revised planning and_organising in housekeeping
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  • 1. PLANNING ANDPLANNING AND ORGANISINGORGANISING THE HOUSEKEEPINGTHE HOUSEKEEPING DEPARTMENTDEPARTMENTDESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar
  • 2. ORGANIZATIONAL STRUCTURE  Organization is the process of identifying and grouping the work to performed  A organization chart is a schematic representation of the relationship between position within the establishment, which shows where each position fits
  • 3. Different organization chart  Small Hotel  Medium Hotel  Large hotel
  • 4. SMALL HOTEL HOUSEKEEPER LINEN ROOM ATTENDANT HEAD ROOM ATTENDANT HEAD HOUSEPERSON PUBLIC AREA HOUSEKEEPING SUPERVISOR HELPERS ROOM ATTENDANT HOUSEPERSON HOUSEPERSON
  • 5. MEDIUM HOTEL EXECUTIVE HOUSEKEEPER ASSISTANT HOUSEKEEPER FLOOR SUPERVISOR PUBLIC AREA SUPERVISOR LINEN ROOM SUPERVISOR DESK CONTROL SUPERVISOR ROOM ATTENDANT HOUSEPERSON CLOAK ROOM ATTENDANT HOUSEPERSONS LINEN & UNIFOR SUPERVISOR TAILORS
  • 6. LARGE HOTEL EX. HOUSEKEEPER LINEN/ UNIFORM SUPERVISOR DESK CONTROL SUPERVISOR FLOOR SUPERVISOR NIGHT SUPERVISOR ASST. HOUSEKEEPER PUBLIC AREA SUPERVISOR HORTICULTURIST LAUNDRY M TAILOR UPHOLSTERERS ATTENDANTS STOREKEEPERS VALET/ RUNNER ROOM ATTENDANTS HOUSEPERSONS NIGHT ROOM ATTENDANTS HEAD HOUSEPERSON CLOAK ROOM ATTENDANT HOUSEPERSONS HEAD GARDENER FLORIST ASST FLORIST GARDENERS LAUNDRY SUPERVIS PRES WA
  • 7. HK PERSONNELHK PERSONNEL  Executive housekeeperExecutive housekeeper  Deputy housekeeperDeputy housekeeper  Assistant housekeeperAssistant housekeeper  Floor supervisorFloor supervisor  Public area supervisorPublic area supervisor  Night supervisorNight supervisor  Linen room supervisorLinen room supervisor  Uniform room supervisorUniform room supervisor  Linen room attendantLinen room attendant  StorekeeperStorekeeper  Control Desk supervisorControl Desk supervisor  Room attendantRoom attendant  Head house personsHead house persons
  • 8. HK PersonnelHK Personnel  House portersHouse porters  Tailor , Seamstress & UpholsterersTailor , Seamstress & Upholsterers  Cloak room attendantCloak room attendant  HorticulturistHorticulturist  Head gardenerHead gardener  GardenerGardener  FloristFlorist  Laundry ManagerLaundry Manager  Laundry supervisorLaundry supervisor  Dry – cleanerDry – cleaner  WasherWasher  Laundry workersLaundry workers  PressmenPressmen  Valet / runnerValet / runner
  • 9. EXECUTIVE HOEUSEKEEPEREXECUTIVE HOEUSEKEEPER  Reports to GeneralReports to General Manager or the ResidentManager or the Resident Manager or the RoomManager or the Room Division ManagerDivision Manager  Organize, Supervise, andOrganize, Supervise, and Coordinate the work ofCoordinate the work of housekeeping personnelhousekeeping personnel on day- to day basison day- to day basis  Ensure the excellence inEnsure the excellence in housekeeping sanitation,housekeeping sanitation, safety, comfort , andsafety, comfort , and asthetics for the hotelasthetics for the hotel Arpita SrivastavaArpita Srivastava -Student of IIHM, 1998 Batch-Student of IIHM, 1998 Batch presently the Executive Housekeeper of Holidaypresently the Executive Housekeeper of Holiday Inn, Edinburgh, UK.Inn, Edinburgh, UK.
