A new broom sweeps clean; but an old broom knows the corners.
− An Irish Saying.
There is a huge workload on the hotel housekeeping staff. The housekeeping work is carried out at various levels such as managerial level, supervisory level, and operational level. Let us see more about the staff and qualities they should possess.
The general structure of housekeeping staff is as shown below −
Let us see the work and responsibilities at each level.
The Executive Manager is the chief of housekeeping department. The Deputy Housekeeper and Assistant Manager of Housekeeping report to him. Their responsibilities include −
Ensuring overall cleanliness and aesthetics of the hotel.
Ensuring overall sanitation, comfort, and ambience of the hotel.
Training the new joiners and motivate the existing employees.
Modelling and establishing Standard Operating Procedures (SOPs) for cleaning and decorating.
Monitoring regular inventory of guest supplies and linen.
Monitoring housekeeping equipment and hotel property.
Evaluating employee performance, and handling their training, promotions, and transfers.
Organize flower arrangements for events.
Presenting the estimate of the required budget to the General Manager of the hotel.
The supervisors report to the Assistant Housekeeper. Their positions and their respective responsibilities include −
Catering for VIP facilities and providing special supplies such as hot drinking water, baby-sitting provision.
Ensuring that cleanliness is maintained at all times in public areas such as lobby, lifts, parking, swimming pool, coffee shop, conference hall, banquet hall, and restaurant.
Ensuring provision of guest supplies such as water, extra bed, fans, or towels.
Ensuring the operating staff working at night is following all cleaning SOPs.
Supervising hotel area at night and ensuring cleanliness in all areas of hotel.
The positions and responsibilities of the Operating Staff/Attendants are explained below.
Collecting uniforms of staff at the end of every shift and maintaining them to be used for the next time.
Maintaining the shelves of uniforms and linens clearly.
Giving and taking back the uniforms from the staff.
Segregating the dirty linen according to its type and sending it to the laundry.
Keeping the track of linen count before and after laundry.
Stacking towels, bed sheets, pillowcases, table napkins separately into different sections of shelves.
Replenishing the hotel cleaner’s trolley with supplies and linens for the next shift staff.
Keeping the count of cleaning equipment and items such as cleaners and detergents.
Keeping the parking, lobbies, guest rooms, lifts, and corridors in best maintained status.
There are certain professional qualities the housekeeping staff is required to possess −
The housekeeping staff on duty must −
The housekeeping staff must −
For serving the guest and working for cleanliness, the housekeeping staff must
The housekeeping staff must −
Respect each hotel guest they are dealing with. They must conduct themselves confidently and courteously.