Hotelier Development Program

Housekeeping: Rooms

Review by Hayden Pereira

Date: 01/12/2023

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 Acknowledgement
I would like to express my sincere gratitude to the team of the learning and development hub
at the Taj Mahal Delhi, Mr Ramesh Takulia, and the HDP program director and mentor Mrs.
Viniti Bahl for facilitating the unique opportunity to learn Housekeeping Room operations at
the in Taj Palace, New Delhi

During my food and beverage cross training, the rooms division of the housekeeping
department has been fulfilling and was an excellent opportunity to discover the fine nuances
that go into running a successful hotel. I would like to express my deepest gratitude to Mr.
Binaya, deputy housekeeper, Mr. Jagat, Mr, Neiraj, and Mr Mitralal, floor supervisors for
taking the time to train me in housekeeping floor operations.

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 Table of Contents
Housekeeping.............................................................................................................................5

Room Categories........................................................................................................................5

Floor Sections.............................................................................................................................7

Staff............................................................................................................................................8

Department Hierarchy............................................................................................................8

Shifts.....................................................................................................................................10

Room setup...............................................................................................................................12

Arrival...................................................................................................................................12

Bedrooms..........................................................................................................................12

Bathrooms.........................................................................................................................14

Turndown service.................................................................................................................15

Bedroom............................................................................................................................15

Bathroom..........................................................................................................................16

Laundry....................................................................................................................................16

Extra cleaning...........................................................................................................................18

Super Cleaning / Special Cleaning...........................................................................................18

Deep cleaning...........................................................................................................................19

Standard Amenities..................................................................................................................20

News paper...............................................................................................................................21

Electronic safe..........................................................................................................................21

Flowers.....................................................................................................................................21

Extra bed..................................................................................................................................21

Mini Bar...................................................................................................................................21

Tea & Coffee Setup..................................................................................................................23

Foot Spa...................................................................................................................................24

Types of Mattress.....................................................................................................................24

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Types of Pillows.......................................................................................................................25

Extra Amenities........................................................................................................................26

Types of room status................................................................................................................27

Extra Occupant charges............................................................................................................29

Observations before entering a room.......................................................................................29

Housekeeping cleaning principles............................................................................................30

Dusting.................................................................................................................................30

Glass cleaning.......................................................................................................................30

Vacuum Cleaning..................................................................................................................30

Carpet Cleaning....................................................................................................................30

TV.........................................................................................................................................30

Curtains.................................................................................................................................31

Bed Making..........................................................................................................................31

Inspection findings...................................................................................................................32

Linen........................................................................................................................................32

Reports / Record Keeping........................................................................................................32

Briefing Register..................................................................................................................33

Key Register.........................................................................................................................34

Discrepancy Report..............................................................................................................37

Lost and found Register & Slip............................................................................................38

Task Sheet.............................................................................................................................41

Guest Met Register...............................................................................................................41

VIP in house report...............................................................................................................42

Interdepartmental coordination................................................................................................43

Intradepartmental Coordination:..............................................................................................44

Floor Pantry..............................................................................................................................44

Room Attendants Caddy..........................................................................................................46

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Guest Service Drawer..............................................................................................................48

Corridor inspection...................................................................................................................49

Brands......................................................................................................................................49

Equipment................................................................................................................................50

Ozoniser................................................................................................................................50

Carpet Cleaner......................................................................................................................51

Vacuum Cleaner....................................................................................................................52

Spray Bottle..........................................................................................................................52

Hand Pump Sprayer..............................................................................................................53

Pest control...............................................................................................................................53

Characteristics of a good housekeepers...................................................................................54

Grooming..............................................................................................................................54

Eye for detail........................................................................................................................56

Housekeeping Chemicals.........................................................................................................57

R Series.................................................................................................................................57

Carpet Cleaners....................................................................................................................58

Cost control..............................................................................................................................59

Safety & Security.....................................................................................................................59

Paathya.....................................................................................................................................61

Guest Complaints.....................................................................................................................63

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Housekeeping
The housekeeping department is a crucial component of any hospitality establishment,
ensuring the cleanliness, hygiene, and overall ambiance of the premises. It plays a pivotal
role in maintaining guest satisfaction and upholding the hotel's reputation. This report aims to
highlight and discus the key responsibilities and activities of the housekeeping department at
the Taj Palace, New Delhi with specific emphasis on the floors division.

Room Categories
At Taj Palace, a guest can choose from 403 rooms and suites, each with a unique offering in
terms of view, amenities, and inclusions. The interiors and all modern amenities make the
hotel ideal for a business or pleasure visit. Furthermore, the following distinct room
categories are available for guests to chose from:

Room Category Amenities and Conveniences Size No of

Rooms
Superior Room Rate inclusive 30 Sq. Mt 95
 Inclusive newspapers
 Inclusive basic Wi-Fi
 Tea-coffee maker
 Iron & ironing board on request
 Forest Essentials bath amenities
 Plush bathrobes & slippers
 Yoga kit on request
 Bedroom & bathroom
 Full-length mirror & hair dryer
 Sony flat-screen LCD TV
 Fully Posturepedic mattresses
 Pillow Menu on request
 Daily housekeeping & turndown
service
 Blue Ray DVD player
 Bath menu & bath salts on request
 Infant cribs for infants aged 0-2
years.

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 Additionally charged services
 24-hour in-room dining
 Premium Wi-Fi at nominal charge
 24-hour laundry service
 24-hour on-call doctor & nurse
 Dual line telephones with voicemail
& data capabilities
 Well-stocked minibar

Deluxe Room Same as previous room category 30 Sq. Mt 130

Luxury Room Same as previous room category 30 Sq. Mt 50
Taj Club Room In addition to previous room categories the 30 Sq. Mt 72
following amenities / conveniences are
provided:
 Express check-in & check-out
 Early check-in at 09:00 & late check-
out at 18:00, subject to availability
 Welcome drink on arrival.
 Daily Continental Breakfast at the
Taj Club Lounge
 24-hour tea-coffee at Taj Club
Lounge
 Evening cocktails with petit fours &
hors d'oeuvres.
 24-hour personalised butler service
 Access to a meeting room for two
hours, subject to availability
 One-way airport transfer
 Two pieces of garments for ironing
per stay
Taj Club Premium Same as previous room category 45 Sq. Mt 12
Room

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 Taj Club Suite Same as previous room category 60 Sq. Mt 32
Luxury Suite Pool Same as previous room category 90 Sq. Mt 5
View
Garden Luxury Same as previous room category 120 Sq. Mt 3
Suite Pool View
Presidential Suite  Five-fixture bathroom with rain 249 Sq. Mt 1
Pool View shower & freestanding whirlpool
bathtub
 Full seize forest essentials bath
amenities
 Bang & Olufsen audio-visual system
 Living room; dining room with
pantry
 Study with treadmill
 Steam & spa room
 Bedroom with double wardrobes &
bathroom
Tata Suite 2 Bed Same as previous room category 697 Sq. Mt 1
King/ Twin Pool
View

Floor Sections
Base category rooms and suites are mostly located between the 2 nd and 6th floors where as
higher categories of rooms such as the Taj Club Rooms and their suites are located on the 7 th
and 8th floor. For the purpose of easy communication within the housekeeping department,
each floor is divided into four sections A till D. The room numbers are distributed in the
following fashion.

A- All odd numbered rooms

B- All even numbered rooms
C- All Rooms
D- All Rooms

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Furthermore: The following serial numbers of rooms across floors are suits:

01, 02, 55, 58, 66, 68

Staff
Effective staffing is essential for maintaining high housekeeping standards, providing a
positive guest experience, and ensuring costs are in control.

Department Hierarchy
The department hierarchy at housekeeping varies depending on the size and complexity of
the hotel. However, at the Taj Palace, New Delhi the following hierarchy is followed at the
housekeeping department.

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 Director of
Housekeeping

Executive
Deputy Housekeeper
Housekeper

Assistant
Asistant Assistant
Manager (Public
Manager (Desk) Manager (Floors)
area)

Desk
Supervisors Supervisors
Attendeants

Room Public Area

Attendants Associates

Executive Housekeeper

The executive housekeeper is responsible for the overall management of the housekeeping
department. They oversee all aspects of housekeeping, from budgeting and scheduling to
training and quality control. The executive housekeeper reports directly to the hotel manager
or general manager.

Assistant Housekeeper(s)

The assistant housekeepers are responsible for assisting the executive housekeeper in
managing the housekeeping department. They may be responsible for supervising a specific
area of housekeeping, such as public areas, guest rooms, or laundry.

Housekeeping Supervisor(s) / Floor in charge

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The housekeeping supervisors are responsible for overseeing the day-to-day operations of the
housekeeping staff. They assign tasks, monitor performance, and ensure that guest rooms are
clean and comfortable. They are also responsible for confirming the “inspected” status with
the housekeeping desk.

Room Attendants

Room attendants are responsible for cleaning guest rooms. They make beds, change towels,
and clean bathrooms. They also replenish amenities and take out trash.

Room Maintenance Specialists

Room maintenance specialists are those housekeepers whose solely responsible for minor
maintenance tasks.

Polisher

The housekeeping polisher is responsible for minor maintenance of rooms such as:

 Polishing minor scratches on marble tabletops.

 Filling minor dents in wooden furniture.

External Window Cleaner

The external window cleaner is two man task whose objective is to clean all external
windows.

