Pearson New International Edition International pcl tp indd 1

Other Coordinating Activities
Front office staff must keep the housekeeping department advised about the volume
of late check-outs so that the cleaning of these rooms can be scheduled. Generally,
most rooms are made up during the day by day-shift housekeepers and tidied up after
614

---

FRONT OFFICE : HUB OF THE HOTEL
check-out, if necessary, by a night-shift housekeeper. The need for night staff is
generally dictated by the size of the property and occupancy trends.
Sometimes guests decide to extend their departure date but do not, or forget, to
inform the front desk. Such situations are noticed when a housekeeper enters a room
designated as a check-out and sees that the room still contains the guest’s luggage or
other personal property. The housekeeper returns to the room after the hotel’s check-
out time has lapsed. If it still appears that the room has not been vacated, the house-
keeper notifies executive housekeeper, who contacts the front desk to determine whether
an extended check-out time has been requested and granted. In a well-run hotel, this
situation is not likely to occur, because the front desk agent would have already relayed
this information to the housekeeping department. In most cases, the guestroom that has
not been vacated will be classified as a stayover. The room will be cleaned, and a mes-
sage will be left for the guest to contact the front desk about a new departure date. If the
guest has paid cash for the room, and no payment card is on file, the room will be locked.
The guest will be denied access to the room until payment for the additional night or
nights has been made or an alternative form of credit has been established.
Staff in the housekeeping department are often responsible for cleaning the hotel’s
lobby and other public spaces. Front desk agents and others may need to report clean-
ing problems that require immediate attention. In addition, all employees of the prop-
erty work together to identify potential safety problems that need immediate attention
from the housekeeping or maintenance department personnel. For example, a com-
mon problem in some locations is slippery floors as a result of inclement weather.
Lost and found procedures are important and often have legal implications. Lost
and found activities are usually managed in the housekeeping department because
many items are left in guestrooms by guests and are found by housekeepers. Lost
items may also be found by employees, guests, or visitors in the hotel’s public areas.
A room check is done to ensure the guestroom is ready to sell.
stefanolunardi/S
hutterstoc
k
615

---

Many of these items are turned in to front desk agents who, in turn, must comply
with applicable hotel policies.
Not surprisingly, front desk agents receive telephone calls from guests requesting
additional bed and bath linens; personal items such as toothbrushes, razors, and combs;
and, if not available in the room, hair dryers, irons and ironing boards, and other in-
room amenities. In many hotels, these requests are recorded by front office personnel;
they then notify the housekeeping staff who bring the requested items to guestrooms.
Many lodging properties do not have housekeeping personnel available on-site
throughout the night. In these instances, there may be a linen storage area such as a
closet, closed shelving unit, or other space in or behind the front desk area to store
items. When a request is made, a front desk agent or a uniformed services attendant
may take the requested item to the guestroom. If a property has only one front desk
person (e.g., a night auditor) working during the early morning hours, the guest may
be asked to pick up a desired item at the front desk because the area cannot be left
unattended. In some hotels, the front office employee on duty is allowed to take the
item to the guestroom, and the employee places a sign at the front desk to indicate
that the area will be serviced shortly.