Housekeeping Department

A room attendant (also called a housekeeping attendant or room maid) is responsible for the cleanliness, order and comfort of guest rooms. During a typical shift, the following five key duties are performed:

1. Cleaning and making up guest rooms The attendant cleans occupied rooms daily — dusting furniture, vacuuming carpets, mopping floors, changing bed linen, and making the bed neatly. Bathrooms are cleaned and sanitised, and fresh towels and toiletries are supplied. This is the core duty and is usually done in a set sequence (e.g., check-out rooms first, then stay-over rooms).

2. Replenishing guest supplies and amenities Soap, shampoo, toilet paper, stationery, minibar items, tea/coffee sachets and other guest amenities are checked and refilled so that the room is fully equipped for the guest's use. Missing or damaged items are reported.

3. Handling guest requests and complaints The attendant responds promptly to requests such as extra pillows, blankets, hangers or an ironing board, and attends to complaints about room cleanliness or faulty equipment. Requests that cannot be handled personally are passed on to the supervisor or concerned department.

4. Reporting room status and maintenance faults After cleaning, the attendant updates the room status (e.g., "ready", "occupied", "do not disturb") to the housekeeping control desk, which coordinates with the front office. Any defects noticed — leaking taps, broken lights, faulty air-conditioning — are reported for maintenance so they can be repaired before the room is re-let.

5. Maintaining the trolley, linen and work area The room attendant keeps the housekeeping trolley clean, well-stocked and correctly arranged, maintains the linen store, and follows hygiene and safety rules. Lost-and-found items found in rooms are handed over to the housekeeping department as per hotel policy.

These duties together ensure that every guest room is clean, safe and comfortable, which directly affects guest satisfaction and the hotel's reputation.

(a) F. Upholstery (sofas, chairs) is vacuumed and brushed regularly and cleaned with shampoo or dry-cleaned only periodically; it is not washed daily.

(b) T. Chafing dishes, soup tureens and wine chillers are serving vessels called hollowware.

(c) T. Nepal planned to attract two million tourists in 2020 under the "Visit Nepal 2020" campaign.

(d) F. Lost and found articles are kept under lock and recorded in the housekeeping department's lost and found section, not simply at the security department.

(e) T. Semolina (sooji) is made from durum wheat.

(a) Marjoram - (iv) herb

(b) Doily - (i) paper

(c) Scanty - (v) baggage

(d) Cistern - (ii) bathroom

(e) Cheddar - (iii) cheese

Par stock is the standard amount of an item (linen, towels, soap, supplies and similar) that must be available in the hotel at all times to run operations smoothly. It is usually fixed as a multiple of the quantity in use; for linen it is commonly 3 to 5 par (one in use, one in the laundry, one in store, and so on).

Importance

1. Smooth operations. There are always enough items for guests, without shortages.
2. Helps in the laundry cycle. Spare sets are available while others are being washed and dried.
3. Better stock control. It shows the quantity needed, so over- and under-stocking can be avoided.
4. Cost control. It prevents money from being locked in excess stock and reduces wastage.
5. Guest satisfaction. Rooms are always properly equipped.
6. Easy planning of purchase and replacement. Reorder is made when stock falls below the par level, and it helps in budgeting.

Organization chart of the housekeeping department (6 marks)

                    Executive Housekeeper
                             |
                Assistant Executive Housekeeper
                             |
   +-------------+-----------+------------+--------------+
   |             |           |            |              |
Floor        Public Area   Laundry      Linen/Uniform  Control Desk
Supervisors  Supervisor    Supervisor   Room Supervisor   Clerk
   |             |           |            |
Room         Public Area   Laundry      Seamstress /
Attendants   Attendants    Attendants   Tailor

The Executive Housekeeper heads the department. Supervisors inspect the work of the attendants in their sections.

Duties of a Public Area Attendant (4 marks)

1. Clean and maintain public areas such as the lobby, corridors, staircases, lifts, restrooms, restaurants and offices.
2. Vacuum, sweep, mop and polish floors and carpets, and dust furniture and fittings.
3. Clean glass, mirrors, windows, doors and brass items, and wash and refill restrooms with supplies.
4. Empty ashtrays and waste bins, and arrange furniture and flowers.
5. Use chemicals and equipment safely and report damaged items, spills and maintenance problems to the supervisor.
6. Hand over lost and found items to the housekeeping desk and keep the work area tidy.

