Bonga University

Business and Economics College

Tourism and Hotel Management Department

Course Title: Housekeeping Management Module for Exit Exam

Reviewed by Fayera G

Feb, 2022/23GC
Bonga University
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 HOUSEKEEPING MANAGEMENT MODULE FOR EXIT EXAM 2022/23GC

Course Title: Housekeeping Management

Learning outcome: At the end of the course, the students are expected to:
 Describe the role of the housekeeping department in hospitality operations.
 Identify the duties and responsibilities of the housekeeping staff.
 Express the relationship between housekeeping and other departments in the hotel.
 Identify cleaning equipment and cleaning agents used in guest room and public area
cleaning.
 Explain the safety and security needs of hospitality operations, and how they affect
housekeeping personnel.
 Understand the managerial skills necessary to efficiently operate an on-premises laundry
operation.

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Contents
Chapter One: Introduction to Hotel Housekeeping ........................................................... 4
1.1. Role of Housekeeping ............................................................................................ 4
1.2. Housekeeping Department Organizational Chart ...................................................... 5
1.3. Staff duties and responsibilities ................................................................................. 8
1.4. Housekeeping Co-Ordination with Other Departments ........................................... 13
Chapter Two: House Keeping Equipment and Cleaning Agents .................................... 15
2.1Cleaning Equipment ................................................................................................... 15
2.1.1 Manual Cleaning Equipment ................................................................................ 15
2.1.2. Mechanical Cleaning Equipment ...................................................................... 17
2.2Safety measures to be taken while using cleaning agents and equipment ................. 19
ChapterThree: Room and floor practices and Procedures/cleaning ................................ 22
3.1. Briefing and scheduling staff Briefing .................................................................. 22
3.2. Daily Cleaning of Occupied Rooms .................................................................... 26
3.2.1. Procedures for entering a guest room ............................................................... 26
3.2.2. Procedure for Cleaning a Guest Room ............................................................. 26
3.3. Procedure for Cleaning Bathroom ........................................................................... 27
3.4. Evening / Turn down Service .............................................................................. 28
3.5. Cleaning a Checked Out Room................................................................................ 29
3.6. Daily Cleaning a Vacant Room ............................................................................... 29
Reference (s) ....................................................................................................................................... 30

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HOUSEKEEPING MANAGEMENT MODULE FOR EXIT EXAM 2022/23GC

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Chapter One: Introduction to Hotel Housekeeping
Housekeeping - Definition, Role, Responsibilities, and Layout
1. Definition of Housekeeping
Housekeeping may be defined as the „provision of a clean, comfortable, safe and aesthetically
appealing environment‟. By another definition, „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‟.
Housekeeping department in a hotel is responsible for the cleanliness, maintenance and aesthetic
upkeep of the property. Housekeeping is an important and integral part of the guest experience and
satisfaction.
A hotel‟s housekeeping department provides a clean, comfortable and restful stay for all guests.
The term Housekeeping outside the hospitality, hospital refers to the management of daily duties and
chores involved in the running of a household, such as cleaning, cooking, home maintenance, shopping,
bill payment, etc. These daily recurring tasks may be performed by any members of the household, or by
other persons like butlers or maids who are hired for the purpose.
1.1. Role of Housekeeping

The housekeeping department in the hotel ensures the cleanliness, maintenance, and aesthetic appeal of
all rooms and public areas. The housekeeping department not only turnarounds (prepares and cleans
guestrooms) on time it also cleans and maintains everything in the hotel so that the property is as fresh
and attractive similar to the day when it opened the doors for the business.
The effort that the housekeeping makes in giving a guest a desirable room has a direct bearing on the
guest‟s experience in a hotel. More employees are working in the housekeeping department when
compared to any other hotel department.
Being responsible for the turnaround of the rooms on time, housekeeping's primary communications are
with the front desk/reception team. Each room status is updated regularly from the housekeeping to the
front desk and vice versa. With new technologies available a room status update can be done via the
hotel software, telephone systems, housekeeping mobile applications, etc.
Housekeeping also coordinates closely with the maintenance or engineering department, as the
housekeeping staff identifies different types of maintenance issues while cleaning the rooms and reports
to the maintenance team for rectification or replacement. Example snags or issues with the TV, AC,
Heating unit, Plumbing, Lighting, Electrical faults, Furniture, Toilet, Vanity, Tub, Towels racks,
Ventilation issues, etc.

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The role of housekeeping can change depending upon the type or category of the hotel, for example only
in a luxury or full-service hotel evening or turndown services offered by the housekeeping department.
The housekeeping department is one of the major 'Support Centres' in the hotel as it doesn't generate
any major revenue for the hotel.
Housekeeping is considered a '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
turndown services, etc.
1.2. Housekeeping Department Organizational Chart

Fig 2.1 Housekeeping organizational chart for large-class hotel

The housekeeping organizational chart provides a clear picture of the line of authority, The
housekeeping department in a large hotel or 5 Star Hotel is headed by the executive housekeeper.
He/she reports to the general manager, the resident manager, or the rooms division manager in a large
hotel. In the case of a chain of hotels, the executive housekeeper also reports to the director of
housekeeping, who heads the housekeeping departments in all the hotels of that chain.
The deputy housekeeper assists the executive housekeeper and looks after the various areas of
responsibility in the hotel, that is, floors, public areas, the linen room, desk control, staffing, etc.

