1. © 2009, Educational Institute
Chapter 10
The Role of Housekeeping in
Hospitality Operations
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

2. © 2009, Educational Institute
Competencies for
The Role of Housekeeping in
Hospitality Operations
1. Describe the role of the housekeeping department in
communicating room status.
2. Explain the relationship between the housekeeping
and maintenance departments and identify typical
cleaning responsibilities of the housekeeping
department.
3. Explain how executive housekeepers use such tools
as area inventory lists, frequency schedules,
performance standards, and productivity standards
to plan the work of the housekeeping department.
(continued)

3. © 2009, Educational Institute
Competencies for
The Role of Housekeeping in
Hospitality Operations
4. Distinguish between recycled and non-recycled
inventories.
5. Summarize the issues involved in a dilemma
facing many hotels: whether to cut back or
eliminate housekeeping supervisors.
(continued)

4. © 2009, Educational Institute
Occupancy Report
• Prepared by:
Front desk
• Indicates:
Rooms occupied that night
Guests expected to check out next day
• Used by:
Housekeeping to schedule next day’s room cleaning

5. © 2009, Educational Institute
Housekeeping Status Report
• Prepared by:
Housekeeping
• Indicates:
Current status of each hotel room
• Used by:
Front desk to assign rooms to arriving guests

6. © 2009, Educational Institute
Potential Guestroom Maintenance
Problems
• Sleep set
• Heating/air conditioning
• TV, radio, phone
• Bedspreads
• Lighting
• Door
• Toilet
• Toilet
• Vanity and tub
• Towels
• Bathroom walls
and door
• Water temperature
• Ventilation

7. © 2009, Educational Institute
Types of Maintenance
• Routine maintenance
General upkeep
• Preventive maintenance
Inspection
Minor corrections
Work-order initiation
• Scheduled maintenance

8. © 2009, Educational Institute
Maintenance Recordkeeping
• Equipment data cards
Technical data
Manufacturer’s information
Item’s cost
Special instructions
Warranty information
Storage of manuals/drawings
• Equipment history records
Logs of inspection/maintenance performed

9. © 2009, Educational Institute
General Housekeeping
Responsibilities
• Guestrooms
• Corridors
• Public areas (lobbies, public restrooms)
• Pool and patio areas
• Management offices
• Storage areas
• Linen and sewing rooms
• Laundry room
• Back-of-the-house areas

10. © 2009, Educational Institute
Additional Housekeeping
Responsibilities at Some Properties
• Meeting rooms
• Dining rooms
• Banquet rooms
• Convention exhibit halls
• Hotel-operated shops
• Game rooms
• Exercise rooms

11. © 2009, Educational Institute
Quality/Quantity
• Quality
What to do and how to do it—performance standards
• Quantity
How much and how long—productivity standards

12. © 2009, Educational Institute
Housekeeping Inventories
• Recycled inventories
Linens
Housekeeping equipment
Guest supplies (equipment)
Par number
• Non-recycled inventories
Cleaning supplies
Guest supplies (small items)
Purchase ordering system