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Housekeeping

Roles of Housekeeping Dept.

lobby areas / public restrooms / front desk areas /


Public management offices / game rooms / exercise areas /
spaces pool & spa areas / employee break rooms & locker
rooms / selected meeting & food service areas

Major Executive Housekeeper responsibilities:

Decisions about required number of cleaning employees


Frequency of cleaning
Roles of Housekeeping Dept.

Guestroom Elevators/ corridors/ stairwells/ guestrooms


areas

Communication role to Front Desk staff (room status info) &


Engineering / Maintenance Department ( room maintenance
issues)

Room will be assigned, when:


Properly cleaned by Housekeeping
Verified as clean by second member of Housekeeping
Room’s status has been reported to Front Desk
Room Status
Room status terminology
Room vacant, has been cleaned and can be
Clean & Vacant
assigned to guest
Occupied Room registered to a current guest

On-Change Room vacant but not yet cleaned


Room is occupied but not yet cleaned, due to
Do not disturb
guest request not to be disturbed
Room reported as occupied, but room was not
Sleep-out
used, and guest may have left
Stay-over Guest will stay in room at least one more night
Room status terminology (continued…)
Guest has indicated that is last day he/she will use
Due-out
room

Check-out Guest has departed

Out-of-order Room is not rentable, thus not assignable


Guest’s items still in room, but guest will be denied
Lock-out
access until management approval of re-entry
Late check- Guest has requested and has been allowed an
out extension of regular check out time
Roles of Housekeeping Dept: Laundry

Laundry laundry preparation areas/ laundry supply closets/


areas guest linen, terry and supplies storage areas

Laundry often represents one of the hotel’s largest expenses.

Housekeeping Dept. & Executive Housekeeper’s role

Managing “On Premise Laundry (OPL)” and its effective


operation
Staffing the Department
Executive Housekeeper should:
have management skills (planning, organizing, directing and
controlling departmental activities).
have commitment to cleanliness and impeccable cleaning standard.
create an appropriate inspection checklist and revise it as
necessary.
know about personal administration, budgeting, laundry sanitation,
fabrics & uniforms, room cleaning chemicals and routines.
be guest oriented.
Room Inspector’s major responsibilities:
Assess quality of room cleanliness
Point out deficiencies to room attendants, get those deficiencies
corrected, & report revision of room status to Executive
Housekeeper or Front Desk
Staffing the Department (Continued…)
Approaches to build highly motivated, dedicated
Room Attendants:
Treat them at all times with respect
Ensure they are supervised by excellent supervisors
Have room cleaning assignment policies perceived by them as fair
Provide excellent, ongoing training
Provide a realistic career ladder for room attendants
Enforce Housekeeping Department policies consistently and
without favoritism
Ensure room attendant safety through training and appropriate
hotel policies
Provide benefit packages that are competitive for the area
Pay fair wages
Managing Housekeeping: Safety

Housekeeping employees are


one of the hotel’s largest groups this group’s accident
thus rates generally the
highest in the hotel.
Physical nature of jobs

Equipment & supplies


Housekeeping employees should handle only those
Rule machinery items and supplies they are properly
trained to handle.
Managing Housekeeping: Safety
Areas of training concern
Chemical handling
Cleaning procedures
Correct lifting techniques
Properly entering guestrooms
Contending with guestrooms containing:
firearms/ uncaged animals/ individuals perceived as
threatening/ ill or unconscious guests/ drugs and drug
paraphernalia / blood and potential bloodborne pathogens
Guest service
Guestroom security
Lost & Found procedures
Managing Housekeeping: Employee
Scheduling
Scheduling the number of room attendants depends on:
size of guestrooms / amenities in rooms / actual number of rooms
to be cleaned / amount, if any, of deep cleaning

How to establish room attendant schedules


Inexperienced Executive Housekeeper relies exclusively on
minutes per room
Total # of minutes worked by room attendants / total # of guestrooms
cleaned = Minutes per room
Experienced Executive Housekeeper relies on both minutes per
room and knowledge of guests and sales patterns
Managing Housekeeping: Inventory Management