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The Housekeeping Organizational Chart in a large hotel also contains multiple supervisors for each
section of the housekeeping like the laundry, Desk Control, Floor Supervisor, Public Area Supervisor,
Night Supervisor, etc. each of these supervisors reports to the Assistant Housekeeper or the Executive
housekeeper.
Find below a standard housekeeping Organizational chart. Also, the housekeeping structure changes as
per the type of hotel and its operation methods, read more about the different types of housekeeping
organizational charts.
Executive Housekeeper's office: An Executive housekeeper has to plan, counsel, brief, and meet her
subordinates. It should preferably be a glass-paneled office to give her/him a view of what is happening
outside the office. The office should be led by a cabin for the secretary who would control movement
into the housekeeper'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 reports
for duty and checks 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 possibility 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 to supply linen to and from the laundry.
Linen room store: This room stores the stock of new linen & cloth materials for uniforms, etc. the
stock maintained should be enough to replenish the whole hotel at a time. However, these stocks are
only touched when the current linen in circulation falls short due to shortage, damage, or loss. The
room should be cool and dry with ample shelves, generally 6" above the ground.
Uniform room: This room stocks the uniform for urgent use. The smaller hotel may choose to combine
the uniform room with the linen room. A separate uniform room depends upon the volume of uniforms
in circulation. The only difference will be that the uniform room would have adequate hanging facilities
as many uniforms are best maintained when hung.

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Tailor's room: This room is kept for house tailors who attend to the stitching and patch-up work of
linen and uniforms. Room is avoided if the mending and the stitching jobs are done on a contract basis.
Lost and found section: This section should be small and airy with cupboards to store guest articles
lost and maybe claimed later.
Flower room: This should be an air-conditioned room to keep flowers fresh. The room should have a
work table, a sink with a water supply, and all the necessary tools required for flower arrangement.
Laundry: This is an important section under housekeeping which is responsible for the cleaning of all
fabrics used in the hotel. The section should be adjacent to the linen room to avoid excessive steps.
Laundry should ensure the cleanness and drying of all guest clothes, employee uniforms, and linen to
the best-assured standard.
Main Responsibilities of Housekeeping

 To ensure well-furnished and maintained guestrooms and public areas.

 To ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
 To oversee the coordination of and administer all housekeeping programs and projects.
 To act as a source of contact in interdepartmental communications, vendors, professional
agencies, etc.
 To act provide a budget, budget control, and forecasting related to housekeeping.
 To achieve maximum efficiency in ensuring the care and comfort of guests & in the smooth
functioning of the department.
 To establish a welcoming atmosphere.
 To ensure courteousness and reliable service from all staff to the guest.
 To ensure a high standard of cleanliness and general upkeep in all areas for which the
department is responsible.
 To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs, etc, as well
as to maintain an inventory for the same.
 To provide uniforms for all the staff & maintain inventory for the same.
 To 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.

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  To select the right contractors & ensure the quality of work is maintained.
 Coordinate renovation and refurnishing of the property in consultation with the
management & with interior designers.
 Coordinate with the purchasing department for the procurement of guest supplies, cleaning
agents, equipment, fabrics, carpets, & other items used in the hotel.\
 To deal with lost & found articles.
 Carpet shampooing and maintenance.
 Dealing with any guest queries, complaints & requests as they occur.
 To keep the general manager or administrator informed of all matters requiring attention.

1.3. Staff duties and responsibilities

1. Executive Housekeeper
 Responsible and accountable for the total cleanliness, maintenance, and aesthetic
upkeep of the hotel.
 This is achieved with the resources of manpower, materials, machines, money, space and
time available to him.
 Schedule, recruit, train, and recommend hiring, discharging and discipline of all department
employees through management and in accordance with labor regulations.
 Prepare reports as required.
 Participate in all department head meetings. Supervise preparation of maintenance
requisitions and maintain follow-up file to ensure that all public areas and guest
accommodations do not deteriorate from standard.
 Train all employees to perform their best in the standard procedures as applicable to their
job positions.
 Develop and recommend standard procedures for new tasks or changed conditions.
 Inspect personally, and supervise inspections by Assistants of all areas in a frequent and
unvarying schedule.

 Pay particular attention on inspection to the presence, of odors and pests and appropriate
control measures.

 Work closely with the General Manager on day-to-day Housekeeping requirements.

 Supervise linen stock and recommend the maintenance of adequate quantities of cleaning
equipments and cleaning supplies with due regard to delivery requirements and import
restrictions on cleaning equipments. Develop and supervise the maintenance of the lost and

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 found procedure including the disbursement of unclaimed articles to employees.

 Prepare the annual housekeeping budget for submission to the General Manager. Identify
reliable suppliers of housekeeping materials including carpets, linen, etc, and recommend
them to the Purchase Department.

