HOUSEKEEPING

MANAGEMENT
Course Title: Housekeeping Management
Course Code:21BBATT24
2022-232ND SEM
 Housekeeping Department in any hotel has the
largest workforce who is responsible for a variety
of tasks and activities to insure the excellent and
satisfying quality services to its guests.
Cleanliness, maintenance and safety are the key
elements of the housekeeping department which
the entire personnel are accountable to carry out.
Form room cleaning, laundry, making the beds,
dusting and hotel decoration are the major
operations the hotel department has to manage on
routine basis. We have already discussed the
organizational structure of the department along
with the duties and responsibilities of the
managerial as well as operational staff. In this
module the effective management of all the
housekeeping activities at various levels will be
focused one by one.
 Role of housekeeping in hospitality industry
Housekeeping is an operational department of the hotel. It is responsible for
cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and
surroundings.
Other than hotels, professional housekeeping service is very much in demand in
hospitals, cooperate buildings, airports, airlines, cruisers, banks shopping arcade. Since most
such organizations prefer to outsource these functions, contract housekeeping is becoming
a lucrative entrepreneurship venture these days.
A hotel survives on the sale of rooms, food, beverage, and other minor services like
laundry, health clubs, health spa, sightseeing, shopping arcades etc. The sale of rooms
constitutes a minimum of 50% of these sales.
Thus a major part of hotels margin of profit comes from room sales because a room
once made can be sold over and over again. However, the days when the room remains
unsold there is a total loss of revenue. To this extent, rooms are more perishable than food.
The housekeeping budget typically accounts for 20% of the properties total operating
expenditure. The largest element of operating cost in the housekeeping department is
labour. The effort that the housekeeping department makes in giving a guest a desirable
room has a direct bearing on the guest experience in the hotel.
 Objectives Of Housekeeping
Department
 Maintaining clean, safe, comfortable, fresh, and attractive
surrounding for the guest.
and inviting

  Keeping a room ready for the new arrival and contributing in the hotel’s
margin of profit by selling of rooms.
  Achieving the maximum possible efficiency in making sure the care and
comfort of the guest and providing maximum satisfaction by taking care of
his needs.
  Making sure of high standard of cleanliness and general upkeep of all
areas the guest rooms, public areas, front of the house, back of the house
etc. the department is responsible for.
  Providing linen in rooms, restaurant, conference hall, food and beverage
department, banquet halls where ever required in the premises of the
hotel.
  Coordinating renovation and refurnishing of the hotel property, maintain
the landscaped areas of the hotel areas as and when , in consultation with
the management and with interior designers,
  Providing uniforms to the hotel staff and maintaining inventory for linen
and uniforms.
 Catering to the laundry requirements of hotel linen, staff uniforms
and guest clothing.
  Taking care of the lost and found articles.
  Establishing a good working relationship with all other
departments of the hotel for better functioning of the hotel.
  Informing the upper management of all the matters which
require their attention.
  Coordinating with the purchase department for the procurement
of the guest supplies, cleaning agents, equipment, fabrics, carpet
and other items used in hotel.
  Ensuring proper training, control and supervision of all the
housekeeping staff ‘members.
  Ensuring courteous, timely and reliable services from the staff.
  Handling the issues related to the safety and security of the
guest, staff’s members, and hotel property.
  Contributing in saving cost of labour, cleaning materials,
equipments etc.
 AREAS OF RESPONSIBILITY
Every part in the hotel needs to be kept clean, tidy
and everything placed here should be in a
presentable and working condition there are the
few areas which require housekeeping:
 Rooms and Corridors: Bed, be making, carpets, door,
windows, wall paint, wall paper, fan air conditioners,
wiring, electrical switches.
 Toilets: Water closet, tap, sink, geyser, supply of
towels, toilet paper, soap, shampoo etc.
 Furniture and Furnishing: Furniture,, sofa, dining
table, chairs, table lamp, tube lights etc,
 Garden: Plant, trees, flowers, bushes, pots lawn
etc.
