HK

INTRODUCTION
Mascot hotel is premium heritage grand hotel with a

history. It was build during the 1st world war to accommodate the Royal British
Army. It is also one of the prestigious hotel in the swanky city. Mascot offers
different experiences for the travelers with premium and elegant rooms. After
renovation, it became a luxury vintage hotel. In 2019, hotel celebrates centenary.
Basically the mascot hotel is undertaken by the KTDC

under the Govt of Kerala. Hotel offers many facilities like health club, coffee shop,
restaurant, bar, car hire, banquet halls, laundry, swimming pool, internet facility
and beyond that maintain a proper guest relation by the associates for the best
guest experience.
Mascot is also a business class hotel with 51 rooms.

Rooms are classified according to the view and facilities provided in the rooms.
Hotel facilitate restaurant named Swathi which provided different ambience.
There are different kinds of banquet halls in Mascot hotel they are Symphony,
Harmony and Sonata which are categorized into convention halls. Melody and
Sopanam are the board rooms which are organize business meetings and
conferences.
Aim of Study
As a hotel operation trainee, only theoretical knowledge is

good enough to be hotelier. Moreover, field experience is also required. I need to
detail in each department of hotel. Besides that HOT program in mascot hotel is
to gain field experience and knowledge about the hotel. This report is mainly
focusing on the study of functioning of housekeeping department in this hotel.
Objectives of Report
 The general objective is to know more about the mascot housekeeping
department.
 To share my little personnel experience.
 Know the operational aspects of the hotel.
 To study with experienced associates and the manager of HK dept.
Housekeeping
The housekeeping department is the mirror of the front office in

every hotel same as in mascot hotel. Housekeeping department is the
backbone functioning of the hotel. Here the team, we have executive
housekeeper named Mrs. Bindhu and the supervisor or housekeeper
named Mrs. Anjana and cleaning superior named Mrs. Suni and associates.
Daily briefing will be given to roomboys and discuss about the daily
functions of rooms.
Rooms
Mascot hotel consists of 66 rooms in that we categorized into
heritage grand (7), suit(4), heritage classic(7), garden view suite(01),
premium pool view(36) and executive rooms(11). Here, total saleable
rooms are 55. Room 216 is the Royal suit which is given for the VIP’s.
Amenities provided in the rooms

 Basic bathroom amenities are dental kit, soap, comb, shampoo,
shower gel, shower cap, shaving kit, moisturizer, toilet roll, sewing
kit, first aid kit, pencil and paper.
 Safety locker in room.
 Tea coffee supplies like tea bag, creamer, coffee powder and sugar
are provided.
 Face tissue and 2 litre water are provided in rooms.
Cleaning equipment
 Mop.
 Scrubber.
 Dust pan.
 Hand brush and toilet brush.
 Basket and bucket.
 Vaccum cleaner.
 Trolley.
Furniture used in hotel rooms

 Bed.
 Dressing Table.
 Sofa.
 Lamp.
 Chair and table.
 T-table.
 Wardrobe.
Duties and responsibilities of a housekeeper.

The main responsibility of the housekeeper is to clean every guest area of the
hotel and also arrangements of the banquets or the convention halls. Supervisor
will brief internal operations on daily basics. All the associates should report to
the supervisor and the roomboy or in the charge of the section should submit the
roomboy slip in the evening to housekeeping control desk. Also the incharge in
the control desk need to shift handover by call forwarding to the front office.
Duty shifts of the associates are 8am-4pm, 4pm-8am (double shift).
The main divisions under housekeeping department in Mascot hotel are laundry
room, linen room, uniform room, housekeeping equipment room and the control
desk.
Housekeeping Registers
In housekeeping department we have a control desk. There control desk
incharge should write the register and submit to supervisor. We keep different
types of register for the smooth function of the department. Registers are
 Roomboy slip
Roomboy slip is given to floor incharge. The associate who attend
the room operation need to fill as per SOP. In this hotel, we divide the
rooms into 3 to allocate the duties for the associate premium 1st, premium
2nd and deluxe according to the floors.
 HK Control desk register
The register need to enter by control desk associate who attends
calls from the rooms and other departments and register the complaints
and requirements of the guest.
 Amenities register
To calculate the daily used amenities of the rooms and register
the no of amenities provided for the day.
 Laundry register
In this hotel, we send linen and uniforms to outside on contract
basics. So the laundry register has to fill on daily basics and will enter the
brought forward and received.
 Linen register
The linen register is to calculate the total linen used for the day
for the operations.
 Laundry slip cum gate pass
The slip is to update the no of soil linen and received linen by
washed, damaged linen and categorized the linen.
 Lost and found register
After the checkout, if roomboy get some belongings of the
guest will registered in the lost and found record by mentioning in detail
and register will be get signed by front office supervisor and EHK. Receiver
name will also mentioning in the record.
Things I do in housekeeping department

In first day, I have gone through the rooms to know about the
outline of the hotel. Second day starts by distributing the linen from the
linen room to the roomboys for the daily operations as per the requirement
for the day. After that went to attend vacant rooms and checkout rooms for
the operations along with roomboy by arranging the trolley with linens like
single sheet, duvet cover, bath towel, bath mat, face towel, runner, pillow
cover and chemicals like R1, R3, R5, R6.
In a checkout, first we have to ensure any guest belongings are
there. If there need to submit to the housekeeping control desk. In first we
need to dust all the areas of the rooms including ceilings, furniture and wall
pictures , after stripping the linen from the bed, bed making with fresh
linen, sweep the floor, make sure garbage bag are replaced, place the
amenities and towels, wet mop after that guest bathroom cleaning will be
done by another roomboy. The person who is handling the guest bathroom
can’t do the bed making process. Dry mop after arrange the room furniture.
Mark the rooms done in the roomboy slip Vacant rooms are also equally
important to check the linen and make sure that if any maintence need for
the room. Roomboy need to ensure that soil linen is placed back to the
laundry.
In third day same process bed making in checkout rooms and
guest rooms. In fourth day, supervisor asks me to come with her to inspect
the rooms. A supervisor should have the capability for eye for detail. Even
single mistakes can be a complaint. So make sure that bed making and all
other stuffs are done as per the sops. After inspection, supervisor will
inform to control desk to change room status. Very next day I have
experienced the control desk operations by the incharge in the desk. Also
gone through the various registers as above mentioned. Control desk
receives the call from the rooms and other departments. Attend the call by
wishing and smiling will enhance the receiver hearing. And need to feed the
complaints and request as per the sops of the various register and do as per
the need. Next day the inventory of the linens undertaken by the
housekeeper and calculate the linen stocks for the audit. The supervisor
need to check the par stock and need to raise a indent for the requirement.
The EHK need to approve the indent.
Suggestions
 The software has to update in the room status.

 Outside glass in the premium pool view have to clean.
 Linens have to change due to reduction white colour after long use.
 Periodical furnishing have to done in doors and furniture especially in
wood ceiling.
 Fungus on the ceiling have to remove by repainting.
 To enhance the staffs of the hotel need to promote programs like
employee of the month, all rounder, best groomer etc will encourage and
motivate the staffs.
 Interacting with the guest can enhance the guest satisfaction.
 Periodical training should be given to staffs.
Conclusion
Mascot hotel have so many hidden beauty with antique history.
Maintaining high standards of cleanness and housekeeping will enhance to
improve guest satisfaction and reviews of the hotel. Housekeeping plays a
key role in hotel operation. All the staffs and GM in this hotel are very
cooperative and will look for new innovations in hotel operations.

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INTRODUCTION

Mascot hotel is premium heritage grand hotel with a

Basically the mascot hotel is undertaken by the KTDC

Mascot is also a business class hotel with 51 rooms.

As a hotel operation trainee, only theoretical knowledge is

The housekeeping department is the mirror of the front office in

Amenities provided in the rooms

Furniture used in hotel rooms

 Chair and table.

Duties and responsibilities of a housekeeper.

Duty shifts of the associates are 8am-4pm, 4pm-8am (double shift).

Things I do in housekeeping department

 The software has to update in the room status.

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