(b) Maintaining cleanliness and upkeep of guest rooms and public areas

Housekeeping is the department responsible for cleaning guest rooms, corridors, lobbies, and other public areas, and for maintaining their upkeep so that the hotel stays clean, comfortable, and presentable. The other options belong to the food and beverage, front office, and guest relations/cashier functions respectively.

Organizational structure of the housekeeping department in a medium-sized hotel

Housekeeping is one of the largest departments in a medium-sized hotel (roughly 100–200 rooms). It works under the Rooms Division, headed by the Rooms Division Manager, to whom the Executive Housekeeper reports. The department follows a clear line of authority so that every room and public area is cleaned, inspected, and maintained to standard.

Organizational chart (medium-sized hotel)

                General Manager
                      │
             Rooms Division Manager
                      │
             Executive Housekeeper
                      │
          ┌───────────┴───────────┐
     Assistant Housekeeper    Housekeeping Control Desk
          │
   ┌──────┴───────┬──────────────┐
Floor Supervisor  Laundry Supervisor  Public Area Supervisor
   │                   │                    │
Room Attendants   Laundry Staff        Housemen / Cleaners

Roles and responsibilities

1. Executive Housekeeper

• Head of the department; reports to the Rooms Division Manager.
• Plans and directs all housekeeping activities — cleaning of guest rooms, public areas, laundry, and linen.
• Prepares duty rosters, work schedules, and cleaning programmes (daily, weekly, deep cleaning).
• Controls the budget, linen and cleaning supply inventory, and staff uniforms.
• Recruits, trains, motivates, and appraises housekeeping staff.
• Coordinates with Front Office, Maintenance, and Food & Beverage for smooth operations.
• Ensures guest satisfaction by maintaining cleanliness and hygiene standards.

2. Assistant Housekeeper

• Second-in-command; acts for the Executive Housekeeper in their absence.
• Supervises daily cleaning operations and distributes work among floor supervisors.
• Checks attendance, leaves, and staff discipline.
• Inspects rooms and public areas to ensure standards are met.
• Maintains records of linen, supplies, and lost-and-found items.
• Conducts on-the-job training of new staff.

3. Floor Supervisor

• Responsible for a set of floors or a section of rooms.
• Allocates rooms to room attendants and issues master keys and supplies.
• Inspects rooms after cleaning — checks bed making, bathroom, dusting, and amenities.
• Reports maintenance defects (plumbing, electrical, furniture) to the maintenance department.
• Maintains floor linen inventory and reports shortages.
• Handles guest requests and complaints on the floor promptly.

4. Room Attendant

• Cleans and prepares guest rooms as per the daily room assignment.
• Makes beds, changes linen, cleans bathrooms, dusts furniture, vacuums carpets, and replenishes guest amenities.
• Reports lost-and-found articles and any damage or maintenance problem to the supervisor.
• Handles guest requests politely and maintains guest privacy.
• Keeps the trolley, cart, and cleaning equipment clean and stocked.

Conclusion This clear hierarchy — Executive Housekeeper → Assistant Housekeeper → Floor Supervisor → Room Attendant — ensures proper supervision, accountability, and consistent cleanliness, which directly affects guest satisfaction and the hotel's reputation.

Coordination is the process of synchronising the activities of different departments so that they work together towards common organisational goals. In a hotel, the housekeeping department is responsible for the cleanliness, hygiene, maintenance and aesthetic upkeep of all guest areas and back-of-house areas. Since housekeeping is the largest department in terms of manpower and touches almost every part of the hotel, its success depends heavily on close coordination with other departments. Poor coordination leads to delayed room readiness, guest complaints, higher costs and damaged reputation. The importance of coordination between housekeeping and four other departments is discussed below.

1. Housekeeping and Front Office

Front Office is the face of the hotel and the first point of contact for guests, while housekeeping is responsible for the physical condition of the rooms that guests actually occupy. The two departments must exchange information continuously.