  • 10.  Work on dutyWork on duty Roster andRoster and supervise thesupervise the discipline anddiscipline and conduct of herconduct of her staffstaff  Keep properKeep proper communicationcommunication within thewithin the departmentdepartment through meetingsthrough meetings  Hire newHire new employees, warnemployees, warn the employeesthe employees when necessarywhen necessary  Counsel theCounsel the employeesemployees  Motivate her staffMotivate her staff
  • 11.  Maintain and establishedMaintain and established the hotel standardthe hotel standard  New procedure andNew procedure and techniques aretechniques are implementedimplemented  Maintain an inventory forMaintain an inventory for all thingsall things  Maintenance are organizedMaintenance are organized  Deal with lost propertyDeal with lost property  Provision of proper uniformProvision of proper uniform  Offer suggestion to HRDOffer suggestion to HRD concerning selection,concerning selection, recruitment, replacement,recruitment, replacement, duty alteration and so onduty alteration and so on
  • 12.  Organize and SuperviseOrganize and Supervise on the job, and off theon the job, and off the job trainingjob training  Relationship betweenRelationship between maintenance andmaintenance and housekeepinghousekeeping  Check the reports fileCheck the reports file and the registeredand the registered maintainedmaintained  Responsible forResponsible for redecoration andredecoration and refurbishing of rooms ,refurbishing of rooms , lobbies, and so onlobbies, and so on  Make the budget andMake the budget and control itcontrol it
  • 13. ASSISTANT HOUSEKEEPERASSISTANT HOUSEKEEPER  Responsible for the efficient and orderlyResponsible for the efficient and orderly management of cleaning, servicing andmanagement of cleaning, servicing and repairingrepairing  Responsible for hotel linen and check itsResponsible for hotel linen and check its movements and its distribution to attendantmovements and its distribution to attendant  Keep an inventory of all housekeepingKeep an inventory of all housekeeping suppliessupplies  Assist the room attendant in their workAssist the room attendant in their work  Provide front office with list of ready roomsProvide front office with list of ready rooms
  • 14.  Arrange the flower arrangementArrange the flower arrangement  Arrange the training of staff inArrange the training of staff in absence of Executiveabsence of Executive housekeeperhousekeeper  Update records books, files andUpdate records books, files and registerregister  Check the VIP and OOO roomsCheck the VIP and OOO rooms
  • 15. TailorTailor  All sewing and mending work of linenAll sewing and mending work of linen and uniform is done by himand uniform is done by him
  • 16. Room AttendantRoom Attendant  Servicing of guest rooms ( 10 to 14)Servicing of guest rooms ( 10 to 14)  Cleaning of corridorsCleaning of corridors  Exchanging linenExchanging linen  Attending guest request andAttending guest request and complaintscomplaints  Reporting to floor supervisorReporting to floor supervisor
  • 17. HorticulturistHorticulturist  SupervisingSupervising  Guest request/ flower shopGuest request/ flower shop  Flower budgetingFlower budgeting  Training & RecruitmentTraining & Recruitment
  • 18. HorticulturistHorticulturist  LandscapingLandscaping  Flower room inchargeFlower room incharge  Public area flower arrangementPublic area flower arrangement  Taking care of potted plantsTaking care of potted plants  Flower room requisition forFlower room requisition for equipments and materialsequipments and materials  Providing flower to restaurant andProviding flower to restaurant and banquetsbanquets
  • 19. Spotters / PresserSpotters / Presser Stain removal - spotterStain removal - spotter  Ironing job - PresserIroning job - Presser
  • 20. ValetValet  Collecting guest laundryCollecting guest laundry  Delivering guest laundryDelivering guest laundry  Attending to guest requestAttending to guest request
  • 21. Laundry managerLaundry manager  Incharge of entire laundryIncharge of entire laundry  Co-ordinate & control linen roomCo-ordinate & control linen room  Should have proper knowledge ofShould have proper knowledge of machines & chemicals & their usagemachines & chemicals & their usage
  • 22. Uniform Room AttendantUniform Room Attendant  To assist the supervisorTo assist the supervisor  Issuing of linen & uniformsIssuing of linen & uniforms  Receiving of linen & uniformsReceiving of linen & uniforms  Checking of linen and uniformsChecking of linen and uniforms  Gives linen to tailor for repairingGives linen to tailor for repairing  All physical work is done by himAll physical work is done by him
