(Tiểu luận) internship report in housekeeping department

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION

INTERNSHIP REPORT IN
HOUSEKEEPING DEPARTMENT
Supervisor name: Mr Pham Ngoc Bao Duy
Student name: Pham Thu Hien
Student ID: 720H0310
Class: 20H70501
Major: HOSPITALITY MANAGEMENT
Academic year: 2021-2022
Ho Chi Minh city, Aug 2021

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ACKNOWLEDGEMENT
With great pleasure, I would like to extend my sincere gratitude and thanks to Ton Duc
Thang University and Liberty Central Saigon Centre Hotel for the wholeheartedly supports
that they gave me.
A special thanks goes to Mr. Nguyen Quoc Loc, Mr. Pham Ngoc Bao Duy and other teachers
of Faculty of Business Administration in Ton Duc Thang University for helping me in
finding a place to working on my internship as well as assisting in the internship and writing
report process.
Next, I am grateful to the leadership of Liberty Central Saigon Centre for the internship

opportunity in Housekeeping Department to gain practical working experience in the
organization.
I would also like to extend special thanks to the entire staff for their full co-operation,
guidance and support during my internship. In this 3 months, they are not only my coworker but also friends, sisters, brothers that always beside helping and encouraging me.
Lastly, I wish that everyone in Liberty Central Saigon Centre have lots of health and success
in your life. Hope to continue cooperation with all of you in the future,
Sincerely
Ho Chi Minh, 10/08/2022
Pham Thu Hien

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TABLE OF CONTENT
ACKNOWLEDGEMENT........................................................................................................................................................ 2
INTRODUCTION..................................................................................................................................................................... 4
CHAPTER 1: INTERNSHIP PLACEMENT PROFILE................................................................................................. 5
1.1

AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION....................................................5

1.1.1 About Que Huong Liberty Joint Stock Company.................................................................................5
1.1.2 About Liberty Central Saigon Centre....................................................................................................... 6
1.2

HISTORY AND DEVELOPMENT..................................................................................................................... 7

1.3

HOTEL AND OUTLETS DESCRIPTION........................................................................................................ 7

1.3.1 Hotel department description.................................................................................................................... 7
1.3.2 Products and Services in the internship outlet.................................................................................... 8
1.4

HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION...........................................12

CHAPTER 2. INTERNSHIP PROCEDURE................................................................................................................... 17
2.1

THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS..................................................................17

2.2

SCHEDULE & DUTIES..................................................................................................................................... 18

2.3

ADVANTAGES AND DISADVANTAGES...................................................................................................... 21

2.3.1 Advantages....................................................................................................................................................... 21
2.3.2 Disadvantages................................................................................................................................................ 22
2.4

LEARNING OUTCOMES.................................................................................................................................. 22

CHAPTER 3. RECOMMENDATIONS............................................................................................................................. 23
3.1

RECOMMENDATIONS TO THE HOTEL.................................................................................................... 23

3.2

RECOMMENDATIONS TO UNIVERSITY.................................................................................................. 23

CONCLUSION........................................................................................................................................................................ 24

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INTRODUCTION
After more than 2 years, the fight between human and Covid-19 finally go to the end. This
means, it is time for the hospitality department once again, enormously break out. And being a
hospitality learner that affected by Covid-19, I finally have a chance to continue my study, which
had been disturb for a pretty long time.
To complete university studies, I decided to take an internship last one and a half months in the
Housekeeping department in Liberty Central Saigon Centre, in order to understand and get to
know more about customer service, skills that need in this fields. This will allow me to be

prepared for the upcoming corporate challenges by experiencing real time working environment.
The internship start from 1st June to 18th July, where I have a chance to work as a housekeeper
and learn about the hotel organization and operation. In this 6 weeks, I have known to do a room
make up throughout include making the bed, making the bathroom and do laundry works.
Based on those experience, I present the following report with the purpose of showing the
outcome and learning that I gained during the internship.

