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The Important Role of Quality Housekeeping Practices

The Housekeeping department in a hotel ensures the cleanliness, maintenance, and aesthetic appeal of all rooms and public areas. The housekeeping department not only turnarounds (prepares and cleans guestrooms) in a timely manner it also cleans and maintains everything in the hotel so that the property is as fresh and attractive similar to the day when it opened its doors for the business.

The effort that the housekeeping makes in giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel. Thre are more employees working in the housekeeping department when compared to any other hotel department.

Being responsible for the turnaround of the rooms in a timely manner, housekeeping’s primary communications are with the front desk/reception team. Each room status is updated on a regular basis from the housekeeping to the front desk and vice versa. With new technologies available a room status update can be done via the hotel software, telephone systems, housekeeping mobile applications etc.

Housekeeping also coordinates closely with the maintenance or engineering department, as the housekeeping staff identifies different types of maintenance issues while cleaning the rooms and reports to the maintenance team for rectification or replacement. Example snags or issue with the TV, AC, Heating unit, Plumbing, Lighting, Electrical faults, Furniture, Toilet, Vanity, Tub, Towels racks, Ventilation issues etc.

The role of housekeeping can change depending upon the type or category of the hotel, for example only in a luxury or full-service hotel evening or turndown services are offered by the housekeeping department. The housekeeping department is one of the major ‘Support Centre‘ in the hotel as it doesn’t generate any major revenue for the hotel.

Housekeeping is considered as a ‘back of the house’ department even though they have some direct contact with the guests; like for example while cleaning rooms, picking up laundry, providing evening or turndown services etc.

Source: Set Up My Hotel

Main Responsibilities of Housekeeping

  • To ensure well furnished and maintained guestrooms and public areas.

  • To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests.

  • To oversee the coordination of and administer all housekeeping programs and projects.

  • To act as a source of contact in interdepartmental communicationsvendors, professional agencies etc.

  • To act provide a budget, budget control, and forecasting related to housekeeping.

  • To achieve the maximum efficiency in ensuring the care and comfort of guests & in the smooth functioning of the department.

  • To establish a welcoming atmosphere.

  • To ensure courteousness, reliable service from all staff to the guest.

  • To ensure a high standard of cleanliness and general upkeep in all areas for which the department is responsible.

  • To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs etc, as well as to maintain an inventory for the same.

  • To provide uniforms for all the staff and maintain inventory for the same.

  • To Cater to the laundering requirements of hotel linen, staff uniforms, and guests.

  • To provide & maintain the floral decorations and to maintain the landscaped areas of the hotel.

  • To select the right contractors & ensure the quality of work is maintained.

  • To co-ordinate renovation and refurnishing of the property in consultation with the management & with interior designers.

  • To co-ordinate with the purchasing department for the procurement of guest supplies, cleaning agents, equipment, fabrics, carpets, & other items used in the hotel.

  • To deal with lost and found articles.

  • Carpet shampooing and maintaining.

  • Dealing with any guest queries, complaints & requests as they occur.

  • To keep the general manager or administrator informed of all matters requiring attention.



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