• Room status coordination: After a guest checks out, front office informs housekeeping so that the room can be cleaned and made ready. Housekeeping then updates the room status (vacant clean, occupied, out of order, etc.) so that front office can allot rooms to arriving guests without delay.
• Arrival and departure information: Front office provides the arrival list, VIP list and expected check-out times so that housekeeping can prioritise cleaning and prepare rooms with special amenities for VIPs.
• Guest requests: Requests for extra beds, baby cots, irons, toiletries or laundry pick-up are routed through front office to housekeeping for prompt action.
• Lost and found: Articles left behind by guests are handed over by housekeeping to front office, which traces the guest and arranges return.

Effective coordination here ensures that rooms are ready on time, guests are not made to wait at check-in, and special requests are fulfilled — directly improving guest satisfaction and room revenue.

2. Housekeeping and Food and Beverage (F&B)

F&B includes restaurants, banquets, room service, bars and kitchens. Housekeeping supports all these areas.

• Cleaning of F&B outlets: Housekeeping cleans restaurants, bars, banquet halls and kitchens before and after service, and during the day as required.
• Banquet and event support: Before a banquet or conference, housekeeping arranges tables, linen, flower arrangements, and cleans the venue; after the event it restores the hall to its original condition.
• Linen and uniform supply: Housekeeping supplies clean table linen, napkins, uniforms and kitchen linen to F&B, and collects soiled linen for laundering.
• Room service trays: Housekeeping removes used trays and crockery from guest corridors and rooms and returns them to the F&B department.
• Special arrangements: For in-room dining or special occasions, housekeeping arranges flowers, decorations and cleanliness as per F&B or guest requirements.

Without this coordination, outlets would be dirty, linen would run short, and guests would receive poor dining experiences, reducing F&B revenue.

3. Housekeeping and Maintenance (Engineering)

Housekeeping is the "eyes and ears" of the hotel because its staff work in every corner of the property. Maintenance keeps everything in working order.

• Reporting defects: Housekeeping staff report faulty lights, leaking taps, broken furniture, faulty air-conditioning or plumbing to maintenance immediately.
• Repair follow-up: Maintenance attends to complaints and informs housekeeping when the work is complete so the room can be released for sale.
• Out-of-order rooms: Rooms needing major repair are marked "out of order" jointly, preventing front office from selling them.
• Preventive maintenance: Housekeeping cooperates by making rooms available for scheduled servicing of carpets, upholstery and equipment.
• Energy and safety: Both departments work together on fire safety, pest control and conservation of water and electricity.

Good coordination ensures that defects are fixed quickly, rooms are not unnecessarily blocked, and guests enjoy a safe, comfortable stay.

4. Housekeeping and Human Resources (Personnel) Department

Housekeeping employs a large number of staff, so HR coordination is vital.

• Recruitment and selection: HR recruits room attendants, cleaners, linen room staff and supervisors as per housekeeping's manpower requirement.
• Training and development: HR organises induction and skill training on cleaning techniques, guest etiquette, safety and use of chemicals and equipment.
• Attendance, leave and payroll: HR maintains attendance, sanctions leave, and processes salaries, wages and overtime for housekeeping staff.
• Grievance handling and welfare: HR addresses staff grievances, maintains discipline and looks after welfare activities, which keeps housekeeping staff motivated.
• Uniforms and grooming: HR and housekeeping jointly ensure proper uniforms, grooming standards and hygiene of staff.

Motivated and well-trained housekeeping staff work efficiently, which directly reflects in clean rooms and happy guests.

Conclusion

Coordination between housekeeping and front office, F&B, maintenance and HR is essential for smooth hotel operations. It ensures timely room readiness, clean and well-maintained outlets, quick repair of defects and a motivated workforce. When these departments communicate and cooperate effectively, service becomes prompt and consistent, costs are controlled, and guest satisfaction — the ultimate goal of every hotel — is achieved.

The Emergency Key opens every guest room, including rooms that are locked from inside or double-locked (dead-bolted). It is kept under strict control and used only in emergencies such as fire, a medical problem, or a suspected crime, with proper authorisation and a written record.

When a guest falls ill in a hotel, the staff must act quickly, calmly and with sympathy. The usual procedure is as follows.

