2. Behaviour, Objectives and Duties

Importance of Housekeeping Standards

Housekeeping standards are vital in maintaining cleanliness, safety, and overall efficiency in any environment, particularly in the hospitality industry. Here's why they are important:

Health and Safety: High housekeeping standards ensure that environments are clean, reducing the risk of illness and accidents. Regular cleaning and proper sanitation prevent the spread of germs and maintain a safe environment for both employees and Guests.

Operational Efficiency: Clear housekeeping standards streamline cleaning processes, ensuring that tasks are performed consistently and effectively. This leads to greater efficiency, as employees know exactly what is expected and how to achieve it.

Guest Satisfaction: In hospitality, housekeeping standards directly impact guest experiences. Clean and orderly rooms lead to higher guest satisfaction, positive reviews, and repeat Guests.

Remember - TIPPING IS NOT MANDATORY

Uniform Rules and Professionalism

• Wear the provided uniform at all times: black, navy, grey or white only

• Keep uniforms clean and ironed.

• Wear appropriate, non-slip footwear: black slobs, Tommy tekkies or similar 

• Hair needs to be neat and tied back.

• Professional Behaviour and Presentation

• Be punctual and reliable.

• Maintain a polite and courteous demeanour.

• Follow all safety and hygiene protocols.

General responsibilities & Duties

Housekeepers handle light cleaning needed for the upkeep of Guests holiday homes. 

Typically housekeepers will tidy living rooms, kitchen, halls and bathrooms, sweep, mop floors, make beds, and empty trash.

Housekeepers will wash dishes in the morning and again before they go off. 

Bedrooms will be tidied in the morning.

Staff so not babysit, wash cars, do shopping/unpack shopping or anything besides their designated duties.

LAUNDRY

Two FREE Loads of laundry per day, included in Guests rental - washing and folding only.

We advise staff not to iron clothes.

​Guests will need to supply their own laundry washing detergent - powder/liquid & fabric softener for Guests personal washing.

If Guests need to iron an item, an iron and ironing board will be available unless you come to some sort of arrangement with the housekeeper to do ironing at an extra cost. This will be at Guests' own risk! While the Housekeepers are experienced we accept no liability for any damage they may cause to Guests property when providing personal services.

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​TOWELS & BEDDING

Swimming & Bath towels will be washed every 3rd day, included in the rental.

Bed linen will be changed once a week, also included in the rental.

Any additional changes or if you get visitors sleeping over OR Children that accidentally get sick/wet their beds needs to be reported to LCE Staff.

Housekeeping Working hours, overtime and extra charges

Housekeeping is included 7 days a week from 8:00 - 14:00 (Mon - Friday) & weekends 8:00 - 12:00 - unless otherwise stated. 

Weekend-only bookings 

Housekeeping is included on a Saturday from 8:00 - 14:00 daily - unless otherwise stated.

OVERTIME CHARGES
Overtime at R90 per hour, for the first 3 hours (from 14:00 until 17:00)

R170 per hour after 17:00 until 20:00 (not allowed to work after 20:00)

Please note that the overtime rates are non-negotiable.

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ADDITIONAL COSTS BREAKDOWN

R390  per day for additional weekend shifts on Saturday and/or Sunday from 8:00 until 14:00 if not included 7 days a week.

R440  per day for public Holidays shifts from 8:00 until 14:00

R 90  per hour overtime after 14:00  until 17:00

R170  per hour overtime after 17:00 until 20:00 (not allowed to work after 20:00)

R170  Extra bed change

R 90  Extra laundry per load, washing and folding

Do’s and Don'ts While on Shift

Things Housekeepers and House Staff should and should not do when Guests in House

Please Do:

• Do let us know where there are stains, breakages, or missing items 

• Report any maintenance issues immediately

• Do let us know when furniture is being moved around

• Do let us know when extra people are arriving, and extra people sleeping on couches

• Do let us know when Guests are having parties or caterers arriving

• Do let us know if Guests have pets and we or you were not notified of this

• Do let us know if the Guests have a baby and we did not bring a cot

• Be Discreet: Move quietly and avoid making unnecessary noise.

• Prioritise Cleanliness: Regularly clean high-traffic areas and restrooms.

• Be Polite and Professional: Greet Guests warmly but keep interactions brief unless they engage further.

• Respect Guest Privacy: Knock and wait for a response before entering any room.

• Notify Guests in advance if you need to perform any disruptive tasks, such as vacuuming.

• Please do WhatsApp us pictures if you need help or advice.

Please Do Not:

• Don't be on your phone in front of the Guests.

• Don't listen to music on your phone with or without headphones while on shift.

• Don’t take private calls on shift, in front of Guests or in the house. Please do not listen to voice-notes on shift. Keep your phone on silent and take emergency calls outside.

• Do not charge your phone in the guests areas.

• Please don't watch TV while guests are in the house or are staying there.

• Don’t Disturb Guests: Avoid cleaning or performing duties in a guest's presence unless absolutely necessary.

• Don’t interrupt Guests while they are eating, relaxing, or working.

• Don’t Use Guest Areas: Never use guest amenities, like stove, toilet or sitting areas or Guests fridge for personal use. 

• Please do not wash your clothes with Guests clothes.

• Refrain from eating or drinking in guest areas, and please take your tea or lunch break away from the Guests areas.

• Avoid Gossip: Please dont speak loud in your language to another staff/person in front of Guests.

• Don’t Ignore Special Requests: If a guest makes a specific request (like no disturbance during certain hours), ensure it’s followed exactly.

• Don’t ask Guests to do shopping for you.

• Dont wear your LCE uniform when you dont have our guests in house.

• Don’t Forget Safety: Avoid leaving cleaning supplies or equipment unattended in guest areas.

VERY IMPORTANT

Don’t Neglect Security: Ensure all doors and windows are secured when leaving an area.

PERSONAL HYGIENE 

Undergarments: It’s essential that everyone wears appropriate and clean underwear and all women must wear a bra while on duty. This helps ensure both comfort and a professional appearance.

Deodorant: Please use underarm deodorant daily to maintain freshness throughout your shift. It helps in creating a pleasant environment for our guests.