ROOM DIVISION OPERATIONS – II

PRACTICAL RECORD BOOK

EX.1- Housekeeping – Trolley / Maids Cart Setting
 The houseman / Housemaid sets his trolley as per the standard, with bed
sheets in one shelf, towels in another, and bathroom amenities in a separate
drawer.
 A maid cart can be compared to a giant toolbox, It should be stocked with all
the required amenities to complete a complete shift room cleaning.
 The maid’s cart should be spacious enough to carry all the required supplies
for one shift work.
 The cart should be lightweight, easy to clean, and easily manoeuvrable.
 The cart has to be always well organized and well stocked before starting
each shift.
 A well-stocked maid’s cart will avoid unnecessary trips to the floor pantry.
 The amount of supplies loaded onto the cart depends upon the number of
rooms, and type of rooms to be serviced on the assigned floor.
 The carts are normally stocked from the floor pantry.
 Never overstock or understock the cart: Overstocking will increase the risk of
accidents or damage to the supplies. Whereas under-stocking can slow down
the efficiency of cleaning because of the regular trips to the floor pantry to
collect the required items.
 Record the items loaded on the cart on the Room assignment sheet.
List of supplies loaded on the maid’s cart:

1. Shampoo
2. Moisturizer
3. Mouthwash
4. Foam bath
5. Sewing kit
6. Shower cap
7. Shoeshine
8. Detergent
9. Loofah
10. Disposal bag
11. Toilet rolls
12. Tissue box
13. Soap dish
14. Bath towel
15. Hand towel
16. Face towel
17. Bathmat
18. Bedspread
19. Pillow covers etc.
The cleaning supplies are kept in a separate hand caddy, Below are a few items
stocked on the hand caddy.

1. Toilet cleaning solution

2. Bowl brush
3. Toilet brush
 4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves
 On one end of the cart, there will be a bag for storing the dirty/soiled linens.
 There will be a garbage bag in one corner of the maid’s cart with a lid on it.
 Once the shift is over the maid cart/maid trolley is to be moved back to the
floor pantry and all the shelves are to be locked.
EX.2- Hotel Housekeeping Bed Making Procedure
Hotel beds must be presented neatly and professionally. Guests will always
appreciate comfortable and neatly made beds. It is part of our job in the hospitality
industry to make sure that we do everything we can to make the guest’s stay a
happy one. It is not enough to have OK service; the service must be excellent so that
the guest will keep coming back.

Preparing for Bed Making:

First put on your gloves before stripping the bed.

Remove soiled bed linen from the bed, making sure that the soiled linen doesn't
touch your body. This includes the duvet cover, flat sheet, fitted sheet, pillowcases,
etc.

Look at the mattress pad/mattress protector to see if it is stained, torn, or damaged.

If it is not straightening make sure the mattress and box spring are even.

Always adjust the mattress with your leg and not with your back to avoid any injuries.

If the mattress pad is stained then remove it straight away.

Get a clean mattress pad and place it on the mattress:

Ensure that the mattress itself is ok. Hotel mattresses are turned often to prolong
life.

Lay the fresh mattress protector on the bed.

Unfold the pad right-side-up and spread it evenly over the center of the bed.

Smooth out any wrinkles.

Mattress pads/mattress protectors come in different sizes, be sure to use the correct
size.

Make sure you have the correct size sheets as well.

Never use a stained or torn sheet. Place them immediately in your solid linen bag.

Take the fresh sheets and 4 pillowcases.

Make sure the pillow covers are of the correct size

Making the bed:

Pull the bed a little away from the headboard.

Spread the 1st bedsheet and tuck the bottom side of the bed except for the four
corners.

Take the loose end of the sheet, about a foot from the corner at the head of the bed,
and pull it straight out, forming a flap. Pull up the flap so it is flat.

Tuck in the free part of the corner.

Pull the flap out toward you and down over the side of the bed. Tuck the flap in.

Move to the corner at the foot of the bed on the same side of the bed and repeat the
procedure.

Spread the second sheet from the wrong side up, from the edge of the mattress.

Place the duvet/ quilt 6” lower than the 2nd sheet.

Spread the third sheet over the quilt. If you are using a duvet, do not place a sheet
on top.

Fold the second sheet above the quilt and the third sheet and make a fold
approximately 6” to 8”.

Tightly tuck the sheets under the mattress.

Go towards the foot of the bed and tightly tuck the second sheet, quilt, and third
sheet together.

Maître the corners.

Insert the pillows into the new pillowcases and tuck in the loose ends.

Repeat this process for all the other pillows.

Place the pillows on the bed with the tucked edges facing the center and the tucked
flaps on the other side of the pillows.

Position the bedspread on the bed with equal amounts hanging over both sides and
the foot of the bed.

Report to the Executive Housekeeper if you notice stains or tears in the bedspread.

Smooth the bedspread over the pillows to the head of the bed.
 Tuck the remaining of bedspread under the front edge of the pillows.

Smooth the surface of the bed.

Check the bedspread for evenness on both sides.

Push back bed towards the side of headboard in the exact position.

All the four corners of the bed are mitered properly. Bed linen is stain-free and
properly pressed. The bed has to be firm.

The distance of the pillow from the Headboard to the fold of the bed is approximately
20”.

Arrange pillow cushions/bed runners on the bed.

