this slides discuss about the various staff in housekeeping department, their duties and responsibilities, hierarchy of the department, layout of the department, etc

1. THE HOUSEKEEPING DEPARTMENT IN
HOTELS
BY: DR. BHAVYA KHAMESRA

2. IMPORTANCE
 Provision of clean ,comfortable, safe, environment
 Cleanliness- spotless, tidy, conveniently arranged room
 Lobby, reception area, corridors, room, -reflects the standard of
organization
 First impression is last impression
 3 departments rooms division- front office, housekeeping,
maintenance

3.  All public areas, kitchen , restaurant, offices, health
club, swimming pool, spa, staff rooms,
 24 x 7 x 365 operation
 Décor, interiors, furnishings, exteriors, paints,
planning, architecture, room layout,
 Pest control, waste disposal, linen & laundry ,
Security & safety,

4. RESPONSIBILITIES OF H.K. DEPARTMENT
 Provide clean , comfortable environment to guest
 Courteous staff , reliable & efficient& fast prompt service
 Provide linen in rooms, restaurant, banquets etc.
 Uniform to staff , laundry services
 Flower arrangements, maintain landscaping

5.  Contract servicer
 Renovation & refurbishing of property ,interiors
 Procurement of guest supplies,cleaning agents,
equipments, fabrics, carpets,
 Dealing in lost & found procedures
 Training, control, supervision of staff
 Safety & security of hotel

6. ORGANISITION OF H.K. DEPARTMENT
 Exec .H.K.
 Assist. H.K.
 linen sup. Floor sup Desk sup. Night sup. Public
area sup,garden
 Room attendants, maids, porter, cleaner, tailor,
storekeeper

7. ORGANISATION CHART
Executive Housekeeper
Assistant Housekeeper
Linen
Room
Supervisor
Tailor
Upholster
Maids/
Attend.
Store
Keeper
Runner/
Valet
Desk
Control
Supervisor
Floor Supervisor
Room
Attend./
Maids
House
persons
Night Sup
Night
Room
Attend.
Public Area Sup
Head
Houseman
Housepers
on
Cloakroom
Attendant
Horticulturist
Head
Gardner
Gardener
Florist
Assist.
Florist

8.  Exec . Housekeeper
 Organize, supervise, coordinate
dept
 Ensure excellence
 Duty rosters
 Hire/terminate/promote…
 Motivate staff
 New techniques, products
 Maintain inventory
 Purchasing requisitions, inventory
control, stock taking
 Reports, registers
 Redecoration, refurbishment,
interior , new rooms,
 Budget control , forecasting
 Guest satisfaction
 Assistant housekeeper
 Check & supervise all rooms,
public areas
 Insect all contract cleaning
 Stock taking-linen , Inventories ,
supplies
 Assist exec H.K. in her duties
 Training programmes , schedule
 Coordinate with front office,
maintenance ,etc.
 Check VIP, OOO

9.  FLOOR SUPERVISOR
 3 floors /40 rooms
 Linen from floor to laundry & back
 Ensure supply of equipments ,
supplies , to floors , public areas
 Spring cleaning
 Coordinate with room service
 Maintain par stock on each floor
 Coordinate F.O. manager
 Extra service/amenities to guest
 Safety/security procedures are
followed
 Check scanty baggage
 Prepare housekeeping report
 Maintain standards of cleaning
 NIGHT SUPERVISOR
 Supervise all night staff
 Public areas thoroughly cleaned at
night
 Clean departure rooms/on priority
 Plan order of work
 See lost & found procedures
 Submit room status report
 Report any safety /security hazard

10. LINEN ROOM SUPERVISOR
Maintain all hotel linen,
Dirty linen to laundry & fresh from
laundry
Hand over to all departments
Maintain register
Supervise linen attendants
Replacements/ purchase
Store keeper
Control all stock ,equipments
Store cleaning materials ,
inventories
Issue as per requirements
Prepare requisitions
TAILORS/UPHOLSTERS
Mend all damaged linen ,uniform,
Stitch pillow cases
Refurnish upholstery
Repair guest clothes
Requisite to stores
Public area supervisor
All public areas , function areas are
clean all times
Public toilets are exellent in condition
Spring cleaning of public areas
Flower arrangements in public areas
Banquet hall, restaurants

