housekeeping department magazine
DESCRIPTION
Assignment of Hotel Management and Tourism Class.TRANSCRIPT
1
October 2012
Organizational
structure
Standards and
Procedures
Employees Profile And more…
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Editor's Note
You know, when it comes about being English students, there are many fields in which we can develop ourselves as professionals. One of them is in tourism and hotel management. In this opportunity we are presenting this magazine describing the housekeeping department of a hotel.
Somehow, it is difficult to encapsulate all the content in a magazine, and we have included the most relevant aspect of one of the major departments of a hotel. Being one of the biggest departments in a hotel, the housekeeping department has important responsibilities in the structure of any hotel.
As English students of UTEC, our duty is to inform people about the importance of hotel management, and we have the opportunity to exploit our abilities and knowledge, as well.
We hope that this magazine can help you to learn more about the housekeeping department of a hotel.
Sincerely,
UTEC’s English students.
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CONTENT
Housekeeping
Department
ORGANIZATIONAL
STRUCTURE
Page 4
ROLES AND
RESPONSIBILITIES
Page 6
HOUSEKEEPING
PROCEDURES FOR HOTEL
GUEST ROOMS
Page 9
STANDARD OPERATING
PROCEDURES FOR
HOUSEKEEPING
Page 11
EMPLOYEES’ PROFILE AND
DESCRIPTION
Page 14
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To maintain the cleanliness
standards in a hotel is
responsibility of the
housekeeping department.
The housekeeping
department typically holds
the largest labor expense.
Though the exact structure of
a housekeeping department
varies depending on the size
of the property, most have
similar overall organization.
Executive level
The executive housekeeper is responsible
for managing all the personnel in this area, he or
she is in charge of planning budgets, identifying
cleaning needs, buying supplies and coordinating
with other departments to make sure guest are
receiving excellent treatment. Some properties
also have an assistant executive housekeeper.
Guestroom Cleaning
Cleaning guest rooms is the
major responsibility of the housekeeping
department staff. And the procedure has
to be done properly and efficiently
before guests check in. house attendants
are the ones in charge of refilling cart
with supplies and those are the house
attendants. And inspectors who are in
charge of checking the room after the
cleaning is done to verify if the
requirements are met.
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Public Area Cleaning
The cleaning of public areas of a hotel is
also a responsibility of this department, both
front-of-the-house and back-of-the house areas.
They may also be responsible for cleaning dining
room areas after they have closed, but the ones
usually in charge of cleaning the dining room is
the food and beverage staff during the day.
Public space cleaners make up the majority of
this part of the housekeeping department.
Laundry
There is a laundry manager who answers directly to the
executive housekeeper. The laundry manager manages the
employee in the laundry area and the flow of work managed in
it. Laundry employees include laundry attendants who operate
the washers, dryers, presses and folders, and linen runners who
fetch linen and put it away as it is completed.
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Guest Rooms
When a guest checks in, there
must be cleaned rooms to offered them.
So that, It is the role of the housekeeping
department, which must be stripped and
thoroughly cleaned to prepare it for the
arrival of the guest. All bed and bathroom
linens must be removed and laundered.
In-house laundry services will also fall
under the role of the housekeeping
department; The guest bathroom must be
scoured and
Roles and Responsibilities of the
Housekeeping Department
The housekeeping department is an important part of many
industries that offer a service to their clients. The priorities of housekeepers
in a hotel are to maintain the cleanliness and appearance of guest rooms and
public areas. The role of the housekeeping department requires specialized
skills, such as sterilization and removal of hazardous waste in order to give
the best service.
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The housekeeping department is also
responsible for the appearance of public
areas such as: lobbies, restrooms, ballrooms,
gyms and other rooms utilized by guests
need to be cleaned on a regular basis,
sometimes daily. Rugs and carpeting must
be kept vacuumed, and should be cleaned
and disinfected. Floors are mopped and
waxed, while windows are kept clean and
streak-free. In addition to cleaning, the
housekeeping department will also re-
organize public areas such as putting
furniture in its proper place, plumping
decorative pillows, retrieving dishes and
glasses left in hallways and piling
magazines and brochures that are displayed
for guest use. Miscellaneous
Cleaning and linen supplies are
monitored by the housekeeping
department. When supplies are low, they
will either place an order or alert the
front desk for an order to be placed.
These include linens and room
amenities, such as shampoo and
conditioner. The housekeeping
department may also be called upon to
accommodate guest requests for items
like irons, hairdryers or extra bath linens.
Special requests in room reservations,
such as rollaway beds or cribs, are also
typically handled by this department.