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CHAPTER 1: INTERNSHIP PLACEMENT PROFILE
1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION
1.1.1 About Que Huong Liberty Joint Stock Company
-

Liberty Central Saigon Centre Hotel belongs to Que Huong Liberty Joint Stock
Company, which is one of the leading hospitality brands in Vietnam.

-

Address: 62-63 Ham Nghi, Nguyen Thai Binh, District 1, Ho Chi Minh City

-

Telephone: +84 6295 9234

-

Email:

-

Website: www.libertycorp.com.vn

-

Located in the heart of some of the most famous tourist cities in Vietnam, combining
modern facilities with international standards and the belief in always providing warm
service, Que Huong Liberty Joint Stock Company currently owns and manages 10
standard 3 to 5 – star hotels with a total cover 1500 rooms. This is addition to 3 wedding
and convention centers.

-

Intending to always improve product and service quality, and being professional and
thoughtful in every detail to achieve the satisfaction of customers, Que Huong Liberty
Joint Stock Company constantly strives to re-affirm its position as a reputable brand in
the hospitality industry and retain the trust of customers.
 VISION: To become a leading hospitality in Vietnam
 MISSION:

+ Providing customers with memorable experiences
+ Bringing added values to the Company’s Shareholders
+ Building a cooperative working environment and development opportunities for

Employees


CORE VALUES:
+ Quality: We constantly strive to improve the quality of each product or service.
+ Professional: We are competence, politeness in serving customers.
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+ Thoughtful: We care about every detail and listen to understand our customers' needs
+ Satisfied: Customer satisfaction is a measure of our service quality.
- Branches:

Figure 1.1 All branches under Que Huong Join Stock Company

1.1.2 About Liberty Central Saigon Centre

Figure 1.2 Liberty Central Saigon Centre Logo
- Address: 179 Le Thanh Ton Street, Ben Thanh Ward, District 1, Ho Chi Minh City
- Telephone: +84 28 3823 9269
- Email:
- Liberty Central Saigon Centre, located on the well-known Le Thanh Ton street, has a
fantastic location in the heart of the city since it is only a block away from Ben Thanh
Market. In this location, surrounded by the exclusive district's shops, art and entertainment

destinations, also allows both leisure and business guests to easily get to many touristic
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attractions and commercial buildings in the center, such as Takashimaya shopping mall,
Nguyen Hue Pedestrian Street, Temple Goddess Mariamma, Independence Palace, and
others.
- Taking residence in the middle of Central District, Ho Chi Minh City’s most vibrant
neighborhood, with 140 rooms and suites, Liberty Central Saigon Centre features the
ultimate in comfort and makes an ideal base from which to experience the city. To
accommodate both business and leisure travelers, the hotel offers a wide range of different
facilities and services including: a modern Fitness Lounge viewing out to the hotel’s rooftop
infinity swimming pool, meeting venues and diverse dining outlets à la carte and the spa
With an ultimate goal to provide a home-away-from-home for our guests, coupled with our
experienced and dedicated team, Liberty Central Saigon Centre is preferred by many guests
for our exceptional services and attention to details.

1.2 HISTORY AND DEVELOPMENT
 History
-

Liberty Central Saigon Centre was found in 02/2010, which was the very first hotel that
owned and managed by Que Huong Liberty Joint Stock Company. With 12 floor and 1
basement classically designed, Liberty Central Saigon Centre was listed as one of the top

4-stars hotel in Ho Chi Minh city.

-

At first, Liberty Central Saigon Centre was named as Que Huong 6 by Que Huong
Liberty Joint Stock Company after being purchased. The location was still not changed,
177-179 Le Thanh Ton Street, District 1, Ho Chi Minh City.

-

Until 04/2008, Que Huong 6 hotel stopped working and went under construction to
expand on the 4-blocks that was purchased in 2007.

-

After the successfully reconstruction, the hotel continued working under a new name,
Liberty Central Saigon Centre.

