(Tiểu luận) final report supervisory skills in house keeping department housekeeping term and guestroom cleaning procedures

VIET NAM GENERAL CONFEDERATION OF LABOR
TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT

SUPERVISORY SKILLS IN HOUSE KEEPING
DEPARTMENT

Student: Nguyễn Thị Thanh Trúc
MSSV: 717H0658
Class: 1707051
Group: 13

Ho Chi Minh city, July 2020

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Table of Contents
1

2

Housekeeping term and guestroom cleaning procedures .......................................... 4
1.1

Houskeeping term explain .................................................................................. 4

1.2

Housekeeping cleaning procedures .................................................................... 8

General duties of housekeeping department supervisor ............................................ 9
2.1 Summary content ................................................................................................. 9
2.1.1 Relationship with other departments in the hotel ............................................... 9
2.1.2 Business connections outside the hotel ............................................................ 11
2.1.3 Good management and warehouse arrangement .............................................. 11
2.2 Practical exercise ............................................................................................... 12
2.2.1 Exercise 1 ......................................................................................................... 12
2.2.2 Excersie 2 ......................................................................................................... 14
2.2.3 Practical 3 ......................................................................................................... 19

3

Monitor the living room area .................................................................................... 20
3.1 Duties of Housekeeping supervisor .................................................................. 20
3.1.1 Duties of morning shift supervisor ................................................................... 22
3.1.2 Duties of the laundry area supervisor ............................................................... 22
3.1.3 Divide room for staff and check room ............................................................. 22
3.1.4 Lost & Found procedures ................................................................................. 24
3.1.5 Maintenance procedures ................................................................................... 24
3.1.6 Duties of the laundry area supervisor ............................................................... 25

4

5

6

Monitor the public area ............................................................................................. 26
4.1

Duties of public area supervisor ....................................................................... 26

4.2

Cleaning and maintenance of public toilet ...................................................... 26

4.3

Maintenance of common types of floors .......................................................... 27

4.4

Caring for ornamental plants and handling insects ....................................... 28

Monitor the laundry area .......................................................................................... 29
5.1

Duties of the laundry area supervisor .............................................................. 29

5.2

Fabric washing process ..................................................................................... 31

5.3

Solving guest’s clothes process ......................................................................... 33

Conclusion ................................................................................................................. 33

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LIST OF ABBREVIATIONS AND ACRONYMS
Order

Acronyms

Abbreviations

1

HK

Housekeeping

2

SUP

Supervisor

3

FO

Front Office

4

F&B

Food & Beverage

LIST OF FIGURES
Figure 2.1. ROSTER ......................................................................................................... 13
Figure 3.1. Room status rotation ....................................................................................... 23
Figure 5.1 Structure of laundry department ...................................................................... 30
Figure 5.2 Washing procedure .......................................................................................... 31
Figure 5.3 Solving guest’s clothes procedure ................................................................... 33
LIST OF DIAGRAMS
Diagram 3.1 Lost and Found Procedure........................................................................... 24
Diagram 3.2 Maintenance Procedure ............................................................................... 25
Diagram 3.3 Periodic cleaning of the Laundry area......................................................... 26

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1 Housekeeping term and guestroom cleaning procedures
1.1 Houskeeping term explain
HK term is an acronym for the condition of the room or the items in the HK
department, that make it easy for staff to use when reporting guest service activities every
day
• Room Occupancy
The term Room Occupancy refers to how a hotel utilizes its available space. This
is done to ensure that hotels make the most use of all available space in their public areas.
It can also be used to decide whether or not more or less furniture should be installed
• Make up room
One of the basic housekeeping services provided aside from cleaning and preparing
guest room before they arrive is the Makeup Room. room is renewed thru a clean up –
garbages are removed, sheets and towels are changed, beds are fixed, bathrooms are
sanitized, and amenities are replenished leaving your stuffs tidied up on the spot where
you left them.
• Check in (C/I)
It usually entails guests entering the lobby, presenting themselves at the reception
counter, handing over identification and a credit card, and receiving a key to a room and
some instructions also
• Check out ( C/O)
The guest has settled his or her account, returned the room keys and left the hotel
• Vacant Dirty (VD)
Room is empty and not check out yet
• Vacant Clean (VC)
Room is empty and clean
• Vacant Ready (VR)
A guest room that is ready to be sold to a new guest
• Occupied (OCC)
A room status term indicating that a guest is currently registered to the room.

