1. PLANNING ANDPLANNING AND
ORGANISINGORGANISING
THE HOUSEKEEPINGTHE HOUSEKEEPING
DEPARTMENTDEPARTMENTDESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com ,
balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar

2. ORGANIZATIONAL STRUCTURE
 Organization is the process of identifying and
grouping the work to performed
 A organization chart is a schematic
representation of the relationship between
position within the establishment, which
shows where each position fits

3. Different organization chart
 Small Hotel
 Medium Hotel
 Large hotel

4. SMALL HOTEL
HOUSEKEEPER
LINEN ROOM ATTENDANT HEAD ROOM ATTENDANT
HEAD HOUSEPERSON
PUBLIC AREA
HOUSEKEEPING SUPERVISOR
HELPERS ROOM ATTENDANT
HOUSEPERSON
HOUSEPERSON

5. MEDIUM HOTEL
EXECUTIVE
HOUSEKEEPER
ASSISTANT
HOUSEKEEPER
FLOOR SUPERVISOR PUBLIC AREA
SUPERVISOR
LINEN ROOM
SUPERVISOR
DESK CONTROL
SUPERVISOR
ROOM
ATTENDANT
HOUSEPERSON
CLOAK ROOM
ATTENDANT
HOUSEPERSONS
LINEN & UNIFOR
SUPERVISOR
TAILORS

6. LARGE HOTEL
EX. HOUSEKEEPER
LINEN/
UNIFORM
SUPERVISOR
DESK
CONTROL
SUPERVISOR
FLOOR
SUPERVISOR
NIGHT
SUPERVISOR
ASST.
HOUSEKEEPER
PUBLIC AREA
SUPERVISOR
HORTICULTURIST LAUNDRY M
TAILOR
UPHOLSTERERS
ATTENDANTS
STOREKEEPERS
VALET/
RUNNER
ROOM
ATTENDANTS
HOUSEPERSONS
NIGHT ROOM
ATTENDANTS
HEAD
HOUSEPERSON
CLOAK
ROOM
ATTENDANT
HOUSEPERSONS
HEAD
GARDENER
FLORIST
ASST
FLORIST
GARDENERS
LAUNDRY SUPERVIS
PRES
WA

7. HK PERSONNELHK PERSONNEL
 Executive housekeeperExecutive housekeeper
 Deputy housekeeperDeputy housekeeper
 Assistant housekeeperAssistant housekeeper
 Floor supervisorFloor supervisor
 Public area supervisorPublic area supervisor
 Night supervisorNight supervisor
 Linen room supervisorLinen room supervisor
 Uniform room supervisorUniform room supervisor
 Linen room attendantLinen room attendant
 StorekeeperStorekeeper
 Control Desk supervisorControl Desk supervisor
 Room attendantRoom attendant
 Head house personsHead house persons

8. HK PersonnelHK Personnel
 House portersHouse porters
 Tailor , Seamstress & UpholsterersTailor , Seamstress & Upholsterers
 Cloak room attendantCloak room attendant
 HorticulturistHorticulturist
 Head gardenerHead gardener
 GardenerGardener
 FloristFlorist
 Laundry ManagerLaundry Manager
 Laundry supervisorLaundry supervisor
 Dry – cleanerDry – cleaner
 WasherWasher
 Laundry workersLaundry workers
 PressmenPressmen
 Valet / runnerValet / runner

9. EXECUTIVE HOEUSEKEEPEREXECUTIVE HOEUSEKEEPER
 Reports to GeneralReports to General
Manager or the ResidentManager or the Resident
Manager or the RoomManager or the Room
Division ManagerDivision Manager
 Organize, Supervise, andOrganize, Supervise, and
Coordinate the work ofCoordinate the work of
housekeeping personnelhousekeeping personnel
on day- to day basison day- to day basis
 Ensure the excellence inEnsure the excellence in
housekeeping sanitation,housekeeping sanitation,
safety, comfort , andsafety, comfort , and
asthetics for the hotelasthetics for the hotel
Arpita SrivastavaArpita Srivastava -Student of IIHM, 1998 Batch-Student of IIHM, 1998 Batch
presently the Executive Housekeeper of Holidaypresently the Executive Housekeeper of Holiday
Inn, Edinburgh, UK.Inn, Edinburgh, UK.

