Gernor Deramos

BSHRM 1-A

Hotel Housekeeping
Housekeeping in a hotel is a very physically demanding job that includes many, varied tasks.
Typically, in this case study, housekeepers were responsible for cleaning 16 rooms per shift. The
actual amount of work depends on the size of the room and the number of beds.
What are the risk factors of housekeeping?
Hotel housekeepers work in a unique place. Hotels are usually designed for the comfort of their
guests rather than their housekeeping staff. This fact makes it very difficult to improve working
conditions for housekeepers by means of better engineering. However, some improvements can
be made by selecting more appropriate equipment.

Lighter vacuum cleaners (preferably the self-propelling type), and lighter service carts with
wheels designed for carpeted floors would ease the workload for their operators providing this
equipment is always kept in good repair. When new vacuum cleaners are purchased, low noise
emissions should be one of the criteria.

Improving the body postures that pose a major risk for musculoskeletal disorders seems an
unachievable task. Again, this fact results from the peculiarity of hotels as a workplace. To attract
guests and remain competitive, hotel management pursues a policy that everything should be "so
clean it sparkles". Floors, walls, windows, mirrors, and bathroom fixtures might be adequately
cleaned with some form of an extension tool to reduce bending and over-stretching. However,
the demand for spotless cleanliness and hygiene, management often requires their cleaning staff
to spend extra time and effort cleaning by kneeling, leaning, squatting, crouching, slouching and
stretching. These postures will, in time, contribute to new musculoskeletal injuries and aggravate
old ones.
New approaches, other than strictly ergonomic ones, need to be investigated. For example, action
can be taken from the administrative level. Options for improvement include:
job rotation
job enrichment and job enlargement
team work
education and training on work practices

Housekeeping Job Description

 Sample housekeeping job description. Housekeepers are employed either in a private
home or in a commercial environment such as a hotel.
Duties will vary according to the employment environment but the basic tasks and skills
required to perform the housekeeping job remain the same.
The sample housekeeper job description lists these common tasks and requirements and also
identifies the additional tasks and skills required for a housekeeping job in a domestic
environment and in a commercial service.
General Purpose

To maintain a clean, sanitary, comfortable and tidy environment for either private
households or commercial establishments.

Main Job Tasks and Responsibilities

sweep, scrub, mop and polish floors

vacuum clean carpets, rugs and draperies
shampoo carpets, rugs and upholstery
dust and polish furniture and fittings
clean metal fixtures and fittings
empty and clean trash containers
dispose of trash in a sanitary manner
clean wash basins, mirrors, tubs and showers
wipe down glass surfaces
make up beds and change linens as required
tidy up rooms
wash windows as scheduled
sort, wash, load and unload laundry
iron and press clothing and linen
sort, fold and put away clean laundry
operate mechanized cleaning equipment
maintain all cleaning equipment and materials in a safe and sanitary working
condition
monitor and report necessary domestic repairs and replacements

Domestic Housekeeper
 In addition to the above a housekeeper employed in a private household may
perform some or all of the following duties:

check and purchase groceries and household supplies to maintain adequate levels
maintain record of related expenditure
plan and cook meals for employer
care for household pets
polish silverware
wash dishes and clean kitchen according to agreed hygiene standards
clean appliances
run errands for employer
answer telephone and take messages
take care of children

Hotel Housekeeper

In addition to general housekeeping tasks the housekeeper duties in a hotel or

similar environment will include:

clean corridors, lobbies, stairways, elevators and lounges as well as guest rooms
organize work schedule from the room status list, arrivals and departures
distribute linen, towels and room supplies using wheeled carts or by hand
restock room supplies such as drinking glasses, soaps, shampoos, writing
supplies, mini bar
replace dirty linens with clean items
inspect and turn mattresses regularly
store all dirty laundry in line with company policy
monitor guest laundry bags
replace laundry bags and slips
check all appliances in rooms are in working order
realign furniture and amenities according to prescribed layout
respond to guest queries and requests
respond to calls for housekeeping problems such as spills, broken glasses
deliver any requested housekeeping items to guest rooms
remove room service items
organize and restock cart at the end of the shift
ensure confidentiality and security of guest rooms
follow all company safety and security procedures
report any maintenance issues or safety hazards
observe and report damage of hotel property
What are the duties of a hotel housekeeper?
Hotel housekeepers are charged with cleaning and maintaining the rooms and
premises in and around a hotel. This may involve sweeping, waxing and polishing
floors, emptying waste baskets, changing sheets, folding and ironing clothes and
cleaning the rooms and hallways

After the cleaning is complete, hotel housekeepers may also be charged with
putting the final touches to a room, such as spraying air freshener, refolding the
towels and wiping down the coffee pot (if the room has one).