1. Receive the report. The employee who first learns of the illness (room attendant, bell boy, or a person who calls the front desk) informs the supervisor and the front office or duty manager at once.
2. Visit the guest. The duty manager or housekeeping supervisor goes to the room, with the room attendant or a colleague, to see the condition and talk to the guest or companions.
3. Call a doctor. If the guest wants it, or the case is serious, the hotel doctor or a nearby doctor or ambulance is called. In an emergency the guest is taken to hospital without delay and a hotel staff member goes along.
4. Give first aid. A trained staff member gives first aid from the first aid box until the doctor comes.
5. Inform relatives. With the guest's permission, the family or the company, and the embassy for a foreigner, are told.
6. Look after the guest. Provide rest, food or medicine as advised, and check at regular intervals. Housekeeping keeps the room quiet and clean, and the room is not made up in a way that disturbs the guest.
7. Record. The facts, the time, action taken and the persons informed are entered in the log book and an incident report is written. Bills for the doctor or medicine are posted on the guest folio.
8. Maintain privacy. The matter is kept confidential and other guests are not told. If the illness is infectious, the doctor's advice is followed to protect other guests and staff, and the room is disinfected after departure.

Housekeeping keeps a Lost and Found Register (and a tag attached to every article). A common format is shown below.

LOST AND FOUND REGISTER

Hotel name: .......................... Department: Housekeeping

Tag attached to the article

Notes

• Every article, however small, is recorded and kept locked in the lost and found room or cupboard.
• Valuable items are handed to the security or manager.
• The article is issued against proof of identity and the guest's signature.
• Unclaimed items are kept for a fixed period (usually three to six months), after which they are disposed of according to the hotel policy.

Housekeeping staff must have certain qualities to maintain a clean, comfortable and safe hotel.

1. Cleanliness and good hygiene. The staff must themselves be neat, clean and free from disease.
2. Honesty and integrity. They have access to guest rooms and property, so trust is vital.
3. Attention to detail. Observing small faults, dust, stains and missing supplies.
4. Physical fitness and stamina. The work involves lifting, bending and long hours on the feet.
5. Knowledge and skill. Knowledge of cleaning agents, equipment, methods and room-making procedure.
6. Discipline and punctuality. Reporting on time and following instructions and standards.
7. Courtesy and polite behaviour. Greeting guests politely and respecting their privacy.
8. Teamwork. Working with front office, maintenance and laundry.
9. Reliability and responsibility. Completing assigned work without close supervision.
10. Good memory and communication. Remembering guest requests and reporting problems properly.
11. Safety consciousness and willingness to learn. Following safety rules and accepting new methods.

The housekeeping department is responsible for cleanliness, comfort, maintenance and good appearance of the guest rooms, public areas and back areas of the hotel. It is a major department, as most of a hotel's revenue comes from rooms.

Roles

1. Cleaning and maintaining rooms and public areas. Guest rooms, lobby, corridors, restaurants and toilets are cleaned daily.
2. Guest comfort and satisfaction. A clean, tidy and well-supplied room gives a pleasant stay and encourages guests to return.
3. Supply of linen and uniforms. It controls the supply, laundry and storage of linen, curtains and staff uniforms.
4. Co-ordination with front office. It reports room status (vacant clean, vacant dirty, occupied) so that rooms can be sold quickly.
5. Inspection and maintenance. It inspects rooms and informs maintenance of faults, thus protecting the hotel property.
6. Safety and security. It watches for unusual events, handles lost and found articles, and controls keys.
7. Decoration and floral arrangement. It arranges flowers and decor to enhance the atmosphere.
8. Pest control and sanitation. It maintains hygiene and health of guests and staff.
9. Guest services. It provides extra bedding, laundry, valet service and special requests.
10. Cost control. It manages inventory of supplies and equipment, and reduces waste.

A death in a hotel is a serious event that must be handled with care, speed, confidentiality and respect for the law.

1. Discovery and reporting. The staff member who finds the guest (room attendant, bell boy or others) must not touch anything and must inform the supervisor, the front office and the duty manager at once.
2. Verify. The manager, with security, goes to the room to confirm the facts, and a doctor is called to examine the guest and certify death.
3. Inform the police. The police are informed immediately, as legally required, and the room is kept locked and sealed with nothing moved until they complete their enquiry and the body is removed.
4. Inform the relatives and embassy. The next of kin, company or the embassy (for foreigners) are told by the manager, using the registration card and passport details. Hotel staff must be tactful.
5. Maintain secrecy. The matter is kept confidential from other guests, the press and staff, to avoid panic and damage to the hotel's reputation. The body is taken out by a service route or at a time when few guests are present.
6. Handle belongings and bill. An inventory of the guest's property is made in the presence of the police and witnesses, and it is stored safely and handed over to the lawful claimant. The guest's account is closed and the dues are settled with the relatives.
7. Records. A detailed report is written about the time, persons involved and action taken, and entered in the log book.
8. Cleaning the room. After permission from the police, the room is thoroughly cleaned and disinfected, and kept out of order for a short period before it is sold again.

