1

SHERATON GRAND
BENGALURU WHITEFIELD HOTEL &
CONVENTION CENTRE
PROJECT REPORT
2019-2020

SUBMITTED BY:- VIKAS MISHRA

ROLL NO.:-1841302156
BRANCH & YEAR:- B.Sc’s HHA, 2ND
YEAR
 ACKNOWLEDGEMENT 2

I would like to express my special thanks of gratitude to my training

coordinator Ms. Radhika Singh who gave me golden opportunity to this
wonderful project, which also helped me in doing a lot of research and I
came to know about so many new things.
I am really thankful to her.
Secondly I would also like to thanks my parents and friends who helped me a
lot in finishing this project within the limited time.
 INDEX 3

1) OBJECTIVE OF TRAINING vii. ARRIVAL & DEPARTURE PROCEDURE

2) INTRODUCTION viii. GROUP BOOKINGS
3) POPULAR FACILITIES
ix. EQUIPMENTS USED
4) KEY AMENITIES
x. REPORTS TAKEN OUTDAILY
5) HIGHLIGHTS
xi. HIERARCHY
6) OWNERSHIP
7) MARRIOT BONVOY MEMBER xii. LAYOUT OF FRONT OFFICE
8) FRONT OFFICE. 9) SHINE SPA
i. INTRODUCTION i. INTRODUCTION OF SHINE SPA
ii. REQUIREMENTS OF FRONT OFFICE ii. SPA VITAL METRICS
iii. INFORMATION AND RECEPTION DESK
iii. SPA ROOM DETAILS
iv. CONCEIRGE
iv. INVENTORY
v. TRAVEL DESK
v. CHECKLIST OF SHINE SPA
vi. BUSINESS CENTRE
vi. DUTIES & RESPONSIBILITIES
 INDEX 4

10) HOUSEKEEPING 11) ROOM CLEANING PROCEDURES

i. INTRODUCTION i. OCCUPIED ROOMS

ii. TYPES OF ROOMS ii. VACANT ROOM

iii. DEPARTURE ROOM
iii. GUEST ROOM OVERVIEW
12) DUTIES & RESPONSIBILITIES
iv. REGISTERS MAINTAINED IN HOUSEKEEPING
i. EXECUTIVE HOUSEKEEPER
v. BRIEFING
ii. LINEN ROOM ATTENDENT/ ROOM MAID
vi. ROOM AMENITIES
iii. FLOOR SUPERVISORS
vii. BATHROOM AMENITIES
iv. LINEN ROOM
viii. BUSINESS & VIP AMENITIES
13) LAUNDRY
ix. CLEANING AGENTS i. LAUNDRY INTRODUCTION
x. CHEMICALS USED IN HOTEL ii. FUNCTIONS OF LAUNDRY
xi. HOUSEKEEPING REPORT & DESK WORK 14) PEST CONTROL
xii. HOUSEKEEPING STAFF HIERARCHY i. TYPES OF PEST CONTROL
xiii. HOUSEKEEPING LAYOUT 15) CONCLUSION
OBJECTIVE OF TRAINING 5

To To learn the
encourage things to
and promote how the
self hotel runs

To
To improve
understand
inter-
the
personal
operation of
skills
the hotel
 INTRODUCTION 6
 Sheraton Grand, Bengaluru Whitefield Hotel and Convention Centre is the best
destination for meetings and events. The hotel and convention centre provide guests
access to Restaurant, Bars and multiple meeting venues.
 It is loacated within an hour from the Kempegowda International Airport and in walking
distance to the Manipal Hospital.
 Some rooms boast a variety of upgrade, such as charming terraces ,exclusions study
rooms, and the spacious bathroom consists of a rain shower and a bathtub.
 The hotel offers a selection of fine dining and multicuisine restaurants like feasts where
guests can choose from an exhaustive wine list or indulge in a relaxed. INAZIA offers a
Pan-Asian cuisine while CHIME is a lobby bar. Upper cut, a bespoke grill and barbecue
restaurant offers premium steaks , fresh sea- food and free- range poultry .
 The Sheraton Grand Bengaluru Whitefield Hotel & Convention Center is the city’s
largest premium meeting and conference destination.
POPULAR FACILITIES 7

SWIMMIMG POOL

FITNESS CENTER

RESTAURANT & BARS

 KEY AMENITIES 8

• Deluxe Room, 1 King Bed, City View

1 • Deluxe Room, 2 Twin Beds

• Room, 1 King Bed, Pool View

2 • Room, 2 Twin Beds, Pool View

• Club Room, 1 King Bed, Business Lounge Access

3 • Deluxe Suite, 1 King Bed, Business Lounge Access

• Junior Suite, 1 King Bed, Business Lounge Access

4 • Presidential Suite, Business Lounge Access
 HIGHLIGHTS 9

The hotel is surrounded with multinational IT companies and is close to ITPL,

EPIP & Prestige Shantiniketan. It is well connected to Outer Ring Road.

