Chapter 1 : Introduction of Housekeeping Department
Housekeeping is the management of
Means we are dealing with maintaining a
clean and comfortable environment in the
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
Structure of Housekeeping Department for large
b) Structure of Housekeeping Department for small
1.2 MISSION OF HOUSEKEEPING DEPARTMENT
Mission is a continuing task or responsibility to be performed by a group of
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
• Responsible and accountable for
cleanliness, maintenance & aesthetic
upkeep of the hotel.
• Managed to resources given by the EH
to achieve the common objectives of
cleanliness, maintenance &
attractiveness in a given shift.
• 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.
• 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.
Public area supervisor
• Responsible cleanliness, maintenance, and
attractiveness of all areas.
• Ex: bars, restaurant, swimming pool & car park
• 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
Clean carpets, wash wall, remove trash and
recycling, care for floors and clean high and hardto-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.
Public area attendant
Linen room supervisor
• 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
• To be able to handle any aspect of
housekeeping at night.
• Responsible and accountable at
night for smooth housekeeping.
• 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
• Assist the supervisor by actually issuing linen
Linen room attendant /
and filling such records as necessary.
• Perform some laundering task in the hotel
that has On-Premise laundry (OPL)
attendant / Laundry
• Providing clean serviceable uniforms to the
staff of the hotel.
• Keep an inventory control on various
uniforms at various stages of use.
• Issuing of uniforms while receiving soiled
uniforms for onward transmission to the
• He or she can sometimes do the laundering
task in the hotel.
• Responsible for all laundry operation.
• Make sure that the laundry is operating
• Fabricated a variety of items, from draperies to
bed covering and uniform.
• Responsible mending & repairing fabric item.
• Answering phone and relaying messages, assist
with other matters regarding office operation.
1.4 AREAS OF
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
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.
HOUSEKEEPING DEPARTMENT RESPONSIBILITIES.
MAKE SURE THAT GUEST’S EXPECTATIONS OF
CLEANLINESS ARE MET.
KNOWN AS FRONT OF THE HOUSE,WHICH
DESK,CORRIDOR AND LIFT OR ELEVATOR.
MUST LOOK THEIR BEST AT ALL TIMES.
The Public Area Responsibilities
The day shift for public area concentrates on neat
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
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.
Important in order to control labor and equipment
Outside cleaning company hired to do tasks that
would require effective training or specialized
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
It makes the cleaning operation faster and
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
Toilets, sinks and waste paper baskets are
There some operational activities in other areas that are under
the responsibilities of Housekeeping.It includes
Special cleaning projects.
Night Cleaning Assignments.
Housekeeping is responsible for daily cleaning
activities in dining, parking and front and recreational
The daily cleaning activities are stain removal, linen
supply, dealing with spills, vacuuming and carpet
Special Cleaning Projects
Special cleaning assignments are added on a
rotating basis to each night’s work.
Activities for special cleaning project
Mirror and chrome polishing.
Tiles scrubbing and polishing.
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).
-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
Wax lamp bases and
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
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
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
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
out these efficiently.
Maintaining property’s interior
▸ensures that property interior’s continue to look and
operate like new as long as possible.