TITLE OF THE DISCUSSION:
HOUSEKEEPER PROFILE
SUBMITTED BY:
GROUP 01:
ALISSON GRACE ADRIANO ERICKA REMEDIO
LEARNING OBJECTIVES:
IDENTIFY MAJOR RESPONSIBILITIES OF HOUSEKEEPER
TO BE ABLE TO DETERMINE ROLE OF THE HOUSE KEEPER
UNDERSTAND DIFFERENT PERSONALITITES AND TRAITS NEEDED AS A
HOUSEKEEPER
KNOWLEDGE ABOUT HOUSEKEEPER PROFILE
STATE AND UNDERSTAND THE IMPORTANCE OF GROOMING AND
HYGIENE OF HOUSEKEEPER.
INTRODUCTION:
A housekeeping management personnel must be extremely detail-oriented to be
effective at their job. From organizing various household items to ensuring that
floors and windows are scrubbed clean and left streak less, these professionals need
a keen eye for detail to successfully perform their duties.
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.
Personality Traits of Housekeeping Management
Personnel
PLEASANT PERSONALITY
PHYSICAL FITNESS
PUNCTUALITY
HONESTY
GOOD MEMORY
COOPERATIVENESS AND COURTESY
ADAPTABILITY AND RIGHT ATTITUDE
LOYALTY AND TACT OF DIPLOMACY
l Attributes Of Housekeeping Staff Pleasant Personality. • Physical Fitness. Personal Hygiene. Grooming. Memory. •
Punctuality. Honesty. Eye For Detail. Cooperation. Courtesy. Loyalty. Tact & Diplomacy. Adaptability. Calm Demeanor.
Right Attitude.
PLEASANT PERSONALITY
•A housekeeper should have pleasant personality so
that he /she can impress the guests that arrive in the
hotel
•His behavior should give a positive impact on the
guests of the hotel. He should always welcome the
guests with a smile and he should also be charming
The voice pitch should be maintained , it should not
exceed the specified limit.
PHYSICAL FITNESS
Most works are manual in nature.
He/She should possess a strong heart & good feet.
HK is a 24x7 service, they may need to handle heavy equipment's
Physical fitness means a lot more in Housekeeping.
Good memory is an essential asset in housekeeping
staff, particularly when dealing with regular guests &
repeat customers.
A staff member who remembers a guest's like,
d'sikes. needs. and wishes will be tremendous asset to
the hotel
PUNCTUALITY
Punctuality is also important. If an employee is continually
late for duty, it shows lack of interest in the work and a lack
of respect for the management and guests.
• Respect for time during working hours will reflect on the
employee's work and help to create an impression worthy of
appreciation
HONESTY
•This is very essential attribute of housekeeping staff,
especially room attendants who have direct access to guest
room
•Guest belonging sometimes valuables are found lying around
in the rooms the temptation to theft are great, it is only the
personal quality discipline and integrity that checks this
temptation
Cooperativeness
•Cooperation Housekeeping staff must cooperate not only with
each other, but also with the staff of other departments.
•This is absolutely essential, since housekeeping involves a lot Of
team-work functioning
If there is any lack of cooperation and coordination, it indirectly
affects the guest and hampers efficiency.
COURTESY
•A housekeeping employee should extend courtesy to both guest
and colleagues.
•It is essential that while dealing with guests, the staff be humble
and polite. Housekeeping staff should never argue with a guest
and, if they cannot deal with the situation, it should be referred
immediately to a senior member of the team. Guests will always
remember pleasant and charming staff, as this adds to the guest's
positive experience in a hotel.
LOYALTY
An employee's first obligation and loyalty are to the establishment in which
they are employed and to its management.
› A situation should never arise when employees use quests as their
sounding board
They should respect the policies and decisions of the management
TACT & RIPLOMACY
Housekeeping staff come into close contact with various kinds of guests.
Some quest may make unusual requests or complaints.
Sometimes guests may be fussy and demand service that override
management policies.
It requires a lot of tact and diplomacy on the part of housekeeping staff to
handle such guests at their level, since under no circumstances can they
be rude to a guest or hurt his /her sentiments
Staff needs to be trained in handling guests who make such requests
Adaptability
•This is an important quality in housekeeping staff. They should be
willing to try out and experiment with new ideas.
•The staff should accept and adapt to change willingly and should
welcome such innovation
Right attitude
Most managers agree that a candidate with the right attitude is
more of an asset to them than a candidate who has the skills but
the wrong attitude.
ADAPTABILITY AND
The candidate with good attitude displays an even temper,
RIGHT ATTITUDE
courtesy, and good humor, and does not betray displeasure even in
the most difficult of times
They learn from their mistakes and are always optimistic.
