“Unlocking Excellence in BHA205: Exploring Rooms Division Operations-II (Theory) – Unit 2: Mastering Control Desk Strategies”




The control desk plays a pivotal role in the smooth operation of a hospitality establishment. It serves as the nerve center for communication, coordination, and information dissemination. Key responsibilities include managing staff placement, handling keys, responding to guest requests, and maintaining records crucial for operational efficiency.


Opening the House:

The control desk is responsible for initiating the opening procedures, ensuring all necessary areas are ready for guests.

Tasks include confirming the cleanliness of public areas, verifying staff attendance, and confirming the readiness of key facilities.

Reporting Staff Placement:

The control desk communicates and coordinates with various departments to ensure adequate staffing levels.

Regular updates on staff placement, shift schedules, and any changes are reported to relevant departments.

Handover of Each Shift:

Smooth transitions between shifts are vital for maintaining service standards.

The control desk conducts thorough handovers, communicating important information, ongoing issues, and pending tasks to the incoming shift.

Handling Keys & Key Control:

The control desk manages the issuance and retrieval of keys to different areas.

Strict key control measures are in place to prevent unauthorized access, including a log for tracking key movements.

Lost & Found Procedure:

 The control desk handles lost and found items, logging details of items found and those reported missing.

A systematic procedure is followed for storing and returning lost items to guests.

 Maintenance Follow-ups:

 The control desk collaborates with the maintenance team to address reported issues promptly.

Regular follow-ups ensure that maintenance requests are resolved efficiently, minimizing guest inconvenience.

 Guest Special Requests:

 Special requests from guests, such as room preferences or specific amenities, are managed by the control desk.

Coordination with relevant departments ensures that guest expectations are met.

 Forms, Formats, Records & Registers Maintained at Control Desk:

 Various forms and formats are used to record essential information at the control desk.

Common records include staff attendance registers, key logs, lost and found logs, maintenance request forms, and guest special request logs.

The control desk serves as the central hub for information and coordination, ensuring that the establishment operates smoothly. Efficient communication and organization at the control desk contribute significantly to guest satisfaction and the overall success of the hospitality business.