IMPORTANCE OF HOUSEKEEPING

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.

ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT

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

Public Area Supervisor

           Responsible for the cleanliness, maintenance and presentability of all public areas                                                                                                                               

 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.

Housemen.

Usually handy men who do the heavy physical cleaning required in guest rooms and public areas.

Desk Control Supervisor.

The Housekeeping Desk must be manned 24 hours as guests and staff will contact this desk to transmit or receive information.

 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

Hat-Checkers.

 This is a service provided by superior hotels in cold climates.

Night Supervisor.

They handle all aspect of housekeeping at night including desk control operations, issue of linen and uniform in an emergency, etc.

Horticulturist.

Horticulturists, who maintain the gardens of the hotels as well as supply flowers from the garden for interior decorations and floral arrangements,.

 Head Gardener.

 Supervises the   gardeners in maintaining hotel garden

Gardeners. 

             Does the actual digging, planting, watering, etc.                                                          

Room Attendants.

            They also known as chamber maids or room boys. They do the actual cleaning of guest rooms and Bathrooms

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

1.     Ensure conformance to policies and procedure as laid dawn by the management.

2.     Manage staff scheduling as demanded by room occupancy forecasts and the banquet functions.

3.     Ensure that the staff is properly groomed and correctly uniformed.

4.     Check all the public areas and rooms and see that the standard of cleanliness is maintained.

5.     Prepares duty rosters for the staff.

6.     Co –ordinates with the purchase manager for purchase of linen.

7.     Co- ordinates with human resources department regarding the recruitment of staff.

8.     Supervise the staff working under her.

9.     Training of new recruitment.

10.  Set up par stock level and sanctions for uniform.

11.  Reports to the general manager of the hotel regarding the happenings of her department.

12.  Checks the working of the equipments.

13.  Hold meetings of the housekeeping staff.

14.  Prepares polices concerning housekeeping.

2) Assistant Executive Housekeeper:

1.     acts as an executive house keeper on her absence.

2.     Assists the executive house keeper on daily functions.

3.     Supervises the staff working under her.

4.     Helps the house keeper in preparing duty roaster.

5.     Physically checks the areas to see that they are cleaned up as per the hotel standards.

6.     Trains the staff working under her.

7.     Checks the staff working under her.

8.     Checks the occupancy report.

9.     Checks the room attendants report.

3) Floor supervisor:

1.     Assigns duties to the room attendants.

2.     Responsible for the cleanliness and the upkeep of the assigned floors.

3.     Prepares occupancy report.

4.     Ensures the supply of guest amenities to the rooms.

5.     Maintains records of all room linen.

6.     Reports maintenance to the house keeping control desk.

7.     Handles guest complaints.

4) Public area supervisor:

1.     Assigns duties to the house men.

2.     Responsible for the cleanliness and the upkeep of the public areas.

3.     Reports for maintenance to the control desk.

4.     Prepares job order forms.

5.     Supervises pest control activities.

5) Control desk supervisor:

1.     He listens to the guest complaints.

2.     Prepares housekeeping report; a copy of which is sent to the front office.

3.     Co-ordinates with the maintenance department.

4.     Prepares job order form.

5.     Conveys the messages.

6.     Controls the movement of keys.

7.     Enters lost and found items.

8.     Co-ordinates with all the staff of the department.

9.     Maintains log books in the desk.

6) Linen room supervisor:

1.     Controls and checks up the soiled and fresh linen and uniform to and from the linen room.

2.     Issues linen and uniform to the staff.

3.     Controls the linen room.

4.     Checks the linen stock periodically.

7) Room attendants:

1.     Cleans all the guest room

2.     Cleans the assigned floors.

3.     Changes guest linen.

4.     Fills up day to day guest compliments and supplies.

5.     In charge of service trolley.

6.     Helps in preparing occupancy report and room attendant report.

7.     Replenishes service trolley with guest supplies, delegate linen, etc.

8.     Reports for maintenance if any

8) Public area attendants:

1.     Responsible for cleaning all public areas, outlets & executive office.

2.     Responsible for all heavy works in housekeeping department.

3.     Involve in post control activities.

9) Gardener:

Gardeners are responsible for maintaining all gardens in the hote

PERSONALITY ATTRIBUTES OF HOUSEKEEPING STAFF:-

There are certain qualities which a housekeeping staff should possess in order to perform the housekeeping functions which are sometimes more important than the skill too.

