INTRODUCTION:
HOUSEKEEPING
OBJECTIVES:
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Discuss implementing hotel codes, rules, and regulation;
Explain different skills of a good housekeeper such as interpersonal and
intrapersonal skills;
List down and describe the basic functions of each personnel in the housekeeping
department ;
Discuss the nature and scope of guestroom cleaning, care, and maintenance;
Enumerate bedroom and bathroom amenities offered in the hotel;
List down procedures in conducting room check, turning down service, and making
up of beds;
Demonstrate proper handling of guest’s request in housekeeping and following the
hotel safety and security standards;
Describe and explain the use of different types of housekeeping and front office
forms;
Provide guest orientation on house rules and use of hotel tools, materials,
equipment, and other amenities;
Identify common problems related to housekeeping services; and
Observe proper handling of different problems in housekeeping services.
Hotel House Rules
• Designed to instill discipline among hotel staff,
thereby ensuring guest satisfaction in terms of
comfort, safety, and security.
• Every guest coming and checking in wants
security thus providing security is one of the
most important duties of a hotel.
Entry into a Guest’s Room
• Cleaning the rooms of guest
• Knocking
• Recognizing “Do not Disturb” sign
• Recognizing “Do not Disturb” sign or the “DND”
sign
Cleaning
• Housekeepers in the hotel must make sure
that the room of a guest is clean and in order.
• Changing of linens and toiletries, cleaning the
floors, dusting surfaces, and cleaning
bathrooms of guest rooms assigned to them.
Gifts and Tipping
• Asking notes coming from the guest just in case they are
given a gift.
• Required to surrender to their supervisor anything they found
in a room together with a note with: room number and the
item found.
• Guest personal items should also be respected by not
touching or moving them anywhere.
• All hotels allow guests to give tips as appreciation for quality
service but housekeepers should not solicit tips or negotiate
the amount with guest.
Lost and Found
• Perishable items – are lost and found items under food like
fruits, chocolates, canned goods, etc. After three days if not
claimed, it will be given to the one who found it or what they
call “finders keepers” rule.
• Non Perishable items – are lost and found items under nonfood such as umbrella, shoes, bags, clothes, etc. After one
month if not claimed, it will be given to the employee who
found it.
• Valuable items – are lost and found items under non-food
such as gadgets, jewelry, and etc. After one year if not
claimed, the hotel management will decide on what to do
with the unclaimed items.
Professionalism
• Is a trait that is highly valued in the workplace. It includes
specialized skills, good judgment, polite behavior, honesty,
and integrity.
• Housekeepers are expected to perform their job well. Should
wear their uniform during work. They are also expected to
comply with cleaning request of guest.
• Going above and beyond guest’s expectation while staying
within professional boundaries ensures guests continued
patronage.
Interpersonal and Intrapersonal Skills
of a Good Housekeeper
• Interpersonal skill are people skills are the life skills
we use in communicating and interacting with
people.
• Intrapersonal skill are people skills are the abilities
and talents that exist within the individual, which
aids him or her in problem solving.
Personnel in the Housekeeping
Department
• Ensuring guest’s safety, security, and
satisfaction.
• All personnel in a housekeeping department must not only
assemble as a team, but should work as a coordinated
group of people cooperating or working together for a
common goal, that is to create a satisfied guest
Organizational Structure of a
Housekeeping Department
• Housekeeping department represents the largest
workforce of a hotel.
Executive Housekeeper
• Is the head of the Housekeeping and serves several
responsibilities that include:
• Managing the Housekeeping team; translate all the hotel
policies, procedures, and standards into housekeeping
operations
• Serving as representative of the department during top
management meetings
• And ensuring all resources are effectively utilized.
Assistant Housekeepers
• Is responsible in managing the resources provided by
the executive housekeeper to achieve its goal of
cleanliness, maintenance, and attractiveness of the
hotel during a given shift.
• Translate into practice all the housekeeping supervisors and
executive housekeeper’s policies, procedures, and standards
making sure that executive housekeepers actualize them at
the grass root level of operations. In the absence of a
housekeeper, an assistant housekeeper will take over.
Floor Supervisor
• Supervise the changing of floor linens with the assistance of the
laundry department and ensure their proper storage in the floor
pantry.
• Responsible in checking the cleanliness and maintenance of
guest rooms on allotted floors for quality assurance.
• Responsible in controlling the housekeeping personnel which
compose of room attendants and housemen.
• Responsible in controlling the material assets of the floor such as
bed and bath linen, guests and room amenities, and cleaning
equipment and detergents.
