CHAPTER 3. Planning and Organizing the Housekeeping Department Objective : identifying the major responsibilities + drawing the organization of the housekeeping department. Housekeeping’s Responsibilities in limited-service hotels. cleaning; guestrooms corridors
Planning and Organizing the
Objective: identifying the major responsibilities + drawing the organization of the housekeeping department
not directly responsible for cleaning;
Initial Planning Resulting
1. What items within the area “Area Inventory
must be cleaned or maintained? List”
2. How often must the items within “Frequency
this area be cleaned or maintained? Schedules”
3. What must be done in order to clean “Performance
or maintain the major items within Standards”
to perform an assigned task according to Standards”
the department’s performance standards?
5. What amounts of equipments and “Inventory
supplies will be needed in order for the Levels”
Housekeeping staff to meet performance
And performance statndards?
Determine how long it should take to clean one guestroom according to the department’s performance standards.
Approximately 27 minutes
PS: Since performance standards change from property to property, this figure is used as an example. It is not a suggested time figure for cleaning guestrooms.
Determine the total shift time in minutes
8 hours × 60 minutes = 480 minutes
Determine the time available for guestroom cleaning.
Total Shift Time.........................................480 minutes
Beginning-of-Shift Duties.................. 20 minutes
Morning Break.................................... 15 minutes
Afternoon Break................................. 15 minutes
End-of-Shift Duties............................ 20 minutes
Time Available for Guestroom Cleaning...410 minutes
Determine the productivity standard by dividing the result of Step 3 by the result of Step 1.
410 minutes / 27 minutes = 15.2 guestrooms per 8 hour shift
Housekeeper’s Office, Desk Control Room, Linen Room, Linen Uniform Room, Uniform Room, Tailors Room, Lost and Found Section, Floor Pantries, and Heavy Equipment Stores.
This is the main administration center for the department. It must be an independent cabin to provide the Housekeeper with silence to plan out her work and held her meetings. It should be a glass panelled office so as to give her a view of what is happening outside her office.
This is the main communication center of housekeeping. It is from here that all information is sent out and received concerning the department. The Desk Control Room should have a desk with a telephone and a computer. It should have a large notice board for the staff schedules and day-to-day
This is the roomwhere current linen is stored for issue and receipt. The linen room should have a counter across which the exchange of linen takes place. The room should be next to the laundry so that the supply of linen to and from laundry is quick and smooth.
This room stores the stocks of new linen and uniforms. These stocks are only touched when the current
This room stocks the uniforms in current use. This room must have enough hanging space.
This room is kept for house tailors who attend to the stiching and mending work of linen and uniforms.
This should be a small secure space with a cupboard
Each guest floor must have a floor pantry to keep a supply of linen, guest supplies and cleaning supplies for the floor. It is the housekeeping nerve center for the floor. The Floor pantry should keep linen for that floor in circulation. It should be near the service elevators and have shelves to stock all linen and other supplies.
This will be a room to store bulky items such as vacuum cleaners, shampoo machines, etc.
Executive Housekeeper, Assistant Housekeeper, Uniform Room Supervisor, Uniform Room Attendants, Floor Supervisor, Public Area Supervisor, Room Attendants, Housemen, Head Housemen, Desk Control Supervisor, Cloak Room Attendants, Night Supervisor, Horticulturist, Head Gardener, and Gardeners.
Responsible and accountable for the total cleanliness, maintenance and aesthetic upkeep of the hotel.
May be one for each shift of a large hotel. She may be the housekeeper of a small hotel or the only deputy to the Executive Housekeeper of a medium-sized hotel. She manages the resources given by the Executive Housekeeper to achieve the common objectives of cleanliness, maintenance and attractiveness in a given shift. Her accountability normally ends on the completion of her shift.
A non-management person solely responsible for providing clean serviceable uniforms to the staff of the hotel. In addition, she keeps the inventory control on all uniforms and prepares the budget for them.
The Uniform Supervisor is assisted by Attendants who actually do the issue of uniforms while receiving soiled ones to be transferred to the laundry. These attendants are in actual contact with the staff.
A non-management person solely responsible for the purchasing, storage, issue and cleanliness of linen.
Assists the Supervisor by actually issuing linen and filling such records as necessary.
Responsible for the cleanliness, maintenance and attractiveness of the guest floors attached to her in a shift. Her scope includes guest rooms, corridors, staircases, floor pantries of the assigned floor.
Responsible for cleanliness, maintenance and attractiveness of all public areas which include restaurants, bars, banquets, gardens, administrative offices, shopping arcade, helath club, swimming pool, main entrances and car park areas.
They do the actual cleaning of guest rooms and bathrooms assigned to them. They are not responsible for the cleanliness of corridors, guest elevators, or floor pantries.
Usually do the heavy physical cleaning required in
Supervises the work assigned to Housemen. He would deputise on behalf of the Publis Area Supervisor especially at night. In medium-sized hotels he could be the person in charge of housekeeping o night shifts.
Is the center of information in housekeeping, therefore, is the critical person in housekeeping operations. The Housekeeping Desk must be managed as guests and
Cloak room attendants are people, male or female, responsible for the cleanliness, maintenance and service in public area guest toilets.
Is special in a manner that would require him or her to be able to handle any aspect of housekeeping at night including desk control operations, issue of linen and uniform in an emergency, etc. Her area of activity incudes guest romms, public areas, linen and uniform rooms. She is solely responsible and accountable at night for smooth housekeeping through her night shift and has larger decision-making authority than other
Many hotels may contract horticultural work to an outside agency. However, a large hotel may have a horticulturist who not only maintains the gardens of the hotel but also supplies flowers from the garden for interior arrangements. Flowers are used mainly in banquet functions, guest rooms, restaurants, lobbies offices, etc. The horticulturist would have to ensure smooth supply of flowers as well as assist the Housekeeper in flower arranagements.
Supervises the gardeners in maintaining hotel gardens and keeping them contemporary each season.
Does the actual digging, planting, watering, etc of gardens on a day-to-day basis.