After you learn it, you are able to

tell the organization structure of a

housekeeping department;
Tell the functions of a housekeeping
department;
Tell each staffs job;
Deal with the contact with the guest, such as
clean room according to guest requirement,
supply items,
Figure 1-13
Housekeeping Department(I)
Housekeeping Department
The most vital department in a hotel;
Highest impact on guests;
Lowest wages paid;
Least respect received.

Housekeeping Org Chart
(Medium-sized Hotels)
Executive Housekeeper
Room
Attendants
Laundry Houseman
Supervisor/
Inspector
Public Areas
Housekeeping Org Chart
(Large-sized Hotels)
Executive Manager
Laundry Manager Floor Supervisor
Public Areas
Manager
Room
Attendants
Housemen
Turn-down
Service
Public Areas
Attendants
Floor attendant Laundry Dry Cleaning
P52 Housekeeping Department
What are chambermaids jobs?
What are housemans jobs?
What is laundry and valet service?
How to handle lost and found articles?
The housekeeping staff must coordinate its
activities closely with the front desk, why? Give
some examples.

Terms I

Linens: articles traditionally made of linens, but today more
often made of cotton sheets, pillowcases, towels and so forth.

Laundry and valet service: laundry service includes washing and
valet service includes dry cleaning and pressing.

Houseman: a hotel employee who does heavy housekeeping
chores especially in the public areas of the hotell.

PA: public areas, including the lobby, sidewalks, restaurants,
elevators, and public restrooms.
Terms II
Late check-out: a room in which a guest is being allowed to
check out later than the hotels standard check-out time.

Stay overs: a room in which the guest is scheduled to stay again.

Due-outs: a room from which a guest is expected to check out
on a given day who has not yet done so.

Housekeeping Personnel
Supervisors
Inspect guestrooms and public areas. Serve as the contact point
between the housekeeping department and the front desk.
Housekeepers
Responsible for the cleaning and maintenance of guest rooms.
Housemen
Transport linens and other supplies to housekeepers.
Laundry Room Personnel
Separate, wash, dry, fold, and distribute linens.
Public Area Attendants
Clean public areas such as hallways, lobby, restrooms, recreational
areas, and banquet reception areas.

The Housekeeping Manager's
responsibilities include
Supporting the Executive Housekeeper in overseeing
the day-to-day operation of the department,
Leading and developing Housekeeping associates,
Ensure consistent cleanliness in the rooms and public
area,
Provide assistance to any guest inquiries or requests.
Be energetic, self-motivated, and have a passion for
giving guests an exceptional experience.
advice to other young aspiring
executive housekeepers and
professionals:
set one goal at a time. If you set too many, youll get
discouraged. So set one and follow it through.
always ask questions.
listen. Its the most effective way to gain intelligence.
keep your eyes open to opportunities.
work hard.
defy adversity and negativity.
never set yourself above your coworkers.
remember that age is only a number.
always ask for additional responsibilites, when you
can handle it.
Homework
Each group makes up two dialogues
according to the topic. You decide the
specific situation.
1. A guest wants you to clean his room at
4:00p.m.
2. a guest calls to ask for a cell phone
charger.
Hand it in on Dec. 3.