The document outlines the housekeeping department of a hotel. It includes an introduction to the major functions of the department, which includes housekeeping of public areas, guest floors, laundry, lost and found, and more. It also includes information about shift timings, hotel room details like number of rooms and room types, policies around do not disturb signs and double locked rooms, and important dos and don'ts for the department.

1. HOUSEKEEPING DEPARTMENT

2. HOUSEKEEPINGHOUSEKEEPING

3. Introduction & majorIntroduction & major
functions of thefunctions of the
departmentdepartment

4.  Housekeeping
Public Area's
Guest Floor's laundry
Lost and
found /Mini
bar control
desk
all Banquets/
restaurants
,all offices
Uniform
room /linen
store
Pest
Management

5. Hierarchy chartHierarchy chart
ExecutiveExecutive
HousekeeperHousekeeper
H/k associate
/desk controller
Housekeeping
supervisor
Housekeeping
Executive
Laundry associate/
Tailor
Laundry
supervisor

6. snapssnaps

7. Shift TimingsShift Timings
MorningMorning 7:30 to 4:307:30 to 4:30
EveningEvening 1:30 to1:30 to
10:3010:30
NightNight 10:30 to 7:3010:30 to 7:30
Uniform room timingsUniform room timings
Morning7:00AMto Evening7:00PMMorning7:00AMto Evening7:00PM
Laundry timingsLaundry timings
Morning 7:00AM to 10:00PMMorning 7:00AM to 10:00PM

8. 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 30We 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 andClub 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.

14. Important Dos &Important Dos &
Don’t departmentDon’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 Lockedtrained on Do not disturb / Double Locked
policy.policy.
PURPOSE:PURPOSE: To ensure guest satisfactionTo ensure guest satisfaction
and guest privacyand guest privacy

15.  1. Do not disturb means the guest does not wish to be1. Do not disturb means the guest does not wish to be
disturbed.disturbed.
 2. Staff while servicing the rooms must be very careful about2. 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 room3. If the room is on DND in the morning shift, the room
Attendant informs the same to the HK Floor Supervisor byAttendant 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 DND4. If the room is due departure and the guest has left a DND
sign on, the Floor Supervisor checks with the Duty Managersign 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 stillthe DND is removed and room is serviced. If the guest is still
in the room and due out, then the Duty Manager follows upin the room and due out, then the Duty Manager follows up
with the guest to revert back with the details to HK. If thewith the guest to revert back with the details to HK. If the
guest has extended his stay or late checkout has beenguest 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.

16.  5. The Floor Supervisor slips in a Do Not Disturb card in all occupied5. 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 asrooms 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 theit 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 house6. The desk controller /Supervisor on checking their guests in house
report call up and guest who have not taken service in the morning andreport 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 as7.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 the8.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 tosame 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 duty9. if the room continues to be on DND in evening also then the duty
manager/ FOM, Housekeeper and security in charge open the room tomanager/ FOM, Housekeeper and security in charge open the room to
ensure that there is baggage in the room ,its not a skipper and noensure 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.

17. Thank you…..Thank you…..