Add any decorative items as per the hotel procedure.

How long should it take to make a hotel bed?

Bed making should take 5-7 minutes. Also, to consider is that it will also depend on
the bed size, linen used, and other decorative items used by the hotel.

EX.3 - ROOM OCCUPANCY REPORT

This report shows the list of guests who have checked-in the hotel with details such as the number
of adults and children, number of nights, and housekeeping status. This report is generated for the
occupied rooms, rooms expected to be occupied, checked-out rooms, and vacant or blocked rooms.
This report is generated for scheduling rooms for cleaning.

OCCUPANCY REPORT

Room Room Guest No. of H/k

Adult Child Turn Over Date
No. Type Name Nights status

 ROOM STATUS CHECK – i.e. the room attendant now physically checks
each room in his/ her section for the occupancy and fills in the ROOM MAID’S
REPORT/ GUEST ROOM STATUS REPORT – this gives the information of guest
room status for that particular section and is signed by the room attendant
 This is then sent to the control desk for compiling the HOUSEKEEPERS
REPORT / OCCUPANCY REPORT – this shows the position of all rooms in a hotel
and is signed by the preparer( mostly the control desk supervisor) and countersigned
by the executive housekeeper
 The housekeeper’s occupancy report is sent to the Front Office department
for comparison with the Front office occupancy report

 Note – Occupancy reports are made 3 times a day , normally in the beginning
of each shift i.e. at 8 am , 3 pm and 10 pm respectively

 NOTE – if there are any discrepancies in the room status between

housekeeping report and the front office records a discrepancy slip is generated and
the bell boy is sent for final verification. And details informed accordingly.

LOST/FOUND REGISTER
If a housekeeping guest room attendant finds any guest-owned article left in the Check-Out
room then it is recorded in the Lost/Found Register and sent to the same cell of the
housekeeping department. It also records any personal article found in the hotel premises.
LOST AND FOUND REGISTER

Sr.
Found Found Picked up Contact
No Date Item Description Address Sign
By At By Number
.

Articles are many times left behind by the guest but at times staffs too pick them
while collecting soiled linen from room by
mistake and also with the guest laundry its left back in the pockets of shirt and
trouser of guest.
Every item found is recorded in the lost and found register.
Each article is given a “serial No.” which makes it easy to locate in the storage. The
best way is by numbers 1/1, 1/3, 2/9 so on.
This means the first thing found in Jan. or 3rd thing found in Jan. and the 9th thing
found in Feb. so on. The first number indicates the month and the second number
indicates article.
“Where found” means room number or the specific area where the article is found.
“Article and Description” means specification of the article found for e.g. whether its
shoe or slipper or sandal and male or ladies
shoes the size and the colour etc.
“Disposal” must be recorded, whether it’s returned to guest or given to finder
according to the norms of the hotel. Often some
articles are kept by the hotel and used like any liquor found in the room etc.
On receipt of the article found the Housekeeping control desk records it in the “lost
and found register”. The article is packed in
a transparent plastic bag with a lost and found slip containing the details as written in
the register and stapled. One copy of the slip is also sent to the front office for
information.
Shelving space is divided in the cupboard according to the month, and articles are
stored accordingly.
A lost and found enquiry file is also maintained in the department. As sometimes
articles for some reason may come later too.
Most hotels keep the less valuable articles for six months. Usually, valuables are
kept for one year.
The hotel advises their in-house guest to avail the safety locker facility in Front office
cashiers’ office. These days most hotel provide a safety locker box in the wardrobe
of the room itself and the guest can have their own code to activate or deactivate it.
Valuables if found are stored in Ex. Housekeeper’s office in safety locker. Key to
which is normally with Ex. Housekeeper. At
the time of departure the Ex. Housekeeper seals the key in an envelope and
deposits it in Front office cashiers’ office so that the
key is always available. If required the duty manager can collect the keys after
signing in the cashiers’ key register do the
needful and return it again in a sealed envelope.
Note: valuables are marked with red ink in “lost and found register”
Guest may phone, write or mail and enquire about his/her lost article. They may ask
the hotel to post them or might send
someone on his/her behalf to collect the article or sometimes even may collect it
their subsequent visit to the hotel. The hotel does
not charge for postage. The Ex. Housekeeper signs on the register in the disposal
column and mentions the address.
 If someone else comes to collect the articles we must ask for an authorization letter
and get their signature on the register and the tag. Sometimes the guest collects
them then we request them to sign on the register.

When the storage time is over articles are returned to the finder. The Ex.
Housekeeper signs in the lost and found slip
which acts as a gate pass for the finder (staff). The valuables are auctioned and
money distributed amongst the staff. This
normally boosts the morale of the staff.
Each company has slightly different rules/policy about handling lost and found.

EX.4 - HANDLING GUEST SPECIAL REQUESTS

As a service to the guests, hotels provide a variety of items that the travellers need
but are not kept in the rooms as a standard. The HK department takes care of the
special requests of the guest and these items are loaned to the guest at no charge.
Such items are generally placed with the HK control desk. These are also known as
‘Guest Loan Items’. Some of the items which may be requested by the guest are
 Voltage / international adaptors,

 Scissors

 Hot water bag,

 Nail cutter,

 Iron & Iron board (in case if not already placed in the room),

 Furniture items – like an extra chair,

 Hard bed – a piece of wood placed under the mattress to make a bed firm and
reduce back pain

Extra beds – Chargeable

 All out machines,

 Torch,

 Special pillows (cotton, hard pillow, etc) many people request for foam pillows
since they are allergic to feather pillows

 Baby cot,

 Indoor games,

 Umbrella,
 Cane stick,

 Wheelchair

 Hairdryer,

 Thermometer etc.

