ction To

Introdu

Hous e
ping
kee
WHAT IS
HOUSEKEEPING?
•The word “House” is referred to as the
hotel while “Keeping” is for clean and
orderly maintenance.

•Housekeeping means performing all

the duties towards cleaning, maintaining
orderliness, and running a house or a
business property. In case of hotels, the
housekeeping duties involve maintaining
the hotel to the best possible state in
terms of cleanliness, and keeping it at
highly desirable ambience.
WHAT IS
HOUSEKEEPING?
•The housekeeping department, in any
hotel business, contributes to major
amount of profit though it is considered
as an ancillary service. The simple
reason being, a customer demands a
clean, tidy, and pleasing ambience.

•Housekeeping generates the first

impression on a guest’s mind. The
housekeeping efforts clearly show how
the hotel will take care of its guests.
TYPES OF
HOUSEKEEPING
•Domestic Housekeeping- applies to
housekeeping maintenance at home
where mother is usually to one in-
charge in maintaining its orderliness.

•Institutional Housekeeping- refers to

housekeeping maintenance in
commercial lodging establishments such
as hotels, motels, resorts, etc.
L e s s o n 1
s ek e e p i ng
i d e Ho u
Prov s t s
c es T o G u e
Se r v i
Quarter 1
 Study These Terms
Amenities - are supplies like dental kit, bath soap, vanity kit, etc. that
add to guest comfort and convenience..

Do not Disturb (DND) - a room status indicating that a room should

not be entered and cleaned because guests do not want to be
disturbed.

Early Maid Service - a room status term indicating that guests had
reserved or had requested that their room be cleaned as soon as
possible.

Forms - document that serves as evidence in a specific incident,

situation, and happening.
 Study These Terms

House rules - set of rules strictly implemented and is designed to

be followed for discipline and safety.

Intrapersonal skills - is also called personal skills. These are the

abilities and talents that exist within one person which aids him or
her in problem solving.

Interpersonal skills - is also called people skills. These are the

skills we use in communicating and interacting with people.
 Study These Terms

Organizational chart - a schematic depiction of relationship of

jobs.

Professionalism-are traits needed in the work place which

includes specialized skills, good judgment, and polite behavior
of a person who is trained to perform one's job well.
Read and Learn
"Service and Room are commendable."
Review of Dureen Kim Hotel 3 weeks ago

We had a corner room with a pool view.

Everything is at best including the staffs
that are always very helpful. Walking
distance to a shopping center,
restaurants, and entertainments.
Certainly our first choice of hotel in
Manila and will be back here again.

Stayed December 2021, traveled with

family
 Hotel House Rules

Hotels follow different approaches in giving the best

service they can provide for their guests. Hotel house rules
are designed to instill discipline among hotel staff, thereby
ensuring guest satisfaction in terms of comfort, safety, and
security. Well-mannered staff is an asset of the hotel as
they can help build hotel guests' contentment and trust.
Every guest coming and checking in wants security thus
providing security is one of the most important duties of a
hotel.
 Entry Into a Guest's
Room
One of the responsibilities of a housekeeper
is to clean the room of the guests. In entering
a guest's room, most hotels have a
mandatory two-knock, three announcement
rule. Housekeeper must knock twice using
the knuckles of his hand and say
"housekeeping."

If the "Do not Disturb sign hangs for a long

time, the housekeeper should inform the
supervisor so that any necessary further
action may be taken. Housekeepers are only
allowed to enter guest room while on duty.
 Cleaning

Another function of housekeepers in

hotels is to make sure that the room of a
guest is clean and in order. To be able to
do this, they are expected to complete a
series of cleaning and sanitizing
procedures. Examples of tasks
housekeepers are expected to perform
are changing of linens and toiletries,
cleaning the floors, dusting surfaces, and
cleaning the bathrooms of guest rooms
assigned to them.
 Gifts And Tipping
Hotels enforce rules on receiving
gifts and tips from guests. Some
hotels require their housekeepers to
ask a note coming from the guest
just in case they are given a gift. All
hotels allow guests to give tips as
appreciation for quality service but
housekeepers should not solicit tips
or negotiate the amount with guests.
 Lost and Found
Lost and Found items after a guest's departure
must be reported immediately to the floor
supervisor. It is the duty of the floor supervisor
to check whether the guest is still around or
not. If the guest is no longer around, the floor
supervisor will follow the lost and found
procedure.