Inventory items maintained by Executive Housekeeper:


sheets (all sizes)/ pillowcases/ bedspreads/ bath towels/ hand
towels/ washcloths/ soaps/ shampoos/ conditioners/ sewing kits/
glass cleansers/ furniture polish/ acid-based cleansers/ glassware/
cups/ coffee & filters/ in-room literature/ telephone books/ pens/
paper pads

Values of monthly inventories


Check how much of each item is in use, in storage, on order
Executive Housekeeper to compute monthly “product usage
reports”
Managing Housekeeping: Inventory Management
(continued…)
Waldo hotel product usage report
Housekeeping
Department:_____________________ King-sized Sheets
Item:__________________________
Date:
Prepared by: ____________________
For Period: __________________________
______________________________
______________________

Count on: January 1 850 units


__________________
Plus
Purchased in month 144 unitis
Total in service 994 unitis
Less
Count on: February 1
877 unitis
__________________
Total Monthly usage 117
Managing Housekeeping: Lost & Found
Three types of unclaimed property
Owner unintentionally has left item(s)
Mislaid property
behind
Owner unintentionally has left item(s)
Lost property
behind, then forgotten it/them
Abandoned property Owner intentionally has left item(s) behind
Law and/or policy requirements:
Hotel must safeguard mislaid property until rightful owner returns
Hotel must hold lost property until rightful owner claims it
Hotel not required to find abandoned property’s owner
Property left behind in room or found in lobby to be treated as mislaid or lost
Establish how long any mislaid/lost property to be held before disposing it
Managing Housekeeping: Lost & Found
(continued…)
When returned to rightful
When item is found
owner, or disposed of
Date item is returned
Date item is found Owner’s name/ address/
Description of item phone
Location where item is Housekeeping Manager
found (room #, if returning item
applicable) Written Method of return
Name of finder
report Date property is declared
Supervisor who receives as abandoned
item Name of hotel employee
receiving abandoned
property
Facility Care & Cleansing

Public space cleaning


Forms basis for a guest’s initial impression of property

Guestroom cleaning
Effective guestroom cleaning is heart of Housekeeping
Department
Determines long-term success or failure of property
Sleeping area: the first part seen by guest when entering
room
Bathroom area: closely inspected by guests for cleanliness
Facility Care & Cleansing (continued…)

G.M.s’ roles in facility care and cleaning

G.M.s should know what to look for when inspecting the hotel
G.M.s must inspect public space, guestroom and laundry
operation areas regularly
G.M.s should not evaluate effectiveness of their
housekeeping departments based only on lower costs per
occupied room or fewer minutes per room cleaning
(these factors are not always better!)
Laundry
Operating an effective “on-premises laundry” is a multi-
step process
Collecting

Sorting

Watching

Drying

Finishing / Folding

Delivering
Laundry: Operating an Effective OPL
(continued…)
Dirty linen and terry should never be used as guestroom
cleaning rags.
Bloodstained linen or terry must be placed separately in a
Collecting biohazard waste bag (pre-sort in guestroom).
Biohazard waste bag should be on every housekeeping cart.

Once in OPL, laundry is sorted both in terms of fabric type


Sorting & degree of staining.

This step is the most complex part.


Washing Monitor a: washing times, b: wash temperatures, c:
chemicals, d: agitation length and strength
Laundry: Operating an Effective OPL
(continued…)
Drying is simply a process of moving hot air (140-145
degrees F.) through fabrics to vaporize & remove moisture.
Drying Fabrics that are dried must have cool-down period in the
dryer before they are removed from it

Finishing/
Space for finishing laundry must be adequate
Folding

Many fabrics must “rest” after washing & drying


Storing 24-hr rest time for cleaned laundry
Housekeeping Dept. should maintain laundry par levels of
three times normal usage

Delivering Storage areas containing these items should be locked

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