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A room’s status is set to Out of Service<\/strong> due to a minor repair but is expected to be available for occupancy on the same day. The status is set to Out of Order<\/strong> in case the room is unavailable on the day due to damage or the hotel is not willing to sell it.<\/p>\n\n\n\nNote: Out of Order (OOO) reduces the hotel’s inventory. For example, if the hotel has 100 rooms with one OOO, inventory counts to 99, affecting ADR (Average Daily Rate).<\/p>\n<\/div>\n\n\n\n
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\nThe team is responsible for the laundry services of staff uniforms, guest laundry, and hotel linen cycle (bedsheets, towels, face towels, hand towels, tablecloths, napkins, or any linen, and curtains used in the hotel).<\/li>\n\n\n\n When necessary, the housekeeping laundry tailor alters, adjusts, and repairs staff uniforms, guest garments, linens, and curtains.<\/li>\n\n\n\n They check and report on room discrepancies, such as if the checked-in guest is still in-house or has left the property without checking out (\u2018Skip\u2019 in hotel terms)\u200a\u2014\u200aThose with scanty baggage. Or, if a guest occupies a room without a booking record in the hotel PMS system (\u2018Sleep\u2019 in hotel terms).<\/li>\n\n\n\n They are responsible for storing lost\/left-behind belongings of hotel guests and returning them when the guest calls to recollect them. Handling lost items is known as \u2018Lost & Found,\u2019 and each hotel has its standard policy on managing such situations.<\/li>\n\n\n\n While the guests check out, housekeeping staff checks for damages to the room and reports to the Front Desk\/HK supervisor. In addition, they check for the room\u2019s minibar and report any consumption to the Front Desk for billing the guests.<\/li>\n\n\n\n Maintain, and restock guest amenities, cleaning and gardening supplies, and liquids.<\/li>\n\n\n\n The hotel\u2019s floral arrangements enhance not only the aesthetics and ambiance of the property but also help guests ease off stress and anxiety. Likewise, this is another area where the housekeeping team\u2019s contribution is indispensable.<\/li>\n\n\n\n Such a large operation around the clock needs careful planning and assignment of resources based on the hotel system\u2019s forecast reports. The Housekeeping manager or executive housekeeper adjusts the staffing and prepares the duty rosters accordingly.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
To meet an enormous, highly critical operation, a hotel needs a large team of experienced professionals. Let\u2019s see who they are.<\/p>\n\n\n\n
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<\/span>Hotel Housekeeping Department Chart<\/span><\/h2>\n\n\n\n<\/div>\n\n\n\n
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<\/span>Duties and Responsibilities of Housekeeping Staff<\/span><\/h2>\n\n\n\n<\/div>\n\n\n\n
Based on the chart above, we outline the primary responsibilities of each position. However, tasks, responsibilities, and sometimes reporting structures may vary from one hotel to another or chain to chain.<\/p>\n\n\n\n
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<\/span>Duties of Executive Housekeeper in A Hotel<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nAs the above organizational chart, an Executive Housekeeper takes every responsibility for the hotel’s housekeeping as a person in charge of this large department.<\/li>\n<\/ul>\n\n\n\n\nThe Executive Housekeeper reports to the General Manager, Rooms Division Manager, or Executive Assistant Manager (Deputy GM).<\/li>\n<\/ul>\n\n\n\n\nHer primary duty is to ensure the team follows the hotel’s standard operating procedure (SOP) in every task and adheres to proper use of PPE for hotel housekeeping while performing their duties, cleaning hotel rooms, public\/private areas, and gardens. <\/li>\n<\/ul>\n\n\n\n\nPlanning, hiring, and firing resources, scheduling resources daily, and looking after their well-being and training needs are other crucial areas, including staff performance monitoring and people development. <\/li>\n<\/ul>\n\n\n\n\nShe is also responsible for recommending, maintaining, and coordinating repairs of housekeeping equipment and supplies. Additionally, the Executive Housekeeper oversees the inventory of amenities and linen services.<\/li>\n<\/ul>\n\n\n\n\nFinally, an Executive Housekeeper prepares financial reports and departmental budgets.