Housekeeping Services and

Procedures
 A guest’s comfort and a longer stay are
among the top most priorities in the hotel
industry. A clean room as a part of the
guest’s experience contributes to repeat
business and referrals to other potential
clients.
While housekeeping regulations may
differ from one hotel to other, there are basic
rules and standards that hotels must meet.
The main of housekeeping is to offer a clean
and hygienic atmosphere for guests.
Housekeeping – Departmental Policy
Setup
Department Orientation:
1. On the first day all new staff is introduced to all the
Executive/Supervisors of Housekeeping.
2. They are shown the Housekeeping office, laundry and
uniform/linen room.
3. They are shown all other administrative offices and public
areas.
4. They are shown some of the rooms, pointing out fire
exits, pantries, and location of fire alarms and location of
services lifts.
5. All staff on their first day in Housekeeping is given a brief
tour of the areas that comes under Housekeeping.
Grooming and Hygiene of Staff
1. All employees have to present themselves in a neat
and tidy manner constant with the physical
environment they work in.
2. All employees should wear company uniform on
duty.
3. Shower daily.
4. Brush your teeth regularly.
5. Keep hair free of lice, dandruff.
6. Do not chew gum, tobacco.
7. Wash hands regularly.
8. Gargle after smoking and have a breath freshener.
Housekeeping – Entering Rooms and
Greeting guests
Entering Guestrooms:

1. Housekeeping attendant knocks the

guestroom door thrice.
2. Announce. “Housekeeping”
3. Wait for two minutes.
4. Open the door.
5. Announce yourself and enter the room.
Greeting Guest:
1. On seeing a guest, the staff greets the guest
depending on the time of the day along with a
smile.
2. Use the guest name when known.

Staff have to greet the guest with a smile depending

on the time of the day.
 00.00 – 11.59 “Good morning”
 12.00 – 17.59 “Good afternoon”
 18.00 – 23.59 “Good evening”
Answering Guest Queries:
1. Find out the exact details required by listening
carefully and noting it down.
2. Ask appropriate questions about requirements.
3. Confirm all the details back to the guest at the time
of enquiry to ensure correct information.
4. Give the required information. If it is a matter
which will take time, tell the guest-specified time in
which you are able to get back to him.
5. All guest queries have to be listened to attentively
and dealt with immediately in a smiling, courteous
manner.
6. Staff have to take personal responsibility for the
guest queries and get back to the guest within the
specified time.
 Housekeeping
and
Front Office Forms
 Front Office Department
Housekeeping Department:
Relationship

In order to become synch with the hotel

body, housekeeping personnel must have a
tight knit relationship. With a clear and crisp
connection between the two bodies, there can
be more productivity for the whole
establishment and a better environment.
 Housekeeping Department

The Housekeeping Department is one of

the busiest sections in the hotel as far as the
variety of functions performed, and number of
staff working. It is usually situated at the
laundry room or any other convenient place
close to Housekeeping Supplies.
 The Housekeeping Department is
Responsible for:

1. Neatness and cleanliness of all guest rooms

and most public areas.
2. Maintenance of recycled and non-recycled
cleaning inventories.

The Housekeeping Department is

headed by an Executive Housekeeper.
Handle Queries Through Telephone,
Fax Machine, Internet and E-mail

Some requests and queries by guests

in the housekeeping department can
come in different forms other than direct
verbal communication.
 Typically, clients use or contact center to
help answer queries from their costumers
like:

1. What is the status of my order?

2. What’s my tracking number?
3. Are you able to change my delivery
address?
4. How do I return my order?
5. Can I order more items?
Basic Telephone Etiquettes:

1. Phone should be answered within three

rings.
2. Smile even though you are on the
telephone.
3. Sit or stand straight.
4. Use a low voice pitch.
5. Match your speaking rate to the caller’s.
6. Avoid extremes in volume.