The document discusses the responsibilities and operations of hotel housekeeping departments. It explains that housekeeping is responsible for cleaning public spaces, guest rooms, and laundry facilities. It also outlines the roles of key housekeeping staff like executive housekeepers, inspectors, and room attendants. Finally, it discusses important housekeeping functions like communicating room status, safety protocols, and training requirements.

1. CLODGING
HOUSEKEEPING
From Hotel Operations
Management 3rd Ed.
M. Aldana | SHTM Faculty

2. FIRSTUP
CONSULTANTS
HOUSEKEEPING
DEPARTMENT
2

3. FIRSTUP
CONSULTANTS
HOUSEKEEPING DEPARTMENT
3
• The Housekeeping (HKPG) Department in a
hotel is responsible for the hotel’s cleanliness.
• This is important because guests will readily
see the results of the housekeeping
department’s work. When a hotel’s
housekeeping staff is effective, guest
satisfaction is high, employee morale is good,
and ultimately the hotel is profitable.

4. FIRSTUP
CONSULTANTS
HKPG DEPT.
4
• Depending on the type and size of
the hotel, the HKPG Dept. will
generally be responsible for
cleaning and maintaining the
following areas in a hotel:
• Public Spaces
• Lobby areas
• Public restrooms
• Exercise areas
• Pool and spa areas
• Employee break rooms and locker
rooms
• Selected meeting and foodservice areas
• Front-desk areas
• Management offices
• Game rooms
• Guest Room Areas
• Elevators
• Corridors
• Stairwells
• Guest rooms
• Laundry
• Laundry preparation areas
• Laundry supply closets
• Guest linen and supplies storage areas

5. FIRSTUP
CONSULTANTS
PUBLIC SPACE
5
• The Public Space in a hotel is among the first
seen by the guests.
• In a larger hotel, these areas will require the
efforts of one or more full-time house persons to
maintain proper cleanliness levels.
• Public Space – are areas within the hotel that can
be freely accessed by guests and visitors.
• House Person – the individual responsible for
the cleaning of public spaces (the house). Also,
sometimes referred to as a public area (PA)
cleaner or porter.

6. FIRSTUP
CONSULTANTS 6
• The decisions made about the number of
employees required to clean these public areas, as
well as the frequency of cleaning, are the
responsibility of the executive housekeeper.
• Executive Housekeeper – the individual
responsible for the management and operation of
the housekeeping department.

7. FIRSTUP
CONSULTANTS
GUEST ROOMS
7
• Providing perfectly cleaned guest rooms is a
top priority for any well-run hotel.
• The cleaning of guest rooms is always the
responsibility of the housekeeping department
and must be executed flawlessly.
• The communication role of the HKPG Dept.
must play in the relaying room status to the
front desk staff and room maintenance issues to
the property’s operation and maintenance
department.

8. FIRSTUP
CONSULTANTS
GUEST ROOMS
8
• In well-managed hotels, there is a strict policy
that front-desk staff does not assign a guest to a
room unless that room has been:
• Properly cleaned by the housekeeping
department
• Verified as clean by a second member of
housekeeping
• The room’s status has been accurately reported to
the front desk

9. FIRSTUP
CONSULTANTS
HKPGAND FO DEPTS.
9
• The housekeeping dept. must carefully report the status
of guest rooms.
• The process of communicating room status between
housekeeping and front office begins each morning when
the housekeeping department receives, from the front
desk, an occupancy report produced as part of the night
audit.
• If both departments perform their jobs well, an accurate,
up-to-date room status is maintained in the PMS
throughout the day. Generally, the front desk notifies the
housekeeping department of room status changes, such as
check-outs, unexpected stay-overs, throughout the day by
calling the executive housekeeper or a housekeeping
supervisor, updating the PMS via guest room telephone,
or using another communication device such as a two-
way radio or smart device/phone.

