HOUSEKEEPING DEPARTMENT

HOUSEKEEPINGHOUSEKEEPING

Introduction & major Introduction & major functions of the departmentfunctions of the department

Housekeeping

Public Area's Guest Floor's laundry

Lost and

found /Mini bar control

desk

all Banquets/ restaurants ,a

ll offices

Uniform room /linen

store

Pest Management

Hierarchy chartHierarchy chart Executive Executive

HousekeeperHousekeeper

H/k associate/desk controller

Housekeeping supervisor

Housekeeping Executive

Laundry associate/Tailor

Laundry supervisor

snapssnaps

Shift TimingsShift Timings MorningMorning 7:30 to 4:30 7:30 to 4:30EveningEvening 1:30 to 10:30 1:30 to 10:30Night Night 10:30 to 7:3010:30 to 7:30

Uniform room timingsUniform room timingsMorning7:00AMto Evening7:00PMMorning7:00AMto Evening7:00PM Laundry timingsLaundry timings Morning 7:00AM to 10:00PMMorning 7:00AM to 10:00PM

About hotel…About hotel… TOTAL ROOMS – 120TOTAL ROOMS – 120 SUPERIOR – 90 (350 sq.ft)SUPERIOR – 90 (350 sq.ft) CLUB – 21 (350 sq.ft)CLUB – 21 (350 sq.ft) SUITE – 9 (1000 sq.ft)SUITE – 9 (1000 sq.ft) Room 1124 is an interconnecting room.Room 1124 is an interconnecting room. Room 1125 is a handicap room.Room 1125 is a handicap room. We have six non smoking rooms on each floor; in total we have 30 We have six non smoking rooms on each floor; in total we have 30

non smoking rooms(06&11)non smoking rooms(06&11) Club floor is having a club lounge where we provide free wifi and Club floor is having a club lounge where we provide free wifi and

complimentary tea/coffee for the club floor and suite room guests.complimentary tea/coffee for the club floor and suite room guests. Swimming pool with capacity of 3 lakh liter water.Swimming pool with capacity of 3 lakh liter water.

Important Dos & Important Dos & Don’t department Don’t department

Subject: Policies – Do Not Disturb / Subject: Policies – Do Not Disturb / Double locked PolicyDouble locked Policy

POLICY STATEMENTPOLICY STATEMENT: Staff will be : Staff will be trained on Do not disturb / Double Locked trained on Do not disturb / Double Locked policy.policy.

PURPOSE:PURPOSE: To ensure guest satisfaction To ensure guest satisfaction and guest privacy and guest privacy

1. Do not disturb means the guest does not wish to be 1. Do not disturb means the guest does not wish to be disturbed.disturbed.

2. Staff while servicing the rooms must be very careful about 2. Staff while servicing the rooms must be very careful about DND rooms.DND rooms.

3. If the room is on DND in the morning shift, the room 3. If the room is on DND in the morning shift, the room Attendant informs the same to the HK Floor Supervisor by Attendant informs the same to the HK Floor Supervisor by 1400 hrs.1400 hrs.

4. If the room is due departure and the guest has left a DND 4. If the room is due departure and the guest has left a DND sign on, the Floor Supervisor checks with the Duty Manager sign on, the Floor Supervisor checks with the Duty Manager the actual status of the room. If the guest has checked out, the actual status of the room. If the guest has checked out, the DND is removed and room is serviced. If the guest is still the DND is removed and room is serviced. If the guest is still in the room and due out, then the Duty Manager follows up in the room and due out, then the Duty Manager follows up with the guest to revert back with the details to HK. If the with the guest to revert back with the details to HK. If the guest has extended his stay or late checkout has been guest has extended his stay or late checkout has been approved, a DND card is slipped under the door at 1500 hrs.approved, a DND card is slipped under the door at 1500 hrs.

5. The Floor Supervisor slips in a Do Not Disturb card in all occupied 5. The Floor Supervisor slips in a Do Not Disturb card in all occupied rooms at 15:00 hrs. It clearly states that the room could not be serviced as rooms at 15:00 hrs. It clearly states that the room could not be serviced as it was on DND and if the guest wishes the room to be serviced, then the it was on DND and if the guest wishes the room to be serviced, then the guest should request for it.guest should request for it.

6. The desk controller /Supervisor on checking their guests in house 6. The desk controller /Supervisor on checking their guests in house report call up and guest who have not taken service in the morning and report call up and guest who have not taken service in the morning and find out they want service or not.find out they want service or not.

7.In case guest refuses the service housekeeping puts that room as 7.In case guest refuses the service housekeeping puts that room as refused service.refused service.

8.In case there is no response from the room when called informed the 8.In case there is no response from the room when called informed the same to Dm .The same information has to go in the discrepancy report to same to Dm .The same information has to go in the discrepancy report to front office TWICE.front office TWICE.

9. if the room continues to be on DND in evening also then the duty 9. if the room continues to be on DND in evening also then the duty manager/ FOM, Housekeeper and security in charge open the room to manager/ FOM, Housekeeper and security in charge open the room to ensure that there is baggage in the room ,its not a skipper and no ensure that there is baggage in the room ,its not a skipper and no unfortunate incident has taken place involving the guest.unfortunate incident has taken place involving the guest.

10.in case there is baggage present in the room the room is again closed.10.in case there is baggage present in the room the room is again closed.

Thank you…..Thank you…..