  • 23. Dry cleaning SupervisorDry cleaning Supervisor  Incharge of Dry cleaningIncharge of Dry cleaning  Through knowledge of fabric,Through knowledge of fabric, machine & chemicalsmachine & chemicals  Knowledge about pressing & variousKnowledge about pressing & various Pressing machinesPressing machines
  • 24.  Link between management & staffLink between management & staff  Checking of groomingChecking of grooming  Briefing & Debriefing of linen maidsBriefing & Debriefing of linen maids  Discarding linenDiscarding linen
  • 25. Linen Room SupervisorLinen Room Supervisor  Operation of linen roomOperation of linen room  Maintaining cleanliness standard ofMaintaining cleanliness standard of linen Roomlinen Room  Co-ordination with the laundry for anCo-ordination with the laundry for an efficient servicesefficient services  Incharge of linen ExchangeIncharge of linen Exchange  Inventory control of linenInventory control of linen  Maintaining & updating the registersMaintaining & updating the registers of linen roomof linen room
  • 26.  Handle night StoreHandle night Store  Handle keysHandle keys  Incharge of Extra cleaningIncharge of Extra cleaning  Briefing of housemenBriefing of housemen  Checking groomingChecking grooming
  • 27. Night SupervisorNight Supervisor  Supervising all duties during night shiftSupervising all duties during night shift  Handle Guest Request & complaintsHandle Guest Request & complaints  Co-ordinates with all other departmentsCo-ordinates with all other departments  Clears late departures & early morningClears late departures & early morning departuredeparture  Supervises Pest control at NightSupervises Pest control at Night  Prepares night cleaning schedulePrepares night cleaning schedule  Providing evening services for late check inProviding evening services for late check in
  • 28. Evening SupervisorEvening Supervisor  Checking of Departure roomsChecking of Departure rooms  Checking of Public AreasChecking of Public Areas  Checking of log entriesChecking of log entries  Ensuring Night service doneEnsuring Night service done  Handing over to night supervisorHanding over to night supervisor
  • 29. Desk Control SupervisorDesk Control Supervisor  Taking guest callsTaking guest calls  Transferring Guest Request to the staff toTransferring Guest Request to the staff to get it doneget it done  Compilation of Room status ReportCompilation of Room status Report  Co-ordination with front DeskCo-ordination with front Desk  Co-ordination with maintenance for JobCo-ordination with maintenance for Job orderorder  Maintaining RegisterMaintaining Register  Handling lost & foundHandling lost & found  Handling KeysHandling Keys  Updating SchedulesUpdating Schedules
  • 30. Cont. Floor supervisorCont. Floor supervisor  Preparing Room Status ReportPreparing Room Status Report  Checking GroomingChecking Grooming  Briefing of room attendantsBriefing of room attendants  Floor Pantry OperationsFloor Pantry Operations  Floor stock takingFloor stock taking  Floor store managementFloor store management  Laundry Management of FloorLaundry Management of Floor
  • 31. Floor SupervisorFloor Supervisor  Inspection of Guest roomInspection of Guest room  Releasing Room to Front OfficeReleasing Room to Front Office  Job Order- preparationJob Order- preparation  Issuing pass keysIssuing pass keys  Guest Request & ComplaintsGuest Request & Complaints  Lost & FoundLost & Found  Complimentary itemsComplimentary items  Courtesy callsCourtesy calls
  • 32. Public Area SupervisorPublic Area Supervisor  Preparation of Job orderPreparation of Job order  Supervision of the Public AreaSupervision of the Public Area  Checking of GroomingChecking of Grooming  Briefing & DebriefingBriefing & Debriefing  Employee DisputesEmployee Disputes  Guest requestGuest request  Extra Cleaning Schedules- spring clgExtra Cleaning Schedules- spring clg  Pest controlPest control  Flower arrangementFlower arrangement  Weekly store RequisitionWeekly store Requisition  Collection of weekly storesCollection of weekly stores
  • 33. LAYOUT OF A HK DEPARTMENTLAYOUT OF A HK DEPARTMENT FLORIST’S ROOM HOUSEKEEP ING SUPPLY STORE DESK CONTROL ROOM LOST & FOUND ROOM SECRETARY’S ROOM EXECUTIVE HK’S ROOM SEWING ROOM LINEN STORE ROOM LINEN & UNIFORM ROOM WITH EMPLOYEE EXCHANGE COUNTER LAUNDRY HORTICULTUR E EQUIPMENT ROOM HEAVY EQUIPMENT STORE
  • 34. VARIOUS SECTION OF HKVARIOUS SECTION OF HK DEPARTMENTDEPARTMENT  Executive Housekeeper’s cabinExecutive Housekeeper’s cabin  Secretary’s cabinSecretary’s cabin  Desk control roomDesk control room  Lost –and – found sectionLost –and – found section  Housekeeping storesHousekeeping stores  Heavy equipment storeHeavy equipment store  Horticulture equipment roomHorticulture equipment room  Florist’s roomFlorist’s room