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Housekeeping Secretary \/ Housekeeping Coordinator<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nUnlike an executive secretary whose primary job is to assist her boss, the Executive Housekeeper with secretarial tasks, and also manages other tasks involving her department and assists and coordinates with almost everyone in the department.<\/li>\n<\/ul>\n\n\n\n\nAs she is the only one sitting in the department most of the time, she handles telephone calls from external and internal callers and coordinates and assigns tasks to relevant members.<\/li>\n<\/ul>\n\n\n\n\nShe drafts letters for her boss and the Assistant Housekeeper and has access to the bosses\u2019 emails to reply when necessary. Additionally, she manages housekeeping-related tasks in the hotel\u2019s property management system, including printing room status reports and updating any discrepancies reported by her colleagues on the guest floors, including \u2018Do Not Disturb\u2019 room status in the hotel system.<\/li>\n<\/ul>\n\n\n\n\nShe acts as the point of contact for other departments, such as the Front Office; let\u2019s say, for instance, a guest has arrived before his scheduled\/expected time of arrival. FO staff calls HK and asks to prioritize preparing that room. Despite this process being systemized in the modern PMS software, traditionally, FO staff calls the HK. So, she passes the information to the relevant supervisor in the area to handle the situation. Likewise, she coordinates with the Repairs\/Maintenance department for any room repairs-related issues.<\/li>\n<\/ul>\n\n\n\n\nShe also prepares housekeeping task assignments sometimes, prints task sheets in the system, and distributes them among the room attendants in the absence of the bosses.<\/li>\n<\/ul>\n\n\n\n\nShe maintains the list of Lost and Found items and coordinates with the Front Office team in handling reclaims by the guests along with Exec. Housekeeper, FO manager, and Security department, depending on the item\u2019s category and value.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Assistant Executive Housekeeper or Simply, Assistant Housekeeper<\/span><\/h3>\n\n\n\n\n
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\nAs an assistant to the Executive Housekeeper, she works alongside the boss and acts as head of the department in the absence of the Exec. Housekeeper. It includes overseeing staff and supervising the cleanliness and standards of guest rooms, public areas, restrooms, offices, and conference rooms.<\/li>\n<\/ul>\n\n\n\n\nShe works closely with team members and is easily accessible by any staff in the department. She is responsible for work scheduling, task sheet preparation, and maintaining\u00a0hotel housekeeping supplies<\/strong>\u00a0such as cleaning chemicals, linen, and anything involving her.<\/li>\n<\/ul>\n\n\n\n\nTrain staff on equipment, chemical usage, and standards. Respond to guest requests, complaints, and any concerns.<\/li>\n<\/ul>\n<\/div>\n\n\n\n\n
\nFollow up with inter-departmental communication and follow up with the Repairs department on room damage fixes. And monitor the overall administration of the department with the Executive Housekeeper.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Hotel Housekeeping Laundry Manager<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nThe Laundry Manager is someone who handles administrative tasks while having a great understanding of the laundry equipment and chemicals used in the hotel housekeeping laundry.<\/li>\n<\/ul>\n\n\n\n\nHe is fully responsible for laundry operations in-house and outside laundry if the hotel is catering laundry services to outside customers in line with the brand standards.<\/li>\n<\/ul>\n\n\n\n\nHe is responsible for planning resources, including employees, according to the hotel\u2019s occupancy forecast. <\/li>\n<\/ul>\n\n\n\n\nMaintenance\/repairs of laundry equipment with the hotel\u2019s Maintenance department (Repairs Dept.), and training staff on the machinery usage in coordination with the hotel\u2019s training department.<\/li>\n<\/ul>\n\n\n\n\nHe is also responsible for the hotel staff uniforms, guest garments coming into the laundry, and linen services.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Public Area Supervisor (Housekeeping Supervisor Grade)<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nAs the title suggests, the Public Area Supervisors are responsible for ensuring public areas such as the hotel lobby, walkways, common toilets, and staff areas are clean and tidy and reflect standard ambiance throughout the hotel and the day. Basically, every area except guestrooms that are directly under Floor Supervisors.