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Planning and Organizing the

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public areas such as lobby and public restrooms. pool and patio areas. management offices ... duty vacuuming, shifting of furniture, cleaning of window panes, ... – PowerPoint PPT presentation

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Title: Planning and Organizing the


1
CHAPTER 3
  • Planning and Organizing the
  • Housekeeping Department
  • Objective identifying the major responsibilities
    drawing the organization of the housekeeping
    department

2
Housekeepings Responsibilitiesin
limited-service hotels
  • cleaning
  • guestrooms
  • corridors
  • public areas such as lobby and public restrooms
  • pool and patio areas
  • management offices
  • storage areas
  • linen and sewing rooms
  • laundry room
  • back of the house areas e.g. employee locker rooms

3
Housekeepings Responsibilitiesadditional areas
in mid-and-world class hotels
  • cleaning
  • meeting rooms
  • dining rooms
  • banquet rooms
  • convention/exhibition halls
  • hotel-operated shops
  • game rooms
  • exercise rooms

4
Housekeepings Responsibilitiesexceptions
  • not directly responsible for cleaning
  • kitchen
  • maintenance department
  • swimming pool
  • front desk

5
Management Functions of Executive Housekeeper
  • Planning
  • Organizing
  • Coordinating/Staffing
  • Directing/Controlling
  • Evaluating

6
Planning
  • Area Inventory List
  • Frequency Schedules ex. 2.2, pg. 24, ex. 2.3,
    pg. 25
  • Performance Standards
  • Productivity Standards Equipment and Supply
    Inventory Levels
  • Housekeeping Departments Operating Budget

7
Basic Planning Activities
  • Initial Planning Resulting
  • Questions Documents
  • 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
  • this area?

8
  • 4. How long should it take an employee Productivi
    ty
  • to perform an assigned task according
    to Standards
  • the departments 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?

9
Productivity Standard Worksheet
  • Step 1
  • Determine how long it should take to clean one
    guestroom according to the departments
    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.
  • Step 2
  • Determine the total shift time in minutes
  • 8 hours 60 minutes 480 minutes

10
  • Step 3
  • Determine the time available for guestroom
    cleaning.
  • Total Shift Time.................................
    ........480 minutes
  • Less
  • 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
  • Step 4
  • 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

11
Equipment and Supply Inventory Levels
  • Recycled Inventories items which are recycled
    during the course of hotel operations. e.g.
    linens, some guest supplies (irons, ironing
    boards, cribs, etc.), room attendant carts,
    vacuum cleaners, carpet shampooers, floor buffers
  • Par Number Par refers to the standard number of
    items that must be on hand to support daily,
    routine housekeeping operations. E.g. one par of
    linens is the total number of items needed to
    outfit all the hotel guestrooms once two par
    items is the total number of items needed to
    outfit all the hotel guestrooms twice and so on.

12
  • Non-recycled inventories items that are
    consumed or used up during routine activities of
    the housekeeping department e.g. cleaning
    supplies, guestroom supplies and amenities etc.
  • Minimum Quantity is the fewest number of
    purchase units that should be in stock at any
    time. The inventory should never fall below the
    minimum quantity.
  • Maximum Quantity is the greatest number of
    purchase units that should be in stock at any
    time. It must be consistent with available
    storage space and must not be so high that large
    amounts of cash is tied up.

13
Organizing
  • Organizing refers to the executive housekeepers
    responsibility to structure the departments
    staff and to divide the work so that everyone
    gets a fair assignment and all the work can be
    finished on time.
  • The major areas within the department are
  • Housekeepers Office, Desk Control Room,
    Linen Room, Linen Uniform Room, Uniform Room,
    Tailors Room, Lost and Found Section, Floor
    Pantries, and Heavy Equipment Stores.

14
  • Housekeepers Office
  • 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.
  • Desk Control Room
  • 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

15
  • instructions. Here is also the point where all
    staff report for duty and check out at the duty
    end. It would be next to the Housekeepers
    Office.
  • Linen Room
  • 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.
  • Linen Uniform Room
  • This room stores the stocks of new linen and
    uniforms. These stocks are only touched when the
    current

16
  • uniforms and linens in circulation falls short
    due to damage or loss. Larger hotels may have
    enough space for an independent Uniform Store in
    addition to a Linen Store.
  • Uniform Room
  • This room stocks the uniforms in current use.
    This room must have enough hanging space.
  • Tailors Room
  • This room is kept for house tailors who attend
    to the stiching and mending work of linen and
    uniforms.
  • Lost and Found Section
  • This should be a small secure space with a
    cupboard

17
  • to store all guest articles that are lost and
    may be claimed later.
  • Floor Pantries
  • 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.
  • Heavy Equipment Stores
  • This will be a room to store bulky items such as
    vacuum cleaners, shampoo machines, etc.

