CHAPTER 6

THE HOUSEKEEPING DEPARTMENT

Learning Objectives:

At the end of the discussion, you are expected to:

• Discuss the roles and functions of the housekeeping department in the
hotel organization
• Outline the organizational chart of the housekeeping department and
its function
• Discuss the objectives of the housekeeping department
• Discuss the functions, areas of responsibilities and sections of the
housekeeping department.
• Discuss the scope of the housekeeping maintenance.
• Discuss the dress code for housekeeping staff and skills required for
effective housekeeping
• Discuss the duties of the housekeeping department staff.
• Recognize the importance 5'S of good housekeeping principles.
• Discuss the classification of guestrooms, types of suites, types of
beds, various types of guests and bathroom amenities.

The Role

The housekeeping department is an integral part of various industries but it is most often
associated with hospitality. The priorities of housekeepers in a hotel are to maintain the
cleanliness and appearance of guest rooms and public areas. The role of the housekeeping
department in other industries may require more specialized skills, such as sterilization and
removal of hazardous waste.

The housekeeping department is vital to attracting and keeping guests through its role of
maintaining top quality door, cleanliness and service. While the housekeeping staff of a hotel is
commonly known for upkeep-restocking toiletries, changing beddings and general cleaning- the
role of the department extends beyond hotel cleanliness.
The housekeeping department includes many roles in the service staff of a hotel. Aside from
room attendants, who tend to room cleanliness, the department includes gardeners,
maintenance men, bellhops, laundry staff and floor managers, as well as occasionally, customer
service professionals.

Efficiency is the key to a well-run housekeeping department when you have comparatively a
few people seeing to the cleanliness and maintenance of a facility or institution. The duties of
your housekeeping staff generally depend on the type of business and facility you have and how
you segment the department. Basic duties, such as sweeping and mopping, are consistently
similar across all types of facilities, but larger organizations can require employees with specific
training for more advanced duties.

Kindly check the link below to have an insight about the Housekeeping Department.

VIDEO GUIDE:
Please check the video guide below of ‘Heading Up the Housekeeping
Department at Waldorf Astoria’
https://www.youtube.com/watch?v=DMCRwv4-OLQ

In the Guest Rooms

Each time a guest check-out of a hotel

room, it must be stripped and thoroughly
cleaned to prepare for the arrival of the next
guest. All bed and bathroom linens must be
removed and laundered. In-house laundry
services will also fall under the role of the
housekeeping department, though many hotels
outsource this job. The guest bathroom must be
scoured and sanitized, while towels and
amenities are replenished. Guest rooms must
be dusted and vacuumed. The housekeeping department should also check appliances in the
room such as hair dryers, telephones, alarm clocks and
refrigerators. Failure should be relayed to the front desk
or the maintenance department. Housekeeping
department should also alert the front desk when bed
linens, curtains, carpeting or other room furnishings are
stained or otherwise in need of replacement.

In the Public Areas

The housekeeping department is also responsible for the
appearance of public areas. Lobbies, rest rooms,
ballrooms, gyms and other rooms utilized by guests need to be cleaned on a regular basis,
sometimes daily. Rugs and carpeting must be kept vacuumed, and should be cleaned with a
commercial shampooer as needed. Floors are mopped and waxed, while windows are kept
clean and streak-free, in addition to cleaning, the housekeeping department will also re-organize
public areas such as putting furniture back in its proper place, straightening and plumping
decorative pillows, retrieving dishes and glasses left in hallways and piling magazines and
brochures that are displayed for guest use.

Good housekeeping is an asset and a powerful tool for public relations. It has a direct
bearing on the prestige and reputation of the image of the hotel. Housekeeping serves all
departments and areas of the hotels, providing a clean, safe and comfortable
environment are fundamental to any good housekeeping services. Hotels must believe
that this department is an essential addition for quality service.

Objectives of the Housekeeping Department

1. To ensure a comfortable and clean environment for the guests
2. To ensure a pleasant and friendly atmosphere
3. To ensure that everything under their supervision is kept neat and clean
4. To train and supervise effectively those who are working with them.
5. Establish a good working relationship with all other departments.
6. Ensure that safety and security regulations are made known to all staff of the hotel.

Dress Code for Housekeeping Staff

Ladies
• Hair should be neatly combed and worn in a
bun, or neatly tied back or cut short
• No make-up
• Uniform should be neat and clean
• No jewelry, except watch and wedding ring/
'thali'
• Clean footwear
Gents
• The hair should be worn short and neatly
combed
• Should be clean shaven
• Uniform should be neat and clean
• Clean footwear.