Shifts
At the Taj Palace, New Delhi, the rooms division of housekeeping functions in three distinct
shifts i.e. Morning, Evening, and Night

Morning shift
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The morning shift begins at 07:00 am and ends at 04:00 pm. The morning shift is the busiest
shift in housekeeping. Housekeepers start their day by cleaning and preparing guest rooms for
check-in, making sure all rooms are clean, stocked with amenities, and ready for guests to
arrive. Midday is the busiest time of the day as housekeepers need to immediately clean
departure rooms that have a check-in due the same day.

The shift comprises of 50 staff members which are divided based on the responsibilities
bellow:

 Rooms: 4 individuals per floor (15 rooms each)

 Corridors: 1 individual per floor to clean and maintain the room corridor.
 Polisher: 1 polisher for all rooms
 Window Cleaner: 1 staff member to clean external window surfaces and balconies.
 Desk: 1 individual stationed at the housekeeping desk floor intradepartmental and
interdepartmental coordination.

Afternoon shift

The afternoon shift begins at 03:00 pm and ends at 12:00 am. The afternoon shift is typically
less busy than the morning shift.

The shift comprises of 14 individuals which are divided based on the following
responsibilities:

 Turndown Service: 1 individual per floor.

 Check-out rooms: 1 individual for every 2 floors to clean rooms that checkout in the
evening.
 Desk: 1 individual stationed at the housekeeping desk floor intradepartmental and
interdepartmental coordination.

Night Shift

The nightshift begins at 11:00 pm and ends at 07:00 am the following day. The night shift is
the least busy shift in housekeeping. The shift comprises of 5 staff members divided based on
the following responsibilities:

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Rooms: 4 individuals to clean any departure rooms and cater to guest requests.

Supervisor: 1 supervisor to monitor cleaning activities.

Staff Placement register

Room setup
The tasks pertaining to servicing and setup of rooms differs based on the room status i.e.
vacant, occupied, etc. However the standard time to set a room under normal conditions is 30
to 40 minutes.

Arrival
Bedrooms
1. The carpet/tiles/wood flooring will be clean and free of stains.
2. Walls. doors, baseboards will be clean and free of scuffs (i.e. not noticeably scuffed in
several places).
3. Ceilings and vents will be dean and free of any dust,
4. Room will be at a comfortable temperature on arrival and free of odour.
5. A/C temperature will be preset to 21 degrees Celsius with the fan on the highest speed
setting.
6. Once guest has occupied the room. the temperature setting will not be changed.
7. Taj Club and above will feature analogue clocks (preferably branded)
8. Bed valance/skirting Will be neatly arranged and clean (if applicable).

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 9. Headboard will be clean and in excellent repair.
10. Bed will be neatly made with clean linen, which is free of stains or tears.
11. Bedspread/duvet/blankets/scatter cushions/bolsters will be clean,
12. All upholstered furniture will be clean and free of stains.
13. All the furniture surfaces will be clean and dust/smear free.
14. All the picture/door/mirror frames will be clean and dust free.
15. All the Windows/mirrors/chrome/metal surfaces will be clean and free of smears,
16. The curtains/voiles/shutters/blines will be clean and properly fitted.
17. The wastepaper bin will be stainless steel, clean and in excellent condition,
18. Notepapers in a box with magnetic holder scribbling pad of a small size will be placed
with a biodegradable / up cycled, on the bedside table next to the telephone.
19. All in room collateral will be clean and in excellent condition.
20. Wardrobes/drawers will be clean and free of any scuffs, dust or debris.
21. In room. Television Will be switched on where system is not available.
22. Television will be on default set to a particular volume.
23. All light fixtures in the bathroom and bedroom will work property and will be clean
and dust free.
24. Balcony will be clean. swept and all balcony furniture will be clean and set up
(weather permitting).
25. Any pre-arrival requests/personal preferences will be in place on arrival (e.g., non-
allergic pillows, baby cot, etc.).
26. Hotel to place a card in the room for offering fresh cut fruits with hotel's compliments.
27. Press Reader/ Magster app option will be provided in the room along with Taj
Magazine.
28. Desk and tabletops will be kept clear and free of clutter. allowing ample space for
guest's laptops and papers.
29. In-room dining menu and guest services directory will be placed in the drawer of the
writing table or other convenient location but ensuring the table and desktop will be
clear for guest use.
30. Two sizes of high-quality slippers will be provided (small/medium/large) and will be
placed in the room.
31. Lighting in the room will be orc-set for an appropriate time of day (i.e. guests will
never enter a completely dark room).

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 32. Hotel will have range of allergen free. Posturepedic Pillow option (i.e. via printed
card) will be available
33. A standard high- quality tray for personal accessories will be kept inside the safe.
34. All requested items will be delivered to the guest room on a tray
35. Only biodegradable or upcycled hi-quality pens will be used.
36. No branding on any items inside the room (i.e. pens, knife, laundry bags, etc.).
37. All personal hygiene products will be presented in a sealed package.
38. Silk gowns are to be provided in Lady occupant's rooms.
39. NO tent cards will be placed in the room.
40. PAATHYA card will be present in all rooms.

Bathrooms
1. Bathroom will be completely mold free.
2. Floor. walls, doors and ceiling will be clean.
3. Shower, bath, sink and toilet will be clean.
4. Showerhead and bath/sink taps will be polished and free of lime scale.
5. The shower curtain/door will be clean.
6. The floor mat will be neatly rolled and kept at the base of the shower unit and not
opened or hung on a rail.
7. All counters, shelves and soap dishes will be clean and dried.
8. Bath sheets only will be used and stacked in the shower area and other designated
shelves.
9. Tissue rolls near the WC Will be folded (Triangle fold with sticker)
10. One soap will be placed on the vanity counter and one soap in the bathtub along with
loofah and two face towels.
11. Bathroom amenities tray will have one disposal bag, one lotion, one shower cap, two
face towels and a separate container for cotton pads and earbuds.
12. Single occupant guest rooms will have 2 bath towels, 2 face towels, 2 hand towels.
13. Comb, shaving kit, dental kit will be available on request, except in suites where all
amenities will be available,
14. Shower stall will have one conditioner, one shampoo, one gel and one soap.
15. Wastepaper bin will be of stainless steel, clean, covered and in excellent condition.
16. Full box of tissues, a well-presented toilet roll and a spare toilet roll will be made
available.

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 17. 2 clean drinking water glasses or similar will be available.
18. All towels will be clean, unstained and in excellent condition.
19. Bathrobes and slippers will be present on arrival and will be clean and in excellent
repair.
20. Bathrobes will be placed in the bathroom or in the cupboard as required.
21. Hair dryer will be placed without cover.
22. Lady room amenities will be pre-placed on a tray.

Turndown service
Bedroom
1. Turndown service will be provided between 1700 hrs and 2100 hrs.
2. Associate will knock on the door/ring the doorbell and if required wait 10 seconds,
and then knock on the door/ring the doorbell again and announce their department
before entering the room.
3. For lady occupant guest rooms a call will be first placed to the room in case of no
response at the door.
4. If a ‘privacy' sign/light is present, a calling card/door knob card will be left under/on
the door or a silent message will be left on the telephone.
5. If an associate encounters any guests, he/she will be well presented and will greet the
guest with a smile.
6. If the guest is present in the room during servicing, associate will offer/arrange to
return at a later convenient time.
7. Scatter cushions will be removed and the bedspread either folded back or removed
and if removed, they will not be placed directly on to the floor.
8. Associate will fold back sheets neatly and adjust pillows accordingly whilst
respecting the guest's preference (i.e. bed turned down on the correct side of bed
based on previous evening).
9. High- quality Bedside slippers (without the plastic cover) will not be laid out and will
be kept with appropriate packaging,
10. Associate will draw curtains/blinds/shutters fully and neatly, unless purposely left
open.
11. Associate will turn bedside lamp on and in the case Of key activated lighting, the
lighting will be adjusted accordingly when the key card is inserted.
12. Associate will empty waste bins and ashtrays.

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 13. The stationery/amenities will be replenished where required (i.e. when a" of one type
of stationery is missing).
14. Used glasses or room service soiled plates and cutlery will be removed from room and
replaced (where required).
15. PAATHYA water bottle and glass will be placed on each bedside table.
16. Television remote control will be placed on bedside table,
17. Turndown will include any additional personalized touch (e.g., amenity, bookmark,
etc.),
18. Body lotion will be placed on the bedside table - not in a trav. (For lady occupant
guestrooms the following amenity will be placed - Hand cream, Foot cream, under
eye gel.)

Bathroom
1. Associate Will replace any used towels with clean ones and towel will be in excellent
condition.
2. If Green housekeeping option is present for sheets/towels, it will be clearly stated, and
associate will adhere to what the guest has requested.
3. Bathmat will be laid out in front of the shower and sink (if enough floor space without
overlapping).
4. All empty or almost empty amenities will be replaced/re-stocked (i.e. if less than 1/3
full, an additional bottle will be placed without removing the 1/3 full).
5. Shower/bath/sink/t0iIet and floor will be wiped down.
6. Bathroom water glasses will be cleaned and/or replaced.
7. Associate will tidy guest's personal toiletries (i.e. replace lids, neatly arrange and/or
place items on to a washcloth/linen cloth).
8. If valuable items or cash are left in the room, they will be placed in the in- room safe,
if this is unused and open, room will be kept double-locked/DND sign will be placed
on the door with the items left in place.

Laundry
COLLECTION:

1. The telephone will be answered within 3 rings or 10 seconds with an appropriate

greeting.

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 2. The associate will knock on the door/ring the doorbell and if required wait IO
seconds, and then knock on the door/ring the doorbell again and announce their
department before entering the room.

