R oles of

H ou s ekeep ing
in th e
H os p ita lity
O p era tions
 W h a t is H ou s ekeep ing ?
Housekeeping is defined as a provision of a clean, comfortable, safe and aesthetically appealing
environment in a house or lodging establishment.

T here are two types of housekeeping:

1. D omestic Housekeeping
• It is a daily duties and chores involved in running of a household, such as cleaning, home
maintenance, in the bedrooms, kitchen, dining, receiving area, grounds and the surroundings
within the house.
• T hese daily tasks maybe performed by any members of the household, by a maid or anyone
who hired for the specific purpose of cleaning and maintenance of the house.

2. Institutional Housekeeping
• It applies to housekeeping maintenance in a commercial lodging establishment like hotels,
resorts, inns and apartels. In a hotel, it is an operational department which is responsible for
cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the
surroundings.

Housekeeper is the one who is responsible in performing the maintenance and ensuring that everything is in
order, comfortable, safe and free from disease causing bacteria.
 W h y h ou s ekeep ing
d ep a rtment is imp orta nt in
h otel op era tions ?
T he Importance of
Housekeeping D epartment

• Ensures the cleanliness, maintenance

and aesthetic appeal of all rooms and
public areas so that the property is
fresh and attractive.
• Maintaining the utmost standards of
cleanliness and q uality in the hotel.
a . E x ec u tive H ou s ekeep ing
O ffic e
It should be preferably being a
glass paneled office where the
Ex ecutive Housekeeper can
view of what is happening
outside the office while he or
she is planning, counseling, brief
and meets his or her
subordinates.
T h ere a re d ifferent a rea s of ex p ertis e in
th e H ou s ekeep ing D ep a rtment
b . D es k C ontrol R oom
T his room includes a large notice
board to pin up staff schedules and
day to day instructions. T his also
acts as a nerve system center for
coordination and communication
with the front office and other
departments. Lastly the point area
where all staff report for duty and
check out at the duty end.
 c . G u es t
R ooms
Room attendant are
responsible for maintaining
the cleanliness and
orderliness in the
guestrooms. T hey
replenish the room with the
necessary amenities and
supplies. Also attend to
service req uest of guests.
d . Linen
R oom
Linens are stored here after it has
been washed and dried.
Linen attendants organiz e them in
this room and being distribute to
various department. T his should
be large airy and free from heat
and humidity. It should have
adeq uate shelves and secured
from pilferage. Also, should be
adjoining the laundry room.

e. La u nd ry
F or hotels that have on site
laundry rooms, this section
should be adjacent to the
linen rooms and responsible
for the cleaning of all fabrics
used in the hotel. Laundry
should ensure that all the
guest clothes, employee
uniforms and linens are clean,
dried and press according to
the best standard.
f. Uniform
R oom
This room stocks the uniform
in urgent use. In smaller
hotel, uniform room and
linen room are combined
as one. It should have
hanging facilities as many
uniforms best maintained
when hung.
 h . Los t a nd
g. Tailor’s Room
F ou nd
In this room all linens and S ec tion
uniforms that needs
T his section should be small
stitching and patch up
and airy with cupboards to
work are being brought store guest articles lost
here and the house and maybe claimed later.
tailors is responsible in
attending to this kind of
services.
 i. F lower
R oom
This is room is being used as
a place for flower
arrangement it should be
an air conditioned room to
keep the flower fresh and
should have a work table,
sink with water supply with
necessary fools req uired
j. P u b lic
A rea s
A hotel's public areas also
need to be kept clean just
like the guestrooms P ublic
Area Attendants keep the
lobby, meeting spaces,
restaurants, bars, offices
and any other public areas
neat and tidy.
W h o a re th e h ou s ekeep ing s ta ff th a t p erforms es s entia l
ta s ks to keep th e h otel ru nning s mooth ly?

Housekeeping D epartment is headed by the Ex ecutive

Housekeeper.

• He/she reports to the general manager or to the resident

manager, or the room division manager in a large hotel

• He or she is usually the main point person for the housekeeping

department when
communicating with other departments, like in emails or meetings.

N ex t in line is the Assistant Housekeeper who assists the ex ecutive

housekeeper and looks after the various areas of responsibility in
the hotel areas such as floors, public areas, the linen and laundry
room, desk control and even the staffing
 G UE S T

a. F loor Supervisor b. Room Attendant

• He or she responsible for • P erforms all the cleaning and

maintain guestrooms, working servicing of guestrooms and
areas, and the hotel promises bathrooms .
in general in a clean and orderly
manner . • Attends to the req uest of the
guests in q uick and detailed
• C oordinate daily housekeeping manner.
operations and maintaining the
housekeeping
operating standards.
 P UB LIC A R E A
b. P ublic Area Attendant
a. P ublic Area Supervisor
• P erforms the cleaning and
maintenance in all lobbies and
• He or she responsible for the
public facilities in the hotel .
cleanliness of hotels public
areas including hotel ex teriors.
• P romotes the positive image
of the property to guests.
• He or she also need to train and
inspect performance of
• Able to address q uest req uests
assigned public area attendants
and problems.
to ensure that all procedures
are completed as per the
hotel's operating standards.
C ontrol D es k • One of the main functions of the
control desk is ensuring smooth
coordination between
housekeeping and other
departments such as maintenance,
front office, food and beverages,
security, sales, marketing and so
on.
A. C O N TR O L

S UP E R V IS O R
❑ He or she responsible for all the
information sent out and received
from the control desk.

❑ T he location of control desk is

normally adjacent to the
Ex ecutive Housekeeper's office.
b. Houseman and Bar attendant
❑ Houseman
• He or she typically removes the
soiled bedclothes and remaking
the bed with clean ones
• He or she may also restock the
mini bar, replace clean ice buckets,
restock coffee services.
❑ Mini Bar Attendant
• P rovides guests with fully
stocked and well maintained
mini bar on a consistent basis
throughout their stay
• C lean and defrost the mini
bars regularly and consistently.
• P erform the inventory in the
guest mini bars for posting of
appropriate charges prior to
guest departure
 Linen/Uniform
a. Linen/Uniform Supervisor

❑ He or she is responsible in overseeing the linen and uniform

attendants.
❑ Managing overall daily operations of the linen rooms

b. Linen Room Attendant

❑ Ensures the delivery of clean uniform, bathroom linens in the

guestrooms and other type of fabrics or linens in the different
department
 LA UN D R Y
a. Laundry Supervisor

❑ Managing overall daily operations of the laundry room.

❑ He or she is responsible in overseeing the laundry attendants.

b. V alet/Laundry Attendant

❑ provides a constant supply of clean linens for the entire hotel.

❑ W ash and D ry fabrics for the guests, employees and linens from other
departments.

c. T ailor/Upholster

❑ P erforms timely repairs on all items of uniforms, linen and upholstery.

video reference:
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EN T X k