CHAPTER :01

INTRODUCTION

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 INTRODUCTION OF HOTEL
Accor is the story of two friends, Paul Dubrule and Gérard Pélisson, who opened their first
Novotel in 1967 at a time when no one in France yet believed in this new hotel business model.
Through their creativity and boldness, they pushed the boundaries of what is possible ever
further. Today their dream of hospitality has become Accor. A wind of conquest still blows over
our Group which brings together over 5,100 addresses in 110 countries. Proud heirs of the co-
founders' vision, everyday our more than 260,000 talented people continue to invent the
hospitality of tomorrow and bring to life their passion for the guest.

Figure 1.1Paul Dubrule And Gérard Pélisson

Accor S.A. is a French multinational hospitality company that owns, manages and franchises
hotels, resorts and vacation properties.[3] It is the largest hospitality company in Europe, and
the sixth largest worldwide.[4]

1983: Birth of Accor

In 1983, Novotel-SIEH acquired and merged with the group Jacques Borel International to
create the Accor group, which was introduced to the Paris stock exchange the same year.[5]
"Accord" means "agreement" in French.[10]

In 1984, Accor bought the Quiberon thalassotherapy center, which became the first of the
Thalasso Sea & Spa brand,[11] and acquired the fine catering company Lenôtre the following
year.[12] In 1985, the firm launched Formule 1, a brand of super-economy hotels conceived to
fit between the uncomfortable no-star hotels and the reasonable standing of 2-star hotels. To
achieve this, automated tellers were set up, rooms were shrunken, and only the bare minimum
was included in terms of accessories. The hotels themselves were modular blocks manufactured
in factories and assembled onsite to optimize costs.[13]

In 1990, thefirm acquired the economy lodging company Motel 6 (536 motels in the United
States).[10] In 1991, it acquired the Compagnie Internationale des Wagons-Lits, which owned
Pullman Hotels and Resorts, Altea, and Europcar.[14] Accor also launched its new economy

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brand Etap hotel.[15] In 1994, it merged the Compagnie Internationale des Wagons-Lits with
Carlson Travel Network to create Carlson Wagonlit Travel (now CWT).

COMPANY HISTORY

 2021

Accor and Expedia Group join forces to expand UNESCO sustainability pledge into 96
countries.

Accor launches All Connect, new hybrid meeting concept powered by Microsoft Teams.

Accor announces the global launch of “Accor Key”, a digital key solution.

Faena group and Accor embark on global venture to expand the Faena brand worldwide.

 2020

Accor doubles down on lifestyle and enters into exclusive negotiations with Ennismore, to form
the world’s leading lifestyle operator in the hospitality sector.

Accor takes full ownership of sbe hotel brands.

Accor and BNP Paribas become strategic partners to launch a co-branded payment card in
Europe.

Accor successfully implements ALLSAFE throughout its hotels and resorts worldwide.

The first Tribe hotel opens in Paris Batignolles.

Accor and AXA launch a strategic partnership to offer unique medical assistance in hotels
worldwide.

Accor announced its decision to allocate 25% of its €280m planned dividend to the creation of
the ALL Heartist Fund, a €70m-fund devoted to help Group employees and individual partners
affected by the Covid-19 crisis.

Accor and Visa form global partnership.

Accor commits to global elimination of single-use plastics in guest experience by 2022 and
joins the Global Tourism Plastics Initiative led by the United Nations Environment Programme
(UNEP) and the World Tourism Organization, in collaboration with the Ellen MacArthur
Foundation.

 2019

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ALL - Accor Live Limitless becomes Principal Partner and jersey sponsor of Paris Saint-
Germain Football Club. The lifestyle loyalty programme also extends its partnership with the
world’s leading sports and live entertainment company AEG, and signs a new partnership with
IMG, global actor operating in more than 30 countries in sports, events, media, fashion, and
especially culinary with immersive food experience.

Accor announces the launch of a new lifestyle loyalty program: a fully integrated global
platform bringing together digital, loyalty, brands and partnership: ALL, Accor Live Limitless.

The Group unveils its new identity, Accor: a proud statement for innovation & heritage which
convey our ambition to “go beyond hotels”.

 2018

AccorHotels completes the acquisition of its Paris head office building.

AccorHotels completes its acquisition of a 50% stake in sbe Entertainment Group.

