Hospitality and Hotel

Operations
Different Sections of Housekeeping
• Housekeeping Administration:
• Manages overall departmental operations.
• Handles scheduling, budgeting, and staffing.
• Oversees procurement of supplies and equipment.
• Coordinates with other departments.

• Housekeeping Operations:
• Handles the day-to-day cleaning and maintenance of guest rooms, public
areas, and back-of-house areas.
• Supervises and coordinates the work of housekeeping staff.
• Ensures cleanliness and hygiene standards are maintained.
• Room Attendants:
• Responsible for cleaning and maintaining guest rooms.
• Change bed linens, replenish amenities, and ensure rooms are tidy and well-
stocked.
• Report any maintenance issues or guest requests to the appropriate department.

• Linen and Laundry:

• Manages the cleaning and distribution of linens, towels, and other textiles.
• Operates laundry equipment and ensures proper handling of fabrics.
• Maintains inventory of linen supplies and coordinates with suppliers for
replenishment.
• Public Area Cleaners:
• Clean and maintain the cleanliness of public areas such as lobbies, corridors,
restrooms, and dining areas.
• Ensure public areas are presentable and inviting to guests.
• Monitor and restock supplies as needed.
• Uniform Room:
• Handles the cleaning and maintenance of staff uniforms and other garments.
• Distributes clean uniforms to staff members.
• Repairs or replaces damaged uniforms as necessary.
• Floor Supervisors:
• Oversee the work of room attendants and public area cleaners.
• Assign tasks, inspect work quality, and provide training and guidance to staff.
• Handle guest complaints or special requests related to housekeeping.
• Lost and Found:
• Receives and catalog lost items from guest rooms and public areas.
• Stores lost items securely and logs them into a database.
• Coordinates with guests to return lost items or dispose of unclaimed items
according to policy.
• Pest Control
• Implements measures to prevent and control pests within the hotel premises.
• Conducts regular inspections and pest control treatments as needed.
• Works in coordination with other departments to address any pest-related issues.

• Engineering and Maintenance Coordination

• Collaborates with the engineering department to address maintenance issues
identified during housekeeping operations.
• Reports any maintenance requirements or repairs needed in guest rooms or public
areas.
• Ensures timely resolution of maintenance issues to minimize guest inconvenience.
 Relationship of Housekeeping with Other Departments
The housekeeping department plays a vital role in the overall functioning of various
departments within an organization, especially in industries such as hospitality,
healthcare, and facilities management.
• Front Office/Reception: Housekeeping closely collaborates with the front office
or reception department, especially in hotels. They coordinate guest check-ins and
check-outs to ensure rooms are cleaned and ready for new arrivals. Additionally,
they may communicate guest requests or complaints to ensure prompt resolution.
• Maintenance: Housekeeping and maintenance departments work hand-in-hand to
maintain the cleanliness, safety, and functionality of facilities. Housekeeping staff
may identify maintenance issues during their cleaning routines and report them for
repair. Conversely, maintenance personnel may assist housekeeping with tasks
such as fixing equipment or addressing plumbing issues.
• Food and Beverage: In hotels and resorts, housekeeping may collaborate with the food
and beverage department for functions such as banquet setup and clean-up. They ensure
that event spaces are clean, organized, and properly arranged according to event
requirements.

• Human Resources: The HR department is responsible for hiring, training, and

managing housekeeping staff. They work together to ensure that housekeeping
personnel are adequately trained, motivated, and supported in their roles. HR may also
handle issues related to employee benefits, scheduling, and performance evaluations.

• Finance: The finance department oversees budgeting, cost control, and financial
planning within the organization. Housekeeping provides input to finance regarding the
budget for cleaning supplies, equipment maintenance, and staffing requirements.
Finance, in turn, ensures that adequate funds are allocated to support the housekeeping
department's operations.
• Security: Housekeeping and security departments collaborate to
maintain a safe and secure environment for guests and employees.
Housekeeping staff may report any security concerns or incidents they
encounter during their rounds, while security personnel may assist
housekeeping in ensuring the safety of guests and staff members.

