Housekeepingmanagement

A synopsis of HousekeepingA synopsis of Housekeeping
Management.Management.
Presented By :Mrs. Alka Sharma.Presented By :Mrs. Alka Sharma.
Director Housekeeping,Director Housekeeping,
The Oberoi,The Oberoi,
Mumbai.Mumbai.

Our Mission….Our Mission….
 To grow as the benchmark departmentTo grow as the benchmark department
for The Oberoi chain throughfor The Oberoi chain through
continuous innovation & our constantcontinuous innovation & our constant
quest for excellence. To see thequest for excellence. To see the
competition as our opportunity tocompetition as our opportunity to
emerge as the best practiceemerge as the best practice
department.department.

Our Vision….Our Vision….
 We as, the Housekeeping team shall buildWe as, the Housekeeping team shall build
our future as the best practiceour future as the best practice
department thoroughly by:department thoroughly by:
 Our people who will be recognized forOur people who will be recognized for
their charm & foresight.their charm & foresight.
 Creating & shaping the future OberoiCreating & shaping the future Oberoi
Housekeeping,Housekeeping,
 The atmosphere which is one of care andThe atmosphere which is one of care and
empathy.empathy.

 Continuous & focussed training withContinuous & focussed training with
changing trendschanging trends
 An excellent network of two-way & openAn excellent network of two-way & open
communication.communication.
 A constant aesthetic value add on to ourA constant aesthetic value add on to our
product.product.
 Our emotional connectivity with ourOur emotional connectivity with our
internal and external customers.internal and external customers.

 Striving for our customer’s delight.Striving for our customer’s delight.
 Our conscious & constant effort atOur conscious & constant effort at
controlling wastage & pilferage.controlling wastage & pilferage.
 Creation of professional, productive &Creation of professional, productive &
enjoyable environment.enjoyable environment.
We strive for a participation which isWe strive for a participation which is
without choice & where there is no gainwithout choice & where there is no gain
without pain.without pain.

PA Exec.PA Exec. Linen/UniformLinen/Uniform Flower RoomFlower Room
Room Attendant
Executive HousekeeperExecutive Housekeeper
Asst.. Exec. HousekeeperAsst.. Exec. Housekeeper
Floor ExecFloor Exec
Housemen Fl. Room Att

OPERATIONAL WHEEL
F & BF & B
SERVICESERVICE
FRONTFRONT
OFFICEOFFICE
ENGGENGG
SECURITYSECURITY
K.STEWARDINGK.STEWARDING
ADMINADMIN
SALESSALES F & BF & B
PRODUCTIONPRODUCTION
H.KH.K

Good HousekeepingGood Housekeeping
Practices...Practices...
ProductProduct
processprocess
peoplepeople

Good Housekeeping PracticesGood Housekeeping Practices
The product…beyond compareThe product…beyond compare
 Standards of wattage of lighting in allStandards of wattage of lighting in all
areas .areas .
 Computerized timers for lighting of areas.Computerized timers for lighting of areas.
 New rubberized underlay for the carpetsNew rubberized underlay for the carpets
for better resilience.for better resilience.
 Three level interface between the T.V.Three level interface between the T.V.
(Guestlink), Computer(Fidelio), and(Guestlink), Computer(Fidelio), and
Telephone paging system.Telephone paging system.

 Use of only exotic flowers in all areasUse of only exotic flowers in all areas
like orchids, gerberas, liliums,like orchids, gerberas, liliums,
anthuriums, heliconias, torch lilies etc.anthuriums, heliconias, torch lilies etc.
 Standard lengths of flowers in all theStandard lengths of flowers in all the
all the rooms.all the rooms.
 Usage of Oasis and crystal vases in theUsage of Oasis and crystal vases in the
rooms for arrangements.rooms for arrangements.

 Separate floors for the Ladies .Separate floors for the Ladies .
 Non Smoking Floors.Non Smoking Floors.
 All flower arrangements are made inAll flower arrangements are made in
mind keeping the décor of the areas.mind keeping the décor of the areas.