10.  Work on dutyWork on duty
Roster andRoster and
supervise thesupervise the
discipline anddiscipline and
conduct of herconduct of her
staffstaff
 Keep properKeep proper
communicationcommunication
within thewithin the
departmentdepartment
through meetingsthrough meetings
 Hire newHire new
employees, warnemployees, warn
the employeesthe employees
when necessarywhen necessary
 Counsel theCounsel the
employeesemployees
 Motivate her staffMotivate her staff

11.  Maintain and establishedMaintain and established
the hotel standardthe hotel standard
 New procedure andNew procedure and
techniques aretechniques are
implementedimplemented
 Maintain an inventory forMaintain an inventory for
all thingsall things
 Maintenance are organizedMaintenance are organized
 Deal with lost propertyDeal with lost property
 Provision of proper uniformProvision of proper uniform
 Offer suggestion to HRDOffer suggestion to HRD
concerning selection,concerning selection,
recruitment, replacement,recruitment, replacement,
duty alteration and so onduty alteration and so on

12.  Organize and SuperviseOrganize and Supervise
on the job, and off theon the job, and off the
job trainingjob training
 Relationship betweenRelationship between
maintenance andmaintenance and
housekeepinghousekeeping
 Check the reports fileCheck the reports file
and the registeredand the registered
maintainedmaintained
 Responsible forResponsible for
redecoration andredecoration and
refurbishing of rooms ,refurbishing of rooms ,
lobbies, and so onlobbies, and so on
 Make the budget andMake the budget and
control itcontrol it

13. ASSISTANT HOUSEKEEPERASSISTANT HOUSEKEEPER
 Responsible for the efficient and orderlyResponsible for the efficient and orderly
management of cleaning, servicing andmanagement of cleaning, servicing and
repairingrepairing
 Responsible for hotel linen and check itsResponsible for hotel linen and check its
movements and its distribution to attendantmovements and its distribution to attendant
 Keep an inventory of all housekeepingKeep an inventory of all housekeeping
suppliessupplies
 Assist the room attendant in their workAssist the room attendant in their work
 Provide front office with list of ready roomsProvide front office with list of ready rooms

14.  Arrange the flower arrangementArrange the flower arrangement
 Arrange the training of staff inArrange the training of staff in
absence of Executiveabsence of Executive
housekeeperhousekeeper
 Update records books, files andUpdate records books, files and
registerregister
 Check the VIP and OOO roomsCheck the VIP and OOO rooms

16. TailorTailor
 All sewing and mending work of linenAll sewing and mending work of linen
and uniform is done by himand uniform is done by him

17. Room AttendantRoom Attendant
 Servicing of guest rooms ( 10 to 14)Servicing of guest rooms ( 10 to 14)
 Cleaning of corridorsCleaning of corridors
 Exchanging linenExchanging linen
 Attending guest request andAttending guest request and
complaintscomplaints
 Reporting to floor supervisorReporting to floor supervisor

18. HorticulturistHorticulturist
 SupervisingSupervising
 Guest request/ flower shopGuest request/ flower shop
 Flower budgetingFlower budgeting
 Training & RecruitmentTraining & Recruitment

19. HorticulturistHorticulturist
 LandscapingLandscaping
 Flower room inchargeFlower room incharge
 Public area flower arrangementPublic area flower arrangement
 Taking care of potted plantsTaking care of potted plants
 Flower room requisition forFlower room requisition for
equipments and materialsequipments and materials
 Providing flower to restaurant andProviding flower to restaurant and
banquetsbanquets