 Linen: Curtains, bed sheets, cushion cover pillow
covers, table covers, napkins etc.
 Public Areas: Stair case, corridors, conference
and seminar room, recreation room, clubs,
swimming pool, parking area, offices etc.
 Front of the House Areas: swimming pool,
parking area, club, food services.
 Back of the House Areas: Staff canteen, locker
rooms, laundry, linen room.
 Extra Room Complimentary and Supply: First
aid, hot water begs, iron, ice begs, hair dryer etc.
 Other Areas: Guest rooms, floors, uniform
rooms, florist etc.:
FUNCTIONS OF HOUSEKEEPING DEPARTMENT
Cleaning Rooms and Public Area:
Guestrooms play an important role in earning revenues as well
as in image building of the hotel. Guest always looks for comfort
and expects a certain standard of services and it is the job of
the Housekeeping department to make his stay comfortable and
make the ambiance pleasant. Floors, lobby, dining rooms,
uniform room, function room ,store room, bars, office, swimming
pool each and everything required to be well cleaned by the
staff.

Bed Making
A guest requires a comfortable bed to take rest, relax, sleep,
enjoy and a skilled personnel will make a wrinkle free bed within
minutes. Clean sheets, blankets, pillows, bottom sheet, night
sheet, second sheet, foot fold everything is considered by the
staff.
 Clothing and Linen Management
Linen includes all fabrics that are used in a hospitality industry.
Basically linen room is centralized and acts as a storage point and
distribution center for clean linen. Curtains, bed sheets, cushion
cover pillow covers; table covers, napkins are the example of
clothes and linen used in different hotels. Linen is the one of the
largest expenses of housekeeping department. Efficient linen and
laundry management ensures that large volumes of soiled linen
are washed and treated so as to look neat, smell fresh and feel
crisp and they are disbursed at the right time and to the right
place.
Laundry Services:
Another major function of housekeeping department is doing
proper cleaning and hygienic washing of all the linen items and
ensuring a continuous supply of linen to the different areas of the
hotel. A hotel may operate its laundry services through –
An in-house laundry is a laundry operating in the premises of
the hotel
A commercial laundry the hotel does not manage these
 Key Control:
Ensuring the proper management of the keys is the prime
responsibility of the housekeeping staff. It should be handled
effectively and safely before and after letting the room.
 Pest Control: Insects and the other small animal’s like
bedbugs, rat, mice, cockroaches that are harmful and or cause
damage; therefore, pest control is one of the primary tasks of
the department.
 Safety and Security: It is the prime duty of the Housekeeping
department to take care of the safety and protection of guests,
employees, the property, assets of hotel.
 The current trend today uses the term safety in discussing
matters such as disasters, fire preventions, fire protection
devices and conditions that provide for freedom from injury and
damage to property.
 There are the new terms, such as 10 protection and
safeguarding of assets, threat analysis, security surveys, and
risk analysis and risk management.
 Working in housekeeping involves physical activities and use of
 8) Interior Decoration: Along with the cleaning and
maintenance, the interior decoration is another key area
the housekeeping staffs need to take care of.
 The aim of interior decorations is to aesthetically
design and plan a room.
 It is an art of creating a pleasant atmosphere in the
living room with the addition of a complex of furnishing,
art and craft, appropriately combined to achieve
planned results.
 9) Room Maintenance: Good housekeeping
department is just as responsible for the hotel’s
maintenance as an engineering department.
 The housekeeping staff works in close liaison with
the engineering department.
 The damaged and broken items are regularly fixed
which ultimately results in proper functioning and
eliminate guest complaints.
 10) Refurbishment and
Redecoration: The staff has to do
complete renovation where all the soft
furnishings are changed and the
furniture too may be changed or redone.
 It is usually done once in a 3-5 years
floor wise while redecoration is done as
per requirements.
