1. The Role of Housekeeping in Hospitality Operations

2. Housekeeping and Front Office
Communicating room status

3. Housekeeping and Maintenance
Types of Maintenance
Routine Maintenance
Preventive Maintenance
Scheduled Maintenance

4. Housekeeping and Maintenance
Routine Maintenance
Related to the general upkeep of the property, occurs on a regular (daily) basis, and requires relatively minimal training or skills.

5. Housekeeping and Maintenance
Preventive Maintenance
Inspection (on random basis)
Discover any problems
Work order initiation

6. Housekeeping and Maintenance
Scheduled Maintenance Preventive maintenance sometimes identifies problems and needs beyond the scope of a minor correction. These problems are brought to the attention of engineering through the work order system and the necessary work is then scheduled by the property engineering department.

7. Identifying Housekeeping’s Responsibilities
Cleaning Areas:
Guestrooms and beyond…
Corridors
Public areas
Pool and patio areas
Management offices
Storage areas
Linen and sewing rooms
Laundry rooms
Back of the house areas

8. Identifying Housekeeping’s Responsibilities
Management of Housekeeping Department:
Room Assignment
Training
Room inspection
Communication
Inventory control – linens, guest
supplies, cleaning supplies,
Occupational Safety and Health
Going green – green initiatives

9. Planning the work of the Housekeeping Department
Area inventory lists
Performance standards
Productivity standards

10. Area inventory lists
Is the first planning activity, because the lists ensure that the rest of the planning activities address every item for which Housekeeping will be held accountable. Inventory lists are bound to be long and extremely detailed. Since most properties offer several different types of guestrooms, separate inventory lists may be needed for each room type.

11. Performance Standards
Not only what must be done, but also describes in detail how the job must be done. (The primary objective is consistency of cleaning tasks)
Performance standards are communicated through ongoing training programs
Manager must ensure conformity to standards by inspection (“You can’t expect what you don’t inspect”)

12. Productivity Standards
Determine the acceptable quantity of work to be done by department employees.
“How long should it take for a housekeeping employee to perform an assigned task according to the department’s performance standard?”
(Handout)

13. Par Number
Refers to the number of items that must be on hand to support daily, routine housekeeping operations.
Par of four (one set of
sheets in the wash,
one set of sheets on
the bed, and two sets
of sheets on the shelf
ready for use)
For example, one par of linens is the total number of items needed to outfit all the hotel guestrooms once; two par of linens twice, etc.

14. Turn-down service
Hotel service in which a room is cleaned and refreshed, and bed linen is turned down for sleeping, usually during the period guest is not in the room.(5-7pm)
Room is cleaned/refreshed
Bathrobe/slipper prepared
Guest amenities – chocolate, cookies, fruits, sparkling water, mint, etc.
Ice bucket filled up
Extra complimentary water provided
Curtains are drawn
Background music playing

15. Lost and Found Register the item/s in the Lost & Found Register
Tag the item/s so that the item serial number is easily visible
Segregate the items into the following categories: Perishable items (esp. Food),Medicine, Non-Valuable,Valuable
Perishable items - To be disposed of within 24 hours of receipt. HSKP Manager/Security Manager will sign the item off so that it can be properly disposed of.
Medicine - To be disposed of after a three (3) month period, OR according to the expiry date on the packaging of the medicine, whichever date is first
Non-Valuables – To be disposed of after three (3) months
Valuables - ID/passport, any items above xx amount or at the discretion of HSKP/Security Manager - once logged, the Security Supervisor must store items in the safe. For passports/Ids, if no inquiry is received within twenty four (24) hours, contact the respective Embassy/Consulate)