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Chapter 10The Role of Housekeeping in

Hospitality OperationsManaging Front Office Operations

Eighth Edition

(333TXT or 333CIN)

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Competencies forThe Role of Housekeeping in

Hospitality Operations1. Describe the role of the housekeeping department in

communicating room status.2. Explain the relationship between the housekeeping

and maintenance departments and identify typical cleaning responsibilities of the housekeeping department.

3. Explain how executive housekeepers use such tools as area inventory lists, frequency schedules, performance standards, and productivity standards to plan the work of the housekeeping department.

(continued)

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Competencies forThe Role of Housekeeping in

Hospitality Operations

4. Distinguish between recycled and non-recycled inventories.

5. Summarize the issues involved in a dilemma facing many hotels: whether to cut back or eliminate housekeeping supervisors.

(continued)

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Occupancy Report

• Prepared by:

Front desk• Indicates:

Rooms occupied that night

Guests expected to check out next day• Used by:

Housekeeping to schedule next day’s room cleaning

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Housekeeping Status Report

• Prepared by:

Housekeeping• Indicates:

Current status of each hotel room• Used by:

Front desk to assign rooms to arriving guests

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Potential Guestroom Maintenance Problems

• Sleep set• Heating/air conditioning• TV, radio, phone• Bedspreads• Lighting• Door• Toilet

• Toilet• Vanity and tub• Towels• Bathroom walls

and door• Water temperature• Ventilation

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Types of Maintenance

• Routine maintenance

General upkeep• Preventive maintenance

Inspection

Minor corrections

Work-order initiation

• Scheduled maintenance

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Maintenance Recordkeeping

• Equipment data cards

Technical data

Manufacturer’s information

Item’s cost

Special instructions

Warranty information

Storage of manuals/drawings• Equipment history records

Logs of inspection/maintenance performed

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General Housekeeping Responsibilities

• Guestrooms• Corridors• Public areas (lobbies, public restrooms)• Pool and patio areas• Management offices• Storage areas• Linen and sewing rooms• Laundry room• Back-of-the-house areas

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Additional Housekeeping Responsibilities at Some Properties

• Meeting rooms• Dining rooms• Banquet rooms• Convention exhibit halls• Hotel-operated shops• Game rooms• Exercise rooms

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Quality/Quantity

• Quality

What to do and how to do it—performance standards• Quantity

How much and how long—productivity standards

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Housekeeping Inventories

• Recycled inventories

Linens

Housekeeping equipment

Guest supplies (equipment)

Par number• Non-recycled inventories

Cleaning supplies

Guest supplies (small items)

Purchase ordering system