  • 35. SectionsSections  Linen and Uniform roomLinen and Uniform room  Linen storeLinen store  Sewing roomSewing room  Floor pantry / Maid’s serviceFloor pantry / Maid’s service roomroom
  • 36. Executive Housekeepers’s cabinExecutive Housekeepers’s cabin Ex. Housekeeper shouldEx. Housekeeper should have independent cabinhave independent cabin It is the administrativeIt is the administrative centre of thecentre of the departmentdepartment A glass panelled officeA glass panelled office with blinds to providewith blinds to provide privacy when meetingsprivacy when meetings are heldare held The cabin should haveThe cabin should have one entry cum exist soone entry cum exist so that it is under thethat it is under the control of secretarycontrol of secretary The room should haveThe room should have cupboards with lockscupboards with locks
  • 37. Secretary’s cabinSecretary’s cabin  A smaller cabinA smaller cabin should beshould be providedprovided  To control theTo control the movement intomovement into thethe housekeepershousekeepers cabincabin  Storage area isStorage area is essential in theessential in the secretary’s roomsecretary’s room
  • 38. Desk Control RoomDesk Control Room  This is theThis is the communication hubcommunication hub of the housekeepingof the housekeeping departmentdepartment  It is 24 hoursIt is 24 hours workingworking  It should be adjoinIt should be adjoin to Ex housekeeperto Ex housekeeper cabincabin  All staff report andAll staff report and end their shift in thisend their shift in this pointpoint  It has a large noticeIt has a large notice board to pin up theboard to pin up the information for staffinformation for staff  More than oneMore than one telephone is presenttelephone is present  Storage shelves forStorage shelves for register and filesregister and files
  • 39. Lost & Found sectionLost & Found section This area is set asideThis area is set aside in the desk controlin the desk control roomroom Away from high trafficAway from high traffic areasareas A cupboard with goodA cupboard with good locking should belocking should be provided for storingprovided for storing the lost & foundthe lost & found articlesarticles
  • 40. Housekeeping StoreHousekeeping Store This room store itemsThis room store items such as cleaningsuch as cleaning supplies, guestsupplies, guest supplies, and so onsupplies, and so on They are issued onThey are issued on daily basisdaily basis They should beThey should be cleaned , dry, andcleaned , dry, and securely lockedsecurely locked
  • 41. Heavy EquipmHeavy Equipmentent StoreStore  This is a room to storeThis is a room to store bulky equipment andbulky equipment and item such as vacuumitem such as vacuum cleaner, carpet shampoocleaner, carpet shampoo machines, ladder, roll-machines, ladder, roll- way beds andway beds and mattressesmattresses  It should be a clean, dryIt should be a clean, dry and cool room that canand cool room that can be locked when not inbe locked when not in useuse
  • 42. Horticulture equipment RoomHorticulture equipment Room  This room is used for theThis room is used for the storage of gardeningstorage of gardening implements such asimplements such as rakes, spades, lawnrakes, spades, lawn mowers, pot , pails,mowers, pot , pails, water hoses and seedswater hoses and seeds  It should be near to theIt should be near to the garden area and shouldgarden area and should have its doors kepthave its doors kept lockedlocked  The size of the roomThe size of the room depends on thedepends on the landscape arealandscape area
  • 43. Florist’s roomFlorist’s room  This should be air-This should be air- conditioned room toconditioned room to keep flowers freshkeep flowers fresh for the flowerfor the flower arrangementarrangement required by the hotelrequired by the hotel  It should have aIt should have a work table ,work table , counters, sink,counters, sink, adequate wateradequate water supply, andsupply, and cupboard to storecupboard to store equipment,equipment, container, wirecontainer, wire cables and othercables and other accessoriesaccessories
  • 44. Linen & Uniform roomLinen & Uniform room  This is the room whereThis is the room where the linen in circulationthe linen in circulation is stored for issue whenis stored for issue when received from thereceived from the laundrylaundry  The room also stocksThe room also stocks the uniformsthe uniforms  It should be situatedIt should be situated next to the laundrynext to the laundry  The room should beThe room should be large, secure, airy, andlarge, secure, airy, and free from humidityfree from humidity  There should beThere should be adequate shelves &adequate shelves & racks to stock the linenracks to stock the linen and hanging facilitiesand hanging facilities for uniformfor uniform
