revised hk chapter 1

8/6/2019 Revised Hk Chapter 1

http://slidepdf.com/reader/full/revised-hk-chapter-1 1/22

Introduction



Housekeeping OrganizationDefinitions:

What is housekeeping?

yA hotel department charged with cleaning of

private guestrooms and public areas. Its also in

charge of laundry and linen management.

y It is the process of providing a clean,

comfortable and safe environment.

2Housekeeping Operations & Mgt By Mr. Weru J.N



G

uest Needs In ResidentialEstablishment

Basic needs include;

yFood and Drink

yAccommodation: space and facilities needed

for sleeping or living.

yThe residential establishments includehotels, clubs, hospitals and hostels amongothers




AccommodationThis is the space and facilities needed for

sleeping and /or living

Departments concerned with accommodation

are;

yReception-Sell accommodation

yHousekeeping-Provide and service the

accommodation

yMaintenance-Provide repair services4Housekeeping Operations & Mgt By Mr. Weru J.N



Difference in Accommodation

ySize of areas provided

yFacilities and furnishings provided

yServices offered to the guest : service standards

determined by how much the guest is paying.




Classification of ResidentialEstablishments

Commercial Sector

yGuests served according to the type of

accommodation offered.

y Examples of commercial sector establishments

include luxury hotels, small and medium sizehotels and motels.




Welfare Sector

ySatisfies social needs at a reasonable standard

of cleanliness and comfort expected at thelowest possible cost.

yAccommodation is offered as a support service.

The establishments here include hospitals,hostels and special homes.




Housekeeping Organization StructureExe.

Housekeeper

LinenKeeper

LinenMaids

FloorHousekeeper

Room Attendants

House porters

Cleaners

Florist

Assistants

LaundrySupervisor

Laundry Attendants

Deputy

Housekeeper




Duties of Executive Housekeeper yEnsuring interdepartmental cooperation

yRecruitment, training and dismissal of staff

yPreparing duty rosters and holiday lists

yOverseeing cleaning of all areas under theresponsibility of the housekeeping department

yPreparation of room occupancy listsyDealing with lost property, guest complaints

and requests




Cont¶d

yControlling all keys in the department

yChecking and reporting maintenance work yControlling the laundry operations

yOrdering ,stores control and maintain inventory

records within the department




Areas under the responsibility of

the housekeeping departmentyBedrooms, private bathrooms and suites

yLavatories and public bathrooms

yFoyer, lounges, TV and writing rooms

yGames rooms and other leisure areas

yC

orridors and staircasesyCloakrooms

yConference rooms




Interdepartmental Cooperation

yThe housekeeper in the course of work

practically comes into contact with every other department.

yThese includes; reception, maintenance, food

and beverage, security and the accountsdepartment.




The ReceptionyThe reception sells accommodation while the

housekeeping services the accommodation

yThe reception must continuously communicate

vacated rooms, arrivals, early check-ins,

expected VIPs and guests¶ special requests.

yThe housekeeping department on the other

hand should continuously inform the receptionon the ready to sell rooms.

yPrompt exchange of this info is important




The Food & Beverage DepartmentyThese include the restaurant and the kitchen

department.

yCooperation mainly concerned with the linen.

ySufficient stock of linen should be provided by

the housekeeping department. These includes

napkins, table cloths, buffet cloths, as well as

staff uniforms.y On the other hand the F & B department must

respect the exchange times and avoid linen

misuse. 14Housekeeping Operations & Mgt By Mr. Weru J.N



The Maintenance DepartmentyThe housekeeping department checks and

compiles maintenance reports.

yThe necessary repairs are then communicated

to the maintenance department for action. The

communication must done on time and repairs

done for the rooms to be availed for sale.yUrgent repairs may be communicated over the

telephone.




The Security Department

yCooperation mainly concerned with the

prevention of fire and theft and the safekeeping of keys and lost property.

yThe housekeeping staff should report anything

of suspicious nature to the security departmentfor action.




The Accounts

yThe housekeeper compiles the wage lists for

the housekeeping staff and presents them to theaccounts for settlements.

yThe accounts department responsible to ensure

the settlement is done on time without unduedelay.




Categories of Housekeeping Staff yAssistant housekeeper/floor housekeeper or

floor supervisor; Carry out any work delegated by the housekeeper. He or she deputizes the headhousekeeper. In general one housekeeper is

responsible for 50 rooms.yR oom maids/room stewards; They are

responsible for servicing the guestrooms, privatesitting rooms and private bathrooms. These

include bed-making, cleaning and linenexchange. A maid is expected to service 10-15rooms in an 8 hour shift e.g. 7am-3pm or 8am-4pm.




Cont¶dyStaff maids; They are responsible to the

assistant or floor housekeeper. Cleans and

services rooms of living in staff.yCleaners; They are usually on part-time basis

and are responsible for the cleaning of offices,

public rooms, bathrooms, corridors andstaircases.




Cont¶dyLinen Keeper; Supervise the work in the linen

room and may have several linen maids to

assist her in providing clean, presentable linenthroughout the house. The linen includes not

only bed linen but also staff uniforms and soft

furnishings.y Cloakroom attendant; Looks after the ladies

powder rooms




Cont¶dyHouse porters; Responsible for the removal of

rubbish, shifting heavy, furniture, heavy

vacuum cleaning, dealing with coal fires andother odd jobs.

yFlorist ; Traditionally many hotels employed

their own florist. The duties were to makefloral decorations and arrangement of flowers.




Cont¶d

yValets; Only found in first-class hotels. Their

function involves looking after male guests.Pressing and doing minor repairs to their

clothes, cleaning shoes, packing and unpacking

for guests.


revised hk chapter 1

Documents