2. Assistant Housekeeper
 Maybe one for each shift – in a large hotel.
 He/She may be the housekeeper of a small hotel or the only deputy to the Executive
Housekeeper of a medium-sized hotel.
 He/She manages the resources given to achieve the common objectives of cleanliness,
maintenance, and attractiveness in a given shift.
 His/Her accountability normally ends on the completion of his/her shift.
3. Uniform Room Supervisor
 A non-management person is solely responsible for providing clean serviceable
uniforms to the staff of the hotel.
 In addition, he keeps inventory control on all uniforms and prepares the budget for
them.
4. Uniform Room Attendant
 Assist uniform room supervisor
 Who does the issue of uniforms while receiving soiled ones to be transferred to the laundry?
 These attendants are in actual contact with the staff.
5. Linen Room Supervisor
 A non-management person solely responsible for :
 purchasing,
 storage,
 issue and cleanliness of linen.
6. Linen Room Attendant
Assists the Supervisor by actually issuing linen and filling such records as necessary

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7. Floor Supervisor
 Responsible for the cleanliness, maintenance, and attractiveness of the guest floors given
in a shift.
His/her scope includes
 guest rooms,
 corridors,
 staircases,
 floor pantries of the assigned floor.
8. Public Area Supervisor
 Responsible for cleanliness, maintenance, and attractiveness of all public areas.
 banquets,
 Restaurants &bars,
 Lobby,
 gardens,
 administrative offices,
 shopping arcade,
 health club,
 swimming pool,
 main entrances and
car park areas.
9. Room Attendants
 They do the actual cleaning of guest rooms and bathrooms assigned to them. 10.

Housemen

 Usually, do the heavy physical cleaning required in guest rooms and public areas.
 Heavy-duty vacuuming,
 Shifting of furniture,
 Cleaning of window panes,
11. Head Housemen
• Supervises the work assigned to Housemen.
• He would deputize on behalf of the Public Area Supervisor, especially at night.
• In medium-sized hotels, he could be the person in charge of housekeeping at night shifts.
12. Desk Control Supervisor
• Is the center of information in housekeeping, therefore, is the critical person in
housekeeping operations.
• It is the Desk Control Supervisor who coordinates with the Front Office for information on
departure rooms and handling over-cleaned rooms.
• The Desk also receives complaints on maintenance from Housekeeping Supervisors spread
all over the hotel.

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 13. Cloak Room Attendants
• Cloakroom attendants are responsible for the cleanliness, maintenance, and service of public
area guest toilets.
14. Night Supervisor
Handle any aspect of housekeeping at night including desk control operations, issue of
linen and uniform in an emergency, etc.
• His/Her area of activity includes guest rooms, public areas, linen, and uniform rooms.
15. Horticulturist
• Many hotels may contract horticultural work to an outside agency.
• However, a large hotel may have a horticulturist who not only maintains the gardens of
the hotel but also supplies flowers from the garden for interior arrangements.
• Flowers are used mainly in banquet functions, guest rooms, restaurants, lobby offices, etc.
16. Head Gardener
• Supervises the gardeners in maintaining hotel gardens and keeping them contemporary each
season.
17. Gardeners
• Does the actual digging, planting, watering, etc. of gardens on a day-to-day basis? 5.
Standard Room Status Codes Used in Housekeeping Occupied: A guest currently registered to the room.
Complimentary: The room is occupied, but the guest is not charged for its use.
Stayover: The guest is not checking out today and will remain for at least one more night.
On-change: The guest has departed, but the room has not yet been cleaned and readied for resale.
Do Not Disturb (DND): The guest has requested not to be disturbed.
Sleep-out: A guest was booked into the room, but the bed has not been used.
Skipper: The guest left the hotel without paying the bill.
Sleeper: The guest has settled his/her account and left the hotel, but the front office staff has failed to
properly update the room's status.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest. Out
Of Order (OOO): The cannot be assigned to a guest and is blocked for maintenance activity. Lock
Out: The room has been locked so that the guest cannot re-enter until they are cleared by
the front desk.
DNCO: Did not check out, the guest made arrangements to settle his or her account but left
without informing the front desk.
Due Out: The room is expected to become vacant after the following day's check-out time.
Check Out: The guest has settled his or her account, returned the room keys, and left the hotel.

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Late Checkout: The guest has requested and is being allowed to check out later than the standard
check-out time.
Early Check-in: The guest has requested and is being allowed to check in earlier than the standard
check-in time.
Housekeeping Room Status Cycle Diagram

Fig 2.2 Housekeeping Room Status Cycle Diagram

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1.4. Housekeeping Co-Ordination with Other Departments

Fig 2.3 Housekeeping Co-Ordination with Other Departments

Housekeeping is like the center of the circle in a wheel maintaining close contact directly or
indirectly with all the major departments of the hotel. There must be a change of teamwork among
all the employees to run the organization without any hazards. This is influenced by the
management policy and the behavior of the executive and supervisors toward the workers.
Housekeeping co-ordination with front-office
The cooperation between housekeeping and the front office should be very intimate or close.
Housekeeping prepares the room and front-office sales that room after preparing. Until and unless
a close relationship is not maintained it will be quite tough for a front office to sell the room as it
is the housekeeping department that cleans and shape the room after the guest departs and the front
office reports to the housekeeping department about the number of rooms vacated so that the
housekeeping department can do the cleaning and hand over the rooms.
Housekeeping co-ordination with F/B service
The restaurant, banquet, and other F/B outlets constantly require clean tablecloths, napkins, etc.
The staff who are also working in those outlets require clean uniforms on daily basis. The former
is because they are in guest contact and the latter is to maintain the standard of hygiene.

