HOUSEKEEPING NC II
WEEK 1 Provide Housekeeping Services to Guests
Objectives
At the end of this lesson, students are expected to
1.1 discuss implementing hotel codes, rules, and regulations;
1.2.explain different skills of a good housekeeper such as interpersonal and intrapersonal
skills;
1.3 List down and describe the basic functions of each personnel in the housekeeping
department
1.4 Discuss nature and scope of guestroom cleaning, care and maintenance
Housekeeping can be a very demanding job that requires one to be patient. Hotel
housekeepers spend long hours on their feet, sweeping, mopping, dusting, vacuuming,
and cleaning of hotel premises. In addition to the cleaning task, hotel housekeepers may
also be responsible for shared duties, such as delivering beds to guest rooms,
replenishing toiletry supplies, and lifting and moving lightweight objects around the rooms.
To be able to do the jobs mentioned above, a housekeeper needs to possess certain
qualities. He or she needs to have an eye for detail. While at work, they may come in
close contact with guests. This is why it is a must that they also have good interpersonal
and communication skills. Formal education is not required but most hotels in the
Philippines prefer their housekeeping staff to be at least a holder of high school diploma
and has an NC (National Certificate) in Housekeeping to qualify for the job.
HOTEL HOUSE RULES
Hotels follow different approaches in giving the best service they can provide for their
guests. Hotel house rules are designed to instill discipline among hotel staff, thereby
ensuring guest satisfaction in terms of comfort, safety, and security. Well-mannered staff
is an asset of the hotel as they can help build hotel guests' contentment and trust. Every
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guest coming and checking in wants security thus providing security is one of the most
important duties of a hotel.
Entry into a Guest's Room
One of the responsibilities of a housekeeper is to clean the room of the guests. In
entering a guest's room, most hotels have a mandatory two-knock, three announcement
rule. Housekeeper must knock twice using the knuckles of his hand and say
"housekeeping" Upon entering the room, the housekeeper again announces
"housekeeping" in case the guest did not hear him or her from outside the room. If the
door is locked from the inside and there is no response from the guest, wait for about 24
hours. If after which there is still no response from the guest, the housekeeper must inform
his supervisor about the incident and the supervisor will report to the security who will
confirm the guest's safety.
Another thing that housekeepers must remember is they have to follow the guest floor
rules for safekeeping at all times to build
guests trust and satisfaction. If the "Do not
Disturb" sign hangs for a long time, the
housekeeper should inform the supervisor so
that any necessary further action may be
taken. Housekeepers are only allowed to
enter guestroom while on duty. To avoid
untoward incident from happening, they are not allowed to enter rooms that they are not
officially assigned to.
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HOUSEKEEPING NC II
Cleaning
Another function of housekeepers in
hotels is to make sure that the room of a
guest is clean and in order. To be able to
do this, they are expected to complete a
series of cleaning and sanitizing
procedures. Examples of tasks housekeepers are
expected to perform are changing of linens and toiletries, cleaning the floors, dusting
surfaces, and cleaning the bathrooms of guest rooms assigned to them.
Gifts and Tipping
Hotels enforce rules on receiving gifts and tips from guests.
Some hotels require their housekeepers to ask a note coming
from the guest just in case they are given a gift. Housekeepers
are also required to surrender to their supervisor anything they
found in a room together with a note indicating the room number
and the item found. This is done to help the guest recover
forgotten items. Guest's personal items should also be respected by not touching them or
moving them anywhere. All hotels allow guests to give tips as appreciation for quality
service but housekeepers should not solicit tips or negotiate the amount with guest.
Lost and Found
Lost and Found items after a quest's
departure must be reported immediately to
the floor supervisor. It is the duty of the floor
supervisor to check whether the quest is still
around or not. If the guest is no longer around,
the floor supervisor will follow the lost and found procedure.
Below are hotel rules for lost and found items:
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• Perishable items are lost and found items under food like fruits, chocolates, can
goods, etc. After three days if the owner will not call or come back to claim the
items, it will be given to the housekeeper who finds the items. This is what they call
"finders keepers rule.
• Non-perishable items-are lost and found items under non-food such as umbrella,
shoes, bags, clothes, etc. These items are only given one month for the owner to
claim. If left unclaimed, the items again will be given to the employee who found it.
• Valuables are lost and found items such as cash, gadgets, and jewelry. Items
considered as valuables are given one year to be claimed by the owner. If left
unclaimed, the hotel management will decide on what to do with the unclaimed
items.
Professionalism
Professionalism is a trait that is highly valued in the
workplace. This includes specialized skill, good judgment,
polite behavior, honesty, and integrity. As housekeepers,
how one carries oneself and how one perform the job
make a statement about the hotel's standard.
Housekeepers are expected to perform their job well.
They have to wear their uniform at all times during work.
They are also expected to comply with cleaning request of guests. Going above and
beyond a
guests' expectations while staying within professional boundaries ensures guests
continued patronage.
