© 2005, Educational Institute

Chapter 10The Role of Housekeeping in

Hospitality Operations Managing Front Office Operations

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Competencies for The Role of Housekeeping in Hospitality Operations

1. Describe the role of the housekeeping department in communicating room status.

2. Explain the relationship between the housekeeping and maintenance departments and identify typical cleaning responsibilities of the housekeeping department.

3. Explain how executive housekeepers use such tools as area inventory lists, frequency schedules, performance standards, and productivity standards to plan the work of the housekeeping department.

(continued)

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Competencies for The Role of Housekeeping in Hospitality Operations

4. Distinguish between recycled and non-recycled inventories.

5. Summarize the issues involved in a dilemma facing many hotels: whether to cut back or eliminate housekeeping supervisors.

(continued)

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Occupancy Report

Prepared by:

Front desk

Indicates:

Rooms occupied that night

Guests expected to check out next day

Used by:

Housekeeping to schedule next day’s room

cleaning

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Housekeeping Status Report

Prepared by:

Housekeeping

Indicates:

Current status of each hotel room

Used by:

Front desk to assign rooms to arriving guests

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Potential GuestroomMaintenance Problems

Sleep set

Heating/air conditioning

TV, radio, phone

Bedspreads

Lighting

Door(continued)

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Potential GuestroomMaintenance Problems

Toilet

Vanity and tub

Towels

Bathroom walls and door

Water temperature

Ventilation

(continued)

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Types of Maintenance

Routine maintenance

General upkeep

Preventive maintenance

Inspection

Minor corrections

Work-order initiation

Scheduled maintenance

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Maintenance Recordkeeping

Equipment data cards

Technical data

Manufacturer’s information

Item’s cost

Special instructions

Warranty information

Storage of manuals/drawings

Equipment history records

Logs of inspection/maintenance performed

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General Housekeeping Responsibilities Guestrooms

Corridors

Public areas (lobbies, public restrooms)

Pool and patio areas

Management offices

Storage areas

Linen and sewing rooms

Laundry room

Back-of-the-house areas

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Additional Housekeeping Responsibilities at Some Properties

Meeting rooms

Dining rooms

Banquet rooms

Convention exhibit halls

Hotel-operated shops

Game rooms

Exercise rooms

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Quality/Quantity

Quality

What to do and how to do it—performance

standards

Quantity

How much and how long—productivity standards

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Housekeeping Inventories

Recycled inventories

Linens

Housekeeping equipment

Guest supplies (equipment)

Par number

Non-recycled inventories

Cleaning supplies

Guest supplies (small items)

Purchase order system