Fundamentals in Lodging Operations Module 1

Module 1: INTRODUCTION TO HOTEL HOUSEKEEPING

Learning Outcomes

After the completion of the chapter, students will be able to:

1. define housekeeping;

2. recognize the importance of housekeeping;

3. differentiate the types of housekeeping;

4. outline the scope of housekeeping department;

5. illustrate the housekeeping organization; and

6. demonstrate standards of an ideal housekeeping.

INTRODUCTION

Proper hotel housekeeping can go a long way to making guests and employees
feel comfortable and safe. In addition, a well-maintained and organized lodging
establishment makes a great first impression on visitors resulting in repeat patronage
and positive reviews that contribute to an increase in hotel revenues.

WHAT I KNOW?

1. True or False: An Executive Housekeeper is responsible for maintaining a smooth and

efficient flow of the operations in the housekeeping department

2. True or False: A room boy/chambermaid attends to the maintenance and upkeep of all
guest rooms and service areas assigned to him/her.

3. True or False: Guest Relations monitors guest satisfaction, solicits feedback and attends to
customer needs, concerns and requests.

4. True or False. Housekeeping applies to maintenance in commercial lodging establishments

like hotels, resorts, inns and apartels.

5. True or False. Public areas include lobby, corridors, function rooms, grounds, etc.

DISCUSSION

What is Housekeeping?

Housekeeping Department is responsible for the cleanliness, maintenance, and

aesthetic upkeep of rooms, public areas, back areas, and surroundings in a hotel and for the
immaculate care and upkeep of all guest rooms and public spaces at all times.
Fundamentals in Lodging Operations Module 1

The staff members who excel in the Housekeeping Departments have an eye for detail
and a commitment to the training, development and motivation of a diverse group of talented
employees. It is the service and cleanliness that really make an impact on our guests and
determine whether they will return and also recommend the hotel to others.

Literally, the word “House-keeping” 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. The word house is referred to as the hotel.
Keeping is for clean and orderly. A housekeeper is one who is responsible for administering
housekeeping maintenance and for insuring that everything is in order. She sees to it that all
occupants are comfortable, safe, and protected from disease-causing bacteria

Why is there a housekeeping department in a hotel?

Hotel is a business with building structure that provides comfort services to the guests
(like providing food and shelter) when traveling or when away from home. Since there is a
shelter involved in the hotel business, the shelter must provide comfortable rooms (just like
home) to guest, therefore; the hotel structure must be maintained clean and orderly. Hence, the
need for the hotel housekeeping. Housekeeping as a department is tasked to maintain the
cleanliness and orderliness according to set standards.

What are the 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.

What are the areas of responsibility usually covered in Institutional Housekeeping?

Guest rooms Stairways

Hallways and corridors Windows
Lobby Stores concessionaire shops
Public rooms and restaurants Grounds
Offices Linen and laundry area
Note: The kitchen and dining areas are not included since these are handled by the Food and
Beverage Department.

What are the scope of Housekeeping Maintenance?

The responsibilities of the Housekeeping Department include the following:

1. Guest rooms maintenance

 Maintaining the cleanliness and orderliness in the guest rooms

Fundamentals in Lodging Operations Module 1

 Furnishing the room with necessary amenities and supplies such as bed. Linen,
appliances. etc.

 Attending to service request of house guests, and

 Keeping the area free of safety hazards

2. Maintenance of Public Areas

 Maintaining the cleanliness and orderliness in all public areas which include
lobby, corridors, function rooms, grounds, etc.

 Maintaining the upkeep of the surroundings of the building by keeping it clean

and free of liters.

 Maintaining an attractive landscape to enhance eye appeal

 Keeping the public areas free of safety hazards.

 Undertaking minor repair like busted bulbs, broken furniture, etc.

3. Maintenance of Linen/Laundry Service

 Collecting and delivering laundry items for house guests or in house occupants

 Washing, drying, ironing guest laundry as well as linens used in banquet

functions, food service and guestroom.

 Mending service

 Washing, Issuance, Repair and Inventory of employees’ uniforms

 Installation, Cleaning and Maintenance of fixtures and facilities

 Provisions of special services like babysitting, mending, polishing shoes, etc.

Housekeeping Organizational Structure

The number of manpower assigned in the Housekeeping Department is proportionate to

the hotel area or the number of rooms that will be cleaned. Presented below is a generic
organization chart for Housekeeping Department.

Executive
Housekeeper

HK Coordinator
Supervisor
Attendant
Public Area Linen & Laundry
Room Attendant Property
Attendant Attendant
Fundamentals in Lodging Operations
CustodianModule 1

Each of the position presented above have different areas of responsibility and skills but
operates in a coordinated manner. The structure could be transformed into multi-tasking at the
lowest level when the need arises or when the size of the organization is small. It will be more
efficient and effective to apply the chart below in any Housekeeping organization.

