VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

INTERNSHIP REPORT IN HOUSEKEEPING DEPARTMENT

SUPERVISOR SKILLS IN HOUSEKEEPING
DEPARTMENT
Supervisor name: NGUYEN TUAN NGOC
Student name: LE TRAN GIA HUY
Student ID: 719H0984
Major: HOSPITALITY MANAGEMENT
Academic year: 2020-2021
Ho Chi Minh city, Aug 2021

1
 TABLE OF CONTENT

Table of content.............................................................................................................2

List of pictures...............................................................................................................4

List of tables..................................................................................................................5

1 Chapter 1. Key term and process of housekeeping................................................6

1.1 Brief lesson’s content:......................................................................................6

1.1.1 Room status:..............................................................................................6

1.1.2 Several common terms:.............................................................................6

1.1.3 Several standard rooms classes and types:.................................................6

1.1.4 Room service without guest:......................................................................7

1.1.5 Occupied room service:.............................................................................7

1.1.6 Vacant clean and vacant ready room service:............................................8

1.1.7 Turndown service:.....................................................................................8

2 Chapter 2. Supervision on housekeeping...............................................................9

2.1 Brief of lesson’s content:..................................................................................9

2.1.1 Relationship between others department:..................................................9

2.1.2 Roster of HK staff:.....................................................................................9

2.1.3 Merchandise management and storage arrangement:.................................9

2.1.4 Process of manage and arrange merchandise in storage:.........................11

2.2 After-class exercise:.......................................................................................11

3 Chapter 3. Supervise guest room area..................................................................17

3.1 Brief of lesson’s content:................................................................................17

2
 3.1.1 Responsibility of HK Supervisor:............................................................17

3.1.2 Several tasks of HK Supervisor:..............................................................17

4 Chapter 4. Supervise public area..........................................................................20

4.1 Brief of lesson’s content:................................................................................20

4.1.1 Responsibility of HK supervisor:.............................................................20

4.1.2 Guest room’s toilet cleaning and maintenance:.......................................20

4.1.3 Maintain several common types of floors:...............................................21

4.1.4 Bonsai care and insect treatment:.............................................................22

4.1.5 Insects treatment:.....................................................................................22

5 Chapter 5. Supervise laundry area.......................................................................23

5.1 Brief of lesson’s content:................................................................................23

5.1.1 Responsibility of HK supervisor:.............................................................23

5.1.2 Laundry devices:......................................................................................23

5.1.3 Process of linen washing:........................................................................24

5.1.4 Washing formula and common chemicals in hotel:.................................24

5.1.5 Common linen types:...............................................................................24

5.1.6 Process of linen washing (for guest):.......................................................25

6 Conclusion...........................................................................................................26

7 Addendum...........................................................................................................27

3
 LIST OF PICTURES
Image 1 Process of making-up the room without customer inside.................................7

Image 2 Every department relate to each other..............................................................9

Image 3 How linen is solved........................................................................................10

Image 4 How the supervisor works in storage room....................................................11

Image 5 Transformation of room status.......................................................................18

Image 6 The job for supervisor....................................................................................18

Image 7 Lost & found situation and how to solve it....................................................18

Image 8 Maintenance...................................................................................................19

Image 9 Human resources in laundry department........................................................23

Image 10 Linen washing..............................................................................................24

Image 11 Linen washing for customer which is staying in the hotel............................25

4
 LIST OF TABLES

Table 1 Common classes, types and beds..................................................................6

Table 2 Minimum of bed sheet and duvet need to buy............................................13

Table 3 Maximum of bed sheet and duvet need to buy...........................................13

Table 4 Result for bath towel...................................................................................14

Table 5 Result for bath mats....................................................................................14

Table 6 Result for pillow.........................................................................................14

Table 7 Result for pillow cover...............................................................................15

Table 8 Standards for each room.............................................................................15

Table 9 Result for Ex3.............................................................................................15

Table 10 Result for Ex3...........................................................................................16

Table 11 Cleaning carpet.........................................................................................21

Table 12 Cleaning marble floor...............................................................................21

Table 13 Cleaning granite floor...............................................................................21

Table 14 Common chemicals in housekeeping department.....................................24

Table 15 Common linen in housekeeping department.............................................24

5
 1 CHAPTER 1. KEY TERM AND PROCESS OF
HOUSEKEEPING
1.1 Brief lesson’s content:
1.1.1 Room status:

 Room  R/S: Refused  VM: Vacant

Occupancy Service Maintenance
 Make up room  DND: Do Not  OOO: Out of
 C/I: Check In Disturb Order
 OCC: Occupied  ONB: Occupied  Arrival list
 C/O: Check Out No Baggage  Walk in Guest
 VD: Vacant  LB: Light  VIP
Dirty Baggage  SLO: Slept Out
 VR: Vacant  DL: Double  OOT: Out of
Ready Lock Town
 HU: House Use

1.1.2 Several common terms:

 Work sheet  Amenity/Ameni  EP: Extra

ties Person
 Housekeeping
Trolley  Complimentary  EB: Extra Bed
 Long staying  Touch Up  BC: Baby Cot
guest/room
 Guest room key  DU: Day Use
 Connecting
 Master key  Late C/O
room/door
 Grand master  HG:
 Room status
key Handicapped
guest/room
1.1.3 Several standard rooms classes and types:

Table 1 Common classes, types and beds

Classes Types Beds

Standard Twin Twin (100x200cm)
Superior Double Twin XL (120x200cm)

6
 Deluxe Triple Full (140x200cm)
Suite Family Queen (160x200cm)
President Connecting King (200x200cm)
Apartment/Villa Super King (220x200cm)
Hotel Apartments

1.1.4 Room service without guest:

Shut the
Get in
door and
the room
report

Turn off
the light
Double
and open
check
the
window

Check
trash can,
Clean up
lost
bathroom
items,
devices

Make up
Vacuuming
room

Set up Clean
utensils dust

Image 1 Process of making-up the room without customer inside

1.1.5 Occupied room service:

The process of make-up room is exactly the same with 1.1.4.

Only make-up room when the guest allows you to do.
Do not touch anything belong to the guest.
Report to the supervisor if there is valuable item in trash can.
Special care for VIP room.
Always give priority to cleaning VIP room.
1.1.6 Vacant clean and vacant ready room service:

 If VC/VR room is change to VD, must report this to the supervisor.

7
  Wipe all furniture’s surface with warm cloth.
 Double check on bed, linen stuff, trash can, electrical devices and utensils. If
anything of them is missing, add more.
1.1.7 Turndown service:

Conception:
 This is the evening make-up room service for occupied and expected arrival.
 Only occur in 4-5 star hotels for lone guest, high-end and VIP room.
 Time service: 5pm-9pm (VTOS standards).
Process:
 Bedroom: close curtains, clean trash, make-up room, place decoration
(vase, menu, gift…), replace all consumable equipment, adjust the room
temperature.
 Bathroom: Clean trash can, replace consumable utensils…
 Note: If the guest is in the room, make it quick and say good night when
everything is done.

8
 2 CHAPTER 2. SUPERVISION ON HOUSEKEEPING
2.1 Brief of lesson’s content:
2.1.1 Relationship between others department:

Image 2 Every department relate to each other

2.1.2 Roster of HK staff:

Basic tasks for specific staff:

Housekeeping employee: 12-16 rooms per shift (depends on how big the room is).
Supervisor: 70-90 rooms per shift.
Order taker at least 1 per shift.
Statutory holiday:
AL: Annual Leave (12 days).
PH: Public Holiday (10 days – compensatory leave 3 days).
SL: Sick Leave (base on medical bill).
ML: Marriage Leave (3 days).
OFF: 1-1.5 days per week.
CP: funeral (3 days)
Formula to calculate average number of staff:
Number of staff = Staff per shift x compensation factor x number of shift.
2.1.3 Merchandise management and storage arrangement:

Arrangement:

9
Neatly and clearly arrange the shelves.
Always put light stuff on high and heavy one below.
Linen must be stored on palet, at least 30 cm from the ground.
Goods that relate to mini bar, fresh food or drink will stick to FIFO (First in First out)
rule.
Bottles contain liquid chemicals (amenities) should be stored separately.
Import and export control:

FULLY PREPARE

AMENITIES REPORT MONTHLY

CHEMICAL CONSUMPTION
LINEN

MONTHLY QUANTITY
SUGGESTION

Circle of linen:

Image 3 How linen is solved

10
2.1.4 Process of manage and arrange merchandise in storage:

Image 4 How the supervisor works in storage room

2.2 After-class exercise:

Ex1: Calculate the required human resources for HK: Rex Hotel with 286 rooms
(According to curriculum of supervisor). The average occupancy of room is 75%.
Day OFF: 52 + 12 + (10 x 3) =94 days
Number of work days: 365 – 94 =271 days/year
Personnel balance coefficient: 365/271 = 1.34
Staff per day: 286/14 = 20
Staff in rooms area needs: 20 x 75% = 15 + 4 = 19
Staff need for replacement: 19 x 1.34 = 25.46 = 26
Supervisor for morning shift: 286/90 x 1.34 = 4.26 = 5
Supervisor for afternoon shift: 1 x 1.34 = 1
Clerks: 2 x 1.34 =2.68 =3
Roster:

11
Ex2: Calculate the amount of fabric to but for the HK department:
Theory: Rex Hotel with 286 rooms. The average occupancy of room is 75%. The hotel
has: 35% Twin room (T bed), 5% triple room (3T bed). 15% bed room (Q bed), 25%
bed room (K bed) and 20% (Q+T bed).
Answer sheet:
a) Bed sheet + duvet cover:
Table 2 Minimum of bed sheet and duvet need to buy

Bed Total Percentage Number Bed Minimum Minimum Total in

type rooms of beds sheet norm of sheet + Minimum

12
 duvet
A+A1+A2
(T) 286 35% 100 x 2 1 2.5 500 (A)
=748
(3T) 286 5% 14 x 3 1 2.5 105 (A1)
107.5 = B+B1=
(Q) 286 15% 43 1 2.5
108 (B) 251
(K) 286 25% 72 1 2.5 180 180
142.5
(Q+T) 286 20% 57 (T) 1 2.5
=143 (A2)
142.5 =
57 (Q) 1 2.5
143 (B1)

Table 3 Maximum of bed sheet and duvet need to buy

Maximum
Bed Total Number Bed Maximu Total in
Percentage of sheet +
type rooms of beds sheet m norm Maximum
duvet
A+A1+A2
(T) 286 35% 100 x 2 1 3.5 700 (A)
=1047
(3T) 286 5% 14 x 3 1 3.5 147 (A1)
150.5 =151 B+B1
(Q) 286 15% 43 1 3.5
(B) =351
(K) 286 25% 72 1 3.5 252 252
199.5 =200
(Q+T) 286 20% 57 (T) 1 3.5
(A2)
199.5 =200
57 (Q) 1 3.5
(B1)

b) Bath towel and bath mats:

Table 4 Result for bath towel

Bed Total Number Bath Standard Total bath

Percentage
types rooms of rooms towel base towel
(T) 286 35% 100 2 4.5 900
(3T) 286 5% 14 3 4.5 189
(Q) 286 15% 43 2 4.5 387
(K) 286 25% 72 2 4.5 648
(Q+T) 286 20% 57 3 4.5 769.5 =770
TOTAL OF BATH TOWEL NEED TO BUY: 2894

Table 5 Result for bath mats

Bed Total Number Standard Total bath

Percentage Bath mats
types rooms of rooms base mats

13
 (T) 286 35% 100 1 4.5 450
(3T) 286 5% 14 1 4.5 63
(Q) 286 15% 43 1 4.5 193.5 =194
(K) 286 25% 72 1 4.5 324
(Q+T) 286 20% 57 1 4.5 256.5 =257
TOTAL OF BATH MATS NEED TO BUY: 1288

c) Pillow and Pillow cover:

Table 6 Result for pillow

Total Number
Bed Standard Pillow
room Percentage of Pillow Pillow Total
types base extra
s rooms
(T) 286 35% 100 2 1.1 220 100 320
(3T) 286 5% 14 3 1.1 46 14 60
94.6
(Q) 286 15% 43 2 1.1 43 138
=95
158.4
(K) 286 25% 72 2 1.1 72 231
=159
188.1
(Q+T) 286 20% 57 3 1.1 57 245
=188
TOTAL OF PILLOW NEED TO BUY 994

Table 7 Result for pillow cover

Total Number
Bed Standard Pillow
room Percentage of Pillow Pillow Total
types base extra
s rooms
(T) 286 35% 100 2 3.5 700 100 800
(3T) 286 5% 14 3 3.5 147 14 161
(Q) 286 15% 43 2 3.5 301 43 344
(K) 286 25% 72 2 3.5 504 72 576
598.5
(Q+T) 286 20% 57 3 3.5 57 656
=599
TOTAL OF PILLOWCOVER NEED TO BUY 2537

