register
This carries the records of all keys lost in the department and those for which new keys or
duplicated are being used, for any key lost, a new lock and key unit should be installed rather than using a
duplicate.
4. Maintenance Register
For recording all the maintenance work required in rooms, based on the information contained in
the register, the control desk attendant fills out the work order form to be sent to the maintenance
department.
5. Memo Book
This contains records of all the pending maintenance work for which the house keeping
department initiated work orders.
6. SOP’s Book
A book containing all the standard operating procedures (SOP’s) to be followed in the house
department is usually available for reference at the control desk.
7. Departure Register
This Register is maintained at the control desk to record departure from Guest rooms.
8. Guest Messages Register
The control desk is responsible for talking these guest messages and passing them on to the
concerned staff, the message could be about then provision of certain guest need items or a request for a
second service.
9. Carpet Shampoo Register
This records the carpet cleaning schedule that has been followed, recorded each such project as it
is completed.
10. Baby Setting Register
Baby sitting is provided as a service by most hotel’s house keeping departments for guests who
have small children. The guests requiring the service contact the house keeping control desk and the desk
attendant enters the request in the baby sitting register.
11. Register for missing guest items
This register is of great important as the missing items may be found later and there should be a
record giving the details of the item. Also sometimes there may be a pattern in the articles missing from
guest rooms and the name of the single employee may be found involved in each case.
12. Stores Indent Book
The supervisors may indent for housekeeping supplies that are required by the guest needed. The
supervisors file up the indent sheet in the book and the desk supervisor forwards it to stores after approval
for the issue of supplies.
13. Accident Book
This records all the accidents of any sort that employees or guests have met with at the hotel.
14. Room Status reports File
This contains the previous housekeeping room status reports filed in order for reference. These
reports are especially useful to the executive house keeper in evaluating the level of work load under
different conditions.
15. Room Inspection Checklists File
All room inspection check lists are filed in the room inspection checklist file kept as the control
desk. These reports may be referred to in case there are guest complaints on cleaning. The executive
housekeeper will be able to find the supervisor in-charge of inspecting the particular guestroom in this file
And confirm whether he / she checked the particulars suitable in question.
16. Records of VIP’s Regular Guests
This record should be maintained at the control desk of all house keeping departments. Once the
control desk gets a list of VIP (or) regular guests who are expected to stay in the hotel, the GRA’s
supervisors, and house keepers may refer to this record and offer proactive guest service.
17. Duty Roster File
These are the register and files maintained by the department
Lesson - 3
3.1 Keys
Individual heads of departments are responsible for all the keys in their areas. The house keeper is
usually responsible for more keys than any other departmental heads.
3.2 Types of keys
The housekeeping department is primarily concerned with the following categories of keys.
a. Emergency Key (or) “E” Key
This key opens all the doors in the property, even those that the guest have double – locked. “EKeys” overrides the catch (or) dead bolt put on by the guest for privacy in the room. This key protect by
the General manager (or) Security manager and their can access. When a critical situations such as five or
when a guest when a critical situations such as fire or when a guest or employees is locked in a room and
needs immediate assistance by using this key. Most house keeping personnel do not use emergency keys
on a day-to-day basis.
b. Master Keys
These keys open all guest room doors that are not double locked, they are separated into four level
of access.
1. Grand Master Keys
This key opens all hotel guest rooms and often all housekeeping storage room as well. It can also
opened double-lock a room but it has to be denied. This key can be used in emergency situations when it
is vital or manager to enter some or all areas of the hotel. It is itself kept under lock and key at the front
desk of hotels.
2. Pass Key / Master Key
This key is kept by the deputy or assistant housekeeper and will open any internal door that has
not been double – locked.
3. Sub Master / Section Master Key
These keys open all rooms in one work section of a hotel. A supervisor may be issued more than
one key of this type as he or she may be required to inspect the work of more than one GRA.
a. Floor Master Key
A GRA is given this key to open the rooms he or she is assigned to clean on a floor. The floor keys
opens all rooms on a particular floor that are not double locked. If the employee has rooms to clean on
more than one floor or area, he or she may need more than one floor key.
b. Guest Room Keys
These are keys issued to guests upon their registration. The guest room key opens a guest (or)
reserve rooms.
A code number representing the room number is typically stamped on the key instead. A master code list
is maintained at the front office and its used to recycle keys by changing the codes. Guests are asked to
hand in their keys when they go out and the keys are then put on a key board.
