UNIT 1

INTRODUCTION TO ACCOMMODATION OPERATIONS IN HOSPITALITY INDUSTRY

Introduction

The housekeeping department in a hotel is responsible for the cleanliness, maintenance and aesthetic
upkeep of the hotel. Just as the name signifies the role of housekeeping is to maintain cleanliness,
comfortable, and safe hotel. Housekeeping is an important and integral part of the guest experience and
satisfaction. It is an extension of basic home keeping multiplied into commercial proportion. The
housekeeping department takes pride keeping the hotel clean and comfortable so as to create a home
away from home environment. The concept of housekeeping is simple but when it is about attending
several hundreds of rooms then the task become gigantic (huge). It takes a well-organized approach and
technical understanding to enable housekeeping to cope with the volume of work.

Whenever we go to any house, office, shop, restaurant, hotel, the very first thing we easily spot is the
cleaning and maintenance of the property and it infact tells a lot about the background of the property,
so we must maintain everything in the house in a good and presentable order to make it look like an
inviting one. Providing a clean, safe, comfortable environment are the key element to any
good housekeeping services. One feels comfortable in such an environment which is
clean, well ordered and every hotel focuses in making the ambiance as pleasant as
possible by nice color scheme, well decoration, attractive furnishing and a well-kept
efficient staff.

As a guest spend more time alone in his room than any other area of the hotel, it become
important to take care of guest need from the point he checks in till he checks out by
giving him personalized services along with proper hygiene and cleanliness. All this adds
to the responsibility of the housekeeping staff. They have a lot work from cleaning and
maintaining guest rooms, public areas, taking care of the laundry, linen, and bed making
decoration, safety and security. Housekeeping staff have to coordinate with the other
departments to provide high quality, timely services and minimize any disturbance. All
this results in a satisfied customer and make him a frequent visitor and bring profit to the
hotel.

MEANING OF HOUSEKEEPING

Housekeeping is not just cleanliness. It includes keeping work areas neat and orderly, maintaining halls
and floors free of slip and trip hazards and removing of waste materials e.g. paper, cardboard and other
fire hazards from work areas. It also requires paying attention to important details such as the layout of
the whole workplace, the adequacy of storage facilities and maintenance. Housekeeping is the
management of household activities; it means dealing in maintaining a clean and comfortable
environment in the hotel.

In other word, it is the housekeeping task to ensure the guest needs and preferences to comfort and
security are fulfilled.Housekeeping is a 24*7*365 days operating department. Housekeeping is
considered as ‘back of the house’ department even though they have some direct contact with the
guests; for example, while cleaning rooms, picking up laundry, providing evening or turn down services,
etc.

Nothing sends a stronger message than cleanliness in a hospitality industry. No level of service,
friendliness or glamour can equal the sensation a guest has upon entering a spotless, tidy and
conveniently arranged room. Both management and guest consider keeping the place clean and in good
order a necessity, for a hotel to command a fair price and to get repeat business. A survey carried out
showed 63% travelers rated cleanliness and appearance as their first priority in their choice of hotels.
The housekeeping department takes pride in keeping the hotel clean and comfortable so as to create a
‘home away from home‘.

OBJECTIVES OF HOUSEKEEPING

• Maintaining clean, safe, comfortable, fresh, and attractive and inviting

surrounding for the guest.
• Keeping a room ready for the new arrival and contributing in the hotel’s
margin of profit by selling of rooms.
• Achieving the maximum possible efficiency in making sure the care and
comfort of the guest and providing maximum satisfaction by taking care of
his needs.
• Making sure of high standard of cleanliness and general upkeep of all areas
the guest rooms, public areas, front of the house, back of the house etc. the
department is responsible for.
• Providing linen in rooms, restaurant, conference hall, food and beverage
department, banquet halls where ever required in the premises of the hotel.
• Coordinating renovation and refurnishing of the hotel property, maintain the
landscaped areas of the hotel areas as and when, in consultation with the
management and with interior designers.
• Establishing a good working relationship with all other departments of the hotel for better
functioning of the hotel.
• Informing the upper management of all the matters which require their attention.
• Coordinating with the purchase department for the procurement of the guest supplies,
cleaning agents, equipment, fabrics, carpet and other items used in hotel.
• Ensuring proper training, control and supervision of all the housekeeping staff ‘members.
• Ensuring courteous, timely and reliable services from the staff.
• Handling the issues related to the safety and security of the guest, staff’s members, and
hotel property.
• Contributing in saving cost of labor, cleaning materials, equipment's etc.