Skills Required for Effective Housekeeping

In order to work effectively, one must know how to work efficiently.
1. Management
• Delegation: Work should be delegated to the staff as per their capabilities. The staff
should be supervised regularly, and their work evaluated periodically.
• Work Management: If several tasks need to be completed on a particular day, the
tasked need to be prioritized, so as to complete the tasks in order of their importance.
• Time Management: In order to complete a given work in the stipulated time, the
materials required for the task should be kept ready and a hand.
• People Management: It is an art to work with others. A good and efficient housekeeper
must develop good communication skills, and a pleasant attitude.
 2. Budgeting: A well-run housekeeping department runs at minimum cost to the hotel or
other institution. Hence the good housekeeper has to be good at planning and selecting
equipment and supplies that are good quality and moderate in price.
3. An eye for beauty: Creating a beautiful and pleasant ambiance is one of the objectives
of housekeeping. A housekeeper should therefore have good artistic sense to be able to
decorate the area appropriately.

Functions of the Housekeeping Department

The primary function of the housekeeping
department is the cleaning and daily maintenance
of the areas under its supervision since it concerns
with the proper upkeep of the structure, fittings, and
furniture's which could be the number one reason
for a guest returning to the hotel or not.

It is the only department with legitimate entry to

every area of the hotel, and maintenance regular
liaison with every other department head. No other
department can function properly without
housekeeping services.

It is therefore necessary to have aware that every department and functions depends on each
other to effective operation. In a hotel there is also head and personnel. The most powerful
position in housekeeping is the Executive Housekeeper / Head Housekeeper, the basic function
of this is the one who directs institutional housekeeping program to ensure, clean, orderly and
attractive conditions of the establishment.

Main Functions:
1. Cleaning and maintenance
2. Training of its personnel
3. Requisition and control of the necessary supplies and equipment
4. Paperwork schedules and reports.

These four principal functions are so intermingled that it is almost impossible to describe one
without including the others. As we shall see, they overlap to a great degree.

Areas of Responsibility:
Housekeeper in a hotel who does or overseas the work of keeping house - except the kitchen
and the related area (these are under the supervision of the steward).
The direct supervision of the housekeeping includes eight areas:
1. Guest rooms
2. Halls and corridors
3. Lobby
4. Public rooms and restaurants
5. Offices (hotel personnel)
6. Stairways
7. Windows
8. Stores, concessions and other leased areas
Housekeeping Department Organizational Chart
Samples Organizational Chart of the Housekeeping Department

Sections of the Housekeeping Department

1. Floor / Guest Areas
The floor / guest areas include suite rooms, hallways on floors, elevator landings and other
private areas of the hotel floors including guest rooms.
2. Public Areas
The public areas comprise the lobby, lounging areas, dining areas, outdoor gardens and
swimming pool, function rooms, hotel offices, kitchen areas, employee’s locker and cafeteria.
3. Linen Supply Section
The linen supply section includes the linen storeroom and the seamstress/tailor areas.
4. Laundry and Dry Clean Section
The laundry and dry clean section include the laundry areas, dry cleaning area and pressing/
ironing areas.
5. Repair and Maintenance Section
The repair and maintenance section includes the upholstery, locksmith and painting shops.

Scope of Housekeeping Maintenance

1. Guestrooms Maintenance - maintenance of cleanliness and orderliness in the guestroom
2. Maintenance of Public Areas - maintenance of cleanliness and orderliness in all public
areas which include lobby, corridors, function rooms, grounds, etc.
 3. Maintenance of Linen/Laundry Service - collecting and delivering laundry items for
house guests or in house occupants
4. Washing issuance, repair and inventory of employee’s uniform
5. Installation, cleaning and maintenance of fixture and facilities
6. Provision of special service like babysitting, mending, polishing slices, etc.