Executive Housekeeper
Supervisor

Housekeeping Attendant

HK Coordinator
(multi-tasked)

Generic Housekeeping Organizational Chart

Fundamentals in Lodging Operations Module 1

SAMPLE ORGANIZATIONAL STRUCTURE OF THE HOUSEKEEPING

DEPARTMENT IN LARGE ESTABLISHMENTS

What are the Standards of an Ideal Housekeeping?

Standards of an Ideal Housekeeping

1. Cleanliness

 All areas are immaculately clean, corner-to-corner, top to bottom, including surfaces.
 Closets, cabinets and storage areas are also kept clean.
 Furniture and fixtures are properly dusted; doorknobs and metal fixtures are polished
with the right metal polishing chemical.
 Windows and glass panels are dusted and polished
 Floors are vacuumed, polished or shampooed when necessary.
 Grounds are free of liters and dirt.

2. Orderliness

 Facilities and fixtures are properly arranged and installed in appropriate location.
 Room amenities are properly installed in appropriate location
 Linen is neatly folded.
 Beds are made up properly, linen are mitered and wrinkle free
Fundamentals in Lodging Operations Module 1

3. Sanitation

 The whole area is free from all sources of bacterial contamination such as
indisposed garbage and leftover, stagnant water, etc.
 Wet garbage is properly underlined with plastic, covered and disposed regularly
 All items for personal use of guests and which come in contact with the body like
linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect guests
from possible bacterial contamination
 Glasses and water jug that are installed in guestrooms are covered.
 Area is protected from pest infestation, regularly fumigated to eliminate pests

4. Guest’s Comfort

 Rooms are properly ventilated and lighted

 Guests are not disturbed by noise and other forms of distractions.
 There are sufficient amenities for the comfort of guests like linen, toiletries, drinking
glass, etc.

5. Eye Appeal

 Ambiance is soothing to the eyes, not dim or dull.

 Suitable interior design with proper blending of colors
 No eyesore can be found in guest-contact areas
 Wall decors and TV sets are posted at eye level.

 The hotel is prepared for emergency, has a well-organized safety or emergency

procedures and emergency brigade.
 All staff are trained on emergency procedures, including the use of safety equipment
 Trained roving guards are available to check movements in guest rooms and to
insure the protection of guests.
 Safety measures are implemented to protect guests from theft, accident, injuries, etc.

7. Materials Control and Preventive Maintenance

 There is designated budget for supplies and materials.

 Consumption of supplies is always monitored and excessive consumption is
determined and reported.
 Par stock requirements are always maintained; regular requisitions are made
 All tools and equipment are stored safely in appropriate storage compartments right
after use.
 Chemicals are diluted properly and use sparingly.
 Supplies and materials are consumed within the limits of the budget.
 All appliances and equipment are regularly checked for any damage and maintained
in safe, working condition to avoid accidents.
Fundamentals in Lodging Operations Module 1

 Losses, damages, and equipment breakdown are properly reported, documented

and accounted for, given appropriate action.
 There is regular inventory of supplies and materials
 Effective control measures are designed and enforced to prevent losses and
pilferages
 Regular cleaning and checkup of equipment is undertaken
 Staff are trained on the proper use and maintenance of equipment

8. Guest Relations

 Guests’ requests and concerns are given prompt and proper attention.
 Staff exhibit warm and pleasant disposition in dealing with guests.
 Tact and diplomacy is observed in dealing with complaints and difficult situations.
 Customer feedback is solicited to determine guest’s situations.
 Customers feedback and concerns are logged down and discussed for corrective
action during meetings.
 Cleanliness
 All areas are immaculately clean, corner-to-corner, top to bottom, including surfaces.
 Closets, cabinets and storage areas are also kept clean.
 Furniture and fixtures are properly dusted; doorknobs and metal fixtures are polished
with the right metal polishing chemical.
 Windows and glass panels are dusted and polished
 Floors are vacuumed, polished or shampooed when necessary.
 Grounds are free of liters and dirt.

Activity:

Research the basic functions, and the duties and responsibilities (job description)
of the following housekeeping personnel:

a. Executive Housekeeper or Housekeeping Manager

b.  Rooms Maintenance Supervisor

c. Head Houseman or Public Supervisor

d. Room boy, Chambermaid or Room Attendant

e. Mini Bar Runner/Attendant

f. Houseman

g. Powder Girl

h. Gardener and Ground Maintenance Crew

Fundamentals in Lodging Operations Module 1

i. Pest Control Technician

References:

Osorno, Rene D., and Bajao, Grayfield T. 2020. Fundamentals in Lodging Operations
Laboratory Manual. Wiseman’s Books Trading, Inc.
Roldan, Amelia S. and Crespo, Amelia M. 2019. Housekeeping Management. Revised
Edition
Cariño, et. al. 2018. Learn and Practice Hotel Housekeeping. Revised Edition