WEE

K4
SS HE
G111:
House
keepin
g1

68
 Ave Maria College
SENIOR HIGH SCHOOL DEPARTMENT
School ID No. 402686 Gov’t Permit No. 0059 s. 2015
SS HE Housekeeping 1

To my students in Housekeeping:

Congratulations for completing the Lesson and Tasks of Week 3.

You are now on the 4th week of this course.Before you start working on the lessons for this week
make sure that you have already performed the requirements of Week 3.

For this week you will learn lesson 3.Read and watch the learning materials below then answer the Weekly
Exam 4questions and do Performance Task No.4.

LESSON 3
III: CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS

Learning Outcome 1: Set up Equipment and Trolley

1. Types and Uses of Different Cleaning Tools, Materials and Equipment for Room Servicing
Various pieces of equipment are needed to service a guest room. These are usually stored on a
housekeeping store room on each floor – or in some central location.
Below are tools, equipment and materials used in cleaning a guest room.

Cleaning Tools

 Dusters
 Dust pans
 Mops
 Brooms
 Brushes
 Buckets or pails
 Garbage bins
 Caddy basket
 Squeegee

Cleaning Equipment for Room Servicing

 Room boy’s Cart/Trolley or Maid’s Trolley
 Wet and Dry Vacuum Cleaner
 Scrubber and polisher

Cleaning Materials and Chemical Agents

 Polishes

69
  Detergents
 Glass cleaner
 Multi-purpose cleaners
 Leather cleaners
 Toilet and urinal cleaners
 Dishwashing detergent
 Sanitisers
 Disinfectants
 Deodorisers and air sprays
 Pest control sprays and similar

Bedding
Clean linen including a range of pillowcases and various sized sheets will be needed to service
the sizes of beds that have been allocated.

 Pillows
 Pillow protectors
 Blankets
 Doonas, duvets or bedspreads
 Mattress protectors

Toiletries
Towels to replenish items in the bathroom may include supplies of:
 hand towels
 face towels
 bath towels
 floor mats

Toiletry giveaways – a wide variety of items are available. Most trolleys will be loaded with one
packet of each however there is nearly always a set number of these items that should be placed
into each room. Most house policies, however, allow housekeeping staff to freely provide extras
of these items on request by guests. Items include soaps, shampoos, conditioners, talcum
powder, gels, toothpaste, toothbrushes, mouthwash, facial lotions, perfume, aftershave, razors,
sewing kits, shoe shine kits.
Stationery
Stationery needs for the in-room compendium or for placement elsewhere in the room such as
bedside table or near the telephone. These can include pen, paper, envelopes, forms, notebooks
or fax sheets.
Housekeeping trolley
A housekeeping trolley is sometimes called a ‘Maids’ trolley’/Room boy’s Cart. Check to see it
is clean, presentable, and safe. There should be no jagged bits, nothing should protrude to present
a potential hazard, and the wheels should move easily and smoothly. Trolley is very important in
housekeeping. It is like a giant tool box where all the supplies needed are placed during room
service. It should have enough space to carry all the supplies needed by a Room attendant in a
specific shift.

70
 There are three deep shelves in maid’s trolley/room boy’s cart. Top shelf is intended for
amenities. Second shelf is for stocking linens and third shelf is designed for chemicals and
cleaning tools. The cart contains two bag canvass: one for collecting soiled linen and one for
collecting garbage.

2. Stocking and Cleaning the Room boy’s Trolley

1. Clean and dust shelves and containers before placing the guestroom supplies inside the trolley.
2. Check all wheels for threads that might have sticked on them. Otherwise, it will be hard to pull
the cart and there is a danger of getting injured.
3. Check the rubber bumper if they are worn out.
4. Check the screw or sharp edge that could catch your clothing and could cause cuts.
5. Request for guestroom supplies like linen amenities, cleaning chemicals and cleansing tools
from your Supervisor.
6. Stock the trolley with the request supplies according to allocated par stock or according to the
number of guests.
7. Label all the chemicals sprayers to avoid mixing with other chemicals.
8. Stock the cart by putting all the guestroom amenities on top shelves.
9. Folded bed sheets and towels should be placed on the second shelf of the cart.
10. Put all the chemicals at the lower level of the shelves including the tools like scouring pad,
rags, spatula, etc.
11. Vacuum cleaner, dust pan and soft broom are to be placed on one side of the room boy’s cart
(under the trash bags)
12. Clean the soiled linen canvass and put plants under linen on the trash canvass.

