HOUSEKEEPING

What is HOUSEKEEPING?

• Is a systematic way of removal of

dust, dirt and any foreign matter for
the required standard of cleanliness
and orderliness and aesthetic value.
• Responsible for the cleanliness,
maintenance and aesthetic upkeep of
the hotel. The role of housekeeping is
to keep a clean, comfortable and a
safe house.
 3 Major Functions

• 1. Cleaning
• 2. Maintenance
• 3. Aesthetic upkeep of the property
• DUST- refers to loose particles that settles on any
surface at a certain time.
• DIRT- is dust which by means of moisture and
temperature and temperature, it will become dirt
that will not easily be removed by dusting/wiping.
 BASIC COMPETENCIES

• Participate in workplace communication

• Work in team environment
• Practice career professionalism
• Practice occupational health and safety
procedures
 COMMON COMPETENCIES

• Develop and update industry knowledge

• Observe workplace hygiene procedures
• Perform computer operations
• Perform workplace and safety practices
• Provide effective customer service
 CORE COMPETENCIES
• Provide Housekeeping Services to Guest
• Clean & Prepare Rooms for Incoming Guest
• Provide Valet/Butler Service
• Laundry Linen and Guest Clothes
• Clean Public Areas, Facilities & Equipment
• Deal with/Handle Intoxicated Guests
 HOUSEKEEPING

• Refers to the upkeep and maintenance of cleanliness

and order in a house or a lodging establishment such
as inn, hotel, apartel, condominium, resort, dormitory
or a hospital. A housekeeper is one who is responsible
for administering housekeeping maintenance and for
insuring that everything is in order.
TYPES OF HOUSEKEEPING
 1. DOMESTIC HOUSEKEEPING

• Refers to housekeeping maintenance

in a house. It covers bedrooms,
kitchen, dining, receiving area,
grounds and the surrounding areas
within the house.
2. INSTITUTIONAL HOUSEKEEPING

• Applies to housekeeping
maintenance in commercial lodging
establishments like hotels, resorts,
inns and apartels.
 Institutional Housekeeping usually covers
the following areas:
• Guest rooms
• Hallways and corridors, Lobby
• Public areas and restaurants
• Offices
• Stairways
• Grounds and Plants
• Linen and laundry area
• Pest control
SCOPE OF HOUSEKEEPING
MAINTENANCE
 1. Maintenance of Public Areas to
include:
• Lobby and Corridors
• Function rooms (conference room, social hall, etc.)
• Offices, hallways
• Grounds and garden landscape
• Reception area
• Other areas accessible to public
 2. Rooms Maintenance, covering:

• Guestrooms
• Hallways in guestroom areas
• Service station
• Linen room
3. Linen and Laundry Service, servicing:

• Guest laundry
• Uniform of staff
• Linen used for food and beverage
operations
4. Installation, cleaning and Maintenance of Fixtures
and Facilities like furniture and appliances.
5. Pest Control
 ROOMSKEEPING SUPERVISOR

• Directs and controls rooms keeping

activities including room make up,
installation of mini bar and other room
amenities; ensures conformity to prescribed
rooms keeping standards and policies.
 HEAD HOUSEMAN

• Directs and controls the activities

covering public area maintenance
and ensures conformity to prescribed
housekeeping standards and policies.
LINEN AND LAUNDRY SUPERVISOR

•Directs, leads, monitors and

controls all activities covering
linen and laundry service.
ROOM BOY AND CHAMBERMAID

•Attends to the maintenance and

upkeep of all guestrooms and
services areas assigned to
him/her.
 HOUSEMAN

•Responsible for the upkeep and

maintenance of cleanliness and
orderliness in all areas assigned
to him.
 LINEN ATTENDANT AND LINEN
CUSTODIAN

•Stocks, stores and issues

employee’s uniforms, linens,
cleaning supplies, guestroom
and public area amenities.
 VALET RUNNER