20. Spotters / PresserSpotters / Presser
Stain removal - spotterStain removal - spotter
 Ironing job - PresserIroning job - Presser

21. ValetValet
 Collecting guest laundryCollecting guest laundry
 Delivering guest laundryDelivering guest laundry
 Attending to guest requestAttending to guest request

22. Laundry managerLaundry manager
 Incharge of entire laundryIncharge of entire laundry
 Co-ordinate & control linen roomCo-ordinate & control linen room
 Should have proper knowledge ofShould have proper knowledge of
machines & chemicals & their usagemachines & chemicals & their usage

23. Uniform Room AttendantUniform Room Attendant
 To assist the supervisorTo assist the supervisor
 Issuing of linen & uniformsIssuing of linen & uniforms
 Receiving of linen & uniformsReceiving of linen & uniforms
 Checking of linen and uniformsChecking of linen and uniforms
 Gives linen to tailor for repairingGives linen to tailor for repairing
 All physical work is done by himAll physical work is done by him

24. Dry cleaning SupervisorDry cleaning Supervisor
 Incharge of Dry cleaningIncharge of Dry cleaning
 Through knowledge of fabric,Through knowledge of fabric,
machine & chemicalsmachine & chemicals
 Knowledge about pressing & variousKnowledge about pressing & various
Pressing machinesPressing machines

25.  Link between management & staffLink between management & staff
 Checking of groomingChecking of grooming
 Briefing & Debriefing of linen maidsBriefing & Debriefing of linen maids
 Discarding linenDiscarding linen

26. Linen Room SupervisorLinen Room Supervisor
 Operation of linen roomOperation of linen room
 Maintaining cleanliness standard ofMaintaining cleanliness standard of
linen Roomlinen Room
 Co-ordination with the laundry for anCo-ordination with the laundry for an
efficient servicesefficient services
 Incharge of linen ExchangeIncharge of linen Exchange
 Inventory control of linenInventory control of linen
 Maintaining & updating the registersMaintaining & updating the registers
of linen roomof linen room

27.  Handle night StoreHandle night Store
 Handle keysHandle keys
 Incharge of Extra cleaningIncharge of Extra cleaning
 Briefing of housemenBriefing of housemen
 Checking groomingChecking grooming

28. Night SupervisorNight Supervisor
 Supervising all duties during night shiftSupervising all duties during night shift
 Handle Guest Request & complaintsHandle Guest Request & complaints
 Co-ordinates with all other departmentsCo-ordinates with all other departments
 Clears late departures & early morningClears late departures & early morning
departuredeparture
 Supervises Pest control at NightSupervises Pest control at Night
 Prepares night cleaning schedulePrepares night cleaning schedule
 Providing evening services for late check inProviding evening services for late check in

29. Evening SupervisorEvening Supervisor
 Checking of Departure roomsChecking of Departure rooms
 Checking of Public AreasChecking of Public Areas
 Checking of log entriesChecking of log entries
 Ensuring Night service doneEnsuring Night service done
 Handing over to night supervisorHanding over to night supervisor

30. Desk Control SupervisorDesk Control Supervisor
 Taking guest callsTaking guest calls
 Transferring Guest Request to the staff toTransferring Guest Request to the staff to
get it doneget it done
 Compilation of Room status ReportCompilation of Room status Report
 Co-ordination with front DeskCo-ordination with front Desk
 Co-ordination with maintenance for JobCo-ordination with maintenance for Job
orderorder
 Maintaining RegisterMaintaining Register
 Handling lost & foundHandling lost & found
 Handling KeysHandling Keys
 Updating SchedulesUpdating Schedules

31. Cont. Floor supervisorCont. Floor supervisor
 Preparing Room Status ReportPreparing Room Status Report
 Checking GroomingChecking Grooming
 Briefing of room attendantsBriefing of room attendants
 Floor Pantry OperationsFloor Pantry Operations
 Floor stock takingFloor stock taking
 Floor store managementFloor store management
 Laundry Management of FloorLaundry Management of Floor

