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Summary Slide. Diagram – Rooms Division Team Housekeeping Deployment Housekeeping Equipment Housekeeping Checklist Housekeeping Standards Housekeeping Management Turndown Service Staffing Lost and Found Supply and Inventory Management Exercise. Figure 11-1. The Rooms Division Team.

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summary slide
Summary Slide
  • Diagram–Rooms Division Team
  • Housekeeping Deployment
  • Housekeeping Equipment
  • Housekeeping Checklist
  • Housekeeping Standards
  • Housekeeping Management
  • Turndown Service
  • Staffing
  • Lost and Found
  • Supply and Inventory Management
  • Exercise

Figure 11-1


The Rooms Division Team

The Rooms Division Team

Figure 11-2

housekeeping deployment
Housekeeping Deployment
  • Proper deployment of housekeepers begins with analysis of PMS reports:
    • Arrivals report lists every guest due to arrive.
    • Departures report lists each guest who is due to check out that day.
    • In-house report lists each room that was occupied and not due to check out.
    • Out of order report lists each room that is being withheld for sale.

Figure 11-3

housekeeping deployment1
Housekeeping Deployment
  • “Breaking out the house” entails allocating every housekeeper to a section of rooms.
  • A section of rooms usually consists of 16-18 guestrooms.
  • A section of rooms should be as close together as possible to maximize efficiency.
  • What might cause a discrepant status code?

Figure 11-4

housekeeping equipment
Housekeeping Equipment
  • Every housekeeper is assigned a caddie and a housekeeping cart.
  • The caddie includes:
      • Glass cleaner
      • Bathroom cleaner
      • Multipurpose cleaner
      • Bath amenities (i.e.: shampoo, conditioner, soap, etc.)
  • Why is the housekeeping houseperson so important to the housekeeper?

Figure 11-5

housekeeping standards
Housekeeping Standards
  • Every housekeeper is assigned to a houseperson and a rooms inspector.
  • The rooms inspector will randomly inspect two rooms of each housekeepers section.
  • Each rooms inspector is in turn “inspected” by more senior housekeeping management staff.
  • What is the importance/purpose of these inspections?

Figure 11-7

housekeeping management
Housekeeping Management
  • Each morning in housekeeping begins with a staff meeting to discuss issues of the day, such as:
    • Groups in-house
    • Known early arrivals or late departures and VIPs
    • Safety procedures
    • Chemical handling guidelines/MSDS
    • “Task of the Day”

Figure 11-8

turndown service
Turndown Service
  • Turndown service is a process by which the guest room is made warm and inviting for the evening.
  • Turndown service is usually conducted between 6 and 9 PM.
  • A turndown attendant should be able to complete 40 turndowns in three hours.

Figure 11-9

turndown service1
Turndown Service
  • Turndown service can include:
    • Closing of draperies
    • Soft music
    • Corner folding of bedspread away from pillow
    • An amenity presentation
    • Soft corner lights
    • A “room tidy” is conducted
    • Some hotels place a breakfast door hanger next to the amenity presentation

Figure 11-10

  • Housekeeping traditionally has a high turnover rate.
  • What can be done to reduce turnover?
  • The guestroom buyback process encourages housekeepers to “pick up the load” when the hotel needs it. How does it work?

Figure 11-11

lost and found
Lost and Found
  • Housekeeping comes into contact with many items left behind by guests, thus the lost and found department of many hotels is maintained in housekeeping.
  • A log is kept that tracks:
      • Date item was found
      • Room number or area found
      • Description and condition of article
      • Name of finder
      • Where it is stored
      • Eventual disposition

Figure 11-12

supply and inventory management
Supply and Inventory Management
  • Guest supply usage per occupied room is determined for all housekeeping supplies.
  • The theory is based on the usage of all materials in occupied rooms over time. Over a length of time, say a week or a year; an average consumption of in-room items can be determined.
  • This usage factor can be factored in with an item cost to determine future housekeeping budgets.

Figure 11-13

supply and inventory management1
Supply and Inventory Management
  • An average hotel will keep 3 1/2 to 4 par of linens and towels on hand at any given time. The allocation of this par is as follows:
      • 1 par of all items is in the rooms at any given time
      • 1 par of all items is being cleaned at any given time
      • 1 par of all items are stocked in the linen supply closet by the houseperson in any given day (1/2 in the AM and 1/2 in PM)
      • 1/2 par of all items is kept in storage in case of breakage or loss

3 1/2 par is kept on hand.

Figure 11-14

housekeeping internet exercises
Housekeeping Internet Exercises
  • A housekeeper's job can be very demanding. Visit this site to learn more about how hotels can reduce the strain on their housekeepers:


  • Housekeeping products of all sizes and shapes are available on-line. Compare and contrast the offerings and prices by visiting these and other sites:

Figure 11-15