A floor supervisor is a member of the housekeeping department who is in charge of a group of guestrooms on one or more floors. He or she reports to the Assistant Housekeeper (or Executive Housekeeper) and directly supervises the room attendants of the floor.

Job description of a Floor Supervisor

Reports to: Assistant Executive Housekeeper / Executive Housekeeper Supervises: Room attendants, floor attendants and helpers of the assigned floors

Duties and responsibilities

1. Attends the daily briefing, collects the floor keys, the room status report and the work allocation sheet, and assigns rooms to the room attendants.
2. Inspects every room after cleaning to make sure that it is clean, properly arranged and fully supplied before it is released as ready for sale.
3. Checks the status of rooms (vacant clean, vacant dirty, occupied, out of order) and reports it to the front office and housekeeping control desk.
4. Checks the stock of linen, guest supplies, amenities and cleaning materials on the floor and requisitions the shortage from the housekeeping store.
5. Reports maintenance problems (leaking taps, faulty lights, broken furniture) to the engineering department through a work order.
6. Handles lost and found items, special guest requests and complaints on the floor.
7. Trains, motivates and guides the room attendants, checks their grooming and uniform, and evaluates their performance.
8. Controls floor keys, ensures the safety and security of the floor, and reports suspicious persons or incidents.
9. Prepares the floor report and hands over the pending work to the next shift supervisor.

Lost and found

Lost and found refers to articles left behind or lost by guests (or staff) in the hotel premises. A lost article is one that a guest reports missing, while a found article is one that a staff member finds in a guestroom, public area or elsewhere in the hotel and which does not belong to the hotel. The housekeeping department is generally responsible for handling them, and every article, even of little value, must be treated as the property of the guest.

Handling and control procedure

1. Reporting and collection. Any staff member who finds an article immediately hands it over to the floor supervisor or the housekeeping control desk. It is never kept personally.
2. Recording. The article is entered in the Found Register (lost and found register) with the date, time, description, place found, name of the finder and the room number. A Found Slip or tag is also prepared and attached to the article.
3. Storage. The article is kept in a secured lost and found cupboard or room under lock and key, and valuables (cash, jewellery, passports, electronic gadgets) are given extra protection. Perishable items are kept for a short time only and then disposed of.
4. Informing the owner. If the owner is identified (the guest is in-house or the address is known), he or she is informed by the front office. For a guest who has already left, a letter or e-mail is sent, and the article is sent by courier at the guest's cost if requested.
5. Lost enquiry. When a guest reports a loss, the details are recorded in the Lost Register or enquiry form and compared with the found register and the articles in store.
6. Claim and release. The guest must describe the article and prove ownership, then sign the register and receive the article. The date, name and signature are recorded, and the front office or security is informed.
7. Retention and disposal. Unclaimed articles are kept for a fixed period (usually 3 to 6 months). After that they are returned to the finder, donated, auctioned or disposed of according to hotel policy.
8. Control. The register is checked regularly by the Executive Housekeeper, entries are numbered and signed, and the key of the lost and found room is kept by a responsible person only.

Keys are the most important security tools of a hotel because they give access to guestrooms, stores and other restricted areas. Housekeeping handles a large number of them, so strict control is necessary.

Types of keys used in hotels

1. Guest room key. Opens one particular guestroom only. Nowadays it is often a key card or an electronic card that is reprogrammed for each new guest.
2. Floor master key (Section master key). Opens all the rooms on one floor or section. It is issued to the floor supervisor or room attendant on duty.
3. Grand master key. Opens all the guestrooms of the hotel. It is kept by senior persons such as the Executive Housekeeper, Duty Manager or security head.
4. Emergency key. Opens rooms even when they are locked from inside with a double lock or deadbolt. It is kept in a sealed envelope or with the manager and used only in emergencies.
5. Departmental/Store keys. Open the linen room, housekeeping store, lost and found store and other areas of the department.
6. Sub-master key. Opens a group of selected rooms or floors.