Product Enhancement….Product Enhancement….
 Choice ofChoice of
magazinemagazine
 Ladies magazineLadies magazine
 Nail polishNail polish
removerremover
 Ladies hangersLadies hangers
with beadswith beads
 Good Night cardGood Night card
with specialwith special
message &message &
flower.flower.
DVD playersDVD players
Fax machinesFax machines
DataportDataport
Interactive TVInteractive TV
ElsafesElsafes
Door beltDoor belt
Shaving MirrorShaving Mirror
Weighing scaleWeighing scale
TorchTorch

 Double showerDouble shower
curtainscurtains
 Qurans with matQurans with mat
and Qiblaand Qibla
 Trinket tray inTrinket tray in
safesafe
 Mysore sandalMysore sandal
soapssoaps
 Cloth pouchesCloth pouches
for soapsfor soaps
Special rooms forSpecial rooms for
the handicappedthe handicapped
Indian duvetIndian duvet
Shoe shineShoe shine
Shopping bagsShopping bags
Message standMessage stand
TimepieceTimepiece

 Oberoi calendarOberoi calendar
 Skirt hangersSkirt hangers
 Coat standsCoat stands
 Coat BrushCoat Brush
 Cane basketsCane baskets
 LoofahLoofah
 Emery boardEmery board
Baby amenitiesBaby amenities
Baby bath robeBaby bath robe
Gifts for childrenGifts for children
Distress kit forDistress kit for
ladies & gentsladies & gents
Oberoi teddyOberoi teddy
bearsbears

 Umbrellas in boxes in all theUmbrellas in boxes in all the
restaurants during the rainy season.restaurants during the rainy season.
 A choice of different pillows to suitA choice of different pillows to suit
his comfort.his comfort.
 Mattresses have a hard and a softMattresses have a hard and a soft
side to them.side to them.

Just the Right People…..Just the Right People…..
 All new arrivals,occasions and farewellsAll new arrivals,occasions and farewells
are celebrated together.are celebrated together.
 Multi-skilling.Multi-skilling.
 Concept of Team Leader leading to a senseConcept of Team Leader leading to a sense
of belongingness.of belongingness.
 Permanent areas allocated to people forPermanent areas allocated to people for
better accountability.better accountability.
 Human Relationship & appreciation.Human Relationship & appreciation.

Just the Right Processes…..Just the Right Processes…..
 A combined meeting of all alliedA combined meeting of all allied
departments like Engineering, Laundry,departments like Engineering, Laundry,
Horticulture on a daily basis.Horticulture on a daily basis.
 Planned Preventive maintenance carriedPlanned Preventive maintenance carried
as per schedule.as per schedule.
 Adoption of unique processes forAdoption of unique processes for
property maintenance like bath tubproperty maintenance like bath tub
cleaning, crystallization of granite,cleaning, crystallization of granite,
descaling of granitedescaling of granite ..

 Use of gloves by Housekeeping &Use of gloves by Housekeeping &
Engineering personnel for betterEngineering personnel for better
hygiene.hygiene.
 Use of discard to sort out the soiledUse of discard to sort out the soiled
linen.linen.
 All linen trolleys are covered beforeAll linen trolleys are covered before
being sent up to the floors.being sent up to the floors.
 Existence for Quality Circles to ensureExistence for Quality Circles to ensure
quality sustenance.quality sustenance.

 All Guest questionnaire feedback which isAll Guest questionnaire feedback which is
mapped into the guest history.mapped into the guest history.
 Weekly maintenance lists made for theWeekly maintenance lists made for the
restaurants and public areas.restaurants and public areas.
 Concept of one Kenfixit per floor who takesConcept of one Kenfixit per floor who takes
care of the floor maintenance.care of the floor maintenance.
 Super room concept.Super room concept.
 Guest Met Slips are madeGuest Met Slips are made

 A well maintained notice board to divulge allA well maintained notice board to divulge all
information.information.
 Best Practices survey carried out on aBest Practices survey carried out on a
regular basis.regular basis.
 BOSS Audit conducted on annual basis.BOSS Audit conducted on annual basis.
 Concept of a Mystery Shopper to ensureConcept of a Mystery Shopper to ensure
quality service.quality service.
 Maintenance and regular updating of GuestMaintenance and regular updating of Guest
History on the computer.History on the computer.

