THE HOUSEKEEPING DEPARTMENT

It has specific activities such as cleaning and presenting the rooms, public areas.
and service areas of the hotel, as well as the control of room linens, tablecloths, the
uniforms and supplies necessary for its operation.

The mission of the Housekeeper will be to attend to everyone with a genuine spirit of service and hospitality.
the clients equally, conscientiously keeping the rooms and public areas clean, and
constantly seeking the best way to meet the needs of the guests during
your stay at the hotel.

ORGANIZATIONAL CHART AND FUNCTIONS

The Housekeeping department is located in the organizational chart of a hotel within

the Quarter Division. In charge of the department is the Housekeeper, who reports to the manager
of Division Quarters; although in some hotels, it reports directly to General Management, the
It is usual for the department to be located within the Housekeeping Division area. The head housekeeper
he/she has the following staff under his/her command:
Housekeeping Assistant.
Floor supervisor.
Head of public areas.
Public Areas Supervisor.
Chambermaids.
•Bellboys (of the floor, wardrobe and public areas).
Wardrobe manager.
Uniform manager.
Seamstress.
Secretary.

It will depend on the size of the hotel, as well as its category and the company's policies.
to have all the positions mentioned above. In most hotels, the head housekeeper
He is in charge of the laundry department, but in others, this department reports to
directly to the Room Division Manager.

The Executive Housekeeper must carry out an efficient, economical, and disciplined operation.
from their department, always seeking the well-being and satisfaction of the guests, through
a diligent, efficient, courteous and friendly service, adhering to the policies and procedures of
the company; to do this it must:
Be responsible for the excellent presentation and cleanliness of the rooms, areas
public and hotel service areas.
Verify that all staff under your charge are familiar with the manuals and procedures of the
companies that apply to their area.
Be responsible for the control of the inventory of linens for the rooms.
Be responsible for the control of the linen inventory.
Be responsible for the control of staff uniforms.
Check that all rooms are assembled according to the assembly standard.
approved by the company.
Maintain strict control of guest and cleaning supplies.
Conduct regular inspections of the rooms in all sections of the hotel.
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 Establish a strict control of the master keys of the department.
Implement, in coordination with the Reception Manager and the Maintenance Manager, a
program to carry out the maintenance and deep cleaning of the rooms and
public areas of the hotel, ensuring compliance.
•Conduct a tour of all public and service areas to verify their
presentation and cleaning, correcting any anomalies that may have been found.
Verify that the lobby is in perfect condition of cleanliness and presentation at all times.
Check the proper preparation of the reports from your department and their delivery within
the established deadlines and schedules.
Implement and verify that the flipping program for the mattresses is carried out.
rooms.
Monitor the lost and found area.
Implement and verify that the cleaning roles of the public restrooms are carried out.
of hotel service.
Keep track of the pool and beach towels (if applicable).
Keep the inventory of all operational equipment under your responsibility up to date, as well as of
furniture and equipment of the rooms and public areas.
•Ensure that the service provided to guests by the staff under your charge is
efficient, effective, and friendly.
Supervise the work carried out by the Maintenance Department.
hotel rooms and public areas.
Verify that all your staff is aware of the safety and emergency procedures.

The Housekeeping Assistant carries out the following activities:

Assist the Executive Housekeeper in all aspects of the department's operation.
Substitute for the Executive Housekeeper in their absence.
Distribute the workloads of the housekeepers based on the occupancy of the hotel and
deliver the corresponding master section keys.
Supervise the presentation of the department staff before starting work.
Supervise the assembly of the housekeeper carts before starting work.
ensuring that each one has what is necessary to carry it out.
Review the rooms assigned to VIP guests before arrival and during.
every day of these guests' stay, to ensure that everything is in order.
•Conduct tours of public and service areas to verify presentation and
cleaning, correcting any anomalies that I had found.
•Check the guest public restrooms at least three times per shift and the
staff bathrooms at least once per shift.
Supervise the preparation of the housekeeping reports and their timely delivery to
Reception.
Receive and clarify any discrepancies that may have arisen in the housekeeping reports.
Supervise that the rooms reported as clean by the floor supervisors are.
captured in the system as soon as possible, so that Reception can proceed to
use them. If there is no computer terminal in the department, it must be
report the clean rooms by phone.
Assign the day's tasks to the room operators, as well as supervise the work that
they did.
Keep the attendance lists of the department staff up to date.