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• Occupied Dirty (OD)
Guest currently occupies the room, the night has passed, but room has not yet been
serviced by housekeeping
Occupied Clean (OC)

•

Guest currently occupies the room, and room has been serviced by
housekeeping.
Expected Arrival (EA)

•

Rooms which are due to arrive today
Expected Departure (ED)

•

List of guest who is expected to depart for the day/selected date. The list shows the
guest name, number of guests, room, room type, reservation details, billing details etc
• Turndown Service
Turndown service refers to the preparation and refreshment of the room for

bedtime. This does not only refer to the fixing of beds but includes redying of the entire
room.
Lost and Found

•

Should guests lost any of their belongings, the housekeeping and security staff
would register the notification; and should the personnel or any person found this
belonging within the hotel, then the person would bring it to this section in order to return
to the owner
Refused service (R/S)

•

Guest refused to clean the room
•

Do not disturb (DND)

A do not disturb card is hung outside the room to inform hotel staff or visitor that
the occupant does not wish to be disturb
• Occupied no baggage (ONB)
Guest has no baggage
•

Light Baggage

Guest has light or very less baggage

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• Double Lock
An occupied room in which the deadbolt has been turn to prohibit entry from the
corridor. Only a grandmaster key or an emergency key can open it
• Vacant Maintenance (VM)
A “VM” room has been taken out of inventory for some reason. This is the code
assigned to out – of – order rooms.
• Out of order (OOO)
Rooms kept under out of order are not sellable and these rooms are deducted from
the hotel's inventory. A room may be out-of-order for a variety of reasons, including the
need for maintenance, refurbishing and extensive cleaning etc.
• Arrival list
List of guests who is expected to arrive for the day/selected date. The list shows
the guest name, number of guests, room, room type, reservation details, requests etc. The
arrival list provides information and will be distributed to departments such as uniformed
staff, housekeeping, security, F&B, and kitchen to assist these departments in their
planning for operational duties
• Walk in guest
A walking guest is a guest who walks through the door seeking accommodation for
the night without having made a reservation
• VIP
Individual who should receive special or elevated treatment based on their role or
relationship to an event
• Sleep out (SLO)
A guest is registered to the room, but the bed has not been used

• Out of town (OOT)
A simple way to let someone know that guests are going to be away for more than
one week
• House use (HU)
Room is used by the hotel staff or someone staying from the management team

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• Touch up
Rooms to be touched up rather than fully cleaned
• Worksheet
• Housekeeping trolley
The trolley is used to carry the cleaning accessories such as sprays, cleaning scrub,
water and bedsheets. It is largely used when the rooms are cleaned and the bedsheets are
changed. The entire room is cleaned and sanitized for which all the materials are kept on
the trolle
• Long staying guest/room
Guests who are looking to stay for longer than seven to 14 days would be
considered extended stay guests, and their needs are different from those of traditional
leisure travelers
• Connecting room/door
A hotel room that shares a wall with an adjoining room and is connected by a
private door
• Room status
Information about current and future availability of guest rooms in a lodging

property. Current availability is determined through housekeeping data. Future
availability is determined through reservations data.
• Extra person (EP)
• Extra bed (EB)
• Baby Cot (BC)
• Day use (DU)
Rooms which are sold for a few hours and doesn't normally provide overnight stay.
Hotel rooms for day-use have the same check-in and check-out date because day-use
guests will only stay in their hotel room during the day
• Late C/O
The guest has requested and is being allowed to check out later than the
normal/standard departure time of the hotel
• Handicapped guest/room

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An accessible room is a room that is easy for disabled people to enter and leave.
These facilities are provided in the accessible rooms: Accessible toilets with plenty of
space for easy transfers, proper bed height, roll-in showers, accessible parking spaces
close to the entrance, accessible room close to the elevator or on first floor, proper
counter height, accessible exercise areas
1.2 Housekeeping cleaning procedures
Step 1: Enter the room
Step 2: Turn off the lights – open the windows
Step 3: Remove rubbish – check lost and found – electrical equipment

