Control desk of housekeeping dept.

Housekeeping control desk is known as the nerve center of the Housekeeping

department.
The efficiency of the Housekeeping department basically depends upon the
working of control desk.
The main job of Housekeeping control desk is to receive request calls from guest
rooms and resolve guest problems.

Housekeeping desk passes all the information, request and problems of the
guests to concern Department.

It is the one point contact for all Housekeeping work and activities that is carried
out different locations by housekeeping Staffs.

All functional and operational activities of Housekeeping department are

performed by the Housekeeping control Desk.
• The main Functions of the control desk is ensuring Coordination between
Housekeeping and Other departments such as Front office, maintenance, food
and beverages, Security, sales and marketing and so on.
• It is generally located nearby to the office of Executive Housekeeper.

• In most of the hotels briefing of employees done at Control desk where they
assigned different task and receives prime information’s like VIP in house,
Expected Arrivals, DND Rooms , duty rosters and Cleaning schedules and so
on.
• A key rack is placed on the wall often used to store Master Key, Floor Master
Keys and Housekeeping store Keys. There are various important records,
registers, forms and formats maintained by the Desk Supervisor.
• This desk is manned 24- hours otherwise the lifeline of housekeeping
communication would stop.
 Roles of control desk
Recording hotel room numbers especially of the groups

Recording room numbers of crews staying in the hotel

Maintaining night cleaning schedule

Keeping records of VIPs staying in the hotel

Making weekly cleaning schedule and follow that

Preparing daily roster of general housekeeping staffs and supervisors

Any relevant information's about in house hotel guest that may be necessary.
Functions of control desk:
• Housekeeping Control Desk is responsible for ensuring the smooth functioning
or coordination between the housekeeping department and other departments of
the hotel.
• Housekeeping Control desk updates the cleaning status on the computer
received from floor supervisors.
• Housekeeping Control desk handles the or attends all the telephone calls
received from the front office or other departments
• Collecting all requests made by the guests.
• Brief the staff about the routine or special event preparation before the staff turns
up for their duties.
• Housekeeping control desk assigns the duties and responsibilities to the
housekeeping staff (Room Attendants & Supervisors) before they move to the
floors.
• Collecting the daily task or work reports from staff after their shifts are over.
• Update the Floor Supervisors about the Check out room Status.
• Looking after all the keys of all the floors and also the housekeeping store keys
• Maintenance of records, forms & various registers.
Registers and files maintained in control desk

 Log book
 Key control register
 Memo book
 Departure register
 Guest messages register
 Carpet shampoo register
 Babysitting register
 Register for missing guest items
 Store indent form
 Accident book
 Lost and found slip
 Maintenance work order form
 Room checklist file
• Log book
The log book is used to record all messages that staff from an earlier shift want to
convey to the employees on the next shift.
All supervisors reporting for work should peruse (inspect) the logbook for any
important message left for them by the staff of the previous shift.
Format
Housekeeping log book

Shift…….. Time…….. date………..

Log entries
_
_
_ name and signature of the desk attendant
……………………………………………………….
 • Key control register
This is one of the important registers maintained at the control desk of
housekeeping, it is a part of the key security system to be followed by the
housekeeping dept. each employee who is handed over a key, any key from the key
cabinet is supposed to sign for it in a key control sheet in register .

Key control sheet

Date………………………
Key code name signature Time out Issued by Time in Signature received
 Memo book-
A memo (or memorandum, meaning “reminder”) is normally used
for communicating policies, procedures, or related official business
within an organization
This contains the records of all the pending maintenance work ,
which the housekeeping department initiated work order.
Departure register:
• To keep track of change of status of guest rooms from Dirty to Clean
for re-selling. It also acts as a control book for Mini bar consumption
checking in check out rooms. This register is maintained at the control
desk to record departures from guest.

Departure register

Date………………………………

Room Name of departing Time of Given by Cleared by time Signature of the desk
no guset departure attendant
 • Guest message register
The HK control desk also acts as a point of contact for in house guest who require
any housekeeping related service.
The HK control desk is responsible for taking these guest messages and passing
them on to the concerned staff. It can be shown in the following format
Guest message register
Date……………………. shift…………
S. no. location/ message Given by Given to time action Signature
room no. taken
 • Carpet shampoo register
This records the carpet cleaning schedule that has been followed , recording each
such project as it is completed. The format is given below.