INTERPERSONAL AND INTRAPERSONAL SKILLS OF A GOOD
HOUSEKEEPER
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Interpersonal skills or people skills are the life skills we use in communicating and
interacting with people while intrapersonal skills or personal skills are the abilities and
talents that exist within the individual, which aids him or her in problem solving. According
to Stephen Fiore, a professor at the University of Central Florida, the two skills have long
been recognized as important factors to be successful in school and in workplace. There
are different interpersonal and intrapersonal skills that one needs to master to be able to
stand with the demands of the job in housekeeping.
Interpersonal Skills
Ability to manage conflict - being able to manage and handle differences in opinions
and always seeking win-win resolutions. Ability to solve problems ability to choose the
best course of action in situations while considering the needs and perspective of others.
Ability to communicate clearly - being able to speak with clarity and directness and at
the same time being sensitive to the need of the receiver.
Ability to listen -ability to hear other people's perspective by setting aside judgment.
Demonstrate responsibility - being able to do the things you say you will do.
Being accountable for your action being able to face the consequence of your action and
not blaming others.
Showing appreciation - being able to show people that you value them and their
contribution.
Flexibility - ability to be open to new and different way of doing things.
Intrapersonal Skills
Adaptability - the ability to cope with change.
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Self-awareness -being aware of your own values, needs, and emotions and their impact
to your behavior. Self-management or self-development -the ability to work
autonomously and to motivate and monitor oneself. It also includes the ability to acquire
new information and skills related to work.
Relationship management - the ability to build relationship based on mutual trust
and respect. Social awareness- being in tune with other's feelings and needs
Personnel in the Housekeeping Department
The duties and responsibilities of all the personnel in a housekeeping department
differ from each other but there is one common denominator in all of their functions
ensuring guest's safety, security, and satisfaction. We all know that no hotel can exist
without the patronage of its guests, and it is also true that the only reason for the
existence of the staff is to provide service for their guests' comfort and convenience.
Thus, all personnel in a housekeeping department must not only assemble as a team,
but should work as a coordinated group of people cooperating or working together for a
common goal, that is to create a satisfied guest.
Organizational Structure of a Housekeeping Department
Housekeeping department represents the largest workforce of a hotel. The following
is an example of housekeeping organizational chart of a small hotel
The Executive Housekeeper
The executive housekeeper is the head of the housekeeping and serves several
responsibilities that include managing the housekeeping team; translating all hotel
policies, procedures, and standards into housekeeping operations; serving as the
representative of the department during top management meetings; and ensuring all
resources are effectively utilized.
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Assistant Housekeepers
Hotel provides 24 hours service. An assistant housekeeper is the head of a given
shift and is responsible in managing the resources provided by the executive
housekeeper to achieve its goal of cleanliness, maintenance, and attractiveness of the
hotel during a given shift. It is also his or her responsibility to translate into practice all
the housekeeping Supervisors and executive housekeeper's policies, procedures, and
standards making sure that executive housekeepers actualize them at the grass root
level of operations. In the absence of a housekeeper, an assistant housekeeper will take
over.
Floor Supervisors
Floor supervisors are responsible in checking the cleanliness and maintenance of
guest rooms on allotted floors for quality assurance. They are also responsible in
controlling the housekeeping personnel which compose of room attendants and
housemen. They are also responsible in controlling the material assets of the floor such
as bed and bath linen, guests and room amenities, and cleaning equipment and
detergents. They are the ones who supervise the changing of floor linens with the
assistance of laundry department and ensure their proper storaqe in the floor pantry.
They also give feedback to the front desk office of the availability of quest rooms in each
shift for occupancy.
Control Desk Supervisor
Housekeeping control desk is considered as the main communication center of the
housekeeping department. A control desk supervisor has a very important role to play
that is to ensure the communication with housekeeping personnel is coordinated to all
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staff of the hotel. The major responsibility of a control desk supervisor is to coordinate
with the maintenance department to make sure that all maintenance requests are
attended to and done.
Public Area Supervisor
The public area supervisor is responsible for ensuring that the public area attendants
or housemen are doing their job in maintaining the cleanliness, orderliness, and upkeep
of the aesthetic image of all public areas in the hotel like the lobby, hallways, banquets
space, and banquets space.
Linen Room Supervisor
Linen room supervisor is responsible in coordinating the exchange of soiled linen for
clean ones. He or she is also the custodian of all linens used and the one responsible for
the maintenance and proper storage of linens to minimize loss. The linen room
supervisor is tasked to coordinate closely with the laundry supervisor for the supply of
clean linens.
Laundry Supervisor
Laundry supervisor is responsible for ensuring that laundry attendants are doing their
job-washing, drying, folding, and pressing items-properly.
Uniform Room Supervisors
The major responsibilities of a uniform room supervisor include keeping all uniforms
in safe conditions and to issue laundered uniforms to hotel staff.