Position of trolleys on guest floors

The location of where to place the housekeeping trolley is also vital. Security and safety or both
customers and room attendants must be considered. Always position the trolley near the wall, out
of the guest’s way and in front of the guestroom door. Don’t leave them in the middle of the
corridor as:
 It makes it harder for movement of people in the corridor
 It makes it more appealing for theft
 It helps avoid injuries by people bumping into them. This is especially true for children
who often run in corridors and at times may not be concentrating on where they are going
in the event of an emergency including fire where smoke reduces visibility, it is important
that corridors remain clear.
So where do you place the trolley?
 The trolley will normally be parked across the guest’s door to prevent any unauthorised
person accessing the room. This procedure will depend on house policies and
procedures.
 and; easy to access linens and other amenities

KEEP IN MIND:

71
  A housekeeping trolley is sometimes called a ‘Maids’ trolley’/Room boy’s Cart. It is like a
giant tool box where all the supplies needed are placed during room service.
 The trolley will normally be parked across the guest’s door to prevent any unauthorised
person accessing the room. This procedure will depend on house policies and procedures.

COMPREHENSION CHECK 16

1. Where to place the housekeeping trolley?

2. What are the things will be placed on each shelves of a roomboy’s cart/housekeeping trolley?

Submit your Comprehension Check 16 answer to your course facilitator through any of the
following: email (honkrisglenn88@gmail.com) or print copies which you can place it on envelope and
drop in the box provided at the designated place of the school.

3. Occupational Health and Safety (OHS) in Hotel Housekeeping

Housekeeping is a physical demanding job. It is called such because it is classified as

“moderately heavy” to “heavy” work. Most of the time, a housekeeper carries out varied tasks
like sweeping, scrubbing, vacuuming, mopping dusting, cleaning and lifting. In addition to these,
they are also responsible for delivering beds to guest’s rooms and replenishing toiletry supplies.
There is risk associated with this kind of work. The health of the worker might be at stake,
and there is a possibility of injury or worst, death. The most common injury that might happen
because of the nature of the job is called repetitive motion injuries (RMIs). Heavy physical
workload and excessive bodily motions can cause back injury while forceful upper limb motion
in awkward positions can cause neck or shoulder and arm injuries.

Tips on How Reduce Physical Stress

 Use lighter equipment as much as possible. Those heavy ones must have wheels.
 Use motorized operated equipment to lighten the workload. This includes the use of
vacuum cleaners and portable bathroom scrubbers.
 Use long handle mops and brooms to reduce stooping, crouching and kneeling.
 Use modern cleaning agents like all-purpose cleaner, disinfectant and liquid detergents.
Modern cleaning agents are effective in removing dirt and stains.
 Follow job rotation to reduce permanent injuries to the body, allowing the body to rest for
a while.
 Proper lifting techniques should be employed (ex. Keep objects as close to the body as
possible and lift with legs, not the back of the body). Know your limits, and ask a co-
worker to help lift objects that are too heavy or awkward for one person. Do not be afraid
to ask for help.

Safety Practices in Workplace

 Always wear personal protective equipment (PPE).
 Make sure all spills are immediately cleaned up to avoid slipping.
 Replace worn, ripped, damage flooring and place anti-slip flooring in areas that cannot
continually be cleaned such as an entrance.
 Maintain clean light fixtures to improve lighting efficiency.

72
  Keep aisles and stairways clear.
 Place warning signs and mirrors to help improve sight lines in blind corners.
 Regularly inspect, clean and repair all tools.
 Do not use damaged tools.

Safety in Handling Cleaning Chemicals

 Use the appropriate protective equipment when handling concentrated cleaning products
 There should be a complete list of all cleaning used in the facility. Details like how many
gallons are stored, where they are stored, potential hazards and precautionary measures
for each chemical should be included in the list.
 Always follow the manufacturer’s instructions of using the chemicals. If not used right
away, these cleaning chemicals may not effectively work and can be harmful.
 All cleaning chemicals should be kept in their original containers.
 Never mix chemicals, even if they are of the same type. Combining ammonia and
chlorine bleach for example can produce the fatal, chlorine gas.
 Install safety signage that quickly conveys possible dangers and precautions related to the
chemicals.

It is important that you know exactly what the following “signal words” mean:

 Caution: the product should be used carefully but is relatively safe.

 Warning: the product is moderately toxic.
 Danger: the product is highly toxic and may cause permanent damage to skin and eyes.

