Executive Housekeeping :Executive Housekeeping


Importance of Housekeeping Department :Importance of Housekeeping Department Why do guests return to a hotel? A. Advertising efforts B. Cleanliness of hotel C. Price D. Service features


Importance of Housekeeping Department :Importance of Housekeeping Department If sheets are soiled, blankets are rough and scratchy, pillows thin and non-supportive and shower curtains are moldy and stained, the entire image of the hotel is tarnished and the guest most likely will not return.


Organization Chart for a Housekeeping Department, Large Hotel with In-house Laundry :Organization Chart for a Housekeeping Department, Large Hotel with In-house Laundry


Organization Chart for a Housekeeping Department, Limited Service Hotel :Organization Chart for a Housekeeping Department, Limited Service Hotel


Relationship of the Executive Housekeeper to the General Manager :Relationship of the Executive Housekeeper to the General Manager Facilitates work of general manager by coordinating operational efforts that affect customer satisfaction Review job analysis of executive housekeeper Review Hospitality Profile


Overview of Management of a Housekeeping Department :Overview of Management of a Housekeeping Department Room Assignment/Work Load Training Room Inspection Housekeepers Report Inventory Control – linens, guest supplies, cleaning supplies, furniture Cleaning Control In-house Laundry v. Out-source Laundry Going Green


Room Assignment :Room Assignment Management views it as a measure of effective use of human resource, daily income, and guest hospitality Determining number of attendants: usually 15-20 rooms per maid/houseman; about 30 min. per room (this equals 15 rooms per day + ½ hour break) Divide number of occupied rooms by number of rooms to be assigned to each room attendant


Considerations for Room Assignment: :Considerations for Room Assignment: Design of room Room furnishings Fabrics, number of people occupying the room Nature of the guests in the room Training provided for employees Bed making, vacuuming, dusting, window and mirror cleaning, set-up awareness of the room, bathroom cleaning, daily routine of the worker, caring for and using equipment and industrial safety Incentives for maids and housemen


Room Attendant Staffing Requirement :Note: Each room attendant required to clean 18 rooms per day Room Attendant Staffing Requirement


Room Inspection :Room Inspection 1. Supervisor-inspected 2. Self-inspected (requires motivational system, evaluation system – guest comment cards; random comments on specific products and services solicited at checkout “Zero Defects” kit


Inventory Control :Inventory Control Linens Based on par system: one in the wash; one on the bed; one (or two) ready for use Guest Supplies (amenities) Considered a cost to the hotel Weekly inventory – guest supplies


Inventory Control :Inventory Control Cleaning Supplies Purchased in one-gallon and five-gallon container for economy; product is dispensed Requisition sheet – cleaning supplies; and Weekly inventory – cleaning supplies


Fixtures :Fixtures Guest rooms, lobby, and public spaces Example of preventative maintenance program with light bulbs and batteries for remote controls through use of a computerized spreadsheet


Furniture :Furniture Pictures, beds, headboards, desk chairs, tables, arm chairs, desks, portable closets, televisions, computers, and armoires Develop system with id: date of purchase, cost, location/relocation, refurbishing, etc.


Cleaning Control :Cleaning Control Deep cleaning – a more thorough cleaning of furniture and accessories, windows, flooring, and walls in guest rooms and public areas Requires a communication plan with front office and maintenance, food and beverage Deep cleaning log


In-House Laundry vs. Outsourced Laundry :In-House Laundry vs. Outsourced Laundry Minus Side of in-house laundry Capital investment in equipment and replacement of equipment Cost of maintaining the equipment Cost of personnel to operate the facility Cost of training personnel Initial investment in linen and uniform inventory Plus Side of in-house laundry Provides greater control of where and when the inventory will be laundered, stored and ready for use


Going Green :Going Green Businesspersons’ responsibility Care for the environment Profit for the organization Placing a printed card on pillow of an unmade bed asking guest their preference for bed making as an “option” 90% of hotel guests preferred to stay in a hotel that cared for the environment