It is the city’s largest premium meeting and conference destination and

features 6072sq. meters of total function space.

Guests can book online, earn Marriott Rewards and redeem using their
Starwood Preferred Guest.
 OWNERSHIP 10

REZWAN NOAMAN
RAZACK RAZACK
JOINT MANAGING WHOLE TIME
DIRECTOR DIRECTOR

FAIZ ZAYD
IRFAN RAZACK REZWAN NOAMAN
EXECUTIVE DIRECTOR
EXECUTIVE DIRECTOR
CHAIRMAN & CONTRACTS &
PROJECTS CMD’s OFFICE
MANAGING
DIRECTOR

ZAID UZMA
SADIQ IRFAN
DIRECTOR
EXECUTIVE DIRECTOR CORPORATE
LIASONING &
COMMUNICATIONS
HOSPITALITY
MARRIOT BONVOY MEMBER 11

1 to 9 nights – base member

 10 nights- silver member
 25 nights- gold member
 50 nights- platinum member
 75 nights- platinum titanium
 100 nights- platinum ambassador
FRONT OFFICE 12
 INTRODUCTION 13
 It is one of the departments, which is in direct contact with guest.
 When the guest arrives, after the gateman, The Staff at the reception is the
second person he/she interacts with various kinds of people come in and go
out but what kind of impression do they carry along, in what matters is the
Hotel.
 Front Office staff plays a major role in improving or spoiling the Hotel’s
impression.
 Cleanliness and hygiene standards have to be maintained, as well as skill in
public relation is a necessity.
 For smooth functioning, proper allocation of rooms, front office staff is
required to be thorough with the entire lay out and plan of the Hotel.
REQUIREMENT OF FRONT OFFICE
14
JOB PERSON’S
Friendly, helpful and patient.

Good communication and interpersonal skills.

Able to record information accurately.

Able to project a professional manner at all times.

Flexible and resourceful.

Able to stay calm in difficult situations.

 INFORAMTION AND RECEPTION 15
DESK
 The information & reception desk of the Front office works round the
clock to provide the guests every assistance at any hour of the day to make
their stay as comfortable as possible.
 It is mainly concerned with providing any assistance that the guests may
need about the Hotel or any other.
 The reception counter is the place where the guest is usually checked into
the hotel and is handed over his room key.
 So, we can stay that it is the place where room is actually ‘Sold’ and so it
easily becomes the most important place n the front office.
 It operates 24 hours a day and a guest can check in at any time.
 CONCIERGE 16

 The concept of concierge is a very new & upcoming concept

in the hotel industry.
 It has taken ones a lot of workload from the Information
section of the front office.
 The word” concierge has been derived form the French word
‘concierge’ meaning “Care Taker”.
 This section thus takes care of every need & requirement of
the guests. It is like ‘magic counter’ for the guest where they
can get arranged any & every possible requirement.
 TRAVELDESK 17

 This is another important section that the

concierge takes care of. It provides the guest
all possible travel facilities.
 Its main functions include:-
I. Reservation of tickets.
II. Reconfirmation of reservations.
III. Cancellation or Amendments trips &tours.
 BUSINESS CENTRE 18

 The business center of the Hotel is a very well

equipped area measuring 1887sq.ft.
 It is the only place a guest can think of to satisfy their
business need. Be it an important fax to be
transmitted a secretary urgently required to take
dictations for an important letter to be typed or a
Board Room to conduct his meeting, it is the Business
Centre which fulfils his/her secretarial needs.
 It has a work area with a fax room 3 board rooms &
lawyer’s library.
 19

ARRIVAL
AND
DEPARTURE PROCEDURE
 ARRIVAL PROCEDURE 20
 Registration
 Rooming functions
 Front office staff carried out following steps:
a) Gathering all the important information in detail at the time of reservation and
registration enhances the front office ability to satisfy special guest needs.
b) Front office staff clarifies the nature of the guest.
c) Front office agent describes hotel room, rate and hotel services,
d) They monitor the financial transactions between the hotel and guest.
e) Arriving guests may or may not hold reservations. Those with reservation are
handled quickly because the information is already in the computer.
 DEPARTURE PROCEDURE 21

 Front office staff carried out following steps.