• Sales and Marketing: The sales and marketing department promotes

the organization's services and facilities to attract guests or clients.
Housekeeping plays a crucial role in maintaining high standards of
cleanliness and comfort, which are essential for guest satisfaction and
positive reviews. Therefore, they indirectly support the efforts of the
sales and marketing team by contributing to the overall guest
experience.
 Roles and Responsibilities of Housekeeping Department
• The housekeeping department plays a crucial role in maintaining
cleanliness, orderliness, and aesthetic appeal in various settings,
including hotels, hospitals, offices, and residential buildings.

• Cleaning and Maintenance: The primary responsibility of the

housekeeping department is to clean and maintain all areas within its
jurisdiction. This includes rooms, corridors, lobbies, public areas, and
sometimes even external spaces.

• Room Preparation: In hotels and similar establishments, housekeeping

staff are responsible for preparing guest rooms before check-in. This
involves making beds, replacing linens, cleaning surfaces, and restocking
amenities.
• Inventory Management: Housekeeping staff manage inventory
related to cleaning supplies, linens, and guest amenities. They monitor
stock levels, place orders when necessary, and ensure that supplies are
readily available to support daily operations.

• Laundry Services: Many housekeeping departments handle laundry

services, including washing, drying, folding, and ironing linens,
towels, and guest clothing. They may also coordinate with external
laundry services for larger establishments.

• Public Area Maintenance: Housekeeping staff are often responsible

for maintaining the cleanliness and orderliness of public areas such as
lobbies, hallways, elevators, and recreational facilities. This includes
tasks like vacuuming, dusting, and removing trash.
• Compliance with Safety and Hygiene Standards: Housekeeping
personnel ensure that all cleaning activities adhere to safety and hygiene
standards. This includes using appropriate cleaning agents, following proper
procedures for handling hazardous materials, and maintaining cleanliness to
prevent the spread of infections.

• Lost and Found: Housekeeping departments typically manage lost and

found items within their premises. They collect, catalog, and store lost items
until they can be returned to their owners or disposed of appropriately.

• Guest Relations: Housekeeping staff often interact directly with guests,

addressing their requests and concerns promptly and courteously. They may
provide additional amenities, assist with room adjustments, or offer
information about the facility's services.
• Maintenance Reporting: Housekeeping personnel are often the first to
notice maintenance issues such as faulty equipment, plumbing leaks, or
damaged furnishings. They report these issues to the appropriate maintenance
staff or department to ensure timely resolution.

• Training and Supervision: In larger establishments, housekeeping

supervisors or managers are responsible for training new staff, enforcing
standards of cleanliness and conduct, and managing scheduling and workload
distribution.

• Environmental Initiatives: Some housekeeping departments implement

environmentally friendly practices, such as using eco-friendly cleaning
products, reducing water and energy consumption, and promoting recycling
and waste reduction.
Hierarchy of Housekeeping Department
Conti…..
 Duties and responsibilities of housekeeping staff
The duties and responsibilities of housekeeping staff can vary depending on their specific
setting.

• Cleaning Rooms: Housekeeping staff are primarily responsible for cleaning and
maintaining guest rooms, patient rooms, office spaces, or other assigned areas. This
includes making beds, dusting furniture, vacuuming or sweeping floors, and cleaning
bathrooms.

• Linen and Laundry: They may also be tasked with changing bed linens, replacing
towels, and managing laundry services, including washing, drying, folding, and
organizing linens and uniforms.

• Trash Removal: Emptying trash cans and disposing of waste in a sanitary manner is
another important duty of housekeeping staff to maintain cleanliness and hygiene.

• Restocking Supplies: Housekeepers ensure that guest rooms or other areas are
adequately stocked with amenities such as toiletries, towels, and cleaning supplies.
• Inspecting Rooms: Before guests arrive or after they depart,
housekeeping staff inspect rooms for cleanliness and report any
damages or maintenance issues to appropriate personnel.

• Special Requests: They may fulfill special guest requests such as

providing extra amenities, arranging for room service, or assisting
with luggage.

• Maintaining Public Areas: In addition to guest rooms, housekeeping

staff often clean and maintain common areas such as lobbies,
hallways, elevators, and lounges to ensure a pleasant environment for
guests or residents.
• Adhering to Safety and Sanitation Standards: Following proper
safety and sanitation protocols is crucial to prevent accidents,
minimize the spread of germs, and maintain a healthy environment for
guests and staff alike.

