Accommodation Operation Management

Handout No. 3

Housekeeping

- Housekeeping is an operational department of the hotel. It is responsible for cleanliness,

maintenance, aesthetic, upkeep of rooms, public areas, back areas, and surroundings. It
pertains to orderliness, and sanitation based on the following rules and standards of the
establishment. Considered as “Heart of the Hotel”.

Hotel Housekeeping Operations

- 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.

Objectives of Housekeeping Department

➢ To provide clean, safe, and comfortable environment which give a feeling of security and
reassurance to guest.
➢ To conform to the sanitation requirement of health laws
➢ To protect and maintain the original beauty of the building finishes, fabrics and furnishing.
➢ To extend friendly courteous service to all guest and to all staff of the hotel
➢ To operate with a conscious and cooperative effort toward the company objective
➢ To train staff effectively in hotel operations, specially related in housekeeping task and
responsibilities

Two (2) Types of Housekeeping

➢ DOMESTIC HOUSEKEEPING - Housekeeping in Household (Mothers / Domestic Helpers)

➢ INSTITUTIONAL HOUSEKEEPING - Housekeeping in Big establishment like (Hotel, Malls,

Hospitals, Schools, Private buildings, etc.)

7 Standards for Housekeeping

- 7S of Good Housekeeping is an expanded version of 5S of Good Housekeeping. 7S stands for

(1) sort, (2) systematize, (3) sweep, (4) standardize, (5) safety, (6) self-discipline and (7)
sustain.

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 4 Pillars of Housekeeping

- cleaning and hygiene principles

- safety and security principles
- comfort and privacy principles
- the décor

Golden Rule of Housekeeping

“Clean it up sooner rather than later. Spills and stains are generally much easier to clean
up when you attack them right away. If you a treat a stain without delay it offers little resistance
but wait until the next day and it'll be much tougher to get out.”

SERVICE PRINCIPLES OF HOUSEKEEPING

✓ Always strive to the best department in the hotel.

✓ Always welcome, SMILE, and greet guest whenever possible.
✓ Always assure that honesty emphasize for every member of the department.
✓ Never argue or show displeasure in front of guest.
✓ Never say "NO" to the guest, always offer alternatives.
✓ Always behave in proper conduct as we present our company.
✓ Always be presentable, neat, and clean while in hotel premises.
✓ Always be nice and courteous to the guest.
✓ Always be friendly to all co-staff and other department, instill camaraderie and teamwork.
✓ Work together as a TEAM to provide guest perfect and wonderful stay.

RESPONSIBILITIES OF THE HOUSEKEEPING DEPARTMENT

Although the Housekeeper usually specifies the scope of responsibility for the Housekeeping
Department in each area of the Hotel, there are major responsibilities that always apply:
1. Maintaining of Guestrooms and Bathrooms on a high standard of cleanliness
2. Reporting any repairs needed and seeing that these repairs are made as promptly as
possible
3. Being alert to safety hazards and eliminating condition law requirements and furnishing
protection for the guest
4. Practicing sanitation methods which fulfill health law requirements protection for the guest
5. Properly disposal of trash (Biodegradable, Non-Biodegradable and Recycle items)
6. Keeping all Public areas clean and attractive

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 7. Coordinating with pest Control services
8. Furnishing adequate supplies of linens, uniforms, cleaning aids and printed materials
9. Making sure that Pantry Areas and Storage Areas are kept clean and orderly
10.Keeping all corridors clean, safe and free of debris and no obstruction
11.Cleaning light fixtures and using proper wattage
12.All cleaning items equipment’s, tools are properly maintained and workable
13. Practicing cleaning methods which help retain the original beauty of the hotel

HOUSEKEEPING OPERATIONS

Guestrooms are serviced and maintained through the following services:

1. Maintenance of the upkeep and cleanliness of the room

a. Upkeep and cleanliness in the room

b. Orderly arrangement of guestroom amenities

c. Installation and replenishment of guestroom supplies, fixtures and other amenities

d. Continuous checking of the condition of guestroom facilities (TV, shower, aircon, etc) and
making the necessary coordination with engineering for corrective action

2. Safekeeping of Lost and Found items

3. Coordination with Engineering Department - on matters relating to guestroom maintenance

and servicing of guests needs and complaints

4. Provision of other services to guest such as:

a. Baby Sitting-requested for Babysitting are channeled through the Front Office or
Housekeeping Office who in turn will arrange for a scheduled servicing and with standard
fee.

b. Baby Crib cribs for babies maybe installed as extra service or with certain cost to the guest.

c. Extra Beds / Pillows / Blankets / other linen - additional bed maybe installed upon advice
of the Front Desk, subject to an additional charge.

d. Additional items like Hairdryers, Adaptor, and Transformer - this item maybe lent out to
guest at no cost. Upon delivery of an item, the Room Attendant should require the guest to
acknowledge the receipt of the item by signing his name. Produce in triplicate copy (1 copy
to the guest, 1 copy for cashier, and 1 for the office file). If the item is not surrendered,
automatic charge shall be billed to the account of the guest.

e. Request for the Seamstress-repeat for mending service is channeled to the housekeeping
office for a minimal fee.

