Housekeeping Department in Hotel – Definition, Aim, Importance & Responsibilities

The housekeeping department is one of the most important departments in any hotel. It is responsible for maintaining a clean and comfortable environment for hotel guests and ensuring that the hotel is safe and secure. This blog post will explain the definition, organization chart and aim of the housekeeping  in a hotel, providing an overview of what the department does and how it works.

Introduction to Housekeeping 

The aim of all accommodation establishments is to provide their customers with clean, attractive, comfortable, and welcoming surroundings that offer value for money. The Housekeeping department in hotel headed by Executive HouseKeeper.

Nothing sends a stronger message than cleanliness in a hospitality operation. So Housekeeping  in hotel is very important.

Both management and guests consider the keeping of the place clean and in a good order a necessity for a hotel to command a fair price and get repeat business. This was evident in a survey carried out by Market Facts for the company Procter & Gamble, in which 63 percent of travelers rated cleanliness and appearance as the first priority in their quest for hotels.

The housekeeping department in hotel takes pride in keeping the hotel clean and comfortable, so as to create a ‘home away from home’.

Definition of “Housekeeping”

Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing environment’. 

By another definition it define as ‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.

Importance of Housekeeping in hotel

A hotel survives on the sale of rooms, food, beverages, and other minor services such ash the laundry, health club, and so on.

The sale of rooms constitutes a minimum of 50 percent of these sales.

Thus, the major part of a hotel’s margin of profit comes from room sales, because a room once sold can be sold over and over again.

The effort that a housekeeping department makes in giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel.

Unless its décor is appropriate, the air odour-free, and furnishings and upholstery spotless clean, the hotel may lose the guest as a potential repeat customer.

The housekeeping department not only prepares clean guestrooms on a timely basis for arriving guests, but also cleans and maintains everything in the hotel so that the property is as fresh and attractive as the day it opened for business.

Housekeeping, thus, is an ancillary department that contributes in a big way towards the overall reputation of a property.

It is rightly say that housekeeping is a 24 x 7 x 365 operation.

• Imagine the stacks of linen needed to make up all the beds in a hotel;
• the huge amounts of bath soap, tissue, and other amenities such as shampoos, colognes, and so on that must be placed in the guestrooms;
• the miles of carpeting, floors, walls, and ceilings to be cleaned and maintained;
• the countless pieces of furniture that must be dusted and polished, and the barrels of cleaning compounds along with special tools and equipment needed in order to clean these.

Other than hotels, professional housekeeping services are very much in demand in hospitals, on cruise liners, at offices, and more. Since most such organizations prefer to outsource these functions , contract housekeeping is becoming a lucrative entrepreneurship venture these days.

Aims & Objectives of housekeeping

To achieve the maximum efficiency in ensuring the care and comfort of guests & in the smooth functioning of the department.

Establish a welcoming atmosphere.

To ensure courteousness, reliable service from all staff to the guest.

Ensure a high standard of cleanliness and general upkeep in all areas for which the department is responsible.

Function/Responsibilities of  Housekeeping Department

• To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs etc, as well as to maintain an inventory for the same.
• Provide uniforms for all the staff & maintain inventory for the same.
• Cater to the laundering requirements of hotel linen, staff uniforms, and guests.
• To provide & maintain the floral decorations and to maintain the landscaped areas of the hotel.
• Select the right contractors & ensure the quality of work is maintained.
• Co-ordinate renovation and refurnishing of the property in consultation with the management & with interior designers.
• To co-ordinate with the purchase department for the procurement of guest supplies, cleaning agents, equipments, fabrics, carpets, & other items used in the hotel.
• Deal with lost & found articles.
• Ensure training, control and supervision of all housekeeping staff.
• Establish a good working relationship with other departments.
• To ensure that safety & security regulations are made known to all staff of the department.
• Dealing with any guest queries, complaints & requests as they occur.
• To keep the general manager or administrator informed of all matters requiring attention.