32. Floor SupervisorFloor Supervisor
 Inspection of Guest roomInspection of Guest room
 Releasing Room to Front OfficeReleasing Room to Front Office
 Job Order- preparationJob Order- preparation
 Issuing pass keysIssuing pass keys
 Guest Request & ComplaintsGuest Request & Complaints
 Lost & FoundLost & Found
 Complimentary itemsComplimentary items
 Courtesy callsCourtesy calls

33. Public Area SupervisorPublic Area Supervisor
 Preparation of Job orderPreparation of Job order
 Supervision of the Public AreaSupervision of the Public Area
 Checking of GroomingChecking of Grooming
 Briefing & DebriefingBriefing & Debriefing
 Employee DisputesEmployee Disputes
 Guest requestGuest request
 Extra Cleaning Schedules- spring clgExtra Cleaning Schedules- spring clg
 Pest controlPest control
 Flower arrangementFlower arrangement
 Weekly store RequisitionWeekly store Requisition
 Collection of weekly storesCollection of weekly stores

34. LAYOUT OF A HK DEPARTMENTLAYOUT OF A HK DEPARTMENT
FLORIST’S
ROOM
HOUSEKEEP
ING SUPPLY
STORE
DESK
CONTROL
ROOM
LOST &
FOUND
ROOM
SECRETARY’S
ROOM
EXECUTIVE
HK’S ROOM
SEWING
ROOM
LINEN STORE
ROOM
LINEN & UNIFORM ROOM
WITH EMPLOYEE
EXCHANGE
COUNTER
LAUNDRY
HORTICULTUR
E EQUIPMENT
ROOM
HEAVY EQUIPMENT
STORE

35. VARIOUS SECTION OF HKVARIOUS SECTION OF HK
DEPARTMENTDEPARTMENT
 Executive Housekeeper’s cabinExecutive Housekeeper’s cabin
 Secretary’s cabinSecretary’s cabin
 Desk control roomDesk control room
 Lost –and – found sectionLost –and – found section
 Housekeeping storesHousekeeping stores
 Heavy equipment storeHeavy equipment store
 Horticulture equipment roomHorticulture equipment room
 Florist’s roomFlorist’s room

36. SectionsSections
 Linen and Uniform roomLinen and Uniform room
 Linen storeLinen store
 Sewing roomSewing room
 Floor pantry / Maid’s serviceFloor pantry / Maid’s service
roomroom

37. Executive Housekeepers’s cabinExecutive Housekeepers’s cabin
Ex. Housekeeper shouldEx. Housekeeper should
have independent cabinhave independent cabin
It is the administrativeIt is the administrative
centre of thecentre of the
departmentdepartment
A glass panelled officeA glass panelled office
with blinds to providewith blinds to provide
privacy when meetingsprivacy when meetings
are heldare held
The cabin should haveThe cabin should have
one entry cum exist soone entry cum exist so
that it is under thethat it is under the
control of secretarycontrol of secretary
The room should haveThe room should have
cupboards with lockscupboards with locks

38. Secretary’s cabinSecretary’s cabin
 A smaller cabinA smaller cabin
should beshould be
providedprovided
 To control theTo control the
movement intomovement into
thethe
housekeepershousekeepers
cabincabin
 Storage area isStorage area is
essential in theessential in the
secretary’s roomsecretary’s room

39. Desk Control RoomDesk Control Room
 This is theThis is the
communication hubcommunication hub
of the housekeepingof the housekeeping
departmentdepartment
 It is 24 hoursIt is 24 hours
workingworking
 It should be adjoinIt should be adjoin
to Ex housekeeperto Ex housekeeper
cabincabin
 All staff report andAll staff report and
end their shift in thisend their shift in this
pointpoint
 It has a large noticeIt has a large notice
board to pin up theboard to pin up the
information for staffinformation for staff
 More than oneMore than one
telephone is presenttelephone is present
 Storage shelves forStorage shelves for
register and filesregister and files

