FILAMER CHRISTIAN UNIVERSITY

5800, Philippines
COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT
Bachelor of Science in Hospitality Management

TMPE 1
ACCOMODATION OPERATION AND MANAGEMENT

Chapter 2
WHAT IS HOUSEKEEPING?

Housekeeping is a vital and essential part of the visitor experience and satisfaction.
Other things, which include but are not limited to, security, food and service, customer service
are important but what guests really want is to feel at home and feel comfortable. Though the
staff providing this service do not necessarily interact directly with the public, the quality of
their work is critical in shaping the guests' pleasant memories of their stay.

The impact of the housekeeping function on the success of a hotel's operations

cannot be underestimated since large revenue for hotel industry is generated mainly from the
sale of rooms.

Housekeeping is one of the most important departments in a hotel. This department

is responsible for the care and upkeep of all guestrooms and public areas in a hotel such as the
lobby, elevator, dining areas and hallways. Staffs in this department must have sharp eyes to
detect things that are not quite right.

Efficiently managed housekeeping departments ensure the cleanliness, maintenance

and aesthetic appeal of lodging properties. They are also responsible for the preparation of
guest rooms on a timely basis, making sure that the rooms are clean and maintained in a
comfortable fashion. According to “Margaret Kappa, Aleta Nitschke and Patricia Schappert,
“Housekeeping is the customer's first impression and last impression.”

CHALLENGES OF HOUSEKEEPING
 The housekeeping department is one of the departments in a hotel that have many
responsibilities and therefore, are usually strike with many challenges since it is responsible for
the largest volume of area within the hotel.

In most cases, it has the largest departmental staff count in the hotel. The most
challenging so far for this department is it is hard to attract skilled employees, hard to retain
employees and hard to motivate employees.

Good Housekeeping Bad Housekeeping

Guests feel comfortable Guests feel uncomfortable
Guests are satisfied Guests are unsatisfied
Praise and gratuities Complaints and discounts
Guests return Guests switched to other hotels
Good word of mouth Negative word of mouth
Employees are satisfied Employees are unhappy
Employees are retained Employees leave

BASIC DUTIES IN HOUSEKEEPING

Three Major Functions of Housekeeping:

a. Cleaning→ free of dirt, marks, or mess especially by washing, wiping, or brushing etc.
b. Maintenance→ actions performed to keep some machine or system functioning or in
service.
c. Aesthetic Upkeep → refers to the effort taken to beautify the property.

Guest Rooms
Cleaning guest rooms involves the following: Bed linen is changed daily, the furniture
dusted, ashtrays emptied, and the carpet vacuumed. The bathroom sink, toilet, tub, and floor are
scrubbed. Clean towels are put in place. Daily supplies of the guests must always be replaced
such as matches, soap, tissues and shampoos. The rooms must always be kept in good repair.

Public Rooms
Cleaning public rooms is almost a 24-hour job in a large hotel. Of course, the lobby
must be kept spotless for that all-important first impression on the guests. Public restrooms need
to be spot-cleaned throughout the day and into the night until all restaurants have closed and
meetings have adjourned.
Outside Grounds
The outside grounds of a hotel might be the responsibility of housekeeping, another
separate department within the hotel, or an outside contractor. Keeping the shrubbery, grass, and
flowerbeds in trim condition is a big job. At resorts with pools and tennis courts, recreation
departments will usually handle this cleaning and maintenance.

QUALITY SERVICE

Quality is the consistent delivery of products and services according to expected

standards and service is the process of helping guests by addressing their wants and needs with
respect and dignity in a timely manner. Therefore, we can define quality services as "dealing
with clients and customers in a respectful and helpful way.”

Quality service means creating a memorable experience for every guest, understanding
and anticipating each guest's wants and needs, meeting and exceeding every guest's
expectations and helping associates fulfill our guest's wishes. Although we can define quality
service as easy as that, quality service in reality is actually quite challenging.

