Institutional
Housekeeping
HOUSEKEEPING ORGANIZATION
DEFINITION OF TERMS
Domestic Housekeeping refers to housekeeping maintenance
in a house. It covers bedroom, kitchen, dining, receiving area,
grounds and surrounding areas within the house.
Institutional Housekeeping applies to housekeeping
maintenance in commercial lodging establishments like hotels,
resorts, inns and apartels.
Housekeeper is one who is responsible for administering
housekeeping maintenance and ensuring order.
Housebreak-out Plan a pictorial representation of every guestroom as
it is located in the hotel, showing the relative positions of guestrooms,
corridors, service areas and other areas significant to guestroom
cleaning to determine the workload of room attendant.
Public Areas physical areas of a hotel where general public may
congregate or walk includes lobby area restrooms or public
thoroughfare.
SCOPE OF HOUSEKEEPING MAINTENANCE
Guestroom maintenance which covers task like:
Cleanliness and orderliness
Furnishing like room with the necessary amenities and supplies
Attending to service request of houseguests.
Keeping the area free from safety hazards.
MAINTENANCE OF PUBLIC AREAS
Maintaining the cleanliness and orderliness in all public areas which
include lobby, corridors, function rooms, grounds. etc.
Maintaining the upkeep of the surroundings of the building by keeping
clean and free from litters.
Keeping the public areas free of safety hazards
Undertaking minor repair like busted bulbs, broken furniture, etc.
PROVIDING LINEN/LAUNDRY SERVICE
Collecting and delivery of laundry items for houseguests or in-house
occupants
Washing, drying, ironing, guest clothes and linens used in banquet
functions, food service and guestrooms.
Mending torn linens.
FUNCTIONS AND AREAS COVERED
FUNCTIONS:
Cleaning and maintenance
Training of Employees
Requisition and Control
AREAS
Room Departments
Guestroom
Room Corridors
PUBLIC AREAS
Front Desk
Main Entrance
Public Thoroughfares
RECREATION AREAS
Indoor and Outdoor
Health Clubs
Saunas
COCKTAIL LOUNGES
BarAreas
Service Areas
RESTAURANTS
Dining Areas
Service Areas
EMPLOYEE AREAS
LockerRooms
Employee Restrooms
Employee Cafeteria
OFFICES
Sales
Reservation
Executive Offices
HOUSEKEEPING ORGANIZATIONAL CHART
Executive Housekeeper
Assistant Executive
Housekeeper
STAFFING DUTIES AND RESPONSIBILITIES
Executive Housekeeper
Responsible for overseeing the smooth operation of the department
Sensitive to operation and labor cost
Control performance of the department
Staff training program
Planning schedule of day to day activities
Accountability of management
Assistant Executive Housekeeper
Dailysupervision of specific areas
Assigning workloads
General administration when Executive Housekeeper is on leave
Housekeeping Floor Supervisor
Directs and control rooms keeping activities
Supervised Mini bar installation and room amenities
Room Attendant/Chambermaid
Prepare housekeeping cart
Request for supplies and linen
Clean and make-up the room
Prepare room status report
Prepare lost and found report
Make incident report
Houseman/Utility Man
Perform heavy cleaning duties
Daily cleaning of public area and offices
LINEN ATTENDANT
Issue linen
Make inventory of linen
Replenish stocks
Make reports like:
Lost
Replacement
Purchase
VALET/ VALET RUNNER
Conduct dry cleaning and pressing services
Deliver guest/ laundry requests
SCOPE AND DEFINITION OF TERMS
USED IN HOUSEKEEPING DEPARTMENT
DEFINITION OF TERMS
Back of the house areas not exposed to the public.
Back-to-back means heavy check-in and check-out on the same day
Compendium a table where stationeries, brochures, pamphlets are
placed.
Crib/cot is a baby bed.
Luggage rack is a spaced provided for guest luggage or baggage
inside guestroom
Grab bar is a bathroom handrail
COMMON ABBREVIATIONS USED:
OC- Occupied room/On-Change
OOO- Out of order room
OOT- Out of town when guest left for an out of town trip.
BLO- Blocked, reserve for guest who is expected to arrive
SA- Special attention
SDB- Safety Deposit Box
DND- Do not disturb
DL- Double Locked
LPU- Luggage Pick Up
MB-Mini Bar
FSU-Fridge Stock-Up
NS- No Show, room is reserved but not used in housekeeping report.
GOOD PERSONAL HYGIENE
DEFINITION OF TERMS
Contamination a process of soiling, staining or infecting
through contact or association
Hygiene the science concerned with body cleanliness and
maintenance of good health.
Hazards a biological chemical, physical property, that may
cause an unacceptable consumer health risk.
Personal Plan document prepared by a manager indicating how
he or she intends to carry out assigned responsibilities and meet
commitments or stated objectives.
Standards of Cleanliness statement of the conditions that will
exist when work has been performed satisfactorily.
Uniforms distinctive clothes worn by employees so that they
can be recognized by general public as being part of a business.
PERSONAL CARE
Finger Nails and Hands
Wash fingernails and hands frequently
Neatly trimmed nails
Avoid nail polish
BODY CLEANLINESS
Bath daily
Change underwear frequently
Avoid scent and aftershaves
SKIN
Keep skin clear by adequate exercise, sleep, diet, and clean habits
Eat wholesome foods
HAIR
Neatly trimmed
Frequently shampooed
Well brushed
Not longer than collar length
Adopt neat hairstyles
Tied up and tied back
TEETH
Sound teeth and clean mouth
Wholesome breath
FEET
Keep well trimmed toe nails
Well washed feet
UNIFORM
Wear clean proper uniform
POSTURE
Stand upright and walk erect
Personal Factors
Industry
Honesty
Punctuality
Pleasing Personality
Professionalism
Helpfulness
Accuracy
GUEST RELATIONS AND SERVICE
Customer relations and service are winning them and
keeping them for life. Customers appreciate good
feelings and solutions to problems.
