FINAL REPORT SUPERVISORY SKILLS IN HOUSE KEEPING DEPARTMENT housekeeping term and guestroom cleaning procedures

VIET NAM GENERAL CONFEDERATION OF LABOR
TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT

SUPERVISORY SKILLS IN HOUSE KEEPING
DEPARTMENT

Student: Nguyễn Thị Thanh Trúc
MSSV: 717H0658
Class: 1707051
Group: 13

Ho Chi Minh city, July 2020

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Table of Contents
1 Housekeeping term and guestroom cleaning procedures ..........................................

4

1.1

Houskeeping term explain .................................................................................. 4

1.2

Housekeeping cleaning procedures .................................................................... 8

2 General duties of housekeeping department supervisor ............................................

9

2.1 Summary content ................................................................................................. 9
2.1.1 Relationship with other departments in the hotel ............................................... 9
2.1.2 Business connections outside the hotel ............................................................ 11
2.1.3 Good management and warehouse arrangement .............................................. 11
2.2
Practical exercise ............................................................................................... 12
2.2.1 Exercise 1 ......................................................................................................... 12
2.2.2 Excersie 2 ......................................................................................................... 14
2.2.3 Practical 3 ......................................................................................................... 19
3 Monitor the living room area ....................................................................................

20

3.1 Duties of Housekeeping supervisor .................................................................. 20
3.1.1 Duties of morning shift supervisor ................................................................... 22
3.1.2 Duties of the laundry area supervisor ............................................................... 22
3.1.3 Divide room for staff and check room ............................................................. 22
3.1.4 Lost & Found procedures ................................................................................. 24
3.1.5 Maintenance procedures ................................................................................... 24
3.1.6 Duties of the laundry area supervisor ............................................................... 25
4 Monitor the public area ............................................................................................. 26
4.1

Duties of public area supervisor ....................................................................... 26

4.2

Cleaning and maintenance of public toilet ...................................................... 26

4.3

Maintenance of common types of floors .......................................................... 27

4.4

Caring for ornamental plants and handling insects ....................................... 28

5 Monitor the laundry area .......................................................................................... 29
5.1

Duties of the laundry area supervisor .............................................................. 29

5.2

Fabric washing process ..................................................................................... 31

5.3

Solving guest’s clothes process ......................................................................... 33

6 Conclusion ................................................................................................................. 33

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LIST OF ABBREVIATIONS AND ACRONYMS
Order

Acronyms

Abbreviations

1

HK

Housekeeping

2

SUP

Supervisor

3

FO

Front Office

4

F&B

Food & Beverage

LIST OF FIGURES
Figure 2.1. ROSTER..............................................................................................................................13
Figure 3.1. Room status rotation.....................................................................................................23
Figure 5.1 Structure of laundry department...............................................................................30
Figure 5.2 Washing procedure.........................................................................................................31
Figure 5.3 Solving guest’s clothes procedure...........................................................................33
LIST OF DIAGRAMS
Diagram 3.1 Lost and Found Procedure......................................................................................24
Diagram 3.2 Maintenance Procedure...........................................................................................25
Diagram 3.3 Periodic cleaning of the Laundry area ..............................................................26

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1

Housekeeping term and guestroom cleaning procedures
1.1 Houskeeping term explain
HK term is an acronym for the condition of the room or the items in the HK
department, that make it easy for staff to use when reporting guest service
activities every day

•

Room Occupancy
The term Room Occupancy refers to how a hotel utilizes its available space. This is
done to ensure that hotels make the most use of all available space in their public areas. It
can also be used to decide whether or not more or less furniture should be installed

•

Make up room
One of the basic housekeeping services provided aside from cleaning and
preparing guest room before they arrive is the Makeup Room. room is renewed
thru a clean up – garbages are removed, sheets and towels are changed, beds
are fixed, bathrooms are sanitized, and amenities are replenished leaving your
stuffs tidied up on the spot where you left them.

•

Check in (C/I)
It usually entails guests entering the lobby, presenting themselves at the
reception counter, handing over identification and a credit card, and receiving a
key to a room and some instructions also

•

Check out ( C/O)
The guest has settled his or her account, returned the room keys and left the hotel

•

Vacant Dirty (VD)

Room is empty and not check out yet

•

Vacant Clean (VC)
Room is empty and clean

•

Vacant Ready (VR)
A guest room that is ready to be sold to a new guest

•

Occupied (OCC)
A room status term indicating that a guest is currently registered to the room.

