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Housekeeping department manager
Housekeeping department manager is responsible for supervising and controlling the work of: Ø Executive housekeeper Ø Assistant housekeeper Ø Uniform room supervisor Ø Uniform room attendants Ø Floor supervisor Ø Public area supervisor Ø Room attendants Ø Houseman Ø Head houseman Ø Desk control supervisor Ø Nigh supervisor ØHorticulturist ØHead gardener and gardeners
Housekeeping’s responsibilities Cleaning: * Guestrooms * Corridors * Public areas such as lobby and public restrooms * Pool, sauna and patio area * Management office * Storage areas * Linen and sewing rooms * Laundry room * Back of the house areas e. g. employee locker rooms * Meeting rooms * Dining rooms * Banquet rooms * Exhibition halls * Game rooms * Exercise rooms e. g. fitness room, gym
Housekeeping’s responsibilities (not directly responsible for cleaning) * Kitchen * Maintenance department * Front desk Management functions of executive housekeeper ü Planning ü Organizing ü Coordinating ü Controlling ü Evaluating
Planning • • • Inventory list Frequency schedules Performing standards Productivity standards. Equipment and supply inventory levels HSKP department’s operating budget The duties of a hotel housekeeper are probably the most important duties that take place in a hotel on a daily basis. If the housekeeper has not done her job to expectations, the hotel could lose business. Hotel guests expect their rooms to be cleaned with the utmost accuracy and attention to detail. The cleanliness of a hotel is the key selling factor.
Starting the Workday At the beginning of each workday, a hotel housekeeper will refill her wheeled cart with fresh bath towels, hand towels, wash cloths, fitted sheets, flat sheets, pillow cases and any other linens required in each room. She will also refill her cleaning supplies as well as her stock of coffee and other amenities that are often left in guest rooms. Stripping the Room The first part to cleaning a vacant hotel guest room is stripping the room, which consists of pulling all the blankets, linens and pillows off of all the beds in the room in which the housekeeper is currently working. She will also take all the used towels, wash cloths and other bathing linens out of the bathroom. She will then have to ensure that these used linens get to the laundry to be properly washed for reuse. Garbage Every hotel room has at least one garbage can in the room. The housekeeper will have to empty the garbage can(s) in the room and replace the can liners with fresh, unused liners. Before emptying the room trash, the housekeeper will generally clean up any garbage lying around the room, such as tissues, candy wrappers or other trash items the guest may have left in the room. Making the Beds Each hotel will have a specific style and way to make the beds in the room. This style may be different between bed sizes. The housekeeper will make each bed in the room according to the style mandated by the hotel. A fresh set of bed sheets and pillowcases is used to make the bed for the next occupant. Bathroom The guest room bathroom gets some much-deserved attention. After each guest checks out of the room, the housekeeper will thoroughly clean the toilet, sink, bathing area and floor of the bathroom with industrial cleaner. The guest bathroom is particularly important as this is the area often filled with germs. There should not be a single inch left untouched in the bathroom, including the walls. Dusting The room itself will receive a complete dusting from the furniture to the lamp shades. Each item--including lamps, TV, phone and alarm clock among others--is checked to be sure it is in proper working order. Amenities such as soap, shampoo and coffee are restocked throughout the room. Finishing Touches After the housekeeper completes all of the above, she will then vacuum the room. Many hotels will use air freshener before informing the front desk staff that the room is clean and available for the next guest.
Productivity standards o 1 step Determine how long it should take to clean 1 guestroom according to the department’s performance standards Approximately 20 minutes o 2 step Determine the total shift time in minutes 8 hours * 60 minutes = 480 minutes o 3 step Determine the time available for guestroom cleaning Total shift tome – 480 minutes Beginning of shift duties – 20 minutes Morning break – 15 minutes Afternoon break – 15 minutes End of shift duties – 20 minutes Time available for guestroom cleaning 410 minutes o 4 step Determine the productivity standards by dividing the result of the 3 by the result of step 1. 410 minutes / 20 minutes = 20. 5 guestrooms per 8 hour shift.