It not hanging on the key board as a security pre-caution.
c. Supply Keys
These keys are used within servicing sector like stores office and linen room etc… handling by the
supervisor level of the staffs to ensure that stocks and equipments are safety stored when not in use.
d. Card Keys
This type of room – locking mechanism uses regular doors locks and special plastic cards, that act
as Keys to unlock the doors.
The plastic cards look like Credit Cards with Magnetic strip instead of the holes. The system uses a
computer that codes the cards tom lock and unlock the doors.
If they lose the keys, the computer is used to unlock. New room-lock codes for each room. Master
keys may be easily created and destroyed through the computerized card.
3.3 KEY CONTROL
The control of guestroom keys is one of the cornerstones of hotel security that guests have a right
to expect under common law. Key control is the process of reducing guest property theft and other
security-related incidents by carefully monitoring and tracking the use of keys in the hospitality operation.
If there is no key-card lock system, the following policies should be considered for key control:
Coding :
These are a few precautions to take:
 Room keys must not have any form of tag that identifies the hotel.
 Keys must not have the room number on them. Keys must be identified by a numeric or
alphanumeric code. That code should not, in any way, directly correspond to the building or room
numbers.
Issuing keys :
Apart from the basic precautions for all keys, there is more stringent security for keys with higher
access.
Guestroom keys :
These are the keys with minimum access, unlocking just the one room.
When keys are given to guests upon registration, the guest’s room number must not be spoken aloud if
there are others within hearing range. Room numbers should be shown to the guests in writing with a
reminder that they should note it down if a guest check-in packet is not used. Explain to the guest that the
coding system is for their protection.
GRAs and others who find keys in unoccupied guestrooms or elsewhere should place them in their
pockets or in the locked key boxes provided, not on their card (where they are accessible to others), and
turn them in to their supervisor to be returned to the front desk.
3.4 CUSTODY OF KEYS
These are the precautions to be taken while the key is with guest or employee after being issued as
per the correct procedure.
 Employees should not be allowed to loan the keys assigned to them to1 another.
 Employees should hand over keys whenever they leave the property, eve meal breaks.
 Individuals who have been issued master or sub-master keys should be p checked1rom time to
time to ensure that they have them on their person
3.5 CHANGING LOCKS AND KEYS
Whenever a new key is made or a new lock is fitted certain precautions are necessary.
 A record must be kept of how many keys are made for each room and when they are made. The
general manager must review this record on a weekly basis, initialing and dating the key-making
log each time he or she review.
 If required as a result of this review, the general manager must instruct maintenance staff either to
re-key a lock or to exchange room locks around within a housekeeping section.
 If new room codes are to be used o locks are being switched, the code on keys must be adjusted
accordingly and over stamped until the old codes, illegible, and the new code should be stamped
nearby if locks are swapper within a section. As a standard practice, it is recommended that some
lock a section be moved quarterly.
 A log must be kept of all lock swaps and re-keying.
3.6 LOSS OF KEYS
This is a time when particular vigilance must be exercised.
 If a section master key is lost under circumstances that may result in a guest being at risk, the
entire section should be re-keyed. If a section is being keyed, also consider re-keying a new grand
master and emergency key so that in effect, a phased re-keying of the entire hotel is accomplished
if it has been some time since this was last done.
 If a master key or emergency key is lost under any circumstances, it must reported to the owner or
the corporate office immediately by the general manager. After the circumstances are discussed,
they can decide whether entire hotel should be re-keyed.
 As an additional step, the general manager or somebody he or she delegates the responsibility to
must cross-index all incidents of theft, missing property, damage, and so on as follows:
a) Room number or location. Watch out for locks that have been moved.
b) Names of potentially implicated employees usually more than one.
3.7 ELECTRONIC LOCKS
These are a precaution in themselves. The focus at the time of its invention was increased guest
security. Now there are countries where hotels that do not feature electronic locking mechanisms in
guestrooms will be unable to obtain insurance.
Employee key-cards can even be coded to allow access only to their assigned units of responsibility and
only during the hours of their shift.
3.7.1 SMART CARDS
The future of security, ‘Smart card’ is really a generic term for a card the size and thickness of a
credit or debit card that is embedded with a microprocessor chip. The chip itself has ‘intelligence’ by way
of computational power similar to that of early personal computers. These powerful computing
capabilities make smart cards much more secure than the other types of cards presently in use.
