Role of Housekeeping

First Impression:
Housekeeping helps us to give a good impression to any customer because when a customer
first comes into a hotel, he/she will feel good to see the good system regarding decoration &
make his/her visit again and again.
Home Away From Home:
Housekeeping provides a home away from home because when any customer takes a room &
sees that everything that a room requires is placed on its right place & all the facilities like
home are there in the room so he/she will feel that he/she is not away from home.
Repeat Business:
When a customer will be satisfied with the services provided by the hotel & also likes the
decoration or view of the hotel, he/she will visit the same hotel again& again. Also, he/she
will tell others to be the customer of that hotel so we can say that housekeeping plays the role
of repeat business.
 Benefits of Housekeeping
The benefits to be given from adopting planned housekeeping and or maintenance
subsystem can be considered in financial functional, aesthetic, and human terms.
 Functional Benefit: Functional benefit refers to the kind of benefit which the hotel gets in
their functional activities from the good housekeeping for e.g. Housekeeping helps in
preserving the physical characteristics of beds and its services ensuring that everything
functions satisfactorily and preventing rapid deterioration / break down.
 Aesthetic Benefit: Any area looks more attractive if it is maintained clean and if things are
placed in the right place and this is achieved by good housekeeping practices. Cleaning is
not only essential to retain the appearance of surfaces and total areas, both inside and outside
the building but also helps in improving appearance e.g. Floor seals. Appearance and
apparent cleanliness do have a psychological effect on the building user – who may value
judgment of total experience based on his perception of an initial view of appearance and
standards of cleanliness.
 Financial Benefit: Financial benefit refers to good earnings of the hotel when the customer
or guests will come again & again so the hotel will get more revenue or earnings that will
give financial benefits to the hotel. Over a period of time, it proves more cost-effective to
provide cleaning and maintenance services on a regular planned schedule basis. This helps in
extending the life span of equipment surfaces, furniture, fittings, and furnishings. Thus
deferring the heavy expenditure of frequent replacement or renovation.
 Human Benefit: These benefits are divided into two ways:
1. Guest Benefit: Clean, attractive, well-maintained surroundings are more pleasant, enjoyable,
and comfortable for clients to use, increase customer satisfaction, affect repeat business.
Housekeeping provides a good facility to the guest so that he feels good & gives them a
proper place to stay out of the home without any feeling that we are away from home.
2. Employee Benefit: Employees get a good atmosphere for doing their work or job which is
made possible if the hotel has good housekeeping practices. If employees get a good working
atmosphere it increases their morale, they work hard & efficient works lead to an increase in
the revenue. This in turn not only affects labor turnover and recruitment, but it also
contributes to creating hygiene and safety hazards.

Hierarchy in small, medium, large and chain hotels

Hierarchy is important in a hotel because it provides structure, organisation, and effective

management. A well-defined hierarchy establishes roles, responsibilities, and reporting lines,
allowing for smooth operations and effective decision-making inside the hotel. Each hotel’s
hierarchy is determined by criteria such as the size of the facility, the number of employees,
and the complexity of operations. To enable effective communication, coordination, and
responsibility, the right hierarchy must be determined.The formation of a hierarchy allows for
a clear chain of command, with managers and supervisors managing various departments and
functions. This division of responsibilities aids in streamlining operations, properly allocating
resources, and ensuring that tasks are completed efficiently. It helps to have a defined
hierarchy.

Small hotel
To improve the visitor experience, a small hotel can provide a variety of amenities and
services. It usually has a lobby room or front desk where visitors can check in, check out and
ask for assistance from hotel staff. Small hotels feature a limited number of guest rooms in
various sizes and configurations, with facilities such as comfortable beds, private bathrooms,
minimal furniture, and televisions, telephones, and Wi-Fi connectivity. Housekeeping
services ensure that guest rooms are cleaned and maintained on a regular basis. Smaller
hotels may not have complex dining options, but they frequently include a breakfast area or a
small restaurant where guests can enjoy meals or snacks. Guests can rest and socialise in
common areas such as the foyer, lounge, or seating areas.

Medium Hotel
In comparison to a small hotel, a medium-sized hotel provides a broader selection of
amenities and services, catering to the needs and preferences of a bigger number of guests.
Medium-sized hotels offer a choice of guest rooms with varying configurations and
amenities
such as seating areas, work stations, minibars, and in-room safes, in addition to a lobby area
or front desk for check-in and help. Dining options are more diverse, with many hotels
offering a restaurant that serves meals throughout the day, as well as cafes, bars, and room
service. Meeting and event areas in medium-sized hotels are frequently outfitted with
audiovisual technology and food services. Fitness centres, spas, saunas, and swimming pools
are frequently accessible to guests for their well-being and relaxation. They may also include
business centres to meet the needs of their customers.