Pick up any trash left in the room. Be sure to look in unexpected places where trash
may be lurking such as inside drawers, around the bed frame, in corners, on windowsills
and even behind dressers. Check if the guest forget their asset when they check out, and
check the electrical eqiupment
Step 4: Make the bed
Be sure to smooth out every part of the bed starting with the mattress pad. Replace
everything from the pillows to the sheets to the bedspread so your guests can have a
clean and pleasant experience.
Step 5: Dusting
Dust all surfaces, starting from the top and working your way down towards the
floor. Don’t forget to dust any hard-to-reach or easy to miss areas, like light fittings, head
boards, under the bed, or the top of wardrobes and cupboards
Step 6: Fill amenities
Make sure all other items provided by the hotel are replaced. This includes personal
care products through to tea/coffee facilities, laundry bags, do not disturb signs,
notebooks and guest guides. Always make sure fresh glassware and mugs are used and
that any clocks are set to the correct time with the alarm off
Step 7: To vacuum
Always vacuum last and once finished in the room vacuum out the door. As you
vacuum check the carpet for any damage or stains. Remove any spots from food, drink
Step 8: Bathroom cleaning
The bathroom is an absolutely critical space to keep spotless. You want to clean
and disinfect every part of the bathroom from the toilet to the tub/shower to the sink.

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Also, be sure other details are taken care of including replacing the linens,
bathmats, and robes along with cleaning the hairdryer if needed – even the lint trap. This
is time for you to be as detail oriented as possible because a bathroom that appears to be
dirty will automatically leave a negative impression on a guest.
Check for any evidence of a previous guest, including hair, watermarks,
fingerprints, traces of products, smudges on the mirror, even drip marks the outside the
trash can, etc
Step 9: Close windows and perform one last check
Once you’ve completed all the steps listed above, you want to take one final walk
around the room to double-check everything is in place and meets the standards of your
hotel
Step 10: Close the door and record report
2 General duties of housekeeping department supervisor
2.1
Summary content
2.1.1 Relationship with other departments in the hotel
• Relationship between HK and FO department
The relationship between housekeeping and the front desk should be quite close.
After housekeeping has finished preparing the room, the front desk sells it. It will be
difficult for a front office to sell a room unless and until a close relationship is
maintained, as the housekeeping department cleans and shapes the room after the guest
departs, and the front office reports the number of rooms vacated to the housekeeping
department so that the housekeeping department can clean and hand over the rooms.
• Relationship between HK and Engineering department
The maintenance of the hotel or the goal of maintaining the furnishings in
functioning condition for the safety of the guests is one of the most essential duties of
the housekeeping department. As a result, appropriate coordination with the engineering
department is required. Which actually carries out the task of fixing out of order
furniture, replacement of all the all the electrical goods repairing of all the plumbing

items etc.
• Relationship between HK and F&B department
Clean tablecloths, napkins, and other F/B items are continuously required at
restaurants, banquets, and other F&B establishments. The employees who operate in
certain locations must wear clean uniforms on a regular basis. The former because they
come into contact with guests, and the latter to maintain a high level of hygiene. All

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F/Boutlets require housekeeping to ensure that the outlet is clean before it opens to the
public.
• Relationship between HK and Purchasing department
The purchase department procures out-stock items for housekeeping, such as guest
supplies and amenities, stationery, linen, cleaning materials and equipment, and so on.
Housekeeping should convey their requirement to purchase by way of advance notice in
the form of a purchase requisition.
• Relationship between HK and Accounting department
Accounting department needs collaboration of housekeeping services for signing
invoices in a timely manner, personnel attendance schedules are prepared timely for
payment of wages to the personnel and preparing periodical tables. In order to compare
with front office reports, empty and full bed capacity reports should be delivered by
housekeeping services in a timely manner
• Relationship between HK and Sales/marketing department
Supply of promotional brochures, rate cards, or other items such as pen stand in
the guest rooms. Collection of soiled uniforms from the S&M department and provision

of ready uniforms to the S&M staff daily.
• Relationship between HK and Personnel HR department
Housekeeping coordinates with the personnel department for recruitments of
housekeeping staff, managing their salaries and wages, addressing indiscipline,
following through grievance procedures, issuing identity cards for employee, running
induction program, maintaining locker facilities, completing income tax formalities,
effecting transfers, promotions, appraisals, and exit formalities, procuring trainees and
organizing training sessions
• Relationship between HK and Security department
The coordination here is mainly concerned with the prevention of fire and thefts
and the safekeeping of keys and lost property. There are so many security hazards on the
floor that this liaison is particularly important and housekeeper cooperates by
endeavoring to see that housekeeping staff are aware of the hazards. Housekeeping
personnel should also report anything of a suspicious nature immediately to the security
staff. However, a guest may take advantage of this privacy and may be engaged in certain
illegal activities such as gambling, smuggling and so on. Housekeeping personnel have
to be alert to this risk and seek the security department’s intervention if necessary