Ex3: Calculate amenities need to buy:

Table 8 Standards for each room

Amenities Uni Amenities Unit

t
Sanitary
Soap 2 2
bag

14
 Shower
Shampoo 2 2
cap
Bath gel 2 Sewing kit 1
Toothbrush 2 Nail file 1
Shoes
Comb 2 1
Polish
Cotton According to the number of
2 Slippers
buds guests in each room

Soap, shampoo, bath gel, toothbrush, comb, cotton buds, sanitary bag, shower cap:
 Minimum= (286 x 80% x 2 x 60) + 14 =27.470 (unit).
 Maximum= 27.470 x 2 =54.940 (unit).
Table 9 Result for Ex3

Total Occupancy Realistic Amenities Number Minimum Maximum

rooms rooms of days
286 80% 228.8 2 60 27 470 54 940

Sewing kit, Nail file, Shoes polish:

 Minimum= (286 x 80% x 1 x 60) + 14 =13.742 (unit).
 Maximum= 13.742 x 2 =27.484 (unit).
Table 10 Result for Ex3

Total Occupancy Realistic Amenities Number Minimum Maximum

rooms rooms of days
286 80% 228.8 1 60 13 742 27 484

Slippers:
 Minimum= [(100 x 2) + (14 x 3) + (43 x 2) + (72 x 2) + (57 x 3)] x 80% x 60
=30.864 (unit).
 Maximum= 30.864 x 2 =61728 (unit).

15
 3 CHAPTER 3. SUPERVISE GUEST ROOM AREA
3.1 Brief of lesson’s content:
3.1.1 Responsibility of HK Supervisor:
Scope and responsibility: Coordinate work task and work shift.
Duty:
 Assign staff for cleaning guest room area, bedroom, balcony and hallway.
 Double check on everything in guest room area and ensure that every
consumable objects have been replaced with the new one.
 Check room status, note down, and assign status room announcement.
Right:
 Assign task for inferior and rate staff.
 Has the right to do judgement on inferior.
Standards:
Leadership. Knowledgeable about HK. Good at language.
Understand system, Know how to use manage Can basically use office
electrical devices and software. computer.
hotel’s decoration.

3.1.2 Several tasks of HK Supervisor:

Morning shift:
 Assign staff to clean guest rooms,
 Check room status and report back to FO department and the online system.
 Write down everything in the logbook and handover for afternoon shift.
Afternoon shift:
 Assign staff to do turndown service, refill minibar, clean up some specific area.
 Double check on rooms status and electrical devices then report to online
system.
 Note the logbook and handover it.
Assign room for the staff and check:

16
 Image 5 Transformation of room status

Image 6 The job for supervisor

Lost and found situation:

Image 7 Lost & found situation and how to solve it

17
Maintenance process:

Image 8 Maintenance

Periodic work at guest rooms:

 Note every single work that the staff has done into a template form.
 Ensure the HK staff to turn mattress monthly.
 Double check the logbook whenever handover shift.

18
 4 CHAPTER 4. SUPERVISE PUBLIC AREA
4.1 Brief of lesson’s content:
4.1.1 Responsibility of HK supervisor:
Scope and responsibility: Coordinate work task and work shift.
Duty:
Assign periodical work for staff and scheduled day off.
Operate the floor maintenance and often check the cleanliness of the public area.
Ensure the staff follow the hotel’s rules. Safety first.
Double check on every single electrical device.
Operate the environment around the hotel. Plant care is important.
Staff training and handle lost & found situation.
Right:
Work assignment, maneuver, checking, operate staff around public area.
Bring judgement to the staff whenever they commit mistakes.
Standards:
Knowledge about electrical devices Knowledge about floor maintenance
Can use every electrical devices Knowledge about process of fire protection.
4.1.2 Guest room’s toilet cleaning and maintenance:

Step 1: Make sure to prepare for every utensil. (Sanitary products, gloves…)
Step 2: Wash hands with antibacterial soap, dry hands and put on gloves.
Step 3: Goggles is on, mix chemical and put them in bottle with label on it.
Step 4: Knock the door like housekeeping make-up room process.
Step 5:
1. Spray Crew chemical into toilets and 6. Scrub toilets and urinals. (Forward DC
urinals. required)
2. Change garbage bag and clean the can 7. Resupply hand soap, paper tissue.
with Forward DC.
3. Sweep the floor. 8. Mopping the floor.
4. Wipe glass and clean the hand sink. 9. Note into quality control check list.
5. Clean dust. 10. Clean utensils and put them in
storage.

