Housekeeping Organization

Housekeeping

• The word “Housekeeping” refers to the upkeep and maintenance of cleanliness and order in a house or a lodging establishment such as inn, hotel, apartel, condominium, resort, dormitory, or a hospital.

• A housekeeper is one who is responsible for administering housekeeping maintenance and for insuring that everything is in order. She sees to it that all occupants are comfortable, safe, protected from disease-causing bacteria.

Types of housekeeping

• Domestic Housekeeping – Refers to housekeeping maintenance in a house. It covers bedrooms, kitchen, dining, receiving area, grounds and the surrounding areas within the house.

• Institutional Housekeeping – Applies to housekeeping maintenance in commercial lodging establishments like hotels, resorts, inns and apartel.

Institutional Housekeeping usually covers the following areas :

Guest Rooms

Hallways and

Corridors

Lobby

Public Rooms and

Restaurants

Offices

Stairways

Windows

Stores, concessionaire shops

Ground

Linen and

Laundry Area

Housekeeping job among commercial establishments is more complex to manage than those done in house. With a lot of guests to attend to the housekeeping responsibilities in hotels, resorts and other commercial lodging area are distributed to several sections of the housekeeping department. There is a section that attends to the maintenance of the guestrooms another one to public areas while separate unit takes care of linen/laundry services. Though each section attends to a specific function, efforts have to be well coordinated among the various sections to ensure efficient housekeeping maintenance.

1.Scope of Housekeeping

The responsibilities of the housekeeping department include the following : Guestrooms Maintenance which covers tasks like :• Maintaning cleanliness and orderliness in the guestrooms• Furnishing the room with necessary amenities and supplies such as bed,

linen,appliances, etc.• Attending the service request of house guests.• Keeping the area free of safety hazards.

2.2. Maintaining of Public Areas to include the following :

• Maintaining the cleanliness and orderliness in all public areas which include lobby, corridors, function room, grounds etc.

• Maintaining the upkeep of the surroundings of the building by keeping it clean and free of liters.

• Maintaining an attractive landscape to enhance eye appeal • Keeping the public areas free of safety hazards • Undertaking minor repair like busted bulbs, broken furniture etc.

3. Providing Linen / Laundry such as :

• Collecting and delivering laundry items for house guests or in house occupants.

• Washing, drying, ironing guest laundry as well as linens used in banquet functions, food service and guests

• Mending service4. Washing, insurance, repair and inventory of employees’ uniforms5. Installation, cleaning , and maintaining of fixtures and facilities like furniture and appliances.6. Provision of special services like baby sitting, polishing shoes etc.

Housekeeping OrganizationWhen there are many rooms and areas to be cleaned and maintained, the

housekeeping department shall set up 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.

This department usually falls under the room division and is headed by an executive housekeeper.

In smaller establishment 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.

Figure 1.Organizational Chart of the Housekeeping Department

(For Large Establishments)

Figure 2. Sample Organizational Chart of the Housekeeping Section in Similar Establishments

Distribution of Housekeeping Responsibilities

Executive Housekeeper of Housekeeping Manager

• Basic Function : He is responsible for maintaining a smooth and efficient flow of operations in the housekeeping department.

1. As a planner and trouble shooter , the housekeeping manager shall :

1.1 Determine the operational requirements of his/her department and coordinate with the purchasing department for the procurement of said items.

1.2 Formulate goals and target as well as plans and strategies geared towards goal attainment.

1.3 Prepare and submit operations budget and monitor consumption against the budget.

1.4 Analyze variances against targets and deviations from standards and take corrective action

1.5 Take corrective action for any problem affecting the operation in his department: attend to customers complaints: coordinate with department for remedial action.

1.6 Call for and preside over operations meeting with supervisors to discuss and resolve operational problems.

2. As an Organizer, he/she shall :

2.1 Organize the flow of housekeeping operations :• Identify tasks to be done and distribute them to his staff.• Review/upgrade job description and job procedures.• Review/upgrade operational policies as needed.2.2 Delegate side duties to subordinates.

3. The Housekeeping manager also performs Leading and Directing Functions He/She shall:

3.1 Conduct job orientation and training of housekeeping personnel

3.2 Regularly conducts spot checks and routine inspection to ensure that housekeeping standards are complied with:

3.3 Prepare and submit reports that required by management such as critical incidents reports, Budget Variance Report, inventory report and other documents maybe required by management.

3.4 Boost employee morale and motivation through the effective use of motivational techniques

3.5 Provide supervision and coaching to section head

3.6 Coordinate periodic inventory of housekeeping items and supplies keep track of losses and breakdown of equipment.

3.7 Maintain par stock requirements : initiates requisition as needed.

3.8 Coordinate closely with front office on room status and room bookings as well as changes in room assignments and reservations.

3.9 Coordinate with the facilities maintenance sections on matters requiring repair or trouble shooting of equipment and room facilities.

