INTRODUCTION TO HOUSEKEEPING
The basic concept of housekeeping has started from keeping of a domestic house clean and has gradually come to maintaining high standard of cleanliness and maintenance of commercial levels, besides the housekeeping should also contributes to the saving in costs of labour, cleaning material and equipment.
A CAREER IN THE HOUSEKEEPING DEPARTMENT
The days have long gone when housekeepers were characterised by their hard and soft brooms or by the functions of sweeping and mopping. In fact, if anyone was seen sweeping or mopping in a hotel, people would automatically associate him with the housekeeping department. Moreover, the main role of a housekeeper in earlier times was to keep the property neat, clean and hygienic.
The basic concept of housekeeping has started from keeping of a domestic house clean and has gradually come to maintaining high standard of cleanliness and maintenance of commercial levels, besides the housekeeping should also contributes to the saving in costs of labour, cleaning material and equipment.
Housekeeping is an important and integral part of
the guest experience and satisfaction. The impact of the housekeeping function
on the success of a hotel’s operations cannot be underestimated, since large
revenue for hotel industry is generated mainly from the sale of rooms. The
housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. From the time a guest checks-in in a hotel till he
checks out, it is the housekeeping department which takes care of the guest by
making his / her stay pleasant and comfortable.
In general, the housekeeping crew is responsible for
the daily cleaning of public rooms (lobbies, corridors, meeting rooms), private
bedrooms and public washrooms. In addition, it handles the laundering of linens
and in some instances, guest laundry. Housekeeping also performs a minor
security function by providing a “first alert” to potential guest problems
while staff undertake daily guest bedroom cleaning.
What
is housekeeping?
Housekeeping in simple words means maintaining a
house on a daily or long term basis or looking after its cleanliness, unkeep
and smooth running, at the same time check all the fixtures like taps, geysers,
electric wiring, bulbs, tubes, fans, plug point are in good working conditions.
DEFINITION
OF HOUSEKEEPING
In
other words, we may also say that housekeeping is a process of keeping a place
clean, beautiful and well maintained so that it looks and feels pleasant
inviting to all, either living, visiting or working there,.
IMPORTANCE
OF HOUSEKEEPING
1) Comfort:
It is the duty of the housekeeping department to ensure comfort and a welcoming
atmosphere to the guests as well as strive to extend courteous, reliable and
satisfactory service from staffs of all departments.
2) Cleanliness and
Hygiene: A high
standard of cleanliness and general upkeep in all areas. Clean and well
maintained areas and equipments create a favorable impression on the guest.
Hygiene is maintained especially in the
wash rooms, toilets, pool changing room, health club, etc
3) Privacy: Housekeeping
staffs ensure the privacy of the guests and they should be trained with proper
procedures to enter the room.
4) Safety and Security:
The
housekeeping department staffs should ensure the safety and security of the
guests with the help of security services.
5) Décor: This
work is an art and the housekeeping staff is mainly responsible for creating a
pleasant atmosphere.
FUNCTIONS
OF HOUSEKEEPING
The main functions of housekeeping are overall
cleanliness, bed making, ensuring maintenance of the building and its
infrastructure, laundry, linen management, key control, pest control, safety
and security of the guests as well as the infrastructure and interior
decoration. All this ensure the ambience and promotes a congenial environment.
The basic function of the
housekeeping is explained briefly:
Cleaning Rooms and Public Areas:
Apart from cleaning the guest rooms, housekeeping department
is also responsible for cleaning floor, terraces, elevators, elevator lobbies, corridors
of guest floors, floor linen closets, mop and janitor’s closets, service
lobbies and service stairways, function rooms, shopping arcade, cabanas, bars,
dining rooms, offices, uniform rooms, tailor rooms, upholstery, shops, store
rooms and swimming pools.
Bed
Making:
Bed making is a skill that requires to be developed
by the housekeeper, as it not only provides comfort to the guest, but also adds
to the pleasant ambience of a guest’s room.
