Housekeeping Department

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01 HOUSEKEEPING DEPARTMENT

02 PERSONALITY ATTRIBUTES OF
HOUSEKEEPING STAFF

03 DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

04 LAYOUT OF THE HOUSE KEEPING
DEPARTMENT

05 HOUSE KEEPING IS SAFKEEPING
WORK

06 HOUSEKEEPING UNIFORM

Table of Contents

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HOUSEKEEPING DEPARTMENT

ORGANISATION CHART OF THE
HOUSEKEEPING DEPARTMENT :

The organizational structureof a housekeeping
department whether in a small, medium, or large
hotel is depicted using in organization chart.

he housekeeping department in a hotelis
headed by the executivehousekeeper. He/she
reports to the General Manager,or to the
Resident Manager,or the Rooms Division
Manager in a large hotel.

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In the case of a chain of hotels, the executive
housekeeper also reports to thedirector of
housekeeping, who heads the housekeeping
departments in all the hotels of that chain.

The deputy housekeeper assists the
executivehousekeeper and, dependingon the
size of the property, there can also be assistant
housekeepers who look after the variousareas of
responsibility in the hotel,that is, floors,public
areas, the linen room,and desk control.

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Housekeeping Department
Organizational Chart

Large Hotel
5 Star

Condition :

The housekeeping department in a large hotel or
5 Star Hotel is headed by the executive
housekeeper. He/she reports to the general
manager in a large hotel. In the case of a chain of
hotels, the executive housekeeper also reports to
the director of housekeeping, who heads the
housekeeping departments in all the hotels of that
chain.

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Housekeeping Department
Organizational Chart

Medium Hotel
3-4 Star

Condition :

The housekeeping department in a Medium Size
hotel or 3-4 Star Hotel is headed by the executive
housekeeper. He/she reports to the general
manager. In the case of a chain of hotels, the
executive housekeeper also reports to the director
of housekeeping, who heads the housekeeping
departments in all the hotels of that chain.

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Housekeeping Department
Organizational Chart

Small Hotel
1-2 Star Hotel

Condition :

The housekeeping department in a Small hotel or
1-2 Star Hotel is headed by the Executive
Housekeeper or a Housekeeping Manager.
He/she reports to the general manager. In the
case of a chain of hotels, the executive
housekeeper also reports to the director of
housekeeping, who heads the housekeeping
departments in all the hotels of that chain.

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There are certain qualities which a housekeeping
staff should possess in order to perform the

housekeeping functions which are sometimes
more important than the skill too.

PERSONALITY ATTRIBUTES
OF HOUSEKEEPING STAFF

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Eye for detail Physical fitness

possess power of go through a thorough Personal Hygiene
medical examination and
criticalobservation to make a Pleasant personality should be fit to perform the have healthy skin, clean
housekeeping functions. hair, eyes, teeth, nose,
flawlessroom and keen have a good presentation nails and fingers etc.
sense to inspect roomsfor of one’s own self when
interacting with guests.
perfection

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Cooperation Honesty

cooperate with staff of other Adaptability The staff should have Tactful and diplomatic
departments for team work inherentdiscipline and
be able to adopt to new The staff has to be tactful
and more efficiency ideas and acceptchanging integrity and diplomatic to handle
these fussy and unusual
situations willingly
requests

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Right attitude Courteous Good memory

have a right Should be courteousto Should have good

attitude,courtesy and both guests and memory to remember

good humor and Calm Behavior colleagues Punctuality staff likes, dislikes

optimistic in nature handle situations with Should have respect for and needs

composed personality and time during working hours

humbleness and politeness as this reflectson his/her

sincerity

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Executive Housekeeper/Director Assistant Housekeeper/Deputy Floor supervisor/Floor Public Area Supervisor
of Housekeeping Housekeeper Housekeeper