4. The housekeeping manager also does controlling function he/she shall :

4.1 Control and monitor expenses against the budget, take appropriate action against excessive consumption.4.2 See to it that house rules and housekeeping policies are carried out by the respective units under him.4.3 Evaluate subordinates performance and conduct appraisal interview.4.4 Enforce disciplinary action against erring employees ; conduct corrective interview as needed. 4.5 Look after the wear and tear of equipment ; look after their proper use storage and maintenance.

5. Housekeeping Manager provides guests relations assistance. He/she shall :

5.1 Check customer satisfaction, solicit feedback and attend to customer needs.5.2 Handle guest complaints and take corrective action.6. The housekeeping manager may also be asked to perform other related functions as maybe assigned by superior.

Rooms Maintenance Supervisor

• Basic Function : To direct and control rooms keeping activities including room make up, installation of mini bar and other room amenities, To ensure conformity to prescribed rooms keeping standards and policies.

Duties and Responsibilities1. Conduct routine inspection to check the quality of room make up. Make sure that

the room are installed with standard room amenities and that the area is free for safety hazards. Also check if there is anything that needs repair or corrective action.

2. Check rooms status during room check, prepares and distributes room status report to Front Desk and to room attendants

3. Look after the proper use , storage and maintenance of linen and cleaning equipment as well as housekeeping tools and supplies.

4. Regularly check the condition and maintenance of housekeeping equipment. Have them cleaned regularly. Initiate service request for defective items.

5. Check and maintain pa stock. Make requisition whenever needed.6. Initiate and supervise the weekly inventory of room supplies and other

housekeeping items. Report losses and damages and take corrective action against reckless use of equipment.

Duties and Responsibilities7. See to it that superior is informed of all unusual incidents and accidents in one’s area of responsibility.8.Train, coach and supervise room boys and chambermaids;9. Attend to the performance evaluation of his subordinates ; conduct appraisal interview.10. Personally attend to VIP guests and their requirements.11. Attend to guest complaints , inquiries and request and complaints.12. Coordinate with Front Office regarding changes in room status and bookings; with maintenance unit requests for repair or maintenance.13. Perform other related duties as maybe assigned by superior.

Head Houseman or Public Area Supervisor

• Basic Function : To direct and control all activities concerning public area maintenance and to ensure conformity to prescribed housekeeping standards and policies.

Duties and Responsibilities1. Maintain quality housekeeping in all public areas paying special attention to

cleanliness, orderliness and safety in all covered areas.2. Conduct regular inspection of the different public areas. Check the quality of cleaning

and maintenance and ensure that the areas is free of safety hazards. Also Check if there is anything that needs repair or corrective action.

3. Check order in all areas and make sure that fixtures and furniture are installed in the right location.

4. Monitor and supervise the proper use, storage and maintenance of cleaning equipment as well as housekeeping tools and supplies.

5. Check equipment regularly for their condition. Have them cleaned regularly and repaired when out of order.

Duties and Responsibilities• 6. Check and maintain par stock requirements. Make requisition to replenish

supplies.• 7. Initiate and supervise weekly inventory of cleaning supplies and other

housekeeping items allocated to his unit. Report losses and damages and take corrective action against reckless use of equipment.

• 8. Report to management all unusual incidents and accidents in the public areas, paying attention to safety hazards and items needing repair of replacement.

• 9. Train coach and supervise housekeeping staff.• 10. Evaluate the performance of subordinates and conduct appraisal interview.

Room Boy Chambermaid or Room Attendant

• Basic Function: To attend to the maintenance and upkeep of all his assigned guestrooms and service areas assigned to him\her.

Specific Duties

• 1. Look after the maintenance of cleanliness, orderliness and sanitation in his assigned guestrooms. He\She shall.

• Clean walls, carpets, fixtures following standard cleaning procedures.• Sanitize toilets and bathrooms using sanitizing chemicals.• Dispose garbage from waste baskets or garbage cans.• Collect all use\soiled linens and replenish them with fresh ones.• Look after the orderly make-up of the room, bed and the bathroom.

Specific Duties

• Check the condition of all guestroom, facilities and fixture and report any defect to supervisor for corrective action.

• Replenish standard room amenities and place them in their appropriate location.

Specific Duties

• 2. Perform turn- down service if scheduled for the second shift.• 3. Look after proper use, maintenance and storage of cleaning

equipment. Report damages to supervisor for corrective action.• 5. Report all guest complaints and unusual incidents, including

unauthorized entry of suspicious persons in guestrooms and guests who are sick or in critical condition.

• 6. Report and surrender all lost and found items to supervisor.

Specific Duties

• 7. Assist in the inventory of guestroom supplies and lines.• 8. Prepare and submit daily accomplishment and consumption

report to his\her superior.• 9. Assist supervisor in conducting rooms check.• 10. Conduct fumigation of assigned guestrooms as needed.• 11. Perform other related duties as may be assigned by his or

her superior.