In most of the hotel desk supervisor maintenances Extra Item/ Loan Item cupboard
in which these special items are placed.
Note – An extra blanket, pillow or towels are very normal requests. Some guests
may request a bathrobe, more shampoo, floral arrangements, etc.
NOTE – not all requests by the guest are for additional/extra items, some are for
service e.g.the room to be serviced, shoeshine, laundry to be picked up, etc.
1. Once the guest requests for special items it is recorded in the guest’s special
request register/ guest call register/ message register by the control desk supervisor.

2. The concerned GRA/ floor supervisor is informed so that the particular

request is attended to at the earliest.

3. The time of receiving the request from the guest & the time request being
forwarded to the Floor Supervisor is recorded in the Message Register.

4. The GRA / Floor Supervisor accordingly take appropriate action i.e. the Guest
request is fulfilled

5. Once the requirement of the guest is fully filled; the floor supervisor gives a
follow-up call to the control desk.

6. The items given on special request are recorded in the floor register/floor
logbook

7. The entries are also made on the occupancy board and the logbook. This
gives information to the subsequent shift’s desk supervisor.

8. In case the guest is checking out the request items are removed from the
room and the information is erased from the board.

9. The special request items are handed over by one shift to another shift. After
every shift items are counted and handed over to the next shift

HANDLING GUEST COMPLAINTS

To make a complaint means – “to express resentment or displeasure”.
Most guests hate to complain and will think before they say something. When they
do complain, it may be because of something major, but more often it is the result of
 a series of little things that have to build up to a point where just one more thing
makes the guest snap. Sometimes the complaint may be totally unrelated to the
housekeeping department or employee but the guest will still expect them to solve
the problem.
Why do guests complain?
 The quality of a product or service may be unacceptable.

 The choice on offer is limited.

 The wrong product is offered.

 Timing is wrong/ delayed service.

 Frustration due to the treatment the guests receive.

What does the guest expect when he lodges a complaint?

It must be remembered that it requires effort on the part of the guest to lodge a
complaint. It is not easy – the guest gets stressed in the process too. When a guest
complaint they expect
 To be treated courteously

 A satisfactory result

 To be believed

 Someone to take personal responsibility and make the necessary decisions to

rectify the situation. They do not want to be passed from one person to another.

 To believe that the establishment values them

 To believe that the problem will not happen again

 THE GUEST DOES NOT WANT AN ARGUMENT

How to handle a complaint?

 In case of a guest complaint, the Housekeeping Control Desk receives the
guest’s call.

 The Desk Supervisor takes the complaint in the Message Register/ guest call
register kept at the control desk.

 The Complaint is informed to the respective Floor Supervisor

 The Supervisor accordingly takes appropriate action i.e. resolving the

complaint

 Steps in handling complaints

1. Listen – do not interrupt. Do not say “that’s not my job”. Let the guest
tell you the whole story. Listen to the guest with concern and empathy

2. Apologize without admitting liability. Do not make excuses. Do not

blame another person or department. Let the guest know you are sorry he/ she has
been upset.

3. Rectify the problem – Handle the problem yourself, if possible, but get
help from the next superior if the problem is outside your responsibility. Offer
alternatives as per house policies and do not offer something you cannot deliver.

4. Thank the guest for bringing the issue to your notice

5. Record the complaint about future reference.

Principles of handling a complaint

1. Listen to the guest with concern & empathy

2. Give your undivided attention

3. Stay Calm

4. Keep in mind the guest Self Esteem

5. Take the complaint seriously

6. Do not blame others

7. Tell the guest what can be done

8. Set an approximate time for the completion of corrective action

9. Monitor the progress of corrective action

10. Follow up. Check the guest satisfaction after resolving the problem.
EX.5 - RECORDS AND PROCEDURES
1. LEFT LUGGAGE PROCEDURE
At times guest finds it inconvenient and expensive to carry their luggage to a place
where they are going for a few days. Guest is expected to check out by check out
time (12 noon) even if their fight is in the evening and they find it too expensive to
retain the room for an extra day just to keep the luggage. Most hotels offer the left
luggage room facility free of cost but some hotels do charge for it. The left luggage
facility may also bring back the guest to stay in your hotel on his next visit. The
procedure for receiving luggage is as such:
Before accepting the luggage, it is checked whether the guest has settled his bill or
not.
1. Check the baggage of the guest if it is properly locked or not. In case the
baggage is damaged then the guest must be informed and note for the same must
be made in the receipt. Scanty Baggage Procedure

2. Luggage stickers should be pasted on all luggage pieces. A proper receipt

must be made, signed by both guest and bell captain, and handed over to the guest.

3. Enter the details in the left luggage register with the expected date the
luggage will be picked up by the guest.

4. Keep the luggage in the left luggage room under lock and key.

When the guest comes to pick up his luggage pieces from the left luggage room then
the following procedure is carried out. The guest is requested to give the receipt.
In case the guest has lost the receipts then the guest is requested to sign in the left
luggage register.
1. Check the receipt and bring out his luggage pieces from the left luggage
room.