• Customer Service: Housekeeping staff may interact with guests or

residents, answering questions, addressing concerns, and providing
assistance as needed. Friendly and professional customer service
enhances the overall guest experience.

• Teamwork and Communication: Effective communication and

collaboration with other staff members, such as front desk personnel,
maintenance workers, and supervisors, are essential for coordinating
tasks and addressing any issues that arise.
• Teamwork and Communication: Effective communication and
collaboration with other staff members, such as front desk personnel,
maintenance workers, and supervisors, are essential for coordinating
tasks and addressing any issues that arise.

• Following Procedures: Following established procedures and

protocols, such as those for cleaning specific surfaces or handling
hazardous materials, ensures consistency and quality in the
housekeeping operation.

• Adapting to Special Circumstances: Housekeeping staff may need to

adapt to special circumstances such as emergencies, large events, or
VIP guests, requiring flexibility and quick problem-solving skills.
 Importance of Housekeeping Department

• The Housekeeping Department in a hotel plays a crucial role in maintaining

the overall guest experience and ensuring the smooth functioning of hotel
operations.

• Guest Satisfaction: The cleanliness and upkeep of guest rooms are vital for
guest satisfaction. A well-maintained room creates a positive impression and
contributes significantly to guest comfort and enjoyment during their stay.

• Health and Safety: Maintaining cleanliness and hygiene standards is

essential for the health and safety of guests and staff. Proper cleaning
procedures help prevent the spread of diseases and ensure a safe
environment for everyone.
• First Impressions: The cleanliness of common areas such as lobbies,
corridors, and restrooms significantly impacts guests’ first impressions of
the hotel. A clean and well-organized environment sets the tone for a
pleasant stay.

• Reputation: A hotel's reputation is closely tied to its cleanliness standards.

Positive reviews and recommendations from satisfied guests contribute to a
positive image, while poor housekeeping can lead to negative reviews and
damage to the hotel's reputation.

• Operational Efficiency: Housekeeping staff plays a vital role in

coordinating with other departments, such as front office and maintenance,
to ensure smooth operations. Timely cleaning of rooms and public areas and
proper inventory management of supplies contribute to operational
efficiency.
• Revenue Generation: Clean and well-maintained rooms are more likely to
command higher rates and attract repeat guests. Additionally, efficient
housekeeping practices help minimize turnaround time for rooms, allowing
the hotel to accommodate more guests and maximize revenue.

• Compliance with Regulations: The Housekeeping Department ensures

compliance with health, safety, and environmental regulations related to
cleaning products, waste disposal, and hygiene standards. Failure to meet
these regulations can result in fines, penalties, or even closure of the hotel.

• Employee Morale and Training: Properly trained housekeeping staff are

essential for maintaining high cleanliness standards. Investing in training
programs and providing adequate resources and support to housekeeping
staff contributes to employee morale and job satisfaction.
 Objectives of the Housekeeping Department
• The objectives of the Housekeeping Department in a hotel or any similar
establishment can be summarized as follows:

• Maintaining Cleanliness: The primary objective is to ensure cleanliness

and tidiness throughout the hotel premises, including guest rooms, public
areas, and back-of-house areas. This involves regular cleaning, dusting,
vacuuming, mopping, and sanitizing to maintain high hygiene standards.

• Enhancing Guest Experience: Another key objective is to contribute to the

overall guest experience by providing clean, comfortable, and well-
maintained accommodations. This includes ensuring that guest rooms are
properly prepared before check-in, responding promptly to guest requests
for additional amenities or services, and maintaining a welcoming
atmosphere throughout the hotel.
• Ensuring Safety and Security: The Housekeeping Department plays a crucial role in
maintaining a safe and secure environment for guests and staff. This includes
identifying and promptly addressing any safety hazards or maintenance issues,
ensuring that fire exits and emergency equipment are accessible and operational, and
adhering to health and safety regulations.

• Optimizing Operational Efficiency: Efficient housekeeping practices help optimize

hotel operations by minimizing turnaround time for guest rooms, maximizing
occupancy rates, and reducing labour and resource costs. This involves proper
planning, scheduling, and coordination of housekeeping tasks, as well as effective
communication with other departments.

