2. 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.
2
DEFINITION OF HOUSEKEEPING
3. 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
3
OBJECTIVES OF HOUSEKEEPING
4. 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
Provide ‘home-away-from-home’ feeling to guests –
provide comfortable environment
Maintain excellent standards of services and
cleanliness in the best insurance for investment in a
hotel
4
IMPORTANCE OF HOUSEKEEPING
5. Maintaining cleanliness
Reporting any damages and repairs
Being alert of safety hazard
Proper disposal of trash
Coordinating
5
RESPONSIBILITIES OF
HOUSEKEEPING
7. JOB DESCRIPTION
EXECUTIVE HOUSEKEEPER
(Director of Housekeeping)
ASSISTANT HOUSEKEEPER
(Housekeeping Manager)
• Oversee the overall administration
and operation of the department.
• To ensure excellence in
housekeeping sanitation, safety,
comfort for hotel guests.
• To act as a source of contact in
interdepartmental communication.
• To provide budget, budget control
and forecasting to upper
management.
• Reports to the General Manager
and Room Division Manager
• To assist Executive
Housekeeper.
• Co-ordinates with other
department.
• Monitoring inventory.
• To improve efficiency and
productivity
• Assigns day to day
responsibility to supervisors
and staff.
• Reports to the Executive
Housekeeper.
8. JOB DESCRIPTION
DEPUTY HOUSEKEEPER FLOOR SUPERVISOR
• To assist Executive Housekeeper.
• Large hotel may have a deputy
housekeeper to whom the assistant
housekeeper report.
Responsibilities :
• Check and ensure all guestrooms,
public areas and back of the house
areas are clean and well maintained.
• Inspect the work done by contractors,
for example pest control and outside
window cleaning.
• Develop and implement training
programs.
• Take charge of HK department in the
absence of EK.
• Reports to the Assistant
Housekeeper.
• Have final responsibility for
the condition of guestroom
(inspect the guestroom).
Responsibilities:
• Prepare daily assignments.
• Supervise and monitor staff.
• Emphasis on safety and
security.
• Training.
• Keep record on movement of
chemical, equipment, keys
and staff attendance.
9. 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
10. JOB DESCRIPTION
UNIFORM ROOM SUPERVISOR UNIFORM ROOM ATTENDANT
• Reports to the Assistant
Housekeeper.
• Responsible for the maintenance of
hotel staff uniforms
Responsibilities :
• Providing clean, serviceable uniforms
to the staff of the hotel.
• Keep an inventory control of various
uniforms in various stages of use.
• Set the budget for additional material
for staff uniforms.
• Checking repaired uniforms from
tailor room.
• Reports to the Uniform Room
Supervisor.
• In the actual contact with the
staff for the issue of uniforms.
Responsibilities:
• Issue clean uniforms while
receiving soiled one.
• Send soiled uniforms for
laundering
• Examine the laundered items
• Send torn uniform to the
seamstress
• Keep a count of uniforms.
• Count and record uniforms.
11. JOB DESCRIPTION
LINEN ROOM SUPERVISOR LINEN ROOM ATTENDANT
• Reports to the assistant housekeeper.
• Supervises the work of the linen room
and may have several linen attendants
to assist him/her.
Responsibilities :
• Responsible for the entire hotel’s linen.
• Send dirty linen to the laundry after
checking them piece by piece.
• Checking repaired linen from tailor
room.
• Maintain a register of linen movements
and check the linen regularly.
• Supervise the work of the linen
attendants and tailors.
• Reports to the Linen Room
Supervisor.
Responsibilities:
• Sorting all the bed sheets,
pillowcases, towels, napkins, table
cloths into separate stacks.
• Issue clean linen on a clean-for-
soiled basis.
• Place soiled linen in containers and
send to laundry.
• Examine and count items on their
return from laundry.
• Send torn articles to the seamstress
for repair.
• Maintain proper records.
12. JOB DESCRIPTION
NIGHT SUPERVISOR
• Reports to the Assistant
Housekeeper.
• Supervises all night staff engaged in
the cleaning of public areas and
guestrooms in the hotel.
Responsibilities :
• Ensure all public areas are cleaned at
night (low traffic).
• 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.
NIGHT ATTENDANT
• Reports to the Night Shift
Supervisor.
Responsibilities:
• Reporting any safety issues to
the Night Supervisor.
• Performing housekeeping
duties during night.
13. JOB DESCRIPTION
PUBLIC AREA SUPERVISOR
• Reports to the Assistant
Housekeeper.
Responsibilities :
• Ensure all public areas are kept clean
all times.
• Organize special cleaning of public
areas.
• Ensure all maintenance jobs are
attended by maintenance department
• 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.
PUBLIC AREA ATTENDANT
• Reports to the Public Area
Supervisor.
Responsibilities:
• Clean all the public areas.
• Keeping the parking, lobbies,
lifts, elevators and corridors in
best maintained status.
• Keeping these areas smelling
fresh and clean.
14. JOB DESCRIPTION
STOREKEEPER
• Reports to the Floor Supervisor
Responsibilities:
• Control the stock of equipment.
• Store cleaning materials and
cleaning agents.
• Issue cleaning equipment and
cleaning materials as per
demand.
• Prepare the requisition for used
up material and purchase new
products.
• Interaction with purchase
department.
HOUSE PORTER
• Reports to the Public Area
Supervisor.
• Job involves heavy physical
work.
Responsibilities:
• Clean and shampoo carpet
• Shift and arrange beds, chairs
and heavy furniture.
• Clean the swimming pool.
• Take down and re-hang curtains
as needed.
• Wash walls, chandeliers and
other hard to reach areas.
15. JOB DESCRIPTION
TAILORS / SEAMSTRESSES
• Reports to the Linen Room
Supervisor.
Responsibilities:
• Repair all damaged linen.
• Repair all the damaged uniforms.
• Repair guest’s clothes if
damaged.
• Refurnish all damaged
upholstery.
LAUNDRY WORKERS
• Reports to the Linen Room
Supervisor.
Responsibilities:
• Sort soiled linen according to the
fabric types, colors and degree of
soiling.
• Load linen into washing
machines.
• Load washed linen into dryers.
• Transport soiled linen to the
laundry and washed linen to the
linen room.
• Keep the laundry clean.
17. 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.
18. 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
19. 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.
20. AREA OF RESPONSIBILITIES
FRONT OF THE HOUSE BACK OF THE HOUSE
•Hotel entrance/porch
•Lobbies
•Guestrooms
•Public areas
•Elevators and escalators
•Banquets
•Public restrooms
•Swimming pool areas
•Service lift
•Service corridors/passageway
•Storage areas.
•Laundry rooms.
•Linen room
•Staff prayer rooms.
•Emergency exit stairway.
•Offices
•Kitchen
22. 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.
23. 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.
24. 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
25. 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.
Notas do Editor
Coordinating the task, makesure finish by appropriate time
KH have 2 shifts – 7 – 4 / 2 - 11
Quota of rooms – balance of room that not yet serviced by morning shift