2. Make an entry in the left luggage register entering the date luggage pieces
delivered.

2. SCANTY BAGGAGE PROCEDURE

Scanty baggage means no baggage or light luggage consisting of briefcase or
airbag. Guest with scanty baggage is normal skippers from the hotel. Skippers are
those persons who check out of the hotel without settling their bills. The scanty
baggage guests also normally go out with their light baggage and the hotel never
knows that if this guest is going out with an intention to come back or not. To save
guard the hotel’s interest, normally guests with scanty baggage are requested to pay
in advance.
There is a set procedure adopted by hotels to keep control of guests, with scanty
baggage.
1. The lobby manager and the reception are notified immediately on the guest’s
arrival about the scanty baggage.

2. Arrival errand card is stamped with scanty baggage.

3. Guest registration card’s all copies are stamped with ‘scanty baggage’.

4. The scanty baggage register is filled up by the bell desk.

5. Get the guest registration cards and the scanty baggage register signed by
the Lobby manager.
 3. MESSAGE HANDLING PROCEDURE
1. Receiving messages for in house guests in their absence, recording them,
and communicating them to the guest as soon as possible is an important function of
the front desk staff. The efficiency and professionalism of the hotel and the attitude
of staff are reflected by the way this function is carried out by the staff.

2. The need for receiving a message for in house guests is when the guest is not
in the room. Usually, when the guest goes out of his room, he would leave his room
key at the counter where the information clerk would put in the appropriate room
number in pigeon holes. Sometimes the guest may leave his whereabouts at the
reception counter through a yellow card also called locator or location form
whereabouts in the card.

3. In case a phone call comes or a visitor comes to the hotel to see the guest,
the receptionist will first confirm through the key and mail rack whether the guest is in
the room or not. He/she will look for any location form left by the guest also.
Suppose a visitor comes and the in -house guest has left a location form indicating
that he will be in the bar, dining hall, etc, then the paging in that particular area will
be done for him either by public address system or through traditional page board
system.

4. In case the guest has not left any whereabouts but has left the key at the
counter, the visitor will be asked to leave a message for the in-house guest. A
special performa called the message slip is prepared and is filled in by the visitor.
Usually, hotels prepare the slip in triplicate on behalf of the visitor. The top one or the
original is kept in key and mail rack in an envelope and is delivered to the guest
when he/she comes to collect the room key.

5. The first copy of the message is slipped in the room and the second copy
remains in the message book as a reference copy.

6. In case the guest has neither left any location form nor has given the key of
the room to the reception counter, the same system is followed for recording but in
addition, either an “attention card “or “mail and message advise slip “ is put on the
knob of the room or message light is activated in those hotels which use electronic
systems. The message details may also be fed into the computer and the guest may
view it on the screen of the tv in his room.

7. A similar system is followed in case of a telephone message. The important

point to be noted here is that whenever the receptionist receives information about
 guest’s whereabouts (through location form) he /she must immediately pass on the
same information to the telephone department so that call may be diverted to the
message center without delay.

4. MAIL HANDLING
Mail handling is a very important activity of the front desk and the way mail is
handled shows the efficiency and attitude of the hotel staff. Any delay and
carelessness shown by the staff may result in great dissatisfaction. The term “mail
handling” covers up both incoming and outgoing mail.
Incoming mail
As per the policy of the hotel, the incoming mail may be received at the bell desk or
by the information department. The first step involved in the mail is sorted, arranged
alphabetically and put separately ie,
1. Mail for the guest

2. Mail for the hotel

Next, the mail is date and time-stamped.

The incoming guest mail
It is sorted into three categories :
1. Mail for the inhouse guest

2. Guest who has already checked out

3. Guest who has not yet arrived.

Mail for the inhouse guest

 In case the key of the room of the in-house guest is in keys mail rack, the in-
house guest mail is put in key and mail rack and is delivered to him along with room
key when he comes to the counter. In case the guest is in the room, he is intimidated
about the mail and if he/she so desires the bellboy takes the mail to the room.

 Sometimes the guest may go out of his room without leaving the key on the
counter. In such cases, a Mail Advice Slip is put on the key knob of the door so that if
the guest goes to the room directly, he/she would know about the mail which the
hotel has received in his / her absence.
 These days hotels use message light on the telephone or on the door and
computers are used for this purpose in some hotels.

Checked out guest

 The mail of the checked-out guest is checked out with the forwarding instructions
and mail is forwarded according to the instructions left out by the check out guest
and appropriate entries are made on the mail forwarding address slip.
Awaited arrivals
 Mail of such guest is marked with the date of arrival and kept in the Hold Mail
Rack This information is then marked on advance reservation slip/movement list or is
fed in the computer.

 On the night before the arrival date, the expected arrival mail along with the
reservation record is sent to the front desk. When the guest arrives the mail is
handed over to him at the time of registration. The awaited mail is retained for a
period of one month only. After the expiry of the date, it is sent back to the sender.