 11)Budgeting: The executive
housekeeper draws up the budget
keeping in consideration various factors
and presents the annual budget for the
forthcoming Budgeting Financial year.
 COORDINATION AND COOPERATION OF
HOUSEKEEPING DEPARTMENT
WITH OTHER DEPARTMENTS
 Coordination and cooperation of Housekeeping
Department with Other Departments is one of the main
functions it perform in order to provide the best services
to guest and making the environment A inviting one.
 Not only the guest satisfaction but also ensures that no
department functions in insulation, leading to more
effective functioning of the hotel.
 Each department relay on others for information and
other services.
 The Housekeeping Department cooperates with
the following departments of the hotel industry:
Front Office, Food & Beverage, Engineering &
Maintenance, Purchase & Receiving, Human
Resource and Personnel, Laundry etc.
 Housekeeping Department and Front Office
Department
 I. First of all the front office department inform the
housekeeping staff about the vacant room after the guest
check out for the cleaning and preparing the room for
resale.
 ii. Later the cleaned rooms are handed over to the Front
office by Housekeeping Department.
 iii. Major renovations are coordinated with the front office.
 iv. Front office informs housekeeping department about
any VIP guest arrivals.
 v. Special requests of the guests are referred to the
housekeeping staff in order to avoid complaints and to
cater the guest needs.
 vi. Front office department is informed regarding any items
that have been lost or found, so that the property can be
returned to the guest.
 Housekeeping Department and
Engineering and Maintenance
 I.
Department
The maintenance department takes care
of all repairs such as electrical, air
conditioning, plumbing, carpentry,
painting, polishing, masonry, fixtures. After
the repairs the room is cleared to
housekeeping for sale.
 II.Advice of maintenance department is
taken before purchasing any equipment.
 III.Both the departments work in close
coordination during major renovations and
refurbishment projects.
 Housekeeping Department and Food and
Beverage Department
i. Food and Beverage Department
coordinate with Housekeeping
Department for linen, uniform,
regular cleaning of restaurant,
banquet functioning, pest control,
and safekeeping of the
complimentary items.
ii. Room service trays are cleared
by housekeeping
Housekeeping Department and Purchase
and
Receiving
 i. The purchase Department
department procures items
for housekeeping such as guest supplies
kept in rooms, stationary, linen of various
types, detergents, etc.
 Housekeeping Department and Human
Resource and Personnel Department
i. The both department coordinate with each
other for recruitment of housekeeping staff,
salary administration, and grievance
procedure, identity cards for staff, induction,
transfers, and promotions abs exit
formalities.
Housekeeping Department and Sales and
marketing:
 a)The Sales and marketing department inform the
housekeeping of the occupancy forecast for the
entire year, which is broken up month wise which
helps housekeeping into budget for the necessary
expenses.
 b) Sales and marketing department bring the
guest to the hotel and the housekeeping
department ensures that the repeat business is
obtained by providing the level of cleanliness and
services that meets or exceeds the guest
expectations.
 c)Sales and marketing staff have to depend on
housekeeping for their uniforms.
 Housekeeping Department and
Laundry:
 a) Housekeeping needs to coordinate with
the laundry with regard to housekeeping
employees 'uniforms and those of other
departments as well.
 b) Laundry helps in enhancing the quality
of the housekeeping services.
 c) It has to supply the clean uniforms and
linen to housekeeping on time.
 d) Housekeeping has to ensure that clean
linen is issued to guest rooms, restaurant,
health clubs etc.
ORGANIZATION STRUCTURE OF A HOUSEKEEPING
DEPARTMENT
The objective of a Housekeeping Department is to
provide clean, clear, maintained, comfortable and
safe environment and welcoming surroundings to
their guest to insure repeat business.
The organizational structure of Housekeeping dept
depends on the nature and size of hotel.
The organizational structure is a helpful mechanism
to identify Accountability, Reporting lines,
Indication of the career path and guidelines for new
recruits.