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 Schedule and coordinate the washing of carpets, upholstery, and curtains in rooms and areas.
public places and consumption centers.
Carry out the monthly inventories of room linens and tablecloths.
•Prepare the daily requisitions for supplies needed for operation based on
the hotel occupancy.
Review the cleanliness and presentation of the hotel's pool area at least twice.
on his turn.
Supervise that the evening amenities are carried out in the occupied rooms.
Follow up on the mattress flipping program in the rooms.
Know and ensure that all staff are aware of the safety procedures.
hotel emergency.

The supervisors of the pool carry out the following activities:

Verify the excellent presentation and cleanliness of the hallways and rooms of the floors.
in charge.
Supervise the presentation of your staff before they start their work.
•Supervise that the maids in their charge prepare their respective reports properly.
correct.
Supervise the assembly of the housekeepers' carts on the floors under their charge.
•Review the VIP rooms that may be in your section, both before the
arrival and throughout the entire stay of these guests, to ensure that
everything is in order.
Report to the housekeeper's secretary the rooms that become clean.
section.
Supervise, if on the second shift, that the nighttime courtesies are carried out.
the rooms.
Prepare the work orders for the Maintenance Department to make corrections.
the anomalies detected in the section under your responsibility, supervising that the work is
complete.
Train the staff of the section in your charge.
Know the hotel's security and emergency procedures.

The wardrobe manager is the person responsible for handling the central wardrobe of the hotel. As
It is your responsibility to control the general stock of linens in the rooms, as well as that of the
tablecloths. The uniforms and supplies. Both for the guests and for cleaning; their
the activities are as follows:
Coordinate the supply of linens and supplies to the housekeeping staff daily, based on the
hotel occupancy
Prepare the requisitions to the General Warehouse to get the different supplies.
necessary supplies for the operation of your department.
• Keep the assigned stock replenished for each of the clothing sections on the floors.
Supervise the work assigned to uniforms and the seamstress.
Separate the damaged clothing and classify it for repair, recycling, or disposal.
Coordinate with the seamstress the priorities for the repair and recycling of clothing.
• Receive, mark, and register in the inventory control of the central wardrobe all the
white linens for rooms, tablecloths, uniforms, and general equipment that arrive at the laundry.
Keep the file of the uniforms issued to the staff updated.
from the hotel.

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 Coordinate with the uniform manager the exchange of old uniforms for new ones.
Carry out the inventories corresponding to the central clothing department efficiently and
effective, within the established deadlines for it.
• Know and ensure that all your staff are aware of the emergency procedures and
hotel security.

The functions of the chambermaids are:

Carry out the cleaning of the hotel rooms.
Make the nighttime courtesy visits to the occupied rooms in your section.
Prepare your chambermaid report, in which you will note the physical condition of the rooms.
its section.
Keep your room attendant's cart organized and clean.

The activities of the floor attendants include:

Be in charge of cleaning the hallways and service areas on the floors of the section
that were assigned to them.
Help the chambermaids with the heavy work in the rooms (moving beds and
furniture).
Assist the chambermaids in cleaning elevated areas that require the use of
stairs in the rooms.
Assist the chambermaids in the assembly and disassembly of extra beds and cribs in
the rooms.
Collect the dirty laundry from the maids' carts and take it to the service area to
to throw them down the dirty laundry chute, if this equipment is not available, leave them in
the site designated for collection by the attendant.
Carry out carpet and upholstery cleaning work in the rooms and hallways.
the section that was assigned to him.

The functions of the housekeeper secretary are:

Assist the Executive Housekeeper with the administrative tasks of the department.
Keep the attendance list of the staff.
Manage the schedule of the executive housekeeper.
Receive, prepare, distribute, and file the department's documentation.
Receive service calls made to the department and give them course and follow-up,
until ensuring that they have been carried out.
Develop the formats for preventive and corrective maintenance in rooms, areas
public and hotel service areas.
Prepare the relevant reports for the department and submit them on time.
established.

The responsibilities of the Head of Public Areas include:

Maintain the public areas, dining centers, offices, and service areas of the hotel.
in perfect condition of cleanliness and presentation.
•Verify that all of your staff are properly uniformed and presented, and have
all the necessary materials before starting the work.
Develop, in conjunction with the Executive Housekeeper, the cleaning program of the
public areas, consumption centers, offices, and service areas of the hotel.

