1. SCHOOL OF HOSPITALITY AND TOURISM MANAGEMENT
UNIVERSITY OF JAMMU
Topic: -REPORT ON HOUSE KEEPING (602)
Submitted by:-
NAME: RADHIKA GUPTA
ROLL NO: 12 BBA (HM) 2011
Semester6TH : BBA (HM)

2. An Introducation:
K. C. Hotels Pvt. Ltd. incorporated in 1987 is a member of the K. C. Group of Industries. The
group has made noted contributions to the industrial and commercial activities in and around
Jammu city namely: K. C. Vanaspati, K. C. Refineries, K. C. Bakery Products, K. C. Theatre
Chandigarh, K. C. Mezbaan Restaurant Chandigarh, Hari Theatre Jammu, Ganesh Oil Mills
Jammu, K.C. Residency – Katra, K.C. Residency – Jammu, K.C. Industries and an upcoming
Multiplex at Chandigarh.The need for a hotel of international standards in Jammu & Katra was
felt by us and this venture of ours has been targeted to fulfill that requirement. K. C. Residency -
Jammu is the first venture of K. C. Hotels Pvt. Ltd. and another venture namely K. C. Residency
- Katra.
K.C. Hotels Pvt. Ltd. plans to make dramatic in-roads within the hospitality industry. The
company will be perceived by its patrons as being a deluxe group of hotels and resorts with truly
international standards of both product and service.
K.C. Residency is a Landmark in Jammu, the city of temples, located at Residency Road
the commercial centre of Jammu in Jammu & Kashmir state.
In a city renowned for Temples and Hospitality, K. C. Residency offers to be a host. It is not just
a hotel, it’s a place where one can experience the warmth, the beauty and the distinctness of life.
Situated in an ideal location in the centre of the famous Residency Road near to the historic
Raghunath Temple. To Stay here is to experience Jammu at its best. Friendly atmosphere and the
best of the food served here provides privacy with comfort and modest service.
The need for a hotel of international standards in Jammu & Katra was felt by us and this venture
of ours has been targeted to fulfill that requirement. K. C. Residency - Jammu is the first venture
of K. C. Hotels Pvt. Ltd. And another venture namely K. C. Residency - Katra. It is the aim of
the group to offer deluxe accommodation coupled with superior standards of service in a style
that is warm and inviting, all at a very reasonable price.
In order to fulfill its management obligations K. C. Hotels Pvt. Ltd. concentrates on five
disciplines namely: development, marketing, personnel and training, operations and finance. A
proud and enthusiastic attitude exists within the K. C. Hotels Pvt. Ltd. team. The company pays
great attention to the training, development and welfare of its employees so as to provide career
advancement and continuity of service. Personnel are exposed to a variety of hotel operations
within a multitude of disciplines in order to develop a flexible, adaptable and entrepreneurial
spirit.

3. K C Residency (A Unit of KC Hotels Pvt. Ltd.),
Residency Road, Jammu Tawi (INDIA) - 180001
Phone +91- 191- 2520770 (Six Lines) Fax: +91-191- 2575222
E-mail: kcr@kcresidency.com
HOUSEKEEPING
Housekeeping in a hotel is responsible for the cleanliness , maintenance, and aesthetic upkeep of
the hotel .It provides accommodation to the guest with clean attractive and comfort that offers
value for money. Hotel have 58 rooms.The rooms are fully air conditioned with attached
washrooms.
SOFTWARE USED – WISHNET
 Housekeeping
o View / update housekeeping status
o dirty, maid-in-room, clean, inspected, re-check
o Day wise cleaning schedule
o Update status through interfaced telephone or interactive systems
o House use rooms
o Temporary and permanently out-of-order rooms
o View / update discrepancy status
o View front office status and guest movement
o Room status updates log
o Room 'zoom' to view guest summary
o Loaned items handling
o Lost & found log
o Reports -
 Room status list
 Expected / stay-through / departure rooms list
 Maid assignment report
 Staff Planning Report
 Loans items list
 Lost & found list
FACILITIES OF HK
• Desk control.
• Linen store.