It is demonstrated in the form of a Hierarchy chart
which shows the relationships between positions in
the organization and explains the responsibilities
and authorities.
Housekeeping Personnel and their
duties and responsibilities

Housekeeping
personnel

Supervisory Unskilled
Managerial Assistants HK Room attendants
Executive Floor HK
Housekeeper Head Houseperson
housekeeper Public HK Storekeeper
Tailors
Executive Housekeeper:
Executive housekeeper is overall in-charge in
housekeeping department, who has the
accountability and responsibility of all functions
carried out in dept.
 He/she insures smooth running of all operations in
dept.
 Management and supervision of housekeeping
personnel and the work done by subordinates.
 Plan, direct, coordinate and control the functions
of the subordinates.
 Develop standard procedures for specific tasks.
 Maintain inventory, furniture, equipment's, and
decorations in hotel as per requirements.
 Establish and maintain standards operating
procedures for cleaning.
Deputy Housekeeper:
Deputy housekeeper is accountable to Executive
housekeeper and assist in Human resource
operations.
 Inspections of contractor’s activities and guide
them.
 Keep all guest rooms, public areas, back of
house areas clean and maintained.
 Conduct Training programmes for personnel.
 Keep periodical stock records.
 Improve the techniques of housekeeping
employees through training.
 Assist Executive housekeeper in inspection of all
hotel areas.
Housekeeping Manager/ Assistant
Housekeeper:
Assistant housekeeper is responsible
for any of the public areas, floors,
Linen room, control room etc.
 He/she undertake normally, 50-60
rooms under his supervision to ensure
efficient.
 management of guest rooms.
 Check the CIP/OOO Rooms.
 Inspection of all areas cleaned by the
Room attendants.
 Prepare schedule for different tasks.
Floor Housekeeping / Floor
Supervisor:
3-4 Floors are assigned to one Floor
Supervisor who reports to Assistant
housekeeper or Executive Housekeeper.
 Prepare housekeeping status reports.
 Supervision of management of solid
linen and equipment's.
 Maintenance and cleaning of floor
areas and public areas.
 Issue Floor keys to attendants.
 Maintain par stock for the respective
floors.
Public Area Supervisor:
The public area supervisor is responsible for
public areas of hotel such as entrance, lobby,
guest corridors, banquet halls and conference
hall etc.
 Coordination with maintenance and dept and
night supervisor.
 Flower arrangements.
 Setting of furniture as per needs.
 Maintain smooth functioning and surroundings
in all areas.
 Check safety and security systems in public
areas.
 Insure the clear and clean public areas for
smooth functioning of hotel and guest’ s
Night Supervisor:
He/she is expected to supervise the all night
staff to ensure the cleanliness of public
areas on time.
 Report the safety and security hazards.
 Planning and directing the staff functions.
 Look after the lost and found items to
deposit in clock room.
 Servicing of departure rooms for re-let any
time.
 Follow up the instructions given by lobby
manager or night duty manager.
Evening Shift Supervisor:
 Reports to Assistant housekeeper
and supervise the work of linen
attendants and tailors.
 Hand out linen to departments
and is responsible for entire hotel
linen.
 Help the purchase department.
 Look after laundry services for
guests clothes and staff uniforms.
Uniform Room Supervisor
Provide clean, serviceable uniforms to
hotel staff
Keep inventory control of variety
uniforms in various stages of use.
Maintain budget for materials and
uniforms.
Assist Uniform Attendants.
Prepare budget for procurement of
uniform and material used for same.
Devise and maintain control system to
issue clean linen and uniforms.

Linen Room Attendant/ Linen Room
Maid
Reports to Linen room supervisor and is
responsible for keeping a record of discards.
 Sort all the sheets, pillowcases, towels,
tablecloths, napkins etc in separate stacks.
 Place sorted linen in containers, send these to
laundry and send torn articles to seamstress
for repair.
 Verify numbers and type of articles and shelve
these.
 Take care of the torn articles.