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 Verify that the tasks outlined in the cleaning program are carried out.
efficiently and effectively, within the established deadlines and schedules.
• Make rounds through all the areas under your responsibility, checking cleanliness and presentation.
correcting the anomalies that I might have found.
Check that your work team is in optimal maintenance condition.
functioning.
Prepare the maintenance work orders necessary for the correction of
defects in the areas under their charge and carry out the corresponding follow-ups until
ensure that they are carried out.
Check that the hotel's public restrooms are maintained in optimal cleanliness.
hygiene at all times.
Supervise the cleaning of the hotel staff bathrooms and changing rooms at least once.
once per turn.
Verify that the hotel lobby is in perfect condition of cleanliness and presentation at all times.
moment.
Supervise that the trash cans in the areas under your charge are kept clean and not
they are full.
Check that the garbage is sorted before being taken to the garbage chamber area
and that it be deposited in the corresponding waste bins.
Prepare the reports corresponding to your department and submit them on time.
established.
Supervise that the hotel's windows are in optimal cleaning condition at all times and
that the staff who clean them meet the safety requirements for this type of
jobs.
•Verify that all your personnel know the use of the chemicals specific to your
work, as well as what to do in case of emergency.
•Know the hotel's safety and emergency procedures and ensure that everything
let your staff get to know them.

The activities of public area attendants are:

Carry out the cleaning of public areas, consumption centers, offices, and areas of
hotel service.
Keep your work team organized and clean.

GENERAL POLICIES OF THE HOUSEKEEPING DEPARTMENT

Each hotel or company has its own policies and procedures, both operational and
administrative, designed according to their specific needs and philosophy. What to
the following mentioned is what we could call 'generic policies' of the Department of
Housekeeper, that is to say, those policies that could be applied in any hotel, in any
part of the world
1. All hotel rooms are kept in perfect cleanliness.
presentation and maintenance.
2. All public and service areas of the hotel are kept in perfect condition.
cleaning, presentation and maintenance.
All housekeeping and public area staff are uniformed and wear a name tag.
with your name (identifier).
4. The mounting standard, indicated by the Management, will be strictly adhered to in every
one of the different types of rooms in the hotel.
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There is a control log for the section master keys, where the chambermaids
receipt signed at the beginning of your shift and delivered at the end of it.
6. The judges will carry their master key for the section with them at all times, under no circumstances.
They may lend it or leave it in another place, including their car.
The master section keys will be kept in a locked cabinet, located in the
housekeeper's office, when not in use.
All whites delivered and received from the laundry will be counted and recorded.
in a control log.
9. The table linen of the consumption centers will be delivered and received through a log.
10. The maids' carts will be kept in perfect condition of cleanliness, order, and
maintenance.
11. Housekeeping carts must never be left unattended in the hallways.
The central clothing area is always kept clean and tidy.
13. The laundries in the apartments will always be kept clean and tidy.
14.The Housekeeping office will be kept clean and organized.
15. When a chambermaid is making a room, the door to it will remain
open blocking the entrance.
There will be no bad odors in the public areas or in the rooms.
17. The following aspects of cleaning guest rooms and public areas must be
considered every day:
Floors.
Mirrors
Windows and large windows.
Cancellations.
Walls.
Decorative frames and ornaments.
Ceniceros.
Trash cans.
Headers.
Offices.
Tables.
Chairs.
Lamps.
Focuses.
Drawers.
Closet and cabinets.
Televisions.
Phones.
Armchairs and sofas.
Cups.
Sinks.
Excused.
Tinas.
Showers.
Bathroom handles.
Soap dishes.
Drains.
Grills.
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 Rugs and carpets.
18. The beds will be made professionally, meeting the established standard for their
assembly by the Management.
19. The curtains, upholstery, and bedspreads will be clean and in good condition.
20. The furniture in the room and public areas will be clean and in good condition.
21. The rooms, central wardrobe, and floor wardrobes will be free of insects and pests.
22. All lamps, sockets, and light bulbs in the rooms and public areas will work.
perfectly.
23. The bath towels and plush mats will be clean, stain-free, and presented neatly.
in a professional manner.
The bedding will be clean, stain-free, and presented in a professional manner.
25. The ventilation and extraction grills will be clean and in good condition.
26. The shower curtain hooks will be complete, clean, and in good condition.
matching the design of the curtains.
27. The shower curtains will be clean and in good condition.
28. The grinding of the bathrooms in the rooms and public areas will be in good condition.
state and will not have holes or stains.
29. The chambermaids will not open the guest room doors for anyone without
authorization.
30. The chambermaids will use their knuckles to knock on the doors of the rooms and not the
keys or other objects.
31. All housekeeping staff are familiar with the procedures of
safety and emergency.
32. All the staff in the Housekeeping department is thoroughly familiar with the procedures.
corresponding to your area that are outlined in the policy manual and
company procedures.
33. The Housekeeping Department will issue at least two daily reports on the physical condition.
from the hotel rooms.
34. All discrepancies in the Housekeeper reports are clarified before the end.
of the shift.
35. All forgotten objects that are handed over to the Housekeeper for storage in
The lost and found area is recorded in its respective logbook.
36. The control of objects in the lost and found area will always be
on time and exact.
37. Tests will often be conducted with new cleaning products with the aim of
test its effectiveness and evaluate if the hotel's cleanliness can be improved, while maintaining the
Operating cost within the parameters set in the operating budget.
The hotel's uniform inventory is kept up to date and accurate.
39. The inventories of linens and tablecloths are up to date and accurate.
40. The out-of-service whites are recycled as much as possible, depending on their condition.
that are found.
41. The work that the Maintenance department carries out in the rooms and
Public areas of the hotel are supervised by the Executive Housekeeper or their assistant.
moment of its conclusion to verify that everything has turned out well.
There is an annual program for flipping mattresses in the rooms, which is being followed.
43. There is a daily inspection and cleaning program for the restrooms in public areas and
service and it is fulfilled.

