CHAPTER 1: HOUSEKEEPING ORGANIZATION

ABBREVIATIONS:
BLO-Blocked
CI-Check In
CO-Check Out
D-Double Bed
DL-Double Locked
DND-Do Not Disturb
FIT-Free Individual Traveler
FOC-Free of Charge
GI-Guest Inside
GO-Guest Outside
HU-House Use

K-King Bed
MUR-Make Up Room
NCI-Newly Check In
NS-No Show
NSD-No Service Done
NSP-No Signing Privilege
OCC-Occupied
OOO-Out of Order
OS-Out of Service
Q-Queen Bed
RAB-Roll Away Bed

S-Single Bed
SO-Sleep Out
SPATT-Special Attention
T-Twin Bed
TDS-Turn Down Service
VAC-Vacant
VC-Vacant Ready
VD/OC-Vacant Dirty/On
Charge

INDUSTRY TERMS
____________________________________________________________________________________A
Adjoining (adjacent) Rooms - rooms that are side-by-side.
Amenities - items placed in guest rooms, at no extra cost for convenience and comfort, e.g. shoe shine kit,
robe and hair dryer.
A.M. Report morning room status report to verify vacant rooms.

____________________________________________________________________________________B
Back-of-the-house areas of property to which only staff have access, e.g. laundry, kitchen.
Blocked Room(s)/reserved room(s) room or group of rooms reserved for a particular guest or group.

____________________________________________________________________________________C
Check-in time time at which guest rooms are available for occupancy.
Check-out room (vacant/dirty) room that needs cleaning after guest has checked out.
Check-out time time by which guest must leave the place in order to avoid additional charge for overstaying.
Complimentary (Comp/re-invite) room given to guest for free; free of charge.
Connecting Rooms two or more rooms with private connecting doors that allow access between rooms
without going into hallway.

____________________________________________________________________________________D
Day Rate rate charged for day room; usually half of regular rate.
Day Room room used for only part of the day.
Discrepancy room status recorded at front desk is different than room status recorded with housekeeping.
Do-Not-Disturb Policy policy relating to how issues are dealt with so that guests are not disturbed.
DND Do not disturb.
Double Bed a bed that can accommodate 2 individuals. It has a size of 54x75.
Double Locked Room is securely locked by the guest from the inside and that the room attendant was
unable to enter the room with the normal pass key.
Double Room a room with a double bed.

____________________________________________________________________________________E
Early Arrival guest who arrives before posted check-in time.
Early Check-out (early departure) guest who checks out before originally scheduled departure date or time.
Early Departure see early check-out.
Executive Suite suite especially fitted for business executives.

____________________________________________________________________________________F
Free of Charge see Complimentary.
Front of the House any area of property to which guests have access, e.g. lobby, restaurant.

___________________________________________________________________________________G
Gratuity token of appreciation received from guest for service.

____________________________________________________________________________________H
High Season time of year when tourist traffic is highest.
Hospitality Room room used for entertaining.

____________________________________________________________________________________J
Junior Suite a room with a seating parlour and a bed.

____________________________________________________________________________________K
King Bed a bed that has a size of 78x80 and can accommodate one person up to 1 small family.

____________________________________________________________________________________L
Late Check-Out (1) room that will be available for cleaning at later than usual time; (2) guest who checks out
after posted check-out time.
Linen Room (linen closet) locked room in which supplies required for cleaning rooms are stored; holds par
stock.
Long Stay person who stays in the property for long period of time.
Low Season time of year when tourist traffic is lowest.

___________________________________________________________________________________M
MOD manager-on-duty or duty manager.

____________________________________________________________________________________N
Night Lock security lock that can only be used from inside room; prevents access to room for cleaning.
No Service guest does not require that room be cleaned.
No Show reservation that has not been cancelled or used by guest.
Not-Slept In (slept out) room that is paid for and has luggage present, but has not been slept in.

___________________________________________________________________________________O
Occupied/Clean stay-over room that has been cleaned.
Occupied/Dirty stay-over room that needs cleaning.
Out-of-Order (out of service) Room room not available for guest because it needs maintenance or is being
renovated.

____________________________________________________________________________________P
Parlour (salon) living or sitting room that may be used as bedroom.
Parlour Room public washroom in property.
Par Stock standard amount of inventory that must be on hand to support daily housekeeping duties.
PM Report complete room status for all rooms.
Priority Room (rush room) room that needs to be cleaned by specific time.
Property- place for accommodation, such as hotel, motel, inn or resort.

____________________________________________________________________________________Q
Quadruple Room (quad) a room for four people fitted with twin beds and two roll-away beds.
Queen Bed a bed with a size of 60x80.

____________________________________________________________________________________R
Re-check (tidy up) room needing minimal cleaning.
Regular Rate (rack rate) posted rate charged for room.
Reserved room(s) see blocked rooms.
Room Status code or description showing occupancy and condition of room, e.g. occupied, vacant/dirty, outof-order.
Rush Room see priority room.