The place to meet
Crowne Plaza San Salvador, located in the WTC complex This
beautiful property surrounded by lush greenery is strategically
located within the resort, World Trade Center, Tower and Plaza
Futura which offer a range of restaurants and major companies
such as Ericsson, Microsoft, World Bank, IDB, OAS, Bayer,
Mitsubishi, and several embassies.
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The gusts send his or her complains to the
chief housekeeper and then, the chief solve
the problems with the house keeping staff.
Service Staff
According to Sudhir Andrews, author of "Hotel Housekeeping,"
the housekeeping department is vital to attracting and keeping
guests through it's role of maintaining top quality decor,
cleanliness and service.
The housekeeping department includes many roles in the service staff of a hotel. Aside from room attendants, who tend to room cleanliness, the department includes gardeners, maintenance men, bellhops, laundry staff and floor managers, as well as, occasionally, customer service professionals.
Matt A. Casado, author of "Housekeeping Management," said
the history of hotels can be traced back even further than the
ancient "houses of rest and solace" in Pompeii. The modern
hotel--and hotel staffing--arose from the inns popular in 14th
century England, such as those found in Chaucer's "Canterbury
Tales."
The housekeeping department is vital to
attracting and keeping guests through it's role
of maintaining top quality decor, cleanliness
and service. Through this department, he
clients get attracted because they are visual, so
that is the importance of the house keeping
department.
More about Housekeeping Department
The housekeeping department is also
responsible for a level of security, safety
and environmental duties such as
composting and recycling. So. Besides the
care to the hotel, there is a social
responsibility with the society as well.
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Housekeeping Procedures for
Hotel Guest Rooms
Bed
Bed clothing is changed between guests at most
hotels. But if you are staying for a long period of
time, your bed clothing is changed about once
every three days. It might surprise you to know
that there are no rules regarding how often the
comforter should be changed and/or washed.
Bathroom
The person in charge of cleaning the bathroom has to change
the towels if the guests leave them on the floor. He or she will
also clean the toilet and mirrors, and wipe around the sink.
They might also run a cloth over the floor if necessary and
wipe the inside of the shower.
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Sleeping Area
Housekeepers might not clean this area daily. If there is
something on the floor, they might run the vacuum as they see
fit.
Replacement Practices
While rules vary from one property to the next, housekeepers
will generally replace plastic cups, ice bucket liners and soaps
if guests have used them.
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Keep restrooms clean and odor-free at all times. In this first
rule hot water and germicidal disinfectant are the key cleaning
elements in a hotel. Restrooms should be cleaned each day.
Clean commodes, urinals and sinks must be cleaned with
germicidal disinfectant. Empty trash receptacles each day and
dust vents, window sills and ledges. Sweep bathroom floors and
replenish towels and toilet tissue and refill soap dispensers.
Spray mirrors with window. Mop floors as needed. It involved
all things in the restrooms.
A Standard Operating Procedure
(SOP) is a set of written instructions or rules
that document a routine or repetitive activity
that must be follow by hotels. It is helpful in
in maintaining quality and consistency of
service and standard's in hotels.
The development and use of SOPs is
an essential part of a successful quality
system. it provides the information to
perform a job properly, and facilitates
consistency in the quality and integrity of a
product in this case the hotel service.
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Dust on a weekly basis. Dust high areas
by removing dust or cobwebs from corners
of walls and vents. Dust wood fixtures,
shelves and other furniture with a duster or
dust rag and dusting polish. Also dust
general areas that have window sills and
ledges
.
Clean floors. Floor in the
general area should be
swept or vacuumed each
day. After sweeping
floors, apply germicidal
fluid and use a wet mop
to complete the cleaning.
Floors have to look clean
every time.
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Check walls and doors
daily for spots or
smudges. Use cleansers
that will not strip the wall
of paint or finishes. Walls should be washed at least
once a month and doors at least once a week.
Wash kitchen dishes daily. This is a very
important area in a hotel, so that is why it
should be very clean. Clean sinks with
disinfectant cleaner, and wash countertops with
clean hot water and disinfectant cleaner. Sweep
kitchen floors each day or as it is necessary.
Mop kitchen floors at least once a week. Clean
cabinets once a month, and perform a spot
check in the refrigerator each week, disposing
of food that will not be eaten. Clean
refrigerators and freezers each month. Empty
trash receptacles each day as needed.
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PERSONNEL Jobs and Functions
He or she is responsible for all the administration of the
housekeeping department. Also the creation of policies and
coordinating operations is a main duty of this person. The
executive housekeeper is in charge of planning, directing,
coordinating and participating in all housekeeping activities
and work assignments, inspects housekeeping personnel daily
work activities. Supervision of cleanliness and maintenance
throughout the hotel. Direct responsible for comfort and
cleanliness of the hotel in every aspect and makes sure that
both the standards and the image which are expected by
hotels.
