Ratchanee Suksaen

HOUSEKEEPING
DEPARTMEN
RATCHANEE SUKSAEN

The
Housekeeping
Department

The Housekeeping Department is
responsible for the cleanliness of
the accommodation. It looks like a
work behind the operation.
Although most of the housekeeping
jobs are behind the scenes.
Contacting guests is no less
important. But as an employee, you
should know enough about the
services and amenities the hotel
offers to its guests if they can
answer basic questions. And answer
clearly and willingly will help the
guest to feel good and want to come
back or use the service at the hotel
again.

Positions in the In some hotels, the entire
Housekeeping housekeeping department is dependent on
Department the general manager. But in some hotels,
the housekeeping department depends on
1. EXECUTIVE HOUSEKEEPER the front office manager. The main job of
the head of the housekeeping department
is to check the various parts of the
department whether they meet the
standards set or not. control budget
expenses Scheduling employees' working
hours and training They are also
responsible for the keys. to distribute to
hotel staff and monitor and control the
cleaning equipment storage room.

Positions in the The head housekeeper will
Housekeeping supervise the work of the housekeeper.
Department or floor maid for 3 or more people in the
case of a small hotel The head
2. HEAD HOUSEKEEPER housekeeper will be responsible for all
housekeeping duties.
3. FLOOR HOUSEKEEPER OR
ASSISTANT HOUSEKEEPER The floor maid will monitor the
work of the cleaning staff. or room
attendant Only working on one of the
hotel floors.

Positions in the Room attendant Has a duty to clean
Housekeeping and provide services related to rooms such
Department as bedrooms, living rooms, shower rooms
and toilets, including the corridor in front
4. ROOM ATTENDANT of the room.

5. FORKLIFT/CLEANER Has a duty to lift or move heavy
(HOUSEKEEPER) furniture or dispose of the rubbish
Sometimes cleaning shared areas in hotels
in Thailand, this location name is rarely
found. The most commonly used location
name is Cleaner.

Positions in the The laundry room supervisor is
Housekeeping responsible for all types of fabrics used
Department in the living room (such as sheets,
towels, blankets, etc.), restaurant and
6. LINE ROOM SUPERVISOR banquet fabrics (including tablecloths,
napkins, tablecloths) and staff
uniforms. by dispensing clean laundry
collect used cloth Patch the torn
laundry and supervise the delivery of
laundry to the laundry and return
department map. washed cloth

Room Status

USED BY THE HOUSEKEEPING DEPARTMENT AS FOLLOWS:

Status starting with 'V' = Vacant Status starting with 'O' = Occupied

VC = Vacant Clean means a clean empty room. OC = Occupied Clean Room that has been
The maid has cleaned Fronts can be provided cleaned by guest, i.e. room where guest C/I or
to C/I guests. has stayed.

VD = Vacant Dirty means dirty empty room. OD = Occupied Dirty The guest room hasn't
C/O guest has to clean the room. for guests to been cleaned yet, that is, the guest has
stay stayed past the day.

VCI = Vacant Clean Inspected means the room OCI = Occupied Clean Inspected Room has
is clean. Supervisor has checked. been cleaned by Supervisor.

VCP = Vacant Clean Pick Up means a clean
room. But the items in the room are not
complete, such as not filling the mini bar, etc.

Room Status

USED BY THE HOUSEKEEPING DEPARTMENT AS FOLLOWS:

Status for a broken room The reserved room category will be the
status that starts with 'A' = Assign.
OOO = Out of Order Temporary Broken
Room can't sell (There is a cut off the Assign Clean, clean room and already
number of rooms available) booked, waiting for guests to stay (C/I)

OOS = Out of Service Slightly Broken Assign Dirty. The housekeeper hasn't
Room can be opened for sale or as a cleaned it yet. but already booked.
showroom open to stay (No cut off the
number of rooms available)

OOI = Out of Inventory, a room that has
not been sold at all. may be permanently
damaged or is the owner's room or an
office.

Hotel cleaning tools
and equipment

1. MECHANICAL EQUIPMENT:

• vacuum cleaner It is a hotel • Floor Scrubber - This is a handy
cleaning device commonly used to tool for cleaning floors in one go.
clean any floor or surface. Easy to Can be used for tile drying,
use for all types of operators washing, polishing, etc.
• Polisher - helps restore the • Steam generator -Provides a deep
luster of the surface. cleaning that includes visible and
hygienic cleaning. high rate of
steam production kill bacteria and
disinfect the room

Hotel cleaning tools
and equipment

2. MANUAL EQUIPMENT:

• Microfiber cloth – microfiber • Different types of brushes –
cloth Suitable for cleaning including hard brushes, soft
bathroom surfaces, bedrooms, etc. brushes, scrub brushes, chimney
• Abrasive: Coarse sandpaper brushes, feather brushes, etc., used
products clean metal or other to remove superficial grammes
hard surfaces. depending on nature.
• A broom is a great tool to remove
dust or hair from hard surfaces.

How to improve
housekeeping
in hotels during
COVID?

Because covid-19 is spreading all over the world.
Therefore, there are new guidelines About training
maids in hotels during COVID-19 which are as follows

• All employees should be trained
on universal safeguards.
• Employees should wear disposable
gloves during cleaning and change
at the start of every shift.
• Use proper methods of removing
gloves and dispose of them
properly to prevent cross-
contamination.
• The cart should be washed every
day before use.
• Clean and disinfect everyday
objects such as door closers, remote
controls, headboards, electrical
sockets, chair frames, etc.
• Disinfect the phone in the room.
• Disinfect the master key daily.
• Disinfecting hand, mop, mop, toilet
brush, etc.

How to improve
housekeeping
in hotels during
COVID?

