Housekeeping is usually the largest department in a hotel.
The secret of effective housekeeping lies in the flawless execution of tasks, well-structured workflows and clear standards of communication with guests.
The composition of the housekeeping team may remain constant or change over time. Personnel management is the responsibility of the Executive Housekeeper or his/her deputy.
The housekeeping department in large or five-star hotels is usually headed by the Executive Housekeeper.
The organisational chart includes section heads for laundry, floors, public areas, night operations and more.
Team members may include room attendants, laundry workers, gardeners, seamstresses, florists, trainees, and apprentices.
High-end hotels may employ a butler who is responsible for VIP room service, assisting with guest luggage, garment care, and coordinating with housekeeping and front office staff.
The housekeeping department is the link between guests and hotel management. Service quality and overall guest satisfaction often depend on this department.
A well-organised housekeeping team encourages repeat visits and positive word-of-mouth recommendations.
Public area attendants are responsible for cleaning the hotel grounds, removing stains from furniture and carpets, rearranging furniture and responding to instructions from supervisors.
Following the Housekeeping Manager, room attendants are next in line within the cleaning hierarchy. They play a key role in guest satisfaction by ensuring room cleanliness and service quality. Learn more about housekeeper duties.
Room attendants receive their cleaning assignments daily and perform routine tasks such as room sanitation, bathroom cleaning and linen changes.
The Linen Supervisor, formerly called a housekeeper or "castellan", acts as a liaison between the room attendants and the laundry. They inspect, record, send and receive linen, and keep track of repairs and replacements.
Launderers, seamstresses and tailors are also part of the department, and are responsible for altering uniforms, repairing curtains and disposing of clothing.