Chapter 1 : Introduction of Housekeeping Department
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Chapter 1 : Introduction of Housekeeping Department

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Chapter 1 : Introduction of Housekeeping Department Chapter 1 : Introduction of Housekeeping Department Presentation Transcript

  • 03/04/14
  • 1.0 Introduction  Housekeeping is the management of household affairs.  Means we are dealing with maintaining a clean and comfortable environment in the premises.  In other word, it is the housekeeping task to ensure the guest needs and preferences to comfort and security are fulfilled.
  • 1.1 STRUCTURE OF HOUSEKEEPING DEPARTMENT a) Structure of Housekeeping Department for large property/luxury hotel. EXECUTIVE HOUSEKEEPER ASSISTANT ROOM SUPERVISOR ROOM ATTENDANT HOUSEMEN PUBLIC AREA SUPERVISOR PUBLIC AREA ATTENDENT LAUNDRY SUPERVISOR LAUNDRY ATTENDENT LINEN SUPERVISOR LINEN MAID
  • b) Structure of Housekeeping Department for small property/economy hotel. EXECUTIVE HOUSEKEEPER ASSISTANT EXECUTIVE HOUSEKEEPER FLOOR SUPERVISOR MAIDS LINEN ROOM SUPERVISOR LINEN ROOM CLERK PUBLIC AREA SUPERVISOR MAIDS
  • 1.2 MISSION OF HOUSEKEEPING DEPARTMENT Mission is a continuing task or responsibility to be performed by a group of people.  Provide a clean interior to upgrade room sales: - increase the hotel revenue if they are cleaned properly - well maintained by the housekeeping department  Protect the owner’s investment: - maintain the life expectancy of all interior design in the premise. - to develop effective cleaning practices. - to train housekeeping to do the cleaning job to meet this mission.
  • 1.3 JOB DESCRIPTION & JOB SPECIFICATION 1.3.1 JOB SPECIFICATION Executive housekeeper/director of housekeeping Assistant housekeeper • Responsible and accountable for cleanliness, maintenance & aesthetic upkeep of the hotel. • Managed to resources given by the EH to achieve the common objectives of cleanliness, maintenance & attractiveness in a given shift.
  • Room supervisor • Responsible for seeing that the crews of attendant complete their assignments properly. • Also communicate with Front Desk regarding any special instructions for guest room not already noted on the assignments sheets. Floor supervisor • Responsible of the guest floor attached to him or she in a shift • scope includes guest room, corridors, staircases, and floor pantries of the allocated floor. Public area supervisor • Responsible cleanliness, maintenance, and attractiveness of all areas. • Ex: bars, restaurant, swimming pool & car park areas.
  • Room attendent • Also known as chambermaids or room boys. • The actual cleaning of guest room & bathroom allocated to them. • Report any repairs in guest room, any damaged by staff or guest & any suspected theft of hotel property. Clean carpets, wash wall, remove trash and recycling, care for floors and clean high and hardto-reach areas. • May work as linen runners whose main job is to take soiled linen from the guest room floors & transport clean linen, as needed to the room attendants on the floors. • Houseman/house attendant
  • Public area attendant Night supervisor Linen room supervisor • Referred to as a lobby attendant, cleans the public spaces of the property. • All areas used by the guests inside the property other than the guest rooms. • Assigned to back of the house areas • To be able to handle any aspect of housekeeping at night. • Responsible and accountable at night for smooth housekeeping. • He or she is a non-management person solely responsible for the acquisition, storage, issuance and cleanliness of linen. • Huge task is to keep track of all linen types.
  • • Assist the supervisor by actually issuing linen Linen room attendant / and filling such records as necessary. Laundry attendant • Perform some laundering task in the hotel that has On-Premise laundry (OPL) Uniform room supervisor Uniform room attendant / Laundry attendant • Providing clean serviceable uniforms to the staff of the hotel. • Keep an inventory control on various uniforms at various stages of use. • Issuing of uniforms while receiving soiled uniforms for onward transmission to the laundry. • He or she can sometimes do the laundering task in the hotel.
  • Laundry manager • Responsible for all laundry operation. • Make sure that the laundry is operating efficiently. Seamstress • Fabricated a variety of items, from draperies to bed covering and uniform. • Responsible mending & repairing fabric item. Clerical staff • Answering phone and relaying messages, assist with other matters regarding office operation.
  • 1.4 AREAS OF HOUSEKEEPING DEPARTMENT RESPONSBILITIES
  • HOUSEKEEPING HOUSEKEEPING DEPARTMENT AREAS DEPARTMENT AREAS ROOM ROOM -SUITE -SUITE -DELUXE -DELUXE -SUPERIOR -SUPERIOR PUBLIC AREA PUBLIC AREA -ENTRANCE -ENTRANCE -LOBBY -LOBBY -FRONTDESK -FRONTDESK CORRIDOR CORRIDOR OTHER AREAS OTHER AREAS -DINING AREA -DINING AREA -BANQUET -BANQUET AND AND CONFERENCE CONFERENCE -SALES AND -SALES AND ADMINISTRATION ADMINISTRATION OFFICE OFFICE -PARKING AND -PARKING AND FRONT AREA FRONT AREA
  • ROOM      The most important element for housekeeping department. A suite consists of two or more rooms and may have more than one bedroom, or extra rooms such as kitchenette or conference room. Deluxe room represents maximum rate charged by the hotel for a regular size sleeping room.Thus, offers the best available location in the hotel with the best view, the highest level of comfort, furnishing and decor. Superior room represents the moderate or medium rate charged by the hotel.Althought, its usually located on the ground floor with an acceptable view and may include a double, queen or king bed. Standard room represents the hotels minimum rate for a regular size sleeping room.Althought, consist of one or more double beds, a queen or two queen beds.Thus, offer at least attractive view and convenient location in the hotel.
