The document discusses what guests want from hotels including clean appearance, convenient location, reasonable rates, good service, and reputation. It defines housekeeping as providing a clean, comfortable, safe, and aesthetically appealing environment. It also outlines the responsibilities of housekeeping staff and important supplies that should be provided to guests.
2. What Guest Want?
• Good Service
• Price / Reasonable Rates
• Clean Appearance
• Name / Reputation
• Convenient Location
3. What Guest Want?
1. Clean Appearance
2. Convenient Location
3. Price / Reasonable Rates
4. Good Service
5. Name / Reputation
4. Define Housekeeping?
It may be defined as “Provision of a clean,
comfortable, safe and aesthetically appealing
environment”
5. RESPONSIBILITIES of Housekeeping
• Establish a welcoming atmosphere and ensure courteous,
reliable service from all staff of the department.
• Ensure a high standard of cleanliness and general upkeep in
all areas for which the department is responsible.
• Cater to the laundering requirements of hotel linen, staff
uniforms and guest clothing.
• Provide and maintain the floral decorations and maintain in
the landscaped areas of the hotel.
• Coordinate renovation and refurbishing of the property as
and when, in consultation with the management and with
interior designers.
8. Pleasant Personality
Loyalty Physical Fitness
Memory Personal Hygiene
Punctuality Eye for detail
ATTRIBUTES
Courtesy Cooperation
Calm Adaptability
Right Attitude Honesty
Tact & Diplomacy
9. GUEST SUPPLIES to be provided in Guest Bedroom
Waste Paper Basket Room Service menu
Breakfast Door Knob Laundry rate Slips
Tumblers In house-Telephone
Ash trays Directory
Guest Comment card Bible, Gita or Quran
Laundry Bags DND Card
Matches Quick Aid
Pens Hangers
Scribbling Pads Valet Bags
10. GUEST SUPPLIES to be provided in Guest Bathroom
Shoe Kit Disposal Bags
Soap Towels
Shower Cap Face Towels
Ash tray Hand Towels
Matches Bath Mats
Bathroom Glasses Shampoo
Toilet Rolls Face Tissue
11. The housekeeper should endeavor to provide those which
make cleaning easier for her staff, save time & obtain a
satisfactory result. Only 10- 15 % of the cost of cleaning
equipment and agents but they play a major role in the
cleaning process.
12. Advantages of Cleaning Equipments
Ease of maintenance, easy renewed parts, easy
replacements.
It reduces fatigue, increases productivity
Does a better job more efficiently
Reduces much movement because of extension pipes etc.
It is a status symbol and therefore Morals builder
13. Selection of Cleaning Equipments
When determining specifications, consider, size, appearance,
weight, noise, attachment, maneuverability, electrical
characteristics, safety features.
When determining size consider:
total area for cleaning
congestion of the area
Weight and portability especially when it has to be transported
For uneven floors use larger machines
14. Brushes
Carpet Brush
Upholstery Brush
Shoe Brush etc.
Mops
Do all Mop
Kentucky Mops
Disposable Mops