DELIVERY AND PRESENTATION:

1. The laundry/pressing will be delivered within specified time.

2. If any delay in the delivery time, the guest will be informed immediately.
3. If a •privacy' sign/light is present, a calling card/doorknob card will be left under/on
the door or a silent Message will be left on the telephone.
4. All collected items will be returned as requested (i.e. folded, on a hanger, etc.)
5. All laundry items will be appropriately cleaned, pressed and free of odour.
6. The garments will be free of any staples, pins, or laundry tags.
7. If an item is stained/damaged the guest will be informed in advance via a telephone
message or printed card.
8. Any personal items left in clothes (e.g.. money, business cards, etc.) will be returned
and the guest will be informed verbally or in writing.
9. All folded garments will be placed in a laundry basket and the same will be placed on
the bed in the Guest Room.
10. Garments requested on a hanger will be returned on good quality hangers (i.e., not
wire)
11. Garments requested on a hanger will be placed in the closet upon return with a card
prominently displayed on the bed to advise the guest of the delivery.
12. Minor repairs will be automatically carried out where required (e.g., Buttons will be
replaced if fallen off or loose, collar stays will be replaced, etc.) and the guest will be
informed verbally or in writing,
13. Any shoes given for cleaning will be returned on time, they will be cleaned/polished
to a good standard and well presented.

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 Laundry Basket

Special Circumstances

 Single Lady: Under the circumstance of a single lady traveller a female housekeeper.
 Do-Not-Disturb: If the room has the do-not-disturb sign in the “on” position, the
housekeeping desk shall call a room to request for servicing the room. If the call is not
answered, a service card is slipped under the door.
 On call: On call rooms are those rooms whose guest have requested not to be
disturbed by housekeeping services and their room to be serviced only when explicitly
requested.

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Extra cleaning
Extra cleaning refers to the cleaning of surfaces that may not be cleaned daily as they require
extra time and effort. As a result, each day of the week is dedicated to the cleaning of such
surfaces or areas of the room.

 Mondays and Tuesdays: Flowers are changed.

 Tuesdays: Marble tabletops are polished
 Wednesdays: Headboards are cleaned
 Friday: Mini Bar is cleaned.
 Saturday: Windows are cleaned.
 Sunday: Shower heads are cleaned.

Super Cleaning / Special Cleaning

1. Vacuum behind all furniture including bed.
2. Upholstery and drapes must be vacuum cleaned.
3. High dusting of area.
4. Carpet must be stain free.
5. Bedside lampshades must be hovered or washed.
6. Full cleaning of windows, ledges, frames and skirting.
7. Wet wipe all doors, frames and skirting.
8. Dust behind curtain corners.
9. Lights must be wiped.
10. Bathroom walls and floor must be wiped.
11. Bathroom fittings to be polished and stain free.
12. Showerhead to be clean.

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 Super Cleaning Checklist

Deep cleaning
Happens for every room one a month and it take approximately one or two days for
completion. The following are the various tasks to be done while deep cleaning:

- Mattress is rotated,
- Pillows are tumble dried.
- Carpet is shampooed.
- Any blemishes are painted.
- Shower head and faucet heads are cleaned.
- Wooden furniture is polished.
- Bed is moved and the carpet under is shampooed.
- Bed Grill cleaned.
- Lights are cleaned

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Standard Amenities
As a five-star luxury hotel, the Taj Place, New Delhi provides a variety of standard in-room
amenities such as:

Standard Items Club rooms & Suits Items

Forest Essentials bath amenities (Lotion, Business Kit (Stapler, rubber bands,
Shampoo, Conditioner, Soap) paperclips)
Two hand towels Carry Bag
Two face towels Dark wooden hangars
Two bathmats 4 Paathya Bottles
Two bath towels Shaving Kit
One Bath robe Comb
Minibar Disposable Bag
Tea & Coffee Shower cap
Electric Kettle Toothbrush
Hair dryer Tooth paste
Iron & ironing board on request
Electronic safe
Hard & Soft Pillows
Standard Wi-Fi

Single lady amenities

The Taj Palace, New Delhi offers an additional set of amenities for single lady travellers.

 Sartin bathrobe
 Nail polish remover.
 Nail Filler
 Nail cutter
 Sanitary pads

News paper
Although newspapers are complementary for the purpose of saving paper they are not placed
in every room as a standard. However, based on the individual guest preferences and requests

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newspapers are provided accordingly. When requested the newspapers are placed in a
newspaper and magazine holder bag and the bag is placed on the door hook.

Electronic safe
An electronic safe is available for guest use in all room categories. It is the responsibility of
the housekeeper to ensure that:

 The safe door operates smoothly without any resistance or sounds.

 Nothing is left behind by the guest after checkout.
 The safe tray is present to keep small valuables.

Should the guest forget their password the housekeeping department must inform security of
the same so that the safe may be opened by them

Flowers
Lillys are flower of choice for all room categories. These flowers are changed twice a week.

Extra bed
The following is the procedure that is followed when providing an extra bed in a guest room:

 Noted in extra bed register is given to the night auditor who ensure that the same is
charged to the guest.
 Amenities are provided as per triple occupancy basis.

Mini Bar
The minibar is a small refrigerator that is located in the cabernet of all rooms. It is stocked
with a variety of beverages and snacks, such as alcoholic and non-alcoholic drinks, chips,
cookies, etc. Guests can purchase these items at a price that is usually higher than the retail
price. Minibars are a convenient way for guests to have refreshments on hand without having
to leave their room. They can also be a source of revenue for hotels.

Mini Bar setup:

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Items Brand Quantity Price in Rs.
Domestic wine Fratelli 1 2,000
Imported Beer Crona Extra 1 650
Domestic Beer Kingfisher 1 550
Roasted Cashew 1 550
Nuts
Pistachio 1 550
Roasted Almonds 1 550
Cookies 1 500
Sparkling water Perrier 1 440
Aerated Beverage Sprite (1), Coke (2), Diet 4 350
Coke (1)
Energy Drink Redbull 1 350
Chocolate 1 350
Crisps 1 300
Moong Dal 1 300
Soda Schweppes 2 250
Tonic Schweppes 1 250
Health Bar 1 200
Wine Glass - 1 -
Beer Glass - 1 -

Tea & Coffee Setup

Consumable Item Quantity
Assorted Tea 2 of each type
Coffee 2 sachets
Milk 2 Packets
White sugar 5
Brown sugar 4
Artificial Sweetner 4

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 Non-Consumable Quantity
Tea Cups and Saucer 2 each
Tea pot and saucer 1 each
Coffee cup and metal stere 2 each
Electric Kettle 1
Collins glasses 2 each
Old fashioned glasses 2 each

Foot Spa
At the Taj Palace, New Delhi, it is not uncommon to experience leisure and business
travellers alike requesting for a in room foot spa. If a guest does request for such an
experience the following steps are followed to set up the foot spa.

 A shallow copper pot is filled with warm water.

 Vishuddhi essential oil is dissolved in the water.
 Rose petals are placed in the water
 The room attendants ask the guest to soak their feet in the water for approximately 15
minutes.

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Types of Mattress
Hotels offer a variety of bed types to accommodate different sleeping preferences and needs.
The level of softness, or firmness, is a crucial factor that significantly impacts sleep quality
and comfort. Bellow a breakdown of the various bed types that were observed based on their
softness levels:

Soft Mattress

Soft mattresses provide a plush, enveloping sensation, ideal for side sleepers who need
pressure relief on their shoulders and hips. They conform to the body's curves, reducing
pressure points and promoting relaxation. Made from ployfill.

Medium-Soft Mattress

Medium-soft mattress offer a balance of softness and support, suitable for a wider range of
sleepers, including side sleepers, back sleepers, and some stomach sleepers. They provide a
gentle cushioning effect while maintaining adequate support for spinal alignment. A medium
soft bead is prepared by removing the soft mattress from the hard mattress.

Hard / Firm Mattress

Firm mattress offer the most support and are ideal for stomach sleepers who need a firm
surface to keep their hips and spine aligned. They provide a stable base that prevents sinking
and promotes proper posture. It is prepared by placing plywood board under the soft mattress.

Soft Mattress

Types

Hard Mattress of
Pillows

The Taj Palace, New Delhi provides a variety of pillows to cater to the diverse preferences of
its guests. Most pillows are made up of feathers, cotton, memory foam or polyfill. Ploh is the

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brand of choice for all pillows in the hotel. Here's an overview of the common pillow types
used in the hotel:

Hard Pillows: Hard pillows care made from the down feathers and primary feathers of white
geese. Hard pillows are often used by guests who experience neck pain or have trouble
keeping their head and neck aligned during sleep.

Soft Pillows: Soft. pillows care made from the down feathers and primary feathers of white
geese. What makes them soft is the higher ration of down feathers to primary feathers.

Cervical Pillows: Cervical pillows are designed to support the natural curve of the neck and
help to relieve neck pain. Tt is made of memory foam which conforms to the shape of the
neck and provide support.

Aroma Pillows: Aroma pillows are filled with dried herbs and essential oils that are said to
promote relaxation and sleep. It is made of a soft, breathable material, such as cotton or linen.
The hotel keeps these pillows as some people find that the smell of lavender, chamomile, or
valerian helps them to sleep.

Memory Pillow: Memory pillows are made of a type of foam that conforms to the shape of
the head and neck. This can help to relieve pressure points and improve spinal alignment.

Polyfill Pillow: Polyfill pillows are filled with synthetic fibres, such as polyester.

Body Pillow: Body pillows are long, cylindrical pillows that can be used to support the entire
body. They are often requested by pregnant women and people with back pain.

Extra Amenities
Extra amenities are those amenities that are not part of the standard amenities present in the
room but can be provide to the guest upon request. These amenities are broadly divided into
two categories, complementary and loan items.