Housekeeping uniforms can consist of
A housekeeping uniform dresses, shirts, pants, vests, aprons and
is useful for identifying more. Depending on your business and
members of staff and for the unique needs of your housekeeping
portraying your brand as staff, you can also provide them with
a whole. By choosing the
gloves to wear that will fit in with the
right housekeeping
uniform, you can ensure overall uniform. Clothes are usually
that your staff look smart white or black, as their main purpose
and make a good is to enhance hygiene and cleanliness.
impression on your Tunics and shirts can be made to fit,
clients and customers. and they are available in a wide
Uniform can also help to variety of colors and materials. This
build team spirit because helps you to have uniforms that fit in
it makes everyone feel as
perfectly with your company's brand
though they are part of
the team rather than one while being durable and very
individual doing an comfortable to wear.
individual role
Housekeeper grooming standard:
Housekeeper boy
Short haircut
Short side lock Housekeeper lady
Hair comber & tied with net
Trimmed moustache No flowers, fancy hair clips
Daily shave/bath Small earrings
One chain allowed
Trimmed nails No fashionable lipsticks, nail polish
No bracelet/bands Trimmed nails
No bangles
Apply body deodorant Apply body deodorant
Black executive belt Black clean canvas shoes
Washed and ironed uniform
Black polished shoes
Washed & ironed uniform
HOTEL HOUSEKEEPER MAIN RESPONSINILITIES:
1. Executive Housekeeper Management Duties
2. Management and Coordination
3. Hotel Room Cleaning and Preparation
4. Quality Control and Maintenance
5. Cleaning of the Hotel’s Public Spaces
6. Laundry and Upkeep of the Laundry Room
7. Representing Hotel Culture to Guests
8. Upkeeping and Tending Flowers Around the Hotel
HOUSEKEEPER RESPONSIBILITIES:
Stock and sort supplies
Vacuum, clean, dust and polish guest rooms
Make beds, change sheets, remove and replace used
towels and toiletries
Deliver and retrieve items on loan to guests e.g. iron and
ironing boards
Ensure security of guest rooms and privacy of guests
Perform rotation cleaning duties (e.g. steam clean
carpets) as required
LIST OF IMPORTANT HOUSEKEEPER SKILLS:
1. Time management
skills 2. Attention to detail
3. Communication skills
5. Flexibility
4. Interpersonal skills
6. Customer service
7. Housekeeping hard
skills
Housekeeping room attendant:
Housekeeping room attendants provide
for the comfort of guests in hotels, motels,
resorts, lodges and inns by ensuring that
guest rooms and public areas are clean
and properly presented. A housekeeping
room attendant promotes a positive image
of the property to guests, and must be
pleasant, friendly and able to address
problems or special requests.
HOTEL OWNER OF A FIVE STAR HOTEL:
Meet Souadou Niang, a serial entrepreneur and the owner of
Palms Luxury Boutique Hotel in Dakar, Senegal, who used to work as
a housekeeper at the Ritz-Carlton Hotel in the United States.
“I started out cleaning toilets. Today, I am the manager of my own
five-star boutique hotel with 60 employees,” Niang told BBC Africa.
Born and raised in Dakar, Niang moved to the U.S. at the age of 18.
She went from New York to Washington, DC, where she applied for
work at the Ritz-Carlton to help pay for her education.
For 10 years, Niang worked cleaning rooms at the hotel while also
studying. Throughout those years, she always kept in mind that she
would someday become more successful in the field. Sure enough,
she eventually got a job with the management team at the same hotel
she started working as a housekeeper.
SOUADOU NIANG
“I rose through the ranks and that’s where I got the passion. I said one
OWNER OF 5 STAR
day I will go back to my country and show that luxury and quality of
HOTEL
service can be achieved there,” Niang said.
NEWS ABOUT THE NEW ROLE OF
HOTEL STAFF DURING COVID -19
The New Role of Housekeeping Staff: Housekeeping employees are being asked to wear
multiple hats. Housekeeping managers and supervisors are on the floor, filling the role of
room attendants, and completing daily housekeeping tasks. In order to work efficiently and
prevent a decline in guest satisfaction, it’s all hands on deck, always.
Increased and Urgent Need for Flexibility and Visibility
COVID-19 has facilitated the urgent need for flexibility within housekeeping departments.
Gone are the days that a housekeeping manager is able to assign rooms for turnover or
stayover service in the morning, and not make any change to the schedule or assignments
again that day (although, it can be argued that a day with no changes was never the norm!).
With a reduction in travel all around the world, the number of housekeeping staff at hotels
(and hotel employees in general) has decreased significantly. Lean teams are being asked
to do more with less, which requires streamlined task management, operations, and
communication.
“GOOD HOUSEKEEPING IS THE FIRST END OF PRESENTATION
PRINCIPLES OF SAFETY” THANK YOU!!!!
REFERENCES
https://www.indeed.com
https://finance.yahoo.com/
https://slideplayer.com/
https://www.go2hr.ca/career-summary/housekeeping-room-attendant
https://www.aliceplatform.com/
