Chapter 1 : Introduction of Housekeeping Department

1. 03/04/14

2. 1.0 Introduction
Housekeeping is the management of
household affairs.
Means we are dealing with maintaining a
clean and comfortable environment in the
premises.
In other word, it is the housekeeping task to
ensure the guest needs and preferences to
comfort and security are fulfilled.

3. 1.1 STRUCTURE OF HOUSEKEEPING DEPARTMENT
a)Structure of Housekeeping Department for large
property/luxury hotel.
EXECUTIVE
HOUSEKEEPER
ROOM
SUPERVISOR
ROOM
ATTENDANT
HOUSEMEN
PUBLIC AREA
SUPERVISOR
PUBLIC AREA
ATTENDENT
LAUNDRY
SUPERVISOR
LAUNDRY
ATTENDENT
LINEN
SUPERVISOR
LINEN MAID
ASSISTANT

4. b) Structure of Housekeeping Department for small
property/economy hotel.
EXECUTIVE
HOUSEKEEPER
FLOOR
SUPERVISOR
MAIDS
LINEN ROOM
SUPERVISOR
LINEN ROOM
CLERK
PUBLIC AREA
SUPERVISOR
MAIDS
ASSISTANT
EXECUTIVE
HOUSEKEEPER

5. 1.2 MISSION OF HOUSEKEEPING DEPARTMENT
Mission is a continuing task or responsibility to be performed by a group of
people.
Provide a clean interior to upgrade room sales:
- increase the hotel revenue if they are cleaned properly
- well maintained by the housekeeping department
Protect the owner’s investment:
- maintain the life expectancy of all interior design in the premise.
- to develop effective cleaning practices.
- to train housekeeping to do the cleaning job to meet this mission.

6. 1.3 JOB DESCRIPTION & JOB SPECIFICATION
1.3.1 JOB SPECIFICATION
•Responsible and accountable for
cleanliness, maintenance & aesthetic
upkeep of the hotel.
Executive
housekeeper/director of
housekeeping
•Managed to resources given by the EH
to achieve the common objectives of
cleanliness, maintenance &
attractiveness in a given shift.
Assistant housekeeper

7. •Responsible for seeing that the crews of attendant
complete their assignments properly.
•Also communicate with Front Desk regarding any
special instructions for guest room not already
noted on the assignments sheets.
Room supervisor
•Responsible of the guest floor attached to him or
she in a shift
• scope includes guest room, corridors, staircases,
and floor pantries of the allocated floor.
Floor supervisor
•Responsible cleanliness, maintenance, and
attractiveness of all areas.
•Ex: bars, restaurant, swimming pool & car park
areas.
Public area supervisor

8. • Also known as chambermaids or room boys.
• The actual cleaning of guest room & bathroom
allocated to them.
• Report any repairs in guest room, any damaged by
staff or guest & any suspected theft of hotel
property.
Room attendent
• Clean carpets, wash wall, remove trash and
recycling, care for floors and clean high and hard-
to-reach areas.
• May work as linen runners whose main job is to
take soiled linen from the guest room floors &
transport clean linen, as needed to the room
attendants on the floors.
Houseman/house
attendant

9. •Referred to as a lobby attendant, cleans the
public spaces of the property.
•All areas used by the guests inside the
property other than the guest rooms.
•Assigned to back of the house areas
Public area attendant
•To be able to handle any aspect of
housekeeping at night.
• Responsible and accountable at
night for smooth housekeeping.
Night supervisor
•He or she is a non-management
person solely responsible for the
acquisition, storage, issuance and
cleanliness of linen.
•Huge task is to keep track of all
linen types.
Linen room supervisor

10. •Assist the supervisor by actually issuing linen
and filling such records as necessary.
•Perform some laundering task in the hotel
that has On-Premise laundry (OPL)
Linen room attendant /
Laundry attendant
•Providing clean serviceable uniforms to the
staff of the hotel.
•Keep an inventory control on various
uniforms at various stages of use.
Uniform room
supervisor
•Issuing of uniforms while receiving soiled
uniforms for onward transmission to the
laundry.
•He or she can sometimes do the laundering
task in the hotel.
Uniform room
attendant / Laundry
attendant

11. •Responsible for all laundry operation.
•Make sure that the laundry is operating
efficiently.
Laundry manager
•Fabricated a variety of items, from draperies to
bed covering and uniform.
•Responsible mending & repairing fabric item.
Seamstress
•Answering phone and relaying messages, assist
with other matters regarding office operation.
Clerical staff

12. 1.4 AREAS OF
HOUSEKEEPING
DEPARTMENT
RESPONSBILITIES

13. 11. ROOM01Intrttoduc
ito .tu tn
HOUSEKEEPING
DEPARTMENT AREASiduduc t
uIt
ui
1ut tut
ntnui
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1dt
o rducui
1u t
-DINING AREA
-BANQUET
AND
CONFERENCE
-SALES AND
ADMINISTRATION
OFFICE
-PARKING AND
FRONT AREA10t tn
OTHER AREAStu ut
1
1uitnr
1 di1
-ENTRANCE
-LOBBY
-FRONTDESK
CORRIDORoId t
PUBLIC AREAnIdt
itIt
nIot d1
-SUITE
-DELUXE
-SUPERIOR

14. The most important element for housekeeping department.
A suite consists of two or more rooms and may have more than
one bedroom, or extra rooms such as kitchenette or conference
room.
Deluxe room represents maximum rate charged by the hotel for
a regular size sleeping room.Thus, offers the best available
location in the hotel with the best view, the highest level of
comfort, furnishing and decor.
Superior room represents the moderate or medium rate
charged by the hotel.Althought, its usually located on the
ground floor with an acceptable view and may include a double,
queen or king bed.
Standard room represents the hotels minimum rate for a regular
size sleeping room.Althought, consist of one or more double
beds, a queen or two queen beds.Thus, offer at least attractive
view and convenient location in the hotel.
ROOM