Areas under the purview of Housekeeping

Front of the House areas

• Guestrooms
• Corridors
• Lobbies & public restrooms
• Pool and patio areas
• Meeting rooms
• Dining rooms/restaurants
• Banquets Halls
• Convention Halls
• Hotel-operated shops
• Recreation rooms (Games rooms)
• Gymnasium rooms
• Building exterior
• Landscaping & gardens

Back of the house areas

• Management offices
• Storage areas 
• Linen & sewing rooms
• Laundry room
• Employee locker rooms
• Administrative offices
• Cloakrooms
• Maid’s service room

Organization Chart/Hierarchy of a Housekeeping Department

Duties and responsibilities of housekeeping staff

Executive Housekeeper

• Organize, supervise, and coordinate the work of housekeeping personnel on a day-today basis.
• Ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
• Draw up duty rosters and supervise the discipline and conduct of her staff.
• Assure proper communication within the department by conducting regular meetings with all personnel.
• Participate in all head department meetings.
• Hire new employees, warn employees when hotel policies are violated, and discharge employees when necessary.
• Counsel employees on various duties and on work-related issues.
• Motivate her staff and keep their morale high.
• Establish and maintain standard operating procedures (SOP) for cleaning and to
• initiate new procedures to increase the efficiency of labour and product use.
• Search constantly for and test new techniques and products.
• Maintain an inventory of the furniture, linen, and movable equipment in the rooms and related premises and to ensure they are regularly checked.
• Organize maintenance and repair of guestrooms.
• Deal with articles that a guest may have left behind in a room.
• Make sure that the provision of proper uniforms for the hotel staff.
• Ensure observance of hygiene and safety precautions.
• Offer suggestions to the human resource department concerning selection, recruitment, replacement and so on.
• Evaluate employees in order to upgrade them when openings arise.
• Organize and supervise on-the-job and off-the-job training of staff.
• Liaise between the maintenance and housekeeping departments.
• Inspect and approve all supply requisitions for the housekeeping department, and to maintain par stock, inventory control, and cost-control procedures for all materials.
• Check the reports filed and the registers maintained.
• Be responsible for the re-decoration and refurbishing of rooms, lobbies, and so on.
• Prepare the annual housekeeping budgets for submission to General manager.
• Any other job assigned by general manager from time to time.

Deputy Housekeeper

• Check and ensure that all guestrooms, public areas, and ‘back-of-the-house’ areas are clean and well maintained.
• Inspect the work done by contractors, for example, pest control, laundry, window cleaning, and so on.
• Prepare staff duty rosters.
• Ensure periodical stock-taking and maintaining of stock records for linen, uniforms, and equipment.
• Provide the necessary information to and assist the executive officer in staff appraisal, disciplining, termination, and promotion.
• Develop and implement training programmers within the housekeeping department in consultation with the executive housekeeper.
• Assist the executive housekeeper in forecasting and budgeting for operating and capital expenditures. take charge of the housekeeping department in the absence of executive housekeeper.
• Any other job assigned to him by executive housekeeper from time to time.

Assistant Housekeeper

• Be responsible for the efficient and orderly management of cleaning, servicing, and repairing of guestrooms.
• Be responsible for the hotel linen and check its movements and its distribution to room attendants.
• Keep an inventory of all housekeeping supplies and check it regularly.
• Assist the room attendants in their work.
• Provide the front office with a list of rooms ready for allotment to guests.
• Organize the flower arrangements.
• Arrange the training of staff and substitute for the executive housekeeper in case ofi his/her absence.
• Update record books, registers, and files.
• Compile the maids’ roster.
• Check the VIP and OOO (out-of-order) rooms.
• Relieve deputy housekeeper.
• Any other job assigned to him/her by the executive housekeeper or deputy Housekeeper.

Public Area Supervisor

• Ensure that all public areas and other functional areas are kept clean at all times.
• Organize special cleaning of public areas e.g. chandelier cleaning, carpet shampooing etc.
• Make sure that all maintenance jobs are attended to in coordination with the maintenance department.
• Ensure that flower arrangements are placed in appropriate places in the public areas.
• Banquet halls and conference halls are kept ready for functions and conferences.
• Train new recruits.
• Submit performance appraisal for staff working under his control.
• Take care of safety and security systems in public areas e.g. fire alarms, fire extinguishers etc.
• Check and control equipment used in public areas to ensure that they are used properly.
• Take briefing of staff working under him.
• Any other job assigned to him/her by the Assistant Housekeeper.

