Housekeeping

Department
TRE 104 Accommodation Operations and Management
 Housekeeping Organizational Matrix
Sub-Departments Housekeeping
Brief Description Tasked to clean and maintain
the quality of guest room.
These are comprised mostly
of chambermaids and room
attendants.
Hotel Cycle Typically in-stay, departure
and post departure phase
Department Head
Section Manager Executive Housekeeper
Supervisory Guestroom Supervisor
Rank and File • Room Attendant
• Chambermaids
Laundry
This department handles all
laundry, dry cleaning and
pressing needs of the hotel
and guest.
Commercial needs of the hotel
are performed in all phases.
Guest laundry is mainly
performed during in-stay
process of the laundry
Director of Rooms
Executive Housekeeper/
Laundry Manager
Laundry Supervisor
• Laundry Attendants
• Linen Attendants
• Steam Pressure/Ironer
• Valet Runner
Public Area
Cleans and maintains all public
areas of the hotel.
Performed in all phases. Lobby
cleaning is usually performed
during nighttime, as there is
lesser traffic in the hotel
during these hours.
Executive Housekeeper
Public Area Supervisor
• Utility man
• Public Area Attendants
• Pest Control
• Gardener
 Directs daily operational
requirements of the
Executive Housekeeper housekeeping
department.

Cleans and maintains

Room Attendant guestrooms.

Housekeeping
Personnel
Cleans and maintains
quality of hotel linens,
Laundry Attendant uniforms and guest
laundry.

Cleans and maintains

Public Area Attendant public areas of the hotel.
 Housekeeping Department
Housekeeping department is one of the largest departments in the
hotel. Thus, numerous have to be performed daily to comply with guest
needs. The following summarizes the major activities of the
housekeeping department:
1. Room Cleaning/ Housekeeping
2. Laundry Department
3. Minibar Department
4. Public Areas
 1. Room Cleaning/
Housekeeping
In the hotel, the room is the main product.
Room attendants clean the rooms for the guest to
have a memorable experience during their stay.
Room attendants should be fast in terms of
cleaning check-out rooms, as they need to declare
rooms for the arriving guest. They are also
responsible for turn down of rooms.

(In a hotel, a turn-down service is the preparation of a room

for a guest to sleep in by slightly turning back the comforter
on the bed, turning down the lights, and so on. Turn-down
service is performed in the early evening. The turn-down
service will also pull the drapes and put out the light.)
 2. Laundry Department

The laundry
department services the
commercial laundry
(uniforms, linens, towels,
table napkins, table cloths
and other) and guest
laundry.
 3. Minibar Department

A minibar is a small, private snack and

beverage bar often found inside guestrooms.
Typically, a minibar comes in the form of a counter
with “miniaturized” alcoholic food items and small
refrigerator stocked with selected beverages.
The purpose of the minibar is to provide food
and beverage immediately available to guest. The
bar is stocked with small bottles of alcoholic
beverages, juice, sodas and soft drinks. Prices in
the minibar are generally high as compared to
commercial groceries and stores, since the guest is
paying for the convenience of the items and
upkeep of the bar.
 4. Public Areas

Public areas are location and

facilities of the hotel where the
public can generally use. These
include the lobby, public sitting
areas, public toilets and walkways.
Guest Room Cleaning Basics: Sizes of Bed
Bed Type US size European size

Single 39 x 75 in. (97 x 191 cm) 35 x 79 in. (90 x 200 cm)

Double 54 x 75 in. (137 x 191 cm) 55 x 79 in. (140 x 200 cm)

Queen 60 x 80 in. (152 x 203 cm) 63 x 79 in. (160 x 200 cm)

King 76 x 80 in. (193 x 203 cm) 71 x 79 in. (180 x 200 cm)

Understanding Room
Assignment Sheets
1. The make-up request refers to the request made by the guest for a
room.
2. VIP rooms are guestrooms requiring special attention in as much
as the occupants are Very Important Persons (VIP’s).
3. Blocked rooms are reserved rooms for guests with special
requirements.
4. Late check-out rooms are guestrooms whose checkout time is
extended upon the request of the hotel guest.
5. DND (Do Not Disturb) is a notice posted or hung on the door of a
guestroom that is not supposed to be cleaned until the guest says
otherwise.
6. No-service room is a guestroom that should not be cleaned as per
request of the guest.
Guest Room Cleaning
It is Imperative that the hotel guestrooms ne kept
clean and functional.

Guestrooms should be kept comfortable and

clean, that is free from any trace of dirt or trash. Guest
Room
The amenities and functionality of rooms should Cleaning
be made complete.