 Issue clean linen as and where required.
Uniform Attendant:
The attendants are supervised by Uniform attendant
supervisor. They are in actual contact with the
staff.
 Check the laundered items to insure cleanliness.
 Send soiled uniforms for laundering.
 Keep a record of the linen to meet all
requirements.
Store keeper:
Store keeper works in close liaison with Purchase
department for inventory management.
 Sort cleaning materials, agents and equipment's
with the help of purchase department.
 Prepare record of used-up materials and new
products for the approval of executive
Control Desk Supervisor/ Control Room
Supervisor:
He/she coordinates with other departments to
provide information 24 hours a day. Since he is
contacted for all information regarding
housekeeping department, the job becomes
challenging.
 Maintain room occupancy report.
 Coordinate with Front Office department for room
status.
 Attend all phone calls.
 Handle complains on maintenance.
 Receive special requests from guests.
 Responsible for issuing guestroom keys and
maintain a guest register.
Guestroom Attendants/ Room
Maids/Chamber maids:
GRA reports to Floor supervisor for assistance and
directions.
 A GRA usually looks after 12-15 rooms.
 The duties are cleaning rooms, making beds,
coping with linen supplies and laundry
room’s security.
 Handover of lost and found articles.
 Arrange and stock the pantry with linen and
supplier.
Head House person:
Head person looks after the work done by House
person , assist and lead them to complete the
assigned tasks on time and efficiently.
 Give directions to house persons on cleaning
House porters /House persons:
These employees in housekeeping department
have the liability of cleaning of all the areas of
the hotel. Shifting of furniture is also a part of
their job in order to utilize the hotel space and
resources to an optimum level.
 Clearing, washing public areas including
swimming pool.
 Garbage clearance
 House porters report to the Head house
person.
 Clean all walls, windows, ventilators, fighting
equipment's, shafts and terraces and other
hard to reach areas.
Tailors/Seamstress/Upholsterers:
This group of staff report to Linen room supervisor.
 Their responsibilities are related to maintenance of the
uniforms of all the hotel staff and
guest’s clothes as well.
 They also take care of the alteration of uniforms when
required.
 Making and stitching uniforms, mattresses pads,
pillowcase etc.
Clock room Attendants/Powder Room Attendance:
The clock room Attendant is accountable for the
products stored in clock rooms such as detergents,
combs, brushes, powders, soap, hand towels etc.
 Provide the clock room items to meet the
requirements of the guests.
 Maintenance of inventory of products.
 Reports to the Public area
supervisor.
Skilled workers
These workers are the team of plumbers, carpenters,
painters, electricians who do minor repairs in hotel.
These can also be
hired from engineering department;
Horticulturist
Flowers are used by housekeeping department on a
large scale in banquets, guestrooms, restaurants, lobby,
and office and so on. Flowers enhance aesthetic appeal
in a hotel.
 Horticulturist supervises a team of gardeners and
florists and gives directions to their
functions.
 Supervise the landscape areas and gardens.
 Assist Executive housekeeper in interior decorations.
 Looks after the flower arrangements in any function or
on special occasions.
Head Gardener
Head gardener works under the
guidance of horticulturist and lead the
gardeners to ensure that everything
goes according to the planning.
 Direct the gardeners about their
functions, duties and responsibilities.
 Supervise the maintenance of
gardens, lawns, waterways etc.
 Train the gardeners
 Issue the planting equipment's.
 Adoption of new plantation
Gardeners
The job of the gardeners requires a lot of physical
work which results in the aesthetically beautiful hotel.
A gardener has thorough knowledge of all types of
plants and their conditions.
 Plantation of seeds and saplings as per the
requirements and season.
 Maintain gardens, plant nursery and prune and trim
hedges and bushes.
 Prepare wreaths, bouquets, flowers etc.
Florist:
The job of the florist is flower management for
different purpose for different areas of hotel.
 His/her responsibility is to provide attractive
flowers, bouquets for all occasions.