Floor Supervisor/Floor Housekeeper

• Give the room attendants their room assignments and the floor master keys, which are returned at the end of the day.
• Checks, supervises, and approves the attendant’s work and makes periodical inspection of the physical condition of all rooms on the floor.
• Supervise the handing over of soiled linen to the laundry and requisitioning of fresh ones from housekeeping.
• Supervise spring cleaning.
• Report to maintenance work on his/her floor.
• Ensure that there are adequate supplies of equipment and maintenance, linen, cleaning agents, guest supplies available at all times and also ensure that there is no wastage or damage and all store rooms and cupboards to be kept clean and tidy.
• Co-ordinate with the room service for clearing.
• Maintain par stock for the respective floors.
• Facilitate the provision of extra services to guests, such as baby sitters, hot-water bottles, and so on, on request.
• Immediately report any safety or security hazard to the security department or to the management.
• Pay special attention to VIP rooms and the placement of VIP guest supplies and any flower, fruits placed in the rooms.
• Report on standards of individual staff performance.
• Check on scanty baggage.
• Prepare housekeeping status report.
• Supervise cleaning on the allotted floors and areas including guestrooms, corridors and floor pantries of the allotted floors.
• Any other job assigned to him/her by the Assistant Housekeeper.

Night Supervisor 

• Ensure that all public areas are thoroughly cleaned at night, which is the only time when traffic is low.
• Clear departure rooms to the front office if necessary.
• Plan the order of work according to priority and direct the staff accordingly.
• Make sure that departure rooms are serviced and made ready as soon as possible in order that reception may re-let at any time.
• Organize special cleaning of rooms as required.
• Anticipate guest’s requirements at all times, thereby ensuring comfort and satisfaction.
• See that all lost and found articles are deposited with the control desk.
• Ensure the submission of room attendant’s reports and the room status report.
• Help with the training of staff.
• Report any safety and security hazards.
• Any other job assigned to him/her by the Assistant Housekeeper.

Control Desk Supervisor

• Manage and control housekeeping desk.
• Co-ordinate with the front office for information on departure rooms and handing over of clean rooms.
• Also the co-ordinate with other departments for smooth functioning and efficiency.
• Receive complaints on maintenance and housekeeping.
• Maintain registers kept at the control desk.
• Receive special requests from guests.
• Act as a pivotal person in receiving and disseminating information amongst housekeeping staff.
• Maintain the latest reports regarding room occupancy, VIPs, status of rooms, and so on, so that work can be delegated to attendants and supervisors accordingly.
• Attend to all phone calls received at the control desk.
• Be responsible for guestroom keys given to room attendants and to store the keys and maintain a key register.
• Maintain message books and log books.
• Any other job assigned to him/her by the Assistant Housekeeper.

Guest Room Attendant (GRA)

• Clean and tidy rooms as per the sanitary regulations assigned.
• Change guestroom and bathroom linen.
• Make guestroom beds.
• Replenish guest supplies.
• Be responsible for getting guest laundry processed.
• Hand over lost and found articles to Supervisor.
• Report missing or broken hotel property to the floor supervisor.
• Maintain a polite, dignified and helpful attitude towards the guests.
• Replenish maid’s cart/maid’s trolley with guest supplies, detergents and linen
• Change the water glasses daily and fill the water flasks.
• Attend daily briefing.
• Turn down beds in the evening and draw the curtains.
• Count soiled linen and hand over to laundry and count the fresh ones.
• Check that all bulbs and switches are working, in case of defect or fuse, report the same to the floor supervisor.
• Make physical check of rooms for preparing the housekeeping occupancy list.
• Return keys to the housekeeping department before going off duty.
• Prepare room checklist.
• Any other job assigned to him/her by the Floor Supervisor.

