HOUSEKEEPING

PREPARED BY: MS. MARIEL S. ESPIDIDA

 HOUSEKEEPING
Refers to the upkeep and
maintenance of cleanliness and
other in a house of a lodging
establishment such as inn, resort,
hotel, condominiums, dormitory,
or a hospital.
Types of Housekeeping
Domestic Housekeeping
Refers to housekeeping maintenance in a
house. It covers bedrooms, kitchen, dining,
receiving area, grounds, and the
surroundings areas within the house.

Institutional Housekeeping
Applies to housekeeping maintenance in
commercial lodging establishment like
hotels and resorts
Institutional Housekeeping usually covers the ff.
areas:
 Guest rooms
 Hallways and corridors
 Lobby
 Offices
 Stairways
 Windows
 Stores / shops
 Grounds
 Linen and laundry
 “SERVICE AND ROOM ARE COMMENDABLE”
REVIEW OF DUREEN KIM HOTEL 3 WEEKS AGO
WE HAD A CORNER ROOM WITH A POOL
VIEW. EVERYTHING IS AT BEST INCLUDING
THE STAFFS THAT ARE ALWAYS VERY
HELPFUL. WALKING DISTANCE TO A
SHOPPING CENTER, RESTAURANTS, AND
ENTERTAINMENTS. CERTAINLY OUR FIRST
CHOICE OF HOTEL IN MANILA AND WILL
BE BACK HERE AGAIN
STAYED DEC.2014, TRAVELED WITH FAMILY
 HOTEL HOUSE RULES
DESIGNED TO INSTILL
DISCIPLINE AMONG HOTEL
STAFF, THEREBY ENSURING
GUEST SATISFACTION IN TERMS
OF COMFORT, SAFETY AND
SECURITY
WELL MANNERED STAFF IS AN ASSET
OF THE HOTEL AS THEY CAN HELP BUID
HOTEL GUEST’S CONTENTMENT AND
TRUST
EVERY GUEST COMING AND
CHECKING IN WANTS SECURITY THUS
PROVIDING SECURITY IS ONE OF THE
MOST IMPORTANT DUTIES OF A HOTEL
AND CLEANING THE
BATHROOMS OF GUEST
ROOMS ASSIGNED THEM
ENTRY INTO A GUEST’S
ROOM
IN ENTERING A GUEST’S
ROOM, MOST HOTELS HAVE A
MANDATORY TWO-KNOCK,
THREE- ANNOUNCEMENT
RULE
 DO NOT DISTURB
IF IT IS HANGS FOR A LONG TIME ,
THE HOUSEKEEPER SHOULD INFORM
THE SUPERVISOR SO THAT ANY
NECESSARY FURTHER ACTION MAY BE
TAKEN.
HOUSEKEEPERS ARE ONLY ALLOWED
TO ENTER GUEST ROOM WHILE ON
DUTY.
CLEANING
EXAMPLES OF TASKS HOUSEKEEPERS
ARE EXPECTED TO COMPLETE A SERIES
OF CLEANING AND SANITIZING
PROCEDURES.
EXAMPLES OF TASKS HOUSEKEEPERS
ARE EXPECTED TO PERFORM ARE
CHANGING OF LINENS AND
TOILETRIES, CLEANING THE FLOORS,
DUSTING SURFACES
 GIFTS AND TIPPING
HOTELS ENFORCE RULES ON RECEIVING
GIFTS AND TIPS FROM GUESTS
SOME HOTELS REQUIRE THEIR
HOUSEKEEPERS TO ASK A NOTE COMING
FROM THE GUEST JUST IN CASE THEY ARE
GIVEN A GIFT
IT ALSO REQUIRED TO SURRENDER THEIR
SUPERVISOR ANYTHING THEY FOUND IN A
ROOM
LOST AND FOUND
LOST AND FOUND ITEMS
AFTER A GUEST’S
DEPARTURE MUST BE
REPORTED IMMEDIATELY
TO THE FLOOR
SUPERVISOR
 PERISHABLE ITEMS
ARE LOST AND FOUND ITEMS UNDER
FOOD LIKE FRUITS, CHOCOLATES AND
GOODS
AFTER THREE DAYS IF THE OWNER WILL
NOT CALL OR COME BACK TO CLAIM ITEMS,
IT WILL BE GIVEN TO THE HOUSEKEEPER
WHO FINDS THE ITEMS.
THIS IS WHAT THEY CALL “ FINDERS
KEEPERS” RULE
NON-PERISHABLE ITEMS

EXAMPLES ARE
UMBRELLA, SHOES, BAGS,
CLOTHES
THESE ITEMS ARE ONLY
GIVEN ONE MONTH FOR
THE OWNER TO CLAIM
 VALUABLES
ARE LOST AND FOUND ITEMS
SUCH AS CASH, GADGETS, AND
JEWELRY.
IT WILL BE GIVEN ONE YEAR TO
BE CLAIMED BY THE OWNER.
PROFESSIONALISM
IS A TRAIT THAT IS HIGHLY
VALUED IN THE WORKPLACE
THIS INCLUDES SPECIALIZED
SKILLS, GOOD JUDGEMENT,
POLITE, BEHAVIOR, HONESTY
AND INTEGRITY
INTERPERSONAL
SKILLS
PEOPLE SKILLS ARE
THE LIFE SKILLS WE USE
IN COMMUNICATING
AND INTERACTING
WITH PEOPLE
 INTERPERSONAL
SKILLS
1. ABILITY TO MANAGE CONFLICT
Being able to manage and handle
differences in opinions and always
seeking win-win resolutions.
2. ABILITY TO SOLVE PROBLEMS
Ability to choose the best course of
actions in situations while considering
the needs and perspective of others.
3. ABILITY TO COMMUNICATE CLEARLY
 being able to speak with clarity and
directness and at the same time being
sensitive to the need of the receiver
4. ABILITY TO LISTEN
Ability to hear other people’s
perspective by setting aside
judgement
5. DEMONSTRATE RESPONSIBLY
Being able to do the things you
say you will do
6. BEING ACCOUNTABLE FOR
YOUR ACTIONS
 being able to face the
consequence of your actions
and not blaming others
7. SHOWING APPRECIATION
 Being able to show people
that you value them and their
contribution
8. FLEXIBILITY
Ability to be open to new and
different way of doing things
 INTRAPERSONAL
SKILLS
Also called as personal skills
 the abilities and talents
that exist within the
individual , which aids him or
her in problem solving.
 INTRAPERSONAL
SKILLS
1. ADAPTABILITY
 the ability to cope with change
2. SELF-AWARENESS
Being aware of your own values,
needs and emotions and their
impact to your behavior
3. SELF-MANAGEMENT OR SELF-DEVELOPMENT
 the ability to work autonomously and to motivate
and monitor oneself. It also includes the ability to
acquire new information and skills related to work
4. RELATIONSHIP MANAGEMENT
The ability to build relationship based on mutual
trust and respect
5. SOCIAL AWARENESS
 being in tune with other’s feelings and needs