2nd Sem - Unit 03 - Routine System & Records of H/K Dept.

Routine System and Records of Housekeeping Department

     a)    Reporting Staff Placement

INTRODUCTION

—  Planning is vital for the housekeeping department.

—  The success of this planning is reflected in the daily routine followed in the housekeeping department.

—   The executive housekeeper guides his/her team in carrying out the daily routine, which he/she would have established and improved upon since the inception 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

—  The ‘housekeeping day’ refers to that of the 24 hours in a day when housekeeping operations are in full swing.

—  For systematic management of the daily routine of the housekeeping department, the ‘housekeeping day’ is divided into three shifts.

The three shifts are usually as follows:

—  Morning shift: 7.00 a.m. to 4.00 p.m.

—  Afternoon shift: 2.00 p.m. to 11.00 p.m.

—  Night Shift: 11.00 p.m. to 8.00 a.m.

—  The daily routine may differ slightly from one hotel to the other and shift timings may vary considerably, depending on their location and target clientele.

Opening The House

—  ‘Opening the house’ refers to a daily operational procedure whereby rooms are assigned for servicing to GRAs scheduled for work that day.

—  The procedure depends entirely upon the occupancy level of the hotel.

—  Opening the house is a supervisory activity and should be completed before the workers arrive for work, that is, before 7-8 a.m..

—  The night supervisor keeps ready the ‘night report’ or occupancy report generated at night by the front desk attendant.

—  The night supervisor also passes on the list of arrivals and departures obtained from the front-desk to the assistant housekeeper.

—  Based on these two documents, the assistant housekeeper prepares the daily work report.

—  The aim of referring to the night report is to schedule the work, according to the occupancy, for the staff expected to come in for morning-shift duties.

Sample Occupancy Report

—  The assistant housekeeper now hands over a section work sheet to each floor supervisor.

—  The section work sheet has the room numbers of the section that the floor supervisor is responsible for, and identifies their status as ‘vacant’, ‘occupied’, or ‘checkout.

—  This sheet thus indicates the room status of the entire section to the supervisor. 

—  This is then clipped onto the room attendant’s  cart.

—  Once each room has been cleaned and inspected, the floor supervisor puts a check mark against the room number on the sheet.

Sample Daily Work-Sheet

—  As part of their opening duties, the supervisor take over the previous shift staff and check the keys.

—  They peruse the log book, which is used in the housekeeping department to convey information from one shift to the other.

—  Another document consulted by the supervisors is the banquet function prospectus(BFP) which gives them prior intimation of the various conferences and parties to be held in the hotel and lists the expected responsibilities of all the support departments, including housekeeping , for the same.

Morning Shift

—  The morning –shift employees punch in their cards and proceed to the locker room to change into their uniforms.

—  Normally, the soiled uniforms would have been exchanged on a one-for-one basis the previous evening.

—  The uniformed employees then report to the control desk at the allotted time for the morning shift, which may vary between 7.00 a.m. to 8.00 a.m., depending on the individual hotel.

—  The activities carried out by the employees in the morning shift are described in this section.

1. Briefing

—  The deputy housekeeper or the executive housekeeper, being the managerial staff, will hold the briefing session for all employees at the beginning of a work shift.

—  The following may be communicated in the course of a briefing session of 10 minutes:

—  Any VIP in the house

—  Policies and new procedures to be followed by the staff

—  Job allocations

—  Checking of grooming standards and personal hygiene

—  Appreciation for work well done on earlier shifts.

—  Rectification required (on the basis of observation)

—  Banquets or other events to be held in the hotel.

2. Room Assignments

—  After briefing, the floor supervisors hand over the room assignment sheets to the GRAs.

—  Each room assignment sheet indicates the rooms that the concerned GRA has to service, giving their status as indicated in the daily work report.

—  The GRAs clip these sheets onto their carts before proceeding for work.

—  The room assignment sheet helps the GRA to prioritize the servicing of rooms.

Sample Room Assignment Sheet

—  For example, rooms with a check-out status are usually serviced first, but if a room needs early make-up, it is given first priority even over these.

