CHAPTER 2:

HOUSEKEEPING DEPARTMENT
PERSONNEL’S PROFILE

Presented by: Patricia Nicole J. Costa

Pre-Activity:
Instruction:
In not less than 5 sentences, explain the difference
of a small- and large-scale hotel’s organizational
chart. And how it helps the organization
 INTRODUCTION

There is a huge workload on the hotel housekeeping staff. The

housekeeping work is carried out at various levels such as managerial level,
supervisory level, and operational level.
STRUCTURE OF HOUSEKEEPING
Educational Attainment
& Other Qualifications
 Executive Housekeeper /
Manager of Housekeeping

He/She is responsible and accountable for

the total cleanlinessband aesthetic upkeep
of the hotel. The EHK supervises all
housekeeping employees, has the authority
to hire or discharge subordinates, plans,
and anssigns work assignments, informs
new employees of property regulations,
inspects completed assignments, and
requisitions supplies
 Executive Housekeeper /
Manager of Housekeeping
Qualifications:
✓ Bachelor's degree plus one year of housekeeping
experience, including some supervisory
training/experience.
✓ Professional attitude
✓ Previous experience working in housekeeping is
required
✓ Previous supervisor or manager experience is an
asset
✓ Human resource management skills such as
recruitment and training
✓ Basic accounting skills
✓ Good customer service skills
✓ Purchasing and inventory skills is an asset
 Assistant Housekeeper

Qualifications:
✓ Bachelor’s degree/certificate in a related major and
3 – 5 working experience, especially in hospitality
✓ Good command of English communication
✓ Great personality and positive attitude
✓ The ability to build good working relationships with
colleagues at all levels.
Good time management skills
✓ Computer literate, knowledge of PMS
✓ Good communication and training skills
✓ Energetic, friendly, flexible, motivated and able to
work independently
 Floor Supervisors / Floor
Housekeepers
Floor housekeepers have final responsibility for the
condition of guestrooms. Each floor housekeeper
is assigned three or more floors.
Qualifications:
✓ The only academic requirement for floor
supervisors is a high school diploma.
✓ Floor supervisors who work in the hotel industry
typically have or are pursuing at least an
associate’s degree in hospitality management.
Floor supervisors who work in the casino industry
may have a certificate from a vocational school in
casino management. This usually includes specific
education related to the different casino games.
 Public Area Supervisor
Qualifications:
✓ To take up the position of Public Supervisor you
need a room certificate or equivalent experience
✓ good English communication
✓ a positive working attitude
✓ knowledge of cleaning machines and know how to
operate.
✓ best practice, know how to use office computer
✓ good communication and training skills
✓ Dynamic
✓ Friendly
✓ Flexible
✓ Motivated and able to work
✓ Independent
 Housekeeping Night Supervisor

Education:
•High School or Diploma in Hotel Administration,
Hotel Management or equivalent.
Experience:
•Two to three years of housekeeping experience
preferably in a hotel of similar size and complexity
and including supervisory experience or training.
•Previous supervisory responsibility preferred.
 Control Desk Supervisor

The control room or desk is the nerve center

of the housekeeping department. The desk is
manned 24 hours a day. Since the control desk
is the hub of information dissemination in
housekeeping, the control desk supervisor is a
critical person in housekeeping operations.

Reports to: The Assistant Housekeeper

 Control Desk Supervisor

Qualifications:
▪ Excellent communication skills with Strong
interpersonal and problem solving abilities
▪ Highly responsible & reliable and also ability to
work cohesively with fellow colleagues.
EDUCATION:
Education High school or equivalent education
required. Bachelor’s Degree preferred.
EXPERIENCE:
Experience Two to three years of experience
managing entry-level employees. Minimum two years
housekeeping supervisory experience in hotel
industry.
 Guestroom Attendants/Room
Maids/Chamber Maids
Generally, hotels employ one maid per 12-15
rooms. The room attendants’/maids’ work is of
great importance because it contributes in a big
way to the comfort of the guests and hence their
impression of the hotel.Their day consists of
servicing each room to the required standard of
the hotel, and this includes making beds, coping
with linen supplies, and general cleaning.

Reports to: The Floor Supervisor. In small hotels,

they may report to the assistant housekeeper
directly.
 Guestroom Attendants/Room Maids/Chamber Maids
Qualifications:
✓ It’s a physical role and you’ll be on your feet most of
the day, so fitness is important
✓ Strength – with occasional lifting of items up to 50
pounds / 23 kilograms and or push/pulling heavy
objects
✓ You’ll might need to bend and kneel to complete
some activities
✓ Literacy skills – reading, writing and basic maths skills
✓ Flexible attitude to shifts – you may need to work
nights, weekends and/or holidays
 Houseporters/Housepersons/
Houseman

The house person’s job involves heavy

physical work as assigned, such as carpet
cleaning, window cleaning, carrying heavy
pieces of furniture, washing public areas,
garbage clearance, and also complimenting
the work of room attendants on guest floors.