 Personalized service to guests in termsPersonalized service to guests in terms
of “Welcome Back”, “Get Well Soon “,of “Welcome Back”, “Get Well Soon “,
“Happy Birthday” cards and flower“Happy Birthday” cards and flower
arrangements sent to the guest.arrangements sent to the guest.
 Registers maintained for grooming.Registers maintained for grooming.
 Communication with the guest regardingCommunication with the guest regarding
the Lost & Found items within 24 hrs..the Lost & Found items within 24 hrs..

 Building Automation System.Building Automation System.
 All valuable feedback from the guest isAll valuable feedback from the guest is
recorded using the guest met slips.recorded using the guest met slips.
 All rooms are cleared on the telephoneAll rooms are cleared on the telephone
after being serviced through theafter being serviced through the
telephone-Fidelio interface.telephone-Fidelio interface.
 A room history for all roomsA room history for all rooms
maintained for follow up onmaintained for follow up on

 All laundry lists, breakfast cards, andAll laundry lists, breakfast cards, and
guest questionnaires have room numbersguest questionnaires have room numbers
written on them.written on them.
 As a part of relationship management allAs a part of relationship management all
longstays are met in cocktail dinners.longstays are met in cocktail dinners.
 Kashmiri Carpets are washed instead ofKashmiri Carpets are washed instead of
being shampooed.being shampooed.
 Fire equipment testing at regularFire equipment testing at regular
intervals.intervals.

 Daily communication with contractedDaily communication with contracted
personnel in terms of briefings and rounds.personnel in terms of briefings and rounds.
 . Charity functions held for disabled, orphans. Charity functions held for disabled, orphans
or terminally ill children annually.or terminally ill children annually.
 Uniform and linen discards given away toUniform and linen discards given away to
charitable organizations.charitable organizations.
 Differentiation of sponges/towelling dustersDifferentiation of sponges/towelling dusters
to clean the guest room toiletsto clean the guest room toilets..

 State of the art technology used forState of the art technology used for
all the equipmentall the equipment
 Taski Mono Duo 42: forTaski Mono Duo 42: for
carpet/upholstery shampoo,carpet/upholstery shampoo,
 Taski Aqua Mat: for extraction ofTaski Aqua Mat: for extraction of
Carpets,Carpets,
 Vacuum cleaners: Eureka Forbes,Vacuum cleaners: Eureka Forbes,
Taski Baby Bora, Taski Bora, & ModiTaski Baby Bora, Taski Bora, & Modi
HooverHoover

TrainingTraining
 No. of man days of training budgetedNo. of man days of training budgeted
 Yearly technical & behavioral trainingYearly technical & behavioral training
schedule has been made.schedule has been made.
 Cross training of the people in alliedCross training of the people in allied
departments.departments.
 Housekeeping personnel taken onHousekeeping personnel taken on
hotel awareness rounds regularly.hotel awareness rounds regularly.

TrainingTraining
 PDTs & KRAs are set for all duringPDTs & KRAs are set for all during
appraisals.appraisals.
 .Behavioral & Technical training.Behavioral & Technical training
imparted to people like:imparted to people like:
 Personality Development Classes,Personality Development Classes,
 Language speaking classes,Language speaking classes,
 Time and Motion study,Time and Motion study,

Welfare & AdministrationWelfare & Administration
 People welfare and motivational activitiesPeople welfare and motivational activities
carried out like:carried out like:
 Employee of the Month,Employee of the Month,
 Departmental Picnics,Departmental Picnics,
 Birthday Celebrations,Birthday Celebrations,
 I Take Charge.I Take Charge.
 Manning Ratio maintained at 1: 1.5 .Manning Ratio maintained at 1: 1.5 .
 Appreciation of any good job done in publicAppreciation of any good job done in public

Outsourcing ManagementOutsourcing Management
 Rationalization of manpower byRationalization of manpower by
outsourcing Gardens and Horticulture,outsourcing Gardens and Horticulture,
Shopping arcade cleaning, OuterShopping arcade cleaning, Outer
Periphery clg., Chandelier, UpholsteryPeriphery clg., Chandelier, Upholstery
clg. etc.clg. etc.

Linen RoomLinen Room
 Records for the weekly discards areRecords for the weekly discards are
maintained in the registersmaintained in the registers
 Chute timings are fixed which helps inChute timings are fixed which helps in
optimizing the load on laundryoptimizing the load on laundry
machines.machines.
 Discards are used to make dustersDiscards are used to make dusters
and mop covers.and mop covers.
 Uniforms are always kept on hangersUniforms are always kept on hangers
with names written and never folded.with names written and never folded.

