It can help in taking knowledge related the house keeping.

1. Housekeeping Department(I)
After you learn it, you are able to
tell the organization structure of a
housekeeping department;
Tell the functions of a housekeeping
department;
Tell each staff’s job;
Deal with the contact with the guest, such as
clean room according to guest requirement,
supply items,
Figure 1-13

2. Housekeeping Department
The most vital department in a hotel;
Highest impact on guests;
Lowest wages paid;
Least respect received.

3. Housekeeping Org Chart
(Medium-sized Hotels)
Executive Housekeeper
Room
Attendants
Laundry Houseman
Supervisor/
Inspector
Public Areas

4. Housekeeping Org Chart
(Large-sized Hotels)
Executive Manager
Laundry Manager Floor Supervisor
Public Areas
Manager
Room
Attendants
Housemen
Turn-down
Service
Public Areas
Attendants
Floor attendantLaundry Dry Cleaning

5. P52 Housekeeping Department
What are chambermaid’s jobs?
What are houseman’s jobs?
What is laundry and valet service?
How to handle lost and found articles?
The housekeeping staff must coordinate its
activities closely with the front desk, why?
Give some examples.

6. Terms I
 Linens: articles traditionally made of linens, but today more
often made of –cotton sheets, pillowcases, towels and so forth.
 Laundry and valet service: laundry service includes washing and
valet service includes dry cleaning and pressing.
 Houseman: a hotel employee who does heavy housekeeping
chores especially in the public areas of the hotell.
 PA: public areas, including the lobby, sidewalks, restaurants,
elevators, and public restrooms.

7. Terms II
 Late check-out: a room in which a guest is being allowed to
check out later than the hotel’s standard check-out time.
 Stay overs: a room in which the guest is scheduled to stay again.
 Due-outs: a room from which a guest is expected to check out
on a given day who has not yet done so.

8. Housekeeping Personnel
 Supervisors
Inspect guestrooms and public areas. Serve as the contact
point between the housekeeping department and the front
desk.
 Housekeepers
Responsible for the cleaning and maintenance of guest rooms.
 Housemen
Transport linens and other supplies to housekeepers.
 Laundry Room Personnel
Separate, wash, dry, fold, and distribute linens.
 Public Area Attendants
Clean public areas such as hallways, lobby, restrooms,
recreational areas, and banquet reception areas.

9. The Housekeeping Manager's
responsibilities include：
 Supporting the Executive Housekeeper in
overseeing the day-to-day operation of the
department,
 Leading and developing Housekeeping
associates,
 Ensure consistent cleanliness in the rooms and
public area,
 Provide assistance to any guest inquiries or
requests.
 Be energetic, self-motivated, and have a passion
for giving guests an exceptional experience.

10. advice to other young aspiring
executive housekeepers and
professionals:
 set one goal at a time. If you set too many, you’ll
get discouraged. So set one and follow it through.
 always ask questions.
 listen. It’s the most effective way to gain
intelligence.
 keep your eyes open to opportunities.
 work hard.
 defy adversity and negativity.
 never set yourself above your coworkers.
 remember that age is only a number.
 always ask for additional responsibilites, when
you can handle it.

11. Homework
 Each group makes up two dialogues
according to the topic. You decide the
specific situation.
 1. A guest wants you to clean his room at 4:00p.m.
 2. a guest calls to ask for a cell phone charger.
 Hand it in on Dec. 3.