Chapter II

Housekeeping: The
face Value of the
Lodging Services
The Housekeeping Department
 Generally,
people get attracted to things which are
both clean and orderly due to its pleasant
appearance and how it creates a feeling of peace
and calmness.
 Housekeeping is a professional word for such effort
to clean and ensure that everything is kept as its
best and ready to receive any one at any time most
especially those who are willing to pay for the
provision of such atmosphere.
Two major types of housekeeping
➢ Domestic Housekeeping – a set of
activities performed on your own home.
➢Institutional Housekeeping - is a
controlled and systematized procedure of
addressing the maintenance of a
commercial establishment such of lodging
facilities.
 Housekeeping is a department initially held the
responsibility of maintaining the cleanliness and
the orderliness in any lodging facility alone.
 Cleanliness is the main selling point of its
products.
 This department serves as the highest generating
unit, also given the largest area of responsibility
and widest scope of service as well as manned by
the biggest number of manpower to ensure that
gregarious performances of each individual guest
are met.
 Mission of
Housekeeping
Department
Mission of Housekeeping Department
 Creation of market appeal and aesthetic value for
the establishment
 Provision of clean, orderly and safe environment
for the guest and staff
 Contribution of profits through maximization of
room usage.
 Protection of company investments proper
maintenance of the property, furniture and
fixtures.
 Housekeeping
Functions for
Hotel Operation
Housekeeping Functions for Hotel Operation
 Providea clean, safe and orderly environment for
everyone.
 Arrange and design the guestrooms and public areas of
the hotel.
 Assist on guest demands and preference.
 Develop standard cleaning procedures for the whole
establishment.
 Collaborate with other departments to ensure
fulfillment of guest needs and organizational goals
 The People Behind the Service
 Among all the hotel departments, it is the housekeeping that employs the most
number of employees that ranges fro 40-50% . The profitability of the operation
will solely depend on the higher the rete of turnover of each room. Incase the of
lodging facilities which offers a variable number of hours per stay, every minute of
room cleaning can be considered lost sale.

 The department is labor intensive since it operates 24 hrs a day providing guest
with rooms and their request, assessing other departments with operational
requirements and fulfilling the management’s vision of creating a comfortable stay
for the public.

 The most important factor to consider in running the department successfully is

the teamwork behind its pool of manpower and its cooperation with the other
departments in order to suffice the expectation of the guest.
Housekeeping should;
 Maximizing their function as a
department
 Complement the services of other
units in the hotel.
 Supplement and cover for the
weakness or failure to comply.
 Deliberate on rooms improvement.
Housekeeping
Office and
Organizational
Structure
 Being a housekeeper has never been a low class work, in
fact, it requires so much professionalism to fulfill the job.
 Joselito Magcalas gave his lifetime commitment to the
company where he worked as a housekeeper.
 Three words for those who aspire to start their career and stay
happy in the Hospitality via housekeeping.
 Professionalism
 Attitude
 Decisiveness

 You are the best amenity of the hotel

 Housekeeping will require you to be at your best even you
are at your worst.
Executive Housekeeper
Accountable for the overall
planning and overseeing of
the operation to achieve the
cleanliness, maintenance
and aesthetic appeal of the
establishment.
Assistant Housekeeper
Take over in the
implementation of the
designed program of the
department to achieve
designated goals by the
Executive Housekeeper.
FLOOR SUPERVISOR
Responsible for insuring that
set standards for the floor area
and guestroom on set-up and
cleanliness are met by the
attendants, executes guest
request and reports on room
status.
Line and Laundry Supervisor
May be held single or separate
individuals who cover the
operation for requisition,
safekeeping, releasing, laundry,
replenishment and maintenance
of the linens and uniforms.
Public Area Supervisor

In charge of the

maintenance and cleanliness
of all common areas of a
hotel which includes the
lobby, restaurants,
recreational facilities, shops
and other fixtures.
Property Supervisor

Solely monitors the stocking,

requisition and releases of
most lodging supplies and
amenities which include
lines, guestroom supplies,
cleaning tools and chemicals.
Room Attendant

Does the actual cleaning

and servicing of the
guestrooms sometimes
referred to as
chambermaids, steward
for a cruise ship.
Line and Uniform Attendant

Keep and record stocks,

releases and receives,
either or both linen and
uniform used in the whole
hotel operation.
Laundry Attendant
Receives soiled lines
Does the laundry
Keeps record and
releases and account
usage and services.
Seamstress

Repairs or fabricate
all forms of linen
products as required
by hotel operation.
Cloakroom Attendant

Maintains the
cleanliness of the
common guest
toilet.
Housemen
Tends to mostly heavy
and thorough cleaning
duties like doing the
carpet, cleaning
windows, which are
located in public areas.
Custodian

Does the actual

receiving, releasing
and inventory of most
housekeeping stocks
and supplies.
Latest Trend in
Housekeeping
Butler
Isresponsible for the hospitality
industry in providing exceptional
service that is he is hired to make
personalized services from simple
unpacking of suitcase to planning
of your itinerary or even beyond
the usual call of duty.
Horticulturist
Do more than simple
gardening for he is required
to produce regular supplies
of the flowers which proper
arrangement for the hotel
set-up and functions.
Mini-bar Attendant

Primary responsibility
is to replenish stocks
and make necessary
posting.
Desk Supervisor
Mans the control center of the
housekeeping closely
monitoring the attendance and
performance output of
housekeeping staff and
operation of the whole
department.
Night Supervisor

Covers for the

responsibility of monitoring
the night shift operation of
the housekeeping
department.
Housekeepers Profile
Specific Attributes of Room Attendant
Intellectual Skills/ Attributes

 Vary on Educational Background

 Good Memory Recall
 Keen in Details
 Creative and Smart to Work
independently.
Physical Attributes
 Physically fit
 Pleasant and Active Persona
 Excellent Personal Hygiene and Grooming
✓ Take a bath every day and wear light make up.
✓ Wash hands as often as possible
✓ Keep fingernails short without polish
✓ Use deodorant and mouth wash.
Personal Attributes
 Hard working since it requires diligence to perform
routinely cleaning chores.
 Courteous and diplomatic especially when interacting with
guest with concerns.
 Honest since you will e exposed to many tempting
situations.
 Service-oriented who simply find fulfillment in providing
for others need.
 Out-put oriented is someone who keeps his goal in mind
and ensures that it is achieved.
Professional
 Follow company standards and code of ethics
 Leaving your personal issues at home and
patronizing your work while on duty
 Think like a housekeeper before you speak or act
and maybe asked if deemed necessary.
 Know your job and your scope and respect
authority.
 Be an active member of the organization,
recommend and participate in improving the
system of operation.
Skills Requirement
 Communication Skills – Ability to express one self, respond and rely ideas to
people either verbally or non-verbal means.
 Interpersonal skills – these soft skills allow a person to get along with others
when required to work as a group.
 Intrapersonal skills – emotional intelligence which allows you to manage your
emotions.
 Professional skills – work related skills which will allow someone to perform
task assigned to him associated with his position
 Uniform – tendered decent uniform which allows flexible movement with non-
slip closed shoes is advised.
 Hair – must be neatly tied up with simple pins for women and short neat cut
for men while hair net maybe useful.
 Name plate – use for better identification of guest for security and service
purposes.
 The
Professional
Housekeeper
Look
Complement aesthetic look
by wearing a very light
make up for women and
clear skin for men.
The simple the pleasant.
Personal Hygiene
Ensure clean and pleasant
smell despite heavy
movements
Accessories
Keep minimal level or better keep
avoided. SMILE is your best
accessory.
 I am
Competent