Linen RoomLinen Room
 All linen items are tagged beforeAll linen items are tagged before
putting into circulation.putting into circulation.
 Life span of the linen & uniform isLife span of the linen & uniform is
analyzed & measured on a weeklyanalyzed & measured on a weekly
basis.basis.

LaundryLaundry
 90% of the Guest Laundry is90% of the Guest Laundry is
delivered before 5:00p.m..delivered before 5:00p.m..
 Mending of clothes which come forMending of clothes which come for
the laundry is complimentary.the laundry is complimentary.
 Each and every guest article in theEach and every guest article in the
laundry is checked before packing andlaundry is checked before packing and
delivery.delivery.
 All F&B linen is tumble dried beforeAll F&B linen is tumble dried before
pressing for a better finish.pressing for a better finish.

LaundryLaundry
 All linen life cycle is analyzed beforeAll linen life cycle is analyzed before
putting into circulation.putting into circulation.
 All dosages for the chemicals areAll dosages for the chemicals are
standardized as well as thestandardized as well as the
processes.processes.
 Water testing of the laundry is doneWater testing of the laundry is done
on a weekly basis for better producton a weekly basis for better product
quality.quality.
 Laundry testing of all items is done atLaundry testing of all items is done at
the receiving stage itself.

LaundryLaundry
 All guest belonging is checked for lost &All guest belonging is checked for lost &
found/damages before processing.found/damages before processing.
 New dry Cleaning Machine; RealstarNew dry Cleaning Machine; Realstar
(Italian) make with 10kg capacity.(Italian) make with 10kg capacity.
 33% lesser energy consumption,33% lesser energy consumption,
 Emission free solvent used,Emission free solvent used,
 Solvent flow can be seen from the front.Solvent flow can be seen from the front.

The Bottomline is…..The Bottomline is…..
 A guest spends the greater part of theA guest spends the greater part of the
day in a hotel within the Guest room!!!!day in a hotel within the Guest room!!!!
 Housekeeping directly contributes toHousekeeping directly contributes to
making this stay highly memorable leadingmaking this stay highly memorable leading
to improved guest satisfaction, repeatto improved guest satisfaction, repeat
visits, reduced guest retention costs andvisits, reduced guest retention costs and
improved profitability.improved profitability.

More About us…..More About us…..
 Housekeeping is an integral and preciousHousekeeping is an integral and precious
component of accommodations divisioncomponent of accommodations division
directly contributing to 65% of thedirectly contributing to 65% of the
Hotel’s daily revenue vis-à-vis F&B which isHotel’s daily revenue vis-à-vis F&B which is
35%.35%.
 OBJECTIVEOBJECTIVE : To highlight and strengthen: To highlight and strengthen
all aspects of housekeeping managementall aspects of housekeeping management
contributing to profitability.contributing to profitability.

Food for thought….Food for thought….
 Cost control is the key to success.Cost control is the key to success.
 Who’s responsible for the quality andWho’s responsible for the quality and
cost control part of your hotel….???cost control part of your hotel….???
 …….the answer is “Your housekeeping.the answer is “Your housekeeping
Team”.Team”.

Some Facts….Some Facts….
 Housekeeping provides immenseHousekeeping provides immense
potential in terms of the company’spotential in terms of the company’s
existing resources.existing resources.
 It has a direct control of 10% of theIt has a direct control of 10% of the
manpower, 90% of the revenue, 46%manpower, 90% of the revenue, 46%
expenditure(payroll-10%, R&M- 30%,expenditure(payroll-10%, R&M- 30%,
Stores-50%), and 50% of theStores-50%), and 50% of the
materials i.e. company’s assets.materials i.e. company’s assets.