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 f. Shoeshine Service - this is given as complimentary service upon request of the guest. It
is delegated to the Room Attendant assigned to the room of the requesting guest.

CLASSIFICATION OF ROOMS OR ROOMS CATEGORY

A. ACCORDING TO NUMBER OF BEDS

1. Single Room - is a room with a single bed (good for one person)

2. Twin Room-is a room with two single bed (good for two person)

3. Double Room - is occupied by two persons with 1 double bed

4. Double-double Room - has two double or 2 queen beds, occupied by two or more persons.
It is sometimes called Twin Double.

5. Triple Room - is occupied by three people, may have 1 double bed and a single bed or
single beds plus a roll away bed or 3 single beds

6. Quadruple Room - is occupied by four people; 4 single bed or may have two beds or more.

7. Family Room - has at least 1 double bed, 1 or more single beds, designed to accommodate
one small family.

8. Queen Room - a room with one Queen size bed

9. King Room - a room with one King size bed

B. ACCORDING TO PRICE, LAY-OUT AND FACILITIES

1. Economy Room - is designed for an economical rate, usually short of standard facilities
like aircon, television and other amenities.

2. Standard Room - is sold at a moderate rate, equipped with standard facilities and
amenities like aircon, toiletries, television, bed, night table etc.

3. De Luxe Room - is a more luxurious and spacious room with amenities of superior bed.
It may also be called an executive room.

4. Connecting Rooms - consist of two or more rooms with entrance doors from the outside
door between them through which guests can get through each bedroom without going out
of their rooms.

5. Suite Room - has a parlor or living room connected to one or more full size bedroom,
equipped with luxury amenities and sold at a higher price than standard room.

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TYPES OF SUITES

1. JUNIOR SUITE - is a room with a bed and sitting area (usually a small lounge), there
may be a small separate bed, connected to the living room or parlor. It is also called a mini
suite.

2. PENTHOUSE SUITE - is usually located on the top floor of the property

3. EXECUTIVE SUITE - is designed for Top Executive with facilities and amenities of superior
quality.

4. HOSPITALITY SUITE - is used for entertaining visitors; servicing as function room or

parlor

5. PRESIDENTIAL SUITE - usually the highest and expensive room in any hotel
establishment with superior quality of all the amenities that could offer. ( Usually offer to
VVIP guest)
ROOM AMENITIES

✓ 24 hours Room Service

✓ Cable/Satellite TV ready
✓ Fully Air Conditioned rooms
✓ IDD/NDD Telephone PC with Internet Access
✓ WIFI ready
✓ Free daily Newspaper

BEDROOM AMENITIES

✓ Linen closet w/ at least 6 hangers

✓ Bed
✓ Bed linens
✓ Bed skirt
✓ Bed pad
✓ Bed sheets
✓ Blanket
✓ Bed cover / Duvet / Comforter
✓ Pillows with pillowcases
✓ Shoehorn, shoe cloth
✓ Luggage rack
✓ Dresser Table with Vanity Mirror and dresser lamp
✓ Dresser chair
✓ Television set
✓ Night table with night table lamp / lampshade Coffee table with two light chair
✓ Service tray with bottled water
✓ Side table
✓ Mini ref
✓ Compendium / Guest Folder
✓ Telephone Directory

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 ✓ Bible
✓ Slippers
✓ Laundry bag with laundry list

BATHROOM AMENITIES

✓ Bath Towel 25"x54" (500 grams)

✓ Hand Towel 18"x33" (150 grams)
✓ Bathmat 20"x30" (450 grams)
✓ Hair Shampoo and Conditioner
✓ Morning kit (toothpaste & toothbrush)
✓ Bath Soap (one soap per guest, it must be sealed)
✓ Bathroom tissue
✓ Facial Tissue
✓ Garbage can with plastic under liner
✓ Shaving kit
✓ Shower cap
✓ Drinking glass
✓ Sewing kit