A. Check for mails, messages, and taxes.
B. Check for safe deposit box, or in-room safe keys.
C. Post all outstanding charges.
D. Verify account information.
E. Inquire about additional recent charges.
F. Present the guest folio for guest signature.
G. Verify the method of payment.
H. Process the account payment (i.e. zeroing out the account).
I. Update the room status.
 GROUPBOOKINGS 22

 A group representative, a member of the travel agency or the tour operator, not individuals, shall
communicate group reservations request to the hotel’s marketing department.
 Upon availability, the hotel’s reservation department shall block the requested number of rooms for this very
group.
 The Hotel shall give a deadline for the group, in order to receive their final list. That deadline is called Cut-off
Date.
 After receiving the final list, the reservation department shall change the desired number of rooms status
from blocked to booked (or reserved) rooms, and release the remaining rooms (if any left) as vacant.
 If the hotel did not receive the final list by the cut-off date, then the reservation department has all the right to
cancel the group reservation and release all the initially booked rooms into vacant rooms. However,
management shall use this right with precautions especially when it comes to groups reserving from travel
agencies and tour operators of which the hotel is frequently operating.
 EQUIPMENT’S USED 23
 Room Rack: It is an array of metal file pockets designed to hold room rack slips (registration
records) that display guest and room status information. One glance at the room rack will
immediately inform front desk agent of the occupancy and housekeeping status of all rooms.
 Key Rack: It is an array of numbered compartments used to store guest room keys.
 Reservation Rack: A series of pigeonholes where cards are put to show which room have been
booked.
 Information Rack: It normally consist of aluminums slots designed to hold guest information
slips which consist of guest name and room number. It is use to assist front office employees
with proper routing of telephones calls and mails.
 Folio Tray: It is a bucket where the guest folio are stored and arranged by guest room number.
 EQUIPMENT’S USED 24

 Accounts posting machines: It is used to post, monitor, and balance charges and
credit guest accounts.
 Telephone Equipment’s: It consists of call accounting system, automatic call
dispensing, fax machine, call detection and wake up calls.
 Credit card imprinters: Imprinters press a credit card voucher against a guest
credit card.
 Magnetic Strip Reader: It reads data magnetically encoded and stored on the
magnetic tape strip on credit card.
 EDC: Electronics Data Cash Register helps in validating or scrutinizes the
authenticity of the credit card given by the guest in time of check in and check
out.
REPORTS TAKEN OUTDAILY 25

 VIP Arrivals
 Guest List
 In house VIP guest
 Event for the day
 DIR (Daily Information Report)
 Total Occupancy of hotel
 No. of Room Sold
 No. of room available
 ARR ( Average Room Rate)
 REV.PAR
 Total Revenue
 Total Room Revenue
HIERARCHY 26
LAYOUT OF FRONT OFFICE 27
SHINE SPA 28
 29
INTRODCUTION OF SHINE SPA
• Shine spa Praised for its signature services, ‘Shine Spa’ at
Sheraton Grand Bengaluru has tailored services to take
your relaxation quotient to next level.
• It’s a paradise for body spa enthusiasts, reinventing and
revolutionizing the meaning of service and experience for
spas in Bengaluru.
 SPA VITAL METRICS 30

 Points of sales system or software “Book 4 time”

 Spa size in square feet .5000sq ft.
 Estimated annual revenue – Rs 28,000,00/-
 Primary product line used in treatment “Thalgo” used in facial
 Primary product line used in treatment “love lake ”spring pond” frozen rive” used in
massage oil.
 Spa e-mail id - 03809spa@sheriton.com
 No of employees-06 only
 No. of beauty station – 03
 No. of treatment room -05
 SPA ROOMS DETAILS
31