 Achievement
- “ Certificate of Excellence 2016” by TripAdvisor in 2016
- “Loved by Guest” award given by “Loved by Guest” Hotels.com in 2020
- TripAdvisor’s Traveler’ Choice Award in 2020

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1.3 HOTEL AND OUTLETS DESCRIPTION
1.3.1 Hotel department description
- Front Office: The front office is the customer-facing division in a hotel. Customer service,
sales, and industry specialists who provide advisory services, for example, are all considered
as part of a firm's front office activities. The functions of the front office generally generate
the majority of revenue for a firm.
- Housekeeping: An operational department at a hotel that is responsible for the cleaning,
maintenance, and aesthetic upkeep of rooms, public spaces, back areas, and the surroundings.
- F&B: The F&B department is often the largest in a hotel and is responsible for the purchase
of materials and goods, as well as their storage, retrieval, processing, and serving. Serving
can take place as part of room service, at hotel bars and restaurants, and in banquet and
meeting spaces.
- Human Resources: The human resource department of a hotel is responsible for
anticipating, acquiring, selecting, and developing the hotel's current and future staff needs. It
also encompasses the employment evaluation, recruiting, selection, and orientation
procedures.
- Sales & Marketing: The Marketing and Sales team is in charge of increasing a hotel's
income by establishing revenue-boosting strategies and business plans. Profits from business
verticals like as hotel occupancy, event spaces, recreational facilities, restaurants, and so on
are expected to be generated by the team.
- Finance-Accounting: The finance department of a hotel is in charge of tracking the costs of
running the hotel and ensuring that the income is profitable. It's unavoidable that the finance
department has numerous tasks that are just financial and have nothing to do with hospitality.
- Engineering: The hotel engineering department is in charge of all hotel maintenance
concerns. They are in charge of monitoring utility use, ensuring that everything is up to code
and in compliance with rules, designing a maintenance program, and maintaining correct
records of all regular and preventative maintenance.
- Security: Throughout, the delicate balance of ensuring security while not interfering with

the enjoyment of the guest's stay was maintained. Security personnel will patrol the lobby,
public areas, and guest room levels, as well as monitor hotel security cameras.

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1.3.2 Products and Services in the internship outlet
Within 20 minutes to the airport, in the heart of the city, Liberty Central Saigon Centre is one
of the best choice for both vacation and work. Bringing to the guests is 140 gorgeous rooms
including various facilities like 24/7 room service, bar, coffee, restaurant that serving both
Asia and Europe food-style. There is also others amazing feature as pool, steam room, gym,
spa & massage. All of these things make Liberty Central Saigon Centre becomes one of the
most favourite hotel in Saigon.
 Accommodation
Liberty Central Saigon Centre contained 140 rooms with different aspects such as room size,
view side, layout and furniture. Brief description of each room type is listed below.

- Deluxe Room: Unwind in these sophisticated Deluxe Rooms of ours which feature comfort
and convenience at an affordable price. This room type is not spacious enough for an extra
bed, but the cool & calming tones of our signature beds would provide a tranquil and
relaxing stay.
- Premier Deluxe Room: Available with either a king-size bed or twin beds, Premier Deluxe
rooms feature a wealth of modern amenities and thoughtful touch to make guests’ stay
memorable. Most of these rooms also provide guests with the privilege of observing the

lively Saigon right from the windows.
- Executive Deluxe Room: Designed with a comprehensive set of features and amenities that
creates an inviting ambience, our Executive Deluxe rooms would make an ideal
accommodation for both leisure and business travelers who are staying in Ho Chi Minh City
for a little bit longer. Primarily located on the 8th floor and above, guests staying in
Executive Deluxe rooms are offered exclusive access to our Executive Lounge and a range of
additional benefits & services.
- Signature Deluxe Room: As the name suggests, our rooms deliver ultra-comfort with a
delightful view. The main highlight of this room type is their spacious bathroom with bathtub
and rain shower that are fabulous for either a quick fresh-up or some lovely, long bubbling.
Designed for guests to have a home away from home, Signature Deluxe rooms also provide
exclusive access to our Executive Lounge and a range of additional benefits & services.
- Liberty Central Suite Room: Designed with sleek, contemporary furnishing that would
allow guests to unwind in their own private, spacious space after a long day of business
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engagements or exploring the city. Available with a super king-size bed and a separate living
room, our suites are the iconic symbol of privileged comfort and convenience being
combined perfectly. To help guests make the most out of their stay, Liberty Central Suites
provide guests with exlcusive access to our Executive Lounge and a range of additional
benefits & services.
 Dining
- The Bistro:

Location: Ground floor
Opening hours: 7:30 – 24:00
Unwind in The Bistro, where signature drinks go hand-in-hand with plentiful menus and
quick bites, brings to you mixed feeling between modern and convinient.
- Central Restaurant:
Location: 1st floor
Opening hours: 6:00 – 22:00
Discover a heightened dining experience at our Central Restaurant with a delightful
fusion of Asian and Western specialties. Our high-quality breakfast buffet and all-day
dining menu offers are passionately prepared from locally sourced and sustainable
ingredients by our experienced Chefs.
- Libra Dining Room
Location: 1st floor
Opening hours: 10:00 – 22:00
Lounge in a cozy concept, Libra Room offers everything to make a private dining
experience memorable. Accommodating up to 30 guests, coupled with mouth-watering
food menus that would satisfy even the most selective palates, any type of event will be
taken care from start to finish.
 Meeting & Events:
- Apollo
Location: Mezzanine floor
Elevate any meeting or event from ordinary to exhilarating. Spacious and flexible in
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setting, Apollo is perfect for any type of event up to 150 guests. All the while, our
dedicated team will help to create an atmosphere that will amplify your event purpose
and engage your attendees.
- Venus Boardroom
Location: 11th floor
Designed with a private, professional ambience, our Venus boardroom makes a suitable
venue with stunning city views to conduct business meetings and discussions of 10
guests. With an ultimate goal to provide outstanding services, our team try their best to
accompany every special request that guests may have.
 Other Services:
- Executive Lounge
Location: 11th floor
Opening hours: 6:00 – 22:00
Exclusively dedicated for guests staying in Executive rooms, Signature Rooms and
Liberty Central Suites, our Executive Lounge is available to all discerning leisure and
corporate business travelers who require a superior level of personalized services and
additional benefits such as late check-out at 14:00 pm with one day advance notice
(subject to availability), complimentary use of Venus meeting room for 2 hours per day
(subject to availability) and complimentary laundry services – maximum 3 items/ guest/
day. Accompanied by fabulous city views, Executive Lounge makes a perfect place to
enjoy afternoon tea (15:00 – 17:30) and evening cocktails (18:30– 20:30). Additionally,
guests can also indulge in their privilege of enjoying complimentary dishes from our allday special food menu.
- Fitness Lounge
Location: Rooftop
Opening hours: 6:30 – 21:30
Energize at Fitness Lounge with qualified equipment and facilities to provide an
exhilarating workout.
- The Spa
Location: 12th floor

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Opening hours: 9:00 – 24:00
Restore balance to your body, mind and spirit by pampering yourself at The Spa - a
tranquil space offering a rejuvenating experience to both in-house and walk-in guests.
Guests can choose any option from our extensive selection of body massage treatments
and foot reflexology to release stress behind.
- Swimming Pool
Location: Rooftop
Opening hours: 6:30 – 21:30
In a city known for all-year warm weather and sunshine, outdoor swimming pool with
stunning city view is an ideal place to soak up in the sun and refresh with a dip in the
pool. Guests also get the privilege of ordering drinks and snacks right at the pool to
enhance relaxation time.
1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION
-

The hierachy chart presented in the figure below shows the organisational structure of the
Liberty Central Saigon Centre

General
Manager
Assistant

General
Manager

Front
Office

Housekee
ping

F&B

Receptio
nist

Room
Attendant

Restauran
t

Concierge

Public
Area

Bistro

Laundry

Banquet

Business
Center

Kitchen

Chef

Personal Assistant To
General Manager

FinanceAccounting

Accountant

Human
Resources

Business
Staff

Security

Security
Man

Maintena
nce

Maintenance

Man

Cashier
Reservation
Staff Human
Resources

Health
Club
(Gym,
Spa, Pool)