4. • Laundry.
• Linen and uniform room.
Types of registers maintained:
• House keeping maintainance record
• Party register
• Log book
• Minibar register
• Consumption register
• Inventory register
House keeping hierarchy:
Public area hierarchy :
Executive House keeper (Maharaja krishan kaul)
Assistant H. K (Neena waza)
Senior Supervisor ( 2nd &3rd floor -sunita bharti ,4th &
5th floor - puship lata)
Room attendants (2nd floor – ashok , karnail, 3rd floor-
thappa, bittu , 4th floor –shesh narayan , raj kumar
,bhandhana , 5th floor – kabal, raj kumar )

5. Laundary hierarchy:
Types of linen :
Guest linen:
• Bed sheet (single)
• Bed sheet (double)
Public area supervisor ( rajinder kumar,
lallan prasad )
Public area attendants– ( lobby – nasib
singh, terrace – kumar dorzy, banquets &
falak- ram raghuver, meher singh, ajay)
(Houseman – vijay kumar, sham lal, raj )
Linen supervisor
(Durgash
madhav)
Laundary room
attendant (
amber bahadur )
Tailor ( subhash
chander )
Press man (shri
niwas)

6. • Pillow cover
• Bath towel
• Hand towel
• Face towel
• Bath mat
• Bed cover (single)
• Bed cover (double)
• Quilt cover
• Quilt
• Blanket
• Mattress protector
• Bath towel (wiping)
F & B linen:
• Table cloth
• Drop cloth
• Napkins
• Runners
• Wiping cloth
Types of registers maintained:
• Ledger
• Linen exchange register : it includes items, opening balance , issued to laundary, balance,
received from laundary, balance with laundary, closing balance, remarks
• Stationery register
• Uniform/ stock register : it includes month, date, particulars, folio, quantity (receipt,
issued, balance), remaining
• Requisition slip
• F& B linen exchange : it includes sno., items, opening balance, soiled given, balance,
fresh received , closing balance, remarks
• Laundary exchange sheet
Horticulture hierarchy :

7. DIFFERENT TYPES OF ROOMS:
• DELUXE ROOM (29) –
Many of the Delux Rooms at KC Residency Hotel, Jammu provide an excellent view of
Jammu City. Have twin beds. All with central air conditioning ,running hot & cold
water , direct dial phones with voice – mail facility & other state of the art features,
electronic locks- card key, internet connectivity, satellite t.v channels, refrigerator & soft
bar.
Room numbers :
DELUXE ROOM (29) –203 , 204, 205, 206, 207, 211, 215, 303, 304, 305, 306, 307, 311,
312, 315, 316, 403, 404, 405, 406, 412, 415, 416, 501, 504, 505, 507
• SUPER DELUXE ROOM (17) –
Super Deluxe Rooms in hotel KC Residency are spacious and elegantly furnished .Have
king sized beds. All with central air conditioning ,running hot & cold water , direct dial
phones with voice – mail facility & other state of the art features, electronic locks- card
key, internet connectivity, satellite t.v channels, refrigerator & soft bar.
Room numbers :
SUPER DELUXE ROOM (17) – 208, 210, 216, 308, 310, 314, 407, 408, 410, 411, 414,
502, 503, 506, 508, 509, 510.
• SUITE ROOM (4) –
Senior gardner
Junior
gardner