Every interaction with people, addressing their needs.

Wants and expectations require special skills of tact.
Combined with knowledge and flexibility, diplomacy and positive attitude.

Why is Quality Service challenging?

Simply because:
a. Every situation we face is different.
b. Every guest is different.
c. Employees have no control over what attitudes, needs, expectation and experience any
one guest may bring to the situation.

“Delivering quality service is not part of our job, it is our job. If it weren't for guests, we would
not have a job in the hospitality industry.”

What is then the solution to overcome these challenges?

 The best way to overcome the challenges of quality service is in the hands of the
employees. The staffs must be able to develop proper discipline and attitude especially in
interpersonal communication. Attitude is defined as the way one person communicate a mood to
others. Because employees do not have control over the needs, expectation, experience and at the
same the attitude of the customers, they must be able to interact with ease to any kind of people-
good or bad, in a way that is still respectable and is not harmful to the image of the business
involved.

Some practices that could help employees in this occupation is to make eye contact to
guests while talking to them, always greet them with a warm and sincere smile and approach
each and every guest with welcomes. Seek out guest contact, exceed guest expectation, display
appropriate body language at all time, provide immediate service recovery, anticipate guest
needs whenever possible, make them feel comfortable with you, show them that you care about
them and thanks each and every guest. Always bid them with a pleasant farewell.

ATTITUDE IS THE KEY TO SUCCESS

a. Our attitude towards guests and colleagues influence our behaviour.
b. We cannot always show how you feel.
c. Our attitude reflects the level of our job satisfaction.
d. It affects everyone who meets us, either in person or on the telephone.
Our attitude is not fixed. The attitude we choose to display is up to us.
It is not only reflected by our tone of voice, but also by the way we stand or b

IMPORTANCE OF HOUSEKEEPING

Housekeeping is very important in the hospitality industry because it establishes the

hotel's reputation for cleanliness and quality. It is vital to have a strong housekeeping
department in the hotel industry for the guests' health, safety and comfort. The standard plays
an important role in the reputation of the hotels. Reducing waste and reducing the
environmental impact of the hotel industry can be done through housekeeping. The guest
satisfaction is its primary object and the hygiene factor must always be present in the hotel.
Thus, these are the reasons why guest will return to a hotel: cleanliness and appearance, good
service, facilities, convenience or its locations, price/reasonable rates, quiet and private.

QUALITY CONTROL IN HOUSEKEEPING

 Key Ways to Provide Good Housekeeping

Cleaning schedules.

Good communication Keep up to date Ongoing customer Productivity

with other with research. Speak to standards.
departments. industry trends. customers for
suggestions.

Cleaning standards- The right tools to do Regular employee

Regular audit.
how to clean? the job. training.

Skilled motivated Rules and regulations

employees. for employees and
guests.

ORGANIZATION, STAFFING & STRUCTURES

Figure 2.1 Sample of organizational chart in a hotel organization.

The Executive Housekeeper is one of the main managers within any large hotel. The
executive housekeeper or (housekeeping manager) is normally a high-level position within the
hotel holding much responsibility as outlined in the job description below. Figure 2.2 shows a
more elaborate organizational chart of the scope of the executive housekeeper in a hotel
organization.

Job title: Head housekeeper

Responsible to: Assistant General Manager
Main Duties:
a. To comply with statutory and company regulations relating to the health and safety,
hygiene, conduct of employees, fire emergency procedures, security of premises of property.
b. To be responsible for the cleanliness of all public areas, bedrooms and offices.
c. To have responsibility for the supervision, training and development of the housekeeping
team.
d. To ensure the smooth operations of the linen room within the hotel.
e. Manage the compilation of weekly wage sheets to hand them over to the Personnel
department.
f. To liaise closely with the Personnel department with regard to recruitment and
disciplinary matters.
g. To ensure the correct training and retaining of all staff to sustain company standards of
cleanliness.
h. To liaise on a regular basis with the Maintenance department with regard to room
maintenance.
i. To maintain correct staffing levels in accordance with company business.
j. To be responsible for the purchase of all cleaning materials and maintaining adequate stocks
while controlling expenditure in line with company budget.
k. To be aware of and be responsible for all contract cleaning including carpets, window.