RELATIONSHIP OF THE HOUSEKEEPING DEPARTMENT WITH OTHER DEPARTMENTS

HOTEL
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In the development of their daily activities, the housekeeping department has special
contact with the Reception, Maintenance, Food and Beverage, and Laundry departments,
from an operational point of view, and with the area of Internal Control in the administrative aspect.

Reception. The relationship of this department with the Housekeeping department is constant during the
day. The main points of contact regarding this are:

Notify, either by updating the status of the rooms in the system

from computing or by telephone, regarding the physical condition of the hotel rooms.
Submit the Housekeeping reports.
Clarify the discrepancies in the Housekeeping reports.
Request the different services for the rooms (towels, toilet paper, a bed
extra, etc.).
Notify the assigned rooms for important guests (VIP).
Request information about items in the lost and found area.
Request information about the blocking of out-of-service rooms, whether for
repairs or for preventive maintenance and deep cleaning.
Notify the sections blocked due to low occupancy.

Maintenance. The main points of contact for this department with the Housekeeper
they are the following:

Report of anomalies in rooms and public areas.

Room blocking for corrective or preventive maintenance.
Blocking of sections during low occupancy periods.

Food and Beverage Department. The main points of contact for this
department with the housekeeper are:

Cleaning of consumption centers.

Delivery and reception of table linen for food service centers.
Cleaning of event halls.

Laundry. When the Laundry Department is not part of the housekeeping department.
keys, the main points of contact with him are:

Delivery and reception of dirty and clean laundry.

Delivery and receipt of dirty and clean tablecloths.

Comptroller. The main points of contact of the Housekeeping Department with this area.
son

The delivery of reports on the physical condition of the rooms.

The clarification of discrepancies in the Housekeeper reports.
The delivery of the staff attendance lists.

THE CENTRAL CLOTHING STORE

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It is the site where the targets and supplies necessary for the operation are controlled and stored
from the Housekeeping Department. Therefore, strict control must be exercised over what comes in and
what comes out of it. Within the central wardrobe area, the following must be taken into account
sections:
Reception and delivery area for supplies and fabrics.
Clothing storage area for rooms.
Storage area for tablecloths for consumption centers and halls
events.
Area for clothing and supplies in transit.
Storage area for cleaning supplies.
Storage area for the amenities placed in the rooms
(soaps, shampoo, mouthwash, etc.).
Storage area for the chemicals used for cleaning.
Storage area for uniforms.
Area for lost and found storage.
Area for the seamstress's work zone, including a place to store the tools.
necessary for the performance of your work.
Area for counting and sorting dirty laundry before sending it to the laundry.
Office of the wardrobe manager.

Bed linen. This term refers to all the clothing used for dressing.
a room. In general, the purposes of rooms are as follows:

•Sheets. Depending on the size of the bed, these can be:

King size.
Queen size.
Doubles.
Simple.

Nowadays, a combination of polyester and cotton is used for the manufacture of sheets with
the aim is to ensure an excellent presentation and a reasonable duration. Although the proportion
it usually varies, depending on the preference of the hotel that buys them, as a general rule, a is used
50% cotton and 50% polyester blend for hotel sheets. Additionally, they are used
sheets with a uniform size, according to the bed size, eliminating the difference in the
measures that existed for the 'countertops' and for the 'base units', designations used for
to designate the sheets that are placed on top of the mattress protector (fitted sheet) and on top of it
(bedspread). Generally, two sheets are put on each bed: one over the mattress and another on top of it.
this. In first-class or luxury hotels, a third sheet is used, which is placed on top.
of the blanket.