Challenges for the housekeeping department:

• Responsibility for the largest volume of area within the hotel.

• The largest department in the hotel.
• In most cases, has the largest departmental staff count in the hotel.
• Hard to attract skilled employees.
 • Hard to retain employees.
• Hard to motivate employees.
Good housekeeping Poor housekeeping

Customers feel comfortable Customers feel uncomfortable

Customers are satisfied Customers are unsatisfied

Praise and gratuities Complaints and discounts

Customers return Customers switch to other hotels

Good word of mouth Negative word of mouth

Employees are satisfied Employees are unhappy

Employees are retained Employees leave

AREAS OF RESPONSIBILITY

• Guestrooms / Floors: Room attendants and floor supervisors are responsible

for the cleanliness maintenance and security of guestrooms and surrounding
areas.
• Public Areas: Front of the house areas (E.g. swimming pools, parking area,
club, food service area etc.)
• Back of the house areas (E.g. Staff canteen, service elevator, locker rooms,
administrative canteen, laundry, linen rooms, basement, store except kitchen
which is cleaned by the kitchen stewards)
• Linen and Uniform rooms: The housekeeping department is responsible for
its functioning for the repairs and renewal of linen and for maintenance of
proper inventory and stock records of all linen items. Linen includes room
linen, food service linen, soft furnishings, uniforms, bed and bath linen.
• Laundry:
OPL (On Premises Laundry): If the laundry is on premises then the guest laundry
from the rooms is directly collected and delivered by the laundry ballet. However all
hotel linen is first collected in the linen room and then sent to the laundry for washing.

OPL (off premises laundry) is the laundry of both the guest and linen which is done
by the external laundry. All the linen including the guest laundry is collected in the linen
room from it is sent to the external laundry for washing. The washed linen including the
guest laundry is collected at the linen from where it is sent to the guest rooms and other
service points.
 • Florist: It could either be given out for contract or be a part of the
responsibility of the housekeeping department. An employee of the
housekeeping department would be required to do the flower arrangements in
the lobby, guestrooms, restrooms, restaurants. Any banquet requirements like
a backdrop for a wedding are done on contract.
• Extra Room Complimentary & Supplies: Iron, first-aid, hot water bags, ice
bags, thermometer, hair dryer etc are given out for guest use at no extra cost.
However a request for extra beds should be routed through the Front office
since the guest would be charged extra for it.
ROLE OF HOUSEKEEPING

The role of housekeeping is to keep a clean, comfortable, hygienic and safe house. just as
we enjoy keeping a “Sparkling" home for guests and ourselves who visit us at home, the
housekeeping department takes pride in keeping the hotel clean and comfortable so as to
create a "home away from home environment". The housekeeping department not only
prepares the clean guestroom on a timely basis for the guests who are arriving but also
cleans and maintains everything in the hotel so that property is fresh and attractive as
the day it opens for business.

In other words, a hotel's largest margin of profit comes from room sales because a room
once made can be sold over and over again. A good hotel operation ensures optimal room
sales to being in the maximum profit.The room sales is depends upon several other things
such as cleanliness of the room, the quality of room decoration, room facilities and its
safety. The criteria by which each guest decided whether a room is good or bad are
strictly personal.

To make room appealing to a guest is the task of housekeeping which has to ensure the
basic human needs of comfort and security.Housekeeping is the backbone of hotel and
plays an important role in the reputation of hotel and plays the large part in ensuring
whether guests wish to return again or not.

Other than hotels, professional housekeeping service is very much in demand in

hospitals, cooperate buildings, airports, airlines, cruisers, banks shopping arcade. Since
most such organizations prefer to outsource these functions, contract housekeeping is
becoming a lucrative entrepreneurship venture these days.