Large Hotel
A large hotel provides a wide range of amenities and services to accommodate a large
number of guests while catering to their diverse needs and tastes. Large hotels offer a broad
choice of guest rooms, which might include magnificent suites, interconnecting rooms, and
themed accommodations, in addition to a vast and well-equipped reception area or front desk.
These rooms frequently have premium furniture, high-end facilities, and breathtaking views.
There are numerous restaurants serving a range of cuisines, as well as cafes, bars, and
speciality dining experiences. Large hotels often have large meeting and event areas that can
accommodate conventions, conferences, and large festivities. These venues have cutting-edge
technology, a dedicated event crew, and banquet services. Fitness centres with cutting-edge
equipment, as well as beautiful spas.
 Responsibilities of the Housekeeping Department
Housekeeping is responsible for ensuring the cleanliness, comfort, and contentment of guests
in a hospitality institution. Their responsibilities include cleaning and maintaining guest
rooms, public areas, and back-of-house facilities. They are in charge of making beds,
changing linens, sweeping, mopping floors, and refilling amenities. Laundry and linen
management is also handled by the department, which includes collecting and washing dirty
linens, operating laundry machines, and checking clean linens. Cleaning equipment
maintenance, supply monitoring, and enforcing health and safety requirements are all critical
components of their job. The cleaning staff is committed to providing exceptional guest
service by responding quickly to requests, respecting privacy, and maintaining a professional
demeanor. They work with other departments, such as the front desk and maintenance, to
ensure that everything runs well.
Cleaning and Maintenance:
1.

 Cleaning guest rooms, public areas, and back-of-house spaces.

 Dusting, vacuuming, and mopping floors.

 Making beds, changing linens, and restocking amenities.

 Cleaning and disinfecting bathrooms.

 Removing trash and maintaining cleanliness in all areas.

Laundry and Linen Management:

1.

 Collecting, sorting, and washing dirty linens.

 Operating laundry machines and equipment.

 Inspecting, folding, and storing clean linens.

 Monitoring linen inventory and requesting supplies.

Maintenance of Equipment and Supplies:

1.

 Ensuring proper functioning of cleaning equipment.

 Conducting routine maintenance and repairs.

 Monitoring and restocking cleaning supplies.

Health and Safety:

1.

 Adhering to health and safety regulations.

 Using appropriate protective equipment.

 Handling hazardous materials safely.

 Reporting safety concerns or incidents.

Guest Service and Satisfaction:

1.

 Responding to guest requests and inquiries promptly.

 Assisting with luggage and special needs.

 Maintaining a professional and courteous attitude.

 Respecting guest privacy and confidentiality.

Inventory Control:
1.

 Monitoring and replenishing guest room supplies.

 Managing stock levels of cleaning materials.

 Conducting regular inventories and ordering supplies.

 Training and Supervision:
1.

 Training new housekeeping staff on duties and procedures.

 Providing ongoing training on cleaning techniques and standards.

 Supervising and evaluating housekeeping team members.

Quality Control and Inspections:

1.

 Conducting regular inspections to ensure cleanliness standards.

 Identifying areas for improvement and taking corrective actions.

 Implementing quality control measures to maintain standards.

Collaboration with Other Departments:

1.

 Coordinating with the front desk for guest requests and check-outs.

 Communicating with the maintenance department for repairs and maintenance issues.

 Collaborating with the laundry department for linen management.

Environmental Sustainability:
1.

 Implementing sustainable practices for energy and water conservation.

 Proper waste management and recycling initiatives.

 Using eco-friendly cleaning products and practices.

Emergency Preparedness:
1.

 Participating in emergency response training and drills.

 Understanding evacuation procedures and emergency protocols.

 Assisting in emergencies and ensuring guest safety.

Budgeting and Cost Control:

1.

 Monitoring and controlling housekeeping expenses.

 Identifying cost-saving opportunities without compromising quality.

 Collaborating with management to optimize resource allocation.

These responsibilities collectively ensure the cleanliness, comfort, and satisfaction of guests
while maintaining a safe and well-maintained environment. The housekeeping department
plays a vital role in upholding the reputation and standards of the hospitality establishment.

Duties and Responsibilities of Housekeeping staff

Executive Housekeeper / Director of Housekeeping
She / He is responsible and accountable for the total cleanliness and aesthetic upkeep of the
hotel. The EHK supervises all housekeeping employees, has the authority to hire or
discharge subordinates, plans and assigns work assignments, informs new employees of
property regulations, inspects completed assignments, and requisitions supplies.
Reports to: – The General Manager, or Resident Manager, or Room’s Division manager.
Duties and Responsibilities
 Organize, supervise, and coordinate the work of housekeeping personnel on a day-to-day
basis.

 Ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.

 Draw up duty rosters

 Supervise the discipline and conduct of her staff.

 Assure proper communication within the department by conducting a regular meeting with all
personnel.

 Hire new employees, warn employees when policies are violated, and discharge
employees when necessary.

 Counsel employees on various duties and on work-related issues.