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2.1.2 Business connections outside the hotel
• Colleagues
Sharing experiences and useful information for HK department activities
Borrowing extra bed, tools, utensils, ...
Assist in washing clothes when the machine breaks down

• Supplier
Supplying materials and goods used in HK department
Consulting on the quality of goods
Consulting price
• Pest control
Controlling pest in hotel
Emergency handling of insect pest situations arising in the hotel
• Chemical supply
Supplying of goods in HK department
Consulting on chemical knowledge
Supporting to train ways to use chemicals according to standards
• Laundry service
Provide laundry service for HK department and hotel guests
• Cleaning service
Cleaning the outside glass periodically
Providing public cleaning services for the hotel
Maintaining of all types of floors in the hotel need
2.1.3 Good management and warehouse arrangement
Because the goods in the warehouse of the Housekeeping department are quite a
lot, each hotel needs to have a arrange principle that all employees must follow to take
stock of the goods in the warehouse and order goods in time.
When science advances, today hotels manage goods in warehouses entirely by
software, but they should make a warehouse diagram to keep in the HK room or stick it
on the door, its will help supervisors locate the goods they need to find, need to arrange
according to the principle of first-in, first-out (FIFO) for Minibars, food, and drinks.
Next, it is necessary to write the code of the goods, the name of the goods, and the date
of import and export for easy reporting. The shelves in the warehouse also need to be
marked, so that not only supervisors but all employees who need to find goods can easily
find them.
There should be signs indicating the location of goods, types of goods, and goods

must be arranged scientifically and neatly. Commodity in the warehouse must be
arranged according to the principle of light goods on top and heavy goods below, be
careful with fragile items such as glass and porcelain. And for fabrics that need to be
preserved more carefully, they must not be placed close to the wall and must be at least

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30cm from the ground, as well as avoid leaving the fabric where there is direct sunlight,
which will easily cause the fabric to be damaged.
For cleaning chemicals, which will be stored separately, they should be noted in
Vietnamese so that everyone can easily recognize them. In each warehouse, there must
be a manual on using chemicals showing the ratio of mixing chemicals. More important
in the arrangement of the warehouse is to meet fire protection standards.
2.2 Practical exercise
2.2.1 Exercise 1
Rex hotel has 286 rooms with 84% capacity
• Staff
The number of employees needed to service guest room area with an average
occupancy 84% is:
286 × 84%
= 17*staffs
14
The number of working days of an employees in a year is:
365 − 252 + 12 + ( 10 × 3)7 = 271*days
HBST is:

365
= 1.34
271
So, the number of employees needed to service guest room area every day is:
1.34* × 17 + 4 ì 1.34 = 28*staffs
ã Supervisor
The number of Supervisor needed is:
286* × 84%
= 3.432*
70
The number of Supervisor needed to service guest room area every day is:
1.34* × 3.432 + 1.34 = 6*SUP
ã Clerk
2 ì 1.34 = 3

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• ROSTER
50% Fulltime: 14
50% Parttime: 14

Figure 2.1. ROSTER

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2.2.2 Excersie 2
±
Calculate the number of Bedsheet and Duvet cover needed to purchase
• Minimum
Type
of
room

Total
Room
the
rate
number
of
rooms

The
The
number number
of beds of bed
sheet
in each
bed

The

minimum
standard
coefficient

The
minimum
number
of bed
sheets
and
duvet in
each type
of room

Total the
minimum
number of
bed sheets
and duvet
cover

Twin

286

35%

200

1

2.5

500

500 + 143=
643

Triple

286

5%

43

1

2.5

108

Queen 286

15%

43

1

2.5

108

King

286

25%

72

1

2.5

180

Queen 286
+ twin

20%

57 (T)

1

2.5

143

57 (Q)