• Give feedbacks to the front desk office of the availability of
guest rooms in each shift for occupancy.
Control Desk Supervisor
• Considered as the main communication center of the
housekeeping department.
• Desk supervisor has a very important role to play, that is to
ensure the communication with housekeeping personnel is
coordinated to all staff of the hotel.
• The major responsibility of a control desk supervisor is to
coordinate with the maintenance department to make sure
that all maintenance request are attended to and done.
Public Area Supervisor
• Responsible for ensuring that the public area
attendants or housemen are doing their job in
maintaining the cleanliness, orderliness, and
upkeep of the aesthetic image of all public areas
in the hotel.
Linen Room Supervisor
• Responsible in coordinating the exchange of soiled
linen for the clean ones. He or she is also the
custodian of all linens used and the one responsible
for the maintenance and proper storage of linens to
minimize loss.
• Tasked to coordinate with the laundry supervisor for
the supply of clean linens.
Laundry Supervisor
• Responsible for ensuring that laundry
attendants are doing their jobs;
• Washing, drying, folding, and pressing the
items properly.
Uniform Room Supervisor
• The major responsibilities of a uniform room
supervisor include keeping all uniforms in safe
conditions and to issue laundered uniform to
hotel staff.
Room Attendants
• Are also called chambermaids since mostly women are
employed for the jobs. They are responsible for the
cleaning and maintenance of assigned guest rooms.
• Serves as eyes and ears of the security team to report
any untoward incidents, also make sure that the
privacy of all their guests are not invaded.
Laundry and Linen Room Attendants
• Laundry and linen room attendants are
responsible for laundering linens, towels,
napkins, aprons, uniforms, and any other items.
Tailor or Upholsterers
• Tailor is employed on-site to mend uniforms,
linens, and upholstery or repurpose ripped
linens into aprons and rags.
Guestroom Cleaning, Care, and
Maintenance
To be able to efficiently perform the job as a
housekeeper, one is expected to complete a
series of cleaning and sanitizing procedure. It is
also expected that cleaning of room are finished
within the given time frame.
Point to Remember When Doing
Cleaning Service to a Guest’s Room:
• Clean in one direction
• Clean from top down
• Clean from farthest point
out
• Check for damage, if there
is something that requires
maintenance, or if a
property is lost
• Use correct equipment
and cleaning agents to
clean surfaces.
Phases of Cleaning a Hotel Guest
Room
• Phase 1
• Open windows to air
out the room and
turning off airconditioning system
• Washing hands and
putting on protective
disposable gloves
• Emptying out the trash
cans or bins
• Stripping the bed and
removing dirty linens
• Phase 2
• Removal of dirty
towels from the
bathroom (bath
towels, hand towels,
and face towels
• Spraying the
cleaning products
necessary for
disinfection
• Removal of gloves
• Phase 3
• Making up
the bed
• Phase 4
• Dusting all surfaces
such as beside table,
desk, chair, TV, etc.
• Checking TV, airconditioning, and
lights to make sure
they function
properly
• Phase 5
• Cleaning the
Bathroom
• Phase 6
• Replacing all free
hotel products
such as brochures,
mints, shampoo,
soap, etc.
• Vacuuming the
room
• Checking over the
room, making sure
that everything is
in place
Bedroom and Bathroom Amenities in a
Hotel
• These are extra service or product the hotel
provides for their guest. Amenities vary in every
hotel. There are hotels that offer standard
amenities to all rooms while other amenities may
be optional, guest may avail of it if they want and
usually for an additional charge.
Bedroom Amenities
• Spacious bedrooms with
king or queen size beds
• High grade premium
pillow top mattress
• Premium quality linens
• Plus duvet
• Extra pillows
• Clothes Hanger
• Bedside Alarm Clock
• Cordless telephone
• High-speed internet
access
• High-definition flat
screen televisions
• Desk and comfortable
desk chair
• Cable Television channel
• Mini-fridge
• Iron and ironing board
• Bedside telephone with
note pad and pen
• Safety deposit locker
• Coffee maker
• Telephone directory and
service directory
• Luggage scale
• Printing of boarding
pass for free
Bathroom Amenities
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Shampoo
Conditioner
Bath gel
Lotion
Toothbrush
Hairbrush
Comb
Shower cap
Cotton swab
Razor
Blade dispenser
• Scrub towel
• Hair dryer
• Hot and Cold
water
• Shoe mitts
• Disposal bag
• Toilet tissue
• Water tumblers
• Shaving foam