 3 Single room  Brand –SHERATON HOTELS ANS

 1 Couple room RESORTS
 1 Abhyanga room  Account no.-1BWQC
 No. of changing room-02  COUNTRY- INDIA
 1 male changing room  MARSHA CODE—BLSRW
 1 female changing room
 Name of spa-Shine spa
 No. of relaxation lounge-02
 1 male relaxation room
 1 female relaxation room
 Time of shine spa-7:00 A.M. TO 11:00 P.M.
 Spa open date -3 April 2018
 INVENTORY 32
S.NO. NAME OF PRODUCT STOCKS
1 Deep George Brightening Body Scrub 03 Nos
2 Deep George Brightening Body Shampoo 03 Nos
3 Deep George Brightening Body Conditionor 03 Nos
4 Love Lake Massage oil 03 Nos
5 Love Lake nourishing body scrub 02 Nos
6 Love Lake nourishing body souffle 03 Nos
7 Love Lake nourishing body splash 02 Nos
8 Love Lake nourishing body wash 03 Nos
9 Spring pond body massage 03 Nos
10 Spring pond body anti-dandruff shampoos 03 Nos
11 Spring pond body anti-dandruff conditionor 03 Nos
12 Spring pond body clarifying face wash 02 Nos
13 Frozen river massage oil 02 Nos
14 Frozen river glowing face wash 03 Nos
15 White rain moistuirizing body soap 03 Nos
16 White rain moistuirizing body souffle 03 Nos
17 White rain hand & foot balm 03 Nos
18 Gentle cleaning milk 500ml 02 Nos
19 Revivng marine mist 02 Nos
20 Beautifying tonic lotion 02 Nos
21 Express makeup remover 01 Nos
22 Perfect matte fluid 01 Nos
23 Foaming micellar cleaning 01 Nos
24 Nutri smoothing cream 01 Nos
25 Gentle cleaning milk 200ml 05 Nos
26 Gentle Exfoliater 01 Nos
27 Exfoliating lotion 03 Nos
 CHECKLIST OF SHINE SPA 33
• Set up spa reception area
• Amenities to check at changing room.
• Open all the spa doors • Diffuser to on.
• Sign cash register • Check tissue roll.
• Set up the retail area • Set the locker.
• Open book4time and accept cash register • Treatment room
• Check the flower at urli • Bed to set up properly.
• On all the diffuses • Amenities to check.
• Check the emails • Check the flower at urli.

• Laundry bin to check • Room to be clean.

• Change the foot mat if its dirty • Relaxation lounge or room

• To set up properly, should be always prepared for show
• On the steam and check whether its is working or not
round.
• Amentias to check at changing room.
• Pantry and store
• Check tissue roll.
• Pantry to be always set properly by every shift.
• Set the locker.
• Morning shift to clean leftover laundry from last night,if
• Ladies lockers
its busy.
• Laundry bin to check.
• Afternoon shift to clean laundry and if its not busy.
• On the steam and check whether it is working or not. • Every shift to check to maintenance raised G.X.P..
 DUTIES & RESPONSIBILITIES 34
 Repot to duty on time with proper grooming and uniform.
 Attending the briefing on time and notting the important points which are discussed.
 Escorting the guest and transport their luggage to the room.
 Handing the luggage of the guest and putting check-in and check-out tags on the luggage.
 Registration card update.
 Record all the transaction of guest luggage , parcels in the control register.
 Making of tags for the luggage of guest , which is kept for storage.
 Greeting and welcoming the guest and guiding them to the front desk.
 Following the guest request.
 Uses proper telephone etiquette
HOUSEKEEPING 35
 INTRODUCTION 36
 “Housekeeping“ literally means “keeping the house in order in terms of cleanliness,
Hygiene and everything else that goes along with this.”
 The Role of this department is vital in any star rated hotel. It is the Backbone of the hotel.
Cleanliness of the lobby the Rooms, the restaurant and Corridors and the name a few is the
responsibility of the House Keeping Department.
 The whole operation is split between 3 shifts-Morning , evening & Night. The
responsibilities of the morning shift includes collecting laundry, replishing of guest supplies
in rooms and of course, cleaning of both occupied rooms as well as those vacated. By, guest
in terms of change of linen, vacuuming the carper, sterilization of glasses, disinfecting the
bathrooms, etc.
 The staffs also have to check for any missing or damaged items. The evening shift is
entrusted with the task of delivering guest laundry, attending to any guest request and also,
the evening service of room night shift is responsible for the thorough cleaning of the
public area, A schedule is made at the beginning of each month.
TYPES OF ROOMS 37