8. Have round bed / double bed. All with central air conditioning ,running hot & cold water
, direct dial phones with voice – mail facility & other state of the art features, electronic
locks- card key, internet connectivity, satellite t.v channels, refrigerator & soft bar.
Room numbers :
SUITE (4)- 209, 309, 402, 409
Room no – eg : 402 - 1double bed, 3 direct dial phones, 2 lcd, seprate area where guest
can sit & can have meeting , aari work furniture, curtains & bedsheet is there.
Room no – eg : 209, 309, 409 - 1round bed , round bath tub, dining area for 2 people,
coat stand , etc
• DELUXE SUITE (5) – Have double bed / palki bed. All with central air conditioning
,running hot & cold water , direct dial phones with voice – mail facility & other state of
the art features, electronic locks- card key, internet connectivity, satellite t.v channels,
refrigerator & soft bar.
Room numbers :
DELUXE SUITE (5) – 201, 202, 301, 317, 401
Room no – eg : 317- 2 rooms are there, 2 lcd ,1 double bed, coat hanger , cord less phone,
rectangular shape bath tub, seprate dining area for 2 people, etc
Room no – eg : 202 - 2 rooms are there, 2 lcd, 1 double bed, coat hanger , cord less
phone, rectangular shape bath tub, extra dressing mirror, bar counter , seprate dining area
for 2 people, etc.
Room no – eg : 201, 301 , 401 – palki bed, microwave, weighting machine, seprate
dining area for 4 people, pedstle lamp, cord less phone, extra dressing mirror, round bath
tub, coat hangers , etc.
• FAMILY SUITE (1) – Have 2 rooms with double bed. A room with central air
conditioning ,running hot & cold water , direct dial phones with voice – mail facility &
other state of the art features, electronic locks- card key, internet connectivity, satellite t.v
channels, refrigerator & soft bar.
Room numbers : FAMILY SUITE (1) – 417 : 2 lcd, 1 dressing table,4 soap, 2 travel kit,
4 bath towels, etc. All the ammenties kept in washroom are same as other rooms.
 Non – smoking rooms are available in 4th floorTotal number of rooms in each floor:
2nd floor – 16 rooms
3rd floor – 16 rooms
4th floor – 16 rooms
5th floor – 10 rooms

9.  Series :
Round beds – 209, 309, 409
Palki beds – 201, 301 , 401
Double beds – 402, 202
Two rooms – 417
THINGS TO BE KEPT IN EACH ROOM :
Minibar:
• 4 Soda Water
• 4 Cold Drinks
• 2 Bottles Of Beer
• 2 Bottles Of Aquafina
• 2 Cans Of Juice
Above minibar a coaster & a opener is placed
Washroom:
 Ammenites :
• 2 soap
• 1 travel kit
• 1 talcum powder
• 1 comb
• 1 shaving kit
• Tooth brush & tooth paste set
• 1 glass & a coaster
• 2 toilet paper
• Tissue paper , etc
 Things to be kept :
• Face towels
• Hand towels
• Bath towels
• Bath mat
• Bucket
• 1 phone
• 1 dustbin
• 1 hair dryer

10. Wardrobe:
• 5 to 6 hangers
• Safe deposit lockers
• 1 laundary bag
• 2 shoe shiner
• 2 shoe mit
• 1 laundary rate list – which includes name of guest, room no., bill no., date , today,
tomorrow, special instructions, items , (guest count, hotel count, rate ) – washing,
pressing
Laundary bags are on the shelf on the wardrobe . You need to fill out the list & place in
the bag & call receptionist / room attendant to collect the laundary. Laundary shouldnot
be left outside the room.
Signature of the guest:
Signature of the house keeper:
Delivered by :
Terms & conditions:
Timings & charges
• Items for laundary are accepted at guest’ s risk
• No liability is accepted for delay however arising / any loss by burglary, fire/ any
other reason not in control of the management.
• These goods are handled with greatest possible care but owing to the condition of
the articles when received such goods are accepted for cleaning at guest’s risk.
• Incase of any discrepancy / undeclared defects .ie. damage / discolouration of the
garments . The laundary execute the order only after further clarification .
• In the event of any discrepancy the laundary list must be returned to the laundary .
They are not responsible for shrinking & the garments not claimed within 30 days
.
• The management is not responsible for breakage of buttons & damage to zips etc.
while cleaning
• Incase of any loss/ damage to the garments in the laundary, the hotel will not be
responsible for a sumnot exceeding 10 times the cleaning value of the garments.
• Laundary sent before 9.00 am will be returned on the same day evening for
washing only.
• This amount will be debited to the master bill.
• Delivery time after 7.00 pm- normal service
• No employee / agent of the management is competent to offer / vary terms &
condition mentioned above.

