The document discusses coordination between various departments in a hotel, including housekeeping, front office, engineering, food and beverage, purchase, laundry, security, and personnel. It outlines how housekeeping coordinates with these departments on tasks like room status updates, repairs, linen and uniform supplies, guest requests, and staffing issues. It also provides details on administrative functions of housekeeping like duty rotas, registers maintained at the control desk, and handling guest complaints.

1. RADHIKA GUPTA
12- BBA - HM

2. INTER DEPARTMENTAL &
INTRA DEPARTMENTAL
COORDINATION:

3. COORDINATION WITH THE
FRONT OFFICE
Coordination with the front office is one of the most
important features of housekeeping. As soon as the guest
depart, the front office informs the housekeeping via
telephone or computer and reports how many rooms have
been vacated, so that housekeeping can take over and
clean and repair any furniture as may be necessary. Once
the rooms are cleaned, the housekeeping supervisor
checks the rooms, calls the housekeeping desk
supervisor and hands over the clean rooms. The
housekeeping desk supervisor then informs the front
office that the rooms are ready for new guests. The rooms
received by housekeeping for cleaning are called
‘departure room’, while the clean rooms handed over by
the front office are called ‘clean or ready or vacant rooms.

4. THE POINTS ON WHICH FRONT OFFICE
COORDINATES WITH HOUSEKEEPING DEPARTMENT
 The front office informs housekeeping regarding all the
rooms that have been vacated,so that they can be
prepared for sale.
 Rooms that need repairs are removed from circulation
and given ‘out of order status’.
 Major renovations are coordinated with the front office
based on the expected occupancy.
 The front office informs the housekeeping department if
any VIP rooms are blocked.
 Any special requests from guests are conveyed by the
front office on the guest’s arrival even prior to that ,
housekeeping can comply with the requests.
 Group arrival are coordinated for a smooth check in.

5. COORDINATION WITH THE
ENGINEERING AND
MAINTENANCE DEPARTMENT
 All major and minor repairs are carried out through the
maintenance department.
 Any equipment required by housekeeping that needs to
be repaired is given to maintenance.
 Before purchasing any equipment for housekeeping the
maintenance department is consulted.
 Preventive maintenance is carried out in liaison with the
housekeeping department.
 Housekeeping attendants are trained by the maintenance
department on how to conserve water and electricity.
 A snag list is prepared by housekeeping and given to
maintenance.

6. COORDINATION WITH FOOD
AND BEVERAGE PRODUCTION
DEPARTMENT
 Generally coordinates with the housekeeping departments regarding
uniforms for staff. Exchange of kitchen dusters and post control.
COORDINATION WITH FOOD AND
BEVERAGE SERVICE DEPARTMENT
 The housekeeping department is informed daily regarding all
banquet functions, so that they can prepare the halls as well as
organize the staff,flowers, pest control and linen required.
 All the restaurants coordinate with housekeeping for linen, regular
cleaning of the restaurants and pest control of the restaurants.
 The housekeeping and the food and beverage service department
consult at the beginning of the year for linen budgets.

7. COORDINATION WITH THE
PURCHASE DEPARTMENT
Coordination is required between the purchase
and housekeeping departments for the
purchase of all necessary indents and to keep
the required stock at all times. Both the
departments are also responsible for effective
cost control. The desk housekeeper makes
indents of the items required by housekeeping
with the help of floor supervisors and hands
them to the stores on a weekly basis. The
stores then issues the indents required for
rooms and public areas.

8. COORDINATION WITH THE
LAUNDRY DEPARTMENT
 Housekeping has to ensure that a proper
schedule is followed regarding the delievry of
soiled items to laundry.The laundry
department has to ensure that the linen is
available for housekeeping when required and
ensure that the linen is folded in the required
manner for easy delivery to the rooms.
Laundry is responsible for maintaining
uniforms amd seeing that they are available on
time.
 The housekeeping and laundry departments
coordinate on the purchase of new linen.

9. COORDINATION WITH SECURITY
DEPARTMENT
The guest room is a very private place and a
hotel goes to great lengths to ensure guest
privacy and security. However a guest can
take advantage of the situation by using the
room for illegal purposes. In such cases, the
security department must be informed. H
ousekeeping also coordinates with the security
department regarding lost and found
items.Any expensive items are handed over to
security. Housekeeping should also inform
security in the case of any unusual incidents
like fire or theft.

