Unit 2 - Planning and Organizing the HK department

1. UNIT 2UNIT 2
PLANNING AND ORGANIZINGPLANNING AND ORGANIZING
THE HOUSEKEEPINGTHE HOUSEKEEPING
DEPARTMENTDEPARTMENT
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2. LEARNING OUTCOMESLEARNING OUTCOMES
 Identify typical cleaning responsibilities of the
housekeeping department.
 Describe the tools the housekeeping
department uses to plan its work.
 Explain the executive housekeeper’s role in
organizing the housekeeping department.
 Identify basic management functions of the
executive housekeeper
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3. 3
TYPICAL CLEANINGTYPICAL CLEANING
RESPONSIBILITIES OFTHERESPONSIBILITIES OFTHE
HOUSEKEEPING DEPARTMENTHOUSEKEEPING DEPARTMENT
Basic responsibilities
 Guestrooms
 Corridors
 Public areas
 Pools and patio areas
 Management offices
 Storage areas
 Linen and sewing rooms
 Laundry room
 Back-of-the-house areas
Other responsibilities
• Meeting rooms
• Dining rooms
• Banquet rooms
• Convention exhibit
halls
• Hotel-operated shops
• Game rooms
• Exercise rooms

4. CLEANING ANDCLEANING AND
MAINTAININGMAINTAINING
BACK-OF-THE-HOUSE
 locker rooms
 employee dining rooms
 offices
 halls
 store rooms
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5. HOUSEKEEPING’SHOUSEKEEPING’S
RESPONSIBILITIESRESPONSIBILITIES
EXCEPT ONSİ
not directly responsible for cleaning;
• kitchen
• maintenance department
• swimming pool
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6. MANAGEMENT FUNCTIONSMANAGEMENT FUNCTIONS
OF EXECUTIVE HOUSEKEEPEROF EXECUTIVE HOUSEKEEPER
 Planning
 Organizing
 Coordinating/Staffing
 Directing/Controlling
 Evaluating
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7. THE EXECUTIVETHE EXECUTIVE
HOUSEKEEPER ASHOUSEKEEPER AS
DEPARTMENT HEADDEPARTMENT HEAD
 The executive housekeeper must have good
technical, people, and conceptual skills.
 Other qualifications of executive
housekeepers are the abilities to be effective
in:
 Supervision – Leadership – Communication
 Administration of Power – Delegation

8. MANAGEMENTMANAGEMENT
RESPONSIBILITIES OFTHERESPONSIBILITIES OFTHE
EXECUTIVE HOUSEKEEPEREXECUTIVE HOUSEKEEPER
Some of the management abilities executive
housekeepers must master are:
 Time Management
 Problem Solving
 Total Quality Management (TQM)
 Ethics
 Decision-Making

9. PLANNINGTHEWORK OFTHEPLANNINGTHEWORK OFTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
 Area Inventory List
 Frequency Schedules
 Performance Standards
 Productivity Standards Equipment and Supply
Inventory Levels
 Housekeeping Department’s Operating Budget
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10. BAS C PLANN NGİ İBAS C PLANN NGİ İ
ACT V T ESİ İ İACT V T ESİ İ İ
INITIAL PLANNING
QUESTIONS
1. What items within this area must be
cleaned and maintained?
2. How often must the items within this
area be cleaned or maintained?
3. What must be done in order to clean
or maintain the major items within this
area?
4. How long should it take an employee
to perform an assigned task according
to the department’s performance
standards?
5. What amounts of equipment and
supplied will be needed in order for
the HK staff to meet performance and
productivity standards?
RESULTING
DOCUMENTS
 Area Inventory Lists
 Frequency Schedules
 Performance Standards
 Productivity Standards
 Inventory Levels
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11. AREA CLEANINGAREA CLEANING
INVENTORIES AND CLEANINGINVENTORIES AND CLEANING
FREQUENCY SCHEDULESFREQUENCY SCHEDULES
 Area cleaning inventories consist of a list of
the items that need to be regularly cleaned
and maintained in each zone of housekeeping
responsibility.
 The cleaning frequency schedule establishes
the frequency for cleaning and maintenance of
each item.
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12. 12

