NOTA SOP20073

PENGENALAN
KEPADA

HOUSEKEEPING
DEPARTMENT
&
LINEN
DEPARTMENT

DEFINITION OF HOUSEKEEPING

Defined as the provision of a clean, comfortable
and safe environment.

Should be able to provide a quick and through
servicing of bedrooms and public areas to a high
standard consistency and with as little
inconvenience to the guest.



OBJECTIVES OF HOUSEKEEPING

TO PROVIDE – clean, safe and comfortable
environment

TO PROTECT AND MAINTAIN – cleanliness of
building and surrounding

TO CONFIRM –sanitation requirement of health
law

TO EXTEND – friendly and courteous service

IMPORTANCE OF HOUSEKEEPING

First impression – looking at the condition of the
room, will give good/bad impression to the hotel as
a whole

Provide friendly and efficient manner of hospitality
and services – assisting guest and helping them

Prporvoidviede‘hcoommefo-arwtaabyle-feronmvi-rhoonmmee’ntfeeling to guests –
Maintain excellent standards of services and

chloetaenlliness in the best insurance for investment in a



AREA OF RESPONSIBILITIES

FRONT OF THE HOUSE BACK OF THE HOUSE

•Hotel entrance/porch •Service lift
•Lobbies •Service corridors/passageway
•Guestrooms •Storage areas.
•Public areas •Laundry rooms.
•Elevators and escalators •Linen room
•Banquets •Staff prayer rooms.
•Public restrooms •Emergency exit stairway.
•Swimming pool areas •Offices
•Kitchen



HOUSEKEEPING SHIFTS

Most hotels operate 24 hours and covered in 3 shifts. Each shift’s
duration is 9 hours.

1. STRAIGHT SHIFT
• Extends for a period of 9 hours with a break of 1 hour.
2. NIGHT SHIFT / GRAVEYARD SHIFT
• Starts from 10 pm and ends at 7 am.
3. SPLIT SHIFT
• Split 2 sessions that add up to regular shift of 9 hours. This includes

a break approximately 4-6 hours.
4. ROTATING SHIFT
• An employee may be given a particular shift for a week or two

weeks, and then changed over to the next shift. The rotation is done
to ensure that all employees get a fair share of all the shifts.

THE HOUSEKEEPING DAILY
ACTIVITIES

• Opening of Housekeeping Office
 At 6.30 am, 7.00 am shift room attendants and supervisor arrive.
Supervisor assigns room attendants to service early check out
rooms.
 Supervisors make adjustment in the room assignments.
 Desk clerk prints all room status report for distribution to
staff and supervisor.
 Supervisor prepares room assignment for distribution.
 At 7.45 am supervisor –

• Gives briefing to staff on the day’s activities or special
assignments.

• Distribute room assignments.

• Issue key to room attendants.

THE HOUSEKEEPING DAILY
ACTIVITIES

• Morning activities (8.00 am – 3.00 pm)
 Most housekeeping department starts their daily routine at
about
8.00 am.
 Once the room attendant receives her assignment, she
should carefully checked the status of each room.
 If there already a vacant dirty room assignment, then she
should proceed to clean this room first.
 Some hotels practice PHYSICAL CHECK of room, in which
the maids has to enter every room assigned for her. The
purpose:

• To find out actual status of rooms

• To check for laundry – laundry can be collected and delivered to
guest on time

• To check for minibar consumption minibar losses can be minimized

THE HOUSEKEEPING DAILY
ACTIVITIES

• Evening activities of maid
 To service quota of rooms
 To do PM room physical check
 To service previously DND rooms
 To do turn-down service
 To service late check-out rooms

• The final step in each evening’s activity is for the supervisor to
assemble all reports, forms and paperwork associated with the
day’s activities for filing according to date.

• After 11.00 pm, all guest calls to HK are diverted to front office
department.

ORGANIZATIONAL STRUCTURE

JOB DESCRIPTION

EXECUTIVE HOUSEKEEPER ASSISTANT HOUSEKEEPER
(Director of Housekeeping) (Housekeeping Manager)

• Oversee the overall administration • To assist Executive
and operation of the department. Housekeeper.

• To ensure excellence in • Co-ordinates with other
housekeeping sanitation, safety, department.
comfort for hotel guests.
• Monitoring inventory.
• To act as a source of contact in
interdepartmental communication. • To improve efficiency and
productivity
• To provide budget, budget control
and forecasting to upper • Assigns day to day
management. responsibility to supervisors
and staff.
• Reports to the General Manager
and Room Division Manager • Reports to the Executive
Housekeeper.