1

2.5

143

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108 + 143=
251


• Maximum
Type
of
room

Total
Room
the
rate
number
of

rooms

The
The
number number
of beds of bed
sheet in
each
bed

The
minimum
standard
coefficient

The
minimum
number
of
bed
sheets
and duvet
in each
type of
room

Total
the
minimum
number

of
bed
sheets
and
duvet
cover

Twin

286

35%

200

1

3.5

700

700 + 200=
900

Triple

286

5%

43

1

3.5

151

Queen 286

15%

43

1

3.5

151

King

286

25%

72

1

3.5

252

Queen 286
+ twin

20%

57 (T)

1

3.5

200

57 (Q)

1

3.5

200

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151 + 200=
351


± Calculate the number of Bath towel and Bath mat needed to purchase
• Bath towel
Type of room Rooms

Room
rate

The
number of
rooms
according
to
room
rate

The
The
number standard
of bath coefficient
towel in
each
room

The
number

of bath
towel
each type
of room

Twin

286

35%

200

2

4.5

900

Triple

286

5%

43

3

4.5

581

Queen

286

15%

43

2

4.5

387

King

286

25%

72

2

4.5

648

Queen + twin 286

20%

57

3

4.5

770

TOTAL NUMBER OF BATH TOWELS TO PURCHASE

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3286


• Bath mat
Type
room

of Rooms

Room
rate

The
number of
rooms
according
to
room
rate

The
The
number standard
of bath coefficient
mat in
each
room

The
number
of bath
mat each
type of
room

Twin

286

35%

200

1

4.5

900

Triple

286

5%

43

1

4.5

194

Queen

286

15%

43

1

4.5

194

King

286

25%

72

1

4.5

324

+ 286

20%

57

1

4.5

257

Queen
twin

TOTAL NUMBER OF BATH MAT TO PURCHASE

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1869


± Calculate the number of pillow and pillow case
• Pillow
Type of Rooms Room The
room
rate
number
of rooms
according
to room
rate

The

The
number standard
of
coefficient
pillows
in each
room

The
Extra Total
number pillow
of
pillows
each
type of
room

Twin

286

35%

200

2

1.1

440

200

640

Triple

286

5%

43

3

1.1

142

43

185

Queen

286

15%

43

2

1.1

95

43

138

King

286

25%

72

2

1.1

324

72

396

Queen

+ twin

286

20%

57

3

1.1

158

57

215

TOTAL NUMBER OF PILLOWS TO PURCHASE

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1574


• Pillow case

Type of Rooms Room The
room
rate
number
of rooms
according
to room
rate

The
The
number standard
of
coefficient
pillows
in each
room

The
Extra Total
number pillow
of
pillows
each
type of
room

Twin

286

35%

200

2

3.5

1400

200

1600

Triple

286

5%

43

3

3.5

452

43

495

Queen

286

15%

43

2

3.5

301

43

344

King

286

25%

72

2

3.5

504

72

576

Queen
+ twin

286

20%

57

3

3.5

599

57

656

TOTAL NUMBER OF PILLOWS TO PURCHASE

2.2.3 Practical 3
Soap (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Shampoo (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Bath gel (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Toothbrush (2 units)

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3671


Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Comb (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Cotton buds (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Sanitary bag (2 units)

Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Shower cap (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Sewing kit (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
Nail file (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
Shoes polish (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
3 Monitor the living room area
3.1 Duties of Housekeeping supervisor
± Primary areas of responsibility
• Provides satisfaction and comfort for guest lodging experience.

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• Ensures guest satisfaction by providing servant leadership to housekeeping
employees.
• Provides clean, comfortable rooms in all Maranatha guest facilities.
• Communicates in a timely manner with guests and staff.

