2. TYPICAL HOUSEKEEPING SERVICES AND
PROCEDURES
INTRODUCTION: A guest’s comfort and a longer stay are among the top most priorities in the
hotel industry. A clean room as a part of the guest’s experience contributes to repeat business and
referrals to other potential clients. While housekeeping regulations may differ from one hotel to
the other, there are basic rules and standard that the hotel must meet. The aim of housekeeping is
to offer a clean and hygienic atmosphere for guests.
Housekeeping – Department Policy Setup
Department Orientation
1. On the first day all new staff is introduced to all Excutive/Supervisor of Housekeeping.
2. They are shown the Housekeeping office, laundry and uniform/linen room.
3. They are shown all other administrative offices and public areas.
4. They are shown some of the rooms, pointing out fire exits, pantries and location of fire alarms
and location of service lifts.
5. All staff on their first day in Housekeeping is given a brief tour of the areas that comes under
Housekeeping.
3. Shift Briefing:
1. At the commencement of the shift, Executive/Supervisor on duty takes the briefing.
2. Information regarding new happening, group arrivals or departure, VIP’s in house etc.
included in the briefing.
3. Guest comments cards (GSTS) and all other important departmental information to be
conveyed.
4. Information about guest birthday and anniversary.
5. Housekeeping Executive or Supervisor carries out the briefing at the commencement of
the shift.
6. The briefing should take maximum of 10 to 15 minutes.
4. Staff Hotel Access:
1. Staff are not permitted on premises more than ½ hour before shift starts.
2. Staff are not permitted in premises more than ½ hour after duty ends unless working
the department.
3. Staff are not permitted in premises on off days.
4. No visitors or staff are allowed inside the premises unless permitted by the
management.
5. Staff adhere to hotel rules regarding time of admittance on premises.
Grooming & Hygiene of Staff:
1. All employees have to present themselves in a neat and tidy manner constant with the
physical environment they work in.
5. 2. All employees should wear company uniform in duty.
3. Shower daily, Brush your teeth regularly, Keep your hair free of lice and dandruff.
4. Do not chew gum, tobacco.
5. Wash hand regularly, Gargle after smoking and have a breath freshener.
Marking of Attendance and Duty
1. At the commencement of every shift, the housekeeping Executive/Supervisor marks the
attendance of all staff.
2. Staff are located different areas according to the duty roster.
3. Duties and Attendance of all Housekeeping staff are marked at the commencement of
each shift by Housekeeping Executive/Supervisor at the control desk.
4. There should be only one supervisor for the staff.
6. Housekeeping – Rooms and Greeting Guests.
Entering Guestrooms:
1. Houseman knocks the guestroom door thrice.
2. Announce “ HOUSEKEEPING”
3. Wait for two minutes.
4. Open the door.
5. Announce yourself and enter the room.
Greetings of Guests:
1. On seeing a guests, the staff greets the guest depending on the time of the day along
with smile.
2. Use the guest name when known.
7. Staff have to greet the guest with smile depending on the time of the day:
00.00 – 11.59 – “Good morning”
12.00 – 17.59 – “ Good afternoon”
18.00 – 23.59 – “Good evening”
Answering Guest Queries:
1. Find out the exact details required, by listening carefully and noting it down.
2. Ask appropriate questions about requirements.
3. Confirm all the details back to the guest at the time of inquiry to ensure correct info.
4. Give the required info. If it is a matter which will take time, tell the guest-specified time
which you are able to get back to him.
8. Enter the Guest Room:
1. Find out if the guest is in the room.
2. Announce yourself before entering the guest room.
3. In case the guest, wants you to come back later, then, politely ask for the time.
Position the maids cart in front of the guest room.
Turndown the Bed:
1. Enter the room, empty dustbin and ashtrays.
2. Remove the bedcover, fold it and place in the luggage rack drawer.
3. Remove pillow from the luggage rack and place on it on the head of the bed.
4. Make 90 angles with the second sheet.
5. Quilt and third sheet
9. 2. If a room is messy, it may require more extensive cleaning.
3. Remove ant room service tray, dishes and move them to the service pantry.
4. Empty the trash cans and replace the wastebasket liners.
5. Do a quick vacuum if required.
Tidy the Bathroom:
1. Neatly fold used towels.
2. Wipe the vanity area if required.
3. If required, replace the bathing towels.
4. Clear the dustbin if used.
10. Create a Pleasant Atmosphere:
1. Turn on the bedside lamps.
2. Close the drapes.
3. Draw the curtains so that there Is no light coming from the corners or centre.
4. Set the A/C temperature to what was set by the guest.
5. Double check everything, lock the room and leave the guest rom.
6. Update the status report.
11. PERFORMANCE CRITERIA
TASK SHEET 1.1
CRITERIA YES NO
1. Guest/staff housekeeping requests and service delivery are accepted
and recorded in accordance to enterprise policies.
2. Details of request made are confirmed and noted in accordance with
enterprise procedures.
3. Apologies are made when a request has arisen from a delayed
delivery of service.
4. Request not related to housekeeping are referred to appropriate
department.
5. Guest/staff housekeeping requests and service delivery are accepted
and recorded in accordance to enterprise policies and procedure.
