Housekeeping
?General Introduction of Guestrooms
?General Introduction of the Housekeeping
Department
?Standard Services in the Housekeeping
Department
I.General Introduction of Guestrooms
? different type/status/layout of guestrooms
Types of Guestrooms
?Single room
?Twin room---standard room
?Double room
?Suite
?i,junior suite ii,Deluxe suite
?Iii,Duplex suite iv,Presidential suite (one of the
two basic elements to be considered Luxurious
Hotels; )
Status of Guestrooms
? 1.occupied room住客房
? 2.Check-out room/ on-change room走客房
? 3.vacant or available for sale空房
? 4,out-of –order待修房
? 5,blocked room保留房
? ? Special Status of Guestrooms (for fear of skippers
or accidents)
? 1,sleep-out room 在外过夜房
? 2,occupied with light luggage携带少量行李的住客房
? 3,DND---Do Not Disturb请勿打扰房
? 4.double-locked room双锁房
General Layout of Guestrooms
?5 areas according to different functions:
?1,area for sleeping
?2.for washing
?3.for living
?4,for writing and making-up
?5.for storage
II,Housekeeping Department---back of
the house
?Important role of the Housekeeping
Department
?Organization/ personnel of the
Housekeeping Department
?Job Description in this department
Important role of the Housekeeping
Department
?Housekeeping Department is
responsible for cleaning guestrooms and
making them look tidy,well-equipped,and
comfortable,In a sense,it is possible to
say that a clean and attractive room is the
product that the accommodations industry
offers,This makes the housekeeping
department of primary importance in the
operation of any hotels.
Its importance can be shown from 3
aspects
?1,guestroom-renting is the main source of
income in hotels,(70-80%)
?2,the quality of housekeeping service
indicates that of the general service.
?3,Housekeeping department is the main
source of information for the hotel
management.
Organization/ personnel of the
Housekeeping Department
? 客房部经理 executive housekeeper --- 副经理 assistant
manager ---秘书 secretary----
? 楼层主管 floor supervisor ---floor captain ---chambermaid
? Or:服务中心主管 service center supervisor---service
center captain---chambermaid
? 公共区域主管 public area supervisor---captain---
houseman/woman
? 布衣房主管 Linen room supervisor---captain---attendant
? 洗衣房主管 Washing room supervisor— captain---
laundryman
Job descriptions:
?1.executive Housekeeper,in charge of
housekeeping in a large hotel.
?2,Supervisor,a head of housemaids and
chambermaids and roomkeepers.
?3,housemaids and chambermaids and
roomkeepers,who take care of the housework in
the guestroom,such as making or changing
beds,dusting furniture,sweeping or cleaning
floors and carpets,washing the bathroom,
replacing towels and wathcloths.
?4,Floor clerk,works at the public area of certain
floor,supplies information and answers
questions,and supplies the rooms with items
that are required by the guests.
?5,Linen room attendant,works at the laundry
and valet room.
?6,Houseman,does the heavy chores,esp,in
the public areas,such as washing window,
shampooing carpets,removing and cleaning
draperies,and many other tasks that might be
considered beyond the physical capacities of
women.
Main duties of this department
? A,provide Room Service:
? 1,bed-making service铺床
? 2,clean-up service房间的清扫
? ---dust furniture,sweep floor or carpets,wash bathrooms,replace
towels and washcloths,supply the rooms with necessary items,
report damage
? *3,pick-up service房间小整理
? *4.turn-down service开床服务
? turn-down service,~ refers to the nightly service provided in some
luxurious hotels,in which the bed covers are turned down to make
the bed look more inviting,
? Service 3 and 4 are available only in 3/4/5-star hotels.
B,Clean Public area:
C,Provide laundry and valet service
Laundry service---wash sheets,towels,tablecloths,etc.
Valet service---wash the uniforms of the hotel staff; provide quick and
efficient service to the guests who need clothes washed,cleaned,
pressed or mended.
