Title: Planning and Organizing the
1CHAPTER 3
- Planning and Organizing the
- Housekeeping Department
- Objective identifying the major responsibilities
drawing the organization of the housekeeping
department
2Housekeepings 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
3Housekeepings 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
4Housekeepings Responsibilitiesexceptions
- not directly responsible for cleaning
- kitchen
- maintenance department
- swimming pool
- front desk
5Management Functions of Executive Housekeeper
- Planning
- Organizing
- Coordinating/Staffing
- Directing/Controlling
- Evaluating
6Planning
- 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
7Basic 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?
9Productivity 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
11Equipment 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.
13Organizing
- 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.
18The 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.
19Organization Chart for a Small Economy/Limited-Ser
vice Hotel
20Organization 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.
30Job 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
31Coordinating 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.
32Directing 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.
33Evaluating
- Evaluating is assessing the extent to which
planned goals are attained. One of the most
important evaluation tool is the monthly budget
reports.