TYPES OF BED

1. Single Bed- a bed approximately 36"X 75" in size.

2. Double Bed - bed that can accommodate a couple or two individuals. It is approximately
54"X75" in size.

3. Queen Bed - is an extra-long and extra wide bed, about 60"X80" in size.

4. King Bed - an extra-long and extra wide bed, about 78"X80" in size.

5. Roll-away Bed - a portable bed

6. Crib - bed for small children or baby

HOUSEKEEPING STAFF AND PERSONNEL

- Housekeeping Office is the BRAIN of the Housekeeping Department

➢ EXECUTIVE HOUSEKEEPER-over-all-in charge in the operation of the housekeeping

department, implements the high standard of system and procedure.
➢ ASST. EXECUTIVE HOUSEKEEPER - recommends policies and procedures for the hotel
improvement in the housekeeping department.
➢ ROOM COORDINATOR - act as Executive secretary and attends to all phone calls and
endorsement in the housekeeping office, attends to proper filing of housekeeping files
and clerical works and safe keeper of room keys (electronic key cards / Ving Cards)

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 PUBLIC AREA SECTION
➢ P.A. SUPERVISOR - supervises the entire public areas and maintain to the standard
of the establishment.
➢ HOUSEMAN-a male Pubiic Area Attendant, clean and service all public areas
➢ POWDER GIRL - a female Public Area Attendant assigned at the female public comfort
rooms.

ROOM SECTION
➢ ROOM SECTION SUPERVISOR - supervise the guestrooms and ensures that rooms
are clean and organized and guest needs are immediately attended.
➢ ROOMBOY- a male Room Attendant in charge in maintaining the cleanliness of
guestrooms.
➢ CHAMBERMAID - a female Room Attendant in charge in maintaining the cleanliness
of guestrooms.

LINEN SECTION
➢ LINEN SECTION SUPERVISOR - supervise the entire operation in the Linen section.
➢ LINEN ATTENDANT-arrange staff uniforms accordingly and have them ready for use.
➢ LINEN SORTER - separate dry linen from wet, light, medium and heavy soiled linen
➢ LINEN DRIVER / RUNNER - assist the Linen Supervisor for OUTSIDE laundry.
➢ SEAMSTRESS & SEWER - sew and repair staff uniforms, linens, curtains and others.

LAUNDRY SECTION
➢ LAUNDRY SECTION SUPERVISOR - control and monitors the operation in laundry
section.
➢ LAUNDRY CHECKER - classify the linen before the laundry (synthetic, fabric, nylon, silk)
➢ DRY CLEANER - in charge in handling and operating dry cleaning machine temperature.
➢ SPOTTER OPERATOR - responsible in removing heavy stain in all linens and garments.
➢ WASHER OPERATOR - weighs the linen before loading according to machine capacity.
➢ TUMBLER OPERATOR - check all linens during the process of dry cleaning to avoid
damages and over-drying.
➢ HAND IRONER/PRESSER- control the desired heat for delicate fabrics and materials.
➢ VALET RUNNER-pick-up and deliver guest laundry for dry cleaning and pressing work.
➢ LAUNDRY CLERK - record daily and monthly revenue production of laundry billings.

4 Traits of Good Housekeeping Staff

➢ Time Management Skills.
➢ Work Diligently and Independently.
➢ Attention to Detail.
➢ Organized.

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CLEANING CHEMICALS

➢ WOOD POLISH
➢ METHYLATED SPIRIT
➢ INSECTICIDE
➢ DISINFECTANT
➢ CARPET STAIN REMOVER
➢ AIR FRESHENER
➢ METAL POLISH
➢ DRAIN CLEANER
➢ GLASS CLEANER

CLEANING TOOLS AND SUPPLIES

➢ SCOURING PAD
➢ DUSTING CLOTHES
➢ CLEANING TOWELS
➢ POLISHING CLOTHES
➢ HAND BRUSH
➢ TOILET BOWL BRUSH
➢ MOP W/ HANDLE
➢ SQUEEGEE
➢ CEILING BROOMS
➢ TONGS
➢ TRASH BAGS
➢ SOFT BROOM
➢ SPONGES w/ scotch brite
➢ BUCKET
➢ BROOMSTICK
➢ DUST PAN
➢ LOBBY DUST PAN
➢ RUBBER GLOVES
➢ TRIGGER SPRAY
➢ FEATH DUSTER
➢ BUCKET W/ WRINGER

CLEANING EQUIPMENT

➢ CARPET SWEEPER
➢ VACUUM CLEANER
➢ FLOOR POLISHER

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