D,provide lost-and-found service
Chambermaids turn over the lost articles to the housekeeping
manager,and the manager will store them until they are claimed or
disposed in some way.
*E,Provide baby-sitting service for the guests
Q,match the job with its performer:
? 1.sewing up a button for a guest’s shirt.
? 2,shampooing the carpets in the hotel’s
public area.
? 3,storing lost and found items.
? 4,trimming the trees in the lawns.
? 5,repairing the toilet tap.
? 6,emptying the ashtray or waste basket.
? 7,washing the windows.
? 8,placing matchbooks in a guest room.
? 9,repairing worn electric wire for a TV
set in a guestroom.
? 10,Inspecting the locks.
? 1.chambermaid
? 2,houseman
? 3,plumber
? 4,linen room attendant
? 5,security officer
? 6,grounds keeper
? 7,electrician
? 8,housekeeping manager
Case Analysis:
?Q1,Mr,Black arrived at Asia Hotel
yesterday and checked in,This morning
one of his friend came to visit him while
he was outside attending a meeting,The
friend wanted to wait for Mr Black in his
room.
A:
?1.If the guest is not in,no visitors should
be allowed to enter the guestroom unless
the guest has left a message to permit him
in.
Q2
?2,While you are on night shift,you found
one guest terribly drunk,As a floor
attendant,what should you do?
Q3:Correct the mistakes by the employee
in the use of language and performance.
?C,Chambermaid G,Guest
?C, (Knocks at the door.) Turn down service,
(goes straight in)
?G,We’ve got some friends here,Could you
come back in one hour?
?C,But it is nearly 11 O’clock,I’m going to have a
rest.
?G,I’m sorry,Please bring us a bottle of fresh
boiled water,We’d like to treat our guests with
some typical Chinese tea.
?C,No boiling water at the moment.
?G,Oh,just forget it,Can you do me a
favor to wake me up at 6 by knocking next
morning?
?C,I’m not on duty tomorrow morning.
?G,Oh,damn it.
?C,Be careful with your language.
?General Introduction of Guestrooms
?General Introduction of the Housekeeping
Department
?Standard Services in the Housekeeping
Department
I.General Introduction of Guestrooms
? different type/status/layout of guestrooms
Types of Guestrooms
?Single room
?Twin room---standard room
?Double room
?Suite
?i,junior suite ii,Deluxe suite
?Iii,Duplex suite iv,Presidential suite (one of the
two basic elements to be considered Luxurious
Hotels; )
Status of Guestrooms
? 1.occupied room住客房
? 2.Check-out room/ on-change room走客房
? 3.vacant or available for sale空房
? 4,out-of –order待修房
? 5,blocked room保留房
? ? Special Status of Guestrooms (for fear of skippers
or accidents)
? 1,sleep-out room 在外过夜房
? 2,occupied with light luggage携带少量行李的住客房
? 3,DND---Do Not Disturb请勿打扰房
? 4.double-locked room双锁房
General Layout of Guestrooms
?5 areas according to different functions:
?1,area for sleeping
?2.for washing
?3.for living
?4,for writing and making-up
?5.for storage
II,Housekeeping Department---back of
the house
?Important role of the Housekeeping
Department
?Organization/ personnel of the
Housekeeping Department
?Job Description in this department
Important role of the Housekeeping
Department
?Housekeeping Department is
responsible for cleaning guestrooms and
making them look tidy,well-equipped,and
comfortable,In a sense,it is possible to
say that a clean and attractive room is the
product that the accommodations industry
offers,This makes the housekeeping
department of primary importance in the
operation of any hotels.
Its importance can be shown from 3
aspects
?1,guestroom-renting is the main source of
income in hotels,(70-80%)
?2,the quality of housekeeping service
indicates that of the general service.
?3,Housekeeping department is the main
source of information for the hotel
management.
