TYPES AND USES OF

DIFFERENT HOUSEKEEPING
AND FRONT OFFICE FORMS
BY; DAVE CAPONPON
       KIRSTELL LYCA LAVANDERO
FRONT OFFICE
◦ Front offices are typically called so because
they are at the front or entrance of a
business, giving customers easy access to
office workers. This vital section of the
business can serve many purposes,
depending on the company, and are often
the best place to obtain any customer-
related information
 DIFFERENT TYPES AND
USES OF FRONT OFFICE
FORMS
 GUEST
REGISTRATION
CARD
◦ The purpose of the guest registration card is
to record the essential information of all the
guests. The basic personal information such
as the name of the guest, the address, the
phone number, the email id, the mode of
payment etc., are needed to keep a proper
track of the guest list of the hotel.
RESERVATION FORM
◦ Reservations can help people acquire what certain
products or services that they need ahead of time.
Which is why it writing reservation forms are a
must if one wishes to reserve something such as a
venue for a particular occasion.
DAILY RUNNING
SHEET
◦ This contains all the tasks that
need to be accomplished at the
front [Link] purpose of this
form is for the front desk clerk
to remember all the tasksfor
the day. This can also serve as
the checklist.
FRONT OFFICE
DIARY
◦ this is also known as log book,
contains all important events that
transpiredin the hotel front desk
during the day. Unlike an ordinary
diary that haslengthy entries, the
front office diary is concise and brief.
However, it hasnecessary details like
the time and phrase that reflects
actual account ofincidents in the
hotel for each day
 ◦ This has the consolidated
GUEST guests’ requests that were
REQUEST jotted down as therequests
SHEET
are made.
FRONT OFFICE SHEET

◦ The front office cash sheet lists each cash receipt

or disbursement in order to reconcile cash on hand
at the end of a cashier's shift with the documented
transaction that occurred during the same shift
 ◦ CANCELLATION - the action of
canceling something that has been
arranged or planned

AMENDMENT/ AMENDMENT -  An amendment is

CANCELLATION a formal or official change made to a
law, contract, constitution, or other legal
FORM
document. It is based on the verb to
amend, which means to change for better.
Amendments can add, remove, or update
parts of these agreements.
GUEST FOLIO
◦ an account associated with a
single hotel guest. All
transactions between the hotel
and the guest are recorded into
the guest folio. All single guest
information is also saved into the
guest folio
GUEST HISTORY CARD

◦ The guest History card is a permanent

record of the previous stays of of each
hotel guest. It was maintained for
regular guest but now it is maintained for
guest coming and staying in hotel.
 ◦ If petty payments, like taxi fare,
cinema tickets, medicine, postage
etc. are made by the front desk,
PAID OUT a Visitor's Paid Out Voucher is
VOUCHER issued on guest's name, and his
signature is collected, and the
amount is debited in guest's folio
HOUSEKEEPING
FORMS
 ◦ This report shows the list of guests
who have checked-in the hotel with
details such as the number of adults
and children, number of nights, and
housekeeping status. This report is
HOUSEKEEPING
ROOM OCCUPANCY generated for the occupied rooms,
REPORT rooms expected to be occupied,
checked-out rooms, and vacant or
blocked rooms. This report is
generated for scheduling rooms for
cleaning.
 DESK CONTROL
REPORT
◦ It is the one point contact for all
housekeeping activities which
also controls, coordinates and
keeps a constant link among the
various activities taken place at
different locations by
housekeeping staff.
DISCREPANCY
REPORT
◦ The Room Discrepancy
Report displays all discrepant
rooms - a listing of all room
statuses that are inconsistent
with Housekeeping status
and Front office status
 RECEIVING
24 HOURS MANNED
CENTRAL HUB INFORMATION &
DEPARTMENT
DISTRIBUTING 

FUNCTIONS  SMOOTH COORDINATION

WITH OTHER RECEIVES MESSAGES
COLLECT KEYS OF
ROOMS
DEPARTMENTS

ROOM STATUS REPORT

                         
                         
