Housekeeping

01841202 English for Housekeeping
Miss Kleepattra Srisurach 116330102012-4 No.11
Rajamangala University of Technology Thanyaburi

1. Definition of Housekeeping
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and

aesthetically appealing environment’. By another definition,‘housekeeping is an operational
department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of
rooms, public areas, back areas and the surroundings’.

2. Role of Housekeeping
Housekeeping department in hotel ensures the cleanliness, maintenance, and

aesthetic appeal of all rooms and public areas. The housekeeping department not only
turnarounds (prepares and clean guestrooms) on a timely manner it also cleans and maintains
everything in the hotel so that the property is as fresh and attractive similar to the day when
it opened the doors for the business.

The effort that the housekeeping makes in giving a guest a desirable room has a direct
bearing on the guest’s experience in a hotel. There are more employees working in the
housekeeping department when compared to any other hotel departments.

Housekeeping also coordinates closely with the maintenance or engineering
department, as the housekeeping staff identifies different types of maintenance issues while
cleaning the rooms and reports to the maintenance team for rectification or replacement.
Example snags or issue with the TV, AC, Heating unit, Plumbing, Lighting, Electrical faults,
Furniture, Toilet, Vanity, Tub, Towels racks, Ventilation issues etc.

The role of housekeeping can change depending upon the type or category of the
hotel, for example only in a luxury or full-service hotel evening or turndown services are
offered by the housekeeping department. The housekeeping department is one of the major
'Support Centre' in the hotel as it doesn't generate any major revenue for the hotel.

3. Housekeeping Department Organizational Chart - Large Hotel / 5 Star / Full Service

The housekeeping department in a large hotel or 5 Star Hotel is headed by the
executive housekeeper. He/she reports to the general manager, or to the resident manager,
or the rooms division 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.

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

The Housekeeping Organizational Chart in a large hotel also contains multiple
supervisors for each section of the housekeeping like the Laundy, Desk Control, Floor
Supervisor, Public Area Supervisor, Night Supervisor etc. each of these supervisors reports to
the Assitant Housekeeper or the Executive housekeeper.

4. Housekeeping Department Organizational Chart - Medium Hotel / 3-4 Star Hotel /
Mid-Range Service Hotel

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.

The deputy housekeeper assists the executive housekeeper and looks after the various
areas of responsibility in the hotel, that is, floors, public areas, the linen room, desk control
and staffing etc.

The Housekeeping Organizational Chart in a Medium hotel also contains multiple
supervisors for each section of the housekeeping like the Laundy, Desk Control, Floor
Supervisor, Public Area Supervisor etc. each of these supervisors reports to the Assitant
Housekeeper or the Executive housekeeper.

Further down the Housekeeping organizational structure, we have the Room boys,
Housekeeping Attendants, Laundry Attendants, Gardeners, Tailors, Trainees, Apprentice etc.
Find below the organization chart of the housekeeping department in a mid-range service
hotel.

5. Housekeeping Department Organizational Chart - Small Hotel / 1-2 Star Hotel / Budget
or Limited Service Hotel

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.

In small hotels, the executive housekeeper controls the various areas of responsibility
in the hotel, that is, floors, public areas, the linen room, desk control, inventory and staffing
etc.

The Housekeeping Organizational Chart in a Budget hotel has only two supervisors only
one for the desk control and linen and the other supervisor is to manage all aspects of the
rooms and public area. Both of these supervisors report to the Housekeeping Manager or EHK.

Further down the Housekeeping organizational structure, we have the Room boys,
Housekeeping Attendants, Laundry Attendants, Gardeners, Tailors, Trainees, Apprentice etc.
Find below the organization chart of the housekeeping department in a small-sized hotel.

6. Housekeeping Department Organizational Chart - Business Hotel

The housekeeping department in a Business 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.

The Assistant housekeeper helps the executive housekeeper in the day to day activities
and looks after the various areas of responsibility in the hotel, that is, floors, public areas, the
linen room, desk control, inventory and staffing etc.

The Housekeeping Organizational Chart in a Business Hotel also contains multiple
supervisors for each section of the housekeeping like the Laundy, Desk Control, Floor
Supervisor, Public Area Supervisor etc. each of these supervisors reports to the Assitant
Housekeeper or the Executive housekeeper.

7. Main Responsibilities of Housekeeping

1. To ensure well furnished and maintained guestrooms and public areas.
2. To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for

hotel guests.
3. To oversee the coordination of and administer all housekeeping programs and projects.
4. To act as a source of contact in interdepartmental communications, vendors,

professional agencies etc.
5. To act provide a budget, budget control, and forecasting related to housekeeping.
6. To achieve the maximum efficiency in ensuring the care and comfort of guests & in

the smooth functioning of the department.
7. To establish a welcoming atmosphere.
8. To ensure courteousness, reliable service from all staff to the guest.
9. To ensure a high standard of cleanliness and general upkeep in all areas for which the

department is responsible.
10. To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs

etc, as well as to maintain an inventory for the same.

8. Housekeeping Uniform

Room maid and Room Boy
(From: Kleepattra Srisurach,2022)
Tips for Selecting perfect Hotel Uniform
1. The number one point is the functionality of the position. It is important to
ensure the garment is made to fit for the purpose of the garment, this is a big
priority.
2. Number two is the durability of the fabric and the construction of the garment.
Good manufacturing processes without shortcuts taken are essential for the
perfect uniform. Shortcuts could include using poor quality facing fabric in suit
lapels for example.
3. The third point is the correct choice of fabric; a fabric can withstand the
industrial laundry process. Usually, a combination of 60% polyester and 40% viscose
for pants and suiting is the most successful. She also recommended micro-fiber and
100% polyester for pants and suiting though this does not breathe so well.

Reference

Cassandra Roberts, (2016), Role of Housekeeping in Hospitality Industry. Retrieved 16 June
2022, from https://www.linkedin.com/pulse/role-housekeeping-hospitality-industry-
cassandra-roberts
Setup My Hotel, (2022), Housekeeping. Retrieved 15 June 2022, from
https://setupmyhotel.com/train-my-hotel-staff/page/3.html