13. 13

14. PRODUCT V TY STANDARDİ İPRODUCT V TY STANDARDİ İ
WORKSHEETWORKSHEET
 Step 1
Determine how long it should take to clean one
guestroom according to the department’s
performance standards.
Approximately 27 minutes
PS: Since performance standards change from property to
property, this figure is used as an example. It is not a
suggested time figure for cleaning guestrooms.
 Step 2
Determine the total shift time in minutes
8 hours × 60 minutes = 480 minutes
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15. PRODUCTIVITY STANDARDPRODUCTIVITY STANDARD
WORKSHEETWORKSHEET cont’d
 Step 3
Determine the time available for guestroom cleaning.
Total Shift Time.........................................480 minutes
Less:
Beginning-of-Shift Duties.................. 20 minutes
Morning Break.................................... 15 minutes
Afternoon Break................................. 15 minutes
End-of-Shift Duties............................ 20 minutes
Time Available for Guestroom Cleaning...410 minutes
 Step 4
Determine the productivity standard by dividing the result
of Step 3 by the result of Step 1.
410 minutes / 27 minutes = 15.2 guestrooms per 8 hour shift
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16. EQUIPMENT AND SUPPLYEQUIPMENT AND SUPPLY
“INVENTORY LEVELS”“INVENTORY LEVELS”
 Recycled Inventories: items which are
recycled during the course of hotel
operations.
 Par Number: Par refers to the standard number of
items that must be on hand to support daily,
routine housekeeping operations.
 E.g. one par of linens is the total number of items
needed to outfit all the hotel guestrooms once; two par
items is the total number of items needed to outfit all
the hotel guestrooms twice and so on.
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17. EQUIPMENT AND SUPPLYEQUIPMENT AND SUPPLY
“INVENTORY LEVELS”“INVENTORY LEVELS” cont’d
 Non-recycled inventories: items that are
consumed or used up during routine activities of the
housekeeping department
 Minimum Quantity: is the fewest number of purchase
units that should be in stock at any time. The inventory
should never fall below the minimum quantity.
 Maximum Quantity: is the greatest number of purchase
units that should be in stock at any time. It must be
consistent with available storage space and must not be so
high that large amounts of cash is tied up.
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18. TYPES OF INVENTORY ITEMSTYPES OF INVENTORY ITEMS
 Recycled Inventories
Linens
Equipment items
Guest supplies
 Non-recycled inventories
Cleaning supplies
Guestroom supplies
Guest amenities
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19. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
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20. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
 Organizing refers to the executive
housekeeper’s responsibility to structure the
department’s staff and to divide the work so that
everyone gets a fair assignment and all the work can
be finished on time.
 The major areas within the department are:
Housekeeper’s Office, Desk Control Room, Linen
Room, Linen Uniform Room, Uniform Room,Tailors
Room, Lost and Found Section, Floor Pantries, and
Heavy Equipment Stores.

21. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
Housekeeper’s Office
This is the main administration center for the department.
It must be an independent room to provide the Housekeeper
with silence to plan out her work and held her meetings.
It should be a glass panelled office so as to give her a view of
what is happening outside her office.
Desk Control Room
This is the main communication center of housekeeping.
It is from here that all information is sent out and received
concerning the department.
Usually has a desk with a telephone and a computer; a large
notice board for the staff schedules and day-to-day instructions

22. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
Linen Room
This is the room where current linen is stored for issue
and receipt.
Usually has a counter across which the exchange of linen
takes place.
The room should be next to the laundry so that the
supply of linen to and from laundry is quick and smooth.
Linen Uniform Room
This room stores the stocks of new linen and uniforms.
These stocks are only touched when the current uniforms
and linens in circulation falls short due to damage or loss.

23. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
Uniform Room
This room stocks the uniforms in current use.
This room must have enough hanging space.
Lost and Found Section
This should be a small secure space with a cupboard
to store all guest articles that are lost and may be
claimed later.
Heavy Equipment Stores
This will be a room to store bulky items such as
vacuum cleaners, shampoo machines, etc.

24. ORGANIZINGTHEORGANIZINGTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
Floor Pantries
Each guest floor must have a floor pantry to keep a
supply of linen, guest supplies and cleaning supplies for
the floor.
It should keep linen for that floor in circulation.
it should be near the service elevators and have
shelves to stock all linen and other supplies.