IMPORTANCE OF HOUSEKEEPING

• Comfort: Achieve the maximum efficiency possible in the care and comfort
of the guests and in providing support services for the smooth running of the
hotel. Every hotel spends a lot of effort in ensuring the quality of beds,
mattress, T.V, air conditioner, attached bar etc.
The comfort must be maintained regularly and should be properly functioning. It is the
duty of the housekeeping department to ensure comfort and a welcoming atmosphere to
hotel guests as well as strive to extend courteous, reliable and satisfactory service from
staffs of all departments .
 • Cleanliness and Hygiene: Ensure a high standard of cleanliness and general
upkeep in all areas. Clean and well maintained areas and equipment's create a
favourable impression on the guest. Hygiene is maintained especially in the
wash room, toilets, pool changing room, health club etc.
• Privacy: The prime concern of any guest irrespective of whether rich or poor,
common man or celebrity, is privacy. Housekeeping staffs ensure the privacy
of the guests and they should be trained with proper procedures to enter the
room.
• Safety and Security: Security is one of the prime concerns of a hotel guest.
The housekeeping department staffs should ensure the safety and security of
the guests with the help of security services. They should also make sure that
fire fighting equipment's and emergency alarms are functional at all times.
They should also ensure peace and noise free atmosphere in the area.
• Decoration: Creating a pleasant and classy ambience is also one of the major
concerns for a guest, This is not easy and requires a good eye for detail. This
work in an art and the housekeeping staff is mainly responsible for creating a
pleasant atmosphere.

FUNCTION OF HOUSEKEEPING

Cleaning Rooms and Public Area

Guestrooms play an important role in earning revenues as well as in image building of the
hotel. Guest always looks for comfort and expects a certain standard of services and it is
the job of the Housekeeping department to make his stay comfortable and make the
ambiance pleasant. Floors, lobby, dining rooms, uniform room, function room ,store
room, bars, office, swimming pool each and everything required to be well cleaned by the
staff.

Bed Making

A guest requires a comfortable bed to take rest, relax, sleep, enjoy and a skilled
personnel will make a wrinkle free bed within minutes. The saying that “your last look at
the room is the Guest’s first look” is still the working guideline for inspection.

Clothing and Linen Management

Linen includes all fabrics that are used in a hospitality industry. Basically linen room is
centralized and acts as a storage point and distribution center for clean linen. Curtains,
bed sheets, cushion cover pillow covers; table covers, napkins are the example of clothes
and linen used in different hotels.Linen is the one of the largest expenses of
housekeeping department. Efficient linen and laundry management ensures that large
volumes of soiled linen are washed and treated so as to look neat, smell fresh and feel
crisp and they are disbursed at the right time and to the right place.

Laundry Services
Another major function of housekeeping department is doing proper cleaning and
hygienic washing of all the linen items and ensuring a continuous supply of linen to the
different areas of the hotel. A hotel may operate its laundry services through –

An in-house laundry is a laundry operating in the premises of the hotel

A commercial laundry the hotel does not manage these laundries on its own but sends
the soiled linen to an outside establishment .

Pest Control

The frequency of hotel pest control depends on several factors, including the hotels
location, size and types of services offered. However, a general rule of thumb is to
schedule pest control service at least once every quarter. This ensures regular monitoring
and prompt action if any issues arise. Insects and the other small animal’s like bedbugs,
rat, mice, cockroaches that are harmful and or cause damage; therefore, pest control is
one of the primary tasks of the department .

Safety and Security

It is the prime duty of the Housekeeping department to take care of the safety and
protection of guests, employees, the property, assets of hotel. The current trend today
uses the term safety in discussing matters such as disasters, fire preventions, fire
protection devices and conditions that provide for freedom from injury and damage to
property. Working in housekeeping involves physical activities and use of equipment both
of which increase the risk of accident and injury so, the housekeeping staff must be
trained in protecting himself and others.

Key Control

Ensuring the proper management of the keys is the prime responsibility of the
housekeeping staff. It should be handled effectively and safely before and after letting
the room.