 Motivate her staff and keep their morale high.

 Establish and maintain standard operating procedures (SOP) for cleaning and to initiate
new procedures to increase the efficiency of labor and product use.

 Search constantly for and test new techniques and products.

 Maintain an inventory of the furniture, linen, and movable equipment in the rooms and
related premises and to ensure they are regularly checked.

 Organize maintenance and repair of guestrooms.

 Deal with articles that a guest may have left behind in a room.

 Ensure the provision of proper uniforms for the hotel staff.

 Ensure observance of hygiene and safety precautions.

 Offer suggestions to the human resource department concerning selection

recruitment, replacement, duty alterations, up-gradation, and so on.

 Evaluate employees in order to upgrade them when openings arise.

 Organize and supervise on-the-job and off-the-job training of staff.

 Liaise between the maintenance and housekeeping departments.

 Inspect and approve all supply requisitions for the housekeeping department, and to
maintain par stock, inventory control, and cost-control procedures for all materials.

 Check the reports filed and the registers maintained.

 Maintain a time logbook for all employees within the department.

 Be responsible for the redecoration and refurbishing of rooms, lobbies, and so on.

 Provide a budget to the management, and undertake budget control and forecasting.

Deputy Housekeeper
Reports to: – The Executive Housekeeper or Director of Housekeeping.
Duties and Responsibilities
 Check and ensure that all guestrooms, public areas, and ‘back-of-the-house’ areas are clean
and well-maintained.

 Inspect the work done by contractors-for example, pest control, laundry, window cleaning,
and so on.

 Prepare staff schedules and duty rotas/ roasters.

 Ensure periodical stock-taking and maintaining stock records for linen, uniforms, and
equipment.

 Provide the necessary information to and assist the executive housekeeper in staff
appraisal, disciplining termination, and promotion.

 Develop and implement training programs within the housekeeping department in

consultation with the executive housekeeper.
 Assist the executive housekeeper in forecasting and budgeting for operating and
capital expenditures.

 Take charge of the housekeeping department in the absence of the executive housekeeper.

Assistant Housekeeper
Reports to: – The Executive Housekeeper or Deputy Housekeeper (if this position exists in
the organization).
Duties and Responsibilities
 Be responsible for the sufficient and orderly management of cleaning, servicing,
and repairing of guestrooms.

 Be responsible for the hotel linen and check its movements and its distribution to room
attendants.

 Keep an inventory of all housekeeping supplies and check it regularly.

 Assist the room attendants in their daily difficulties.

 Provide the front office with a list of rooms ready for allotment to guests.

 Organize the flower arrangements.

 Arrange the training of staff and substitute for the executive housekeeper in case of his/her
absence.

 Update record books, registers, and files.

 Compile the maid’s roster.

 Check the VIP and OOO (out-of-order)

Note— There may be just one assistant housekeeper under the executive housekeeper in a
medium-sized hotel or one for each shift in a large hotel. In large hotels, the responsibilities
for the floors, public areas, linen room, and control room are divided among assistant
housekeepers. Essentially, the assistant housekeeper manages the resources provided by the
executive housekeeper to achieve the objectives of cleanliness, maintenance, and
attractiveness during a given shift. His/her responsibility involves the daily supervision of
specific areas within the hotel. In the absence of the deputy housekeeper, all the above-
mentioned duties and responsibilities are taken over by the assistant housekeeper.
Floor Supervisors /Floor Housekeepers
Floor housekeepers have final responsibility for the condition of guestrooms. Each floor
housekeeper is assigned three or more floors. She/he gives the room attendants their room
assignments and the floor master keys, which are returned at the end of the day. The floor
 supervisor checks, supervises, and approves the attendants’ work and makes periodical
inspection of the physical condition of all rooms on the floor.
Reports to: – The Assistant Housekeeper and Executive Housekeeper.
Duties and Responsibilities
 Supervise the handing over of soiled linen to the laundry and the requisitioning of fresh
ones from housekeeping.

 Ensure the supply of equipment and maintenance and cleaning supplies to floors and
public areas.

 Issue floor keys to room attendants.

 Supervise spring cleaning.

 Report on maintenance work on her floor.

 Coordinate with room service for clearing.

 Maintain par stock for the respective floors/ floor pantry.

 Coordinate with the front office manager.

 Facilitate the provision of extra services to guests, such as baby sitters, hot-water bottles, and
so on, on request.

 Immediately report any safety or security hazard to the security department or to the
management.

 Check on scanty baggage.

 Prepare housekeeping status reports.

 Supervise cleaning on the allotted floors and areas- including guestrooms, corridors,
staircases, and floor pantries of the allotted floors.

 Report on standards of individual staff performance.

Public Area Supervisor

Reports to:-The Assistant Housekeeper.
Duties and Responsibilities
 Ensure that all public areas and other functional areas are kept clean at all times.

 Organize special cleaning of public areas.