                         
GOES THROUGH THE LOG                          
LOST AND FOUND
BOOK                 
 DOCUMENTS
MAINTAINED BY DESK
CONTROL
LOGBBOOK
EXPECTED ARRIVAL REGISTER
MAINTENANCE JOB ORDER REGISTER
GUEST SERVICE/CALL REGISTER
OCCUPANCY CHART
STAFF PLACEMENT
KEY REGISTER
DESK CONTROL CHECKLIST
DEPARTURE REGISTER
MISSING ITEM REGISTER
EMERGENCY CUPBOARD REGISTER
ROOM STATUS REPORT
 I. THE NERVE CENTRE
[Link] AND
ROLE OF DEPARTURES LIST
DESK [Link] LIST
CONTROL AS
[Link] REPORT
A NERVE
CENTER  [Link] &
MAINTENANCE
INSTITUTIONAL HOUSE RULES
AND PROCEDURES FOR
SAFETY AND SECURITY
GUEST'S SAFETY AND SECURITY

◦ Safety is the condition of being protected from harm or

other non-desirable outcomes, caused by non-intentional
failure. Security is the condition of being protected from
harm or other non-desirable outcomes caused by
intentional human actions or human behavior.
LIGHTING

◦ Make sure isolated spaces are well lit and regularly maintained.
Problematic behaviors often happen in dimly lit areas, and ensuring
bulbs are checked and replaced when broken, or improved lighting
systems are installed, has been shown to reduce crime by up to 36% in
cities. Public areas such as parking lots, hallways and alleys should be
the focus.
CONTROL ACCESS

◦ Either using a surveillance system or by redirecting paths, all traffic should

pass through areas that can be easily controlled and monitored. “Non-
spaces” should be eliminated or blocked from public access and your
premises should be designed in a way that directs footfall through the
building in an efficient way to prevent large groups accumulating in busy
public areas.
REGULATE THE NUMBER OF ENTRANCES

◦ The fewer there are, the fewer security personnel and resources will
be required to monitor them. Again, controlling through traffic can
help you decided on the best placement, and entrances should
always be part of your access plan. Exits should be designed with
fire safety in mind, allowing fast egress of the building.
EXTERIOR MAINTENANCE

◦ Simple maintenance jobs such as painting, gardening and cleaning

up litter from hotel property send a message to both hotel guests
and potential transgressors. The “Broken Window Theory” suggests
that visible signs of crime, anti-social behavior, and civil disorder
may encourage further crime and disorder. Additionally, a well-
maintained exterior also improves client-perception of your
establishment.
HOTEL ROOM MAINTENANCE

◦ Simple maintenance jobs such as painting, gardening and cleaning

up litter from hotel property send a message to both hotel guests
and potential transgressors. The “Broken Window Theory” suggests
that visible signs of crime, anti-social behavior, and civil disorder
may encourage further crime and disorder. Additionally, a well-
maintained exterior also improves client-perception of your
establishment.
ACCESS CONTROL

◦ Conventional room keys are easily lost, literally opening the door
to theft or break in. Digital credit card-type key cards, however,
can activated or deactivated when necessary. Additionally, this
technology also prevents criminals from copying keys for use
after they have checked out.
 CCTV SECURITY CAMERA
◦ Today’s security systems are discreet and highly effective, and
not only allow you to catch illegal activity that may elude
security guards, but also serve as a deterrent. Cameras covering
the front desk and in other public areas will decrease the
likelihood of bad behavior or criminality while also providing
hotel staff and the law enforcement with a visual record of any
incidents that may take place.
REGISTRATION PROCESS

◦ Best practice is to ensure staff fill out the information contained in

registration forms themselves by asking relevant questions. Ask for
several pieces of I.D. from each guest; ask questions about the
number of people staying in the room and potential visitors; check
license plate numbers. In addition to this, keep easily accessible
records, introduce more secure payment systems, and ensure data
protection policies are adhered to.
TREAT HOTEL EMPLOYEES WELL

