Housekeeping 1 (Guestroom Cleaning)

MODULE MATERIALS
List of Modules

No. MODULE
MODULE TITLE
CODE
The Definition and Classification of Housekeeping
1 and The Organizational Structure HK 313-1

2 Standards of Ideal Housekeeping HK 313-2

3 Bathroom Cleaning HK 313-3

4 Cleaning, Care, and Maintenance HK 313-4

5 Floor Care, Cleaning, and Maintenance HK 313-5

Guestroom Cleaning, Care, and Maintenance
6 HK 313-6

7 Bed Make-up and Replenishments of Linens HK 313-7

Process of handling Lost and Found Items and
8 Room Keys HK 313-8

9 Mini-Bar in Guestroom HK 313-9

Linen and Laundry
10 HK 313-10
Sanitation in Housekeeping
11 HK 313-11

12 Skills of an Effective Housekeeping Manager HK 313-12

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 78 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
 Process of Handling
Lost and Found Items
and Room Keys

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 79 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
 Process of handling Lost and Found Items and Room Keys HK 313-8
MODULE CONTENT

COURSE TITLE: HOUSEKEEPING 1

MODULE TITLE Process of handling Lost and Found Items and
Room Keys

NOMINAL DURATION: 5 HRS

SPECIFIC LEARNING OBJECTIVES:

At the end of this module you MUST be able to:
1) determine the process of handling lost and found items in
guestrooms;
2) understand the guidelines in handling lost and found items;
3) determine the process of handling room keys; and
4) identify the different types of room keys.

TOPIC: Process of handling Lost and Found Items and Room Keys

SUBTOPICS:
➢ Process of Handling Lost and Found Items;
➢ Guidelines in Handling Lost and Found Items;
➢ Housekeeping Personnel In-Charge of Handling Lost and Found Items;
➢ Handling Room Keys;
➢ Types of Room Keys.

ASSESSMENT METHOD/S:
Self-Assessment
Enrichment Activity
REFERENCE/S:
• Roldan, Amelia. Introduction to Hotel and Housekeeping Operation; 2008
• Unbiztodo, Laarni. Housekeeping; 2016

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 80 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
 Information Sheet HK 313-8
Process of handling Lost and Found Items and Room Keys

After reading this INFORMATION SHEET, YOU MUST be able to:

1) determine the process of handling lost and found items in
guestrooms; and
2) determine the process of handling room keys.

HANDLING LOST AND FOUND ITEMS

- Term used in hotel terms for those articles left by the guests or misplaced
by guests in a hotel.

Procedure:
1. When the article is found, the housekeeping staff, usually room attendants
and public area housemen, must immediately report this to the immediate
supervisor
2. The supervisor (Floor supervisor or public area supervisor) immediately
informs the Housekeeping control desk attendant
3. The control desk attendant will verify with the front office cashier whether
a resident guest is still in the process of paying his or her bill or whether
he/she has checked out. If the guest is still available, he/she is contacted
for the handover of the article
4. The lobby manager is informed in case those guests who may be visitors
to the hotel and not residing in it, are to be contacted
5. If the guest is not available, the control desk attendant fills the Lost and
Found Slip in duplicate, giving the date, time, room number, location,
guest name, if found in a room and the name of the finder
6. The original of the slip is attached to the article while the duplicate copy
is kept in a Lost and Found Register which again records details as given
in the lost and found slip
7. The Executive housekeeper obtains forwarding address of the guest from
the front office, if the guest name is not known, housekeeping would have
to wait for the guest to claim it
8. Lost and found items shall be kept in the designated safekeeping vaults
for:
a. 2 to 6 days if they are perishable food, fruits, chocolates, etc.
b. 6 months for non-valuable items like clothes, bags, etc.
c. 0ne year for valuable items like jewelry, cameras, money, etc.
9. If the items are not claimed after the grace period set for claiming said
item, hotel management has the option to award it to the finder.

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 81 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
Handling Room Keys
✓ The management and issue of keys and key cards for hotel rooms, requires
strict control.

Guest
✓ Reception desk staff should not hand over keys or key cards unless satisfied
that the request comes from a bona fide guest.
✓ It should be remembered that a key given to the wrong person might make the
hotel totally liable for all property stolen or damaged from that room.
✓ Guests should be discouraged from leaving traditional room keys on the
reception desk and a key return box should be clearly marked and located,
being kept under constant supervision.
✓ Guests using key cards should be encouraged to ensure that great care is
taken with them and that they are kept close to hand.

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 82 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
Staff
✓ The issue of master keys to staff should be limited and strictly controlled.
Traditional master keys should be signed in and out.
✓ Swipe card master keys again need to be signed in and out and periodically
re-configured to stop illegal swiping or copying.
✓ Cleaners should have a key card that allows access only for the areas where
work is required.
✓ Floor supervisors may require a master key/pass, but overall master keys
and passes must be restricted to management or housekeepers.
✓ Spare master keys should be securely held in the hotel safe and be attached
to a safety chain.
✓ Keys and passes should only be carried if required for immediate duties.
✓ All keys and passes should be accounted for at all times, with signing in and
out books.