 Ensure that all maintenance jobs are attended to in coordination with the
maintenance department.
 Ensure that flower arrangements are placed in appropriate places in the public areas.

 Ensure that the banquet halls and conference halls are kept ready for functions
and conferences.

Night Supervisor
Reports to: – The Assistant Housekeeper.
Duties and Responsibilities
 He supervises all night staff engaged in the cleaning of public areas and guestrooms in
the hotel.

 Ensure that all public areas are thoroughly cleaned at night, which is the only time
when traffic is low.

 Clear departure rooms to the front office if necessary.

 Plan the order of work according to priority and direct the staff accordingly.

 Make sure that departure rooms are serviced and made ready as soon as possible in order
that reception may re-let at any time.

 Organize special cleaning of rooms as required.

 Anticipate guest’ requirements at all times, thereby ensuring comfort and satisfaction.

 See that all lost-found articles are deposited with the control desk.

 Ensure the submission of room attendants’ reports and the room status report.

 Help with the training of staff.

 Report any safety and security hazards.

Evening Shift Supervisor

Evening shift supervisors are required for the floors, public areas, and control room.
Report to:-The Assistant Housekeeper.
Duties and Responsibilities
 Check all log entries and ensure they are followed up.

 Ensure all keys are deposited back before taking over the shift.

 Ensure the cleaning of rooms that were not serviced in the morning- rooms with a ‘do not
disturb’ (DND), double-locked (DL), or refused service status.

 Ensure all departure rooms are cleaned and released to the front office as soon as possible.

 Ensure that the turndown service is carried out for all rooms.
 Ensure public areas are kept clean at all times.

Storekeeper
A storekeeper reports to the linen room supervisor. In large hotels, a storekeeper may be
appointed to a full-time position.
Duties and responsibilities:
 Control the stock of equipment.

 Store cleaning materials agents.

 Issue equipment and cleaning materials as per demand.

 Prepare requisitions for used-up materials and new products for the approval of the executive
housekeeper

 Liaise with the purchasing department for the procurement of approved materials.

Control desk supervisor

The control room or desk is the nerve center of the housekeeping department. The desk is
manned 24 hours a day. Since the control desk is the hub of information dissemination in
housekeeping, the control desk supervisor is a critical person in housekeeping operations.
Reports to: – The Assistant Housekeeper.
Duties and responsibilities:
 Coordinate with the front office for information on departure rooms and handing over
of clean rooms.

 Coordinate with other departments for smooth functioning and efficiency.

 Receive complaints on maintenance and housekeeping.

 Maintains registers kept at the control desk.

 Receive special requests from guests.

 Act as a pivotal person in receiving and disseminating information amongst housekeeping

staff.

 Maintain the latest reports regarding room occupancy, VIPs, the status of rooms, and so
on, so that work can be delegated to attendants and supervisors accordingly.

 Attend to all phone calls received at the control desk.

 Be responsible for guestroom keys given to room attendants and to store the keys
and maintain a key register.
 Guestroom Attendants/ Room Maids/ Chamber Maids
Generally, hotels employ one maid per 12-15 rooms. The room attendants’/maids’ work is of
great importance because it contributes in a big way to the comfort of the guests and hence
their impression of the hotel. Their day consists of servicing each room to the required
standard of the hotel, and this includes making beds, coping with linen supplies, and general
cleaning. Nowadays most hotels use the term “attendant’ rather than ‘maid’ since men have
entered this arena earlier dominated by a woman.
Reports to: – The Floor Supervisor. In small hotels, they may report to the assistant
housekeeper directly.
Duties and responsibilities:
 Clean and tidy rooms as per the sanitary regulations assigned.

 Change guestroom and bathroom linen.

 Make guest room beds.

 Replenish guest supplies.

 Answer guests’ summons promptly.

 Be responsible for getting guest laundry processed.

 Undertake the evening and provide the turn-down service.

 Check and secure rooms.

 Hand over to the housekeeper any article found.

 Replenish the maids’ cart with guest supplies, cleaning agents, and linen.

Head Houseperson
Reports to: – The Public Area Supervisor. In some organizations, he/she may report directly
to the executive housekeeper or assistant housekeeper and is in charge of the
housemen/house-persons.
Duties and responsibilities:
 Supervise the work allotted to house-persons, especially those in the public areas.

 Supervise the work of people who clean the carpets, wall washers, and window washers.

 Supervise the work of drapery men, heavy vacuum machine operators for general
cleaning, chandelier cleaners, and workers responsible for revamping.

 Supervise the work of furniture men, floor men, and warehousemen.

Houseporters/Housepersons/ Houseman
 The house person’s job involves heavy physical work as assigned, such as carpet cleaning,
window cleaning, carrying heavy pieces of furniture, washing public areas, garbage
clearance, and also complementing the work of room attendants on guest floors.
Reports to:- The Head House-person or The Public Area Supervisor.
Duties and Responsibilities:
 Clean carpets

 Shift beds, chairs, and other heavy furniture.