                                          i.    Pleasant personality- The staff should have a good presentation of ones own self when interacting with guests. This reflect the quality of service and standards in an establishment.

                                         ii.    Physical fitness- The housekeeping staff should go through a thorough medical examination and should be fit to perform the housekeeping functions.

                                        iii.    Personal Hygiene- The housekeeping staff should have healthy skin, clean hair, eyes, teeth, nose, nails and fingers etc.

                                        iv.    Eye for detail- The staff should possess power of critical observation to make a flawless room and keen sense to inspect rooms for perfection.

                                         v.    Cooperation- The staff must cooperate with staff of other departments for team work and more efficiency.

                                        vi.    Adaptability- The staff should be able to adopt to new ideas and accept changing situations willingly

                                       vii.    Honesty- The housekeeping staff need to have this quality as they have access to all the rooms and guest belongings are left lying around. They also deal with various kinds of guest amenities that are very expensive. So they should have inherent discipline and integrity.

                                      viii.    Tactful and diplomatic- The housekeeping staff have to handle guest requests and complaints. The guests are fussy and can make unusual requests. The staff have to be tactful and diplomatic to handle these requests.

                                        ix.    Right attitude- The staff should have a right attitude which displays an even temper, courtesy and good humor and optimistic in nature.

                                         x.    Calm Behavior- Should be able to handle situations with composed personality and humbleness and politeness.

                                        xi.    Courteous- Should be courteous to both guests and colleagues

                                       xii.    Punctuality- Should have respect for time during working hours as this reflects on his/her sincerity.

                                      xiii.    Good memory- Should have good memory to remember staff likes, dislikes, needs and wishes of guests and especially repeat guests.

COORDINATION WITH FRONT OFFICE.

1.     To ensure efficient rooming of guests, both housekeeping and front office must inform each other of changes in a room’s status. Knowing whether a room is occupied, vacant, on change, out of order (OOO), under repair, or similar for proper room management

2.     There should be coordination to clean front office public areas

3.     There must be coordination between housekeeping and front office department to share information on occupancy levels which helps to forecast occupancy for the year and makes it easier to draw up a budget, establish par stock levels and estimate required staff strength.

4.     There should be coordination know about the daily room report and housekeeping discrepancy report.

5.     It also helps to gear renovations and spring cleaning to low occupancy periods there by preventing loss of revenue.

6.     The housekeeping and front office department also coordinate with each other for other important information which require special attention like

7.     VIPs in house: this information is essential so that the staff can take a little extra care and keener precautions in cleaning and supervising VIP rooms.

8.     Groups in the house: the group rooming list must be provided before the group’s arrival to the housekeeping as groups tends to move together in terms of arrival, departure, sightseeing tours and meals. Their rooms need to be readied together in view of strict time parameters. Group rooming lists enable the hk department to organize their work and have the group’s room ready on time.

9.     Crews in the house: Sometimes the arrival of a crew and the departure of another crew from the same airline may overlap. In such circumstances, it is important for the allotted rooms to be cleaned within a short period of time. Thus for this there should be a effective coordination between front office and housekeeping.

10.  Flowers: sometimes the management extends its compliments to a guest with a special gesture of a flower arrangement in the room as recognition of the importance of a person. This requirement of flower arrangements for certain guests is conveyed to housekeeping by the front office on a daily basis.

11.  Apart from the above communications the front office needs to depend on housekeeping for the provision of clean uniforms to its staff.

COORDINATION WITH FOOD AND BEVERAGE DEPARTMENT

1.     The coordination of housekeeping with the restaurants and banquet halls is mainly concerned with the provision of linen and uniforms.

2.     On his/her part the restaurant manager should ensure that the time set for the exchange of linen must be maintained and linen should not be lost or misused.