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Housekeeping is also required in all the F/Boutlets to get the outlet clean before it opens for the
guests.
Housekeeping coordination with Human Resources
Housekeeping coordinates with the personnel department for recruitment of staff, issuing of
identity cards lockers promotion, confirmation, and other facilities.
Housekeeping co-ordination with purchase
The purchase department helps the housekeeping in purchasing various items used in the
housekeeping department such as guest supplies, room stationeries various cleaning agents linens,
etc.
Housekeeping co-ordination with security
The guest room is a private place and hotels spent lots of money to ensure privacy and security.
However, the guest can take the advantage of this privacy by gambling or performing any illegal
activities inside the room. The housekeeping personnel has to be alert to those going out and inform
security to take action against them.
Housekeeping co-ordination with maintenance
One of the most important functions of the housekeeping department is to maintain the hotel or
the purpose of keeping furniture in working order for the safe of the guest. Hence a proper
corelation is necessary with the engineering department. Which carries out the task of fixing out-
oforder furniture, replacement of all the electrical goods repairing all the plumbing items, etc.
Housekeeping co-ordination with laundry
It is part of housekeeping that can either enhance the quality of housekeeping services. The
responsibility of laundry is to wash dirty clothes and deliver clean and fresh linens to the guest as
well as the other departments of hotels. The laundry has to supply clean linens to the housekeeping
department from time to time to run the operation smoothly. Housekeeping has to ensure that clean
linen is issued to the guest room restaurant and health club.
Housekeeping co-ordination with store
Normally housekeeping department has a store that stocks housekeeping linens supplies
independently. Small hotels have only one store which is called the general store. The relationship
between the housekeeping department and the store is important as it ensures the day-to-day
availability of items required by the housekeeping department of the store.
Housekeeping co-ordination with kitchen
Housekeeping supplies day-to-day fresh uniforms, and dusters to the kitchen people and ensures
pest control inside the kitchen

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Chapter Two: House Keeping Equipment and Cleaning Agents
2.1 Cleaning Equipment

• To keep the hotel clean and hygienic, various equipment and supplies are used.
• No work can be done without proper equipment.
• Housekeeping property is broadly classified as either equipment or supplies.
• supplies - consumables,
• equipment - reusable.
• Floor machines, brooms, mops, vacuum machines, etc, are categorized as equipment.
• Whereas cleaning agents are supplies.
(i) Manual cleaning equipment and
(ii) Mechanical cleaning equipment.

2.1.1 Manual Cleaning Equipment

1. Brushes
• The brushes are devices with bristles, wire, or other filaments, used for cleaning.
• Mainly three types of brushes:
Hard brush: have bristles that are stiff and well-spaced. E.g. upholstery brush, carpet brush,

etc.

Soft brush: have bristles that are flexible and set close together.
 They can be used to remove loose soil and litter. E.g. toothbrush, shoe brush, coat brush,
etc.
Scrubbing brush: can be used to remove heavy soiling from small areas or by the use of
mechanical scrubbing machines, if possible.
Example: toilet brush
2. Mops
• A mop is a tool generally used for cleaning floors, and tiled walls, to avoid unhygienic
working conditions.
Dry mop/dust mop
• A dry mop or dust mop is designed to pick up dry, loose contamination like dust, soil,
and sand from the floor surface.
• It consists of yarn and/or microfiber and is used as a first step in cleaning a floor.
• The dry mop can in many instances replace a broom and can hold a limited amount of
dust or sand within itself.
• Ideally, it should be machine washed when it becomes saturated with dust.

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Wet mop/ moist mop
 A wet mop or moist mop is used as a second step in the cleaning of a surface.
• The wet mop is swept over the surface to dissolve and absorb fat, mud, and dried-in
liquid contaminations.
• The dry mop can in many instances replace a broom and can hold a limited amount of
dust or sand within itself.
• Ideally, it should be machine washed when it becomes saturated with dust.
Wet mop/ moist mop
• A wet mop or moist mop is used as a second step in the cleaning of a surface.
• The wet mop is swept over the surface to dissolve and absorb fat, mud, and dried-in
liquid contaminations.
• To clean a floor, the mop is soaked in a bucket of water, usually mixed with a cleaning
solution, and swept against the surface.
• Some buckets include a wringer to strain excess water from the mop, so as not to saturate
the floor and not to leave excessive water on the floor.
• Leaving too much water on the floor will usually result in dust collection and thus result
in a less clean floor.
3. Broom
• A broom is a cleaning tool consisting of stiff fibers attached to, and roughly parallel to, a
cylindrical handle, the broomstick.
• A smaller whisk broom or brush is sometimes called a duster.
4. Squeegees
• A squeegee is a cleaning tool with a flat, smooth, and thick rubber blade, used to remove
or control the flow of liquid on a flat surface.
• It is used for cleaning floors.
A small, thin, and flexible squeegee is used for cleaning windows.
5. Cloths
Floor cloths it is a yarn fabric usually made from loosely spun yarn.
• They are used for the removal of spillages from the floor.
Wipes and swabs
• These are cloths used for wet cleaning of surfaces above floor level.
Scrim It is a loosely woven linen cloth that is absorbent and does not leave stains.
They are suitable for cleaning glazed areas.
Rags / disposable cloths
This old discarded linen is obtained from the linen room and used for general cleaning.

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Dust sheets These are thin cotton sheets used to cover furniture, especially during special/ spring
cleaning. They are also old discarded linen obtained from the linen room.
Chamois leather
• It is the skin of a goat. They are used for cleaning windows and mirrors.
6. Carpet Sweeper
• A carpet sweeper is a mechanical device for the cleaning of carpets in place.
• Some restaurants still use them (as they are lightweight and very quiet.
• A carpet sweeper has rollers, brushes & containers for dirt.
• The arrangement is such that when pushed along a floor the rollers turn and force the
brushes to rotate. The brushes sweep dirt and dust from the floor and deposit the
particles into the container.
• Usually have a long handle to be pushed without bending over.
7. Spray Bottle
To dispense cleaners and chemical formulation through a fine nozzle for cleaning.
8. Dustpan
• Are used in conjunction with a brush for the gathering of dust.