Duties of the Housekeeping Department Staff

1. Executive Housekeeper
The executive housekeeper supervises and coordinated cleaning and maintenance tasks within
the hotel building. He manages the building's housekeeping staff and ensures cleaning tasks
are performed in accordance with hotel management standards. He develops a cleaning
schedule and assigns specific responsibilities to each staff member to ensure all tasks are
covered. He fills in for workers who don't show up and assists staff with cleaning as required. He
must work within a given maintenance budget and is often responsible for ordering materials
and supplies. He also hires and trains staff to correctly perform duties within the hotel building.
2. Assistant Executive Housekeeper
The assistant executive housekeeper assists and support with the management and
coordinated with the executive housekeeper and other cleaning supervisors in all duties of
housekeeping operations. Assistant executive housekeepers coordinate, schedule and
supervise housecleaning staff, inspect building areas for proper cleaning, and Inventory
cleaning supplies. They provide on-the-job training, coordinate the housekeeping schedule and
facilitate communications among guests, housekeeping staff and other hotel managers. They
are usually employed by hospitality companies and work in large hotels, casinos and resorts.
Assistant executive housekeepers are responsible for ensuring hotel guests rooms, public
spaces and employee areas are clean and well maintained.
3. Room Attendant
Room attendant is responsible for the maintenance and cleanliness of guest rooms in hotels,
inns and other forms of guest accommodations. Each attendant must perform specific duties to
ensure hotel rooms are well-appointed and flawless for each incoming guest.
4. Lobby Porter
In smaller hotels, porters may also work as bellman, in which case in addition to handling
luggage outside, they also show guests to their rooms, demonstrate the features of the room to
guests, and act as a point of contract for guests who need assistance. Bellmen report any
problems with the room to maintenance personnel, and may assist patrons with changing rooms
if their rooms are unusable for some reason, and they also run errands for guests, make
reservations at local restaurants and entertainment venues for their guests, answer questions,
provide recommendations for regional attractions, and assist in emergencies.
In an emergency, a hotel porter helps guests evacuate safely, and assists with the
implementation of safety plans. Porters can also assist staff members of the hotel with tasks
such as moving furniture, organizing rooms, and managing guest needs. In a hotel which lacks
a doorman, hotel porters hold the door open for guests in addition to managing their luggage.
5. Houseman
A houseman carries out general duties in the hotel. His duties can be broad and general like
handling minor maintenance issues to cleaning up after banquets and other large gatherings. A
houseman's duties are, essentially, a combination of small jobs that are performed as needed
by his employers like cleaning and general maintenance of all public areas, offices, hallways
and gardens.
6. Powder
The powder room attendant is responsible for cleaning the hotel's public ladies room.
7. Gardener
A gardener is a person involved in any form of gardening, such as hotel landscaping or ground
maintenance.
8. Linen Attendant
The linen attendant performs all activities associated with the retrieval of soiled linen,
processing of linen and distribution of clean linen.
9. Seamstress/Tailor
A seamstress or tailor is responsible for sewing and repair or make an alteration of the hotel
linens and staff uniform, occasionally mends and sews guest’s clothes upon request.
10. Valet Runner
A valet runner is responsible for delivering guest needs or request to their rooms and at the
same time run errands of the hotel.
11. Laundry Attendant
The laundry attendant is responsible for receiving items to be cleaned as well as organizing
those items according to different ways they have to be washed in a hotel, housekeepers
generally deliver items to the laundry attendant. He is also responsible for washing, drying and
operating commercial equipment including the choice of the preferred detergents and chemicals
used.
12. Upholsterer
The upholsterer is responsible for the repairs and maintains the furniture and be cushions in
good condition.
13. Locksmith
This person is responsible for preparing and assigning locks of every room.
14. Painter/ Carpenter/ Refinisher
This person is responsible for assigning to odd jobs for the upkeep and maintenance of the
building premises.

5'S of Good Housekeeping

The 5's is the name of a workplace organization method
that uses a list of five Japanese words: seiri, seiton,
seiso, seiketsu, and shitsuke. Transliterated or
translated into English, they all start with the letter "S".
The list describes how to organize a work space for
efficiency and effectiveness by identifying and storing the
items used, maintaining the area and items, and
sustaining the new order. The decision-making process
usually comes from a dialogue about standardization,
which builds understanding among employees of how
they should do the work.

Seire (Sort)
Eliminate all unnecessary tools, parts, etc. Go through all
tools, materials, and so forth in the plant and work area. Keep only essential items and eliminate
what is not required, prioritizing things per requirements and keeping them in easily accessible
places. Everything else is stored or discarded.

Seiton (Set-in-Order/Straigtening)
Arrange the work, workers, equipment, parts, and instructions in such way that the work flows
free of waste through the value-added tasks with a division of labor necessary to meet demand.
This is by far the most misunderstood and incorrectly applied S and has been responsible for
many lean transformations failing to produce the benefits expected. When applied correctly with
flow established this step eliminates the majority of the non-value-added time and allows the
rest of the zero-defect philosophy to be enabled. Put simply until you have an orderly flow you
cannot have an orderly flow of problems to solve and the notion of zero defects is impossible.

