SOP – Housekeeping – Control Desk Activities

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Housekeeping Control Desk Activities

Housekeeping Control Desk:

  • The Housekeeping control desk is the nerve centre of the Housekeeping Department. 
  • It is the one point of contact for all Housekeeping activities which also controls, co-ordinates and keeps a constant link among the various activities taking place at different locations by Housekeeping staff. And also people associated with Housekeeping within the Hotel premises.
  •  Coordinates with the Front Office for room status. updation and sorting out room discrepancy issues.
  •  Coordinates with the maintenance department regarding guest room maintenance issues.

Registers/reports maintained in the housekeeping control desk:

Departure register:

To keep track of changes in the status of guest rooms from Dirty to Clean for re-selling. It also acts as a control book for Mini bar consumption checking in check out rooms.

Expected Arrival Register: 

Keep track of the arrival of pre-registered guests as regards profile/VIP status, timing, pax, and any special request.

Room Status Report:

Shows the list of all rooms in the hotel with their current room status, ( Eg: Dirt Vacant, Vacant Clean, Dirty Clean, OOO – Out of order, OOS – Out of service, etc. )

Guest call Register:

To note down any relevant messages about guest rooms and adjoining areas.

E.g. Maintenance, requests, special instructions, etc. It helps in keeping track of the completion of the activity and the duration of the same.

Note: Download sample call register tracking sheet.

Mini bar and Laundry Posting Reports:

Shows the list of postings/sales under the revenue head Laundry, Mini Bar, Dry Cleaning Etc.

Control desk checklist:  

To keep track of all keys, key cards, “I need it now” cupboard items, etc. during the changeover of shifts.

Missing item Register:

Any item placed in guest rooms [other than consumable items] found missing in a departure room is recorded in this Register after duly informing the Lobby Manager on duty.

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.

Training Summary questions:

Q1. What is the role of a control desk in the housekeeping department?

Q2. What are the types of reports used in the HK control desk? 

Q3. What are the types of registers maintained in the HK control desk?

Q4. What information does a room status report provide?

Q5. Who is to be reported in case of any missing items in guest rooms?
SOP Number: Housekeeping SOP - 03
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes

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