Hotel-Housekeeping-Department_Janthima-Banjongna

Housekeeping Department

Table of Contents

Introduction 01
02
Housekeeping Department 04
05
Chapter 1 10
12
Different Departments of The Hotel 14
16
Chapter 2 19
22
Role of Housekeeping Department 24
26
Chapter 3

Organization Chart of The Housekeeping Department

Chapter 4

Layout of Housekeeping Department

Chapter 5

Principles

Chapter 6

Cleaning Servicing

Chapter 7

Public Area Cleaning

Chapter 8

The Problems Faced by The Housekeeping Department and The Solutions

Chapter 9

Housekeeping Uniforms

Activity

Housekeeping Department Words Search

References

0 1Housekeeping Department

INTRODUCTION

The main product of hotels is accommodation; therefore
the Housekeeping Department has a very important role to
play in any hotel operation. The housekeeper is responsible
for preparing guestrooms for sale, guest laundry services
and the cleanliness of all public areas in the hotel.

Housekeeping generates the first impression on a guest’s
mind. The housekeeping efforts clearly show how the hotel
will take care of its guests.
What is Housekeeping?

Housekeeping means performing all the duties towards
cleaning, maintaining orderliness, and running a house or a
business property. In case of hotels, the housekeeping
duties involve maintaining the hotel to the best possible
state in terms of cleanliness, and keeping it at highly
desirable ambience.
Objectives of Hotel Housekeeping

The main objectives of hotel housekeeping are:
To maintain overall cleanliness of the entire hotel at all times.
To perform cleanliness duties most efficiently and effectively.
To use good quality, safe cleaning equipment and chemicals.
To manage laundry and linen.
To control pests.
To keep up the hotel with classy interior decoration.
To take care of the furniture, fittings, and fixtures of the
entire hotel.

0 2Housekeeping Department

CHAPTER 1

Different Departments of The Hotel

To understand the expanse or scope of housekeeping, it
is better to understand the divisions of hotel a hotel, first.

Divisions of a Hotel
There are various divisions (or departments) of a hotel.

They are given below.

Front Office
It is responsible for guest check-in and check-out, mail

and information services, and concierge services such as
tour booking, reserving theatre and restaurants, providing
airport taxi service, etc.

Food and Beverage
Food and Beverage department is responsible for

preparing menus, foods, and managing inventory of food
and beverage items. It includes food and beverage
preparation and service for restaurant, lounge, coffee shops,
bars, parties, and room service.

Uniformed Service
It includes parking and door attendants, drivers, porters,

and bell attendants.
Housekeeping
Housekeeping includes the duties of keeping the areas

of the hotel clean, tidy, hygienic, and pleasant. It also
performs the duties pertaining to decoration of hotel
premises.

Sales and Marketing
All sales, services, advertising, promotions, and public

relations are taken care of by this team.

0 3Chapter 1 Different Departments of The Hotel

Security
Security manager and security workers work to keep the

property safe and secured from external hazards.
Accounts
It conducts all financial activities like producing bills and

receiving payments, computing employees’ compensations and
delivering payments. They also carry out the activities such as
compiling monthly and annual income statements, depositing
and securing cash, and controlling and monitoring assets.

Maintenance
The Maintenance department is responsible for the

maintenance of the property. It takes care of repairing
furniture and fixtures, and painting the required area. When
the hotel is small, these works are contracted from an
outside agency.

Human Resource
Human Resource department is responsible for

interviewing and recruiting qualified staff to be placed at
appropriate positions. They also conduct exit interviews for
the employees who wish to quit the work. HRD works to set
wages and salaries based on regional market rates and
ensures that the hotel business meets safety and health
administration standards.

In all these departments, the efforts of housekeeping
department are overt. They are directly visible to the guests
even before they try food or avail other amenities.
Housekeeping creates the first impression about the hotel in
the guests’ minds. Hence this department can be said as the
heart of the hotel business.