—  The first two columns in this example have been filled up by the floor supervisor and the next two are filled up by the GRA.

3. Handover of Keys

—  Once the GRAs 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 are usually hung in a key cabinet mounted on the wall next to the control desk.

—   The key cabinet should be kept locked at all times. Each GRA has to sign for the keys received in a key control sheet.

4. Readying the cart

—  The GRAs, armed with master keys, then proceed to the floor pantries on their individual floors, where they make additions and alterations to their room attendant’s cart according to the room occupancy.

5. Room Status Check

—  At this stage, one of the most important morning-shift activities to be undertaken by the housekeeping staff is the physical check of the room status.

—  Hotels have varying procedures regarding who carries out this activity.

—  The two most common are explained here:

a)      All-rooms check

b)      Vacant-only check

a)All-rooms check

—  The GRAs carry out a physical check of the room status and enter it in their room assignment sheets.

—   In many properties, the GRAs, after carrying out a physical check of the room status, relate the same to the control desk supervisor over the phone.

—  Along with room status, the GRA also indicates how many guests occupy 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 up with the front desk.

—  A consolidated report is then generated from the information received at the control desk by the control desk by the control desk supervisor.

—  This is called the housekeeping room status report.

b)Vacant-only check

—  In many properties, to avoid disturbing guests just to check the status of the room, a discrepancy report is generated by the inspection of only ’on change’ and ‘vacant and ready’ rooms.

—  In fact under this system, to save time, the GRAs do not approach any guestrooms in the morning till they are ready to clean that room.

—  The discrepancy check can be left to the floor supervisor, who may inspect ‘vacant and ready’ and ‘on change’ rooms to be assured their status.

—  Any discrepancy can be marked in the section worksheet clipped onto the room attendant’s cart.

—  All floor supervisors, after completing the physical checking of the room status in their section, convey any discrepancy to the control desk.

—  Control desk supervisor consolidates the information received and generates the housekeeping room status report or Housekeeper’s report.

Format of housekeeping room status report or Housekeeper’s report

6. Room Service & Inspection

—  Having collected their carts and supplies, the GRAs now proceed to service the guestrooms.

—  As on-change rooms, normally the first priority, are cleaned by the GRAs, the  floor supervisors inspect the rooms and inform the control desk supervisor to release these rooms to the front office for sale.

—  In case a room requires some maintenance work, the floor supervisor updates the status to ‘OOO’ and informs the front-desk; a maintenance work-order is generated; and, in coordination with the maintenance department, all efforts are made to post the room status back again to ‘vacant and ready’.

—  Early during the morning shift, while room cleaning and inspection continues, the public area supervisor inspect the public areas, such as the entrance, lobby, guest corridors, elevators, and staircases to determine whether any emergency attention is required due to any untoward incidents at night.

—  In case such emergency cleaning activities are necessary, the public area supervisor schedules housemen to accomplish the job. Otherwise, the housemen work on their routine cleaning schedules for public areas.

—  During the morning shift, GRAs and floor supervisors are busy with servicing and inspecting the rooms.

—  This activity continues in the afternoon.

—  Most rooms would have been serviced by now except the ones displayed a DND card through the morning.

—   In case the DND card is still displayed on the room, the GRA should inform the floor supervisor.

—  The ideal way to deal with this situation would be for the floor supervisor to place a call on the intercom and speak to the guest.

—  The floor supervisor should introduce himself and ask the guest when the room may be serviced.

—  If guests do not want their rooms serviced, it cannot be forced on them.

—  So if the guests does not give any alternate time, the supervisor suggests a quick linen change, the GRA can gain access to the room and subtly check that the room is not being used for any illegal activity.

—  It may also turn out sometimes that the guests forget that they have placed a DND sign on the door.

—  Even after following the above procedures if there is no answer to the GRAs knock, the GRA should check if the door pin is out or not.

—  If it is not, then the executive housekeeper is informed.