NO. OF
SR. NO. NAME OF ROOMS
ROOMS

1 DELUX ROOMS 149

PREMIUM POOL VIEWS

2 ROOMS
93

3 SHERATON CLUB ROOMS 79

4 DELUXE TERRACE SUITES 7

5 JUNIOR SUITES 19
JUNIOR SUITES AND
6 KITCHEN
8

7 EXECUTIVE SUITES 4

8 PRESIDENTIAL SUITE 1
 ROOMS 38

DELUXE ROOM KING BED JUNIOR KITCHEN SUITE

 ROOMS 39

CLUB LOUNGE ACCESS DELUXE ROOM TWIN

SUITE, 1KING
 ROOMS 40

POOL VIEW KING BED POOL VIEW TWIN BED

 ROOMS 41

SHERATON CLUB KING SHERATON CLUB TWIN

BED BED
 ROOMS 42

DELUXE SUITE JUNIOR SUITE

 ROOMS 43

EXECUTIVE SUITE PRESIDENTIAL SUITE

 GUEST ROOM OVERVIEW 44
 Our360 Guest Rooms, including 39 suites, offer compelling views of the
garden city.
 Our rooms have High Speed internet Access and a 48” LED flat screen
television.
 The Sheraton Signature Sleep Experience ensures a refreshing rest.
 Each spacious bathroom comprises a rain shower and a bathtub.
 Club guests also have special access to the Sheraton Club Lounge on the
sixth floor.
 The Club Lounge features breakfast, afternoon hoerd’oeuvres, and a variety
of beverage options
 REGISTERS MAINTAINED IN THE
45
HOUSEKEEPING
 Departure register:- To keep track of change of status of guest rooms from dirty to clean for re-selling. It also acts as
a control book for checking mini bar consumption
 Room status report:-Show the list of all room in the hotel with their current room status.
 Guest call registers:- To note down any relevant messages pertaining to guest rooms and adjoining areas.
 Control desk checklist:- To keep track of all keys, key cards.
 Breakage Register:- Any breakable item found damaged/ broken or that opts damaged/ broken while handling is duly
recorded in this register.
 Lost and Found register:- Any personal item/ article of guest found anywhere in the hotel premises is recorded in
this register with the relevant details.
 BRIEFING 46
 Briefing is the important part of every department and it needs to be conducted by the Executive Manager
or Supervisor.
 In briefing attendance of the employees and trainees is marked.
 Then a detail information is given regarding the Occupancy percentage, Arrivals, Departures, ARR,
Rooms status, etc.
 Any log messages for the day are discussed mentioning special request by the guest, complaints by the
guest, any extra services, etc.
 Extra cleaning for the day and briefing point is discussed.
 The Medallia cards are read which mentions the guest feedback about the hotel services and the staff is
appreciated for their work.
 At allocations of trainees is done.
 At last the allotment of trainees and staff.
 Staff given particular floor and trainees for their help.
ROOM SUPPLIES
47

AND
VIP AMENITIES
GENERAL ROOM SUPPLIES 48

AND ROOM AMENITIES

A. Alarm clock
B. Bottled water: Complimentary
C. Coffee maker/tea service
D. Crib/Play Yard
E. Electrical adapters
F. Individual climate control
G. Iron and ironing board
H. Luxurious bedding - down comforters, custom
duvets, cotton-rich linens
I. Mini fridge
J. Pillows: down/feather
K. Rollaway bed
L. Safety lockers
M. Plug In Panel
BATHROOM SUPPLIES 49
A. Bathrobe
B. Bathroom supplies
C. Bathtub & whirlpool
D. Bathtub with spray jets
E. Hair dryer
F. Separate tub and shower
G. Whirlpool
H. Mouthwash
I. Dental kit & shaving
J. Toilet roll
K. Loofah
L. Shower cap
M. Shampoo, conditioner body wash, body lotion.
 BUSINESS AMENITIES &
VIP AMENITIES
BUSINESS AMENITIES
 Electrical outlet: desk level
 Phone feature: cordless
 Phone feature: speakerphone
 Phone feature: voice mail
 Two-line phone
50
VIP AMENITIES
 Fruit basket
 Dark fantasy cookies
 Farm light cookies
 Beer (Heineken, Kingfisher, Beera)
 Whisky(Black lable, Ballantine)
 Wine(reserve ,cuvee, cabernet shiraz
 CLEANING AGENTS 51
Apart from water and regular detergents, the housekeeping staff also uses cleaning chemicals, which are often available in the
form of liquids, blocks, and powders.
 Water − It is the most commonly used medium for cleaning and rinsing. The housekeeping staff needs to use only soft water because hard water
cannot dilute detergents properly.
 Bathroom Cleaners −They come in liquid form for easy cleaning. They clean, descale, and disinfect the bathroom walls, bathtubs, bathroom
flooring, sinks, and showers.
 Clean Air Sprays −They are best for freshening the hotel corridors, washrooms, bathrooms, and reception areas. These sprays remove the
pungent smell of tobacco, smoke, and organic wastes.
 Surface Sanitizers −They often come in the form of liquid concentrate. They are water-based and sanitize the surfaces without damaging their
appearance.
 Toilet Blocks −They deodorize the toilets and leave them with a fresh smell. They come with two variants: continuous action and instant action.
 Toilet Cleaners −They are available in liquid form containing strong hydrochloric acid. They remove stains and plumbing scales easily, and
restore the shine of their surface.
 Carpet Cleaning Agents − Cleaning and maintaining the carpets are important tasks of hotel housekeeping.
i. Soil containment
ii. Vacuuming
iii. Spotting
iv. Restorative cleaning
CHEMICAL USED IN HOTEL 52