0 4Housekeeping Department

CHAPTER 2

Role of Housekeeping Department

Housekeeping plays a very important role in hospitality industry
such as:

To achieve the maximum possible efficiency in ensuring the
care and comfort of guests and in the smooth running of the
department.
To establish a welcoming atmosphere and ensure courteous,
reliable service from all staff of the department.
To ensure a high standards of cleanliness and general upkeep
in all areas for which the department is responsible.
To provide linen in rooms, restaurants, banquet hall,
conference venues, health clubs, and so on, as well as
maintain an inventory for the same.
To provide uniforms for all the staff and maintain adequate
inventories for the same.
To cater to the laundering requirements of the hotel linen,
staff uniforms and guest clothing.
To Provide and maintain the floral decorations and maintain
the landscaped areas of the hotel.
To coordinate renovation and refurnishing of the property as
and when, in consultation with the management and with
interior designers.
To deal with lost and found articles.
To ensure training, control and supervision of all staff
attached to the department.
To establish a good working relationship with other
department.
To ensure that safety and security regulations are made
known to all staff of the department.

0 5Housekeeping Department

CHAPTER 3

Organization Chart of The
Housekeeping Department

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

An organization chart is a schematic representation of
the relationships between positions within an
establishment, showing where each position fits into the
overall organization and illustrating the divisions of
responsibility and lines of authority.

Organization Chart/Hierarchy of a housekeeping department
in a small hotel

Chapter 3 Organization Chart of

0 6The Housekeeping Department

Organization Chart/Hierarchy of a housekeeping department
in a medium-sized hotel

Organization Chart/Hierarchy of a housekeeping department
in a medium-sized hotel

Chapter 3 Organization Chart of

0 7The Housekeeping Department

Qualities of Housekeeping Staff

Personal Hygiene and Appearance:
Be well-groomed with high degree of personal hygiene.
Have trimmed nails and hair, and clean uniform.
Have a clean and pleasant appearance.

Communications skills:
Conduct themselves with a cooperative attitude.
Speak in a friendly but sincere tone.
Speak clearly in audible voice of moderate pitch.
Maintain polite eye contact while interacting with the
hotel guests.

Interpersonal skills:
Possess right attitude.
Have good listening skills to avoid any miscommunication.
Be a good team player.

Personal skills and Traits:
Be able to retain and pursue the demand of the guest
until it is fulfilled.
Be sincere and physically fit.
Respect each hotel guest they are dealing with. They must
conduct themselves confidently and courteously.
Have high integrity.

Chapter 3 Organization Chart of

0 8The Housekeeping Department

Duties and Responsibilities of Housekeeping staff

Executive Housekeeper / Director of Housekeeping
The duties and responsibilities of the Executive
Housekeeper / Director of Housekeeping are evaluating,
planning, directing, controlling, organizing, managing,
and coordinating all activities of the Housekeeping
Department members.

Assistant Executive Housekeeper
The duties and responsibilities of the Assistant
Executive Housekeeper are receiving report from the
Front Office Department about rooms for expected
arrival (EA) then informing to the Floor Supervisor,
receiving and checking Supervisor’s reports and then
making work order, and arranging work schedule of the
Housekeeping Department’s employee.

Floor Supervisor
The duties and responsibilities of the Floor Supervisor
are distributing room’s master keys and work
equipments of the Room Boy in morning briefing,
working in close coordination with the Assistant
Executive Housekeeper in training and retraining of the
Floor staffs, and checking the reparation done in room.

Room Attendant
The duties and responsibilities of the Room Attendant
are handling the cleanness of guest’s rooms and house
which used, maintaining the hotel properties so that
they are lasting to be used, serving the guest’s request,
and giving the report about the damage in room to the
Floor Supervisor.

Chapter 3 Organization Chart of

0 9The Housekeeping Department

Linen and Uniform Supervisor
The duties and responsibilities of the Linen and Uniform
Supervisor are making daily administration of linen and
towel, inspecting regularly all areas under his or her
supervision, and Supervising and participating in the
activities of the linen’s room staff in shorting, counting
and issuing of uniforms and linen, segregating the
defective linen and uniform for repair or condemnation.

Linen and Uniform Attendant
The duties and responsibilities of the Linen and Uniform
Attendant are distributing, managing, and organizing
linen for guest rooms, and sending the dirty linen and
uniform to the Laundry.

Public Area Supervisor
The duties and responsibilities of the Public Area
Supervisor are supervising, coordinating the activities of
the houseman in cleaning function rooms, offices, and
public areas, correcting the mistakes of houseman, and
ensuring the cleanness and maintenance of all the
Housekeeping equipment.

Gardener
The duties and responsibilities of the Gardener are
handling an attractiveness of garden both inside and
outside of garden in the hotel and maintaining parking
area and basement.

Houseman
The duty and responsibility of the Houseman are
keeping the cleanness of hotel’s public area.

1 0Housekeeping Department

CHAPTER 4

Layout of Housekeeping Department

The layout of the housekeeping is the physical demarcation
of areas in the department. When the layout is well-planned, it
enables the smooth functioning of the department. The layout
is dependent on the size of the hotel as well as physical space
restrictions. Normally, the layout is decided by the executive
housekeeper, at the facility planning stage in setting up the
hotel. The following factors are taken into consideration when
deciding on the area and layout.

The total number of guest rooms.
Number of function rooms and number of food and
beverage outlets.
Amount of manpower required.
The volume of business anticipated.
The number of jobs contracted out.
The flow of traffic (people and equipment)

The following areas constitute the layout of a housekeeping
department:

Executive housekeeper’s cabin
Secretary’s cabin
Desk Control Room
Lost and found Section
Housekeeping Stores
Florist’s room
Linen and Uniform room
Linen Store
Sewing room
Floor Pantry/Maid’s service room

1 1Chapter 4 Layout of Housekeeping Department

The following are the different layouts of ousekeeping
department as per the size of the hotel:

Layout of Housekeeping Department for Small Hotel

Layout of Housekeeping Department for Large Hotel

Housekeeping − Areas of Responsibility
The housekeeping department is responsible to keep the

following areas clean and tidy.
Guest Rooms
Guest Bathrooms
Public Areas such as Lobby and Lifts
Banquets and Conference Halls
Parking Area
Sales and Admin Offices
Garden

1 2Housekeeping Department

CHAPTER 5

Principles

Cleaning and Hygiene Principles
Carry out the cleaning procedures in sequence. Say,

→ → →sweeping Dusting Mopping/Suction Cleaning
→Disinfecting Air Freshening.

Must take care while cleaning and polishing; not to
damage various surfaces and hamper their appearance.
Should start cleaning from extreme inner end continuing
towards exit.
Should park the chambermaid’s trolley such that it leaves
space for corridor traffic.
Must take proper precautions while handling cleaning
equipment, detergents, and guest luggage.
Must remove hard water stains and spider webs as soon as
they occur.
Must never use guest room linen for cleaning or blocking
room entry.

1 3Chapter 5 Principles

Safety and Security Principles
Protect their body from harmful chemicals by wearing
thick gloves.
Protect their eyes by wearing masks or goggles if required.
Must use caution sign to mark wet floors.
Clean spilled liquids immediately to reduce chances of
slipping.
Handle cleaning chemicals carefully while transporting,
disposing, or refilling the containers.
Mix any chemicals required in the presence of proper
ventilation.
Must not open unlabeled chemical containers.
Use swivel head mops to avoid inappropriate body
posture while cleaning.
Wear close toe-non slip footwear while working.
Use appropriate body postures while working to avoid
cramps.
Request for peer assistance while moving heavy loads
such as furniture.
Report to the supervisor in case of any accident due to
mishandling of flammable liquids or otherwise.
Keep the guests safe with the help of security
department.
Keep the guests’ documents, ornaments or other articles
safe.

1 4Housekeeping Department

CHAPTER 6

Cleaning Servicing

The basis sequence for cleaning a guest room is explained below.
While most of the elements will be the same in all hotels, some
hotels may require that some things are done slightly differently.
You will have to learn the specific procedures in every hotel.

1.Collect materials and prepare for cleaning:
linen
cleaning agents and materials
supplies

2.Enter the room appropriately
The housekeeping staff should follow the SOP given below for

entering the guest room.
Leave the DND (Do not Disturb) rooms undisturbed.
Knock the door with knuckles and announce in pleasant
voice, “Housekeeping…”.
Wait for five seconds to hear the guest’s response.
In case of no response, announce the same again.
In there is no answer second time too, open the door
with the key.
Enter the room.
If the guest is found sleeping, withdraw from the room quietly.
In case the guest answers, ask politely when would he
like to service the room.
In case the guest wants it later, acknowledge his reply
and withdraw from the room.
If the housekeeping work is in progress and the guest
returns from outside, greet him and ask if the guest
would like to return in some time.

1 5Chapter 6 Cleaning Servicing

3.Prepare the Room for cleaning and servicing
The room cannot be cleaned and serviced before a few

things have been put right. These things are:
Switch the lights on.
Check the condition of the room.
Clear rubbish.
Remove all soiled linen from guest room and bathroom.
(including bed linen, towels, etc.)
Prepare your chemical bucket add the chemicals and
water you might need as well as your cloth, sponge etc.
Prepare the bathroom for cleaning.
Making beds.
Clean the bathroom.
Cleaning the bedroom.
Replenish supplies and apply finishing touches.
Final Inspection and checklist. (including arrangement
of furniture and deodorising the room)

1 6Housekeeping Department

CHAPTER 7

Public Area Cleaning

Public areas are the areas in which resident guests and
other guests visiting the hotel may use during the course of
the day. These are areas, such as: Lifts

Circulation areas: corridors, stairs
Lobbies or foyer
Public telephones
Reception
Restaurant
Bar
Lounge areas
Public restrooms
Conference and meeting rooms
Public phone areas, lounges, lobby and reception

1 7Chapter 7 Public Area Cleaning

Note the following procedure for cleaning pubic areas:

Assemble the required cleaning equipment and cleaning
materials.
Remove all rubbish from the area and place it in the
rubbish bag on your trolley.
Empty and wash all used ashtrays making sure that all
nicotine stains are removed.
Remove any dead flowers from flower arrangements.
Dust and wipe all flat surfaces including shelves.
Dust and polish all wooden surfaces with furniture
polish including tables, chairs as well as the legs of the
tables and chairs.
Use a damp cloth on any surface where spillage may
have occurred.
Check the surfaces to ensure that they are free from
dust, debris and removable marks.
Dust and wipe all fittings and picture frames.
Dust or wipe all light fittings and shades ensuring that
no marks remain.
Check that all lights are working and that no light
fittings are loose or broken. If a light is not working, this
must reported to your supervisor and to maintenance.
Vacuum all exposed areas of carpet and then move
furniture out of the way so that you can remove dust
that collects underneath furniture.
Replace the furniture in its original position when you
have finished.

1 8Chapter 7 Public Area Cleaning

Note the following procedure for cleaning pubic areas:

Clean tiled or hard floor surfaces such as front steps and
lobby floor by:
putting up the appropriate hazard sign
sweeping the areas to remove loose dirt
washing the floor using the appropriate cleaning
equipment and materials for the surface
polish/buff the floor until the correct shine is achieved,
using the appropriate polish and buffer for the surface
move the furniture to sweep/wash/polish/buff the floor
area underneath it.
Make sure that the area is neat and tidy after you have
completed this task.
Check the arrangement of display items to ensure that
they are in the correct place and have not run out.
Clean armchairs and cushions by:
- Removing the seat cushions.
- Wiping the grooves and the back of the chair with a dry cloth.
- Vacuuming in the grooves to remove any remaining dirt.
- Fluffing out the cushions and then replacing them.

1 9Housekeeping Department

CHAPTER 8

The Problems Faced by The Housekeeping
Department and The Solutions

The arising problems must be solved as soon as possible
to prevent further problem. The problems faced by the
Housekeeping Department are:

1.Most of the Housekeeping staff cannot speak in other
language than English.

Sometimes Housekeeping staffs face with foreign guests,
who cannot speak English. For example the common guests are
guest who comes from Japan, France, Spain, Korean, and
Chinese. Most of the Housekeeping staffs are provided with
Standard English conversation. When they are serving guest
who cannot speak English, there is language barrier in their
communication.

The proposed solutions: To increase the guest’s satisfaction,
it will be better if the hotel staffs, especially the Housekeeping
staffs are educated not only in English but also, for example
French, German language, Spanish, etc. It will be much helped,
if there is a Language Training Program provided by hotel
management for its employees.

2.Most of the Housekeeping staff cannot speak English fluently.
English is the language of the world. Each personnel of

hotel employees at least must master English conversation,
so they can speak English fluently. This ability will help
them, at least one way communication, the guest receives
the information from the staff. This is better than no
communication at all.

Chapter 8 The Problems Faced by The Housekeeping

2 0Department and The Solutions

The proposed solutions: To give English training session
monthly or even weekly to increase the quality of the hotel’s
human resources. Having staffs with fluent English language
skills will make additional value for the staff themselves
and the hotel itself.

3.The numbers of the Housekeeping staffs are limited.
The Housekeeping Department lack of staff and this will

make the Housekeeping Department cannot reach its best
performance.

The proposed solutions: The solution of these problems
is by adding more staffs by recruiting new qualified
employee, increasing the staff’s quality by holding various
training programs and preventing taking staffs from other
departments.

4.Many staffs work out of procedure.
To achieve effective and efficient result, work procedures

are arranged based on its work conditions and work
procedures must be followed by every staffs. Unfortunately,
some of staffs do them out of procedure, for example, in
case filling the worksheet. Room Attendant must fill it
according to the reality, such as writing correctly the
number of replaced linen.

The proposed solutions: Human Resources Department is
responsible for handling these problems by holding
upgrading for the hotel staffs. The periodic upgrading will
maintain the employee quality. It will be more effective and
efficient if each department supervisor is given more
knowledge about management. This is the best solution
before the Manager takes decision to replace the staffs who
work out of procedure.

Chapter 8 The Problems Faced by The Housekeeping

2 1Department and The Solutions

5.Lack of amenities number from Supplier.
Sometimes the number of amenities from the supplier, such as

soap, shampoo, tissue, sawing kits, sewing kits, candles,
toothpaste, sweetener, sugar, is inadequate. This problem affect to
the guest’s satisfaction. The amenities in guest’s room must be
replaced with the new ones as soon as possible.

The proposed solutions: The number of amenities stock
must be controlled regularly. The Order Taker should
provide bigger amount of amenities than the needed
amount. Some benefits of this solution are that the Order
Taker will get discount when buying goods in big number,
and if suddenly some amenities out of stock, there is no
need to worry for the room attendants because there are
some supplies.

Those are some suggestion that is expected to overcome
the problems in the Housekeeping Department. Those
suggestions are expected at least to maintain the quality
and quantity of the Housekeeping Department works, or
even better, to increase the quality and quantity of the
Housekeeping Department work.

2 2Housekeeping Department

CHAPTER 9

Housekeeping Uniforms

Female Uniform

Short sleeve tunic is Resolution Blue color, which has a cold
feeling.
Contrasting collar and sleeve hem are Bourbon color.
Contrasting center box pleat is Bourbon color and decorated
with Victorian patterns.
Lower inverted pleat.
Invisible zipper at center back.
Matching Blackcurrant color waist apron with pocket.
Charcoal Gray color slacks pants.
Comfortable and flexible.

2 3Chapter 9 Housekeeping Uniforms

Male Uniform

Short sleeve shirt/jecket is Resolution Blue color, which has a
cold feeling.
Contrasting collar, sleeve hem and trim on 2 lower welt
pockets are Bourbon color and decorated with Victorian
patterns.
1 hidden button at neckline and 8 button to show fly front.
Charcoal Gray color slacks pants.
Comfortable and flexible.

2 4Housekeeping Department

ACTIVITY

Housekeeping Department Words Search

Directions: Fine and circle the vocabulary words in the grid.
Look for them in all directions including backwards and diagonally.

R A Z E R I BHC R S C RW I
E PUB L I CAR EA SOL E
HOS P I T A L I T Y A T I Q
CMA RU S A L UH E NHN S
L AN E I V UNOP A L X EM
ENP A XOS A L DNGENR
A A G U E S T MN X E U J HO
NG E HOU S EMAN A C L F
I E K NO A T N PM L PMG I
NME L V T M I Q R J Q Z ON
GENUA E A TOE CH I CU
ENTM I R Y I THS DNX B
WTOHOU S E K E E P I NG
E OM E I R O S I V R E P U S
R V AC T RHE ANK ANEW

HOUSEKEEPING HOUSEMAN ROOM ATTENDANT
GUEST CLEANING SUPERVISOR
HOSPITALITY PUBLIC AREAS MANAGEMENT
UNIFORMS AMENITIES LINEN

2 5Housekeeping Department

ACTIVITY

Housekeeping Department Words Search

Answer:

R A Z E R I BHC R S C RW I
E PUB L I CAR EA SOL E
HOS P I T A L I T Y A T I Q
CMA RU S A L UH E NHN S
L AN E I V UNOP A L X EM
ENP A XOS A L DNGENR
A A G U E S TMN X E U J HO
NG E HOU S EMAN A C L F
I E K NO A T N PM L PMG I
NME L V T M I Q R J Q Z ON
GENUA E A TOE CH I CU
ENTM I R Y I THS DNX B
WTOHOU S E K E E P I NG
E OM E I R O S I V R E P U S
R V AC T RHE ANK ANEW

HOUSEKEEPING HOUSEMAN ROOM ATTENDANT
GUEST CLEANING SUPERVISOR
HOSPITALITY PUBLIC AREAS MANAGEMENT
UNIFORMS AMENITIES LINEN

2 6Housekeeping Department

REFERENCES

(2022, June 15). Retrieved from setupmyhotel.com:
https://setupmyhotel.com/train-my-hotel- staff/hk/789
-housekeeping.html

Bhautik, D. P. (2022, June 15). UNIT 3: Layout of HK Department.
Retrieved from https://aissmschmct.in/wp-content/ uploads
/2020/07/Chapter-3-Layout-of-HK-Department.pdf

Byun, P. (2022, June 15). Ch-2, Organisation Chart OF THE Housekeeping
Department. Retrieved from https://www.studocu.com/pt/
document/instituto-politecnico-do-porto/introducao-a-
algoritmia/ch-2-organisation-chart-of-the-housekeeping-
department/19228374

HotelHousekeeping. (2022, June 15). Retrieved from tutorialspoint.com:
https://www.tutorialspoint.com/hotel_housekeeping/ index.htm

Rana, V. (2022, June 15). Chapter-2 :-Organization Chart Of
The Housekeeping Department. Retrieved from
http://ranahkfirst.blogspot.com/2018/08/unit-2-
organization-chart-of.html

Roberts, C. (2022, June 15). Role of Housekeeping in Hospitality Industry.
Retrieved from linkedin.com: https://www.linkedin.com/pulse/
role-housekeeping-hospitality-industry-cassandra-roberts/