2.1.2. Mechanical Cleaning Equipment

Vacuum Cleaners
• Remove dust and other loose particles from the hard or soft surfaces of carpets by suction
and in addition, have brushes to aid the collection of dust.
• The dust is collected in a container enclosed within the body of the machine or outside in
the form of a bag.
Backpack Vacuums
• Backpack vacuums are very efficient for all types of cleaning, including floors, drapes,
ceiling corners, furniture, and walls.
• Not heavy.
2. Scrubbing / Polishing Machines
• Scrubbing/ Polishing Machines consist of one large or several small brushes which revolve
and scrub the floor while water and detergent are released from a tank attached to a
machine.
• With suitable brushes, this versatile machine can be used for shampooing carpets,
polishing, etc.
3. Hot Water Extraction Machine
• Has no rotary action. Carrying a tank of hot water and detergent, which are used for deep

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cleaning carpets.

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 • The hot water and detergent are shot into the carpet with high-pressure spray nozzles,
the dirt is flushed to the surface and the soiled water is removed by suction into a container
on the machine.
2.2 Safety measures to be taken while using cleaning agents and equipment

How to Ensure Chemical Safety in the Hospitality Sector

If you work in the hospitality business you'll know that the safety of your guests and the cleanliness
of your hotel is vitally important.
Common cleaning products are often disregarded as low risk but these products are still chemicals
and they're extremely bad for human health if handled or stored incorrectly.
Even the most common products are, or have chemicals in them that can cause respiratory
problems, skin and eye irritation, and chemical burns. If they happen to be ingested, the problems
get much, much worse.
Research over the years suggests that up to a quarter of all UK, workers are exposed to some form
of hazardous substance while in the workplace, and thousands of those are diagnosed with health
issues that can be traced to exposure to those substances. Every year.
Tips for Effective Workplace Housekeeping
1. Keep your chemicals behind locked doors
How and where you store your chemicals is vitally important. Generally, chemical storage rooms
should be spacious, ventilated, and sufficiently well-lit. Chemicals should also be stored well away
from guests or food preparation areas. Even away from the items that may be used near food
preparation.
However, to be able to safely store chemicals certain things must be done beforehand. These
include risk assessments which lead to the creation of a safety data sheet that will then dictate how
to properly store your chemicals.
It's important to make sure that your chemical containers are undamaged and closed properly, that
your shelving is strong, undamaged, and sturdy, and that there is enough space between them that
there is very little risk of unsettling more than the container you need.
If you find damaged containers or shelving you need to report it and remove it safely, as soon as
possible. While cleaning and removing the hazard you need to ensure everyone in the vicinity is
aware of the hazard and is directed away from or around it via the proper control measure.

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 2. Signage and labeling should be obvious
One of the easiest ways to identify a hazard is to have a big, obnoxious sign placed right in front
of you. You see the hazard danger warning and immediately know to avoid it.
Your chemical storage areas should be marked so that they are obvious enough to your guests that
they know to stay away from there.
The chemicals you store will also come with specific labels and danger warnings that are designed
to provide enough information in a short glance that the hazard is immediately recognizable.
When storing your chemicals, ensure that these warning labels are pointed out front where they
are easily visible. This is especially important to prevent mixing or handling mishaps.
3. Equip your employees with the right equipment
The health and safety of guests and employees are usually the top priority of a hotel management
team and they will continue to assess the hazards in an ongoing process to make sure all current
and new risks are met, and all control measures are maintained or replaced where needed.
Personal protective equipment is one of those control measures and is usually the last line of
defense. Make sure you are providing it and that your employees are using it.
PPE is enforced when there is no other possible way to prevent injury. I have heard many excuses
as to why workers don't want to wear their PPE; "It's too hot, it's too heavy, it's in the way and
slowing me down." Granted, they're right. It's bulky and heavy. But it's better than receiving a life-
changing chemical burn or lungful of fumes, yeah?
4. Store materials properly
You must ensure chemicals and dangerous substances are stored and handled in a way that
minimizes their risks and limits people‟s exposure to them.
You can control risks by:
 storing chemicals according to the manufacturer‟s instructions
 keeping the minimum quantity of hazardous substances necessary
 storing incompatible substances separately
 taking steps to prevent the release or leakage of dangerous substances
 keeping a spill kit near range areas, and ensuring staff are trained in what to do in the
event of a spill
 cleaning up any leaks or spills that occur
 using appropriate precautions when handling substances – for example, wearing
protective clothing or ensuring adequate ventilation
 ensuring employees who store and handle dangerous substances are properly trained
 checking containers used for short-term storage are properly labeled

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If you store chemicals or dangerous substances that could create a fire or explosion, you must
ensure that flammable substances are correctly stored in suitable containers and are not stored near
a source of ignition such as a heater.
You should also:
 place stores of liquid above ground where they‟re unlikely to be damaged, eg
away from traffic routes
 avoid overfilling containers
 supervise deliveries
 maintain gauges, valves, and pipework
 monitor oil use – unexpectedly high use may indicate a leak
 have procedures for dealing with emergency leakages
 use a secondary containment system such as a drip tray or bund (a storage area
designed to prevent liquids from escaping)
5. Care of the equipment
Training and good supervision are necessary regarding the care to be given to equipment. The
head housekeeper should ensure that the staff :
 Use it properly
 Store it correctly
 Clean properly

