Competencies for

The Role of Housekeeping in

Hospitality Operations
1. Classify hotels according to the level of service
provided.
2. Explain the responsibilities of management and
the major divisions of a hotel.
3. Explain the relationship between housekeeping
and the front office departments.
4. Explain the relationship between housekeeping
and the maintenance departments.

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 Economy Hotels
Services/Facilities
 Small meeting rooms
 Limited food and beverage
service
 Swimming pool
 Playground area
Appeal to budget-minded guests
 Families with children
 Bus tour groups
 Business travelers
 Vacationers
 Retirees
 Groups of conventioneers 2

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 Mid-Market Hotels
Services/Facilities
• Meeting facilities for conferences and

small conventions
• Full food and beverage service
(coffee shop, room service, banquet
rooms, specialty restaurant, lounge)
• Uniformed service
• Airport limousine service
• Swimming pool
• Exercise room
3

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 Mid-Market Hotels
(continued)
Appeal to largest segment of traveling
public
• Business travelers on expense accounts
• Tourists
• Special rates may be offered for:
 Families with children
 Military personnel
 Educators
 Travel agents
 Senior citizens
 Corporate groups
4

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 Luxury Hotels
Services/Facilities
• Expensive furnishings, decor, and artwork
• Upscale restaurants and lounges
• Spacious meeting facilities
• Concierge service
• Special guestroom and bath amenities
• Nightly turndown service
Typical Guests
• Top business executives
• High-ranking political figures
• Entertainment celebrities
• Wealthy people

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 Hotel Divisions and
Departments
 Rooms
• Front Office
• Housekeeping
• Reservations
• Uniformed Service
 Engineering
 Human Resources
 Accounting
 Food and Beverage
 Sales and Marketing 6

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 The Work Order System
 Three-part forms are used to communicate the
need for repairs to engineering/maintenance.
 Housekeeping department fills out a work order.
 One copy to executive housekeeper; two copies
to engineering
 Chief engineer keeps one copy; gives the other to
a tradesperson.
 Tradesperson performs the task and returns the
completed form to housekeeping.
 If the work order is not returned in a timely
manner, housekeeping issues another work order
to signal the need for a status report on the repair.
7

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