3.     There should be coordination to maintain minibar in guest rooms.

4.     The housekeeping should be well informed about the forthcoming banquet function in advance so that housekeeping will arrange everything to organize that function.

5.     House keeping may also have to arrange for flower decorations for banquets.

6.     The coordination between the two departments becomes particularly necessary in collection of trays from the guest corridors which are collected from the room, placement of fruit basket in special rooms.

7.     In many hotels housekeeping also looks after pest control in restaurants, kitchens, and stores attached to them. Special cleaning of these areas call for coordination with the housekeeping department.

8.     Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which too they need to coordinate with housekeeping.

COORDINATION STORE

1.     Coordination with stores ensures the availability of day-to –day necessities of housekeeping.

2.     Larger hotels have a store attached to the housekeeping department that stocks linen, supplies and so on.

3.     Smaller hotels may stock them in the general store, except for linen, which is sent to the housekeeping department on purchase.

4.     Communication with stores is by way of a requisition form, which housekeeping sends to when it requires certain items. The requisition form is called as store requisition form.

COORDINATION WITH PURCHASE DEPARTMENT

1.     The purchase department procures out –of –stock items for housekeeping, such as guest supplies and amenities, stationery, linen, cleaning materials and equipments etc.

2.     Housekeeping should convey their requirements to purchase by way of advance notice in the form of a purchase requisition.

COORDINATION WITH PERSONNEL DEPARTMEN

1.     Acquisition: human resource planning, recruitment, selection and induction/ socialization.

2.     Maintenance: compensation management e.g. pay/ salary, wages, over time, medical treatment etc.

3.     Motivation: performance appraisal system, reward management system and training and development.

COORDINATIONWITH SALES AND MARKETING DEPARTMENT

1.     There should be effective coordination between sales and marketing department and housekeeping to supply promotional items in guest rooms and other areas of hotel.

2.     The sales and marketing department informs housekeeping of the occupancy forecast for the entire year, which is broken up month wise. This enables housekeeping to budget for the necessary expenses

3.     An important contribution of the housekeeping staff to hotel sales is ensuring that repeat business is obtained by providing the level of cleanliness and service that meets or exceeds guest expectations.

4.     The sales and marketing team also have to depend on housekeeping for their uniforms.

5.     Two things are certain in the hotel business: no matter how many guests a salesperson brings in the door, if housekeeping does not execute its function with excellence the guests will not be coming back.

6.     Vice versa, no matter how well- kept the rooms, if the sales staff does not bring potential guests to the hotel, occupancy falls.

COORDINATION WITH MAINTENANCE DEPARTMENT

1.     The housekeeping department depends on maintenance to keep things in order.

2.     While carrying out their scheduled work, housekeeping employees may find some deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets, leaking pipes or malfunctioning air-conditioning units etc.

3.     A need for urgent repairs is reported to maintenance over telephone and these requests are usually taken into action immediately.

4.     There are various heads under which maintenance work is done they are:

5.     Electrical work: air conditioning and heating; fused bulbs , lights and lamps that are not functioning ; defective plugs and plug points ; short circuits; and faulty geysers , refrigerators , and minibar fall under this category.

6.     Boiler work: this is necessary to maintain a supply of hot water to guestroom.

7.     Mechanical work: this entails repair or replacement of any faulty equipment, such as vacuum cleaners, ice-cube machines, and so on.

8.     Plumbing work: this deals with faulty faucets (taps), showers, drainage systems, water closets, and so on.

9.     Carpentry work: broken of shaky furniture; mirrors and cupboards in less than peak condition, and fresh woodwork are all part of this.

COORDINATION WITH SECURITY DEPARTMENT

1.     The coordination here is mainly concerned with the prevention of fire and thefts and the safekeeping of keys and lost property.

2.     Housekeeping personnel should also report anything of a suspicious nature or movement in hotel immediately to the security staff.

3.     Housekeeping have to coordinate if they see any anti-social activities in the guest room such as gambling, smuggling and so on.

4.     The security department is responsible for conducting training sessions on handling emergency situations for the staff.e.g they conduct fire drill to train staff to gear up in a fire emergency.