Complementary

Complementary amenities are those amenities that a guest can request which are
complementary.

Item List 1 Item List 2

Amala Hair oil Black Shoe polish
Parahute Coconut oil Brown Shoe polish

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 Jhonson’s Baby Oil Colgate toothpaste
Himalaya neem facewash Gellette shaving gel
Sensodyne Toothpaste Gellette shaving foam
Pears body soap 3M ear plugs
Bubble bath for sensitive skin Forest essentials hair cleanser
Aer air freshner Listerine mouth wash
Ponds talcum powder Jhonson’s buds
Nivea talcum powder Lakme Nail polish
Himalaya lip balm Himalaya baby powder
Corrective Lense cleaner Old Spice aftershave
Rose water Metal Toung Cleaner
Odomos Spray Gellette Mach 3 Razor
Odomos Cream Small teddy bear
Taj Match Box Sewing kit

Loan items

Loan items are those items that are required to be returned to the housekeeping department
after their use. They are tracked using the loan item register.

Amenities available on request

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 Facial Steamer Foot Spa Bowl
Yoga Mat Iron and ironing board
Baby Bath tub Hot water bag
Room Heater
Prayer mat
Religious Books (Bible, Quaran, Gita)
Compass for locating the Quiba direction

Types of room status

There are many different types of room status in housekeeping, each with its own meaning.
Here are the types of status observed:

Front Office:

 Vacant: This means that the room is empty and not currently assigned to a guest.
 Occupied: This means that the room is currently occupied by a guest.

Housekeeping:

 Vacant / Dirty: This means that guest has checked-out and the room has not been
cleaned. Hence its not ready for a new guest
 Occupied / Clean: This means that a room that is occupied by a guest has been
cleaned and amenities replenished by housekeeping personal.
 Inspected: An inspected room has been cleaned by housekeeping personal and is
inspected by a supervisor. These rooms are ready to be sold.
 OOO (Out Of Order): Out of order rooms are unavailable for guests due to
maintenance or repairs. These rooms are marked with an "OOO" sign and are not
displayed on the property's availability system. OOO rooms are deducted from the
property's inventory, meaning they do not count towards the total number of available
rooms. Reasons for putting a room in OOO status:
o Maintenance or repairs: This could include plumbing problems, electrical
issues, furniture damage, or general wear and tear.
o Renovation or remodelling: If a room is undergoing a renovation or
remodelling project, it will be placed in OOO status until the work is
completed.

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  OOS (Out of Service): Out of service (OOS) rooms are temporarily unavailable for
guests but are still included in the property's inventory. These rooms are typically
marked with an "Out of Service" sign and may be displayed on the property's
availability system, but they are not assigned to guests. Reasons for putting a room in
OOO status:
o Staging: Rooms that are being staged for photography or special events may
be placed in OOS status to prevent guests from disrupting the staging process.
o Temporary closure: If a room is temporarily closed for a specific reason, such
as a special event or a staff meeting, it will be placed in OOS status.

Occupied room status:

Scanty Baggage

"Scanty baggage" refers to a guest who arrives with minimal luggage or no checked bags.
This can indicate that the guest is planning a shorter stay or may be traveling light for
convenience. On the other hand, if the guest has reserved the room for a longer stay and has
still not carried substantial luggage it may be an indication of a skipper, i.e. a guest that does
not plan on settling the bill.

Stay out

A "stay out" indicates that a guest that is checked-in will not be returning to their room for the
night. This information is crucial for housekeeping staff to plan their cleaning schedule
efficiently. For instance, for stay-out rooms, housekeeping can typically perform less
comprehensive cleaning, and amenity refreshment as guests that are checked-in but do not
spend the night typically leave the bed linen untouched and consumer little to no amenities.

Extra Occupant charges

As a housekeeper, it's important to be vigilant about identifying extra occupants in rooms, as
this can have several implications for the hotel's safety, security, and revenue.

There are several subtle signs that might indicate an extra occupant in a room:

 Increased bathroom usage: Check for signs of increased bathroom usage, such as
additional towels used, extra toiletries consumed, or multiple used and discarded
toothbrushes.

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  Discarded personal items: Look for discarded personal items like used razors, empty
shampoo bottles, or stray feminine hygiene products that don't belong to the registered
guest.
 Unexpected belongings: Notice if there are any unexpected belongings in the room,
such as extra luggage, clothing items, or personal electronics that don't seem to belong
to the registered guest such as different sizes of shoes.
 Disturbed bed setup: Check if the bed setup has been disturbed, with additional
pillows used, blankets unfolded, or the bed arrangement altered from its original state.

Noise or movement: Listen for any unusual noises or movement coming from the room,
especially during times when the registered guest is not expected to be there.

Observations before entering a room

Some of the key observations that need to be made before entering a room are:

 DND
 On call
 Single lady traveller

Housekeeping cleaning principles

Dusting
Dusting is one of the first tasks while cleaning a room

 If a room is found to be relatively dusty, dusting is first done with a dry duster
followed by a wet duster.
 Dusting is carried out from higher surfaces first followed by lower surfaces.
 The housekeeper dusts the room either clockwise or anti-clockwise keeping in mind
not to drastically affect the position of guest articles (if in case of a occupied room).

Glass cleaning
 The frame of the glass (if present) is first wiped down thoroughly.
 R3 is lightly sprayed directly on the glass that is required to be cleaned as well as on
the wet duster. The glass must be sprayed from a safe distance to avoid any chemical
contact with eyes or lungs through inhalation.
 The glass is thoroughly wiped in a circular motion to ensure that any fingerprints or
stains are removed.

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  The glass is then wiped in the top to down motion using a lint free, dry duster to
reduce the chances of water stains or streaks forming.

Vacuum Cleaning
Vacuum cleaning is one of the last aspects of room cleaning.

 Vacuum cleaning is done from the far end of the room and working towards the door.
 For hard surfaces such as tiles, the bristles on the head are removed to allow free
movement of the head.
 For Surfaces such as carpets, the bristles are attached to help dislodge any dust or
large materials stuck between the piles of the carpet.

Carpet Cleaning
Shampooing through single disk carpet cleaning machine followed by vacuum cleaning

TV
 The television channel is set to Channel: 78 which is the brand information video.
 The volume of the TV is set to 5 as the volume is neither to loud or soft.

Curtains
The curtains at the Taj Palace, New Delhi have two distinct parts to them each of which are
stuck together by a Velcro strip along the border. The details regarding the same are discussed
bellow:

Design Curtain: The first part is a thin show curtain with a design. It is translucent and
allows some light to pass through. This part of the curtain faces the guest room.

Under liner: This layer is part of the back of the curtain and helps blocking all external light
that may enter the room.

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Bed Making
 Remove the bedding. This includes the sheets, pillows cases, and any blankets or
duvets. Shake out the sheets and pillows to remove any dust or dirt.
 Ensure that guest items such as clothes, earrings, etc. are not present between sheets
of bed linen
 The mattress protector must be inspected for any dampness from spilled liquids, tears,
or stains.
 The bed sheet should be cantered on the mattress and should hang evenly over the
sides and end of the bed.
 The bed sheet must first be tucked in under the headboard, followed by the footboard
and sides. The housekeeper must ensure that the bedsheet is pulled taught during each
step of the tuck in.
 A mitered fold must be done. This is a special way of tucking in the sheets that will
keep them in place all night long. To make a mitered fold, start at one corner of the
bed and lift the sheet up and away from the mattress. Fold the sheet in half so that the
loose edge is now against the mattress. Tuck the folded edge of the sheet under the
mattress. Then, take the other side of the sheet and fold it over the top of the folded
edge, creating a triangle. Tuck the bottom of the triangle under the mattress. The same
is repeated on the other three corners of the bed.
 The duvet is placed in the cover.
 The duvet is first placed at the pillow line and then folded at the headboard side up till
the square design.
 Pillowcases must be changed and fluffed.
 Water is to be sprayed on the duvet and the duvet pulled taught to remove any creases.

Inspection findings
Some of the common findings during inspection by the executive housekeeper or deputy
housekeeper are:

 Dust in corner
 Dust on A/C grills
 Behind door
 Dust Under luggage rack

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Linen
Being a 403-room property that operates at a relatively high occupancy throughout the year,
the hotel maintains a PAR stock fluctuates between 3.4 to 3 at any given time. The Bed linen
have a thread count of 400 to 500. Bed lien has a life span of approximately 70 to 90 wash
cycles. Bed linen removed from room use when they turn yellow whereas bath lien is
removed from room use when they turn grey. The line is purchased in bulk 2 twice a year and
is smaller batches at the end of every quarter.

Reports / Record Keeping

The housekeeping department at Taj Palace, New Delhi maintains a variety of reports and
registers to ensure the smooth operation of their services. These documents serve as valuable
tools for tracking performance, identifying areas for improvement, and maintaining
communication between staff members. Here's an overview of the various reports and
registers commonly maintained by housekeeping department:

Briefing Register
The housekeeping briefing register is a document used to track and monitor various aspects
of a hotel's housekeeping department. This information can be used to identify trends,
improve performance, and make informed decisions about the department.

Here are some of the things that are typically included in a housekeeping briefing register:
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  NPS score: This is a measure of customer satisfaction that is calculated by asking
guests how likely they are to recommend the hotel to others. A high NPS score is
indicative of a good customer experience. The NPS is tracked for rooms as well as the
hotel as a whole
 Average room rate: This is the average price that guests pay for a room at the hotel.
This number can be used to track the hotel's revenue and to compare its rates to those
of its competitors.
 Occupancy: This is the percentage of rooms that are occupied at the hotel. This
number can be used to track the hotel's demand and to make decisions about staffing
levels.
 Number of arrivals and departures: This is the number of guests who check in and
out of the hotel each day. This information can be used to estimate the workload for
the housekeeping department.
 Guest complaints pertaining to the housekeeping department: This is a record of
any complaints that guests have made about the cleanliness or condition of their
rooms. This information can be used to identify areas where the housekeeping
department can improve.