• Preserving Assets and Resources: Housekeeping is responsible for preserving the

hotel's physical assets, such as furniture, fixtures, and equipment, by ensuring proper
care and maintenance. This includes routine inspections, repairs, and replacements as
needed to prolong the lifespan of assets and minimize depreciation.
• Supporting Environmental Sustainability: Many modern hotels prioritize
environmental sustainability, and the Housekeeping Department can contribute to
this goal by implementing eco-friendly cleaning practices, reducing energy and
water consumption, and promoting recycling and waste reduction initiatives.

• Ensuring Compliance and Quality Assurance: The Housekeeping Department

is responsible for ensuring compliance with industry standards, health and safety
regulations, and brand or corporate guidelines. This involves conducting regular
inspections and audits to maintain quality assurance and address any deficiencies
or non-compliance issues.

• Training and Development: Training and developing housekeeping staff is

essential for maintaining high standards of cleanliness and service quality. This
includes providing ongoing training on cleaning techniques, safety procedures,
customer service skills, and using new technologies or equipment effectively.
UNIT-II
 Briefing and Debriefing of Housekeeping Staff
Briefing:

• Purpose: The primary aim of the briefing is to communicate important

information, assign tasks, and motivate the staff for the day ahead.

• Timing: Briefings typically occur at the beginning of each shift, usually

before housekeeping staff start their duties.

• Topics Covered:
• Review of hotel occupancy: Knowing which rooms are occupied and vacant helps in
planning the workload efficiently.

• Special instructions: Any guest requests, VIP arrivals, or specific room requirements
should be communicated.

• Task assignments: Assigning specific duties to each staff member based on room
assignments and priorities.
• Safety and security: Reminding staff of safety protocols, emergency procedures,
and any specific hazards to be aware of.

• Quality standards: Reinforcing cleanliness and hygiene standards, emphasising

attention to detail.

• Time management: Setting expectations regarding completion times for tasks

and efficient use of time.

• Equipment and supplies: Ensuring that all necessary tools, cleaning supplies,
and amenities are available and in good condition.

• Feedback: Provide constructive feedback on previous performance and address

any issues or concerns.
Debriefing:

• Purpose: Debriefing sessions are held at the end of the shift to review the
day's operations, address any issues encountered, and plan for the next day.

• Timing: Debriefing typically occurs after the completion of all tasks and
before the end of the shift.

1. Topics Covered:
1. Review of tasks: Assessing whether all assigned tasks were completed
satisfactorily and addressing any unfinished or overlooked areas.
2. Guest feedback: Sharing any feedback received from guests regarding cleanliness
or service.
3. Challenges encountered: Discussing any difficulties faced during the shift and
brainstorming solutions.
1. Equipment maintenance: Noting any equipment malfunctions or shortages
of supplies and reporting them for maintenance or restocking.

2. Recognition and appreciation: Acknowledging outstanding performance,

teamwork, and contributions.

3. Planning for the next shift: Anticipating any special requirements or

challenges for the following day and adjusting task assignments accordingly.

4. Training needs: Identifying areas where additional training or support may

be required for individual staff members.

5. Feedback: Encouraging staff to share their observations and suggestions for

improvement.
 Cleaning Schedules in the Housekeeping

• Daily Cleaning Tasks:

• Guest Rooms: Cleaning and tidying up guest rooms, including changing linens,
making beds, vacuuming or mopping floors, dusting surfaces, and restocking
amenities.
• Public Areas: Cleaning and maintaining cleanliness in common areas such as
lobbies, corridors, elevators, and lounges. This includes vacuuming, dusting, cleaning
windows, and maintaining decorative elements.

• Periodic Cleaning Tasks:

• Deep Cleaning: Periodic deep cleaning tasks include thorough cleaning of carpets,
upholstery, drapes, and hard-to-reach areas.
• High-Touch Surfaces: Regular disinfection of high-touch surfaces like door handles,
light switches, and remote controls.
• Furniture and Fixtures: Cleaning and polishing furniture, fixtures, and fittings.
• Special Tasks:
• Special Requests: Addressing special guest requests promptly, such as extra
linen, pillows, or specific cleaning instructions.
• Room Inspections: Regular inspections to ensure rooms meet cleanliness
standards before guest check-in.
• Emergency Clean-up: Responding to spills, accidents, or other emergencies
requiring immediate attention.

