House-Keeping Personnel And Receptionists

Housekeeping involves creating a tranquil, comfortable, safe, and aesthetically pleasing environment. In a hotel, the housekeeping department, an operational unit, is responsible for maintaining cleanliness, upkeep, and enhancement of the entire property, including guest rooms, public areas, back areas, and surroundings.   The department ensures a clean and comfortable environment, directly influencing a guest’s experience. […]

Housekeeping involves creating a tranquil, comfortable, safe, and aesthetically pleasing environment. In a hotel, the housekeeping department, an operational unit, is responsible for maintaining cleanliness, upkeep, and enhancement of the entire property, including guest rooms, public areas, back areas, and surroundings.

 

The department ensures a clean and comfortable environment, directly influencing a guest’s experience. Responsibilities include cleaning and maintaining the entire hotel, establishing a welcoming atmosphere, providing and managing linen inventory, supplying uniforms, handling laundry requirements, managing lost and found articles, staff training and supervision, fostering collaboration with other departments, floral decoration, landscape maintenance, and enforcing safety and security regulations.

 

Housekeeping personnel are categorized into managerial (Chief Executive/Head Housekeeper), supervisory (Assistant Housekeeper, Floor Housekeeper/Supervisor), and unskilled (Room Attendant, Housekeeping Porter, Public Area Cleaner). Each category has specific functions:

 

Chief Executive/Head Housekeeper:

  1. Organize and supervise the housekeeping department.
  2. Create duty rosters and ensure adherence.
  3. Supervise staff discipline and conduct.
  4. Liaise between maintenance and housekeeping.
  5. Provide uniforms, organize staff training, and ensure hygiene and safety.
  6. Manage lost articles, approve supply requisitions, and handle employee matters.

 

Assistant/Deputy Housekeeper:

  1. Reports to the executive housekeeper.
  2. Oversees cleanliness of guest rooms, public areas, and back-of-the-house areas.
  3. Manages housekeeping supplies inventory and updates records.
  4. Provides room lists to the front office and oversees hotel linen.
  5. Assists in staff appraisal and disciplinary actions.

 

Floor Housekeepers/Floor Supervisors:

  1. Reports to the assistant and executive housekeepers.
  2. Oversees multiple floors, ensuring equipment, maintenance, and security.
  3. Issues floor keys, releases clean rooms to reception, and supervises linen requisition.
  4. Handles minor guest and staff complaints, ensuring compliance with housekeeping policies.

 

Room Attendants/Chambermaids/Room Maids:

  1. Responsible for servicing guest bedrooms and related areas.
  2. Clean, tidy, and change bed linen in assigned rooms.
  3. Attend daily briefings, perform evening room checks, and report lost articles to the housekeeper.

 

Floor Porter/House Porter:

  1. Handles heavy tasks like moving furniture.
  2. Reports directly to the head housekeeper.
  3. Assists with guest room changes and supports room attendants during peak periods.

 

Bed Linen:

  1. Includes mattress covers, bed sheets, pillowcases, bedspreads, and blankets.
  2. Characteristics of good bed linen include comfort, appearance, grease resistance, coolness, absorbency, smoothness, and durability.

 

Bed Making:

  1. Requires bed and mattress, two bed sheets, pillows and cases, bed cover, blanket, and an underlay.

 

Reception/Front Office:

  1. Defined as the official welcome and reception of guests.
  2. Main sales outlet of the hotel, where guests check-in, check-out, and settle bills.
  3. Guests assess services and make inquiries at the reception.

 

Receptionist:

  1. A sales personnel or clerk found at the front office.
  2. Requires good general education and organization knowledge.

 

Duties and Responsibilities of a Receptionist:

  1. Welcomes, checks-in, and registers guests.
  2. Confirms room status with housekeeping.
  3. Handles bill adjustments and customer complaints.
  4. Maintains up-to-date reception books.
  5. Manages customer check-outs and departure lists.
  6. Sends arrival lists to all departments.

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