Housekeeping Department

HOTEL MANAGEMENT AND TOURISM

1

2012

HOUSEKEEPING

DEPARTMENT

Functions of the

housekeeping department

Management of guest

amenities

Responsibilities of each

employee and profile

October 20th, 2012


2

Definition of housekeeping department -------------------------------------------------------------------------3

Functions of the housekeeping department---------------------------------------------------------------------3

Management of guest amenities-----------------------------------------------------------------------------------4

Responsibilities and profile of each employee that work in the housekeeping department-----5

Executive housekeeper---------------------------------------------------------------------5

Assistant housekeeper----------------------------------------------------------------------7

Floor supervisor-------------------------------------------------------------------------------8

Cleaner supervisor----------------------------------------------------------------------------9

Gardener supervisor------------------------------------------------------------------------10

Room attendant------------------------------------------------------------------------------11

Uniform /linen supervisor-----------------------------------------------------------------12

Uniform linen attendant-------------------------------------------------------------------13

Uniform room attendant-------------------------------------------------------------------14

Gardeners--------------------------------------------------------------------------------------15

Seamstress attendant-----------------------------------------------------------------------16

Editors ———————————————————————————————————————-17

Universidad Tecnologica de El Salvador—————————————————————————18


3

The housekeeping department in a hotel is re-

sponsible for the hotel's cleanliness.

Inspects rooms before they are

available for sale.

Cleans occupied and vacant rooms.

Communicates the status of gues-

trooms to the Front Office De-

partment.

Cleans and presses the property’s lin-

ens, towels, and guest clothing (if

equipped to do so, free of charge or

for a pre-determined fee).

Maintains recycled and non-recycled

inventory items.

Floral Arrangement.

Laundry Services.

First Aid.


4

All the hotels essentially have a list of amenities that they provide to the guests in every room. The housekeeping department is the intermediary which supplies these consumable goods in each room.

Bathroom

Soaps , Sewing kit, Hand/Body lotion, Suntan lotion. Bath/Shower gel, Hair conditioner, Toothpaste/Toothbrush. Washing line, Mouthwash shave, Shampoo, Make-up tis-sues.

Bedroom

Shoes shine kit, Clothes hangers, In-room safe, Television/

Video recorder, AM/FM radio, Stationery, Morning newspa-

per, Shoe case, Direct company billing, Remote control.

Food and Beverage Amenities

Mini bar, Water boiling facilities, Room service, Compli-

mentary wine, Chocolates, Fruit basket, Hot beverage sup-

plies.

Lounge/Desk Area

Fax machine, House directory, Desk light, Int’l direct dialling

phone, Mobile, Personal computer, Mobile telephones.


5

Executive Housekeeper hotel executive housekeeper is respon-

sible for the housekeeping function

within a given facility. This doesn’t mean

that they handle the actual day to day

cleaning respinsibilities, but rather over-

see them.

Responsibilities

Organize, supervise and coordinate the work of housekeeping personnel on a day-to-

day operations.

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

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

Assure proper communication within the department by conducting regular meeting

with all personnel.


6

Hire new employees, warn employees when hotel policies are violated and dis-

charge employees when necessary.

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

Motivate the staff and keep their morale high.

Establish and maintain standard operating procedures for cleaning and to initiate

new procedures to increase the efficiency of labor and product use.

Search constantly for and test new techniques and products.

Maintain an inventory of the furniture, linen, and movable equipment in the rooms

and related premises and to ensure they are regularly checked.

Organize maintenance and repair of guestrooms.

Deal with articles and a guest may have left behind

In a room.

Ensure the provision of proper uniforms for the hotel

staff .

· Expert management skills

· Stress management and team motivational

skills

· Recruitment skills

· Expert in managing budgets and accounts

· Ability to deal with guests

· Good communication skills

· Good trainer and effective training skills

· Excellent time management skills

· Expert leader and a team player

· Ability to take initiatives

· Expert decision making abilities


7

Assistant Housekeeper

Plan the monthly roster of coordinators, senior supervisor and floor supervisors. Carry out the yearly EPDR for his / her di-rect subordinates. Perform disciplinary action or dismissal cases of employee under his / her charge. Monitor and guide new team member. Coordinate and monitor Preventive Maintenance Program. Plan and ensure the clearings of annual leave / public holiday are up dated on timely basis. Carry out departmental induction for all trainees and housekeeping new team member. Update the job descriptions for all direct subordinates as and when required. Identify training needs for areas of im-provement in the department. Review and recommend more effective cleaning methods, materials and agents on a periodic basis.

Enthusiastic, courteous & helpful to colleagues & customers. Good understanding of the hotel business.

Recognizing differences & team spirit. Adaptability & integrity. Responsible with the willing-ness to overtake ownership.