11. ROOM ATTENDANTS/ MAIDS
12 – 15 ROOMS PER SHIFT
Clean & tidy rooms
Change room/bathroom linen
Make bed
Replenish guest room supplies
Extra amenities in room
Guest laundry
Evening service of room
Check & lock room after service
Lost & found articles in room
FLORIST
Collect fresh flowers
Purchase flowers
Floral arrangements for rooms,
lobby , offices , restaurant
,banquets ,VIP rooms
Provide garlands, bouquets,
Maintain flower arrangements
by changing water,

12. HOUSE PORTERS/ HOUSE MAN
Clean carpets , swimming pool ,
Shift bed , chairs, furniture
Polish all brassware
Clean doors, windows, ventilators
Take down rehang curtains,
Clean fire fighting equipments
Heavy cleaning of corridors,
terraces ,shafts,
HEAD GARDENER
Landscaped areas,gardens,
rocks,waterways are maintained
Seasonal plants/ flowers
Manures, fertilisers,equipments
Watering schedules
Train gardeners
Plant nursery
Laundry in charge
Clean room linen , bathroom linen
Clean guest laundry
Dry cleaning furnishings , curtains
Maintain washing machines , dryers
Clean all equipments after use

13. ATTRIBUTES OF STAFF
Honesty
Tact &
diplomacy
+attitude Calm
Courtesy Punctuality Memory Loyalty
Pleasant
personality
Physical
fitness
Personal
hygiene
Eye for
detail
Cooperation Adaptability

14. LAYOUT OF DEPARTMENT

15. COORDINATION
Housekeeping
Front Office
Maintenance
Security
Food &
Beverage
STORESPURCHASE
PERSONNEL
SALES &
MKT.
LAUNDRY

16. COORDINATION WITH OTHER DEPARTMENTS
 EACH DEPARTMENT DEPENDS ON OTHER DEPT. FOR
INFORMATION ,
 close inter departmental coordination is necessary
 Type , size, category, star rating, of rooms/ establishment
 FRONT OFFICE
F.O. allot rooms, H.K. service rooms ,
constantly exchange information on room status
expected arrivals, &departures , night report / occupancy report ,
OOO, discepreancy report , computerized room status systems ,
which rooms to be cleaned first, dirty to ready status
room maid- floor supervisor- control desk – reception
vip in house , group arrival, crew in house , flowers

17.  MAINTENANCE
many items require attention, raps, w/c, electric switches, etc.
faults should be immediately repaired
Room maid calls control desk - maintenance dept.
Electric work- a/c, bulbs, lights, plugs, short circuit, geysers ,
refrigerator
boiler work
Mechanical work – equipments, vacuum cleaners, ice machines,
civil work – masonry ,plaster,
Carpentry work – broken/damaged furniture, mirrors, cupboard
ROUTINE / PREVENTIVE/ SCHEDULED maintenance
• RESTAURANT
LINEN EXCHANGE, TABLE CLOTH , NAPKIN
waiters collect trays from corridors,
flower arrangement pest control in rest, kitchen, stores

18.  Stores
day to day inventory of H.K. , linen , guest room supplies,
Filling of store requisition form ,receiving stores,
Purchase
Give purchase requisitions ,identify suppliers , quotations from
suppliers personnel dept.
Recruitment, dismissal , salaries, wages, indiscipline, complaints,
transfers, promotion, appraisals, training , exit procedures,
Sales & marketing
Occupancy forecasts are given to H.K. dept.
It helps to prepare budgets, order inventories, staff planning,
Security
Prevention of theft ,fire , accidents, safe keeping of hotel & guest
property
Illegal activities gambling, smuggling, prostitution, drugs
Threats bomb, terrorist, fire, explosion,