Organize, supervise and Be responsible for efficient and Issue floor keys to room Ensure that all public areas and
coordinate the work of orderly management of cleaning, attendants other functional areas are kept
housekeeping staff on day- to day servicing and repairing of guest Supervise cleaning on the allotted clean at all times.
basis. rooms. floors and areas- Ensure all maintenance jobs are
Ensure excellence in Be responsible for hotel linen and includingguestrooms, corridors, attendedin coordination with the
housekeeping sanitation, safety, check its movement and staircases, floor pantries of the maintenance department.
comfort and aesthetics for hotel distribution to room attendants. allottedfloors Ensure all flowerarrangements
guests. ·Keep an inventoryof all Inspection of cleaningin rooms are placedin appropriate placesin
Prepare duty rosters and housekeeping supplies and check and coordination of the work in public areas.
supervise the discipline and it regularly. fllors Ensure banquet halls and
conduct of her staff. Provide front officelist of ready Supervise handling of soiled linen conferencehalls are kept ready for
Ensure proper communication rooms for allotment to guests. to laundryand requisitioning of functions and conferences.
within the department by Organize flower arrangements fresh ones from housekeeping
conducting regularmeeting with Arrange trainingof staff withinthe Report maintenance work on the
the staff. department floor
Recruit new employees and train Update records/ files/ registers Inform the front office aboutready
them for the housekeeping jobs. etc. rooms
Counsel and motivate Compile the maids roster. Ensure servicesoffered to VIPs
employeeson various duties. Check the VIP and OOO rooms are of highest standards.

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Public Area Supervisor Night Supervisor Linen Room Supervisor/ Uniform Room Supervisor

LinenKeeper

The night supervisor reports to
Ensure that all public areas and the assistant housekeeper. He ·Responsible for entirehotels ·Responsible for providing clean,
other functional areas are kept supervises all night staff engaged linen. serviceable uniformsto the staff.
clean at all times. in the cleaningof public areas and Send dirty linen from laundry after ·Keep an inventorycontrol of
Ensure all maintenance jobs are guestrooms in hotel. His/her checking. variousuniforms in variousstages
attendedin coordination with the duties are:- ·Check laundered linenbefore of use
maintenance department. Ensure all public areas are giving it for ironing. · Set budget for procurement
Ensure all flowerarrangements thoroughly cleaned at night when Provide linen to the various of uniforms and materials
are placedin appropriate placesin the traffic is low. departments requiredfor uniform
public areas. ·Plan order of work and direct Maintain registerof linen
Ensure banquet halls and staff accordingly. movementsand check linen
conferencehalls are kept ready for ·Ensure submission of room regularly
functions and conferences. attendant’s reports and room ·Supervise ironingand laundering
status of linen of the hotel
. reports. Supervise work of linen room
Provide guest supplies and attend attendants and tailors
guest requests in the night like Make suggestions relatedto
providing water bottles, extra replacement purchasesand give
beds, towels etc. requirements of linen to executive
·Report safety and housekeepers.
securityhazards.

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Linen Room attendant/ Linen Uniform Room attendant Storekeeper Desk ControlSupervisor
Room Maid


Issue clean uniformswhile ·Control the stock of equipment.
receiving soiledones ·Issue equipment and cleaning Coordination with front office for
Stacking sheets, pillowcases, Send soiled uniformsfor materialsas per demand. information on departure
towels, tablecloths, napkinsin laundering. Prepare requisitions for materials roomsand handing of clean
different stacks. Send torn uniforms to seamstress required. rooms.
Issue clean linen on clean- for- for mending. Coordinate with ·Receive complaints on
soiled basis. Keep count of uniforms. purchasedepartment for maintenance and housekeeping.
Place soiled linen in ·Shelve laundered uniformsafter procurement of approved Maintain registerskept at control
containersand send these to verifying types of articles. materials. desk.
laundry. Count and record linen. ·Receive special requestsfrom
Examine and counts each linen guests.
item when sends to laundry and Maintain latest reports regarding
again on return. room occupancy, VIPs, status of
Send torn articlesto seamstress rooms etc.
for repair. ·Delegation of work to attendants
Maintain proper recordsof and supervisors.
discards and determine Attend to phone calls received at
percentage of discards. control desk
·Responsible for
. issuingguestroom keys and
maintaining key register