Controlling system

1. Key control room/key cupboard. All keys are kept in a secured key cabinet or in the housekeeping control desk, and the room is locked with only one authorised person in charge.
2. Key register. Keys are issued only against a signature in the key register that records the date, time, key number, name of the holder, and the time of return.
3. Issue on duty basis. Keys are given to the room attendants at the start of the shift and collected back at the end of the shift. They are never taken out of the hotel.
4. Tags and coding. Keys carry code numbers instead of room numbers, so that a lost key cannot be traced to a room.
5. Authority levels. Only designated persons may carry master keys, and a key is never lent to another staff member.
6. Reporting lost keys. A lost key is reported immediately to the Executive Housekeeper, security and engineering. The lock is changed or the card is reprogrammed.
7. Regular checking. The key register and the stock of keys are checked every shift and audited periodically, and duplicates are made only with written permission.
8. Guest key policy. Guests are asked to deposit their key at the front desk when leaving the hotel, and room doors are opened for guests only after verification of identity.

Housekeeping is the department responsible for the cleanliness, comfort, maintenance and good appearance of the guestrooms, public areas, back areas and surroundings of the hotel. Its functions are as follows.

1. Cleaning and sanitation. Cleaning guestrooms, bathrooms, corridors, lobby, restaurants, offices and other areas daily and carrying out periodic deep cleaning to keep the hotel hygienic.
2. Room preparation and servicing. Making beds, changing linen and towels, replenishing guest supplies and amenities, and doing turn-down service so that rooms are ready for new arrivals.
3. Maintaining room status. Keeping updated records of room status (vacant clean, occupied, check-out, out of order) and coordinating them with the front office.
4. Laundry and linen management. Providing clean linen and uniforms through the laundry, controlling their stock, and handling guest laundry and dry cleaning.
5. Floral and interior decoration. Arranging flowers, plants and decorative items in public areas and rooms, and maintaining the aesthetic look of the hotel.
6. Inventory and store control. Ordering, storing, issuing and controlling cleaning materials, equipment, linen and guest supplies.
7. Pest control and safety. Arranging regular pest control, ensuring safety of guests and property, and reporting fire hazards and security problems.
8. Coordination with other departments. Working with the front office, engineering, security, food and beverage and purchase, e.g. reporting maintenance defects to engineering.
9. Lost and found and guest service. Handling lost and found articles, special guest requests and complaints related to rooms.
10. Training and supervision. Selecting, training and supervising housekeeping staff so that standards are maintained.

Guest supplies are the items placed in the guestroom by housekeeping for the comfort and convenience of the guest. Ten such contents and supplies are:

1. Bed and bedding: bed, mattress, mattress protector, pillows, bed sheets, blanket or duvet and bedspread.
2. Bathroom linen: bath towel, hand towel, face towel and bath mat.
3. Toiletries: soap, shampoo, conditioner, body lotion, shower cap, toothbrush and toothpaste, comb and vanity kit.
4. Toilet paper and tissue box: spare toilet roll and facial tissues.
5. Stationery: writing pad, pen, envelopes, notepad, hotel brochure and the directory of services.
6. Furniture: bedside tables, writing desk and chair, wardrobe, luggage rack and armchair.
7. Lighting and electrical items: bedside lamps, table lamp, television, telephone, remote control and alarm clock.
8. Wardrobe items: hangers, laundry bag and list, shoe horn, slippers and shoe-shine kit.
9. Water and refreshment facilities: drinking water jug and glasses, tea and coffee kit, kettle or minibar.
10. Waste bins and ashtray/safety items: waste paper basket, "Do not disturb" card, emergency exit map, sewing kit and an in-room safe.

A standard guestroom (single or double room) is furnished with a bed, an attached bathroom and the basic furniture needed for a comfortable stay.