 At times the hotel may also receive registered, recorded mail such as letters,
packages, parcels, etc for the guest. Since there is a record maintained by the hotel
of all such staff mails at times of receiving, it is important that it should be delivered
urgently to the guest and acknowledgment taken.
EX.6 - FORMATS AND RECORDS MAINTAINED AT BELL DESK
1.Bell Desk Log Book:
A logbook has to be maintained by bell boys for all the shifts to keep a record of all
activities and instructions that are performed during a particular shift and need to be
shared with the next shift.
2.Bell Boy Errand Card:
The bell card is an important format maintained by the bell captain during the shift
timings of individual bell boys to control the activities when they leave the desk for
any purpose like luggage delivery, newspaper distribution, message delivery, etc.
The bell boy errand card is printed on both sides, front side used at the time of arrival
and the backside used at the time of departure.
3.Lobby Control Sheet:
This sheet is maintained by bell captain during a particular shift in the hotel. The
sheet is a summary of all the activities performed by bell boys during shifts. It even
helps in the preparation of individual errand cards of the bell boys. This format is
further used by lobby manager to counter check the moment of bell boys for better
performance.
4.Guest Location Form:
This form is used to know the location of the guest when they leave the room and
inform the location which is kept in key/mail rack. When a guest is expecting any
message, he usually informs whether he will be in the hotel or outside and
accordingly, gives his location in the hotel or provides a phone number in case he
goes out of hotel premises. And intimates to reception once returning back to the
room. In the case of a visitor, only after his instructions by the guest about his
whereabouts.
5.Inventory Register:
The inventory register keeps a record of all inventory items of the bell desk such as
bell trolley, torch, formats, wheelchair, metal detector, paging board, stationery.
6.Message Form:
Message form is used to deliver any received message for an in-house guest in their
absence from the hotel. The message is delivered immediately on arrival in the hotel.
Two copies of the message are prepared, one copy is taken by bell boy and slotted
through under the door of the guest room and the other is kept as a record in
key/mail rack. It is done to make the delivery/communication of the message to the
guest.
7.Wake-up Call Sheet:
Wake up call sheet is used to wake guests who wish for the same. It is generally
requested by guests who want to be waked up early in the morning or want to get a
reminder about some important work. This sheet is prepared by the telephone
operator or is done by the bell captain.
8.Room Shifting Slip:
In case a room of a guest has to be changed, in that case, the room shifting sheet is
used to maintain records of the same. It is done with the approval of the front office
manager/lobby manager.
EX.7 - FRONT OFFICE DEPARTMENT DUTIES AND
RESPONSIBILITIES
The front office department has several duties and responsibilities that ensure
smooth operations and excellent customer service. Here are some of the primary
duties and responsibilities:
1. Guest Check-in and Check-out
One of the primary responsibilities of the front office department is to handle guest
check-in and check-out. The front desk staff welcomes the guests, verifies their
reservation, and provides them with the necessary information about the hotel’s
amenities and services.
2. Reservation Management
The front office department is responsible for managing hotel reservations. They
keep track of the number of rooms available, take reservations, and provide guests
with confirmation of their bookings.
 3. Handling Guest Requests and Complaints
The front office department is responsible for handling guest requests and
complaints. They must promptly address guest concerns and ensure that guests are
satisfied with the services provided.
4. Cash Management
The front office department handles cash management, including maintaining
accurate records of cash and credit transactions, processing payments, and
ensuring that all transactions are properly recorded.
5. Safety and Security
The front office department is responsible for ensuring the safety and security of
guests and hotel property. They must maintain a log of all guests entering and
leaving the hotel, monitor the CCTV cameras, and ensure that all safety procedures
are followed.
Duties & Responsibilities in detail of various roles in the Front office
1) Front Office Manager
One of the most important functions of the Front Office Manager is Time
Management. The nature of the Front Office job is such that he is almost always
crowded with various jobs and he often loses control over his time. He should be
able to match the job needs to time available for effective and efficient performance.
Time is a unique resource (24 hrs a day) and in highly perishable resources and its
supply can’t be increased. For maximum utility, the manager should first understand
how he is utilizing his time currently and then decide how he should spend his time.
Further, he should be able to identify the wastage of time that he is doing currently
He should then master his time wasters. After this, he should make a new plan of
action and then make sure he follows that. He should be able to fix the priorities of
the job. For proper analyses, he should keep a record of the time spent on tasks and
daily/weekly time spent on them and for this, he should prepare a work distribution
chart for each task. He should identify key result areas of his job for effective
performance. Assess the desirable time against each activity and note in the work
distribution chart. The activities showing a wide difference between actual and
desirable are possibly time problem areas of the manager. Further, he should
understand that some of the time-wasters are:
 Interruptions

 Meetings

 Crises Management

 Lack of objectives, priorities, and deadlines

 Personal disorganization,

 Ineffective delegation

 Indecision and procrastination

 Complicated procedure and

 Commuting etc.

The strategies for Time Management include and means

1. Increase your discretionary time

2. Be time conscious

3. Plan days work

4. Hold priority meetings

5. Have prime time for“A’ class jobs

6. Fragment workday

7. Do one job at one time

8. Say frank No if need be

9. Use time-saving equipment

10. Delegate work

11. Develop self

12. Keep diary etc.

Further making a daily plan of action is important by outlining work for the next day at
the end of each day. Listing all activities for the next day under the ABC category as
per the urgency and importance of the job. List activities that should be carried out
and timed at which they can be best done. It is important to make flexible plans to fit
in emergencies. Next, follow the plan and at the same time review the plan from time
to time for any changes and improvements. Here it is important to note that as per
scientific deductions normally a person works only for 16 years and 8 months in a
span of 70 years of age and hence time management is very important.
In addition to this job description of a front office manager include the following

 Directs and coordinates the activities of the front office department. which
includes room reservations, guest room assignments, mail, and information.