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Figure 1.4.1 Organization Chart of Liberty Central Saigon Centre Hotel
- General Manager: The hotel General Manager is ultimately accountable for the functioning of
the hotel. The competence of a GM to make choices and take action will thus have a significant
influence on the operational and strategic success of his or her hotel. However, GMs may not
always have the independence to make these essential decisions since the hotel's owner and/or
hotel management firm may limit this through their own decision-making interventions.
- Assistant General Manager: The assistant general manager assists the general manager in
ensuring that day-to-day business operations run smoothly. The assistant manager responsible for
creating weekly schedules, order merchandise, and assist the general manager with training,

recruiting, promotions and planning.
 Assistant General Manager Responsibilities:


Cooperating with the general manager, and assisting with anything from project planning
to staff management.



Nurturing positive working relationships with staff.



Delegating daily tasks.



Addressing any issues in a timely fashion.



Supervising staff and controlling merchandise.



Ensuring company policies and procedures are followed.



Setting a good example for staff.

- Personal Assistant to General Manager: This role is in charge of providing high-level
secretarial and administrative assistance to the General Manager, as well as completing tasks and
requests as directed. The Personal Assistant works with little supervision and skillfully handles
private topics.
Manage the General Manager’s diary to co-ordinate meetings/appointments, and to ensure
smooth running of such meetings
 Personal Assistant to General Manager responsibility


Screen/handle telephone calls, appointments, mails and emails and take action
accordingly



Take meeting



Coordinate and communicate with various departments and all levels of staff on matters
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directed by the General Manager



Prepare and manage correspondences with internal and external parties for General
Manager’s signature



Attend to requests from divisional, corporate or owners offices and facilitate it
accordingly



Ensure approval forms are prepared for the General Manager for signature and approval
of the Vice President, Operations, e.g. leave application forms, travel approval forms,
expense claims reports, etc.



Maintain systematic up-to-date filing and tracing systems



Maintain and update ‘Manager-On-Duty’ schedule



Maintain confidentiality of sensitive matters/issues

- Front Office:
Reservation, registration, room and rate assignment, guest services, room status, maintenance

and settlement of the guest account, and the compilation of visitor history records are all
traditional Front Office responsibilities.
The Front Office creates and maintains a comprehensive guest information database, arranges
guest services, and assures visitor satisfaction. Personal in various departments of the Front
Office Department perform these duties.
The front desk is also regarded as the hotel's public face. It is the hotel's nerve center and the
initial point of contact for guests. All front-office operations and spaces are aimed toward
assisting guests with transactions and services.
- Housekeeping:
The hotel's housekeeping crew oversees the cleanliness, upkeep, and aesthetic appeal of all
rooms and public areas. The housekeeping service not only turnarounds (prepares and cleans
guestrooms) on time, but also cleans and maintains everything in the hotel so that it remains as
fresh and appealing as the day it first opened its doors for business.
The effort made by housekeeping to provide a pleasant room for a visitor has a direct impact on
the guest's experience in a hotel. When compared to other hotel departments, the housekeeping
department employs the most people.
Housekeeping's major communications are with the front desk/reception personnel, since they
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are responsible for the prompt turnover of the rooms. The status of each room is notified on a
regular basis from housekeeping to the front desk and vice versa. A room status update may now
be performed via modern technologies such as hotel software, telephone systems, housekeeping
mobile applications, and so on.

- F&B: Food and beverage serving and related workers are the front line of customer service in
restaurants, cafeterias, and other food service establishments. Depending on the establishment,
they take customers’ food and drink orders and serve food and beverages.
 Most work as part of a team, helping coworkers to improve workflow and customer
service. The job titles of food and beverage serving and related workers vary with where
they work and what they do.