 Florist can be assisted by assistant florist in large
hotels.
Laundry manager:
The person responsible for the entire functioning of
laundry and dry-cleaning unit is the laundry manager.
He/she reports to the Director of housekeeping /Executive
housekeeper.
 Laundry supervise assist the manager in laundry
functions.
Laundry manager has knowledge of managerial and
operational tasks.
Lead and direct the laundry personnel.
 Share technical knowledge of chemicals and fabric with
all.
Laundry Supervisor:
The laundry supervisor has good knowledge of chemicals,
fabrics and laundry equipment's.
 Leads a team of washers, dry-cleaners and other
laundry workers.
 Supervise work done by subordinates and assist the
Dry-cleaners:
These employees of housekeeping department are
responsible for dry-cleaning of all hotel linen and guest’s
clothes.

Laundry workers:
 Job of the team of the laundry workers is sorting of soiled
linen, loading of washed linen in
dryers.
 Transfer of linen between linen room and laundry.
 Clean equipments after use.

Valets/Runners:
Runners are persons who run from one guestroom to
another for collecting linen. They work in close assistance
with guestroom attendants or housemen for collecting
soiled guest laundry and delivery of fresh guest laundry.
They report to Linen room supervisor.
a) Executive Housekeeper’s cabin:
It is the administrative center of department for conducting
meetings and discussing confidential issues.
b) Secretary’s room:
A small cabin next to Executive Housekeeper’s cabin is
used to control moments in housekeeper’s cabin.
c) Desk control room:
It is the cabin with a large notice board near Supervisor’s
cabin where all staff report their duty and sign out and calls
are handled.
d) Lost and Found section
Set aside in control room with a cupboard for storing lost &
found articles.
e) Housekeeping Store:
A room to store items like cleaning supplies, guest supplies
to be issued daily.
F) Heavy equipment store:
To sore bulky equipment's vacuum cleaners, carpet
shampoo machines, ladders, mattresses etc.
G) Horticulture Equipment's store:
To store gardening equipment's rakes, lawn
movers, pots, seeds etc.
H) Florist’s room:
It is an air-conditioned room to keep flowers fresh
for the flower arrangements in hotel.
I) Linen and uniform room:
It is a large, airy, secure room with adequate
shelves and racks to store linen and uniforms.
J) Linen store:
This is a cool, well ventilated room that stores
of new linen, uniforms, fabric materials etc
K) Sewing room:
It is used for repair of Lenin, uniforms and soft
furnishings.
L) Floor pantry/maid’s service room:
These are located on each guest floor to keep
a stock of linen, guest supplies, maid’s chart
and cleaning supplies for that particular floor.
These have shelves, cupboards and linen
trolleys.
 PERSONAL ATTRIBUTES OF HOUSEKEEPING STAFF

Personality is the sum total of physical, mental, emotional, behavioral

characteristics of an individual. These build the personal projection of staff to
guests which define the image of hotel.
Following are some personality traits for staff:
1. Pleasant Personality
2. Physical Fitness
3. Personal Hygiene
4. Cooperation and Coordination
5. Communication Skill
6. Eye for Detail
7. Adaptability
8. Honesty
9. Courtesy
10. Tact and Diplomacy
11. Calm Demeanor
12. Punctual
1) Pleasant Personality
As housekeeping staff remains in direct contact with the guests, either its
supervisory housekeeping staff or the operational; should have a pleasant
personality.
The staff must ensure the following things:
 Well groomed and good presentation.
 Clean and crisp uniform.
 No too strong after's have and use of mild deodorants.
 Clean, tied up hair.
 Use of maid’s cap for attendants.
 Clean, comfortable, light, low-healed box shoes.
 Light make-up and minimum jewelers.
 Ready smile on face always.
 2) Physical Fitness
 Long hour’s job demands physical fitness of
housekeeping personnel. In order to carry out the
daily routine tasks efficiently and effectively; the staff
must maintain level of fitness.