One way of protecting the good reputation of

hotel is by ensuring its cleanliness. Through this,
the revenues of the establishments are also kept.
 Prepare room for Clean the
Enter guestroom
cleaning bathroom

Replenish supplies
and guestroom Dust the room Make the bed
amenities

Vacuum Exit the

guestroom area guestroom

Guest Room Cleaning Process

Step 1: Pre- Step 2: Step 3: Prepare
guest room Entering guest room for
cleaning room cleaning
Detailed
Step 4: Clean Step 5: Make Step 6: Dust Room
room area the bed the room
Cleaning
Procedure
Step 7: Step 8: Step 9: Vacuum
Cleaning Replenish guest and exit guest
bathroom amenities room
Room Inspection
Standard
 Room Inspection Standard

After the room is clean, every

housekeeping supervisor and
manager must be able to do room
inspection and develop an eye for
detail in inspecting rooms. This will
enable the hotel to avoid guest
complaints in terms of functionality
and cleanliness of room. A satisfied
guest could translate to returning
guest of the hotel in their future stay.
Room Inspection Standard
Each room in the hotel should be entered once a day regardless of
status:
• Vacant
• Occupied
• Check-out
• Out-of-Order

Degree on quality of inspection may vary depending on time

schedule and purpose. There is definite inspection pattern involved in
the movement of eyes and hand.
 Room Inspection Standard
A CLOCKWISE or COUNTER
CLOCKWISE direction in inspecting a
guestroom is followed starting from
the point and ending at the same
period. The following is to be observed
in inspecting rooms:

1. Check the luggage rack for dust, dirt

and lint.
2. Inspect wardrobe. Open cabinets and
drawers to check for any signs of
previous occupant. Check if wardrobe
supply is complete.
3. Inspect the drawers and dresser.
See that it is well-dusted. Any item
found in the room should be
surrendered at once to the
Housekeeping Office in the event
that guest returns to look for lost
item.
4. Check mirror for smudges and
diffuser for dust.
5. Inspect the fridge and tv cabinet: Check
TV screens for dust and smudges. Check
minibar and fridge stock-up supplies.
6. Check the glassware clean and
free from finger marks and
smudges. Coasters should be free
from watermarks.
7. Check writing desk if complete
and dust free. Check telephone and
desk lamp if clean, free from dust
and in good working condition.
Check waste bin under the writing
desk.
8. Inspect the bed:
• Check the corner, linens for stains and
holes. Look under the bed for
frequently left items like shoes,
slippers, belts etc. that might have
been overlooked by the room
attendant.
• Test bedside lamp / Tv control is
working.
• Check bedside drawers for dust and
left items.
9. Inspect the bathroom:
• Check if towel hanger are in place.
• Check bathtub, hand basin, toilet
bowl and bidet. Ensure that these
are spotless clean, and working
properly.
• Check soap dishes and make sure it
is clean and free from dried soap.
10. Check bathroom supplies; check
bathroom linen for cleanliness, frayed
edges and holes. Ensure amenities are
complete. Check bathroom walls and
floor, remove dirt and hair.
11. Check surface dusting of
room including baseboards,
windows, window-sill, and check
brass items if well-polished and
shiny.
12. Wipe main door surface,
doorknobs, hinges, etc.
Laundry
 Laundry

Nowadays, the hotel industry is slowly deciding whether to

put up a laundry department or outsource this operation. There
are several things to consider in this decision but for those hotels
which opted to outsource, their prime reason of it is
maintenance.
These are some of the consideration in planning a laundry
department, which include size of equipment, space needed,
staffing consideration, and environmental impact.
 Laundry

Everything boils down if the decision of maintaining an on-

premise laundry far outweighs the cost of outsourcing the
laundry requirements of the hotel.

There are two primary clients of the laundry departments.

These are the hotel itself and the guests.
Hotel laundry mostly comprises:
1. Uniforms – are hotel uniforms of all
personnel. Part of the benefit of a hotel
employee is having uniforms dry-cleaned
or pressed and stored.
• A typical upper-class hotel would have
employees come to work get their
uniform in the housekeeping
department and change in their locker
room.
• It is the task of the laundry team to
mend and repair hotel uniform to
maintain best appearance of all
employees.
2. Food and beverage linens specifically
used in their daily operations, which
primarily includes table napkin used in
outlets and banquet functions.
3. Guestroom supplies includes
towels (bath towel, hand towel,
face towel, bathrobe and
bathmat), duvet, blankets, bed
cover, bed protector, pillow
cover, sham covers, heavy drape
and sheer curtains to name a few.
Minibar
 Minibar

Minibar are miniaturized items that are often showcased on

shelves or counters of 4 to 5-star hotels. They are usually
accompanied by mini-refrigerator that serves all sorts of
beverages. This department is one of the revenue generating
centers of the hotel. Price range of the bar id generally high as ir
provides added comfort for guest.
 Minibar process of a typical hotel

Minibar attendant
Guest consumes checks
The room is supplied
item in the minibar consumptions and
with minibar items
counter notes it at the
minibar voucher

Minibar
Minibar voucher is
consumption is Minibar is
delivered t o Front
reviewed and paid by replenished by the
Office for recording
the guest at check minibar attendant
in the PMS
out
 Minibar Attendant

Part of the duty of the minibar

attendant is to check all occupied
rooms for consumptions of guests.
In addition, they check for
expiration date of all items
displayed whether occupied or
unoccupied rooms. With guest
consumptions, minibar attendant
notes and fills up the minibar
voucher.
 All consumed items or expired items are replenished and inventoried by the
minibar attendant. Typically, the bar is replenished daily upon consumption of
guest. All consumptions are billed and eventually recorded in the PMS of the
hotel.

The minibar voucher is sent at the front office for proper encoding in the
guest folio or they encoded it themselves after their shift in the hotel’s PMS.

Minibar charges are one source of disputes in billing as guest may sometimes
claim they did not consume a minibar item. That is why room attendant and
minibar attendant should be accurate in their inventory count and billing daily.
End of Slides