Mattress protector. Like the sheets, the size of these will depend on
bed size. Modern mattress protectors are made with Delcron filling
and generally, they have reinforced perimeter bias and springs in the corners to
ensure its fixation.
Pillows. Nowadays, pillows with silicone hypoallergenic filling are preferred.
with anti-mold (generally the fiber used for its filling is Delcrón), although before it
I preferred the goose down filling. As a general rule, three to four are used.
pillows for king size and queen size beds, two pillows for double beds and
one for the single beds.
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 Pillow protector. It is used to cover the pillows, placing it over them.
They are usually made with a combination of 50% cotton and 50% polyester with
generally, those manufactured with a closure or zipper are used.
Pillowcases. They are generally made with a combination of
50% cotton and 50% polyester.
Blankets. Their size will depend on the type of bed; blankets are preferred.
made with a combination of wool and polyester fibers (15% polyester and 85% wool),
although the use of 100% wool blankets is common. Recently, it has spread
the use of a synthetic fiber that replaces wool, called Acrilán.
•Bedspreads. Also called bed covers, they are used to cover beds and their color forms
part of the room decoration. Its measurements will depend on the size of the
bed, taking into account that the quilt should hang almost to the level of the
soil.
Baseboards or skirting. It is used to hide the mattress box or the "box" when used.
bed model called 'box-spring'. As a general rule, they should match the color of
the quilt.
Bath towel. It is used to dry oneself after leaving the bathroom; they are made of 100% cotton.
They vary in size and weight, according to the standard set by the hotel. Generally, it is used
a bath towel of 1.50 x 0.80 m., weighing 700 g., and two to three towels are mounted
for fourth.
Hand towel. Known in the hotel industry as 'pullman towel', it is used in the
hand drying towels. As a general rule, they are manufactured from 100% cotton
and its size is 0.40 x 0.70 m. In general, two hand towels are placed in each room.
Facial towel. Used to dry or clean the face. Made of 100% cotton and
measures 0.30 x 0.30 m. Two to four facial towels are placed per room.
•Fluffy mat. It is a mat used to stand on when getting out of the tub or shower.
They are made of 100% cotton and their measurements vary according to the type of hotel. In general, these
mats measure 0.55 x 0.70 m, and one is placed in each bathroom.
•Pool or beach towel. These towels are not placed in the rooms, but rather they are
delivered to the guests at a special booth located in the pool area of the
hotel. They are made of 100% cotton and measure 1.80 x 1.80 m. Their color is almost always
different from the towels used in the rooms.
Bathrobes. These are used in some hotels in the executive sections or in the
suites, although in many luxury or five-star hotels they are placed in all the
rooms. In general, the robes are one size fits all and are made of 100% cotton.
Bathroom curtains. Almost always, those that come with a mold-resistant coating are used.
they are made with a synthetic material (nylon).

Tablecloths. This name refers to all the fabrics used by the Department of
Food and Beverages, and they are:

•Tablecloths. To cover tables. Their size and shape will depend on the table.
banquet tables use tablecloths. They can be made in a wide variety of
Fabrics, with the most common being cotton granité, tergal, and damask.
Tablecloths. They are used in some restaurants on top of the tablecloths and placed.
perpendicularly, so that the peaks of the tablecloth fall on the sides of the
table, revealing, on its peaks, the tablecloth.
•Manteletas. They are generally used in cafes or in restaurants that serve
snack bars located in pool or beach areas.
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 •Napkins. For table service. They are made in a wide variety of fabrics.
the most common being cotton granité, tergal, and damask.
•Stage drapes. They are pieces of fabric used to dress a table with a 'skirt'. They come in
many types, shapes, and made in a very wide variety of fabrics.

The stock par of linens. It is nothing more than the supply of room clothing necessary for
cover the needs of the operation. As a rule, the stock is found in 'rounds'.
One round means the amount of clothing needed to put together each and every one of the
hotel rooms according to the setup standard determined by Management. As
It is logical to assume that one round is not enough, as the clothes get dirty (the clothes of the
occupied rooms are changed daily) and it needs to be sent to the laundry, there would be no more clothes
to dress the rooms. As a general rule, it is considered that there should be three turns of
clothing
Mounted on the quarters.
In the washing process.
Dirty.
The ideal would be to have four rounds, adding an additional (clean) one in the wardrobe.
central, but in general, three are considered.
The replacement of pieces of clothing that suffer irreparable damage, whether due to tears or stains, is
It is based on an annual purchasing program, which in turn is based on the quantity
assigned in the operating budget under the item 'Replacement of blanks'.

