The document summarizes the roles and responsibilities within a hotel housekeeping department. It describes the typical organizational structure, with an executive housekeeper or manager overseeing housekeeping supervisors, room attendants, housemen, and laundry/public area staff. It outlines the duties of room attendants, which include cleaning guest rooms, and housemen, who transport linens and supplies. Laundry room personnel separate, wash, dry and distribute linens. Public area attendants are responsible for cleaning common areas. The housekeeping department must coordinate closely with the front desk to ensure rooms are cleaned on time and prepared for arrivals and departures.

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.