Tmpe1chapter 2 Report 1

CHAPTER 2:
HOUSEKEEPING
DEPARTMENT
 WHAT IS HOUSEKEEPING?
Housekeeping is a vital and essential part of the visitor experience and
satisfaction. Other things, which include but are not limited to, security, food and
service, customer service are important but what guests really want is to feel at home
and feel comfortable. Though the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping the
guests' pleasant memories of their stay.
The impact of the housekeeping function on the success of a hotel's operations

cannot be underestimated since large revenue for hotel industry is generated mainly
from the sale of rooms.
Housekeeping is one of the most important departments in a hotel. This
department is responsible for the care and upkeep of all guestrooms and
public areas in a hotel such as the lobby, elevator, dining areas and
hallways. Staffs in this department must have sharp eyes to detect things
that are not quite right.
Efficiently managed housekeeping departments ensure the cleanliness,

maintenance and aesthetic appeal of lodging properties. They are also
responsible for the preparation of guest rooms on a timely basis, making
sure that the rooms are clean and maintained in a comfortable fashion.
According to “Margaret Kappa, Aleta Nitschke and Patricia Schappert,
“Housekeeping is the customer's first impression and last impression.”
 CHALLENGES OF HOUSEKEEPING
The housekeeping department is one of the departments in a hotel that have many responsibilities and
therefore, are usually strike with many challenges since it is responsible for the largest volume of area
within the hotel.
In most cases, it has the largest departmental staff count in the hotel. The most challenging so far for
this department is it is hard to attract skilled employees, hard to retain employees and hard to motivate
employees.
Good Housekeeping Bad Housekeeping
Guests feel comfortable Guests feel uncomfortable

Guests are satisfied Guests are unsatisfied
Praise and gratuities Complaints and discounts
Guests return Guests switched to other hotels
Good word of mouth Negative word of mouth
Employees are satisfied Employees are unhappy
Employees are retained Employees leave
 BASIC DUTIES IN HOUSEKEEPING
Three Major Functions of Housekeeping:
a. Cleaning→free of dirt,marks,or mess especially by washing,wiping, or
brushing etc.
b. Maintenance→actions performed to keep some machine or system
functioning or in service.
c. Aesthetic Upkeep → refers to the effort taken to beautify the property.
 Guest Rooms
Cleaning guest rooms involves

the following: Bed linen is changed
daily, the furniture dusted, ashtrays
emptied, and the carpet vacuumed.
The bathroom sink, toilet, tub, and
floor are scrubbed. Clean towels are
put in place. Daily supplies of the
guests must always be replaced such
as matches, soap, tissues and
shampoos. The rooms must always
be kept in good repair.
 Public Rooms
Cleaning public rooms is almost a 24-
hour job in a large hotel. Of course, the
lobby must be kept spotless for that all-
important first impression on the guests.
Public restrooms need to be spot-cleaned
throughout the day and into the night until
all restaurants have closed and meetings
have adjourned.
 Outside Grounds
The outside grounds of a
hotel might be the responsibility
of housekeeping, another
separate department within the
hotel, or an outside contractor.
Keeping the shrubbery, grass,and
flowerbeds in trim condition is a
big job. At resorts with pools and
tennis courts, recreation
departments will usually handle
this cleaning and maintenance.
 QUALITY SERVICE
Quality is the consistent delivery of products and services according to
expected standards and service is the process of helping guests by addressing
their wants and needs with respect and dignity in a timely manner. Therefore,
we can define quality services as "dealing wih clients and customers in a
respectful and helpful way.”
Quality service means creating a memorable experience for every guest,
understanding and anticipating each guest's wants and needs, meeting and
exceeding everyguest's expectations and helping associates fulfill our guest's
wishes.Although we can define qualty service as easy as that, quality service
in reality is actually quite challenging.
 Why is Quality Service challenging?
Simply because:
a. Every situation we face is different.
b. Every guest is different.
c. Employees have no control over what attitudes, needs, expectation and
experience any one guest may bring to the situation.
“Delivering quality service is not part of our job, it is our job. If it weren't for
guests, we would not have a job in the hospitality industry.”
 What is then the solution to overcome these challenges?
The best way to overcome the challenges of quality service is in the
hands of the employees. The staffs must be able to develop proper
discipline and attitude especially in interpersonal communication. Attitude
is defined as the way one person communicate a mood to others. Because
employees do not have control over the needs, expectation, experience and
at the same the attitude of the customers, they must be able to interact with
ease to any kind of people- good or bad, in a way that is still respectable
and is not harmful to the image of the business involved.
Some practices that could help employees in this occupation is to make eye
contact to guests while talking to them, always greet them with a warm and
sincere smile and approach each and every guest with welcomes. Seek out guest
contact, exceed guest expectation, display appropriate body language at all time,
provide immediate service recovery, anticipate guest needs whenever possible,
make them feel comfortable with you, show them that you care about them and
thanks each and every guest. Always bid them with a pleasant farewell.
 IMPORTANCE OF HOUSEKEEPING
Housekeeping is very important in the hospitality industry because it establishes
the hotel's reputation for cleanliness and quality. It is vital to have a strong
housekeeping department in the hotel industry for the guests' health, safety and
comfort. The standard plays an important role in the reputation of the hotels.
Reducing waste and reducing the environmental impact of the hotel industry can be
done through housekeeping. The guest satisfaction is its primary object and the
hygiene factor must always be present in the hotel. Thus, these are the reasons why
guest will return to a hotel: cleanliness and appearance, good service, facilities,
convenience or its locations, price/reasonable rates, quiet and private.
KEY TERMS
1. Tum down service: This is a service normally carried out around 6:00 PM when a room
attendant or evening house cleaner enters an occupied room.
2. Out of order (OOO): The room cannot be assigned to the guest for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning.
3. Double Locked (DL): The room has been locked so that the guest cannot re-enter until a
hotel official clear he/she.
4. Checked out(CO): The guest has settled his or her account,resumed the room keys and
left the hotel.
5. Occupied (OCC): A guest is currently registered to the room.
6.Complimentary (COMP): The room is occupied but the guest is assessed no charge for its
use.
7.Stay over (SO): The guest is not checking-out today and will remain at least one more
night
8. Vacant dirty (VC): The guest has departed but the room has not yet been cleaned and readied
for resale.
9.Did not checkout (DNCO): The guest arranged to settle his or her account but has left without
informing the front office.
10. Do not disturb (DND): The guest has requested not to be disturbed.
11.Vacant Clean Inspected (VCI):The room has been cleaned and inspected and is ready for an
arriving guest.
12.Blocked (BLO): Reserved for a guest who is expected to arrive within the day.
13.No show (NS): Room is reserved but not used for reservation has been canceled.
14.Make up room (MUR): An occupied guestroom, which needs to be cleaned,including beds to
be made.
THANK YOU FOR
LISTENING EVERYONE!!!
REPORTERS:
BEA J. DIGDIGAN BSHM CSO 3 B
JERICO FLAGA BSHM CSO 3 B
JAN FLOYD VITO
SELWYN CIPE
KEEN BIEN

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CHAPTER 2:

The impact of the housekeeping function on the success of a hotel's operations

Efficiently managed housekeeping departments ensure the cleanliness,

Good Housekeeping Bad Housekeeping

Guests feel comfortable Guests feel uncomfortable

Cleaning guest rooms involves

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