Module VI

Routine Systems and Records of Housekeeping Department

 Reporting Staff placement

 Room occupancy report
 Guest room inspection
 Entering checklists
 Floor Register
 Work Orders
 Log Sheet
 Lost and Found Register and Enquiry file
 Maid’s report and Housekeeper’s report
 Handover Records
 Guest’s Special Requests Register
 Record of Special cleaning,
 Call Register,
 VIP lists.
Housekeeping Discrepancy Report

 Details the discrepancies in status of rooms

 Generate housekeeping status of the room (occupied or vacant)
 Cleanliness status of the room (dirty or inspected)
 Number of guests
 Special remarks (scanty baggage, room not used, etc.)
 Front Office is to be informed about all discrepancies generated in the
report.
 Report checked by EHK at the end of morning shift and by the Supervisor in
the night shift
 Reports older than 30 days are to be disposed.

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 The Departure Register

 It is maintained at the desk and is updated with the details of guests who
are checking-out during the day or have already checked-out.
 At the end of shift hand over the departure register to the HK Assistant of
the next shift and explain all the necessary details.
 Dispose all registers older than 30 days.
 Arrivals Report Expected

 It is generated from Opera and contains information on guests expected to

arrive during the day or in the early morning of the following day.
 The report contains details of special preferences or requirements of the guest
as updated by the Front Office or as per the guest history.
 The Report contains the following information:
 Name of guest
 Arrival time
 Room number (if room is blocked)
 Any specific requirements of the guest (if already known)
 VIP or non VIP
 Arrival date
 Departure date
 Number of persons in room
 Extra Item Register

 Contains a list of all guest request items. The register is updated at the end of
every shift with the actual quantity of each item available with the
Housekeeping Desk.
 At the beginning of shift, take a handover of extra items and the Extra Item
Register from the Housekeeping Assistant of the previous shift.
 Completely filled Extra Item Registers are to be stored and disposed after 30
days.
 Function Prospectus File

 Contains information on scheduled banquet functions

 Receive and clip the sheet on the clip board at the Housekeeping Desk.
 The sheet to contain the following details about the function:
-Date, time, number of persons, any special arrangements, name of the
host, flower request
 File the sheet in the Function Prospectus File, after the day of the function
dispose after one month.
 Message register

 Update the Message Register with the following details:

-Room number, request type, time of request, request received by,
request given to, time completed

 Highlight all guest requests in the message register with a marker and update
status of each request with the time of delivery of item

 At the end of the shift hand over the message register to the next shift and
explain the details of all pending requests
 Missing Item Register

 Contains details of all the items or supplies missing from various areas (rooms,
floors, pantries, public areas, etc.)

 Update the register on an ongoing basis during the shift

 Record following details:

-Location (rooms, floor, public areas, etc.), item missing, quantity of the
missing item, time, name of the employee giving information.

 Inform the EHK of the items worth Rs500 or above missing from occupied
rooms and departure rooms immediately.

 The EHK along with the FOM check the value of the item and the profile of the
guest and decide if items are to be charged to the guest.
 Store Requisition Book

 Contains storeroom requisition forms which are used for requisitioning

material issued from Housekeeping store to replenish pantries, in-room bar
pantries etc. as and when required.
 For weekly replenishment or in case of shortages, by placing a carbon paper
between the two copies of the form and filling the following details:
-Department name, quantity required, item description, requested by
 Store Requisition Book

 For approval of the Storeroom Requisition Form, obtain the signature of

Executive Housekeeper.
 On receiving the items from the store, count the number of items and
verify them with the Storeroom Requisition Form.
 Ensure that the following fields have been filled correctly by the Store:
quantity issued (actual quantity received), item code, delivered by
While receiving the items from the Store, check the expiry date of all the
items. Items expired or about to expire are not to be taken.
 Sign the received copy of the Storeroom Requisition Form and place them
in the designated storage area.
 Duty Allocation Register

 Contains area wise distribution of employee duty for a day.

 Based on the Duty Roster and forms the basis for daily attendance.
 Check the Duty Roster for any changes in the duty allocation due to any
emergency leaves, any major function in the hotel, etc.
 Fill the Duty Allocation Register with the names of the employees as per the
duty and area allocated to them.
 Store the Duty Allocation Register for the specified period of time.
 Attendance Register

 Maintained at the Housekeeping Desk and records the daily attendance of all
employees.
 The register is to be updated with the names of employees as per the Duty
Allocation Register.
 At the beginning of shift, attendance is taken during briefing and the register
is updated with the starting time of shift.
 At the end of the shift the Attendance Register is updated with the time of
leaving for each employee.
 After updating the register with the time of departure, handover the register
to the Housekeeping Supervisor of the next shift.
 Attendance Registers once completely filled are to be handed over to the
Human Resource Department.
 Briefing Register

 Is updated after the debriefing at the end of each shift with details of
pending work, guest comments, and other observations made during the
day
 The Briefing Register is maintained at the Housekeeping office and is
updated as per the team briefings.
 The Executive Housekeeper is to discuss the points that were raised
during the briefing with the Housekeeping Supervisors.
 Any follow up work to be done is decided and noted in the Briefing
Register.
 The Housekeeping Supervisor is to discuss the relevant points with their
teams and coordinate for the pending work.
 Pending Maintenance Report

 Contains details of all identified and assigned repair and maintenance work
that has not been completed.

 This report is used to follow up on the status of tasks and take any further
action, if required, to resolve the issue.

