Today’s Topic

 Attributes of H/K staffs

 Layout of H/K department
 sub department of H/K
department
 Organizational chart of H/K
 Duties and Responsibilities of
H/K staffs
 Introduction to Hotel
Housekeeping Department

By: Kiran T. Moktan

 Importance/Function/Responsibilitieof
Housekeeping Department
 To keep entire hotel neat and clean
 To maintain the standard of hotel
 To preserve the property of hotel
 To look after the decoration of hotel
 To keep each and everything up to date, fresh,
attractive and in orderly manner
 To keep good relation, cooperation with all other
departments in hotel
 Interdepartmental Coordination
Front office

F and B Security

Housekeeping
Engineering and
Purchase & Store Maintenance

Human Resource Sales & Marketing

Attributes of H/K Staffs
Pleasant Personality
Physical Fitness
Personal Hygiene
Personal Grooming
Good Memory Power
Punctuality
Honesty
Layout of H/K department
Linen Linen
Room exchange
Counter

Linen Tailor Uniform

Store Room Laundry
Shop

Executive H/K
H/K Control Supplies Upholstery
Housekeeper Secretary Desk Store And Furniture Flower
Office Room
yard
Lost &
Found
Layout of h/k department Contd….

1. Executive Housekeeper
Office
 basically a working office of
Exe.H/K
 Main administrative center
 An independent cabin
Layout of h/k department Contd….

2. Housekeeping Control Desk

 Main Communication center of

H/K
 AKA nerve center of H/K
 coordinates with F/O, room
service, E & M depart.
 Notice board, key hangers,
registers, log books etc
Layout of h/k department Contd….

3. Linen Room
 Bed sheets, pillow cases,
towels, table cloth, napkins

 stored, collected and

delivered to respective
depart.

 Have easily accessible

adequate shelves
Layout of h/k department Contd….

4. Uniform Room

All staff uniforms are

stored, distributed and
collected
Layout of h/k department Contd….

5. Laundry

 Washing, dry cleaning,

ironing, folding of linen and
uniforms

 Entire hotel staff uniforms

Layout of h/k department Contd….
6. Tailor Room

 Repairing and stitching

work of uniforms and
linens.
Layout of h/k department Contd….

7. Housekeeping supplies store

 Storage area

 cleaning equipment,
chemicals, guest supplies
and amenities
Layout of h/k department Contd….

8. Lost and Found section

 Forgotten guest’s
belongings or items

 must be co-ordination
between F/O, security
depart. And H/K while
returning lost property
to guest.
Layout of h/k department Contd….

9. Flower Room
 Place where flower
arrangement works are
carried out
 should be air
conditioned to keep
flowers fresh
 should have work
tables, sink and water
supply.
Layout of h/k department Contd….

10. Floor Pantries

 supply of linens, guest

supplies and cleaning
supplies for the floor.

 nerve center for the

floor.
 Importance of
Housekeeping Department
 To keep entire hotel neat and clean
 To maintain the standard of hotel
 To preserve the property of hotel
 To look after the decoration of hotel
 To keep each and everything up to date, fresh,
attractive and in orderly manner
 To keep good relation, cooperation with all other
departments in hotel
Function and Responsibilities of
Housekeeping Department
• To ensure well furnished and maintained guestrooms and public areas.
• To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics
for hotel guests.
• To oversee the coordination of and administer all housekeeping programs and
projects.
• To act as a source of contact in interdepartmental
communications, vendors, professional agencies etc.
• To act provide a budget, budget control, and forecasting related to
housekeeping.
• To achieve the maximum efficiency in ensuring the care and comfort of guests
& in the smooth functioning of the department.
Function and Responsibilities of
Housekeeping Department
• To establish a welcoming atmosphere.
• To ensure courteousness, reliable service from all staff to the guest.
• To ensure a high standard of cleanliness and general upkeep in all areas for which
the department is responsible.
• To provide linen in rooms, restaurants, banquet halls, conference halls, health
clubs etc, as well as to maintain an inventory for the same.
• To provide uniforms for all the staff & maintain inventory for the same.
• To Cater to the laundering requirements of hotel linen, staff uniforms, and guests.
• To provide & maintain the floral decorations and to maintain the landscaped
areas of the hotel.
• To select the right contractors & ensure the quality of work is maintained.
Function and Responsibilities of
Housekeeping Department
• To co-ordinate renovation and refurnishing of the property in consultation with
the management & with interior designers.
• To co-ordinate with the purchasing department for the procurement of guest
supplies, cleaning agents, equipment, fabrics, carpets, & other items used in
the hotel.
• To deal with lost & found articles.
• Carpet shampooing and maintaining.
• Dealing with any guest queries, complaints & requests as they occur.
• To keep the general manager or administrator informed of all matters requiring
attention.
 Organizational chart of
Housekeeping Department
Terminologies used in Housekeeping Department
• Occupied: A guest currently registered to the room.
• Complimentary: The room is occupied, but the guest is not charged for its use.
• Stay over: The guest is not checking out today and will remain at least one
more night.
• On-change: The guest has departed, but the room has not yet been cleaned
and readied for resale.
• Do Not Disturb (DND): The guest has requested not to be disturbed.
• Sleep-out: A guest was booked to the room, but the bed has not been used.
• Skipper: The guest left the hotel without paying the bill.
• Vacant and ready: The room has been cleaned and inspected and is ready for
an arriving guest.
• Out Of Order (OOO): The cannot be assigned to a guest and is blocked for
maintenance activity.
Terminologies used in Housekeeping Department
• Lock Out: The room has been locked so that the guest cannot re-enter until
they are cleared by the front desk.
• DNCO: Did not check out, the guest made arrangements to settle his or her
account but has left without informing the front desk.
• Due Out: The room is expected to become vacant after the following
day's check-out time.
• Check Out: The guest has settled his or her account, returned the room
keys and left the hotel.
• Late Checkout: The guest has requested and is being allowed to check-out later
than the standard check-out time.
• Early Check-in: The guest has requested and is being allowed to check-in earlier
than the standard check-in time.