Principles of Hotel Management

Processing Housekeeping Discrepancy : Thrice in 24
hours the housekeeping staff make a physical check of all
rooms in the hotel to ascertain their status in terms of whether
they are occupied or not. This status is entered into the
Housekeeping List which is forwarded to the front office who
tally the status with their racks. The morning housekeeping list
may be tallyed with the night clerk’s report. If there is a
discrepancy the lobby staff are called to make a physical check
of those rooms not tallying in status. The lobby member’s finding
is entered into a Room Discrepancy Report. To reduce verbage
in all reports certain codes have been developed.

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Principles of Hotel Management
O Occupied (can be further categorised as SO= Single
Occupancy, DO= Double Occupancy)
UR Under Repair another term used is OOO=Out of Order)
DND Do Not Disturb Housekeeping staff cannot enter to
ascertain status. It normally indicates occupied but would have
to be checked in the next shift.
DL Double Lock
L Luggage but bed not slept in
LB No luggage but bed slept in
SB Scanty Baggage
S
ELF
-
GROWTH
S
YSTEM
The PSD programme is different from other programmes
inasmuch as it works on the assumption that any individual
when provided with a basic framework is intelligent and capable
of training himself. Whereas all the cognitive inputs with some
paper skills have been provided in the book earlier, learning is
crystalised on-the-job, or practical training is given where a
participant is made to come to actual grips with the situation,
systems and methods. Large chain operations may have full-
fledged training departments to guide a new recruit in the job.
The PSD system is primarily meant for those who have to, or
want to, develop themselves with their own individual efforts
when the basic framework is provided.
The WTO lists all the tasks that exist in various job positions
of the front office. From this list a participant can decide what
he knows and more important what he does not know.
After ascertaining what he does not know, the participant
prepares his own training schedule. The participant decides
how much time he would like to spend on learning a task. He
may also decide to have meetings with concerned staff to
sharpen his learning experience. These meetings may be fixed

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Hotel Organisation
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in advance and recorded in the Work Schedule. The schedule
also has a column, Proposed Schedule of the task number as
listed in the WTO and the title. The Actual Schedule column is
the deviation from the proposed schedule. This is a personal
record that indicates that proposed schedule must be covered
later in the week.
The weekly training schedule has the signature of a
counsellor. A counsellor is someone who is knowledgeable
about a task and has authority in the work environment. He may
be approached to give guidance and endorse the participant’s
level of learning. The counsellor provides the much needed
feedback and recognition of a participant’s attempt at training
himself. Though having a counsellor makes the PSD Programme
most effective, it is not absolutely essential.