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 ChapterThree: Room and floor practices and Procedures/cleaning
3.1. Briefing and scheduling staff Briefing
 Done at the beginning of the work shift.
 Provided by management
 to facilitate two-way communication between management and staff.
 is conducted after the employee has formally checked in to the hotel
 Conducted in the housekeeping control room.
 Usually, the head housekeeper or the deputy conducts the briefing.
 The briefing lasted no longer than 15 minutes.
The following are the issues that should be covered in a briefing.
1. Dress turnout – HK staff are mostly in guest visibility and contact areas.
 It is thus important that they are well-groomed and clean.
 grooming projects the image and quality of the hotel,
 a guest also likes to feel that people who clean his/her room are very clean. It is thus very
important for the housekeeper to ensure
 Personnel cleanliness

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  Hair clean and neatly combed
 Light make-up
 Small earrings and bracelet
 Uniforms must be clean and pressed
 Low-heeled shoes and clean
2. Policies and procedures
 Any new policies and procedures introduced - explained to the staff during the briefing.
3. VIPs in the house
 The names, room numbers, and the importance of each VIP - were communicated to all staff
/those assigned to their floors/.
4. Allotment of duties
 The duties of each staff member and the areas of accountability are explained.
 They are also told which supervisor would be in charge of each floor.
5. Training
 The briefing is a time that can be used as a simple training opportunity.
 Simple tasks may be demonstrated so that they can be practiced under supervision at their
workplace.
6. Standard of performance
 Reminding standard expected by the management during the briefing.
 Standard - no of rooms or time to finish one room
 first-hand feedback on whether they are maintaining the required standards.
7. Recognition and praise
 Since all housekeeping staff on a given shift assemble for briefing,
 it is the ideal time to give a word of praise or recognition to deserving staff.
The 10-Step Cleaning Process
Now that your room is organized, you‟ll need to continue to clean it thoroughly. The best way to
maintain a high level of cleanliness in your hotel is to have a system for how rooms are cleaned
by you or your staff. Your staff should be trained to know what the standards are for each room
type and how to achieve those standards. There should also be a schedule or some sort of system
in place so that every room is cleaned regularly. We suggest the following to ensure your room is
cleaned thoroughly each time.
1. Ventilate the Room
You should properly ventilate a hotel room before guests stay. This is because guests expect a
clean, freshs melling room when they check-in. If the room smells musty or stale, they will be
disappointed. This is also to disburse any chemical smells that may linger after deep cleaning.
Housekeepers should open all doors and windows while they clean to ensure the room is properly
aired out by the time the new guests arrive.

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2. Change and Restock Bed Linen and Towels
Beds and linen should be made and replaced before guests stay. Not only will it make your room
look neater, but it will also give you a sense of accomplishment when you start your day. This
includes stripping the beds of old sheets, duvets, and pillowcases, and collecting old towels and
facecloths. These should be placed in a laundry bin so they‟re ready to be cleaned by the laundry
company. Or, if you‟re cleaning them yourself, be sure to wash your sheets in hot water and use a
disinfectant cleaner to kill any bacteria.
If a guest is staying for more than one night they may not require new linen. To check this, it‟s
standard practice to leave door hangars which guests can use to indicate whether they‟d like a “turn
down” service, or whether they require no maintenance at all. It‟s generally recommended that
you change the sheets in a hotel room every three days – but always, in between guests. It‟s also
important to change the sheets if there are any stains or if they become wrinkled.
If guests don‟t require any new linen or towels, it‟s still important to hang up all damp towels so
that they can dry and the room remains odorless.
3. Remove Rubbish
It‟s always important to remove rubbish left behind by previous guests. Make sure to empty the
bins and replace them with bin liners, as well as remove anything else left behind. You‟ll need to
also check for this in hidden areas, such as under the beds and on the shelves. Any food that has
been left behind by guests should also be removed.
4. Dusting
Rooms, even after a day or two, can become dusty. You‟ll need to dust shelves, televisions, and
any surfaces where you can see this collection before the next guests arrive. This also includes
ceilings and hard-to-reach places, so it‟s essential to own an extendable duster. Dust and cobwebs
tend to collect on ceilings and high surfaces, so start there and work your way down.
5. Wipe and Disinfect High Touch Surfaces
Now, more than ever, you‟ll also need to wipe down all surfaces with disinfectant – including
high-touch surfaces and electronics. Think television buttons, remote controls, light switches, and
phones. This will help keep guests and your staff safe during the pandemic.
Don‟t forget the details. It‟s easy to overlook things like doorknobs, and baseboards when you‟re
cleaning, but taking the time to clean these areas will make a big difference.
6. Clean the Bathroom Thoroughly
Housekeepers should clean the shower and toilet in hotels before guests arrive. This includes
scrubbing the tub, shower, and sink. The toilet should be cleaned with a disinfectant cleaner and
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the floor should be mopped. In the shower, make sure to clean any mold or mildew that may have
formed and leave it dry.
7. Clean Mirrors and Windows
Mirrors, especially in the bathroom, can quickly become dirty and are noticeable to guests. Guests
use these every day, so take the time to ensure they are spotless. This also goes for windows that
tend to collect fingerprints. Use special glass cleaner and microfiber cloths while cleaning to ensure
they‟re left streakfree and crystal clear.
8. Vacuuming Floors and Furniture
Vacuuming your carpets between guests is important for several reasons. First, it helps to remove
any dirt, dust, or hair that may have been left behind. Second, it helps to freshen up the room and
make it smell clean. Third, it helps to remove any allergens that may be present in the room.
Vacuuming will help to make your guests‟ stay more comfortable and will also help to prolong
the life of your carpet.
Be sure to vacuum upholstered furniture and curtains regularly too. The vacuum will come with
special attachments for these specific areas.
9. Restock Amenities and Consumables
Next, it‟s important to restock what is missing from the room – including any toiletries that you
supply guests. These include soap, shampoo, and toilet paper rolls. This will ensure guests don‟t
run out during their stay, and new guests will be ready to wash up once they enter the door.
This also means replenishing drink sachets such as coffee and tea, and any other items that you
offer on the counter or in the mini-bar. Depending on your policy, it‟s important to log which items
are missing so that guests can be charged accordingly.
Next, wash and dry all used cutlery and cups – depending on what‟s available in the room. The
sink will need to be left clean and tidy afterward too.
10. Final Check
Before leaving the room, check that all windows are closed and doors shut. This will ensure the
room temperature returns to normal before your next guest arrives. If there is any scent remaining
in the room, you can use an air freshener to help with this. Finally, check that there‟s no remaining
rubbish and that the furniture is tidy, and that all the supplies have been restocked.
Now is also the time to check guest requests. If they require anything special in their room, you
must supply these before you leave.

