Housekeeping. Hotel Management Hospitality Services. What a guest expects. Hotel must be clean, sanitary and presentable at all times, inside and out!
Hotel must be clean, sanitary and presentable at all times, inside and out!
Hotel reception area gives a guest their first impression, it must be clutter-free and fragrant-smelling; warm, airy and welcoming; dust-free and litter-free.
A hotelier must continually assess the state of readiness to accept guests, look at your property from a guest’s eyes to see if it looks appealing and inviting. Check the outside entry, public areas, & guest rooms!
Make sure the staff working in the hotel is aware of your standards for cleanliness and order.
The housekeeping staff “delivers the product” of the hotel!
Good sanitation and cleaning prevent the spread of diseases and infection.
Clean is the state of being free of dirt and bad odors
Sanitary is the state of being free from disease-causing pathogens or having a safe level of pathogens
Mildew grows on damp surfaces, such as shower curtains, damp sheets, bathroom fixtures, floors, window sills
Must use a chemical agent and/or heat to kill all germs and bacteria (pathogens)
Surfaces are sanitized by washing them with a sanitizing solution.
Telephones and television remotes must also be sanitized daily
Oversees the largest department of a hotel, perhaps up to 50% of employees are in the department
The logistics of servicing a large number of rooms with a large staff on a daily basis can be very challenging.
Guest surveys consistently rank Room Cleanliness as #1 Priority!
The second in command under the Executive Housekeeper, the duties include:
(longer time allotted for checkout rooms vs. stayovers)
Room Attendants “Turn A Room” when it is cleaned and ready for resale.
Enter the guest room
Clean the guest room
Provide the proper supplies
Limit guest access
Provide turndown service
Linens is the term used to identify all guest room items made of cloth, such as sheets, bedspread, comforter, towels, floor mats, bathrobes
Linens are washed and sanitized in-house in the Laundry.
Linens should be discarded & replaced when they are: stained, torn, normal wear and tear, improper use
Clean Linens are stored in a linen closet on each guest floor.
Dirty Linens are removed from the Room Attendants cart and taken to laundry by the floor supervisor
Evidence of bedbugs –
There is no direct compensation from Marriott for claims of bedbugs. Customer must file a complaint with Claims Dept.
Most properties supply:
Housekeepers must check
iPad Docking station/alarm clock
Since Room Attendants are in the guest rooms every day, they are responsible for noticing problems.
Room attendants check the rooms for damaged items or items that need repair.
Marriott employs 2 housekeepers to Blitz and two to Rooms Preventative Maintenance (RPM)
Room attendants must also report:
Question: A guest asks to be “let back into his room?”
Answer: redirect the guest to the Front Desk to obtain a new key. Hopefully the Front Desk employee will verify the identity of the guest before issuing the key!
OR Ask for the guest’s key and verify that it opens the room door before allowing guest to enter the room.
A Do Not Disturb sign (DND) placed on door handle prevents Room Attendants from entering the room. After 24 hours, a message is left on guest’s phone explaining the DND prevented Housekeeping. After 3 days (72 hrs.) TX Innkeepers’ Law allows staff entry into room.
These areas must be clean and sanitary as well:
hallways, lobby, restaurants, meeting rooms, banquet halls, lounges, Business Centers, business offices, and public restrooms
Lobby Attendants,House-staff, Public-Area Housekeeper or clean these areas by vacuuming, dusting, sanitizing hand-rails, cleaning all glass surfaces, etc.
Each student will create two room signs for guests to hang on their room door indicating
A template is provided; hotel logo, simple artwork and your name are required on both signs!