Housekeeping Manual - Final

OMAN HOTELS & TOURISM Co. S.A.O.G.
HOUSEKEEPING
POLICIES AND PROCEDURES MANUAL
OCTOBER 2009
Prepared by
BDO Jawad Habib

Financial, Management & Economic Consultancy
Housekeeping Policy and Procedures Manual [Version 1.0]
Table of Contents
S.No Topics Pg No
1 Introduction
1.1 Purpose 2
1.2 Scope 2
1.3 Responsibilities 2
1.4 List of Abbreviations Used 3
1.5 Circulation 4
1.6 Procedure for Revision 5
2 Housekeeping Department
2.1 Overview 6
2.2 Department Structure 6
2.3 Job Description 7
2.4 General Polices 18
2.5 Master Key Policy 18
2.6 Functions 19
3 Guest Room Servicing – Polices & Procedures
3.1 Process Flow 20
4 Public Area – Polices & Procedures
4.1 Process Flow 22
5 Laundry – Polices and Procedures
5.1 Guest Room Process Flow 23
5.2 Linen Room Process Flow 25
5.3 Uniform Room 26
6 Lost & Found – Polices and Procedures 27
7 Mini Bar – Polices and Procedures 29
8 Energy Consumption 30
Oman Hotels & Tourism Co SAOG | 1

1. INTRODUCTION
1.1 Purpose
1.1.1 The primary purpose of Housekeeping Polices and Procedures Manual is to

provide practical organizational and operational procedures for the routine
housekeeping related activities and provide uniform and systematic guidelines
for the operations of the company.
1.1.2 The purpose of this policy is also to define :
 The responsibilities and accountability associated with housekeeping

related activities.
 To develop and implement fair and transparent practices in line with
the objective of the company to be a leader in business.
 To establish the limits of authority.
 To provide ready means of reference in order to:
 Explain the procedures to the management and staff
 To train the staff in the implementation of the procedures
 The guidelines for efficient operation.
 A system for accountability.
1.2 Scope
1.2.1 The policies and procedures stated in this manual apply to all housekeeping staff
and include all housekeeping operations related activities of the company.
1.2.2 Words and expressions in Housekeeping Polices and Procedures Manual that
connote gender are to be constructed as applying equally to both genders unless
the text implies otherwise.
1.3 Responsibility
1.3.1 The Board of Directors (BoD) shall formally adopt the policies and procedures
outlined in the Manual and set an effective date for implementation.
1.3.2 The Housekeeping Department headed by Assistant Executive Housekeeper

(AEH) is responsible for the co-ordination and implementation of the general
arrangement, development and follow-up of the Housekeeping Policies and
Procedures Manual.

1.3.3 It is the responsibility of AEH to make sure that both the content and the spirit of
this document are communicated, understood and acted upon within their
department.
1.4 List of Abbreviations Used
Company Oman Hotels & Tourism Co SAOG
Manual House Keeping Policies and Procedures Manual.
BoD Board of Directors
MA Managing Agent
CEO Chief Executive Officer
HOO Head of Operations
GFC Group Financial Controller
HOU Head of Unit
HOD Head of Department
AEH Assistant Executive Housekeeper
MIA Mini Bar Attendant
LS Laundry Supervisor
RA Room Attendant
PAA Public Area Attendant
Each edition of the Manual shall have a version

number. Versioning is the process of assigning
either unique version names or unique version
numbers to unique states of the Manual. Within a
Version
given version number category (major, minor),
these numbers are generally assigned in increasing
order and correspond to new revisions and
developments in the Manual

1.5 Circulation
1.5.1 Copies of the Housekeeping Policies & Procedures Manual shall be circulated as
follows:
Copy
Format Designation Scope
No
Master Master copy – Owner Company & Entire document
Hardcopy and Managing Agent
Electronic
01 Hardcopy Chairman & Board of Entire document for

