Hawassa University
School of Hotel and Tourism
Department of Hospitality Management
Room Division Management Assignment
Team Members
1. Ahmedin Muredin
2. Mulalem Tesfu
3. Tilahun Bezabh
4. Yohaness G/tinsae
Outline
1. Overview of Housekeeping operation.
2. Cleaning a Guest Room
3. Supervision in Housekeeping
4. Rules on Guest floor
5. Key Handling and Control
6. Laundry System
7. Linen Room
8. Customer Handling In Housekeeping Operation
1. HOUSEKEEPING
The housekeeping is a department of a hotel engaged
with cleaning and maintaining all premises of the
hotel.
From checks-in to checks out, make guest’s stay
pleasant and comfortable.
2. Functions of Housekeeping Department
Cleaning Rooms and Public Areas
Bed Making
Linen Management
Laundry Services
Pest Control
Key Control
Safety and Security
Interior Decoration
3. Cleaning a Guest Room
1) Before starting the cleaning, the room attendant should see the status of
all the rooms assigned .
2) The room attendant can prioritize rooms to be attended to first on the
basis of immediate needs; clean my rooms', and finally other occupied
rooms.
3) For occupied rooms, look whether the room has a 'do not disturb' card on
the door knob.
4) Knock at the door firmly with the index finger knuckle announcing
clearly 'housekeeping'. When there is no answer, repeat the knock after 10
seconds announcing you as before.
5) If there is, still no answer; open the door with the floor master key. Push
the door again; knock announcing inside the room 'housekeeping'.
6) When there is no reply and one is relatively sure that there is no one in,
open the door wide and keep it that way.
Air out the room by opening the windows, turn off the air
conditioning system
put on disposable gloves
Empty out the trash cans / bins
Move on to the bathroom
Remove dirty towels (bath towels, hand towels, face towels)
Spray the cleaning products necessary for disinfection
Remove your gloves
Make the bed (see specific procedure)
Cont….
Dust all surfaces such as bedside table, desk, chair, TV,
Air Conditioning, lights…to make sure they function
properly
Clean the bathroom and Vacuum the room
Put all room supplies and amenities
Check over the room and make sure that everything is
in place and spray air freshener
Public area cleaning
In very large hotels, that have an enormous amount of
public space, there may be a need for an entirely separate
department devoted to cleaning, often referred to as a
public areas department.
There may be many public areas under the executive
housekeeper’s responsibility.
Food and Beverage outlets :
public restrooms
Lobby and other Public Areas
Front Entrance
Banquet area and administrative offices.
Swimming pools and spa areas.
Pest Control
The Housekeeping manager recognizes the importance
of protecting the public from the threats to public
health associated with pests.
Rodents and other pests can cause serious damage to
buildings, destroying, insulation, causing electrical
fires and damage to other structural components of
buildings.
Energy loss from rodent damaged buildings can also
result in added annual costs for business.
4. Supervision in Housekeeping
1. Schedule housekeeping procedures at suitable intervals
to ensure the standards of the housekeeping service are
maintained.
2. Allocate housekeeping duties to staff.
3. Brief staff on housekeeping duties including:
procedures, work routines, standard of behaviour, how
to communicate with customers and other members of
staff
4. Ensure staff have the skills, knowledge and resources
needed
5. Ensure staff follow the housekeeping procedures
Cont..
6. Inform staff and customers about any changes that
may affect the service
7. Manage any problems that may disrupt the
housekeeping service
8. Collect feedback on the services from staff
9. Monitor and review procedures to ensure the
housekeeping service meets the needs of customers
10. Recommend ways of improving housekeeping
operations following organisation’s requirements
11. Complete required records
5. Rules on Guest floor
Well grooming is the prime rule for any hotel staff has to
maintain.
Hotel staff should always use service elevator to enter
the guest floor.
The floor staff must restrain themselves from doing any
action which can create guest disturbance e.g running
and making noise.
Hotel equipment must be kept in the respective area.
If attendants find undesired or suspicious objects like
drugs or something illegal must report to floor
supervisor.
Cont..
Floor attendants must avoid any sort of argument with guests.
During cleaning the room maid cart should always kept along
the wall that doesn’t create hindrance.
Housekeeping attendants must place alert signs for wet floor
which not carpeted.
It is advisable that at the end of the shift every room attendant
must return back master key to the desk control supervisor.
Dirty linen must be kept away from guest view.
Housekeeping attendants must do their calls using floor
telephone.