Workers in food and beverage service and associated industries often perform the
following:



Greet customers and respond to their inquiries regarding menu items and offers.



Take customer orders for food or beverages.



Customers' orders should be relayed to other kitchen personnel.



Prepare orders for food and beverages such as sandwiches, salads, and coffee.



Accept payments as well as balance receipts.



Customers might be served food and drinks at a counter, a stand, or in a hotel room.



Clean assigned work areas, dining tables, or serving counters



Replenish and stock service stations, cabinets, and tables



Set tables or prepare food trays for new customers

-Finance - Accounting: Hotel accounting is seen as a godsend for improved decision making,
bringing good fortune to hoteliers when managed properly.
Aside from that, it entails summarizing, reporting, and assessing the hotel's financial condition
for a certain time, which aids in budgeting, forecasting, and future cost planning.
In general, a Certified Public Accountant (CPA), accountant, or bookkeeper handles accounting
processes and prepares financial statements such as the Balance Sheet, Profit & Loss (Income),
and Cash Flow, among others.
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And these are the most important components for communicating a hotel's or group of hotels'
financial information.
Hotel accounting also include reconciling bank accounts, simplifying payables and receivables,
assessing departmental spending, and preparing reports.
- Human Resources:
Human resource planning is a strategy for acquiring, utilizing, improving, and preserving an
organization's human resources.
Human resource management is the process of assisting employees in acquiring competences
and abilities that will assure their usefulness to the company in both current and future
organizational situations.
Any organization's human resource department performs duties such as job analysis, recruiting,
selection, orientation, and training.
The department also confronts other obstacles, such as requiring employees to work excessive
hours, obtaining competent personnel, and so on. The method of retaining and motivating
personnel.
- Security:
Hotels are part of the hospitality sector, and delivering excellent customer service is critical. The
guest experience is crucial to a hotel's image, and investing in effective security services is
critical to making visitors feel comfortable and protected. It also shields owners from the
expenses and losses that may result from illegal conduct like as theft.
The total protection of the hotel's facility and grounds, as well as its guests, staff, visitors, and
day users, is included in hotel security. Some of the most critical issues of hotel security that
properly trained personnel can address are listed below.
-Maintenance:
Getting ahead of maintenance needs assures that you won't waste time on unexpected appliance
replacements. When an appliance fails unexpectedly, your engineer must act fast to keep the
visitor satisfied. When the remedy requires the replacement of an appliance, your team takes

extra time obtaining expenditure permission and documenting the fix, or lack thereof. And the
guest is charged as well.
Regular maintenance and reviewing appliance metrics ahead of time helps you to notice any
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faults promptly and address them before the guest comes! Furthermore, having a preventative
maintenance plan in place allows you to do a comprehensive inventory of your hotel inventory
and record anything that is missing or in need of repair.

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CHAPTER 2. INTERNSHIP PROCEDURE
2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS

Executive
Housekeeper

Assistant
Housekeeper
Floor
Supervisor

Public Area
Supervisor

Room
Attendant

Laundry
Manager
Secretary

Linen/Uniform
Attendant

Florist

Public Area
Attendant
-

Laundry
Supervisor

Laundry
Attendant

Executive Manager :

An executive housekeeper coordinates the inspection of allocated areas to ensure that
standards are fulfilled. An executive housekeeper handles several goals and demands while
still being able to solve problems, support workers, and execute housekeeping activities as
needed.
Supervises all housekeeping personnel, employs new employees as required, fires employees
as needed, and takes disciplinary action when regulations are broken. Employees are
evaluated in order to be promoted when positions become available.
Plans the work for the cleaning staff and assigns tasks as needed. Assigns regular and unique
tasks to the housekeeping personnel. Employees are scheduled and extra days off are
assigned based on occupancy estimates. Maintains a time logbook for all department
personnel.
- Assistant Housekeeper: The actions of the room attendant, house attendant, public area
cleaners, and floor supervisors are supervised and coordinated by the Assistant Executive
Housekeeper. He or she aids in the management and direction of all Housekeeping and
laundry duties on a daily basis.
- Floor Supervisor: The role of Floor Supervisor is an entry-level managerial post. A Floor
Supervisor is responsible for the overall operation of the shop and aids Store Management
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with creating sales potential, hiring and developing personnel, maintaining store appearance,