Directors review & comments
as and when
requested
02 Hardcopy & Chief Executive Office Entire document
Electronic Master (CEO)
Document
03 Hardcopy & Head of Operations Entire document
Electronic Master (HOO)
Document
04 Hardcopy & Corporate Managers Entire document
Electronic Master
Document
05 Hardcopy Head of Units Entire
(HOU) document
07 Hardcopy Head of Entire
Departments (HOD) document
08 Hardcopy Executive Assistant Entire
Housekeeper (AEH) document
Note: The Housekeeping Policies & Procedures Manual shall be available to employees for
reference upon the discretion of the head of the department concerned. Individual employees
will be provided with the manual copy in their department head’s custody for reference, as and
when asked for.
1.6 Procedures for Revision
1.6.1 Additions, deletions and amendments to the Housekeeping Polices and

Procedures Manual shall be made from time to time as further experience is
gained and as changes are made in the relevant laws and statutes.
1.6.2 Revision of the Housekeeping Polices and Procedures Manual may be required
where:
 No procedure exists
 Existing procedure is no longer relevant or requires revision due to

change in the relevant laws
1.6.3 Further guidance is required on routine work
1.6.4 The process for revision may be initiated by any member of the managerial staff
and must be referred to the AEH. The initiator shall give the objective for the
revision, summary of changes required and description of the proposed policies
and procedures.
1.6.5 AEH shall discuss with the staff that are directly involved with the policies and
procedures and make a recommendation to the HOO.
1.6.6 Revised procedures shall then be approved by the CEO & MA who will forward
the same to Owner Company. Owner Company after revision shall forward the
revised to manual to BoD for final approval and define the implementation date.
Revised procedures shall be distributed to all holders of the Housekeeping
Policies and Procedures Manual. AEH shall ensure that contents of new
procedures are known to those concerned and also ensure that old procedures are
destroyed.
1.6.7 AEH shall be responsible for maintaining a History Sheet (HS) wherein all
revisions to the procedures shall be recorded. The HS shall be updated every time
the procedure is revised and shall incorporate brief particulars of the old as well
as the revised procedures. AEH shall circulate revised pages to all holders of the
manual who shall replace the old pages and ensure that their copy is up-to-date.
2. HOUSEKEEPING DEPARTMENT
2.1 Overview
2.1.1 The Housekeeping Department is one of the busiest sections in the hotel as far as
the variety of functions performed and number of staff working.
2.1.2 Housekeeping Department is one of the most integral departments within the
hotel and is responsible for the immaculate care and upkeep of all guest rooms,
public spaces and laundry related activities.

2.1.3 In a competitive hotel market, service and cleanliness really make an impact on
the guests and determine whether they will return again.
2.2 Department Structure
2.3 Job Descriptions
2.3.1 Assistant Executive Housekeeper
Job title : Assistant Executive Housekeeper (AEH)

Reporting to : Head of Unit (HOU)
Reported by : Laundry Supervisor (LS)
Room and Public Area Supervisor
Mini Bar Attendant

Functions :
1. Head and direct housekeeping program to ensure clean,
orderly and attractive conditions of hotel.
2. Establishes standards and procedures for work of

housekeeping staff and plans work schedules to ensure
adequate service.
3. Develop and implement systems for inspecting and

managing the quality of housekeeping and laundry services
provided and to ensure timeliness and efficiency of services.
4. Oversee inspection of housekeeping/laundry activities to

ensure procedures are followed according to standard and to
ensure the achievement of departmental productivity
objectives.
5. Inspects and evaluates physical condition of establishment,

and submits to management recommendations for painting,
repairs, furnishings, relocation of equipment and reallocation
of space.
6. Conducts training classes regarding safety, security,

department procedures and service guidelines.
7. Schedule staff work schedules and duties according to

productivity standards and forecasted occupancy; monitors
staff's adherence to schedules and duties.
8. Prepares reports about room occupancy, payroll, department

expenses, and inventories and shares data with appropriate
department heads.
9. Recruit, hire, train and provide career development for

housekeeping staff; conducts performance evaluations and
provides feedback for employees.
10. Respond quickly to guest requests/complaints in a friendly

manner. Relay appropriate requests or complaints to
appropriate subordinate or manager. Follow up to ensure
guest satisfaction.
11. Investigate complaints regarding housekeeping services and

take corrective actions.