 Cart linen to and from floors.

 Clean the swimming pools. garden paths and such outdoor surfaces

 Clear out the garbage.

 Polish all brassware.

 Help room attendants in their work in guestrooms.

 Clean all doors, windows, and ventilators.

 Corridor cleaning

 Cleaning the floor pantry

 Takedown and re-hang curtains as needed.

 Clean fire-fighting equipment.

 Keep the fire buckets filled with sand.

 Take on heavy cleaning of areas such as shafts and terraces.

 Wash walls draperies, chandeliers, and other hard-to-reach areas.

Tailors, Seamstresses, and Upholsterers

They are responsible for mending and stitching uniforms, linen, and upholstery, respectively.
The upholsterers also replenish upholstery that requires replacement.
Report to:-The Linen Room Supervisor.
Duties and responsibilities:
 Mend all damaged linen using methods such as patching.

 Make new uniforms for staff

 Mend all damaged uniforms and alter uniforms if required.

 Make pads from used mattress pads for the burnishing of silver.
 Stitch pillowcases if required.

 Refurnish all damaged upholstery.

 Estimate the requirement of materials and request the linen room supervisor to place
a requisition at the stores.

 Draw material from the stores and take these to the tailoring room.

Note – A seamstress works under a tailor and does minor stitching, repairs, etc.
Cloakroom Attendant/ Powder Room Attendant
In a hotel that hosts many non-resident guests, it is usual to have someone on duty in a ladies’
powder room during lunch and dinner time to attend to the requirements of guests, guard
their belongings, and keep them for the powder room neat and tidy.
Reports to: – The Public Area Supervisor.
Duties and responsibilities:
 Maintain the area clean at all times

 Maintain an adequate stock of soaps, detergents, combs, brushes, powder, and hand towels to
meet demands at peak hours.

 Take soiled linen to meet demands at peak hours.

 Maintain the shoeshine kit and clean guests’ shoes if required.

 Maintain the shoe shine machine kept in the public area cloakroom

 Maintain all cupboards and fixtures installed in the cloakroom.

 Brush guests jackets if required.

Hat checker
A hat checker provides his services in superior hotels in cold climates. His domain is the hat
check room, where hats and heavy overcoats are deposited by guest as soon as they enter the
hotel lobby, so as to spare them the inconvenience of carrying these articles around in the
hotel. The hat checker carefully labels the guest articles and hangs or stores them correctly
so as to return them to the guest when they are leaving the hotel.
Horticulturist
She/he leads a team of gardeners in maintaining the landscape, gardens of the hotel as well
as in supplying flowers from the gardens for flower arrangements in the hotel. Flowers are
used largely by the house-keeping department to aesthetically enhance various areas of the
hotel. Flower arrangements may be used in banquet functions, guest rooms, restaurants,
lobby areas, offices, and so on.
 Reports to: – The Asst. House-Keeper.
Duties & responsibilities
 Supervise the maintenance of gardens & landscape areas.

 Ensure a smooth supply of flowers/ foliage to the housekeeping department.

 Assist the executive house-keepers with flower arrangements in the absence of a florist.

Head Gardener
He is required to maintain landscape areas& gardens in a hotel, keeping in mind their
cleanliness, aesthetic appeal & freshness all year-round through a well-motivated team of
gardeners.
Reports to: – The Horticulturist/ Horticulture Manager
Duties & responsibilities
 Ensure that landscaped area, gardens, rock gardens, water base, etc. are maintained as per
the original concept

 Brief schedule & allot duties to gardeners.

 Take care of fresh seasonal plantings. Procure quality seeds from reliable sources at
a reasonable cost.

 Procure, control & supervise the usage manure & fertilizers.

 Maintain the watering schedules & attend to any problems regarding water shortages.

 Provide the hotel with flowers, garlands, and wreaths, bouquets, as & when required.

 Maintain indoor plants for the hotel.

 Supervise the maintenance of lawns, mowing, & replanting the grass.

 Train gardeners

 Ensure that gardeners handle equipment & tools effectively & correctly.

 Oversee the upkeep of the plants & greenhouse.

Gardeners
They keep landscaped areas lawns, & gardens clean, beautiful, & fresh through the daily
schedule of the task assigned to them.
Report to: – The Head Gardener or Horticulturist.
Duties & responsibilities
 Take care of landscaped areas & maintain them as per the original concept & undertake
fresh plantings.
 Plant seeds & saplings as per conditions & the landscaping concept.

 Distribute manure & fertilizer appropriately.

 Water all garden areas as scheduled.

 Maintain the plant nursery & the greenhouse,

 Prune & trim hedges & bushes.

 Prepare seasonal and evergreen potted indoor plants as required by the hotels.

 Utilize garden tools efficiently.

