7.1 Housekeeping department structure and responsibilities
5 min read•Last Updated on July 30, 2024
Housekeeping is the backbone of any hotel, ensuring guests enjoy clean, comfortable spaces. From the Executive Housekeeper to room attendants, each role plays a crucial part in maintaining high standards of cleanliness and guest satisfaction.
The department's structure and responsibilities are key to smooth operations. Clear communication between housekeeping and other departments, like front desk and maintenance, is essential for addressing guest needs and keeping the hotel running efficiently.
Housekeeping Department Roles
Executive Housekeeper and Assistant Housekeepers
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The Executive Housekeeper is the head of the housekeeping department responsible for overseeing all housekeeping operations, managing staff, and ensuring the highest standards of cleanliness and guest satisfaction
Assistant Housekeepers support the Executive Housekeeper in managing the department, supervising staff, and handling daily operations
They are responsible for implementing and maintaining the standards set by the Executive Housekeeper and ensuring smooth functioning of the department
Supervisory Roles
Floor Supervisors are responsible for overseeing the work of room attendants on assigned floors, ensuring quality standards are met, and addressing any issues that arise
They inspect guest rooms to ensure they meet the hotel's cleanliness and presentation standards
Floor Supervisors also handle guest complaints and requests related to housekeeping services on their assigned floors
They report to the Assistant Housekeepers or the Executive Housekeeper and serve as a link between the management and the room attendants
Attendant Roles
Room Attendants, also known as maids or housekeepers, are responsible for cleaning, tidying, and maintaining guest rooms and bathrooms according to hotel standards
They perform tasks such as making beds, changing linens, dusting, vacuuming, and restocking room amenities (toiletries, towels)
Public Area Attendants are responsible for cleaning and maintaining the cleanliness of public spaces (lobbies, hallways, restrooms, and other common areas)
They ensure these areas are clean, tidy, and well-maintained to create a welcoming environment for guests and visitors
Laundry Attendants are responsible for washing, drying, ironing, and folding linens, towels, and other hotel laundry items
They maintain the supply of clean linens and towels for guest rooms and public areas
Linen Room Attendants are responsible for managing the inventory of linens, towels, and other housekeeping supplies, ensuring adequate stock levels, and distributing items as needed
They work closely with Laundry Attendants to ensure a smooth flow of clean linens and supplies throughout the hotel
Housekeeping Hierarchy and Structure
Reporting Structure
The housekeeping department typically reports directly to the Rooms Division Manager or the Director of Operations, depending on the hotel's organizational structure
The Executive Housekeeper is the top position within the housekeeping department, overseeing all other roles and reporting to upper management
Assistant Housekeepers report directly to the Executive Housekeeper and help manage the department's daily operations and staff
Floor Supervisors report to the Assistant Housekeepers or the Executive Housekeeper and are responsible for overseeing the work of room attendants on their assigned floors
Attendant Reporting Lines
Room Attendants, Public Area Attendants, Laundry Attendants, and Linen Room Attendants report to their respective supervisors or the Assistant Housekeepers, depending on the hotel's structure
In some cases, these attendants may report directly to the Floor Supervisors who oversee their work areas
The reporting structure ensures clear communication, accountability, and efficient operation of the housekeeping department
It also allows for effective supervision, training, and performance management of the housekeeping staff
Responsibilities of Housekeeping
Maintaining Guest Rooms
Cleaning and sanitizing guest rooms, including making beds, changing linens, dusting, vacuuming, and cleaning bathrooms to ensure a comfortable and hygienic environment for guests
Restocking guest room supplies (toiletries, towels, linens, and minibar items) to ensure guests have all the necessary amenities
Performing deep cleaning and periodic maintenance tasks (shampooing carpets, washing windows, and cleaning upholstery) to maintain the hotel's overall appearance and cleanliness
Responding to guest requests and complaints related to housekeeping issues (additional towels or pillows) to ensure guest satisfaction and a positive experience
Maintaining Public Areas
Cleaning and maintaining public areas (lobbies, hallways, restrooms, and other common spaces) to ensure a welcoming and clean environment for guests and visitors
Performing regular cleaning tasks (sweeping, mopping, dusting, and polishing) to keep these areas tidy and presentable
Monitoring the condition of public areas and reporting any maintenance or repair needs to the appropriate department
Ensuring public restrooms are clean, well-stocked, and functioning properly
Laundry and Inventory Management
Handling laundry operations, including washing, drying, ironing, and folding linens, towels, and other hotel laundry items to ensure a constant supply of clean items for guest rooms and public areas
Managing inventory of housekeeping supplies (cleaning products, linens, and amenities) to ensure the department has adequate resources to maintain cleanliness standards
Monitoring stock levels, ordering supplies as needed, and ensuring proper storage and organization of inventory
Implementing cost-saving measures and minimizing waste to optimize the use of housekeeping resources
Communication in Housekeeping
Interdepartmental Coordination
Housekeeping must coordinate with the front desk to ensure timely cleaning of guest rooms based on check-ins, check-outs, and guest requests, allowing for efficient room turnover and guest satisfaction
Collaboration with the maintenance department is essential for reporting and addressing any repairs or maintenance issues found in guest rooms or public areas, ensuring a well-maintained and functional environment
Housekeeping should communicate with the sales and marketing department to understand occupancy forecasts and any special events or promotions that may impact housekeeping operations, allowing for proper staffing and resource allocation
Coordination with the food and beverage department is necessary for cleaning and maintaining dining areas, banquet halls, and meeting rooms, as well as for handling any special cleaning requests related to food service
Ensuring Hotel Safety and Staff Management
Housekeeping must work closely with the security department to report any suspicious activities or security concerns observed during cleaning operations, contributing to the overall safety and security of the hotel
Effective communication with the human resources department is crucial for managing housekeeping staff, addressing employee concerns, and ensuring proper training and development of team members
Regular meetings and open lines of communication between housekeeping and other departments help foster a cohesive and efficient working environment, ultimately leading to better guest experiences and satisfaction
Clear communication channels within the housekeeping department (between management, supervisors, and attendants) are essential for ensuring smooth operations, resolving issues, and maintaining high standards of cleanliness and service