____________________________________________________________________________________S
Salon see parlor.
Show Room room set aside for sales or management to show to possible clients.
Single Bed a bed that has a size of 36x75, which can accommodate 1 person.
Single Room a room with a single bed.
Skip guest who leaves property without paying.
Sleep-out see not-slept-in.
Stay Over guest who stays for more than one night.
Suite large room with separate living and sleeping areas; named according to facilities included, e.g. junior,
executive, one-bedroom.

____________________________________________________________________________________T
Tidy-Up see re-check.
Tip - see gratuity.
Triple Room a room that can accommodate 3 persons.
Turn-Down Service special service provided in evening in occupied rooms, e.g. turning down or removing
bedspread.
Twin Bed a bed measuring 39x75 which contains two beds, each capable of sleeping one person.

____________________________________________________________________________________U
Unexpected Check-out guest who leaves before stated departure date.
Use Rate see day rate.

____________________________________________________________________________________V
Vacant/Clean (vacant room) room which is clean and ready to sell.
Vacant/Dirty see check out room.
Vacant room see vacant/clean.
Valet Parker one who is responsible in parking the vehicles of the guests.
VIP very important person.

INTRODUCTION TO HOTEL HOUSEKEEPING

Housekeeping
refers to the upkeep and maintenance of
cleanliness and order in a house or a lodging
establishment, be it an inn, hotel, apartel,
condominium, resort, dormitory or hospital.
Housekeeper
one who is responsible for administering
housekeeping maintenance and for insuring
that everything is in order and that all
occupants are made comfortable, safe, and
protected from disease-causing bacteria.
Types of Housekeeping
1. Domestic Housekeeping
refers to housekeeping maintenance in a
house. It covers bedrooms, kitchen, dining,
receiving area, grounds and the surrounding
areas within the house.
2. Institutional Housekeeping
applies to housekeeping maintenance in
commercial lodging establishments like hotels,
resorts, inns and apartels.
Institutional Housekeeping usually covers the
following areas:
Guest rooms
Hallway and corridors
Lobby
Public rooms and restaurants
Offices
Stairways
Windows
Stores, concessionaires shops
Grounds
Linen and laundry area
- It does not include the kitchen and the
dining areas since these are handled by the Food
and Beverage Department.
Scope of Housekeeping Maintenance
The responsibilities of the Housekeeping
Department include the following:
1. Guestrooms Maintenance
Maintaining cleanliness and orderliness
in the guestrooms.
Furnishing the rooms with necessary
amenities and supplies such as bed, linen,
appliances, etc.
Attending to service request of house
guest.
Keeping the area free of safety hazards.

2. Maintenance of Public Areas

Maintaining
the
cleanliness
and
orderliness in all public areas which
include lobby, corridors. Function rooms,
grounds, etc.
Maintaining
the
upkeep
of
the
surroundings of the building by keeping
it clean and free of liters.
Maintaining an attractive landscape to
enhance eye appeal.
Keeping the public area free of safety
hazards.
Undertaking minor repair like busted
bulbs, broken furniture, etc.
3. Maintenance of Linen/Laundry Services
Collecting and delivering laundry items
for house guests or in house occupants.
Washing, drying, and ironing guest
laundry as well as linens used in banquet
functions, food service and guestrooms.
Mending service.
4. Washing, Issuance, Repair and Inventory of
Employees uniforms.
5. Installation, Cleaning and Maintenance of
Fixtures and Facilities.
6. Provision of special services like baby sitting,
mending, polishing shoes, etc.

Distribution of Housekeeping
Responsibilities
Housekeeping tasks are distributed to
housekeeping personnel who are designated to
perform
the
following
functions
and
responsibilities.
I. Executive Housekeeper or Housekeeping
Manager
Basic Function: Responsible for maintaining a
smooth and efficient flow of operations in the
Housekeeping Department; sees to it that
housekeeping maintenance is carried out in
accordance with prescribed standards and
policies.
II. Rooms Maintenance Supervisor
Basic Function: Directs and controls rooms
keeping activities including room make up,
installation of mini bar and other room
amenities; ensures conformity to prescribed
rooms-keeping standards and policies.