Florist
Reports to: – The Horticulturist or to the Assistant Housekeeper.
Duties and responsibilities
 Collect fresh flowers from the gardeners every day.

 In case flowers are not available from the hotel gardens, to purchase flowers from dealers.

 Make up various types of flower arrangements for different hotel areas-lobbies, front office,
restaurants, banquet halls, convention rooms, VIP rooms, and guestrooms.

 Provide garlands, wreaths, and bouquets to the hotel for guests, as and when required.

 Treat cut flowers so that they last longer.

 Maintain flower arrangements-by changing water, pruning, and so on.

 Be responsible for the functioning of the flower room in the housekeeping department, which
deals with the care of flower-arranging equipment, mechanics, accessories.

 Train the assistant florist.

Laundry Manager
Reports to: – Executive House Keeper.
He/she is responsible for the entire functioning of the laundry and dry-cleaning unit. A
laundry manager must have the organizational ability as well as technical knowledge of
chemicals and their effect on fabrics.
Laundry supervisor
He/she is in charge of the functioning of the laundry in the absence of the laundry manager.
A laundry supervisor must have a good understanding of all aspects of the laundry
equipment, chemicals, and fabrics.
Dry-Cleaner
The dry-cleaner is in charge of the dry cleaning of hotel linen and guest clothing.
 The layout of the Housekeeping Department

The layout is dependent on the size of the hotel as well as physical space available.
Factors taken into consideration while planning the layout are
 Total number of guest rooms

 Number of food & beverage outlets as well as function rooms

 Amount of manpower required

 The volume of business anticipated

 Number of jobs contracted out

 The flow of traffic ( people and equipment)

The following areas constitute the layout of the housekeeping Department

 Housekeeping Office – This is the main administrative centre for the department. It must be
an independent cabin to provide the Housekeeper with silence to plan his work. It also
provides the housekeeper with the privacy to counsel her staff or hold departmental meetings.
It should preferably be a glass-panelled office with blinds so as to give housekeeper a view of
what is happening outside his/her office. The cabin should have one entrance/ exit door. The
office should be preceded by a cabin for the secretary who would control movement into the
housekeeper’s office. The room should have ample built-in shelves, cupboards with locks to
store all files.
 Control Desk Room – This is the main communication centre of housekeeping manned
24hrs a day. It is from here that all information is sent out and received concerning the
department. It is the nerve centre for coordinating with FO, Banquets, etc. The control
desk
 should have a telephone & a notice board to pin up staff schedules, day to day instructions.
The control desk is a point where all staff report for duty and check out at the duty end. It
would normally adjoin the Housekeeper’s office.
 Linen Room – This is the room where current linen is stored for issue & receipt. The room
should be large, airy and free from heat & humidity. It should have adequate shelves, easily
accessible, to stack all linen. It should be secure & offer no possibilities for pilferage. The
linen room should have a counter across which the exchange of linen takes place. The room
preferable should be adjoining the laundry so that the supply of linen to & from the laundry
is quick & smooth.

 Uniform Room – This room stocks the uniform in current use. In a smaller hotel uniform
room may be combined with the linen room. A separate uniform room may depend on the
volume of uniform in circulation. The only difference would be that the uniform room
would have adequate hanging facilities as many uniforms are best maintained when hung.
 Tailors Room / Sewing Room – This room is kept for in house tailors who attend to the
stitching & mending of the linen & uniform. If the house policy is to contract out all tailoring
and mending work, the tailor room could be avoided. It should be large enough to
accommodate sewing machines, an ironing table, work table and place for items to be
repaired or stitched.
 Lost & Found Section – This should be a small space away from the thoroughfare,
secure, cool & dry with a cupboard to store all guest articles that are lost & may be
claimed later.
 Flower room – This is an air-conditioned room to keep fresh flowers for such flower
arrangements as the hotel may require. The room should have work tables, a sink &
water supply.
 Equipment store – This will room to store bulky equipment like floor scrubbing machines,
vacuum cleaners, roll away beds and mattresses. The room should be clean & dry. It should
also be securely locked to avoid pilferage.
 House Keeping Stores – This is a room for storing items such as guest supplies, cleaning
agents etc.
 Floor Pantry – This is also known as Maid’s Service Room. Each guest floor must have
floor pantry to keep a supply of linen, guest supplies, equipments, etc for that floor. It is the
nerve centre for the floor. The floor pantry should keep one full set of linen for that floor over
and above what is in circulation in the room. The pantry should be away from the guest view
& situated at the service landing near the service elevators. It should have shelves &
 cupboards to stock all linen & supplies. There should also be sufficient space for parking the
maid’s trolley. It should have a sink with a water supply. Since the floor pantry is used to
stock expensive items such as linen, cleaning equipment etc, it should remain locked at all
times when not in use. The key to the floor pantry is kept with the GRA of the floor and a
duplicate is with the floor supervisor. The following should be provided in a floor pantry
 Cupboards to store guest supplies, cleaning agents and equipment

 Shelves and racks to store fresh room linen

 Linen trolleys to store fresh and soiled linen ( also used for transporting linen to and
from linen room)

 A notice board to display information like VIPs in house, guest loan items etc.