delegation to supervisors and room attendants.

m. To maintain all housekeeping storerooms in an orderly and tidy manner.
n. To comply with COSHH (Control of Substances Hazardous interrelationships)
regulations and to ensure that staff adhere to the regulations.
o. To comply with company image standards.
 Figure 2.2 Scope of the Executive Housekeeper in a Hotel Organization
Source: Hotel Tech Report

Head Housekeeper's Managerial Functions:

 PLANNING: Performing certain activities that predetermined a course of action.

 ORGANIZING: Refers to the executive housekeeper's responsibility to structure the

department's staff and to divide the work so that everyone gets a fair assignment and all
the work can be finished on time.

 COORDINATING: Is the management function of implementing the results of planning

and organizing at the level of daily housekeeping activities. Each day the executive
housekeeper must coordinate schedules, work assignments, and ensure that the
equipment, cleaning supplies, lines, etc. are on hand for employees to carry out their
assignments.

 STAFFING: Involves recruiting applicants, selecting those best qualified to fill open
positions, and scheduling employees to work.
  DIRECTING: Involves supervising, motivating, training and disciplining individuals who
work in the department.

 CONTROLLING: Refers to the executive housekeeper's responsibilities to design and

implement procedures, which protect the hotel's assets. Assets are anything the hotel
owns which has value e.g. keys, linens, equipment, etc.

 EVALUATING: Is assessing the extent to which planned goals are attained. One of the
most important evaluation tools is the monthly budget reports.

Personal attributes of a good housekeeping staff include Pleasant personality, physical

fitness, personal hygiene, eye for details, cooperation, adaptability, honesty, tact and diplomacy,
right attitude, calm demeanour, courtesy, punctuality, memory, loyalty.

Staffing within the organization would vary depending on size of operations and area
to be cleaned, quantity of rooms, standard of hotel, amount of facilities in the hotel, amount of
facilities in the hotel, availability of skilled labor, housekeeping labor budget.

Table 2.1:Different Job Titles in Housekeeping

Job Title Job Summary Reports to
Executive Responsible and accountable for the total General manager
Housekeeper cleanliness, maintenance and aesthetic upkeep of Resident manager
the hotel. Rooms
Supervise all housekeeping employees, has the Division
authority to hire or discharge subordinates, plan Manager
sand assigns work, informs new employees of
property regulations, inspects
completed assignments and requisition
supplies.
Assistance Responsible for the floors, public areas, linen Executive
Housekeeper room housekeeper
and control room. Involves the daily supervision
of
specific areas within the hotel.
Floor Responsible for the condition of Executive
Housekeeper housekeeper
guestroom.Ensure accordingly that guestroom on
Assistant
 allotted floors are cleaned and maintained to housekeeper
standards.
Public Public areas are the “front of the house" such as Assistant
area the entrance, lobby, and guest corridor and so on. housekeeper
Ensure that all public areas are cleaned and
supervisors
maintained according to hotel standards.
Night supervisor To supervise all night schedules in guestrooms Assistant
and housekeeper
public areas to meet hotel standards within
productivity limits.

