Room Division Operation
Year / Semester: 
2nd Year

Explain the Room Division Operation & Housekeeping Operation.


Block: 01 Check in – check out

Unit 1: Guest Registration Cycle

Pre registration activities, Registration Process, Post registration activities. Credit Control – Policy regarding guaranteed booking, corporate account holders, credit card users, control measures.

Unit 2: Lobby & Bell Desk Operation –I

Functions – Bell desk/ concierge/ hospitality desk, Layout and Equipments, Handling VIP’s

Unit 3: Lobby & Bell Desk Operation –II

Luggage handling procedures, Bell desk forms and formats, Valet Operations

Unit 4: Front Office – cashiering, check out & settlement:

Role and importance of front desk cashier Check out & A/c settlement, Modes of payment, Unpaid account settlement.

Block: 02 Night Auditing and HIS

Unit 5: Night Audit:

Functions, Operating Modes – non automated, semi automated. Night auditing process

Unit 6: Guest complaint handling:

Process, Thumb rules, common complaints, problems (safety security concerns – front office aspects), situation handling, role of emotions in situation handling.

Unit 7: HIS:

HIS concepts, terminology, HIS hardware, HIS software, module – Reservation, guest accounting, room management, general management

Unit 8: Room management applications:

room management modules, room status room and rate assignment, in house guest information system, generation of reports

Unit 9: Property Management Systems:

point of sale, cash accounting system, electronic locking system, energy management system, guest information system

Block: 03 Hotel Linen/ Uniform & Laundry Operations

Unit 10: Hotel Linen:

Classification, bed & bath linen with sizes, Table linen with size, material used for making fabric and their classification, selection criteria for the line items Selection criteria & calculating material required for soft furnishing (curtains, bedspreads, upholstery & cushions)

Unit 11: Uniforms and uniform room:

Purpose of uniforms, No. of sets, issuing procedure & exchange of uniforms, Designing a uniform, Layout & planning of uniform room

Unit 12: Laundry Operations:

Duties and responsibilities of laundry staff Importance and principles of laundry operations, Flow process of industrial laundering Stages in wash cycle, Equipment, layout, planning, laundry, Classification of laundry agents

Unit 13: Record & Register :

Various records & registers pertaining to housekeeping

Suggested Readings: 
  1. Front office training Manual- Sudhir Andrews.
  2. Front office Operation- Colin Dix & Chris Baired.
  3. Managing Front Office Operations- Kasavana & Books.
  4. Sudhir Andrew, Hotel Housekeeping, TATA McGraw Hill.
  5. Dahiya Ashish, Journal of Hospitality Application and Research, Department Of Hotel Management, B.I.T- Mesra 835215 India.
  6. Joan C. Branson Margaret Lennox, Hotel, Hostel & Hospital Housekeeping.