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Housekeeping department (basics)


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Housekeeping department (basics)

  1. 1. Housekeeping Department(I) After you learn it, you are able to tell the organization structure of a housekeeping department; Tell the functions of a housekeeping department; Tell each staff’s job; Deal with the contact with the guest, such as clean room according to guest requirement, supply items, Figure 1-13
  2. 2. Housekeeping Department The most vital department in a hotel; Highest impact on guests; Lowest wages paid; Least respect received.
  3. 3. Housekeeping Org Chart (Medium-sized Hotels) Executive Housekeeper Room Attendants Laundry Houseman Supervisor/ Inspector Public Areas
  4. 4. Housekeeping Org Chart (Large-sized Hotels) Executive Manager Laundry Manager Floor Supervisor Public Areas Manager Room Attendants Housemen Turn-down Service Public Areas Attendants Floor attendantLaundry Dry Cleaning
  5. 5. P52 Housekeeping Department What are chambermaid’s jobs? What are houseman’s jobs? What is laundry and valet service? How to handle lost and found articles? The housekeeping staff must coordinate its activities closely with the front desk, why? Give some examples.
  6. 6. Terms I  Linens: articles traditionally made of linens, but today more often made of –cotton sheets, pillowcases, towels and so forth.  Laundry and valet service: laundry service includes washing and valet service includes dry cleaning and pressing.  Houseman: a hotel employee who does heavy housekeeping chores especially in the public areas of the hotell.  PA: public areas, including the lobby, sidewalks, restaurants, elevators, and public restrooms.
  7. 7. Terms II  Late check-out: a room in which a guest is being allowed to check out later than the hotel’s standard check-out time.  Stay overs: a room in which the guest is scheduled to stay again.  Due-outs: a room from which a guest is expected to check out on a given day who has not yet done so.
  8. 8. Housekeeping Personnel  Supervisors Inspect guestrooms and public areas. Serve as the contact point between the housekeeping department and the front desk.  Housekeepers Responsible for the cleaning and maintenance of guest rooms.  Housemen Transport linens and other supplies to housekeepers.  Laundry Room Personnel Separate, wash, dry, fold, and distribute linens.  Public Area Attendants Clean public areas such as hallways, lobby, restrooms, recreational areas, and banquet reception areas.
  9. 9. The Housekeeping Manager's responsibilities include:  Supporting the Executive Housekeeper in overseeing the day-to-day operation of the department,  Leading and developing Housekeeping associates,  Ensure consistent cleanliness in the rooms and public area,  Provide assistance to any guest inquiries or requests.  Be energetic, self-motivated, and have a passion for giving guests an exceptional experience.
  10. 10. advice to other young aspiring executive housekeepers and professionals:  set one goal at a time. If you set too many, you’ll get discouraged. So set one and follow it through.  always ask questions.  listen. It’s the most effective way to gain intelligence.  keep your eyes open to opportunities.  work hard.  defy adversity and negativity.  never set yourself above your coworkers.  remember that age is only a number.  always ask for additional responsibilites, when you can handle it.
  11. 11. Homework  Each group makes up two dialogues according to the topic. You decide the specific situation.  1. A guest wants you to clean his room at 4:00p.m.  2. a guest calls to ask for a cell phone charger.  Hand it in on Dec. 3.