Linen
Management:
This involves all functions from purchase of linen
to laundering, storage, supplies and to
condemnation. In a hotel different types of clothes and linen are used such as
the bed sheets, pillow covers, napkins, towels, hand towels, table covers,
curtains, cushion covers etc.
Laundry Services:
The relationship between the
housekeeping and laundry is significant for the smooth functioning of
housekeeping services.
Pest Control:
Pest Control is another major job of the
Housekeeping Department. It speaks
badly of a hotel where one sees rats, cockroaches, and lizards running around.
Therefore, pest control is one of the
primary responsibility of the housekeeping department.
Key Control:
The
room keys have to be handled efficiently and safely before and after letting
the room.
Safety and Security:
If the guests and staff always fear for their safety
and the safety of their belongings, the atmosphere will be very tense. Hence
the housekeeping department staff should be aware of ways to protect himself
and others, especially the guests
around him and the property of the hotel
from accidents and theft.
Interior
Decoration:
These arts and crafts have to be well maintained by
the housekeeping department. Decorating flowers is a creative and stimulating
art which often carries a message or theme. Flowers and indoor plants add
colour and beauty to a room.
Room Maintenance: Good housekeeping department is
just as responsible for the hotel's maintenance as an engineering department.
DUTIES
AND RESPONSIBILITIES OF HOUSE-KEEPING PERSONNEL:
1) Executive Housekeeper
• Ensure conformance to policies and procedure as laid dawn by the management.
• Manage staff scheduling as demanded by room occupancy forecasts and the banquet functions.
• Ensure that the staff is properly groomed and correctly uniformed.
• Check all the public areas and rooms and see that the standard of cleanliness is maintained.
• Prepares duty rosters for the staff.
• Co –ordinates with the purchase manager for purchase of linen.
• Co- ordinates with human resources department regarding the recruitment of staff.
• Supervise the staff working under her.
• Training of new recruitment.
• Set up par stock level and sanctions for uniform.
• Reports to the general manager of the hotel regarding the happenings of her department.
• Checks the working of the equipments.
• Hold meetings of the housekeeping staff.
• Prepares polices concerning housekeeping.
2) Assistant Executive Housekeeper:
• She acts as an executive house keeper on her absence.
• Assists the executive house keeper on daily functions.
• Supervises the staff working under her.
• Helps the house keeper in preparing duty roaster.
• Physically checks the areas to see that they are cleaned up as per the hotel standards.
• Trains the staff working under her.
• Checks the staff working under her.
• Checks the occupancy report.
• Checks the room attendants report.
3) Floor supervisor:
• Assigns duties to the room attendants.
• Responsible for the cleanliness and the upkeep of the assigned floors.
• Prepares occupancy report.
• Ensures the supply of guest amenities to the rooms.
• Maintains records of all room linen.
• Reports maintenance to the house keeping control desk.
• Handles guest complaints.
4) Public area supervisor:
• Assigns duties to the house men.
• Responsible for the cleanliness and the upkeep of the public areas.
• Reports for maintenance to the control desk.
• Prepares job order forms.
• Supervises pest control activities.
5) Control desk supervisor:
• He listens to the guest complaints.
• Prepares housekeeping report; a copy of which is sent to the front office.
• Co-ordinates with the maintenance department.
• Prepares job order form.
• Conveys the messages.
• Controls the movement of keys.
• Enters lost and found items.
• Co-ordinates with all the staff of the department.
• Maintains log books in the desk.
1) Executive Housekeeper
• Ensure conformance to policies and procedure as laid dawn by the management.
• Manage staff scheduling as demanded by room occupancy forecasts and the banquet functions.
• Ensure that the staff is properly groomed and correctly uniformed.
• Check all the public areas and rooms and see that the standard of cleanliness is maintained.
• Prepares duty rosters for the staff.
• Co –ordinates with the purchase manager for purchase of linen.
• Co- ordinates with human resources department regarding the recruitment of staff.
• Supervise the staff working under her.
• Training of new recruitment.
• Set up par stock level and sanctions for uniform.
• Reports to the general manager of the hotel regarding the happenings of her department.
• Checks the working of the equipments.
• Hold meetings of the housekeeping staff.