AccorHotels signs agreement to acquire 21c Museum Hotels.

Katara Hospitality and AccorHotels to set up an investment fund dedicated to hospitality in

Sub-Saharan African countries.

AccorHotels acquires Adoria, the European leader in management solutions for corporate and
contract catering.

AccorHotels completes the acquisition of Mantra Group.

AccorHotels and Algeciras agree to buy Chilean group Atton Hotels.

AccorHotels acquires Mövenpick Hotels & Resorts.

Ctrip signs MOU with AccorHotels to enhance Chinese travelers’ experience.

AccorHotels acquires ResDiary, a leading platform for restaurant reservation & table
management.

AccorHotels Signs Strategic Agreement with Mantis Group.

 2017

AccorHotels and Qatar Airways announce their partnership to enhance the benefits offered by
their loyalty programs.

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AccorHotels strengthens its position as leader in Brazil with the integration of 26 hotels from
the BHG Group.

AccorHotels joins forces with Rixos Hotels & Resorts, thus becoming one of the main resort
operators in a rapidly expanding market.

AccorHotels becomes a partner of the camp, a unique campus dedicated to inspiration, training,
innovation and experimentation.

AccorHotels acquires Very Chic, one of Europe's leaders in private sales of upscale and luxury
hotel stays and breaks.

AccorHotels acquires Availpro and creates the European leader in digital services for the
independent hotel industry.

AccorHotels.com launches its new Flight + Hotel reservation offer.

AccorHotels.com lauches MoodMatch, a search engine for travel experiences.

AccorHotels and Bouygues Immobilier create Nextdoor, new collaborative workspaces.

JO&JOE opens its first Open House in Hossegor in partnership with Quiksilver and Roxy.

At the Extraordinary General Meeting, shareholders officially approved the resolution to turn
AccorInvest into a subsidiary.

AccorHotels signs an agreement to acquire Gekko, the specialist in hotel distribution solutions
for business travelers.

AccorHotels and SNCF Group sign a strategic partnership for the development of the Orient
Express brand.

 2016

Pullman unveils its 100th property in India!

MGallery becomes MGallery by Sofitel and opens its first hotels in Israel and Brazil.

AccorHotels acquires a 49% stake in Squarebreak, an innovative digital platform for upscale
villas in France.

AccorHotels acquires a 30% stake in Oasis Collections, a digital platform offering a selection of
apartments and services.

AccorHotels acquires onefinestay and becomes world leader in the rental of luxury serviced
homes.

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AccorHotels is an Official Paris 2024 Partner.

AccorHotels partners Viva Technology Start Up Connect Paris 2016.

AccorHotels finalizes acquisition of the three luxury brands, Fairmont, Raffles and Swissôtel,
establishing itself as one of the global leaders in the luxury hotel market.

Acquisition of John Paul, world leader in concierge services.

AccorHotels acquires a 30% stake in 25hours Hotels, taking a further step towards becoming
leader of the lifestyle hotel segment.

AccorHotels revolutionizes hospitality with its new JO&JOE brand, designed specifically for
Millennials.

AccorHotels enters into partnership with Banyan Tree, cementing its leadership in the luxury
hotel segment.

AccorHotels begins a project to create a dedicated subsidiary for Hotel Invest to speed up its
transformation and growth.

 2015

Accor becomes AccorHotels and asserts its unifying spirit.

AccorHotels signs the United Nations' “Women’s Empowerment Principles” (WEPs).

Accor becomes an official Roland-Garros supplier.

AccorHotels is an official COP21 partner.

AccorHotels is a partner in the HeForShe movement to promote gender equality.

Formal signing of a 10-year naming rights agreement with Bercy in Paris.

AccorHotels celebrates its 500,000th room with the recent opening of Pullman Paris Roissy
Charles de Gaulle Airport and ibis Styles Roissy CDG Airport.

Takeover of FASTBOOKING, a digital services specialist for the hospitality industry.

 2014

The strategic alliance between Accor and Huazhu (China Lodging) gives rise to a giant of the
Chinese hospitality industry.

Accor acquires a stake in Mama Shelter.

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The Group sets up its Web 2.0 internal communication platform to speed up its “Leading
Digital Hospitality” digital transformation.

Accor reaches the 200 hotels milestone in Brazil.