Cost ControlCost Control
 Costs incurred are controlled by:Costs incurred are controlled by:
 Recycling flowers,Recycling flowers,
 Weekly Management Tool,Weekly Management Tool,
 Rooms taken Out of Service during lowRooms taken Out of Service during low
occupancy when the AC is kept on low, and nooccupancy when the AC is kept on low, and no
flowers are kept in the guest roomsflowers are kept in the guest rooms
 All under repair rooms are stripped of entireAll under repair rooms are stripped of entire
linen to control laundry costs.linen to control laundry costs.
 All paper stationary is reused for backAll paper stationary is reused for back ofof

Revenue Management…..Revenue Management…..
 Various Budgets required to run theVarious Budgets required to run the
operation successfully:operation successfully:
 Guest Supplies,Guest Supplies,
 Cleaning Supplies ,Cleaning Supplies ,
 Upholstery,Upholstery,
 Uniform,Uniform,
 Linen,Linen,
 Carpets,Carpets,
 Capital expenditure.Capital expenditure.

Revenue Management…..Revenue Management…..
 Flower and Decoration,Flower and Decoration,
 Horticulture,Horticulture,
 Contracts,Contracts,
 Phasing,Phasing,
 R&M.R&M.

WHAT IS BUDGET ?
Budget is the forecast of the futureBudget is the forecast of the future
needs of the departmentneeds of the department
It is a management tool to keep a properIt is a management tool to keep a proper
balance between income and expenditurebalance between income and expenditure

BudgetsBudgets
CapexCapex PersonnelPersonnel ContractsContracts RevenueRevenue
Cleaning suppliesCleaning supplies
Guest supplies.Guest supplies.
Salaries & wagesSalaries & wages
Linen & uniformLinen & uniform
FurnishingFurnishing
EquipmentEquipment
FurnitureFurniture
CapitalCapital

Begin from the beginning….Begin from the beginning….
 EstimateEstimate
 The occupancy per annum,The occupancy per annum,
 Occupied room nights per annum,Occupied room nights per annum,
 Past budget,Past budget,
 previous consumption patterns,previous consumption patterns,
 Political & economic scenario,Political & economic scenario,
 Natural calamitiesNatural calamities

 Changing customer needs,Changing customer needs,
 Competition and product enhancement,Competition and product enhancement,
 New technology,New technology,
 Renovation and project work,Renovation and project work,
 stock in store,stock in store,
 Lead time,Lead time,
 Slow and non-moving items in store,Slow and non-moving items in store,
 No. of changesNo. of changes

 Off and on season period,Off and on season period,
 Pending orders with the supplier,Pending orders with the supplier,
 Size and age of the property,Size and age of the property,
 Improving quality standards,Improving quality standards,

How many to recruit….How many to recruit….
 For a 50 room hotel….For a 50 room hotel….
 Morning shiftMorning shift
 4 room attendants,4 room attendants,
 2 housemen,2 housemen,
 1 executive1 executive
 Afternoon shiftAfternoon shift
 2 room attendants,2 room attendants,
 2 housemen,2 housemen,
 1 supervisor1 supervisor

How many to recruit….How many to recruit….
 Night shiftNight shift
 1 room attendant,1 room attendant,
 1houseman1houseman
 2 relievers,2 relievers,
 1 leave reliever1 leave reliever
 Total strength 19Total strength 19
 manning ratio 1:0.38manning ratio 1:0.38

 Paper covers are used for suit covers forPaper covers are used for suit covers for
laundry delivery.laundry delivery.
 All chemicals used in the laundry areAll chemicals used in the laundry are
environment friendly.environment friendly.
 Waste water from the laundry is treatedWaste water from the laundry is treated
before letting out.before letting out.
 No melamine polish is used for any of theNo melamine polish is used for any of the
furniture.furniture.
Our care for Planet Earth….Our care for Planet Earth….

 Electrical energy conservation by usingElectrical energy conservation by using
energy saving bulbs.energy saving bulbs.
 Treated water is used for watering theTreated water is used for watering the
plants in the gardens.plants in the gardens.
 For controlling pests baiting is doneFor controlling pests baiting is done
instead of spraying areas.instead of spraying areas.
 Tent card for linen reuse.Tent card for linen reuse.

 Wet & dry garbage is sorted out at theWet & dry garbage is sorted out at the
floors before disposing .floors before disposing .
 Business kits are made of recycled paper.Business kits are made of recycled paper.
 No plastic is used:No plastic is used:
 laundry bags are made of cloth,laundry bags are made of cloth,
 Laundry is delivered in cane baskets,Laundry is delivered in cane baskets,
 Paper shopping bagsPaper shopping bags
 Newspaper bags made of clothNewspaper bags made of cloth

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