8

Floor Supervisor

Assist with scheduling and room assignments to ensure proper cover-age. Ensure all staff is properly trained and have the tools and equip-ment needed to effectively carry out their respective job duties. Inspect storage rooms and room attendant carts for neatness, cleanli-ness, adequate supplies, and good repair. Control expenses and mini-mize waste within all areas of housekeeping. Complete all paperwork and closing duties such as filling out supply requisitions, maintenance request forms, and updating log books etc. May perform all housekeeping duties necessary including making beds and vacuuming and cleaning guest rooms to ensure guest satisfac-tion. May regularly assist with deep cleaning projects.

Speak fluent English, using correct

grammar.

Maintain a highly positive and friend-

ly image that will reflect well on ho-

tel's overall professional appear-

ance.

Basic Computer skills.

Able to work in fast paced environment

with attention to details.

Able to prioritize, organize and follow-up.

Able to think clearly, quickly and make

concise decisions.


9

Responsibilities

Cleaning supervisors organize,

schedule, and supervisor a varie-

ty of activities and tasks and del-

egate them to many different

cleaning workers such as janitors

and maids. They assess the

cleaning needs, assign tasks, and

inspect cleaned areas to ensure

the tasks have been completed

properly. They also provide

equipment and supplies to work-

ers and regularly inventory

stocks to make sure supplies are

adequate. Some cleaning super-

visors screen and hire workers

and provide the necessary train-

ing. They often recommend

transfers, promotions, and termi-

nations. Many cleaning supervi-

sors create reports regarding

cleaning needs, expenses, and

other related issues.

Some employers provide infor-

mal training sessions for new

supervisors. Many employers

require cleaning supervisors to

complete regular in-service

training to enhance their

housekeeping methods and

procedures and improve their

supervisory abilities. Some

cleaning supervisors become

members of the International

Executive Housekeepers.

Training

Cleaning supervisors typically need at least a high school diploma and

related work experience. Some cleaning supervisors have completed

some college and others have obtained an associate or bachelor de-

gree. Many cleaning supervisors begin their careers in entry-level po-

sitions and move into supervising positions as they gain the necessary

skills and experience. Most employers provide on the job training to

enable new cleaning supervisors to learn the necessary policies and

procedures. Association and obtain either the Registered Executive

Housekeeper (REH) or Certified Executive Housekeeper.


10

This job position required to maintain landscape area and gardens in a hotel as prescribed keep-ing in mind cleanliness, aesthetic appeal and freshness all the year round through a well-motivated team of gardeners.

Work performed

Ensure that the pre-

scribed landscaping in

terms of gardens, rock-

eries, waterways, etc.

are maintained as per

original concept.

Brief, schedule and al-

lot duties to gardeners

to meet daily exigen-

cies.

Qualification:

Ability to work under vary-

ing weather conditions.

knowledge of types of

plants and their condi-

tions.


11

Scope of job:

•Clean guest bathroom and re-

plenish supplies.

•Clean guest bedroom and re-

plenish supplies as per room

checklist.

•Report missing or broken hotel

property to the Floor Supervisor.

•Maintain a polite, dignified and

helpful attitude towards the

guests.

•Attend daily briefings give

attendance.

•Receive allocation of floor and

room.

•Replenish maid cart with guest

supplies, detergents and linen.

•Count soiled linen handed over

to floor linen room.

•Hand lost and found articles to

Supervisor.

•Make physical check of rooms

for preparing the Housekeeping

Occupancy list.

•Check that all bulbs and switch-

es are working in case of defect

of fuse; report the same to Floor

Supervisor.

•Change the water glasses daily

and fill the water flasks.

This position is perhaps

one of the most critical in a

hotel as it comes under

very resident guest’s scru-

tiny. His efforts in keeping

the rooms clean and safe

directly contribute to the

guest experience.


12

His / her basic role is to issue uni-

forms and linen to staff according to

systems and procedures laid down

by management.

Also, to control the movement of

soiled and fresh linen and uniforms

to and from the linen / uniform

room.

Job Specification

•Job Title: Room Attendant. •Category: Non - Management - skilled. •Educational Qualifications: High School, preferably with a craft certificate in Housekeeping. •Age limit: 21-35 years. •Physical Qualifications: Healthy and sturdy. •Mental Qualifications: Should do simple counting. •Personality Consideration: personable and well-groomed. •Language Skills: Should understand English and be able to communicate in basic English.


13

Scope of job:

•Schedule linen / uniform room staff.

•Check periodically the condition of uniform

and hotel linen.

•Assign daily work to tailors.

•Devise and maintain an effective control sys-

tem to issue clean linen and uniforms.

•Co-ordinate closely with the laundry depart-

ment to ensure timely supply of fresh uni-

forms and linen.

•Conduct periodic inventories of linen and

uniforms.

•Ensure that all linen, uniforms needing

stitching, mending are immediately attended

to before being sent to the Laundry Depart-

ment.

•Ensure that the Linen Room is kept neat and

clean.

•Ensure that all linen, uniforms, materials are

neatly and systematically stacked and ar-

ranged.

•Train the staff to perform their duties effec-

tively and, efficiently.