—  The executive housekeeper informs the general manager and with his permission, can access the guestroom in question with an emergency key.

—  This is in case a guest be found too ill to move or even have experienced a life-threatening or fatal accident.

—  After the ‘DND’ status rooms have been dealt with, the ‘stayover’ rooms are cleaned in the afternoon.

—  Once the GRAs are through with the servicing of all rooms, usually by late afternoon, they undertake a physical check of the room status, fill in the information on the blank duplicate of the room assignment sheet, and hand it over to the floor supervisor.

—  The floor supervisor submits this to the control desk supervisor.

—  The sheets from all GRAs are consolidated by 3.30 p.m. to generate the second housekeeping status report for the day and this is passed on to the front-desk.

7. Clean-up, reporting, and handover

—  The GRAs now send all the soiled linen (collected in the soiled linen bags on their room attendants’ carts) down the linen chute.

—  Or, as on many properties in India, the housemen take the soiled linen to the laundry on a linen trolley.

—  Around 3.30 p.m., the GRAs re-stock the carts for evening guestroom servicing.

—  They wash the used tooth glasses collected during the day, dispose of trash, mix the correct dilution of cleaning agents, re-stock the hand caddies with cleaning supplies, re-stock linen, and leave the floor pantry neat and clean.

—  The floor supervisors collect and file away all forms and reports and they submit their work sheets 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 work.

—  There should be shift overlap of at least an hour to facilitate handover and takeover of duties.

—  The morning-shift hand over keys at the control-desk, sign the key control sheet, and assemble for  their debriefing.

8. Debriefing and going off duty

            This session, similar and complementary to the briefing at the start of a shift, may include the following:

—  Discussing problems faced by any staff member.

—  Sharing experiences and inviting ideas or practical solutions to tackle any particular common problem.

—  Handover of any incomplete work to the staff on the next shift.

—  Checking the next day’s duty roster.

Afternoon/Evening Shift

—  The afternoon shift (also called evening-shift in some properties) GRAs update the room status again by undertaking a physical check of guestrooms by 4.30 p.m. updating the room status again at this time is important, since many changes may have taken place due to guest check-ins and check-outs after 3.00 p.m.

—  The ‘check-out’ will now be ready rooms.

—  The final housekeeping status report based on this check is consolidated at the control desk, tallied with the front-desk, reviewed by the housekeeper, and then is sent to the financial controller.

—  Around 4.30 p.m., a supervisor checks all guest corridors and service areas to ensure that no equipment, soiled linen, or trash is left behind and that the floor pantries are tidy.

—  They also read the day’s entries in the log book. The afternoon GRAs now clean the ‘late service request’ rooms and ‘brush up’ “(BUP) rooms that had been serviced earlier in the day when they were occupied, but are now vacated.

—  Only a very light servicing is required in these rooms, hence the term ‘brush up’.

—  The GRAs then provide the turn-down service in  all the occupied rooms at around 7.00 p.m., when guests are expected to be out for dinner or other engagements.

—  Any ‘late check-out’ room also needs to be serviced for late-arriving guests or walk-in guests.

—   Any guest request specifically made in the evening hours is also noted down on the room assignment sheet  and transferred to the guest log book.

—  Finally, guest requests and requests for guest loan items required in the evening are met.

—  By 6.00 p.m., the front office resolves all discrepancies, some through a simple phone call and others by physically re-checking.

—   The evening GRAs re-stock the room attendants’ cart in the floor pantries for the next day’s work and go off duty.

Night Shift

—  Few staff are scheduled for the night shift, unless a special cleaning project is to be carried out.

—  The night supervisor takes over from the supervisors of the previous shift.

—  The night GRA checks the room attendants’ carts, washes the drinking glasses, and keeps them ready for the morning crew to place on the cart.

—  The night supervisor is responsible for filing the following documents:

—  Night report to housekeeping(collected from the front desk to open the house in the morning).

—  Originals and copies of all the daily work reports.

—  All the section work sheets.

—  Copies of the housekeeping status report.

—  Completed key control sheets.