Excellent customer relations and service must have the
following qualities.
Cheerfulness
Each request is treated as special.
Nothing is too much trouble.
Smiles lights up faces.
Promptness
Long delay seldom invites return business.
Long delays speak louder than colorful advertising.
Prompt, attentive service is like a powerful attraction.
Promptness draws customer back time after time.
Completeness
Gives guest and clients what they want, when they want in the
manner they want it.
Very low mistake rate.
It is team member’s responsibility.
It becomes more than a duty, it become a pleasure then a way of
life.
GUEST RELATIONS
Guest requests and concerns are given prompt and proper attention.
Staff Exhibit warm and pleasant disposition in dealing with guest.
Tact and diplomacy is observed in dealing with complaints and
difficult situations.
Guest feedback and concerns are logged down and discussed for
corrective action during meetings.
Student expresses warm appreciation and gratitude for guest
patronage.
Guest needs and concerns are anticipated and attended
immediately.
Inquiries of guest are given accurate and appropriate response.
Staff makes their way to render extra services to guests.
Guest with special problems like the sick, the intoxicated ones etc.
are given the necessary assistance and support by Housekeeping
Staffs
CLEANING STANDARDS
Ceilings – Clean, free of dust and spots, paint intact, vents clean and free of dust
and lint, lights replaced.
Room Walls – Clean, no lint, paint intact, free of finger marks and stains.
Floors – Clean, free of dust, lint, and stains; no wax buildup or accumulation of
soil in corners; free of heel and scuff marks; free of discolored wax.
Cove Bases – Clean and clear, no wax buildup, no mop marks, no accumulation
of soil in corners, intact around room (firmly affixed to wall with no signs of being
loose at juncture with floor).
Doors – Clean, free of marks, finish intact, kickplate clean and shiny, top free of
dust and lint, edges clean, handle or knob clear and clean, hinge facing and door
frame clean and free of dust and lint (inside and outside).
Windows – Clear and clean, not in need of immediate washing, frame clean,
glazing intact; still clean; paint in good condition.
Window Drapes – Free of lint; properly hung on tracks; not faded; no stains,
yellowing, or tears; pullys and pull cordes intact and working; pins installed
correctly in drapes and on carriers.
Cubicle Curtains – Clean and free of stains, not faded, pull freely in tracks,
properly mounted, no tears, adequate length and width.
Beds – Headboards and footboards clean, metal upright and horizontal frame
members clean, control unit and cord clean and working, linen clean and free of
stains and tears, bed properly made, undercarriage free of lint and soil, wheels
clean and free of lint.
Mattresses – Clean, free of stains and lint, in good repair without rips or tears,
thoroughly deodorized, mattress turned on each discharge.
Overbed Tables – Clean and free of dust; elevation controls working properly, drawer and
drawer mirror clean and free of dust, lint, and streaks; base, frames, and wheels clean and
free of dust and lint.
Bedside Console Units – Countertop, shelves, and facings clean and free of dust and
spots; no accumulation of soil in corners; stainless steel sink and plumbing fixtures clean
and free of spots and streaks; clothes closet clean and free of dust and lint.
Chairs – Clean, free of lint and dust.
Television Sets – Clean, free of dust and lint; shelf clean, free of dust and lint.
Bath Room – Toilet bowl clean inside and outside; no stains, streaks, or residue, toilet sea
clean, free of spots, stains, or streaks, and tightly fastened to toilet; plumbing fixtures
clean, free of dust, spots, and streaks; plumbing connections to toilet free of alkali buildup
and dirt; base of toilet free of soil buildup and stains.
Sinks – Clean, inside, outside, and underneath, free of spots and streaks;
plumbing fixtures on top and underneath free of dirt, spots, and streaks; base of
plumbing fixtures free of alkali buildup.
Mirrors – Clean, free of spots and streaks; frame top and edges free of dust and
lint; shelf clean, free of spots and streaks.
Shower Stalls – Walls clean, free of soil buildup on caulking, caulking intact;
fixtures free of spots and streaks; door frame and glass free of dust, lint, spots,
and streaks, horizontal crossbars above door free of dust, lint, spots and streaks.
Dispensers – Soap, paper towel, and seat cover dispensers clean, free of dust
and lint on top and underneath, free of spots and streaks, supplies replenished.
Refrigerators – Clean, free of dust spots and stains; shelves and facing clean
and free of spots, spills, and stains, freezer clear and free of stains; motor vent
clean and free of dust and lint.
CLEANING EQUIPMENTS
GENERAL RULES IN THE USE OF CLEANING EQUIPMENT
Check electrical appliances and equipment before use. Check if
there are fayed wires, loose plugs and connections. Never use
any appliances that are defective.
Clean and store equipment in their custodial room immediately
after use.
Clean and store equipment in their custodial room immediately
after use.
Empty dust bags of dry vacuum cleaners before they overload
and after each use.
Follow manufacturer’s operating instruction.
Schedule a regular check-up of equipment to prevent serious
breakdown.
To avoid electric shock or short circuit, do not expose equipment
to rain or water.
Store them indoors to protect them from getting wet. Electrical
equipment should never be use in wet surface.
CLEANING CHEMICALS