25. ORGAN ZAT ON CHART FOR Aİ İORGAN ZAT ON CHART FOR Aİ İ
SMALL ECONOMY/L M TED-İ İSMALL ECONOMY/L M TED-İ İ
SERV CE HOTELİSERV CE HOTELİ
Head Houseperson
Records and
Payroll Clerk
Room
Attendants
Houseperson
Laundry
Attendant
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26. ORGANIZATION CHART OFORGANIZATION CHART OF
HOUSEKEEPING DEPARTMENT IN AHOUSEKEEPING DEPARTMENT IN A
MEDIUM SIZED HOTELMEDIUM SIZED HOTEL
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27. ORGAN ZAT ON CHART FOR Aİ İORGAN ZAT ON CHART FOR Aİ İ
LARGELARGE
M D-RANGE-SERV CE HOTELİ İM D-RANGE-SERV CE HOTELİ İ
Executive Housekeepr
Assistant
Executive Housekeepr
Records and
Payroll Clerk
Linen/Uniform
Room
Supervisor
Training
Supervisor
Night Cleaning
Supervisor
Laundry
Supervisor
Housekeepr
Rooms
Manager
Housekeeper
Public
Space
Manager
Desk Control
Supervisor
Linen Room
Attendants
Uniform
Room
Attendants
Tailor
Night
Cleaners
Laundry
Attendants
A.M. Floor
Supervisors
P. M. Floor
Supervisors
Head
Houseperson
Room
Attendants
Room
Attendants
Houseperson
Public Space
Supervisor
Projects
Supervisor
Public Space
Attendants
Project
Cleaners
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28. TASK LISTS & JOBTASK LISTS & JOB
DESCRIPTIONSDESCRIPTIONS
 A task list identifies the tasks that must be
performed by an individual occupying a specific
position within the department.
 The tasks on the list should reflect the total job
responsibilities of the employee.
 The list should not be a detailed breakdown of the
procedures that the employee will follow in carrying out
each task
 List should state what the employee must be able to
do in order to perform the job
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30. TASK LISTS & JOBTASK LISTS & JOB
DESCRIPTIONSDESCRIPTIONS
 A job description is a detailed list identifying all the
key duties of a job as well as reporting relationships,
additional responsibilities, working conditions, and
necessary equipment and materials.
 To be most effective, a job description should be
tailored to the specific organizational needs of
individual properties
 Therefore, the form and content of job descriptions
will vary among housekeeping departments
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31. 31
Basic Function
Performs routine duties in the cleaning and servicing of guestrooms and
baths under supervision of a floor supervisor.
Duties and Responsibilities
1. Enters and prepares the room for cleaning.
2. Makes the bed.
3. Dusts the room and furniture.
4. Replenishes guestroom and bath supplies.
5. Cleans the bathroom and closet
6. Vacuums and rakes the carpet.
7. Checks and secures the room.
Relationships
Reports directly to the floor supervisor
JOB DESCRIPTION FOR ROOMJOB DESCRIPTION FOR ROOM
ATTENDANTATTENDANT
(continued)

32. 32
Basic Function
Performs any combination of the following tasks to maintain
guestrooms, working areas, and the hotel premises in general in a
clean and orderly manner.
Duties and Responsibilities
1. Cleans rugs, carpets and upholstered furniture using a vacuum
cleaner, broom and shampoo machine
2. Cleans rooms, hallways, and restrooms.
3. Washes walls and ceilings, moves and arranges furniture and
turns mattresses.
4. Collects soiled linen for laundering
5. Removes trash collected by room attendant
6. Sweeps, mops, scrubs, waxes and polished floors.
Relationships
Reports to the head Houseperson or housekeeping supervisor
JOB DESCRIPTION FORJOB DESCRIPTION FOR
HOUSEPERSONHOUSEPERSON
(continued)

33. COORDINATINGCOORDINATING
 Coordinating is the management function of
implementing the results of planning and organizing
at the level of daily housekeeping activities.
 Each day, the executive housekeeper must coordinate
schedules and work assignments and ensure that the
equipment, cleaning supplies, linens etc. are on hand
for employees to carry out their assignments.

34. STAFFINGSTAFFING
 Staffing involves recruiting applicants, selecting those best
qualified to fill open positions, and scheduling employees to
work.
 Most HK departments use some type of staffing guidelines
usually based on formulas that are used to calculate the
number of employees required to meet operational needs at
specific occupancy levels
 Staffing goes beyond applying a formula, it must be adequate
to meet deep cleaning schedules for various areas of the hotel
and to meet the needs of other special cleaning projects.
 The Exec. Housekeeper must be flexible and creative,
establishing staffing patterns that permit that the department
to reach its goals within the limits of the budget plan
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35. DIRECTING ANDDIRECTING AND
CONTROLLINGCONTROLLING
 Directing involves supervising, motivating, training
and disciplining individuals who work in the
department.
 Controlling refers to the exec. housekeeper’s
responsibilities to design and implement procedures
which protect the hotel’s assets.
 Assets are anything the hotel owns which has value e.g.
keys, linen, supplies, equipment etc.
 managers direct people and control things.

36. EVALUATINGEVALUATING
 Evaluating is assessing the extent to which
planned goals are attained. One of the most
important evaluation tool is the monthly budget
reports.
 The Exec. Housekeeper needs information on a daily
and weekly basis in order to closely evaluate the
performance of staff and the overall productivity of
the department.

37. TECHNOLOGY INTHETECHNOLOGY INTHE
HOUSEKEEPINGHOUSEKEEPING
DEPARTMENTDEPARTMENT
 There are several housekeeping management systems
used by lodging companies that graduates will
encounter when joining the industry. For example:
 tracking when section housekeepers begin the cleaning
process and when the process is complete,
 activating reports alerting supervisors that the room is
ready for inspection
 interactive voice response linking housekeeping and
engineering
 iPods delivering information in a different language
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38. REFERENCESREFERENCES
 Casado, M. (2012). Housekeeping Management (2nd
Ed.).
Hoboken, NJ: John Wiley & Son
 Nitschke,A., & Frye,W. (2008). Managing
Housekeeping Operations. Lansing, Mich.:American
Hotel & Lodging, Educational Institute.
 Raghubalan, G., & Raghubalan, S. (2009). Hotel
Housekeeping: Operations and Management (2nd Ed.).
New Delhi: Oxford University Press.
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