—  Night supervisor’s report on evening activities.

—  Early in the morning, the night supervisor collects the night report and the arrivals/departures list from the front-desk to open the house.

     a)    Room Occupancy Report

This report shows the list of guests who have checked-in the hotel with details such as the number of adults and children, number of nights, and housekeeping status. This report is generated for the occupied rooms, rooms expected to be occupied, checked-out rooms, and vacant or blocked rooms. This report is generated for scheduling rooms for cleaning.

       · ROOM STATUS CHECK – i.e. the room attendant now physically checks each room in his/ her section for the occupancy and fills in the ROOM MAID’S REPORT/ GUEST ROOM STATUS REPORT – this gives the information of guest room status for that particular section and is signed by the room attendant

      · This is then sent to the control desk for compiling the HOUSEKEEPERS REPORT / OCCUPANCY REPORT – this shows the position of all rooms in a hotel and is signed by the preparer( mostly the control desk supervisor) and countersigned by the executive housekeeper

      · The housekeeper’s occupancy report is sent to the Front Office department for comparison with the Front office occupancy report

      · Note – Occupancy reports are made 3 times a day , normally in the beginning of each shift i.e. at 8 am , 3 pm and 10 pm respectively

      · NOTE – if there are any discrepancies in the room status between housekeeping report and the front office records a discrepancy slip is generated and the bell boy is sent for final verification. And details informed accordingly

Format of Room Occupancy Report

Room NO.	Room Type	Guest Name	Adult	Child	No. of nights	Turnover date	H/K status
401	DELUXE	Mr. Sharma	02	01	03	11/03/2017	OCC

    a)    Guest Room Inspection

A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor. The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc. and make an entry in the floor register. After that, the supervisor has to fill the logbook kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.

While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:

1) Technical/mechanical complaints: these are various complaints which include maintenance related problems e.g. AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.

2) Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.

3) Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling,

4) Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.

5) Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.

Procedure for Bedroom

        · Check guest room entrance door.

        · Note any scratch marks, smudgy or dirt/dust on surface.

        · Check for ‘DO NOT DISTURB’ sign on inside knob of the door.

        · Check proper operation of locks, chains and door stops.

        · Check condition and cleanliness of light switches and surrounding wall area.

        · Scan ceiling, walls, woodwork for any damage, dirt/dust.

        · Check curtains for stains, check that hooks are in place and the rods work correctly.

        · Check window sill’s window for cleanliness, make sure windows are locked and that locks work properly.

       · Make sure heating and air-conditioning unit is free from dirt and dust, operates correctly and the temperature is set according to property standards. vii. Make sure telephone is clean and works properly.

       · Check the bed Make sure that the bed has fresh linen.

       · Check condition of the bedspread and check the edges of the bed. Look under the bed for trash or guest item.

       · Check headboard for the dust.

       · Check room furniture for scratches damage and dust check upholstery for stains.

       · Check lamps for starches and dust. Make sure light bulbs are of proper voltage.

       · Turn –on the television set to check for proper operation, turn-off and check for scratches damage and dust.

       · Check carpets and bade oafs or skirting boards for dirt, stain and dust.

       · Check that wardrobe is clean and have the proper anonym of hangers.

       · Check pictures and mirrors for dust.

       · Check that bedroom amenities such as stationary and match-boxes are properly stacked.

       · Make a final check around the room to make sure that all items are well positioned and that all areas ceiling to the floor are cleaned and well maintained.

      · Complete a work order request and/or notifying the appropriated department for any item needing attention or repair.

Procedure for Bathroom

        · Check bathroom door for scratches, marks or dust in the surface

        · Check condition and cleanliness of light switches and surrounding wall area.

        · Scan ceiling, walls and tiles for any damage, dirt and dust.

        · Check shower area check tub and fixtures for watermarks, soap films and hair.

        · Check fixtures for correct position and operation. Make sure bath not is in place.

        · Inspect vanity and sink area Check sink and counter area for watermarks, soap film and hair. Check mirror for spots.