◦ The underlying motives behind employee theft and fraud are

complex, however, one study suggests that the adrenaline rush
involved taking revenge against poor employers plays a large part.
If this is true, then treating your staff with respect, paying them
fairly, providing vacation time, and communicating hotel policies
can go a long way to combating the issue, removing the need for
employees to “hit back” at the employer.
INSTITUTIONAL HOUSE RULES
AND PROCEDURES FOR TOOLS,
MATERIALS, EQUIPMENTS, AND
OTHER AMENITIES
 TOOLS, EQUIPMENT AND THEIR FUNCTION
Tool’s Name The Functions
Blower Machine For drying wet floor carpets.
To accommodate glass cleaning water, floors, tables, and
Spray Bottle
others.
To remove dirt adhering to dry and wet floors and sweep
Brush And Long Stick
the floor with a long handle.
To clean the dust on the ceiling or high surfaces and
Ceiling Brush
cobwebs on the ceiling of the room.
To temporarily accommodate garbage before being
Container Bin
transported by a garbage truck.
To give a warning sign, be careful if the floor is slippery
Danger Notice when cleaning the floor, floor maintenance, or when
mopping the floor.
 To wash carpets with a foam system
Dry Foam Extraction
without the need to rinse again.

Dust Pan Dan Brush To collect or lift dust and garbage.

To store supplies and cleaning materials as
Cleaning Tool Bucket
well as various other small tools.

To accommodate water that has been mixed

Double Mop Bucket with cleaning agents and water that has not
been used for mopping.

To collect water when mopping the floor or

Bucket wiping the parts of the table that are dirty
and less clean.
Extraction Machine To absorb water off the carpet.
 To clean the floor and remove dirt and
Floor Machine
dust.
For drying or dragging wet or soaked floor
Floor Squeeze
surfaces.
For wiping or drying furniture, ceramics,
Interior Cloth
porcelain, and others.
Protective Jacket To defend against fire.
To prevent the load from dropping to the
Net
floor or the ground.
For washing bathroom walls that can be
Jumbo Pad
reached by hand.
 To accommodate the guests’ waste, trash
Garbage Bags
bins are supplied in the guest rooms.

Water Pulling Rubber To collect water that puddles on the ground.

Wastebasket To fit the waste from each trash can.

To clean between difficult-to-reach spots using

Brush
a big brush.

Cotton Wipe To remove food stains from a table or floor.

Soft Wipe To clean dishes and glasses without water.

 To remove the grime that adheres to the floor
Floor Mop
of the room.
Lobby Duster To trap dust on floors or large surfaces.
To shield the mouth and nose from dust and
Mask
grime.
For laundering clothing, uniforms, bed covers,
Washing Machine
and other items.
Mop To remove food stains from a table or floor.
To clean bathroom walls that are tough to reach
Pad Boy Red
by hand.
 For removing extremely persistent stains
Steel Brush
from the floor.

To remove dirt and dust from the tile or

Floor Brush
marble floor of the room.

Hand Brush To remove dirt or stains from linens or rags.

Toilet Brush To clean the bathroom’s closet area.

To assist in removing persistent stains from

Sponge
tables and other surfaces.
Broom for the Ceiling To clean the room’s ceiling.

To clean outdoor areas with direct soil contact, such as a

Broom Stick
garden.

Plastic Broom To clean the room’s floor and the room itself.

To protect your hands when cleaning floors and other

Gloves
furniture by using a chemical cleaning liquid.
 HOUSEKEEPING
AMENITIES IN HOTEL
AMENITIES

◦ An amenity is defined as a useful feature or facility that increases

the comfort and convenience of the guest. For hotels, things
like toiletries, personal care products, coffee/tea kits,
ashtrays, laundry bags etc. are considered as housekeeping
amenities. The list of housekeeping amenities is virtually
endless!
TOILETRIES

◦ A toiletry is something you use to clean or groom

yourself. Tiny bottles of shampoo, dental floss, deodorant,
and soap might be in your travel toiletry kit. 
PERSONAL CARE

◦ Personal care refers to anything that is done for yourself. This

could involve personal duties like bathing, showering, applying
creams and lotions, dressing, and toileting, as well as continence
management and regular laundry, all done in the privacy of your
own home.
FREE WIFI INTERNET ACCESS