Protective Equipment
Personal protective equipment (PPE) like safety headwear, safety footwear, and safety hand wear
and safety eyewear are important. They must be worn by employees that are exposed to
hazardous materials or in cases where danger or risk for injury is present.

Guestroom Cleaning and Maintenance

Guestrooms in hotels, resorts and other lodging establishments are also maintained by the
Housekeeping Department. Small hotels with only a few rooms to maintain usually have only one
manager or super or supervisor to attend to both public areas and guestrooms. But when the hotel is
quite large, maintaining hundreds or thousands of guestrooms, a department or section for rooms’
maintenance is established under a section head. Each floor or area is under the direct supervision of
a floor or area supervisor.

The Rooms keeping section is manned by room attendants, also known as room boys (if male) and
chambermaids (if female). Some large hotels hire mini bar runners who are responsible for mini bar
transactions such as set up, replenishment and inventory of mini bar stocks. Room Attendants are
given specific room assignments in a specific area or guest floors like floor 2-4. They report directly
to the floor/area supervisor. Guestrooms are serviced twice a day – morning and late afternoon up to
evening. Room Attendants who report for the first (usually between 6:00 in the morning up to 2:00
in the afternoon) perform the room make up and installation of room amenities. They also attend to
service requests of guests. Those on second shift receive endorsement from the morning shift for
tasks that need to be completed or to be initiated for the afternoon and evening. The night service is
also executed by the second shift. This includes turndown of beds, make-up of the bedroom and
bathroom, attending to late check-outs, refill of thermo jug with water, attending to service requests
and other guest services.

73
Job Responsibilities of Rooms keeping Staff

A. Rooms Maintenance Supervisor or Manager

To plan, organize, direct and monitor rooms’ maintenance activities and to insure consistent
compliance to prescribe rooms keeping standards, procedures and policies.

 Conducts routine inspection to check the quality of room make up. Makes sure that the rooms
are installed with standard room amenities and that the area is free of safety hazards. Also
checks if there is anything that needs repair or corrective action;
 Checks rooms status during room check, prepares and disseminates room status report to the
Front Desk and to the room attendants
 Regularly checks the condition and maintenance of housekeeping equipment. Have them
cleaned regularly; initiates service request for defective items.
 Attends to guest complaints, inquiries and requests and complaints

B. Room boy, Chambermaid or Room Attendant

To attend to the maintenance and upkeep of all guestrooms and service areas assigned to
him/her.

 Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned
guestrooms.
 Performs turn-down service if scheduled for the second shift
 Attends to the needs and additional requests of house guests;
 Assist supervisor in conducting room check
 Performs the duties of a mini bar attendant if there is no one assigned to do the job.

C. Mini Bar Runner/Attendant

To attend to mini - bar installation, replenishment, inventory taking, stock requisition and
other related functions.
 Maintains par stock of mini bar items; initiates requisition to replenish used stocks
 Records mini bar consumption per room, prepares a sales and inventory report. Also double
checks the expiration dates of perishable items.
 Cleans and dusts mini-bar bottles in vacant guestrooms
 Checks and collects mini-bar receipts in all guest rooms;

NATURE AND SCOPE OF ROOMS MAINTENANCE

Guestrooms are serviced and maintained through the following service:

1. Maintenance of order and cleanliness in all guestrooms, to include:

 Regular cleaning of guestrooms
 Orderly arrangement of fixtures and guestroom amenities
 Installation and replenishment of guestroom supplies and amenities
 Continuous checking of the condition of guestrooms and facilities and taking
corrective action

74
 2. Safekeeping of lost and found items
3. Installation and control over mini bar items
4. Coordination with other departments on matters involving guestroom maintenance.
5. Provision for other services to house guests like
 Baby sitting
 Requests for Seamstress
 Extra beds, linen, towel, pillow
 Provision of facilities like hair dryer, adaptors
 Shoe shine service
6. Attending to other guests’ needs and concerns
7. Pick-up and delivery of guest laundry

Learning Outcome 2: Access Rooms for Servicing

Accessing rooms

The room key or card is an important instrument that housekeeping staff use to access the guest room
and carry out their duties. All keys must be kept secured and distributed properly. Every room
attendant is responsible for taking care of the keys under his or her charge and not allowing
anyone else access to the keys. All keys are kept in the housekeeping office in a locked cabinet
and properly coded. The housekeeping coordinator is responsible for the distribution and control
of keys. All keys issued must be properly signed for and cancelled after return. The room attendant
must register or sign in the Key Control “In and Out” Logbook and list the number of issued keys.
The housekeeping coordinator does the inventory of the keys at the beginning of each shift and
prior to the handover of keys to the subsequent shift in charge. Keys issued to the employees must
be kept under their own custody and never be left hanging on the trolley or in the door lock. All
keys must be returned to the housekeeping office and it must never be taken outside the hotel
premises.

