Chapter 6 Housekeeping

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Chapter 6Housekeeping
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What Guests Want

• 1. Clean Appearance
• 2. Convenient Location
• 3. Price / Reasonable Rates
• 4. Good Service
• 5. Name / Reputation

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Hotel Jobs

• Housekeepers Housemen 22
• Managers 18
• Front Desk Clerks 9
• Cooks 5
• Uniformed Services 5

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Housekeeping Department

• Largest Department in the Hotel
• Staff
• Payroll
• Responsibility Eyes ears of the hotel
• Maintenance Concerns
• Guest Behavior
• Employee Theft

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Housekeeping

• Can be the most vital department in a hotel
• Highest impact on guests
• Lowest wages paid
• Least respect received

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Executive Housekeeper Responsibilities

• Manage people, equipment supplies
• Hire fire, 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

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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
• Based on 7 hours per day

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Conservation Programs to Control Costs

• Towel Re-use Program
• Can cut water use by 10
• Chemical use by 15
• Smart Thermostats
• Can save 14 cents per square foot annually
• 800 room hotel w/450 sq. ft. rooms can save 63
  per room or more than 50K per year

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Express Clean

• Change Sheets every 3 days for stayovers
• Surface clean only
• Towel re-use program
• 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

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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
• 13,772/yr

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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.

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Housekeeping Checklist
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Housekeeping Org ChartMedium-sized Hotels
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Housekeeping Org ChartLarge-sized Hotels
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Housekeeping Org ChartLimited Service Hotels
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Housekeeping Org ChartExtended Stay Hotels
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Motivating Retaining Housekeepers

• Treat with respect be fair consistent
• Howdy Rounds
• Incentive programs
• Flexible work schedules
• Education and Training
• Increased wages and benefits
• Child Care
• Transportation

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Incentive Programs

• Vacuum Giveaway
• Score Card Contest
• Price is Right Inspections
• Maintenance Requests Contest

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Difficulties Finding Staff

• Language
• - Need bi-lingual supervisors
• Illiteracy
• Poor Work Ethic
• - Call in
• - No call/No show
• - Quit when receive tax refund

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Executive Housekeeper Bonus

• Maintaining Par Levels
• Guest Scores
• - Cleanliness
• - Friendliness of staff 5 foot rule
• Controlling Costs
• - Labor
• - Supplies
• Employee Scores