2 Relationship Between Housekeeping and Other Departments Absolutely essentialUsually becomes complicated and sometimes politicalTiming of housekeeping activities is affected by the requirements of other departmentsEssential that department head communicates to his or her staff that cooperation and flexibility are pertinent to the effective performance of their jobs and to the overall success of the hotel
3 Housekeeping Staff Organization Structure Figure 4-1 in the textbook is somewhat misleading unless employed at a rather large propertyHousekeeping department is usually the largest in the hotelIt can comprise 75% or more of the total permanent staffExecutive Housekeeper (Director of Housekeeping)May work under the Rooms Manager or the GM or AGM or the Resident ManagerResponsible for the cleanliness and order of the entire hotelKey responsibilities: recruitment, hiring, firing, ordering, maintaining inventory and accurate records, scheduling, training, etc.In cooperation with the controller, establishes a pattern of consumption, a ratio between the volume of business and usage of supplies
4 Housekeeping Staff (continued) Assistant HousekeeperWork under the supervision of the Executive HousekeeperMay be several of these positions depending on the size of the hotelSchedule, train, supervise, prepare schedules, inspect roomsHandle public areas, executive offices, banquet areas, restaurant, guestrooms, linen closets, laundry, etc.
5 Housekeeping Staff (continued) Inspector or InspectressUnder the direction of the Assistant HousekeeperTrains room attendants, organizes the work of room attendants, controls equipment and supplies, evaluates job performance of the room attendants, provides feedback to improve efficiency and effectivenessHousemenCarpet cleaning, wall washing, window washing, drapery cleaning, shampooing furniture when necessary, deep cleaning
6 Housekeeping Staff (continued) Room AttendantNot “maids” any longerReport to an Inspector or Assistant Hskpr.Makes bed, supplies each room with clean linen, cleans the room, bathroom, may handle “turn down” serviceUsually clean roomsResponsible for care and maintenance of all equipment, including the housekeeping cart
7 Housekeeping Staff (continued) Laundry SupervisorUsually reports to the Assistant HousekeeperI’ve seen plenty of variations on this themeHotel may contract out laundryImportant to count and monitor dailyOften results in “shrinkage”Monitors the quality of linens and takes any necessary remedial action
8 SchedulingExecutive Housekeeper typically schedules personnel 2 weeks in advance for the morning, afternoon and evening shiftsDocuments needed: written weekly rooms forecast, revised 3-day rooms forecast, weekly function sheets, VIP list, daily check-outs listNumber of rooms a room attendant is expected clean = # of minutes required to clean a room X number of rooms to be cleaned divided by sixtyDifferent hotels may have different expectations; all-suite or luxury hotels may require more than 30 minutes per roomEmployee turnover in housekeeping is usually quite high; if the Dir. Of Housekeeping is effective in training and motivation, this will help reduce turnover as well as the hotel’s overall turnover
9 Guestroom CleaningIn most hotels, each floor has a large housekeeping closet that houses the carts and supplies as well as a dirty linen chuteSupplies are replenished each evening by a house person or “runner” including sheets, pillow cases, bath towels, washcloths, etc.Each floor closet also contains a reserve of mattress pads, bedspreads, blankets and shower curtainsThere are minimal standards that should be considered when evaluating the cleaning of a guestroom (Figure 4-4)Some of the major items include:Turn on all lights to find burned out bulbsTurn off unnecessary lightsSet A/C to proper temperatureMake sure alarm clock has correct timeMake sure beds are stripped and inspected thoroughlyBe careful with ashesMany other items can be found in Figure 4-4House persons are also directly involved in servicing the guestroomsEach room should be deep-cleaned every 3 to 8 weeksReality check
10 Inventory and ControlLinen room is often called the “heart” of the housekeeping departmentOverstocking can lead to waste and unnecessary expense and under-stocking is much more commonplace and more frustratingIdeal level of operating par stock (according to textbook) for room linen is five times the daily amount in use
11 Inventory and Control (continued) A factor of is more normal for linen count, especially if the hotel has its own laundry facilityHotels must also stock tablecloths, matching napkins, etc.Alternative is to rent from a linen-supply companyPerpetual inventory must be kept
12 Inventory and Control (continued) Linen represents a major operating expense and bulk buying reduces the unit costFour ways in which linen can be taken out of circulationNormal wear and tear – the number of washes linen can be put through before wearing outImproper use or carelessness in handlingUsing napkins to clean utensilsCleaning floor spillsWipe out ashtrays with a washcloth containing a lit cigaretteLosses in a laundry need to be checked against the pieces charged on the laundry bill (if using an outside service)Theft: controls and surveillance can minimize these lossesRoom attendants should be trained to report to their Inspector any major missing items or damage to the guestroomEmployee theft also needs to be guarded against
13 Employee SafetyThe Occupational Safety and Health Act (OSHA) mandates employer to keep his or her place of business free from any hazards that might cause injury to an employeeSee Figure 4-6 for the most frequent types of injuries occurring in hotelsChemicals, burns, unsafe conditions, etc.Responsibility, reputation and quality of serviceMoral obligation to provide a safe, secure place for its guests and employeesLegal obligation to meet national, state and local safety regulationsEconomics – accidents are expensive!Accident Prevention – minimize injuries through prevention
14 Summary Staffing Inventory control Employee injuries Linen costs, loss and theft preventionA well-organized and consistently implemented safety program is importantLabor is very expensive in this department and needs to be well-controlled
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