Executive Housekeeper
This assistant is under general direction of the
executive housekeeper, who is the immediate superior
of housekeeping department. He assists him or her.
Oversees and directs the day to day operation of the
housekeeping department and assists in the forward
planning of the department.
Some the assistant housekeeper’s duties are:
To be responsible to supervise the department’s
staff to ensure the guests are receiving a good
and courteous service.
To prepare work schedules, timework and revise
daily work Schedule depending on occupancy.
To over sees the duty roster for every level of
the staff in housekeeping department.
Assistant Housekeeper
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He or she supervises that the room attendants have cleaned the
rooms, and kept then attractive and well maintained for the
guests. He or she checks the floor corridors and service area
according to set standards in order to achieve a service of
quality.
Some of the duties that the supervisor has are:
To ensure the staff follows the cleaning procedures to
meet the standards established by the hotel.
To check all rooms; occupied, departure and vacant rooms.
To monitor room attendants to ensure that VIP guests
receive special attention and amenities.
To inspect permanent showing rooms, presidential,
diplomatic and king corner suite rooms.
Housekeeping
Supervisor
Overnight Supervisor
His or her immediate superiors are the executive and
assistant housekeeper, and under their guidance, the
overnight supervisor is responsible for the smooth running of
all housekeeping areas.
Some of his or her duties are:
To supervise and monitored the work of the room
attendants.
To ensure any special request from guests
To maintain updated knowledge of the hotel and local
services.
To ensure that the executive housekeeper is kept
informed of all the activities in the department
overnight.
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This is the person in charge of coordinating all
leisure time activities for the guests in a hotel.
Some of the activities that the recreation
supervisor does are:
To ensure that all guests are able to use the
gym, and the equipment in it safely and
effectively.
To ensure that the guests are well informed
of all the recreational activities and
facilities offered.
To assist in maintaining a safe hygienic
environment.
To assist in membership lifestyle appraisal
program development.
To comply and submit daily and monthly
revenue analyses to the executive
housekeeper.
To monitor the testing and follow up of pool
and chemical levels.
Recreation Supervisor
Some duties of the recreational officer are:
To observe activities in assigned pool areas on
foot.
To warn people against use of unsafe tools in
the pool areas or illegal conduct such as
fighting.
To rescue distressed people from the pool.
To supervise the pool cleanliness and
maintenance problems
To administer artificial respiration or provides
oxygen to revive persons, he or she is qualified
first aider / life saving techniques.
To cooperate in the performance of any
reasonable task requested by company
managers.
To carry out fire, safety and evacuation
procedures as required by the fire policy of the
hotel.
Recreation Officer
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HOUSEKEEPING ATTENDANT (CLEANER)
Duties:
Responsible for new room attendants’ training.
Self inspect all check out rooms before reporting them
vacant clean.
Assits in supervising and monitoring of work of the room
attendants assigned to his or her floors.
Conduct carpet or sofa cleaning as per request.
To ensure standards are maintained with regards to room
cleanliness and room set up.
To clean guestrooms and ensure guest corridors and lift
landing areas are maintained to the pre set standards of the
department.
Reports any damage or loos in a guest room immediately
after being found.
Makes room status reports and complete maintainance
request forms.
Responsible to keep all public areas (lobby, restaurant, paving
blocks, toilet, basement) clean and well maintained.
Duties:
Make sure that the furniture’s and fixtures are in good
conditions.
Using cleaning material and equipment’s properly.
Maintains equipment in proper state of repair.
Bringing down the garbage bags to the garbage room.
Vacuuming, spotting and shampooing the carpet.
Cleaning toilets in public area.
Using cleaning materials equipment’s and machines
correctly.
Grooming and dusting.
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To follow a routine
schedule and maintain par
stock of mini bar items to
ensure highest standards
are delivered.
Duties:
Ensure proper use
and care of
equipment.
Control and ensure
par stock is
maintained for all
mini bar items as
well as guest
supplies, amenities
and cleaning
chemicals.
Prepare daily
consumption
summary and liaise
with room maids on
replenishment of
items in room.
Check inventory
according to
schedule.
Keep track of expiry
dates of mini bar
items
Ensure all
consumptions is
properly posted on
the hotel PMS.
MINI BAR ATTENDANT
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HOUSEKEEPING ATTENDANT
(LINEN RUNNER)
Responsible for delivering, receiving, sorting and issuing of hotel linen as well as
delivers cleaning and guest supplies.
