lost & found , Maid and Housekeeping Cleane , How to Handle VIP and VVIP arrivals in hotels

lost & found

All efforts are made to return items left behind by the guest, before heleaves the hotel premises or the city

All items found are entered in the lost and found register maintained athousekeeping desk

CLASSIFICATION

Category A – Valuables – Cash, computers, cell phones, watches, jewellery, Creditcards, Passports, Passbook, flight tickets, High branded items

Category B – Non Valuable –Irons, Hairdryers, Cosmetics, Shoes, Clothes, Bags, perfumes Files, Confidential papersand other personal items , Shampoos, Toilet paper, Shampoos, Soaps etc.

Category C – Perishables – Foodstuff, Soft Beverages etc.

Category D – Alcoholic Beverages – Spirits, Wines etc

Lost & Found procedure

1.     Departures are informed by Front office to Housekeeping as soon as the guestinforms/prepare to come down for check-out.

2.     The HK associate checks for mini bar consumption, guest items left behind andmisuse/ missing hotel items.

3.     The items left behind are immediately communicated to front office and returned tothe guest before he settles his bills and checks-out.

4.     In case the guest has departed to airport. Effort has to be made to ensure the itemsare sent for it to reach the guest before he leaves the city.

5.     Guest items purposely left behind or thrown in dust bins are entered in the lost andfound register and disbursed to the finder through an employee package slip afterthree months

6.     All lost and found items are entered in the lost and found register.

7.     Guest items found in public areas are entered in the lost and found register. Frontdesk and the F&B outlets are informed of the same.

8.     Valuable items are kept in the EHK’s custody in the Valuable locker in office. Nonvaluable items are stored in the Lost and found room

9.     All items found in guest rooms are communicated to the guest through the FrontOffice / Magic

10.  In case, if the guest asks to send or keep the item till his next visit, do it accordinglyand store it separately in On HOLD section in L&F room.

11.  Lost and found keys are deposited at security at all times and authorised personal bythe EHK can withdraw the same.

12.  A lost and found register will be maintained at the housekeeping desk showing alldetails

13.  An inquiry book shall be maintained to record all inquiries about Lost and Found Allsuch queries will be answered within 24 hours by office phone and followed by letter ifitems are not located, or by mailing the article if it is found

14.  If the Guest is going to personally collect the item he will have to produce someidentification and will have to sign the lost and found register/ slip to acknowledgereceipt of the item

15.  If the item is mailed the desk associate will fill all the dispatch details in the Lost andFound register and also file the mail detailed voucher separately

16.  The guest may authorize another person to collect the item; in this case he will haveto send a letter authorizing the person to do soItems will be mailed through courier at the cost of the guest

17.  Receipts of mailing an item abroad will be preserved as proof that the item wasdispatched

18.  In case a guest has to be contacted regarding lost and found the business telephonenumber must be used first

19.  Dirty clothes if left behind will be laundered before storage

20.  Lost and Found log must include: date the item was found, finders name, locationwhere the item was found, description of item etc.

21.  All LNF found has to be updated in the Guest profile on ONQ-PM

22.  No one can disclose items openly to any guests through mail etc without approval ofthe EHK to ensure items are returned to the rightful owner. It should be described bythe guest only

Job Duties and Tasks for: "Maid and Housekeeping Cleane

) Clean rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms and other work areas so that health standards are met.

2) Clean rugs, carpets, upholstered furniture, and/or draperies, using vacuum cleaners and/or shampooers.

3) Empty wastebaskets, empty and clean ashtrays, and transport other trash and waste to disposal areas.

4) Care for children and/or elderly persons by overseeing their activities, providing companionship, and assisting them with dressing, bathing, eating, and other needs.

5) Carry linens, towels, toilet items, and cleaning supplies, using wheeled carts.

6) Purchase or order groceries and household supplies to keep kitchens stocked, and record expenditures.

7) Run errands such as taking laundry to the cleaners and buying groceries.

8) Sweep, scrub, wax, and/or polish floors, using brooms, mops, and/or powered scrubbing and waxing machines.

