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HOUSEKEEPING OPERATION: ROLES AND FUNCTIONS OF HOUSEKEEPING PERSONNEL
- 1. CHAPTER 2 ROLES AND FUNCTIONSOF HOUSEKEEPING PERSONNEL By : Mumtazul Ilyani
- 2. Defined as theprovision of a clean, comfortable and safe environment. Should be able to provide a quick and through servicing of bedrooms and public areas to a high standard consistency and with as little inconvenience to the guest. 2 DEFINITION OF HOUSEKEEPING
- 3. TO PROVIDE –clean, safe and comfortable environment TO PROTECT AND MAINTAIN – cleanliness of building and surrounding TO CONFIRM –sanitation requirement of health law TO EXTEND – friendly and courteous service 3 OBJECTIVES OF HOUSEKEEPING
- 4. First impression –looking at the condition of the room, will give good/bad impression to the hotel as a whole Provide friendly and efficient manner of hospitality and services – assisting guest and helping them Provide ‘home-away-from-home’ feeling to guests – provide comfortable environment Maintain excellent standards of services and cleanliness in the best insurance for investment in a hotel 4 IMPORTANCE OF HOUSEKEEPING
- 5. Maintaining cleanliness Reporting anydamages and repairs Being alert of safety hazard Proper disposal of trash Coordinating 5 RESPONSIBILITIES OF HOUSEKEEPING
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- 7. JOB DESCRIPTION EXECUTIVE HOUSEKEEPER (Directorof Housekeeping) ASSISTANT HOUSEKEEPER (Housekeeping Manager) • Oversee the overall administration and operation of the department. • To ensure excellence in housekeeping sanitation, safety, comfort for hotel guests. • To act as a source of contact in interdepartmental communication. • To provide budget, budget control and forecasting to upper management. • Reports to the General Manager and Room Division Manager • To assist Executive Housekeeper. • Co-ordinates with other department. • Monitoring inventory. • To improve efficiency and productivity • Assigns day to day responsibility to supervisors and staff. • Reports to the Executive Housekeeper.
- 8. JOB DESCRIPTION DEPUTY HOUSEKEEPERFLOOR SUPERVISOR • To assist Executive Housekeeper. • Large hotel may have a deputy housekeeper to whom the assistant housekeeper report. Responsibilities : • Check and ensure all guestrooms, public areas and back of the house areas are clean and well maintained. • Inspect the work done by contractors, for example pest control and outside window cleaning. • Develop and implement training programs. • Take charge of HK department in the absence of EK. • Reports to the Assistant Housekeeper. • Have final responsibility for the condition of guestroom (inspect the guestroom). Responsibilities: • Prepare daily assignments. • Supervise and monitor staff. • Emphasis on safety and security. • Training. • Keep record on movement of chemical, equipment, keys and staff attendance.
- 9. JOB DESCRIPTION GUESTROOM ATTENDANTS/ MAIDS • Report to the Floor Supervisor. • Generally hotels employ one room maid per 15-20 rooms. • Most hotels use the term attendant rather than maid since men already entered this arena earlier dominated by women. Responsibilities: • Cleaning and tidying rooms. • Change guestroom and bathroom linen. • Make guestrooms beds. • Be responsible for getting guest laundry processed. • Replenish the trolley with guest supplies, cleaning agents and linen. Evening maids : - Turn down service / Second service - Extra work
- 10. JOB DESCRIPTION UNIFORM ROOMSUPERVISOR UNIFORM ROOM ATTENDANT • Reports to the Assistant Housekeeper. • Responsible for the maintenance of hotel staff uniforms Responsibilities : • Providing clean, serviceable uniforms to the staff of the hotel. • Keep an inventory control of various uniforms in various stages of use. • Set the budget for additional material for staff uniforms. • Checking repaired uniforms from tailor room. • Reports to the Uniform Room Supervisor. • In the actual contact with the staff for the issue of uniforms. Responsibilities: • Issue clean uniforms while receiving soiled one. • Send soiled uniforms for laundering • Examine the laundered items • Send torn uniform to the seamstress • Keep a count of uniforms. • Count and record uniforms.
- 11. JOB DESCRIPTION LINEN ROOMSUPERVISOR LINEN ROOM ATTENDANT • Reports to the assistant housekeeper. • Supervises the work of the linen room and may have several linen attendants to assist him/her. Responsibilities : • Responsible for the entire hotel’s linen. • Send dirty linen to the laundry after checking them piece by piece. • Checking repaired linen from tailor room. • Maintain a register of linen movements and check the linen regularly. • Supervise the work of the linen attendants and tailors. • Reports to the Linen Room Supervisor. Responsibilities: • Sorting all the bed sheets, pillowcases, towels, napkins, table cloths into separate stacks. • Issue clean linen on a clean-for- soiled basis. • Place soiled linen in containers and send to laundry. • Examine and count items on their return from laundry. • Send torn articles to the seamstress for repair. • Maintain proper records.
- 12. JOB DESCRIPTION NIGHT SUPERVISOR •Reports to the Assistant Housekeeper. • Supervises all night staff engaged in the cleaning of public areas and guestrooms in the hotel. Responsibilities : • Ensure all public areas are cleaned at night (low traffic). • Organize special cleaning of rooms as required. • Ensuring the provision of guest supplies such as water bottle, extra bed or towels. • Help with the training staff. • Report any safety and security hazards. NIGHT ATTENDANT • Reports to the Night Shift Supervisor. Responsibilities: • Reporting any safety issues to the Night Supervisor. • Performing housekeeping duties during night.
