Chapter 6

Housekeeping

What Guests Want

Good Service

Price / Reasonable Rates

Clean Appearance

Name / Reputation

Convenient Location

What Guests Want

1. Clean Appearance

2. Convenient Location

3. Price / Reasonable Rates

4. Good Service

5. Name / Reputation

Hotel Departments

Front Desk

Maintenance

Sales and Marketing

Housekeeping

Housekeeping Department

Largest Department in the Hotel• Staff • Payroll• Responsibility – “Eyes & ears of the

hotel”• Maintenance Concerns• Guest Behavior• Employee Theft

Housekeeping

The most vital department in a hotel

Highest impact on guests

Lowest wages paid

Least respect received

Executive Housekeeper Responsibilities

Manage people, equipment & supplies Hire & fire, training, purchase, maintain &

inventory

Preserve the physical plant Cleanliness, maintenance & upkeep

Controlling costs Payroll, linen, chemicals & supplies

Keep records Work schedules, HR paperwork,

purchasing, lost and found & MSDS

Room Cleaning Standards

14 to 19 rooms per day per room attendant (20 to 30 minutes each)

New conservation cleaning reduces time to 8 to 12 minutes per room or (35 to 50 stayover rooms per day)

Pay by hour or room (minimum wage: 5.15/hr)

* Based on 7 hours per day

Conservation Programs (Cost Control)

Change sheets every 3 days for stayovers Surface clean only Express clean Towel re-use

Cut water use by 10%; Chemical use by 15%

201 room Holiday Inn saves $700/mo on utilities and chemicals $2500/mo on labor ($30K per year) Labor $ savings is #1 reason to implement

conservation program

Linen Expense

Largest linen expense is Bath Towels Theft, stains & tears

Holiday Inn Park Plaza monthly linen expenses 25 dozen bath towels - $1051/mo 37 dozen hand towels - $396/mo 10 dozen bathmats - $315/mo 50 dozen washcloths - $219/mo $23,772/yr

Housekeeping Personnel

Housekeepers

Responsible for the cleaning and maintenance of guest rooms.

Housemen

Transport linens and other supplies to housekeepers.

Public Area Attendants

Clean public areas such as hallways, lobby, restrooms, recreational areas, and banquet reception areas.

Laundry Room Personnel

Separate, wash, dry, fold, and distribute linens.

Supervisors

Inspect guestrooms and public areas. Serve as the contact point between the housekeeping department and the front desk.

Housekeeping Checklist

Housekeeping Org Chart

(Medium-sized Hotels)

Executive Housekeeper

Room Attendants

Laundry Houseman

Supervisor/Inspector

Public Areas

Housekeeping Org Chart

(Large-sized Hotels)

Rooms Division Manager

Laundry Manager Housekeeping ManagerPublic Areas

Manager

Room Attendants

HousemenTurn-down

Service

Public Areas Attendants

Assistant/Inspector

Laundry Dry Cleaning

Executive Housekeeper Bonus

Maintaining Par Levels Guest Scores

- Cleanliness- Friendliness of staff – 5 foot rule

Controlling Costs- Labor- Supplies

Employee Scores