Room Attendants
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Room attendants are also called chambermaids since mostly women are employed
for the job. They are the ones who are responsible for the cleaning and maintenance of
assigned guest rooms. They serve as the eyes and ears of the security team to report
any untoward incidents. Room attendants also make sure that the privacy of all their
guests are not invaded.
Laundry and Linen Room Attendants
Laundry and linen room attendants are responsible for laundering linens, towels,
napkins, aprons, uniforms, and any other items.
Tailor or Upholsterers
Tailor is employed on-site to mend uniforms, linens, and upholstery or repurpose
ripped linens into aprons and rags.
GUESTROOM CLEANING, CARE, AND MAINTENANCE
Guests want their hotel room to be clean and to smell good. To be able to efficiently
perform the job as a housekeeper, one is expected to complete a series of cleaning and
sanitizing procedure. It is also expected that cleaning of room are finished within the
given time frame.
Points to Remember When Doing Cleaning Service to a Guest's Room:
• Clean in one direction
• Clean from top down
• Clean from farthest point out
• Check for damage, if there is something that requires maintenance, or if a proper
lost
• Use correct equipment and cleaning agents to clean surfaces
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Phases of Cleaning a Hotel Guest Room
Phase 1
• Opening the windows to air out the room and turning off of air-conditioning system
• Washing hands and putting on protective disposable gloves
• Emptying out the trash cans or bins
• Stripping the bed and removing dirty linens
Phase 2
• Removal of dirty towels from the bathroom (bath towels, hand towels, and face
towels)
• Spraying the cleaning products necessary for disinfection
• Removal of gloves
Phase 3
• Making up the bed
Phase 4
• Dusting all surfaces such as bedside table, desk, chair, TV, etc.
• Checking TV, air-conditioning, and lights to make sure they function properly
Phase 5
• Cleaning the bathroom
Phase 6
• Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
• Vacuuming the room
• Checking over the room, making sure that everything is in place
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Books
Urbiztondo, Laarni A. (2016). Housekeeping. 856 Nicanor Reyes, Sr. St.,C.M. Recto
Avenue, Manila Philippines; Rex Book Store, Inc.
Andrews, Sudhir. 1985. Hotel Housekeeping Training Manual. New Delhi: Tata
McGraw-HillPublishing
Co. Ltd.Hurst, Rosemary. 1971. Housekeeping Management for Hotels and
Residential Establishments.United Kingdom: William Heinemann Ltd.Martin,
Robert J. 1998. Professional Management of Housekeeping Operations. New
York:
John Wiley & Sons.
Websites
ASEAN. 2012. "Provide Valet Services to Guests'. Accessed May 2015.
http://www.
waseantourism.com/ft/Approved%20Toolboxes/Provide%20valet%20services%
20 to%20guests/TG Provide_valet_service refined.pdf.
ASEAN. 2012. "Launder Linen and Guests' Clothes" Accessed May 2015. http://www.
waseantourism.com/ft/Approved%20Toolboxes/Launder%20linen%20and%20quest
s%20clothes/TM_ Launder_linen_&_guests_clothes_refined.pdf.
BeddingStyle.com. 2015. "Bedding Size Chart:" Accessed June
2015. http://www.beddingstyle.com/content/bedding-size-chart.asp
Digital Tourism Think Tank. 2013."Ihe lmportance of Online Reviews" Accessed June
2015.http://thinkdigital.travel/opinion/the-importance-of-online-reviews.
eHow. 2015."How to Hang Bathroom lowels Decoratively:"'
Accessed May 2015. http://www.ehow.com/how_6675874_hang-
bathroom-towels-decoratively.html
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How Stuff Works. 2015."How to Clean Synthetic Fabrics." Accessed June 2015.
http://home.
howstuffworks.com/home-improvement/household-hints-tips/cleaning-organizing/
how-to-clean-synthetic-fabrics.htm.
Latino Hotel Association. 2011."Housekeeping Room Attendant" Accessed July
2015. http://
www.latinhospitality.org/Resources/Documents/Housekeeping%20%20Room%
20Attendant%20SOP.pdf.
setupmyhotel.com. 2015. "Room Type Definition In Hotels." Accessed June 2015.
http:// setupmyhotel.com/train-my-hotel-staf/front-office-training/95-room-status-
terminology-in-hotels.html
TripAdvisor LLC. 2015. "Review of Palm Plaza Hotel" Accessed June 2015.
http://www. tripadvisor.com.ph/ShowUserReviews-g298573-d 308365-r1723621
89-Palm_Plaza Hotel-Manila Metro Manila Luzon.html.
TripAdvisor LLC. 2015. "Review of Rajah Park Hotel" Accessed April 2015
http://www. tripadvisor.com.ph/ShowUserReviews-g298460-d477876-
r191410136-Rajah Park Hotel-Cebu_City_ Cebu Island_Visayas.html.
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