19
4.1.3 Maintain several common types of floors:

Carpet:
Table 11 Cleaning carpet

Method Commuting Commuting Commuting

(Low) (Med) (High)
Vacuuming Daily Daily Daily
Remove spots, stains As soon as As soon as As soon as
possible possible possible
Dry laundry / Snow
2 months 1 month 15 days
powder
Wet laundry / Shampooing 4 months 3 months 2 months
Spray and suction 8 months 6 months 4 months
Marble floor:
Table 12 Cleaning marble floor

Method Commuting (Low) Commuting (Med) Commuting (High)

Push dry dust Daily Daily Daily
Wet wipe As soon as possible As soon as possible As soon as possible
Polish the floor 2 months 1 month 15 days
Slightly recovery 4 months 3 months 2 months
Recover Marble
8 months 6 months 4 months
floor
Granite floor:
Table 13 Cleaning granite floor

Method Commuting (Low) Commuting (Med) Commuting (High)

Push dry dust Daily 3 times a day Often
Wet wipe Daily Daily Daily
Polish the floor
Daily Daily Daily
(high speed)
4.1.4 Bonsai care and insect treatment:

Bonsai:
Overseer bonsai care workers
Bonsai must be well maintained
Daily watering
4.1.5 Insects treatment:
Re-design bonsai according superior
Arrange bonsai for events
Supervise pesticides spraying process

 Schedule a periodic pest eradication and put a hard supervise on it.

 Report to the superior whenever there is an unexpected case.

20
21
 5 CHAPTER 5. SUPERVISE LAUNDRY AREA
5.1 Brief of lesson’s content:
5.1.1 Responsibility of HK supervisor:

Scope and responsibility: Coordinate work task and work shift.

Duty:
 Assign periodical work for staff.
 Supervise the staff and make sure they are doing well.
 Check the transit of customer clothes and fabric items in the hotels.
 Solve demands and complaints about laundry.
 Monitor the use of chemicals, make a request to purchase chemicals with
superior.
 Right: Assign, mobilize and supervise the employee while they’re doing their
job.
Standards: Knowledge about 3 things below
Utility and quality of linen Laundry devices Laundry chemicals

Image 9 Human resources in laundry department

5.1.2 Laundry devices:

Automatic industrial washing machine Press ironing

Linen dryer Ironing board hand
Dry cleaning Maker tape
Flat work ironer Veston ironing machine

22
5.1.3 Process of linen washing:

Image 10 Linen washing

4 important factors in this process:

Mechanical impact Chemicals Timing Temperature
5.1.4 Washing formula and common chemicals in hotel:

Table 14 Common chemicals in housekeeping department

RustGo (rust stains) TarGo Dry (Ink, oil…) Household chemicals

Qwikgo (blood, coffee…) YellowGo (Stains) Industrial chemicals
BonGo (Tea, beer…) Hydro carbon Solvent
5.1.5 Common linen types:

Table 15 Common linen in housekeeping department

Cotton (cloth, napkin…) Kaki Spandex 65/35

Cotton – Polyester Kate Silk
Linen Cotton spandex Else…

23
5.1.6 Process of linen washing (for guest):

Image 11 Linen washing for customer which is staying in the hotel

24
 6 CONCLUSION
Supervisor skills in housekeeping department is an important subject that can be count
as a requirement of all future supervisor. At first, this subject remind us about some
specific things in housekeeping department and what are they, how they called that
way. Second chapter in my opinion is the toughest one because we have to solve many
things in the hotel, from employee management to several amenities we need to buy
for our hotel and most important is the formula and rules. The next three chapter are
still concerned in housekeeping department but it just happens in another way. For
example, like chapter 5, we did not directly make-up a room, our job is ensuring every
linen in this hotel are clean and ready to be used.
With all those knowledge above, it is not only about how we manage the staff in this
department but also know how to do every single thing in housekeeping department.

25
7 ADDENDUM

26
27
28
29
30
31
32
33
34
35
36
37
38
39