 A sink with hot and cold water facility to wash or disinfect glasses, fill drinking water in
flasks, and for flower arrangements

 Guest loan items like rollaway beds, cribs and bed boards

 Some hotels also keep extra items like a shoe shine machine, vending machine or a small
dishwasher.
Personality Traits
Personnel attributes of housekeeping staff in the hospitality industry play an important role.
It enhances the images of the property as well as the quality of personalization that only
humans can give. We base these attributes on the following term.
1. Pleasant Personality
A result of good grooming and presentation in front of the guest. The way the staff looks is
the first impression on the guest and by this look, the guest judges the quality of service/
standards provided by the organization. All HK staff should be well-groomed.
 Clean Crisp Uniform

 If long hair -Tied neat hair

 Minimum jewellery

 Light makeup

 Aftershave/ Perfume – not too strong

 H/k Attendants may be given Hair caps.

 Clean Footwear- comfortable, low heels

 Mannerisms to avoid- scratching, digging into nose/ ear, chewing gum, etc in public
 2. Physical Fitness
“ A Strong Heart and Good Feet “to cope up with 24 X 7 operations and also a labour-
intensive department
3. Personal hygiene
It is important since it reflects the hygiene standards of the organization.
 Bathe daily- no body odor

 Nails Clipped and clean

 Mouth- Odour free

 Scalp – clean, dandruff free

 Infection- report immediately …..Cuts and wounds- covered

4. Eye for detail

The critical power of observation distinguishes good service from average. This is important
to make a flawless room.
5. Cooperation
Housekeeping involves a lot of teamwork.
6. Adaptability
Technology is fast upgrading hence all H/k staff should be open to accepting these changes
and adapting accordingly
7. Honesty
It is essential since it is the H/k staff who have access to the guest rooms even when the guest
is not present in the room
8. Tact & Diplomacy
To cope up with the different types of guests since H/k staff come in close contact with them.
They should be able to handle problem guests also without being rude or hurting his/ her
sentiments.
9. Right Attitude
Includes
 Optimism

 Ready to learn from own mistakes

 Proactive and anticipate guest needs

 The display even temper, courtesy, and good humor.

10. Calm demeanour

Helps in the time of emergencies when a person does not panic and handles the problem
effectively.
11. Courteous
To both guests and colleagues.
 Humble

 Polite

 No unnecessary argumentative nature.

12. Punctuality
Reporting for duty on time displays commitment to work.
13. Good Memory
Especially with repeat guests. It feels nice if someone remembers the guest’s likes, dislikes or
wishes, etc.

Interdepartmental coordination
Refers to the process of facilitating communication, collaboration, and synergy between
different departments within an organization. It plays a crucial role in the efficient
functioning and overall success of an organization. Here are some key reasons why
interdepartmental coordination is important:
1. Enhanced Communication: Effective coordination ensures that information flows smoothly
between departments. It enables departments to share their goals, progress, challenges, and
ideas, leading to better understanding and alignment across the organization. This improved
 communication helps prevent misunderstandings, reduces duplication of efforts, and
promotes a cohesive work environment.
2. Increased Efficiency: When departments work in isolation, they often operate in silos,
focusing solely on their own objectives without considering the bigger picture.
Interdepartmental coordination breaks down these barriers and encourages collaboration.
It allows departments to identify interdependencies, streamline processes, and eliminate
redundancies. This synergy leads to increased efficiency, reduced costs, and optimized
resource allocation.
3. Holistic Problem Solving: Many organizational challenges require input from multiple
departments to find effective solutions. Interdepartmental coordination brings together
diverse perspectives and expertise from different departments. By pooling their knowledge
and skills, departments can tackle complex problems holistically and develop more
comprehensive and innovative solutions.
4. Improved Decision-Making: In organizations where departments operate independently,
decision-making can become fragmented and inconsistent. Interdepartmental
coordination fosters a culture of collective decision-making, where relevant stakeholders
from different departments are involved in the decision-making process. This approach
leads to well- rounded decisions that consider various perspectives and take into account
the potential impact on different departments.
5. Enhanced Customer Service: Customers interact with multiple departments within an
organization, and their experience depends on how well these departments coordinate with
each other. Interdepartmental coordination ensures a seamless customer journey by enabling
departments to share customer information, coordinate service delivery, and address customer
needs efficiently. This integrated approach leads to improved customer satisfaction and
loyalty.
6. Organizational Agility: In today’s rapidly changing business landscape, organizations need
to be agile and adaptable to stay competitive. Interdepartmental coordination facilitates a
more agile organization by breaking down communication barriers, fostering collaboration,
and enabling faster decision-making. It allows organizations to respond quickly to market
changes, emerging opportunities, and potential threats.
7. Employee Engagement and Satisfaction: Interdepartmental coordination promotes a
sense of unity and shared purpose among employees. When departments work together
towards common goals, employees feel a greater sense of belonging and teamwork. This
can lead to increased employee engagement, job satisfaction, and overall morale.
Overall, interdepartmental coordination is vital for organizations to operate smoothly, achieve
their objectives, and stay ahead in a dynamic business environment. It fosters effective
 communication, collaboration, and synergy among departments, resulting in increased
efficiency, improved decision-making, and better customer service.