Sofitel Strasbourg Grande Île: the first Sofitel celebrates its 50th anniversary.

The ibis family reaches a total of over 1,700 hotels and continues its pioneering revolution.

 2013

Accor wins award for its commitment to sustainable development.

Sébastien Bazin appointed as Chairman and CEO.

Opening of the 100th Novotel property, in Phuket, Thailand.

 2012

Accor launches its international women's network: Women at Accor Generation.

150th Brazilian property for Accor.

Accor: already 500 hotels in the Asia Pacific region!

 2011

MGallery opens its first London hotel.

Signing of the contract for the sale of the Lenôtre Group.

Accor reveals its new strategy and launches its ibis megabrand with 3 economy brands: ibis, ibis
Styles and ibis budget.

Opening of the world's first ibis budget: Accor opens the first ibis budget in Tangier,

Morocco.

A world first in the hospitality industry: Accor shares its environmental impact results.

 2010

Accor opens its 400th hotel in the Asia Pacific region, the Mercure Beijing Downtown.

Suite Novotel is the new generation Suitehotel: the Suitehotel brand that was created in 1998
now joins the Novotel family and becomes Suite Novotel.

Accor sells Compagnie des Wagons-Lits, its on-train catering business, to Newrest.

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Accor confirms its intention to sell its stake in Groupe Lucien Barrière.

Accor reaches a milestone in China: the Group's 100th hotel after operating in China for 25
years.

accorhotels.com: a commitment to transparency - In partnership with TripAdvisor, customer

reviews can now be seen on the accorhotels.com portal.

Opening of the first Sofitel in Saudi Arabia: the Sofitel Al Khobar The Corniche.

 2009

Etap Hotel, the leader of the budget hotel segment, opens its 400th hotel in Europe.

accorhotels.com launches its free iPhone app.

Sofitel launches its new “So SPA by Sofitel” concept.

The 100,000th ibis room goes into service with the opening of ibis City West in Munich.

Accor sells its stake in Club Méditerranée.

 2008

Founding of MGallery: a new collection of characterful upscale hotels.

Launch of A Club, the worldwide loyalty program for Accor hotels.

Creation of Solidarity Accor.

ibis opens its 800th hotel, in Shanghai, China.

 2007

Accor creates All Seasons, a new non-standardized economy brand.

Accor launches Pullman, the new upscale brand for business travelers.

 2006

Accor Services launches the staff benefits voucher system, Ticket CESU® in France and Ticket
Service® in Turkey.

 2004

Founding of Groupe Lucien Barrière SAS in which Accor has a 34% stake.

 2003

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Opening of the first ibis in Tianjin, China.

Accor Services establishes itself in Panama and Peru.

 2002

Accor Services acquires Davidson Trahaire, Australia's leading human resources consultancy.

 2001

Continued development of the services business in the fast-growing market for employee
assistance programs with the acquisition of Employee Advisory Resource Ltd in the UK.

First ibis property in China.

 2000

The Group's real-time hotel reservations site goes online: accorhotels.com.

 1999

Accor creates the Suitehotel concept, offering 30m² suites.

 1991

Compagnie Internationale des Wagons-Lits et du Tourisme (CWL) joins the Group.

The Etap Hotel chain extends the "budget" sector.

 1990

Acquisition of the Motel 6 chain in the USA.

Lenôtre joins the Accor portfolio.

 1985

Launch of the Formule 1 budget hotel chain.

Creation of Académie Accor, the first corporate university in the services sector in France.

 1984

Accor buys the Quiberon thalassotherapy center and thus launches the Accor Thalassa brand.

The first Novotel stone is laid in Beijing, China.

 1983

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Acquisition of the tour operator, Africatours: looking towards the leisure tourism business.

Creation of Accor, the new entity with a total of 440 hotels.

1,500 public or institutional restaurants and 35,000 employees in 45 countries.

 1982

Acquisition of Jacques Borel International, adding a new business activity.

with Ticket Restaurant® (an employee meal voucher scheme).

 1980

Takeover of the Sofitel brand, the 4-star jewel of the French hotel industry.

 1975

Acquisition of the 3-star chain, Mercure.

Opening of the first Novotel in Africa, in Cameroon.

 1974

Opening of an ibis property in Bordeaux, the 1st economy hotel.

 1973

Acquisition of the Courtepaille restaurant chain.