Organization/ personnel of the
Housekeeping Department
? 客房部经理 executive housekeeper --- 副经理 assistant
manager ---秘书 secretary----
? 楼层主管 floor supervisor ---floor captain ---chambermaid
? Or:服务中心主管 service center supervisor---service
center captain---chambermaid
? 公共区域主管 public area supervisor---captain---
houseman/woman
? 布衣房主管 Linen room supervisor---captain---attendant
? 洗衣房主管 Washing room supervisor— captain---
laundryman
Job descriptions:
?1.executive Housekeeper,in charge of
housekeeping in a large hotel.
?2,Supervisor,a head of housemaids and
chambermaids and roomkeepers.
?3,housemaids and chambermaids and
roomkeepers,who take care of the housework in
the guestroom,such as making or changing
beds,dusting furniture,sweeping or cleaning
floors and carpets,washing the bathroom,
replacing towels and wathcloths.
?4,Floor clerk,works at the public area of certain
floor,supplies information and answers
questions,and supplies the rooms with items
that are required by the guests.
?5,Linen room attendant,works at the laundry
and valet room.
?6,Houseman,does the heavy chores,esp,in
the public areas,such as washing window,
shampooing carpets,removing and cleaning
draperies,and many other tasks that might be
considered beyond the physical capacities of
women.
Main duties of this department
? A,provide Room Service:
? 1,bed-making service铺床
? 2,clean-up service房间的清扫
? ---dust furniture,sweep floor or carpets,wash bathrooms,replace
towels and washcloths,supply the rooms with necessary items,
report damage
? *3,pick-up service房间小整理
? *4.turn-down service开床服务
? turn-down service,~ refers to the nightly service provided in some
luxurious hotels,in which the bed covers are turned down to make
the bed look more inviting,
? Service 3 and 4 are available only in 3/4/5-star hotels.
B,Clean Public area:
C,Provide laundry and valet service
Laundry service---wash sheets,towels,tablecloths,etc.
Valet service---wash the uniforms of the hotel staff; provide quick and
efficient service to the guests who need clothes washed,cleaned,
pressed or mended.
D,provide lost-and-found service
Chambermaids turn over the lost articles to the housekeeping
manager,and the manager will store them until they are claimed or
disposed in some way.
*E,Provide baby-sitting service for the guests
Q,match the job with its performer:
? 1.sewing up a button for a guest’s shirt.
? 2,shampooing the carpets in the hotel’s
public area.
? 3,storing lost and found items.
? 4,trimming the trees in the lawns.
? 5,repairing the toilet tap.
? 6,emptying the ashtray or waste basket.
? 7,washing the windows.
? 8,placing matchbooks in a guest room.
? 9,repairing worn electric wire for a TV
set in a guestroom.
? 10,Inspecting the locks.
? 1.chambermaid
? 2,houseman
? 3,plumber
? 4,linen room attendant
? 5,security officer
? 6,grounds keeper
? 7,electrician
? 8,housekeeping manager
Case Analysis:
?Q1,Mr,Black arrived at Asia Hotel
yesterday and checked in,This morning
one of his friend came to visit him while
he was outside attending a meeting,The
friend wanted to wait for Mr Black in his
room.
A:
?1.If the guest is not in,no visitors should
be allowed to enter the guestroom unless
the guest has left a message to permit him
in.
Q2
?2,While you are on night shift,you found
one guest terribly drunk,As a floor
attendant,what should you do?
Q3:Correct the mistakes by the employee
in the use of language and performance.
?C,Chambermaid G,Guest
?C, (Knocks at the door.) Turn down service,
(goes straight in)
?G,We’ve got some friends here,Could you
come back in one hour?
?C,But it is nearly 11 O’clock,I’m going to have a
rest.
?G,I’m sorry,Please bring us a bottle of fresh
boiled water,We’d like to treat our guests with
some typical Chinese tea.
?C,No boiling water at the moment.
?G,Oh,just forget it,Can you do me a
favor to wake me up at 6 by knocking next
morning?
?C,I’m not on duty tomorrow morning.
?G,Oh,damn it.
?C,Be careful with your language.