• Prepares polices concerning housekeeping.
2) Assistant Executive Housekeeper:
• She acts as an executive house keeper on her absence.
• Assists the executive house keeper on daily functions.
• Supervises the staff working under her.
• Helps the house keeper in preparing duty roaster.
• Physically checks the areas to see that they are cleaned up as per the hotel standards.
• Trains the staff working under her.
• Checks the staff working under her.
• Checks the occupancy report.
• Checks the room attendants report.
3) Floor supervisor:
• Assigns duties to the room attendants.
• Responsible for the cleanliness and the upkeep of the assigned floors.
• Prepares occupancy report.
• Ensures the supply of guest amenities to the rooms.
• Maintains records of all room linen.
• Reports maintenance to the house keeping control desk.
• Handles guest complaints.
4) Public area supervisor:
• Assigns duties to the house men.
• Responsible for the cleanliness and the upkeep of the public areas.
• Reports for maintenance to the control desk.
• Prepares job order forms.
• Supervises pest control activities.
5) Control desk supervisor:
• He listens to the guest complaints.
• Prepares housekeeping report; a copy of which is sent to the front office.
• Co-ordinates with the maintenance department.
• Prepares job order form.
• Conveys the messages.
• Controls the movement of keys.
• Enters lost and found items.
• Co-ordinates with all the staff of the department.
• Maintains log books in the desk.
6) Linen room
supervisor:
• Controls and checks up the soiled and fresh linen and uniform to and from the linen room.
• Issues linen and uniform to the staff.
• Controls the linen room.
• Checks the linen stock periodically.
7) Room attendants:
• Cleans all the guest room
• Cleans the assigned floors.
• Changes guest linen.
• Fills up day to day guest compliments and supplies.
• In charge of service trolley.
• Helps in preparing occupancy report and room attendant report.
• Replenishes service trolley with guest supplies, delegate linen, etc.
• Reports for maintenance if any
8) Public area attendants:
• Responsible for cleaning all public areas, outlets & executive office.
• Responsible for all heavy works in housekeeping department.
• Involve in post control activities.
9) Gardener:
Gardeners are responsible for maintaining all gardens in the hotel.
• Controls and checks up the soiled and fresh linen and uniform to and from the linen room.
• Issues linen and uniform to the staff.
• Controls the linen room.
• Checks the linen stock periodically.
7) Room attendants:
• Cleans all the guest room
• Cleans the assigned floors.
• Changes guest linen.
• Fills up day to day guest compliments and supplies.
• In charge of service trolley.
• Helps in preparing occupancy report and room attendant report.
• Replenishes service trolley with guest supplies, delegate linen, etc.
• Reports for maintenance if any
8) Public area attendants:
• Responsible for cleaning all public areas, outlets & executive office.
• Responsible for all heavy works in housekeeping department.
• Involve in post control activities.
9) Gardener:
Gardeners are responsible for maintaining all gardens in the hotel.
The days have long gone when housekeepers were characterised by their hard and soft brooms or by the functions of sweeping and mopping. In fact, if anyone was seen sweeping or mopping in a hotel, people would automatically associate him with the housekeeping department. Moreover, the main role of a housekeeper in earlier times was to keep the property neat, clean and hygienic.
The role of a housekeeper has changed rapidly with the changing times.
Apart from the cleaning, maintenance and aesthetic upkeep of the property, the housekeeping system in itself has been computerised. A majority of the staff who were earlier illiterate are now diploma holders with technical qualifications, All fluent in English and working on shop floors and doing basic jobs in the hospitality industry. Housekeeping control room jobs, too, which were earlier manual, are now completely computerised. Nowadays rooms, amenities and supplies are also modified from hotel to hotel, While keeping in mind the guest profile.
Modern rooms are spacious with tasteful decor and are well-equipped with many facilities, Apart from the changing room scene, housekeepers today are well-versed, not only with their jobs, Take care of horticulture, laundry operations, interiors, quality control, cost control, and the comfort and satisfaction of guests.