 A thorough medical examination is helpful insuring
fitness.
 Daily exercise and yoga activities should undertake.
 Healthy diet and sound sleep help in maintaining
fitness.
 Job rotation of operational staff can also help them
minimizing physical workload.
 Excessive waling, stooping, kneeling, stretching,
bending should be avoided
3) Personal Hygiene
The hygiene of hotel is reflected by personal hygiene of the
staff. Healthy staff can provide healthy atmosphere and
services to guests; so the following elements of personal
hygiene must be considered by the housekeeping staff.;
 Good and healthy habits.
 Cleanliness of the skin.
 Cleanliness and care of hair, eyes, ears, teeth and nose.
 Cuts and burns should be covered with the correct
dressings.
 Hair must be well combed, nails clean and clipped.
 Any infection should be reported and attended immediately
4) Cooperation and Coordination
In any organization the objectives are achieved with the
coordination and corporation on various stages with all the
concerned parties.
 Thus the housekeeping staff too has to coordinate with
Front office for room status and occupancy, with engineering
department for repair and maintenance, with F& B for room
services etc.
 Within the housekeeping department the senior manager
guide, supervise and lead his/her subordinates and likewise
they assist the supervisors and report to them.
 It ensures better communication between staff, sharing of
information can be easy and fast, decision making can be
easy.
 To conclude emphasize should be on team work for guest
satisfaction
5) Communication Skill
Good communication skills are the key for a successful
manager or employee. In housekeeping department
everyone is sharing information, directing others, giving and
taking orders, so everyone must master the skill of
communication.
 Speak in clearly in audible voice of moderate pitch.
 Maintain polite eye contact while interacting with guests.
 Good knowledge of language.
Good communication skill helps in;
 Coordination and cooperation among staff members.
 Carry out the routine tasks and duties on time and
efficiently.
 Maintaining good report among colleagues and guests.
6) Eye for Detail
Attentive personnel, who quickly sees details
and how things work is an essential attribute
of housekeeping staff.
 The staff must have the power of critical
observation, in order to make up a flawless
guestroom and insuring the proper care and
maintenance of all areas.
 The staff should be good at noticing little
things or activities taking place in the
premises of the hotel to ensure safety and
security
7) Adaptability
Adaptability means changing yourself with
the changing environment, circumstances by
understanding needs and competition.
 Changing according to the situations
willingness is a great quality of an employee.
 In hotels where new techniques,
innovations are introduced everyday, the staff
must be able to cope up with these.
 The staff should have an attitude of
learning new things every day.
8) Honesty
Honesty builds strength of character that will allow
the employee to be of great service to his/her guest
or head. Being honest means choosing not to lie,
steal, cheat or deceive in any way.
 While working with the hotel in close contact with
guests, where the temptations are great only honest
people can survive in the organization.
 Dealing with guest’s belongings and ensuring the
promised amenities examine the honesty level.
 There must be respect and trust among the staff,
guest and management for increasing efficiency and
good team spirit.
9) Courtesy
Courtesy is polite behavior that shows
respect for other people. It is a polite
gesture or favor towards guests as well
as colleagues which create an
impression of worthy of appreciation.
 Be humble and polite with guests.
 Never argue with guests.
 Keep pleasant and charming
attitude.
10) Tact and Diplomacy
It is the skill and sensitivity
required in dealing with difficult
issues and people.
 Using tact and diplomacy aid to
effective communication and
leads to improved
relationship with other people.
 Help in building and developing
mutual respect and good repo.
11) Calm Demeanor
Remaining calm in all situations, either routine tasks or
emergency situations help employees
in thinking rationally and handling the problems.
 Remain calm and think positive.
 Work as a team.
 Inform to superior staff if situation is too critical.
12) Punctual
Punctuality shows interest in the work, dedication
towards job, respect for management and guests.
 Completing the assigned tasks in working hours,
reporting to higher level on time differentiates the
punctual employee from the rest.