        · Check toilet for cleanliness, flush to check for proper operation.

        · Check floor and baseboard for dirt and dust.

        · Make sure that towels are neat and cleanly arranged on towels racks.

        · Check toilet and facial tissue and supply.

        · Check that bathroom amenities such as soap, shampoo and mouthwash are properly stacked.

        · Make final checks of the bathroom to make sure all items are well positioned and that all areas from ceiling to floor are clean.

      Complete the work order request and/or notify the appropriate dept. for any item needing attention or repair.

     d)   Entering Checklists, Floor Register, Work Orders, Log Sheet

Entering Checklists

—  A floor supervisor checks each room prepared by the room attendant, before the room is handed to front office for sale.

—  He/she uses the room checklist to guide her to examine as per the standards set by the management, during her inspection.

—  He/she ticks the items found okay and makes comments on things which are not upto the standards.

—  The deficiencies will have to be rectified by the room attendant immediately.

—  The checklist reflects the performance of the room attendant as well as the floor supervisor.

All room checklists are deposited by the floor supervisor at the control desk and filed for a month.

Work Orders

—  This register is used for recording all the maintenance work required in rooms.

—  Based on the information contained in the register, the control desk attendant prepares a Maintenance Slip in duplicate.

—  He/she retains the second copy in her book and forwards the first copy to the engineering department. The engineering department then prepares a Work Order Slip and sends the concerned technician directly to the floor.

—  When the work is completed satisfactorily, the room attendant or the floor supervisor signs the work order to acknowledge the successful completion of the task.

—   The technician hands over the signed work order to the desk attendant who enters the same in the maintenance register against the appropriate complaint earlier registered.

Format of Maintenance Register

Format of Maintenance Slip

Format of Maintenance Work-Order Form

Log Book

—  The log book is used to record all messages that staff from an earlier shift want to convey to the employees on the next shift.

—  All supervisors reporting for work should peruse the log book for any important message left for them by the staff of the previous shift.

Format of Housekeeping Log Book

    e)   Lost and Found Register and Enquiry File

LOST-AND-FOUND ARTICLES

—  All unclaimed articles found on the hotel premises should be handed over to the housekeeping control desk.

—  Notices should be put up regarding the handing over of any personal property found so that all staff members are aware of where such property should be handed over.

Sample Lost and Found Form

Sample format of  a lost-and-found register

Format of letter to inform guest

Lost-and-found Enquiries

—  All enquiries about items missing or lost articles are referred to the housekeeping control desk.

—  Upon receiving an enquiry from the guest, the control supervisor first checks in the lost-and-found register whether such an item is recorded.

—  If found recorded in the register, the article is then taken out of the cupboard and the guest is informed that he or she may come to claim the article.

—  If the guest is in the hotel, he or she is guided to the housekeeping control desk.

—   On arrival at the desk, the guest is asked to describe the article in detail.

—  If the description is a satisfactory match, he or she is asked to sign the lost-and-found register, giving name, address, and telephone number.

—  The date and time are also recorded.

—  The article is then handed over to the guest.

—  The finder of the article is informed of the same via a formal letter.

Format of letter for informing the finder of the article

—  When a lost article has been positively identified by an enquirer no longer in residence at the hotel and it is to be mailed to the enquirer, the article is packaged for mailing by a member of the housekeeping staff in the task.

—  The person taking the package for mailing signs the lost-and-found register, assuming temporary custody of the article.

—  The guest is informed over the phone that he or she will be receiving the article shortly and should acknowledge receipt of the same.

—  The hotel usually charges the guest for mailing expenses.

     f)   Maid’s Report and Housekeeper’s Report

Maid’s Report

—  Each room attendant prepares a report on the status of rooms allotted to him/her.

—  Status means the letting situation of the room, if it is a checkout, a stayover, or a vacant room etc.

—  This is a physical check of the status of rooms and all the reports are collected together to form one housekeeping status report which goes to reception.

—  It should tally with the reception records.

—  In-case of discrepancies, reception notifies housekeeping who has to re-check.