 Reports to the management ‘(either manager or executive assistant WW) and

is, wholly responsible to him for the daily functions of the front office.
 Maintains and/or develops applicable operation procedures involving both
convention and non-convention reservations, controlling of open and closed dates,
availability and condition of rooms and suites, guest arrival patterns, control of keys,
receipt, and flow of mail and messages to ensure efficient methods
and liaison between department sections and shifts.

 Must understand the functions of, and be able to cooperate with closely
related departments such as front office cashiers, assistant manager. credit, sales,
housekeeping, service, and inter-hotel reservations.

 Meets with executive management and supervisors from these and other
departments at regular intervals to plan and coordinate hotel housing activity.

 Works closely with various convention group secretaries to aid their planning
of arrival and guest housing.

 Meets with individual guests or convention group representatives on problems

of room assignment, price, and location.

 Prepares reports to the management and other supervision relative to

anticipated rooms occupancy, reservation pattern, expected check-in, and out.

 Responsible, along with the personnel department, for the employment and
training of staff.

 Aids and promotes in carrying out hotel-employee relation policies such as

courtesy program, work performance records, vacations, etc.

2) Assistant Front Office Manager

 Assists front office manager in supervising and coordinating the day to day
operations of the front office staff and resolves internal problems.

 Co-ordinates staffing of mail and information and reservation clerks with their
supervisors.

 Arranges schedules of room salespeople.

 Liaises with the sales department for present and future convention and group
bookings.

 Corresponds with future guests and blocks suites and special requests for
large conventions.
 Deals with problems arising from guest complaints and reservation and room
assignment activities.

 Interviews and hires applicants.

 Responsible also for any miscellaneous duties assigned by the front office
manager.

 Assumes the responsibilities of the front office manager upon his absence.

3) Reservation Manager/Assistant Manager Reservation

 Supervises and answers inquiries of reservations agents.

 Arranges schedules of reservations agents.

 Maintains close liaison with secretaries of major companies that do business

with the hotel. Frequently called upon to entertain these secretaries.

 Types and processes reservation requests received by phone, telegraph, a

letter at Is responsible for accurate and effective handling of reservation tally sheet.

 Advises and informs the front office manager or assistant on the duty of a
significant increase or decrease of reservation tally, which could affect the hotel’s
open or close status.

 Types and files reservation slips. Types confirmation slips.

 Trains new agents in all aspects of the above.

 Supervises and coordinates activities of filing clerks.

 Opens and routes all mail addressed to the front office. Timestamps all
correspondence.

 Marks mail to emphasize important points for reservation typist.

 Keeps a record of all reservations and makes a monthly room nights report; in
addition, prepares a half-year report of all accounts and their respective production.

4) Lobby Manager
 Schedules the duty roster and determines justification for manpower strength.

 Handles guest complaints, and ensures that the front office has good relations
With all departments. Coordinates with various departments for effective guest
handling.
 Co-ordinates with the front office (reception and information) to facilitate
rooming and departure of guests and front office cash (to allow credits).

 Does liaison between the travel counter, airlines regarding arrival and
departure of flights. Takes constant rounds at night of all operating areas to ensure
smooth functioning.

 Passes credit bills in the absence of assistant front office manager.

 Trains all staff under him, and trainees as well.

 Co-ordinates with the security and ensures that no unwanted happening takes
place in the hotel.

 Attends general manager’s meetings.

 Completely responsible for all going-on in the lobby, and operating public
areas and rooms at night as well.

5) Front Office Assistants

(i) Reservation Assistants
 Courteously and promptly handle all reservations on phone, by mail, telex
cable, and computer, etc.

 Up-date the reservation register/records in order to have an updated inventory

of room availability. (Receive and store information) .

 Type out advance reservation slips and maintain reservation racks and
correspondence tiles and in case of computers update information in computers.

 Carry out amendments and cancellations intelligently and accurately.

 Keep the availability status chart updated.

 Display reservation position on “Flash Board”.

 Check on reservation stationery and keep a satisfactory par stock if the same.

(ii) Reception/ Registration Assistants

The friendly welcome given by the receptionist to a guest changes an impersonal
hotel building into a friendly and homely place and his unfriendly. hostile and
indifferent attitude may convert the guest’s experience into an unpleasant and
uncomfortable stay. If the front office is the hub of the hotel then the receptionist is
aptly called the person who keeps this hotel world moving.
 Be informed on daily room status. Have detailed information regarding
arrivals, their room requirements, and expected departures of the day.

 Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits
and flower beverages, etc. and any other special requests.

 Prepares all records connected with pre-registration for VIP, invalids and old
people

 Handle group/crew registration as per laid down procedures as well as FIT.

 Maintain a satisfactory part of all registration of stationery.

 Room all arrivals using arrival errand cards.

 Constantly update room rack/information rack.

 Type out permanent arrival slip after registering guests and slot in racks.

 Open out guest folio without delay and transmit it to the front office cashier
himself or send the GR. card to cashier for opening the guest folio.