Handling of Room Keys

Key control is a critical element in hotel security. When the issuance of keys is not strictly
controlled, criminals or robbers can have access to a guest’s room putting the personal safety and
valuables of the guest at a serious risk.
Some security measures in relation to key handling are as follows:
1. Change from the traditional keys to modern electronically operated or computer generated
keys.
The traditional keys that are still in use among small and some medium size hotels are made
of metal. The disadvantage of this type of key is that it can easily get lost and it is difficult and
costly and replace. Once the key is lost, even the lockset has to be replaced. This is done for
security reasons since the finder of the lost key can use the key in his possession to open the
guestroom. That is why, hotels make it a policy that once a guest loses his room key, he will
be required to pay for the cost of replacement which include the key and the whole lockset.
If the traditional key is used, guests are advised to leave their keys to the reception desk as
they might misplace it or leave it elsewhere when they go out. This is not necessarily required
when electronic keys are used.
The traditional keys to guestrooms must come in 4 sets:
 One set for the guest

75
  One for the housekeeper
 One for the Front Desk
 One set for the Duty Manager

A more sophisticated key that is now in use among large hotels is a computer-controlled key that
resembles a credit card and is assigned a special code when activated by the front desk. This key
is pre-programmed with a guest arrival and departure information as well as other guest room
information. When the guest checks out, the front desk can reprogram the key for the use of the
new occupant.

The following describes the procedures for entering a guest room:

 Knock on door 3x (quite loudly) – use knuckles not keys or any other item as it could
mark the door and call out, “Housekeeping!”
 Count to five
 If no answer, knock again, and then use your key to enter
 Take one step into the room and announce out “Good morning/afternoon, Housekeeping
to service your room.”
 If the guest is still in bed, undressed or distressed, quickly and quietly leave the room
 If the guest is awake and up, say “Housekeeping, would you like your room serviced?”
 Comply with their request – you may be invited to service the room, just do a quick tidy,
replace the towels, soap and leave, or asked to come back at a later time
 Once you have gained access to the room, the door should be left wide open – to provide
notice to a returning guest that someone is in their room
 The trolley should be parked across the entrance, or near the entrance to the room
(according to house policy). This allows the Floor Housekeeper or other management
staff to identify where room attendants are and makes it easier to obtain items from the
trolley
 It is standard procedure in the majority of establishments for trolleys to be left outside the
room being cleaned, and never to be taken inside a guest room
 Where the trolley is allowed to be taken into the room, a large sign should be placed
outside the door, reading ‘Cleaning in Progress’. This prevents the guest from returning to
their room and being startled to find an employee in there and again to enable easy
location of staff by management.

KEEP IN MIND:

 The Rooms keeping section is manned by room attendants, also known as room boys (if
male) and chambermaids (if female).
 The room key or card is an important instrument that housekeeping staff use to access the
guest room and carry out their duties.

76
 COMPREHENSION CHECK 17

1. What are the risk factors of housekeeping?

2. How to access and enter guest room?

3. What is the importance of Personal Protective Equipment?

Submit your Comprehension Check 17 answer to your course facilitator through any of the
following: email (honkrisglenn88@gmail.com) or print copies which you can place it on envelope
and drop in the box provided at the designated place of the school.

4. Important Terminologies for Room Status

During room check, the Room supervisor checks the status of each room using the status code
below. He prepares the room status report and endorses it to the Front Desk Clerk as a reference
in assigning rooms to guests. This report is important to prevent double booking or assigning of
out of order or dirty rooms to guests.

Room Status
STATUS STATUS DEFINITION
CODE
OC Occupied Clean The room is occupied and has been cleaned and made up.

OD Occupied Dirty The room is occupied but not yet clean.

VR Vacant Ready The room is vacant, already made up and has been checked by
the supervisor; ready for sale.
VC Vacant Clean The room is vacant, already made up but not yet check by the
supervisor.
VD Vacant Dirty The guest has check out and the room is ready for cleaning.

HSUD House Use Dirty The room is occupied by non-paying person (usually from the
hotel) and the room is not yet clean.
HSUC House Use Clean The room, occupied by non-paying person is already clean.