Evening Ensure the cleaning of rooms that were not

Assistant
shift serviced
housekeeper
supervisor in the morning.
Evening maid Completes "turn down" services and deals with Evening
guest's requests. shift
supervisor
Night Supervisor
Linen Maintain inventory of linen and uniform and their Assistant
supervisor/Linen storage conditions. housekeeper
keeper

Uniform Issues linen and uniforms to staff according to Assistant

prescribed systems. housekeeper
room
attendant
Linen Responsible for sorting all linens, examining and Linen
counting. Place soiled linen containers and send room
room attendant
them to laundry. Issues clean on a clean-for-soiled supervisor
basis.
Uniform attendant Issue clean uniforms while receiving soiled ones Uniform
and send for laundering. Examine the laundered
room
items to ensure cleanliness and serviceability.
supervisor
Storekeeper Control the stock of equipment and store cleaning Linen
materials and agents.
room
supervisor
Control The desk is manned 24 hours a day and the hub of Assistant
housekeeper
desk supervisor information dissemination in housekeeping.
Coordinate with the front office for information
on departure and handling over of clean rooms.
Receives complaints on maintenance and
housekeeping.
Room attendants Cleans guestrooms as per the hotel standards and Floor supervisor
ensures that it is safe and functional.
Head house Supervise the work allotted to house persons, Public
person especially those in the public areas.
area
supervisor
House person Make the public area clean and well presented, Head
report any faults, and defect.
house person
Public
area
supervisor
Horticulturist Responsible for the aesthetic upkeep of the hotel's Assistant
landscapes and indoor plants through a trained and housekeeper
motivated team of gardeners.
Head gardener Translates the horticulturist's directives to Horticulturist
operational levels.
Gardener Keeps all landscapes, gardens, nurseries and green Head gardener
houses to set standards. Horticulturist

Laundry manager Responsible for the entire functioning of the Assistant

laundry housekeeper
and dry-cleaning unit.
Laundry Is in charge of the functioning of the laundry in Laundry manager
supervisor the
absence of the laundry manager.
Dry cleaner In charge of the dry-cleaning of hotel linen and
guest
clothing.
Pressman Responsible for ironing linen, uniforms and guest
clothing.
Valets/Runner Linen
Responsible to take care of the guest's laundry. room
supervisor
Butler Communicates any issues regarding rooms and Floor supervisor
suites with housekeeping office. Send and Assistant
receive guest laundry and dry-cleaning items housekeeper
from the valet. Do unpack and pack guest
belongings.

KEY TERMS
1. Tum down service: This is a service normally carried out around 6:00 PM when a room
attendant or evening house cleaner enters an occupied room.
2. Out of order (OOO): The room cannot be assigned to the guest for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning.
3. Double Locked (DL): The room has been locked so that the guest cannot re-enter until a
hotel official clear he/she.
4. Checked out(CO): The guest has settled his or her account,resumed the room keys and
left the hotel.
5. Occupied (OCC): A guest is currently registered to the room.
6.Complimentary (COMP): The room is occupied but the guest is assessed no charge for its
use.
7.Stay over (SO): The guest is not checking-out today and will remain at least one more
night
8. Vacant dirty (VC): The guest has departed but the room has not yet been cleaned and
readied for resale.
9.Did not checkout (DNCO): The guest arranged to settle his or her account but has left
without informing the front office.
10. Do not disturb (DND): The guest has requested not to be disturbed.
11.Vacant Clean Inspected (VCI):The room has been cleaned and inspected and is ready for
an arriving guest.
12.Blocked (BLO): Reserved for a guest who is expected to arrive within the day.
13.No show (NS): Room is reserved but not used for reservation has been canceled.
14.Make up room (MUR): An occupied guestroom, which needs to be cleaned,including
beds to be made.

GROUP 2
BEA J. DIGDIGAN
 JERICO FLAGA
SELWYN CIPE
JAN FLOYD VITO

Questionnaire:

1-3.Give at least three examples of good housekeeping.

4-6.Give at least three examples of bad housekeeping.

7-10.Give at least four ways on how to provide good housekeeping.

Discussions:

1. Discuss the difference between managers and leaders.

2. What is “customer's first impression and last impression". How does it affect the hotel

organization?

3. What is communication? How is it important in the housekeeping department?

4. What is coordination? How is it important in the housekeeping department?

Answer Key: