NEAR EAST UNIVERSITY

FACULTY OF TOURISM

THM 244- Houekeeping Management

Dr. Özlem Uzunsaf

Subject 1- The Role of Housekeeping in Hospitality

Operations
Objectives
• The Role of Housekeeping in Hospitality
Operations
• Types of Hotels
• The Devisions and Departments
• Housekeeping and The Front Office
• Housekeeping and Engineering
• Housekeeping and The Food & Beverage
• Housekeeping and The Sales and Marketing
The Role of Housekeeping in Hospitality Operations

• Housekeeping?
• The Housekeeping department is not only
prepares clean guestrooms for arriving guests.
• Housekeeping is a department which is
responsible of cleanliness, maintenance and
aesthetic attractiveness of accommodation
properties/ hotels.
• The housekeeping department is one of the
departments more employees are working
than other hotel department.
The Role of Housekeeping in Hospitality Operations

• Housekeeping department responsible to

clean:

• Public spaces (such as lobby, public restrooms,

swimming pool, health club, and etc.)
• Back of the house areas (such as employee locker
room)
• Meeting room and banquet rooms,
• And other housekeeping employees working in
the hotel’s linen and laundry rooms.
Types of Hotels
The accommodation properties can be
classified as;
▫ The property type (all suit, gaming and etc.)
▫ The Price level ( upper, middle or lower)
▫ Location
▫ The type of guests attracted (markets)
▫ The kind of ownership structure of chain
▫ The size *
▫ The level of service *
From the point of view of housekeeping. The
size and service level of a property are the
most important characteristics.
 Types of Hotels
The size of a property gives only a general idea of
amount of work should be performed by the
housekeeping staff.
E.g. the number of guest rooms, meeting rooms, banquet
rooms and etc.

The service level is a more accurate measure of

the work performed by a hotels housekeeping staff.
E.g. The kinds of furnishing and fixture in the different
type of guestrooms, the decor of public areas and etc.
Based on level of service
Economy / Budget hotels:
• Focus on meeting the basic needs of guests,
• Provide clean, comfortable and inexpensive
room.
• They do not offer uniformed service, banquet
rooms, health clubs or any elegant/rich services
and facilities which are found in mid-market and
luxury hotel).
Types of Hotels
• Mid-Market Hotels (Suit Hotel & Executive floor)
• The typical Mid-Market Hotels have 150-300 rooms.
• The mid-market category is the suit hotel.
• They provide non-standard hotel
accommodations:
• A king-size bed or two double beds,
• A small living room or parlor,
• Some guest suits include a compact kitchenette.

These additional features mean that room attendants

will need more time to clean a suit rooms than to clean
a standard guestroom.
Types of Hotels
• Luxury Hotels
• Luxury hotels offer world-class service.

Service / Facilities
• Expensive furnishing, décor and artwork,
• Luxurious meeting and private dining facilities,
• Special guestroom and bath amenities (oversize bath
towels, bars of scented soap, special shampoos and
conditioners, shower caps, and others)

• Nightly turndown service (A special service provided

by housekeeping department in which a room attendant enters
the guestroom in the early evening to restock supplies, tidy the
room and turn down/ replace the covers on the bed and bath
linens), Guestroom service twice daily.
Types of Hotels
• So,
• Which of the two rooms will take longer to clean ?
Types of Hotels
• which of the two hotels needs more housekeeping staff to
clean ?

• So it means in Luxury Hotels because of the service level,

there need more housekeeping staff and this means
labour expenses is higher for suit/ luxury hotels.
The Hotel Divisions and Departments
• The Rooms Division
• The Engineering and Maintenance Division
• The Human Resources Division
• The Accounting Division
• The Security Division
• The Food and Beverage Division
• The Sales and Marketing Division
The Hotel Divisions and Departments
• The Rooms Division :
• The Rooms division generates more revenue than any
other area in the hotel, because of the front office
department.
• Other departments serve as a support role in the room
division.
▫ Front Office
▫ Housekeeping ***
▫ Reservations
▫ Telecommunications
▫ Uniformed Service (Inc. parking attendants, door
attendants, transportation drivers, bell persons and
Concierges)
Housekeeping and The Front Office
• Housekeeping’ s primary communications are
with the front office department, specifically
with the front desk area.

• Written Communication
▫ Occupancy Report
▫ Housekeeping room status report
• Mechanical Communications
• Computerized Communication
Room Discrepancy
• Example-1
• Room 202 is occupied in Front office
system/report however,
• Room 202 is vacant and ready in House keeping
system/ report.
▫ The guest paid or unpaid his/her bill and checked-
out and front office staff forget to check out the
room.
▫ The guest is change his/her room from 202 and
move to 203, and front office staff forget to change
room in the system.
 Room Discrepancy
• Example-2
• Room 202 is vacant in Front office
system/report however,
• Room 202 is occupied in House keeping
system/ report.
▫ The guest check-in the room 202 and front
office forget to check the room in.
Housekeeping and Engineering / Maintenance
• The housekeeping department works closely with the
engineering and maintenance division to ensure that
proper preventive maintenance procedures are carried
out.
• While housekeeping enter almost every guestroom
everyday for daily cleaning and they identify
maintenance needs and report to the engineering
department.
• There are three types of maintenance activities:
▫ Routine maintenance
▫ Preventive maintenance
▫ Scheduled maintenance
Communication with other departments

• The Human Resources Division:

Hiring the right employees to fill housekeeping vacancies.
• The Accounting Division:
Good communication is important between these
departments to coordinate payroll, inventories, invoices,
and budgetary parameters for cost percentage and
productivity goals.
• The Security Division:
• It functions includes ensuring guests, visitors, and
employees safe and security. They need to
communicate for suspicious activities and guest
safety.
Refrences
1. Casado, M. A. (2000). Housekeeping Management. Wiley.
2. Nitschke, A. A., William, D., & PhD. Frye (2008). Managing
Housekeeping Operations. 3rd Ed. Educational Institute of the
American Hotel Motel Association.