 1972

Opening of first Novotel abroad, at Neuchâtel in Switzerland.

 1967

First Novotel hotel in Lille Lesquin.

Founding of Novotel - SIEH hotel group.

 1963

Meeting between Paul Dubrule and Gérard Pélisson.

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BRANDS OF COMPANY

Figure 2 Brands of Accor

LIST OF PROPERTIES OF ACCOR GROUP WORLDWIDE

 North America : 120 Hotels

 Latin America And Caribbean : 400 Hotels

 France :1655 Hotels

 Europe : 1375 Hotels

 Asia-Pacific :1200 Hotels

 Africa, Middle East :290 Hotels

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Novotel New Delhi Aerocity

Figure 3 Hotel Building

Novotel New Delhi Aerocity is an excellent choice for travellers visiting New Delhi, offering a
family-friendly environment alongside many helpful amenities designed to enhance your stay.

The Property Novotel New Delhi Aerocity Established With 6 Floors

 400 Total Rooms

 340 Non-Smoking Rooms
 Family room

Service provided :

 Online check-in/check-out

 Free Wi-Fi available in all area

 Parking

 24 hours front desk

 Air condition

 Tea /coffee maker

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  Currency exchange

 Early check-in/late check-out

 Outdoor pool

 Accessible

 Lift facilities

 Laundry and dry-cleaning facilities

Room types of Novotel New Delhi Aerocity :

 STANDARD KING ROOM
 STANDARD TWIN ROOM
 SUPERIOR KING ROOM
 SUPERIOR TWIN ROOM
 JUNIOR SUITE
 SUPERIOR SUITE
 EXPERIENTIAL STAYS

Check-in and check-out

 Check-in 14:00hrs
 Check-out 12:00hrs
 Express check-in and check-out

Recreational facilities
 Swimming pool
 Spa and wellness center
 Fitness center
Restaurant and Bar
 Food exchange
 Quoin

Banquet hall

 Novotel ballroom
 Novotel poolside

Location of Hotel

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Asset no 2 Aerocity GMR hospitality district , IGI airport New Delhi , 110037

Organizational chart of Novotel

Figure 4 Organisation Chart of hotel

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 CHAPTER :02
PROFILE OF THE DEPARTMENT

Department in the hotel

 Housekeeping department

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  Front office department

 Food & beverage department

 Food production department

Housekeeping department
Introduction
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically
appealing environment’. By another definition, ‘housekeeping is an operational department in a
hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public
areas, back areas and the surroundings. , a hotel gets largest margin of profit from room sales
because rooms once made can be sold over and over again if the Housekeeping department is
efficient enough in the maintenance of the room in a saleable condition. The effort that the
housekeeping makes in giving a guest a desirable room has a direct bearing on the guest’s
experience in a hotel. There are more employees working in the housekeeping department when
compared to any other hotel departments. The primary function of Housekeeping department is
the cleaning and daily maintenance of the areas under its supervision routines. Any
establishment has to present an inviting, clean and well cared for appearance at all times, and
the cleaning should be arrived out at a time when it will cause as little inconvenience as
possible.

Interdepartmental coordination

No individual department in any hotel can work in isolation. The housekeeping department is
just one of the departments in a hotel working towards the satisfaction of the guests, and each
department is dependent on others for information and services if its work is to be accomplished
effectively.

Within the rooms division, housekeeping primarily coordinates with the front-office and
maintenance.

Amongst all co-ordination relationships in hotels, the most important one is that between the
front-office, housekeeping and maintenance.

Housekeeping Department can coordinate with following departments:

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  Front-office department.
 Food & Beverage Department
 Purchase Department
 Sales and Marketing Department
 Maintenance Department
 Security Department

COORDINATION WITH FRONT OFFICE.