Reports to: The Head House-person or The

Public Area Supervisor
 Houseporters/Housepersons/Houseman
Qualifications:
✓ Speak with others using clear and professional
language.
✓ Support team to reach common goals.
✓ Ensure adherence to quality expectations and
standards.
✓ Move, lift, carry, push, pull, and place objects
weighing less than or equal to 25 pounds
without assistance.
EDUCATION:
High School or equivalent or 1 year diploma in hotel
management.
EXPERIENCE:
Previous housekeeping experience preferred.
Freshers with no experience are also considered.
 Tailors, Seamstresses, and
Upholsterers

They are responsible for mending and stitching

uniforms, linen, and upholstery, respectively.
The upholsterers also replenish upholstery that
requires replacement

Reports to: The Linen Room Supervisor

Tailors, Seamstresses, and Upholsterers
Seamstress – Qualifications:
✓ Good health, Neat and pleasant appearance.
✓ Knowledge and Skills in altering and all kind of sewing
works
✓ Basic written and spoken English communication
✓ Knowledge in operation of uniform and Linen room.
Education:
•Basic High school (10 years of schooling)
Experience:
•Two to three-year experience in cutting and stitching.
Tailors, Seamstresses, and Upholsterers
Tailors – Qualifications:
Education:
A secondary school / diploma / High school is preferred.
Experience:
✓ Candidate must be ideally qualified and trained with
professional tailoring skills and made previous
experiences in a similar position, preferable
in hospitality industry.
✓ Good command of English is an advantage.
Public Area Attendant

Keeps all lobbies and public facilities (such

as lobby restrooms, telephone area, the front
desk, and offices) in a neat and clean
condition. Public area attendant promotes a
positive image of the property to guests and
must be pleasant, honest, friendly and should
also able to address guest requests and
problems.
 Public Room Attendant
Qualifications:
✓ Physical mobility and stamina required
✓ Ability to follow instruction
✓ Detail-oriented
✓ Professional attitude is required
✓ Ability to work independently.
EDUCATION:
High School or equivalent or 1 year diploma in hotel
management.
EXPERIENCE:
Previous hotel-related experience desired.
 Horticulturist
She/he leads a team of gardeners in
maintaining the landscape, gardens of the
hotel as well as in supplying flowers from the
gardens for flower arrangements in the hotel.
Flowers are used largely by the house-
keeping department to aesthetically enhance
various areas of the hotel.
Flower arrangements may be used in
banquet functions, guest rooms, restaurants,
lobby areas, offices, and so on.

Reports to: The Assistant Housekeeper

 Horticulturist

Qualifications:
Degree Level Bachelor's degree for entry
level position; master's
degree for advancement

Horticulture, plant science,

Degree Field
soil science

Employers may require 2-5

Experience
years' experience

Licensure may be required

Licensure and Certification in some states, voluntary
certification is available
 Florists
Qualifications:
✓ Good health, Neat and pleasant appearance.
✓ Pro-active and reliable.
✓ Able to work alone and within a team.
✓ Able to do shift work and work under pressure
at times.
✓ Knowledge in floral designs, flowers, foliage
along with their seasonal availability etc.
Education:
Basic High school (10 years of schooling)
Experience:
Three-year experience in florist management with
good interpersonal skills.
 Laundry Manager

✓ Excellent communication and organizational

skills with Strong interpersonal and problem
solving abilities
✓ Highly responsible & reliable and also ability
to work cohesively with fellow colleagues.
EDUCATION:
Education High school or equivalent education
required. Bachelor’s Degree preferred.
EXPERIENCE:
Experience Two to three years of experience
managing entry-level employees. Minimum two
years housekeeping/laundry management
experience in hotel industry.
 Laundry Attendant

Qualifications
✓ Physical mobility and stamina required
✓ Ability to follow instruction
✓ Detail-oriented
✓ Professional attitude is required
✓ Ability to work independently.
EDUCATION:
High School or equivalent or a 1-year
diploma in hotel management.
EXPERIENCE:
Previous experience in a similar role
preferred.
Attributes of Housekeeper
 Personal Attributes of Housekeeping Staff
1. Pleasant Personality
2. Physical Fitness
3. Personal Hygiene
4. Grooming
5. Memory
6. Punctuality
7. Honesty
8. Eye for Detail
9. Cooperation
10. Courtesy
11. Loyalty
12. Tact & Diplomacy
13. Adaptability
14. Calm Demeanor
15. Right Attitude
 Pleasant Personality

❑ A housekeeper should have pleasant personality so that he/she can impress the
guests that arrive in the hotel
❑ His behavior should give a positive impact on the guests of the hotel
❑ He should always welcome the guests with a smile and he should also be
charming
❑ The voice pitch should be maintained, it should not exceed the specified limit.
 Physical Fitness

❑ Most works are manual in nature

❑ He/she should possess a strong heart and good feet
❑ HK is 24/7 service, they may need to handle heavy equipment
❑ Physical fitness means a lot more in HK.
 Personal Hygiene

