Chapter -1

The Role of Housekeeping in

Hospitality Operations
 Types of Hotels
Economy Hotels
Service/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
Mid-Market Hotels
Service/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
Appeal to largest segment of traveling public
• Business travelers on expense accounts
• Tourists
 Mid-Market Hotels (cont’d)
Special rates may be offered for:

• Families with children

• Military personnel
• Educators
• Travel agents
• Senior citizens
• Corporate groups
Luxury Hotels
Service/Facilities
• Expensive furnishings, décor, 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
 Hotel Management
• Questions: What do the “Management” do
Guide the operation report the overall operating results
and other relevant information to the owner.
• The Management team achieves specific objectives through
planning, organizing, directing, controlling and evaluating.
• Top Management executives co-ordinate the activities of the
various division of departmental managers

Diagram of Hotel Management ( Page-9)

 Hotel Division and Departments

• Rooms
- Front office
- Housekeeping
- Reservations
- Telecommunications
- Uniformed service
• Engineering & Maintenance
• Human Resources
• Accounting
• Security
• Food and Beverage
• Sales and Marketing
 
 Housekeeping and Front Office

• Important to understand some key terms:

- Occupancy Report
- Housekeeping Status Report
- A room status discrepancy is a situation where
housekeeping’s description of a room differs from that
of the front desk
 Room Maintenance
• In commercial building, HSKP & maintenance often report to
the same departmental manager. But in mid to large hotels,
they may have different reporting lines
• Types of maintenance: Routine, Preventive, Scheduled
- Routine ( light, bulb , tap )
- Preventive ( Inspection, Minor correction, initiation work
order)
- Scheduled ( something that require more clean quickly )
End of Chapter