Layout of a standard guestroom

+--------------------------------------------------+
|  Wardrobe |  Luggage rack            Window/     |
|           |                          Curtains    |
|-----------+                                      |
|  Entrance |    Bedside   +-----------+  Bedside  |
|  door     |    table     |  Double   |  table    |
|           |    + lamp    |   bed     |  + lamp   |
|  Bath-    |              |           |  Phone    |
|  room     |              +-----------+           |
|  (WC,     |                                      |
|  wash     |   TV unit      Writing    Armchair   |
|  basin,   |  (with TV)     table +    + side     |
|  shower)  |                chair      table      |
+--------------------------------------------------+

Contents (furniture and fittings)

Bed with headboard, mattress, bedside tables, wardrobe, writing table with chair, armchair and side table, luggage rack, television unit, mirror, curtains, carpet or flooring, lamps and an attached bathroom.

Supplies

1. Bedroom: bed sheets, pillows and pillow covers, blanket, bedspread, hangers, laundry bag, slippers.
2. Bathroom: bath towels, hand towel, face towel, bath mat, soap, shampoo, body lotion, toothbrush and toothpaste, shower cap, toilet paper, tissue box, dustbin.
3. Stationery and information: writing pad, pen, envelopes, hotel directory, "Do not disturb" sign, emergency exit map.
4. Refreshment: drinking water, glasses, tea and coffee kit or minibar.
5. Electrical and others: telephone, remote control, lamps, air conditioner/heater control, ashtray (if smoking room), sewing kit, in-room safe.

Linen refers to all the fabric articles used in a hotel, such as bed sheets, pillow covers, towels, table cloths, napkins, curtains and bath mats. It was originally made from flax, but today cotton, polyester and blended fabrics are used. Linen is classified as guestroom linen (bed and bath linen), restaurant linen (table cloths, napkins) and other linen (curtains, uniforms). Its quality is judged by durability, absorbency, colour and ease of washing.

The housekeeping department stores, issues and controls linen through the linen room. It is kept clean, dry and ventilated, in sufficient stock called par stock (usually 3 to 5 sets for each room, i.e. one in use, one in laundry, one in store). Linen is inspected, mended, rotated and discarded when worn out, and its inventory is counted regularly to prevent loss and wastage.

The housekeeping department is divided into several sections so that each activity is performed efficiently. The main sections are:

1. Control desk (housekeeping office). The nerve centre of the department. It keeps room status records, key control, lost and found, duty rosters, and communicates with front office and other departments.
2. Linen room. Receives, stores, inspects, mends and issues clean linen and uniforms, and keeps the linen inventory.
3. Laundry. Washes, dries and irons hotel linen, staff uniforms and guest clothes (valet service), and may have an on-premises or outside contract laundry.
4. Uniform room. Stores and issues uniforms to staff, repairs them and maintains their records. It is often combined with the linen room.
5. Housekeeping store/janitor's closet. Stores cleaning agents, equipment, machines and guest supplies, and issues them on a requisition basis. A small closet on each floor is called the maid's or floor pantry.
6. Tailor/sewing room. Makes and repairs uniforms, curtains, and other fabric items.
7. Horticulture/flower section (Florist). Takes care of indoor plants, flower arrangements and the garden.
8. Public area section. Cleans the lobby, corridors, restrooms, restaurants, offices and other public areas.
9. Guestroom floor section. Floor pantries where room attendants keep their trolleys, and from where the rooms are serviced.
10. Lost and found section and a pest control unit, which may be part of the control desk or contracted.

Organization chart of a housekeeping department (medium-sized hotel)

                    General Manager
                          |
                  Rooms Division Manager
                          |
                 Executive Housekeeper
                          |
             Assistant Executive Housekeeper
                          |
   +----------+-----------+-----------+-------------+
   |          |           |           |             |
Control    Floor/Room   Public Area  Laundry     Linen Room
Desk       Supervisors  Supervisor   Supervisor  Supervisor
Supervisor     |            |            |            |
   |       Room        Public area   Laundry    Linen room
Control    attendants   cleaners      attendants  attendants
desk       / Maids      (houseman)    (valet)     / Seamstress
clerk

Duties and responsibilities of the Executive Housekeeper

The Executive Housekeeper is the head of the housekeeping department. He or she reports to the Rooms Division Manager or the General Manager and is responsible for the overall functioning of the department.