Today, most complaints are forwarded to the chief housekeeper and sorted out with the housekeeping staff. Only major complaints reach the front office/general managers.
Apart from this, housekeepers also do purchasing for exclusive items for special occasions. In many hotels, housekeepers also assist the sales team to generate revenue. Today's housekeepers have experience, skill as well as knowledge to run the Rooms Division.
Therefore, the housekeepers' main role in every organisation is to preserve the building decor, its interior, fabrics and furniture. Planning, men management, recruitment and training as per expectation of the management, along with controlling costs and keeping records.
In modern times, housekeepers also employ R&D for the betterment of their company. In addition, housekeepers also play the role of HRD managers for their staff, endeavoring to solve their individual grievances/operational problems within the four walls of the department concerned, before the matter gets out of hand. This is because good housekeepers always consider their staff assets to the organization.
At last as the scope of a housekeeper increases, there are a lot of challenges to be encountered simultaneously. The first factor in this respect stems from the very same understanding that the staffs are the main asset for their department.
In order to ensure guest satisfaction with zero complaint, a housekeeper has to train and motivate staff accordingly, during brain storming sessions. Apart from that, maintaining the hotel's standards, preserving the building and its decor as well as fabric and furnishing are some of the other responsibilities. To successfully run the housekeeping department, housekeepers have to keep their budget in mind at all times and deliver the best results without any excuses.
With increasing competition from new hotels, housekeepers on a daily basis have to ensure that there are no complaints; interact with guests as well as internal customers in order to get daily feedback. This is a challenge restricted not only to housekeepers, but other heads of departments, in other facets of the hospitality industry as well. And at the end of the day, there is no job surety either, in this industry. An individual has to keep delivering good results, consistently meet standards and work effectively within the budget. Housekeepers, on the other hand should have good communication skills and be effective team leaders and trainers, having wide knowledge as well as keeping an eye out for detail.
OBJECTIVES OF HOUSEKEEPING
ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
Modern rooms are spacious with tasteful decor and are well-equipped with many facilities, Apart from the changing room scene, housekeepers today are well-versed, not only with their jobs, Take care of horticulture, laundry operations, interiors, quality control, cost control, and the comfort and satisfaction of guests.
Today, most complaints are forwarded to the chief housekeeper and sorted out with the housekeeping staff. Only major complaints reach the front office/general managers.
Apart from this, housekeepers also do purchasing for exclusive items for special occasions. In many hotels, housekeepers also assist the sales team to generate revenue. Today's housekeepers have experience, skill as well as knowledge to run the Rooms Division.
Therefore, the housekeepers' main role in every organisation is to preserve the building decor, its interior, fabrics and furniture. Planning, men management, recruitment and training as per expectation of the management, along with controlling costs and keeping records.
In modern times, housekeepers also employ R&D for the betterment of their company. In addition, housekeepers also play the role of HRD managers for their staff, endeavoring to solve their individual grievances/operational problems within the four walls of the department concerned, before the matter gets out of hand. This is because good housekeepers always consider their staff assets to the organization.
At last as the scope of a housekeeper increases, there are a lot of challenges to be encountered simultaneously. The first factor in this respect stems from the very same understanding that the staffs are the main asset for their department.
In order to ensure guest satisfaction with zero complaint, a housekeeper has to train and motivate staff accordingly, during brain storming sessions. Apart from that, maintaining the hotel's standards, preserving the building and its decor as well as fabric and furnishing are some of the other responsibilities. To successfully run the housekeeping department, housekeepers have to keep their budget in mind at all times and deliver the best results without any excuses.
With increasing competition from new hotels, housekeepers on a daily basis have to ensure that there are no complaints; interact with guests as well as internal customers in order to get daily feedback. This is a challenge restricted not only to housekeepers, but other heads of departments, in other facets of the hospitality industry as well. And at the end of the day, there is no job surety either, in this industry. An individual has to keep delivering good results, consistently meet standards and work effectively within the budget. Housekeepers, on the other hand should have good communication skills and be effective team leaders and trainers, having wide knowledge as well as keeping an eye out for detail.