40. Lost & Found sectionLost & Found section
This area is set asideThis area is set aside
in the desk controlin the desk control
roomroom
Away from high trafficAway from high traffic
areasareas
A cupboard with goodA cupboard with good
locking should belocking should be
provided for storingprovided for storing
the lost & foundthe lost & found
articlesarticles

41. Housekeeping StoreHousekeeping Store
This room store itemsThis room store items
such as cleaningsuch as cleaning
supplies, guestsupplies, guest
supplies, and so onsupplies, and so on
They are issued onThey are issued on
daily basisdaily basis
They should beThey should be
cleaned , dry, andcleaned , dry, and
securely lockedsecurely locked

42. Heavy EquipmHeavy Equipmentent
StoreStore
 This is a room to storeThis is a room to store
bulky equipment andbulky equipment and
item such as vacuumitem such as vacuum
cleaner, carpet shampoocleaner, carpet shampoo
machines, ladder, roll-machines, ladder, roll-
way beds andway beds and
mattressesmattresses
 It should be a clean, dryIt should be a clean, dry
and cool room that canand cool room that can
be locked when not inbe locked when not in
useuse

43. Horticulture equipment RoomHorticulture equipment Room
 This room is used for theThis room is used for the
storage of gardeningstorage of gardening
implements such asimplements such as
rakes, spades, lawnrakes, spades, lawn
mowers, pot , pails,mowers, pot , pails,
water hoses and seedswater hoses and seeds
 It should be near to theIt should be near to the
garden area and shouldgarden area and should
have its doors kepthave its doors kept
lockedlocked
 The size of the roomThe size of the room
depends on thedepends on the
landscape arealandscape area

44. Florist’s roomFlorist’s room
 This should be air-This should be air-
conditioned room toconditioned room to
keep flowers freshkeep flowers fresh
for the flowerfor the flower
arrangementarrangement
required by the hotelrequired by the hotel
 It should have aIt should have a
work table ,work table ,
counters, sink,counters, sink,
adequate wateradequate water
supply, andsupply, and
cupboard to storecupboard to store
equipment,equipment,
container, wirecontainer, wire
cables and othercables and other
accessoriesaccessories

45. Linen & Uniform roomLinen & Uniform room
 This is the room whereThis is the room where
the linen in circulationthe linen in circulation
is stored for issue whenis stored for issue when
received from thereceived from the
laundrylaundry
 The room also stocksThe room also stocks
the uniformsthe uniforms
 It should be situatedIt should be situated
next to the laundrynext to the laundry
 The room should beThe room should be
large, secure, airy, andlarge, secure, airy, and
free from humidityfree from humidity
 There should beThere should be
adequate shelves &adequate shelves &
racks to stock the linenracks to stock the linen
and hanging facilitiesand hanging facilities
for uniformfor uniform

46. Linen StoreLinen Store  This room storesThis room stores
stocks of new linenstocks of new linen
and uniforms,and uniforms,
 It also stocks fabricIt also stocks fabric
and materials forand materials for
soft furnishing,soft furnishing,
linen, uniform tolinen, uniform to
stitchedstitched
 The stock should beThe stock should be
enough to replenishenough to replenish
the entire hotelthe entire hotel
 The room should beThe room should be
cool, well ventilatedcool, well ventilated
and free fromand free from
dampnessdampness

47. Sewing RoomSewing Room
 This room is used forThis room is used for
new repair work onnew repair work on
linen, uniform and softlinen, uniform and soft
furnishingfurnishing
 It should be largeIt should be large
enough to accommodateenough to accommodate
sewing machine, andsewing machine, and
ironing table and spaceironing table and space
for items to be repairedfor items to be repaired