18
The Department Organization Chart
  • provides a picture of the lines of authority and
    the channels of communication within the
    department.
  • People working in this department are
  • 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.

19
Organization Chart for a Small Economy/Limited-Ser
vice Hotel
20
Organization Chart for a Large Mid-Range-Service
Hotel
21
  • Executive Housekeeper
  • Responsible and accountable for the total
    cleanliness, maintenance and aesthetic upkeep of
    the hotel.
  • Assistant Housekeeper
  • 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.

22
  • Uniform Room Supervisor
  • 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.
  • Uniform Room Attendant
  • 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.

23
  • Linen Room Supervisor
  • A non-management person solely responsible for
    the purchasing, storage, issue and cleanliness of
    linen.
  • Linen Room Attendant
  • Assists the Supervisor by actually issuing linen
    and filling such records as necessary.
  • Floor Supervisor
  • 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.

24
  • Public Area Supervisor
  • 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.
  • Room Attendants
  • 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.
  • Housemen
  • Usually do the heavy physical cleaning required
    in

25
  • guest rooms and publis ares. Their job would
    include heavy duty vacuuming, shifting of
    furniture, cleaning of window panes, mopping,
    sweeping...
  • Head Housemen
  • 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.
  • Desk Control Supervisor
  • Is the center of information in housekeeping,
    therefore, is the critical person in housekeeping
    operations. The Housekeeping Desk must be managed
    as guests and

26
  • staff will contact this desk to transmit or
    receive information concerning housekeeping. It
    is the Desk Control Supervisor who coordinates
    with the Front Office for information on
    departure rooms and handling over cleaned rooms.
    The Desk also receives complaints on maintenance
    from Housekeeping Supervisors spread all over the
    hotel.

27
  • Cloak Room Attendants
  • Cloak room attendants are people, male or
    female, responsible for the cleanliness,
    maintenance and service in public area guest
    toilets.
  • Night Supervisor
  • 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

28
  • supervisors as she is the housekeeper for the
    night.
  • Horticulturist
  • 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.

29
  • Head Gardener
  • Supervises the gardeners in maintaining hotel
    gardens and keeping them contemporary each
    season.
  • Gardeners
  • Does the actual digging, planting, watering, etc
    of gardens on a day-to-day basis.

30
Job Lists and Job Descriptions
  • A job list identifies the tasks that must be
    performed be an individual occupying a specific
    position. It should reflect the total job
    responsibilities of the employee. The job list
    should state what the employee must be able to do
    in order to perform the job. Ex. 2.8, pg. 32
  • A job description simply add information to the
    appropriate job lists. This information may
    include reporting relationships, additional
    responsibilities and working conditions,
    equipment and materials used. Ex. 2.9, pg. 33,
    ex. 2.10, pg. 34, ex. 2.11, pg 35

31
Coordinating and Staffing
  • Coordinating is the management function of
    implementing the results of planning and
    organizing at the level of daily housekeeping
    activities. Each day, the executive housekeeper
    must coordinate schedules and work assignments
    and ensure that the equipment, cleaning supplies,
    linens etc. are on hand for employees to carry
    out their assignments.
  • Staffing involves recruiting applicants,
    selecting those best qualified to fill open
    positions, and scheduling employees to work.

32
Directing and Controlling
  • Directing involves supervising, motivating,
    training and disciplining individuals who work in
    the department.
  • Controlling refers to the executive housekeepers
    responsibilities to design and implement
    procedures which protect the hotels assets.
    Assets are anything the hotel owns which has
    value e.g. keys, linen, supplies, equipment etc.
  • managers direct people and control things.

33
Evaluating
  • Evaluating is assessing the extent to which
    planned goals are attained. One of the most
    important evaluation tool is the monthly budget
    reports.
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