Because covid-19 is spreading all over the world.
Therefore, there are new guidelines About training
maids in hotels during COVID-19 which are as follows

• Disinfect the handle of the trolley
bag after every use.
• Disinfect seats, tables, lamps and
other areas. that guests in the lobby
often experience
• Removing brochures, magnets and
menus from the central area.
• Disinfect vending machines and
guest laundry. This includes
utensils, soap, door handles, seats,
etc.
• Provide masks to guests upon
arrival and enforce them.
• Place tape in the seating area to
allow people to maintain 6 feet of
distance between them.
• Use of biohazard disposable waste
bags.
• Use a plastic apron for easy
disposal.

How to improve
housekeeping
in hotels during
COVID?

Because covid-19 is spreading all over the world.
Therefore, there are new guidelines About training
maids in hotels during COVID-19 which are as follows

•• proper ventilation. to prevent the
spread of covid virus
• Open the room window whenever
possible to allow natural ventilation.
• Increase the total air supply and
the percentage of outdoor air by
using different types of breathing
apparatus.
• Check the filter tubes and ensure
they are correct. to reduce filter
bypass
• Make sure the exhaust fan is in
proper condition and working
properly.
• Monitor the carbon dioxide level
as it shows ventilation and
compression efficiency.
• Gyms, restaurants, swimming
pools, spas, etc. should be
temporarily closed to prevent the
spread of the virus.

IF ANY GUEST
OR AREA IS
INFECTED WITH COVID-19, DO

THE FOLLOWING:




• Any surface in contact with the patient should be adequately
cleaned and disinfected with 0.1% sodium hypochlorite.
• Service personnel are trained on the preparation, handling,
handling and storage of disinfectant products.
• If you can't use bleach. Use 70% alcohol or other disinfectant.
• Use only disinfecting materials such as gloves and disposable
gowns. while taking all necessary safety measures If the material
needs to be recycled Please sterilize before use.
• Items such as used bedding or guest clothing must be carried with
you while being handled carefully to avoid dust accumulation or
contamination.
• Discarded items must be kept in containers and lids.
• Whenever an employee enters the room The patient should wear a
mask.
• Workers using PPE should be carefully disposed of and disposed of.
• Probable employees should be inspected and quarantined until
negative results.

problem and solution

1. Customers have left or lost their Details in the receipt should consist of
belongings. How to cope: The hotel should 1. Special characteristics of things, colors and
have a lost item notification department. sizes.
to collect lost or forgotten items with their 2. Date, month, year and place where items can
own department And the lost items be stored.
department must issue a receipt to the 3. Name, address and telephone number of the
person who collects it and delivers it. person who can collect the items. (If the person
Regardless of whether the delivery person who collects the items is a hotel employee then
is a hotel staff or a customer write the name and department)
Don't forget to attach the receipt details card.
with that thing as well because of things that
were lost or forgotten After some time, the
owner may have just realized and returned to
look for him.

problem and solution

2. Customers steal other customers' valuables. If the customers who are
parties come in the same group The head of the faculty is the manager
himself. but if the customers come from different groups The hotels-resorts
should do their best to show customer assistance. by trying to track down
the shopkeeper such as viewing through CCTV or take customers to report to
the police station and whether or not to get things back Hotels - resorts
should have special gifts or flowers to comfort their customers.

problem and solution

2. Customers steal other customers' valuables. If the customers who are
parties come in the same group The head of the faculty is the manager
himself. but if the customers come from different groups The hotels-resorts
should do their best to show customer assistance. by trying to track down
the shopkeeper such as viewing through CCTV or take customers to report to
the police station and whether or not to get things back Hotels - resorts
should have special gifts or flowers to comfort their customers.

problem and solution

3. Customers pick up drinks in the mini-bar refrigerator to drink, but do not want
to pay and do not want employees to know. The way to deal with this problem is
Find a stamp or sticker to attach to the cap or stopper. If the bottle is opened, the
stamp will tear or come off. When customers return the room, they can check
from the stamp. However, there are certain types of customers who drink
beverages in the mini-bar refrigerator for convenience. when going out will buy
the same drink to replace the original because buying from outside is cheaper

problem and solution

4. The customer escaped without paying for the room. A foreigner called Skipper
believes that almost every hotel-resort will have encountered this problem, more
or less. How to deal with this problem Ask the customer to fill out the room
registration card. In detail and should check the room registration sheet whether
the customer has filled out the details completely or not And always attach a copy
of your ID card or passport. Check to see if the credit card number is the same as
the one provided in the booking. or may request a copy of the credit card If the
customer does not have a credit card, they may request a portion of the deposit.

problem and solution

5. Customers steal items that the hotel provides for use in the room, such as
mugs, towels, lamps, other decorative items. In this case, how to deal with it,
make a sign or card in the room. Let customers know indirectly and politely
that Do not take things out of the room. or make a price tag on it If
customers want to buy it back as a souvenir. Otherwise, make a souvenir
shop. What kind of souvenir would the customer want? You can go to the
shop and choose it. We have them all.

Uniform

Game

ปี ที่ 1 • ฉ บั บ ที่ 8 • ก ร ก ฎ า ค ม 2 5 6 2

VC = ?






Vacant Clean

VD = ?




Vacant Dirty

VCI = ?



Vacant Clean

Inspected

OC = ?






Occupied Clean

Reference

https://www.a-lisa.net/topic/3327

https://enlistgroup.com/2019/09/12/housekeeping-
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%B9%81%E0%B8%A1%E0%B9%88%E0%B8%9A%E0%B
9%89%E0%B8%B2%E0%B8%99/

https://www.acslocks.com/th/hotel-
housekeeping/#Hotel_Housekeeping_Procedures