1. Plans, organises, directs and controls all housekeeping operations to maintain the standard of cleanliness and comfort.
2. Prepares the departmental budget and controls expenses and the use of materials and equipment.
3. Recruits, trains, schedules, supervises and evaluates the housekeeping staff, and prepares duty rosters.
4. Inspects guestrooms, public areas and back areas regularly and corrects deficiencies.
5. Purchases and controls inventories of linen, uniforms, cleaning supplies, equipment and guest supplies, and conducts periodic stock checks.
6. Establishes standard operating procedures, cleaning schedules and checklists for each area.
7. Coordinates with the front office, engineering, food and beverage, security and purchase departments.
8. Controls keys, lost and found, and ensures guest safety and security.
9. Arranges pest control, deep cleaning programmes, and flower and interior decoration.
10. Handles guest complaints and special requests, and holds departmental meetings.
11. Ensures that the staff follow safety, hygiene and fire regulations.

Uniform

A uniform is the standard dress worn by the employees of a hotel while on duty. It gives the staff a common identity, makes them easily identifiable to the guests, projects the image of the hotel and keeps a clean, professional and disciplined appearance. Uniforms differ by department (chef's whites for the kitchen, suit or blazer for the front office, apron and cap for housekeeping) and are designed to be comfortable, durable, easy to wash and suitable for the work.

Upkeep of uniform

Upkeep means taking care of the uniform so that it remains clean, neat and in good condition.

1. Issue and exchange. The uniform room issues a fixed number of sets to each employee, normally on a one-for-one exchange basis, and records them in a uniform register.
2. Cleanliness. Staff must wear a freshly laundered and ironed uniform every day. The hotel laundry washes the uniforms on a regular schedule.
3. Inspection. Supervisors check the grooming and uniform of the staff before the start of duty, including nameplate, shoes and accessories.
4. Repair and replacement. Torn buttons, hems and zips are mended by the tailor, and worn-out uniforms are replaced and discarded.
5. Storage. Clean uniforms are kept in lockers or on hangers in a dry, ventilated place, and are never taken out of the hotel.
6. Control. Inventory of the uniform is kept, the staff sign for receipt, and the uniform is returned when the employee leaves the job.

(a) Definition

Linen means all the washable fabric articles used in a hotel, such as bed sheets, pillow covers, blankets, towels, table cloths, napkins, curtains and mats. Uniform is the standard dress prescribed by the hotel and worn by the staff on duty, which gives them identity and a professional appearance.

(b) Types

Linen types:

1. Guestroom linen: bed sheets, pillow cases, duvet covers, blankets, bedspreads.
2. Bathroom linen: bath towels, hand towels, face towels, bath mats.
3. Food and beverage linen: table cloths, napkins, table runners, buffet skirting.
4. Other linen: curtains, kitchen cloths and aprons, cleaning cloths.

Uniform types (by department): front office uniform (suit/blazer), housekeeping uniform (maid dress/overalls), food and beverage service uniform (waiter's black and white), kitchen uniform (chef's coat, apron, cap), security and engineering uniform.

(c) Handling

1. Soiled linen is collected in separate bags or trolleys and is never thrown on the floor.
2. It is sorted, counted and sent to the laundry with a laundry slip, and stained linen is marked for special treatment.
3. Clean linen is checked, folded, stored on shelves in the linen room, and issued on a one-to-one exchange basis.
4. Torn linen is sent for mending or turned into cleaning cloths or discarded.
5. Linen is kept dry, clean and free from pests, and heavy stains and dye are avoided.

(d) Inventory

Linen and uniform stock is kept in the form of par stock, normally 3 to 5 par, so that one set is in use, one in the laundry, one in the store and so on. The inventory includes opening stock, issues, receipts, discards and closing stock. A physical count is taken regularly (weekly, monthly or annually) and compared with the records.

(e) Control procedure

1. All items are recorded in the linen register or stock book at the time of purchase and issue.
2. Linen is issued only on a requisition or exchange basis and signed for by the receiver.
3. The linen room is locked, and entry is restricted to the authorised staff.
4. Uniforms are issued to each employee on a signature basis, are marked with name and number, and must be returned at resignation.
5. Discards are recorded with reasons and approved by the Executive Housekeeper.
6. Periodic stock-taking is done and the shortages are investigated.
7. Staff are trained to handle the items properly and prevent theft and wastage.

Housekeeping is the department of a hotel that is responsible for the cleanliness, maintenance, comfort and appearance of guest rooms, public areas and back-of-house areas so that guests enjoy a clean, safe and pleasant stay.