Interior Decoration

Along with the cleaning and maintenance, the interior decoration is another key area the
housekeeping staffs need to take care of. The aim of interior decorations is to
aesthetically design and plan a room. It is an art of creating a pleasant atmosphere in the
living room with the addition of a complex of furnishing, art and craft, appropriately
combined to achieve planned results.

Room Maintenance

Good housekeeping department is just as responsible for the hotel’s maintenance as an

engineering department. The housekeeping staff works in close liaison with the
engineering department. The damaged and broken items are regularly fixed which
ultimately results in proper functioning and eliminate guest complaints.

Refurbishment and Redecoration

The staff has to do complete renovation where all the soft furnishings are changed and
the furniture too may be changed or re-done. It is usually done once in a 3-5 years floor
wise while redecoration is done as per requirements.

Budgeting

The executive housekeeper draws up the budget keeping in consideration various factors
and presents the annual budget for the forthcoming Budgeting Financial year. Budgeting
is one of the main planning activities of an executive housekeeper.

LAYOUT AND ORGANIZATION STRUCTURE OF HOUSEKEEPING DEPARTMENT

Executive Housekeeper’s office: An Executive housekeeper has to plan, counsel, brief and meets her
subordinates. It should preferably be a glass paneled office so as to give her a view of what is happening
outside the office. The office should be leaded by a cabin for the secretary who would control
movement into the house keeper’s office.

Desk control room: This room acts as a nerve system center for coordination and communication with
the front office and other departments. The desk control room should have a large notice board to pin
up staff schedules and day to day instructions. The desk control room is the point where all staff report
for duty and check out at the duty end.

Linen room: This is the room where current linens are stored for issue and receipt. The room should be
large airy and free from heat and humidity. It should have adequate shelves, easily accessible to stack all
linen. It should be secured and offer no possibilities of pilferage. The linen room should have a counter,
across which the exchange of linen takes place. The room should preferably be adjoining the laundry so
as to supply linen to and from the laundry.
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.

Laundry: This is an important section under housekeeping which is responsible for cleaning of all fabrics
used in hotel. The section should be adjacent to linen room so as to avoid excessive steps. Laundry
should ensure the cleanness and drying of all guest clothes, employee uniforms and linen to the best
assured standard.

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, equipment's, etc. for that floor. It is the nerve center for the floor.
The pantry should be away from the guest view & situated at the service landing near the service
elevators

ORGANIZATIONAL CHART OF LARGE HOTEL

DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS

Executive Housekeeper

• Executive housekeeper is overall in-charge in housekeeping department, who has the

accountability and responsibility of all functions carried out in department.
• To ensure that the department creates a professional impression to customers and team
members.
• To review and act on Customer Service Reports relevant to your areas of responsibility to
achieve positive and consistent results.
• To review and act on customer feedback relevant to your areas of responsibility. This to
include customer complaints and compliments.
• To ensure routine maintenance is carried out in your areas of responsibility, reporting any
damage and wear and tear, ensuring bedroom faults are rectified promptly.
• To organize and set up on-going deep clean schedules.
• He/she insures smooth running of all operations in department.
• Management and supervision of housekeeping personnel and the work done by
subordinates.
• Plan, direct, coordinate and control the functions of the subordinates.
• Develop standard procedures for specific tasks.
 • Maintain inventory, furniture, equipment's, and decorations in hotel as per requirements.
• Establish and maintain standards operating procedures for cleaning.
• Prepare annual housekeeping budget.
• Recruitment, selection, training and dismissal of staff.
• To ensure efficient stores procedures, ensuring cleaning materials and guest supplies are
adequate and stock levels in accordance with hotel business.
• To ensure effective communication with your team by holding regular briefing sessions
and attending all management meetings.
Deputy Housekeeper

Deputy housekeeper is accountable to Executive housekeeper .

