QUIZ

1-2. What are the two types of housekeeping?

3-6. What are the 4 sections housekeeping
departments?
7. Head of the housekeeping department
8. translates the Executive Housekeeper’s
policies
9. It refers to the built, energy level and active
function of the senses.
10. Composed of the Hotel Lobby Area, Front
Desk Reception Area, Restaurants and Function
Rooms, Lounge Areas, Business Center and
Boardrooms, Health Club Facilities and Spa,
Hallways and Elevators, Comfort Rooms,
Medical Clinic and Offices.
11-13. Give at least 3 cleaning tools
14-15. Give at least 2 cleaning equipments
16-25. Draw the organizational chart of
housekeeping department for large hotels.
 CHAPTER 4

HOUSEKEEPING STANDARDS
For Housekeeping Department, there are three important
guest requirements that we must MUST always deliver to
ensure guest satisfaction or delight. These requirements are
our STANDARDS, they are:

1. HOUSEKEEPING AREAS ARE TOTALLY CLEAN

2. ALL THE AMENITIES IN THE PLACE ARE COMPLETE
3. ALL FACILITIES, APPLIANCESAND FURNISHING ARE
IN GOOD ORKING CONDITION
PROFESSIONALISM
several examples how professionalism can be showcased .
• Follow House Policies
o Learn about details of policies.
o Perform job according to house policies.
o Promote house policies.

• Follow Legislation Related to Job

• Individual rights, workers compensation, employment/labor standards,
occupational health and safety, smoking, environmental regulations.
• Understand Chain of Command
• Ask supervisor about duties and responsibilities of other departments.
• Identify procedure for communicating with various departments.
• Follow house policies when dealing with other departments.

• Be a Team Player
• Communicate with team members.
• Welcome new employees.
• Maintain good working relationships with other departments.
 Follow Guidelines for accepting Gratuities
 Understand and follow house rules regarding gratuities.
 Do not assume money/ items left in stay-over rooms are gratuities.
 Immediately report to supervisor money found in unusual location in
check-out room.
 Advise guest to use own judgment.
 Do not assume gratuity will be given.
 Refrain from talking about or counting gratuity in front of the guest.
 Accept gratuity graciously.
 Report gratuities to supervisor, if required.
GUEST RELATIONS

 Provide Information About Property

 Provide Information About Community
 Demonstrate Use of Guest Room Features
 Lend and Retrieve Property’s Equipment
 Handle Complaints
 Identify common guest complaints
 Respond to complaint
 Follow up, if possible.
 Inform supervisor about complaint, orally or in writing as soon as possible

• Protect Guest’s Privacy