Dealing with intoxicated guest

Stay calm.

Dont argue with the intoxicated guest.

Dont embarrass the guest, especially in front of other people.

Invite the problem guest to an area away from other guests, where you can talk.

Deal with the situation in a calm, friendly way. Speak to the person directly, and firmly explain that what they
are doing is unacceptable at your party.

Listen and empathize with your guest. Acknowledge your guests anger or frustration, but also remind them
that it is your house, and you are responsible for their safety and dont want to see them get hurt.

Point out that if he/she was sober he/she would agree that what they are doing is a bad idea.

If you cannot calm the guest down or convince them to stop what they are doing, ask a friend of theirs to try.

If you decide to ask this person to leave, remember that you are still responsible for their safety (call a cab, get
someone to drive them home, or if the situation gets out of control call the police).

How to stop an impaired person from driving:

If the person will give you their car keys, take them and store them away.
To get their keys, try:
o

To be calm, joke about it

Ask a good friend of theirs to get the keys from them

Find the keys while they are distracted and hide them - theyll probably think theyve lost them and will
be forced to get a ride with someone else or spend the night

Speak to him/her privately and suggest someone else should drive (they will be less likely to be defensive
when there is no audience).

Politely, but firmly, tell them they cannot drive because you care about them.

If someone has had a few drinks and insists they are not drunk, rationalize that they are buzzed and shouldnt
be driving (You dont have to be completely blitzed to have impaired judgement and driving skills).

Tell the guest that even the first drink starts to impair your reasoning, judgement and memory. You could hurt
or kill someone else if you drive.

Make it clear you are doing them a favour this will be appreciated in the morning.

Encourage the person to spend the night.

Call them a cab; you may want to pay the fare in advance.

Drive them home in their vehicle and call yourself a cab to get back home.

Stick to your guns, dont allow anyone to drive after drinking.

If an impaired person drives call 9-1-1.

Be on the lookout for the first warning signs of intoxication. Early action on your part may prevent your customer
from becoming a problem. Remember, it takes about one hour to take away the effect of one drink. Keep a mental note
of how many drinks your customers have had.
Prevention Strategies
A. Slow down service. Try to casually avoid the customer's table and delay ordering and serving drinks.
B. Suggest food. Eating slows down the absorption of alcohol into the body. Also, the time spent eating is time the
customer is not drinking. Suggest high-protein foods like nuts, cheese, and meats. Avoid salty foods -- salt
makes people thirstier.
C. Suggest nonalcoholic drinks. You can suggest a nonalcoholic drink, such as a soft drink, juice, or coffee when
you think a customer has had too much to drink. There are also many nonalcoholic wines and beers available
today. (Don't compromise by serving a customer a watered-down drink. It is illegal to substitute a drink without
the customer's knowledge. If a customer is intoxicated, it is illegal to serve him or her any alcohol.)

Get the customer's group to back you. Talk to the customer's friends at the table. You may help them recognize
that their friend is in trouble. Also, friends can often be more persuasive.

Refusing service to a customer

Refusing alcohol service can be difficult. The key is to observe your customers carefully. Remember how
dangerous an intoxicated customer is behind the wheel of a car. Patrons who aren't driving may be equally at
risk walking, taking a taxi or riding with friends.
Your decision not to serve an intoxicated customer not only could save your liquor license, it also could save
someone's life.
When it's time to cut off service and remove a customer's drink:
Establish and support a policy to back up servers who decide it is necessary to cut someone off. Train servers
to notify the manager on duty when they are about to refuse service. Their decision may need back up if the
customer gets angry.

Be courteous, but firm. Be friendly, but don't back down on your decision or bargain with the customer. Let the
customer know that you want him or her to get home safely.

Remain calm and respectful. Avoid arguing. Don't provoke the customer by embarrassing him or her. Avoid
statements like, "You're drunk" or "You've had way too much to drink."

Let the customer know your job or license is at risk. Don't hesitate to tell the customer you could lose your
license or job for over-service.

Find transportation. It's recommended that your business have a policy for getting intoxicated customers home
safely. A cab service could be the right move for a customer who isn't drinking with friends or whose friends are
also intoxicated.
If the customer refuses to cooperate or becomes disorderly, call the police or sheriff and be willing to sign a complaint.
Protect your business license and reputation.

Types of Floors

1. Hard floors
a. Marble and cemented floors

b. Mixed i.e., pebbles, crazy cut, etc.

2. Vinyl/Resilient Floors

3. Wood and Parquet

4. Carpet

Daily Maintenance
Sweeping daily
Damp mopping as needed
Plain polishing daily
Stripping and finishing periodically
Brushing with a push brush
Wet mopping
Sweeping daily
Damp mopping as needed
Spray buffing and polishing as needed
Vacuuming of corners daily
Sanding initial application
Sweeping daily
Spray buffing and polishing as needed
Vacuuming of corners- daily
Dust mopping - daily
Vacuuming daily
Shampooing when heavily soiled
Extraction - when the soil has penetrated the inner layers
which can only be removed by way of extraction

Types of Floor Cleaning and Maintenance

Types of Floor Cleaning
1. Sweeping removing dirt and trash from
Floors using sweepers and dust pan.

2. Dust mopping- Dusting away dirt on floors using mops.

3. Damp mopping- mopping the floor with lightly wet mop to

clear the floor of dirt and soil.
4. Spray buffing spraying the floor with a buff finish to
retouch it and to keep the gloss.
5. Plain polishing retouching the shine of floors by polishing
with a polisher.
The floor does not need to undergo stripping and sealing.

Equipment needed
Soft broom for fine surfaces like cemented
floors, vinyl.
Stick broom for hard surfaces like grounds,
carpets sweeper for carpets.
Dry mop with handle

Mop with handle

Mop must be squeezed tightly on the wringer
to prevent dripping
Mop wringer
Sprayer
Buff finish
Steel wool
Nylon pads
Floor Polisher- machine for manual
polishing.
Use abaca foot pad; or coconut husk

6. Floor stripping requires application of stripping solution.

Finishing solution
Mop with handle
Mop wringer

7. Finishing floors performed on floors that are stripped of

old wax and dirt and sealed for protection. The finishing is
accomplished through the application of wax or floor shine
and polishing there after using a floor polisher

Paste/liquid wax
Floor polisher

8. Extraction is the process of extracting deeply embedded

dirt and soil in carpets especially those in inner layers that
can not be removed by shampooing
9. Wet mopping mopping the floor using highly wet (but not
dripping) mop.
10. Shampooing removal of embedded dirt and stains using
carpet shampoo either manually or by the use of a machine.
This process applies to carpets.

Carpet Extractor

11. Vacuuming elimination of embedded dirt on floors using a

vacuum cleaner

Ordinary vacuum cleaner or

Hydro-vac (wet and dry vacuum for wet and
dry surfaces)

Mop
Mop wringer
Push brush
Carpet shampoo
Pail of water

List room amenities in commercial hotels,resort and lodging houses

Those with * are standard amenities for all commercial lodging houses
Items
A. Bedroom Amenities
1. DND (Do Not Disturb)

Location

PURPOSE

Door Knob

2. Make Up Sign

Door Knob

3. Closet With Atleast 6 Hangers

Inside Bedroom

For The Guest To Signal

That He Does Not Want To
Disturbed.
For The Guest To Request
For Cleaning
For Hanging Clothes

Inside Bedroom

For Sleeping

Encased Into The Box

Spring
Encased Right On Top Of
The Mattress
On Top Of The Bed Pad 2
Bed Sheeet Per Bed For
Regular Guest 3 For Vip
On Top Of The Finished Bed

To Cover The Box Spring

4. Beds
Single Bed 36X75
Double Bed 54X 75
Queen Bed 60X 80
King Bed78X80
5. Bed Linen
B. Bed Skirting
C. Bed Pad
D. Bed Sheet

E. Bed Cover

F. Pillow With A Pillow Slip And Pillow

Case One Per Occupant 2 For Double
And Matrimonial Beds
6. Shoehorn And Shoe Cloth

7. Luggage Rack
8. Dresser Table With Vanity Mirror
And Dresser Lamp
9. Tv Set
10. *Nite Table WithNite Lamp. On The
Top Of The Table Is A Telephone, In
House Telephone Directory, Room

Top Of The Bed In Front Of

The Hesd Board
Inside The Closet

Between The Closet And

Dresser
Inside The Bedroom
Top Of The Dresser Table
In Between The 2 Beds

To Protect The Mattreess

From Getting Stained
To Cover The Bed And To
Insure The Guest Comfort
To Protect The Linen From
Dirt And To Make The Bed
More Presentable
For Guest Comfort

Cloths Is For Polishing The

Shoes, Horn For Fitting
Shoes
For
Placing
Guest
Luggage

For Guest Entertainment

And Relaxation
Container For Telephone
And Other Amenities

Service Menu ;Under Table Is A

Safety And Security Booklet And
Bible
11. guest folder

12. Dessser chair

13. Coffee table and easy chair astray
and match on top of the table

Under the dresser

In between 2 easy chair

14. Floor lamp

15. Service tray with thermo jug filled
with cold waiter; 2 covered glasses
16. Side table

Back of the coffee table

Top of the dresser table

17. Room service menu

On the side of the double

beds
Drawer of the nite table

18. Directory for hotel service

Top of the table or inside in

the compendium

19. House rules

Usually posted at the back of

the door entrance
Top of the table

20. Telephone with in house telephone

directory
21. Safety handbook containing safety
tips during emergency
22. Fire exit directional exit

A.

On top of dresser table

Posted at the back of the

entrance door

Bathroom amenities
1. Bathroom linens
Bath towel 25x 54
Hand towel 18x 33
Face towel 13x 13
2 towel per room for 1 set 1 towel
per occupants)
2. Bath mat 20x 30

3. Hair shampoo and conditioner

4. Shower cap
5. Soap(must be sealed)
1 soap per occupant
6. Toilet tissue

7. Facial tissue
8. Garbage can,
plastic liner
9. Laundry bag

10. Pressing

underlined

Drawer of top of the table

with

Is used for standard room

compendium for vip and de
luxe / suite rooms
To ser as working table
and for serving coffee and
room service orders
Serve to light the room

Used only when double

bed is used
Reference in placing room
service order
Provide information on the
available product in the
hotel
To orient guest on house
policies for occupants
Provides reference in case
guest want assistance
Provide guidelines to the
guest in case of an
emergency
To give direction for
evacuation during fires

Neatly folded in the towel

rack

Use for bathing

To be hanged on the side of

the bath tub

To protect guest from slips

from the floor and also
from cold floors
For shampooing hair

Usually part of the amenity

tray
Also part of the amenity tray
On top of soap dish one in
the laboratory and another
one besides bathtub
Rolled into the tissue
dispenser
inside
the
bathroom
Inside the dispencer if any
One in the bathroom
One inside the bedroom
Folded and neatly placed
inside the drawer of of
dresser
Inside the drawer with the

For daily shower

For toilet use

For ficial use

For garbage disposal
For placing
laundry
Contains

items

price

list

for

for

11. Morning kit

12. Shaving kit contain shaver and
shaving cream
13. Sanitary bag

Luxury amenities- for deluxe roomn

1. Bubble bath( if bath tub is installed)
2. Bath rope
3. slipper
4. sewing kit
5. water heater with 2 cups and
saucer teaspoon and sachet of
coffee tea creamer and sugar
6. hand and body lotion and cologne
7. body scrub
8. fruit basket
9. hair dryer

laundry
Placed in the amenity tray
Placed in the amenity tray

laundry and pressing

For morning use
For morning use

In the sanitary bag holder

For
wrapping
napkin

Inside bathroom
In a bathrobe tray
Inside closet
Together with laundry bag

For use at the bath tub

Bathroom use

sanitary

Inside basket of amenities in

the bathroom
Beside bath tub or shower
Top of coffee table
bathroom

INSTALLATION AND SET UP OF ROOM AMENITIES

1. Installation DND/Make up Sign and Door Knob menu
2. Room Amenities
Bed sheets
Throw Pillow
Dresser with vanity mirror
Beds
Matrimonial bed
3.
4.
5.
6.
7.
8.

Bed cover
Hanger rack
Cabinet
Bunk bed

Dresser lamp or nite table lamp

Clothes rack
Luggage rack
Roll away bed

Bed room Set Up

Bed linen Set Up
Installation of Guest Closet
Dresser Set up with Amenities
Set up of nite table with Amenities
Washroom Accessories
Towel Cabinet
Sanitary napkin receptacle
Hand dryer
Towels in towel rack
Liquid soap dispenser
Paper tissue dispenser
Bath tub for de luxe and suite rooms
Toilet tissue and paper towels
Soap dish
Signboards
Shower curtain

9. Bathroom St Up (sample)
10. Bath Towel Set Up
11. Basket of Room Amenities
VARIOUS FORMS AND DOCUMENTS INSTALLED IN GUESTROOMS
1. Where are you: - to be used by guest to indicate his whereabouts so that in case someone comes or calls to
locate him, the Front Desk can locate him.
2. Customer Feedback Form is designed as a tool for gathering guest comments and feedback on the room
facilities and services so that the hotel can make the necessary improvements.

