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CHAPTER 1 - Housekeeping Operations.pptx
- 1. HMPE 1 Instructor: JESSICA A. EBDANE HOUSEKEEPING OPERATIONS
- 2. CHAPTER 1: ORGANIZING THE HOUSEKEEPING JOB Learning Outcomes: 1.Help to prepare students to meet the challenges associated with the Housekeeping department. 2.Provide an overview of the key issues of housekeeping and maintenance Management 3.To understand the theoretical and practical knowledge that constitutes the work of housekeeping.
- 3. INTRODUCTION: The word “Housekeeping” refers to the upkeep and maintenance of cleanliness and order in a house or a lodging establishment such as an inn, hotel, apartment, condominium, resort, dormitory, or a hospital. A housekeeper is responsible for administering housekeeping maintenance and for ensuring that everything is in order. She sees to it that all occupants are comfortable, safe, and protected from disease-causing bacteria. Housekeeping jobs among commercial establishments are more complex to manage than those in the house. With a lot of guests to attend to, the housekeeping responsibilities in hotels, resorts, and other commercial lodging houses are distributed to several sections of the housekeeping department. There is a section that attends to the maintenance of guestrooms; another one to public areas while a separate unit takes of linen and laundry services
- 4. TYPES OF HOUSEKEEPING 1. DOMESTIC HOUSEKEEPING – refers to housekeeping maintenance in a house. It covers bedrooms, kitchen, dining, receiving area, grounds and the surrounding areas within the house. 2. INSTITUTIONAL HOUSEKEEPING – applies to housekeeping maintenance in commercial lodging establishment like hotels, resorts, inns and apartels.
- 5. INSTITUTIONAL HOUSEKEEPING USUALLY COVERS THE FOLLOWING AREAS: • Guestrooms • Hallways and corridors • Lobby • Public areas and restaurants • Offices • Stairways • Grounds and Plants • Linen and laundry area • Pest Control
- 6. SCOPE OF HOUSEKEEPING MAINTENANCE 1. Maintenance of Public Areas to include: - Lobby - Corridors - Function Rooms - Offices - Grounds and Landscapes - Reception Area - Hallways - Other areas for public use 2. Rooms Maintenance, covering: - Guestrooms - Hallways in guestroom areas - Service Operation - Linen Room 3. Linen and Laundry Service, servicing: - Guest Laundry - Uniform of staff - Linen used for food/ beverage operations 4. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture and appliances. 5. Pest Control
- 7. HOUSEKEEPING ORGANIZATION Housekeeping operations in most hotels fall under the Rooms Division. In some establishments, it is a sub- section under the Facilities Maintenance Department. The set up and work distribution varies among hotels and other establishments. taking into consideration the size of the company and the volume of work to be done.
- 8. Figure 1 Organizational Chart of the Housekeeping Department (For Large Establishments)
- 9. Figure 2 Organizational Chart of Housekeeping Section (For Smaller Establishments)
- 10. STANDARDS OF GOOD HOUSEKEEPING 1.Cleanliness 2.Orderliness 3.Sanitation 4.Guests and the Client’s Comfort 5.Eye appeal 6.Safety 7.Materials Control and Preventive Maintenance 8.Guest Relations
- 11. END.
Editor's Notes
- Housekeeping is often one of the most neglected areas of operations among hotels, resorts, and many lodging establishments. With the limited knowledge of many staff on housekeeping standards and procedures, a lot of unsound housekeeping practices remain uncorrected. Bacteria and pests proliferate, making occupants vulnerable to various forms of illness. Furniture and fixtures that are not properly cleaned and maintained will have a shorter life span. Improper housekeeping also contributes to safety hazards that could endanger the lives of occupants. The management shall be held liable for any disease or accident emanating from poor housekeeping maintenance. It can result in a loss of reputation and patronage, or worst, a loss of business license. Proper housekeeping therefore must be given serious attention for a hospitality establishment to sustain its reputation and patronage.
- In a hotel or resort, the Housekeeping job is distributed to various sub sections. There is a section for Rooms Maintenance, another one for Public areas, and a separate section for Linen and Laundry Service. Each section is headed by a section head like a Head Houseman for Public Area, Rooms Keeping supervisor for guestroom maintenance and a Linen and Laundry supervisor for the linen and laundry service. All these section heads report to the Housekeeping Manager who acts as department head. Among smaller establishments with fewer guestrooms and public areas to be serviced, the Housekeeping Unit may just be a small section instead of a department, headed by a Housekeeping supervisor, assisted by an Assistant Housekeeper who takes over in case the supervisor is not around. All housekeeping staff report directly to the Housekeeping supervisor.
