Hotel Management
Hospitality Services
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Hotel must be clean, sanitary and presentable
at all times, inside and out!
Hotel reception area gives a guest their first
impression, it must be clutter-free and
fragrant-smelling; warm, airy and welcoming;
dust-free and litter-free.
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A hotelier must continually assess the state of
readiness to accept guests, look at your
property from a guest’s eyes to see if it looks
appealing and inviting. Check the outside
entry, public areas, & guest rooms!
Make sure the staff working in the hotel is
aware of your standards for cleanliness and
order.
The housekeeping staff “delivers the product”
of the hotel!
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Good sanitation and cleaning prevent the
spread of diseases and infection.
Clean is the state of being free of dirt and bad
odors
Sanitary is the state of being free from
disease-causing pathogens or having a safe
level of pathogens
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Vacuuming the carpeting and draperies
Dusting the furniture
Wiping the desk area
Prevention of mildew, an odor causing fungus
Mildew grows on damp surfaces, such as
shower curtains, damp sheets, bathroom
fixtures, floors, window sills
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Must use a chemical agent and/or heat to kill
all germs and bacteria (pathogens)
Surfaces are sanitized by washing them with a
sanitizing solution.
Telephones and television remotes must also
be sanitized daily
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Oversees the largest department of a hotel,
perhaps up to 50% of employees are in the
department
The logistics of servicing a large number of
rooms with a large staff on a daily basis can
be very challenging.
Guest surveys consistently rank Room
Cleanliness as #1 Priority!
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Exceptional Leadership – oversee a large
number of people often from varied
backgrounds, hires & fires employees;
interacts with other departments; maximize
loss prevention
Organization – scheduling employees,
insuring room standards, ordering and
tracking use of supplies, forecast number of
rooms to be used each night, record
keeping….
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Motivation – personal and your staff, hold
Daily Standups
Commitment - to maintaining high
standards, training staff; Inspect what you
expect!
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The second in command under the Executive
Housekeeper, the duties include:
◦ Manages the housekeeping office, room
inspectors and room attendants
◦ Runs daily reports on room occupancy &
departures
◦ Allocates the room schedules to the room
attendants
◦ Answers phone calls
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Processes check-in and check-out log of guest
rooms
Issues cleaning supplies
Keeps and files all worksheets from Room
Attendants
Controls all pass keys used by Room Attendants
Inspects several rooms deemed Clean by Room
Inspectors
Schedule and assign Deep Cleaning projects dust high areas, clean AC vents, remove toilet
bowl stains, rust spots, shampoo carpeting,
vacuum draperies
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Executive
Housekeeper
Assistant
Executive
Housekeeper
Housekeepers
Lobby
Attendants
Laundry
Manager
Laundry Staff
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A member of the housekeeping team who
checks the room after it is cleaned, pays
attention to details that might have been
overlooked (Book of Mormon)
Makes certain the room is ready for the next
guest
Keeps records of Room Attendant
Performance
Inspects every VIP Room
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Cleans an average 12 – 16 rooms each day
Approximately 18 – 25 minutes per room
(longer time allotted for checkout rooms vs.
stayovers)
Room Attendants “Turn A Room” when it is
cleaned and ready for resale.
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Rooms are ready by 3 PM, hotel check-in
time
Checkout time is anywhere from 11AM – 1PM
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Daily duties
Enter the guest room
Clean the guest room
Provide the proper supplies
Report problems
Limit guest access
Provide turndown service
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Always knock and say “Housekeeping”
a minimum of three times before
entering a room slowly
 If the room is empty the room
attendant can begin working; if the
room is occupied, the room attendant
must wait to clean that room.
 Place cleaning cart across the doorway
 Wear a “safety button”
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Turn on lights, open drapes, set air
conditioner (72° F Marriott standard)
Gather items left behind, noting room
number
Clean ashtrays, mirrors, furniture
Dust furnishings
Empty trash
Vacuum
Marriott fines guest $250.00 for smoking in
guest room!
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Make the beds
Clean & sanitize the bathroom – tub, sink,
floor and toilet
Restock supplies
Inspect the room
Record comments on worksheet; call into PMS
Close drapes, reset AC, spray room freshener
Turn lights off
Leave room and lock the door
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Linens is the term used to identify all guest
room items made of cloth, such as sheets,
bedspread, comforter, towels, floor mats,
bathrobes
Linens are washed and sanitized in-house in
the Laundry.
Linens should be discarded & replaced when
they are: stained, torn, normal wear and tear,
improper use
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Clean Linens are stored in a linen closet
on each guest floor.
Dirty Linens are removed from the
Room Attendants cart and taken to
laundry by the floor supervisor
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Dr Oz and Bed Bugs
Evidence of bedbugs –
 you will see small black dots on the sheets
 you will see small dots of blood on the sheets
from the bites
There is no direct compensation from Marriott
for claims of bedbugs. Customer must file a
complaint with Claims Dept.