Seiso (Shine/Systematic)
Clean the workspace and all equipment, and keep it dean, tidy and organized. At the end of
each shift, clean the work and be sure everything is restored to its place. This step is ensuring
that the workstation is ready for the next user and the order is sustained.

Seiketsu (Standardize)
Ensure uniform procedures and setups throughout the operation to promote interchangeability.

Shitsuke (Sustain the Self-Discipline/Service)

Ensure disciplines adherence to rules and procedures to prevent backsliding.

Kindly check the video link below of 5’S of Good Housekeeping.

VIDEO GUIDE:
Please check the video guide below of ‘What is 5S? Detail Explanation with
ANIMATION’
https://www.youtube.com/watch?v=n9sxq34D9HQ

Types of Housekeeping
1. Domestic Housekeeping
Refers to housekeeping maintenance in a house. This may include cleaning of bedroom, toilet,
kitchen, living room and other areas of your house.
2. Institutional Housekeeping
This applies to housekeeping maintenance in commercial lodging establishment such as hotels,
resorts, inns, condominiums, etc.

Classifications of Guestrooms
A. According to the number of beds
1. Single Room - a room with a single bed, and is sold to only one person
2. Twin Room - a room with two single beds, good for two persons.
3. Double Room - a room occupied by two persons with one double bed.
4. Double-double (also twin double) - a room with two double beds or two queen beds,
occupies by two or more persons.
5. Triple Room - a room that can accommodate three people either on one double bed
and one roll away bed or two single beds and one roll away bed.
6. Quadruple Room - a room that can be occupied by four people. It may have two twin
beds or two double beds.
7. Family Room - A room with at least one double bed and one or more single beds
designed to accommodate one small family.
8. King room - a room with a king-sized bed, maybe occupied by one or two people or one
small family.

B. According to Price, Layout and Facilities

1. Economy - a room for economical rate, usually of short standard facilities like air con,
television and other amenities
 2. Standard - a room sold at moderate rate, equipped with standard facilities and
amenities like aircon, toiletries, TV, bed night table, and etc.
3. Deluxe - a more luxurious and spacious with amenities of superior quality, sold a much
higher price than standard rooms.
4. Studio - a room with studio bed, which can be converted into bed. It may also be called
executive room.
5. Connecting room - two or more rooms with entrance doors from the outside door
between them through which guests can get through each bedroom without going out
their rooms.
6. Adjacent or adjoining rooms - rooms located side by side that do not necessarily have
a connecting door.
7. Suite - a room with parlor or living room connected to one or more full sized bedrooms,
equipped with luxury amenities.

Types of Suites
1. Junior suite - a room with a bed and a sitting area (usually a small lounge). There may
be a small, separate bed connected to the living room or parlor. It is also called a mini
suite.
2. Penthouse suite - a suite usually located on top floor of the property.
3. Executive suite - a suite designed for a top executive, with a facilities and amenities of
superior quality.
4. Hospitality suite - a suite used for entertaining visitors, serving as function room or a
parlor.

Types of Beds
1. Single bed - a bed approximately 36 inches by 75 inches.
2. Double bed - a bed that can accommodate a couple or two individuals. It is
approximately 54 inches by 75 inches in size.
3. Queen bed - an extra-long, extra wide bed, about 78 inches by 80 inches in size.
4. King bed - an extra-long, extra wide bed, about 78 inches by 80 inches in size.
5. Roll away bed - a portable bed with or without wheels also called extra bed.

Various types of Guests

1. Very Important Person (VIP) - a well renowned guest like high-ranking officials,
executives, etc., who warrants or special treatment.
2. Very, Very Important Person (VVIP) - a highly renowned person who deserves special
treatment like dignitaries, ambassadors, etc.
3. Free Independent Travelers or Foreign Individual Tourist (FIT) - tourists or travelers
travelling alone not joining any tour group.
4. Joiner - person joining another guest in the same room.

Bathroom Amenities
1. Bathroom Linen
Bath towel 25" x 54" 500 gm
Hand towel 18" x 33" 150 gm
Face towel 13"x13" 60 gm
Two towels per room for one set, one towel per occupant
2. Bath mat 20"X30" 450 gm