The laundry rooms on floors. In general, there is one in each of the floors or hallways of a hotel. According to
the size of the hotel and the hallways or floors, there may be one or more in each of them. These
The properties consist of the following:

A cabinet with shelves for storing linens and supplies, with enough space.
to store one or two chambermaids' cars. This cabinet will always be locked.
A service bathroom for the staff.
A card for washing rags, mops, and other utensils.
A space for the dirty laundry chute, in those hotels where it exists.
In the case of hotels that do not have a dirty laundry chute, there must be in the
I would open a space to place the containers for the dirty clothes taken out of the
rooms that are being cleaned.
These wardrobes are designed to prevent the chambermaids from having to travel to the
central wardrobe to look for whites or supplies for a room, since each wardrobe has
a stock, which is determined based on the number and type of rooms available
on the floor and the occupation. The restocking of the inventory carried out by the attendant, and the
The cleaning and order of this area are the responsibility of the floor waiter.

THE ROOMS AND THE HALLWAYS OF ROOMS

This section covers the core part of the work of the Housekeeping Department: cleaning
of the guest rooms, as well as the cleaning of the hallways and areas of
service on the floors.

Equipment and materials for work. To do their job, the chambermaids and the waiters need
to have the right equipment and material for it. There are countless types of equipment, different

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models, a wide variety of cleaning implements, different types of chemical products for
disinfection and cleaning, as well as all types of items related to this in the market.
The following could be considered as generic equipment for the chambermaids and
waiters, which must consist of the following:

Housekeeping cart. Housekeeping carts are designed to allow the staff to...
supplies and cleaning utensils are on hand when the housekeeper needs them, without
that there is a need to go to the floor wardrobe when I need something for
the room that is being cleaned. They also allow the dirty whites and the trash that goes away.
taking out of the rooms they can be transported in the same car without necessity of
move back to the floor wardrobe to make use of them. The chambermaid's cart
It must have the following characteristics:

•Be built of a material resistant to rough handling.

Have enough space to transport clean clothes for the setup of five to eight.
rooms.
Have the attachments to place a bag for trash and another for whites.
dirty.
Have space for the supplies and tools you need for cleaning.
rooms in your section.
Have a space for the amenities you will need for cleaning the rooms
from their section. Some chambermaid carts have a space for this purpose, which
It can be locked, although this is not common.
The wheels of the cart must be suitable for the material used on the floor of the aisles.
rooms, as it will require a different wheel if the floor is carpeted than if it is
marble or similar. The essential requirement, in the case of the wheels, is that the cart must make
the least possible noise when moving.
Cleaning tools. They are the instruments to carry out cleaning tasks.
The most common ones are:

Brooms.
Mops.
Water suckers.
Buckets.
Plastic trays.
Jargons or wipes.
T-shirts.
Fibers.
Pickers.
Dusters.
Containers with manual sprayer (for chemicals).
Vacuum cleaner.
Toilet cleaning brushes.
Two or three-step ladders.
Cleaning products. They are the chemical products used for deep cleaning.
hygienic. Among the wide variety available on the market, only those will be mentioned in this
take note of some:

Multipurpose cleaners.
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 Descaler.
Disinfectant or fungicide.
Flavoring.
Chlorine.
Ammonia.
Window cleaner.
Wax.
Furniture cleaning oil.
Metal cleaner.

Amenities. These are bathroom and personal grooming items, as well as some personal use items.
that are placed in the rooms for the comfort of the guests. The variety of amenities
it is as vast as imagination, although there are some items that are almost 'mandatory'.
Likewise, the presentation and quality vary from the most modest to high-end luxury brands.
Among the most common amenities are the following:

Hair shampoo.
Hair conditioner.
Mouthwash.
Bubble bath.
Toothpaste.
Toothbrush.
Moisturizing cream.
Toilet soaps.
Glycerin soaps.
Combs.
Slippers.
Shower caps.
Clean shoe rags.
Disposable razors.

Guest supplies. This term refers to the items needed for use.
the guests during their stay. Among these are:

Toilet paper.
Soap bars.
Disposable tissues.
Multi-purpose bags.
Laundry and dry cleaning list.
Bags or liners for the trash can.
Cups.
Plastic bags for cups.
Ceniceros.
Matchstick holders.
Notepads.
Pen or pencil.
Writing supplies (letterhead paper, envelopes, and postcards).

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 Room service menus.
Do not disturb sign.
Hotel propaganda and informational brochures.