• Coordination and Communication:

• Shift Handovers: Clear communication between shifts to ensure continuity
and completion of tasks.
• Inventory Management: Monitoring and restocking cleaning supplies and
amenities as needed.
• Maintenance Reports: Reporting any maintenance issues or repairs needed in
guest rooms or public areas.
• Adherence to Standards:
• Health and Safety: Following established health and safety protocols,
including the use of appropriate cleaning agents and personal protective
equipment (PPE).
• Environmental Considerations: Implementing sustainable cleaning practices
where possible, such as using eco-friendly products and minimising waste.

• Documentation and Feedback:

• Record Keeping: Maintaining records of cleaning schedules, inspections, and
any guest feedback related to cleanliness.
• Continuous Improvement: Regular review of cleaning procedures and
schedules to identify areas for improvement or efficiency.
 Cleaning Supplies and Equipment
Cleaning Supplies:

• Cleaning Chemicals: (Taski R Series)

• Bathroom cleaner cum sanitiser (for sinks, tubs, toilets)----R1
• All-purpose cleaner (Hygienic hard surface cleaner)----R2
• Glass and mirror cleaner---R3
• Furniture polish----R4
• Air freshener----R5
• Toilet bowl cleaner---R6
• Floor cleaner (for removal of oil and grease)-----R7
• Bathroom and fittings cleaner---R9
• Disposable Supplies:
• Trash bags (various sizes)
• Disposable gloves
• Disposable wipes (for quick cleaning)

• Non-Disposable Supplies:
• Microfiber cloths (for dusting and wiping surfaces)
• Sponges and scrub brushes
• Mops (with mop heads appropriate for different floor types)
• Brooms and dustpans
• Bucket and wringer for mops
• Dusters (feather or microfiber)
Equipment:

• Vacuum Cleaners:
• Upright vacuum cleaners
• Backpack vacuum cleaners (for efficiency in large areas)
• Handheld vacuum cleaners (for upholstery and hard-to-reach areas)
• Floor Care Machines:
• Floor scrubbers
• Floor polishers/buffers
• Carpet cleaners (for deep cleaning carpets)
• Miscellaneous Equipment:
• Steam cleaners (for sanitizing without chemicals)
• High-reach extension poles (for cleaning high ceilings and walls)
• Trash compactors (for reducing volume of waste)
• Laundry carts (for transporting linens and supplies)

• Safety and Maintenance:

• Personal protective equipment (PPE) such as gloves and safety
goggles.
• Equipment maintenance tools (e.g., screwdrivers, wrenches) for
routine upkeep.
• First aid kit for handling minor injuries.
 Types of Guestrooms

1. Standard Room: Also known as a "classic" or "deluxe" room, it's the

basic accommodation option with essential amenities.

2. Suite: A larger room with a separate living area, and sometimes

multiple bedrooms. It offers more space and often includes additional
amenities like a kitchenette or a dining area.

3. Executive Room: Usually located on a dedicated floor, these rooms

are designed for business travelers and often include access to a
business lounge or additional services.
.
4.Connecting or Adjoining Rooms: These are two or more rooms that
are connected internally, ideal for families or groups traveling together
while maintaining some privacy.

5. Accessible Room: Specifically designed for guests with disabilities,

these rooms have features like wider doors, grab bars, and accessible
bathroom fixtures.

6. Duplex or Loft Room: A room with two levels, offering a distinct

separation between sleeping and living areas, typically with stairs
connecting the two levels.
7. Penthouse: Located on the highest floors, penthouses offer luxury
amenities, expansive space, and panoramic views.

8. Villa or Cottage: Often located in resort settings, these standalone

accommodations provide privacy and may include additional amenities like a
private pool or garden.

9. Extended Stay Room: Designed for guests staying for longer periods,
these rooms often include a small kitchen or kitchenette and are equipped
with amenities for comfort over an extended stay.

10. Jacuzzi or Spa Room: These rooms feature a private hot tub or spa bath,
offering a relaxing experience within the room.
11. Cabana:- Cabana is a room which is near a water body or beside
swimming pool. This room is used for changing or bathing purpose,
usually situated next to the swimming pool.

12. Quad room :- A Quad room is a room has four single beds
separated from each other. This room is meant to accommodate four
people.