OOO Out of Order The room is under renovation or not fit for occupancy since it
requires repair or maintenance work.
BLO Blocked Room is reserved for a guest who is expected to arrive within
the day.
NS No Show The room is reserved but the guest did not show up or has not
arrived.
SO Slept Out The guest slept outside the hotel and the bed has not been used.

HU House Use Room is occupied by an officer or staff of the hotel or the

owning company.
DND Do Not Disturb Guest posted the DND sign and does not want to be disturbed.

Skipper The guest has left the hotel without making arrangements to
settle his or her account.
NNS No Need Service A guest requested a ‘no service” for the room.

OOS Out of Service The room is temporary block and reasons may be a
malfunctioning bulb fuse, TV remote not working.

77
 C/O Check-out/Vacated The guest has settled his or her account, returned the room keys
and left the hotel.

Which rooms are cleaned first?

 First - Checkout rooms
 Second – Rooms with Make Up Request of Guest
 Third – Occupied rooms without request and without a Make Up sign
 Fourth – Vacant rooms that needs follow-up

You need to check with your employer for their preferences in this regard but the general rule is
that the departing/vacated rooms are cleaned before the stay rooms.
This is to allow the check-out rooms to be placed back on the board by Reception for sale to guests
and to enable guests with bookings to be shown directly to their rooms rather than have them wait
while the room is readied, or be re-roomed.
You must always respect ‘Do Not Disturb’ (DND) signs. Where a ‘Do Not Disturb’ sign has
been displayed on a room throughout your entire shift you must notify the Head Housekeeper of
this so they can take the appropriate action.
There may not be a problem, but a check may be made to ensure that the guest is not ill.
‘Please Make Up My Room’ signs can provide some guidance as to what rooms can be cleaned.
It is standard procedure to clean these stay rooms before trying to clean stay rooms that do not
display this sign.
You should monitor use of rooms that are shown on your list as ’Vacant’. If you see guests using
these rooms then the relevant internal procedures must be followed.

Terminologies Used to Describe Various Types of Guest

1. Very Important Persons (VIP) – a well renowned guest like high ranking officials, executives,
celebrities who warrant special treatment and handling.
2. Very, Very Important Person (VVIP) – a highly renowned person who deserves extra special
treatment like dignitaries, ambassadors, etc.
3. Free Independent Traveller’s (FIT) or Foreign Individual Tourist – Tourist or a traveller
who is travelling alone, not joining any tour group.
4. Joiner – Person joining another guest in the same room.

CLASSIFICATION OF GUESTROOMS

A. According to Number of Beds

1. Single Room is a room with a single bed, good for one person.
2. Double Room has a double bed and can be occupied by one or two persons.
3. Triple Room is occupied by three (3) people, may have 3 single beds or 1 double bed or
2 single beds plus a roll away bed.
4. Twin Room is room with two twin or two single beds, good for 2 persons.
5. Double-double Room has two double beds or 2 queen beds, occupied by two or more
persons. It is sometimes called “TWIN DOUBLE”.

78
 6. Family Room has at least 1 double bed, plus additional single and/or sofa bed, designed
to accommodate one small family.

B. According to price, layout and facilities

1. Economy Room a room designed for an economical rate, usually short of standard
facilities like air condition, television and other amenities.
2. StandardRoom a room sold at moderate rate, equipped with standard facilities and
amenities like air condition, private toilet and bath, toiletries, TV, bed,
night table, coffee table and other basic amenities.
3. De Luxe Room is more luxurious and spacious room with amenities of superior quality,
sold at a much higher price than standard room. All standard amenities are installed
but they are of the more expensive and superior brand. The interior is also more
elegant. Additional luxury amenities are also set up, ex. Bathrobe, slippers, VCD,
mini ref, mini bar, recliner, coffee set and many others.
4. Studio Room has a studio bed or a couch which can be converted into a bed. It may also
call an Executive Room. Itis likewise equipped with luxury amenities. Some are
equipped with some basic kitchen facility like microwave, set of china wares and flat
wares.
5. Connecting rooms consist of two or more rooms with entrance doors from the outside
door between them. This allows guests to get through each bedroom without going
out of their rooms.
6. Suite Room has a parlor or a living room connected to one or more full sized of bed
Rooms. It is equipped with luxury amenities and sold at a higher price than standard
rooms. It is usually equipped with bath tub. The bedrooms may be single, double or
twin double rooms.
7. President Suite is the most expensive room provided by a hotel. Usually, only one
president suite is available in the hotel. A president suite always has one or more
bedrooms and a living space with strong emphasis on grand in-room decoration, high
quality amenities and supplies and tailor-made services.