In addition to these standard items, a housekeeping briefing register may also include other
information, such as:

 VIPs / Handle with care guest in house: The register mentions the rooms in which
VIPs are accommodated in so that all members of the staff service the room
accordingly.
 Maintenance requests: This is a record of any maintenance requests that have been
made to the housekeeping department. This information can be used to track the
progress of maintenance requests and to identify any recurring problems.

Key Register
The key register is a crucial document maintained by the housekeeping department to ensure
the secure and efficient management of guest room keys and other important access keys. It
serves as a record of key issuance, return, and current location, providing a clear chain of
custody and accountability.

The primary purpose of the key register is to:

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  Track key movement: Maintain a record of who has accessed which keys, when they
were issued, and when they were returned.
 Prevent unauthorized access: Deter key theft or misuse by keeping a detailed log of
key usage.
 Enhance security: Identify any discrepancies or missing keys promptly to prevent
security breaches or guest safety concerns.
 Facilitate accountability: Assign responsibility for key issuance and return, promoting
accountability among housekeeping staff.
 Improve efficiency: Streamline key management, reducing time spent searching for
misplaced keys or handling guest inquiries.

The key register includes the following columns or sections:

 Date and Time: Records the date and time of key issuance & return.
 Room Number: Identifies the specific guest room associated with the key.
 Key Type: Specifies the type of key, such as guest room key, master key, or supply
room key.
 Employee Name: Indicates the name of the housekeeping staff member who issued or
returned the key.
 Signature: Provides a signature field for both the staff member and the supervisor
verifying the transaction.
 Remarks: Allows for additional notes or comments related to the key issuance or
return.

Proper maintenance of the key register involves several key protocols:

 Secure Storage: Store the key register in a secure location, accessible only to
authorized housekeeping personnel.
 Regular Updates: Update the key register promptly whenever a key is issued or
returned.
 Supervisor Review: Have the key register reviewed regularly by a housekeeping
supervisor to ensure accuracy and identify any discrepancies.

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  Key Audits: Conduct periodic key audits to verify the physical presence of keys
against the register entries.
 Lost or Missing Keys: Immediately report any lost or missing keys to management
and initiate a thorough search.
 Key Replacement: Upon losing or damaging a key, issue a replacement key and
update the register accordingly.
 Key Disposal: When discarding worn-out or decommissioned keys, follow proper
disposal procedures to prevent unauthorized use.

An effective key register system offers several benefits to housekeeping operations:

 Enhanced security: Reduces the risk of unauthorized access to guest rooms and other
restricted areas.
 Improved guest safety: Minimizes the potential for theft or intrusion into occupied
rooms.
 Streamlined key management: Simplifies key tracking and reduces time spent
searching for misplaced keys.
 Accountable staff: Promotes accountability among housekeeping staff and encourages
proper key handling procedures.
 Reduced risk of disputes: Provides clear documentation of key issuance and return,
minimizing potential disputes or misunderstandings.
 Compliance with regulations: Helps hotels adhere to industry standards and regulatory
requirements for key management.
 By maintaining an accurate and up-to-date key register, housekeeping departments
can effectively safeguard guest rooms, enhance guest security, and maintain the
integrity of their key control system.

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 Key register

Furthermore, master keys that are not in use are securely stored in a locked cabernet. The
inventory of the cabernet is checked before and after each shift.

Key Cabernet

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Discrepancy Report
A discrepancy report in housekeeping is a document that outlines any inconsistencies
between the expected and actual status of guest rooms. This report is typically generated by
housekeeping staff and reviewed by management on a daily or weekly basis to identify and
resolve any issues that may impact guest satisfaction or revenue.

The primary purpose of a discrepancy report is to ensure accurate and up-to-date information
on room occupancy and cleanliness. The discrepancy report is generated twice a day, once for
the morning shift and one for the evening shift. This information is crucial for several
reasons, including:

 Guest satisfaction: Accurate room status ensures that guests are not assigned to rooms
that are occupied or unclean.
 Revenue optimization: Identifying discrepancies promptly helps to prevent the loss of
potential revenue due to incorrect posting of additional occupant or extra bed charges.
 Operational efficiency: Efficiently resolving discrepancies streamlines housekeeping
operations and reduces the risk of disruptions to guest services.

Common types of discrepancies that may be reported include:

 Occupancy discrepancies: These occur when the actual occupancy of a room differs
from the expected occupancy based on reservation or front desk information.
Examples include rooms that are marked as occupied but are actually vacant or vice
versa.
 Cleanliness discrepancies: These occur when the cleanliness of a room does not meet
the expected standards. Examples include rooms that are not properly sanitized or
stocked with necessary amenities.

A comprehensive discrepancy report includes the following elements:

 Date and time of report: This information provides a reference point for tracking and
resolving discrepancies.
 Room number: This identifies the specific room where the discrepancy was found.
 Expected status: This indicates the expected status of the room based on reservation or
front desk information.
 Actual status: This describes the actual status of the room as observed by
housekeeping staff.

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  Discrepancy type: This categorizes the type of discrepancy, such as occupancy,
cleanliness.
 Additional notes: This section can be used to provide additional details or
observations related to the discrepancy.

Lost and found Register & Slip

The lost and found register and slip is used to keep a physical record all the relevant
information regarding lost and found items. An efficient lost and found procedure is a crucial
aspect of hotel operations, playing a pivotal role in guest satisfaction, brand reputation, and
overall business success. It serves as a testament to the hotel's commitment to guest care,
demonstrating its ability to handle lost items with professionalism and integrity. The
following is the SOP for lost and found items:

1. Lost and found items are brought to the housekeeping desk

2. The Items are bagged in a transparent polytene bag along with a rough slip detailing
the date, the finder and area in which the item was found.
3. A triplicate slip with a unique serial number is filled where in the original is kept by
the housekeeping department, one goes to the security department while the other is
placed in the polythene bag.
4. The lost and found register is filled with details regarding the item.
5. The item is placed in the lost and found storage.
6. If the item is a valuable item the guest is informed via email and phone call.

Following are the various reasons the Taj Palace, New Delhi maintains a robust lost and
found procedure:

 Enhancing Guest Satisfaction: A well-managed lost and found procedure fosters a

sense of trust and reassurance among guests, knowing that their belongings are
handled with care and diligence. When guests can easily report lost items and receive
prompt assistance in locating them, it significantly enhances their overall stay
experience.
 Protecting Guest Valuables: Hotels are entrusted with guests' valuable possessions,
and a robust lost and found system ensures that these items are safeguarded and
returned to their rightful owners. This demonstrates the hotel's commitment to
protecting guest property and upholding the highest standards of hospitality.

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  Preserving Brand Reputation: A positive guest experience directly impacts a hotel's
reputation and brand image. By effectively managing lost and found items, hotels can
avoid negative reviews and maintain a positive perception among potential guests.
 Legal Considerations: Properly handling lost and found items is also essential to
comply with legal requirements regarding unclaimed property. Under the principle of
constructive bailment, the hotel becomes a bailee of the lost or found item and is
therefore responsible for taking reasonable care of the item. The hotel is also
obligated to make a reasonable effort to locate the owner of the item. Hence by
establishing clear policies and procedures, hotels can avoid potential legal disputes
and maintain legal compliance.

Key Elements of the Lost and Found Procedure:

 Designated Lost and Found Area: Establish a secure and organized location to store
found items.
 Detailed Reporting: Implement a system for recording lost and found items, including
detailed descriptions, dates, and locations.
 Active Communication: Promptly notify guests via email of any items found and
provide clear instructions for retrieval.
 Regular Inventory Checks: Periodically review and audit the lost and found inventory
to ensure accuracy and prevent misplacement.
 Disposal Policy: Establish a clear disposal policy for unclaimed items after a
reasonable period.
 Technology Integration: Consider using technology solutions to streamline lost and
found management, such as lost and found software or online lost and found
databases.
 Staff Training: Train staff on proper lost and found procedures, including identifying,
reporting, and securing lost items.

Treatment of Lost and found Items.

 Perishables: Perishable items such as food and beverages are held by security for a
maximum of 24 hours. Unsealed food items are thrown away where as sealed food
items are given off to charity. Unsealed alcoholic beverages are thrown away whereas

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 sealed alcoholic beverages are handed over to the food and beverage team to be
resold.
 Non-Valuables: Items such as clothes, handkerchiefs, charging cables, etc. are
considered non-valuable and are held with the hotel security team for no more than 3
months after which, the items are given off to the Fr. Angel Balbhawan Charitable
Trust, Noida.
 Valuable items: Valuable items are handed over to the security department
immediately upon being discovered. After 365 days, valuable items such as cash,
articles made from precious metals, etc. are handed over to the finance department
which are sold off to the charity.

Task Sheet
The housekeeping task sheet is a report generated from the Opera PMS. It includes details
such as room status, reservation status, name and title of the guest, VIP type, estimated time
and date of arrival and departure and occupancy of each room. Furthermore, it also mentions
whether a room is on call or do not disturb. The task sheet provides the room attendant with
the number of rooms that they need to service before their shift ends. The task sheet for each
floor is divided into groups of 15 to 60 rooms depending on the shift and the same is handed
out to each room attendant.