13. A Twin room is a room which has two separate single beds, but
shares a common head board. These beds are separated by a center
table, where the telephones, scribbling pads, pen, etc. are placed.
14. A Studio room is a living or sitting room with a Parlor set up. It is a room
with one or two studio Beds or couches or sofa cum bed. It is used for sitting
and cannot be used for sleeping purpose.

15. Lanai is a type of room which is normally found in hill resorts. It is a

room with a good view of scenic beauty like gardens, landscapes, water falls,
lakes, etc.

16. Sico room is a room with a bed that can be set up against the wall when
not in use. It may not have a picture frame or headboard at the back of the
bed.

17. Solarium is a type of room, which is covered by a glass which allows

sunrays to filter in. In European countries solarium is preferred.
 Key Element
1. Bedding and Sleeping Area
• Bed Type: Single, double, queen, king, etc., based on room category.
• Placement: Typically against one wall to maximise space.

2. Work and Desk Area (if applicable)

• Desk: A designated area for work with an ergonomic chair.

• Power Outlets: Easily accessible for charging devices.
• Desk Lamp: Adequate lighting for working comfortably.
3. Seating Area
• Armchair or Sofa: Depending on room size and category.
• Coffee Table: Optional but adds functionality and comfort.

4. Storage and Wardrobe

• Closet: Adequate space with hangers and shelves.
• Drawers: For storing clothes and personal items.
• Luggage Rack: Conveniently placed for guests to access.
5. Entertainment
• TV: Positioned for easy viewing from the bed or seating area.
• Entertainment Console: Storage for TV, minibar, and other
amenities.

6. Lighting
• Ambient Lighting: Soft lighting for relaxation.
• Task Lighting: Brighter lights for reading or working.
• Bedside Lamps: Adjustable for individual comfort.
Conti….
7. Climate Control
• HVAC (Heating, ventilation, Air Conditioning) System: Adjustable
for guest comfort.
• Windows: Curtains or blinds for privacy and light control.

8. Bathroom

• Layout: Accessible from the main room with privacy considerations.

• Amenities: Shower, bathtub (in some cases), toilet, sink, and adequate
counter space.
Conti…..
9. Safety Features
• Smoke Detectors: Strategically placed for safety.
• Emergency Exits: Clearly marked and accessible.

10. Décor and Aesthetics

• Colour Scheme: Harmonious and inviting.

• Artwork and Décor Elements: Enhance the atmosphere and reflect
hotel branding.
Conti…
11. Accessibility
• ADA Compliance: Ensure accessibility for guests with disabilities.
• Room Layout: Spacious enough for easy movement.

Additional Considerations:
• Room Size: Variations based on room category and hotel standards.
• Soundproofing: Minimize the noise from outside and neighbouring
rooms.
Qualities and Attributes of Housekeeping Personnel

•Attention to Detail: They must notice and attend to even the smallest
details to ensure thorough cleanliness and order.

•Physical Stamina: The job can be physically demanding, requiring

strength and endurance for tasks like lifting, bending, and standing for
long periods.
Conti……
•Time Management: Efficient use of time to complete tasks promptly
while maintaining quality standards is crucial.

•Integrity: Trustworthiness is important as they often have access to

private or sensitive areas and belongings.

•Adaptability: Able to respond flexibly to changing priorities or special

requests from clients or supervisors.
•Communication Skills: Basic communication skills are necessary to
understand instructions and to interact professionally with colleagues and
clients.

•Initiative: Proactively identifying tasks that need to be done without

taking consent from supervision.

•Organization: Ability to organize their work effectively to maximize

productivity and minimize disruption to the environment.
•Knowledge of Cleaning Techniques and Products: Understanding
different cleaning methods, chemicals, and equipment to achieve
optimal results without damaging surfaces or materials.

•Customer Service Orientation: Particularly important in settings like

hotels or hospitals where interaction with guests or patients may be
required.

•Teamwork: In larger establishments, the ability to work

collaboratively with other housekeeping staff and departments.
•Respect for Privacy and Confidentiality: Especially in environments
like hospitals or residential settings, respecting the privacy and
confidentiality of residents or patients is critical.

•Problem-Solving Skills: Able to address unexpected issues such as

spills, stains, or equipment malfunctions effectively.

•Commitment to Safety: Awareness of potential hazards and adherence

to safety protocols to prevent accidents or injuries.