 To ensure efficient rooming of guests, both housekeeping and front office must inform
each other of changes in a room’s status. Knowing whether a room is occupied, vacant,
on change, out of order (OOO), under repair, or similar for proper room management.
 There should be coordination to clean front office public areas.
 There must be coordination between housekeeping and front office department to share
information on occupancy levels which helps to forecast occupancy for the year and
makes it easier to draw up a budget, establish par stock levels and estimate required
staff strength.
 There should be coordination know about the daily room report and housekeeping
discrepancy report.
 It also helps to gear renovations and spring cleaning to low occupancy periods there by
preventing loss of revenue.
 The housekeeping and front office department also coordinate with each other for other
important information which require special attention like
 VIPs in house: this information is essential so that the staff can take a little extra care
and keener precautions in cleaning and supervising VIP rooms.
 Groups in the house: the group rooming list must be provided before the group’s arrival
to the housekeeping as groups tends to move together in terms of arrival, departure,
sightseeing tours and meals. Their rooms need to be readied together in view of strict
time parameters. Group rooming lists enable the HK department to organize their work
and have the group’s room ready on time.
 Crews in the house: Sometimes the arrival of a crew and the departure of another crew
from the same airline may overlap. In such circumstances, it is important for the allotted
rooms to be cleaned within a short period of time. Thus, for this there should be an
effective coordination between front office and housekeeping.

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  Flowers: sometimes the management extends its compliments to a guest with a special
gesture of a flower arrangement in the room as recognition of the importance of a
person. This requirement of flower arrangements for certain guests is conveyed to
housekeeping by the front office on a daily basis.
 Apart from the above communications the front office needs to depend on housekeeping
for the provision of clean uniforms to its staff.

COORDINATION WITH FOOD AND BEVERAGE DEPARTMENT

 The coordination of housekeeping with the restaurants and banquet halls is mainly
concerned with the provision of linen and uniforms.
 On his/her part the restaurant manager should ensure that the time set for the exchange
of linen must be maintained and linen should not be lost or misused.
 There should be coordination to maintain minibar in guest rooms.
 The housekeeping should be well informed about the forthcoming banquet function in
advance so that housekeeping will arrange everything to organize that function.
 Housekeeping may also have to arrange for flower decorations for banquets.
 The coordination between the two departments becomes particularly necessary in
collection of trays from the guest corridors which are collected from the room,
placement of fruit basket in special rooms.
 In many hotels housekeeping also looks after pest control in restaurants, kitchens, and
stores attached to them. Special cleaning of these areas calls for coordination with the
housekeeping department.
 Both the restaurant and kitchen staff require clean uniforms on a daily basis, for which
too they need to coordinate with housekeeping.

COORDINATION WITH PURCHASE DEPARTMENT

 The purchase department procures out –of –stock items for housekeeping, such as guest
supplies and amenities, stationery, linen, cleaning materials and equipment etc.
 Housekeeping should convey their requirements to purchase by way of advance notice
in the form of a purchase requisition.

COORDINATIONWITH SALES AND MARKETING DEPARTMENT

 There should be effective coordination between sales and marketing department and
housekeeping to supply promotional items in guest rooms and other areas of hotel.
 The sales and marketing department informs housekeeping of the occupancy forecast
for the entire year, which is broken up month wise. This enables housekeeping to
budget for the necessary expenses.

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  An important contribution of the housekeeping staff to hotel sales is ensuring that repeat
business is obtained by providing the level of cleanliness and service that meets or
exceeds guest expectations.
 The sales and marketing team also have to depend on housekeeping for their uniforms.
 Two things are certain in the hotel business: no matter how many guests a salesperson
brings in the door, if housekeeping does not execute its function with excellence the
guests will not be coming back.
 Vice versa, no matter how well- kept the rooms, if the sales staff does not bring
potential guests to the hotel, occupancy falls.

COORDINATION WITH MAINTENANCE DEPARTMENT

 The housekeeping department depends on maintenance to keep things in order.

 While carrying out their scheduled work, housekeeping employees may find some
deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets,
leaking pipes or malfunctioning air-conditioning units etc.
 A need for urgent repairs is reported to maintenance over telephone and these requests
are usually taken into action immediately.
 There are various heads under which maintenance work is done they are:
 Electrical work: air conditioning and heating; fused bulbs , lights and lamps that are not
functioning ; defective plugs and plug points ; short circuits; and faulty geysers ,
refrigerators , and minibar fall under this category.
 Boiler work: this is necessary to maintain a supply of hot water to guestroom.
 Mechanical work: this entails repair or replacement of any faulty equipment, such as
vacuum cleaners, ice-cube machines, and so on.
 Plumbing work: this deals with faulty faucets (taps), showers, drainage systems, water
closets, and so on.
 Carpentry work: broken of shaky furniture; mirrors and cupboards in less than peak
condition, and fresh woodwork are all part of this.