<\/li>\n<\/ul>\n\n\n\n\nHe is also responsible for carrying out periodic and on-demand training for Public Area Attendants on the hotel\u2019s standard cleaning procedures, including proper chemical equipment usage.<\/li>\n<\/ul>\n\n\n\n\nMost of the time on the roam, he is tasked with scheduling deep cleaning tasks in areas where necessary and handling the hotel\u2019s Lost & Found procedure.<\/li>\n<\/ul>\n\n\n\n\nHe reports and works closely with the Assistant Executive Housekeeper. The shifts can change from Public Area to Floor Supervising, so he is also trained on Floor Supervisor tasks.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Floor Supervisor (Housekeeping Supervisor Grade)<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nFloor Supervisors work closely with the Assistant Housekeeper, and are responsible for ensuring rooms are cleaned by the room attendants as per the standard and provide housekeeping status reports to the bosses.\u00a0<\/li>\n<\/ul>\n\n\n\n\nThey carry the master key of the hotel and help the attendants get into the rooms to complete cleaning tasks. When the attendants complete the task, supervisor approves that the room is in perfect condition set by the brand, and ready to be occupied by changing the room status to \u2018Inspected\u2019. See the \u2018Rooms Statuses\u2019 section for details on this.<\/li>\n<\/ul>\n\n\n\n\nThey are also responsible for maintaining inventories of cleaning items at floor-level pantries, coordinating with other operating departments on matters related to them, such as rooms requiring repairs, fulfilling floor guest requests with the FO department or others, or reporting to the Security department of any security hazards.<\/li>\n<\/ul>\n\n\n\n\nTheir responsibilities can continue with anything concerning rooms and guests.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Laundry Supervisor (Housekeeping Supervisor Grade)<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
\nThe Laundry Supervisor reports to the Laundry Manager\/Assistant Executive Housekeeper; he oversees the whole operation of the hotel laundry and makes sure quality standards are always maintained.<\/li>\n<\/ul>\n\n\n\n\nHe has a good knowledge of machines and chemicals used in the cleaning procedure and trains the other laundry staff on the skills. And, coordinates with other relevant departments on repairs and ensures enough stock of chemicals is always maintained.<\/li>\n<\/ul>\n\n\n\n\nChecks the hotel\u2019s occupancy status and allocates adequate staff on duty to meet the demand.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Linen Room Supervisor (Housekeeping Supervisor Grade)<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
A hotel has several linen needs, such as staff uniforms, guests\u2019 garments, bedsheets, pillowcases, towels, tablecloths, napkins, and curtains, to operate smoothly and with the standard.<\/p>\n\n\n\n
The Linen Room is the section of the hotel where these needs are processed and managed daily with a linen cycle, such as linen being ready today, being washed for tomorrow, and being stripped from the rooms for washing tomorrow, and the cycle continues.<\/p>\n\n\n\n
\nThe supervisor of the Linen Room is responsible for keeping records of all the items that come into the laundry for processing and delivering them accurately as per the standards with the help of his team.<\/li>\n<\/ul>\n\n\n\n<\/div>\n\n\n\n
<\/span>Florists<\/span><\/h3>\n\n\n\n<\/div>\n\n\n\n
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\nThe florists are responsible for creating visually stunning and artistic floral arrangements for all areas, including public areas, guest rooms, restaurants, and banquet function\/meeting halls.\u00a0<\/li>\n<\/ul>\n\n\n\n\nThey are highly knowledgeable about flowers and plants and usually work on different assignments at a time due to various activities a hotel can be busy with, including banquet functions<\/li>\n<\/ul>\n\n\n\n\nSince the hotels usually have one or a couple of such individuals to cover the property\u2019s daily requirements, They are occupied most of the time.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n\n\n\n
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<\/span>Head Gardner<\/span><\/h3>\n\n\n\n