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 3.2. Daily Cleaning Of Occupied Rooms
Care has to be taken while cleaning an occupied room. Because all guests are not the same, most of the
guest would expect certain discipline from the housekeeping staffs. And, therefore, the housekeeping
staffs are trained to handle the guests as well the guest rooms properly
3.2.1. Procedures for entering a guest room
The housekeeping staff should follow the procedure given below for entering the guest room.
 Before starting the cleaning, the room attendant should see the status of all the rooms from the lot of
rooms allocated to him.
 Leave the DND (Do not Disturb) rooms undisturbed.
 Knock the door with knuckles and announce in a pleasant voice, “Housekeeping…”.
 Wait for five seconds to hear the guest‟s response.
 In case of no response, announce the same again.
 If there is no answer a second time too, open the door with the key.
 Enter the room.
 If the guest is found sleeping, withdraw from the room quietly.
 In case the guest answers, ask politely when would he like to service the room.
 In case the guest wants it later, acknowledge his reply and withdraw from the room.
 If the housekeeping work is in progress and the guest returns from outside, greet him and ask if
the guest would like to return in some time.
3.2.2. Procedure for Cleaning a Guest Room
 Switch off the room air-conditioner or heating. Draw all curtains and open the windows
for airing the room.
 Remove soiled linen from beds and bath. Shake out the linen to ensure that no guest
articles are lost in the folds of the linen. Put the soiled linen in the linen hamper/laundry
bag provided on the chamber maid's trolley.
 Check for maintenance requirements and report the same to the control desk and enter in
the room check list.
 Contact room service to remove used ―trays and glasses‖.
 Turn the mattress side-to-side on succeeding days followed by end-to-end turning.
Smooth out the mattress and air it.
 If vacuum cleaning is not available, brush the carpet first to enable the dust to settle
while doing the next task.
 Empty all ashtrays and waste paper baskets.
 Pick up guest clothes and hang in the closet or place in the wardrobe.
 Clean the bathroom and replenish all the required supplies.
 Collect all loose articles and magazines and other guest papers and stack them neatly on
the writing table.
 Clean all surfaces in single circular motions with a dry cloth. Use a hand dust pan to

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 collect any unwanted matter on the surfaces without lifting dust in the air. Ensure that all
surfaces are spotlessly clean. Pay special attention to nooks and corners especially those
points that may not obviously be visible to the guest eye.

 Use a stiff upholstery brush or vacuum cleaner on upholstered furniture arms, back and
seats.

 Replace, if necessary, stationery as prescribed by the management. The number of items

must exactly be as per standard.

 Dust and replace each item on the dresser, bureaus and desks. Special attention must be
given to the display of publicity material as prescribed by the management.
 Clean lamp shades with a clean dry duster. Lift lamps and clean under the base. Replace
lamp if damaged and adjust the shade.
 Disinfect the telephone in the room and the bathroom with Dettol. Wipe balance of the
telephone with a damp cloth. Then check phone for the dial tone.
 Clean mirrors with a dry cloth first and then with a damp newspaper to make it
sparkling.

 Dust closet, shelves, hangers and rods. Brush the closet floor. Supply new laundry bags
and replace the missing hangers. Replace drawers / shelves with paper liners, if required.
 Dust both the sides of the room doors, head board, window sills, inside and outside of
the window rails, top of the radiators and air-conditioning units.

 Close the windows.

 If vacuum cleaner is available then vacuuming of carpet should be done at this stage,
instead of brushing the carpet as mentioned earlier.

 Arrange furniture properly, if necessary.

 Switch on the air-conditioning or heating on the minimum temperature for a departure
room or at the same temperature the guest has left for an occupied room.
 Have a last look at the room referring to the check list for completion of work and exit
the room closing the door behind.

