03/04/14

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.
1.1 STRUCTURE OF HOUSEKEEPING DEPARTMENT

a) Structure of Housekeeping Department for large

property/luxury hotel.
EXECUTIVE
HOUSEKEEPER

ASSISTANT

ROOM PUBLIC AREA LAUNDRY LINEN

SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR

ROOM PUBLIC AREA LAUNDRY

HOUSEMEN LINEN MAID
ATTENDANT ATTENDENT ATTENDENT
b) Structure of Housekeeping Department for small
property/economy hotel.

EXECUTIVE
HOUSEKEEPER

ASSISTANT
EXECUTIVE
HOUSEKEEPER

FLOOR LINEN ROOM PUBLIC AREA

SUPERVISOR SUPERVISOR SUPERVISOR

LINEN ROOM
MAIDS MAIDS
CLERK
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.
1.3 JOB DESCRIPTION & JOB SPECIFICATION

1.3.1 JOB SPECIFICATION

Executive • Responsible and accountable for

housekeeper/director of cleanliness, maintenance & aesthetic
housekeeping upkeep of the hotel.

• Managed to resources given by the EH

to achieve the common objectives of
Assistant housekeeper
cleanliness, maintenance &
attractiveness in a given shift.
 • Responsible for seeing that the crews of attendant
complete their assignments properly.
Room supervisor
• Also communicate with Front Desk regarding any
special instructions for guest room not already
noted on the assignments sheets.

• Responsible of the guest floor attached to him or

she in a shift
Floor supervisor
• scope includes guest room, corridors, staircases,
and floor pantries of the allocated floor.

• Responsible cleanliness, maintenance, and

attractiveness of all areas.
Public area supervisor
• Ex: bars, restaurant, swimming pool & car park
areas.
 • Also known as chambermaids or room boys.
• The actual cleaning of guest room & bathroom
allocated to them.
Room attendent
• Report any repairs in guest room, any damaged by
staff or guest & any suspected theft of hotel
property.

• Clean carpets, wash wall, remove trash and

recycling, care for floors and clean high and hard-
to-reach areas.
Houseman/house
attendant • 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.
 • Referred to as a lobby attendant, cleans the
public spaces of the property.
Public area attendant
• All areas used by the guests inside the
property other than the guest rooms.
• Assigned to back of the house areas

• To be able to handle any aspect of

housekeeping at night.
Night supervisor
• Responsible and accountable at
night for smooth housekeeping.

• He or she is a non-management
person solely responsible for the
Linen room supervisor acquisition, storage, issuance and
cleanliness of linen.
• Huge task is to keep track of all
linen types.
 • Assist the supervisor by actually issuing linen
Linen room attendant / and filling such records as necessary.
Laundry attendant • Perform some laundering task in the hotel
that has On-Premise laundry (OPL)

• Providing clean serviceable uniforms to the

Uniform room staff of the hotel.
supervisor • Keep an inventory control on various
uniforms at various stages of use.

Uniform room • Issuing of uniforms while receiving soiled

uniforms for onward transmission to the
attendant / Laundry laundry.
attendant
• He or she can sometimes do the laundering
task in the hotel.
 • Responsible for all laundry operation.
Laundry manager • Make sure that the laundry is operating
efficiently.

• Fabricated a variety of items, from draperies to

Seamstress bed covering and uniform.
• Responsible mending & repairing fabric item.

Clerical staff • Answering phone and relaying messages, assist

with other matters regarding office operation.
 1.4 AREAS OF
HOUSEKEEPING
DEPARTMENT
RESPONSBILITIES
 HOUSEKEEPING
HOUSEKEEPING
DEPARTMENT
DEPARTMENTAREAS
AREAS

ROOM
ROOM PUBLIC
PUBLICAREA
AREA OTHER
OTHERAREAS
AREAS

-DINING
-DININGAREA
AREA
-ENTRANCE
-ENTRANCE -BANQUET
-BANQUET
-SUITE
-SUITE -LOBBY
-LOBBY AND
AND
-DELUXE
-DELUXE -FRONTDESK
-FRONTDESK CONFERENCE
CONFERENCE
-SUPERIOR
-SUPERIOR CORRIDOR
CORRIDOR -SALES
-SALESAND
AND
ADMINISTRATION
ADMINISTRATION
OFFICE
OFFICE
-PARKING
-PARKINGAND
AND
FRONT
FRONTAREA
AREA
 ROOM
 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.
 The Housekeeping
Responsibilities
HOUSEKEEPING
HOUSEKEEPING
ROOM RESPONSIBILITIES
RESPONSIBILITIES GUEST’S
CLEANING (ROOM)
(ROOM) LAUNDRY
SERVICE

BATHROOM ROOM
CLEANING BED SERVICE
MAKING
 PUBLIC AREA
 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.
The Public Area Responsibilities
WORKABLE
SCHEDULES

CONDUCTING PUBLIC
PUBLICAREA
AREA CONTRACT
REGULAR RESPONSIBILITIES
RESPONSIBILITIES CLEANING
INSPECTIONS

PROVIDING
TOOLS &
EQUIPMENT
 Workable Schedules
 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.
 Contract Cleaning
 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.
Providing Tools and Equipment
 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.
 Conducting Regular Inspections
 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.
 Other Areas

SALES &
ADMINISTRATION RECREATIONA
DINING AREA
OFFICE L AREA

BANQUET &
PARKING AND
CONFERENCE
FRONT AREA
ROOM
There some operational activities in other areas that are under
the responsibilities of Housekeeping.It includes

 Daily cleaning.

 Special cleaning projects.

 Night Cleaning Assignments.

 General cleaning.
 Daily Cleaning
 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.
 Special Cleaning Projects
 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.
 Night Cleaning Assignments
 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).
 General Cleaning
-Require daily or weekly cleaning.Some tasks are done once a
month or twice a year.
-General cleaning focus on :

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.
 FUNCTIONS OF
HOUSEKEEPING DEPARTMENT
 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
 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.
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