Task List

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Guest Met Register
The guest met register in housekeeping is a logbook that is used to record the names of
guests, the time that they met with housekeeping staff and the detailed conversation that was
had. This information can be helpful for several reasons, such as:

 Investigating complaints: If a guest makes a complaint about housekeeping, the guest

met register can be used to investigate the complaint. This information can help to
identify the root cause of the problem and take steps to prevent it from happening
again.
 Tracking guest requests: If a guest makes a request to housekeeping, such as for
additional towels or amenities, the housekeeper can note the time and details of the
request in the guest met register. This information can be helpful for tracking the
status of the request and ensuring that it is completed promptly.

VIP in house report

The VIP In-House Report is a document that provides detailed information about VIP guests
who are currently staying at the hotel.

Key elements of a VIP In-House Report:

Guest Information:

 Guest name and contact information

 VIP code
 Company affiliation or affiliation with other VIPs
 Guest's purpose of stay and any special requests

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Arrival and Departure Details:

 Arrival date and time

 Departure date and time
 Room type and room number
 Any special arrangements or upgrades for the guest's stay

Guest Preferences:

 Food and beverage preferences

 Activities or excursions planned during the stay.
 Any special requests or needs the guest may have.

VIP in house
report

Interdepartmental coordination
Housekeeping plays a vital role in the interdepartmental coordination with Front Office,
Engineering and Stores. Effective communication and collaboration between these
departments are essential for ensuring the smooth operation of a hotel and providing a
positive guest experience. At the Taj Palace, New Delhi the staff uses the FCS system to
communicate any tasks and requests across departments.

Common requests include:

 Maintenance Requests: Housekeeping communicates maintenance issues to

Engineering, such as malfunctioning appliances, faulty fixtures, or plumbing
problems. Engineering promptly addresses these issues to maintain the hotel's
facilities and ensure guest comfort.

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  Guest Requests: The Front Office relays guest requests to Housekeeping, such as
additional towels, toiletries, or amenities. Housekeeping promptly fulfils these
requests to ensure guest satisfaction.
 Special Arrangements: For VIP guests or special requests, Housekeeping works
closely with the Front Office to coordinate arrangements, such as specific room
setups, preferences, and amenities.

Intradepartmental Coordination:
Effective intradepartmental coordination is crucial for a seamless running of business as
numerous subdepartments within the housekeeping department work in unison. For the
purpose of such coordination each supervisor and floor attendant is given a company
registered mobile phone on which the FCS system is installed. Furthermore, if a room
attendant needs to contact the desk for any assistance, they can dial the extension “3505” on
any landline in the hotel to connect with the housekeeping desk.

Floor Pantry
A housekeeping pantry is a designated area in the hotel where linen, cleaning supplies and
equipment are stored and organized. It is an essential part of the housekeeping department,
providing staff with the necessary tools to keep guest rooms and common areas clean and
sanitized. One pantry is located on every floor of the hotel.

The purpose of a housekeeping pantry is to:

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  Store and organize cleaning supplies and equipment: Housekeeping staff rely on a
variety of supplies and equipment to perform their duties, including cleaning
chemicals, cloths, sponges, mops, vacuums, and cleaning carts. The pantry provides a
central location to store these items in an organized and accessible manner.
 Maintain inventory levels: The housekeeping department needs to ensure that it has a
sufficient stock of supplies to meet the daily cleaning needs of the hotel. The pantry
helps to track inventory levels and identify when items need to be restocked.
 Prevent theft and loss: By storing cleaning supplies in a secure location, the pantry
helps to prevent theft and loss. This can save the hotel money and ensure that staff
have the necessary supplies available to do their jobs.
 Control costs: The pantry can help to control costs by ensuring that cleaning supplies
are used efficiently. Staff can easily access the supplies they need, and they are less
likely to waste or misuse them.
 Promote efficiency: A well-organized pantry can help to promote efficiency by
making it easy for staff to find the supplies they need. This can save time and improve
productivity.

Items Available at the Pantry

Item Item

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Bed Sheet (Double Bed) Shower gel, Conditioner, bar soaps
Pillow Cases Shower cap
Duvet Cover (Double Bed) Combs
Duvet (Double Bed) Disposable bags for guests
Bed Sheet (Single Bed) Tooth brush
Duvet Cover (Single Bed) Toothpaste
Duvet (Single Bed) Shaving razer
Face Towel Ironing Board
Hand Towel Flowers
Bath Mat Large Slippers
Bath Towel Medium Slippers
Tissue Box
Toilet tissue role
Laundry Bag
Black Shoe Polish
Brown Shoe Polish
Bath Robes
Cleaning chemicals

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Room Attendants Caddy
A housekeeper's caddy is a portable organizer that is used to store and transport cleaning
supplies. At the Taj Palace, New Delhi it is a small, lightweight bucket made out of thick jute
fabric with a handle and compartments for different cleaning products. Housekeeper's caddies
are an essential tool for housekeepers, as they allow them to easily keep track of their
supplies and move them from room to room. They can also help to prevent spills and
accidents, as they keep cleaning products contained in one place. Moreover, at the Taj Palace,
New Delhi, room attendants carry two caddy’s for each individual where in one caddy is for
carrying linen while the other carries cleaning equipment and room amenities.

The inventory of the housekeeping caddies:

 Linen Caddy: This caddy consists of one large box that can accommodate the linen
for approximately two rooms.
 Cleaning / Amenities caddy: this caddy comprises if two boxes stacked one on top of
the other. The first and topmost box comprises of cleaning equipment such as dusters,
wipers, cleaning chemicals. As each room ateendet is responsible for 15 rooms they
each keep enough amenities to service those rooms on double occupancy. For
instance, if 2 bar soaps go into one room, a caddy bust have 60 bar soaps.

Lotion and Shower Gel

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 Dusters

Chemicals

Guest Service Drawer

An external guest drawer is a small, secure compartment located outside of a guest room
door. It serves as a convenient way for guests to communicate with housekeeping staff and
vice versa without having to directly interact with them. It must be noted that this facility is
only available for Taj club rooms.

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Corridor inspection
A housekeeper will inspect several aspects of the corridors of a hotel to ensure they are clean,
safe, and presentable for guests. Here's a detailed breakdown of the inspection process:

 Flooring: The housekeeper will check the floor and carpet for any dirt, debris, stains,
or spills. They will sweep or vacuum the floor to remove any loose dirt and then mop
the floor with a cleaning solution to remove any stains or sticky residue.
 Walls: The housekeeper will inspect the walls for any fingerprints, smudges, or
markings. They will wipe down the walls with a damp cloth to remove any dirt or
grime.
 Emergency exit signs: The housekeeper will check that the emergency exit and signs
are clean and free of any obstruction. They will also ensure that the lights are working
properly.
 Lighting: The housekeeper will check that all of the lights in the corridors are
working properly. They will also ensure that the lights are bright enough and that they
are not flickering or buzzing.
 Artwork and décor: The housekeeper will check that all of the artwork and décor in
the corridors is clean and free of dust. They will also ensure that the artwork is
properly hung and that the décor is arranged neatly.
 Furniture: The housekeeper will check that the furniture in the corridors is clean and
free of dust. They will also ensure that the furniture is arranged neatly and that it is
not obstructing the passageway.
 Plants and flowers: The housekeeper will check that the plants and flowers in the
corridors are healthy and well-watered. They will also remove any dead leaves or
flowers.

Brands
The Taj Palace, New Delhi utilizes a diverse range of brands to enhance the guest experience
and cater to various preferences. These brands encompass various aspects of housekeeping
operations of the hotel like guest amenities and operational equipment. Some of the brands
observed were:

Amenity Brand

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 Guest Soaps, shampoo, conditioner, lotion Forest Essentials
Higher room category bath robes, Pillows Ploh
Facial tissues, toilet paper role Kleenex by Kimberly Clark
Towels Trident Group
Bed linen Trident group
Pencils Apsara
Odour Neutralizer Wikka
Bath Salts Roots & Flowers
Baby Powder Himalaya
Cleaning Machines TASKI

Equipment
Various types of equipment are leveraged by the housekeeping department to aid in
completing their tasks in a efficient and effective manner. The following are the various types
of housekeeping equipment observed:

Ozoniser
An Ozoniser or ozone generators are devices that produce ozone, a naturally occurring
unstable molecule that is made up of three oxygen atoms (O3). Ozone is a powerful oxidizing
agent that can kill bacteria, viruses, mold, and mildew.

At the Taj Place, New Delhi, the house keeping department leverages the ozoniser for the
following reasons:

 Sanitizing Surfaces: Ozone acts as a powerful oxidizer, breaking down the cellular
structures of bacteria, viruses, mold, and mildew. This effectively eliminates these
microorganisms from surfaces, providing a hygienic environment.
 Deodorizing Air: Ozone molecules react with odour-causing compounds, breaking
them down into harmless byproducts. This eliminates unpleasant smells, including
cigarette smoke, etc. resulting in a fresh and pleasant atmosphere.

The following guidelines need to be adhered to effectively utilize an ozone generator in

housekeeping:

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  Ventilation: Before using the ozone generator, ensure adequate ventilation by opening
windows or doors to allow fresh air circulation. This helps to dilute the ozone
concentration and prevent potential health risks.
 Ozone Generator Placement: Position the ozone generator in a central location within
the room or space to ensure even distribution of ozone
 Treatment Duration: The treatment time for ozone generators varies depending on the
size of the space, the severity of the odour or contamination, and the desired level of
sanitization.
 Post-Treatment Ventilation: After the treatment time is complete, allow the room to air
out thoroughly by opening windows and doors. This ensures that any remaining ozone
molecules dissipate, allowing for safe occupancy.