- EXECUTIVE MANAGERS….. An executive housekeeper, coordinates between housekeeping crews to inspect assigned areas to ensure standards are met. An executive housekeeper manages many priorities and demands and is able to solve problems, support staff, as well as perform the duties of a housekeeper when required. Rooms Keeping Supervisor…. A Housekeeping Supervisor is responsible for ensuring that the standards of cleanliness are met. They assign tasks, inspect work to ensure it's up to standard, and provide training on how to best handle customers' requests. Public Area Supervisor…. Public Area Supervisor is responsible for providing consistent housekeeping service to guest rooms, balconies, bathrooms, restaurants, public areas and circulatory areas that meets the hotel's standards of cleanliness and presentation. Linen & Laundry… Supervises and evaluates the work of laundry, linen, and sewing room employees; effectively recommends personnel actions related to selection, disciplinary procedures, performance, leaves of absence, grievances, work schedules and assignments, and administers personnel and related policies and procedures.
- Cleanliness All areas are immaculately clean, corner to corner, top to bottom, including surfaces. Closets, cabinets and storage areas are also kept clean. Furniture and fixtures are properly dusted, doorknobs and metal fixtures are polished with the right metal polish. Windows and glass panels are dusted and polished. Grounds are free of liters and dirt. 2. Orderliness Facilities and fixtures are properly arranged and installed in their appropriate location. Room amenities are properly installed in appropriate location. Beds in guestrooms are made up properly, linen are mitered and wrinkle free. 3. Sanitation The whole area is free from all sources of bacterial contamination such as un-disposed garbage and leftover, stagnant water, etc. Wet garbage containers are underlined with plastic liner and covered; trash and waste are disposed regularly. All items for personal use of guests and which come in contact with the body like linen, cutleries, glasses are sanitized with sanitizing detergents to protect guests/ users from bacterial contamination. Glasses that are installed in guestrooms are covered or wrapped in to protect them from dust and contamination. All areas inside the building are protected from pest infestation and are regularly fumigated. Cleaning and disinfecting tools are stored away from food. Chemicals are labelled and stored away from food 4. Guests and Client’s Comfort Rooms are properly ventilated and lighted. Guests are not disturbed by noise and other forms of distractions. There are sufficient amenities for the comfort of guests like linen, toilet tissues, soap dispenser with liquid soap, drinking glass, etc. 5. Eye Appeal Ambiance is soothing to the eyes, not dim or dull. There is a suitable interior design and proper blending of colors. No eyesore can be found at the front of the house like lobby, hallways, reception areas, etc. Wall decors are posted at eye level. 6. Safety Offices, conference rooms, social hall and public areas are free from safety hazards like open electrical outlet, dangling wires, damaged tiles, slippery floors and broken chairs. Guestrooms are checked for safety hazards during the room check. Safety hazards are corrected before they can cause injury or accident. Building is provided with all required safety facilities like ventilated fire exits, emergency alarm, fire extinguisher / hoses safety signs. Safety standards prescribed under the building code are strictly enforced. Safety instructions during emergencies are available in guestrooms. The hotel or any building is prepared for any emergency, has a well-organized safety or emergency procedures and brigade. All staffs are trained on emergency procedures. 7. Materials Control and Preventive Maintenance There is a designated budget for supplies and materials. – Consumption of supplies is always monitored. Excessive consumption is determined and reported. Par stock requirements are established and maintained; regular requisitions are made. All tools and equipment are stored safely in their appropriate storage. Chemicals are diluted properly and used sparingly. - Regular cleaning and check up of equipment is undertaken. Housekeepers are trained on the proper use and maintenance of equipment, chemicals and supplies. Negligence and recklessness of staff in the use of equipment and supplies that results to damages or accident are reported and subjected to disciplinary action. 8. Guest Relations Requests and concerns of house guests and clients are given prompt and proper attention. Staff exhibit warm and pleasant disposition in dealing with guests. Tact and courtesy is observed in dealing with customer complaints. Customer feedback is solicited to determine guests satisfaction. Customer feedback and concerns are logged down and discussed for corrective action during meetings. Staff expresses warm appreciation and gratitude for guest patronage. Customer needs and concerns are promptly and properly attended. There is accurate and appropriate response to inquiries / requests. Service providers go out of their way to render extra service to guests. - Guests with special problems like sick, intoxicated one and others are given necessary assistance and support.