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INTRODUCTION AND SCOPE

The term hospitality refers to the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. Indians are known throughout the world for their hospitality. It is because of this heritage that India, with its numerous hotels, is considered one of the world’s leading hospitality venues.

The aim of all accommodation establishments is to provide their customers with clean, attractive, comfortable and welcoming surroundings that offer value for money. Nothing sends a stronger message than cleanliness in a hospitality operation. No level of service, friendliness, or glamour can equal the sensation a guest has upon entering a spotless, tidy and conveniently arranged room. Both management and guests consider the keeping of the place clean and in a good order a necessity for a hotel to command a fair price and get repeat business.

IMPORTANCE OF HOUSEKEEPING

Housekeeping may be defined as a ‘provision of a clean, comfortable safe and aesthetically appealing environment’. By another definition, ‘housekeeping is an operational department in a hotel which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.

A hotel survives on the sale of rooms, food, beverages, and other minor services such as the laundry, health club and so on. The sale of rooms constitutes a minimum of 50% of these sales. Thus, the major part of a hotel’s profit comes from room sales, because a room once made can be sold over and over again.

The effort that a housekeeping department makes in giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel. Guest rooms are the heart of a hotel. Unless its décor is appropriate, the air odour free, and furnishings and upholstery spotlessly clean, the hotels may lose the guest a s a potential repeat customer. The housekeeping department not only prepares clean guestrooms on a timely basis for arriving guests, but also cleans and maintains everything in the hotel so that the property is as fresh and attractive as the day it opened for business. Housekeeping, thus is an ancillary department that contributes in a big way toward the overall reputation of a property.

It is rightly said that housekeeping is a 24*7*365 operation. Housekeepers in the hotel industry are responsible for keeping the facility clean, safe and comfortable for guests. Their jobs include cleaning rooms, changing bedding, cleaning all bathrooms, replacing toiletries, cleaning common areas, doing laundry and ensuring a clean overall appearance. These individuals may also be required to assist in other areas of the hotel. They include all levels of housekeeping, from assistants to supervisors and executive housekeepers. It is important to have housekeeping available 24 hours per day seven days per week for guests in the hotel industry.

Challenges"California Clean Tech Open" is Copyrighted by Flickr user: jurvetson (Steve Jurvetson) under the Creative Commons Attribution license. 

Although housekeeping is vital to the hotel industry, there are several challenges. Ensuring the efficiency of the staff and cleaning chemicals is important. In addition, reducing waste and reducing the environmental impact of the hotel industry can be done through housekeeping. Training housekeeping staff to become more energy aware will aid with energy conservation and also reduce the environmental impact of the hotel industry. Housekeeping staff will also be required to anticipate guest needs. Finally, offering educational opportunities to staff members on all these areas will reduce the challenges the hotel industry faces in the housekeeping department

Trends

"Its Future is in our Hands - Live Earth" is Copyrighted by Flickr user: aussiegall (Louise Docker) under the Creative Commons Attribution license. 

With the world's focus on recycling and conservation, the hotel industry must change some of its habits. In addition, becoming more consumers focused, like offering a directory of lost and found items online, will set a hotel apart from the rest of the industry. Promoting a spirit of innovation within the housekeeping departments will assist the hotel industry in overcoming challenges and preparing it for smooth transitions to new trends and customer expectations. With the many people traveling for vacations, business or visiting family and friends, it is vital that hotels distinguish themselves from one another. Turning your hotel into a destination, rather than merely a place to stay, through exceptional housekeeping and hospitality can provide a competitive advantage  in the hotel industry.