Linen Room Supervisor

• Be responsible for the entire hotel’s linen.
• Send dirty linen to the laundry after checking them piece by piece.
• Check laundered linen before giving it for ironing.
• Put away linen neatly once it has been washed, ironed and mended.
• Check periodically the condition of hotel linen.
• Hand over linen to the various departments on presentation of vouchers signed by the heads of the respective departments.
• Maintain a register of linen movements and check the linen regularly.
• Ensure that the linen room is kept neat and clean.
• Look after the ironing and laundering of guests’ clothes and the uniform of the hotel staff.
• Supervise the work of the linen attendants and tailors.
• Co-ordinate closely with laundry department to ensure timely supply of fresh linen.
• Make suggestions relating to replacement purchases.
• Train the staff to perform their duties effectively and efficiently.
• Help in condemnation of linen.
• Take periodical inventory of linen in the linen room.
• Devise and maintain an effective control system to issue clean linen.
• Any other related work as may be assigned to him/her from time to time by Assistant housekeeper.

Uniform Room Supervisor

• Be responsible for providing clean, serviceable uniforms to the staff of the hotel.
• Keep an inventory control of various uniforms in various stages of use-such as when sorted ones are handed over, or which are being washed or dry-cleaned in the laundry, or those on the person of the staff, or those for future issue.
• See the budget for the procurement of additional material for staff uniforms.
• Any other related job assigned to him/her by the Assistant Housekeeper.

Houseman/Houseperson

• Clean carpets.
• Shift beds, chairs, and other heavy furniture.
• Cart linen to and from floors.
• Make sure that clean garden paths and such outdoor surfaces.
• Clean out the garbage.
• Polish all brassware.
• Help room attendants in their work in guestrooms.
• Clean all doors, windows, and ventilators.
• Take down and re-hang curtains as needed.
• Clean fire-fighting equipment.
• Keep the fire buckets filled with sand.
• Take on heavy cleaning of areas such as shafts and terraces.
• Wash walls, draperies, chandeliers, and other hard-to-reach areas.
• Any other related work as assigned to him by his/her supervisors.

Career in Hotel Housekeeping

A career in hotel housekeeping can be a rewarding and fulfilling one. Housekeeping staff play a vital role in ensuring that guests have a comfortable and enjoyable stay. They are responsible for cleaning and maintaining guest rooms, public areas, and back-of-house areas of the hotel.

There are many different career paths available in hotel housekeeping. Entry-level positions typically involve cleaning guest rooms and public areas. As housekeepers gain experience, they may be promoted to supervisory positions, such as floor supervisor or housekeeping manager. Some housekeepers may also choose to specialize in a particular area, such as laundry or linen management.

Here are some of the benefits of a career in hotel housekeeping –

Job security: Hotel housekeeping is a recession-proof industry. Hotels always need housekeepers to keep their properties clean and inviting for guests.

Opportunities for advancement: There are many opportunities for housekeepers to advance their careers. With experience and hard work, housekeepers can move into supervisory positions, such as floor supervisor or housekeeping manager.

Flexible schedules: Many hotels offer flexible schedules, which can be ideal for students, parents, and people with other commitments.

Competitive wages: Housekeepers typically earn competitive wages, especially in larger cities and rort areas.

Conclusion

In conclusion, Housekeeping in hotels is a fundamental aspect of ensuring a comfortable and enjoyable stay for guests. The department’s definition, aim, importance, and responsibilities are all critical to maintaining the cleanliness, safety, and organization of the hotel’s physical space. The primary goal of the Housekeeping department is to provide guests with a clean, healthy, and attractive environment, which is vital for guest satisfaction and loyalty.

The importance of the Housekeeping department cannot be overstated. Its impact on guest satisfaction and overall hotel reputation is significant. A well-managed department can ensure that guests have a positive and memorable experience, leading to repeat visits and positive reviews. Additionally, the department is responsible for maintaining a safe and secure environment, minimizing the risk of accidents and injuries for guests and staff.

The responsibilities of the Housekeeping department are numerous and varied, from cleaning guest rooms and public areas to managing inventory and responding to guest requests. However, with proper training, communication, and teamwork, the department can operate smoothly and efficiently, providing guests with the highest level of service possible.

In summary, Housekeeping in hotels is a crucial component of a successful hotel operation. The department’s definition, aim, importance, and responsibilities are all critical to ensuring guest satisfaction, loyalty, and safety. By prioritizing training, communication, and attention to detail, the Housekeeping department can help ensure that guests have a positive and memorable experience, leading to long-term success for the hotel.

Also Check out Food Production Department: Definition ,Importance, Objectives & Responsibility