In addition to cleaning duties, hotel housekeepers may also be responsible for

shared duties, such as delivering beds to guest rooms, replenishing toiletry
supplies and lifting and moving lightweight objects around the room.
While a formal education is not required to become a hotel housekeeper, most
hotels prefer that housekeepers have at least high school diploma or GED. Most
housekeepers receive their training on the job, where they get to work next to a
more experienced cleaner.

To work as a hotel housekeeper, candidates will need to have a strong eye for
detail. Since they may sometimes be working in close contact with guests, it also
helps if hotel housekeepers have good interpersonal and communication skills.
Hotel housekeepers spend long hours standing on their feet, while scrubbing,
cleaning and dusting; this work environment requires that hotel housekeepers
have good stamina.

Divisions of a Hotel
There are various divisions (or departments) of a hotel. They are given below.

Front Office
It is responsible for guest check-in and check-out, mail and information services,
and concierge services such as tour booking, reserving theatre and restaurants,
providing airport taxi service, etc.

Food and Beverage

Food and Beverage department is responsible for preparing menus, foods, and
managing inventory of food and beverage items. It includes food and beverage
preparation and service for restaurant, lounge, coffee shops, bars, parties, and
room service.

Uniformed Service Department

It includes parking and door attendants, drivers, porters, and bell attendants.

Housekeeping
Housekeeping includes the duties of keeping the areas of the hotel clean, tidy,
hygienic, and pleasant. It also performs the duties pertaining to decoration of hotel
premises.

Sales and Marketing

All sales, services, advertising, promotions, and public relations are taken care of
by this team.

Security
Security manager and security workers work to keep the property safe and
secured from external hazards.

Accounts
It conducts all financial activities like producing bills and receiving payments,
computing employees compensations and delivering payments. They also carry
out the activities such as compiling monthly and annual income statements,
depositing and securing cash, and controlling and monitoring assets.

Maintenance
The Maintenance department is responsible for the maintenance of the property. It
takes care of repairing furniture and fixtures, and painting the required area. When
the hotel is small, these works are contracted from an outside agency.

Engineering and Technology

It is responsible for keeping all of its equipment operational. The duties include
maintaining telephone, hotel management software, internet etc. It is also
responsible for implementing any new changes required such as upgrading the
software and hardware.

Human Resource Department

Human Resource department is responsible for interviewing and recruiting
qualified staff to be placed at appropriate positions. They also conduct exit
interviews for the employees who wish to quit the work. HRD works to set wages
and salaries based on regional market rates and ensures that the hotel business
meets safety and health administration standards.

In all these departments, the efforts of housekeeping department are overt. They
are directly visible to the guests even before they try food or avail other amenities.
Housekeeping creates the first impression about the hotel in the guests minds.
Hence this department can be said as the heart of the hotel business.

Housekeeping Department Layout in Hotel

 The layout of the housekeeping department depends on the total number of
Guestrooms, Outlets, and Required Staff. The following areas of the department
are the most prominent ones

Office of the Executive Housekeeper

The administrative work of the department is carried out here.

Housekeeping Control Desk It is accessible and operational 24 hours a day.

The housekeeping staff reports at the start and end of the shift here. There are
notice boards, storage shelves, registers, lost and found cupboard, and key-hanger
matrix.

Laundry Area Washing, ironing, dry cleaning, folding of linen and staff
uniform takes place here.

Linen Room Here, the linen of the hotel such as bed-sheets, towels, pillow
cases, etc., are stored, collected, and carried to the required places in the hotel.

Uniform Room The staff uniforms are collected, stored, and distributed from
here.

Tailor Room Here, stitching and repairing of linen and uniforms takes place.

Housekeeping Stores It is a storage area where the cleaning equipment and

items, and guest supplies are securely stored.

Flower Room It is an air-conditioned room with worktables, sink and water

supply, cupboards to store vases and stones, and a counter.

Lost and found stores all the items left by the guests. It directly communicates
with the front office desk, as there the guests tend to first enquire about their lost
articles.