Executive Housekeeper or
Housekeeping Manager
Roomskeeping Supervisor

Roomboy
Chambermaid

Housekeeping Organization
Organizational Chart of the Housekeeping
Department
(For large establishments)

Mini- Bar
Attendant
Public Area
Supervisor
Houseman
Utility/Maintenance
Pest Control Technician
Gardener/Grounds
Maintenance

Linen Attendant

Valet Runner

Laundry
Attendant

Steam
Presser/Ironer

Housekeeping Supervisor

Assistant Housekeeping Supervisor

Sample Organizational Chart

of the Housekeeping Section
(In smaller establishments)

Room Attendant or Roomboy

Houseman or Powder Girl

Linen and Laundry Attendant

Gardener and Grounds

Maintenance Crew

III. Head Houseman or Public Area Supervisor

Basic Function: Directs and controls all activities
concerning public area maintenance and ensures
conformity
to
prescribed
housekeeping
standards and policies.
IV. Roomboy,
Attendant

Chambermaid

or

Room

Basic Function: Attends to the maintenance and

upkeep of all guestrooms and service areas
assigned to him/her.
V. Mini Bar Runner/Attendant
Basic Function: Responsible for performing mini
bar installation, listing, replenishing, and
inventory taking, stoking, requisitioning, and
other related functions.
VI. Powder Girl
Basic Function: Responsible for the cleaning, care
and maintenance of ladies comfort rooms and
locker rooms.
VII. Gardener and Grounds Maintenance Crew
Basic Function: Responsible for Maintaining the
grounds including plants and landscape.
VIII. Pest Control Technician
Basic Function: Attends to the prevention and
control of pests through preventive and
corrective techniques.

Standards of Ideal Housekeeping

1. Cleanliness
All areas are immaculately clean, cornerto-corner, top to bottom, including
surfaces.
Closets, cabinets and storage areas are
also kept clean.
Furniture and fixtures are properly
dusted; doorknobs and metal fixtures are
polished with the right metal polishing
chemical.
Windows and glass panels are dusted and
polished
Floors are vacuumed, polished or
shampooed when necessary.
Grounds are free from liters and dirt.

2. Orderliness
Facilities and fixtures are properly
arranged and installed in appropriate
location.
Room amenities are properly installed in
appropriate location.
Linens are neatly folded.
Beds are made up properly, linen are
mitered and wrinkled free.
3. Sanitation
The whole area is free from all sources of
bacterial contamination such as undisposed garbage and leftover, stagnant
water, etc.
Wet garbage are properly underlined
with plastic, covered and disposed
regularly.
All items for personal use of guests which
come in contact with the body like linen,
cutleries, glasses, etc. are sanitized with
sanitizing detergents to protect guests
from possible bacterial contamination.
Glasses and water jug that are installed
in guestrooms are covered.
Area is protected from pest infestation,
regularly fumigated to eliminate pests.
4. Guests Comfort
Rooms are properly ventilated and
lighted.
Guests are not disturbed by noise and
other forms of distractions.
There are sufficient amenities for the
comfort of guests like linen, toiletries,
drinking glass, etc.
5. Eye Appeal
Ambiance is soothing to the eyes, not dim
or dull.
Suitable interior design with proper
blending of colors.
No eyesore can be found in guest-contact
areas.
Wall decors and TV sets are posted at eye
level.
6. Safety
The rooms, function rooms and public
areas are free from any safety hazards
like open electrical outlet, dangling
wires, damaged tiles, slippery floors,
broken chairs, etc.
Building is provided with all required
safety facilities like ventilated fire exits,
emergency
alarm,
fire
extinguishes/hoses, luminous safety
signs, etc.

 Safety instructions during emergencies

are available in all rooms.
The hotel is prepared for any emergency,
has a well organized safety or
emergency procedures and emergency
brigade.
All staff is trained on emergency
procedures, including the use of safety
equipment.
Trained roving guards are available to
check movements in guestrooms and to
insure the protection of the guests.
Safety measures are implemented to
protect guests from theft, accident,
injuries, etc.
7.
Materials
Control
and
Preventive
Maintenance
There is a designated budget for supplies
and materials.
Consumption of supplies is always
monitored and excessive consumption is
determined and reported.
Par stock requirements are always
maintained; regular requisitions are
made.
All tools and equipments are stored safely
in appropriate storage compartments
right after use.
Chemicals are diluted properly and used
sparingly.
Supplies and materials are consumed
within the limits of the budget.
All appliances and equipments are
regularly checked for any damaged and
maintained in safe, working condition to
avoid accidents.
Losses,
damages
and
equipment
breakdown are properly reported,
documented and accounted for, given
appropriate action.
There is regular inventory of supplies and
materials.
Effective control measures are designed
and enforced to prevent loses and
pilferages.
Regular cleaning and checkup of
equipment is undertaken
Staffs are trained on the proper use and
maintenance of equipment.
8. Guest Relations
Guests requests and concerns are given
prompt and proper attention.
Staff exhibit warm and pleasant
disposition in dealing with guests.
Tact and diplomacy is observed in dealing
with complaints and difficult situations.
Customer feedback is solicited to
determine guests satisfaction.

Customer feedback and concerns are

logged down and discussed for corrective
action during meeting.
Staff expresses warm appreciation and
gratitude for guest patronage.
Customer needs and concerns are
anticipated and attended to immediately.
Inquiries of guests are given accurate and
appropriate response.
Staff does out of their way to render extra
service to guests.
Guests with special problem like sick,
intoxicated ones, etc. are given necessary
assistance
and
support
by
the
Housekeeping staff.