AGENT
USED IN AGENT LITERS AMOUNT(RS.)
NAME
SR.NO

1 R1 Bathroom surfaces 5lit 1396

2 R2 All purposes 5lit 1210

3 R3 Glass cleaner 5lit 1624

4 R4 Furniture 5lit 2500

5 R5 Room polish 5lit 1236

6 R6 WC cleaner 5lit 877
HOUSEKEEPING REPORT & DESK WORK
HOUSEKEEPING REPORT
 A housekeeper has to prepare a report known as
the occupancy report in which the current status
of the room is given.
 All the occupied room, vacated room, clear
room, and rooms etc is listed on this report. The
reports is prepared and sent to the reception
thrice n a day.
 Theses reports are then tallied with those of the
reception and the discrepancy report is then
prepared basically to known latest position of
the rooms.
 The report must have the signatures of the
supervisor who prepares and sends the report
down to the front office.
53
HOUSEKEEPING DESK WORK
 The supervisor at the housekeeper’s desk
has to do all the paper work of the
department.
 The floor supervisor give him or her the
general complaints on the phone.
 Complaints regarding the roos on various
floors.
 Also the complaint in public area and all the
areas and all the areas under the
housekeeping department then he writes
them down the complaints register and also
flies in the complaints slip which is sent to
the maintenance department on a daily basis.
HOUSEKEEPING STAFF HIERARCHY 54
HOUSEKEEPING LAYOUT 55

EXECUTIVE
HOUSEKEEPER SOLIED SECTION OF
LINEN

GUEST LAUNDRY
HOUSEKEEPING
DEPART.
LAUNDRY MANAGER

LINEN & UNIFORM LAUNDRY

ROOM
 56

ROOM
CLEANING
PROCEDURES
 OCCUPIED ROOM 57
 Alloccupied rooms are serviced twice daily and as and when requested by the
guest.
 Enter the room according to the procedure of entry to guestroom.
 Clear the garbage according to the procedure of removal of garbage from
dustbins.
 Collect the soiled linen and throw in the trolley.
 Make the bed follow the bed making procedure.
 Perform dusting of the room.
 Vacuuming of carpet and the upholstery maintenance.
 Clean bathroom.
 All amenities replenished in bathroom.
 Check all electrical appliances are working in condition.
 VACANT ROOM 58
 Room has to be spic and span at every given time.
 Knock the door.
 Switch on all lights.
 Open heavy and sheer curtains.
 Remove turn down service.
 Put bed cover.
 Mop bathroom flooring with disinfectant.
 Vacuum the carpet if necessary.
 Close sheer curtains.
 Put of all the lights.
 Give final looks and shut the door.
 DEPARTURE ROOM 59
 Departure rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. Guest
leftover items to be deposited at housekeeping control desk as lost and found.
 Knock and enter the room.
 All drawers and cupboards are checked for any lost and found of guest.
 All dustbins are cleared of garbage.
 Soiled linen to be removed.
 Bed is made according to procedure for bed making.
 Dusting of room is done.
 Vacuuming of carpet.
 All glassware and ashtrays have to be cleaned.
 All guest amenities are placed.
 Bathroom is clean according to procedure.
 Place bathroom amenities
 60