FRONT OF THE HOUSE AREAS UNDER HOUSEKEEPING ·         Guestrooms ·         Corridors ·         Lobby and Public Restrooms ·         Pool and Patio Areas ·         Meeting rooms ·         Dining Rooms/restaurants ·         Banquet Halls ·         Convention Halls ·         Hotel Operated Shops ·         Games Rooms/Recreation Rooms ·         Exercise Rooms/Gymnasiums ·         Building exterior ·         Landscaping and Gardens

BACK OF THE HOUSE AREAS ·         Management  Offices ·         Storage Areas ·         Linen and Sewing Room ·         Laundry Room ·         Employee  Locker Rooms ·         Administrative Offices ·         Cloakrooms ·         Maid’s Service Room

Responsibilities of the housekeeping department

·         To achieve the maximum possible efficiency in ensuring the care and comfort of guests and in the smooth running of the department.

·         To establish a welcoming atmosphere and ensure courteous, reliable service from all staff of the department.

·         To ensure a general standard of cleanliness and general upkeep in all the areas for which the department is responsible.

·          To provide linen in rooms, restaurants, banquet halls, conference venues, and health clubs and so on, as well as maintain inventory for the same.

·         To provide uniforms for all the staff and maintain adequate inventories for the same.

·         To cater to the laundering requirements of hotel linen, staff uniforms, and guest clothing.

·         To provide and maintain the floral decorations and maintain the landscaped areas of the hotel.

·         To select the right contractors and ensure that the quality of the work is maintained as at the onset of business. To coordinate the renovation and refurnishing of the property as and when, in consultation with the management and with interior designers.

·         To coordinate with the purchase department for the procurement of guest supplies, cleaning agents, equipment, fabric, carpets and other items used in the hotel.

·         To deal with lost and found articles.

·         To ensure training, control, and supervision of all staff attached to the department.

·         To establish a good working relationship with other departments.

·         To ensure that safety and security regulations are made  known to all staff of the department.

·         To keep the general manager informed of all matters requiring attention.

 ORGANIZATION STRUCTURE

ORGANISATION CHART FOR A SMALL HOTEL

ORGANISATION CHART IN A MEDIUM SIZED HOTEL

           

ORGANISATION CHART IN A LARGE SIZED HOTEL

HOUSEKEEPING PERSONNEL

Housekeeping staff can be divided into three categories:

·         Managerial: Executive housekeeper, head housekeeper

·         Supervisory: Assistant Housekeeper, floor housekeeper, linen room supervisor, public area supervisor

·         Unskilled: room attendants, housepersons, cloakroom attendant

EXECUTIVE HOUSEKEEPER

The EHK reports to the General Manager, or the Resident manager, or the Rooms Division Manager. She is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. She supervises all housekeeping employees, has the authority to hire or discharge subordinates, plans and assigns work assignments, informs new employees of property regulations, inspects completed assignments, and requisitions supplies.

DUTIES AND RESPONSIBILITIES

·         Organize, supervise, and coordinate the work of housekeeping personnel on a day to day basis.

·         Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests.

·         Draw up duty rosters and supervise the discipline and conduct of the staff.

·         Assure proper communication within the department by conducting regular meetings with all personnel.

·         Hire new employees, warn employees when hotel policies are violated, and discharge employees when necessary.

·         Counsel employees on various duties and on work related issues.

·         Motivate her staff and keep their morale high.

·         Establish and maintain standard operating procedures for cleaning and to initiate new procedures to increase the efficiency of labour and product use.

·         Deal with articles that a guest may have left behind in a room

·         Organize maintenance and repair of guestrooms.

·         Ensure the provision of proper uniforms for all the hotel staff.

·         Ensure observance of hygiene and safety precautions.

·         Offer suggestions to the HR department concerning selection, recruitment, replacement, duty alterations, up gradation and so on.

·         Evaluate employees in order to upgrade them when opening arises.

·         Organize and supervise on the job and off the job training for the staff.

·         Liaise between the maintenance and HK department.

·         Inspect and approve all supply requisitions for the HK dept. and to maintain par stock, inventory control, and cost control procedures for all programmes.

·         Check the reports filed and registers maintained.

·         Maintain a time log book for all employees within the department.

·         Be responsible for the redecoration and refurbishing of rooms, lobbies and so on.