Housekeeping Areas of Responsibility

The housekeeping department is responsible to keep the following areas
clean and tidy.

Guest Rooms
Guest Bathrooms
Public Areas such as Lobby and Lifts
 Banquets and Conference Halls
Parking Area
Sales and Admin Offices
Garden

Apart from the cleaning task, the housekeeping is also responsible for
handling keys of each floor. In addition, it manages the laundry, which is
often at some places considered as a sub-department of housekeeping.

Terms Used in Hotel Housekeeping

Term Meaning

It is a multi-course meal or feast, usually given

Banquets by the host on occasions like a charitable

gathering, a ceremony, or a celebration, often
precedes or succeeds by honoring speeches.

Bridal Suite Room reserved for the newly married people.

Check-In Counter where you announce your arrival or

departure to the hotel.

Coffee Shop Place in a hotel where coffee, light drinks and

meals are served.

Desk Place that provides information or service in a

hotel.

Dining Room Room where guests have their meals.

En Suite Attached to the room.

Guest Room Bedroom for a visitor.

Head Board Upright panel designed or placed behind the head

of a bed.

Lobby A hall, foyer, or waiting room at or near the hotel

entrance.

Lounge Public area of hotel where people can just sit and
relax.
Reception The area/desk at which the guests are received.

It is a detailed information prepared by the

manufacturer or importer of a chemical that
describes the physical and chemical properties,
Material Safety Data Sheet
(MSDS) health hazards, routes of exposure, precautions
for safe handling and use, and first-aid
procedures in case any accident happens.

Abbreviations Used in Housekeeping

Abbreviation Term Meaning

ACCT Accounting A department of a

hotel business that
handles finance.

Depicts that the room

CI Check-In
is ready for check in.

The room status

when guest has
CO Check-Out vacated and the
room still needs to be
prepared for selling.

A room with two

locks, one by hotel
DL Double Lock Room and the other
personal lock put by
the guest.

The guest settled the

bill but did not check
DNCO Did not Check Out
out formally at front
office desk.
 The DND tag or the
privacy lamp depicts
that the guest does
DND Do Not Disturb
not wish to be
disturbed by
housekeeping.

The room is expected

to become vacant
DO Due Out
after the following
day's checkout time.

A product used and

sold by Food and
FBP Food and Beverage Product
Beverage service of
the hotel business.

A service provided by
FBS Food and Beverage Service
the hotel business.

The first contact

FO Front Office point of Hotel staff
and the guests.

A term used for

GC General Cleaning
routine cleaning.

The room attendant

GRA Guest Room Attendant serving under
supervisor.

The hotels reserve

rights to refuse
GRS Guest Refuse Service service because of
the guests behavior
in the previous visit.

HK Housekeeping An important
department of
 service industry.

Depicts that the room

HM Honeymooner is for the newly-wed
couple.

A department taking
care of recruiting,
HRD Human Resources Department induction, and
training of new
skilled employees.

Depicts the status of

IS Inspected the guest room ready
to sell.

Luggage in room but

L Luggage
bed unused.

A vacant room not

NC Not Cleared cleared, not ready for
selling.

O Occupied

The status of the

OC Occupied Clean room as occupied by
the guest or displays
signs of being
OD Occupied Dirty occupied by the
guest.

ONL Occupied No Luggage

OOO Out of Order The status of room

is not ready for
selling because of
some problem such
 as clogged
basin/toilet,
nonfunctioning
shower, or broken
bed. The supervisor
needs to know for
how long it will be
out of order and is
responsible to get it
into order as fast as
possible.

The area or
OS Out Of Service equipment not in
service.

REC Recreation Leisure activity.

The guest that gives

a repeat business as
RET Returned Guest
a result of
satisfaction.

Depicts that the room

SA Special Attention requires special
attention.

Scantly Baggage The baggage is put

SB
carelessly.

A department
catering for the
SEC Security security of the hotel
premises and
properties.

A department taking
care of sales and
SM Sales and Marketing
promotion of the
hotel business.

The room is occupied

SO Sleep-Out but the bed was not
used.
SPA Sanus Per Aquam Sanus Per Aquam

Under Repair Currently under

UR repair and not ready
to sell.

V Vacant
The status of the
VC Vacant Clean
guest room when the
guest has vacated
VD Vacant Dirty
the room.
VCI Vacant Clean Inspected

Vacant Clean Very Important Person The status of the

Inspected room that needs
extra amenities.