ROLE OF HOUSE KEEPING
The
role of housekeeping is to keep a clean, comfortable and safe house. The house keeping department in a hotel is
responsible for the cleanliness, maintenance and aesthetic upkeep of the
hotel. The house keeping department
takes pride in keeping the hotel clean and comfortable so as to create a home
away from home.
A
hotel survives the sale of rooms, food and beverage and other minor operation
services such as laundry, health club, etc. It is responsible for supply of
liner and uniforms to various other depts. and to the rooms.
It
is the responsibility of housekeeping personal to offer it within the budget if
not it reveals the inefficient mgt and operations.
INTRODUCTION TO HOUSEKEEPING
DEPARTMENT
The housekeeping is the department of a hotel
charged with cleaning and maintaining rooms and public spaces. From the time a guest
checks-in in a hotel till he checks out, it is the housekeeping department
which takes care of the guest by making his / her stay pleasant and
comfortable. In general, the housekeeping crew is responsible for the daily cleaning
of public rooms (lobbies, corridors, meeting rooms), private bedrooms and
public washrooms. In addition, it handles the laundering of linens and in some
instances, guest laundry. Housekeeping also performs a minor security function
by providing a “first alert” to potential guest problems while staff undertake
daily guest bedroom.OBJECTIVES OF HOUSEKEEPING
ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
The
organizational structure of the housekeeping department mainly depends on the
activities and the size of the hotel.
ORGANIZATION
CHART OF A LARGE HOTEL
- Executive Housekeeper.
Responsible
and accountable for the total cleanliness, maintenance and aesthetic upkeep of
the hotel.
- Assistant Housekeeper.
He
manages the resources given by the Executive Housekeeper to achieve the common
objectives of cleanliness, maintenance and attractiveness
- Uniform Room Supervisor.
The hotel staff are all
practically in uniforms his / her task is enormous and demanding as h e / she
has to keep an inventory control on various stages of use, such as, when sorted
ones are handed over, or those which are being washed or dry-cleaned in the
laundry.
- Uniform Room Attendants.
who
actually do the issue of uniforms in e x c h a n g e f o r soiled ones for
onward transmission to the laundry.
- Linen Room Supervisors.
His job is a mammoth task because he keeps track of all linen as
they would number in thousands.
- Linen Room Attendant.
Assists
the supervisor by actually issuing linen and filling such records as necessary.
- Tailor /Seamstress.
Tailor
or seamstress personnel are responsible for stitching and mending t h e linen
and upholstery’s.
- Helpers.
They
are to be found both in Uniforms and linen Rooms and do the physical work of
transporting, counting and bundling of uniforms and linen.
- Floor Supervisor.
Responsible
for the cleanliness, maintenance and presentability of the guest floors
attached to him
10. Public Area Supervisor
Responsible for the cleanliness,
maintenance and presentability of all public areas
12.
Head Houseman.
Supervises the work allotted to
Houseman, especially those in public areas. In medium sized hotels he could be
the person in charge of housekeeping on night shifts.
13.
Housemen.
Usually
handy men who do the heavy physical cleaning required in guest rooms and public
areas.
14.
Desk Control Supervisor.
The
Housekeeping Desk must be manned 24 hours as guests and staff will contact this
desk to transmit or receive information.
15.
Runner.
He
is a person who goes from one guest room to another collecting or delivering
guest laundry.
16.
Clock Room Attendants.
Responsible
for the supply of clean dry towels, soaps and Perfumeries
17.
Hat-Checkers.
This
is a service provided by superior hotels in cold climates.
18.
Night Supervisor.
They
handle all aspect of housekeeping at night including desk control operations,
issue of linen and uniform in an emergency, etc.
19.
Horticulturist.
Horticulturists,
who maintain the gardens of the hotels as well as supply flowers from the
garden for interior decorations and floral arrangements,.
20.
Head Gardener.
Supervises
the gardeners in maintaining hotel
garden
21. Gardeners.
Does the actual digging,
planting, watering, etc.
22) Room Attendants.
They also known as chamber maids or room boys. They do
the actual cleaning of guest rooms and Bathrooms
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