  • The Housekeeping Responsibilities ROOM CLEANING BATHROOM CLEANING HOUSEKEEPING HOUSEKEEPING RESPONSIBILITIES RESPONSIBILITIES (ROOM) (ROOM) BED MAKING GUEST’S LAUNDRY SERVICE ROOM SERVICE
  • PUBLIC AREA     HOUSEKEEPING DEPARTMENT RESPONSIBILITIES. MAKE SURE THAT GUEST’S EXPECTATIONS OF CLEANLINESS ARE MET. KNOWN AS FRONT OF THE HOUSE,WHICH INCLUDES ENTRACE,LOBBY,FRONT DESK,CORRIDOR AND LIFT OR ELEVATOR. MUST LOOK THEIR BEST AT ALL TIMES.
  • The Public Area Responsibilities WORKABLE SCHEDULES CONDUCTING REGULAR INSPECTIONS PUBLIC AREA PUBLIC AREA RESPONSIBILITIES RESPONSIBILITIES PROVIDING TOOLS & EQUIPMENT CONTRACT CLEANING
  • Workable Schedules       The day shift for public area concentrates on neat and appearance. Early morning shift starts at 4.00 a.m 5.00 a.m. Depends on the hotel area and category. The scheduling is generally based on labor analysis. Tools and equipment provided by public area cleaning are carts or trolley, cleaning tools and vacuum provide by the management. Some of vacuum provided by housekeeping are piggyback vacuum, ride on vacuum, wet and dry vacuum and many more.
  • Contract Cleaning      Important in order to control labor and equipment costs. Outside cleaning company hired to do tasks that would require effective training or specialized equipment. Exucutive housekeeper consider some factors such as costs, type of equipment and the effectiveness of the equipment to determine hiring decision. Housekeeping department is responsible in making accurate decision for public area operations. Housekeeping department should consider the advantages and disadvatages of contract cleaning.
  • Providing Tools and Equipment    Tools and equipment are important to public area operation. It makes the cleaning operation faster and easier. The public are is responsible on providing tools and equipment for cleaning operations.
  • Conducting Regular Inspections       Must be carried out at public areas. Inspections are important in order to make sure all areas are in good condition. The inspections areas include lobby, toilet, entrace, corridor, lift, etc. Important to determind that all designed tasks were complete and done correctly during shifts. Repairs, cleanliness and replacement are also carried up. Toilets, sinks and waste paper baskets are inspected to.
  • Other Areas DINING AREA BANQUET & CONFERENCE ROOM SALES & ADMINISTRATION OFFICE RECREATIONA L AREA PARKING AND FRONT AREA
  • There some operational activities in other areas that are under the responsibilities of Housekeeping.It includes  Daily cleaning.  Special cleaning projects.  Night Cleaning Assignments.  General cleaning.
  • Daily Cleaning   Housekeeping is responsible for daily cleaning activities in dining, parking and front and recreational areas. The daily cleaning activities are stain removal, linen supply, dealing with spills, vacuuming and carpet shampooing.
  • Special Cleaning Projects   Special cleaning assignments are added on a rotating basis to each night’s work. Activities for special cleaning project involves: 1. 2. 3. 4. 5. Mirror and chrome polishing. Sink polishing. Tiles scrubbing and polishing. Entrance cleaning. Wash cubicle doors and partition.
  • Night Cleaning Assignments   Night cleaning assignment must be carried out after the outlet is closed.Normally, from 10 p.m to 2 p.m. For upscale hotels, which have 24 hours dining outlets, the cleaning must be done during slow period (from 2 a.m to 5 a.m).
  • General Cleaning -Require daily or weekly cleaning.Some tasks are done once a month or twice a year. -General cleaning focus on : Assigning Monthly Tasks Vacuum upholstered furniture or fittings Wax lamp bases and decorative items Wash and polish all wood and non wood furnishings Wash and polish all clear glass except windows(daily cleaning ). Wash and spot clean walls. Polish marble floor. Scrub and wash tiles in public restroom.
  • FUNCTIONS OF HOUSEKEEPING DEPARTMENT   Providing clean comfortable and safe surrounding Maintaining a “house”  ▸organized will approach and technical understanding to enable Housekeeping Department to cope with the volume of work Obtaining optimal room sale ▸room can be sold over and over again ▸ensures optimal room sales to obtain maximum profit  Fulfilling guest’s preferences ▸the criteria by which each guest decides whether room is good or bad is strictly personal and Housekeeping Department will tries their best to fulfilling guest preferences as best as they can  Creating appealing and desirable room ▸ensures that the basic human needs of comfort and security are also taken care of. ▸giving a guest a desirable room, has a direct connection on the guest experience in a hotel
  • FUNCTIONS OF HOUSEKEEPING DEPARTMENT  Developing effective cleaning practices ▸Executive Housekeeper’s need to protect this investment and maximize the life expectancy of all interior design elements by developing effective cleaning practices and training staff to out these efficiently.  Maintaining property’s interior ▸ensures that property interior’s continue to look and operate like new as long as possible. carry
  • T H A N K Y O U