MODULE NO.

1 HMP11 FUNDAMENTALS IN LODGING OPERATIONS

HOUSEKEEPING ORGANIZATION

Learning Objectives

At the end of this chapter, the students are expected to:

1. Understand the organizational structure of the housekeeping department.

2. Understand the role of the housekeeper. Understand the system of communication with
other departments.

3. Differentiate the different jobs and position in the housekeeping department.

4. Identify the scope of the housekeeping department.

5. Explain how hoteliers should manage guest properly that has been left behind (lost and
found)

6. Show the importance of safety training for employee working in housekeeping.

7. Describe, in detail, how housekeepers should clean guest rooms and public space areas
in a lodging facility.

8. Explain the processes required to clean the laundry generated by a lodging facility

Housekeeping Organization

Literally, the word “House-keeping” refers to the upkeep and maintenance of cleanliness and
order in a house or a lodging establishment, be it an inn, hotel, apartel, condominium, resort,
dormitory or hospital. A housekeeper is one who is responsible for administering housekeeping
maintenance and for insuring that everything is in order and that all occupants are made
comfortable, safe, and protected from disease-causing bacteria.

Types of Housekeeping

1. Domestic Housekeeping refers to housekeeping maintenance in a house. It covers

bedrooms, kitchen, dining, receiving area, grounds, and the surrounding areas within the house.

The lady of the house usually the wife/mother or caretaker acts as the head housekeeper and is
responsible for keeping the household in proper order. She sees to it that the rooms are clean
and well maintained, makes that soiled dished are thoroughly cleaned and polished and that
linen are properly washed, pressed and safely stored. She also Manages food preparation and
dining service.

2. Institutional Housekeeping applies to housekeeping maintenance in commercial lodging

establishments like hotels, resorts, inns, and apartel.

Institutional Housekeeping usually covers the following areas:

• Guest rooms
• Hallways and corridors
• Lobby
• Public rooms and restaurants
• Offices
• Stairways
• Windows
• Stores, concessionaire shops
• Grounds
• Linen and laundry area

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It does not include the kitchen and dining areas since these are handled by the Food and
Beverage Department.

Housekeeping job in commercial establishments is more complex to manage as compared to

domestic housekeeping. With a lot of guests to attend to, housekeeping responsibilities have to
be distributed to several sections of the housekeeping department. One section attends to the
maintenance of guestrooms; another to public areas while a separate one takes care of linen/
laundry services. Though each section attends to a specific function, efforts have to be well
coordinated among the various sections to ensure efficient housekeeping maintenance.

7 Scope of Housekeeping Maintenance

The responsibilities of the Housekeeping Department include the following:

1. Guest rooms Maintenance

• Maintaining cleanliness and orderliness in the guest rooms
• Furnishing the room with necessary amenities and supplies such 4 bed, linen,
appliances, etc.
• Attending to service request of house guests.
• Keeping the area free. of safety hazards.

2. Maintenance of Public Areas

• Maintaining the cleanliness and orderliness in all public areas which include
lobby, corridors, function rooms, grounds, etc.
• Maintaining the upkeep of the surroundings of the building by keeping it clean
and free of liters.
• Maintaining an attractive landscape to enhance eye appeal.
• Keeping the public areas free of safety hazards.
• Undertaking minor repair like busted bulbs, broken furniture, etc.

3. Maintenance of Linen / Laundry Service

• Collecting and delivering laundry Items-for house guests or In house occupants
• Washing, drying, ironing guest laundry as well as linens used in banquet
functions, food service and guestroom
• Mending service

4. Washing, Issuance, Repair and Inventory of Employees’ uniforms

5. Installation, Cleaning and Maintenance of Fixtures and Facilities
6. Provisions of special services like babysitting, mending, polishing shoes, etc.

Housekeeping Organization

In large establishments where there are many rooms and areas to be serviced, the
Housekeeping Department is organized such that there is a separate section to handle specific
tasks. There is a section for linen houseman for public area, rooms keeping supervisor for the
linen and laundry service.

This department usually falls under the Rooms Division and is headed by an Executive
Housekeeper. This division of labor is illustrated in the Organization Chart in Figure 1.

In smaller establishment with fewer guestrooms and public areas to be serviced, the
housekeeping unit may just be a small section by an Assistant Housekeeper who takes over in
case the supervisor is not around. All housekeeping staff report directly to the housekeeping
supervisor.

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Distribution of Housekeeping Responsibilities

Housekeeping tasks are distributed to housekeeping personnel who are designated to perform
the following functions and responsibilities.

