Housekeeping Overview

Front

What is housekeeping?

Back

Housekeeping refers to the upkeep and maintenance of cleanliness and order in lodging operations.

Front

What is the first and last impression of a customer in a hotel?

Back

Housekeeping is the customer's first and last impression.

Front

Name the types of housekeeping.

Back

1. Domestic 2. International

Front

What areas are included in guestroom maintenance?

Back

Guestrooms, hallways in guestroom areas, service station, linen room.

Front

What areas are included in public area maintenance?

Back

Lobby, corridors, function rooms, offices, ground and garden landscape, reception area, hallways, and other areas accessible to the public.

Front

What are the standards of good housekeeping?

Back

1. Cleanliness 2. Orderliness 3. Sanitation 4. Guests and clients’ comfort 5. Guest relations 6. Eye appeal 7. Safety 8. Material control and preventive maintenance.

Front

List advantages of good housekeeping.

Back

1. Customers feel comfortable 2. Customers are satisfied 3. Praise and gratuities 4. Customers return 5. Good word of mouth 6. Employees are satisfied 7. Employees are retained.

Front

List disadvantages of poor housekeeping.

Back

1. Customers feel uncomfortable 2. Customers are unsatisfied 3. Complaints and discounts 4. Customers switch to other hotels 5. Negative word of mouth 6. Employees are unhappy 7. Employees leave.

Front

What factors should be considered in staffing housekeeping?

Back

1. Size of operation and area to be cleaned 2. Quantity of rooms’ standard of the hotel 3. Amount of facilities in the hotel 4. Availability of skilled labor 5. Housekeeping labor budget.

Front

What are the personal attributes of housekeeping staff?

Back

1. Pleasant personality 2. Physically fit 3. Personal hygiene 4. Cooperation 5. Calm demeanor 6. Adaptability 7. Courtesy 8. Loyalty 9. Personal fitness 10. Salesmanship 11. Keen memory 12. Punctuality 13. Honesty 14. Tact and diplomacy 15. Eye for detail 16. Right attitude.