Guide To Hotel Housekeeping
By Alex Buenafe
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About this ebook
Guide to Hotel Housekeeping is a manual for housekeeping attendants in the lodging industry. The guides provides an overview of a lodging operation, the housekeeping department and responsibilities of room attendants. The procedures for various cleaning tasks follow North American practice and standards that can be easily adapted to various types of lodging operations. It is a useful tool to train new housekeeping employees.
The manual has been updated to consider the impact of the pandemic on the hotel industry with recommendations from the World Health Organization and Center for Disease Control.
Alex Buenafe
Consultant & Hospitality Educator. Based in Toronto, Ontario, Canada. 17 years in the hotel industry in Canada. Since 2002, mainly involved in training facilitation and as lecturer in post secondary institutions in Toronto. International experience include visiting lecturer in Beijing for a private college, and consulting assignments in Eastern Europe, Latin America and Philippines. Certified Hospitality Educator with the Educational Institute of the American Hotel and Lodging Association, Bachelor's degree in Business Administration and Arts, Professional Studies in Hotel Management.
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- Rating: 3 out of 5 stars3/5Housekeeping books need to also show the cleaning technique, not just the procedures
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Book preview
Guide To Hotel Housekeeping - Alex Buenafe
Guide To Hotel Housekeeping
Manual for Room Attendants
By Alex Buenafe
2nd Edition, 2022 by Alex Buenafe
Smashwords Edition
This e-book is for your personal use only and may not be resold or given away to other people. If you wish to share this book with others, please purchase an additional copy for each recipient. If you are reading this book but did not purchase it or this e-book was not purchased for your use only, please return to your favourite e-book retailer and purchase your own copy. Thank you for respecting the work of the author.
Table of Contents
Foreword
1
Hotel Overview
Classification of Hotels
Service as a Product
Guest Cycle
2
Housekeeping Organization
Operations
Support
Role of Housekeeping
3
Room Attendant Responsibilities
Attendant’s Task List
Guest Contact
Guest Complaints
Privacy & Discretion
Product Knowledge
4
Attendant’s Daily Tasks
Pre-Shift Meeting
Attendant’s Cart
Linen Room
Cleaning Process
End Shift
5
Guestroom Cleaning
Enter a Guestroom
Prepare for Cleaning
Make the Bed
Clean and Sanitize the Bathroom
Dust and Clean Surfaces
Restock Supplies and Amenities
Clean Floor
Perform Closing Tasks
Stayover Rooms
6
Health & Safety
Housekeeping Safety
Hazardous Materials
Fire Safety
Security
Sanitation & Hygiene
Key Terms
Resources
Author’s Notes
Foreword
Guide to Hotel Housekeeping is a manual for housekeeping attendants in the lodging industry. The guides gives the user an overview of a lodging operation, the housekeeping department, the responsibilities of room attendants with job breakdowns for various tasks. It serves as a useful resource for training new housekeeping employees as well as for students to complement their education in a hospitality program.
This manual has been updated to provide pointers on sanitation and hygiene as a result of the pandemic. Most hotels have put in place additional safety measures to curb and prevent the spread of highly infectious diseases to protect both guests and employees.
The key terms section at the back of the guide contains the most common and universally used words and expressions in hotel housekeeping. For quick reference, terms and expressions in the manual are linked to the key terms section.
The author acknowledges the input received working as adviser and consultant to the following hotels: Rondel Village Hotel, Negril, Jamaica; Hotel Victoria, Chelyabinsk, Russia; Graceland Resort, Tayabas, Philippines; Hotel Aurora, Krivoy Rog, Ukraine; Camino Real Hotel group in Bolivia; Tourism Network of Boyacá, Colombia and Camara Departamental Hoteleria de La Paz, Bolivia.
HOTEL OVERVIEW
The primary business of a hotel is to provide accommodation or lodging to travelers in return for payment. Travelers are transients who need a place to stay on a temporary basis not for residential purpose.
There are many types of hotels or lodging operations but one thing is common to all: they are in business is to provide travelers a place to sleep for the night. Many hotels from small to large also provide additional facilities to complement the guest’s hotel stay.
The facilities and services in a hotel may range from places to eat and drink such as restaurants, cafes, minibars or vending machine to providing guest laundry, in-room safe, movie on demand, foreign exchange or transportation. Some hotels may have recreation facilities such as swimming pool, spa, gym while some may have a business centre or meeting rooms.
CLASSIFICATION OF HOTELS
Hotels are generally classified into three categories: according to size, level of service and target markets. The sizes, level of service and target market have a major impact on the hotel’s operation.[1]
Size
Size refers to the number of rooms in a hotel or beds in a hostel. It can range from two rooms in a B&B to 2,000 rooms and suites in a convention hotel. In Housekeeping, size determines the number of employees the department needs,