Below are hotel rules for lost and found items:

Perishable items - are lost and found items

under food like fruits, chocolates, can goods,
etc. After three days if the owner will not call or
come back to claim the items, it will be given to
the housekeeper who finds the items. This is
what they call "finders keepers" rule.
 Lost and Found
Non-perishable items-are lost and found
items under non-food such as umbrella,
shoes, bags, clothes, etc. These items are
only given one month for the owner to claim.
If left unclaimed, the items again will be
given to the employee who found it.

Valuables - are lost and found items such as

cash, gadgets, and jewelry. Items considered
as valuables are given one year to be
claimed by the owner. If left unclaimed, the
hotel management will decide on what to do
with the unclaimed items.
 Professionalism

Professionalism is a trait that is highly valued in

the workplace. This includes specialized skill,
good judgment, polite behavior, honesty, and
integrity. As housekeepers, how one carries
oneself and how one perform the job make a
statement about the hotel's standard.
Housekeepers are expected to perform their
job well. They have to wear their uniform at all
times during work. They are also expected to
comply with cleaning request of guests. Going
above and beyond a guests expectations while
staying within professional boundaries ensures
guests continued patronage.
 r s o n a l a n d
In t er p e
a l S k i l l s o f
p e r s o n
Intra e p e r
d H o u s e k e
a Go o
Interpersonal skills or people skills are the life skills we use in
communicating and interacting with people while intrapersonal
skills or personal skills are the abilities and talents that exist within
the individual, which aids him or her in problem solving. According
to Stephen Fiore, a professor at the University of Central Florida,
the two skills have long been recognized as important factors to be
successful in school and in workplace.

There are different interpersonal and intrapersonal skills that one

needs to master to be able to stand with the demands of the job in
housekeeping.
 Interpersonal Skills
Ability to manage conflict - being able to manage and
handle differences in opinions and always seeking win-win
resolutions.

Ability to solve problems - ability to choose the best course

of action in situations while considering the needs and
perspective of others.

Ability to communicate clearly-being able to speak with

clarity and directness and at the same time being sensitive
to the need of the receiver.
 Interpersonal Skills
Ability to listen- ability to hear other people's perspective by
setting aside judgment.

Demonstrate responsibility - being able to do the things you say

you will do.

Being accountable for your actions - being able to face the

consequence of your action and not blaming others.

Flexibility - Ability to be Open to New and Different way of doing

things
 Intrapersonal Skills
Adaptability-the ability to cope with change.
Self-awareness - being aware of your own values, needs, and emotions
and theirimpact to your behavior.

Self-management or self-development - the ability to work

autonomously and to motivate and monitor oneself. It also includes
the ability to acquire new informationand skills related to work.

Relationship management-the ability to build relationship based on

mutual trust and respect.

Social awareness-being in tune with other's feelings and needs.

 n e l i n t h e
Perso
e e p i ng
Housek
a r t m e n t
Dep
The duties and responsibilities of all the personnel in a
housekeeping department differ from each other but there is one
common denominator in all of their functions ensuring guest's
safety, security, and satisfaction. We all know that no hotel can
exist without the patronage of its guests, and it is also true that
the only reason for the existence of the staff is to provide service
for their guests' comfort and convenience. Thus, all personnel in a
housekeeping department must not only assemble as a team, but
should work as a coordinated group of people cooperating or
working together for a common goal, that is to create a satisfied
guest.
ORGANIZATIONAL STRUCTURE OF A HOUSEKEEPING
DEPARTMENT
EXECUTIVE HOUSKEEPER
The executive housekeeper is the head of
the housekeeping and serves several
responsibilities that include: managing the
housekeeping team; translating all hotel
policies, procedures, and standards into
housekeeping operations; serving as the
representative of the department during
top management meetings; and ensuring
all resources are effectively utilized.
ASSISTANT HOUSKEEPER
Hotel provides 24 hours service. An assistant
housekeeper is the head of a given shift and
is responsible in managing the resources
provided by the executive housekeeper to
achieve its goal of cleanliness, maintenance,
and attractiveness of the hotel during a
given shift. It is also his or her responsibility
to translate into practice all the
housekeeping supervisors and executive
housekeeper's policies, procedures, and
standards making sure that executive
housekeepers actualize them at the grass
root level of operations. In the absence of a
housekeeper, an assistant housekeeper will
take over.
FLOOR SUPERVISOR
Floor supervisors are responsible in
checking the cleanliness and maintenance
of guest rooms on allotted floors for
quality assurance. They are also
responsible in controlling the
housekeeping personnel which compose
of room attendants and housemen. They
are also responsible in controlling the
material assets of the floor such as bed
and bath linen, guests and room
amenities, and cleaning equipment and
detergents.
CONTROL DESK SUPERVISOR
Housekeeping control desk is considered
as the main communication center of the
housekeeping department. A control desk
supervisor has a very important role to
play, that is to ensure the communication
with housekeeping personnel is
coordinated to all staff of the hotel. The
major responsibility of a control desk
supervisor is to coordinate with the
maintenance department to make sure
that all maintenance requests are
attended to and done.
PUBLIC AREA SUPERVISOR
The public area supervisor is
responsible for ensuring that the public
area attendants or housemen are doing
their job in maintaining the cleanliness,
orderliness, and upkeep of the aesthetic
image of all public areas in the hotel like
the lobby, hallways, banquets space,
and public restrooms.
LINEN ROOM SUPERVISOR
Linen room supervisor is responsible in
coordinating the exchange of soiled
linen for clean ones. He or she is also
the custodian of all linens used and the
one responsible for the maintenance
and proper storage of linens to
minimize loss. The linen room
supervisor is tasked to coordinate
closely with the laundry supervisor for
the supply of clean linens.
LAUNDRY SUPERVISOR
Laundry supervisor is responsible for
ensuring that laundry attendants are
doing their job-washing, drying, folding,
and pressing items-properly.
ROOM ATTENDANT

Room attendants are also called

chambermaids since mostly women are
employed for the job. They are the ones
who are responsible for the cleaning
and maintenance of assigned guest
rooms. They serve as the eyes and ears
of the security team to report any
untoward incidents. Room attendants
also make sure that the privacy of all
their guests are not invaded.
LAUNDRY AND LINEN
ROOM ATTENDANT
Laundry and linen room attendants are
responsible for laundering linens,
towels, napkins, aprons, uniforms, and
any other items.
 C l e a n i n g ,
Gue s t r oom
i n t en a n c e
n d M a
Care, A
Guests want their hotel room to be clean and to
smell good. To be able to efficiently perform the job
as a housekeeper, one is expected to complete a
series of cleaning and sanitizing procedure. It is
also expected that cleaning of room are finished
within the given time frame.
Points to Rember when Doing
service to a Guest room
Clean in one direction
Clean from top down
Clean from farthest point out
Check for damage, if there is something that requires
maintenance, or if a property lost
Use correct equipment and cleaning agents to clean
surfaces
 Phases of Cleaning a Hotel
Guest Room
Phase 1
Opening the windows to air out the room and turning
off of air-conditioning system
Washing hands and putting on protective disposable
gloves
Emptying out the trash cans or bins
Stripping the bed and removing dirty linens
Phase 2
Removal of dirty towels from the bathroom (bath towels, hand
towels, and face towels)
Spraying the cleaning products necessary for disinfection
Removal of gloves

Phase 3
Making up the bed

Phase 4
Dusting all surfaces such as bedside table, desk, chair, TV, etc.
Checking TV, air-conditioning, and lights to make sure they
function properly
Phase 5
Cleaning the bathroom

Phase 6
Replacing all free hotel products such as brochures,
mints, shampoo, soap, etc.
Vacuuming the room
Checking over the room, making sure that everything
is in place..
 Bedroom and Bathroom
Amenities in a Hotel
Hotel amenities are the extra service or product the
hotel provides for their guests. Amenities vary in
every hotel. There are hotels that offer standard
amenities to all rooms while other amenities may be
optional, guests may avail of it if they want and
usually for an additional charge. Below are examples
of bedroom and bathroom amenities.
 Bedroom Amenities

1.Spacious bedrooms
with king or queen size
bed

2.High grade premium

pillow top matress
 Bedroom Amenities

3. Premium quality
linens

4.Plush Duvet

5.Hanger
5. Bedside Alarm Clock

7. Telephone

8. Highspeed Internet
access

9. Television

10. Desk and desk chair

5. Bedside Alarm Clock

7. Telephone

8. Highspeed Internet
access

9. Television

10. Desk and desk chair

11. Mini-fridge

12. Iron and ironing

board

13. Safety deposite

locker

14. Coffee maker