Safety precautions when using an ozone generator:

 Do not inhale ozone. Ozone can irritate the respiratory system.

 Do not use an ozone generator in occupied spaces for extended periods of time. High
levels of ozone can be harmful to health.
 Do not use an ozone generator for long periods of time in rooms that are occupied as
Ozone can be harmful.

Carpet Cleaner
Carpet cleaning machines are a valuable tool for housekeeping professionals, providing an
efficient and effective way to clean and sanitize carpets. They offer a range of benefits over
traditional vacuuming, including:

 Deeper Cleaning: Carpet cleaning machines utilize powerful rotating brushes or

agitators to penetrate deep into the carpet fibres, dislodging embedded dirt, dust, and

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 debris that vacuuming alone cannot reach. This results in a more thorough and deeper
clean, leaving carpets looking and smelling fresh and revitalized.
 Stain Removal: Carpet cleaning machines often incorporate stain removal
capabilities, using specialized cleaning solutions and powerful suction to break down
and extract stains caused by food, beverages, pets, or other accidents. This helps to
restore the original appearance of carpets and prolong their lifespan.
 Allergen Reduction: Carpet cleaning machines can effectively remove allergens such
as dust mites, pet dander, and pollen, which can contribute to respiratory allergies and
asthma. Regular carpet cleaning can significantly improve indoor air quality and
create a healthier indoor environment.
 Sanitization: Carpet cleaning machines can also sanitize carpets, eliminating
bacteria, viruses, and mold that can thrive in the dark, moist environment of carpets.
This helps to prevent the spread of germs and create a more hygienic living space.

Vacuum Cleaner
The Taj Palace, New Delhi uses a TASKI Aero 15 plus vacuum cleaner for its housekeeping
activities in guest rooms. The vacuum has a 800W and a HEPA H13 Filter.

Spray Bottle
Spray bottles are versatile tools that serve a variety of purposes in the housekeeping
department. They are commonly used to dispense cleaning solutions, disinfectants, and air
fresheners. Their ability to deliver a fine mist or stream makes them ideal for applying liquids
to hard-to-reach areas and controlling the amount of solution used. Here are some specific
reasons why spray bottles are essential for housekeeping:

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  Efficient Cleaning: Spray bottles allow for controlled application of cleaning
solutions, preventing waste and ensuring that surfaces are evenly coated. The mist or
stream can penetrate into crevices and corners, effectively removing dirt and grime.
 Air Freshening: Spray bottles are commonly used to disperse air fresheners, creating a
pleasant atmosphere. The mist can evenly distribute the fragrance throughout a room,
eliminating unpleasant odors.

Hand Pump Sprayer

The hand pump sprayer is used by the housekeeping department to spray pesticide in rooms.
It is operated by first building up pressure using a manual hand pump and then releasing the
chemical using a regulator at the handle.

Key Features of Handheld Sprayers

 Compact and Portable: Handheld sprayers are lightweight and easy to carry, making
them convenient for indoor use and spot treatments. They are typically small enough
to fit in cabinets or storage areas.
 Manual Pump Mechanism: The pump is operated manually, allowing users to
control the pressure and amount of pesticide being dispensed. This provides precision
and prevents over-application.
 Adjustable Nozzle: The nozzle can be adjusted to produce a fine mist, a stream, or a
jet, depending on the desired application. This allows for targeted treatment of
different types of pests and affected areas.

Pest control
Pest control is an essential part of ensuring that guests have a pleasant lodging experience.
Furthermore, it helps to protect the health and safety of guests and staff. Most pests are
vectors for diseases and can pose a variety of health-related risks. They can also damage
property and create a nuisance for guests. Lastly, a pest infestation can damage a hotel's
reputation and lead to lost business.

At the Taj Palace, New Delhi pest control is the responsibility of the housekeeping
department, which takes various preventive measures daily to keep pests out of the hotel.

Alpha cypermethrin is the chemical used for pest control. It behaves as a fast-acting
neurotoxin in insects. It is easily degraded on soil and plants but can be effective for weeks

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when applied to indoor inert surfaces. Exposure to sunlight, water and oxygen accelerate its
decomposition. Hence it is applied to all rooms daily.

Characteristics of a good housekeepers

Product Knowledge

Product knowledge is a valuable characteristic for housekeepers, as it enables them to

effectively perform their duties and provide superior service to guests. Having a strong
understanding of the various cleaning products, equipment, and amenities used in
housekeeping allows housekeepers to:

 Right Products for the task: Housekeepers need to know which cleaning products
are most suitable for different types of surfaces and materials, such as wood, marble,
granite, textiles, and upholstery. Understanding the properties and potential hazards of
various chemicals ensures that housekeepers use the right products safely and
effectively.
 Prevent Damage to Surfaces and Furnishings: Using the wrong cleaning products or
methods can damage delicate surfaces and furnishings. Housekeepers with product
knowledge can avoid these costly mistakes and maintain the integrity of the hotel's
property.
 Room Knowledge: This expertise extends beyond the physical aspects of the room to
an understanding of guest expectations and preferences. A housekeeper with hotel
room knowledge is attuned to the needs of discerning travelers, anticipating their
desire for a well-stocked minibar, ample towels and toiletries, and a room that reflects
their individual preferences. Hotel room knowledge also empowers housekeepers to
identify potential issues or concerns before they arise. They can recognize signs of
wear and tear, troubleshoot minor malfunctions, and proactively address any details
that might detract from the guest experience.

Grooming
Grooming, a subject often associated with personal hygiene and appearance, plays a crucial
role in housekeeping, extending beyond mere aesthetics to encompass the overall well-being
and professionalism of a housekeeping staff.

A well-groomed housekeeping staff projects an image of cleanliness, attention to detail, and

professionalism. Neat and tidy uniforms, clean hands and nails, and a well-kempt appearance

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convey a sense of care and commitment to maintaining a hygienic environment. This positive
impression fosters trust and confidence among guests, clients, or residents, ensuring a
favorable perception of the housekeeping service. The grooming of all housekeeping staff is
checked by an assistant housekeeper on a daily bases for each shift.

Effective grooming for housekeeping staff encompasses several key practices:

 Hand Hygiene: Frequent handwashing with soap and water, especially before and
after handling food or cleaning chemicals, is essential to prevent the spread of germs.
 Nail Care: Short, clean fingernails prevent dirt and bacteria buildup, reducing the risk
of infections. Short nails also mitigate the probability of damage while working.
 Uniforms: Clean, properly fitting uniforms maintain a professional appearance and
protect clothing from dirt and stains.
 Hair Care: Tidy and restrained hairstyles prevent hair from interfering with work
tasks and reduce the risk of hair contamination.
 Protective Gear: Utilizing appropriate protective gear, such as gloves, masks (if
sick / allergy), and eye protection, safeguards against exposure to harmful chemicals
or substances.
 Shoes: Polished shoes complete the overall uniform of housekeeping staff. They
complement the neat and tidy appearance of uniforms and reinforce the professional
image.

Grooming Checklist

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Eye for detail
One of the most crucial qualities that a housekeeper must possess is an eye for detail. This
keen ability to notice even the smallest imperfections is essential for upholding the high
standards of cleanliness and presentation that are expected in hotels.

An eye for detail in housekeeping goes beyond simply cleaning surfaces. It encompasses a
comprehensive approach to ensuring that every aspect of the guest's environment is
impeccable. This includes:

 Spotting and removing stains or smudges on furniture, floors, and walls.

 Ensuring that all linens are fresh, clean, and properly folded.
 Arranging toiletries and amenities in a neat and orderly manner.
 Polishing fixtures and surfaces to a gleaming shine.
 Identifying and reporting maintenance issues promptly.

The ability to maintain such a high level of attention to detail is not something that is innate;
it is a skill that is developed through training and experience. The hotel housekeeping staff
undergo rigorous training programs that cover all aspects of cleaning, sanitation, and
presentation which helps them develop the skill over time. They are also expected to have a
strong work ethic and a commitment to excellence.

Here are some ways in which an eye for detail are developed in the housekeeping department
of a hotel:

 Establish clear expectations and standards. Housekeeping staff should be clearly

informed of the hotel's expectations for cleanliness and presentation. This should
include specific guidelines on how to clean different types of surfaces, how to fold
linens, and how to arrange amenities.
 Provide regular feedback and training. Housekeepers should receive regular feedback
on their performance, both positive and negative. This feedback should be used to
identify areas for improvement and provide additional training as needed.
 Encourage a culture of continuous improvement. Housekeepers should be encouraged
to always be looking for ways to improve their skills and knowledge. This can be
done through regular training sessions, the sharing of best practices, and the
recognition of exceptional.

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Housekeeping Chemicals
R Series
The R1 through R9 designations are part of Diversey's TASKI product line, specifically the
TASKI R-Series chemicals. These are a series of concentrated cleaning chemicals designed
for professional use in hotels, offices, and other commercial settings. Each product has a
specific purpose and is formulated to tackle different cleaning challenges.

 R1: Bathroom cleaner-cum-sanitiser concentrate for cleaning and sanitizing bathroom

surfaces, including toilets, sinks, showers and bathtubs.
 R2: Tackles a variety of hard surfaces, including floors, countertops, and appliances,
removing dirt, grime, and grease.
 R3: quickly and effectively removes streaks, smudges, and fingerprints from glass
surfaces, leaving a sparkling finish.
 R4: Cleans, polishes, and protects furniture surfaces, restoring shine and providing a
protective coating.
 R5: Eliminates unpleasant odors, leaving behind a pleasant and refreshing fragrance
in various settings.
 R6: Powerfully removes stains, rust, and scale from toilet bowls, leaving a fresh and
clean scent.
 R7: Effectively cleans a variety of floor surfaces, including tile, and vinyl, leaving a
streak-free finish.
 R8: Kettle descale
 R9: Specifically designed for hard water environments, effectively combating
limescale and soap scum.

