revised hk chapter 1
TRANSCRIPT
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 1/22
Introduction
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 2/22
Housekeeping OrganizationDefinitions:
What is housekeeping?
yA hotel department charged with cleaning of
private guestrooms and public areas. Its also in
charge of laundry and linen management.
y It is the process of providing a clean,
comfortable and safe environment.
2Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 3/22
G
uest Needs In ResidentialEstablishment
Basic needs include;
yFood and Drink
yAccommodation: space and facilities needed
for sleeping or living.
yThe residential establishments includehotels, clubs, hospitals and hostels amongothers
3Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 4/22
AccommodationThis is the space and facilities needed for
sleeping and /or living
Departments concerned with accommodation
are;
yReception-Sell accommodation
yHousekeeping-Provide and service the
accommodation
yMaintenance-Provide repair services4Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 5/22
Difference in Accommodation
ySize of areas provided
yFacilities and furnishings provided
yServices offered to the guest : service standards
determined by how much the guest is paying.
5Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 6/22
Classification of ResidentialEstablishments
Commercial Sector
yGuests served according to the type of
accommodation offered.
y Examples of commercial sector establishments
include luxury hotels, small and medium sizehotels and motels.
6Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 7/22
Welfare Sector
ySatisfies social needs at a reasonable standard
of cleanliness and comfort expected at thelowest possible cost.
yAccommodation is offered as a support service.
The establishments here include hospitals,hostels and special homes.
7Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 8/22
Housekeeping Organization StructureExe.
Housekeeper
LinenKeeper
LinenMaids
FloorHousekeeper
Room Attendants
House porters
Cleaners
Florist
Assistants
LaundrySupervisor
Laundry Attendants
Deputy
Housekeeper
8Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 9/22
Duties of Executive Housekeeper yEnsuring interdepartmental cooperation
yRecruitment, training and dismissal of staff
yPreparing duty rosters and holiday lists
yOverseeing cleaning of all areas under theresponsibility of the housekeeping department
yPreparation of room occupancy listsyDealing with lost property, guest complaints
and requests
9Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 10/22
Cont¶d
yControlling all keys in the department
yChecking and reporting maintenance work yControlling the laundry operations
yOrdering ,stores control and maintain inventory
records within the department
10Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 11/22
Areas under the responsibility of
the housekeeping departmentyBedrooms, private bathrooms and suites
yLavatories and public bathrooms
yFoyer, lounges, TV and writing rooms
yGames rooms and other leisure areas
yC
orridors and staircasesyCloakrooms
yConference rooms
11Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 12/22
Interdepartmental Cooperation
yThe housekeeper in the course of work
practically comes into contact with every other department.
yThese includes; reception, maintenance, food
and beverage, security and the accountsdepartment.
12Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 13/22
The ReceptionyThe reception sells accommodation while the
housekeeping services the accommodation
yThe reception must continuously communicate
vacated rooms, arrivals, early check-ins,
expected VIPs and guests¶ special requests.
yThe housekeeping department on the other
hand should continuously inform the receptionon the ready to sell rooms.
yPrompt exchange of this info is important
13Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 14/22
The Food & Beverage DepartmentyThese include the restaurant and the kitchen
department.
yCooperation mainly concerned with the linen.
ySufficient stock of linen should be provided by
the housekeeping department. These includes
napkins, table cloths, buffet cloths, as well as
staff uniforms.y On the other hand the F & B department must
respect the exchange times and avoid linen
misuse. 14Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 15/22
The Maintenance DepartmentyThe housekeeping department checks and
compiles maintenance reports.
yThe necessary repairs are then communicated
to the maintenance department for action. The
communication must done on time and repairs
done for the rooms to be availed for sale.yUrgent repairs may be communicated over the
telephone.
15Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 16/22
The Security Department
yCooperation mainly concerned with the
prevention of fire and theft and the safekeeping of keys and lost property.
yThe housekeeping staff should report anything
of suspicious nature to the security departmentfor action.
16Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 17/22
The Accounts
yThe housekeeper compiles the wage lists for
the housekeeping staff and presents them to theaccounts for settlements.
yThe accounts department responsible to ensure
the settlement is done on time without unduedelay.
17Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 18/22
Categories of Housekeeping Staff yAssistant housekeeper/floor housekeeper or
floor supervisor; Carry out any work delegated by the housekeeper. He or she deputizes the headhousekeeper. In general one housekeeper is
responsible for 50 rooms.yR oom maids/room stewards; They are
responsible for servicing the guestrooms, privatesitting rooms and private bathrooms. These
include bed-making, cleaning and linenexchange. A maid is expected to service 10-15rooms in an 8 hour shift e.g. 7am-3pm or 8am-4pm.
18Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 19/22
Cont¶dyStaff maids; They are responsible to the
assistant or floor housekeeper. Cleans and
services rooms of living in staff.yCleaners; They are usually on part-time basis
and are responsible for the cleaning of offices,
public rooms, bathrooms, corridors andstaircases.
19Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 20/22
Cont¶dyLinen Keeper; Supervise the work in the linen
room and may have several linen maids to
assist her in providing clean, presentable linenthroughout the house. The linen includes not
only bed linen but also staff uniforms and soft
furnishings.y Cloakroom attendant; Looks after the ladies
powder rooms
20Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 21/22
Cont¶dyHouse porters; Responsible for the removal of
rubbish, shifting heavy, furniture, heavy
vacuum cleaning, dealing with coal fires andother odd jobs.
yFlorist ; Traditionally many hotels employed
their own florist. The duties were to makefloral decorations and arrangement of flowers.
21Housekeeping Operations & Mgt By Mr. Weru J.N
8/6/2019 Revised Hk Chapter 1
http://slidepdf.com/reader/full/revised-hk-chapter-1 22/22
Cont¶d
yValets; Only found in first-class hotels. Their
function involves looking after male guests.Pressing and doing minor repairs to their
clothes, cleaning shoes, packing and unpacking
for guests.
22Housekeeping Operations & Mgt By Mr. Weru J.N