COORDINATION WITH SECURITY DEPARTMENT

 The coordination here is mainly concerned with the prevention of fire and thefts and the
safekeeping of keys and lost property.
 Housekeeping personnel should also report anything of a suspicious nature or
movement in hotel immediately to the security staff.
 Housekeeping have to coordinate if they see any anti-social activities in the guest room
such as gambling, smuggling and so on.

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  The security department is responsible for conducting training sessions on handling
emergency situations for the staff. eg they conduct fire drill to train staff to gear up in a
fire emergency.

Control desk
Housekeeping Desk is an area or place from where all the activities related to rooms or
Housekeeping department are controlled or monitored. Housekeeping Control desk is also
known as Nerve Centre of housekeeping department. Importance of Housekeeping control desk
can be observed as a single point of contact for all the housekeeping staff. At the control desk,
the new information is fetched, and it is distributed among the relevant staff.

Function of HK 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.

Various register maintained in control desk.

 Register for guest massage- This register keeps all the special massages of the entire
guest. Massages could be request for 2nd service, laundry, guestroom cleaning etc.
 Babysitting register- The housekeeping normally provides baby sitter to the guest.
Request for this service is filled up in this and appropriate service is giving.
 Logbook – it has the instructions given to the staffs of the next shift are write.
 lost and found register- In housekeeping office records of all the lost and found are
registered in register where the article name , description where found name are written
in details.

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  Key control register- This is one of the most important at housekeeping control desk. It
is the part of key security system to be followed by the housekeeping department. Each
employee who has taken the key have to sign this before taking the key and also sign
the register after the handover of keys.
 Memo book- This contains the records of all the pending maintenance work , which the
housekeeping department-initiated work order.
 Maintenance registers- is used for recording all the maintenance work required in a
room and public area. According to that control desk sends the slips to the maintenance
department.

Various types of file maintained in control desk

 Room checklist file- All room checklist are deposited in the control desk and fill for the
month. All these checklists are filled up in a file known as room checklist file.
 Room occupancy report file- All room occupancy report is filled. The room occupancy
report is important to the executive housekeeper, to determine the level of workload
anticipated so as to provide, the necessary staff to meet the requirement each and every
day.
 Duty roaster file- The duty roaster file is filled for information if required by anyone in
the department.

Types of room
 Standard king room

Figure 5

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This room includes WIFI access, a spacious workstation, minibar, electronic safe, and
responsive climate control.
 Standard twin room

Figure 6

This room includes WIFI access, a spacious workstation, minibar, electronic safe, and
responsive climate control.

 Superior king room

Figure 7

Includes 2 drinks and snacks from Quoin, 2 pieces of laundry per day, and a 15% discount on
Food & Beverages.
 Superior twin room

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Figure 8

Includes 2 drinks and snacks from Quoin, 2 pieces of laundry per day, and a 15% discount on
Food & Beverages.

26 m²Garden view Pool view City view Inner courtyard view Air conditioning En-suite
bathroom Flat-screen TV Soundproofing Coffee machine Minibar Free Wi-Fi

 Junior suite room

Figure 9

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Junior Suite Room with King Bed and attached living room offers breakfast, free airport
transfers, 2 pieces of laundry per day, 15% discount on Food & Beverages, and 2 drinks and
snacks at the Quoin.
 Superior suite room

Figure 10

King Bed and attached living room offers breakfast, free airport transfers, 2 pieces of laundry
per day, 15% discount on Food & Beverages, and 2 drinks and snacks at the Quoin.

52 m²Garden view Pool view City view Inner courtyard view Air conditioning En-suite
bathroom Flat-screen TV Soundproofing Coffee machine Minibar Free Wi-Fi
 Experiential stay

Figure 11

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Bathroom amenities

Figure 12 bathroom

Amenities are provided in the room by HK department.

Eg: soap , bodywash , hair drier , dental kit , shaving kit , iron etc.