10. COORDINATION WITH THE
PERSONNEL DEPARTMENT
Housekeeping coordinates with the personnel
department regarding requirements of staff,
salaries, indiscipline, grievances, identity cards
for staff, locker facilities, contract services etc.
The personnal department, along with the
executive housekeeper select the right
candidate for right candidate for the
department. The executive housekeeper
coordinates with the personnal department
regarding appraisals and promotions of staff

11. INTRA DEPARTMENT
COORDINATION
 Transfer important information to houseleeping desk, like
guest in a particular room needs extra blanket.
 Briefing- Debriefing
 Priority of cleaning depends if VIP is there
 Periodic/Routine cleaning schedule on guest floors.
 Replenishing guest supplies/ ammenities linen in floor
pantry.
 Duty rota/ work schedules or timetable
 Preparing log books.
 Turn down service
 Second service
 Keycontrol
 Lost and found

12. ADMINISTRATIVE &
CONTROL FUNCTION
OF HOUSEKEEPING:

13. This department is responsible for the cleanliness,
maintainance & the aesthetic standard of the
hotel.
Executive housekeeper: He is the head of
housekeeping & is responsible for translating
hotel policies ,procedure& standards into
housekeeping operations.

14. ADMINISTRATIVE FUNCTION
OF HOUSEKEEPING
 Planning, organising & supervising of housekeeping
department. When planning the housekeeping department
various stages have to be considered for planning out the
work, the time that may be allowed, the staff required for a
particular job, the cleaning equipment & agents required,etc.
 Physical survey
 The specifications
 Time allowed
 Labour requirement
 Work schedule
 Work allocation
 Master schedule
 Control of standards

15. DUTY ROTAS:
 Good management of any organisation depends on
a balance between managing work & staff. If too
much emphasis is put on the work, the staff will be
dissatisfied & the work will inturn suffer. Similarly, if
staff relations are emphasised too much the quality
of work will suffer.
 Managing staff has 3 aspects:
 Organising work for people: Distribition of work
through rotas. Arranging physical resources-
equipment,etc
 Organising people for work: Manpower planning,
recruitment & selection, training, etc.
 Motivation : Wages & salaries, bonus system & other
benefits, discipline & conselling, etc.

16. CONTROL FUNCTION OF
HOUSEKEEPING:
 HK CONTROL DESK -The housekeeping
desk is the nerve centre of housekeeping
department & its efficiency determines the
smooth operation of the department. It is the
main link for the information & communication
between the various areas of the department
as well as for cordination with other
departments. The desk has to be manned 24
hours; otherwise the entire link of
communication would stop.

17. STAFF SCHEDULING:
Ensuring that you staff correctly is essential for any manager. If too
many employees are scheduled then this is waste and costing
standards are jeopardised. The following factors are
considerations that an executive housekeeper needs to
consider when preparing a week's rota.
 ● Room occupancy
 ● Labour budget available
 ● Type of room to be cleaned
 ● Stay-over or check-out
 ● Customer profile
 ● Employee holidays
 ● Turndown service
 ● Check-in time/check-out time
 ● Special requests
 ● Skill level of employees
 ● Public areas and frequency of cleaning
 ● Supervision
 ● Special events taking place in hotel

18. REGISTERS MAINTAINED AT
THE DESK:
 Staff placement book
 Emergency cupboard register
 Damagad or missing article register
 Lost & found register
 Maintenance job order register
 Key register
 Guest service/ call register
 Occupancy book
 Indent book
 Purchase order book
 Grooming register
 Spring cleaning register

19. Key control:
 It is a method of tracking keys that have been
issued. Floor master key & housekeeper master
keys are to be controlled on a master key control
register. To practice effective key contol, personnel
who issue floor master keys should log the following
information:
 Enter the issuing date
 Enter the floor number for which the key is intended
 Enter the key identification number
 Ask for the person receving the key
 Check the master sheet at the end of the shift to see
that all the keys have been returned.If the key is
missing, locate thre individual who signed out or the
missing key.

20. HANDLING GUEST
COMPLAINTS:
 A guest complaint can come verbally, through suggestion/ comment cards are kept in
the room or by feedback to the front office. Once the complaint is received the
executive housekeeper has to take immediate action.
 If the guest is in the hotel, the executive housekeeper shall meet the guest, show
concern over the problem & apoligise on behalf of the management.
 If the job to be attended to require time, which can inconvenience the guest, he/she
should assist the guest to change rooms by taking help from the front office.
 If the complaint is due to oversight on the part of the staff members he/she should call
the persons concerned & counsel them on preventing future occurrences.
 The executive housekeeper should follow the complaint through with other staff
members in a group meeting & alert them on causes leading to the guest
dissatisfaction.
 If guests are being unreasonable, he/she should listen to the guest with utmost
courtesy & report the matter to the front office manager & the general manager.
 The executive housekeeper has to carry out an appropriate analysis of the complaints
every month & after a discussion with the general manager & senior staff of the
department, embark a correction process.