•Maintain all relevant records in respect of

material uniforms / linen – their storage and

Job Specification

•Job Title: Uniform / linen room

Supervisor.

•Category: Non- Management –

Skilled.

•Education Qualification: Same

as Housekeeping Supervisor.

•Age Limits: 21-35 years.

•Equipment Skills: Basic han-

dling of sewing machine.

•Physical Qualification: Healthy

and sturdy.

•Mental Qualification: Ability to

do quick calculations.

•Personality Consideration:

Should display administrative

qualities.

•Language Skill: English.

•Previous Experience: Five

years in Linen / Uniform Room.

•Special Requirements: Well or-

ganized.


14

Scope of job:

•Issue uniform to all hotel

employees on a one –to-

one basis

•Count soiled uniforms/

linen receiving dirty uni-

forms.

•Maintain records of linen

and uniforms movement.

•Store uniform and linen

according to prescribed

methods.

•Check for damages when

receiving dirty uniforms.

•Check for fitness of uni-

forms as per norms laid

down before issuing.

Job Specification

•Job Title: Uniform / Linen

Room Attendant.

•Category: Non – Manage-

ment – semi-skilled.

•Minimum Educational

•Qualifications: Matriculate.

•Age Limits: 21-35 Years.

•Equipment Skills : Nil

•Mental Qualification: Should

be able to do basic counting.

•Personality Consideration :

Nil

•Language Skills: Local Lan-

guage.

•Experience required: Five

years experience in tailoring

of linen and upholstery.

•Special Requirement : Nil


15

The gardeners keep

landscape areas and

garden clean, aes-

thetically beautiful

and fresh through dai-

ly schedule as as-

signed.

Work performed:

•Take daily briefing from Head gardener.

•Dig landscape area to keep to concept as

also for fresh planting.

•Plant seeds and saplings as per condi-

tions and concept prescribed.

•Lay manure and fertilizers economically

ensuring proper coverage.

•Water all gardened areas as per daily

schedule and routine.

•Maintain the nursery as instructed.

•Cut, trim, prune hedges, bushes, flowers

to enhance aesthetic appeal.

•Prepare such flowers, potted plants,

wreath, bouquets, etc. as required by the

hotel.

•Maintain indoor plants as per schedule

when assigned.

•Utilize garden tools correctly.

•Be punctual and regular.

Job Specification

•Job Title: Gardener.

•Category: Non-Management-Semi

skilled.

•Minimum Educational.

•Qualification: Matriculate.

•Age Limits: 18 and above to use basic

garden tools, lawn mowers.

•Physical Qualification: Sturdy.

•Mental Qualification: Nil.

•Personality Consideration: Nil.

•Language Skill; English.

•Minimum Experience Required: two

years as gardener in a reputed nurse-

ry, garden, etc.


16

Work Performed:

•Mend all damaged linen.

•Mend all damaged uni-

forms.

•Refurnish all damaged

upholstery which is given

by the Supervisor.

•Estimate the requirement

of material and request the

Linen Room Supervisor to

requisition it from stores.

•Withdraw material from

the stores and take to the

work area assigned.

•Pre-shrink all materials

which have a tendency to

shrink.

•Cut the material as per

requirement of each partic-

Job Specification

•Job Title: Tailor / Upholsterer

•Category: Non-Management-

Skilled.

•Minimum Educational.

•Qualification Matriculation.

•Age Limits: 21-35 years.

•Equipment Skills: Adept at using

sewing machines.

•Physical Qualification: Healthy and

sturdy.

•Personality Considerations: Nil.

•Language Skills: English

•Experience Requirements: Five

years’ experience in tailoring of lin-

en and upholstery.

•Special Requirements : Nil

This job position entails stitching

and mending linen and upholstery as

assigned and replenishing all uphol-

stery which requires replacement.


17

Melvin Cruz Aracely Esmeralda Escobar Emerson Giovanni Menjivar

Silvia Oneyda Crespin Delmy Guadalupe Amaya Luz Cristina Rivera

We are students of the Technological University of El Salvador . Now, we are in the fourth year of our dregree of English.

Actually, we are studying the subject of Hotel Mangament and

Tourism. Therefore, we have been acquired the proper

knowledge about how work the housekeeping department in a hotel. Accordingly, we want to share the main points of this important area of tourism in our BUGGY magazine. A magazine that covers the princi-pal functions of the department, the management of amenities , the main responsibilites and profile of its employees, and so on.

We hope that it magazine could be an important tool for those that en-joy and want to work in the tourism area.


18

The Technological University of El Salvador is one of the private

university of El Salvador. It is located in the department of San

Salvador. It is a higher education institution known as UTEC.

The university counts with ten buildings, labs, cultural center,

libraries and informative centers. Also, a radio called UTEC (970

AM) and a channel ( 33).

The university was founded on June 12 th of the year 1981. By an

agreement of the Ministry of Education.

Housekeeping Department

Documents

Transcript of Housekeeping Department