12. Develop the department's annual budget; monitor and report

variances against plan; keep track of labor costs and related
expenses.
13. Establish and maintain cost control system for linen and
cleaning supplies inventories; oversees the budgeting,
ordering and receiving of such supplies to maintain
appropriate inventory levels necessary for efficient operation
of the hotel.
14. Comply and report information on housekeeping activities

and expenses; provides information to guest services on the
status of guest rooms to ensure accurate and timely reporting
on room availability.
15. Follow company philosophies, policies and procedures and

effectively communicate them to subordinates.
16. Maintains records and prepares periodic activity and

personnel reports for review by management.
17. Reads trade journals to keep informed of new and improved

cleaning methods, products, supplies, and equipment.
18. May also perform cleaning duties in cases of emergency or

staff shortage.
2.3.2 Laundry Supervisor
Job title : Laundry Supervisor (LS)

Reporting to : Assistant Executive Housekeeper
Reported by : Laundry Attendant
Functions :
1. Supervise and coordinate activities of workers engaged in
receiving, marking, washing, and ironing clothes or linen in
laundry.

2. Control the circulation of laundry in between the Laundry,

Storeroom and spoiled ones.
3. Writes reports and keeps necessary records.
4. Maintains inventories of supplies. Orders replacement

supplies when necessary.
5. Supervises uniform repair work and upkeep of linen records,

supplies, stocks and checking uniforms (mending if
necessary).
6. Inspection tour of all outlets and departments to check for

spoiled items.
7. Inspects articles to determine methods of specific cleaning

requirements and Inspects finished laundered articles to
ensure conformance to standards.
8. Observes operation of machines and equipment to detect

possible malfunctions.
9. Observes standards for safety and cleanliness and maintain

cleanliness in laundry room.
10. Investigates and resolves customer complaints of

unsatisfactory work or bundle shortage.
11. Helps in the laundry process. Collects and sorts laundry into
separate loads by color, size, and fabric type. Operate
washers and dryers; selects soaps and cleaning formulas.
Mend press and distribute articles.
12. Performs duties common to all supervisors and other duties

as may be assigned.

2.3.3 Guest Room and Public Area Supervisor
Job title : Guest Room & Public Area Supervisor

Reporting to : Assistant Housekeeping Supervisor
Reported by : -
Functions :
1 Supervision and direction of cleaning, sanitation of all guest
rooms, public areas, back of the house areas, restaurants and all
plants.
2 Conducting on the job training and establishing Training needs

for room attendants and public area attendants.
3 Plan manpower according to events and schedules.
4 Taking note of VIP's D.N.D. double locked rooms and

supervising the preparation of VIP rooms.
5 Inspects ready made rooms and release for sale and attends to
guests' complaints.
6 Supervision and control over equipment, utensils and supplies.
7 Turn down services of assigned rooms.(VVIP guest Only)
8 Initiate work orders and co-ordinate with Engineering.
9 Prepare reports, schedules and maintain records.
10 Maintain effective and prompt communication with AEH.
11 Follow up and check on cleaning contractor's work and follow

up on pest control.
12 Responsible for discipline in his/her section for grooming of

staff, clean and neat uniforms and orderly and polite conduct
of staff being on time.
13 Requisitioning, checking and controlling of supplies.

14 Responsible for good communication between staff,

(handovers) members.
15 Look for new cleaning/maintenance techniques and makes

suggestions to Executive Housekeeper.
16 Makes suggestions for promotions and transfers of staff

members.
17 Trains staff on Energy Conservation and follow up on jobs

performed.
18 Check and maintains equipment with Engineering and ensure

they are kept and neatly stored.
19 Perform cleaning duties in cases of emergency or staff shortage.
20 Co-ordinates with F & B Outlet Mangers and Banquets for

deep cleaning schedules
21 Liaisons with HOD on the daily basis and carry out any other
duties assigned by the HOD.
22 Schedules and monitors all cleaning programs alongside of the