 Maintain room fates absolutely current and up-to-date.

 Prepare room discrepancy report and ensure a double-check through lobby

attendant Work closely with information assistants.

 Give all departure rooms to housekeeping promptly. Take all cleared rooms
promptly from housekeeping.

 Take room reports/occupancy statistics and maintain an inventory of rooms.

 Receive and greet the guest. The friendly welcome given by the receptionist
to a guest changes an impersonal hotel building into a friendly and homely place,
while his unfriendly, hostile and indifferent attitude may convert the guest experience
into an unpleasant and uncomfortable stay. If Front Office is the ‘Hub’ of the hotel
then the receptionist can be aptly called the person who keeps the hotel world
moving.

 Sell higher priced rooms and other hotel facilities through trained
salesmanship and assign rooms.

 Help room service and telephone departmentally to racks.

 Handle scanty baggage diligently.

 Know color codes used in reception.

 Know room history, namely location, kind, rate, theme, if any, and the view
each room commands.

 Set up and posts the guest accounts in small hotels.

 Deal with cash, credit cards, and checkouts and perform cashiers function in a
small hotel.

 Provide safekeeping for guest valuables.

 Deal with complaints and emergencies.

(iii) Information Assistants

 Distribute room keys to registered guests in the hotel when the arrival errand
card is presented.

 Answer incoming calls for guests and report all messages.

 Handle all guest mail, information, parcels, telegrams as per laid down
procedures Answer queries on house facilities and places of tourist interest.

 Keep information aids like time-table, road maps, hotel guide, etc.

 Help in paying guests.

 Receive and give information.

 Maintain log for guest and staff information.

 Maintain guest racks alphabetically.

 Sell hotel facilities through trained salesmanship.

 Sign departure errand cards in acknowledgment of receipt of room key from a

departing guest.

 Report keys not retrieved or lost to the front office manager at once.

 Maintain close contacts with housekeeping, engineering, lobby, food and

beverages, and other coordinating departments.

Job Qualifications for above-mentioned positions

Minimum Educational Qualification: Graduation/high school with preferably a
craft course in reception and book-keeping/hotel graduates.
Experience Required: Nil, at the time of entry. One month’s departmental training.
6) Night Manager
 Supervises the operation of the hotel through the night.
 Represents management when decisions must be made during these hours.

 Answers inquiries concerning hotel services and facilities and deals with
complaints.

 Maintains the reputation of the hotel by refusing or ejecting undesirables.

 Assists cashiers with questions of credibility.

 Dispatches security officers to investigate disturbance or investigates himself.

 Receives articles and maintains a ledger of articles turned-in for the Lost and
Found Department.

 Maintains logbook noting unusual occurrences.

 Checks function board for accuracy.

 Keeps a close watch on night clerks.

7)Night Clerk
 Registers and assigns room to guests.

 Gives and receives keys-maintaining a “key control”.

 Answers inquiries over the telephone and in-person pertaining to hotel

services and registration of guests.

 Arranges for room changes as necessary.

 Makes and confirms reservations received in person, over the phone, or over
teletype machine.

 Balances room revenue with night auditor.

 Completes numerous reports for management analysis through the following

procedures. Prepares night clerks summary, three days, seven days, or fifteen days
forecast, and VIP list.

 Verifies guest origin and source of business on previous day check-out cards.

 Completes reports on the geographical surveys.

 Checks the room racks against the information board (Concierge) and
telephone operator’s board for omissions and sleepers.

8) Bell Captain
Job Summary -To organize, supervise, and control all lobby services to guest
satisfaction in a shift.
 Job Specification
 Supervise the lobby attendants. Control their movement and activities on the
lobby attendants control sheet.

 Take attendance and prepare staff schedules to meet exigencies of work.

 Advise the assistant manager-lobby periodically on the performance of lobby

attendants, and at times provides information to the guest.

 Attend to guest complaints and handle telephone calls in the absence of

assistant manager-lobby.

 Handle left luggage formalities and maintain the baggage checkroom.

 Train lobby attendants to maximize departmental efficiency.

 Organize and supervise check-in/out baggage formalities of groups, crews,

etc. Control the sale of postage stamps and stationery to guests.

 Maintain a record of all guests with “scanty baggage” and inform assistant
manager lobby and front office.

 Assist security in lobby surveillance.

 Conduct daily briefing of lobby attendants.

 Co-ordinate and control the distribution of morning newspapers.

 Supervise the storage of essential medicine prescribed by the house doctor

and be accountable for the issues made. Keep lobby clean at all times.

 Keep baggage neatly and orderly at the specified places.

9) Bell Boy and Night Porter

The night porter will specifically take care of the cleaning of walls, carpets, furniture,
etc and may also take charge of some snacks and hot and cold beverages service in
a small hotel to make sure that the doors, windows, etc. are closed at a specific time
and also make a note of all the midnight and early morning departure rooms so that
properly their luggage may be handed.
Job Summary To execute porter and other lobby services as determined by the
management during the day and night shift.
Job Performed
 Report to bell captain.

 Handle guest arrival.

 Take the baggage from the car in the porch/gate to the room.

 Escort the guest to the room on arrival.

 Place the baggage in the room, on the luggage rack.

 Explain the operation and control of light switches/air-conditioning etc. to the

guests and switch them on.