•Responsible for the pick up

and delivery of guest laundry.
 LAUNDRY STAFF

•Responsible for washing and

extracting, drying of all guests
laundry and FOC (Free of
Charge) items.
 STANDARDS OF GOOD
HOUSEKEEPING
• 1. CLEANLINESS
• 2. ORDERLINESS
• 3. SANITATION
• 4. GUESTS AND CLIENTS’ COMFORT AND
CONVENIENCE
• 5. EYE APPEAL
• 6. SAFETY
• 7. MATERIALS CONTROL AND
PREVENTIVE MAINTENANCE
• 8. GUEST RELATIONS
THE 5 S’S OF GOOD HOUSEKEEPING

• It is a housekeeping program that

originated from the Japanese and has
now become a popularized
housekeeping guide around the world.
The 5 S’s stands for 5 elements, namely:
• SEIRI- SORT
• SEITON-SYSTEMATIZE
• SEISO-SWEEP
• SEIKETSU-STANDARDIZE
• SHITSUKE-SELF-DISCIPLINE/SUSTAIN
• It is however important to add two more
S’s that is:
• S-Safety
• S-Security
 (SEIRE) - SORT

• This is the task of identifying

available files and materials and
sorting out what is necessary and
what needs to be disposed.
 (SEITON) - SYSTEMATIZE

• Systematizing means putting all necessary

items in proper order and in their proper
place. It entails the orderly and systematic
arrangement of files, documents and other
materials within one’s work area.
 ( SEISO )- SHINE

• The word “shine” relates to a condition

of cleanliness. This is made possible
through regular cleaning, sweeping
floors, cleaning equipment, and
shoveling out unused material or debris
on a daily basis.
 (SEIKETSU) - STANDARDIZE

• This element focuses on the discipline

needed to make the 5 S’s a habit. It
entails the set up of a system to insure
that high standard of good housekeeping
is maintained.
 (SHITSUKE) – SUSTAIN/ SELF-
DISCIPLINE

• Sustaining the 5 S’s of good

housekeeping means making it a way
of life, doing them daily as a matter
of habit.
 SAFETY AND SECURITY
• SAFETY – ensuring the safety of employees in the workplace,
ensuring that confidential files and documents are protected
from theft and from the access of the public; and that
employees and clients are protected from safety and security
hazards.
• SECURITY – ensuring confidentiality, integrity and availability
of data and information materials.
 KEY ELEMENTS TO EFFECTIVELY
SUSTAIN THE 5’S’s
• PARTICIPATION
• REWARD
• EDUCATION
• SANCTIONS
• STRUCTURE
CLASSIFICATION OF GUESTROOMS
 A. ACCORDING TO NUMBER OF
BEDS

•SINGLE ROOM – is a room

with a single bed, good for one
person.
 TWIN ROOM

•Is room with two twin or two

single beds, good for 2
persons.
 DOUBLE ROOM

•Has a double bed and can be

occupied by one or two
persons.
 DOUBLE-DOUBLE ROOM

•Has two double beds or 2 queen

beds, occupied by two or more
persons. It is sometimes called
TWIN DOUBLE.
 TRIPLE ROOM

• Is occupied by three people, may

have 3 single beds or 1 double bed
and a roll away bed or 2 single beds
plus a roll away bed
 FAMILY ROOM

• Has at least 1 double bed, plus

additional single and/or sofa bed,
designed to accommodate one small
family.
B. ACCORDING TO PRICE, LAYOUT
AND FACILITIES
 1. ECONOMY ROOM

• Is designed for an economical rate,

usually short of some standard
facilities like air conditioner,
television and other amenities.
 2. STANDARD ROOM

• Is solid at moderate rate, equipped with

standard facilities and amenities like air
condition, private toilet and bath, toiletries,
television, bed, night table, coffee table and
other basic amenities.
 3. DELUXE ROOM

•Is more luxurious and spacious,

with amenities of superior
quality, sold at a much higher
price than the standard room.
 4. STUDIO ROOM

•Has a studio bed or a couch

which can be converted into a
bed. It may also be called an
executive room.
 5. CONNECTING ROOMS