Organizational chart of Housekeeping

Figure 13 Job description

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Executive housekeeper
 Responsible for cleanliness, orderliness and appearance of the entire Hotel.
 Ensure that rooms are made as per company standard.
 Prepare Annual Housekeeping Budget.
 Maintain par stock of guest supplies, cleaning supplies, linen and uniform.
 Organize inventories with Accounts and General Store for linen, uniform and fixed
assets.
 Pay particular attention while organizing pest eradication activities.
 Develop and implement Housekeeping systems and procedures.
 Prepare reports for management information.
 Assist Purchase department in selecting suppliers for items related to Housekeeping.
 Attending and resolving guest complaints.
 Verification of supplies consignments.
 Organize on-the job training and evaluate its effectiveness.
 Approval of the Functional Manual of the department.
 Recommend recruitment of new personnel.

Assistant Housekeeper
 Should have an eye for detail and the ability to effectively deal with guests, other
departments and housekeeping staff.
 Obtains list of vacant rooms to be cleaned immediately & list of prospective checkouts
or discharges in order to prepare work assignments.
 Experience with turn down service, special needs of VIP Guests, foreign dignitaries,
etc. is helpful.
 Assigns team members their duties and inspects work for conformance to prescribed
standards of cleanliness.
 Prepares and distributes the Room assignment sheet and floor keys to room boys.
 Maintain clear and efficient communication and coordination with the Front Office and
other departments of the hotel.
 Schedules the cleaning of the room carpets, upholstery, and draperies as needed, along
with deep cleaning projects and window cleaning as necessary.
 Schedules cleaning for lobby area, public restrooms, telephone areas, hallways,
entrances, elevators.
 Schedules periodic major cleaning projects including carpet shampooing, cleaning of
walls and baseboards, cleaning of windows, elevator doors and tracks.

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  Schedules cleaning of all meeting rooms after a completed function.
 Schedules deep cleaning of all meeting rooms on periodic basis including carpet
shampooing, cleaning of walls and baseboards, cleaning of windows, etc.
 Inventories cleaning supplies & linen stock to ensure adequate supplies.
 Investigates concerns regarding housekeeping service and equipment and takes
corrective action.
 Provides support to the Executive Housekeeper in all areas of Housekeeping operation,
such as staff training, coaching, counselling and also enforces to the hotels standard
operating procedures.
 Ensure all meeting room functions are properly set up according to the requests
indicated on the meeting room/event function sheets.
 Ensures guest rooms are properly secured and that proper key control procedures are
utilized by the housekeeping staff.
 Advises manager, desk clerk, & admitting personnel of rooms ready for occupancy.
 Print all housekeeping related reports and traces from PMS.
 Assists in controlling expenses by the housekeeping department.
 Confirm all housekeeping staff members have arrived or find substitutes for absent
employees.
 Maintain high quality of housekeeping standards in: 1) the guest rooms 2) linens and
uniforms 3) lost and found procedures 4) laundry and 5) public area.
 Review outside laundry facility servicing to ensure quality, undamaged linens and
consistent delivery, keeping in mind the budgetary guidelines.
 Attend to any guest complaints and take service recovery measures if required.
 Review the housekeeping points on the guest feedback forms, take actions on guest
complaints and also share guest compliments with staff members.
 Prepare annual housekeeping budget.
 Submit requests for repair and periodic maintenance of cleaning equipment.
 Orient and familiarise new personnel with hotel facilities and operating hours.
 Control all expenditures relating to Housekeeping, including labour, guest room
supplies, and all cleaning supplies and equipment.

Floor supervisor housekeeper

 Responsible for smooth operation of the floor assigned.

 Responsible for the performance of floor staff.
 Supervise Room Attendants

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  Organises and facilitates the room making process.
 Daily allocation of rooms and deep cleaning tasks to team members.
 Responsible for the cleanliness of guest rooms, corridors and heart of the house area of
the floor.
 Checks the occupied and departure rooms, giving special attention to guest needs.
 Ensures that the entire operation is performed as per the laid down standards.
 To organise immediately the guest needs under intimation to EHK/Executive.
 Manage guest requests, including VIP amenities and communicating them to the
relevant team members.
 Routine inspection of guest bedrooms to ensure they meet standards.

Room attendant

 Stock and sort supplies

 Vacuum, clean, dust and polish guest rooms
 Make beds, change sheets, remove and replace used towels and toiletries.
 Deliver and retrieve items on loan to guests e.g. iron and ironing boards.
 Ensure security of guest rooms and privacy of guests.
 Perform rotation cleaning duties (e.g. steam clean carpets) as required
 Clean guest bedroom & replenish the supplies as per the room checklist.

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