21. HANDLING
PROCEDURE
RELATED TO
GUEST:

22. CLEANING OF
GUEST(REGULAR, WEEKLY
& SPRING CLEANING)
Procedure for room cleaning
Cleaning of the guest room is the
responsibility of the housekeeping attendant
assigned to various guest floors. Normally
check out rooms should be given priority for
cleaning since they can be made available
for sale only after cleaning. The rule for the
sequence of cleaning rooms is departure
rooms, vacant rooms then occupied or stay
over rooms. The flow of various activities
involved is given below:

23. ENTER ROOM
↓
TIDEY AND AIR OUT ROOM
↓
STRIP AND MAKE BED
↓
VACCUME
↓
CLEAN BATHROOM
↓
MAKE THE FINAL CHECK
↓

24. CLOSE THE DOOR
↓
NOTE ROOM STATUS ON CHECKLIST
↓
PROCEED TO THE NEXT ROOM

25. REQUESTS HANDLING
 Listen with concern and empathy
 Isolate the guest if possible, so that other guests won't
overhear.
 Stay calm. Don't argue with the guest.
 Be aware of the guest's self-esteem. Show a personal
interest in the problem, Try to use the guest name frequently.
 Give the guest your undivided attention. Concentrate on the
problem, no on placing blame. Do NOT Insult the guest.
 Take notes. Writing down the key facts saves time if someone
else must get involved. Also, Guest tends to slow down when
they see the front desk agent trying to write down the issue.
 Tell the guest what can be the best done. Offer choices. Don't
promise the impossible, and don't exceed your authority

26.  Set an approximate time for completion of corrective actions.
Be specific, but do not underestimate the amount of time it
will take to resolve the problem.
 Monitor the progress of the corrective action.
 Follow up. Even if the complaint was resolved by someone
else, Contact the guest to ensure that the problem was
resolved satisfactory.
GUEST LOAN ITEMS:
Guest loan items are usually stored in the main linen room
and when requested are delivered to the guests with a receipt
form. Such items should specify when the item may be picked
up so as not to convey the idea that they are free for taking.
(Charger, adapter, converter, etc)

27. PAGING SYSTEM:
The paging system in hotels is a method of
communication between the staff and sometimes,
even guests are paged. The paging system has
been in use for a long time.
 The paging system has been in use for a long
time.
 It started when bellboys and waiters used to ring
a hand bell and run around the hotel public areas
looking for the guests to give their message.
 The boy use to carry a board with the message
written on it.

28. GUEST ROOM KEY:
 This is the key for opening individual guest rooms.
 This is kept at the front desk and handed to the guest when he
checks into his room.
 It has to be deposited at the front desk whenever the guest
leaves the hotel premises, even temporarily.

29. VIP AMINITIES PLACED IN
ROOMS
V.I.P.1:
These are heads of states, and international
celebrities
 A large flower arrangement
 A platter of chocolates
 Petit fours
 A large fruit basket
 A platter of cookies
 A platter of dry fruits
 Personalized stationery

30.  BATH:
1.Bathrobe with guest initials
2.Slippers
3. Bubble bath
4. A tray of assorted soaps
5. Moisturizer
6. After shave lotion
7. Bathroom kit-comb, toothbrush, toothpastes
8. Disposable razor and shaving cream
9. Bud vase
10. Weighing scale and exercise cycles

31. V.I.P.2
These are presidents of large companies, top people in a
hotel’s own company, ambassadors and well known
personalities..
1. A partial bar set-up with 2 spirits, beer, soft drinks, mineral
water
2. A medium sized flower arrangement
3. A medium sized fruit basket
4. A platter of chocolates
5. Personalized stationery
BATH:
1.Bathrobe
2. Toweling slippers
3. Bud vase
4. Bubble bath

32. 5. Moisturizer
6. After shave lotion
7. Bathroom kit
8. Disposable razor + shaving cream
V.I.P3
These are regular guests and crew members
ROOM:
1.Small flower arrangement
2. Small fruit basket
3. Mineral water and soft drinks
BATH:
1.Bathrobe
2. Toweling slippers
3 .Bud vase
4. Bubble bath
5. Bathroom kit

33. V.I.P.4
These are group leaders, tour leaders and journalists.
ROOM:
1.Small flower arrangement
2. Small fruit basket
3. Soft drinks
BATH:
1.Bathrobe
2. Bathroom slippers
3. Bathroom kit