9) Dust and polish furniture and equipment.

10) keep storage area and charts well stocked, clean,and tidy

11) Polish silver accessories and metalwork such as fixtures and fittings.

12) Remove debris from driveways, garages, and swimming pool areas.

13) Replace light bulbs.

14) Replenish supplies such as drinking glasses, linens, writing supplies, and bathroom items.

15) Sort clothing and other articles, load washing machines, and iron and fold dried items.

16) Sort, count, and mark clean linens, and store them in linen closets.

17) Wash windows, walls, ceilings, and woodwork, waxing and polishing as necessary.

18) Assign duties to other staff and give instructions regarding work methods and routines.

19) Request repair services and wait for repair workers to arrive.

20) Deliver television sets, ironing boards, baby cribs, and rollaway beds to guests' rooms.

21) Disinfect equipment and supplies, using germicides or steam-operated sterilizers.

22) Hang draperies, and dust window blinds.

23) Move and arrange furniture, and turn mattresses.

24) Observe precautions required to protect hotel and guest property, and report damage, theft, and found articles to supervisors.

25) Plan menus, and cook and serve meals and refreshments following employer's instructions or own methods.

26) Prepare rooms for meetings, and arrange decorations, media equipment, and furniture for social or business functions.

27) Take care of pets by grooming, exercising, and/or feeding them.

28) Wash dishes and clean kitchens, cooking utensils, and silverware.

29) Answer telephones and doorbells.

How to Handle VIP and VVIP arrivals in hotels

Who is a VIP guest ?

Criteria for Categorizing guests as a VIP may differ from hotel to hotel, below are few examples for the same:

VIP: Decision Makers of Companies, Travel Agents, Honeymoon couples, A guest who had a bad experience on his last visit, Journalists, Event Planners, GM or Unit head of Companies etc.

VVIP: Board of Directors, Owners, Partners, Celebrities, Loyalty members, Head of States or countries, Senior Government officials etc.

Preparation for a VIP and VVIP arrival starts right from the reservation stage, All department must coordinate effectively and carefully controlled to have a effective VIP procedure.

A VIP status is often approved by the General Manager, Rooms Director/Director of Operations, or Director of Sales. Because all VIP's guests are pre-registered, the person approving the VIP status also assumes responsibility for the guests credit status.

1.     Sales team should always inform the reservation department regarding VIP reservation well in advance, This lead time allows the reservation agent to block the appropriate room and also notify the same to other departments.

2.     During reservation an appropriate VIP code to be attached to the VIP reservation on the Property Management System.

3.     Tagging of VIP code to the reservation helps other department to easily identify the VIP status of the guest and do the required preparations. 

4.     VIP Status is normally printed on reports like Arrival list, Room Boy list, Departure list etc. In addition to this new age hotel management software’s also give pop-up to users whenever they try to access the guest reservation. Eg: “GM / AGM to meet on arrival“

5.     After blocking the room for the VIP guest, Front office department should send the VIP requisition form to Housekeeping and Room service well in advance so they can do the required arrangements.

6.     If there is any further change in the room number at a later stage then same need to be communicated to Housekeeping and Room service immediately.

7.     Housekeeping department put a priority on VIP arrivals and return those rooms to Front office as soon as possible.

8.     HK department places all complimentary VIP welcome amenity in their rooms.

9.     The Welcome Amenities must reflect the prestige and cultural background of the Guest.

10.  Executive housekeeper / Asst. Executive housekeeper should verify the rooms before releasing the same to front desk for check-in.

11.  On the arrival day Ensure that all special requests have been accommodated and actioned.

12.  Upon arrival Front desk team must inform the  FOM / Resident Manager / General Manager to greet and meet the VIP Guest.

13.  Always accompany the VIP Guest to the room and proceed with the check in procedures in the room.

14.  Fill in as much information that you can on the Registration Form prior to presenting it to the Guest.

15.  Offer a tour of the property at the Guest’s convenience and the person who escorted the Guest to make courtesy call within the first 24 hours.

List of VIP and VVIP guests are noted down on the white board at Back office, Operators Cabin and housekeeping control desk