·         Provide a budget to the management, and undertake budget control forecasting.

DEPUTY HOUSEKEEPER

The deputy housekeeper reports to the EHK or the Director of Housekeeping. Large hotels may have a deputy housekeeper to which the Assistant Housekeeper reports.

DUTIES AND RESPONSIBILITIES

·         Check and ensure that all guest rooms, public areas and back of the house areas are clean and well maintained.

·         Inspect the work done by contractors- for example, pest control, laundry, window cleaning and so on.

·         Prepare staff schedules and duty rotas.

·         Ensure periodical stock taking and maintaining of stock records for linen, uniforms and equipment.

·         Provide the necessary information to and assist the executive officer in staff appraisal, disciplining, termination and promotion.

·         Develop and implement training programmes within the housekeeping department in consultation with the executive housekeeper.

·         Assist the Executive housekeeper in forecasting and budgeting for operating and capital expenditures.

·         Take charge of the housekeeping department in the absence of the EHK.

ASSISTANT HOUSEKEEPER/HOUSEKEEPING MANAGER

The assistant housekeeper usually reports to the EHK. Generally, hotels employ one assistant housekeeper per 50-60 rooms. There may be just one assistant housekeeper under the EHK in a medium sized hotel or one for each shift in a large hotel.

DUTIES AND RESPONSIBILITIES

·         Be responsible for the efficient and orderly management of cleaning, servicing and repairing of guestrooms.

·         Be responsible for the hotel linen and check its movement and its distribution to room attendants.

·         Keep an inventory of all housekeeping supplies and check it regularly.

·         Assist the room attendants in their work.

·         Provide the front office with a list of rooms ready for allotment to guests.

·         Organize the flower arrangements.

·         Arrange the training of staff and substitute for the EHK in case of his or her absence.

·          Update record books, registers and files.

·         Compile the maid’s roster.

·         Check the VIP and OOO rooms.

NIGHT SUPERVISOR

DUTIES AND RESPONSIBILITIES

·         Ensure that all public areas are thoroughly cleaned at night, which is the only time when the traffic is low.

·         Clear departure rooms to the front office if necessary.

·         Plan the order of work according to priority and direct the staff accordingly.

·         Make sure that departure rooms are serviced and made ready as soon as possible in order that reception may re-let any time.

·         Organize special cleaning of rooms as required.

·         See that all lost and found articles are deposited with the control desk.

·         Help with the training of the staff.

·         Ensure the submission of room attendant’s reports and the room status report.

·         Report any safety and security hazards.

EVENING SHIFT SUPERVISOR

DUTIES AND RESPONSIBILITIES

·         Check all log entries and ensure they are followed up.

·         Ensure that all keys are deposited back before taking over the shift.

·         Ensure the cleaning of rooms that are not serviced in the morning-rooms with a DND, Double locked or refuse service status.

·         Ensure all departure rooms are cleaned and released to the front office as soon as possible.

·         Ensure that the turndown service is carried for all rooms.

·         Ensure public areas are kept clean at all times.

PUBLIC AREA SUPERVISOR

DUTIES AND RESPONSIBILITIES

·         Check all public areas against area check-lists and see that they meet the standards of cleanliness stipulated.

·         Remove furniture, curtains and other fixtures, which require repairs, mending, spotting, washing, etc.

·         Maintain a regular and complete advance scheduled programme for cleaning public areas after receiving the final concurrence of the Executive Housekeeper.

·         Prepare schedule for the chandelier cleaning crew.

·         Prepare Schedule for the carpet shampoo crew.

·         Inspect staff turnout.

·         Train new recruits.

·         Submit performance appraisals of staff working under his / her control.

·         Clean safety and security systems in public areas, e.g. locks, shutters, etc.

·         Account for furniture movements, if any.

·         Initiate and follow-up maintenance orders for public areas/ service areas under his / her control.

·         Check and control equipment like hovers, floor washing machines, floor polishing machine, carpet shampoo and beating machines and ensure that they are used correctly and maintained properly.