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Occupied Dirty (OD)
Guest currently occupies the room, the night has passed, but room has not
yet been serviced by housekeeping

•

Occupied Clean (OC)
Guest currently occupies the room, and room has been serviced by
housekeeping.

•

Expected Arrival (EA)
Rooms which are due to arrive today

•

Expected Departure (ED)
List of guest who is expected to depart for the day/selected date. The list shows the
guest name, number of guests, room, room type, reservation details, billing details etc

•

Turndown Service
Turndown service refers to the preparation and refreshment of the room for
bedtime. This does not only refer to the fixing of beds but includes redying of the
entire room.

•

Lost and Found
Should guests lost any of their belongings, the housekeeping and security
staff would register the notification; and should the personnel or any person
found this belonging within the hotel, then the person would bring it to this
section in order to return to the owner

•

Refused service (R/S)
Guest refused to clean the room

•

Do not disturb (DND)
A do not disturb card is hung outside the room to inform hotel staff or
visitor that the occupant does not wish to be disturb

•

Occupied no baggage (ONB)
Guest has no baggage

•

Light Baggage
Guest has light or very less baggage

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•

Double Lock
An occupied room in which the deadbolt has been turn to prohibit entry

from the corridor. Only a grandmaster key or an emergency key can open it

•

Vacant Maintenance (VM)
A “VM” room has been taken out of inventory for some reason. This is the
code assigned to out – of – order rooms.

•

Out of order (OOO)
Rooms kept under out of order are not sellable and these rooms are deducted
from the hotel's inventory. A room may be out-of-order for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning etc.

•

Arrival list
List of guests who is expected to arrive for the day/selected date. The list
shows the guest name, number of guests, room, room type, reservation details,
requests etc. The arrival list provides information and will be distributed to
departments such as uniformed staff, housekeeping, security, F&B, and kitchen
to assist these departments in their planning for operational duties

•

Walk in guest
A walking guest is a guest who walks through the door seeking
accommodation for the night without having made a reservation

•

VIP
Individual who should receive special or elevated treatment based on their
role or relationship to an event

•

Sleep out (SLO)
A guest is registered to the room, but the bed has not been used

•

Out of town (OOT)
A simple way to let someone know that guests are going to be away for
more than one week

•

House use (HU)
Room is used by the hotel staff or someone staying from the management team

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•

Touch up

Rooms to be touched up rather than fully cleaned

•
•

Worksheet
Housekeeping trolley
The trolley is used to carry the cleaning accessories such as sprays,
cleaning scrub, water and bedsheets. It is largely used when the rooms are
cleaned and the bedsheets are changed. The entire room is cleaned and
sanitized for which all the materials are kept on the trolle

•

Long staying guest/room
Guests who are looking to stay for longer than seven to 14 days would be
considered extended stay guests, and their needs are different from those of
traditional leisure travelers

•

Connecting room/door
A hotel room that shares a wall with an adjoining room and is connected by
a private door

•

Room status
Information about current and future availability of guest rooms in a lodging
property. Current availability is determined through housekeeping data. Future

availability is determined through reservations data.

•
•
•
•

Extra person (EP)
Extra bed (EB)
Baby Cot (BC)
Day use (DU)
Rooms which are sold for a few hours and doesn't normally provide
overnight stay. Hotel rooms for day-use have the same check-in and check-out
date because day-use guests will only stay in their hotel room during the day

•

Late C/O
The guest has requested and is being allowed to check out later than the
normal/standard departure time of the hotel