11. Dressing table:
• Complimentary aquafina depends upon number of occupancy:
Single occupancy - 1
Double occupancy – 2
Super deluxe room – 2
Suite room – 1
Deluxe suite room - 1
• Tissue
• Menu card
• Folder which includes 2 stationery paper, 2 small envelope, 2 big envelope, 1 suggestion
& commennts card & a pen.
• Tea set – 2 packets each of :- {sugar, sugar free , nescafe (coffee), taj mahal (tea bag ),
everyday ( milk powder) }, 2 tea cups & plates, 2 tea spoon, & a kettle .
• 1 dustbin
• 2 drawers are there in dressing table:
Jammu map, sewing kit, holy bible,
Yellow pages, hotel regulations
• Suggestion & comments :
Were you reservations handled smoothly & effectively? (yes / no)
(If no , please comments ) ------------------------------------
Was the service, attitude & friendliness of our staff satisfactory?
Bell desk:(yes / no) ------------------
Telephone operator:(yes / no) -----------------
Laundary/ valet service:(yes / no) --------------
Reception :(yes / no) --------------------
Room boys :(yes / no) --------------------
Health club:(yes / no) --------------------
(If no , please comments ) ------------------------------------
Were you satisfied with the cleanliness & upkeep of public areas ?
Lobby: (yes / no) --------------------
Bar: (yes / no) --------------------
Restaurants : (yes / no) --------------------
Health club: (yes / no) --------------------
(If no , please comments ) ------------------------------------
Was your room clean , comfortable , adequately supplied & well equipped?
Upon your checkin: (yes / no) --------------------
During your stay: (yes / no) --------------------
(If no , please comments ) ------------------------------------
Were you happy with the service & quality of food & drinks at :
Room service: (yes / no) --------------------

12. The café sea side: (yes / no) --------------------
Falak: (yes / no) --------------------
Baran ( bar): (yes / no) --------------------
(If no , please comments ) ------------------------------------
Did you contact the duty manager to register any dissatisfaction & was the
problem solved ?
(Please comments ) ------------------------------------
Would you like to name a particular staff who has helped you a lot?
(Please comments ) ------------------------------------
How would you grade this hotel, overall?
(Please comments ) ------------------------------------
How can we make your next stay enjoyable?
(Please comments ) ------------------------------------
Are you here on a business tour --------------/ on vacation -------------
Signature : -----------------------
Room no : -----------------------
Date of arrival: -----------------------
Date of departure: -----------------------
Name: -----------------------
Company name & address: -----------------------
Telephone no: -----------------------
Residency : -----------------------
Office : -----------------------
These comments card are to be deposit in the suggestion box, placed at the cashier counter in the
lobby.
Hotel regulations:
In order to make the stay pleasant, the management request the cooperation in accepting &
observing the following as an agreement between the guests & KC HOTELS( P) LTD. ( herein
after called management ) under which rooms are permitted to be used by the guests.
• Tariff – Your room rate is shown on the G.R Card which is signed upon checkin to the
hotel. The tariff is on room EP/CP/ with any other agreed arrangement only & any other
meals & other services are available at extra cost.

