Introduction to the Housekeeping

Department
Introduction
⚫The Housekeeping Department in a hotel

is responsible for
⚫Cleanliness

⚫Maintenance

⚫Aesthetic upkeep
⚫The concept of housekeeping is simplistic but when one
considers maintaining a ‘house’ of several hundred rooms
and numerous public areas, the task become gigantic
⚫It takes a well organized approach and technical
understanding to enable housekeeping to cope with the
volume of work
⚫A hotels largest margin of profit comes from room sales
because a room, once made, can be sold over and over
again
⚫The room sale is dependent on , apart from several other
things, the quality of room décor, room facilities,
cleanliness of the room and how safe it is.
⚫ Housekeeping is an important and integral part of the guest

experience and satisfaction. Other things such as security are

important, but what guests really want is to feel at home, to feel
comfortable.

⚫ Although the staff providing this service do not necessarily interact

directly with the public, the quality of their work is critical in

shaping guests’pleasant memories of their stay.

⚫ The impact of the housekeeping function on the success of a hotel’s

operations cannot be underestimated, since large revenue for hotel

industry is generated mainly from the sale of rooms
⚫Good housekeeping is the foundation of good
infection prevention.
⚫The general cleanliness and hygiene of a facility are
vital to the health and safety of guests, staff, and
visitors.
⚫Pleasant work environment contributes to staff
members satisfaction, making them to be more
productive.
⚫A more pleasant environment improves guest
satisfaction and can increase guest’s use of services
and frequent visits.
⚫ Effective housekeeping an ongoing operation. Regardless of
the size and structure most of the Housekeeping
Department in a hotels will be responsible for cleaning the
following areas,

⚫ Guest rooms
⚫ Corridors
⚫ Lobby
⚫ Restaurants
⚫ Public Rest Rooms
⚫ Banquet rooms
⚫ Hotel operated shops
⚫ Patio areas
⚫ Management offices
⚫ Employee locker rooms
⚫ Game rooms
⚫ Health centre / exercise rooms
⚫ Since housekeeping is responsible for cleaning a large area

within the hotel it is essential to establish good communication.

⚫ The method used for communication may differ from one place

to another, but mostly used will be memos, telephone, paging

systems, pre-printed forms and computers
 Role of Housekeeping in
Hospitality Industry
⚫ The aim of an establishments that offer accommodation is to
provide their customers with clean, attractive, comfortable,
safe and welcoming surroundings that offer value for money.
⚫ No level of service, friendliness or glamour can equal the
sensation a guest has upon entering a spotless, tidy and
conveniently arranged room which has a direct bearing on the
guest experience in the hotel.
⚫ Unless the customers are happy, the hotel may loose a guest as
a potential customer.
⚫ The housekeeping thus contributes in a big way towards the
overall reputation of a property.
 01. In Terms of Revenue
⚫Ahotel survives on the sale of rooms, food, beverage,
and other minor services like laundry, health clubs,
health spa, sightseeing, shopping arcades etc.
⚫The sale of rooms constitutes a minimum of 50% of
these sales.Thus a major part of hotels margin of profit
comes from room sales because a room once made can
be sold over and over again.
⚫However, the days when the room remains unsold there
is a total loss of revenue.To this extent, rooms are
more perishable than food.
 02. In Terms of Cost

⚫The housekeeping budget typically accounts for 20%

of the properties total operating expenditure.
⚫The largest element of operating cost in the
housekeeping department is labour.
⚫The effort that the housekeeping department makes
in giving a guest a desirable room has a direct bearing
on the guest experience in the hotel
 03.In Terms of Customer Retention

⚫Asurvey carried out showed 63% travellers rated

cleanliness and appearance as their first priority in
their choice of hotels.
⚫Guest rooms are the heart of the hotel. Unless the
décor is appropriate, the air odour free, furnishing and
upholstery is spotlessly clean the hotel may loose a
guest as a potential customer
And of course,It is not easy
⚫It is a 365 day operation.
⚫It requires the employment of the most effective
cleaning materials and procedures, attention to
purchasing the most suitable linen supplies,
maintenance of decorative area under the
housekeeping department purview and proper
organization and supervision.
Importance of Housekeeping
 Comfort
⚫ Achieve the maximum efficiency possible in the care and
comfort of the guests and in providing support services for
the smooth running of the hotel.

⚫ Every hotel spends a lot of effort in ensuring the quality of

beds, mattresses, channel music,TV, air conditioner etc.

⚫ The comforts must be regularly maintained and should be

properly functioning.
 Cleanliness and Hygiene
⚫Ensure a high standard of cleanliness and general
upkeep in all areas.

⚫Clean and well maintained areas and equipments

create a favorable impression on the guest.

⚫Hygiene is maintained especially in the wash rooms,

toilets, pool changing room, health club, etc.
 Privacy
⚫ The prime concern of any guest, irrespective of whether rich
or poor, common man or celebrity, is privacy.

⚫ Room windows are provided with curtains. Windows could

normally overlook good scenic view, away from the prying eyes
of others in the hotel or outside public.

⚫ Housekeeping staffs ensure the privacy of the guests and they

should be trained with proper procedures to enter the room.
 Safety and Security
⚫ Security is one of the prime concerns of a hotel guest.

⚫ The housekeeping department staffs should ensure the safety

and security of the guests with the help of security services.

⚫ They should also make sure that fire fighting equipments and

emergency alarms are functional at all times.

⚫ They should also ensure peace, quiet and noise free atmosphere

in the area.
 Décor
⚫ Creating a pleasant and classy ambience is also one of the
major concerns for a guest.

⚫ This is not easy and requires a good eye for detail.

⚫ This work is an art and the housekeeping staff is mainly

responsible for creating a pleasant atmosphere.
Responsibilities of Housekeeping
Department:
To achieve the maximum possible efficiency in ensuring
the care and comfort of the guests.
⚫ Establish a welcoming atmosphere and ensure
courteous, reliable service from all the staff of the
department.
⚫ Ensure a high standard of cleanliness and general
upkeep in all areas for which the department is
responsible.
⚫resist in the maintenance of the building while
contributing to a safe and healthy environment
Cont.
⚫maintain the appearance of the hotel with
floral decorations, landscaped areas etc.
⚫Provide linen, Uniforms and Cater to the
laundry requirements of the hotel, staff
and guests and maintain an inventory for
the same.
⚫conform to sanitation requirement
of health law.
Cont.
⚫coordinate the renovation of the property as
and when required in consultation with the
management and the interiordesigners
⚫extend friendly and courteous service to all guests
and to all staff members of the hotel.
⚫ensure training, control and supervision of all
staff attached to the department.
⚫coordinate with the purchase department of
the guest supplies, cleaning agents, equipment,
linen, carpets and other items used in the hotel.
Cont.
⚫establish a good working relationship
with other departments.
⚫To keep the G.M and administrator
informed of all matters requiring
special attention.
⚫operate with a conscious and cooperative
effort towards the company objectives
of operating profit
HOUSEKEEPING IN OTHER INDUSTRIES

 Other than hotels, professional housekeeping

service is very much in demand in hospitals,
cooperate buildings, airports, airlines, cruisers,
banks shopping arcades.