These chemicals are typically packaged in a concentrated solution and must be used in
dilution with water, and the specific dilution ratio varies depending on the product and the
cleaning task. Below is the recommend dilution ratios for the R series chemicals:

Chemical Dilution Ratio

R1 1:20
R2 1:20 – 1:30
R3 1:20 – 1:30
R4 1:10 – 1:20
R5 1:5

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 R6 1:4
R7 1:100
R9 1:20

Carpet Cleaners
 TR101: Diversey TR101 is a concentrated carpet shampoo designed for interim
cleaning of carpets. It has a neutral pH and produces dry foam, making it gentle on
carpets and leaving no sticky residue. TR101 is effective at removing dirt, grime, and
stains, and it can also help to brighten and deodorize carpets.
 TR103: Diversey TR103 is a specially formulated liquid detergent compound that is
used to clean entire carpets and rugs. It is gentle to fibers and is ideal for the effective
removal of water-soluble and greasy/oily soil. TR103 can also be used to clean
upholstery and other textile surfaces.

Other chemicals:

Emerel Plus: Removes soap scum from bathroom tiles and fixtures. Removes tough grease
and grime from hard surfaces.

Drain Ex: Used to unclog drains. Half a sachet is poured in each drain inlet along with some
water.

Cost control
Cost control is a crucial aspect of housekeeping operations, as it directly impacts the
profitability and sustainability of hospitality businesses. Implementing effective cost-saving
measures can significantly reduce expenses and enhance overall operational efficiency. Here
are some key strategies for achieving cost control in housekeeping:

 Pantry doors require a master key to gain access to mitigate pilferage of amenities.
 Furthermore, as the butler has access to the master key, the individual cabernet doors
or locked using a physical lock and key.
 Not to use linen for dusting
 Give stained linen separately.
 Charging for damaged duvet
 Separating yellowed bed linen and greyed bath linen.
 Replacing or adding amenities only after 1/3rd is consumed.

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Safety & Security
the role of housekeeping extends beyond just aesthetics; it also encompasses safety and
security. Housekeeping staff plays a crucial role in preventing accidents, protecting guests
and property, and ensuring the overall well-being of all occupants. Discussing safety and
security is a topic discussed daily during the briefing of each shift. Some of the safety aspects
that were observed are:

Locked Windows

Locked windows serve several purposes in ensuring guest safety:

 Prevent accidental falls: Locked windows prevent guests, especially children, from
opening windows and accidentally falling from a height.
 Deter unauthorized entry: Locked windows deter intruders and can provide an
additional layer of security for guests and their belongings.
 Control smoke spread: In the event of a fire, locked windows can help to slow the
spread of smoke from outside the building, protecting guests in their rooms.

Fire Escape Maps Behind Doors

Fire escape maps behind doors provide guests with clear and readily accessible information
about the building's layout and evacuation procedures. These maps typically include:

 Floor plan: A detailed floor plan showing the location of the guest room, fire exits,
stairwells, and any other relevant features.
 Evacuation route: A clearly marked evacuation route leading from the guest room to
the nearest fire exit and ultimately to the outside of the building.
 Assembly point: The designated assembly point outside the building where guests
should gather after evacuating.

Emergency Exits

Emergency exits are clearly marked and accessible escape routes that allow guests to safely
exit the building in the event of a fire.

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  Emergency exits: 4 fire exits on every floor except on the 7 th floor which has 3 exits
due to the area being occupied by the club lounge.
 Emergency signage: Clear and visible signage that indicates the location of the fire
exit.
 Emergency lighting: Emergency lighting that activates in the event of a power outage,
ensuring visibility during an evacuation.
 Alarm systems: Alarm systems that automatically activate in the event of a fire,
alerting guests and staff to the danger.
 Unobstructed access: Fire exits must be free of obstructions, such as furniture or
debris, to ensure a clear path for evacuation.

Guests

Housekeepers are required to be vigilant for guests that display suspicious attitudes or
behaviours such as:

 Asking for the number of VIPs in the property

 Taking pictures of fire exit areas
 Taking pictures of fire exit floor plans
 Asking questions regarding detailed occupancy levels
 Unattended baggage in the corridors.

Furthermore, if guests are locked out of their rooms or mention that their key card is not
working, the housekeeper may only open the door if they are certain that they recognise the
guest, if not the housekeeper must mention that as their key card is not functioning a new one
would be required to be issued by the front office. The guests must politely be redirected to
the front office.

Paathya
Paathya is a sustainability initiative launched by Indian Hotels Company Limited (IHCL) in
2022. It is derived from the Sanskrit word "pathya," which means "a path" or "a means."
Paathya is an important part of IHCL's strategy to create a more sustainable and inclusive
future. The company is committed to making Paathya a success and is working hard to
achieve its goals.

At the Taj Palace, New Delhi, The following Paathya initiatives were observed:

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Bottles

The hotel only uses Paathya water as portable water in all rooms. Paathya water has the
following impact on the hotels sustainability footprint:

 Eliminate Single-Use Plastic Bottles: Paathya Water aims to completely eliminate

the use of single-use plastic.
 Reuse Wastewater: Paathya Water also aims to reuse 100% of wastewater generated
by. This is achieved by installing wastewater treatment plants. Through reeverse
osmoses and filtration the water is bottled

Paathya Card

As an initiative to save water and electricity the Taj Palace introduced Paathya cards for all
rooms in the hotel. The card explains that to save water and electricity, the bed linen will only
be changed if the card is placed on the bed. However, it must be noted that the linen is
changed regardless of the presence of the card if any stains are spotted on the linen.

Amenities packaging

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Paathya centric packaging is an initiative to move towards a plastic free world. All guest
amenities are packaged using biodegradable wax paper.

Recycling Soap Bars

Recycling soap bars in at the hotel is a sustainable practice that greatly helps to reduce waste
and conserve resources. Soap bars are recycled in the following manner:

 Collection: Used soap bars are collected from hotel rooms by housekeeping staff.
 Processing: The soap bars are melted down and remoulded into new bars of soap.
 Distribution: The soap bars are distributed to underprivileged sections of society

Guest Complaints
Managing complaints effectively is crucial for businesses of all sizes and industries. It not
only helps to resolve customer issues and maintain a positive customer experience but also
provides valuable insights for improving products, services, and processes. By effectively
managing complaints, businesses can:

 Enhance customer satisfaction: When complaints are handled promptly,

empathetically, and effectively, customers feel valued and respected. This positive
interaction can turn a disgruntled customer into a loyal advocate for the brand.
 Identify and address recurring issues: Complaints often highlight common
problems or areas for improvement. By analyzing complaint data, businesses can
identify patterns and trends, allowing them to address underlying issues and prevent
future occurrences.
 Improve product and service quality: Complaints provide direct feedback on
customer expectations and experiences. By understanding customer pain points,
businesses can make informed decisions to improve their products and services,
leading to increased customer satisfaction and loyalty.

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  Strengthen customer relationships: Effective complaint handling demonstrates a
company's commitment to customer care and builds trust with existing customers.
This can foster stronger relationships, encourage repeat business, and attract new
customers through positive word-of-mouth.
 Gain a competitive edge: In today's competitive marketplace, businesses that excel
in complaint management stand out from the crowd. By prioritizing customer
satisfaction and continuously improving their offerings, businesses can gain a
significant competitive advantage.
 Reduce costs: Addressing complaints promptly and effectively can save businesses
money in the long run. By preventing recurring issues, minimizing customer churn,
and avoiding reputational damage, businesses can reduce their overall costs and
improve their bottom line.
 Enhance employee engagement: When employees are empowered to effectively
handle customer complaints, they feel valued, respected, and have a clear role in
contributing to customer satisfaction. This can boost employee morale, engagement,
and productivity.
 Strengthen brand reputation: Effective complaint management fosters a positive
brand image. Customers appreciate businesses that are responsive to their feedback
and take action to address concerns. This can lead to positive word-of-mouth,
increased brand loyalty, and a stronger market reputation.
 Foster innovation: Complaints can serve as a catalyst for innovation. By
understanding customer needs and addressing pain points, businesses can identify
opportunities for new products, services, or improvements to existing offerings.
 Demonstrate transparency and accountability: Effective complaint management
demonstrates a company's commitment to transparency and accountability. By
acknowledging mistakes, taking responsibility for issues, and taking action to rectify
them, businesses build trust with customers and stakeholders.

LEARN (Listen, Empathize, Apologize, Respond, and Resolve) is a customer service

approach that is effectively used to manage complaints at the housekeeping department at Taj
Palace, New Delhi. LEARN is implemented in the following manner:

 Listen: The first step is to actively listen to the customer's complaint without
interrupting or becoming defensive. Show empathy by understanding their perspective
and acknowledging their frustration.

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  Empathize: Put yourself in the customer's shoes and express understanding of their
feelings. Use phrases like "I understand your frustration," "I can see why you're
upset," or "I apologize for the inconvenience this has caused you."
 Apologize: Sincerely apologize for the inconvenience or dissatisfaction caused to the
customer. Take ownership of the issue and avoid making excuses or blaming others.
 Respond: Address the customer's complaint promptly and effectively. If the issue can
be resolved immediately, do so. If it requires further investigation or action, provide a
clear timeline for resolution.
 Notify: Notify the senior most individual that you report to.

Common types of complaints that were observed often related:

- Delayed guest services

- Extended waiting time to check-in to rooms
- Stained pillowcases or bedsheets.

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