JOB DESCRIPTION

DEPUTY HOUSEKEEPER FLOOR SUPERVISOR

• To assist Executive Housekeeper. • Reports to the Assistant
Housekeeper.
• Large hotel may have a deputy
housekeeper to whom the assistant • Have final responsibility for
housekeeper report. the condition of guestroom
(inspect the guestroom).
Responsibilities :
Responsibilities:
• Check and ensure all guestrooms,
public areas and back of the house • Prepare daily assignments.
areas are clean and well maintained.
• Supervise and monitor staff.
• Inspect the work done by contractors,
for example pest control and outside • Emphasis on safety and
window cleaning. security.

• Develop and implement training • Training.
programs.
• Keep record on movement of
• Take charge of HK department in the chemical, equipment, keys
absence of EK. and staff attendance.

JOB DESCRIPTION

GUESTROOM ATTENDANTS / MAIDS

• Report to the Floor Supervisor.
• Generally hotels employ one room maid per 15-20 rooms.
• Most hotels use the term attendant rather than maid since men already

entered this arena earlier dominated by women.
Responsibilities:
• Cleaning and tidying rooms.
• Change guestroom and bathroom linen.
• Make guestrooms beds.
• Be responsible for getting guest laundry processed.
•Replenish the trolley with guest supplies, cleaning agents and linen.
Evening maids :
- Turn down service / Second service
- Extra work

JOB DESCRIPTION

UNIFORM ROOM SUPERVISOR UNIFORM ROOM ATTENDANT

• Reports to the Assistant • Reports to the Uniform Room
Housekeeper. Supervisor.

• Responsible for the maintenance of • In the actual contact with the
hotel staff uniforms staff for the issue of uniforms.

Responsibilities : Responsibilities:

• Providing clean, serviceable uniforms • Issue clean uniforms while
to the staff of the hotel. receiving soiled one.

• Keep an inventory control of various • Send soiled uniforms for
uniforms in various stages of use. laundering

• Set the budget for additional material • Examine the laundered items
for staff uniforms.
• Send torn uniform to the
• Checking repaired uniforms from seamstress
tailor room.
• Keep a count of uniforms.

• Count and record uniforms.

JOB DESCRIPTION

LINEN ROOM SUPERVISOR LINEN ROOM ATTENDANT

• Reports to the assistant housekeeper. • Reports to the Linen Room
Supervisor.
• Supervises the work of the linen room
and may have several linen attendants Responsibilities:
to assist him/her.
• Sorting all the bed sheets,
Responsibilities : pillowcases, towels, napkins, table
cloths into separate stacks.
• Responsible for the entire hotel’s linen.
• Issue clean linen on a clean-for-
• Send dirty linen to the laundry after soiled basis.
checking them piece by piece.
• Place soiled linen in containers and
• Checking repaired linen from tailor send to laundry.
room.
• Examine and count items on their
• Maintain a register of linen movements return from laundry.
and check the linen regularly.
• Send torn articles to the seamstress
• Supervise the work of the linen for repair.
attendants and tailors.
• Maintain proper records.

JOB DESCRIPTION

NIGHT SUPERVISOR

• Reports to the Assistant NIGHT ATTENDANT
Housekeeper.
• Reports to the Night Shift
• Supervises all night staff engaged in Supervisor.
the cleaning of public areas and
guestrooms in the hotel. Responsibilities:
• Reporting any safety issues to
Responsibilities :
the Night Supervisor.
• Ensure all public areas are cleaned at • Performing housekeeping
night (low traffic).
duties during night.
• Organize special cleaning of rooms
as required.

• Ensuring the provision of guest
supplies such as water bottle, extra
bed or towels.

• Help with the training staff.

• Report any safety and security
hazards.

JOB DESCRIPTION

PUBLIC AREA SUPERVISOR

• Reports to the Assistant PUBLIC AREA ATTENDANT
Housekeeper.
• Reports to the Public Area
Responsibilities : Supervisor.

• Ensure all public areas are kept clean Responsibilities:
all times. • Clean all the public areas.
• Keeping the parking, lobbies,
• Organize special cleaning of public
areas. lifts, elevators and corridors in
best maintained status.
• Ensure all maintenance jobs are • Keeping these areas smelling
attended by maintenance department fresh and clean.

• Ensure that flower arrangements are
placed in appropriate places in the
public areas.

• Ensure banquet halls and conference
halls are kept ready for functions and
conferences.

• Supervise operating staff.

JOB DESCRIPTION

STOREKEEPER HOUSE PORTER

• Reports to the Floor Supervisor • Reports to the Public Area
Supervisor.
Responsibilities:
• Job involves heavy physical
• Control the stock of equipment. work.

• Store cleaning materials and Responsibilities:
cleaning agents.
• Clean and shampoo carpet
• Issue cleaning equipment and
cleaning materials as per • Shift and arrange beds, chairs
demand. and heavy furniture.