Carpet shampoo register

Date and time Location or Name of Date of last Type of carpet Signature of Signature of
room no. attendant cleaning and remarks attendant supervisor
 • Babysitting register
Baby sitting register is provided by as a service by most hotels housekeeping
departments for guest who have small children.
The guest requiring the service contact the housekeeping control desk attendant
enters the request in the baby sitting register.
 • Register for missing guest items
This register is of great importance as the missing items may be found later and
there should be a record giving the details of the items. Also, sometimes there may
be pattern in the articles missing from guestrooms.

Missing property

S. no. date Description of the missing item Name of the Room no. Reported by Names of the GRA and
guest /location supervisor who serviced
the room
 • Store indent book
It is kept at the control desk so that the supervisors may indent (requisition) for
housekeeping supplies that are required by the GRAs.
The supervisor fills up the indent sheet in the book and the desk supervisor
forwards it to stores after approval for the issue of supplies.
Format
store indent sheet
Date…………..
S.no Indented items Quality indented Quality issued with remarks

Made by………………………
Approved by……………….. Storekeeper………………………..
 • Accident book
This records all the accidents of any sort that employees or guest have met with at
the hotel. The format can be shown in following sheet.

S.no. Date of Name of the Nature of Action taken Supervisor in

accident guest/ staff accident charge
 Lost and found slip
Lost and found slip is a control form or format mostly used in HK control desk of
housekeeping department. Articles left behind by guest either in the room or in
public area identified by any staff and brought under the notice of housekeeping
termed as lost and found item.
it is used to record of any articles left of lost by the guest or hotel personnel within
hotel premises.
If the guest belongings items are left in the hotel premises the appropriate details
should be entered into a slip, which is put along with the articles in a transparent
bag.
The slip include finder’s name, date and description of articles, guest name, room
no. and contact address, depositor’s name and signature.
 Hotel yak and yeti
No. Lost and found
Valuable/not valuable

Finder’s name……………………… date………

Location /or room no…………….. time…..
Description of article……………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
Name of the guest………………………………………………………………………………………………………………………...
Address………………………………………………………………………………………………………………………………………….
_________sign of depositor ____________sign of receiver

A. Received by owner
Name………….. telephone no……
Address……. signature……..

B. Dispatched by post, postal receipt no.

Sign of dispatcher…………………………………
Date………

C. Received by finder
Name……….. signature……
Cloak no……… gate pass no…….

Property handed over by

Name………… designation…..
Signature……… date…..
 Maintenance work order form
It is an order form used to schedule routine repairs or problems that may arise out
of a complaint from a guest staying at a hotel.
Housekeeping department reports problems to the engineering dept. for
immediate repairing or maintain any damage or fault of physical structures of
guest room and other public areas of hotel.
The maintenance order slip contains the locations/ room no. electrical and
plumbing, carpentry, and other requirements.
Usually, Housekeeping department reports problems to engineering which was
reported by guests, staffs such as HVAC ( Heating ventilation and air-conditioning)
problems, faulty equipment, electrical issues, broken furniture, TV not working
etc.
 Hotel Barahi pokhara
Maintenance slip
Date……… time………
From H.K. department to engineering/maintenance department.
…………section
Please do the following
Location/room no.
Types of maintenance
1. Electric
lamp socket lights
2. Plumbing
Shower commode bath tub tap
Drainage cistern urinals other
3. carpentry.
Main door wardrobe bathroom sofa
Parquet cupboards dressing table others
4. Others
Date of the repair (if any)………………………..
Job completed by……………………….
Date………….. time…………
 Room checklist file
Room checklist is one of the inspections formats or tools of guest room, floor or
other public areas.
It ensures that the desired results of cleaning system are consistently achieved by
the housekeeping department.
The main purpose of a room inspection is to catch any problems that may have
been overlooked during the cleaning before It is found by the guest and becomes a
dissatisfaction and complaints.
The checklist assesses different aspects of a guest bedroom and bathroom contents
such as entrance doors, lighting, bathrooms, and heating and air conditions units,
beddings, telephone connections, water supplies, flush, drain, bath tub, shower
and supplies etc.
 Hotel de l’Annapurna
Room check list
Supervisor. date.
Room attendant.
ok need to repair

s. no Particular-check housekeeping maintenance remarks

1 Main door
2 Door frame (cleaned , polished, painted)
3 Fire exit plane
4 peephole
5 Light, heat and cooler
6 Wardrobe, side table, and writing table
7 Dressing table, mirror, TV channels
8 Electronic safe and electric hazards
9 Telephone and internet access
10 Mini bar
11 Bath tub, shower, hand sink and flush