In this manual, you will learn how to use Housekeeping during your property’s daily operations, from accessing the module and reviewing the options available before starting the day to managing cleaning tasks.

You will also learn about the features available for each role on Desktop and the App, how to view room statuses in the calendar and reservation details, and how to report and track incidents found during daily operations.

1. User Types

In Housekeeping, there are two types of users: Supervisor and Housekeeper. The options available to each user depend on their permissions and whether they are using the web version or the “Lobby Staff” mobile app.

Supervisor

A Supervisor is any user who has the “Housekeeping Board” access permission enabled in Settings.

The Supervisor has access to the complete Housekeeping board and can view all rooms and housekeepers. The Supervisor is the only user who can create and modify room assignments for housekeepers. In addition, they can inspect any cleaning task that requires inspection.

Housekeeper

A Housekeeper is any person registered as a housekeeper under Housekeeping Settings / Team.

If you want to create your team, you can follow the step-by-step instructions in the Housekeeping Module Configuration manual



In the web version, the Housekeeper can view the complete board, including all rooms and the assignments of all housekeepers, but cannot create or modify assignments or perform other management actions.

In the mobile app, the Housekeeper can only view and manage the rooms assigned to them. They cannot create assignments for other housekeepers or perform inspections.

Other Users

An Other User is any user who does not have the “Housekeeping Board” permission enabled and is not registered as a housekeeper under the Team tab.

If the user has access to the Dashboard or Reservation Calendar, they will be able to view the Housekeeping board, but cannot create or modify assignments or perform other management actions.

Notes

• The same person can be both a Supervisor and a Housekeeper. In the web version, they will retain their Supervisor capabilities and will be able to view, move, or reassign any room on the board, even if the room is not assigned to them. In the mobile app, they will only see the rooms assigned to them as a Housekeeper. In both cases, they will retain the ability to inspect cleaning tasks, regardless of whether they have rooms assigned to them.

2. What Is Lobby Staff and How Do You Access It?

Lobby Staff is the work app for your property’s operational staff. You can access it from your mobile browser and install it as an app so it is available directly on your device.

From Lobby Staff, you can access modules such as Housekeeping and manage the day’s cleaning tasks from your mobile phone.

2.1. How to Access Lobby Staff

1. Go to staff.lobbypms.com from your mobile browser.

2. Enter your hotel ID.

3. Select your user.

4. Enter your password.

5. If this is your first time accessing Lobby Staff, you will have the option to install it on your device.

6. Once installed, you will find Lobby Staff among the apps on your mobile phone and can access it directly from there.

Enable Notifications

We recommend allowing Lobby Staff notifications so you can receive alerts about important changes to your Housekeeping tasks.

You can receive notifications when:

2.2. What Can You Do in Housekeeping from Lobby Staff?

From the Housekeeping module, you can manage your cleaning tasks directly from your mobile phone. Depending on your role and the rooms assigned to you, you can:

• View the day’s tasks according to their status: Pending, In Progress, Completed, and Rejected.
  

• Start, pause, and complete the cleaning of a room.

• Complete the checklist defined for each cleaning task.

• View or add a comment.

• Report incidents found while cleaning a room.

3. What Will You See Before the Day’s Tasks Are Assigned?

Before starting the Housekeeping workday, the information available will depend on whether you access Housekeeping from Lobby Staff or the LobbyPMS web version, as well as your assigned role.

3.1. From Lobby Staff

Before the day’s assignments have been created, all users — Supervisors, Housekeepers, and Other Users — will see the same screen indicating that the assignments have not yet been created.

Once the Supervisor starts the day and selects the work mode, the information displayed in Lobby Staff will change depending on the user’s role and the tasks available to them.

3.2. From the Web Version

From the Dashboard or the Reservation Calendar, you can view the most recently recorded room statuses, even if the Housekeeping workday has not yet started.

What Will a Supervisor See?

If you have Supervisor permissions, you can view the status in which the rooms were left the previous day and will have the option to start the day without a team directly from these views.

If you need to start the day with a team, you must do so from the Housekeeping module, where you can select the housekeepers and define how assignments will be made. To learn more about this process, refer to the “Housekeeping Assignment, Monitoring, and Reports Manual.”

In addition, if you try to perform an action on a room before starting the day, LobbyPMS will display a confirmation window asking whether you want to start the day without a team before continuing.

What Will a Housekeeper or Other User See?

If you are a Housekeeper or another type of user without Supervisor permissions, you can view the status in which the rooms were left the previous day from the Dashboard or Reservation Calendar.

4. Day Started 

4.1 Day Started Without a Team

When the Housekeeping day is started without a team, rooms are available to be managed without being assigned to a specific Housekeeper. The available actions will depend on the user’s role and whether they access Housekeeping from the web version or Lobby Staff.

4.2 Day Started With a Team

When the Housekeeping day is started with a team, rooms are assigned to the Housekeepers selected for that day. The available actions will depend on the user’s role and whether they access Housekeeping from the web version or Lobby Staff. 