◦  Remember the days of hotel WiFi that cost $20 per day? Well,
some hotels are still stuck in that era. Free WiFi is quickly
becoming an amenity just like shampoo: guests expect it, and
they don’t want to pay for it. 
FREE PARKING

◦ Parking is another way to compete with short-term rentals. Some

short-term rentals include a parking space, so if your hotel’s
parking comes at a fee, that’s another reason for guests to opt for an
Airbnb. We recommend doing some research on short-term rentals
in your market to see what the parking trends are. 
HOUSEKEEPING MATERIALS

◦ Non-electrical Equipment’s These are operated manually

by the housekeeping staff for cleaning purposes; these
materials don’t require any sort of electricity.
MICRPFIBER CLOTH

◦ Microfiber cloth is made up of ◦ It absorbs the minute debris or

such a material that absorbs dirt on the surface and gives a
minute dust particles quickly. clean look to the surfaces. They
These can be used for all surfaces can be used as dry cloth for
and especially for cleaning glassy dusting purposes or even in a wet
surfaces like window glasses, form for cleaning.
dining glass, mirrors, etc.
BRUSH

◦Brush has a two types of brush that are

used in cleaning
SOFT BRUSH

◦ Soft brush: Soft brushes are ◦ These brushes have flexible

usually used to clean surfaces that bristles that are placed close
don’t have any hard stains and
to each other and are used to
don’t require any hand wash as the
dirt may be a kind of loose dust or
clean dirt and debris from
stains that can be easily removed gentle surfaces.
with a light brushing.
HARD BRUSH

◦ Hard brushes have stiff bristles and are spaced out

that is they are not placed closely, unlike soft
brushes. Hard brushes are used to clean surfaces that
have a lot of hard stains and require rigorous
cleaning. They are ideally used for cleaning rough
surfaces.
STATISTIC DUSTER
◦ Electrostatic Dusters are just like the ◦This helps in cleaning the surfaces which
feathered duster used to clean the dust on were difficult to clean earlier with normal
the surface but the only difference is that dusting. Using a static duster for cleaning
a static duster uses principles of static and dusting purposes will save much time
electricity. This means that the static and all the dusting chores will be completed
duster attracts all the dust from the easily, fast, and inefficiently way. The dust
surface like a magnet into its feather-like clings to the duster rather than just getting
pushed away in the air like how
strands.
conventional or old dusters do.
LIQUID

◦ There are various types of liquids used by housekeeping companies for all
their cleaning tasks. The liquids used for cleaning by professional
housekeeping services are different from what we use daily on our own or
the locally available [Link] is because there are housekeeping companies
that make use of eco-friendly chemicals for performing all their cleaning
tasks. The liquids they use are almost different for every sort of cleaning
like:
MARBLE LIQUID

The marble cleaner liquid is specially designed to

clean the marble surfaces and give a shiny and new
look to them.
TOILET CLEANER LIQUID

◦This cleaner is uniquely designed for toilet

cleaning; they are designed in such a way that
you get a clean and refreshing toilet and
bathrooms without leaving any hard stains and
bacteria.
MOPS

◦Mops are used for cleaning surfaces that are

wet or dry and so they can be classified into the
dry mop and wet/damp mop:
DRY MOP

◦ Dry mop is used for cleaning dust particles from the surfaces; they
are also used as a broom that has a long stick with an attached plate
at the bottom which has strands attached to it made up of
microfiber [Link] dry mop does a bit more than a broom
because it not just collects the dust particles but also deep cleans the
floor surface.
WET MOP

◦ They are usually attached to a long stick with the circular plate at
the bottom; it has strands that spread a wider area while cleaning,
which makes it easy to clean faster. The wet mops usually come
with a bucket where the mop can be made wet and there is also a
spinner system into the buckets that removes the excess water from
the mop.
◦ Mops can be of two types, the disposal mops, and the
reusable mops. The disposal mops are usually used for
cleaning a more substantial area with a lot of dirt and mess
as then after the use they can be disposed of. While
reusable mops can be washed and reused after every
cleaning.