Fundamental
of
Lodging
Operations
Core1: PROVIDE HOUSEKEEPING
SERVICES TO GUESTS
HOUSEKEEPING – refers to the upkeep and
maintenance of cleanliness and order in a house or
lodging establishment.
Types of Housekeeping
1. Domestic Housekeeping – refers to the
housekeeping maintenance in a house.
2. Institutional Housekeeping – applies to
housekeeping maintenance in commercial
lodging establishments like hotels, resorts,
inns and apartels.
HOTEL HOUSE RULES
1. Entry into a Guest’s Room
2. Cleaning
3. Gifts and Tipping
4. Lost and Found
Below are hotel rules for lost and found items:
a. Perishable items
b. Non-perishable
c. Valuables
5. Professionalism – includes specialized skill,
good judgment, polite behavior, honesty and
integrity.
INTERPERSONAL
AND INTRAPERSONAL
SKILLS OF A GOOD
HOUSEKEEPER
1. Interpersonal skills – people skills are the life skills we use in
communicating and interacting with people.
a. Ability to manage – able to manage and handle differences in
opinions and always seeking win-win resolutions.
b. Ability to solve problems– ability to choose the best course of
action in situations.
c. Ability to communicate clearly– being able to speak with clarity
and directness and being sensitive to the need of the receiver.
d. Ability to listen – ability to hear other people’s perspective by
setting aside judgment.
e. Demonstrate responsibility – being able to do things you say you
will do.
f. Being accountable for your actions – being able to face the
consequence of your action and not blaming others.
g. Showing appreciation – being able to show people that you value
them and their contribution.
h. Flexibility – ability to be open to new and different way of doing
things.
2. Intrapersonal skills – personal skills are the
abilities and talents that exist within the individual.
a. Adaptability – the ability to cope with change.
b. Self-awareness – being aware of your own values,
needs and emotions and impact to your behavior.
c. Self-management or self-development – the ability
to work autonomously and to motivate and monitor
oneself.
d. Relationship management – the ability to build
relationship based on mutual trust and respect.
e. Social awareness – being tune with other’s feelings
and needs.
HOUSEKEEPING DEPARTMENT
HOUSEKEEPING DEPARTMENT
1. Executive Housekeeper – head of the housekeeping and serves
several responsibilities that include managing the housekeeping team,
translating all hotels policies, procedures and standards into housekeeping
operations.
2. Assistant Housekeeper – head of a given shift and is responsible in
managing the resources provided by the executive housekeeper.
3. Floor Supervisor – “Guestroom Supervisor” responsible in checking
the cleanliness and maintenance of guest rooms on allotted floors for
quality assurance.
4. Control Desk Supervisor – main communication center of the
housekeeping department.
5. Public Area Supervisor – responsible for ensuring that the public
area attendants or housemen are doing their job in maintain the
cleanliness and orderliness.
6. Linen Room Supervisor – responsible in coordinating the
exchange of soiled linen for clean ones.
7. Laundry Supervisor – responsible for ensuring that
laundry attendants are doing their job – washing, drying, folding
and pressing.
8. Uniform Room Supervisor – includes keeping all uniform
in safe conditions and to issue laundered uniforms to hotel staff.
9. Room Attendants – also called “chambermaids”
responsible for the cleaning and maintenance of assigned guest
rooms.
10. Laundry and Linen Room Attendants – responsible for
laundering linens, towels, napkins, aprons, uniforms and
any other items.
11. Mini-bar Runner/Attendant – to attend to mini-
bar installation, listing, replenishing, inventory – taking,
stocking, requisitioning and other related functions.
12. Houseman – to attend to upkeep and maintenance
of cleanliness and orderliness in public areas assigned to
him.
13. Powder Girl – responsible for the cleaning, care,
maintenance of ladies comfort rooms and locker rooms.
14. Tailor or Upholsterers – employed on-site to mend
linens, uniforms, and upholstery.
Standards of Ideal Housekeeping
1. Cleanliness
2. Orderliness
3. Sanitation
4. Guest’s comfort
5. Eye appeal
6. Safety
7. Materials control and preventive maintenance
8. Guest relations