• Check and ensure that all guestrooms, public areas and back of the house areas are clean
and well maintained.
• To allocate areas of cleaning on a daily basis fairly, in accordance with hotel procedures
and hotel business.
• Inspections of contractor’s activities and guide them. For example, pest control, laundry,
window cleaning and so on.
• Keep all guest rooms, public areas, back of house areas clean and maintained.
• Conduct Training programmes for personnel.
• To be aware of and strictly adhere to fire procedure precautions and bomb threat
procedures as laid down by the hotel and company in order to satisfy statutory legislation.
• Keep periodical stock records for linen, uniform and equipment's.
• Improve the techniques of housekeeping employees through training.
• Assist Executive housekeeper in inspection of all hotel areas.
• Work closely with other departments like Front office, Food and beverage etc.
• Provide the necessary information to and assist the executive housekeeper in staff
appraisal, disciplining termination and promotion.
• Take charge of the housekeeping department in the absence of executive housekeeper.
Floor Housekeeping / Floor Supervisor

3-4 Floors are assigned to one Floor Supervisor who reports to Assistant housekeeper or Executive
Housekeeper. Floor housekeeper have final responsibility for the condition of guestrooms.

• He/she gives the room attendants their room assignment and the floor master keys, which
are returned at the end of the day.
• Prepare housekeeping status reports.
• Maintain par stock for the respective floors/floor pantry.
• Check on scanty baggage.
• Supervise cleaning on the allotted floors and areas- including guestrooms, corridors,
staircases, floor pantries of the allotted floors
• Inspection of cleaning in rooms and coordination of the work in floors
• Supervise handling of soiled linen to laundry and requisitioning of fresh ones from
housekeeping
• Report maintenance work on the floor
• To ensure the staff are aware of their hours of work and they adhere to the planned duty
roaster.
 • To make any adjustment necessary in their off days in consultation with the concerned
employees.
• To liaise with the maintenance department for any maintenance work required in guest
rooms or public areas and to initiate the work order forms.
• To inspect the record of room status regularly and co-ordinate with the reception desk.
• To arrange for the induction and for the training of the staff.
• Report on standards of individual staff performance.
• Immediately report any safety or security hazard to the security department or to the
management.
• Facilitate the provision of extra services to guests such as baby sitters, hot-water bottles
and so on, on request.
Public Area Supervisor:-

• Ensure that all public areas and other functional areas are kept clean at all times.
• Ensure all maintenance jobs are attended in coordination with the maintenance
department.
• Ensure all flower arrangements are placed in appropriate places in public areas.
• Ensure banquet halls and conference halls are kept ready for functions and conferences.
• Daily supervision of public areas
• Planning periodic cleaning schedule
• Co-coordinating with contract cleaners
• Train new recruits
• Submit performance appraisals of staff working under
• Check and control equipments.
Night Supervisor

• The night supervisor reports to the assistant housekeeper. He supervises all night staff
engaged in the cleaning of public areas and guestrooms in hotel. His/her duties are:-
• Ensure all public areas are thoroughly cleaned at night when the traffic is low.
• Plan order of work and direct staff accordingly.
• Ensure submission of room attendant‘s reports and room status reports.
• Provide guest supplies and attend guest requests in the night like providing water bottles,
extra beds, towels etc.
• Report safety and security hazards. For example fire hazards, slip, trips and falls, electric
hazards, drowning incidents.
• Planning and directing the staff functions.
• Handle items for “lost and found” according to the standards.
• Make sure that departure rooms are serviced and made ready as soon as possible in order
that reception may re-let at any time.
• Follow up the instructions given by lobby manager or night duty manager.
• Prepare report and briefing sheet for the morning briefing.
Linen Room Supervisor/ Linen Keeper:-

• The linen room supervisor reports to assistant housekeeper. His/her duties are:-
• Manage overall daily operations of the linen room.
• Responsible for entire hotels linen.
• Responsible for maintaining the cleanliness of the linen area.
 • Issues linen and uniform to the staff.
• Check laundered linen before giving it for ironing.
• Provide linen to the various departments
• Maintain register of linen movements and check linen regularly.
• Make suggestions related to replacement purchases and give requirements of linen to
executive housekeepers.
• Receive records and oversees sorting of clean linen from laundry and arrange them
properly on the shelves and racks.
• Take linen that is spotted out and place it separately for re-washing or special treatments.
• Issue linen to food and beverage outlet as per requisitions.
• Attend and participate in in-service education classes, on the job training programs etc.
Desk Control Supervisor:

• Coordination with front office for information on departure rooms and handling of clean
rooms.
• Maintain registers kept at control desk.
• Good knowledge of handling guest requests.
• Maintain latest reports regarding room occupancy, VIPs, status of rooms etc.
• Attend to phone calls received at control desk and convey the right message to the right
person.
• Responsible for departmental keys and guest room master keys.
• Informs check out rooms to respective supervisor and clears the same to front office
• All queries, complaints and requests of guest to be attended and to be directed
accordingly. Follow up with concerned department in case of guest request and complain.
• It is a center of communication with other departments
• Updating the housekeeping data board with information like VIP in house, todays
occupancy percentage, arrivals, departure, to do list, rooms for super cleaning etc.
• Should have good telephone etiquette.
• Prepare the room discrepancy list for front office. For example : The room attendant may
go into a room to clean it and find that the guest has already departed. Thus the
housekeeping status of the room would be vacant. However, if guest didn’t check out
officially the front office would still show as occupied. this case is called a “skip”.
• Make the relevant room status changes on the software as per the instructions given by
floor supervisor.
• Should have information of every staff and where they are allotted for the work. For
example staff allotted for floor 1, public area, poolside etc.
• Give proper handover to the next shift and mention all responsibilities in detail to the
next shift staff before leaving.
Guestroom attendant /room maids
Guest room attendant(GRA) report to the floor supervisor. His/her duties are:-

• Cleans the rooms

• Change guestroom and bathroom linen.
• Make guest room beds.
• Replenish guest supplies.
• Answer guest requests promptly on the floor.
• Responsible for collecting guest laundry.
 • Servicing of rooms in the evening( turndown service) and also provide second service.
• Handover lost and found articles if any found in the room
• Replenish maids cart with supplies for the next shift
• Arrange and stock the pantry with linen and supplies.
Horticulturist

• Flowers are used by housekeeping department on a large scale in banquets, guestrooms,

restaurants, lobby, and office and so on. Flowers enhance aesthetic appeal in a hotel.
• Horticulturist supervises a team of gardeners and florists and gives directions to their
functions.
• Supervise the landscape areas and gardens.
• Assist Executive housekeeper in interior decorations.
• Looks after the flower arrangements in any function or on special occasions.
Gardeners

The job of the gardeners requires a lot of physical work which results in the aesthetically beautiful hotel.
A gardener has thorough knowledge of all types of plants and their conditions.

• Plantation of seeds and saplings as per the requirements and season.

• Maintain gardens, plant nursery and prune and trim hedges and bushes.
• Prepare wreaths, bouquets, flowers etc.
• Issue the planting equipment's.
• Adoption of new plantation techniques.
Florist

The job of the florist is flower management for different purpose for different areas of hotel.

• His/her responsibility is to provide attractive flowers, bouquets for all occasions.

• Florist can be assisted by assistant florist in large hotels.
• Purchase flowers from dealers if required.
Laundry manager

The person responsible for the entire functioning of laundry and dry-cleaning unit is the laundry
manager. He/she reports to the Director of housekeeping /Executive housekeeper.

• Laundry supervise assist the manager in laundry functions.

• Laundry manager has knowledge of managerial and operational tasks.
• Lead and direct the laundry personnel.
• Share technical knowledge of chemicals and fabric with all.
Valets/Runners

Runners are persons who run from one guestroom to another for collecting linen. They work in close
assistance with guestroom attendants or housemen for collecting soiled guest laundry and delivery of
fresh guest laundry. They report to Linen room supervisor.

PERSONAL ATTRIBUTES OF HOUSEKEEPING STAFF

Personality is the sum total of physical, mental, emotional, behavioral characteristics of an individual.
These build the personal projection of staff to guests which define the image of hotel.
Following are some personality traits for staff:

Pleasant Personality

As housekeeping staff remains in direct contact with the guests, either its supervisory housekeeping
staff or the operational; should have a pleasant personality. The staff must ensure the following things:

• Well groomed and good presentation.

