Housekeeping and its importance in the hospitality sector

 

Housekeeping is the backbone of the hospitality industry, responsible for maintaining clean and comfortable environments for guests.¹ In hotels, villas, and Airbnbs, housekeeping entails a wide range of tasks, from cleaning and tidying guest rooms to ensuring public areas are presentable.²

Housekeeping Requirements:

• Hotels: Strict adherence to brand standards, efficient turnaround times, and attention to detail are paramount.³
• Villas: A focus on personalized service, maintaining high-end amenities, and often providing additional services like laundry and grocery shopping.
• Airbnbs: Meeting guest expectations for cleanliness, providing essentials like toiletries and linens, and ensuring a welcoming atmosphere.⁴

Staffing Requirements:

The number of staff required depends on the size and type of property, occupancy rates, and the level of service offered.⁵ A well-functioning housekeeping department typically includes:

• Executive Housekeeper: Oversees all housekeeping operations.⁶
• Assistant Housekeepers: Assist the Executive Housekeeper and manage specific areas or shifts.⁷
• Room Attendants: Clean and tidy guest rooms.⁸
• Housemen: Handle heavier tasks like moving furniture and trash removal.⁹
• Laundry Staff: Clean and fold linens.¹⁰
• Public Area Cleaners: Maintain common areas like lobbies and corridors.¹¹

Knowledge and Skillsets for Managing Housekeeping Teams:

• Leadership and Communication: Effective communication with staff and other departments is crucial.
• Organizational and Time Management: Ability to prioritize tasks and meet deadlines.¹²
• Inventory Management: Keeping track of supplies and equipment.
• Budgeting and Cost Control: Managing labor costs and supply expenses.¹³
• Guest Service Orientation: Understanding guest expectations and ensuring their satisfaction.

Room Attendant and Houseman Responsibilities:

• Room Attendants:
  • Cleaning and tidying guest rooms¹⁴
  • Changing bed linens and towels¹⁵
  • Restocking amenities
  • Identifying and reporting maintenance issues
• Housemen:
  • Moving furniture and equipment
  • Emptying trash and recycling
  • Assisting with deep cleaning tasks
  • Maintaining cleanliness of back-of-house areas¹⁶

Interaction with Front-of-House Teams:

• Front Desk: Coordinating room assignments, communicating guest requests, and ensuring timely room turnovers.
• Concierge: Providing information about housekeeping services and assisting with guest requests.

Housekeeping and Maintenance Collaboration:

• Identifying and reporting maintenance issues: Housekeepers are often the first to notice problems like leaky faucets or broken fixtures.
• Coordinating repairs: Working with the maintenance department to schedule and carry out repairs.

Financial Reporting and Revenue Contribution:

• Cost Control: Housekeeping expenses are a significant part of a property's operating budget.
• Guest Satisfaction: Cleanliness and comfort directly impact guest satisfaction and repeat business.¹⁷
• Revenue Generation: A well-maintained property attracts more guests and can command higher room rates.

By effectively managing housekeeping operations, hospitality businesses can enhance the guest experience, improve operational efficiency, and ultimately increase revenue.18