Cleaning of the rooms. Each housekeeper cleans 10 to 12 rooms during their shift.
Hello, the area of the hotel rooms is divided into 'sections', with the number
of rooms in each of these sections equal to the total number of rooms that a housekeeper must
clean in your shift. Each section has a master key that can open all the rooms of that
section, but it should not open any other room.
At the beginning of the day, each chambermaid receives the form from the Executive Housekeeper or their assistant.
from the chambermaid report, which reflects the status of the rooms in the section that you
It corresponds to clean that day, along with the corresponding master key. It will remain in that format.
a blank space for the housekeeper to note the final status of the rooms in their section
at the end of their shift. The information from the chambermaids' reports will be used for the preparation of the
housekeeping report sent to reception. Each hotel has its own keys for
define the physical condition of the rooms in the housekeeping report. The most important keys
the following are common:

O: room occupied.
2: number of people in the room (in this example there are two).
•VS: empty and dirty room.
exit room.
•VL: empty and clean room (ready to be occupied).
•OOO: room out of service (the code FS can also be used).
END: room with luggage but the guest did not sleep.
The door has a sign saying 'Do Not Disturb' (it is also referred to as 'P', latch

The chambermaid must keep the master key for her section with her at all times and must not
leave it nowhere, not even in your car.
Once you have been assigned your section and have received your report and your master key, the
The chambermaid proceeds to take her car and heads to the central laundry to pick up the clothes.
whites, amenities, and supplies you will need for cleaning the rooms in your section.
After finishing the above, he will head to his section to begin his work.

Access to rooms. Certain rules must be observed to safeguard security and the
guest privacy in the case of access to the rooms:

1. Before entering any room, the housekeeper must knock on the door with their knuckles.
never with the key or another object.
2. After touching, you should wait about 10 seconds, touching again if it has not responded.
response. If after tapping twice you still do not receive a response, you must enter your
key in the lock, or your card in the electronic lock), activating it at the same time
time that touches again, and upon opening it will loudly pronounce the word 'Chambermaid!'. In
in case the guest is sleeping in the bathroom, they should close the door again and
call back.
3. If the guest is present in the room, the maid must ask for permission to
enter and do her job. If the guest denies access, the maid should ask
What time would be convenient for me to return to clean the room? The maid never
must enter a room while the guest is present, without their authorization.

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 The chambermaid will never open the door to a room for anyone without authorization.
from the Housekeeping Department. When the Maintenance Department staff requests to the
housekeeper at the opening of a room, she must require to see the work order
corresponding, noting in their chamber report the time, name of the employee from
Maintenance and the reason why he entered the room.
5. If any person appearing as a guest requests the maid to open a
room because he left the key inside or for any other reason, this should inform you
with all due courtesy that she is not authorized to open rooms and will request you with
kindness, please go to Reception, where they will give you a duplicate of your key.
room.
6. If after knocking on the door and entering, the guest is not found in the room, the
the chambermaid will proceed to clean it, leaving the door open and using her
car to block the entrance for as long as it takes to prepare the room.

Procedures for room cleaning. The housekeeper should start cleaning with
a different room every day, from the total that make up your section, so that it goes
alternating the cleaning schedule in each of the rooms. In case there are guests.
important (VIP) in your section, these will be the first to be cleaned every day.
Likewise, it should take into account those rooms that have requested the service of
cleaning at a specified time.
The cleaning of the rooms can be done in occupied rooms (also called)
"passages") and departure rooms, that is, those who left the hotel that day. The departure rooms
they will have priority in the order of cleaning the section, in order to have them ready as soon as possible
possible for its occupancy, especially during periods of high demand.
The procedure to follow for cleaning rooms is as follows:

The chambermaid proceeds to knock on the door, following the steps already mentioned.
2. Before starting the cleaning, the maid will note in her report the time she is
starting. In some hotels there is a system by which the maid must
mark a key on the room phone to indicate to the Housekeeper that this
the room is in the process of being cleaned. At the end of it, the housekeeper types another code
on the phone to indicate that the room is clean.
3. The first thing you should do is go to the bathroom and flush the toilet twice.
sometimes, applying saricide afterwards.
4. Remove the shower curtain and submerge it in one of the trash bins (made of plastic), or in
a bucket with a solution of water, bleach, and multipurpose cleaner.
5. Proceed to turn off the air conditioning in the room and open the windows to let in the
the room is well aired, ensuring that the door is secured to prevent a slamming door.
6. Clean the ashtrays and empty the trash from the bins, changing the trash bag for a new one.
new
7. Proceed to collect the guest's clothing that is out of place, arranging it in the
closet.
8. Remove the used bed linen and towels, folding them and placing them in the laundry bag
dirty from your car. If the room you are cleaning had already been vacated (“exit”), it would
they will remove the mattress protector and the pillow protectors. If the room were
Occupied (“passage”) the mattress and pillow protectors will not be removed.
9. Proceed to sweep the room, paying special attention to the spaces underneath the
bed and furniture. In hotels with carpeting, the room should be vacuumed.
10. Once the floor sweeping is finished, proceed to shake the dust off the furniture,
arranging the guest's belongings very carefully. They should be shaken out.
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 headers, bureaus, telephone, chairs, tables, mirrors, dresser, vanity, drawers, lamps
television, paintings and decorative items.
The furniture must be cleaned inside and out, using cleaning oil when necessary.
necessary and changing the lining of the drawers, in case it is required.
12. The closet will be cleaned with a damp cloth soaked in multipurpose cleaner, cleaning
well the shelves, drawers, interior light and bar. Finally, it will be placed on the part
replace the pillow after changing its cover.
In the case of the rooms that were exits, the closet hooks will be arranged accordingly.
with authorized mounting standard. In general, they are arranged together in one of the
ends of the tube, with the bag and the laundry list hanging from the first hook.
14. The crystals, as well as the upholstery of the furniture, must be cleaned if they are dirty.
dirty.
15. If the guest has left money or valuables in sight, the maid must
proceed according to the instructions received in this regard. In many hotels, the
The course of action to follow in these cases is for the chambermaid to request the presence.
from a security agent to take an inventory of the valuables, leaving a
note to the guest to remind them to use the safe.
16. When shaking, you should check that all the lights and equipment in the room
functions, requesting the intervention of the Maintenance Department in case of
any anomaly.
17. He will then proceed to take the items he needs from his car and will carry out the
bed linen. The bedding must be in perfect cleanliness condition and
ironed, without holes or stains.
To make the bed, first place the mattress protector, being careful that
I remained fixed. Then the fitted sheet is spread out, making sure it stays in place.
tucked under the mattress and with the corners well folded. On top of this
Place the "top sheet", which is placed upside down, leaving space for the cuff.
On top of this sheet, the blanket is placed, starting from the headboard (right at the edge of the
mattress) and stretching the rest well towards the feet, where the sheet will be tucked in together.
top and the cover. Having done this, the bedding is removed and all the clothes are tucked to the sides.
from the bed, making sure that the corners are well done at the foot end. In
Some hotels use a third sheet, which is placed on top of the blanket.
finally, the bedspread is put on, making sure it hangs evenly on both sides, and in
the corners, unfolding it carefully towards the headboard, where a fold is left for
wrap the pillow, which when turned back is completely covered by the
bedspread.
19. Once the bed is made, proceed to clean the bathroom, taking care not to
use abrasive products on the stickers to avoid damaging them.
20. In case there is dirty laundry from the guest in the bathroom. It will be collected and placed in
a laundry bag, leaving it in a visible place.
21. The toilet chain is pulled again to empty the sacricide that was put in at the beginning of
cleaning process, and the shower curtain is removed from the plastic container or bucket with solution
with chlorine, water, and multi-purpose cleaner, rinsing it and hanging it back up to drain.
22. The cleaning of the sanitary fixtures is carried out, paying special attention to the
following details:
The inner edges of the toilet bowl and bidet, in whose outlet holes
Iron and lime residues are usually accumulated from water.
The showerhead, in whose water outlet holes also
they accumulate iron and lime waste.

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 The junction of the floor with the walls of the sanitary appliances, where it is usually
deposit dirt.
The tiles, tiling, faucets, and mirrors.
Everything must be dried so that no residues or marks of moisture or soap remain.
The chrome accessories will be cleaned at the end with a dry cloth to leave them
brilliant.
23. Upon completion of the above, the amenities that were used will be replenished. A will be placed
new soap for every bar that is halfway used, without removing the used one. The roll of
Toilet paper should be changed when it is three quarters used.
24. The guest's personal items in the bathroom will be placed on a towel.
clean hands and the corresponding courtesies will be made for the bathroom curtain, the handkerchiefs
disposables and toilet paper. Finally, the bathroom floor will be mopped using
multipurpose cleaner.
25. All furniture will be placed in its place, the windows will be closed, and it will be connected to
new air conditioning, leaving it low.
26. The fresh curtains will be closed, leaving the thick curtains partially open so that
let in a little light (covering two thirds of the window).
27. Finally, the floor of the room will be mopped (if it is not carpet), doing it from the inside out.
outside. If there is a carpet, it should be vacuumed.
28. If the chambermaid were to discover dangerous or prohibited items or substances in the room
(weapons or drugs), you must report them immediately to the housekeeper and wait for the arrival of the
on-duty executive to raise the corresponding report.
29. He will note in his report the time he finished cleaning the room, he will take away his cart and
will go to the next room.

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