Types of Suites

1. Junior Suite is a room with a bed and a sitting area (usually a small lounge). There may
be a small, separate bed, connected to the living room or parlor. It is also called a mini
suite.
2.Penthouse Suite is usually located on the top floor of the hotel or property.
3.Executive Suite is designed for a top executive, with facilities and amenities of superior
quality.
4.Hospitality Suite is used for entertaining visitors; serving as function room or parlor.

Types of Beds

1.Single bed a bed approximately 36 inches by 75 inches

2.Double bed a bed that can accommodate a couple or two individuals. It is approximately
54 by 75 inches in size.
3.Queen bed – an extra-long, extra wide bed approximately 60 by 80 inches in size.
4.King bed – an extra-long, extra-wide bed approximately 78 by 80 inches in size.
5. Pull-out bed is a portable bed usually installed for an extra person in the room.

79
 6. Roll-away Bed is inserted into a bed and pulled out when used. It is advisable for small
rooms as it is space saving.
7. Sofa bed or couch that is convertible to bed.

KEEP IN MIND:

 You must always respect ‘Do Not Disturb’ (DND) signs. Where a ‘Do Not Disturb’ sign
has been displayed on a room throughout your entire shift you must notify the Head
Housekeeper of this so they can take the appropriate action.
 Rooms will be cleaned :
1. First - Checkout rooms
2. Second – Rooms with Make Up Request of Guest
3. Third – Occupied rooms without request and without a Make Up sign
4. Fourth – Vacant rooms that needs follow-up

COMPREHENSION CHECK 18

1. When a DND sign has been displayed all throughout the day of your shift, whom will you notify?

2. Why does during room check, the Room supervisor checks the status of each room?

Submit your Comprehension Check 18 answer to your course facilitator through any of the
following: email (honkrisglenn88@gmail.com) or print copies which you can place it on envelope
and drop in the box provided at the designated place of the school.

5. Provision of Gest’s Safety and Security

Security Procedures

In a hotel in man size, security is a major concern. The security division is responsible for
maintaining systems and implementing procedures that protect the personal property of guests and
employees and the hotel itself. Every hotel has its own procedures and guidelines for their staff on
how to handle guest valuables, keys and telephone calls. Any unauthorized disclosure of guest
information to anyone by any hotel staff will be regarded as misconduct. Hotel staff should never
disclose guest name and room number to anyone.

Handling Guests’ Valuables

A room attendant must report to the housekeeping office any guest valuables found inside the
guestroom during cleaning. It is important that the room attendant stays in the room until the
assistant manager; floor supervisor and the security officer arrive at the scene. The case must then
be recorded very clearly in the Housekeeping Logbook with the time, room number, description of
the item (s) found, the name of finder, and the name to which the case is reported to and handled
by for future reference. The guest room will be then double locked until the guest returns.

Suspicious Person
The housekeeping staff must report to the housekeeping office any suspicious person
loitering on guest floors and public areas. The housekeeping coordinator will in turn inform the
floor supervisor or assistant housekeeper, the assistant manager and the security officer.

80
 Lost and Found

Lost and found refers to:

 A place or an office that keeps any items found inside the hotel; or
A place or an office where reports of missing items, reported by either guest or staff are
kept and followed up.

All staff should hand in items found inside the hotel premises, regardless of their value. Most hotels
assign this duty to the housekeeping department or the security department. All information is
recorded in the Lost and Found Logbook for prompt and easy reference in case a guest inquires
about a lost item. All items found by the guest and staff should be stored in a ventilated room and
kept for three months before being released to the finder. Some items, such as perishable food or
drink, may be kept for shorter period. The storage is must be secure.

Keep in Mind:

 The security division is responsible for maintaining systems and implementing procedures
that protect the personal property of guests and employees and the hotel itself.
 The housekeeping staff must report to the housekeeping office any suspicious person
loitering on guest floors and public areas.

COMPREHENSION CHECK 19

1. What is the major responsibility of the security divisions?

2. How to handle lost and found items?

Submit your Comprehension Check 19 answer to your course facilitator through any of the
following: email (honkrisglenn88@gmail.com) or print copies which you can place it on envelope
and drop in the box provided at the designated place of the school.

81