Housekeeping Department Notes

Introduction

  • The Housekeeping Department is one of the largest in a hotel, comprising over 50% of the total employees.
  • It includes various staff (room attendants, public area attendants, laundry attendants, gardeners, pest control) and managerial positions (executive housekeeper, housekeeping manager, public area supervisor, guestroom supervisor).

Housekeeping Department Management

  • Modern hotel management combines regular, contractual, and seasonal employees within the Housekeeping Department, especially during peak seasons.
  • This lesson covers management techniques, standards, practices, and common terminologies used within the Housekeeping Department.

Functions of the Housekeeping Department

  • The Housekeeping Department maintains cleanliness standards across the property.

Basic Functions

  • Maintaining cleanliness and sanitation.
  • Ensuring a uniform cleaning process for guestrooms including:
    • Dusting
    • Changing linen and bedsheets
    • Vacuuming
    • Making beds
    • Disinfecting room
    • Cleaning toilet and bath
    • Replenishing minibar, toiletries, and amenities
    • Collecting trash
    • Polishing furniture
    • Checking room functionalities (lamps, TV, etc.)
  • Maintaining cleanliness in public areas (lobby, hallways, entrance, porch, pool area, garden).

Supervisorial Functions

  • Organizing and coordinating schedules for the housekeeping workforce.
  • Monitoring compliance with SOPs.
  • Performing room inspections.
  • Assisting with guestroom and public area cleaning.
  • Identifying guestroom status and delegating rooms to attendants.
  • Conducting punch-listing and inspections before endorsing rooms to the front desk.
  • Addressing guest complaints, conducting investigations, and making recommendations.

Management Functions

  • Team supervision and operations planning.
  • Creating and implementing SOPs.
  • Departmental budgeting.
  • Procurement of supplies and equipment.
  • Problem-solving.
  • Assisting HR with recruitment.
  • Providing training, coaching, and mentoring.
  • Reviewing departmental reports and making recommendations.
  • Motivating the department and ensuring compliance with the hotel's code of conduct.

Housekeeping Department Organizational Structure

  • The hierarchy includes roles such as Executive Housekeeper, Guest Room Supervisor, Public Area Supervisor, Laundry Supervisor, Room Attendant, Public Area Attendant, Utility Man, Laundry Attendant, Ironer, Gardener, Pest Control, and Valet Runner (Figure 8.1).

Guestroom Cleaning Procedure

  • A thorough cleaning procedure is essential to ensure guest satisfaction.
  • The procedure includes:
    1. Preparing the room for cleaning.
    2. Entering the guestroom.
    3. Dusting the room.
    4. Making the bed.
    5. Cleaning the bathroom.
    6. Cleaning the room area.
    7. Vacuuming the floor.
    8. Replenishing guestroom supplies, toiletries, and minibar.
    9. Exiting the guestroom (Figure 8.3).

Guestroom Cleaning Materials and Equipment

  • Room attendants must have complete cleaning materials and equipment to maximize efficiency.

The Housekeeping Cart

  • Used to store and transport cleaning supplies and equipment (Figure 8.4).
  • Contains cleaning supplies, trash bags, clean linens, coffee cups, bath products, toilet paper, trash liners, and soiled laundry bags.

Cleaning Chemicals

  • Include: Toilet bowl cleaner, all-purpose cleaner, glass cleaner, chrome and brass polishers, and wood polisher (Figure 8.7).

Bed Linens

  • Include: Bed skirt, bed pads, first-layer bed sheet, second-layer bed sheet, blanket or duvet cover, and pillowcase.

Room Amenity Supplies

  • Replenished daily.
    1. Bathroom toiletries: Shampoo, conditioner, soap, shower cap, grooming kit, shaving kit, dental kit, lotion, and hand soap.
    2. In-room amenities: Coffee packets, sugar, creamer, tea, stirrers, coffee cups, teaspoon, and bottled water.
    3. Minibar replenishments.