❑ Clean hair and manicured fingernails

❑ No body and mouth odor
❑ Report to doctor in case of infections, cuts, or bruises
❑ Uniform of the staff should be clean and good looking
❑ HK staff must maintain a high standard of personal hygiene as it reflects the
hygiene standards of hotel.
 Grooming

❑ Absolutely essential for staff that comes in guest contact

❑ Clean crisp uniform, light make up, fresh light cologne spray
❑ No jewelry except for small tops and wedding ring
❑ Hair tied in a bun or kept short
❑ Dress code to be maintained as per the protocol of the particular organisation
❑ Uniform of staff should must be well ironed and well tucked
 Memory

❑ Good memory is an essential asset in housekeeping staff, particularly when

dealing with regular guests and repeat customer
❑ A staff member who remember a guest’s like, dislikes, needs, and wished will be
tremendous
 Punctuality

❑ Punctuality is also important. If an employee is continually late for duty, it shows

lack of interest in the work and a lack of respect for the management and
guests.
❑ Respect for time during working hours will reflect on the employee’s work and
help to create an impression worthy of appreciation.
 Honesty

❑ This is very essential attribute of housekeeping staff, especially room attendant,

who have direct access to guest room
❑ Guest belongings sometimes valuable are found lying around in the rooms the
temptation to theft are great, it is only the personal quality discipline and integrity
that checks this temptation
 Eye for Detail

❑ This is one of the foremost attributes that housekeeping staff must possess
❑ They must be able to take into consideration minute details that a layman may
let go unobserved
❑ The power of critical observation is what distinguishes good service from
average
❑ Room attendants need to have an eye for detail in order to make up a flawless
guestroom and housekeeping supervisors need to have a keen sense of
observation to inspect these room for perfection
❑ Furthermore, the whole property must be continually scrutinized by the
housekeeping department for proper care and maintenance
 Cooperativeness

❑ Cooperation Housekeeping staff must cooperate not only with each other, but
also with the staff of other departments
❑ This is essential, since housekeeping involves a lot of team-work for efficient
functioning
❑ If there is any lack of cooperation and coordination, it indirectly affects the guest
and hampers efficiency
 Courtesy

❑ A housekeeping employee should extend courtesy to both guest and colleagues

❑ It is essential that while dealing with guests, the staff be humble and polite
❑ Housekeeping staff should never argue with a guest and, if they cannot deal
with the situation, it should be referred immediately to a senior member of the
team
❑ Guests will always remember pleasant and charming staff, as this adds to the
guest’s positive experience in a hotel
 Loyalty

❑ An employee’s first obligation and loyalty are to the establishment in which they
are employed and to its management
❑ A situation should never arise when employees use guests as their sounding
board
❑ They should respect the policies and decisions of the management
 Tact and Diplomacy

❑ Housekeeping staff come into close contact with various kinds of guests. Some
guest may make unusual requests or complaints
❑ Sometimes guests may be fussy and demand service that override
management policies
❑ It requires a lot of tact and diplomacy on the part of housekeeping staff to
handle such guests at their level, since under no circumstances can they be
rude to a guest or hurt his/her sentiments
❑ Staff needs to be trained in handling guests who make such requests
 Adaptability

❑ This is an important quality in housekeeping staff. They should be willing to try

out and experiment with new ideas
❑ The entry of foreign hotel chains into India has brought about an immense sense
of competition, due to which hotels in India are now trying out more innovative
methods and materials in housekeeping
❑ The staff should accept and adapt to change willingly and should welcome such
innovations
 Calm and Demeanor

❑ Housekeeping staff may be faced with various kinds of emergency situations,

and it is essential that they remain calm so as to do their best in coping with the
problem in hand
❑ If they panic during an emergency, their anxious demeanor could become
contagious and be passed on to guest and colleagues
❑ A calm demeanor helps employees to think rationally themselves and to display
their presence of mind
 Right Attitude

❑ Most management agree that a candidate with the right attitude is more of an
asset to them than a candidate who has the skills but the wrong attitude
❑ The candidate with good attitude displays an even temper, courtesy, and good
humor, and does not betray displeasure even in the most difficult of times
❑ They learn from their mistakes and are always optimistic
❑ The employee with the right attitude is proactive and anticipates the guests
needs and wishes
Post-Activity:
Instruction:
Multiple Choice. Questions are posted at the CVSU
Elearning

Laboratory (Quiz next meeting)

Coverage:
Chapter 1 – Chapter 2
 RESOURCES
Himanshu Rajak “Duties and Responsibilities of Housekeeping Staff”, July 21,
2020. Last Accessed September 24, 2021
https://hmhub.me/duties-and-responsibilities-of-housekeeping-staff/
SetUpMyHotel, 2021. Last Accessed, September 24, 2021
https://setupmyhotel.com/job-description-for-hotels.html
HotelCareers, 2021. Last Accessed, September 24, 2021
https://hotelcareers.vn/en/job-descriptions/housekeeping
Study.Com “Become a Horticulturalist: Education and Career Road Map”,
January 07, 2021. Last Accessed, September 24, 2021
https://study.com/articles/Become_a_Horticulturalist_Education_and_Career
_Roadmap.html