Chapter 1 The Role of Housekeeping in Hospitality Operations

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Chapter 1The Role of Housekeeping in Hospitality
Operations
Managing Housekeeping Operations Revised Third
Edition (338TXT or 338CIN)
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Competencies for The Role of Housekeeping in
Hospitality Operations

• Classify hotels according to the level of service
  provided.
• Explain the responsibilities of management and
  the major divisions of a hotel.
• Explain the relationship between housekeeping and
  the front office departments.
• Explain the relationship between housekeeping and
  the maintenance departments.

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Economy Hotels

• Services/Facilities
• Small meeting rooms
• Limited food and beverage service
• Swimming pool
• Playground area
• Appeal to budget-minded guests
• Families with children
• Bus tour groups
• Business travelers
• Vacationers
• Retirees
• Groups of conventioneers

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Mid-Market Hotels

• Services/Facilities
• Meeting facilities for conferences and small
  conventions
• Full food and beverage service (coffee shop, room
  service, banquet rooms, specialty restaurant,
  lounge)
• Uniformed service
• Airport limousine service
• Swimming pool
• Exercise room

(continued)
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Mid-Market Hotels
(continued)

• Appeal to largest segment of traveling public
• Business travelers on expense accounts
• Tourists
• Special rates may be offered for
• Families with children
• Military personnel
• Educators
• Travel agents
• Senior citizens
• Corporate groups

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Luxury Hotels

• Services/Facilities
• Expensive furnishings, decor, and artwork
• Upscale restaurants and lounges
• Spacious meeting facilities
• Concierge service
• Special guestroom and bath amenities
• Nightly turndown service
• Typical Guests
• Top business executives
• High-ranking political figures
• Entertainment celebrities
• Wealthy people

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Hotel Divisions and Departments

• Rooms
• Front Office
• Housekeeping
• Reservations
• Uniformed Service
• Engineering
• Human Resources
• Accounting
• Food and Beverage
• Sales and Marketing

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The Work Order System

• Three-part forms are used to communicate the need
  for repairs to engineering/maintenance.
• Housekeeping department fills out a work order.
• One copy to executive housekeeper two copies to
  engineering.
• Chief engineer keeps one copy gives the other to
  a tradesperson.
• Tradesperson performs the task and returns the
  completed form to housekeeping.
• If the work order is not returned in a timely
  manner, housekeeping issues another work order to
  signal the need for a status report on the
  repair.