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1.0 Introduction

 Housekeeping is the management of household

affairs.

 Means we are dealing with maintaining a clean and

comfortable environment in the premises.

 In other word, it is the housekeeping task to ensure

the guest needs and preferences to comfort and
security are fulfilled.
 Housekeeping Department

- The largest department in a hotel

and considered the “heart of the
hotel”.
 Accommodations/ Lodging
establishment
1. City Center Hotels:
Hotels within the main part of the city.
Hotels in this category vary from economy to luxury type.
2. Suburban Hotels:
usually smaller hotels in the city but also offer the
same services and are located outside the city center.
3. Airport Hotels:
hotels that were specifically built with air travelers in mind as
primary customers
4. Highway Hotels:
Hotels designed for road travelers who want to stay overnight
5. Convention Hotels:
hotels that are able to accommodate a
convention and provide lodging to the participants.
 Accommodations/ Lodging
establishment
6. Resort Hotels:
located in tourist attraction like beaches
and offer
recreational amenities.
7. Casino Hotel
8. All-Suite Hotels:
rooms are larger than normal hotel rooms
and the
sleeping are is separated from living area
and some have kitchen.
11. Historic Conversion Hotels:
properties with historic importance that are converted
into hotel
12.Apartment Hotels:
designed for long term use. Usually equipped with
kitchen, laundry room, business services and some
housekeeping services.
13. Guest Houses:
Like bed and breakfast inns, these are like small
hotels with less facilities.
14.Hostels:
cheapest among land based accommodation catered tp
budget conscious travelers. Dormitory style with
common bathroom and/or kitchen.
15. Villas or Chalets
16.Tents
ROOM STATUS
- Reference of front office department in assigning rooms.
Without this there is a possibility of double booking or
assigning out of order or dirty rooms to guests
CODES
OCC Occupied
VD Vacant Dirty/On-Change
VR/VC Vacant Ready/Vacant Checked-out
Clean Locked out
OOO Out of Order Late check-out
DND Do not Disturb Stay –over
BLO Blocked
NS No Show Room
SO Slept Out
 Terminologies Used to Describe
Various Types of Guest
Very Important Persons (VIP)

Very, Very Important Person (VVIP)

Free Independent Traveler (FIT) or Foreign

Individual Tourist

Joiner
1.3 JOB DESCRIPTION & JOB SPECIFICATION

1.3.1 JOB SPECIFICATION

Executive • Responsible and accountable for

housekeeper/director of cleanliness, maintenance & aesthetic
housekeeping upkeep of the hotel.

• Managed to resources given by the EH to

achieve the common objectives of
Assistant housekeeper
cleanliness, maintenance & attractiveness
in a given shift.
 • Responsible for seeing that the crews of attendant
complete their assignments properly.
Room supervisor • Also communicate with Front Desk regarding any
special instructions for guest room not already noted on
the assignments sheets.

• Responsible of the guest floor attached to him or she in

a shift
Floor supervisor
• scope includes guest room, corridors, staircases, and
floor pantries of the allocated floor.

• Responsible cleanliness, maintenance, and

Public area supervisor attractiveness of all areas.
• Ex: bars, restaurant, swimming pool & car park areas.
 • Also known as chambermaids or room boys.
• The actual cleaning of guest room & bathroom allocated
Room attendent to them.
• Report any repairs in guest room, any damaged by staff or
guest & any suspected theft of hotel property.

• Clean carpets, wash wall, remove trash and recycling,

care for floors and clean high and hard-to-reach areas.
Houseman/house attendant • May work as linen runners whose main job is to take
soiled linen from the guest room floors & transport clean
linen, as needed to the room attendants on the floors.
 • Referred to as a lobby attendant, cleans the public
spaces of the property.
Public area attendant • All areas used by the guests inside the property
other than the guest rooms.
• Assigned to back of the house areas

• To be able to handle any aspect of

housekeeping at night.
Night supervisor
• Responsible and accountable at
night for smooth housekeeping.

• He or she is a non-management person

solely responsible for the acquisition,
storage, issuance and cleanliness of
Linen room supervisor linen.
• Huge task is to keep track of all linen
types.
 • Assist the supervisor by actually issuing linen
Linen room attendant / and filling such records as necessary.
Laundry attendant • Perform some laundering task in the hotel that
has On-Premise laundry (OPL)

• Providing clean serviceable uniforms to the staff

of the hotel.
Uniform room supervisor
• Keep an inventory control on various uniforms at
various stages of use.