controlling expenditures and shortages, and regulating expenses and shortages.
- Room Attendant: A room attendant is a member of a hotel's cleaning service crew. Their
responsibilities include cleaning and sterilizing rooms, corridors, stairwells, and public
spaces. They sanitize bathrooms, clean furniture, wash windows, vacuum flooring, change
bed sheets, and replace towels.
- Public Area Supervisor: Region Supervisors are responsible for ensuring that business
activities in their given area function smoothly. An Area Supervisor's typical responsibilities
include discussing requirements with customers, hiring and training workers, updating
records, resolving customer complaints, and doing other activities as assigned by directors.
- Florist: The major role of a Florist / Floral Designer is to produce new flower décor and
lead floral installation for the hotel lobby, guest rooms, restaurants, spa, and other public
areas.
- Public Area Attendant: A Public Area Attendant in charge of keeping all lobbies and public
area facilities such as lobby restrooms, telephone area, business center, and the front desk,
and portico, lobby lounge in neat and clean conditions and also spreads even to washing
windows to cleaning floors and carpets.
- Secretary: The Housekeeping secretary offers full secretarial assistance to the executive
housekeeper and supervises the functioning of the housekeeping office to ensure that all
activities are carried out and finished in compliance with the rules, procedures, and
standards.
- Laundry Supervisor: Laundry supervisors at hotels guarantee that bed linens are washed
and changed on a regular basis. Laundry supervisors are frequently entry-level positions for
those with managerial expertise. One of the most essential responsibilities of a supervisor is
to supervise the activities and performance of other employees.
- Laundry Attendant: A laundry attendant cleans and dries dirty clothing or linens. As a
laundry worker, you will collect soiled linens or clothes, sort laundry by color and fabric
type, execute stain treatments, and operate laundry machines to wash and dry goods.
- Linen/ Uniform Attendant: Linen and uniforms are placed in containers for shipment to the
laundry. Sorts the objects and counts and records the amount of filthy items. Examines
laundered things for cleanliness and use. Sends ripped items to the seamstress for repair.

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2.2 SCHEDULE & DUTIES
With the aim of completing all the task perfectly, serving the guests in the best way and
making sure that everything achieve the standard, all housekeeping employee need to follow
the required process in each shift.
 Morning shift: From 8 AM to 16 PM
 Afternoon Shift: From 14 PM to 22 PM
 Starting the work day:
All staff must clean up themselves, wear uniforms and appear with a perfect grooming.
Then the employees will receive their room key, bantry key and worksheet which
including the room condition under their responsibility that day. Depend on the day, each
employee will deal with approximately from 10 to 15 rooms.
Then, before working, there is a brief meeting between all the workers. They will listen to
be updated and disseminated information by the Floor Supervisor. Special information of
the day such as booking rooms, number of check-in rooms, VIP living room so that staff
can prepare welcome flowers, rooms for honeymoon, rooms with extra beds and other
special information. Employees can also share their ideas and debate them with
management during this period to ensure that their task is accomplished as efficiently as
possible.
 Preparing before working:
At the beginning of each workday, the hotel housekeeper will refill their trolley with

fresh bath towels, hand towels, mat, washcloths, fitted sheets, flat sheets, pillow cases
and any other linen required in each room. They will also need to prepare their cleaning
tools caddy, vacuum cleaner and amanities that need to be put in guests room.

 Checking room condition
Depending on room condition, the order of priority will be decided. Suggesting order is
request Make Up Room - Booking Room – In House Room – Vacant Dirty Room. This
order might be changed if unexpected situation happen such as lack of workforce, huge
amount of none-resident.

 Cleaning the room
- Step 1: Entering the room
Checking room number and room condition. Checking the present of DND( Do not
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