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Guest room attendant/ Room Head Houseperson / Housemen House persons/ Housemen Tailors, seamstress and
maids/ Chambermaids/GRA upholsterers
·Supervises work allotted to the ·Shift furniture in public areas.


housemen in public areas. ·Clear the garbage
Supervise work of people who ·Polish all brasswarein public ·Mending and stitchinguniforms,
·Cleans the rooms clean carpets,wall washers, and areas linen, upholstery etc.
·Change guestroom and bathroom window washers. ·Clean all doors, windows and Alteration of uniforms if required.
linen. Supervise work of chandelier ventilators. Refurnish all damaged upholstery.
·Make guest room beds. cleaners,vacuum cleaning Clean fire fighting equipments. ·Repair guest clothesif required.
Replenish guest supplies. machineoperators ·Clean the shaftsand terraces. Calculate materials required for
·Answer guest requestspromptly Clean chandeliers, draperiesand uniforms and upholstery and
on the floor. other hard to reach areas in public purchase accordingly
·Responsible for collecting guest areas.
laundry.
Servicing of rooms in the evening
( turndown service)and also
provide second service.
·Handover lost and found
articlesif any found in the room
Replenish maids cart with
supplies for the next shift
Arrange and stock the pantry with
linen and supplies.

.

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Horticulturist Head Gardener Gardeners Florist



·Brief, schedule, allot duties ·Dig landscaped areas and
Many large hotels have their own ·Purchase plant seeds, plantings maintainthem. Collect fresh flowersfrom
horticulturist, who report to Purchase and supervise usage of Plant saplingsand seeds gardeners every day.
assistant housekeeper. He / she manure and fertilizers. ·Water gardens as per schedules. Purchase flowersfrom dealers
leads a team of gardener in Maintain watering schedulesof ·Maintain plant nurseryand green Prepare different
maintaining landscaped gardens plants and attend house. flowerarrangements for different
of the hotel as well as in problemsregarding watering Prepare pottedflowers and areas- lobbies, front office,
supplyingflowers from gardensfor schedules. pottedplants restaurants, guestrooms, banquet
flower arrangements in the hotels. ·Maintain and prepare indoor halls etc.
Flowers are used largely to plants for the hotel. ·Treat cut flowers so that they last
enhance aesthetic appeal of Supervise and maintaining the longer.
various areas of the hotel lawns. ·Maintain flower arrangements by
Ensure gardeners are handling changing water, etc .
. equipments and tools efficiently. Responsible for flower arranging
equipments and equipments,
accessories etc.
·Train the assistantflorist.

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DUTIES AND RESPONSIBILITIES
OF HOUSEKEEPING STAFF

Laundry Manager Laundry Supervisor Dry cleanerand washer men Laundry workers


He/she is in charge of the He/she is in charge of the He/ she is in charge of dry
laundryand Laundry Manager functioning of the laundry in the cleaning of the hotel linen and Spot stained fabrics before
reports to the Directorof absence of laundry manager.He guest clothingand washer does loading them into washing
housekeeping. He/sheis must have the knowledgeof all the the laundering of the linen, machines.
responsible for entire functioning aspects of the laundryequipment, uniforms and guest clothing. Load soiled linen into washing
of laundry and dry cleaning unit. chemicals and fabrics. lowers and pottedplants machines, feed in the right
He /she should have good amount of detergent and other
knowledge of fabrics and launderingchemicals.
chemicals and laundry machines. ·Load washed linen into dryers.
·Clean equipments after use.
. ·Sort soiled linen according to
fabric types,colors, degree of
soiling.
Transport soiled linen from linen
room to laundry and fresh linen
from laundryto linen room.

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Layout of the housekeeping Department

The layout of the department indicates
the differentareas and subdivisions in the
department. The layout of the department
depends on followingfactors

Total numberof Guestrooms
No. of outlets and banquets
Amount of manpower required.

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EXECUTIVE HOUSEKEEPERS OFFICE HOUSEKEEPING DESK LAUNDRY


housekeeper’s office where the This is the control centre of the · The place in the hotel where
housekeeping and is manned 24 hrs a washing,pressing, dry cleaning,
administrative work of
the department is performed. day. This is the area where folding of linen and uniformof the
housekeeping staff report for duty hotel takes place.
and sign out at the end of the shift..