·         Ensure that banquet halls and conference halls are kept ready for functions and conferences.

·         Ensure that flower arrangements are placed in the appropriate places in the public areas

FLOOR SUPERVISOR

DUTIES AND RESPONSIBILITIES

·         Assign duties to the floor housemen and room attendants.

·         Inspect each room completed by Room Attendants according to specified room checklist and ensure that they meet the standards of the establishment in terms of cleaning, functional and aesthetic value.

·         Check par stocks of linen and guest supplies and cleaning supplies on floors and ensure timely delivery of soiled linen to laundry and requisition for fresh linen from linen room and guest supplies / cleaning supplies from the stores.

·         Train Room Attendants and Housemen for maximum productivity and standards of efficiency.

·         Submit performance appraisals periodically for each staff under his / her control.

·         Check all safety systems on the allotted floors.

·         Liaise with security on security aspects on guest floors.

·         Account for movement of linen from his / her floors.

·         Prepare housekeeping occupancy lists for front Office.

·         Check all maids’ carts to ensure it is well stocked with linen supplies and as per standards stipulated.

·         Follow upon maintenance orders sent to Engineering.

 UNIFORM / LINEN ROOM SUPERVISOR

DUTIES AND RESPONSIBILITIES

1. Schedule linen / uniform room staff.

2. Check periodically the condition of uniform and hotel linen.

3. Assign daily work to tailors.

4. Devise and maintain an effective control system to issue clean linen and uniforms.

5. Co-ordinate closely with the laundry department to ensure timely supply of fresh uniforms and linen.

6. Conduct periodic inventories of linen and uniforms.

7. Ensure that all linen, uniforms needing stitching, mending is immediately attended to before being sent to the Laundry Department.

8. Ensure that the Linen Room is kept neat and clean.

9. Ensure that all linen, uniforms and materials are neatly and systematically stacked and arranged and properly labelled.

10. Train the staff to perform their duties effectively and, efficiently.

11. Maintain all relevant records in respect of material, uniforms / linen-storage and movement.

ROOM ATTENDANT

DUTIES AND RESPONSIBILITIES

1. Clean guest bathrooms and replenish supplies.

2. Clean guest bedroom and replenish supplies as per room checklist.

3. Report missing or broken hotel property to the Floor Supervisor.

4. Maintain a polite, dignified and helpful and pleasing attitude towards the guests.

5. Attend daily briefings and give attendance.

6. Receive allocation of floor and rooms.

7. Replenish maid cart with guest supplies, detergents and linen.

8. Count soiled linen handed over to floor linen room.

9. Hand over lost and found articles to Supervisor

10. Make physical check of rooms for preparing the house keeping occupancy list.

11. Check that all bulbs and switches are working. In case of defect or fuse, report the same to the Floor Supervisor.

12. Change the water glasses daily and fill the water flasks.

13. Turn down beds in the evening and draw the curtains. Remove and dispose off refuse and rubbish at the assigned area.

14. Return keys to the Housekeeping Department before going off duty.

15. Ensure that Housemen polish guest shoes and assist the Bell Boys in carrying guest luggage when required.

16. Prepare room checklist.

 UNIFORM / LINEN ROOM ATTENDANT

DUTIES AND RESPONSIBILITIES

1. Issue uniforms to all hotel employees on a one-to-one basis.

2. Count soiled uniforms / linen received and delivers the same to the laundry department.

3. Maintain records of linen and uniforms movements.

4. Store uniform and linen according to prescribed methods. Check for damages when receiving dirty uniforms.

5. Check for fitness of uniforms as per norms laid down before issuing.

CLOAK ROOM ATTENDANT

DUTIES AND RESPONSIBILITIES

1. Take soiled hand towels to the linen room for replacement.

2. Maintain adequate stocks of soap, detergents and hand towels to meet demands at peak level.

3. Maintain shoe-shine kit and clean guest shoes, if required.

4. Maintain all cupboards and fixtures installed in the cloak room.

5. Maintain a polite, dignified and helpful attitude to guests.

6. Report any plumbing deficiencies to Public Area Supervisor.

7. See that clack rooms are immaculately clean. Faucets should be sparkling, wash basins dry and environment free of unpleasant odour.