10. FIRSTUP
CONSULTANTS
ROOM STATUS
10
Term Abbreviated
Term
Meaning
Clean and Vacant V / C Room is vacant, has been cleaned, and can be assigned to a guest
Dirty and Vacant or On-Change V / D Room has not yet been cleaned, and thus, cannot be assigned to a guest
Occupied O Room is registered to a guest
Occupied and Dirty O / D Registered guest is currently staying in the room, but the room has not
yet been cleaned
Occupied and Clean O / C Registered guest is currently staying in the room, and the room has been
cleaned
Do Not Disturb DND Room is occupied, but has not been cleaned due to the guest’s request
not to be disturbed
Sleep-out (Sleeper) Room is reported occupied, but the room was not used (bed not used, no
personal belongings in room) and the guest is not present
Stay-over SO Registered guest will stay in the room at least one more night
Due Out DO Registered guest have indicated this is the last day they will use the
room

11. FIRSTUP
CONSULTANTS
ROOM STATUS
11
Term Abbre
viated
Term
Meaning
Check Out CO Guest have departed and the room is
vacant
Out of Order OOO Room is unrentable and, thus,
unassignable at this time
Lock Out LO Guest has personal items in the room
and may be denied access until
approved to re-enter by management
Late Check Out Guest have requested and been given
an extension of the regular check-out
time

12. FIRSTUP
CONSULTANTS
LAUNDRY
12
• Hotels generate a tremendous amount of laundry and
most hotels do their own laundry on-premise.
• When you consider the time, equipment, and expertise
required to properly wash, dry, and fold the large
amount of linen and terry generated by a hotel, as well
as employee uniforms and other laundry items.
• Laundry represents on of the hotel’s largest expenses
and that an OPL must be properly managed if the hotel
is to control this important cost.
• OPL – On-premise Laundry
• Laundry – generic term for the guest room sheets, pillowcases,
tablecloths, and napkins washed and dried in the laundry area
• Terry – generic term for the bath towels, hand towels, and
washcloths washed and dried in the laundry area

13. FIRSTUP
CONSULTANTS
STAFFING
13
• Historically, the housekeeping department has been one of the most difficult to staff in the entire
hotel.
• This is because of the large number of housekeeping staff needed, the difficulty of the work, and
unfortunately in some cases, a wage structure that does not ensure that the best potential
employees seek careers in this department.

14. FIRSTUP
CONSULTANTS
EXECUTIVE HOUSEKEEPER
14
• The executive housekeeper is not only the valuable member of the Executive Operating
Committee (EOC), he or she is also an effective administrator, department motivator and team
player.
• In many hotels, the executive housekeeper is an individual that worked his or her way up from an
entry-level housekeeping position. In other hotels, the executive housekeeper may not have held
any entry-level housekeeping positions.
• Executive housekeepers’ commitment to cleanliness must be unquestioned, their standards must
be impeccable, their dedication to their area unflinching, and their human resources skills well
above average for managers.

15. FIRSTUP
CONSULTANTS
ROOM INSPECTORS
15
• In most hotels, one or more individuals hold
the position of inspector in the housekeeping
department. These individuals report directly to
the executive housekeeper or assistant
executive housekeeper.
• Inspector – the individuals responsible for
physically checking the room status of guest
rooms as well as other tasks as assigned by the
executive housekeeper.

16. FIRSTUP
CONSULTANTS
ROOMATTENDANTS
16
• Highly skilled and motivated room attendants
are incredibly vital to a hotel’s success.
• Room attendants - individuals responsible
for cleaning guest rooms. Sometimes referred
to as housekeepers. Also sometimes called as
maids, by a hotel’s guests, but this term is
never used by members of any professional
hotel management team.

17. FIRSTUP
CONSULTANTS
MANAGING HOUSEKEEPING
17
• Executive housekeepers in a hotel must be very knowledgeable
individuals. They must know about personnel administration, budgeting,
laundry sanitation, fabrics and uniforms, and room-cleaning chemicals
and routines; of course they also must be guest-service oriented.

18. FIRSTUP
CONSULTANTS
SAFETY
18
• Employee accident rates in the housekeeping department are generally
among the highest in the hotel.
• First is simply that the housekeeping department is usually one of the
hotel’s largest in terms of the number of workers it employs.
• The second reason relates to the physical nature of the job. Housekeepers
often work with equipment and supplies that must be very carefully
handled if accidents are to be avoided.

19. FIRSTUP
CONSULTANTS
ROOMATTENDANT CART
19
• Is a wheeled cart that contains all of the items needed
to properly and safely clean and restock a guest
room.

20. FIRSTUP
CONSULTANTS
TRAINING
20
• All employees require both general and department-specific training, and
the housekeeping department is no exception. Staff training include:
• Chemical handling
• Cleaning procedures
• Correct lifting techniques
• Properly entering guest rooms
• Contending with guest rooms containing:
• Firearms
• Uncaged pets/animals
• Individuals perceived to be threatening
• Guests who are ill/unconscious
• Drugs and drug paraphernalia
• Blood and potential blood-borne pathogens
• Guest service
• Guest room security
• Lost and found procedures