•

Handicapped guest/room

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An accessible room is a room that is easy for disabled people to enter and
leave. These facilities are provided in the accessible rooms: Accessible toilets
with plenty of space for easy transfers, proper bed height, roll-in showers,
accessible parking spaces close to the entrance, accessible room close to the
elevator or on first floor, proper counter height, accessible exercise areas
1.2 Housekeeping cleaning procedures
Step 1: Enter the room
Step 2: Turn off the lights – open the windows
Step 3: Remove rubbish – check lost and found – electrical equipment
Pick up any trash left in the room. Be sure to look in unexpected places
where trash may be lurking such as inside drawers, around the bed frame, in
corners, on windowsills and even behind dressers. Check if the guest forget
their asset when they check out, and check the electrical eqiupment
Step 4: Make the bed
Be sure to smooth out every part of the bed starting with the mattress pad.
Replace everything from the pillows to the sheets to the bedspread so your
guests can have a clean and pleasant experience.
Step 5: Dusting
Dust all surfaces, starting from the top and working your way down towards
the floor. Don’t forget to dust any hard-to-reach or easy to miss areas, like light
fittings, head boards, under the bed, or the top of wardrobes and cupboards
Step 6: Fill amenities
Make sure all other items provided by the hotel are replaced. This includes
personal care products through to tea/coffee facilities, laundry bags, do not disturb
signs, notebooks and guest guides. Always make sure fresh glassware and mugs
are used and that any clocks are set to the correct time with the alarm off

Step 7: To vacuum
Always vacuum last and once finished in the room vacuum out the door. As you
vacuum check the carpet for any damage or stains. Remove any spots from food, drink

Step 8: Bathroom cleaning
The bathroom is an absolutely critical space to keep spotless. You want to clean
and disinfect every part of the bathroom from the toilet to the tub/shower to the sink.

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Also, be sure other details are taken care of including replacing the linens,
bathmats, and robes along with cleaning the hairdryer if needed – even the lint trap.
This is time for you to be as detail oriented as possible because a bathroom that
appears to be dirty will automatically leave a negative impression on a guest.

Check for any evidence of a previous guest, including hair, watermarks,
fingerprints, traces of products, smudges on the mirror, even drip marks the
outside the trash can, etc
Step 9: Close windows and perform one last check
Once you’ve completed all the steps listed above, you want to take one
final walk around the room to double-check everything is in place and meets the
standards of your hotel
Step 10: Close the door and record report
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2.

•

General duties of housekeeping department supervisor
1 Summary content

2.1.1 Relationship with other departments in the hotel
Relationship between HK and FO department
The relationship between housekeeping and the front desk should be quite close.
After housekeeping has finished preparing the room, the front desk sells it. It will be difficult
for a front office to sell a room unless and until a close relationship is maintained, as the
housekeeping department cleans and shapes the room after the guest departs, and the
front office reports the number of rooms vacated to the housekeeping department so that
the housekeeping department can clean and hand over the rooms.

•

Relationship between HK and Engineering department
The maintenance of the hotel or the goal of maintaining the furnishings in
functioning condition for the safety of the guests is one of the most essential
duties of the housekeeping department. As a result, appropriate coordination
with the engineering department is required. Which actually carries out the task
of fixing out of order furniture, replacement of all the all the electrical goods
repairing of all the plumbing items etc.

•

Relationship between HK and F&B department
Clean tablecloths, napkins, and other F/B items are continuously required at
restaurants, banquets, and other F&B establishments. The employees who operate in
certain locations must wear clean uniforms on a regular basis. The former because they
come into contact with guests, and the latter to maintain a high level of hygiene. All

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F/Boutlets require housekeeping to ensure that the outlet is clean before it
opens to the public.
•

Relationship between HK and Purchasing department
The purchase department procures out-stock items for housekeeping, such
as guest supplies and amenities, stationery, linen, cleaning materials and
equipment, and so on. Housekeeping should convey their requirement to
purchase by way of advance notice in the form of a purchase requisition.

•

Relationship between HK and Accounting department
Accounting department needs collaboration of housekeeping services for
signing invoices in a timely manner, personnel attendance schedules are
prepared timely for payment of wages to the personnel and preparing periodical
tables. In order to compare with front office reports, empty and full bed capacity
reports should be delivered by housekeeping services in a timely manner

•

Relationship between HK and Sales/marketing department
Supply of promotional brochures, rate cards, or other items such as pen
stand in the guest rooms. Collection of soiled uniforms from the S&M
department and provision of ready uniforms to the S&M staff daily.