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LINEN ROOM UNIFORM ROOM SEWING ROOM


· The linen room is the place The place from where uniformsare The place in the department where
collected, storedand distributed to stitching and repair of linen and
where the linen of the hotel are uniforms takes place.
stored, collected& circulated the staff of the hotel

throughout the hotel. Eg. of linen-
bed sheets, towels, table covers etc.

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HOUSEKEEPING STORES FLOWER ROOM LOST AND FOUND FLOOR PANTRY


· · This is the storage area in · Ideally should be an air- · The lost and found sectionin the · Located on each guest floor to
conditioned room to keep flowers department stores all the articlesleft stock the linen, cleaning suppliesand
the department where the fresh for arrangements in the hotel.It guest suppliesrequired for operations
cleaningagents, cleaning equipments, should havework tables, counters, by the guest and is stored for a
sink, water supply,cupboards to store specific period. of the floorand should be securely
guest supplies are stored for the
locked.
daily housekeeping functionsand are vases, stonesetc.



securely locked.

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The followingshould be
providedin a floor pantry

The floor pantries are away from guest’s view and should be situated
near the service elevators.

It should store all housekeeping items so that the housekeeping staff does not
have to keep going back to the housekeeping department or linen room for any

item. Since the floor pantry is used to stock expensive items such as linen, it
should remain locked at all times when not in use. The key to the floor pantry is
kept by the GRA of that floor and a duplicate is kept with the floor supervisor.

Cupboards to store guest supplies, cleaningagents and equipment.
Shelves and racks to store fresh room linen.
Linen trolleys to store fresh and soiled linen and for transporting/dispatching the same to
the linen and uniform room.
A notice board to displayinformation regarding expectedarrivals, VIPs in the house, extra
bed, and guest loan items given to guests.
A sink with hot and cold water facilities to wash or disinfect glasses,fill drinking water in
flasks, and for flower arrangements.
Guest loan items such as rollawaybeds, cribs, and bed boards.
It should have shelves and cupboardsfor linen and supplies, and
sufficient area to park a room maid’s cart.
It should have a sink with water supply.

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Housekeeping is
safekeeping at work

Housekeeping at work is as important as it
is at home, especially if you want a safe
workplace. People who must function every day
in a messy, disorderly work environment have
lower morale, although they may not be aware of
the cause. But the safety ramifications of poor
housekeeping in the workplace are even more
important

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Poor housekeeping practices can result in:
Injuries when employees trip over, strike or are struck
by out-of-place objects.
Injuries from using improper tools because the correct
tool can’t be found.
Lowered production because of the time spent
maneuvering over and around someone else’s mess
and time spent looking for proper tools and materials.
Lack of future work due to a reputation for poor
quality.

Remember: If you are complacent about safe
housekeeping, employees may become desensitized to
poor practices and become unable to identify hazards,
putting them at risk of injury.

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General housekeeping rules to remember

Housekeeping is everyone’s responsibility!
Clean up after yourself. Pick up trash and debris and dispose of it properly. Keep your work area clean throughout the day, minimizing the time
needed to clean a larger mess at the end of the day.
Dispose of combustibles and flammables properly. If improperly discarded, they will increase the potential for a fire.
Remove protruding nails and other sharp objects or hammer them flat to prevent someone from being injured by them.
Stack materials and supplies in an orderly manner and secure them so they won’t topple.
Report all slips, trips and falls, with or without injury, so the hazard can be corrected.
Remove any cords or cables in walking areas.
Organize cables under desks.

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CONCEPT

This uniform is designed for the
work of the hotel's unique maids. Thai Indigo Fabric
The unifrom can work for
comfort. In terms of color, our uniform
are designed to look comfortable, fresh and
modern. There is a cream to look and look clean.
Cut with navy blue to contrast with cream. There
are Thai patterns to be unique and beautiful.
This uniform is very easy on the eye.

HOUSEKEEPING
UNIFORM

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Credit

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