15. The Housekeeping
Responsibilities 1.0InIItrodu
cI0t1o0rirrrI0
c11
HOUSEKEEPING
RESPONSIBILITIES
(ROOM)
BATHROOM
CLEANING BED
MAKING
ROOM
SERVICE
GUEST’S
LAUNDRY
SERVICE
ROOM
CLEANING

16. HOUSEKEEPING DEPARTMENT RESPONSIBILITIES.
MAKE SURE THAT GUEST’S EXPECTATIONS OF
CLEANLINESS ARE MET.
KNOWN AS FRONT OF THE HOUSE,WHICH
INCLUDES ENTRACE,LOBBY,FRONT
DESK,CORRIDOR AND LIFT OR ELEVATOR.
MUST LOOK THEIR BEST AT ALL TIMES.
PUBLIC AREA

17. The Public Area Responsibilities 1.0Introdrt
odu ciuI.I0IIdu
PUBLIC AREA
RESPONSIBILITIES
WORKABLE
SCHEDULES
CONTRACT
CLEANING
PROVIDING
TOOLS &
EQUIPMENT
CONDUCTING
REGULAR
INSPECTIONS

18. The day shift for public area concentrates on neat
and appearance.
Early morning shift starts at 4.00 a.m 5.00 a.m.
Depends on the hotel area and category.
The scheduling is generally based on labor
analysis.
Tools and equipment provided by public area
cleaning are carts or trolley, cleaning tools and
vacuum provide by the management.
Some of vacuum provided by housekeeping are
piggyback vacuum, ride on vacuum, wet and dry
vacuum and many more.
Workable Schedules

19. Important in order to control labor and equipment
costs.
Outside cleaning company hired to do tasks that
would require effective training or specialized
equipment.
Exucutive housekeeper consider some factors such
as costs, type of equipment and the effectiveness of
the equipment to determine hiring decision.
Housekeeping department is responsible in making
accurate decision for public area operations.
Housekeeping department should consider the
advantages and disadvatages of contract cleaning.
Contract Cleaning

20. Tools and equipment are important to public
area operation.
It makes the cleaning operation faster and
easier.
The public are is responsible on providing
tools and equipment for cleaning operations.
Providing Tools and Equipment

21. Must be carried out at public areas.
Inspections are important in order to make sure
all areas are in good condition.
The inspections areas include lobby, toilet,
entrace, corridor, lift, etc.
Important to determind that all designed tasks
were complete and done correctly during shifts.
Repairs, cleanliness and replacement are also
carried up.
Toilets, sinks and waste paper baskets are
inspected to.
Conducting Regular Inspections

22. Other Areas
DINING AREA
BANQUET &
CONFERENCE
ROOM
SALES &
ADMINISTRATION
OFFICE
PARKING AND
FRONT AREA
RECREATIONA
L AREA

23. Daily cleaning.
Special cleaning projects.
Night Cleaning Assignments.
General cleaning.
There some operational activities in other areas that are under
the responsibilities of Housekeeping.It includes

24. Housekeeping is responsible for daily cleaning
activities in dining, parking and front and recreational
areas.
The daily cleaning activities are stain removal, linen
supply, dealing with spills, vacuuming and carpet
shampooing.
Daily Cleaning

25. Special cleaning assignments are added on a
rotating basis to each night’s work.
Activities for special cleaning project
involves:
1.Mirror and chrome polishing.
2.Sink polishing.
3.Tiles scrubbing and polishing.
4.Entrance cleaning.
5.Wash cubicle doors and partition.
Special Cleaning Projects

26. Night cleaning assignment must be carried out after
the outlet is closed.Normally, from 10 p.m to 2 p.m.
For upscale hotels, which have 24 hours dining
outlets, the cleaning must be done during slow
period (from 2 a.m to 5 a.m).
Night Cleaning Assignments

27. Assigning Monthly Tasks
Vacuum upholstered furniture
or fittings
Wax lamp bases and
decorative items
Wash and polish all wood and
non wood furnishings
Wash and polish all clear glass
except windows(daily cleaning
).
Wash and spot clean walls.
Polish marble floor.
Scrub and wash tiles in public
restroom.
General Cleaning
-Require daily or weekly cleaning.Some tasks are done once a
month or twice a year.
-General cleaning focus on :

28. Providing clean comfortable and safe surrounding
Maintaining a “house”
▸organized will approach and technical understanding to
enable Housekeeping Department to cope with the volume of work
Obtaining optimal room sale
▸room can be sold over and over again

▸
ensures optimal room sales to obtain maximum profit
Fulfilling guest’s preferences
▸the criteria by which each guest decides whether room is
good or bad is strictly personal and Housekeeping Department
will tries their best to fulfilling guest preferences
as best as they can
Creating appealing and desirable room

▸
ensures that the basic human needs of comfort and security are
also taken care of.
▸giving a guest a desirable room, has a direct connection on
the guest experience in a hotel
FUNCTIONS OF
HOUSEKEEPING DEPARTMENT

29. Developing effective cleaning practices
▸Executive Housekeeper’s need to protect this investment and
maximize the life expectancy of all interior design elements
by developing effective cleaning practices and training staff to carry
out these efficiently.
Maintaining property’s interior
▸ensures that property interior’s continue to look and
operate like new as long as possible.
FUNCTIONS OF
HOUSEKEEPING DEPARTMENT

31. T
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