  • 45. Linen StoreLinen Store  This room storesThis room stores stocks of new linenstocks of new linen and uniforms,and uniforms,  It also stocks fabricIt also stocks fabric and materials forand materials for soft furnishing,soft furnishing, linen, uniform tolinen, uniform to stitchedstitched  The stock should beThe stock should be enough to replenishenough to replenish the entire hotelthe entire hotel  The room should beThe room should be cool, well ventilatedcool, well ventilated and free fromand free from dampnessdampness
  • 46. Sewing RoomSewing Room  This room is used forThis room is used for new repair work onnew repair work on linen, uniform and softlinen, uniform and soft furnishingfurnishing  It should be largeIt should be large enough to accommodateenough to accommodate sewing machine, andsewing machine, and ironing table and spaceironing table and space for items to be repairedfor items to be repaired
  • 47. Floor Pantry/ Maid’s service roomFloor Pantry/ Maid’s service room  Though not attached to the department physically, butThough not attached to the department physically, but part of housekeeping departmentpart of housekeeping department  These are located on each guest floor to keep a stockThese are located on each guest floor to keep a stock of linen, guest supplies, and maid’s cart and cleaningof linen, guest supplies, and maid’s cart and cleaning supplies for the particular floorsupplies for the particular floor  The floor pantry should be away from guest view butThe floor pantry should be away from guest view but near the service elevatornear the service elevator  It has shelves and cupboards to storeIt has shelves and cupboards to store
  • 48. Dustbin Racks for storing & cleaning agents Noticeboard onthewall First aid Maid’s cart Racksforstoring Cleaningequipment Racks for storing Cleaning equipment Source of drinking water Wash basin Linen chute Intercom Fire extinguisher LAYOUT OF A FLOOR PANTRY
  • 49. INTER- DEPARTMENTAL RELATIONSHIPINTER- DEPARTMENTAL RELATIONSHIP SALES & MARKETING PERSONNEL PURCHASE STORES FOOD & BEVERAGE SECURITY MAINTENANCE FRONT- OFFICE HOUSE- KEEPING SALES & MARKETING PERSONNEL PURCHASE STORES FOOD & BEVERAGE SECURITY MAINTENANCE FRONT- OFFICE HOUSE- KEEPING
  • 50. COORDINATION WITH FRONT OFFICE  Exchange of information through  Room status report  Expected Arrival & Departure list  Occupancy report  Discrepancy report  VIP Amenities voucher  Room change slip
  • 51.  Uniform issue  Special cleaning schedule  Room under maintenance  Amenities voucher  Group rooming list  VIP in the house  Groups & Crews in the house  Flowers
  • 52. COORDINATION WITH MAINTENANCE DEPARTMENT  It is responsible for engineering facilities which contribute comfort to the guest  Various heads under maintenance work are  Electrical work  Boiler work  Mechanical work  Plumbing work
  • 53.  Civil work  Carpentry work  Routine maintenance  Preventive maintenance  Inspection  Minor correction  Initiation of work order  Scheduled maintenance
  • 54. COORDINATON WITH SECURITY Mainly concerned with the • Prevention of fire • Prevention of thefts • Safe keeping of keys • Lost property • Aware of hazards • Guest privacy • Training session for handling emergency situation
  • 55. COORDINATION WITH FOOD & BEVERAGE DEPT.  It consist of both Service staff and Kitchen staff  Hk with restaurant and banquet halls mainly concerned with Linen & Uniforms  Forthcoming banquet function is conveyed to HK  Room service  HK looks after the Pest control in Restaurant, Kitchens and store  Special cleaning  Staff meals for HK personnel
  • 56. COORDINATION WITH STORES  Availability of day to day necessities of housekeeping  Stocks linen and supplies  Communication through Store Requisition Form
  • 57. COORDINATION WITH PERSONNEL DEPT.  Recruitment of housekeeping staff  Managing their salaries and wages  Addressing indiscipline  Issuing identity card  Running induction programmes  Maintaining locker facilities  Completing income tax formalities
  • 58.  Effecting transfer, Promotion, Appraisals, and exit formalities  Procuring trainees  Organizing training sessions
  • 59. COORDINATION WITH PURCHASE DEPT.  Procures out of stock items for Housekeeping such as Guest Supplies & Amenities Stationery Linen Cleaning Materials and Equipment HK should convey their requirements through advance notice through purchase requisition
  • 60. COORDINATION WITH SALES &MARKETING  Occupancy forecast  Future budgeting  Repeat business  Uniforms  Vice –versa relation with both if the sales person brings the guest and HK does not execute its function with excellence guest will not turn up and if the rooms are well kept, if the sales do not work than in both case occupancy falls.
  • 61. DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com