INTRO TO HOTEL
HOUSEKEEPING
HTM110
Housekeeping Operation and Management
WHY THERE IS HK DEPARTMENT IN A
HOTEL?
Hotel is a business with building structure that provides
COMFORT SERVICES to the guest when travelling or
away from home.
Housekeeping as a department in the hotel
is task to maintain the cleanliness and
orderliness according to set standards.
Note: The word ”house” is referred to the hotel while ”keeping” is for clean and orderly
maintenance
Two types of Housekeeping
Ø Domestic housekeeping applies to housekeeping maintenance at home
where the mother is usually the one in-charge in maintaining its orderliness.
Ø Institutional housekeeping refers to housekeeping maintenance in
commercial lodging establishments such as hotels, motels, resorts, etc.
8 areas: guest rooms, halls & corridors, lobby, public areas &
restaurants, offices of hotel personnel, stairways, windows, and
stores.
Housekeeping Department Functional Chart
• It shows the task performed in every section of housekeeping.
• It is performed by an organization of people with different titles and job
description.
Executive Housekeeper
Assistant Executive Housekeeper
Floor Sup
Guestroom
attendant
Linen Sup
Linen & Uniform
Attendant
Public Area Sup
Public Area
Attendant
Pool
Attendant
Housekeeping Organizational Chart of a Small Hotel
Laundry Sup
Valet/Laundry
Attendant
Executive Housekeeper
HK Coordinator
Supervisor
Room
Attendant
Public Area
Attendant
HK Organizational Chart
Linen &
Laundry
Property
Custodian
Housekeeper’s Profile
A.Physical Attributes
B. Educational Background
C.Personal Characteristics
A. Physical Attributes
qIt refers to the built, energy level and active function of the senses.
qPhysical defects could adversely affect the performance of a
Housekeeper.
qBeing physically active for extended periods of time is very
important for a housekeeper, especially for a Room Attendant.
qHe must have the endurance to complete the tasks many times in a
day and usually several times each week.
Proper grooming and hygiene includes the following:
1.
2.
3.
4.
5.
6.
7.
8.
Wear
Shower and use deodorant daily
Maintain good dental hygiene
Keep hair clean and controlled
Keep fingernails trimmed and clean
Comply with property standards and accepted use of
cosmetics and jewelry
Wash hands often
Maintain good posture
B. Educational Background
qCollege graduate or an average intelligence level
qBeing reliable, responsible and able to follow instructions
C. Personal Characteristics
q Honest, industrious, persevering with initiative &
courteous
q Knowledgeable about the hotel
q Strong communication skills and friendly attitude
qBeing able to work as part of a team and get along with
coworkers
To be a real professional, the following must be followed:
1. Do not let personal problems affect job.
2. Maintain good personal and professional working
relationships
3. Use self-control when handling interpersonal conflicts
4. Avoid gossip.
5. Stay calm during periods of increased activity
6. Take initiative
7. Learn from the previous experiences and change behavior
accordingly
8. Work well without supervision
9. Maintain company’s standards
Interpersonal and Intrapersonal Skills of a Good
Housekeeper
ØPeople skills. The life skills we use in
communicating and interacting with people
ØPersonal skills. The abilities and talents that exist
within the individual, which aids him or her in
problem solving.
Interpersonal skills
• Ability to manage conflict
• Ability to solve problems
• Ability to communicate
• Ability to listen
• Demonstrate responsibility
• Being accountable for your actions
• Showing appreciation
• Flexibility
Intrapersonal skills
• Adaptability
• Self-awareness
• Self-management or self-development
• Relationship management
• Social awareness
End.