13. • Settlement of bills – Bills must be settled on presentation . Personal cheques are not
accepted . All foreign nationals are required to settle their bills in foreign currency only in
keeping the government regulations.
• Company’s lien onuest luggage & belongings- In the case of default in payment of
dues by a guest, the management shall have the lien on the luggage & belongings & be
entitled to detain the same & to sell / auction such property at any time without reference
to the guest , while the net sale proceeds will be approximate towards the amount due by
the management rights to adopt such further recovery proceeding as may be required.
• Departure – Check out time is 24 hours , please inform the reception if you wish to
retain the room for further stay. If the room is available you will be charged 50% of the
actual tariff for a stay upto 6 additional hours after which actual charges will be applied .
On failure of the guest to vacate the room on expiry the management shall have a right to
remove the guest & his / her belongings from his/ her room .
• Luggage storage – Subject to availability of storage spaces, the guest can store luggage
in the room , at no charge at the guest’s sole risk at to loss/ damage from any cause .
Luggage may not be stored for a period of more than 30 days.
• Guest’ s belongings- Guest are particularly requested to lock the door of their room
when going out / when going to the bed. Donot leave the key in the keyhole . For the
convenience of the guest, safety lockers are available at the front office to store any
valuables. The management will not in any way whatsoever be responsible for any loss
&/ damage to the guest’ s belongings / any other property from either the hotel room /
locker/ any other part of the hotel, for any cause whatsoever including theft & pilferage.
• Hazardious goods – Bringing into / storing of raw / exposed cinema films / any other
articles of a combustible / hazardious nature & prohibited goods & / goods of objectible
nature , is prohibited . The guest shall be solely liable & responsible to the management
& its other guest . invitees , visitors, agents & servants for all loss, financial / other &
damage thet may be caused by such articles / as a result of the guest’s own negligence &
non – observance of any / all instructions.
• Damage of property – The guest will be held responsible for any loss/ damage to the hatel
property caused by themselves, their friends /any person for whom they are responsible.
• Personal injury to the guests –The management will not be responsible for any injury / ill
health resulting from the use of any of the hotel facilities / for accidents occurring within the
hotel premises.
• Management rights- It is agreed that the guest will conduct him / herself in a respectable
manner & not cause any nuisance / annoyance within the hotel premises. The management
has the right to any guest to vacate his / har room / other areas of the hotel forthwith, without
assigning any reason whatsoever, & the guest shall be bound to vacate when requested to do
so. Incase of default the management has the right to remove the guest’s & the guest’s
belongings from the room occupied by him / her.

14. • Relation between management & guest – Nothing herein shall constitute / create any
tenacy / subtenacy/ any other right / intrest in the hotel premises / any part / portion there of,
infavour of any guest the management shall always be deemed to be in full & absolute
possession & control of the whole of the hotel premises.
• Government rules & regulations & applications of laws – The guest is requested to
observe , abide by, conform to, & be bound to all applicable acts & laws & the government
rules & regulations inforce from time to time.
The management reserves to itself the rights to add to / alter / amend any of the above terms ,
condition & rules which are a part of an abstract of the lodging act.
Side table:
• Telephone
• House directory:
Operator – 9
Reception – 51, 56 & 2
House keeping – 52 , 63 & 3
Room service – 53 , 54 & 8
Falak – 58
Café sea side – 55
Labby manager – 57
Bell desk – 50
• 1 kettle
• 2 glass ( they are specially cleaned & covered for the protection of guest)
 Luggage table is also there in each room – shoe coaster is placed under the
luggage table
 Donot disturb card / clean my room card is placed on the handle inside the door.
MAID CART:
They have 2 maid carts in each floor. There are 4 floors ie. 8 maids cart are there:
• 14 double bed sheets.
• 10 single bed sheets.
• 15 Pillow cover.
• Guest amenities and supplies.

15. • 6 Hand towel.
• 14 Bath towel.
• 10 Face towels
• Guest stationery.
• Blanket.
• 3 mop
• 1Dustbin.
CHEMICALS USED:
• R1 - used for cleaning bathroom tiles
• R2 - used for cleaning marble
• R3 - used for cleaning mirror
• R4 - used for cleaning wodden things
• R5 - room freshner
• R6 - used for cleaning wc
• D7 – 1 – used for cleaning steel items
• TR 101 – used for carpet shampoo
• TR 103 – used for clean carpet
• R 20 – used for marbles
• Terenova , novale – marble polishing
• Leneo – wodden polish
EXPERIENCE:
 In this department training done by me was for 2 weeks.
 Here I learnt how to do dusting,vaccuming , cleaning of mirrors.
 Most important was BED MAKING
 See how the washrooms are cleaned.
 Equipments used in cleaning.
 Moping and brooming.
 Cleaned the refrigerators.
 Seen cleaning of Hotel, Balconies and Respective floor.