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Helps Room Attendants work
efficiently b/c it holds all cleaning
supplies, equipment, guest room
supplies and linens
 Items are often color-coded due to
varying levels of knowledge of English
language
 Cart has a small basket (caddie) for
carrying all cleaning sprays, rags, etc.
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Cosmetics and small amenities are
usually stored on bottom to prevent
guests from taking souvenirs!
Carts also have a trash bag to collect
room trash
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 Laundry
bag for collecting dirty
linens
 Room Standards Charts
 Housekeeping carts should be
cleaned and sanitized at the end
of each shift
 Carts are refilled by night shift
employees
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Most properties supply:
 toilet paper, facial tissue, writing
tablet and ink pen
 Toiletries - small bars of soap, small
shampoo, hair conditioner,
mouthwash, body lotion, shoe shine
cloths, disposable shower caps are
often provided by limited and fullservice hotels
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 Beverage
station -coffee, tea,
bottled water & condiments
 City & Restaurant guides
 Holy Bible
 Book of Mormon
 Television menu
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Iron, ironing board
 Hair dryer
 Alarm clocks
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Housekeepers must check
 irons to make sure they are empty!
 closets for laundry bags
 Time on the alarm clock, must be w/i
5 mins of actual time
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Towels
Ashtrays
iPad Docking station/alarm
clock
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Since Room Attendants are in the guest rooms
every day, they are responsible for noticing
problems.
1. Items left behind by guest should be
brought back to Housekeeping Office. From
there the item will go to Loss Prevention
2. Supervisor must keep a log of when, where
each item was found, description of item &
its condition, name of finder, where it is
stored
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Room attendants check the rooms for
damaged items or items that need
repair.
◦ soiled, torn linens
◦ damaged furniture
◦ broken air conditioning/furnace
◦ broken television or mini-fridge
◦ leaky toilet or sink
◦ burnt out lightbulbs
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Marriott employs 2 housekeepers to
Blitz and two to Rooms Preventative
Maintenance (RPM)
 Blitz – deep clean the room top to
bottom, move furniture to vacuum,
shampoo carpets, etc.
 RPM – refresh paint, tub caulk, cover
nicks in furniture, & make minor
repairs to the room
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Room attendants must also report:
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missing furniture or other items- blankets,
bathrobes, pictures, remotes, Bibles, etc.
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suspicious activity – large amounts of blood
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“Cooking equipment” either food or Meth
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diagrams and schematics of the property
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bomb or incendiary device components
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Room attendants’ daily schedule has
codes that indicate occupancy,
vacancies, & out of order rooms. If a
room is supposed to be occupied and
appears vacant, the Executive
Housekeeper must be called.
 Unfortunately guests sometimes
“forget to check-out!” but with credit
cards on file that are verified at
check-in this is less of a problem
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The Room Attendant is responsible for
making sure that no unauthorized people
enter a guest room (prevents theft) or a
physical attack of the Room Attendant
Strangers must not be allowed to enter the
room while they are working
Often the attendant will use the cart to
block the open doorway while cleaning the
room
EMERGENCY buttons are issued to Room
Attendants!
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Question: A guest asks to be “let back into
his room?”
Answer: redirect the guest to the Front
Desk to obtain a new key. Hopefully the
Front Desk employee will verify the
identity of the guest before issuing the
key!
OR Ask for the guest’s key and verify that
it opens the room door before allowing
guest to enter the room.
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A Do Not Disturb sign (DND) placed
on door handle prevents Room
Attendants from entering the room.
After 24 hours, a message is left on
guest’s phone explaining the DND
prevented Housekeeping. After 3 days
(72 hrs.) TX Innkeepers’ Law allows
staff entry into room.
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 Housekeeping
work that is
performed in the evening
 Includes straightening up of the
room, closing draperies and
restocking the guests supplies
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 Turning
down of the bedding or
corner folding and placement of a
cookie, chocolate, etc. on the
pillow
 Turn on soft corner lights
 Place a “breakfast menu hanger”
next to bed
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These areas must be clean and sanitary as
well:
hallways, lobby, restaurants, meeting
rooms, banquet halls, lounges, Business
Centers, business offices, and public
restrooms
Lobby Attendants, House-staff, Public-Area
Housekeeper or clean these areas by
vacuuming, dusting, sanitizing hand-rails,
cleaning all glass surfaces, etc.
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Watch Ten Minute Trainer on Housekeeping
YouTube:
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Each student will create two room signs for
guests to hang on their room door indicating
◦ DO NOT DISTURB
◦ HOUSEKEEPING REQUESTED
A template is provided; hotel logo, simple
artwork and your name are required on both
signs!
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