Guest Room Keys

✓ A sequential record should be maintained of all keys made for each guest
room.
✓ The record should include date, time, room number, key code (if applicable),
the reason a lock was re-keyed and the name of the person requesting the key.
✓ All records should be retained for a specified period of time, in accordance with
company policy.
✓ If it is necessary to re-issue a guest room key, proof of identity should be
requested prior to issue.
✓ Proof of identity should ideally be documentation with a photograph and/or
guest address – for example a passport or driving license.
✓ If the guest cannot identify him or herself to your satisfaction due to their
personal belongings having been locked in their room, then a staff member
should accompany the guest to the room to obtain the necessary proof of
identity.
✓ If a guest reports their key has been lost or stolen, the room lock should be
immediately re-keyed with a new key.
✓ A guest room door lock should be re-programmed as a matter of course if a
guest key has been lost, misplaced or stolen.
✓ If there is a report of theft or missing property from the room, where any
activity of a suspicious nature has been reported to the Duty Manager
involving the room or if the guest requests it.

Function Room Keys

✓ Function room keys should only be issued to conference organizers and known
delegates.
✓ They should be instructed on how a particular lock is programmed - i.e. does
it require the use of the key to lock it or does the door close automatically.
✓ A record should be made of any additional requests for keys.
✓ Keys should not be passed between delegates.

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 83 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
Master Key
✓ Master keys should only be signed out to a person having an approved
operational need for its use.
✓ This need should be defined by the Head of Department and not be a matter
of convenience.
✓ The issue of master keys should be recorded.
✓ All master keys should be carried on the person and not left in drawers, offices
or unattended.
✓ Master keys should not be loaned or passed between associates under any
circumstances.

Department Key
✓ All hotel keys should be stored securely in an approved key safe.
✓ Keys should only be issued against a signature in an approved key log.
✓ Keys should be retained by the person they were issued to and not passed
between staff members.
✓ Regular auditing of key issue should be carried out by nominated managers.
✓ Any keys found to be missing should be reported and recorded immediately.
✓ If the key has not been found within a specified period of time, the lock should
be re-keyed or in the case of a manual lock, replaced.
✓ Where it is necessary to issue keys out of normal hours this should only be
done by the Duty Manager and the reason recorded.

Checklists:
✓ Do reception staffs always verify people before they hand over room keys?
✓ Is there a ‘guest key return box’ and is there a monitoring policy?
✓ Are master keys signed in and out?
✓ How many master keys are there in circulation and who has them?
✓ How many overall/departmental management keys are in circulation and who
has them?
✓ Are master keys attached to a safety chain?
✓ What proof of identification do we ask for when re-issuing guest room keys?
✓ Where do we store keys not in circulation or use?
✓ How long do we wait after a lost key is reported before re-keying or replacing
a lock?
✓ Who issues keys out of hours?

Types of Room Keys

1. Room Key: Key available for use by the guests to open the rooms such as
CARD or a special card and some form of regular keys, so-called Key Tag if the
child is the key hanger.

2. Pass Key: key available for use by Room Boy or Maid in carrying out
cleaning duties rooms.

3. Master Key: A key that can be used to open the door on one floor/floor or
one section area. If the hotel consists of 8 floors/section in the hotel, so there
will be 8 pieces Master Key.

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 84 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO
4. Grand Master Key: A key that can open every door of the room / common
room in the hotel, including Restaurant, Section Floor Area, and so on. This
key usually held by the Chief or Duty Manager at the time of the afternoon,
and is used to open the locked door or twice in double lock.

Double Lock occurs:

a. Payment for guest accounts in doubt, so that the management was forced
to block rooms for guests to get clear to come to FO Cashier deliver the
necessary explanations. Usually, before a room at the Double Lock, guests
have first sent a special warning from the accounting, so that guests complete
the credit/guests in hotel bills, and if no response to 2 times the notice, then
the room will be on the block with DOUBLE LOCKED system.

b. Payment for guest accounts have exceeded the maximum credit limit
that can be tolerated, and after a couple of times a notification via a letter to
an advanced guest or guests deposit but no response, then the room will be
blocked/double locked.

c. double room locked by the guest from within understanding DON'T

DISTURB.

5. Emergency Key: A key that can open all doors in hotels, among others:
✓ Guest room door (Guest Room)
✓ Door Office (Office)
Door Warehouse (Store)
This key is usually held by the Management Hotel or GM can use the
emergency moment/emergency

Bachelor of Technical -Vocational

Bulacan Date Developed:
JULY 15, 2020 Page 85 of
Teacher Education Polytechnic Date Revised: 126
Major in Food Service
Management College JULY 2020
HOUSEKEEPING 1 Document No. Developed by:
HK 313 ANA MELISSA A. Revision # 02
40-HK 313 RAYMUNDO