Equipment and supply “Inventory levels” § Recycled inventories: Items which are recycled during the course of hotel operations. E. g. linens, some quest supplies (irons, ironing boards, cribs, etc. ) , room attendant carts, vacuum cleaners, carpet shampooers, floor buffers § Par number: Par refers to the standard number of items that must be on hand to support daily, routine housekeeping operations. E. g. one par of linens is the total number of items needed to all the hotel guestrooms once, two par items is the total number of items needed to the hotel guestrooms twice and so on. § Non-recycled inventories: Items that are consumed or used during routine activities of the housekeeping department e. g. cleaning supplies, guestroom supplies.
Equipment and supply “Inventory levels” § Minimum quantity: Is the fewest number of purchase units that should be in stock at any time. The inventory should never fall below the minimum quantity. § Maximum quantity: Is the greatest number of purchase units that should be in stock at any time. It must be consistent with available storage space and must not be so high that large amount of cash is tied up.
Organizing Refers to the executive housekeeper’s responsibility to structure the department’s staff to divide the work so that everyone gets a fair assignment and all the work can be finished on time. The major areas within the department are; v Housekeeper’s office v Desk control room v Linen room, Linen uniform room v Uniform room v Tailors room v Lost and found section v Floor pantries and heavy equipment stores.
Organizing v Housekeeper’s office This is the main administration center for the department. It must be an independent cabin to provide the housekeeper with silence to plan out her work and held her meetings. It should be a glass paneled office so as to give her a view of what is happening outside her office. v Desk control room (DCR) This is the main communication center of housekeeping. It is from here all information is sent out and received concerning the department. The DCR should have a desk with a telephone and a computer. It should have a large notice board for the staff schedules and day-t-day instructions. Here is also the point where all staff report for duty and check out at the duty end. It would be next to housekeeper’s office.
Organizing v Linen room This is the room where current linen is stored for issue and receipt. The linen room should have a counter across which the exchange of linen takes place. The room should be next to the laundry so that the supply of linen to and form laundry is quick and smooth. v Linen uniform room This room stores the stock of new linen and uniforms. These stocks are only touched when the current uniforms an linens is circulation falls short to damage or loss. Large hotels may have enough space for an independent uniform store in addition to a linen store. v Uniform room This room stock the uniforms in current use. This room must have enough hanging space.
Organizing v Tailors room This room is kept for house tailors who attend to the stitching and mending work of linen and uniforms. v Lost and found section This should be a small secure space with a cupboard to store all guests articles that are lost and may be claimed later. v Floor pantries Each guest floor must have a floor pantry to keep a supply of linen, guest supplies and cleaning supplies for the floor. It is the housekeeping nerve center for that floor in circulation. It should be near the service elevators and have shelves to stock all linen and other supplies. v Heavy equipment stores This will be a room to store bulky items such as vacuum cleaners, shampoo machines, etc.
Organization Chart for Economy / Limited service hotel Head Houseman Records clerk Room attendants Houseman Room attendants
The department Organization Chart Provide a picture of the lines of authority and the channels of communication within the department. People working in this department are: q Executive housekeeper q Assistant housekeeper q Uniform room supervisor q Uniform room attendants q Floor supervisor q Public area supervisor q Room attendants q Houseman q Head houseman q Desk control supervisor q Nigh supervisor q Horticulturist q Head gardener and gardeners
The department Organization Chart q Executive housekeeper Responsible and accountable for the total cleanliness, maintenance and aesthetic upkeep of the hotel. q Assistant Housekeeper May be one for each shift of a large hotel. She may be the housekeeper of a small hotel or the only deputy to the executive housekeeper of a medium-sized hotel. She manages the resources given by the executive housekeeper to achieve the common objectives of cleanliness, maintenance and attractiveness in a given shift, Her accountability normally ends on the completion of her shift. q Uniform room supervisor A non-management person solely responsible for providing clean serviceable uniforms to the staff of the hotel. In addition, she keeps the inventory control on all uniforms and prepares the budget for them.