I. Executive Housekeeper or Housekeeping Manager

Basic Function: Responsible for maintaining a smooth and efficient flow of operations in the
Housekeeping Department; sees to it that housekeeping maintenance is carried out in
accordance with prescribed standards and policies.

A. Planning and Problem-Solving Functions

1. Determines the operational requirements of his/her department and coordinates with the
Purchasing Department for the procurement of said items;
2. Formulates goals and targets as well as plans and strategies geared towards goal attainment.

3. Prepares and submits operations budget and monitors consumption against the budget,

4. Analyzes variances against targets and deviations from standards and take corrective action;

5. Takes corrective action for any problem affecting the operation in his department; attends to
customer complaints; coordinates with department concerned for remedial action.

6. Calls for and presides over operations meeting with supervisors to discuss and resolve
operational problems.

B. Organizing Functions

1. Organizes the flow of housekeeping operations:

• identifies tasks to be done and distributes them to his staff
• reviews/upgrades job description and job procedures
• reviews/upgrades operational policies as needed

2. Delegates side duties to subordinates.

C. Leading and Directing Functions

1. Conducts job orientation and training of housekeeping personnel.

2. Regularly conducts spot checks and routine inspection to ensure that housekeeping
standards are complied with;

3. Prepares and submits report required by management such as Critical Incident Report,
Budget Variance Report, Inventory Report and other documents as may be required by
management;

4. Boost employee morale and motivation through the effective use of motivational
techniques;

5. Provides supervision and coaching to section heads;

6. Supervises periodic inventory of housekeeping items and supplies; keeps track of losses
and breakdown of equipment;

7. Maintains par stock requirements; initiates requisition as needed;

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8. Coordinates closely with Front Office on room status and room bookings as wells as
changes in room assignments and reservations.

9. Coordinates with the Facilities Maintenance Section on matters requiring repair or

trouble shooting of equipment and room facilities.

D. Controlling Function

1. Controls and monitors expense against the budget; takes appropriate action against the
budget; takes appropriate action against excessive consumption:

2. Sees to it that house rules and housekeeping policies are carried out by the respective
unites under him.
3. Evaluates subordinate’s performance and conducts appraisal interview. Enforces
disciplinary action against erring employees; conducts corrective interview as needed;

4. Looks after the wear and tear of equipment; looks after their proper use; storage and
maintenance.

E. Guest Relations

1. Monitors guest satisfaction, solicits feedback and attends to customer needs, concerns
and requests;

2. Handles guest complaints and takes corrective action.

3. Performs other related functions as maybe assigned by superior.

II. Rooms Maintenance Supervisors

Basic Function: Directs and controls rooms keeping activities including room make up,
installation of mini bar and other room amenities; ensures conformity to prescribed rooms-
keeping standards and policies.

Duties and Responsibilities:

1. Conducts routine inspection to check the quality of room make up; makes sure that the
rooms are installed with the standard room amenities and that the area is free of safety
hazards. Also checks if there is anything that needs repair or corrective action,

2. Conducts room check; checks room status, prepares and distributes room status report
to Front Desk and to room attendants.

3. Looks after the proper use, storage and maintenance of linen and cleaning equipment as
well as housekeeping tools and supplies.

4. Regularly checks the condition and maintenance of housekeeping equipment. Have

them cleaned regularly. Initiates service request for defective items.

5. Checks and maintains per stock. Makes requisition whenever needed;

6. Initiates and supervises the weekly inventory of room supplies and other. Housekeeping
items entrusted to his unit. Reports losses and damages and takes corrective action
against reckless use of equipment;

7. Sees to it that his superior is informed of all unusual incidents and accidents in his area
of responsibility.

8. Trains, coaches and supervises room boys and chambermaids;

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9. Attends to the performance evaluation of his subordinates; conducts appraisal interview;

10. Personally, attends to VIP guests and their requirements;

11. Attends to guest complaints, inquiries and requests and complaints;

12. Coordinates with Front Office regarding changes in room status and bookings, with
Maintenance Unit regarding requests to repair or maintenance.

13. Performs other related duties as maybe assigned by superior.

III. Head Houseman or Public Supervisors

Basic Function: Directs and controls all activities concerning public area maintenance and
ensures conformity to prescribed housekeeping standards ang policies.

Duties and Responsibilities:

1, Maintains quality housekeeping in all public areas paying special attention to cleanliness,
orderliness and safety in all covered areas.