•

Relationship between HK and Personnel HR department
Housekeeping coordinates with the personnel department for recruitments
of housekeeping staff, managing their salaries and wages, addressing
indiscipline, following through grievance procedures, issuing identity cards for
employee, running induction program, maintaining locker facilities, completing
income tax formalities, effecting transfers, promotions, appraisals, and exit
formalities, procuring trainees and organizing training sessions

•

Relationship between HK and Security department
The coordination here is mainly concerned with the prevention of fire and thefts and
the safekeeping of keys and lost property. There are so many security hazards on the floor
that this liaison is particularly important and housekeeper cooperates by endeavoring to see
that housekeeping staff are aware of the hazards. Housekeeping personnel should also
report anything of a suspicious nature immediately to the security staff. However, a guest
may take advantage of this privacy and may be engaged in certain illegal activities such as
gambling, smuggling and so on. Housekeeping personnel have to be alert to this risk and
seek the security department’s intervention if necessary

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•

•

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2.1.2 Business connections outside the hotel
Colleagues
Sharing experiences and useful information for HK department
activities Borrowing extra bed, tools, utensils, ...
Assist in washing clothes when the machine breaks down
Supplier
Supplying materials and goods used in HK department
Consulting on the quality of goods
Consulting price
Pest control Controlling pest in hotel

Emergency handling of insect pest situations arising in the hotel
Chemical supply
Supplying of goods in HK department
Consulting on chemical knowledge
Supporting to train ways to use chemicals according to standards
Laundry service
Provide laundry service for HK department and hotel guests
Cleaning service
Cleaning the outside glass periodically
Providing public cleaning services for the hotel
Maintaining of all types of floors in the hotel need
2.1.3 Good management and warehouse arrangement

Because the goods in the warehouse of the Housekeeping department are
quite a lot, each hotel needs to have a arrange principle that all employees must
follow to take stock of the goods in the warehouse and order goods in time.
When science advances, today hotels manage goods in warehouses
entirely by software, but they should make a warehouse diagram to keep in the
HK room or stick it on the door, its will help supervisors locate the goods they
need to find, need to arrange according to the principle of first-in, first-out (FIFO)
for Minibars, food, and drinks. Next, it is necessary to write the code of the
goods, the name of the goods, and the date of import and export for easy
reporting. The shelves in the warehouse also need to be marked, so that not
only supervisors but all employees who need to find goods can easily find them.
There should be signs indicating the location of goods, types of goods, and goods
must be arranged scientifically and neatly. Commodity in the warehouse must be arranged
according to the principle of light goods on top and heavy goods below, be careful with
fragile items such as glass and porcelain. And for fabrics that need to be preserved more
carefully, they must not be placed close to the wall and must be at least

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30cm from the ground, as well as avoid leaving the fabric where there is direct
sunlight, which will easily cause the fabric to be damaged.
For cleaning chemicals, which will be stored separately, they should be noted in
Vietnamese so that everyone can easily recognize them. In each warehouse, there
must be a manual on using chemicals showing the ratio of mixing chemicals. More
important in the arrangement of the warehouse is to meet fire protection standards.

2.2 Practical exercise

2.2.1 Exercise 1
Rex hotel has 286 rooms with 84% capacity
•

Staff
The number of employees needed to service guest room area with an
average occupancy 84% is:

286 × 84%
14

= 17*staffs

The number of working days of an employees in a year is:
365 − 252 + 12 + (10 × 3)7 = 271 *days
HBST is:
365

271

= 1.34

So, the number of employees needed to service guest room area every day is:
1.34* × 17 + 4 ì 1.34 = 28*staffs
ã

Supervisor
The number of Supervisor needed is:
286* × 84% = 3.432*
70

The number of Supervisor needed to service guest room area every day is:
1.34* × 3.432 + 1.34 = 6*SUP

ã

Clerk
2ì1.34=3

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ROSTER 50% Fulltime: 14 50% Parttime: 14

Figure 2.1. ROSTER

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±

2.2.2 Excersie 2

Calculate the number of Bedsheet and Duvet cover needed to purchase

•

Minimum

Type
of
room

Total
Room
the
rate
number
of
rooms

The
number
of beds

The
number
of bed
sheet
in each
bed

The
minimum
standard

coefficient

The
minimum
number
of bed
sheets
and
duvet in
each type
of room

Total the
minimum
number of
bed sheets
and duvet
cover

Twin

286

35%

200

1

2.5

500

500 + 143=
643

Triple

286

5%

43

1

2.5

108

Queen 286

15%

43

1

2.5

108

King

286

25%

72

1

2.5

180

Queen 286
+ twin

20%

57 (T)