The department Organization Chart q Uniform room attendant The uniform supervisor is assisted by attendants who actually do the issue of uniforms while receiving soiled ones to be transferred to the laundry. These attendants are in actual contact with the staff. q Linen room Supervisor A non-management person solely responsible for the purchasing, storage issue and classiness of linen. q Linen room attendant Assists the supervisor by actually issuing linen and filling such records as necessary. q Floor supervisor Responsible for the cleanliness, maintenance and attractiveness for the quest floors attached to her in a shift. Her scope includes guest rooms, corridors, staircases, floor pantries of the assigned floor.
The department Organization Chart q Public area supervisor Responsible for cleanliness, maintenance and attractiveness of all public areas which include restaurants, bars, banquets, gardens, administrative offices, shopping arcade, health club, swimming pool, main entrance and car park areas. q Room attendants The do the actual cleaning of guest rooms and bathrooms assigned to them. They are not responsible for the cleanliness of corridors, quest elevators, or floor pantries. q Houseman Usually do the heavy physical cleaning required in guest room and public areas. Their job would include heavy duty vacuuming, shifting of furniture, cleaning of window panes, mopping, sweeping…
The department Organization Chart q Head Houseman Supervises the work assigned to houseman. In mid-sized hotels he could be the person in charge of housekeeping a night shifts. q Desk Control Supervisor Is the center of information in housekeeping, therefore, is the critical person in housekeeping operations. The housekeeping desk must be managed as a guest and staff will contact this desk to transmit or receive information concerning housekeeping. It is the desk control supervisor who coordinates with the front office for information on departure rooms and handling over cleaned rooms. The desk also receives complaints on maintenance from housekeeping supervisor spread all over of the hotel. q Night supervisor Is special in a manner that would require him or her to be able to handle any aspect on housekeeping at night including desk control operations, issue of linen and uniform in an emergency, etc. Her area of activity includes guest rooms, public areas, linen and uniform rooms. She is solely responsible and accountable at night for smooth housekeeping through her night shift and has large decision-making authority than other supervisors as she is the housekeeping for the night.
The department Organization Chart q Horticulturist Many hotels may contract his work to an outside agency. However, a large hotel may have a horticulturist who not only maintains the gardens of the hotel but also supplies flowers from the garden for interior arrangements. Flowers are used mainly in banquet functions, guest rooms, would have to ensure smooth supply of flowers as well as assist the housekeeper in flower arrangements. q Head gardener Supervises the gardeners in maintaining hotel gardens and keeping them contemporary each season. q Gardeners Does the actual digging, planting, watering, of gardens on a day-to-day basis.
Job List and Job Descriptions q Job list Identifies the task that must be performed be an individual occupying a specific position. It should reflect the total job responsibilities of the employee. Job list should state what the employee must be able to do in order to performed the job. q Job Description Simply ass information to the appropriate job lists. This information may include reporting relationships, additional responsibilities and working conditions, equipment and materials.
Coordinating and Staffing q Coordinating Is the management function of implementing the result of planning and organizing at the level of daily housekeeping activities. Each day, the executive housekeeper must coordinate schedules and work assignment and ensure that the equipment, cleaning supplies, linen etc, are on hand for employees into carry out their assignments. q Staffing Involves recruiting applicants, selecting those best qualified to fill open positions, and scheduling employees to work.
Directing, Controlling and Evaluating q Directing Involves supervising, motivating, training and disciplining individuals who work in the department. q Controlling Refers to the executive housekeeper’s responsibilities to design and implement procedures which protect the hotel’s assets. Assets are anything the hotel owns which has value e. g. keys, linen, supplies, equipment etc. Managers direct people and control things! q Evaluating Is assessing the extent to which planned foals ate attained. One of the most important evaluation tool is the monthly budget reports.