3. Acknowledgement Receipt This form is designed as a control tool whereby the guest is made to acknowledge
room supplies and mini bar items installed in his room. Without this form, the guest may deny the count or his
consumption, giving room for argument and misunderstanding.
4. House Rules for Guests This form provides policies and regulations that could minimize, if not eliminate abuses
on the part of guests particularly on behavior that could create serious damage to property or disturb other guests.
5. Safety Instructions in Case of Fire (this maybe n the form of a brochure)
Prioritize rooms cleaning as follows.
First check-Out rooms
Second rooms with Make-up request of guest
Third Occupied rooms without request and without a Make-up sign
Fourth Vacant rooms that needs follow-up
Conducting a Room Check
Every morning the floor/area supervisor performs routine room ;chexk in every guest room purspusely to check:
o If the rooms is still occupied;
o If the beds in the guest rooms were slept on;
o If there are unregistered joiners who occupied the room;
o If the guest is out and the guest room is ready for make up;
o If the guest is in good condition neither sick nor high drugs, etc.
Procedures for room check
Entering room.
o
o
o
o
o
o
o
o
o

1. Room with DND sign (stands for Do otDirturd)

Look for DND sign on the door knob and do not knock if the sign is on.
Call the guest through the phone in the afternoon. Once he/she responds, identify yourself and apologize for the
distubance. Tell him/her that you just want to know if he/she wants her room to be serviced.
good afternoon Mr.?ms. This is _______ from housekeeping. Im sorry for disturbing you. I just want to know if you
want your room to be made up.
If the guest is not yet ready for the service, ask when he wants the service done. would you like us to do make up
later? At what time sir/maam?
Jot down the exact time of request. If it is beyond your duty hours, endorse the request to the next shift.
2. Rooms without a DND sign and no Guest inside:
Knock twice gently on the door by using your knuckles or by activating the doorbell (whichever is used). Do not use
your keys or sharp object when knocking. Announce housekeeping. If no one answer, knock again 3 times.
Give allowance of few seconds in between knocks until the guest responds. If still no one answer, open the door
gently and check for the status of the room.
Record the actual status of the room in the housekeeper report. This is done every time the room attendant checks
the room.
Submit one copy of the room status report to the front desk clerk for her to counter check with the room status
record.
3. If the guest is in his room and there is no DND sign, follow the following procedures.

o
o
o
o
o
o

If the guest is inside the room but does not answer, open the door slowly and apologize for the disturbance.
Great the guest goodmorning, introduce your self and tell him/her your purpose.
goodmorning mr. guest, Im the housekeeping supervisor doing a routine room check. I just to make sure you are
okay and that everything is in order in your room.
Ask the guest if she/he is ready for the make up of the room. If not, offer to come back later.
would you like us to make up your room now?
If not ready say: when do you want the cleaning of your room?
If the guest appear to be irritated or disturbed, say: Im sorry to disturb you sir. Have a nice day. Please call us
should you need any assistance.

o
o
o
o

The supervisor/room attendant should not insist on entering the room if the guest shows resentment or directly
express that he/she does not want to be disturbed at all.
Descretely try to find out if there are unregistered joiners who slept with the registered occupant. This has to be
reported to the front office and a bill for extra person shall be charged to the guest during the check out.
If no one answer in the room, the guest must have slept out and this should also be reported in the room status
report.
During the room check out, the supervisor also check the status of reach room and indicates it in his room status
report (see code on room status).
Room Make Up Procedures
Supplies/tools needed: Roomboy cart, equipped with amenities and supplies
Procedures
Details
1. Place the empty cart in front
of the room and knock
2. Empty all trash cans/basket.
3. Wash and wipe-dry drinking
glasses. Refill thermo jug.
4. Replenish soiled linen
5. Make up the bed
6. Clean/vacuum the floor
7. Dusts furniture and fixtures;
polish the mirror.
8. Replenish other guestroom
supplies
9. Make up the bathroom
10. Check overall condition of
the room