Lesson – 4:
4.1 HOUSEKEEPING CO-ORDINATION WITH OTHER DEPARTMENTS
Front Office
Co-ordination with the front office is one of the critical features of housekeeping operations. As
soon as there are guest departures the Front Office rings the Housekeeping Desk and reports to room
numbers of rooms vacated so that Housekeeping can take them over to clean and prepare for sale. Once a
room is clean, the Housekeeping Floor Supervisor rings the Front Office directly or through the
Housekeeping Desk and hands over the room to front office for sale. Rooms received by Housekeeping
for cleaning are called “departure room” while cleaned rooms handed to the Front Office for sale are
called “clear rooms.” The precision with which the above duty is done enables the Front Office to have
rooms to sell to a waiting customer.
Personnel
Housekeeping co-ordinates With the Personnel Department for the recruitment of housekeeping
staff, salary administration, indiscipline, grievance procedures, identity cards for staff, induction, locker
facilities, transfers, promotions and exit formalities.
Purchase
The Purchase Department procures out-of-stock items for Housekeeping such as guest supplies
kept in rooms, stationery, linen of various types, detergents, etc.
Engineering
One of the most important functions of Housekeeping is the maintenance aspect of the hotel for
the purpose of keeping furniture, fixtures and facilities in working order, contemporary and safe for
guests. Hence a close co-ordination is necessary with engineering which actually carries out the task of
fixing out-of-order furniture and fixtures.
The maintenance orders could cover a number of duties such as fused bulbs, broken furniture,
plumbing not functioning in guest rooms or public bathrooms, air-conditioning not working, broken
fixtures, etc. lo be able to ‘clear’ a room for sale to the Front Office it is necessary that all malfunctioning
items in a guest room are attended to promptly by Engineering. Hence close co-ordination/co-operation is
necessary. Housekeeping would also hand over rooms to Engineering for major repairs or renovation.
Laundry
(a) To wash and dryclean linen and staff uniforms to-a very high standard of cleanliness.
(b) To supply clean uniforms and linen to Housekeeping on time.
Housekeeping has to ensure that clean linen is Issued to guest rooms, restaurants, health clubs, etc. as this
directly reflects the quality and image of the establishment. If these are not received on time from the
laundry, rooms would not be ready or restaurants would not open, etc.
Food and Beverages
The restaurants and banquets constantly require clean table clothes, napkins, etc. Their staff, as
well as those in the kitchen, require clean uniforms – the former because they are in guest contact and the
latter due to strict standards of hygiene required in kitchens by most governments.
In many hotels housekeeping department also looks after pest controls in restaurants, kitchens, and stores
attached to them. Special cleaning of these areas calls for coordination with the housekeeping department.
Security
The guest room is the most private place and a hotel goes to great lengths to ensure guest privacy
and security. However, a guest can take advantage of this privacy by gambling, smuggling, etc.
Housekeeping has to be alert to these goings-on, and seek the Security Department’s intervention if
necessary.
Stores
Larger hotels have a Housekeeping Store that stocks housekeeping linen and supplies
independently. Smaller hotels may stock them in the general store except for linen which should be issued
to the Housekeeping Department. The co-ordination with the Stores would ensure the availability of dayto-day requirements of Housekeeping.
GUEST SUPPLIES
a. Linen Supply
 Bed Spread / Night Spread
 Bed Sheet
 Pillow Cases
 Bath Towel
 Face Towel
 Hand Towel
 Bath mat
 Mattress Protector (optional),
b. Room Supply
 Water Tumbler
 Water Jug
 Ash Trays
 Match Boxes
 Candle Stand with candles
 Sewing Kit
 Laundry Bag
 Laundry List
c. Room Stationery
 Guest Stationery (Pad, Letter head, Envelopes)
 Telegraph / fax Form
 Ball Point pen
 Laundry Form
 Guest Comment card
 Service Directory
 B/F Knob card
 DND Card / Clean my Room card
 Guest House Rules
 Important telephone Number List
d. Bath Room Supplies
 Water Tumbler
 Soap Dish with Soap
 Candle
 Ash Tray with match Box
 Toilet Tissue Rolls
 Shower Cap
 Shampoo Bottle
 Blade dispenser
 Dispensable Bag
Suggested questions:
Section – A:
1. Meaning of Hat checker.
2. What is Smart cards.
3. Write any three linen items used in room.
Section – B:
1. Describe about types of establishments.
2. Write a short notes on : Functions of Housekeeping,
3. Explain in details about DESK CONTROL.
4. Mentioned in details of the records & registers using in housekeeping department.
Section – C
1. Write the aims & objectives of housekeeping department.
2. Draw the layout of housekeeping department and write in details of their functions.
3. List down the points of duties & responsibilities of housekeeping personnel.
4. What do you mean by KEY. And write their types , methods of using and controls of keys.
5. write in details about the coordination’s of the other departments.