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Executive Housekeeper plays a critical leadership role in maintaining cleanliness, hygiene, and overall guest comfort in a hotel. Here are the key duties and responsibilities:
1. Department Management
Oversee the entire housekeeping department operations
Plan, organize, and monitor daily cleaning schedules
Ensure all guest rooms, public areas, and back-of-house areas meet hotel standards
2. Staff Supervision & Training
Recruit, train, and manage housekeeping staff
Assign duties and inspect work for quality and efficiency
Conduct regular training on SOPs, hygiene, and safety standards
3. Quality Control
Maintain high standards of cleanliness, presentation, and sanitation
Perform regular inspections of rooms and public areas
Handle guest complaints related to housekeeping and ensure quick resolution
4. Inventory & Budget Management
Manage inventory of linen, uniforms, cleaning supplies, and guest amenities
Control departmental expenses and prepare budgets
Coordinate with vendors for procurement
5. Coordination with Other Departments
Work closely with Front Office for room status updates (check-in/check-out)
Coordinate with Maintenance for repairs and upkeep
Support F&B and Banquet teams during events
6. Hygiene & Safety Compliance
Ensure compliance with health, safety, and sanitation standards (like HACCP)
Implement pest control, waste management, and deep cleaning schedules
Maintain MSDS (Material Safety Data Sheets) for chemicals
7. Laundry Operations
Supervise in-house or outsourced laundry services
Ensure proper handling, washing, and distribution of linen and uniforms
8. Guest Satisfaction
Ensure rooms are guest-ready at all times
Focus on personalized service and special requests (VIP setups, amenities)
Maintain high guest satisfaction scores
9. Reporting & Documentation
Prepare daily, weekly, and monthly reports
Maintain records of lost & found, maintenance issues, and inventory
Monitor KPIs like room turnaround time and cleanliness scores

Hotel Reservation SOP

1. Purpose

To ensure all guest reservations are handled efficiently, accurately, and professionally to maximize occupancy and guest satisfaction.

2. Scope

Applies to all reservation staff handling bookings via phone, email, website, or third-party platforms.

3. Responsibilities

· Reservation Agent / Front Office Staff

· Reservation Manager

· Sales Team (for group/corporate bookings)

4. Reservation Process

4.1 Receiving Reservation Request

Reservations may come through:

· Phone calls

· Email

· Hotel website

· Online Travel Agencies (OTAs) like Booking.com, Expedia

· Walk-ins

Procedure:

1. Greet guest politely.

2. Ask for:

o Check-in & check-out dates

o Number of guests

o Room type preference

3. Check availability in PMS (Property Management System).

4.2 Providing Information

Clearly inform the guest about:

· Room types & rates

· Inclusions (breakfast, Wi-Fi, etc.)

· Cancellation policy

· Extra bed charges

· Taxes and additional fees

4.3 Booking Confirmation

If guest agrees:

1. Collect guest details:

o Full name

o Contact number

o Email address

o ID details (if required)

2. Enter details into PMS.

3. Generate reservation number.

4.4 Payment Handling

· Inform payment options:

o Advance payment

o Credit card guarantee

o Pay at hotel

· Secure payment details as per policy.

4.5 Sending Confirmation

· Send confirmation via email/SMS including:

o Reservation number

o Booking details

o Hotel contact info

o Policies

5. Modification of Reservation

1. Verify guest identity.

2. Check availability for requested changes.

3. Update booking in PMS.

4. Send revised confirmation.

6. Cancellation Procedure

1. Ask for reservation details.

2. Check cancellation policy.

3. Process cancellation in system.

4. Inform guest of:

o Cancellation number

o Refund (if applicable)

7. Handling No-Shows

· Mark booking as “No-show” in PMS.

· Apply charges as per policy.

· Inform accounts department.

8. Group Reservations

· Coordinate with Sales team.

· Block rooms in advance.

· Maintain rooming list.

· Track deposits and deadlines.

9. Special Requests Handling

Record and communicate:

· Early check-in / late check-out

· Airport transfers

· Special occasions (birthdays, anniversaries)

· Dietary requirements

10. Documentation & Record Keeping

· Maintain reservation logs.

· Ensure all bookings are updated in PMS.

· Keep backup records (if required).

11. Quality Standards

· Respond within:

o Calls: Immediate

o Emails: Within 24 hours

· Maintain polite and professional tone.

· Ensure zero booking errors.

12. Key Performance Indicators (KPIs)

· Reservation accuracy rate

· Response time

· Conversion rate

· Guest satisfaction score

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