48. Floor Pantry/ Maid’s service roomFloor Pantry/ Maid’s service room
 Though not attached to the department physically, butThough not attached to the department physically, but
part of housekeeping departmentpart of housekeeping department
 These are located on each guest floor to keep a stockThese are located on each guest floor to keep a stock
of linen, guest supplies, and maid’s cart and cleaningof linen, guest supplies, and maid’s cart and cleaning
supplies for the particular floorsupplies for the particular floor
 The floor pantry should be away from guest view butThe floor pantry should be away from guest view but
near the service elevatornear the service elevator
 It has shelves and cupboards to storeIt has shelves and cupboards to store

49. Dustbin
Racks for storing
& cleaning agents
Noticeboard
onthewall
First aid
Maid’s cart
Racksforstoring
Cleaningequipment
Racks for storing
Cleaning equipment
Source of
drinking
water
Wash
basin
Linen chute
Intercom
Fire
extinguisher
LAYOUT OF A FLOOR PANTRY

50. INTER- DEPARTMENTAL RELATIONSHIPINTER- DEPARTMENTAL RELATIONSHIP
SALES &
MARKETING
PERSONNEL
PURCHASE
STORES
FOOD &
BEVERAGE
SECURITY
MAINTENANCE
FRONT-
OFFICE
HOUSE-
KEEPING
SALES &
MARKETING
PERSONNEL
PURCHASE
STORES
FOOD &
BEVERAGE
SECURITY
MAINTENANCE
FRONT-
OFFICE
HOUSE-
KEEPING

51. COORDINATION WITH FRONT OFFICE
 Exchange of information through
 Room status report
 Expected Arrival & Departure list
 Occupancy report
 Discrepancy report
 VIP Amenities voucher
 Room change slip

52.  Uniform issue
 Special cleaning schedule
 Room under maintenance
 Amenities voucher
 Group rooming list
 VIP in the house
 Groups & Crews in the house
 Flowers

53. COORDINATION WITH MAINTENANCE
DEPARTMENT
 It is responsible for engineering facilities
which contribute comfort to the guest
 Various heads under maintenance work
are
 Electrical work
 Boiler work
 Mechanical work
 Plumbing work

54.  Civil work
 Carpentry work
 Routine maintenance
 Preventive maintenance
 Inspection
 Minor correction
 Initiation of work order
 Scheduled maintenance

55. COORDINATON WITH SECURITY
Mainly concerned with the
• Prevention of fire
• Prevention of thefts
• Safe keeping of keys
• Lost property
• Aware of hazards
• Guest privacy
• Training session for handling emergency
situation

56. COORDINATION WITH FOOD &
BEVERAGE DEPT.
 It consist of both Service staff and Kitchen staff
 Hk with restaurant and banquet halls mainly
concerned with Linen & Uniforms
 Forthcoming banquet function is conveyed to HK
 Room service
 HK looks after the Pest control in Restaurant,
Kitchens and store
 Special cleaning
 Staff meals for HK personnel

57. COORDINATION WITH STORES
 Availability of day to day necessities of
housekeeping
 Stocks linen and supplies
 Communication through Store Requisition
Form

58. COORDINATION WITH PERSONNEL
DEPT.
 Recruitment of housekeeping staff
 Managing their salaries and wages
 Addressing indiscipline
 Issuing identity card
 Running induction programmes
 Maintaining locker facilities
 Completing income tax formalities

59.  Effecting transfer, Promotion, Appraisals,
and exit formalities
 Procuring trainees
 Organizing training sessions

60. COORDINATION WITH PURCHASE
DEPT.
 Procures out of stock items for
Housekeeping
such as
Guest Supplies & Amenities
Stationery
Linen
Cleaning Materials and Equipment
HK should convey their requirements
through advance notice through purchase
requisition

61. COORDINATION WITH SALES &MARKETING
 Occupancy forecast
 Future budgeting
 Repeat business
 Uniforms
 Vice –versa relation with both
if the sales person brings the guest and HK does
not execute its function with excellence guest
will not turn up
and if the rooms are well kept, if the sales do not
work than in both case occupancy falls.

62. DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com ,
balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com