DUTIES
&
RESPONSIBILITIES
 EXECUTIVE HOUSEKEEPER 61
 Organize ,supervise, and coordinate the work of housekeeping personal on a day to day basis.
 Draw up duty roasters and supervise the discipline and conduct of her staff.
 Assure proper communication within the department by conducting regular meeting with all personal.
 Hire new employees ,personal interview of new employees like:- face to face conference or video call.
 Motivate her staff and keep their morale high.
 Organize maintenance and repair of guestroom.
 Ensure the provision of proper uniform for the hotel staff.
 Check the reports field and the registers maintained
 Maintain a time log book for all employees within the department .
 Offers suggestion to the HR department concerning selection ,requirement ,replacement, duty alteration and so
on .
 LINEN ROOM ATTENDANT /LINEN 62
ROOM MAID
 Issue clean linen on a clean for soiled basis.
 Place soiled linen in containers and send these to the laundry.
 Send torn articles to the slam stress for repair.
 Maintain proper records of discards and determine the percentage of discards .
 Shelve laundered linen after verifying the number and types of articles.
 Be responsible for sorting all the sheets pillowcase, towels, table clothes,napkins,
and so on into separate stacks.
 FLOOR SUPERVISORS 63
 Issue floor keys to room attendants.
 Supervisors spring cleaning.
 Report on maintenance work on her floor.
 Coordinate with room service for cleaning .
 Maintain per stock for the respective floors.
 Coordinates with the FO manager check the scanty baggage.
 Check the floor pantry each floor.
 Prepare the associates duty roster and interns roaster.
 Immediately report any safety or security department or the management.
 Supervise the handling over of soiled linen to the laundry and the requisitioning of fress
ones from housekeeping.
 LINEN ROOM 64

 It is one of the most important sections in the HK.

 All the departments depend on the linen room to get their
linen and uniforms are laundered.
 Linen Room supervisors heads the linen room.
 The soaked linen is collected & counted in front of House
Man for the right count.
 The damaged and badly stain linen is kept aside. Warning
is issued to the person responsible.
 The description of soiled item, soiled count, clean linen
received, balances and other rack is entered in linen
exchange slip. Clean linen is given in exchange against the
number of soaked linen.
LAUNDRY 65
 LAUNDRY INTRODUCTION 66

 InSheraton hotel there is a big Laundry five big washing

machines and four small washing machines are their.
 In laundry there is Calendaring Machine also which is used for
pressing, ironing bedsheets, napkins etc.
 Hydro extractor is also their which is used for removing all
moisture from the linen .
 Dry cleaning is also their in laundry.
 FUNCTIONS OF LAUNDRY 67
 Washing and ironing of soiled uniforms and linen.
 Laundering of guest clothes as per preferences.
 Collecting the guest laundry from the rooms and again delivering the same to respective
rooms.
 Issuing fresh linen against soiled to housekeeping and service departments.
 Storing of new linen required of service and issuing when needed.
 Issuing off fresh uniform to the employees according to the number.
 Issuing of fresh uniform to the trainees.
 Operate the various ironing machine.
 Collecting the soiled uniform and taking it to laundry gor cleaning.
 Maintaining various register and handling calls from guest room and various
departments.
 PEST CONTROL & TYPES 68
Pest are enemy to human beings keeping down pests ,or pest control ,is important because
pests cause disease and discomfort .Pests are usually such ubiquitous organisms in nature that
they away attack the cleanest of establishments .
The housekeeping department plays an important role in detecting the presence of pests in or
around the establishment and organizing their control or eradication.
 TYPES OF PEST CONTROL
i. Insects such as cockroaches, termites, beetles and fleas.
ii. Arthropods such as mites , ticks and some spiders.
iii. Microbial organisms such as bacteria.
iv. Weeds that is, any plants growing where they are wanted.
v. Mollusks such as snails, slugs and slip-worms.
 CONCLUSION 69

 When I first began my Industrial Training but went by ever so quickly and
have left me craving for much more. I would have to say that it is an
absolutely fabulous part of the curriculum and perhaps will remain the most
memorable
 Needless to say that this experience was a highly enriching and educative
one as I went one department to another and met and got the opportunity
train under several highly respected senior professionals. I learned that
every individual is different and that everyone has something unique to offer
1 learnt that every Job Yu to sources and its value and that no job is superior
to the other. I learnt that this is just the Her one needs to constantly improve
and improvise. I learnt hat beginning of a long road ahead…
 70

THANK
YOU