Activate doorbell or knock gently (giving 20 seconds interval

between konock. If the guest is inside, edentifyyour self and ask
permission for make up: may i make up the room now?
Empty them into the trash bag of the cart; wash with soap, clean
then wipe dry.
Rinse first then wash with soap and water; wipe dry linen wrap
with glass bags; refill thermo jug with cold water.
Strip off soiled items and replace them into the linen canvass of
the cart: replace them with fresh ones.
Follow standard procedures for bed make up.
Vacuum the carpemt and upholstered furniture. Follow the
standard procedures for vacuuming. Shampoo if it is heavy soiled.
Dust baseboards, wondow sills, racks, cabinets, study tables,
lampshades; polish mirror and windows glass using cloth and a
glass cleaner. Use metal polish for metal fixtures.
See list of standards ameneties. Place the right quantity in the
appropriate location.
Follow standard procedures for bathroom make up.
Check if there is anything left unattended; also the condition of
amenities like TV, Bulb, and also if there are safety hazards.

SUPPLIES

NUMBERS

WHERE TO PLACE THEM

bed pad

on top of the mattress

1st bed sheet

on top of the bed pad

2nd bed sheet

on top of the first bed sheet

Blanket

on top of the 2nd bed sheet

Bad cover

on top of the finished bed

Pillow with slip

one for single bed

pillow is encased with a slip

and case

2 for double bed

to be placed at the head of the bed

STEPS
1. Lay down the
Place it on top of the mattress, centerPROCEDURES
it in and
PURPOSE
ADDITIONAL
bed pad on the
smoothINFO
it flat over the bed. Secure it by tucking-in
bed.
the garter on the corner.
2. Lay down the first Place it evenly on top of the bed pad with the center
bed sheet
down; tuck in the bed sheet under the mattress at
the head and foot of the bed .miter all corners then
tuck in the undersides of the sheet in such a way
that the sheet tightly covers the mattress.

Bed pad is intended to

protect the mattress from
stains.
The bed pad sheet is
intended to cover the bed
pad. If tightly done, the
sheet will not easily
crumple.

3. Lay down the

second bed
sheet
4. Lay down the
blanket
5. Lay down the
bed cover

Place it in such a way that the finished side of the

hem is faced down at the head of the mattress.
The sheet must be centered in such a way that the
top of the sheet is pulled even with the headboard.
Put it on top of the second sheet about 6inches
away from the edge of the mattress (head portion) .

This is not only beautiful

to look at but also
designed for the guest
convenience.
This will make the bed
appear neat and clean.
For a more presentable
appearance; protect linen
from dirt.

Make up of Check Out Rooms

This job should be executed immediately by the floor Supervisor and the assigned room boy once the room is
vacated by the guest.
Materials needed: Room boys cart, equipped with amenities and supplies
1. Check for items left by
guest
2. Pull the curtains or
blinds
3. adjust air con to desired
temperature
4. Remove soiled dishes
used during room service.
5. Empty all ashtrays and
waste basket.

6. Wash and wipe dry

drinking glasses.
7. Clean thermos jug then
refill with cold water.
8. Strip the bed of soiled
linens and pillow case and
replace them.
9. Make up the bed.
10. Vacuum or shampoo
the carpet and upholstered
furniture.
11. Dust all furniture

12. Polish mirror and all

other metaled fixtures.
13.Replenish all room

If there are any, surrender them to the

housekeeping office and fill up the lost
and found form.
Pull through the pulley.

Adjust to desired coolness through the

thermostat control.
Place them at the service station for pick
up or bring them to the dishwashing
area.
Empty them into the trash bag of cart (if
used), wash with soap and water, then
wipe dry with dry cloth.
Should there be any valuable thrown into
the basket, pick it up and surrender it to
the housekeeping supervisor.
Rinse first with hot water then wash with
soap and water; wipe dry, then wrap a
glass bags.
Clean with water and soap by using
brush, then refill with iced water.
Place soiled items into the linen canvass
of the cart. Get fresh ones from the cart
to replace the soiled once.
Follow standard procedures for bed
make up.
Vacuum if lightly soiled and shampoo if
heavily soiled. Follow standard
procedures for vacuum cleaning or
shampooing.
Includes baseboards window sills, minibar racks, bottles, wooden trays, etc.
For mirrors and window glass use cloth
and polishing chemical.
For metal fixtures like switch plate, door
knobs, thermostat control, use metal
polish.
Install items following standard

Guest may return to claim the

lost items.
This makes the room brighter
and more visible during the
make up.
Room must already be cool
once guest enters the room.
Leftovers and soiled dishes can
cause pest infestation and foul
odor.
Trash must be promptly
eliminated since they can breed
pest infestation and cause foul
odor.
Lost and found items are to be
recorded In a lost and found
form and in logbook (see form).
This is done to prevent bacterial
contamination.
This is to prevent bacterial
contamination.
Soiled linen are to be
replenished daily.