• Provides Maranatha with a trained housekeeping staff able to complete all
cleaning duties & and hygiene standards in all guest rooms.
• Functions as liaison between the housekeeping department and Guest
Services management.
± Secondary areas of responsibility
§ Ensures high housekeeping standards by hiring, scheduling and
communicating with housekeeping employees. Assigns workers their duties and
inspects work for conformance to prescribed standards of cleanliness. Establishes
cleaning standards and procedures for work of housekeeping staff.
§ Obtains list of rooms to be cleaned immediately and list of prospective
check-outs or discharges to prepare work assignments. Advises manager, desk
clerk, or admitting personnel of rooms ready for occupancy.
§ Oversees laundry function and linen supply as well as all necessary
supplies and equipment utilized in the housekeeping process.
§ Investigates complaints regarding housekeeping service and equipment,
and takes corrective action. Coordinates and communicates with other departments.
§ Orders supplies and works with vendors to receive competitive pricing.
§ Creates housekeeping schedules and assigns duties within the allotted
budget for labor hours.
§ Performs cleaning duties, and trains employees.
§ Manages the lost and found system and establishes a communication
process to return found items in a timely manner and log requests for items lost.
§ Evaluates records to forecast department personnel requirements.
Improves service and ensures more efficient operation by training housekeeping
employees.
§ Manages employees resulting in a positive staff morale
± Authority
HK supervisors can assign and check, monitor, and evaluate the work results of
employees. In addition, if an employee violates the labor regulations, HK can also
recommend discipline, as well as offer rewards when the employee does well.

And to become a room supervisor, that person needs to have leadership ability,
understand the technical systems, equipment, and furniture in the hotel, must have
knowledge and understanding of professional standards, and know fundamental
office computer

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3.1.1 Duties of morning shift supervisor
Housekeeping supervisors need to know the number of rooms that need to be clean
during the shift and then assign staff to clean bedrooms, balconies, and corridors, or other
areas in the hotel. Supervisors must divide the work reasonably, during the shift,
supervisors will check the result of tasks and activities in the living room area.
Supervisors will have to deal with situations arising in the living room area; for
example, when electrical equipment is damaged, the facilities in the room are not up to
standard. Supervisors must be flexible to find solutions to solve problems, need to check
all rooms C/I, C/O, VD, VC, OD, OC, ARRIVAL, etc, when checking the hygiene
quality After the living room is finished, the status of the room has to be changed and
updated to the computer system
For DND rooms, it is necessary to call back in the afternoon to check if the guest
needs to clean the room or not, and need to look out for rooms DL, LB, ONB, R/S, etc,
end of morning shift work. , the room supervisor needs to record the logbook to hand it
over to the supervisor of the afternoon shift.
3.1.2 Duties of the laundry area supervisor
Afternoon supervisors need to divide the Turndown Service work among
employees, assign employees to Refill Minibars, and assign additional routine cleaning

tasks to employees such as corridor cleaning, tool storage, and cleaning windows,
washing living room curtains, etc. Assigning afternoon shift to clean DND, R/S, DL, etc;
check the room status handed over by the morning shift. After finishing the job, change
the status of the room and update it to the computer system, then check the cleaning
machines and tools, make sure there are always enough chemicals for the staff to use,
after completing the afternoon shift work, the supervisor records the logbook and hands
over the work to the night shift/morning shift supervisor
3.1.3 Divide room for staff and check room
± Room status rotation
From VR room after guest check in will be changed status to OC room, after guest
stay one night, OC room will change to OD room, after guest check out the room will
have status as VD room, after being cleaned, it will become a VC room, and after being
inspected, it will become a VR room

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Figure 3.1. Room status rotation
± Logbook
The logbook contains information on shifts, for supervisors to record what has been
done and what has not been done, new information about jobs or hotel policies.
± Assignment book
This assigment book reports shift multiplier, number of rooms per employee, work
area, total number of rooms to be cleaned, percentage of guest rooms occupied.

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3.1.4 Lost & Found procedures

Diagram 3.1 Lost and Found Procedure
3.1.5 Maintenance procedures
The reporting of the problems related to the maintenance of the furniture and
equipment in the hotel must be incorporated into the daily work of employees
Maintenance request form:
- Must be handled as soon as the room staff return
- There must be a system for handling written maintenance requests
- A copy of the maintenance request form must be kept at Chamber
department’s office for follow up

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Diagram 3.2 Maintenance Procedure
3.1.6 Duties of the laundry area supervisor
Tasks

Every Every Every Every Every

3
6
week 1
month months months

Report the failure of the vacuum cleaner

x

Technical supervision of machinery repair x
Technical coordination for periodic
maintenance of vacuum cleaners

x

Sanitize sanitary equipment

x

Report chemical consumption /order
chemical

x

Report consumption materials, amenity,
chemicals

x

Order the number of chemicals to use

x

General guest room periodical

x

Vacuum, clean the air conditioner filter in
the guest room

0

x

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