2. Conducts regular inspection of the different public areas; checks the quality of cleaning and
maintenance and ensures that the area is free of safety hazards. Also checks if there is
anything that needs repair or corrective action.

3. Checks order in all areas, make sure that fixtures and furniture are installed m the right
location.

4. Monitor and supervises the proper use, storage and maintenance of Cleaning equipment as
well as housekeeping tools and supplies.

5. Checks equipment regularly for their condition. Have then cleaned regularly and repaired
when out of order.

6. Checks and maintains par stock requirements. Makes requisition to replenish supplies.

7. Initiates and supervises weekly inventory of cleaning supplies and other housekeeping items
as allocated to his unit. Reports losses and damages and takes corrective action against
reckless use of equipment.

8. Reports to management all unusual incidents and accidents in the public areas, safety
hazards and items needing repair or replacement.

9. Trains, coaches and supervises his staff.

10. Evaluates the performance of his subordinates and conducts appraisal interview.

11. Performs other related duties as maybe assigned by superior.

IV. Room boy, Chambermaid or Room Attendant

Basic Function: Attends to the maintenance and upkeep of all guestrooms and service areas
assigned to him/her.

Duties and Responsibilities:

1. Looks after the maintenance of cleanliness, orderliness and sanitation in his assigned
guestrooms;

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• clean walls, carpets, fixtures following standard cleaning procedures;

• Sanitizes toilets and bathrooms using sanitizing chemicals;
• changes / empties waste baskets or garbage cans;
• collects all used/soiled linens and replenishes them with fresh ones;
• looks after the orderly make-up of the room, bed and the bathroom;
• checks the condition of all guestroom facilities and fixtures and reports any defect to
supervisor for corrective action;
• installs and replenishes standard room amenities in their appropriate location.

2. Performs turn-down service if scheduled for the second shift.

3. Looks after the proper use, maintenance and storage of cleaning equipment.
Reports damages to supervisor for corrective action.

4. Attends to the needs and additional requests of house guests.

5. Reports all unusual incidents and complaints of house guest, unauthorized entry of
suspicious persons in guestrooms as well as guests who are sick or in critical condition.

6. Reports and surrenders all lost and found items to Supervisor.

7. Assists in the inventory in conducting room check.

8. Prepares and submits daily accomplishment and consumption report to his/ her
supervisor;

9. Assists his supervisor in conducting room check.

10. Conducts fumigation of assigned guestrooms as needed.

11. Performs other related duties as may be assigned by his or her supervisor.

V. Mini Bar Runner/ Attendant

Basic Function: Responsible for performing mini-bar installation, listing, replenishing,

inventory-taking, stocking, requisitioning, and other related functions.

Duties and Responsibilities:

1. Maintains par stock of mini bar items; initiates requisition to replenish used stocks.

2. Records mini bar consumption per room and prepares a sales report. Assists in the
promotion of mini bar items.

3. Monitors sales and movement of stocks, informs supervisor of slow moving and non-
moving items.

4. Conducts mini bar inventory.

5. Cleans and dusts mini bar bottles in vacant guestrooms.

6. Checks and collects mini bar receipts in all guestrooms.

7. Assists in the inventory of stocks in housekeeping stockroom as well as in all vacant,

occupied and check out rooms.

8. Promptly prepares billing of mini bar consumption giving priority to rooms occupied by
guests who are about to check out within the day.
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9. Coordinates with Front Office Cashiers for billing of late charges.

10. Coordinates also with other staff like Bell Service in collecting bills of guests and hotel
skippers.

11. Endorses to the incoming attendant all un-replenished mini bars in guestrooms to make
sure that all scheduled replenishments for the day will) be accomplished as scheduled.

12. Determines availability and non-availability of mini-bars bottles stocks and updates
accordingly the individual receipts distributed in guestrooms.

13. Collects empty or consumed mini-bar bottles, cans, etc. from different floors/guest areas,
pantries and guestrooms.

14. Checks sales records from time to time to determine accuracy of records, inventories
and billing.

15. Takes note of saleable and non-saleable items to have a mote accuracy basis for
requisition and ordering of stocks.

16. Double checks the expiration dates of items for prompt replenishment.

17. Returns spoiled stocks before the end of each month and submits report to supervisor or
the Cost Control section.

18. Coordinates closely with Front Office regarding rooms on cash-basis to be able to pull-
out mini-bar stocks and also to obtain the check-out list for each day.