HOD
23 Conducts correct handover procedures each shift

2.3.4 Laundry Attendant
Job title : Laundry Attendant

Reporting to : Laundry Supervisor
Reported by : -
Functions :
1 Sorting out items coming from Laundry and arranging serially

on racks.
2 Transfer of soiled laundry from pantry room to laundry room
3 Issuing linen and uniforms to staff.
4 Keep laundry room neat and tidy.
5 Handling over the maintenance request as per the

departments.
6 Arranging laundry room according to Supervisor.
7 Controls the issuing of uniforms, F&B linen and floor linen

issue.
8 Make sure linen issued corresponds to the Floor Supervisor's

requisition.
9 Checks that all soiled linens of every type are proportionally

processed to the need of the Hotel and reports to the Laundry
Supervisor.

2.3.5 Room Attendants
Job title : Room Attendant

Reporting to : Guest Room & Pubic Area Supervisor
Reported by : -
Functions :
1. Clean and service assigned rooms or areas according to

established standards and procedures including making
beds, dusting, vacuuming, cleaning and sanitizing
bathrooms, removing trash etc.
2. Notify supervisor when service is complete so rooms may be

sold or occupied.
3. Performs turndown service in guest room, towels; linen; guest

supplies; cleaning room and providing services all in
accordance with the established standards and methods.
4. Turning in keys which are signed for.
5. Restocking your floor with linen after completing routine jobs
6. Monitor and control supplies and amenities, and minimize waste

within all areas of housekeeping
7. Inform supervisor of any D.N.D. rooms needing service.
8. Removing dirty cutlery, crockery and trays from corridors and

guest rooms.
9. Checking rooms for any maintenance work.
10. Report, turn in, and/or log all lost and found items according to
established procedures.
11. Be aware of the need for security of guests and their property,
reporting to the floor supervisor any suspicious incidents.
12. Setting up VIP rooms.

13. Follow established procedures for Do Not Disturb rooms and

doubled locked rooms.
14. Informing Mini Bar Attendant of any Mini Bar usage.
15. Being extra caution for all checkout/departure room. Room

should be checked for any left over items by the guest. Mini
Bar attendant to be informed immediately.

2.3.6 Public Area Attendants
Job title : Public Area Attendant

Reported by : -
Functions :
1. Cleaning all public areas as assigned by the Supervisor.
2. Controls of keys.
3. Complete cleaning of all F&B outlets and public lavatories.
4. Cleaning or polishing all marble in all lobbies.
5. Shampooing carpets.
6. Cleaning ballroom, Front Office and back of the house.
7. Report, turn in, and/or log all lost and found items according
to established procedures.
8. Cleaning ashtrays, especially toilets of main lobby and coffee

shop.
9. Informing Supervisor of completion or work.

2.3.7 Mini Bar Attendant
Job title : Mini Bar Attendant

Reported by : -
Functions :
1. Overall responsibility for maintaining proper level of

inventory in guest room Mini Bars.
2. Properly storing and securing all Mini Bar inventory and

supplies at all times.
3. Check carts and replenish supplies as needed and replenish

mini bars.
4. Participate in the day to day duties of the Mini Bar

operations.
5. Check guest rooms to ensure Mini Bar are properly stocked.
6. Ensure items are displayed according to mini-bar plan and

hotel standards.
7. Ensure charges are posted to appropriate guest bills in timely

manner.
8. Complete consumption report.