Inter-Departmental Coordination
For effective and smooth functioning of any hotel inter-departmental coordination and
cooperation is a vital element. No department in a hotel is independent of another.
Rooms are the largest selling items in hotels and the largest contributor to the profits of the
hotel. Since rooms are the major responsibility of housekeeping, it has a very important role
to play. Thus housekeeping works in a very close relationship with the front office.
I. Coordination with Front Office
From the front office to housekeeping
 Occupancy forecast: These are the forecast based on the reservations already made and
the forecast is on annual, quarterly, monthly, 3 days and daily updating. This helps in
planning the staff, staff holidays, and extra cleaning tasks.
 Night report: This report gives the status of each room along with the occupancy,
house count, ARR. This enables the housekeeping to allocate the work for the day.
 Daily VIP arrivals and in-house guests: This will enable the housekeeping or preparing the
staff for the VIP arrivals as well as good services.
 Daily anticipated departure list: The work in each section is arranged around the check-out.
 Long term forecast of VVIP arrivals: Sometimes for the VVIP suites or normal rooms
also, the room requires to be put off for a few days for extra preparations.
 Group Rooming List: This helps the housekeeping to do their work as per the program also
given.
 Room Changes: This helps the housekeeping in lost and found and in laundry purposes.
 Arrival List: This is a list used only in small hotels.
 Discrepancy Report: The report showing the difference between the housekeeping report
and that of front office.
 Check-out Room: To be reported immediately for checking of missing items and servicing
of rooms as quickly as possible

From Housekeeping to Front Office

 Housekeeper’s Occupancy report: This report is made twice in a resort and thrice in a
business hotel. This report should tally with the front office board/rack and any discrepancy
is to be investigated.
 Check-out Ready Rooms: This enables the reception to know when a given room is in a
saleable condition.
 Sleep-out: This is to be done to avoid skippers, scanty baggage, and packed luggage.
 Out of order/Under-repair rooms: The reception has to know so that they do not let or
reallocate the given rooms. In case it is an occupied room then the required room changes
are to be carried out.
 Anticipated check-outs that have not left: This is so that the front office is made aware
and the front office can enquire directly from the guest of his program.
 Unusual Observation: Observations like that of suspicious movements, suspicious objects,
DND and DL for two consecutive shifts have to be immediately reported to that necessary
action can be taken.

Inter-Departmental Relationship With Maintenance

 The housekeeping department depends on maintenance to keep things in order.

 While carrying out their scheduled work, housekeeping employees may find some
deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets,
leaking pipes or malfunctioning air-conditioning units etc.

 A need for urgent repairs is reported to maintenance over the telephone and these requests are
usually taken into action immediately.

 There are various heads under which maintenance work is done they are:

 Electrical work: air conditioning and heating; fused bulbs, lights and lamps that are not
functioning; defective plugs and plug points; short circuits; and faulty geysers,
refrigerators, and minibar fall under this category.

 Boiler work: this is necessary to maintain a supply of hot water to the guestroom.

 Mechanical work: this entails repair or replacement of any faulty equipment, such as vacuum
cleaners, ice-cube machines, and so on.

 Plumbing work: this deals with faulty faucets (taps), showers, drainage systems,
water closets, and so on.

 Carpentry work: broken of shaky furniture; mirrors and cupboards in less than
peak condition, and fresh woodwork are all part of this.

Inter-Departmental Relationship With Security

 The coordination here is mainly concerned with the prevention of fire and thefts and
the safekeeping of keys and lost property.
 Housekeeping personnel should also report anything of a suspicious
nature or movement in a hotel immediately to the security staff.

 Housekeeping has to coordinate if they see any anti-social activities in the

guest room such as gambling, smuggling, and so on.

 The security department is responsible for conducting training sessions

on handling emergency situations for the staff. e.g they conduct fire drill
to train staff to gear up in a fire emergency

Inter-Departmental Relationship With Stores

 Coordination with stores ensures the availability of day-to

–day necessities of housekeeping.

 Larger hotels have a store attached to the housekeeping

department that stocks linen, supplies and so on.

 Smaller hotels may stock them in the general store, except for
linen, which is sent to the housekeeping department on purchase.

 Communication with stores is by way of a requisition form,

which housekeeping sends to when it requires certain items.
The requisition form is called as store requisition form