• Clean and crisp uniform.
• No too strong aftershave and use of mild deodorants.
• Clean, tied up hair.
• Use of maid’s cap for attendants.
• Clean, comfortable, light, low-healed box shoes
• Light make-up and minimum jewellery.
• Ready smile on face always.
Physical Fitness

Long hour’s job demands physical fitness of housekeeping personnel. In order to carry out the daily
routine tasks efficiently and effectively; the staff must maintain level of fitness.

• A thorough medical examination is helpful insuring fitness.

• Daily exercise and yoga activities should undertake.
• Healthy diet and sound sleep help in maintaining fitness.
• Job rotation of operational staff can also help them minimizing physical workload.
Personal Hygiene

The hygiene of hotel is reflected by personal hygiene of the staff. Healthy staff can provide healthy
atmosphere and services to guests; so the following elements of personal hygiene must be considered
by the housekeeping staff.;

• Good and healthy habits.

• Cleanliness of the skin.
• Cleanliness and care of hair, eyes, ears, teeth and nose.
• Cuts and burns should be covered with the correct dressings.
• Hair must be well combed, nails clean and clipped.
• Any infection should be reported and attended immediately.
Cooperation and Coordination

In any organization the objectives are achieved with the coordination and corporation on various stages
with all the concerned parties.

• Thus the housekeeping staff too has to coordinate with Front office for room status and
occupancy, with engineering department for repair and maintenance, with F& B for room
services etc.
• Within the housekeeping department the senior manager guide, supervise and lead his/her
subordinates and likewise they assist the supervisors and report to them.
• It ensures better communication between staff, sharing of information can be easy and
fast, decision making can be easy.
• To conclude emphasize should be on team work for guest satisfaction.
Communication Skill

Good communication skills are the key for a successful manager or employee. In
housekeeping department everyone is sharing information, directing others, giving and
taking orders, so everyone must master the skill of communication.
• Speak in clearly in audible voice of moderate pitch.
• Maintain polite eye contact while interacting with guests.
• Good knowledge of language.
• Good communication skill helps in;
• Coordination and cooperation among staff members.
• Carry out the routine tasks and duties on time and efficiently.
• Maintaining good report among colleagues and guests.
Eye for Detail

Attentive personnel, who quickly sees details and how things work is an essential attribute of
housekeeping staff.The staff must have the power of critical observation, in order to make up a flawless
guestroom and insuring the proper care and maintenance of all areas.The staff should be good at
noticing little things or activities taking place in the premises of the hotel to ensure safety and security.

Adaptability

Adaptability means changing yourself with the changing environment, circumstances by understanding
needs and competition. Changing according to the situations willingness is a great quality of an
employee. In hotels where new techniques, innovations are introduced everyday, the staff must be able
to cope up with these.The staff should have an attitude of learning new things every day

Honesty

Honesty builds strength of character that will allow the employee to be of great service to his/her guest
or head. Being honest means choosing not to lie, steal, cheat or deceive in any way.While working with
the hotel in close contact with guests, where the temptations are great only honest people can survive
in the organization.Dealing with guest’s belongings and ensuring the promised amenities examine the
honesty level.There must be respect and trust among the staff, guest and management for increasing
efficiency and good team spirit.

Courtesy

Courtesy is polite behavior that shows respect for other people. It is a polite gesture or favor towards
guests as well as colleagues which create an impression of worthy of appreciation. Being humble and
polite with guests, never argue with guests and Keep pleasant and charming attitude.

Tact and Diplomacy

It is the skill and sensitivity required in dealing with difficult issues and people. Using tact and diplomacy
aid to effective communication and leads to improved relationship with other people. Help in building
and developing mutual respect and good repo.

Punctual
Punctuality shows interest in the work, dedication towards job, respect for management and
guests.Completing the assigned tasks in working hours, reporting to higher level on time differentiates
the punctual employee from the rest.