2.4 General Policies
2.4.1 All communication within the department and at inter department level should
be fast, precise and to the right person /department concerned. Means of
communication can be through:
 Oral Meetings/Briefing
 Via telephone
 Via Computers/Systems
 In writing memorandums or logbooks
2.4.2 All the queries to the Housekeeping Department should be handled with utmost
courtesy and telephone should be answered within 3 rings.
2.4.3 Staff of Housekeeping Department should be well informed about all the hotel
facilities and have correct hotel information. Information such as:
 Location and name of the hotel

 Name of restaurants and operating hours
 Number of rooms in the hotel and services available such as
swimming pool, health club etc.
2.4.4 Staff of Housekeeping department should at all time be well groomed as per the
company’s rules, polices and standards. Supervisors should check the appearance
of the Housekeeping staff on a daily basis.
2.5 Master key Polices
2.5.1 All Floor master keys and keys for different outlets in the hotel should be kept in a
locked key cabinet in the AEH’s Office. A record of all coded and marked keys
available in Housekeeping should be maintained.
2.5.2 The Key cabinet should only be accessible by AEH, a person specially assigned by
the management.
2.5.3 Supervisors and Attendants should sign in the key register for all keys taken at the
beginning of the shift. Register should again be signed when keys are returned back
at the end of the shift.
2.5.4 All keys should be physically checked and counted by the Supervisor in charge at
the beginning and end of shift. Each supervisor should handover the checked keys
to the next shift supervisor and signs the logbook.

2.5.5 Any loss of keys should be reported to the AEH and Management/Security at once.
2.6 Functions of Housekeeping Department
2.6.1 The function of Housekeeping Department has been classified in 5 broad

activities.

3. GUEST ROOM SERVICING POLICIES & PROCEDURES
3.1 Process Flow


4. PUBLIC AREA SERVICING POLICES AND PROCEDURES
4.1 Process Flow

5. LAUNDRY POLICES AND PROCEDURES
5.1 Guest Laundry Process Flow


5.2 Linen Room Process Flow

5.3 Uniform Room
5.3.1 As per the hotel’s rules and policies, uniforms should be clean, crisp, well pressed
and well fitted.
5.3.2 Staff should exchange uniform on one for one basis. Soiled uniform should be
handed over and fresh uniform should be received in exchange.
5.3.3 Staff should check the uniform when it is received from the laundry. Any
damages to the uniform should be immediately repaired and put back in
circulation as quickly as possible.
5.3.4 No uniform should be kept pending for more than 24 hours.
5.3.5 Any torn, frayed or badly faded uniform should be discarded and kept
separately. Replacement should be made and put in circulation. Monthly
inspection and auditing of discarded uniform should be carried out.
5.3.6 Uniform inventory check shall be the responsibility of AEH and should be taken
on quarterly basis. Inventory should be taken as per the inventory sheet and any
discrepancy in quantity should be investigated.
6. LOST AND FOUND ITEMS POLICIES AND PROCEDURES

6.1 Lost and found items can be found in guest rooms, public areas or in laundry
room.
6.2 As soon as the item is found in guest rooms, the attendant should immediately
inform the shift supervisor. Shift supervisor should immediately contact Front
Desk to check if the guest is still in the hotel.
6.3 All lost and found items are classified and stored in separate cupboards in
housekeeping office depending on the type of the item. Appropriate entries are
based in the register by the shift supervisor.
6.4 These articles are further checked and reclassified and each item is tagged. Each
item entry is checked and stored in designated areas.
6.5 The items are classified as follows:
6.5.1 Very valuable item
 For very valuable items such as diamond, gold, camera, currency etc,
entries of items should be made in Valuable register and also in the slip
book. 4 copies of the slip should be made and circulated as follows:
 White slip is kept with the item

 Yellow slip is send to the security
 Blue slip is given to the employee who found the item
 Pink slip is kept with housekeeping department for records.
 Entry in made in a separate register maintained by AEH and items are

stored in a locker/safe with AEH.
 Guest is contacted if contact details are available.
 Items are stored for one year and if not claimed is given to the finder of
the item.
6.5.2 Valuable item
 For Valuable item the above procedure is followed. These items are
stored for a maximum period of 3 months and if not claimed is given to
the finder of the item.
6.5.3 Non Valuable Item

 For non valuable items like shoes, bags, cosmetics etc, entries of items
are made in a separate register labeled Non Valuable.
 A slip of paper with details, name, date and location is kept with the
item.
 Items are stored for a month and if not claimed is given to the finder of
the item.
6.6 All records of letters send to the guest and replies/request received by the guest
should be maintained and executed.
7. MINI BAR POLICES AND PROCEDURES
7.1 All items consumed by the mini bar should be charged to the room’s account.