3.3. Procedure for Cleaning Bathroom

 Cleaning activity starts from the ceiling downwards to the floor. Floors are cleaned from
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 the wall farthest to the door to the exit.

 Open all windows and exhaust vents.

 Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and deposit in the linen
hamper / laundry bag provided on the chamber maid's trolley.

 Collect the trash from all the ashtrays, sanitary bins, and waste paper basket and deposit
it into the garbage bag provided on the chamber maid's trolley.

 Clean the ceiling and air-conditioning vents for cobwebs

 Wipe off light bulbs and shades with a dry cloth.

 Wash the bathtub and surrounding tiles and wipe dry. Wipe the shower curtain from both
sides with a wet sponge and ensure that all are free from any water marks.

 Clean the mirror, (with a dry cloth then wipe using a wet folded newspaper and then
again with a dry cloth).
 Scrubs dry the areas surrounding the wash basin and the counter.
 Scrub the toilet bowl and bidet using the special brush. Ensure that it is dry and spotless
inside. Clean the seat, lid and the outside of the toilet bowl and put a disinfectant solution
inside.
3.4. Evening / Turn down Service
In hotels, normally the bulk of room cleaning should have been done in the morning shift. The exception
would be rooms 'with the 'do not disturb' sign. Some rooms are occupied by late night /early morning
arrivals by international flights. All rooms therefore require an evening service which mostly, involves
preparing the room for the guest to sleep comfortable for the night and it should be done prior to the guest
retiring for the night. In this service, the bed is made for night, the room is cleared and soiled bath linen is
replaced.

Night service is carried out in the following way:

 Knock at the door and enter the room as per the procedure mentioned earlier.

 Switch on the lights and ensure that all the light fixtures are working.
 Draw the heavy curtains.
 Hang guest clothes if lying around.
 Take off the bedcover, fold neatly and store in the wardrobe, either in the topmost shelf for in the
lowermost shelf

 Fold one corner of the blanket to enable the guest to slide in to the bed.
 Place the breakfast knob order card along with a chocolate / cookies / sweet as prescribed by the
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 management on the pillow.

 Remove soiled glasses and bottles if any. Replenish fresh glasses and fill in the water flask with
drinking water.
 Empty and clean ashtrays and waste paper baskets.
 Replace soiled linen -bed and bath if required.
 Replenish missing toiletries and other supplies.
 Set climate control as directed.
 Turn out all the lights except the night lamp/ passage light as prescribed by the management.
 Before leaving the room, give a final glance then lock the door properly, and proceed to the next
room.
3.5. Cleaning a Checked Out Room
A check out is a room the guest has departed from; so there are none of his belongings there and it has to be
prepared to re-let another guest.
 The room has to be cleaned first before cleaning the bathroom because the room attendant may take
water from the bathroom ending up in splashing of water resulting in re-cleaning the bath room
 First open the curtains, arrange neatly and adjust lighting.
 Empty and clean ashtrays and waste bins.
 Strip and make the bed, clean inside drawers and cupboards, putting in correct supplies at the same
time.
 Dust and clean the furniture followed by mirrors and pictures cleaning.
 Put all the correct supplies, clean the mini fridge from inside and outside.
 Remove any stains on the carpet and/or walls, or windows.
 Vacuum clean the carpet and arrange furniture correctly.
3.6. Daily Cleaning a Vacant Room
Rooms must be cleaned each and every day even if it is vacant. Day to day care encourage high standard of
work. It allows the time allocated for special cleaning to be spent out to full advantage.
 Leave the front door open; make work sign "no" on the door.
 Place the trolley standing in corridor outside the room to be serviced.
 Ventilate the room. Open all the doors and windows. 4. Switch off the air conditioner or heating system
 Remove soiled linen, used crockery and any other rubbish.
 Airing of bed and making it.
 Dusting the furniture.
 Disinfect the telephone mouthpiece, check for dial tone.
 Clean the carpets and dusts on the surroundings.
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  Cleaning of furnishing arrangements and appearance of the room.
 Switch on the bathroom light, dry the floor if wet, wipe down the walls, windows with dry dusters,
occasionally damp duster is also used.
 Use detergent for cleaning wash basin and dirty surfaces.
 Check for plumbing faults like leakage, faulty flushes, and electrical faults and exposed wires.
 Replace bath linen and also complimentary items namely toilet soap, shampoo.
 While working around the room checks for damages to the furniture's, walls, windows and other
fittings.
 Replace the complimentary items like match boxes, stationers, etc.
 Vacuum the floor finish at the door. 18. Give a final check and remove the sign "no".
Reference (s)
 Andrews, S. Hotel Housekeeping Management and Operations, Training Manual. New Delhi:
Tata McGraw
 Casado, M. (2000) Housekeeping Management. New York: John Wiley and Sons, Inc.
 Iris Jones Cynthia Phillips – Commercial Housekeeping and Maintenance – Stanley Thomes
Ltd.
 Martin, R. (1998) Professional Management of Housekeeping Operations. (3rd ed.). New
York:John Wiley and Sons, Inc.
 Kappa, M., Nitschke, A. and Schappert, P. (1995) Housekeeping Management. New York:
Educational Institute of the American Hotel and Motel Association
 Raghubalan, G. & Raghuballa, S.Hotel Housekeeping Operation and Management. India:
Oxford University Press

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