1. Explain the personal attributes of housekeeping staffs?

 Personal hygiene: The staff must take a regular bath and must have clean hair, manicure
figure nails, clean hands and feet, and body or mouth odor should be present. Any
transferable diseased must be reported immediately.

 Personal grooming: Housekeeping staff would be normally uniformed hence each staff
member must ensure his/her uniform is crisp, clean and well ironed. Lady staff must wear
light makeup and restrict their jewelers, a soft cologne is preferred. Hair must be tied in a
bun.

 Honesty: Honesty is the best policy and it is a very essential attribute. For housekeeping
staff as they have access to all guest bedrooms, sometimes guest belongings, either
valuable or invaluable are often found lying around the room which may arouse
temptation.

 Eye for detail: This attribute enables housekeeping staffs to take note of the minute
details in any given area. This term means that the person has a sharp eye to detect things.
It is a view of this competency that women are selected as housekeepers and it is
presumed that women acquire a greater eye for detail from their role at home.

 Courtesy: It is a hallmark of the hotel profession which is used within the staffs and
towards guests. Courtesy is a nature and sign of one’s desires to please to those with
whom one comes in contact with. Courtesy must be spontaneous and genuine manner but
not a technique. Being courtesy not only makes operation smooth but also enhances
relationships
.
 Tact and diplomacy: Often guest may request for facility and service that are outside the
management policy. It takes a lot of tact and diplomacy to decline without hurting a guest
feel.

 Physical fitness: Most work in housekeeping is manual. A housekeeping member on duty

is on his /her feet on almost continuously. It would require sturdy physical built to cope
with the demand of housekeeping work.
  Cooperativeness: Housekeeping staffs need to be cooperative with all employs from a
different department to achieve efficiency in their work. Very often these attributes help
to create a cozy environment.

 Trustworthy: The hallmark of an expert housekeeper is the commitment to professional,

trustworthy conduct. If they’re working as a live-in maid or cleaner this is especially
important. Similarly, part-time hotel maids and hospital cleaning staff have a key
responsibility that requires a deep level of trust.

 Flexible: Life is never as planned. The best housekeeper is one who will make every
effort to help you and your family succeed.

2. Prepare different forms and reports used in housekeeping department?

 Housekeeping room report: This report lists all the active guest rooms in the hotel and
their current status. The report includes room, room type, room points, housekeeping
status, room status, service type, last cleaned, employee assigned, guest name, VIP level,
loyalty level, arrival date, departure date, number of guests, rate plan, turndown time,
room cleaning time, and preferences.

Room status report

Rm Rm Guest Adult Child Check-in No. of Check-out Turn over Room h/k Housekeeper
no type name nights date occupancy status

 Housekeeping room occupancy report: For properties that like to group their
housekeeping task according to arrival and departures, the Housekeeping Occupancy
report is best to view the those things together. A list of rooms can be provided to the
Housekeeping staff based on the room occupancy for that day. A report can be generated
for the occupied rooms (stay over), rooms expected to check in, check out and those that
are vacant or blocked. The housekeeping department may print these room lists and
schedule the rooms for cleaning accordingly.
 Housekeeping room occupancy report
S.N. Room Booked Un Closed Total From To Average Average Revenue
type booked date date occupancy rate

 Linen room and control sheet: The daily supervision of the work done by the linen room
attendants. The linen room entry book contains daily records of the soiled linen brought
to the linen room from various floors and department as well as the amount of soiled
linen sent to the laundry. There is no duplicate records and is used as a reference. It is
signed and maintained by the linen room supervisor and helps in tracking the day to day
movement of linen. It is a cross checking for the amount received against dispatched to
the laundry.
Linen Room and Control Sheet

S. Item Ope Floor Floor Pant laund Linen Discards Total Discre Curre purchas Closin
N. s ning 1 2 ry ry room pancy nt e g
stoc stock stock
k

 Discrepancy report: The Room Discrepancy Report displays all discrepant rooms - a
listing of all room statuses that are inconsistent with Housekeeping status and Front
office status. The "Sleep" discrepancy reflects that Housekeeping status is occupied and
Front Office status is vacant. The "Skip" discrepancy reflects that Front Office status is
occupied, and Housekeeping status is vacant. That’s why housekeeping department prefer
discrepancy report.
Room discrepancy report

Room Room Room FO H/K FO H/K Occupancy Person

number type status person person status status discrepant discrepant
reason reason
  Room maintenance order slip: In hotels, engineering and maintenance personnel begin
their shifts work by examining the log book for maintenance and work order.
Housekeeping department reports problems to engineering which was reported by guests,
staffs such as HVAC ( Heating ventilation and air-conditioning) problems, faulty
equipment, electrical issues, broken furniture, TV not working etc. Thus, housekeeping
use room maintenance order slip in-order to report the repair and maintenance in hotel.

Room maintenance order slip

 Key control sheet: Key control in hotel is essential to the security of a lodging property.
Guestroom Security locks can be a critical aspect of guest protection. Control of guest
room keys is one of the cornerstones of what hotels must do in order to provide safety to
their guests. The guestroom doors and windows must be fortified to prevent forced entry.
Therefore, key control sheet helps to record and control the key in hotel.
Key control sheet
S.N. Room Guest Borrowed Borrowed Given Returned Returned Received
number name date time by date time by