8. Supply the guest with towels, soap, comb, brush and powder.

9. Sweep, wash and scrub the floors.

10. Clear the soiled linen periodically from the baskets.

11. Brush the guest’s jacket, if requested.

TAILOR / UPHOLSTERER

DUTIES AND RESPONSIBILITIES

1. Mend all damaged linen.

2. Mend all damaged uniforms.

3. Refurnish all damaged upholstery handed over by the Supervisor.

4. Estimate the requirements of material and request the Linen Room Supervisor to requisition it from stores.

5. Collect material from the stores and take to the work area assigned.

6. Pre-shrink all materials which have a tendency to shrink.

7. Cut the fabric as per requirement of each particular item.

8. Check the quality of springs, in the cots and replace, if necessary under directions of the Linen Room Supervisor.

9. Fasten springs properly with strings and place the foam in position.

10. Keep the work area assigned neat and tidy.

11. Store systematically all items, i,e, needle, thread, etc.

12. Prepare requisition for replenishment of stock and render accounts of the same.

13. Render account of material consumed and balance left over should be handed back to stores.

HEAD GARDENER

DUTIES AND RESPONSIBILITIES

1. Ensure that the prescribed landscaping is carried out in the garden.

2. Be knowledgeable about seasonality of plants and their maintenance conditions.

3. Brief on the work, schedule and allot duties to gardeners to meet daily exigencies.

4. Dig-up landscaped areas for fresh planting.

5. Procure seeds from reliable sources at least cost.

6. Procure, control and supervise the usage of manure and fertilizers.

7. Ensure that seeds planted are done so with consideration for ultimate aesthetic appeal and survival.

8. Ensure that gardeners follow the watering fertilizing and maintenance schedules, reporting any water shortage problems and suggesting alternatives.

9. Cut, prune, trim hedges, bushes, flowers to enhance aesthetic appeal.

10. Maintain nursery at optimum conditions and ensure steady supply of saplings for planting.

11. Provide the hotel with flowers, garlands, wreaths, bouquets as required. Also grow, supply and maintain indoor plants for the hotel.

12. Ensure that lawns are well maintained, healthy and kept clean at all times.

13. Train and motivate gardeners.

14. Ensure that gardeners handle garden tools and machines properly and carefully.

 HOUSEMAN

DUTIES AND RESPONSIBILITIES

1. Hoover carpets.

2. Shift beds, chairs, heavy furniture for cleaning carpets.

3. Beat carpets and shift from one area to another.

4. Clean swimming pool when assigned.

5. Clean all surfaces including garden paths, etc.

6. Polish all brassware.

7. Clean all windows, door and ventilators.

8. Clean and replenish linen in the floor and pool area.

9. Do all heavy cleaning like shaft cleaning, terrace cleaning,

 GARDENER

DUTIES AND RESPONSIBILITIES

1. Take daily briefing from Head Gardener.

2. Maintain landscaped area properly and also prepare for fresh planting.

3. Plant seeds and saplings as per conditions and concept prescribed.

4. Apply manure and fertilizers economically ensuring proper coverage.

5. Perform spraying of insecticides and fungicides to control or as prophylactic measure against pest and disease incidence as directed by the Head Gardner.

6. Water all gardened areas as per daily schedule and routine.

7. Maintain the nursery as instructed.

8. Cut, trim, Prune hedges, buses, flowers to enhance aesthetic appeal.

9. Prepare such flowers potted plants, wreath, bouquets, etc, as required by the Hotel.

10. Maintain indoor plants as per schedule when assigned.

11. Utilize garden tools correctly.

12. Be punctual and regular.