 Handle departure of the guest (through use of departure errand card).

 Under instructions from bell captain bring the baggage down from the room on
departure. Check the room to ensure that the guest has left no articles in the room
by mistake.

 Switch off all lights and air-conditioning.

 Obtain clearance from the front office cashier on the errand card regarding the
bill i.e. paid/signed by the guest.

 Ensure the collection of keys from guests at the time of check out and obtain
clearance from the information section.

 Check for mail, messages for departure guests and, if available, collect and
give mail or messages to departing guests.

 Take the baggage and place it in the car at the porch/gate.

 Handle errands requested by guests and front office staff.

 Track/keep eye on unwanted guests in the hotel.

 Attend the instructions of the supervisor.

 Handle baggage of guests when they are shifting to another room.

 Distribute newspapers to guest rooms and selected offices.

 Keep the lobby area clean and clear to ensure smooth traffic flow.

10) Page Boy

Job Summary – Welcomes guests, opens/ closes the front entrance doors. Assists
guests in elevators.
Key Responsibilities –

Stations himself at the side of the main door along with the doorman; opens and
closes lobby door for guests and assists them.
Pages guests in the lobby.
 Performs any other duties as may be assigned, usually all duties of bell boy or
porter.
Minimum Requirements – Ability to communicate in English. Pleasing personality.
11) Concierge
It is a French word and as per dictionary, the word means doorkeeper-porter. The
word also refers to hospitality. In some hotels in India, it is used in a more broad
sense and refers to a person who has a desk called ‘The desk of concierge’ which is
in the lobby of the hotel. It is an extended arm of ‘Information counter’ and provides
all that information when longer interaction with a guest is needed, such as planning
itinerary, etc. The concierge may also handle room keys and does paging of guests
Calls guests (after they have been roomed) to ask whether they require any
immediate service.
Job Specification

 The concierge can be called as a ‘Man-about-town or ‘Mister-know-it-all’.

Unusually resourceful and knowledgeable about the hotel and the surrounding.

 It should be equipped with brochures, travel facilities information, sightseeing.

shopping and other such things for providing assistance to the guest.

 He is required to make airlines booking, taxi booking and planning of

itineraries etc. for guests and offers accurate and informative facts and opinions to
the guests

 . Serves as guest’s liaison with hotel and non-hotel services.

 Provides a personal approach to guest services Takes charge of all packet/

tickets for guests and ensures follow up.

 Prepares daily summary reports and checks daily mom position of suites.
Introduces and sells all hotel services and facilities to the guests.

 Reviews and follow up any incidents and complaints of guests and

coordinates with guest services manager.

 Coordinates with airlines and reconfirms the departure details of the ‘crews’
and arranges for transport for them.

 Arranges for hotel doctor as and when required

 Maintains an up to date “LOG BOOK “

 Arranges welcome drinks for all arriving groups and ensures that these drinks
are served promptly.
 To have a complete understanding of policies and procedures relating to fire,
hygiene, health, and safety.

 To have a complete understanding of the hotel employee’s handbook and

adhere to regulations contained within the book.

12) Doorman/Commissionnaire/Link Man/Carriage Attendant

Job Summary.
To greet guests upon arrival and welcome them.
To bid farewell upon departure and thank all the guests.
His place of duty is outside the main entrance of the hotel
Responsibilities
 First staff to greet the guest in a hotel.

 Calls taxis for guests and flags down the meter to ensure maximum
guest satisfaction.

 Opens doors of arrival cars and taxis and greets and welcomes guests with a
smile.

 Brings umbrella if needed.

 Checks baggage before the car or taxi leaves.

 Ensures smooth traffic flow in the porch and ensures that the porch is always
clear.

 Provides other information about the hotel and city. No information should be
given unless appropriate and correct.

 Calls for cars parked in the basement.

 Keeps the keys of incoming guest car orderly.

 Checks taxis to ensure that the guest has not left any belongings.

 Should know driving to assist the guest in case of an emergency.

 Performs any other duties as may be assigned.

 Responsible for the cleanliness and orderliness of the front area of the hotel
and around it.

 Checks the luggage out pass before allowing the bell boy to load the luggage
in a car or taxi at the time of departure and maintains a car register.
13) Guest service executive
Responsible for guest services such as hell desk, concierge desk and guest
transportation and ensures the smooth running of these areas.
Key responsibilities-
Prepares duty schedules for the above area staff and supervises their routine and
special work. Keeps information folder updated and keeps the GR. cards and room
keys of pre-registered guests ready. It also looks after the training program for new
staff. Handles complaints. Keeps an eye on the tidiness of the lobby area. Prepares
daily summary reports and circulates them to EAM, and F .O.M., etc. Ensures that
amenities are sent in time to the VIP rooms prior to their arrival. Meets and escorts
VIP to their room at check-in.
14) Crew coordinator
Responsible for keeping the crew lounge clean and ensures that all services are
planned and he is in constant touch with the crew to answer their queries Helps them
to arrange sightseeing, tours, and shopping for crew and group members and
handles their complaints and suggestions. Ensures their ‘Wake up call’ are given on
time. It also ensures that the ‘crew rooms’ are blocked before their arrival and am
ready on time. Keeps liaison with crew members. He is responsible for the
necessary equipment in the crew lounge.