Make sure that all dust and dirt

are removed.
Follow standard procedures in
dusting.
Metal polish can remove tarnish
and restores the shine and glow
of metaled fixture.
Refer to standards of amenities

supplies
14. Make up the bathroom
15. Fix curtains

16. Check the overall

condition of the room,
including installed fixtures
and appliances.

procedures for bathroom make-up.

Follow standard procedures for
bathroom make up.
Close the light curtains completely. For
the heavy ones, leave a distance of
about 1 foot.
See if the room is properly cleaned and
made up and nothing is left unattended.
Also check the working condition of TV,
shower, etc.
Check for safety hazards.
Report any deficiency to your supervisor
for her to make service request.

installation.

To prevent the sunrays from

penetrating the rooms, thereby
maintaining the room
temperature.
The room boy will ne
answerable if there is any defect
that is left un-attended due to
his negligence in making a
thorough inspection.

17. Close the door.

REPLENISHMENT and MAINTENANCE OF BED LINEN
Replenished of linen
1. All soiled linen items should be replaced with fresh ones.
o Bed sheets, pillow cases should be replace daily.
o Towels, Hand towels, wash cloth and bathmat should be replace daily if they are use by the guest.
o Blankets and bed Covers should be immediately replaced once they are soiled.
o All linen items use by sick guest should be replace daily whether soiled or not and should be segregated
(in a plastic bag) for the rest of the linen items.
2. Curtains should be replaced once soiled.
3. Request for additional linen items like pillows, blankets, etc. will be granted depending on the availability of the
item. Once delivered, it should be immediately logged down by the supervisor or room boy.
4. All linen items should be properly folded and installed in the right container or location.
5. Shower curtains (if made of plastic) may not be replaced but should be washed and cleaned daily during the
room makeup. Is a diff. curtain material is used, wash and dry it at least once a week.\
6. New occupant shall be provided with a new set of linen even if the ones used by former occupant are still clean
looking.
7. The number and quality of linen to be used shall depend on the price of the room. Deluxe and suit rooms
require linen of higher quality.
HANDLING LOSS AND FOUND ITEMS
Operating Procedures
1. Any service personnel who finds any item left behind by guests in guestrooms and conference rooms shall bring
the said item to the housekeeping office for safekeeping. Failure to do so is an offense and subject to discipline.
2. The office staff who receives the item/s shall:
Fill up the lost and found (L&F) receipt slip in triplicate
Wrap the item and attach the original copy of the L&F receipt slip.
Give the 2nd copy of the L&F receipt slip to the finder as he will present the slip upon claiming the unclaiming item
to the guest.
File the 3rd copy of the L&F slip at the housekeeping department and records the recovered item in the lost and
found logbook.
3. Lost and found items shall be kept in the designated safekeeping vault for:
a. 2 to 6 days if they are perishable food, fruits, chocolates, shampoo, etc.
The items can be released according to the discretion of housekeeping manager.

b. 6 months for non-valuable items like clothes, towels, bags, etc.

c.

One (1) year for valuable items like jewelries, money, camera, etc.
The items can be released acording to the discretion of the manager.
The grace period may vary depending on the policy of the hotel.

4. Efforts have to ba taken to inform the possible owner of the lost item. In case of group bookings, the organizer shall
be informed.
5. If thye items are not claimed after the grace period set for claiming said item, thye hotel management has the
option to award it to the finder.
6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook.
7. When a claimant appears to claim the item, the custodian of lost and found items must do the ff.:

o
o
o
o

Check the name and identify of the finder. Ask for proper identification, ie.ID
Ask him to describe his lost item and compare it with the one in the vault.
If the identity of the item and the guest is confirmed, surrender the lost item to the
claiment.
Ask claimant to sign to acknowledge receipt of the item.
WHO IS REPONSIBLE FOR MINI BAR?

In large hotels where voluminous mini bar transaction are made daily. There is a need to have a sub-section in rooms
keeping unit to handle mini bar. This section is supervised by the mini bar supervisor. The daily transactions are
performed by a mini bar runner