Standard Operating Procedures for Room Inspection

  • Guestroom supervisors conduct final room inspections:
    1. Attendants inform the supervisor when rooms are ready.
    2. Supervisor inspects the room clockwise, starting with the door (checking for creaks and dust).
    3. Check the luggage rack, guestroom cabinets, and wardrobe (ensuring proper dusting and hanger count).
    4. Verify the safety deposit box is empty.
    5. Inspect dresser and drawers for lost items.
    6. Check mirrors for smudges.
    7. Inspect fridge and television functionality and minibar replenishment.
    8. Inspect the working desk and hotel compendium.
    9. Check windows and curtains for dirt and alignment.
    10. Inspect the bed for proper tucking.
    11. Test the telephone and bedside lamps.
    12. Inspect the bathroom (bathtub, sink, toilet, bidet) and bathroom mirrors.
    13. Confirm bathroom toiletries are complete.
    14. Check bathroom walls for dirt and mold.
    15. Do a final dusting and room check.
    16. Close the door and wipe surfaces.

Hotel Laundry Service

  • Offered for in-house guests, especially LSGs.
  • Guests request the service, place soiled clothes in a laundry bag, and the laundry attendant completes a checklist.
  • Services include washing, pressing, and dry-cleaning, either done in-house or via a third-party provider.
  • The laundry division also handles laundry for hotel uniforms, banquet linens, food and beverage linens, guestroom linens, towels, mats, bed covers, duvets, and pillowcases.

The Public Area

  • High-traffic areas requiring continuous cleaning.
  • Includes: hotel lobby, entrance, driveway, garden, F&B outlets, pool area, business center, conference center, hallways, foyer, front office, concierge area, parking lot, fitness center, spa, and wellness center.
  • Public area attendants perform multitasking activities to maintain cleanliness and aesthetics.

Common Terminologies in the Housekeeping Department

  • Contingency Plan: Planning for uncertain events.
  • Lounge: A place for guests to relax in a public area.
  • Damp-dusting: Cleaning with a damp cloth.
  • Bridge the Bed: Joining two beds.
  • Crinkle Sheet: Distinctive woven sheets to cover and protect the blanket.
  • Nappery: Table linens.
  • Roll Out: Removal of extra beds after guest check-out.
  • Jonny Mop: A toilet brush.
  • Pallet: A thin weight mattress.
  • Amenity: A service or item offered at no extra cost.
  • Back-of-the-House: Functional areas where guests are not allowed.
  • Back-to-Back: Heavy check-out and check-in rates on the same date.
  • Turn Down Service: Evening service to prepare the bed and replenish items.
  • Hand-caddy: Portable container for cleaning supplies.
  • Lobby: Common meeting place near the reception.
  • Hopper: Container for disposing garbage.
  • Sani-bin: Metal bin in the washroom for disposed toilet rolls.
  • Team Cleaning: Housekeeping staff working together.
  • Wardrobe: Tall cabinet for clothes.
  • Candle-wick: Soft cotton thread for candles.
  • Pilferage: Theft of property.
  • Crease: A line on linen from folding or pressing.
  • Frequency Schedule: Schedule for how often an area needs cleaning.
  • Accommodation Checklist: List for checking items in a room.
  • Bath Linen: Bath towel, hand towel, face towel, etc.
  • Cleaning Supplies: Cleaning agents for guestrooms.
  • Water Closet: Toilet bowl and cistern.
  • Room Status Report: Report on the current status of a room.
  • Routine Maintenance: General upkeep activities.
  • R.D.M.: Room division manager (heads front office and housekeeping).

Common Jargon and Acronyms

  • G.R.A: Guest room attendant
  • C/O: Check-out
  • VC: Vacant cleaned
  • C/L: Checklist
  • OC: Occupied clean
  • OCI: Occupied clean inspected
  • VCI: Vacant clean inspected
  • O.O.O: Out of order
  • B.T: Bath towel
  • H.T: Hand towel
  • F.T: Face towel
  • D.N.D: Do not disturb
  • D.L: Double locked
  • O.P.L: On/Off-premises laundry
  • H.W.C: Handle with care
  • W.C: Water closet
  • S.B: Scanty baggage