Chap 1

What is Housekeeping?
Hotel housekeeping departments can be

considered:
 One of the largest departments of the
hotel.
 Responsible for creating cleanliness,
maintenance and safe environment.
 As the Eye and Ear of the management
 For creating a "Home away from Home"
environment for the guest.
What is the roll of Housekeeping in a Hotel?
Housekeeping plays a very important role in

hospitality industry such as:
 To achieve the maximum possible efficiency in

ensuring the care and comfort of guests and in
the smooth running of the department.
 To establish a welcoming atmosphere and ensure
courteous, reliable service from all staff of the
department.
 To ensure a high standards of cleanliness and
general upkeep in all areas for which the
department is responsible.
To provide linen in rooms, restaurants,
banquet hall, health clubs, and so on, as well
as maintain an inventory for the same.
 To provide uniforms for all the staff and
maintain adequate inventories for the same.
To cater to the laundering requirements of the
hotel linen, staff uniforms and guest clothing.
To Provide and maintain the floral decorations
and maintain the landscaped areas of the
hotel.
To coordinate renovation and refurnishing of
the property.
To deal with lost and found articles.
To ensure training, control and supervision of
all staff attached to the department.
To establish a good working relationship with
other department.
To ensure that safety and security regulations
are made known to all staff of the
department.
Organizational Chart (Who’s who)
Executive Housekeeper:
The Executive Housekeeper is responsible for
all duties in the housekeeping operation and
cleanliness levels in all areas of the property.
Responsibilities include: staff training, inter-

departmental communication, and staff
scheduling.
Supervise all staff within the department to

ensure maximum guest satisfaction.
Assistant Executive
Housekeeper
The Assistant Executive Housekeeper supports
the Executive Housekeeper in all duties of the
housekeeping operation and cleanliness levels
in all areas of the property.
Supervises and controls the re-filing of linen
closets, amenities, chemicals, linens, terry
cloth etc…
To be fully up to date with all Housekeeping
Departmental Procedures.
Office Coordinator
 Prepare worksheets for supervisors, day and evening
Room Attendants as per schedule.
 Assign special duties to Room Attendants and Linen
Porters on assigned floors.
 Constantly check the computer system throughout the
day for an up-date of checked out rooms.
 Check on a daily basis the arrivals, departures and SAG
report.
 To ensure all found property are correctly recorded.
 To make sure that all Housekeeping paperwork is kept
up to date and annotated correctly.
 To maintain a clear and pleasant telephone manner.
Floor Supervisor – AM/PM
 To supervise the work of room attendants, and
public area attendants and to take immediate and
suitable corrective action in a case where a
member of staffs work is below standard.
 Reporting any maintenance requirements to the
Office Coordinator and Engineering department
as they occur and monitor the work progress.
 Check all vacant and occupied rooms on the
assigned floors daily so as to ensure they are
supplied and presented to the standards of the
hotel.
Morning Room Attendant
Responsible for the thorough cleaning of all
(departure and occupied)rooms in assigned
sections.
Replaces bed linen and bathroom toweling,
replenish all used amenities, carry out
thorough dusting, deep clean and cleaning all
areas of the guest room, and to vacuums all
carpeted areas.
To act upon guest requests and special
requirements where necessary
Evening Room Attendant
Carry out any work not accomplished during
the day, i.e. late check outs and late services.
Furnish occupied and check-out rooms with

clean linen if they have been used, dust all
furniture, fully clean bathrooms, replenish
supplies and vacuum thoroughly.
Public Area Supervisor –
AM/PM/Overnight
Responsible for assigning and Supervising the
activities of Public Area Attendants to ensure
clean, orderly, attractive and well-maintained
guest corridors, fire-exits, stairways, service
areas and public areas on the assigned
floor/areas.
Ensure handover sheets are constantly kept
up to date.
Check all public spaces daily so as to ensure
they are supplied and presented to the
standards of the hotel.
Public Area Attendant
• Responsible for running the Public Areas in front
and back of house in accordance with the Hotel
Standards; in charge of the maintenance, and
good appearance of all Public Areas.
Porters
• Responsible for keeping a smooth and efficient
movement of household linen, the cleanliness of
pantries and service areas, stocking pantries
and mini bars, as well as the delivery and
collection of supplies requested by guests.
Mini Bar Agent
 Mini bar attendants must maintain predetermined
inventory in each guest room's mini bar.
 Inventory may include alcohol, soda, chips, cookies and
chocolates.
 Mini bar attendants must check each item in the mini
bar for expiration dates.
 They must take overall mini bar inventory and
coordinate with food services when supplies run low.
 Mini bar attendants are responsible for charging each
guest for his use of items in the mini bar. They must
restock each mini bar according to what has been
purchased.
Florist / Assistant Florist
 Prepares flower arrangements / vases for
guestrooms, functions, public areas, &
restaurants according to the standards set by the
company’s flower consultant
 Maintains flower / arrangements containers clean
and in good condition
 Prepares floral arrangements for in-house special
parties/activities, as required
 Attends to outside customers and guests’ needs
courteously, promptly while maximizing sales
Head Valet
 Ensuring the washing of linen and uniform as per
standard.
 Co-ordinating with the Engineering Department about
their routine maintenance of the equipment.
 To regularly inspect the progress of the work and to
make sure that quality is maintained.
 To make requisition for any laundry supplies like
detergents, soaps, bleaches, disinfectants, starches,
etc.,
 To maintain proper records of the supplies and the
items that have been laundered
VALET
 Operate equipment necessary to sort, weigh,

wash, dry, iron, fold and package guest laundry
and dry cleaning, employee clothing and
uniforms and hotel linen.
 Log, tag and package guest and employee
clothing and uniforms.
 Pick up from and deliver to guest rooms and
uniforms room all clothing which is in need of
cleaning or has been cleaned.
 Maintain an acceptable state of cleanliness and
organization throughout the entire work area.
Services provided by
Housekeeping
 Daily Room Cleaning – Occupied and Check Out Rooms
 Turn Down Service
 Mini Bar Service
 Shoe Shine
 Packing and Unpacking
 Babysitting
 Extra Pillows / Medical pillows
 Extra Blankets / Duvets
 Extra Beds / Baby Cots
 Hangers (Coat, Clips, Satin)
 Dental and Shaving Kits
 Baby Bottle Warmers and Sterilizers
 Extra Hair Dryers
 Electrical Kettles
 Holy Books / Praying Carpets
 Public Area Service
 Preparing Flower Arrangements

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Chap 1

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What is Housekeeping?

Hotel housekeeping departments can be

Housekeeping plays a very important role in

 To achieve the maximum possible efficiency in

Responsibilities include: staff training, inter-

Supervise all staff within the department to

Furnish occupied and check-out rooms with

 Operate equipment necessary to sort, weigh,

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