- 13. JOB DESCRIPTION PUBLIC AREASUPERVISOR • Reports to the Assistant Housekeeper. Responsibilities : • Ensure all public areas are kept clean all times. • Organize special cleaning of public areas. • Ensure all maintenance jobs are attended by maintenance department • Ensure that flower arrangements are placed in appropriate places in the public areas. • Ensure banquet halls and conference halls are kept ready for functions and conferences. • Supervise operating staff. PUBLIC AREA ATTENDANT • Reports to the Public Area Supervisor. Responsibilities: • Clean all the public areas. • Keeping the parking, lobbies, lifts, elevators and corridors in best maintained status. • Keeping these areas smelling fresh and clean.
- 14. JOB DESCRIPTION STOREKEEPER • Reportsto the Floor Supervisor Responsibilities: • Control the stock of equipment. • Store cleaning materials and cleaning agents. • Issue cleaning equipment and cleaning materials as per demand. • Prepare the requisition for used up material and purchase new products. • Interaction with purchase department. HOUSE PORTER • Reports to the Public Area Supervisor. • Job involves heavy physical work. Responsibilities: • Clean and shampoo carpet • Shift and arrange beds, chairs and heavy furniture. • Clean the swimming pool. • Take down and re-hang curtains as needed. • Wash walls, chandeliers and other hard to reach areas.
- 15. JOB DESCRIPTION TAILORS /SEAMSTRESSES • Reports to the Linen Room Supervisor. Responsibilities: • Repair all damaged linen. • Repair all the damaged uniforms. • Repair guest’s clothes if damaged. • Refurnish all damaged upholstery. LAUNDRY WORKERS • Reports to the Linen Room Supervisor. Responsibilities: • Sort soiled linen according to the fabric types, colors and degree of soiling. • Load linen into washing machines. • Load washed linen into dryers. • Transport soiled linen to the laundry and washed linen to the linen room. • Keep the laundry clean.
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- 17. HOUSEKEEPING INTERACTION WITH OTHERDEPARTMENT • FRONT OFFICE exchange information on room status. guest feedback and skippers lost and found item special request • ENGINEERING/MAINTENANCE task of fixing "out of order" furniture and fixtures. checking on the room condition. Housekeeping hand over rooms to Engineering Department for major repair or renovations. Routine maintenance.
- 18. HOUSEKEEPING INTERACTION WITH OTHERDEPARTMENT • SECURITY Housekeeping personnel work directly with the guest room area. work closely to eliminate thefts and violence. • FOOD AND BEVERAGE coordination of housekeeping with the restaurant and banquet halls room service both restaurant and kitchen staff required clean uniform on a daily basis. • STORES keeping stock
- 19. HOUSEKEEPING INTERACTION WITH OTHERDEPARTMENT • PERSONNEL / HR DEPARTMENT recruitment of housekeeping staff, managing staff salaries & wages addressing indiscipline issuing identify card, running induction program promotion, appraisals and organizing training sessions. • PURCHASING purchase out of stock item for housekeeping form of a purchase requisition. • SALES & MARKETING inform HK of the occupancy forecast for the entire year. enable HK to budget for the necessary expenses.
- 20. AREA OF RESPONSIBILITIES FRONTOF THE HOUSE BACK OF THE HOUSE •Hotel entrance/porch •Lobbies •Guestrooms •Public areas •Elevators and escalators •Banquets •Public restrooms •Swimming pool areas •Service lift •Service corridors/passageway •Storage areas. •Laundry rooms. •Linen room •Staff prayer rooms. •Emergency exit stairway. •Offices •Kitchen
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- 22. HOUSEKEEPING SHIFTS Mosthotels operate 24 hours and covered in 3 shifts. Each shift’s duration is 9 hours. 1. STRAIGHT SHIFT • Extends for a period of 9 hours with a break of 1 hour. 2. NIGHT SHIFT / GRAVEYARD SHIFT • Starts from 10 pm and ends at 7 am. 3. SPLIT SHIFT • Split 2 sessions that add up to regular shift of 9 hours. This includes a break approximately 4-6 hours. 4. ROTATING SHIFT • An employee may be given a particular shift for a week or two weeks, and then changed over to the next shift. The rotation is done to ensure that all employees get a fair share of all the shifts.
- 23. THE HOUSEKEEPING DAILY ACTIVITIES •Opening of Housekeeping Office At 6.30 am, 7.00 am shift room attendants and supervisor arrive. Supervisor assigns room attendants to service early check out rooms. Supervisors make adjustment in the room assignments. Desk clerk prints all room status report for distribution to staff and supervisor. Supervisor prepares room assignment for distribution. At 7.45 am supervisor – • Gives briefing to staff on the day’s activities or special assignments. • Distribute room assignments. • Issue key to room attendants.
- 24. THE HOUSEKEEPING DAILY ACTIVITIES •Morning activities (8.00 am – 3.00 pm) Most housekeeping department starts their daily routine at about 8.00 am. Once the room attendant receives her assignment, she should carefully checked the status of each room. If there already a vacant dirty room assignment, then she should proceed to clean this room first. Some hotels practice PHYSICAL CHECK of room, in which the maids has to enter every room assigned for her. The purpose: • To find out actual status of rooms • To check for laundry – laundry can be collected and delivered to guest on time • To check for minibar consumption minibar losses can be minimized
- 25. THE HOUSEKEEPING DAILY ACTIVITIES •Evening activities of maid To service quota of rooms To do PM room physical check To service previously DND rooms To do turn-down service To service late check-out rooms • The final step in each evening’s activity is for the supervisor to assemble all reports, forms and paperwork associated with the day’s activities for filing according to date. • After 11.00 pm, all guest calls to HK are diverted to front office department.