7.2 Room Attendant (RA) should inform Mini Bar Attendant (MIA) for any items of
mini bar consumed.
7.3 MIA should then check if Consumption slip has been filled by guest or not. If not
MIA should fill in the slip and take guest signature on it.
7.4 In situations where guest is not available in the room to get the signature in the
slip, MIA shall inform the AEH of the mini bar usage and AEH up dates the
system accordingly.
7.5 All payment by the guest as regards to the mini bar is to be settled at the time of
check out at Front Desk.
7.6 It is the duty of MIA to replenish the mini bar stock according to the list of items
provided by the hotel.
7.7 Additional attention should be given by RA for all check out/departure rooms as
communication between RA and MIA should be quick and prompt so that system
is updated before the guest checks out of the hotel.

8. ENERGY CONSUMPTION
8.1 As good housekeeping management is responsible for high occupancy, similarly

good energy management in this department strongly influence the success of the
overall functions of the hotel.
8.2 Much of the space in hotels is devoted to sleeping rooms and guest corridors. The
number and variety of energy conservation opportunities in these areas are
valuable. Although many of them, taken individually, will appear insignificant, the
cumulative effect of a well-run conservation programme will lead to reduced
running cost for the hotel and protect the environment.
8.3 Energy Conservation opportunities occur in Guest Rooms, Corridors, Linen Rooms,
Maid's Closets, Storage Areas and Other Spaces Assigned, as outlined below.
8.3.1 Control Lights
 Turn off guest room lights when rooms are physically unoccupied.
 Instruct maids and housemen to use minimum lights when making up

and cleaning guest rooms, and turn off lights when they leave rooms.
 Make use of window natural light when possible.
 Turn off corridor, lights or reduce lighting in daytime when natural light
is adequate.
 Turn off lights in linen room, maid's closet and storage room when they
are unoccupied.
 Where ever possible mark or color code individual switches in multiple

switch installations to identify lights controlled.
 Reduce use of lights during night cleaning by turning on only those in

areas actually being cleaned.
8.3.2 Make Use Of Natural Light
 Open draperies during cleaning or other temporary occupancy of spaces

where adequate natural light from windows is available. Close draperies
when cleaning is completed or space is vacated.

 Clean spaces and make up rooms during daylight hours when possible to
reduce use of lights for this purpose.
8.3.3 Increase Lighting Efficiency without decreasing Guest Comfort
 Clean and wash walls, ceilings, and floors as cleaned surfaces reflect light
better, thus requiring less artificial lighting.
 Use light colors when painting or redecorating. Such colors reflect light
better, so that less artificial lighting is needed.
 Consider using fluorescent lamps where practicable. According to

manufacturers' data, general service lamps use less energy and produce
more light than the same size extended service lamps. Always consider
the time it takes to change difficult-to-reach lamps. In those cases, the
long-life lamp may be the better choice.
 Follow routine cleaning schedules for lighting fixtures. All fixtures

become dirty with use, and produce more light when cleaned. Energy
will be saved if fewer lights are required, or smaller lamps can be used to
provide satisfactory lighting.
8.3.4 Turn Off T.V. Sets
 Instruct maids and housemen to turn off TV sets in guest rooms when
rooms are physically unoccupied and when they are being made up.
8.3.5 Control Heating and Cooling Systems
 Turn off heating and cooling systems in physically unoccupied guest

rooms, in other unoccupied spaces, and in closets and storage rooms
which are entered only occasionally.
 Instruct room and public attendants be sure that heating or cooling

systems are turned off in physically unoccupied or unused guest rooms
when make up and cleaning are completed.
 Clean or replace filters and continue to do so on a frequent regular

schedule and clean Clean heating, cooling and condenser coils.
 Un cleaned coils and filers collect lint or dust on the finned surfaces
during use. This decreases their effectiveness and requires units to be
operated longer than necessary.

