The housekeeping department of a hotel is a unit that brings together the cleaning staff and organizes the cleaning operations. It is headed by the housekeeping manager, who supervises the hotel housekeeping staff and assigns duties based on standardized instructions.
The department manager is responsible for the entire housekeeping team, including the room attendants. This team ensures the smooth operation of all cleaning services throughout the hotel.
All staff members are assigned to the following main divisions:
In larger hotels, the housekeeping department may also include the following teams:
The Administrative Housekeeping Office includes managerial positions responsible for staff coordination, planning, and the overall organization of the hotel's housekeeping operations. All other employees report to this department.
The head of housekeeping may also be titled Executive Housekeeper, First Housekeeper, Housekeeping Manager, or Floor Manager. This professional oversees the entire housekeeping department, hires and trains staff, develops standard operating procedures (SOPs), and ensures that cleanliness standards are maintained throughout the property, including laundry and spa areas.
The Assistant Housekeeper assumes responsibilities in the absence of the Executive Housekeeper. This role assists with daily operations, oversees staff schedules, schedules deep cleanings, and ensures that all rooms and public areas meet quality expectations.
This unit is responsible for cleaning guest rooms and maintaining the cleanliness of the floors. The primary responsibility lies with the Room Attendants, who ensure that guest rooms remain spotless and welcoming.
The unit is usually headed by a Floor Supervisor, First Housekeeper or Floor Manager who manages and supervises the housekeeping team assigned to the guest floors.
Responsible for overseeing floor operations, inspecting guest room conditions, training staff, managing cleaning supplies, and ensuring linens and amenities are stocked. Acts as the communication link between the team and housekeeping or front office management.
Responsible for cleaning rooms and bathrooms, changing towels and linens, checking amenities, and maintaining the cleanliness and comfort of assigned guest rooms.
Cleans hallways, stairwells, elevators and other nearby public areas. Helps keep the guest environment clean.
Helps deliver fresh linen, restock closets, dispose of waste, and assist staff with logistics and room service coordination.
Typically found in upscale hotels, the Butler assists guests with unpacking, delivers laundry, attends to suite needs, and acts as a liaison with management to coordinate luxury services.
Prepares guest rooms for the night, including turning down beds, refreshing towels, and creating a comfortable atmosphere for rest.
This section includes up to ten different roles and may vary depending on the size of the hotel operation. The following positions are typically included:
Oversees all laundry operations including washing, drying, ironing and coordination with dry cleaners. Responsible for sorting and maintaining linen quality.
Inspects and dispatches linen for washing and ironing, tracks inventory movement, ensures cleanliness and repairs, and replaces items as needed.
Manages the storage and issue of linen, performs inventory checks, and manages incoming and outgoing laundry.
Transports dirty linen, distributes fresh linen to floors, and delivers guest items to and from laundry or dry cleaners.
Responsible for employee uniforms - cleaning, maintenance, distribution and procurement. Ensures garments are in good condition and manages uniform inventory.
Make repairs and alterations to uniforms, linens and drapes. Can also alter or repair guest garments upon request.
Performs ironing, light laundry, express repairs, room delivery, shoe shine and guest garment care.
Public areas in hotels also require ongoing cleaning and maintenance to ensure guest satisfaction.
Ensures cleanliness in lobbies, elevators, parking areas, spa areas, meeting and banquet rooms. Conducts regular inspections and inventories of public areas and cleaning schedules.
Maintains cleanliness in lobbies, guest bathrooms, reception areas and hotel entrances. Responsible for trash removal, carpet cleaning, furniture polishing, elevator vacuuming and exterior maintenance.
Performs general cleaning duties in public areas of the hotel, moves and arranges furniture for events, and assists with special cleaning projects as assigned under supervision.
If the hotel has a wellness or spa area, the housekeeping staff is also responsible for maintaining its cleanliness and standards.
This team member is responsible for the cleanliness and maintenance of all recreational and wellness areas. If there is a swimming pool, they ensure that it meets hygiene and safety standards in accordance with hotel policy.
Many hotels have indoor gardens or floral departments. These areas are maintained by a dedicated housekeeping team responsible for plant care and floral decorations.
They maintain conservatories, water plants, mulch soil, and trim shrubs. After blooming, they remove dead plants and foliage and prepare beds for replanting. They are also responsible for propagating, transplanting, and collecting seeds.
Florists are responsible for floral arrangements and decorations. They create fresh bouquets for guest rooms and public areas and ensure that flowers are kept fresh and aesthetically pleasing throughout the hotel.