19. Performs other duties as may be assigned.

VI. Houseman

Basic Function: Responsible for upkeep and maintenance of cleanliness and orderliness in
public area assigned to him.

Duties and Responsibilities:

1. Secures cleaning supplies, materials and equipment and looks after their proper use,
storage and maintenance.

2. Checks the location, condition and arrangement of fixtures in his area of responsibility,
sees it that they are clean and properly installed.

3. Cleans and sanitizes public comfort rooms under his area, following standard cleaning
procedures

4. Replenishes guest supplies in public comfort rooms like paper towels, toilet tissues,
soap, etc.

5. Cleans and sanitizes areas assigned to him following standard cleaning procedures.

• Vacuums / shampoos carpets and upholstered furniture. e Sweeps / scrub / polishes

floors and walls.

• Polishes / dusts off all fixtures.

• Clean ceilings, exhaust and glass panels.

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• Collects and disposes garbage and litters.

• Changes / cleans ashtrays.

• Disinfects toilet bowls, urinals, etc.

6. Reports all note damages and out-of-order facilities in his area of responsibility including
defective cleaning equipment, busted bulbs, torn carpets, cracks on walls, defective
sinks and toilet bowls, clogged floor drain, ceiling leaks, defective locks, etc.

7. Conducts fumigation in the absence of a pest control technician.

8. Reports guest complaints to his supervisor as well as suspicious objects or persons,

turn-over to him all lost-and-found articles.

9. Prepares daily accomplishment report and submit them to supervisor.

10. Performs other related duties as may be assigned by superior.

VII. Powder Girl

Basic Function: Responsible for the cleaning, care and maintenance of ladies’ comfort rooms
and locker rooms.

Duties and Responsibilities:

1. Maintains a par stock of cleaning supplies and makes requisitions to replenish stocks.

2. Regularly cleans ladies comfort rooms and locker room following standard cleaning
procedures

• disinfects toilet bowls

• scrubs, cleans, wipe dry floor and wall tiles
• polish chrome and metal fixtures like faucets
• fumigate the area as needed
• dispose garbage, wash and dry garbage bins

3. Replenishes toilet amenities like toilet paper, soap, paper towels, etc.

4. Checks the condition of fixtures and toilet facilities, checks for leaking faucets, defective
tiles, showers, etc. and report ant defect to her supervisor.

5. Retouches the cleaning of comfort rooms from time to time.

6. Regularly checks trash and empties garbage bins from time to time.

7. Assists in other cleaning or housekeeping job when not loaded. 8. Assists in the
issuance of linen if available. 9. Performs other related duties as maybe assigned by
superior.

VIII. Gardener and Ground Maintenance Crew

Basic Function: Responsible for maintaining the grounds including plants ang landscape.

Duties and Responsibilities:

1. Performs daily sweeping and cleaning of grounds following standard cleaning

procedures.

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2. Maintains supplies for plants and grounds maintenance and makes requisition to
replenish stocks.

3. Replenishes toilet amenities like toilet paper, soap, paper towels, etc.

4. Check the condition of fixtures and toilet facilities, checks for leaking faucets, defective
tiles, showers, etc. and reports any defect to her supervisor.

5. Retouches the cleaning of comfort rooms from time to time.

6. Regularly checks trash and empties garbage bins from time to time.

7. Assists in other cleaning or housekeeping job when not loaded.

8. Assists in the issuance of linens if available.

9. Performs other related duties as maybe assigned by superior.

IX. Pest Control Technician

Basic Function: Attends to the prevention and control of pests through preventive and
corrective techniques.

Duties and Responsibilities:

1. Searches for areas where pests and insects proliferate and performs the necessary
fumigation.

2. Looks for patches or holes and other entry points of insects and takes corrective action.

3. Maintains stocks for pest control and looks after their safekeeping and reasonable use.

4. Checks possible sources and causes of the proliferation of pests and insects, makes
report and recommendations to remedy the situation.

5. Performs fumigation in accordance with prescribed procedures.

6. Performs other related duties as maybe assigned by superior.

The tasks mentioned in the various job descriptions are necessary for an efficient and quality
housekeeping. The Housekeeping Manager must see to it that such tasks are all delegated and
attended to by Housekeeping maintained is quite large as in the case of big hotels, a rigid
division of labor and specialized maybe necessary. This means that once position shall be
made to concentrate on a specific type of work. For example, room boys and chambermaids
shall be concentrating on rooms make up, a mini bar attendant control function only, etc.