COORDINATION AND COOPERATION OF HOUSEKEEPING DEPARTMENT WITH OTHER DEPARTMENTS

Coordination and cooperation of Housekeeping Department with Other Departments is one of the main
functions it perform in order to provide the best services to guest and making the environment a inviting
one.Not only the guest satisfaction but also ensures that no department functions in insulation, leading
to more effective functioning of the hotel. Each department relay on others for information and
otherservices.The Housekeeping Department cooperates with the following departments of the hotel
industry:Front Office, Food & Beverage, Engineering & Maintenance, Purchase & Receiving, Human
Resource and Personnel, Laundry etc.

Housekeeping Department and Front Office Department

First of all the front office department inform the housekeeping staff about the vacant room after the
guest check out for the cleaning and preparing the room for resale.

• Later the cleaned rooms are handed over to the Front office by Housekeeping
Department.
• Major renovations are coordinated with the front office.
• Front office informs housekeeping department about any VIP guest arrivals.
• Special requests of the guests are referred to the housekeeping staff in order to avoid
complaints and to cater the guest needs.
• Front office department is informed regarding any items that have been lost or found, so
that the property can be returned to the guest.
• VIP’s in house: this information is essential so that the staff can take a little extra care
and keener precautions in cleaning and supervising VIP rooms.
• There must be coordination between housekeeping and front office department to share
information on occupancy levels which helps to forecast occupancy for the year and
makes it easier to draw up a budget, establish par stock and estimate required staff
strength.

Housekeeping Department and Food and Beverage Department

• Food and Beverage Department coordinate with Housekeeping Department for linen,
uniform, regular cleaning of restaurant, banquet functioning, pest control, and
safekeeping of the complimentary items.
• Room service trays are cleared by housekeeping.
• The coordination of housekeeping with the restaurants and banquet halls is mainly
concerned with the provision of linen and uniforms.
• There should be coordination to maintain minibar in guest rooms.
• The housekeeping should be well informed about the forthcoming banquet function in
advance so that housekeeping will arrange everything to organize that function.
• The coordination between two departments become particularly necessary in collection of
trays from the guest corridors which are collected from the room, placement of fruit
basket in special rooms.
Housekeeping Department and Engineering and Maintenance Department

The maintenance department takes care of all repairs such as electrical, air conditioning, plumbing,
carpentry, painting, polishing, masonry, fixtures. After the repairs the room is cleared to housekeeping
for sale.Advice of maintenance department is taken before purchasing any equipment. Both the
departments work in close coordination during major renovations and refurbishment projects.

Housekeeping Department and Purchase and Receiving Department

The purchase department procures items for housekeeping such as guest supplies kept in rooms,
stationary, linen of various types, detergents, etc.Housekeeping should convey their requirements to
purchase by way of advance notice in the form of a purchase requisition.

Housekeeping Department and Human Resource and Personnel Department

The both department coordinate with each other for recruitment of housekeeping staff, salary
administration, and grievance procedure, identity cards for staff, induction, transfers, and promotions
abs exit formalities.Housekeeping coordinates with human resource department for the recruitment of
new staff, identity card and for the staff to provide locker as well as dismisses formalities of the staff.

Housekeeping Department and Sales and marketing

The Sales and marketing department inform the housekeeping of the occupancy forecast for the entire
year, which is broken up month wise which helps housekeeping into budget for the necessary
expenses.Sales and marketing department bring the guest to the hotel and the housekeeping
department ensures that the repeat business is obtained by providing the level of cleanliness and
services that meets or exceeds the guest expectations.Sales and marketing staff have to depend on
housekeeping for their uniforms.

Housekeeping Department and Laundry

Housekeeping needs to coordinate with the laundry with regard to housekeeping employees’ uniforms
and those of other departments as well.Laundry helps in enhancing the quality of the housekeeping
services.It has to supply the clean uniforms and linen to housekeeping on time.Housekeeping has to
ensure that clean linen is issued to guest rooms, restaurant, health clubs etc.

Security department:

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 hotel immediately to the security staff.Housekeeping have to coordinate if they see any
anti-social activities in the guest room such as gambling, smuggling and so on.

Thank you