The duties are:
Distributes clean linen to pantry.
Distributes soiled linen to laundry.
Delivers guest request, such as extra bed, toothbrush, razon and addiotional
mineral water.
Polishes guest shoes and deliver them back to guest room before end of the
shift.
Cleaning and emptying stand ashtray.
Bringing up the guest supplies to the maid stations.
Helpts the room maid to carry heavy items.
ROOM ATTENDANT (CHAMBERMAID / ROOM BOY)
Ensures guest services specified by superior and guest requests are promptly met.
Replenishes guest supplies.
Responsible for the cleanliness of mini bar rack and refrigerator.
Post any mini bar consumption.
Using cleaning material and equipment properly.
Ensures economical use of all cleaning and guest supplies.
Meets with superior and takes on daily assigned tasks.
Perfoms related duties and special projects as assigned.
Make sure that uniforms is spotless at all times.
Follow up action the supervisor’s instruction.
Carries out all related duties as instructed by his or her supervisor.
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Ensures flower arrangements and vases are
in a good condition at all times.
Coordinates, and ensures on preparing
flower arrangements and vases for guest
rooms, functions, food and beverages
outlets and public areas.
Liaison with executive housekeeper,
assistant housekeeper on the purchasing of flowers.
Coordinates with food and beverages, front office department for special guests,
requests or VIP guests.
Replace arrangement and vases.
Responsible to collecting the flower arrangements after any banquet function.
Ensures that working area and equipment always clean and health at all times
according to set standards.
Responsible on maintaining of flower receptancles in all areas of the hotel.
Responsible that the flowers are use as long as possible.
This person coordinates overall activity of the
laundry to achieve maximum efficiency and
productivity as required by the hotel.
Duties:
Prepare, plan and action the working
schedule for all laundry employees.
Assist the executive housekeeper with
all training requirements.
Checks and assist in maintaining
accurate and proper inventory of all linen,
uniforms and chemicals to prevent loss and
waste of any nature.
Liaise with other department on daily
basis to ensure all guest laundry, hotel linen and uniform are dealt with and
followed up.
LAUNDRY MANAGER
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A laundry supervisor makes
sure a laundry facility is
operating as smoothly as
possible. Laundry supervisors
are in charge of managing
laundry workers. They also
oversee the actions of patrons
within Laundromats. Laundry
supervisors may also share some
of the same duties as their
subordinates. According to the
Occupational Information
Network, responsibilities of a
typical laundry worker may
include the operation of washing
machines to wash industrial or household articles. In general, laundry workers deal with
cloth garments. Laundry supervisors are responsible for achieving a certain level of
customer and personal service, as well as making sure operations run smoothly. They may
also be in charge of training newly employed laundry workers and providing expert
answers to the questions of workers and patrons.
When you bring your clothes to a dry
cleaner or laundromat, laundry attendants
help you. They are also in charge of
providing clean sheets at institutions, such
as hotels and hospitalsAccording to the
Department of Labor's Occupational
Information Network, laundry attendants
wash or dry clean household or industrial
materials. They may work with leather,
suede, blankets, fine linens, draperies and
rugs.
LAUNDRY SUPERVISOR
LAUNDRY ATTENDANT
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The washer-man is responsible to wash all dirty
cloths. This person has to understand how to
operate the washing machine and what is the
chemical function for also knowing about the
lable or each type of material and separate
colour as required.
Duties and responsibilities:
Washing of all dirty garments, taking
care that no damage of linens or
garments.
Using the correct amount of chemicals
as listed on the wash formula· s change,
set by laundry manager.
Response malfunctioning of equipment.
Checks daily consumption (chemicals,
water and steam supplies ).
Keeps the area and equipment s clean.
Separates the linens according to lable.
Weighing and loading the linens or
garments into the machine.
Any other duties assigned by laundry
manager
WASHER
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Images From Housekeeping Department Of A
Hotel In El Salvador
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FACULTY OF SOCIAL SCIENCES
ENGLISH DEPARMENT
HOUSEKEEPING DEPARTMENT MAGAZINE
SUBJECT:
HOTEL MANAGEMENT AND TOURISM
TEACHER:
LIC. ERNESTO PANIAGUA
SECTION:
01
STUDENT’S NAMES:
GONZALEZ ESCOBAR, YOSELIN MADAI
MARTINEZ ESCOBAR, VANESSA BEATRIZ
MORALES GUILLEN, LILIBETH CONSUELO
POSADA MARROQUIN, ANDREA MARCELA
RAMIREZ BAIRES, ROXANA MICHELL
SAN SALVADOR, OCTOBER 20TH, 2012