ITFT - hotel housekeeping


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housekeeping introduction
housekeeping staff
housekeeping task

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  • The text addresses management judgments regarding areas of cleaning responsibility specific to each department, and notes that many hotels have implemented color-coded maps of their properties to facilitate this; the first case study provides the scenario of possible conflicts - in responsibilities for cleaning areas - between Housekeeping Department and other departments (e.g. Food & Beverage / Maintenance Department).
    Decisions about the required number of room attendants is a major responsibility of the Executive Housekeeper. In the section “Employee Scheduling” later, the text discusses differences in how the inexperienced and the experienced Executive Housekeepers establish Room Attendants’ schedules in terms of numbers.
  • Linen is a generic term for guestroom sheets, pillowcases, tablecloths and napkins washed and dried in the laundry area.
    Terry is a generic term for bath towels, hand towels and wash cloths washed and dried in the laundry area.
  • The text emphasizes that Housekeeping Department must have specific, written “Lost and Found” procedures in place; it is one of the Executive Housekeeper’s important jobs to have pre-printed forms, namely, written lost and found procedures, in place to protect guest property until it is declared abandoned.
  • ITFT - hotel housekeeping

    2. 2. Roles of Housekeeping Dept.: Guestrooms Public spaces lobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool & spa areas / employee break rooms & locker rooms / selected meeting & food service areas
    3. 3. Roles of Housekeeping Dept.: Guestrooms (continued…) Clean & Vacant Room vacant, has been cleaned and can be assigned to guest Occupied Room registered to a current guest On-Change Room vacant but not yet cleaned Do not disturb Room is occupied but not yet cleaned, due to guest request not to be disturbed Sleep-out Room reported as occupied, but room was not used, and guest may have left Stay-over Guest will stay in room at least one more night Room status terminology
    4. 4. Roles of Housekeeping Dept.: Guestrooms (continued…) Due-out Guest has indicated that is last day he/she will use room Check-out Guest has departed Out-of- order Room is not rentable, thus not assignable Lock-out Guest’s items still in room, but guest will be denied access until management approval of re- entry Late check- out Guest has requested and has been allowed an extension of regular check out time Room status terminology (continued…)
    5. 5. Roles of Housekeeping Dept: Laundry Laundry areas laundry preparation areas/ laundry supply closets/ guest linen, terry and supplies storage areas Managing “On Premise Laundry (OPL)” and its effective operation Housekeeping Dept. & Executive Housekeeper’s role Laundry often represents one of the hotel’s largest expenses.
    6. 6. Organization Chart for a Housekeeping Department, Large Hotel with In-house Laundry Executive Housekeeper Assistant Supervisor Floor Supervisor Room Attendant – AM Shift Laundry Supervisor Laundry Attendant – AM Shift Room Attendant – PM Shift Laundry Attendant – PM Shift Public Area Attendant
    7. 7. Housekeeping employees are one of the hotel’s largest groups Physical nature of jobs Managing Housekeeping: Safety this group’s accident rates generally the highest in the hotel.thus Equipment & supplies Rule Housekeeping employees should handle only those machinery items and supplies they are properly trained to handle.
    8. 8. Hotel must safeguard mislaid property until rightful owner returns Hotel must hold lost property until rightful owner claims it Hotel not required to find abandoned property’s owner Property left behind in room or found in lobby to be treated as mislaid or lost Establish how long any mislaid/lost property to be held before disposing it Three types of unclaimed property Managing Housekeeping: Lost & Found Law and/or policy requirements: Mislaid property Owner unintentionally has left item(s) behind Lost property Owner unintentionally has left item(s) behind, then forgotten it/them Abandoned property Owner intentionally has left item(s) behind
    9. 9. Date item is returned Owner’s name/ address/ phone Housekeeping Manager returning item Method of return Date property is declared as abandoned Name of hotel employee receiving abandoned property Date item is found Description of item Location where item is found (room #, if applicable) Name of finder Supervisor who receives item Managing Housekeeping: Lost & Found (continued…) When item is found Written report When returned to rightful owner, or disposed of
    10. 10. Collecting Operating an effective “on-premises laundry” is a multi-step process Laundry Delivering Sorting Watching Drying Finishing / Folding
    11. 11. Machineries used in HKeeping Tools:- the picture contains the normal tools namely dry mop, wet mop, squeezing trolleys, mechanical dustpan, glass cleaning kits. The practical training will be given for correct usage & handling of tools.
    12. 12. Machineries used in HKeeping • Single disc scrubbing machine :- This machine normally used to scrub all types of floors & for carpet shampooing also. The practical training of using of machine with different types of brushes & different type of chemicals will be taught to all Hkeepers
    13. 13. Machineries used in HKeeping • Dry vacuum cleaner machine :- This is very vastly used machine.The machine creates vacuum & all garbage suck by different type of nozzles for different applications like cleaning of carpet,chairs,window seals,high sealing etc.The practical training & some part of maintenance will be taught.
    14. 14. Machineries used in HKeeping • Ride & road sweeper :- This machine used to sweep roads & surrounding areas. It works faster & saves a lot of manpower. It normally works on petrol. Practical training of machine & some part of maintenance will be taught.
    15. 15. Consumables used in HKeeping • There are lot of consumables are used, so correct names are not known to Hkeepers so they are not only taught names but how to & where to use properly so the wastage will be less. There are few names are listed in adjacent box. • Tissue paper ;- for cleaning face & hands. • Tissue roll :- for use in toilets • Liquid soap :- for washing hands. • Acid :- To remove stains & stubborn spots. • Taski chemicals like R-1(Small chart is placed in next slide) • Dust pan :- To collect litters & wastage from floors. • Dustbin :- To collect garbage • Brooms :- For sweeping different locations