In smaller establishments, this type of labor distributions can be very expensive since it requires
large manpower. A good labor-saving strategy is to resort to multiple functions for some
positions. For example, room boys and chambermaids may also serve as mini bar runner, the
tasks of a pest control technician may be delegated to a houseman. One or two room boys may
also serve as technician to do utility jobs like simple repairs, plumbing work, etc. for as long as
they are trained to do the job. An all-around reliever may also be employed. He can relieve
anyone who is on day off whether he is a houseman, room boy, washer, etc. In doing this, one
must make sure that the tasks covered in one position/person are directly related and it will not
overload the person nor divert him from his major responsibility.

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Standards of Ideal Housekeeping

Cleanliness
o All areas are immaculately clean, corner-to-corner, top to bottom, including
surfaces.
o Closets, cabinets and storage areas are also kept clean.
o Furniture and fixtures are properly dusted; doorknobs and metal fixtures are
polished with the right metal polishing chemical.
o Windows and glass panels are dusted and polished.
o Floors are vacuumed, polished or shampooed when necessary.
o Grounds are free of liters and dirt.

Orderliness
o Facilities and fixtures are properly arranged and installed in appropriate location,

o Room amenities are properly installed in appropriate location;

o Linen is neatly folded.
o Beds are made up properly, linen are mitered and wrinkle free,

Sanitation
o The whole area is free from all sources of bacterial contamination such as
indisposed garbage and leftover, stagnant water, etc.
o Wet garbage is properly underlined with plastic, covered and disposed regularly.
o All items for personal use of guests and which come in contact with the body like
linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect
guests from possible bacterial contamination.
o Glasses and water jug that are installed in guestrooms are covered,
o Area is protected from pest infestation, regularly fumigated to eliminate pests.

Guest’s Comfort
o Rooms are properly ventilated and lighted.
o Guests are not disturbed by noise and other forms of distractions,
o There are sufficient amenities for the comfort of guests like linen, toiletries,
drinking glass, etc.
Eye Appeal
o Ambiance is soothing to the eyes, not dim or dull.
o Suitable interior design with proper blending of colors.
o No eyesore can be found in guest-contact areas.
o Wall decors and TV sets are posted at eye level.
Safety
o The rooms, function rooms and public areas are free from any safety hazards like
open electrical outlet, dangling wires, damaged tiles, slippery floors, broken
chairs, etc.

o Building is provided with all required safety facilities like ventilated fire exits,
emergency alarm, fire extinguishers/hoses, luminous safety signs, etc. Safety
standards prescribed for building maintenance by the government are strictly
enforced.

o Safety instructions during emergencies are available in all rooms.

o The hotel is prepared for any emergency, has a well-organized safety or

emergency procedures and emergency brigade;

o All staffs are trained on emergency procedures, including the use of Safety
equipment.

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o Trained roving guards are available to check movements in guest rooms and to
insure the protection of guests.

o Safety measures are implemented to protect guests from theft, accident, injuries,
etc.

Materials Control and Preventive Maintenance

• There is designated budget for supplies and materials.

• Consumption of supplies is always monitored and excessive consumption is determined

and reported.

• Par stock requirements are always maintained; regular requisitions are made,

• All tools and equipment are stored safely in appropriate storagé compartments right after
use.

• Chemicals are diluted properly and use sparingly. e Supplies and materials are
consumed within the limits of the budget. e All appliances and equipment are regularly
checked for any damage and maintained in safe, working condition to avoid accidents,

• Losses, damages and equipment breakdown are properly reported, documented and
accounted for given appropriate action.

• There is regular inventory of supplies and materials.

• Effective control measures are designed and enforced to prevent losses and pilferages.

• Regular cleaning and checkup of equipment is undertaken. Staffs are trained on the
roper use and maintenance of equipment.

Guest Relations

• Guests’ requests and concerns are given prompt and proper attention. Staff exhibit
warm and pleasant disposition in dealing with guests.

• Tact and diplomacy are observed in dealing with complaints and difficult situations.

• Customer feedback is solicited to determine guest's situations.

• Customer feedback and concerns are logged down and discussed for corrective action
during meetings.

• Staffs express warm appreciation and gratitude for guest patronage.

• Customer needs and concerns are anticipated and attended to immediately.

• Inquiries of guests are given accurate and appropriate response. Staffs do out of their
way to render extra service to guests.

• Guests with special problems like the sick, intoxicated ones, etc. are given the
necessary assistance and support by the Housekeeping staff.

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