—  Reports are usually handed over every morning and afternoon. Some hotels do it at 9 pm but this is rare.

The possible status of rooms is as follows:-

—  Check-out C/O - means the guest has departed. The room is not occupied.

—  Stay/Over S/O - means the guest is staying on and not leaving today. The room is occupied.

—  Vacant V - means the room was not let.

—  Out of Order O.O.O-   means the room is under repair of some type.

      {Sometimes R is put beside check-out rooms to indicate that it is clean and ready to relet. }        

FORMAT OF MAID’S REPORT

—  The column for the no. of persons means the number of people occupying the room should be noted by the number of beds used or in a double bedded room, by the indication of male and female clothes only.

—  The column for comments is usually used to note a baby-cot or extra bed present in the room.

Housekeeper’s Report

—  The GRAs carry out a physical check of the room status and enter it in their room assignment sheets.

—   In many properties, the GRAs, after carrying out a physical check of the room status, relate the same to the control desk supervisor over the phone.

—  Along with room status, the GRA also indicates how many guests occupy 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 up with the front desk.

—  A consolidated report is then generated from the information received at the control desk by the control desk by the control desk supervisor.

—  This is called the housekeeping room status report or housekeeper’s report.

Format for Housekeeping Room Status Report or Housekeeper’s Report

    g)   Handover Records

Each supervisor has to leave a list and description of the work not completed on her floor at the end of her shift, so that next shift can do it.

Format of Handover Record

    h)   Guest Special Request Register

Guests may ask for a variety of special requests, for example:

—  An iron and board.

—  Hair dryer

—  An electric razor

—  Extra blanket

—  Extra supplies

—  If it is a small request, e.g., extra soap or such disposable items, the hotel does not record it.

—  Other items are recorded and the floor supervisor has to ensure their return upon checkout.

Format of Guest’s Special Requests Register

      i)   Record of Special Cleaning

—  Some hotels keep a separate list for each job e.g. carpet shampooing. Beside each room number one puts the date. 

—  Some hotels keep a large space and one puts against each room the job done and the date.

Format of Special Cleaning Record

     j)   Call Register

—  A record is kept of all calls.

—  The reason for this is that frequently there are enquiries from guests.

Format of Telephone Log Book (Call register)

    k)   Key Control Register

—  This is one of the most important registers maintained at the housekeeping control desk.

—  It is a part of the key-security system to be followed by the housekeeping department.

—  Each employee who is handed over a key, any key, from the key cabinet is supposed to sign for it in a key control sheet in this register.

Format of a Sheet in the Key Control Register

    l)   Guest Message Register

—  The housekeeping control desk also act as a point of contact for in-house guests who require any housekeeping related service.

—  The housekeeping control desk is responsible for taking these guest messages and passing them onto the concerned staff.

—  The message could be about the provision of certain guest loan items or a request for a second service, and so on.

—  A guest message register is maintained for this purpose at the control desk.

Format of Guest Message Register

     m)   Baby-sitting Register

—  The housekeeping department normally provides baby sitters to guests.

—  Requests for such services are entered into this register and the appropriate action is taken.

Format of Baby-Sitting Register

     n)   Memo Book

·       This book has reminder slips to the maintenance department for outstanding maintenance dues.

  

     o)   Store Indent Book

·         The stores indent book is kept at the control desk so that the supervisors may indent for housekeeping supplies.

Format of Stores Indent Book

SELF ASSESSMENT

Q.1) Draw the format of a guest room inspection report and explain its use.

Q.2) Differentiate between Maid’s report and housekeeper’s report

Q.3) Discuss the procedure to handle lost and found articles in hotels.

Q.4) Explain the importance of ‘Lost & Found’ procedure in hotels.

Q.5) Explain the importance of formats and record keeping

Q.6) Draw the layout of the following:

·         Maid’s report and room status report.

·         Room occupancy report.

·         Lost and found register.

·         Call register/guest message register.

Q.7) What is the importance of guest room inspection and how it should be conducted? Support your answer with relevant format.