• Consist of two or more rooms with

entrance doors from the outside door
between them. Guests can enter the
adjoining bedroom without going out of
their room.
 6. SUITE ROOM

• Has a parlor or a living room connected to

one or more full sized bedrooms. It is
equipped with luxury amenities and is sold
at a higher price than standard rooms. It is
usually equipped with a bathtub.
TYPES OF SUITES
 1. JUNIOR SUITE

• Is a room with a bed and a sitting area

( usually a small lounge ), there maybe a
small, separate bed, connected to the
living room or parlor. It is also called a
mini suite.
 2. PENTHOUSE SUITE

•Is usually located on the top

floor of the property.
 3. EXECUTIVE SUITE

•Is designed for a top executive,

with facilities and amenities of
superior quality.
 4. HOSPITALITY SUITE

•Is used for entertaining visitors;

serving as function room or a
parlor.
TYPES OF BEDS
 1. SINGLE BED

• A bed approximately 36 by 75 inches in

size.
 2. DOUBLE BED

•A bed that can accommodate a

couple or two individuals. It is
approximately 54 by 75 inches
in size.
 3. QUEEN BED

• An extra long, extra wide bed

approximately 60 by 80 inches in size.
 4. KING BED

•An extra long, extra wide bed

approximately 78 by 80 inches
in size.
 5. PULL-OUT BED

• A portable bed usually installed for an

extra person in the room.
 6. ROLL-AWAY BED

•Bed that is inserted into a bed

and pulled out when used. It is
advisable for small rooms as it
is.
 7. SOFA BED

•Couch that is convertible to

bed.
 ROOM STATUS

• OC – OCCUPIED CLEAN
• OD – OCCUPIED DIRTY
• VR – VACANT READY
• VC – VACANT CLEAN
• VD – VACANT DIRTY
• HSUD – HOUSE USE DIRTY
• HSUC – HOUSE USE CLEAN
• OOO – OUT OF ORDER ROOM
• BLO – BLOCKED
• NS – NO SHOW
• SO – SLEPT OUT
• HU – HOUSE USE
• DND – DO NOT DISTURB
Terminologies Used to Describe Various
Types of Guests
1. VERY IMPORTANT PERSONS (VIP)

•Refer to a well renowned guest

like a high ranking official or an
executive who warrants special
treatment and handling.
 2. VERY, VERY IMPORTANT PERSON
(VVIP)

•Is a highly renowned person who

deserves extra special treatment.
Example: dignitaries,
ambassadors, etc.
3. FREE INDEPENDENT TRAVELER (FIT) OR
FOREIGN INDIVIDUAL TOURIST

•Refers to a tourist or a traveller

who is traveling alone or is not
with any tour group.
 4. JOINER

•Is a person joining another

guest in the same room.
GUEST REQUEST
 Requests of Guests may relate to:
• 1. Range of services and products offered by the
establishment
• 2. Availability, hours and location of meals, services,
equipment
• A. How various types of equipment work
• B. Local services, attractions, transport, shops entertainment,
etc.
 A. Request for Room Service

• Make up sign
DND sign
• Hanged in the door knob late in the
afternoon or early in the morning for a
request, also if breakfast is requested.
B. Request for Wake Up Calls
C. Other Request Items
 1. Roll away bed

•A portable single bed used to

accommodate additional
guest in a room.
2. Additional pillows, blankets and towels
3. Flat Irons and Ironing board
4. Hair Dryers
5. Additional room supplies
6. Change of linen
7. First aid kit
8. Baby crib
9. Electric kettles and jugs
10. computers/laptop
11. TV and Video
12. Alarm clock
13. Fax machine
Other requested services may include:
 1. Baby Sitting

• Ask first the permission of your

supervisor before granting the guest
request.
•2. errand, like buying the guest
of daily newspaper,
housekeeping supervisor should
be notified.
Advises guest on room and use of facilities

• A. Procedure on how to use the Hairdryer (an example)

• B. Adjusting the temperature of the air conditioning unit.
• C. Use of TV
• D. Operation in the facilities in the washroom
• E. Others