• Prepare the requisition for used • Clean the swimming pool.
up material and purchase new
products. • Take down and re-hang curtains
as needed.
• Interaction with purchase
department. • Wash walls, chandeliers and
other hard to reach areas.

JOB DESCRIPTION

TAILORS / SEAMSTRESSES LAUNDRY WORKERS

• Reports to the Linen Room • Reports to the Linen Room
Supervisor. Supervisor.

Responsibilities: Responsibilities:

• Repair all damaged linen. • Sort soiled linen according to the
fabric types, colors and degree of
• Repair all the damaged uniforms. soiling.

• Repair guest’s clothes if • Load linen into washing
damaged. machines.

• Refurnish all damaged • Load washed linen into dryers.
upholstery.
• Transport soiled linen to the
laundry and washed linen to the
linen room.

• Keep the laundry clean.

HOUSEKEEPING INTERACTION WITH
OTHER DEPARTMENT

• FRONT OFFICE
 exchange information on room status.
 guest feedback and skippers
 lost and found item
 special request

• ENGINEERING/MAINTENANCE
 task of fixing "out of order" furniture and fixtures.
 checking on the room condition.
 Housekeeping hand over rooms to

Engineering Department for major
repair or renovations.
 Routine maintenance.

HOUSEKEEPING INTERACTION WITH
OTHER DEPARTMENT

• SECURITY
 Housekeeping personnel work directly with the guest

room area.
 work closely to eliminate thefts and violence.

• FOOD AND BEVERAGE
 coordination of housekeeping with the restaurant

and banquet halls
 room service
 both restaurant and kitchen staff required clean

uniform on a daily basis.

• STORES
 keeping stock

HOUSEKEEPING INTERACTION WITH
OTHER DEPARTMENT

• PERSONNEL / HR DEPARTMENT
 recruitment of housekeeping staff, managing staff salaries & wages
 addressing indiscipline
 issuing identify card, running induction program
 promotion, appraisals and organizing training sessions.

• PURCHASING
 purchase out of stock item for housekeeping
 form of a purchase requisition.

• SALES & MARKETING
 inform HK of the occupancy forecast for the entire year.
 enable HK to budget for the necessary expenses.

PERALATAN HOUSEKEEPING































Senaraikan peralatan mekanikal dan peralatan kecil
di Housekeeping dan Linen



Amalan Kelestarian
Alam

DEFINISI GREEN PRACTICES

Green cleaning refers to using cleaning methods and products with
environmentally friendly ingredients and procedures which are designed to
preserve human health and environmental quality.

It has now become a norm for all the hotels to have a 'green cleaning policy'. This involves,
amongst other aspects, a re-evaluation of cleaning products and practices being used currently
to improve the indoor air quality, to be environment-sensitive and responsible.

Environment is a place where humans as well as plants and animals live. It is necessary to keep
our environment clean because we get fresh air, reduced pollution etc. An unclean environment
leads to a bad condition of a society, arrival of diseases and many more.

What are the benefits for ECOTEL® Hotels? Lower operating costs, greater profits through a
focused effort on reducing waste generation and increasing operational efficiencies.

“Green Environment” relates to the concerns for environmental conservation and improved
health of the environment. This includes supporting practices like informed consumption,
conservation practices and investment in renewable energy.
An eco hotel, or a green hotel, is an environmentally sustainable hotel or accommodation that
has made important environmental improvements to its structure in order to minimize its
impact on the natural environment.

CONTOH GREEN PRACTICES

Eco-smart cleaning solutions must be used with dilutions. Eg., lime juice, eucalyptus oil, vinegar,
etc. 100% recycled toilet paper, centerfold towels, tissue paper, trash can liners are coreless
compostable. Employees should switch off lights and fans that are not in use.
Educate your staff to:
Turn off lights and turn down heating/air conditioning in unoccupied rooms or employee-only areas.
Continually check for and respond to leaking faucets and toilets.
Close/open drapes to reduce the need for heating/air conditioning.
You can make a hotel more environmentally sustainable byemploying best practices to reduce
energy and water consumption and waste generation. These may include using energy- and water-
efficient appliances, smart devices, and more efficient streamlined or automated systems.
Some of the recommendations to reduce utility expenses include: Using energy-efficient bulbs and
installing occupancy sensors to ensure they turn off when guests leave the room.

PENGURUSAN STOR
PERALATAN, LINEN DAN

BAHAN PENCUCI
PEMBERSIHAN

LINEN STOR

TYPE OF LINEN STORE

 CENTRALIZED LINEN ROOM

LINEN DISTRIBUTED FROM ONE PARTICULAR PLACE- A CENTRAL
DEPOT.

 DE-CENTRALIZED LINEN ROOM

EACH FLOOR MAINTAINS ITS OWN PAR STOCK,THESE ARE REPLENISHED
FROM ONE MAIN LINEN ROOM.