4.3 What Can You Do Based on Your Role and Access?

4.3.1 From the Web Version

Supervisor

From the Board or Columns views, the Supervisor can directly manage cleaning tasks and perform the following actions:

• Change the cleaning status of a room, for example, from Dirty to Cleaning or from Clean to Inspected.
• Change the cleaning type between Checkout Cleaning, Daily Cleaning, or Guest Request.
• View the history of changes made to a task.
• Close incidents reported during operations.
  
• Start / Complete an Inspection
• Reject a Cleaning Task when the room does not meet the expected conditions.
• Mark All Rooms as Dirty.
• Mark All Rooms as Clean.
• Clear Assignments to remove housekeepers previously assigned to the tasks.
  
  
• Reassign Tasks from one room to another Housekeeper when the workload needs to be reorganized (only when the day is started with a team).

Housekeeper or Other User

From the web version, Housekeepers and Other Users can view the board and check room statuses, but they cannot modify tasks or perform actions on them.

4.3.2 From Lobby Staff

Supervisor

From Lobby Staff, the Supervisor can manage cleaning tasks directly from a mobile phone. They can:

• Start, pause, and complete a cleaning task.
• View and complete the task checklist.
• Report an incident found during cleaning.
• View or add comments to the task.
• Start and confirm an inspection.
• During an inspection, mark the room as still dirty if they determine that it needs to be cleaned again.

Housekeeper

When the day is operated without a team, a Housekeeper can manage the available tasks from Lobby Staff and:

• Start, pause, and complete a cleaning task.
• View and complete the task checklist.
• Report an incident found during cleaning.
• View or add comments to the task.

The Housekeeper cannot perform inspections.

Other User

Users who are neither Supervisors nor Housekeepers cannot access the Housekeeping module from Lobby Staff.

5. Viewing Cleaning Status in the Calendar and Reservation

A room’s cleaning status can also be viewed outside the Housekeeping module, directly from the Reservation Calendar and the reservation details.

5.1. Cleaning Status in the Calendar

In the Reservation Calendar, the cleaning status of each room is displayed on the left-hand side, next to the room name.

The statuses are identified by an abbreviation and a color:

• DI – Dirty: red.
• IP – Cleaning: yellow.
• CL – Clean: blue.
• IN – Inspected: green.

This information allows you to quickly identify the current status of each room without having to access the Housekeeping module.

5.2. Cleaning Status in the Reservation Details

When you open the details of a reservation, you will find a banner at the top displaying the cleaning status of the assigned room.

This allows you to quickly check whether the room is Dirty, Cleaning, Clean, or Inspected while managing the reservation.

6. Reporting and Managing Incidents

Incidents allow you to record and track situations found while cleaning a room that require additional attention.

How to Report an Incident

From Lobby Staff, once you start cleaning a room, you will find the option to report an incident associated with the task.

You can also report an incident when the cleaning time exceeds the established target, allowing you to document any situation that may have affected the duration of the task.

How to Identify an Incident

When a Housekeeper reports an incident, you can identify it from different areas of LobbyPMS:

• In the Housekeeping module, from the Columns view, you can see any incidents that are still pending.
  
  
   
• A task will be created in the Dashboard to make it easier to track and manage the incident.
  
• En Chat Center > Difusión se generará un anuncio informando sobre la incidencia reportada.
  
  

Supervisor

How to View and Resolve an Incident

1. From the Housekeeping module, open the cleaning task details for the room. There, you can view information related to any incidents reported while the task was being performed.

2. From the Columns view, go to Today’s Alerts > Active Incidents and select Mark as Resolved.

3. From the Dashboard, go to Tasks, click the three-dot menu on the task, and select Save as Completed.

7. Room Inspection

An inspection allows you to verify that a room has been properly prepared after cleaning is completed.

To inspect a room, the following conditions must be met:

• The room must have a Clean status.
• You must be a user with the Supervisor role.
• The room must be configured to require an inspection.

Inspections can be performed from both the LobbyPMS web version and Lobby Staff.

How to Inspect a Room

1. Find a room with a Clean status.
2. Open the task details.
3. Select the option to start the inspection.
4. Check that the room meets the expected conditions.
5. If everything is correct, confirm the inspection to complete the process.

What to Do if the Cleaning Is Not Satisfactory

If you identify during the inspection that the room requires adjustments, you can reject the cleaning task.

When rejecting it, you must provide the reason for rejection so it is recorded and the team can identify what needs to be corrected before a new inspection is performed.

8. What to Do if the Guest Declines Cleaning

When a room is occupied and the guest indicates that they do not want cleaning service, you can record the decline directly from the Housekeeping task.

To do so:

1. Open the task details for the room.
2. Click “Guest Declined Cleaning.”
3. Enter the reason for the decline.
4. Click “Confirm” to save the information.

This will create a record showing that the cleaning was not performed at the guest’s request, and the team will be able to review the reason provided later.

Do You Need Additional Help?

If you have any questions about this feature, remember that you can contact us using the blue support button located in the bottom-right corner of your LobbyPMS account.