• Issuing of uniforms while receiving soiled

Uniform room attendant / uniforms for onward transmission to the laundry.
Laundry attendant • He or she can sometimes do the laundering task
in the hotel.
 • Responsible for all laundry operation.
Laundry manager
• Make sure that the laundry is operating efficiently.

• Fabricated a variety of items, from draperies to bed

Seamstress covering and uniform.
• Responsible mending & repairing fabric item.

• Answering phone and relaying messages, assist with

Clerical staff other matters regarding office operation.
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Activity:
From the list of the housekeeping
Personnel mentioned, create an
organizational chart of the
Housekeeping department.
 1.4 AREAS OF
HOUSEKEEPING
DEPARTMENT
RESPONSBILITIES
 HOUSEKEEPING
DEPARTMENT AREAS

ROOM PUBLIC AREA OTHER AREAS

-DINING AREA
-ENTRANCE -BANQUET
-SUITE -LOBBY AND
-DELUXE -FRONTDESK CONFERENCE
-SUPERIOR CORRIDOR -SALES AND
ADMINISTRATION
OFFICE
-PARKING AND
FRONT AREA
 The most important element for
ROOM housekeeping department.
 A suite room has a living room connected to one or more
full sized bedrooms, equipped with luxury amenities and
sold at a higher price than the standard room
 consist of two or more rooms with
Connecting entrance doors from the outside door
room between them through which guests can
get through each bedroom without going
out of their rooms

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Studio room has a studio bed or a couch which
can be converted into a bed. It may also
be called an Executive room.

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Deluxe more luxurious and spacious, with
amenities of superior quality, sold at
room much higher price than standard
 sold at moderate rate, equipped with
Standar standard facilities and amenities like air
con, toiletries, television, night table
d
Econom designed for an economical rate usually
short of standard facilities like air con,
y television and other
amenities
 The Housekeeping Responsibilities

HOUSEKEEPING
ROOM RESPONSIBILITIES GUEST’S
CLEANING (ROOM) LAUNDRY
SERVICE

BATHROOM ROOM
CLEANING BED SERVICE
MAKING
 PUBLIC AREA
ENTRANCE

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 LOBBY

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 FRONTDESK

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 CORRIDOR

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 The Public Area Responsibilities
WORKABLE
SCHEDULES

CONDUCTING PUBLIC AREA CONTRACT

REGULAR RESPONSIBILITIES CLEANING
INSPECTIONS

PROVIDING
TOOLS &
EQUIPMENT
 Other Areas

SALES &
ADMINISTRATION RECREATIONA
DINING AREA
OFFICE L AREA

BANQUET &
PARKING AND
CONFERENCE
FRONT AREA
ROOM
 OTHER AREAS

DINING AREA

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 BANQUET & CONFERENCE

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 SALES AND ADMINISTRATION
OFFICE

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 PARKING AND FRONT AREA

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 GROOMING STANDARD

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PERSONAL APPEARANCE AND HYGIENE
1. Preventive measures against body odor should be taken
-daily shower -use of deodorant -daily change of uniform
2. The uniform should be worn properly, with nameplate
3. Shoes should be clean
4. Fingernails should be trimmed and kept clean
5. For male employees:
-hair should be well groomed and not touching the collar -face should be
clean shaven – no moustache, beard or side burns
-strong smelling lotion or gels should be avoided
6. For female employees
-cosmetics and perfumes should be used moderately.
-jewelry shall be limited to a wristwatch, wedding bond or plain
earrings
-only light nail polish should be used
-nets should be used for long hair
-Socks or stockings should be held up firmly
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ATTITUDE AND OTHER IMPORTANT PRACTICES AT WORK
1. Punctuality is expected for every employee
2. Punch in/out procedures should be carefully observed
3. Notify management in advance in case of absence
4. Important details should be jotted down.
5. Unnecessary noise likely to disturb, annoy gusts should be
avoided
-talking or laughing loudly
-whistling or singing
-running on the stairs or corridors
-horseplay
6. Service elevators shall be used only in transporting supplies

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7. No smoking policy should strictly be observed
8. Employees should stay only on areas where they are
assigned.
9. Use hotel telephones or intercoms for official business
purposes only.
10. Use employee’s restroom and facilities with care.
11. Gambling, drinking alcoholic beverages and eating in
guestrooms are prohibited.
12. Personal guests of employees are to be discouraged
from visiting or calling unless in cases of emergencies,
and thru the personnel office.

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13. Furniture should be lifted not dragged.
14. Cleaning materials and equipment should be
used and handled with care.
16. Valuables and hotel properties should not be
kept in lockers

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