Mini Bar Runner/Attendant

• Basic Function: To attend to mini- bar installation, listing. Replenishing, inventory- taking, stocking, requisitioning, and other related functions.

Duties and Responsibilities1. Maintain par stock of mini bar items; initiate requisition to replenish used stock.

2. Record mini bar consumption per room and prepare a sales report.

3. Assists in the promotion of mini bar items.

4. Monitor sales and movement of stocks, inform supervisor of slow moving and non-moving items.

5. Conduct mini- bar inventory

6. Clean and dust mini – bar bottles in vacant guestrooms.

7. Check and collect mini- bar receipts in all guest rooms.

8. Assists in the inventory of stocks in housekeeping stockroom as well as in all vacant, occupied and check – out room.

9. Promptly prepare billing of mini-bar consumption giving priority to rooms occupied by guests who are about to check out within the day.

10. Coordinate with Front Office cashiers for the billing of late charges.

Duties and Responsibilities11. Coordinate also with other staff like bell service in collecting bills of guests and hotel skippers.

12. Endorse to the incoming attendant all un-replenish mini bars in guestrooms to make sure that all scheduled replenishments for the day will be accomplished as scheduled.

13. Determine the availability and non-availability of mini bars stocks and update the individual receipts distributed in guestrooms.

14. Collect empty or consumed mini-bar bottles, cans, etc. from the different floors and guest areas, pantries and guestrooms.

15. Check sales records from time to time to determine the accuracy of records, inventories, and billings.

16. Take note of salable non- salable items to have a more accurate basis for requisition and ordering stocks.

Duties and Responsibilities

17. Double check the expiration dates of perishable items for prompt replenishment.18. Return spoiled stocks before the end of each month and submit the report to supervisor or the cost control section.19.Coordinate closely with the front office regarding rooms on cash-basis to be able to pull out mini-bar stocks and also to obtain the check-out list for each day.20. Perform other duties as maybe assigned.

HousemanBasic Function : to attend to the upkeep and maintenance

of cleanliness and orderliness in public areas assigned to him.

Specific Duties1. Secure cleaning supplies, materials, equipment and look after their

proper use, storage and maintenance.2. Check the location , condition and arrangement of fixtures in his area

of responsibility, see to it that they are clean and properly installed.3. Clean and sanitize public comfort rooms under his following

standard cleaning procedures.4. Replenish guest supplies in public comfort rooms like paper towels,

toilet, tissues , soap etc.

Specific Duties5. Clean and sanitize all areas assigned to him following standard cleaning procedures. He/she must.• Vacuum /shampoo carpets and upholstered furniture.• Sweep/scrub/polish floors and walls.• Clean ceilings , exhaust and glass panels.• Collect and dispose garbage and litters.• Change/clean ashtrays.• Disinfect toilet bowls, urinals, etc.

Specific Duties6. Report all noted damages and out-of-order facilities in his area of responsibility , take a note defective cleaning equipment, busted, bulbs, torn carpets, cracks on walls defective locks and toilet bowls, clogged floor drain, ceiling leaks, defective locks etc.7. Conduct fumigation in the absence of a pest control technician.8. Report guest complaints to his supervisor as well as suspicious objects or persons ; turn over to him all lost-and found- articles.9. Prepare daily accomplishments report and submit them to supervisor.10. Perform other related duties as may be assigned by superior.

Powder GirlBasic Function – Responsible for the cleaning, care,

maintenance of ladies comfort rooms and locker rooms.

Specific Duties1. Maintain a par stock of cleaning supplies and makes requisition to replenish

stocks.2. Regularly clean ladies comfort rooms and locker rooms following standard

cleaning procedures . He/she should :• Disinfect toilet bowls.• Scrub , clean wipe dry floor and wall tiles.• Polish chrome and metal fixtures like faucets.• Fumigate the area as needed.3. Replenish toilet amenities like toilet paper , soap , paper towels , etc.

Specific Duties4. Check the condition of fixtures and toilets facilities, check for leaking faucets, defective tiles, showers etc. and report any defect to her supervisor.5. Retouch the cleaning of comfort rooms from time to time.6. Regularly check trash and empties garbage bins from time to time.7. Assist in other cleaning or housekeeping job when not loaded.8. Assist in the issuance of linens if he has available time.9. Perform other related duties as maybe assigned by superior.

Gardener and Grounds Maintenance Crew

Basic Function – Responsible for maintaining the grounds including plants and landscape.

Specific Duties1. Perform daily sweeping and cleaning of grounds following standard

cleaning procedures.2. Maintain supplies for plants and grounds maintenance and make

requisition to replenish stocks.3. Look after the care of plants , prune leaves, apply fertilizer, weed out

dried leaves etc.4. Maintain the landscape and insecure that everything is in order.5. Perform cultivation of plants through planting and other techniques ;

scout for new ornamentals plants.