 At the end of the shift generate a Pending Maintenance Report from

OPERA.

 Highlight all the urgent repair and maintenance complaints as well as all the
complaints received from the guests and handover the report to the
Executive Housekeeper.
 Pending Maintenance Report

 The Executive Housekeeper is to discuss the report with the Housekeeping

Supervisors and check the status of each complaint as follows:
-whether complaint is open (work has not yet started);
-whether complaint has been parked (to be done later);
-whether work is being done on the complaint

 Follow up with the designated person for the maintenance and enquire the
reasons for pending complaints.
 If required the EHK to coordinate with the heads of relevant department for
completion of the job.
 Update the Pending Maintenance Report with the status of the complaint and
file the report.
STAFF PLACEMENT

-It is used to allocate staff members in various

areas of housekeeping
on daily basis
-it is made by supervisor or assistant manager one
day prior after consulting duty rota and last
moment changes.
S.NO. AREA NAME SIGN REMARKS
 ROOM OCCUPANCY REPORT Date…………………..

ROOM STATUS PAX ROOM STATUS PAX

NO. NO.
101 201
102 202
103 203
104 204
 GUEST ROOM INSPECTION CHECKLIST

-Filled by supervisor while checking room for cleanliness.

-Cross checked by ex. Housekeeper when any guest complains of

anything in room.
FLOOR REGISTER

CARRIES BY ROOM ATTENDENT OR SUPERVISOR.

TIME OF ENTRY AND EXIT IS MENTIONED.
ANY SPECIAL REMARKS FOR A PARTICULAR GUEST CAN BE
MENTIONED IN IT.
MAINTENANCES AND SPECIAL ATTENTION POINTS OF
ROOM CAN BE MENTIONED.
CAN BE USED TO MEASURE PRODUCTIVITY STANDARD.
 Floor register

DATE………. AREA…………
ROOM STATUS TIME IN TIME OUT REMARKS
NO.
WORK ORDERS

TIME …………. Date……………

By…………………………………………….
Location……………………………………..
Problem…………………………………….
………………………………………………..
…………………………………………………
Assigned to………………………………….
Date completed……………………………..
Time spent…………………………………..
Completed by………………………………
Remarks…………………………………….
……………………………………………….
LOG SHEET
shift………. time……….. date……………..
LOST AND FOUND REGISTER

 RECORD OF LOST PROPERTY OF GUEST.

 02 TYPES ARE MAINTAINED,ONE VALUABLE AND ANOTHER NON-
VALUABLE.
 CAN BE REFERED IN CASE OF ENQUIRY BY GUEST.
LOST AND FOUND REGISTER

S.NO DATE DESCRIPTION OF NAME OF Room DEPOSITED REMARKS

THE MISSING ITEM THE no./ BY
GUEST location
 Guest message register
(Call register)
Date…… Shift……..

S.NO LOCATION MESSAGE Give Given Time ACTION SIGN

. / n by to TAKEN
ROOM NO.
KEY CONTROL REGISTER
Date……..

Key name sign Time Issued Time sign Received

code out by in by
 Some other registers and formats

 Leave application form

 Guests special request register.
 Special cleaning
 Carpet shampooing
 Baby sitting register
 Stores indent sheet
 Key history register
 Maintenance register
Module VII: Inter Departmental Relationship

-With Front Office

-With maintenance
-With Security
-With Stores
-With Accounts
-With Personnel
-Use of Computers in Housekeeping department
 WITH FRONT OFFICE

 Updated information of room status helps H.K to clean

departure rooms.
 Ready rooms are given to F.O from H.K side.
 Delivering night report (or occupancy report) to H.K.
 Providing rooms to guests on time needs well planning(or well
co-ordination).
 Tallying room status of both to find out discrepancies.
 Forecasted room occupancies helps in H.K budget.

 H.K gets information about SPATT and S.B guests.

 Information of special flower arrangements, bath setup etc is
provided from F.O side.
 Prioritize H.K working on basis of arrival time of guests and
important guests arriving.
 WITH MAINTENANCE DEPTT .

 Electrical work.
 Plumbing work
 Civil work.
 Carpentry work.
 Routine maintenances.
 Preventive maintenances.
 WITH SECURITY

 Prevention of fire and thefts.

 Conducting training classes on fire fighting and first aid for all
employees.
 Keep an eye on suspicious guest and give important information to
all deptt. Heads.
 All guests valuable items( in room or left by guest in hotel) to be
informed to security.
 In case any guest misbehaving with staff to be reported to security.
 WITH STORES

 Helps in availing day to day needs of housekeeping deptt.

 If any item is short, it has to be informed to H.K well in advance
 Stores helps H.K to crosscheck all items that were requested by H.K
FROM STORES
 WITH PERSONNEL

 Recruitment of housekeeping staff

 Managing their salaries and wages.
 Addressing indiscipline of staff member
 Organizing induction programmes,maintaining locker facilities,
 Issuing I.D cards ,completing income tax formalities,organising
training sessions.
 WITH F&B

 Providing linen and uniform to restaurant ,bar, coffee shop and other f
& b outlets.
 Procuring linen for restaurants according to theme and décor.
 Providing meals to staff members.
 Removal of F& B clearances from room by I.R.D
 Arranging flower arrangement for restaurants and bar.
 Use of computer in H/K deptt.

 In clearing rooms from housekeeping side.

 Putting store requisition through P.O.S
 Paper work can be saved in soft copy.
 E-mailing important information to
different departments.
 Updating guest histories.