Hotel Housekeeping

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Chapter 1
Organization of the Housekeeping Department

Performance Criteria
- Identify the housekeeping function
- Describe roles of key people in housekeeping

Introduction

Efficiently managed housekeeping departments ensure the cleanliness, maintenance,
and aesthetic appeal of lodging properties. The housekeeping department not only
prepares, on a timely basis, clean guestrooms for arriving guests, it also cleans and maintains
everything in the hotel so that the property is as fresh and attractive as the day it opened
for business.

The tasks performed by a housekeeping department are critical to the smooth day
operation of any. This chapter begins by briefly describing the way how the housekeeping
function is organized in a typical hotel and the brief roles of key people in housekeeping.

Housekeeping responsibilities embrace the entire hotel. Naturally, the largest work
force of the hotel belongs to the housekeeping department. Figures 1 give the housekeeping
organization chart of a small property.

Fig. 1 Housekeeping Organization Chart of a Small Property

HK Control Desk Housekeeper Outsourced Laundry
Attendant

Linen/Uniform Floor Supervisor
Room Supervisor

Outsourced Tailors Head Room PA Head
& Upholsterers Gardener Attendants Housemen

Helper Gardener Housemen PA Housemen

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Responsibilities of housekeeping

We observe from the charts that housekeeping has responsibility of six broad areas.

1. The cleaning of guest rooms
2. The cleaning of public areas
3. The upkeep and exchange of linen and uniforms
4. The maintenance of external landscapes and gardens as well as internal flower

arrangements
5. The management of the laundry
6. Communications through the Control Desk
These areas need human resources to carry out the work. Each area needs an expert
to fulfill the responsibility of tasks involved. Let’s see briefly the responsibilities of each one
of them.

Executive Housekeeper
 Is the head of housekeeping
 Is responsible for translating hotel policies, procedures, and standards into
housekeeping operations.
 Is normally a woman’s role and part of the middle-management team.
 She represents the department at the General Manager’s meetings.
 Ensures that all the resources made available to her are effectively utilized.

Assistant Housekeepers
 Heads a shift in a twenty-four hour housekeeping service.
 Explains the Executive Housekeeper’s policies, procedures, and standards to all the
housekeeping supervisors and ensures that they are actualized at the operational
level.
 Substitutes the Housekeeper in her absence.
 Perform some administrative functions.

Floor Supervisors
 Direct the cleaning and maintenance of guest rooms on allotted floors.
 Controls the resources on the floor which include room attendants and housemen;
bed and bath linen; guest and room amenities; and cleaning equipment and
detergents.
 Responsible for the cleaning and maintenance of guest rooms as per policies,
procedures, and standards of the establishment.

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 Supervise the exchange of floor linen with the laundry.
 Ensure their proper storage of linen in floor pantries.
 Ensure the supplies are readily at hand and requisition them from stores in case of

any shortfalls.
 Give feedback to the front office on the occupancy status of guest rooms for

cleaning and to release cleaned rooms.
 The Control Desk is manned in all shifts as it is the lifeline for all housekeeping staff.
 Controls lost and found procedures.
 Performs some administrative functions.

Control Desk Supervisor
 Co-ordinates communication with housekeeping personnel spread to all part of the
hotel.
 Co-ordinates with the Maintenance Department to ensure that all maintenance
requests are attended to.
 Co-ordinate with the Front Office to take over departure rooms for cleaning and to
release cleaned rooms.
 The Control Desk is manned in all shifts as it is the lifeline for all housekeeping staff.
 Control lost and found procedures.
 Performs some administrative functions.

Room Attendant
This is a common title for both men and women. Women room attendants are also

called chambermaids, housemaids, or room maids.
 They are responsible for cleaning and maintaining allotted guest rooms as per set
procedures and standards.
 They are the eyes and ears of the security team to report any untoward incidents.
 They ensure the privacy of guests at all times.
 They alert the concerned department of any maintenance and engineering
requirements in the room.

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Housemen
They are male cleaning personnel allotted to rooms and public areas to manage

heavy cleaning duties. Their duties include
 Moving heavy furniture
 Vacuuming long corridors of carpet
 Helping in the exchange of linen from floors because the sheer volume requires
strong hands.
 Cleaning public area spaces and furniture
 Cleaning windows.

Linen Room Supervisor
 Co-ordinate the exchange of soiled linen for fresh ones with a team of linen
attendants.
 Is the custodian of the linen asset and ensures their security.
 Maintains proper storage conditions to minimize loss due to damage and theft.
 Works closely with the Laundry for the supply of clean linen.

Uniform Room Supervisor
 Is responsible for keeping uniforms in safe storage conditions.
 Issues laundered uniforms to hotel staff against soiled ones.
 Is assisted by with a team of Uniform Room attendants and tailors.
 Co-ordinates closely with the Laundry for washing and dry-cleaning schedules to
keep constant supply of fresh uniforms.

Tailors/Upholsterers
They mend uniforms, linen and upholstery to give them longer life. Some hotels may

have the tailors stitch uniforms in-house. Smaller properties may outsource this activity.

Public Area Supervisor
He ensures the cleanliness, maintenance and aesthetic upkeep of all public areas

like lobbies, restaurants, banquets space, etc. with a team of housemen. His area of control
is very large and he has to be energetic to give close supervision to every public areas.

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Horticulturist
He is responsible for the upkeep of all landscapes and gardens with a team of

gardeners based s the area. The task becomes more challenging when landscapes include
waterways, fountains, waterfalls, rockeries, etc.
Florist
She is responsible for all internal flower arrangements for guest rooms, public areas,
banquet, buffets, etc. She may be given an additional charge of maintaining a florist for sale
of flowers and bouquets to resident guests and the public.

Gardener
He is responsible for the upkeep of an allotted area of landscape. He may be

required to maintain internal plants and roof gardens also, where required.

Laundry Manager
Normally a male, has a large brigade of washer men, drycleaners, ironers, etc.
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Bibliography

Sudhir Andrews, 2009. Hotel Housekeeping: A Training Manual. Second Edition. Tata McGraw-
Hill Publishing Company Limited, New Delhi.