 Excessive dirt buildup could reduce the capacity to the point where, even
with constant operation the desired room conditions cannot be attained.
 Instruct attendants to clean dirt, lint, and dust from and around radiator
units. The free flow of air over radiator surfaces improves the
effectiveness of installed heating units, and saves energy by reducing the
need for supplementary heating or cooling which otherwise may be
required.
8.3.6 Stop Air Leakage
 Keep windows and outside doors closed. The entry (infiltration) of

unheated air in the winter and warm air in the summer can be a large
waste of energy.
 Seal cracks around windows, doors, and through-the-wall or window
type ventilating and cooling units.
 Check for air leakage and reduce leakage by caulking around window
and door frames, weather stripping doors and operable windows, and
closing cracks around ventilating and cooling units.
 Instruct attendants to close windows and outside doors in physically

unoccupied guest rooms when they make up and clean spaces.
8.3.7 Reduce Water Use
 Instruct maids and housemen to turn off dripping faucets, showers, and
toilets which run continuously. Report problems promptly for the
Engineering Department to repair.
 Repair dripping faucets and shower heads, and continuously running

toilets.
 Check toilet flushometers and tank-type water flush levels, to reduce

flushing time and water quantities to the minimum required.

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OMAN HOTELS & TOURISM Co. S.A.O.G.

BDO Jawad Habib

Oman Hotels & Tourism Co SAOG | 1

1.1.1 The primary purpose of Housekeeping Polices and Procedures Manual is to

1.1.2 The purpose of this policy is also to define :

 The responsibilities and accountability associated with housekeeping

1.3.2 The Housekeeping Department headed by Assistant Executive Housekeeper

Oman Hotels & Tourism Co SAOG | 2

1.4 List of Abbreviations Used

Company Oman Hotels & Tourism Co SAOG

Manual House Keeping Policies and Procedures Manual.

BoD Board of Directors

CEO Chief Executive Officer

HOO Head of Operations

GFC Group Financial Controller

HOU Head of Unit

HOD Head of Department

AEH Assistant Executive Housekeeper

MIA Mini Bar Attendant

PAA Public Area Attendant

Each edition of the Manual shall have a version

Oman Hotels & Tourism Co SAOG | 3

01 Hardcopy Chairman & Board of Entire document for

1.6 Procedures for Revision

1.6.1 Additions, deletions and amendments to the Housekeeping Polices and

 Existing procedure is no longer relevant or requires revision due to

1.6.3 Further guidance is required on routine work

Oman Hotels & Tourism Co SAOG | 5

2.2 Department Structure

2.3 Job Descriptions

2.3.1 Assistant Executive Housekeeper

Job title : Assistant Executive Housekeeper (AEH)

Oman Hotels & Tourism Co SAOG | 6

2. Establishes standards and procedures for work of

3. Develop and implement systems for inspecting and

4. Oversee inspection of housekeeping/laundry activities to

5. Inspects and evaluates physical condition of establishment,

6. Conducts training classes regarding safety, security,

7. Schedule staff work schedules and duties according to

8. Prepares reports about room occupancy, payroll, department

9. Recruit, hire, train and provide career development for

10. Respond quickly to guest requests/complaints in a friendly

11. Investigate complaints regarding housekeeping services and

Oman Hotels & Tourism Co SAOG | 7

12. Develop the department's annual budget; monitor and report

14. Comply and report information on housekeeping activities

15. Follow company philosophies, policies and procedures and

16. Maintains records and prepares periodic activity and

17. Reads trade journals to keep informed of new and improved

18. May also perform cleaning duties in cases of emergency or

2.3.2 Laundry Supervisor

Job title : Laundry Supervisor (LS)

Oman Hotels & Tourism Co SAOG | 8

2. Control the circulation of laundry in between the Laundry,

3. Writes reports and keeps necessary records.

4. Maintains inventories of supplies. Orders replacement

5. Supervises uniform repair work and upkeep of linen records,

6. Inspection tour of all outlets and departments to check for

7. Inspects articles to determine methods of specific cleaning

8. Observes operation of machines and equipment to detect