2. History of Lodging Industry
To lodge means to furnish guests with room or quarters, generally on the temporary
basis.
The excavated ruins or Pompeii in Italy include houses of rest and solace where, as
long ago as 79 A.D.
In Marco Polo’s time, rest areas were strategically placed at a distance of a day’s ride
by caravan.
Polo was able to travel from Vince to the Mongol Empire of Kublai Khan in central
Asia.
3. History of Lodging Industry
Chauccr’s Canterbury Tales, written around 1390 in England described inn-keeping
practices.
Inns a public house that provides lodging for travelers and others. Today the term
implies small hotel.
Hotel derives from the French word ‘Hostel’. The word suggests ‘a more or less
commodious establishment with up-to-date appointments.
Spas offer a wide array of health related services ranging from curative massage and
mud baths to weight-loss programs.
7. Prospects in Lodging Career
Statistics of USA
46000 lodging properties
3.5 million (35 lac) guest rooms per day
65.5% (if actually occupied by guests)
For cleaning 22,92,500 rooms
1,52,833 room attendance (1:12)
8. Types of Lodging Establishments
Generic
Inn
Hotel
Spas
Motel
Resort
9. Types of Lodging Establishments
Commonly Found
Bed and Breakfast Inn
Time-share Condominiums
Cruise Ships
Institutional Lodging Establishment
Casinos
10. Types of Lodging Establishments
By Size
Small: up to 75 rooms
Medium: From 75 to 200 rooms
Large: from 200 to 500 rooms
Very Large: more than 500 rooms
11. Types of Lodging Establishments
By types of Service
Economy: Focus on meeting the basic needs of the traveling public-that is clean and
comfortable room that are not expensive.
Mid-market: Properties offer all the amenities like restaurants, coffee shops, bars,
luggage service, meeting rooms, health club and room service.
Luxury: Properties offer world-class service, which includes any type of convenience
that would be expected by any traveler in any country in the world.
12. Importance of the Housekeeping
Department
Range from very sophisticated to a simple matter
-Critical importance to the success of the property
-Large or very large establishment
-small or medium-sized property
-Challenging, rewarding and adequate springboard
-Difference between working for properties and run by management companies
-Not offer substantial opportunities for advancement
-Expansion nationally and internationally
13. The ROOMS DIVISIONThe ROOMS DIVISION
FIGUREFIGURE: Sample Division Chart of Large Property
General ManagerGeneral Manager
Assistant General
Manager
Food and Beverage
Director
Controller
Human Resource
Director
Sales & Marketing
Director
Rooms Division
Director
Plant
Manager
14. The ROOMS DIVISIONThe ROOMS DIVISION
General ManagerGeneral Manager
Assistant General
Manager
Rooms Division
Director
Front Office
Manager
Manager of
Security
Executive
Housekeeper
Front Desk
Manager
Reservation
Manager
Guest Service
Manager
FIGURE: Sample Department Chart of the Rooms Division
Housekeeping
Manager
Laundry
Manager
15. Interaction between Housekeeping &
other Departments
1.Communication with the Front Office
Night clerk’s room report: Most commonly used definitions are
i. SO= occupied (stay over)
ii. OOO= out-of-order
iii. V= vacant (on charge)
iv. C/O= guest has checked out today
v. EA= early arrival today
vi. R= ready room
16. Interaction between Housekeeping & other
Departments
A. M. guestroom check
i. A guest switches from one room to another and the front office desk neglects to
change its record.
ii. A guest is given the wrong room key by mistake.
iii. The room is used by an unauthorized employee.
iv. The room is sold by the front desk without being recorded, and the money is
pocketed by the clerk.
v. A guest checks in or out between the time the report is made and the check is
conducted.
17. Interaction between Housekeeping &
other Departments
P. M. room check: most common symbols used are:
i. B= slept out
ii. NB= occupied, no baggage
iii. DNO= do-not-disturb sign on door
iv. LO= lock out
18. Interaction between Housekeeping &
other Departments
2.Communication with Maintenance
i. Regular maintenance
ii. Work order form
iii. Second request
iv. Preventive maintenance
v. Maintenance checklist
19. Interaction between Housekeeping &
other Departments
3.Communication with Human Resources
Employee requisition is filled out and sent to human resources to initiate
the process.
20. Interaction between Housekeeping &
other Departments
4.Communication with Food & Beverage
i. Food and beverage is the second major revenue center in the
property after the rooms division.
ii. There must be good cooperation regarding the pickup of room
service material from guestroom areas.
iii. As communication with food and beverage service personnel is
traditionally difficult, efforts must be made to establish good
relationships between departments.
21. Interaction between Housekeeping &
other Departments
5.Communication with Sales and Marketing
i. Selling the products and services offered by the property
ii. Cleanliness is important
iii. Good communication between sales and housekeeping department regarding
customer satisfaction
iv. Specific rooms or suites must be available for inspection to meet planners
22. Interaction between Housekeeping &
other Departments
6.Communication with the Accounting Office
i. Communicating with accounting office is essential while placing orders for
equipment and supplies
ii. Regarding wages and salaries
iii. Accounting with monthly inventory information
23. Key Terms
A. M. guestroom check
Bed-and-breakfast
Casino
Employee requisition
Executive committee
Executive housekeeper
Franchise property
Front office
Hospitality industry
Hotel
Cruise ship
Department head
Economy property
Multi unit chain
Night clerk’s room report
P. M. guestroom check
Preventive maintenance
Regular maintenance
Resort
Revenue generating center
24. Key Terms
Housekeeping department
Independently owned property
Inn
Institutional lodging
Luxury property
Maintenance checklist
Management company
Mid-market property
Motel
Rooms division director
Second request
Spa
Statler Hotels
Support center
Time-share condominiums
Work order form