1

2.5

143

57 (Q)

1

2.5

143

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108 + 143=
251


•

Maximum
Type
of
room

Total
Room
the
rate
number
of
rooms

The
number
of beds

The
number
of bed
sheet in
each
bed

The
minimum
standard
coefficient

The
minimum
number
of
bed
sheets
and duvet
in
each
type
of
room

Total

the
minimum
number
of
bed
sheets
and
duvet
cover

Twin

286

35%

200

1

3.5

700

700
900

+ 200=

Triple

286

5%

43

1

3.5

151

Queen 286

15%

43

1

3.5

151

151
351

+ 200=

King

286

25%

72

1

3.5

252

Queen 286
+ twin

20%

57 (T)

1

3.5

200

57 (Q)

1

3.5

200

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±
•

Calculate the number of Bath towel and Bath mat needed to purchase
Bath towel

Type of room

Rooms

Room
rate

The
number of
rooms
according
toroom
rate

The
number
of bath
towel in
each
room

The
standard
coefficient

The
number
of bath
towel
each type
of room

Twin

286

35%

200

2

4.5

900

Triple

286

5%

43

3

4.5

581

Queen

286

15%

43

2

4.5

387

King

286

25%

72

2

4.5

648

Queen + twin

286

20%

57

3

4.5

770

TOTAL NUMBER OF BATH TOWELS TO PURCHASE

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3286


•

Bath mat
Type
room

of Rooms

Room
rate

The
number of
rooms
according
to room
rate

The
The
number
standard
of

bath coefficient
mat
in
each
room

The
number
of
bath
mat each
type
of
room

Twin

286

35%

200

1

4.5

900

Triple

286

5%

43

1

4.5

194

Queen

286

15%

43

1

4.5

194

King

286

25%

72

1

4.5

324

+ 286

20%

57

1

4.5

257

Queen
twin

TOTAL NUMBER OF BATH MAT TO PURCHASE

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1869


•

± Calculate the number of pillow and pillow case
Pillow
Type of
room

Rooms Room
rate

The
number
of rooms
according
to
room
rate

The
The
number standard
of
coefficient
pillows
in each

room

The
Extra
number pillow
of
pillows
each
type of
room

Total

Twin

286

35%

200

2

1.1

440

200

640

Triple

286

5%

43

3

1.1

142

43

185

Queen

286

15%

43

2

1.1

95

43

138

King

286

25%

72

2

1.1

324

72

396

Queen
+ twin

286

20%

57

3

1.1

158

57

215

TOTAL NUMBER OF PILLOWS TO PURCHASE

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1574


•

Pillow case
Type of
room

Rooms Room

rate

The
number
of rooms
according
to
room
rate

The
The
number standard
of
coefficient
pillows
in each
room

The
Extra
number pillow
of
pillows
each
type of
room

Total

Twin

286

35%

200

2

3.5

1400

200

1600

Triple

286

5%

43

3

3.5

452

43

495

Queen

286

15%

43

2

3.5

301

43

344

King

286

25%

72

2

3.5

504

72

576

Queen
+ twin

286

20%

57

3

3.5

599

57

656

TOTAL NUMBER OF PILLOWS TO PURCHASE

2.2.3 Practical 3
Soap (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Shampoo (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Bath gel (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Toothbrush (2 units)

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3671


Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Comb (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Cotton buds (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912

Sanitary bag (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Shower cap (2 units)
Minimum = 2*(286*80%) *60 = 27.456
Maximum = 27.456*2 = 54.912
Sewing kit (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
Nail file (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
Shoes polish (1 unit)
Minimum = 1*(286*80%) *60 = 13.728
Maximum = 13.728*2 = 27.456
3 Monitor the living room area
3.1 Duties of Housekeeping supervisor
±
•

Primary areas of responsibility
Provides satisfaction and comfort for guest lodging experience.

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